Our Services
Improve your support operations, customer experience and service delivery through structured discovery, process improvement, technology optimisation and AI enablement.
Entry Offers
Not sure where to start?
We can begin the support optimisation journey in a few different ways. These entry offers are designed to identify opportunities for improvement and help determine the most appropriate support improvement package.
Pulse Check
Free15 minute introductory review to identify key support challenges and potential next steps.
Clarity Hour
£951 hour consultation to explore support challenges and agree practical next steps.
Data Insights
£495Analyse support interactions to identify customer demand, support workload drivers and improvement opportunities.
Growth Blueprint
£995Combine stakeholder interviews, operational review, support data analysis and recommendations into a prioritised support improvement roadmap and package recommendation.
If you proceed with a full package within 90 days, you will receive a £500 credit.
Core Services
How we work together
Our core services are made up of service modules. They can be delivered individually or combined into a package that fits the maturity, scale and priorities of your support operation.
Design & Transformation
Discovery & Design
Powered by the OPCX 6 Layers of Support Maturity Framework
We assess the current support operation and design improvements that enhance consistency, customer experience and operational efficiency.
Key outcomes could include:
Customer support processes and operating procedures
- Channels, routing and escalation paths
- Knowledge management and governance
- Reporting and performance measurement
- Cross-functional service processes and handoffs
- Opportunities for automation and AI enablement
System Implementation or Improvement
Powered by the OPCX 6 Layers of Support Maturity Framework
Using the model defined in Discovery & Design, we can implement or improve your support system through a structured delivery approach.
Key outcomes could include:
- Platform configuration, workflow automation and routing
- Knowledge base and self-service design
- Reporting and dashboard configuration
- Testing, training, go-live, handover and hyper-care support
Service Design & Integrations
Powered by the OPCX Service Process Optimisation Framework
Align support operations with business systems, customer journeys and wider business processes to create a connected customer experience.
Key outcomes could include:
- CRM and customer data integration
- ERP and business process integration
- Ecommerce and order management workflows
- Telephony and communication channels
- Customer journey and service process design
AI Enablement
Powered by the OPCX 6 Layers of Support Maturity Framework
AI is most effective when strong support foundations already exist. Where additional foundations are required, we provide a practical roadmap before implementing AI solutions.
Key outcomes could include:
- AI use case identification and prioritisation
- Knowledge and process readiness assessment
- Identification of automation opportunities
- Evaluation of built-in and third-party AI solutions
- AI implementation, testing, governance and adoption support
Insights & Continuous Improvement
Support Insights Analysis
Powered by OPCX Ticket Insights
Analyse support interactions to identify customer demand, improvement opportunities, knowledge gaps, and priorities for process, product and technology optimisation.
Key outcomes could include:
- Service improvement recommendations
- Knowledge base and self-service gaps
- Product and service issues affecting customers
- Contact driver and demand analysis
- Process and workflow improvement opportunities
Customer Feedback Programme
Powered by Partner Platforms
Capture, analyse and operationalise customer feedback to identify improvement opportunities across support, products, services and business processes.
Key outcomes could include:
- CSAT, NPS and CES programme design
- Survey implementation and optimisation
- Feedback collection and governance
- Customer sentiment and trend analysis
- Closed-loop feedback processes
- Reporting and stakeholder communication
Learn more about our frameworks
Our service modules are built on two frameworks — the OPCX 6 Layers of Support Maturity and the OPCX Service Process Optimisation framework. Both are explained in detail on our Resources pages.
Explore the ResourcesService Packages
Included services and optional add-ons
Packages are built around the maturity of your support operation — Early Stage, Growing and Established teams, plus Enterprise support operations. Further explanation on the Who We Help page.
| Service module | Early Stage | Growing | Established | Enterprise |
|---|---|---|---|---|
| Discovery & Design | ||||
| System Implementation | ||||
| Service Design & Integrations | 1 | |||
| AI Enablement | ||||
| Customer Feedback Programme | ||||
| Support Insights Analysis |
- Included with package
- Optional add on
- 1Includes one standard integration (CRM, telephony, or similar). Additional integrations scoped separately.
- To be scoped and priced during discovery
Interested in one of our Service Packages?
Request the Services & Pricing Catalogue to review package options and engagement models.
Request Pricing CatalogueNot sure which package is right? Book a Clarity Hour.
Ongoing Engagements
Ongoing support
Need support after a project, or prefer ongoing access to support operations expertise? Choose one of the ongoing engagement options below.
Support Advisor
Suitable for organisations that have completed an OPCX engagement and want occasional guidance.
- Monthly advisory call
- Email support
- Review of proposed changes
- Access to support operations expertise
Support Improvement Partner
Suitable for organisations actively improving support operations and looking for regular guidance, accountability and performance review.
- Monthly performance review
- Regular advisory sessions
- Improvement planning support
- KPI review
- Access to Ticket Insights reviews
Fractional Head of Support
Experienced support leadership, transformation expertise or operational governance without hiring a full-time Head of Support.
- Strategic guidance
- Support leadership and governance
- Supplier and platform management
- Coaching and mentoring
- Transformation leadership
- Executive reporting and stakeholder management