Q&A with Andrew

Andrew is a seasoned sales professional with more than 20 years’ experience. Andrew has worked with customers of all sizes from SMB’s to Large Enterprise multinationals in varying industries as a trusted advisor. He is passionate about delivering the customer value and great return on investment in all his engagements. Andrew continues to look for each customers business issues and works through a valid solution to solve the key items. At NEXA Andrew is passing his experience to the wide team to ensure a valued outcome for all of our customers.

In our Q&A below, Andrew discusses the direction for NEXA this year, by delivering value through growth and innovation to continue to provide customers with exceptional ongoing support.

Jump to questions:

What are NEXA’s biggest successes or strengths?
Who uses NEXA’s products in ways you never expected?
What are the top priorities for NEXA?
What do you think are NEXA’s biggest opportunities?
What key areas will drive the future of Customer Experience?

1.What are NEXA's biggest successes or strengths?

Katie Bowden and her team have been at the forefront of doing Service Design workshops in 2018 with customers throughout major hospitals, identifying many areas of improvement that may have been overlooked. The Service Design team works side by side with the implementation team to streamline the patient journey to understand what is occurring behind the scenes, allowing hospitals to refresh and restructure their approach for better patient results. In 2018 we completed the successful delivery of Service Design at Metro North Hospital and Health Service, St Vincent’s Hospital and Mercy Health. These customers have benefited from working through Service Design upfront to deliver a more effective system.

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2. Who uses NEXA’s products in ways you never expected?

Swinburne University have led the education industry in adopting NEXA's virtual queuing technology. It was identified that the tech savvy students wanted to do more on their mobile devices which is why Swinburne approached us to help them keep up with the latest trends in the student community. As a result, we ramped up the development of NEXA's queuing application capability to turn mobile devices into virtual kiosks. We expect to see a continued rise in the adoption of mobile queuing in 2019.

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3. What are the top priorities for NEXA?

Our customers are our number one priority. We are continuing to provide great support through our helpdesk and have expanded and grown the NEXA team by 20% to be better equipped and more accessible. We have also implemented new software in recent months improving our ability to monitor customers devices and kiosks. Innovation is another priority, where we are redeveloping products to engage with customers more effectively by converting some of the solutions we have created in a more bespoke fashion over the years, to a more configurable off the shelf solution. We are also moving more of our offering to run on the NEXA Cloud, such as the new feedback solution which we are currently running at 4 emergency departments across the state.

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5. What key areas will drive the future of Customer Experience?

We will start to see a decrease in walk in customers and an increase in online bookings where people will make appointments and have an allocated time to do their business, with the flexibility to reschedule their appointments to suit themselves in a more effective manner, rather than just queuing at an establishment ad hoc. As customers book more appointments and interact, organisations will be able to use the analytics to understand how many people are coming through and how long the processes are, then closing the circle off with customer feedback. The results will provide a huge amount of information about the customer and their interaction with their business, to drive efficiencies in their processes and staff training, to improve customer experience.

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Q&A with

1.What are NEXA's biggest successes or strengths?

2. Who uses NEXA’s products in ways you never expected?

3. What are the top priorities for NEXA?

4. What do you think are NEXA’s biggest opportunities?

5. What key areas will drive the future of Customer Experience?

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