Support Ops
Customer Support
Reduce cost to serve. Improve CSAT. Build the deflection and AI layer that makes support efficient at scale.
Support playbook + QA
Consistent quality at scale
Knowledge base rebuild
FCR from 40% to 70%+
AI deflection layer
30–50% ticket deflection
Cost per ticket
Visible and falling
The Reality Check
If this sounds familiar, you are in the right place.
Five signals to check for.
The Diagnostic
Five dimensions. One score. The lowest number is where we start.
We embed with your team, shadow your agents, and map workflows against live ticket data. The score shows the gaps. The audit shows why they exist.
The Maturity Model
Where does your Customer Support function sit today?
Five levels. One score. The Discover engagement confirms where you are. The engineer phase moves you up one level. Optimize takes you to the level after that.
Reactive
CSAT < 75%
Flying blind. No routing logic. Tickets pile up until someone notices.
Developing
CSAT 75–82%
Awareness without system. Basics exist. Execution depends on the agent.
Defined
CSAT 82–88%
Process exists. Execution varies. Leadership has partial visibility.
Managed
CSAT 88–93%
System is running. Leaks remain. Thin AI layer.
Optimised
CSAT 92%+
Engine is compounding. Support is a retention function.
Note: Most support functions handling 2,000–20,000 tickets/month sit at Level 2. That is where we start.
What We Build
The Engineer Phase
6–16 weeks. Built inside your helpdesk, your KB, your reporting layer. Your team is using it before we leave.
The Discovery Model
We do not build and leave. We stay in the room, as operators.
From Month 5, dedicated fwdDeploy engineers and ops analysts are embedded in your book. You make the decisions. We make sure you always have the right data to make them.
fwdDeploy Advisor
Strategic relationship owner
Brings benchmark data and commercial judgment to every session
Monthly operating session
Quarterly business review
Escalation support on material at-risk accounts
fwdDeploy Ops Analyst
Runs the operational engine between sessions
Your Ops team,
without the headcount
Weekly portfolio monitoring
Monthly ops pack before every session
Same-day flag on critical risk alerts
What the Ops team runs:
CSAT/CES dashboard
updated weekly, never stale
Queue health sweep
SLA adherence checked, drift flagged
Escalation log
live, prioritised, with context not just ticket IDs
Macro & KB audit
recalibrated monthly against actual resolutions
Routing rule tracking
accuracy monitored, misroutes alerted
One improvement initiative per quarter
scoped, delivered, compounding
The principle: You hired great support people. We make sure they are working with great systems.
The Revenue Model
What the gaps are costing.
15,000 tickets/month · Level 2 · 78% CSAT · scaling pre-Series C. Your numbers go in the Discover phase.
Note: Directional estimates based on industry benchmarks. The Discover phase builds this model using your actual numbers.
Results Timeline
What the journey looks like, from day one to a compounding support function.
Five stages. One outcome. CSAT goes from a reported number to a managed metric.
If the Engineer phase does not deliver what we scoped, you leave with a fully built system, a trained team, and live dashboards. The work belongs to your business. It does not leave with us.
The Maturity Shift
Before and after the Engineer phase
Six metrics. One programme. This is what changes inside your Customer Support function once the system is live.
Five questions. Five minutes. Your maturity score, your highest-impact gap, and an honest read on whether a conversation makes sense.
