Success story
Grupo NEXT
Industry:
Services
Location:
Spain
Number of agents:
10
CHANNELS
Grupo NEXT interacts with its customers through multiple channels that needed to be integrated into a single platform.
INTEGRATIONS
The client already had a CRM that needed to be integrated with the omnichannel solution to have complete traceability of interactions.
CAMPAIGNS
The client carries out different campaigns: sales, customer service, retention, debt collection and technical support.
PLATFORM
The different channels and campaigns had to be carried out from the same omnichannel platform.
Grupo NEXT specializes in data management services and offer solutions based on propietary technology to facilitate data-informed decision making.
They trusted ICR Evolution because of our 25 years of experience in the market and the human touch we bring to technology projects.
CHALLENGE
Grupo Next was particularly interested in getting a better understanding of customer behavioural insights and which channels were most used to get in touch with them.
The Contact Center is highly important to this client as it gives them a single view of their customer lifecycle: qualification, sales, customer care, loyalty, retention, debt collection and technical support. The ICR Evolution software being an omnichannel solution, it enables Grupo Next to provide their services in a single application.
SOLUTION
Customer identification through ICR Evolution has been a big win for Grupo NEXT. If the customer’s phone number is registered in the database, the system will automatically bring up the customer history information. If the number isn’t recognized, a different window pops up for the agent to perform a search with a different parameter. If the caller is eventually identified as an existign customer, contact details can be updated and if not, the agent will be able to create a new customer.
Grupo NEXT has just moved on to integrating the ICR software with it corporate CRM system so that all the activity that goes on in the contact center can be reflected in their main business tool, giving them more control over customer experience throughout their journey.
IMPACT
NEXT Group integrated EVOLUTION with its corporate CRM system so that all the activity carried out in the contact center is reflected in their main business tool, giving them greater control over the customer experience throughout their journey.