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XaitPorter – dedicated Client Success Team included

XaitPorter – dedicated Client Success Team included

Silje Stensland
05. May 2020 | 6 min read

XaitPorter – dedicated Client Success Team included

Co-authoring and automation software makes it easier and faster for companies to create winning business documents and ultimately close more deals.

But what if you and your team need assistance using the solution your organization has invested in? What level of support does the solution provider offer?

No matter how good the system is, you’ll likely need follow-up and continuous support. Not only in regards to technical use of the system itself, but also practical, hands-on assistance creating and completing the document.

When you and your team consider investing in an enterprise co-authoring and automation tool, just as important as its features and functionality is the vendor’s ability to provide you with useful resources and reliable support.

Read on to learn more about how Xait provides support to clients worldwide.

 

The level of support you need to win the deal

Creating proposals and other high-stakes, high-volume documents is a 24/7 business, often with teams dispersed across the world. As a proposal manager or proposal team member, you have your work cut out for you. Worrying about not getting the necessary assistance and guidance is the last thing you need.

At Xait, we understand the business-critical importance of getting the help you need when you need it. That’s why we have built a Customer Success Team that is available around the clock – seven days a week – for any inquiry you may have, by phone or email.

 

Always-available Key Account Managers

Our Support Help Desk is available for all ‘standard’ Xait clients during work hours. As a client, you will be assigned a region-specific Key Account Manager who is always available. 

Our Key Account Managers assist with system implementation, including identifying your organization’s key power user. Moreover, the Key Account Manager implements, supports and provides training that is aligned with your sales processes. 

Developing XaitPorter within your organization, as well as contributing to your growth and success, is also part of the Key Account Manager’s role.

However, not every client wants us to stay in touch with their Key Account Manager every week, and then we set up sessions on a monthly or quarterly basis, all depending on what our clients prefer.

 

Ticketing system

Xait’s omnichannel support ticket system allows us to respond to clients across any channel in a seamless way, ensuring a quick resolution of individual support requests. If an issue arises with any given account, the KAM in question is immediately notified. 

 

24/7 support

Furthermore, Xait clients can opt for 24/7 support, which is a paid service. This means that they can pick up the phone and call a designated Key Account Manager whenever they need assistance beyond the scope of ‘basic’ support, i.e. during nighttime, weekends or national holidays.  

 

We help you create that winning document 

Assembling a large business document is a complex, time-sensitive task. When you think you’re only a few steps away from completion, putting it all together and adding the finishing formatting and layout touches may seem like a walk in the park. However, this last 5% of the work, after days or weeks of intense content collaboration, is often where the wheat is separated from the chaff as far as the first impression of the document is concerned. 

Blind spots can crop up when multiple writers work heavily on a single piece. This occurs when you are too close to your work and don’t notice issues that a fresh pair of eyes would pick up on.

“This is why we offer document optimization as a consultancy service, where we help you finalize the document, making sure that you dot the i's and cross the t's”, says Kristian Lie-Bjelland, Key Account Manager at Xait. 

Our CST team members aren’t merely ‘XaitPorter experts’, they know the ins and outs of business document production. When you select Xait as your service provider, that’s exactly what we deliver: a comprehensive service, not just a software solution. 

By drawing on the accumulated experience of dealing with the needs of multiple businesses around the globe, we are fluent in what a company must do to derive maximum value from its proposal team and the co-authoring software being used.

In this way, we assume the role of strategic advisor to you, helping you close more deals.

 

We build trust

Trust is the foundation for the relationship between us and you as a client. Our Customer Success Team helps cultivate and preserve that trust by providing you with a consistent and reliable experience. You need to know that you can count on your Key Account Manager, not only to deliver on your company’s promises but also to be committed to helping you solve your problems, realize your business goals, and achieve success.

Lie-Bjelland continues:

“We assist teams that are tasked with delivering complex documents on deadline. Our clients know that we don’t just deliver a software tool and then leave them to it. We walk them through the entire process till completion, and then we evaluate afterward. They appreciate hands-on support like this, as there’s no room for error with millions or even billions at stake. In tendering, there’s no second place.”

 

License application success

As discussed in a previous blog article, XaitPorter is the standard license round application solution in Norway. Our dedicated Key Account Managers can help with your application document structure, as well as offer consultancy services during the completion process. Higher quality documents, less overtime and more applications are some of the numerous benefits that users of XaitPorter experience.

Lie-Bjelland, who has extensive expertise providing help with streamlining the license application process for oil companies, recalls the words of a client upon completing an intensive application round:

“He told me, ‘Same time next year, then!’. This echoes the sentiment of most of our clients – they want to book us for next time around right away. Because we give them a competitive advantage in a high-stakes game where there’s only one winner.” 

 

Conclusion

Xait Support is available to our clients worldwide. Our Customer Success Team can assist with your document creation process, from start to finish. After all, the Xait values are all about TEXT: Trustworthy – Efficient – Xaiting – Thought Leader. 

When you invest in XaitPorter, you get more than a cloud-based solution that provides complete control over the document production. You also get your hands on a team of seasoned industry experts that are dedicated to helping you achieve your business goals. 

At its core, that’s what our Customer Success Team is all about: ensuring you achieve your desired outcome while using XaitPorter.

 

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Silje Stensland

Silje Stensland

Silje is Marketing Manager of Xait. She holds a Bachelor in Marketing Communication and an Executive Master in Business Administration. She is an analytical, efficient and results-focused marketing and communications professional and her career spans over 15 years within real estate, oil & gas and IT. When Silje is not busy growing the Xait brand, you can find her at her family cabin in picturesque Sirdal, Norway, hiking, trekking and cross-country skiing.

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