Customer Success Outsourcing for SaaS Firm

By integrating an HKR team directly into their Product and Engineering loops, this SaaS firm didn't just speed up their live chat, they streamlined their entire Jira turnaround and bug reproduction process. Discover how this "high-trust" model exceeded the CEO’s expectations and transformed their B2B Customer Success into a high-performance engine.

Case Study Snapshot

100% Secure

Data Sensitive Roles

HKR.TEAM Members

$3,100

Avg. per Person/mo.

The Challenge

Customers expect certainty.

In B2B software, Customer Success is where trust gets built or lost. When support is slow or inconsistent, onboarding drags. Customers lose confidence fast.

This SaaS company needed to strengthen B2B Customer Success while keeping quality and control in-house. They were stuck with a few specific problems:

Slow onboarding and weak feedback loops
No unified knowledge base, which led to inconsistent responses
Security concerns around outsourcing sensitive data

They needed faster support. They also needed trust, data integrity, and people who could handle technical workflows.

They needed a flexible talent solution that could handle foundational data entry today and evolve into complex customer support roles as the product matured.

The Solution

Keep Support inside the product loop.

Customer Success works better when Support, Product, and Engineering share one loop. In this case, the HKR.TEAM pod handled live chat, email, and phone, then carried issues through triage, bug reproduction, QA, and Jira escalations.

A three-person Customer Success pod was built to work directly with Product and Engineering.

The goal was simple: faster resolution, tighter feedback, and consistent service.

The Front Line: the pod managed live chat and email, plus request handling and QA. Bug reproduction and Jira escalations stayed in the same workflow, which helped issues move faster.
The Security Layer: each team member went through structured assessments and background checks. Work was done on HKR.TEAM-managed secure devices to protect sensitive data.
The Knowledge Engine: the pod owned Help Center updates. Content stayed current, repeat questions dropped, and responses became more consistent.