Company Profile:
DocRaptor is a cutting-edge technology firm specializing in document conversion services. As an industry leader in HTML-to-PDF and Excel conversion, DocRaptor stands out for its robust, easy-to-use API that allows users to create PDF and Excel documents from HTML code. The company is a part of the Expected Behavior product family, joining a suite of solutions designed to enhance productivity and streamline workflow processes..
Website: www.docraptor.com
Industry: SaaS
Size: 5+ employees
Elevating Technical Product Support: A DocRaptor and Level Up Success Story
Balancing Innovation with Customer Support.
Level Up’s Customized SDaaS for Technical Support.
Advanced HTML, Javascript, & CSS, Technical Support Outsourcing, SDaaS
Enhanced efficiency, accuracy, and decision-making in quality control processes.
The Challenge:
Expected Behavior, creators of DocRaptor, an advanced HTML-to-PDF API, faced a significant dilemma. As a technical product designed for developers, DocRaptor required a high level of customer support, including expert HTML & CSS assistance. This need was consuming an excessive amount of their internal development resources, diverting focus from product innovation and development.
Solution Overview:
To address this challenge, Expected Behavior explored several avenues before partnering with Level Up Development. The chosen solution was a customized SDaaS focused on technical support, which included:
- Dedicated Technical Expertise: A team of specialists trained in DocRaptor’s technology to provide targeted support.
- Scalable Support Infrastructure: An adaptable support system designed to grow with the product’s user base, ensuring all customer inquiries receive timely responses.
Benefits of the Solution:
This partnership introduced several key advantages:
- Enhanced Technical Support: Customers received expert assistance, improving overall satisfaction with DocRaptor.
- Resource Allocation: Freed up internal resources, allowing Expected Behavior to focus on innovation and development.
- Improved Operational Efficiency: Streamlined support processes resulted in faster response times and resolution of customer inquiries.
Accolades:
“Choosing Level Up Development allowed us to not just maintain, but elevate the level of support we offer. Their dedication is evident in every customer interaction,” remarked a DocRaptor team leader.”
“The efficiency and expertise Level Up brings to our technical support have been instrumental in enhancing our product offering,” noted a senior developer at Expected Behavior.”
– Jonathon Fruchte, Chief Customer Officer
Outcome:
The collaboration between Expected Behavior and Level Up Development yielded tangible results:
- Customer Support Metrics: 92% of support tickets were resolved by Level Up, significantly reducing the workload on DocRaptor’s internal team.
- Churn Rate: Achieved an 11% reduction in customer churn, indicating higher customer satisfaction and loyalty.
- Response Time: The median time to close support requests improved from 24 hours to just over 2 hours, setting a new standard in customer support responsiveness.
- Customer Satisfaction: Saw a significant increase in customer satisfaction scores, reaching 90%.
The strategic partnership between Expected Behavior and Level Up Development showcases the transformative power of SDaaS in enhancing customer support operations. Through dedicated expertise and a scalable support model, Expected Behavior was able to not only solve its immediate challenge but also position DocRaptor for future growth and success. This case study serves as a testament to the benefits of leveraging external expertise to improve internal efficiencies and customer satisfaction.
