Most support structures weren’t designed, they just happened. We’re here to change that. Our Support Consultancy helps you take a step back, rethink how support fits into your business, and build a system that delivers better outcomes for your users and your brand.
This isn’t about audits or theory. It’s about making support work the way it should
What We Offer:
Current-State Assessment
We dive into your support structure, tools, people, workflows, channels, and metrics, to identify where things break down and where opportunities are hiding.
User-Centric Redesign
Everything we build is based on the people you serve. We look at the full user journey and design support that’s intuitive, consistent, and aligned with your brand promise.
Process Optimisation
We streamline workflows, improve handovers, reduce ticket loops, and remove friction, so your team can move faster and users get what they need first time.
KPI Alignment and Service Design
We help you shift from chasing metrics to creating real impact. From resolution times to NPS to reduced volume, we align your operations with meaningful outcomes.
Scalable Structure and Tooling
Whether you’re preparing for growth, entering new markets, or struggling to keep up, we help build systems that scale without chaos, including advice on tooling, knowledge bases, and AI-readiness.
What We Help You Achieve:
A user-first support culture that adapts over time
Fewer escalations, faster resolutions, and happier users
Clearer team roles, better workflows, and stronger handovers
A support structure that actually matches your product
Foundation for proactive support and smarter automation
Aftermarket Support Consulting IS IT FOR YOU?
Support shouldn’t be a patchwork of quick fixes and firefighting. Our consultancy is designed to bring structure, clarity, and long-term improvement, but it is it what you need right now?:
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Ideal for:
Companies looking to improve their support without rebuilding from scratch. Especially valuable for teams scaling fast, dealing with repeat issues, or feeling stuck in reactive mode. -
Design Support Like You Mean It
Great support doesn’t happen by accident. We help you build it on purpose — for today’s needs and tomorrow’s growth.
Frequently Asked Question
What do you actually do during a consultancy engagement?
We dive into your current setup, tools, workflows, tickets, team structure, and culture, then map out what’s working, what’s broken, and what needs a redesign. You get a clear plan to make your support smarter, leaner, and more aligned with your brand.
Will this just result in another report we never use?
No chance. Our recommendations are built for execution, not PowerPoint. Everything we deliver is actionable, prioritised, and designed to make an immediate impact.
How do you make sure your advice fits our brand and customers?
We don’t do generic. We take time to understand your users, tone, promise, and pressures. Then we craft a support structure that matches what your customers expect, and what your brand stands for.
Can you work with our in-house team, or do we need to outsource?
We’re here to support your existing structure, not replace it. Many of our clients keep their teams and use us to improve systems, coaching, and processes, making what you already have work better.
How do you measure the success of a consulting project?
We look at reduced ticket volume, faster resolutions, higher user satisfaction, and internal clarity. You’ll know it’s working when support becomes a strategic asset, not a daily firefight.
