Get round the clock support managing probate cases with the Exizent Knowledge Base
The Exizent Customer Success Team comprises of four passionate, customer-focused individuals — Laura, Linda, Alison and Bekah!
Handpicked as the best in the industry, with a true passion for improving the way everyone experiences bereavement, they are responsible for delivering the best possible service and support to our customers.
Whether through training or review calls, collaborating with the Exizent team on new projects or writing useful articles for our knowledge base, they’re constantly beavering away to ensure that everyone’s experience of working with Exizent is the best it possibly can be.
But just how do they support Exizent’s mission of transforming the way everyone experiences bereavement?
We spoke to Customer Success Lead, Laura McFarlane to see what they’re up to now and to learn about the launch of their brand new knowledge base to support customers.
Laura, how does Exizent define ‘customer success’?
Exizent’s purpose is to improve the bereavement experience for everyone involved. For customer success, this means helping customers manage the estate administration process for their clients as simply and efficiently as possible — reducing the friction often common during the interactions with different institutions to gather information about a deceased’s estate or, making the paperwork required for courts or HMRC as simple as possible to complete.
By reducing the work required within these processes, we free up time for our customers to deliver real value to their clients and use their skills and expertise to support them through a terrible time in their lives.
“For firms where each team member is managing their own caseload in their own way, Exizent brings consistency and helps streamline processes to save time and effort managing an estate.”
What are the main problem’s Exizent is solving for customers now?
Exizent helps bring together the assets of a deceased’s estate in one easy-to-navigate case. All asset and liability details can be captured together, key documents stored in an organised, consistent way and court and IHT forms generated and securely stored against the case. For firms where each team member is managing their own caseload in their own way, Exizent brings consistency and helps streamline processes to save time and effort managing an estate – which results in a better service for their clients.
Our long-term goals are to use technology to get more timely access to estate information. We really want to remove the slow, admin-heavy letter writing processes and confirm information with big institutions like banks much faster.
The first of our data integrations that helps us do this is our Estate discovery work with Experian — an exciting example of how we want to disrupt the sector. Customers can run an Estate discovery search on their case at any point to receive an Experian report back within minutes that details assets and liabilities the deceased held.
“Other services like this in the market take days or weeks to attain the same information.”
As more things in our daily lives become digital and paper trails diminish, this is a really useful starting point to get a snapshot of the deceased’s estate right at the start of the case or even to use as a sanity check to make sure nothing has been missed. Other services like this in the market take days or weeks to attain the same information. Exizent delivers this report in minutes, which lets our customers get started on their case straight away with as much information as possible.
Exizent has recently launched a knowledge base to support customers – what was the reason behind this?
The Exizent platform has been designed and built to be intuitive and easy to use. However, as with any new technology, switching to a new way of working always features a transition period where customers need to ask questions around functionality, access etc. To help them during this period, and give customers the freedom to access support 24/7, we’ve opted to provide a knowledge base featuring 40 articles that make seeking support from us as easy as possible.
We were already providing telephone and email support during core hours but wanted to expand our help function to accommodate flexible working and offer round-the-clock support. Everyone has a preference for how they retain new information. For some, this might be watching a video or reading a step by step guide, for others it might be talking to a real person. We wanted to account for these traits by expanding our support capabilities to suit a wider range of personalities and help deliver the best possible support to our customers how and when they need it.
What is the Exizent knowledge base ?
The Exizent knowledge base can be accessed here at any time. It has 40 articles that explain how to get started with Exizent and access all of the platform’s functionality. You will find some useful videos explaining the platform features and how-to articles on how to use them, with helpful screenshots to guide you. The articles also provide handy hints and tips to help you get the most out of every feature. Our search function makes it easy to find the help you need and, if our article doesn’t help solve your problem, you can still easily reach out to us for support during core hours.
We continuously release new functionality so this knowledge base will grow with the platform
Why is it so important for software businesses to provide these bases to customers and how do you see it helping customers solve problems now and in the future?
As life gets busier and working patterns become more flexible, it’s becoming vitally for everyone to have easy access to the tools and information they need to do their job effectively. Knowledge bases are an easy to access resource which are constantly updated to reflect best working practices and provide instant access to the help you need in the moment.
People have busy lives and where they need help it’s important for them to have access to it quickly and easily.