Case Study: Xaap scales support and compliance reporting with Otonomee

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

Xaap, a growing life safety inspection SaaS platform, was facing the challenge of scaling its technical support for its 22,000 active users. With its internal team focused on product development, the company needed a partner to manage the increasing volume of support requests and ensure timely issue resolution for its compliance-focused user base. To address this, Xaap partnered with vendor Otonomee for technical support and customer success services.

Otonomee built a dedicated support team with specialized industry knowledge, implemented a self-service knowledge base, and introduced proactive process improvements. This solution drastically reduced the average response time from one hour to just 15 minutes. The partnership also achieved an 88% service level and a 4.9 average customer satisfaction score, enabling Xaap to scale its operations efficiently while maintaining high compliance standards.

Xaap

Glenn Sorensen

Program Success Leader