A recent study shows: 86% of IT leaders report financial strain from tool sprawl. 47% of employees struggle to find the information they need for their work. These aren't abstract numbers – this is your reality when support requests come in via email, get manually copied into your CRM, a Jira ticket gets opened in parallel, and the developer finally gets pinged on Slack.

A mid-sized IT consultancy from Munich – 65 employees, in business since 2015, specialized in ERP implementations – went through exactly this. Support requests came in via email. One agent copied them into HubSpot, another opened a Jira ticket, and the developer responded on Slack three days later. Time until the customer got an answer? A week. And nobody knew who was actually working on what.

How Leadtime solves this

Leadtime brings support, projects, and development into one system. Support tickets live in the same environment as all other tasks. That means: a ticket can be escalated to a developer with one click – and the connection stays intact. All updates flow back automatically. No duplicate data entry, no broken workflows, no lost requests. One system, one source of truth, real integration.

From 10 to 100: The Scaling Nightmare

Your first 10 customers know you personally. They ping you on WhatsApp and get answers within minutes. At 50 customers, messages start slipping through the cracks. At 100, you're buried under unanswered emails, scattered chats, and internal chaos.

77% of customer service reps say their workload and issue complexity have increased compared to a year ago. Meanwhile, turnover in contact centers runs between 30% and 45% – more than double the average for all occupations. The problem: support built on personal relationships and informal processes doesn't scale.

How Leadtime solves this

Leadtime structures support through a central ticket system with clear assignment, prioritization, and status tracking. Every request becomes a ticket – with an owner, deadline, and context. The system is built so support work gets planned just like project tasks: transparent, traceable, measurable. Teams can triage and prioritize support requests without anything falling through the cracks. With real-time dashboards like the Workload Insights Widget, you instantly see who's overloaded and where capacity is available.

Knowledge in Heads Isn't Knowledge

One survey shows: 70% of companies will lose critical knowledge over the next 5-10 years as their workforce retires. At the same time, over 70% of employees say they struggle to find the information they need to do their jobs.

The problem: in many companies, critical support knowledge exists only in individual employees' heads. The senior agent who's been solving integration issues for three years never documented how he does it. When he leaves, that knowledge is gone. New colleagues ask the same questions over and over. Customers get inconsistent answers.

A software company from Stuttgart – 40 employees, B2B SaaS in the financial sector, founded in 2018 – experienced exactly this. Their best support specialist switched to a competitor in 2023. Six months later, the team still struggles to answer certain integration questions because nobody knows how he handled them.

How Leadtime solves this

Every ticket in Leadtime gets automatically enriched with complete context: project data, time logs, comments, metadata. The full history stays traceable – from creation to billing. That means: when a similar problem comes up again, any agent can look up how it was solved last time. Knowledge stays in the system, not in someone's head. The AI Text Assistant can also create clear, complete task descriptions that reduce follow-up questions and speed up workflow.

Support as Growth Driver

B2B support is complex – but it doesn't have to be chaotic. Most problems arise when support operates in isolation from the rest of the company. Leadtime brings support, projects, and resource planning together. The result: faster response times, scalable processes, clear communication between teams, and a knowledge system that grows with the company.

Support transforms from a reactive bottleneck into a strategic asset – a system that not only keeps customers happy but actively drives retention and growth.