NextMe

BACKGROUND

Introduce your business and what you do there. 

I own Trading Fourz LLC. I contract with different companies in Atlanta to provide services in experience design and project management. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with NextME?

I was contracted with a creative branding studio to work on the annual conference for a national fast food chain. We needed to create an opportunity that would allow 6,000 employees the ability speak with corporate executives. One challenge was we were only allocated a tent for these conversations, so we didn't have the space for thousands of people to queue up. We were also trying to figure out how to get them in and out in a specific amount of time without using clunky pagers.

SOLUTION

What was the scope of their involvement?

NextME developed a custom waitlist app to help us manage our event. They created multiple channels because we had about 60 executives on hand to meet with employees. The different channels all work on the same system to make a reservation. They also created the capability to book one-to-one, two-to-one, or four-to-one conversations. By hosting all those people on the same platform, they gave us the ability to collect their contact information in order to connect with them after the conference was over. 

The app is completely customizable. It accommodated changes in format of the corporate breakouts each day of the three-day conference. The participating corporate representatives also changed every day. I was able to go in and make updates as needed. The biggest feature NextME added was making it so we can communicate with the employees while they’re waiting in line. Not only can the employee see their position in line, we can ask questions and send them a link to get more information.  

What is the team composition?

John (CEO and Co-Founder, NextME) was our main point of contact.

How did you come to work with NextME?

I initially searched digital reservation apps on Google. I found a lot of companies that managed calendars or reservations for restaurants. Most of them were not made to handle large events or trade shows. Then I searched digital waitlist apps and found NextME. I did some research on their competitors, but they were the only one that offered customizable features. From LinkedIn, I realized that I’d used their product while visiting a pizza restaurant in Chicago. I knew it worked so I called them to talk about what we could do. 

How much have you invested with them?

We spent about $20,000. 

What is the status of this engagement? 

The first contract was from October 2017–February of 2018. We reenlisted them for the next year’s event, working with them again from August 2018–January 2019.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Thanks to NextME, we were able to collect more information than in previous years. The fast food company used to ask employees to leave comments on a sticky note. We also spoke to more employees than would have been possible without the app. The executives can only see about 50–60 people each day across three days. We more than doubled that the first year and saw a total of 350 people. This year we saw a little over 400. It was a good way to have quick, honest, candid, and memorable conversations 

The app also enhanced the overall efficiency of the event. Employees could go see other booths at the conference and then come back instead of physically waiting in line. Since they offer white labeling, we made it feel like a part of the conference app. This year we added the ability to book a specific reservation time instead of first come first served. That worked even better, which is why we were able to accommodate more people. NextME created technology that not only worked but also provided a better user experience.

How did NextME perform from a project management standpoint?

The NextME team was amazing. They worked so hard and were super diligent. John was always available to talk about any big or small concerns. He's very specific and intentional about what he needs. He's great at thinking about connectivity across events. He was really interested in how our customizations could be used in another area or helpful for another industry. He was articulate, which helped us think through what we wanted. We asked him to sit in on a lot of meetings so that we could have his voice at the table. He's was always punctual and ready to listen and offer solutions. 

What did you find most impressive about them?

Their technology is impressive in the way it can scale. It’s not just niche like a calendar or restaurant reservation. It could apply to different kinds of events. They've created a technology that can work anywhere. I've talked to John about using it for my company. I work with a lot of artists and musicians. It could be used as a solution for picking up merchandise at shows so that people don't have to wait in long lines. NextME’s ability to be nimble and offer customizable solutions that can scale up or down makes them a valuable partner. 

Are there any areas they could improve? 

NextME is growing so fast. John needs to hire more developers to meet demand. They couldn't implement some features that we wanted to add this year because of their lack of capacity. That’s the only issue that we had with them. If they had more support, they could grow even faster and be more efficient.

BACKGROUND

Introduce your business and what you do there.

I'm the general manager of a hospitality bowling company. We provide games, food and beverages, and entertainment around the country.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with NextME?

We were manually managing customer orders, writing down names and numbers so we could call customers as their orders were ready. We were looking for a better solution to help us manage that workflow.

SOLUTION

What was the scope of their involvement?

NextMe provided a solution that allows us to input customer information on an iPad, which then alerts the customer by text message once their order is ready. The software allows me to login remotely from my iPhone to see what the waiting list looks like. They're also developing additional solutions that will eventually allow us to promote offers to customers through the app.

What is the team composition?

We work directly with John (Co-Founder and CEO, NextME).

How did you come to work with NextME?

I found their company through an online search and liked the solution they were offering.

How much have you invested with them?

We spend $50 a month, so over the course of our relationship we've invested a couple thousand dollars.

What is the status of this engagement?

We started working with NextME around January 2015 and we continue to use their software.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

NextME's solution has helped us reach a goal of ensuring that no customers have to wait in line. With just a click of a button, their software significantly improved our overall workflow and we're able to turn over more bowling lanes as a result. People can now spend more time making purchases elsewhere in our building, rather than waiting in a line.

It's also very user-friendly—both customers and our new hires are able to learn how to use it quickly. In the three years we've been using the app, we've only had one issue that their team was able to fix it immediately.

How did NextME perform from a project management standpoint?

NextME has a great tech team. They're responsive and fix any glitches or issues as they come up immediately. I generally reach out to them by email and get a call back from their team.

What did you find most impressive about them?

Their app is very easy for everyone to understand—our guests and employees respond well to it. It's also reliable and doesn't crash.

Do you have any advice for potential customers?

If you have any ideas or suggestions, be sure to talk to them because they're open to improving and expanding what their software is able to do.

BACKGROUND

Introduce your business and what you do there.

