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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.  

Otonomee provides technical support to building managers using the Xaap Compliance platform, a single, centralised platform for building compliance data. 

Service:

Technical Support  

Industry:

 SaaS/Building Compliance

Channels:

Phone, Email 

Markets:

US 

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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

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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

What our building managers, inspectors and service providers say

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

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“These guys are great! Your customer service is A+” 

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“They help you get your job done!”