Services
Intentional helps SaaS organizations transform their customer support operations from cost centers into strategic growth engines. Our consulting services are built on 30+ years of hands-on experience.
Assessment - Intentional Index
We evaluate operations that culminate in the Customer Support experience, identifying gaps between customer intentions and your organization's ability to fulfill them. Our assessment reveals where aliged intentions break down.
Product Feedback
Determining exactly which issues are creating the highest risk, causing the most pain, or consuming the greatest Support resource isn't as simple as looking at volumetrics. Our method provides highly targeted data so you know where to invest and what to ignore.
AI Readiness & Enablement
There's AI hype and AI reality. Automation can't be built on poor data management. Companies that win are competing on product and service delivery as a total custome experience and AI is fundamentally changing the support service game. We can help you get ready and start implementing
The Intentional Index
The Intentional Index is our proprietary methodology for measuring how well all operations align to provide customers with a favorable support experience. It provides a quantified baseline and tracks progress over time.
Engagement Model
Discovery
Initial conversation and scoping of objectives
Assessment
Evaluate current state of customer needs and organizational execution
Roadmap
Prioritization & planning
Execution
Implementing top ROI change(s)
Expected Outcomes
Improved Retention
Meeting or exceeding the customer experience expectations translates to bottom line results
Reduced Costs
Reduced support demand. Efficient, aligned operations allow doing more for cusotmers with less
Systematic, targeted product improvement
Highly targeted suppor reduction product changes disproportionally reduce demand across all customer-facing teams and increase custoemr loyalty,