CSM Implementation

STEP 1

Key User Assignment

Key users are the highest level representatives of the next4biz CSM system within your organization. A minimum of two Key Users should be assigned for this purpose. One should represent the business units engaged in customer/after-sales service management and have comprehensive insight into these processes and your related business strategies. The other should be a member of the IT support department.

Following Design and Customization training and the accompanying certification, Key Users will participate throughout the implementation project ensuring coordination between the project team and your organization. Following project completion and going live, Key Users will retain their role as the configuration authority for the next4biz CSM system. The uninterrupted involvement and strict adherence to the project schedule by the Key Users is a key project success factor.

STEP 2

Design and Customization Training

Design and customization training comprises an intensive and immersive virtual classroom course for Key Users and led by expert instructors. The training materials emphasize the practical utilization of next4biz CSM functionality and customization features. Additionally, they include conceptual content where needed to ensure alignment with the trainees’ organizational context. The course duration is 28 hours, planned to be completed within one calendar week. Access training content and calendar here.

It’s important to distinguish between design and customization training and end user training. In contrast to end user training, design and customization training delves deeper into the intricacies of customization.

Full, uninterrupted attendance is mandatory. Participants who do not achieve certification during the training program may not participate as Key Users during the implementation project. If a Key User is changed, the new Key User must receive Design and Customization Training and be certified before joining the team.

STEP 3

Process Analysis And Solutions Design

Requirement Gathering: The tool used for requirement gathering purposes is the Requirement Analysis Question Set (RAQS) which is distributed to certified Key Users. Answers to RAQS questions are prepared and submitted digitally to the next4biz project team by whom they are compiled and consolidated.

Project Kickoff: The project kickoff is a significant meeting that marks the official initiation of rollout project activities. It is a jump-off point for all members of the project team, both from your organization and next4biz. During the meeting responses to the RAQS are reviewed and the draft project plan shared is divulged.

Project Requirement Analysis: During this activity the Project Analysis Document (PAD) is prepared on the basis of responses to the Requirement Analysis Question Set and additional information gathered during project kickoff. PAD provides the basis and determines the scope of further analysis and design, including customer data requirement analysis and integration requirements analysis.

Customer data requirement analysis: Based on the scope defined by the Project Analysis Document, the data structures for storing CSM related data and master data are determined and defined. Existing built-in next4biz CSM data elements are matched with your requirements, while new data elements required for the solution are identified. The identified customer data elements are either mapped to the user interfaces or to external systems that will be supplying the data.

Integration Requirements Analysis: In this activity each system slated for integration is assessed from a technical standpoint to ascertain the appropriate technologies, methods, scope, and structure for establishing an interface that facilitates inter-system communication. The results of the analysis are documented in a comprehensive Integration Plan.

Requirement Gathering: Fully answering RAQS is crucial to producing a comprehensive analysis and guiding the subsequent solution design.

Project Kickoff: All members of the project team from your organization as well as next4biz should be present at the meeting.
The attendance of senior managers and stakeholders is crucial to emphasize and motivate participants, indicating the project’s top-level endorsement within your organization.

Project Requirement Analysis: The thoroughness and level of detail captured by PAD determine the ease and quality of subsequent analysis, design, and the eventual customized end-solution. Key Users play an important role in communicating with and compiling input from all relevant departments to ensure a detailed and rounded-out PAD.

Customer data requirement analysis: Key users play a pivotal role during this stage by evaluating not only current data needs but also determining data requirements arising from process improvements planned to accompany the rollout of next4biz CSM. Key users ensure that this analysis accurately represents the needs of all elements within your organization by collaborating with all relevant departments and sub-departments involved in the CSM processes being implemented.

Integration Requirements Analysis: Key Users representing the IT function and the IT department play the leading role in sourcing critical input regarding the systems with which integration is targeted.

STEP 4

Customization

Customization is performed collaboratively by members of the next4biz team and the Key Users based on the customization requirements identified by the approved Solution Design document and in accordance with the Roadmap to Success (R2S) methodology.

It is crucial to adhere to the schedule defined in the Solution Design document. For this reason the key stakeholders should closely monitor project progress during this stage.

STEP 5

Integration

The activities in this stage fall under two categories:

Communication channels integration is the first category and covers cloud and traditional call center integration (computer – telephony integration or CTI). SMS and email integration is directly configurable from within next4biz CSM for both inbound and outbound communication traffic. Other systems have prerequisites to be fulfilled before system integration can be realized: Social media platforms such as complaint sites, in addition require API membership for interfacing with next4biz CSM. Chat, chatbots, e-commerce hubs, online services, internet banking and other applications may also have subscription related prerequisites that have to be fulfilled aside from the technical aspects of integration.

The second category is customer information integration. The integration of enterprise systems involves the two way sharing of customer information. To facilitate this web services provide a good mediation architecture. IFrame’s can also be utilized to embed access to other enterprise applications from within next4biz CSM. Where this is possible, next4biz CSM can synchronize data with external systems and trigger processing as part of cross-system processing.

Call center operations necessitate CTI that allows an HTTP call to be generated on next4biz CSM along with caller ID (telephone number). If your organization only has a switchboard, it should have softphone for the call center integration.

Customer data integration is facilitated through web services. next4biz is able to access customer master data, product and service data, order and delivery data and other data necessary for customer service management through these web services provided by you.

STEP 6

Testing and Piloting

Following the completion of customizations and integrations specified by the Solution Design (SD) document, Key Users prepare and execute test scenarios within the next4biz CSM environment. According to the success attained with these scenarios, a pilot run may also be performed.

Test scenarios need to be pre-prepared by Key Users as a prerequisite to this stage. It is important that all processes are covered by these scenarios executed by the actual end users, so as to accurately identify any risks looking forward to live operations. Customization revisions should be made to eliminate identified risks.

STEP 7

End User Training

In this stage the Key Users prepare training programs and content targeting End Users and personally provide training to the End Users on this basis. The prepared training materials reflect the practices of using next4biz CSM within the context of your business and reflecting the unique state of your implemented CSM system following customization. If necessary a user manual can also be prepared as part of the materials provided to End Users.

The quality level of End User training is inversely proportional to the applications for support made by End Users to the Key Users. A well-designed training program ensures End User satisfaction and reduces the need for extensive support.

STEP 8

Live Use

Congratulations! You are now an active user business of next4biz CSM, one of the leading customer service solutions. During a two-week transition period next4biz product consultants will continue providing in-the-loop support to your users. After this period your users will have gained the experience and confidence to operate and manage your new CSM system autonomously. Meanwhile, next4biz is always there for help via the next4biz customer support platform which of course utilizes the same next4biz CSM application as you do!

From this point onward, Key Users should monitor the use of your next4biz CSM system and identifying emerging risks and process improvement opportunities. Their experience with the application and processes will be sufficient for them to independently evolve the configuration of your next4biz CSM system in response to your changing business requirements.