Support Operations Diagnostic Sprint
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About this service
Summary
FAQs
How long does the Diagnostic Sprint take?
Typically 2–3 weeks, depending on access to data, tools, and stakeholder availability.
What do you need from us?
Access to support tools (read-only where possible), key performance metrics, and short conversations with leadership and support leads to understand context.
Will this create more work for our team?
No. The sprint is designed to reduce noise, clarify priorities, and remove confusion. Most companies feel relief, not burden.
Do you just analyze or also recommend solutions?
Both. You receive a clear assessment plus a practical, actionable roadmap with steps, owners, priorities, and success measures.
Is this useful even if we “think” things are okay?
Yes. Many companies discover hidden risks, inefficiencies, and missed opportunities that are not obvious day-to-day but affect growth, cost, and customer trust.
Can this lead to a larger engagement if we want help executing?
Absolutely. Many clients choose to move into a transformation or advisory engagement afterwards—but there’s no obligation.
Who is this best suited for?
SaaS and B2B companies experiencing growth, operational stress, rising support volume, declining CSAT/NPS, or leadership uncertainty about “what to fix first.”
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.
