Every channel in one system
We connect email, phone, customer portal and marketplaces. Every enquiry is matched to the right customer and case, wherever it comes from.
NXTGN 365 · Dynamics 365 Customer Service
Every enquiry lands in the right place.
We implement Dynamics 365 Customer Service in machinery and plant engineering and in online retail. Email, phone, customer portal and marketplaces such as Amazon, Otto or Cdiscount come together in one system. AI classifies tickets and helps with the reply. Order and asset data comes from the ERP.
Explore scope and workflow ↓
Enlarge image ↗Scope
What we deliver for you
AI classifies and prepares
AI recognises the issue, language and urgency, routes the ticket and suggests a reply. Your team reviews and sends.
Deadlines and ownership
We set up queues, SLAs and escalations by product, channel and team. Nobody has to search for who is responsible.
Knowledge from AI CORE
NXTGN AI CORE supplies answers from manuals, contracts and earlier cases with evidence. New knowledge flows back after approval.
Connect ERP and marketplaces
Orders, deliveries, returns and asset data come from SAP or your ERP. Replies and status go back to the marketplaces.
Flow
How a ticket moves through your system
- 01Your teamChannelsEmail, phone, portal, marketplaces
- 02NXTGNIntake and matchingCustomer, order, asset
- 03NXTGNAI classificationIssue, language, urgency
- 04NXTGNTicket with SLAQueue and escalation
- 05Your teamHandlingSuggested reply with evidence
- 06Your teamERP and marketplaceStatus, return, reply
delivered by NXTGNyour systems and teams
From our projects
Online retail across many marketplaces
An online retailer sells through Amazon, Otto, Cdiscount and other marketplaces. All customer enquiries come together in Dynamics 365 Customer Service, close to 1,500 tickets on a normal day. AI classifies the tickets and supports handling. Order and delivery data comes from the retailer's ERP.
- Industry
- Online retail
- Volume
- close to 1,500 tickets a day
- Channels
- Marketplaces, email, phone
Service needs context and ownership
We connect requests, customer history, products and knowledge. The service team should handle a case without collecting information from several departments.
01
Marketplaces and channels in one system
Enquiries arrive through marketplaces, email and phone. Each channel has its own inbox, and replies get lost.
What we deliver
All channels come together as tickets in Dynamics 365 and are matched to the customer and order.
What you gain
One overview of all open enquiries, wherever they come from.
How we measure value
Open tickets per channel, time to first reply.
02
AI sorts first
On peak days the team sorts more than it answers.
What we deliver
AI recognises the issue and urgency, routes the ticket and suggests a reply.
What you gain
The team handles instead of sorting, and urgent cases are seen first.
How we measure value
Share of correctly classified tickets, time to first reply.
03
Replies with knowledge from manuals and ERP
To reply, the team needs delivery status, asset data and the right manual.
What we deliver
ERP data appears on the ticket. AI CORE supplies the right passage from manuals and earlier cases.
What you gain
Fewer questions to other departments and consistent replies.
How we measure value
Follow-up questions per ticket, first-contact resolution.
Clarify before delivery
Telephony and contact-centre features depend on your phone system. We clarify them before committing to them.
Can marketplace messages become tickets?
Yes. We connect marketplaces such as Amazon, Otto or Cdiscount. Messages become tickets and are matched to the customer and order.
Can tickets show ERP data?
Yes. Orders, deliveries, returns or asset data from SAP or your ERP appear on the ticket. We define which data is read and where changes are made.
Does AI take over customer contact?
AI classifies and suggests replies. We agree together what is answered automatically and what a person reviews.
How does knowledge from manuals reach service?
Through NXTGN AI CORE. It finds answers in manuals, contracts and earlier cases and shows the source.
Where do service enquiries get stuck?
We discuss your channels, ticket volume and the connection to ERP and marketplaces.
