Started in 1986, Xactware provides software solutions for insurance and building professionals to help in the process of estimating the costs of building and repair. With ten products under its brand, Xactware’s solutions are utilized by 80% of insurance-repair contractors and 19 of the top 25—including 9 of the top 10—property insurers. The company has recently entered the mortgage and lending industry with a product to track the maintenance on foreclosed properties. Because Xactware’s products are utilized by everyone from mom and pop shops to independent contractors and insurance companies, its customer base includes those who are technologically savvy and novices. To ensure customer success with Xactware products, the company has always put a strong emphasis on providing excellent customer care to support its significant number of users.
Prior to implementing RightNow, Xactware used an outsourced company for customer support. The outsourced solution gave the company limited control over how its customers were serviced. Xactware management understood that an important part of the company’s success stemmed from providing customers with excellent support. To ensure the highest level of customer care, Xactware brought the department back in-house and turned to RightNow for help.
Xactware is growing its U.S. business as well as overseas in the United Kingdom, the Netherlands, and Ireland. To support that kind of explosive growth, Xactware relies on its RightNow contact center solution. Xactware’s agents use RightNow to care for the company’s customers across phone, email, and chat, helping its agents seamlessly capture, track, assign, and manage customer requests from initial contact through resolution. The desktop solution enables agents to quickly and efficiently provide customers with the information they need anytime, anywhere to ensure customer satisfaction. Every support contact is logged as an incident in the system so that agents have access to a customer’s complete history with the company. Because the RightNow solution is integrated with Xactware’s other databases, contact information can be created or viewed without the need for agents to toggle between systems. The effectiveness of RightNow’s support tools has allowed Xactware to meet and regularly surpass their aggressive service level objectives for each support channel (phone, chat, or email) by as much as 80%.
Because Xactware is involved in the insurance industry, the volume of contacts can increase greatly, especially in the event of a natural disaster. RightNow helps Xactware manage these peaks by providing customers easy access to the information they need, both with and without technician assistance. For example, RightNow’s SmartAssistant tool automatically suggests answers before clients can submit emails and Xactware customers can search the library of self-help articles before initiating a chat which extends self-help efficiencies.
Xactware uses a single knowledge repository to store answers to service both customers and agents. Permission settings enable agents to see information not available to customers without the need for separate knowledge bases. Xactware offers free 24/7 online support via web self-service and chat. Customers may opt to pay a fee to speak to an agent on the phone, but with 75% of inquiries coming through chat, many Xactware customers have made it clear that chat is their support option of choice. Since Xactware’s inception of RightNow, usage of chat support has increased by 40%. With chat, agents can more effectively handle higher volume, helping the company gains substantial efficiencies. If an issue is too complex for chat, it can be escalated to phone at no charge. As an added benefit, RightNow’s mobile chat enables customers to contact Xactware wherever they might be, providing an additional support channel.
Because Xactware understands that a positive experience drives customer loyalty, the company offers “We’re Listening” links throughout its website to encourage its customers to offer their opinions. This provides a forum for customers to ask questions, offer complements, and issue complaints. Every question and complaint automatically generates an incident in RightNow, making certain Xactware doesn’t overlook a customer issue. In addition, the company sends a closed incident survey after a customer has contacted the company for support to make sure it is providing the services customers require.
Prior to RightNow, reporting on support data was much more labor intensive and less effective. Now Xactware automatically reports on key metrics such as customer satisfaction, quality assurance, chat queues, and resolution times. “The efficiencies we have gained in reporting alone make the RightNow solution invaluable,” says Kathy Greer, Xactware’s Quality Assurance Manager. For example, quality assurance reports are automated to assist managers with performance reviews and training. Agents also receive automated feedback about areas of strength as well as opportunities for improvement. Additionally, RightNow’s reporting lets Xactware’s development teams see trends in product usage, assisting with future development and improvement. The combination of RightNow’s automated and streamlined reporting capabilities, self-help, and chat technology have created substantial savings for Xactware by supporting the company’s significant growth without adding large numbers of personnel.
Xactware also participates in the RightNow annual summit to leverage the experience of other RightNow users in maximizing the solution. “We get so much from the annual summit. Hearing how other companies are using RightNow helps us imagine how we can expand its use at Xactware,” Greer explains.
Xactware Solutions provides computer software solutions for professionals involved in estimating all phases of building and repair, including claims estimating, contents replacement, claims management, insurance to value (ITV), and construction training software. The company launched in 1986 with its flagship estimating system, Xactimate. Since then, Xactimate has evolved into a high-powered package complete with a patented plan-sketching program. Eighty percent of insurance-repair contractors and 19 of the top 25—including 9 of the top 10—property insurers use Xactimate to calculate the cost of repairs. Xactware is owned by Verisk Analytics.