The Challenge
A fast-growing SaaS startup offering project management software was struggling with high churn rates and low trial-to-paid conversions. Slow technical support and poor onboarding left new users frustrated, and many trial customers never converted into paying clients.
Our Approach
Rapid Support Services built a hybrid team of Technical Support Specialists and Customer Success Managers (CSMs) tailored to the client’s product and user base. Support agents reduced resolution times by 40%, while CSMs guided new clients through onboarding, training, and product adoption to increase engagement and long-term value.
The Results
Within 12 months, churn dropped by 25% and subscription renewals increased by 35%, transforming the company’s revenue predictability and customer lifetime value.
Freed from constant support fires, the internal team could focus on product development and innovation — enabling them to launch new features faster and respond more strategically to market demands.
Technical Support & Customer Success Solutions for SaaS/Tech
- Multi-Tier Technical Support
- Onboarding and Training for New Users
- Proactive Customer Success Management
- Knowledge Base Creation & CRM Integration
- Churn and Retention Analytics
- Hybrid Support Model
- Faster Resolution Times
Your Growth Partner
With Rapid Support Services, you don’t just reduce churn — you build a healthier, more predictable subscription business. Our embedded teams help you onboard, support, and retain customers so your internal staff can focus on innovation and scaling.