How Xano helped BELFOR increase their NPS score 30% with a new task management system
BELFOR increased their NPS score 30% with a new task management system built on Xano, launched in 3 months and unifying 100% of their internal processes.
BELFOR is a leading disaster recovery, property restoration, and emergency response organization. It generates $2 billion in annual revenue, with 14,000+ employees across 24 countries.
Industry
Property restoration
Company type
Enterprise
Solution
Internal tool
Use case
Task management system
Stop 01
Challenges
BELFOR needed a new internal system to manage employee tasks, connect data, and replace an inefficient legacy tool. "We aimed to lessen our reliance on the tools we were utilizing, which were not suited to our processes," said Arthur Fournel, COO at BELFOR France. They worked with consulting agency Kairos to build the custom solution.
Build a custom task management within three months
BELFOR's existing tool was built within a platform that they used to connect with insurance networks and retrieve data. With the license expiring, they opted to build their own solution rather than renew.
The existing tool wasn't tailored to their needs and was shared among competitors. Customizations were slow and costly. "In some cases, they could request custom developments on the existing tool, but it took an extremely long time - six months to a year. And it was very expensive," explained Sacha Kissous, CEO at Kairos.
Integrate with legacy platform
The new system still needed to retrieve critical data from BELFOR's legacy platform, which connected to all major insurance providers in France and required strict security compliance.
Eliminate data and process silos
Different BELFOR teams had different processes. They supplemented their legacy tool with physical files, Excel spreadsheets, and a sprawl of other methods - leading to inefficiencies and delays.
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Following an analysis, we recognized that Xano would be an excellent option to fulfill our stringent security requirements.
Arthur FournelCOO at BELFOR FranceStop 02
Solutions
Within just three months, Kairos built a fully-functional task management system for BELFOR. They created the backend entirely in Xano, with a WeWeb frontend. A team of five executed the project: one product owner, one designer, and three developers.
Connect all of BELFOR's data and external tools
Xano serves as the central connector for all of BELFOR's external tools, unlocking new possibilities for their system - including in data visualization and team efficiency.
Previously, BELFOR's support team managed all requests through a Gmail inbox, making it incredibly difficult to handle their high ticket volumes. By integrating Xano with Salesforce, Kairos built an interface that directly incorporated support tickets into the new system. This allowed the support team to assign, respond, and redirect requests - significantly improving workflow efficiency.
The new system also maintained access to critical insurance data by integrating with BELFOR's legacy platform. Kairos passed the platform's stringent security checks and earned their SINAPPS certificate. "I'm 99.99% sure we're the first team to achieve this certification using a visual programming stack," Sacha noted.
Transform physical files to digital workflows
Kairos began with a consulting phase to identify workflow inefficiencies. They discovered BELFOR relied heavily on paper records for task tracking. By fully digitizing processes and centralizing data with Xano, BELFOR eliminated error-prone manual paperwork. "Now, everything is automated," Sacha explained.
Standardize processes across teams
Kairos built a custom internal dashboard featuring task tracking and KPIs. Employees can now log in, check their dashboard, and see upcoming deadlines at a glance.
The new system automatically categorizes and assigns tasks, ensuring dynamic visibility - team members only see what is relevant to them. "It's very easy for them not to forget anything," Sacha explained. "The system tells them what to do."
The unified workflow completely eliminated scattered files and processes, improving consistency and progress visibility across teams.
Learn more about how Xano can scale your business.
At first, David Dratwa - the CTO at Kairos - was skeptical. "I was totally against it… But then Sacha insisted I check out Xano, and it completely changed my mind."
Unlike app builders designed for non-developers, Xano provided a robust, developer-friendly environment. Working with JSON in other tools was a "nightmare," but seamless in Xano. "Now, 90% of what we do is built with Xano. It's a real development tool that lets you build software faster."
Xano provides enterprise-grade security
Security was a top priority - especially for integrating with BELFOR's legacy platform and achieving the SINAPPS certification. Xano was the first platform of its kind to meet these requirements.
The legacy platform monitored BELFOR's API connection for compliance. Xano's existing security certifications ensured that their infrastructure met the platform's stringent standards. "Because Xano already had certifications like ISO 27001, we didn't need to do an audit. This saved a lot of time," David explained.
Xano's fully-managed infrastructure also eliminates the need for any DevOps overhead. Features like role-based access controls, a dedicated compliance dashboard, and custom data backups provides even more safeguards.
Compared to traditional coding, Xano significantly speeds up development
"I love how easy it is to deploy, branch, and manage different apps," David said. Compared to traditional development with Node.js, Xano significantly accelerated the process. "As a complete tool, Xano is very impressive."
The Function Stack and reusable custom functions make building APIs fast and intuitive, with the option to write custom code whenever it helps. One-click deployments happen instantly, with no server setup or maintenance required.
Xano's development speed doesn't compromise on functionality - it still provides a professional-grade developer environment
"Xano is Turing-complete and lets you work with objects like you would in traditional coding," David said. Anything that can be built with code can be built in Xano, with features like Lambda functions and microservices adding even more flexibility. The built-in test environment also allowed Kairos' team to run and debug endpoints directly within the platform.
Kairos saw Xano as the best of both worlds - a backend the whole team can read, with the power of traditional code. "It's a tool for developers, not just a visual builder," Sacha said.
Stop 04
Results
A team of five built BELFOR's custom task management system, in just three months
The new system dramatically improved efficiency and transparency in task tracking. Real-time, centralized data access enabled faster and smarter decision-making.
BELFOR increased their NPS score by 30%, leading to more client projects and revenue
Client satisfaction is measured through an NPS score. The new system's efficiency boost significantly improved BELFOR's turnaround time, leading to a higher rating and attracting more clients.
BELFOR teams can now request new internal features and solutions, with no roadblocks
Sacha believes this initial project has shown BELFOR the wide range of what Xano can achieve. "They now have the tool and the capability, and they're exploring how they can further leverage it with Xano."
BELFOR has not only optimized internal workflows but also positioned itself for future growth. "Employees can now request software or solutions, which is entirely new for them. In the past, if any software wasn't built exactly as they wanted, they just had to deal with it," David said.
