Case Study: Next Leadership Development Corporation achieves a unified omnichannel Community Communications Center to support Black Boston residents with Bright Pattern

Next Leadership Development Corporation Creates Omnichannel Communications Center to Support Black Boston Residents

Next Leadership Development Corporation (NextLeads), a Boston nonprofit focused on strengthening resilience in Black communities, needed an omnichannel contact center to launch a Community Communications Center where residents could reach the organization by voice, text, email, or webchat. After evaluating solutions, Next Leadership Development Corporation selected Bright Pattern’s omnichannel communications platform to provide a unified, easy-to-use system with fast deployment and strong support.

Bright Pattern implemented a centralized omnichannel platform that enabled Next Leadership Development Corporation to accept incoming inquiries across channels, streamline representative workflows, and expand its Resilience Checks program. Since January 2021 the initiative has made nearly 7,000 calls, delivered over 200 one-month food shipments, and distributed more than 300 gift cards totaling over $20,000, while improving customer satisfaction, reducing agent training time, and accelerating ROI through Bright Pattern’s support and technology.

Next Leadership Development Corporation

Martin

Executive Director and Co-founder