Situation
The VC-backed Ed-Tech company struggled to free up the resources required to scale the company and attract investors.
In addition, the executive team was concerned that the overwhelmed customer support team was unable to meet customers’ expectations.
Action
Customer Support Workflow Simplification
Refocused the priorities of the customer support team to align with the executive team’s objectives
Drove greater data visibility through the tech stack to facilitate more accurate ticket tiering
Redesigned workflows to optimize goals and tech capabilities
SG&A Operating Costs
We analyzed the company’s vendor spend and streamlined its technology stack, through:
Elimination of duplicative services
Right-sizing licenses and packages to the company’s operating needs
Contract negotiations with vendors
We also embedded approval and governance processes to consistently deliver the best possible vendor and tech stack contract negotiations, purchases, and renewals for the company.
Results
The company’s improved financial and operational performance enabled it to scale revenue without adding headcount, and accelerated its timeline to profitability.
Within 1 month of implementation, the number of support tickets dropped by 30% and the “minutes to first reply” reduced by 66%.
We delivered $240K in annualized SG&A rental and tech savings (39% cost savings.)
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