SERVING THE PARTNERSHIP
Technology firm continues to deliver a solution flexible enough to evolve to meet the needs of customers and their business partners
By Lori Widmer
For XDimensional Technologies, Inc.’s (XDTI) Krista Weaver, the company’s president and chief operating officer, serving the customer is core to what they do, and the entire leadership team is part of a hands-on approach. The company, whose flagship product is the cloud-based Nexsure Insurance Platform, has spent the last 20 years focusing on the customer relationship.
“Even though a customer might move throughout the organization, whether they’re partnering with our sales solutions team to envision how XDTI will address their goals or working with our implementation team to launch Nexsure or transitioning to post production support, there is continuity along the way. We believe in hand-shakes versus handoffs, and we focus on graceful transitions to ensure a smooth journey.” That handshake Weaver mentions isn’t the finalization of a deal, but the beginning of an enduring partnership.
Graceful—even under the pressure of rapid company expansion, it seems. In 2002, Nexsure was launched as the first web-based application for the agent marketplace. Today, with their signature product even more relevant than ever, XDTI has evolved the Nexsure Insurance Platform to serve all market segments with robust functionality, while also expanding its customer base.
“Even though a customer might move throughout the organization, … there is continuity along the way. We believe in handshakes versus handoffs, and we focus on graceful transitions to ensure a smooth journey.”
President and Chief Operating Officer
“Our customers value connectivity, efficiency, and experience,” says Lani Cathey, XDTI’s chief executive officer. “They’re expanding their relationships within distribution channels, their carrier markets. We’ve seen an explosion in the need to service partnerships and the whole insurance ecosystem that propels growth, with technology serving as an enabler to achieve outcomes they value.”
XDTI’s involvement with their customers has enhanced communication and creates some strong relationships with customers, which is what the goal is, says Weaver. “We don’t want a customer for a year—we want them for 20 years because we bring value with product functionality and service partnership.”
Customer as partner
Which is exactly what the XDTI team has managed to do. One customer, Jay Byrnes, president of Byrnes Insurance Agency in Dayville, Connecticut, bought the Nexsure system roughly 15 years ago. Back then, Byrnes says his agency was using a system with many different modules, which was proving to be unwieldy in terms of upgrades and user functionality. “I was the guy on the weekends who was trying to figure out how to get the floppy disk to work to do the upgrade. There was always the maintaining of the system.”
What appealed about Nexsure: “The one thing that was very exotic, which is now mainstream, was that it was a cloud-based system. It was very intriguing to me that it was going to be more or less managed for me in the cloud.”
“We’ve seen an explosion in the need to service partnerships and the whole insurance ecosystem that propels growth, with technology serving as an enabler to achieve outcomes they value.”
Chief Executive Officer
A leap of faith for sure, Byrnes said. “We looked at a lot of systems. What really appealed to us was that it was fresh and new and wasn’t encumbered by decades of Band-Aids and chewing gum fixes.”
What also appealed, and still does, says Byrnes, is the culture, and the feeling that working with XDTI meant doing business with a company that was “relevant to us versus going to a huge shop that’s got great capacity, but you’re one of thousands.”
With such a strong focus on meeting customer and market demands, it comes as little surprise to learn that XDTI has had to expand as a company. “Following the investment by Serent Capital in late 2020, we’ve grown the company internally by over 33% in all areas,” says Cathey, stating that the company now employs over 70 employees, all of whom are working remotely. “We’ve added the executive team, the marketing function, and increased engineering talent, and retained our original, valued team members. That is a result we’re proud of.”
“We looked at a lot of systems. What really appealed to us was that it was fresh and new and wasn’t encumbered by decades of Band-Aids and chewing gum fixes.”
Byrnes Insurance Agency
The company’s operations continue to evolve, as well. Weaver says process improvements go hand-in-hand with the expansion. “If we’re doing the same thing we did three years ago, then we’re behind the curve. We’re consistently scaling the operations so that our customers have an exciting experience.”
That’s all part of XDTI’s mandate for profitable growth, says Cathey. She says the company has been “very intentional and selective” regarding the roles they have added. “One of the common things we talk about when we start adding people is if the organization can absorb that and not overburden the existing team.”
Flexibility built in
With growth being handled smartly and customer feedback being central to product updates and offerings, Cathey has one more goal for XDTI: to no long-er be the best kept secret, but to be the household name in insurance platforms. She’s certain the company is already on its way. “Where we are headed is to evolve within the market and the industry. We are going to grow and scale. That scalability and growth helps our customers because we have more resources to deploy the product and partnerships that enrich the value of the platform that we’re delivering.”
Cathey also says the dedication of XDTI employees is critical to the company’s success and to customer loyalty. So is supporting customer growth, as well as the growth of XDTI, which means listening to the market, the customers, and the employees.
“We have big plans, whether it’s internal growth or external growth,” says Weaver. “I truly believe we have something special. It’s been enduring for 20-plus years, but we’re continuing to innovate. I’m really bullish on the prospect of the future.”
Lori Widmer is a Philadelphia-based writer and editor who specializes in insurance and risk management.