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Xap delivers industry leading CCS Software customer support as a cornerstone of its service to clients
Jason Roberts
May 23, 2022
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Xap, the leading child care management software provider, continues to place high quality customer support as a number one priority for the platform and a cornerstone of the group's commitment to its rapidly growing user community.
“We as an organisation have long known just how important efficient, responsive, knowledgeable and empathetic customer support is to our user community and the broader early childhood education and care (ECEC) sector at large,” said CEO Sean Murphy.
“That is why Xap has invested so significantly in this important area and has worked so hard to make supporting our customers a core part of our DNA.”
“With over 1,500 centres now using the Xap platform, and many more scheduled to onboard in the second half of 2022, our focus on continuing to deliver a top class customer service experience will be central to our objectives going forward.”
Xap team boasts 150 years of ECEC experience and a “customer first, can do” attitude
The Xap customer support team is led by Logan McDowell, Xap’s Head of Customer Success, and consists of 8 client-facing team members with an accumulated total of 150 years experience in the early childhood education and care sector across the team.
“We have deliberately set out to build a team of customer support professionals that are not only technically capable but also understand the nuances and complexities of the ECEC sector itself,” Mr Murphy said.
“The total experience of our team is massive and there is no situation or problem that they haven't faced at some point in their careers supporting ECEC centre leaders and administrators.”
However, building the team is only one part of the broader strategy being deployed by Xap who have also concentrated on developing a culture that places the customer first under all circumstances and also a set of systems and processes that drive continuous improvement across the organisation.
“The importance of culture can never be underestimated when it comes to client facing businesses. We strive every day to be the very best that we can. We believe it is important to always be honest and transparent with our clients to earn their trust and are always looking for opportunities to improve,” Mr Murphy added.
Customer service excellence reflected in multiple user testimonials
The strong culture of customer service excellence, an effective delivery model and ongoing feedback mechanisms that are embedded in Xap’s operating model have proven a winning combination for their users.
Michelle Tuffley, Operations Manager at Sanctuary Early Learning Adventure said, “Through our onboarding experience and day to day support, the Xap support team have always gone above and beyond in helping my team and I so we can focus on the education of the children in our care. We could not do without them!”
David Patrzi, service leader at Woodside Primary School’s outside school hours care services said, “Xap’s support team is amazing. They are always there when I need help, providing clear instructions in a polite and supportive manner. I highly recommend Xap to anyone looking for a fresh alternative.”
And finally, Debra Molloy, approved provider at Wrigglers and Gigglers Child Care Centre said, “We love the support we receive from the Xap team since moving to the Xap CCS platform. They are extremely knowledgeable and professional and always get back to us in a timely manner to help us when needed.”
Looking ahead the Xap teams commitment to service excellence a key priority
Mr Murphy and his team remain 100 per cent committed to driving and sustaining a culture of customer service excellence going forward.
“With such a large network, which is only set to grow from here, it is essential that we invest in and maintain our focus on customer service across our entire user community,” Mr Murphy said.
“Our close partnership with Storypark, with their similar commitment to customer led solutions and sector leading support, places us at the forefront of this important differentiator across the ECEC sector.”
To contact Xap and learn more please click here.
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