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Case Study: XAAP

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Speed, efficiency and technical competence ensure Xaap building managers are in safe hands.

Overview

Speed, efficiency and technical competence, along with high quality CX, are all critical components for Xaap. Otonomee has cultivated a team of highly skilled, metrics-driven individuals - masters for detail and adept at solving problems and troubleshooting issues. Their contact drivers range from technical queries and database handling to account and inspection issues.

Supporting over 4,500 active users who perform 30,000+ building inspections each month, Otonomee provides technical support to building managers using the Xaap Compliance platform, a single, centralised platform for building compliance data. Over 55 million individual building devices, including fire alarms, extinguishers, security devices, sprinkler have been tested through Xaap.

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The Otonomee Team run an efficient SaaS operation, have created and refined processes and respond quickly and positively to change.

 

Time and time, they offer initiatives and ideas to optimise performance and to improve user experience.  Our building managers are in safe hands!

Glenn Sorensen, Program Success Leader - Xaap

High Level Achievements

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Otonomee designed and delivered the

Confluence Knowledge Base, an invaluable repository of information and instruction aimed to expedite and refine the technical support offered to Xaap customers.

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With nearly 100,000 tickets handled to date, the “Queue Buster” IVR System supports seasonality and unexpected spikes in activity, holding the caller’s position in queue & prompting an automated callback.

Service:

Technical

Support

Industry

SaaS/
Building
Compliance

Channels 

Voice, Email 

Markets:

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What our building managers, inspectors and service providers say

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Pedro was extremely helpful and took seconds to help me with what I needed. Xaap support is the only support call I don’t dread making. Quick answer, quick solution every time.

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XAAP support has been amazing. They always come thru when needed and are extremely friendly and professional.

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David resolved my issue very quickly and clearly defined the steps to resolve my login issue. He also provided a prompt reply to let me know that my issue was resolved.

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An awesome experience. Corey was very helpful and very quick very knowledgeable.

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Thanks for a GREAT experience using this app and talking to your workers. it’s nice to see a company with great people because it’s the people who make the company great. 10 stars is what they should get!

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Best tech-support department I have ever seen and I’ve been doing this for 42 years