Sento Corp. Cuts Costs, Improves Customer Service for Xactware through eService Center
Sento Corporation (NASDAQ: SNTO) a leading provider of integrated, multi-channel customer support, has helped Xactware, Inc. of Orem, Utah improve its key customer support goals through the creation and support of a customer eService Center. For Xactware, a major supplier of estimating software for the insurance and remodeling industries, this meant decreasing the overall cost of supporting its software, while increasing the service given to its customers. Developed in conjunction with Sento, the eService Center at eservice.xactware.com has helped reduce phone support wait times for Xactware customers by 75 percent. Most importantly, the eService Center has provided Xactware customers with a variety of self-support options that were previously unavailable.
Xactware customers can find the answers to their support questions around the clock using the online support options of the eService Center, including:
- 24/7 Live Chat Support - Real-time help via Text Talk from support technicians.
- Self-Help Support - Answers to frequently asked questions.
- Email Support - Quick answers though regular email.
- User Forum Postings, answers, opinions, and tips with other Xactware customers.
- Helpful Downloads - The latest service packs, forms, keyboard short-cuts, and more.
- Important News - The latest customer-only product news and announcements.
- Tip of the Week - A new product tip each week.
Sento's Customer Choice Platform - a support model that guides the customer to a series of solutions and at every juncture, offers the option of live support if needed-was applied to the creation of Xactware's eService Center. Sento maintains that if the customer can get a good solution, they'll choose the self-service alternative and will feel good about having done so.
"Xactware's customers know the value of high-quality, affordable and flexible customer support and for the past two years have been able to rely on Xactware's eService Center 24 hours a day, 7 days a week for their technical support needs," said Chris Wells, senior vice president of sales for Sento. "We have been able to provide them with a customer support solution that is as advanced and customer friendly as their estimation software and Internet technology."
"We can definitely say it has represented an increase in service while providing a significant savings in overall cost," says Jim Evans, vice president of operations for Xactware. "We've realized a 30 percent savings in at the cost per issue level, allowing us to offer a broader range of support options, and increase our support hours from 12 hours per day, 5 days a week to 24 hours per day, 7 days a week, all without increasing the price of our software. But the real accomplishment is knowing that our customer's entire support experience is one that they can own and enjoy, according to their preferences."
About Xactware Inc.
Founded in 1986, Xactware, Inc., is a privately held technology services company (www.Xactware.com), specializing in the property insurance, remodeling, and restoration industries. Xactware's technology tools include software estimating programs for PCs and tablet PCs as well as powerful online systems for replacement cost calculations, estimate tracking, and data trending in real time.