This past year has been profoundly impactful for SiteMax. Commemorating our 10th anniversary while eagerly looking forward to the future, we're thrilled to outline some of the pivotal highlights we've achieved collectively.
Message from our CEO
Taking a moment to ponder the journey and moments that defined this year, let's revisit the standout achievements of 2023.
CUSTOMER DRIVEN PRODUCT CHANGES
Listing every improvement we've made would be extensive, but our engaged customer base has been pivotal in enhancing every modules. While continuously adding new functionalities, configurations, and screens, our primary focus remains on elevating our existing offering, often through complete redesigns. Anticipate more advancements in 2024!
User Interface Enhancements:
Layout Refinements: Redesigned interface components, including menus, buttons, and visual elements, for a more intuitive and modern look.
Customization Options: Introduced user-configurable interface settings for personalized user experiences, such as workflow customization and table preferences.
Accessibility Focus: Improved accessibility features like keyboard navigation enhancements, email templates and screen reader compatibility (PDFTron).
Management Organization Enhancements:
Activities Grouping: Introduced a versatile grouping mechanism for organizing activities, allowing users to categorize tasks, projects, or activities by various criteria.
Enhanced Filters: Expanded filtering options for sorting and managing data, enabling users to sort, prioritize, and view information based on multiple parameters.
Timeline Views: Introduced timeline-based visualizations for better tracking and scheduling of activities, allowing users to visualize task progress over time.
Reporting Capabilities Strengthened:
Expanded Report Templates: Introduced a broader range of report templates catering to different aspects of job site tracking, including progress reports, compliance reports, and analytics reports.
Custom Report Creation: Enhanced the ability to create custom reports tailored to specific project requirements, enabling users to extract and present data in unique formats.
Real-time Analytics: Introduced real-time analytics and live reporting features, providing immediate insights into ongoing project activities and performance metrics.
Mobile Application Optimization:
Performance Boost: Optimized the mobile app for faster load times, smoother transitions, and overall improved responsiveness on various devices and network conditions.
Offline Functionality: Enhanced offline capabilities, allowing users to perform essential tasks without an internet connection and seamlessly sync data when back online.
Mobile-specific Features: Introduced mobile-specific functionalities like location-based services, camera integrations, and on-the-go notifications for enhanced mobile utility.
Additional Functionalities:
Third-party Integrations: Expanded integration capabilities with other software or services commonly used in the construction industry, such as project management tools, accounting software, and CRM systems.
Advanced Data Handling: Introduced support for larger file formats, improved data import/export options, and enhanced API capabilities for smoother data exchange between systems.
Security and Compliance: Strengthened security measures, including role-based access controls, data encryption, and compliance with industry-specific regulations (e.g., GDPR, HIPAA) to ensure data privacy and security.
2023 improvements across SiteMax's user interface, task management, reporting, mobile optimization, additional functionalities, and security measures aimed to create a more comprehensive, user-friendly, and efficient job site tracking solution for the construction industry.
CUSTOMER DRIVEN SERVICE OFFERING
We’re excited to take you through the incredible journey we’ve shared in meeting your needs. Using videos, AI, step-by-step walk-throughs, our aim has been to equip you with the resources necessary for your unique learning path and successful adoption of a new tool. Our goal remains to simplify your work, making it more efficient and never more challenging.
Here’s a glimpse of our achievements:
125 New Custom Reports: We’re thrilled to have delivered 125 new custom reports, specifically designed to cater to your unique requirements, providing you with valuable insights.
226 Customizations with Compatible Files: Our commitment to seamless experiences led us to handle 226 customizations, ensuring compatibility across various files to make your interactions smoother.
Special Requests for 120 Customers: Your special requests matter, and we’ve been honored to assist 120 of you with personalized solutions, dedicated to meeting your individual needs.
10,681 New Users: Your trust in us has brought 10,681 new users into our community, and we’re thrilled to have welcomed them, thanks to your referrals and trust.
3,000 Conversations: Engaging in 3,000 conversations with you allowed us to better understand your concerns and promptly address them, ensuring your satisfaction.
96.2% Satisfaction Rate: Your satisfaction is our priority, and achieving a 96.2% satisfaction rate reaffirms our commitment to providing top-notch service.
Under 15 Minutes Response Time: We’re proud to have maintained a response time of under 15 minutes, ensuring you receive timely assistance whenever you reach out.
