Support Operations Transformation
Contact for pricing
About this service
Summary
FAQs
How long does a transformation usually take?
Most engagements run 1–3 months depending on company size, tooling complexity, and scope of change.
Do you just advise or also execute?
I do both. I design the strategy and also help implement workflows, dashboards, governance, processes, and team enablement so change actually sticks.
What results can we expect?
Typical outcomes include improved CSAT/NPS, clearer reporting visibility, reduced manual workload, faster responses, more confident teams, and significantly more predictable operations.
What do you need access to?
Support tools, performance metrics, workflow documentation (if it exists), and time with key stakeholders. I work in a structured, low-disruption way.
What size companies is this best for?
Usually SaaS and B2B companies from 10 to 300 employees, especially those scaling fast or experiencing operational strain.
Do you support fully remote organizations?
Yes. I specialize in remote, distributed, global support operations.
Can we continue working after transformation?
Yes. Many companies continue with monthly advisory, optimization retainers, or execution partnerships.
What's included
Support Operations Audit & Executive Report
A deep analysis of your current support environment covering workflows, response structure, ticket routing, team bandwidth, backlog health, automation performance, documentation quality, and customer experience maturity—summarized in a leadership-ready strategic report.
KPI Framework & Reporting Structure
A measurable performance model defining the right KPIs, reporting cadence, dashboards, visibility layers, and accountability structure so leadership and teams make decisions based on real data, not intuition.
Workflow & Automation Architecture
Designed and implemented workflows, routing logic, triage rules, chatbot/automation structure, and efficiency optimizations to reduce repetitive work, speed response, and improve resolution quality.
Customer Experience & Adoption Strengthening Plan
A refined onboarding and adoption experience, including communication flows, education structure, touchpoints, and experience mapping to improve engagement and reduce churn risk.
CSAT / NPS Improvement Strategy
A clear plan to improve satisfaction and loyalty, including feedback analysis, structured listening loops, response strategy, and tactical actions to convert insights into better service outcomes.
Crisis & Escalation Governance Framework
A structured escalation engine, playbooks, communication protocol, and crisis readiness plan so teams respond decisively and leadership has confidence during peak stress moments.
Hiring, Enablement & Training Blueprint
Defined hiring profiles, ramp-up plans, training frameworks, capability scorecards, and enablement structure so new hires ramp faster and teams operate consistently.
90-Day Operations Transformation Roadmap
A prioritized, practical, execution-focused roadmap assigning focus areas, owners, milestones, and success metrics to ensure long-term operational stability and scalability.
