A founder in Austin told me 'our ops are just billing and support' and I almost lost it.

He said that over coffee last month, and it perfectly shows why so many SaaS companies hit scaling walls, because they don't see ops as the engine for everything from onboarding to data hygiene.

4 comments

4 Comments

lewis.mila9d ago

My last company's churn dropped 30% after we mapped the entire customer journey through ops. That billing and support line is the first sign of a leaky bucket.

rileygarcia9d agoMost Upvoted

Totally true about that billing line being a leaky bucket. Mapping the journey shows you where the cracks are before the whole thing falls apart. It's like fixing a roof before the whole ceiling caves in.

the_drew9d ago

Mapping the journey is such a game changer. We saw a ton of people dropping off right after their first support ticket, which we never would have caught otherwise. It turned out the follow up emails were going to spam. Fixing that simple thing made a huge difference. You're spot on about finding the cracks before everything falls apart.

willowg889d ago

Yeah, that mindset is a killer. We started mapping every single step from sign-up to renewal, and found our billing emails were a mess. We made a simple checklist for new customers and cut our setup time in half. It's boring work but it fixes so many problems you didn't even know you had.