Nexxio, a major player in the field of maintenance management, aims to simplify and accelerate the exchange of information between property managers, their occupants and companies carrying out repair and breakdown work. With a single SaaS platform, Nexxio was faced with the challenge of structuring its Customer Care platform on Intercom. We helped them to organize the processing of their customer requests efficiently, and save time for everyone involved.
The challenge: to restructure the entire customer relations offering via Intercom
Discovering the project
Our first phase of the project with Nexxio was to understand and identify the specific needs and challenges to be realized on Intercom. We analyzed the key points to establish a customized roadmap for Nexxio, including the creation of explainer videos for different Intercom functionalities, updating collections, importing documents and videos, and creating Custom Bots.
Reliable structures
In the implementation phase, we produced a series of explainer videos covering topics ranging from Inbox, Outbound, Contacts, Articles, to Reports. In addition, we updated all the collections in line with Nexxio's needs, while ensuring that all relevant features were implemented on the Messenger.
Customer and support team training
To ensure a smooth transition to the new structure, we provided training with Noelline, accompanied by a training video accessible from Day 0. In addition, Nexxio benefited from constant support from our team throughout the project, as evidenced by regular monitoring of progress and updates.
Creation of Custom Bots and segmentation on Intercom
We created customized bots for Nexxio, including all possible scenarios to enhance user interaction. In addition, we recommended the integration of an appointment scheduling tool such as Calendly, and implemented effective segmentation by the "ADMIN" label.
Another crucial aspect of our collaboration was the establishment of the link between Pipedrive and Intercom for better management of contacts and people, enabling harmonized processing.
Thanks to our collaboration, Nexxio has not only succeeded in structuring its Intercom platform, but has also taken a major step forward in its digitalization, while promoting the interoperability of its digital tools. It's a success story that perfectly illustrates how the right strategy and implementation can transform the way a company interacts with its customers and partners.
