Xactware Launches In-house Technical Support
Xactware, Inc, the Orem, Utah based developer of software solutions for the property repair industry, announced its new in-house technical support center today. Moving to in-house support provided by Xactware professionals marks an important development in the company's commitment to excellent customer service.
"Xactware support has always been among the most highly rated in the software industry," said Kevin Crandall, Xactware's General Manager over Implementation, "but we want to do more." Although Xactware is moving against a software-industry trend toward moving support to outside companies and even overseas, Crandall says investing more in technical support makes good business sense. "With in-house support, we can respond more rapidly to catastrophes and adjust staff to meet customers' needs. We can also respond to feedback or escalated issues much more quickly."
Brian Gibb, the new support center manager, said the new center will use support tools from RightNow Technologies and an independent quality assurance team to constantly evaluate the support team's quality of service.
In 2001, Xactware transferred many of its in-house support functions to Sento, a leading provider of support solutions. Sento was helpful in expanding Xactware support to 24/7 and in adding live chat and an extensive answer center. The Sento-Xactware partnership produced some of the most favorable support ratings in the software industry. The decision to move all support back in house was partly driven by the introduction of several new Xactware products, record-breaking catastrophes in 2004 and 2005, and a rapidly expanding base of customers. With many of its customers under pressure to work more efficiently and more accurately than ever before, Xactware management decided they could do more to help by bringing support back in house.
Another key motivation for moving the support team in house was the quality of people Xactware has promoted from its original support group. Among Xactware employees who started in support are Jeff Taylor, the Associate VP of Xactimate, Eric Loveland, Senior Vice President of Marketing, and Jim Loveland, Xactware's President and CEO. With support once more in house, Xactware expects the support team will once again be an incubator for key employees and managers in years to come.
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.
For more information about Xactware's products and services, contact Xactware at 1-800-424-9228 or contact us online.