In the early months, a shared email address feels like the perfect solution. support@company.com—everyone on the team has access, anyone can respond. No cost, no training, no complexity.

But then the team grows. Or the volume of requests doubles. And suddenly, "simple" becomes an impenetrable mess.

This happens over and over: Agent A opens an email, reads it, thinks about a response. Agent B opens the same email at the same time and starts typing. Two minutes later, the customer has two different answers—often with contradictory information. It's called "collision," and it costs not just time, but trust.

The opposite is just as bad: A request sits in the inbox, and everyone assumes someone else is handling it. Three days later, the customer follows up: "Did you get my email?" Nobody knows who was responsible.

And then there's "cherry-picking." Agents waste significant time sifting through emails to pick out the easiest ones to answer first. The complex cases? They pile up. According to McKinsey, employees spend an average of 28% of their workweek—over 2 hours per day—managing email—time they're not spending on actual support.

A SaaS company in Hamburg—founded in 2020, about 30 employees, specializing in HR software for mid-market companies—went through exactly this. Support requests came in via email. Two agents handled them, but nobody knew who was working on what. Result: duplicate responses, lost requests, and one customer who waited two weeks for a reply. Until the support lead said: "This can't go on."

How Leadtime Solves It

Leadtime turns every support request—whether via email, portal, or chat—into a trackable ticket with status, responsible owner, and complete history. Nothing falls through the cracks. No duplicate work. No lost requests.

Each ticket is automatically assigned or can be manually handed off to the right person. Internal Notes keep context centralized without forwarding emails or searching through Slack threads. Everyone sees at a glance: What's open? What's in progress? What's waiting on the customer?

The system treats support requests just like project tasks: transparent, traceable, measurable.

From 10 to 100 Customers: Support That Doesn't Scale

The first ten customers know you personally. They message you on WhatsApp, and you respond within minutes. At 50 customers, the first messages start slipping through. At 100, you're buried.

The problem: support built on personal relationships and informal processes doesn't scale. B2B SaaS companies have an average annual churn rate of 3.5% to 5%—often with poor support as a major driver. 73% of customers would switch to a competitor after multiple bad experiences. In B2B, that's especially critical, where a lost customer often means five- or six-figure ARR losses.

A B2B SaaS company in Munich—founded in 2019, now 80 employees, specializing in project management software for agencies—experienced this firsthand in 2023. With 30 customers, everything ran smoothly. At 120 customers, the support team was overwhelmed, response times exploded, and two enterprise customers churned. The reason: "We felt like you'd lost track."

The core problem: without structure, it's unclear who's overloaded and where capacity is available. Urgent requests get buried because nobody's prioritizing them. And new agents take weeks to get up to speed—time you don't have.

How Leadtime Solves It

Leadtime structures support through a central ticketing system with clear assignment, prioritization, and status tracking. Every request becomes a ticket—with a responsible person, deadline, and context.

Support work is planned just like project tasks: transparent, traceable, measurable. Teams can triage and prioritize support requests without anything getting lost.

With the Workload Insights Widget, you see in real-time who's overloaded and where capacity is still available. You can distribute resources strategically, avoid burnout, and ensure critical requests get handled quickly. The system scales with you—without sacrificing quality.

Context Is Everything—and Email Forgets

Imagine this: A customer writes for the third time about a problem. Each time, they have to explain from scratch what's going on. Why? Because each agent who responds has no idea what was discussed last week.

This isn't just frustrating for the customer—90% of customers rate an immediate response as essential or very important, and customers with positive service experiences are significantly more likely to make repeat purchases. If your support has no history, you're losing exactly these customers.

In email systems, context is always a problem. An agent responds to a request, forwards it internally to a developer, who answers on Slack, and two days later the customer asks: "Any update?" Nobody knows where the information is. The agent has to hunt down the developer, search through old emails, and eventually tell the customer: "Let me get back to you on that."

A Berlin software company—founded in 2018, 45 employees, B2B SaaS in fintech—had exactly this problem. A major enterprise customer wrote three times about an integration issue. Each time, a different agent responded. Each time, the customer had to explain what had already been tried. After four weeks, the customer was so frustrated they switched systems.

How Leadtime Solves It

Every ticket in Leadtime is automatically enriched with complete context: project data, time logs, comments, metadata. The entire history stays traceable—from creation to billing.

This 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. Customers don't have to repeat themselves.

The Automatic Context Info ensures all relevant information is immediately available. With Internal Notes, agents can capture important details without them getting lost in email threads. And with the AI Text Assistant, clear, complete task descriptions can be created that reduce back-and-forth and speed up workflows.

Support stops being a black box and becomes a transparent, traceable process.

Support as a Strategic Asset (Instead of Reactive Firefighting)

Every support request is more than just a problem to solve. It's also a signal: a hint about a missing feature, unclear documentation, or a broken onboarding process.

But when support runs through email, these insights get lost. You answer the same question for the 50th time—but nobody notices because it's scattered across different email threads. The product team keeps building new features without knowing which pain points actually exist.

Structured support systems make it possible to recognize these patterns. When the same problems come up repeatedly, they become visible—and can be addressed.

A SaaS company in Cologne—founded in 2017, 55 employees, specializing in CRM software for trades businesses—changed this in 2024. Before, support ran through email. Nobody knew which issues came up most frequently. After introducing a structured ticketing system, it became clear: 40% of requests revolved around the same import process. The product team then created new onboarding documentation and built a wizard. Result: support tickets dropped by 30%.

How Leadtime Solves It

Leadtime turns tickets into an analytics goldmine. You can see trends over time: Which topics come up most frequently? Which customers need the most support? Where are SLA breaches happening? Which bugs generate repeated tickets?

These insights flow directly into product decisions, documentation priorities, and onboarding improvements. Support becomes not just reactive, but a strategic asset—a system that doesn't just keep customers happy, but actively drives retention and growth.

With the AI Text Assistant, clear task descriptions can be created faster, speeding up communication between support and development. The integration with projects ensures that support feedback doesn't disappear into the void, but flows directly into roadmap decisions.

From Chaos to Control

B2B SaaS 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 doesn't just satisfy customers, but actively contributes to product improvement and growth.