The operations and technology that great service runs on.
Behind every good customer experience is accurate data, fast processing and tools that help people do their best work. CXADDA handles the back-office work that keeps customers moving and designs the CX technology stack that makes your front line faster.
Example screen. Names and data are illustrative.
Why it matters
Orders wait in queues, documents are retyped by hand, and agents juggle disconnected tools. Every delay in the back office shows up as a frustrated customer at the front.
What we do for you
Order and transaction processing
Orders, bookings, refunds and changes processed accurately within agreed turnaround times.
KYC and document verification
Identity and document checks against your rules, with exceptions escalated for review.
Data management
CRM clean-up, enrichment, de-duplication and ongoing data hygiene.
CRM and cloud telephony
Selection, set-up and integration of CRM, dialers, IVR and call recording that suit your volumes and budget.
AI + human agent design
AI handles routine questions and drafts answers; people handle judgement and empathy. We design the hand-offs.
CX consulting
Journey mapping, contact-reason analysis, operating-model design and KPI frameworks for in-house teams.
From first call to steady state
Assess
We map your processes, systems and pain points.
Design
Target process, tools and service levels agreed with you.
Transition
Processes documented, tools configured, team trained.
Run
Steady-state delivery with continuous improvement and reporting.
Where it works best
Every programme is configured to your products, processes and markets.
Measured on
Application processing, KYC checks and policy servicing.
Catalogue updates, order management and refund processing.
Appointment administration, insurance paperwork and patient records.
Shipment tracking updates, proof-of-delivery and exception handling.
Frequently asked questions
Can you work inside our systems?
Yes. We work in your ERP, CRM or core systems with role-based access, or set up tools for you.
Do you recommend specific software?
We're vendor-neutral and recommend what fits your size, budget and region.
Can you set up a contact centre for our own team?
Yes. We design and configure CRM, telephony, WhatsApp and AI tools, and train your in-house team to run them.
How is data kept secure?
Role-based access, secure devices, audited activity and processes aligned to the data protection laws that apply to you.
More from CXADDA
Let's talk about back office & cx technology
Tell us about your customers and goals. A specialist will reply within one business day with ideas for a pilot.
- A 30-minute consultation with a senior CX specialist, free of charge
- A recommended operating model, channels and staffing plan
- A written proposal with a pilot you can start in weeks