Case Study: NextGear Capital achieves major efficiency gains, higher first-call resolution and $152K savings with NICE Systems' CXone

NextGear Capital Reaps Outstanding Efficiency Gains with NICE inContact CXone

NextGear Capital, a leading provider of flexible lines of credit for more than 20,000 auto dealers in the U.S. and abroad, relied on a small contact operation (50 U.S. agents and 15 offshore) that lacked reporting, quality assurance, surveys and reliable forecasting—phones simply rang until someone answered and forecasting was done in Excel. To support rapid growth and centralized operations they needed a unified, efficient contact center solution to measure agent performance and improve service levels.

They implemented NICE inContact CXone (omnichannel routing, skills-based IVR, ECHO surveys and Workforce Management), enabling skills-based routing, better workforce planning and systematic coaching. In one year they cut average calls per client from 3.02 to 2.7, raised first-call resolution from 74.4% to 80.83%, saved $152,050 ($0.50/call) and avoided hiring 10 agents annually (~$100K), improved schedule adherence from 60% to 88% and increased customer satisfaction by 10%, while making it easy to scale for seasonal and weekly volume spikes.

NextGear Capital

Lauren Crooks

Supervisor, Client Experience