Prioritizing customer service – from your dedicated team to your Self Service Manager

Prioritizing customer service – from your dedicated team to your Self Service Manager

Prioritizing customer service – from your dedicated team to your Self Service Manager 1920 1465 Oskar Malina

Here at XTRF, we provide software as a service. And for us, it’s not just a name. We take customer service seriously. We’re solutions-driven, always looking at different ways to solve your problems and make your work life easier. We apply this approach to customer service too. There are many different ways for you to get support, depending on the type of help you need, and how you prefer to access it.

A dedicated support team

From when you first become an XTRF client, you’ll have a dedicated support team. They’re there to help every step of the way. You start off with a dedicated Sales Consultant. Then, if you need, you’ll have a dedicated Project Manager and Implementation Team. Once everything’s set up, you’ll be assigned a dedicated Customer Success Manager or given contact to our Customer Success Team, depending on the XTRF package you have purchased. All these people are members of our friendly team, there to help when you have a question or get stuck.

Help with advanced customization

There are plenty of ways you can make changes to XTRF right out of the box. You can configure your dashboards or reports, add columns, or turn on vendor anonymization. But if you want to step things up a level and properly tailor aspects of the system to your unique needs, that’s where our Customization Department comes in. They can build almost anything you can dream up.

Self-service help

The XTRF Academy is our self-paced learning platform. It’s an excellent resource for bringing new staff members up to speed, or for experienced users to brush up on specific areas. It’s divided into bite-sized chunks of information, meaning you can easily dip and out as you need.

The Knowledge Base is a treasure trove of information. It’s the place to turn to for answers to specific questions. It goes into the nitty-gritty, walking you through processes step by step.

And then there’s the new Self Service Manager. It’s like the administrative center for your XTRF account. It includes the name of your package, instance, storage usage, and allows you to easily update your number of licenses or request a training session with our team. This means you don’t need to send us an email or jump on the phone, you can simply make these changes yourself.

We welcome feedback

We don’t just design a feature or product and leave it at that. We listen and take on board your feedback, then tweak and refine things. So if you have suggestions for how we could improve or change the Self Service Manager (or any other aspect of the system), please feel free to get in touch with your Customer Success Manager or send us an email at

Oskar Malina

Oskar Malina

I have 5+ years of experience in communication with individual clients as well as 4 years in business to business communication. For almost 2 years I am managing two integrated teams: Project Managers and Customer Successes Managers. I am characterized by the ease of communication and attention to detail. The ability of logical and analytical thinking allows me to face the appearing challenges with a fresh, more friendly perspective. I believe that work based on processes is important, however, leaving space for common sense is just as essential. Open mind, resourcefulness, creativity, and a sense of humor are not only my character traits but something that I value in people that surround me.

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