Drake Software: Enhancing Customer Experience & Security Standards | John Witherspoon & Chris Sabby
In this episode of Accounting Insiders Gary DeHart discussed Drake Software products with John Witherspoon and Chris Sabby. John manages Drake Portals, and Chris oversees Drake Pay, focusing on meeting customer needs and improving products based on feedback and collaboration with tech teams.
Customer feedback is essential for Drake's product development, utilizing surveys, support data, and monitoring user behavior. John and Chris emphasized balancing internal resources effectively to meet customer demands. Amid COVID-19, a shift towards online tax products like portals was made to adapt to remote work challenges. Drake ensures robust security standards following NIST guidelines and compliance with regulations such as PCI DSS for data protection.
Drake Software offers a suite of tools like Drake Tax for tax preparation and Drake Portals for e-signatures. The latest addition, Drake Pay, integrates payment facilitation within their ecosystem. The dialogue provided insights into product evolutions driven by customer feedback, focusing on continuous improvements over time to enhance user experience.
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