Recent Projects

  • 2-hour phone consultation with a startup founder looking for a recommendation for outsourced frontline support provider. Deliverables: an annotated list of 7 onshore and offshore providers that match the specific skill requirements.

  • 3-week onsite and offsite strategic assessment for a social media startup company. Deliverables: 50 pages Support Strategy framework; KPI dashboard mockup; support team job descriptions; support technology roadmap.

  • 3-hour face to face meeting with a startup founder to discuss online-only vs live support options. Deliverable: a summary of considerations for choosing support delivery model; a recommendation on the way to proceed.  

  • 2-week supportability assessment, medium-side public company. Deliverable: a product roadmap add-on to focus on supportability features both for customer self-service and for assisted support.

  • 6-week Knowledge Management implementation project with a medium size late-stage startup. Deliverable: KM roadmap; project plan; input into functional spec; day-to-day hands-on management of the project; internal launch; KPI analysis.

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