Overview
A smart water technology provider offering pool monitoring devices and app based insights required additional support capacity as its platform grew. Demand increased across onboarding, troubleshooting, and device usage questions, creating the need for a dependable support operation capable of helping customers install hardware, navigate app features, and resolve technical issues with consistency.
Sourcefit built and now operates a dedicated technical support team that handles device setup, connectivity troubleshooting, sensor interpretation, and customer education across communication channels.
The challenge
- Rising customer questions tied to device installation, sensor readings, and app functionality
- Increasing need for consistent troubleshooting across multiple device types
- Limited internal bandwidth for training, coordination, and daily support
- Seasonal fluctuations in support demand
- Pressure to sustain quality without expanding domestic teams
Our approach
Sourcefit built and operates a 10-plus-member device support team that assists customers with installation guidance, troubleshooting, sensor interpretation, and app navigation. The team supports daily ticket handling across communication channels and works within structured workflows that maintain consistency across device models.
During setup, Sourcefit:
- Recruited device support specialists trained in installation steps, connectivity checks, and app based troubleshooting
- Maintained 2 to 4 week hiring cycles to support seasonal volume changes
- Implemented workflows for onboarding, sensor reading interpretation, issue diagnosis, and customer communication
- Integrated daily ticket handling across email and in app channels to maintain responsiveness and visibility
- Introduced QA reviews, training updates, and documentation support to reinforce accuracy and consistency
- Planned workforce allocation to ensure stable coverage during peak user periods
Today, Sourcefit continues to operate the device support team with structured oversight, documentation updates, and ongoing training. Quality checks, performance reviews, and coordinated scheduling support stable customer assistance as the provider directs daily priorities.
Results
- 10 plus full time specialists supporting device setup, troubleshooting, and customer inquiries
- Improved support experience through consistent workflows and trained specialists
- Clearer device adoption and usage understanding supported by structured onboarding
- 2 to 4 week hiring cycles sustained for technical support roles
- Reduced internal workload supported by long term team continuity and daily ticket management
Key takeaways
Dedicated support teams enhance customer experience: Specialists assist with installation, troubleshooting, and understanding device features.
Structured workflows build clarity: Standardized troubleshooting supports accuracy across device types.
Predictable hiring cycles sustain readiness: Regular recruitment allows teams to adapt to seasonal shifts.
Industry learnings
Smart device companies depend on reliable support operations to strengthen customer satisfaction and product adoption. Offshore support teams help organizations scale troubleshooting capacity, maintain consistent communication channels, and improve clarity for customers using companion apps. This engagement shows how disciplined support workflows sustain user confidence and long term platform usage.
Learn more
Sourcefit builds device support teams for consumer hardware and smart technology companies.
Explore SourceCX for structured support operations and WorkingAI for workflow automation and routing tools.
Contact our technology solutions team to learn how dedicated support operations can strengthen your customer experience.
