Support Operations Diagnostic SprintSimay Aydin
This Diagnostic Sprint gives SaaS and B2B companies clear visibility into what is working, what is broken, and what must be prioritized across their support operations—without guesswork. I conduct a deep audit of your tools, processes, workflows, and KPIs, identify risks and opportunities, and deliver a structured 30–60–90 day roadmap so you can move from uncertainty to clarity with confidence. Unlike traditional consultants, I bring hands-on SaaS leadership experience, meaning insights are grounded in reality, not theory.
What's included
Support Operations Audit Report
A comprehensive analysis of your current support environment including workflows, response structure, team load, routing logic, backlog health, automation usage, documentation quality, and operational gaps.
CX Metrics & Insights Pack
A clear review of your CSAT, NPS, resolution time, first-response time, escalation trends, and customer sentiment with actionable insight on what each metric really means operationally.
Risk & Opportunity Map
A prioritized breakdown of vulnerabilities, inefficiencies, and hidden risks—with clarity on business impact, customer impact, and urgency.
Support Maturity Score & Benchmarking
An objective maturity assessment showing where your organization currently stands compared to scalable SaaS standards, including strengths and weaknesses.
30-60-90 Day Improvement Roadmap
A structured execution plan breaking down what to fix first, what to optimize next, who should own what, and how to measure success without overwhelming your team.
FAQs
Typically 2–3 weeks, depending on access to data, tools, and stakeholder availability.
Access to support tools (read-only where possible), key performance metrics, and short conversations with leadership and support leads to understand context.
No. The sprint is designed to reduce noise, clarify priorities, and remove confusion. Most companies feel relief, not burden.
Both. You receive a clear assessment plus a practical, actionable roadmap with steps, owners, priorities, and success measures.
Yes. Many companies discover hidden risks, inefficiencies, and missed opportunities that are not obvious day-to-day but affect growth, cost, and customer trust.
Absolutely. Many clients choose to move into a transformation or advisory engagement afterwards—but there’s no obligation.
SaaS and B2B companies experiencing growth, operational stress, rising support volume, declining CSAT/NPS, or leadership uncertainty about “what to fix first.”
Contact for pricing
Tags
Freshdesk
Google Apps
HubSpot
Intercom
Zendesk
Community Manager
Customer Success Manager
Customer Support Representative
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Simay Aydin İstanbul, Turkey
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Support Operations Diagnostic SprintSimay Aydin
Contact for pricing
Tags
Freshdesk
Google Apps
HubSpot
Intercom
Zendesk
Community Manager
Customer Success Manager
Customer Support Representative
This Diagnostic Sprint gives SaaS and B2B companies clear visibility into what is working, what is broken, and what must be prioritized across their support operations—without guesswork. I conduct a deep audit of your tools, processes, workflows, and KPIs, identify risks and opportunities, and deliver a structured 30–60–90 day roadmap so you can move from uncertainty to clarity with confidence. Unlike traditional consultants, I bring hands-on SaaS leadership experience, meaning insights are grounded in reality, not theory.
What's included
Support Operations Audit Report
A comprehensive analysis of your current support environment including workflows, response structure, team load, routing logic, backlog health, automation usage, documentation quality, and operational gaps.
CX Metrics & Insights Pack
A clear review of your CSAT, NPS, resolution time, first-response time, escalation trends, and customer sentiment with actionable insight on what each metric really means operationally.
Risk & Opportunity Map
A prioritized breakdown of vulnerabilities, inefficiencies, and hidden risks—with clarity on business impact, customer impact, and urgency.
Support Maturity Score & Benchmarking
An objective maturity assessment showing where your organization currently stands compared to scalable SaaS standards, including strengths and weaknesses.
30-60-90 Day Improvement Roadmap
A structured execution plan breaking down what to fix first, what to optimize next, who should own what, and how to measure success without overwhelming your team.
FAQs
Typically 2–3 weeks, depending on access to data, tools, and stakeholder availability.
Access to support tools (read-only where possible), key performance metrics, and short conversations with leadership and support leads to understand context.
No. The sprint is designed to reduce noise, clarify priorities, and remove confusion. Most companies feel relief, not burden.
Both. You receive a clear assessment plus a practical, actionable roadmap with steps, owners, priorities, and success measures.
Yes. Many companies discover hidden risks, inefficiencies, and missed opportunities that are not obvious day-to-day but affect growth, cost, and customer trust.
Absolutely. Many clients choose to move into a transformation or advisory engagement afterwards—but there’s no obligation.
SaaS and B2B companies experiencing growth, operational stress, rising support volume, declining CSAT/NPS, or leadership uncertainty about “what to fix first.”
Contact for pricing