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How we ensure customer success

Amy Bourne |

We chatted with Professional Services Manager Scott Key to see what ExakTime does to ensure customers’ success. Here’s what he had to say!

Scott K. on the job.

What if someone asked you, “How much does ExakTime really do to make sure customers are successful?” Please provide concrete examples—we love those.

I would say that we do a lot. Some of it is on the backend. We monitor customer usage to make sure people are using our system. We have software that helps us see how often people are logging in as well as which features they’re using. So we use that to determine whether people are having trouble with our system.

And what else does your team do to ensure success?

We have a dedicated customer success team that tracks our customers for the first 50 to 90 days of life with us here at ExakTime to make sure they’re successful in deployment.

“We’re one of the few construction time tracking companies that actually does training programs. Most are completely self-setup.”


They’re here to make sure new customers are doing everything they need, and getting everything they need, to use our software. If not we reach out to them to try to address those problems right off the bat.

We’re also one of the few companies in our space that actually does training programs. Most of them are completely self setup.

We do use a self-setup model for the 1-to-19-employee small business sector. There are tutorials built into our time tracking software that show them what to do and how to do things. And then if we notice a problem in their usage, we reach out and talk to them and figure out what’s going on.

So you have someone on your team who is monitoring customers’ usage on a regular basis?

Yes, several people, actually.

What’s an example of something you guys might see?

We pull reports every week of customers who have not edited their time cards in 15 days. We alert their account rep and a success team coordinator, who reaches out to see if there’s anything we can do to help.

“Another thing about ExakTime—we don’t have time limits or restrictions on tech support calls. Our focus is on making sure we fix the issue.”


We try to identify people who are having trouble as quickly as we can and try to get them on track.

Another thing about ExakTime—we don’t have time limits or restrictions on tech support calls. That’s a very common practice at big call centers, and technicians get in trouble for having an average call time higher than a certain amount.

We don’t do that here. Our focus is on making sure we fix the issue, and not on how long it takes to fix it. When a call goes long we obviously don’t want to waste the customer’s time, so we’ll let the customer go off and do what they need to do and we’ll continue to work on the issue until we figure it out.

We have a pretty quick turnaround time with getting those issues resolved and fixed. That’s something that I’d say we’re really good at: rallying the troops and quickly fixing a problem.

When a customer’s not using the product fully, what’s usually the problem?

An obstacle to success for customers might be a bit of internal resistance, which we can usually work out in training. But if a customer won’t enforce the new system with workers, we can’t make them do it. Sometimes it’s just a lack of understanding about the product. More rarely there’s something that went wrong in that particular moment, like a bug.

Outside of that it’s just figuring out how to implement our solution in the best way for the customers. We hold a launch call to figure out what they want to do with our system and how they want to do it.

“Even people who are the opposite of tech savvy can figure out our software pretty easily.”


We talk about how they’re doing payroll now, so we can mimic that and build ExakTime into their process as easily as possible. We try to get it the right the first time so we don’t have to go back and rebuild. [laughs]

Do you have tiers of tech support to help when one technician can’t solve a problem?

Yep. A Tier One is someone who handles mostly chats and email response, mobile app setups and configuration questions. Then we have Tier Twos, and then we have our Leads. Leads will get involved if our Tier Twos are having issues. They will pretty quickly identify what the problem is and adjust or correct it. And part of our development team also works with our tech support group to resolve some problems. So we have four tiers, if you look at it like that.

Does a customer have to be tech savvy to use our system?

Not at all. Even people who are the opposite of tech savvy can figure out our software pretty easily.

And when we get customers set up to sync ExakTime with their accounting program, is that a one-and-done deal?

Once we get the connection established, all that’s really left is a configuration call with the customer, and a test export to make sure it’s all working correctly. We support over 60 accounting packages, and each one’s a little different. So from time to time they require some sort of customization from us.

“We support over 60 accounting packages. Our system works great with most of them right out of the box. Others might need a quick adjustment.”


Anything from QuickBooks to Sage to Foundation to Dynamics to lots of others—our system works great with them right out of the box. Here and there an accounting program has made a change that we didn’t know about, if it’s one we don’t see often, and that just requires a quick adjustment to our software.

How about custom development? Is that usually just done with large companies?

We do custom reports all the time for all sizes of companies. They need to see overtime done in a certain way, or they need to see some specialized variant of a report, to see a custom field added.

But the largest part of our custom development is accounting exporters—either small modifications to an existing exporter or creating a new one. For example, ExakTime as a default doesn’t track work orders, but we can do it by location…but depending on the accounting system we’ll usually have to make a small adjustment to be able to export work orders tied to locations.

“Our core vision is focused on customer happiness and satisfaction.”


And then you run into the enterprise clients where we’re doing whole custom engagements. Often with larger companies we’re not working with accounting packages as much as full HR management systems. We’ve got a dedicated project management team working on those engagements, so that it doesn’t take away from the time we have for other customers.

It sounds like we’re here to meld ourselves to what construction customers need?

Absolutely. You can probably look at most modern companies today as being sales-focused companies, development-focused companies or client-focused companies. We certainly put a lot of focus on development, we have sales people who work very hard. But at the end of the day we’re a client-focused company. Our core vision is focused on customer happiness and satisfaction.

And do you think that approach suits construction best?

I think it suits a lot of industries, but I think it’s really important for construction. In this industry, the people who are buying your software are also the people who are using your software—especially at the 50 employees and under range. They’re buying the software out of their own pocket—and they’re using it to try and make their business better. So that’s really important to us, and we try to make sure we do right by them.

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Amy Bourne is the marketing copywriter for ExakTime. She enjoys learning about the real challenges faced in the construction-related field, and providing content that helps business owners work smarter.

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