Running a successful business is not just about having the best products or services, but also about providing excellent support to your customers. When it comes to operations, support is mission critical. In the past, when running an SMMA agency, the author faced challenges when the number of clients grew beyond 25 to 30. The support system was not equipped to handle the increased workload and the wheels fell off.

The author then switched from SMMA to SaaS, which brought a significant change in the support system. With the new software, the author was able to add 127 clients in just two and a half months. The support system went from being unpredictable and hectic, to being proactive and efficient. The support team was able to anticipate problems and offer solutions before they became major issues.

When a support team proactively reaches out to customers with solutions to potential problems, it sets them apart from other businesses. Usually, customers are used to being contacted only when there is a problem, which can be frustrating and lead to negative reviews. However, when a support team contacts customers with a solution, it creates a positive impression and builds trust.

The author also mentions that the software removed the need for a media buyer, making the process of setting up a lead generation campaign much easier. With just three clicks, customers can now set up a campaign, reducing the workload for the support team. The team now only needs to touch base with a few customers every two to three days, making it much more manageable.

In conclusion, support is critical for the success of any business. The switch to SaaS brought significant improvements to the author's support system, allowing them to offer proactive and efficient support to their customers. By removing the media buyer and making the process of setting up a campaign easier, the support team can focus on building relationships with their customers and providing them with the best possible service.