Overview
A SaaS platform serving hospitality operators required additional operational capacity to support rapid customer growth and expanding internal workflows. As adoption increased, the organization needed consistent execution across customer onboarding, support operations, and internal coordination without slowing product or commercial momentum.
Sourcefit built and now operates a dedicated operations and support team that assists with customer onboarding support, day to day platform assistance, and internal operational workflows aligned with the company’s SaaS delivery model.
The challenge
- Growing volume of customer onboarding and support requests
- Increasing operational complexity as the platform scaled across properties and regions
- Limited internal capacity to expand support and operations teams quickly
- Need for reliable execution across recurring, process driven workflows
- Pressure to maintain service consistency while supporting growth
Our approach
Sourcefit built and operates a dedicated SaaS operations and support team embedded into the platform’s daily workflows.
During setup, Sourcefit:
- Recruited specialists supporting customer onboarding assistance and platform support workflows
- Maintained 2 to 4 week hiring cycles to scale capacity in line with customer growth
- Supported recurring operational tasks tied to account setup, customer coordination, and internal follow up
- Implemented standardized workflows to ensure consistency across support interactions
- Provided ongoing oversight and coordination to maintain continuity
Today, Sourcefit continues to operate the program with stable coverage and trained specialists integrated into the SaaS platform’s operations.
Results
- Dedicated full time operations and support specialists supporting SaaS workflows
- Consistent execution of onboarding and support processes through standardized workflows
- Improved operational continuity as customer volume increased
- Predictable hiring timelines enabling controlled scale
- Long term team stability supporting sustained platform operations
Key takeaways
SaaS platforms require operational support beyond product development: Onboarding, coordination, and support workflows must scale alongside customer growth.
Dedicated teams improve execution consistency: Embedded specialists provide continuity across recurring operational tasks.
Structured hiring supports growth: Predictable recruitment timelines enable SaaS companies to scale operations without disrupting internal teams.
Industry learnings
SaaS platforms serving operationally intensive industries depend on reliable support and internal coordination to sustain growth. Offshore operations teams provide scalable capacity and structured execution across onboarding and support workflows as platforms expand.
This engagement demonstrates how dedicated operations teams support SaaS growth while maintaining operational discipline.
Learn more
Sourcefit builds dedicated operations and support teams for SaaS platforms that require structured workflows and reliable execution as they scale.
For organizations extending these operations with integrated CX workflows and reporting, explore SourceCX. For automation across onboarding, documentation, and workflow execution, see WorkingAI.
To discuss scalable, low risk operations support for SaaS platforms, contact the Sourcefit team.
