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video and sends it to India, both as a reference tool and to train other staff members on the client's processes.
BUILDING TRUST AND DRIVING BUSINESS GROWTH WITH ONLINE MEETINGS
GoToMeeting is a critical factor in the success of Xpitax's outsourcing service — both in winning clients initially and in building confidence that leads to lucrative, higher-level projects. Breslin said, "I had a prospect in Canada who was totally opposed to outsourcing, but her boss insisted. She was calling me nonstop, so I brought on her assigned CA and got the two of them talking through GoToMeeting. Now they're fast friends. She's spoken to him, seen his picture and feels like she knows him. They've gone through data files and taken turns with the screen controls. She's very comfortable sending work to him."
She added, "I can name at least five customers we would have lost without GoToMeeting. We saved them because of the ability to collaborate in real time with their teams in India. And we've had clients who didn't send us anything for months, but once we conducted a Citrix session with India, the work started coming in."
Not only does GoToMeeting help persuade reluctant clients to outsource, it also builds their confidence in the abilities of the India team to tackle more complicated projects. "We've seen an increase in hourly work, and also in the level of difficulty because clients feel very comfortable," Breslin continued. "Just having India throw a high-end accounting question at them and realizing they know their stuff is usually all it takes."
Using the Citrix service, Xpitax can show customers exactly how the India staff members do their work. "We can show dual monitors used by the staff — XCM workflow software on one side and on the other, the actual tax or accounting software they're working on. All these capabilities help build clients' trust that we can handle the job." She stated, "When clients get to know their India-based accountant one-on-one using GoToMeeting, they feel much more comfortable and send more work — and higher-quality work — and everyone ends up on the same page."
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