19,398 Article Views: Our self-help resources garnered 19,398 views, indicating that our knowledge base has been helpful in addressing your queries.
59,949 Proactive Messages: Our proactive approach meant we sent nearly 60,000 messages, aiming to assist you before you even needed to ask and keeping you in the loop with our updates.
9,314 Self-Resolved Requests: Your empowerment matters; 9,314 requests were self-resolved using our resources, showcasing the effectiveness of our content.
188 Requests Resolved by AI out of 458: Our AI support resolved 188 issues out of 458, demonstrating the potential of our automated assistance.
We had many new customers, like Zed Electric, RainCity Aquatic Designs or Southpointe Energy & Construction coming from recommendation from our existing customers. That’s our best reward.
We also want to thank our legacy customers and our team that has brought most systems to our new code base for time and permissions before this January cut-off. Accepting change, even for the best, is never easy and we thank our staff for evening and weekend work that made that process easier.
Thank you for being an integral part of our journey this year. Your trust, feedback, and support continue to drive us to excel. Here’s to another year of exceptional service and growth together!
SITEMAX BUILDING A DREAM TEAM
As we bid farewell to 2023, SiteMax reflects on a year of growth, innovation, and the development of a dream team that has significantly elevated our services.
Marjorie and Carrina's Impact
In the second quarter of 2023, SiteMax welcomed Marjorie and Carrina to its ranks, and their impact has been nothing short of remarkable. These dynamic individuals brought creativity and innovation to the forefront. Their integration of AI technology into the SiteMax support system has not only enhanced our services but also showcased their proficiency in new software applications.
The duo optimized the onboarding process, creating a seamless experience for new users. They expanded and upgraded SiteMax's self-service resources, ensuring improved accessibility and user experience. Moreover, Marjorie and Carrina enhanced the customer support triage system, guaranteeing timely and effective assistance. Their consistent collaboration with developers also led to improvements in software documentation quality.
Tetiana Paratsii, the Marketing Coordinator
Adding to the roster of talent, Tetiana joined SiteMax as a Marketing Coordinator. Her role involves developing, coordinating, and executing marketing campaigns to bring vibrancy to our company. With Tetiana on board, we look forward to even more engaging content that reflects SiteMax's essence and help spread the good work one construction company at a time.
Celebrating Rapha Banson's Journey
In December, SiteMax celebrated the anniversary of Rapha Banson, who was promoted to Head of Support and Professional Services. Since joining as an Implementation Manager two years ago, Rapha has shown exceptional drive and determination. His deep understanding of clients' needs and outstanding problem-solving skills have contributed significantly to SiteMax's success. Rapha will now leverage his expertise to streamline customization processes, reducing reliance on our development team and optimizing time and resources. He will be our level of escalations for technical issue and a guide and mentor for our two talentuous Product Specialists.
Introduction of Robust Professional Services
2023 saw SiteMax Systems take a significant leap forward by introducing Professional Services. Tailored to meet the unique needs of each business, these services include training, data reporting, customization, and advanced support. Recognizing that every organization has its own way of doing things, SiteMax aims to make the digital transformation journey smooth and tailored for each client.
Full-Cycle CSMs in 2024
Looking ahead to 2024, SiteMax promises comprehensive support with full-cycle Customer Success Managers. Clients, both existing and new, can anticipate an end-to-end approach to managing and ensuring success . From initial onboarding to continuous communication, the goal is to maximize the value customers derive from our services, fostering long-term satisfaction and loyalty.
Our CSMs are here to know you, your needs, and your goals. They will help you achieve success and relay to our team on the Pro Services or on the Product side what to build to do so.
Exciting News and Farewells
As we embark on new beginnings, Dameli, one of our developers, is making a big move from Kazakhstan to join us in Canada in the first quarter of 2024. We eagerly anticipate the unique contributions she will bring to our team.
On a bittersweet note, Christian Hamm bids farewell to SiteMax after contributing significantly to our journey. SiteMax expresses gratitude for his hard work and wishes him the very best on his new adventure, confident that his future endeavors will be as bright as his time with the company.
SiteMax's 2023 has been a year of growth, innovation, and building a strong, collaborative team. With eyes set on the future, we look forward to continuing this journey of growth and innovation in the years to come. Cheers to the journey ahead! 🚀