For Customer Service
Welcome to Next4biz! We can begin adapting next4biz for your business and integrating it with other applications. Here you will find the steps to be followed on this journey and the important points that will need your attention on the way.
Follow these 8 steps to successfully implement Next4biz CSM in your organization
Assign key users to lead the implementation
Intensive training for key users
Analyze requirements and design solutions
Customize the system to your needs
Integrate with existing systems
Test and pilot the solution
Train end users on the system
Go live and start using the system
Assign key users to lead the implementation
Key users are the highest level representatives of the next4biz CSM system within your organization. They are the authorities who will adapt next4biz to your organization, coordinate with next4biz technical support teams, and manage next4biz. 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.
Key Points
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.
Intensive training for key users
This training is a program designed for two KEY USERS who will be responsible for the configuration of next4biz CSM in your organization. This training is not an "end-user training" but rather a program where your authorities will acquire competencies that will enable the entire adaptation process to be completed quickly, and the system configuration will be their responsibility.
The training is implemented in two phases using a blended learning model: In the first phase, users experience a self-training process tailored to their personal learning experiences through videos, presentations, tests, tasks, and practice scenarios provided via the Next4biz Academy Learning Management System (LMS). Participants who are successful in the exams and practice scenarios in this phase earn the right to participate in live workshops in the second phase of the training. In the workshops, knowledge and skills related to adaptation are reinforced through structured workshop activities, while participants' questions are answered through Q&A sessions. You can access the training details through the link here.
Key Points
Analyze requirements and design solutions
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.
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.
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.
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.
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.
In this analysis, the scope of reports specifically requested by your organization, other than next4biz CSM's standard process analysis and performance reports, is determined. The necessary filter fields and reporting fields for these reports are identified.
Together with this report to be prepared by the next4biz project team, the adaptation details of next4biz CSM to your organization are prepared. Within the scope of the report, a process design roadmap is prepared and planned based on current state analyses.
In this step, the next4biz project team presents the report it has prepared to your organization's authorities and receives their approval. With this meeting and presentation, the scope of the next4biz CSM adaptation project has now taken its final form.
Key Points
Customize the system to your needs
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.
Key Points
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.
Integrate with existing systems
The activities in this stage fall under two categories:
This 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.
Key Points
Test and pilot the solution
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.
Key Points
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.
Train end users on the system
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.
Key Points
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.
Go live and start using the system
Congratulations! You are now an active organization of next4biz CSM, one of the leading customer service solutions. During this transition period, for 2 weeks, next4biz product consultants will continue to provide direct support to you to improve the user experience. When you go live smoothly, you can forward all your questions and requests to the next4biz Technical Support Team through next4biz using the HELP menu and track them from the same platform. The next4biz Technical Support team also uses next4biz just like you do.
Key Points
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.