Case Study: Sourcing Value achieves stable L2/L3 support and reduced core-team strain with Braintly

Sourcing Value stabilizes enterprise SaaS support in 3 weeks with Braintly

Sourcing Value, a B2B SaaS company in raw materials procurement, faced a significant challenge as its growth strained customer support operations. The core team was constantly pulled into firefighting, risking both customer trust and product development momentum. They needed a full-time owner for L2/L3 technical support and escalations to stabilize operations without creating more chaos. Braintly was engaged to address this critical need.

Braintly implemented a solution by first clarifying the real role, which required a technical support profile with an ownership mindset and strong customer communication skills. They placed a full-time Application Support Engineer who achieved autonomy in approximately three weeks. This resulted in a 70% cost advantage compared to local hiring, allowed the core team to focus on building, and made support operations predictable and reliable. Braintly successfully provided a dedicated owner for the frontline, eliminating a major source of stress and operational risk.

Sourcing Value (Applied Value Group)