Initiated and built a dedicated support unit at CRMiUM — freeing Project Managers from routine client requests to focus fully on delivery.
Initiated the establishment of a dedicated support unit at CRMiUM, freeing Project Managers to focus fully on delivery instead of fielding routine client requests.
Proposed and designed the support department as a new function, separate from the PM team.
PMs were absorbing routine client requests alongside their delivery work, with no dedicated channel to handle them.
No tiered support structure or escalation path for client issues.
Tiered support subscriptions — Basic, Standard, and Premium — letting clients pick the level of coverage and response time that matched their needs, instead of a one-size-fits-all support contract.
Implemented Jira Service Management as the ticketing/workflow backbone for the new support function.
Structured support into three tiers (L1/L2/L3), with escalation paths between them.