Case Study: Xaap achieves faster support and higher satisfaction with Otonomee

Xaap reduces support response time to 15 minutes with Otonomee

Xaap, an inspection reporting platform for building compliance, faced the challenge of scaling its technical support for over 22,000 daily users. Their internal team was focused on development, leaving limited capacity to manage the growing volume of support requests from users who needed immediate issue resolution to maintain strict safety compliance. They partnered with vendor Otonomee to provide a scalable support solution.

Otonomee implemented a tailored customer success and support solution for Xaap. This partnership resulted in a significant reduction in average response time from one hour to just 15 minutes, an 88% service level, and a 4.9 average satisfaction score. Otonomee's support enabled Xaap to effortlessly scale its operations and ensure users received the timely assistance needed to meet compliance requirements.

Xaap