How Xaap enhanced user support and compliance reporting with Otonomee's expertise
Discover how Xaap, a rapidly growing life safety inspection platform, partnered with Otonomee to revolutionize its user support system. With thousands of users depending on real-time solutions, this case study unveils the strategy and collaboration that led to faster response times, improved user satisfaction, and seamless scalability.
The Challenge: Scaling User Support for a Growing SaaS Platform
The Xaap platform played a crucial role in ensuring public safety by helping thousands of professionals stay compliant with life safety regulations. As the number of users grew, with over 22,000 active users relying on the platform daily, so did the complexity of managing real-time inspections and providing uninterrupted support to front-line users. There was a clear need for scalable and efficient technical support. The platform’s users, including building inspectors and facility managers, depend on timely issue resolution to keep inspections on track and ensure compliance with strict safety regulations. Errors such as incorrect device statuses, missing data, and discrepancies in inspection reports needed immediate attention to avoid delays in compliance processes.
Xaap’s internal team was focused on product development, leaving them with limited capacity to manage the growing volume of support requests. The challenge was clear: they needed a partner who could provide top-notch technical support, scale quickly, and maintain high service quality.
The Solution: Expert SaaS Support and Streamlined Operations
When Xaap partnered with Otonomee, the goal was to deliver exceptional user support while ensuring the platform remained compliant and operationally efficient. With this goal in mind, Otonomee developed a tailored customer success and support solution to meet Xaap’s unique needs:
- Building a Skilled Support Team: Otonomee assembled a dedicated team of technical support agents with specialized knowledge of the fire safety industry. Each agent underwent rigorous training to understand the unique requirements of compliance reporting and inspections. The team handled over 500 support tickets and 200 calls weekly, ensuring that no issue went unresolved for long.
- Knowledge Base Implementation: To empower users and reduce dependency on support agents, Otonomee developed a comprehensive Confluence knowledge base. This resource included detailed guides, troubleshooting steps, and FAQs, enabling users to solve common issues on their own.
- Proactive Process Improvement: Otonomee didn’t stop at just managing support requests. They introduced proactive measures, such as regular performance reviews and process audits, to identify areas for improvement. By optimizing workflows, they significantly cut down response times and enhanced the overall user experience.
- Enhanced Reporting: Understanding that data-driven decisions are key in a SaaS environment, Otonomee set up advanced reporting mechanisms. These reports provided Xaap with actionable insights into support trends, user behavior, and performance metrics, aiding in strategic planning and future growth.
The Benefit: Improved Efficiency and User Satisfaction
With Otonomee’s support, Xaap achieved:
- Operational Scalability: Otonomee’s expertise allowed Xaap to scale its support operations effortlessly, meeting the demands of a growing user base without compromising on quality.
- Faster Resolutions: The average response time was reduced from one hour to just 15 minutes. This quick turnaround ensured that users received timely assistance, keeping inspections on schedule.
- Higher Satisfaction: Maintaining an 88% service level and achieving a 4.9 average satisfaction score were key indicators of the partnership’s success. Xaap’s users appreciated the prompt and knowledgeable support, which directly contributed to their ability to meet compliance requirements.
Summary: How Otonomee Helped Xaap Scale User Support, Boost Satisfaction, and Ensure Compliance in a High-Stakes Industry
Through a collaborative partnership with Otonomee, Xaap successfully scaled its technical support operations, ensuring that users receive swift and knowledgeable assistance. By implementing tailored solutions and continuously improving processes, Otonomee enabled Xaap to maintain compliance and high service standards in a highly regulated industry. This partnership highlights Otonomee’s capability to support complex SaaS platforms, delivering value through operational excellence and superior customer support.
