Continuous improvement and support
We become your strategic technology partner. We make sure your CRM evolves at the pace of your business, providing expert support, continuous optimization, fast response and on-demand training.
Technology & coverage
Managed Platforms
HubSpot
Mercado Libre
Intercom
Insider One
Treble
AircallDiagnosis
From technological obsolescence to a platform in continuous evolution
We compare the reality of neglected platforms with the managed administration model we implement.
Current situation / Problem
- The CRM or platform becomes obsolete or neglected months after implementation.
- High staff turnover; new team members don't know how to use the system correctly.
- No dedicated internal CRM administrator or technical specialist.
Our solution: Growth Partner
- Continuous improvement, quarterly audits and constant rollout of new features.
- Ongoing training, documentation and onboarding processes for new users.
- Awtana operates as your Fractional Administrator with fast-response service level agreements (SLAs).
Service comparison
Continuous Improvement vs. Traditional Support
Understand the key differences between maintaining operations and accelerating your business's strategic evolution.
Technical Support
Reactive approach
Focus: Maintenance, bug fixes and operational stability.
Mode: Incident response, ticket resolution and 24/7 user support.
Goal: Ensure existing technology runs without interruptions (“keeping the lights on”).
Scope: Fixing workflow errors, managing access and resolving day-to-day usage questions.
Impact: Constant operational stability.
Continuous Improvement
Proactive, strategic approach
Focus: Constant optimization, scalability and adoption of new technologies.
Mode: Evolution sprints, periodic audits and refinement of RevOps and AI processes.
Goal: Evolve the platform as the company grows (“scaling the business”).
Scope: Creating new pipelines, integrating new AI agents, database optimization and advanced automations.
Impact: Predictable growth, higher productivity and continuous return on investment.
Roadmap
Phases of the Support & Evolution Service
Four phases with a defined scope and a verifiable KPI at each stage of the engagement.
- 01
Entry Audit & Diagnosis (Health Check)
Thorough review of the portal's health status, permissions, workflows and data hygiene.
Delivery of a diagnostic report and an urgent optimizations plan.
- 02
Operational Resolution & Help Desk (SLA Support)
Ticket management, user inquiries, adjustment of reports, dashboards and minor workflows.
Strict compliance with the response SLA (response in under 24 hours).
- 03
Continuous Improvement Projects (Technology Sprints)
Hours allocated to configure new modules (for example, adding the Service Hub or advanced integrations).
Compliance with planned technical deliverables each month.
- 04
Quarterly Strategic Reviews (QBR)
Business review meetings with executives to assess adoption, return metrics and planning for the next period.
Measurable increase in team adoption rate and optimized license usage.
Investment model: monthly retainer (hours or points pool)
Basic, Advanced and Enterprise tiers with a guaranteed fast-response SLA.
RESULTS & CLIENTS
- 98%
- Customer satisfaction
- 10+
- Years of experience
- 4
- Countries
Reliable, professional team committed to results
“I was very pleased with the work done by Leonardo and Miguel throughout the project. In particular, I had much more direct contact with Leonardo, and his guidance was key to the project's success. He was always clear in his communications, transparent about expectations, and very consistent in follow-up, which built trust and order during complex moments. Both work with a very structured and organized approach, something especially valuable in projects of this nature. Overall, the experience was very positive, with a reliable, professional team committed to results. I would definitely recommend their service.”
Verified HubSpot Partner Review
FAQ
Frequently asked questions
When do I need Continuous Improvement, and when do I need Technical Support?
You need Technical Support when your configured processes or tools experience isolated failures or integration errors, or when your team needs quick assistance with day-to-day usage questions; its goal is to maintain stability and continuous operation.
- Continuous Improvement: if your business is growing and needs to evolve the platform: create new funnels, integrate new AI Agents, optimize databases, or adapt your RevOps workflows to new business objectives.
- Decision criteria: Technical Support fixes and stabilizes; Continuous Improvement evolves the platform strategically and proactively, beyond simply fixing errors.
What does the Continuous Improvement and Support service cover?
It covers delegated administration of business platforms, incident resolution, and continuous improvement under an agreed SLA.
- Support: incidents, inquiries, and automation fixes.
- Administration: CRM users, permissions, properties, and objects.
- Evolution: new workflows, reports, and minor integrations.
- Governance: periodic review of data hygiene and adoption.
What is the incident response SLA?
The SLA is defined by severity, with a response within 2 business hours for critical incidents that halt sales operations.
- Critical: operations halted — response within 2 business hours.
- High: key functionality degraded — response within 8 business hours.
- Medium/low: improvements and inquiries — within the monthly sprint.
How are requests submitted and prioritized?
Requests are logged through a single ticketing channel and prioritized at the monthly governance meeting based on business impact.
- A single channel with traceability and status visible to the client.
- Monthly allocation of hours with a usage report.
- Backlog prioritized jointly with the client's sponsor.
Does it include training for internal users?
Yes. The service includes periodic enablement sessions and up-to-date operational documentation.
- Onboarding for new CRM users.
- Topic-specific sessions based on released changes.
- Manuals and short videos hosted in the knowledge base.
What happens if the company already has an internal CRM administrator?
The service acts as a specialized support team, covering periods of high demand, advanced technical issues, and continuity during absences.
- Collaborative model with defined roles and access.
- Documented knowledge transfer.
- Backup during the internal administrator's vacations or turnover.
How are monthly operating costs controlled?
Costs are controlled through a fixed allocation of hours and a monthly usage report by activity type.
- Alert when 80% of the contracted allocation is reached.
- Unused hours can be carried over according to the contract.
- Mandatory advance estimate for larger requests.
- Maximum validity period for use within the contracted months.
Does the service include monitoring of integrations and automations?
Yes. Critical workflows, connectors, and synchronizations are monitored, with failure alerts and fixes within the SLA. The focus is always on panels or dashboards connected to the CRM.
- Daily review of workflow and integration errors.
- Monthly report on stability and corrective actions.
- Documented contingency plan for critical workflows.
Can support begin without having implemented with Awtana?
Yes. The service begins with an audit of the existing instance to identify technical debt before taking over operations.
- Initial audit of configuration, data, and automations.
- Prioritized remediation plan before regular service begins.
- Orderly handover from the previous provider.