I'm a general manager at Lou Malnati's Pizzeria.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with NextME?

We have long waits, so we were writing people's names on paper and then calling their names. That sometimes created chaos, especially in summer, when the wait was 70–90 people. We tried buzzers at one point, but people would take them with them and lose them, so it was a big cost to our business. We wanted to automate this service, so we needed a vendor to help us.

SOLUTION

What was the scope of their involvement?

They created an app to simplify and improve the customer experience. Now, we can use people's phone numbers to notify them by text when their table is ready. Besides, customers can see the updates regarding their place in line, so they don’t have to stay inside the restaurant. The new feature of the app enables customers to pre-order pizza. We can tag the customer who has placed a pre-order, which makes the table turnover time faster.

What is the team composition?

I work primarily with John (CEO and Co-Founder, NextME).

How did you come to work with them?

John was one of our customers. He pitched his idea to us and we went ahead with it.

How much have you invested with them?

We've spent between $10,000–$25,000.

What is the status of this engagement?

We started working with them in 2016 and the relationship is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The process has become more efficient, so we need a smaller staff. Customers who leave their reviews online say they love the new system because it's very organized and lets them plan their wait time outside the restaurant. Positive reviews, in turn, bring even more customers to our restaurant.

How did they perform from a project management standpoint?

John is very hands-on and responsive. If I call him at 9 on a Saturday night, he'll answer right away. He brings a lot of ideas to the table and provides great feedback. He sends me an updated report each night, so I can see how the restaurant is performing.

What did you find most impressive about them?

John understands all of our needs. We have a true partnership and they always think about our best interests.

Are there any areas they could improve?

I can't think of anything.

BACKGROUND

Introduce your business and what you do there.

I'm the general manager of Kuma’s Corner, a burger bar.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with NextME?

We used a manual waitlist for tables. We texted customers that chose to wait off the premises. This system wasn’t consistent because some customers wanted to verify their place in line.

SOLUTION

What was the scope of their involvement?

Kuma’s Corner hired NextME before I joined the company. NextME started at one of our other locations before coming to my restaurant. They automated the waitlist to make customer interactions more efficient. Since then, we’ve worked on apps that will feature menus and links to the website.

What is the team composition?

They provide one point of contact per location. I work directly with the co-founder.

How did you come to work with NextME?

Our owner met one of NextME’s founders. That interaction led to the engagement.

What is the status of this engagement?

We started working with them about four years ago.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Customer retention metrics perform well, according to NextME’s daily and weekly analytics. The automated system is easy for customers because they’re always on their phones. Bugs have been minimal.

How did NextME perform from a project management standpoint?

There were issues early on, but that’s expected with any new project. NextME has been an amazing partner; they keep us updated and do quick turnarounds. Most problems resulted from poor internet connections. That isn’t NextME’s fault, but they still come in the restaurant to help.

What did you find most impressive about them?

They’re dedicated to product quality and customer service. NextME provides on-site assistance with items that aren’t necessarily an issue on their end.

Are there any areas they could improve?

No, they’re very responsive. If there has ever been an issue, they fix it right away.

Do you have any advice for potential customers?

Open communication helps NextME deliver solutions. They help us retain a larger customer base across all locations.

BACKGROUND

Introduce your business and what you do there.

I'm the front of house manager for a hybrid restaurant and grocery in Chicago.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with NextME?

We wanted an easier way to manage our customer wait times. We're a small place so we always have some sort of a wait, and we tend to have longer waits on the weekends. Our old system was clunky. We were looking for something streamlined and easy to use.

SOLUTION

What was the scope of their involvement?

NextME created a mobile application that takes the name and the phone number of the customer waiting for a table. The customer receives a text message letting them know where they are in line and a notification when their table is ready. We've been using NextME on an iPad since its launch. Someone from their team comes to the store to help install each new update. They help our host run through the update, make sure it’s understood, and find out if we have any input. The app also provides analytics to the back of the house after every shift. Since we’re one of their original clients, they use us as a test subject to gather information and figure out what does and doesn’t work.

What is the team composition?

We work with two of their co-founders.

How did you come to work with NextME?

One of the co-founders used to work at our store as a host. I don't know if they specifically had us in mind when they developed the app, but we were one of the first to use their prototype.

How much have you invested with them?

We’ve spent between $10,000–$25,000.

What is the status of this engagement?

We started working together about four years ago and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The app’s analytics help me train the hosts in terms of customer patterns. Instead of guessing, we're able to actually look at hard data. We’re getting more customers, and more customer retention, because of our ability to more accurately quote wait times. There’s been a significant increase in customers choosing to stay and wait for a table—and then eating—which results in more business. It's definitely been a positive domino effect.

How did NextME perform from a project management standpoint?

The team is very involved throughout the whole process. They not only ask for our feedback, they use it to make changes if we think something’s unclear or unhelpful. They're very accessible. We can call them whenever we have a problem. Recently, I reached out to them because the app was a little buggy over the weekend. They emailed me back right away but I didn’t have time to respond. When they didn't hear from me, they followed up with a phone call just to make sure everything was in working order. They really want to make sure our experience is positive.

What did you find most impressive about them?

The app has really taken off and it’s been so impressive to watch. The success and the journey that we've taken with them has been really cool. They’ve grown a lot in their business, which is helping us grow. The NextME app really allows us to do things that we weren't able to do before. It's just an awesome partnership.

Are there any areas they could improve?

I can't think of anything.

Do you have any advice for potential customers?

Keep track of all of those little glitches. They want to know about every bug, even if it doesn't happen very often. They really care about those things because that's how they improve the app and keep getting better.