Next Gen - Advisor Support Guide

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Site Navigation and Features	How do I recognise a Next Gen user?
How to view Next Gen orders in SAP	How to view PODs/Delivery Notes
NextGen Hypercare Support Form	How to set up a user on Next Gen
Next Gen Articles for Self Serve Support	How to action a password reset for a Next Gen User
Next Gen Macros	How to support queries about promotions

Back to Contents Additional Information Action to be taken Attention Return Use a macro

What is Next Gen?

NextGen is a one-stop digital portal for all customers to access Lyreco’s diversified offerings, self-serviced, any-time and anywhere. It will replace our existing Webshop.

NextGen will be a vehicle to deliver a smooth transaction and an enhanced customer experience without compromising on the basic functionalities. Beyond that, the program also delivers a new e-commerce platform based on new business & IT foundations.

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Which customers are using Next Gen?

Next Gen will pilot in Ireland first and will be available for customers who meet the following criteria.:

One user per customer
SMB Ireland (for Pilot)
Simple Client/Flat Structure (no hierarchy)
No budget approval flows, mini-catalogues, credit card payments - Customers are Invoice Only

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Site Navigation and Features

NEXTGen.mp4

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How to support

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How to view Next Gen orders in SAP

Next Gen users will have a different PO reference on the e-commerce platform to the one we can see in SAP. To support, we will need to be able to pair the SAP order to the one they have placed on Next Gen.

In VA05, you can tell if an order was placed on Next Gen by the following:

In 'Created BY' it will read INTERNETMID
In 'PO Type' it will display X

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How to view PODs and Delivery Notes

These features are not yet available on Next Gen, so users will not be able to view these documents on the e-commerce platform.

To view PODs, use the same checking process as you would for any other Lyreco customer. PODs

To view Delivery Notes, use the same SAP and/or SITI process as you would for any other Lyreco customer. Delivery Notes

For the customer, they will be able to match their Next Gen ID against the following documents:

Example of NextGen ID on Invoice:

Example of NextGen ID on Delivery Note

How to Support

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How to recognise a Next Gen user

On Zendesk any Next Gen eligible user should have a banner, like Scot Proc or the Nespresso campaign. (this is a mock-up of what it will appear like, and not exact)

On Live Chat, any eligible customer will have a next_gen tag. Also, if the customer has come into Live Chat from Next Gen, this will be visible in the visitors journey on the right-hand side.

On SAP any Next Gen eligible user should have a tick in this box on ZV011151. This is not an indicator that a customer is using Next Gen, but that they are eligible.

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How to set up a user on Next Gen

This feature is not yet available on our Lyreco E-Commerce Platform. Users that are eligible will be invited to join the platform and will do so through a single sign-on that they also use for Webshop.

If a customer is not eligible, or drops off the system for no longer meeting the trial criteria, why will not be able to sign back into the platform and you will be unable to reset them.

How to Support

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How to action a password reset on Next Gen

In the event that a Next Gen user forgets their password and needs to be reset, you will action this as normal via ZV011151 for Webshop.

Users that are eligible for Next Gen will need to change their temporary password on Webshop, as normal, but can then log into either platform as the login information will be able to use the same

If a customer is not eligible, or drops off the system for no longer meeting the trial criteria, why will not be able to sign back into the platform and you will be unable to reset them.

How to Support

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How to support queries about promotions on Next Gen

Webshop promotions will not apply in NextGen and vice-versa. Should a NextGen user query their promotion, direct them back to the Webshop instead.

Below is the guidance for how promotions should work for NextGen users.

All other promotional features, such as 3 for 2, BOGOF are still under development and therefore will not show in the new e-commerce platform when we go live.

Please support your customer to place orders in Webshop to apply any promotions at this stage.

Customers will automatically get a free book with their first Next Gen order, and subsequently a free packet of sweets with all orders over €30 for a limited period.

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Next Gen Macros

Hypercare Referral- Use macro NextGen:: Hypercare Referral

Next Gen Site Issue-Use macro NextGen:: Issue on Site

Return to Webshop- Use macro NextGen:: Needing to Return to Webshop

Unhappy Next Gen Customer- Use macro NextGen:: Customer Unhappy about Migration

Next Gen Customer Kicked Off Platform- Use macro NextGen:: Customer KO'd

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