KEEP IT IN-HOUSE MAKE IT WORK.
The team stays. The way it works does not.
You have a team and it works. You want higher satisfaction and a tighter operation.
We find where the time goes and what keeps coming back. Nobody works harder.
What a customer service audit covers
What we offer
Where the time actually goes
Every system, workflow and performance area, examined for where the time disappears.
If it is not written down, it is not a process. It is a person. That is why new starters take two months and why everything stops when one of them is away.
Designed around the person contacting you
Map the journey, align the tone, fix the structure.
Support stops feeling like a different company to the product.
Fewer loops, fewer handovers
Users get what they need the first time. Teams work faster.
Most of what feels like volume is the same issue arriving three times.
The numbers we would hold you to
Total resolution time first. Then satisfaction. Then the recurring issues removed.
First response time measures how quickly someone said hello. Your customer is not waiting to be greeted.
Structure that survives growth
A shape that still works when the volume doubles, or when the person who held it together leaves.
Written down, so it is a process and not a person.
Ready for AI, if it helps
Clean data first, because nothing works without it.
We will also tell you where AI would make your support worse. That is a real answer and you should expect to hear it.
What you get
A clear picture of where support time actually goes
The repeat issues, ranked by what they cost you
A structure you can hand to whoever runs support
greed decision boundaries, so fewer things escalate
A baseline to measure the next six months
In-house optimisation. Is it for you?
For teams keeping support in house who want it measurably better.
Included whenever we run your support. Available on its own if it is staying with you.
Not everyone should outsource support, and we will say so if that is the answer. If the answer is that you should hand it over, we will tell you that too.
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Ideal for
Established support teams with a working operation and a target they are not hitting. Satisfaction, resolution time, or the same issues arriving every week. -
A plan, not a slide deck
You get a structure you can hand to whoever runs support, and a baseline to measure the next six months against.
Frequently Asked Questions
What does a customer service audit cover?
Where the time actually goes, which issues keep coming back ranked by what they cost, and what to change. Every system, workflow and performance area.
Which support metrics actually matter?
Total resolution time first, then satisfaction, then the recurring issues removed. First response time measures how quickly someone said hello, and your customer is not waiting to be greeted.
How long does a review take and what does it cost?
This depends on the size and shape of your operation however it's priced as a fixed fee. We tell you the shape before you commit.
What do we get at the end of a support review?
A structure you can hand to whoever runs support, the repeat issues ranked by cost, agreed decision boundaries so fewer things escalate, and a baseline to measure the next six months against. Not a slide deck.
What if the answer is that we should outsource after all?
We will tell you. We also run support, so we have an obvious interest in that answer, which is exactly why we say it out loud rather than steering you there.
Swedish company Global Reach.
Based in Göteborg, delivering from sites across Europe, Asia and the Americas.
Engineers across the Nordics and northern Germany.
Global teams, local care
