Nashua reimagines customer service with a personal touch
Business Context
Nashua, a leader in office automation and printing solutions, provides organizations with total workplace solutions that give them the space they need to focus on their core business while Nashua handles ICT operations. With more than 50 years of proven expertise across five countries and a growing customer base, Nashua wanted to enhance capabilities of its core billing and finance ERP system without undertaking a complete system overhaul.
The challenge? Find a modern, cloud platform capable of delivering a fast and efficient service management experience throughout the Nashua franchise network, while enhancing the company’s ability to introduce and manage new digital services. Also key to this change was the ability to extend off their core ERP capabilities and meet Nashua’s ambitious customer service strategy.
30 000
20%
9.4 CSAT
Industry:
Technology Service Provider
Location:
South Africa, Namibia, Botswana
People:
500+ Employees
Building on a solid foundation
We needed a flexible platform capable of elevating the experience for our customers and service agents without having to rip and replace our core billing and finance systems.
“Our pivot from traditional print managed services to a comprehensive digital workplace solutions provider required that we invest in technology that could adapt to our changing requirements over time.”
The answer was ServiceNow. A modernized cloud platform, ServiceNow was implemented by Quintica to provide Nashua with an experience layer that could easily integrate with their existing ERP and systems, allowing the company to extend and future-proof its existing investments. With the ServiceNow Platform in place Quintica was able to leverage its API’s to extend Nashua’s service channels with an Agent Workspace and a Mobile Field Services application, providing a digital ecosystem capable of evolving to meet changing customer and market needs.
With the core service requirements in place, Nashua was able to build out additional capabilities that included “Neo”, a conversational Bot enabled via WhatsApp, that logs cases into ServiceNow and allows for rapid customer problem resolution; a web-based complaint process that auto-assigns issues to the relevant Nashua franchise; and enhancing Nashua’s proprietary Blue Care Services through a customer focused portal, Blue Care Online, for full visibility into finance, service delivery and performance.
Elevating and engaging: CX on Existing Tech and Data Investments
Today, ServiceNow drives the resolution of more than 30,000 customer cases a month. An average of 1,000 customer cases a day are assigned through the ServiceNow system to more than 550 field technicians who are supported by 217 service controllers. Shifting the narrative from physical to digital has resulted in improved first call resolution, a 20% reduction in fuel costs and an impressive 9.4/10 in Customer Satisfaction (CSAT) – an exceptionally high score for the sector.
“Nashua develops personal relationships with their customers and have a deep understanding of how different customers operate and their unique needs,” says Andrew Doherty, Chief Partner Officer at Quintica. “ServiceNow was the perfect fit for their requirements, allowing them to enhance customer service and their digital ecosystem without having to completely rebuild their foundational ERP.”
Nashua now has a solution capable of driving growth in SLA attachment ratios to drive additional value, improving customer service in real time with agile technology, and dramatically reducing testing and upgrade times.
The solution is delivering ongoing value across customer engagement and stickiness alongside improved digital capabilities that enhance our growth and digitization strategies.