LAUNCH · BUILD FROM ZERO
Your team has customers. It doesn't have a system yet.
Ty and her team build the platform, the workflows, and the training a real support operation runs on, then hand it to your team ready to run. Eight to twelve weeks. Fixed price. No trial and error at your customers' expense.
Before Launch
After Launch
WHAT TY AND HER TEAM SEE BEFORE EVERY LAUNCH
This is usually where you're starting from.
- Support runs out of a shared inbox, a spreadsheet, or whatever your best rep remembers.
- Every new hire learns the job a little differently, because there's no real training, just side by side coaching.
- Nobody's written down why anything works the way it does, so every question still comes back to you.
- You just hired your first real support leader (or you're about to become one), and there's no platform built around how your team actually works.
“We have built this exact operation from zero more than once. The fastest way through it isn't a better tool. It's a system built around your real contact reasons, with a team in the room that's done it before.”
TY GIVENS, FOUNDER
WHAT LAUNCH BUILDS
Six things, not a vague "system."
Platform build
Zendesk, or whatever actually fits your stack. Configured, not just switched on.
Workflows and macros
Built around your real contact reasons, not a generic template pulled off the shelf.
Documentation
Written down, so your team can run it without you in the room.
Initial QA framework
So you know what a good ticket looks like from day one, not month six.
Initial reporting
So you're not guessing at volume or SLA performance in a board meeting.
Team training
Built into the build itself. Not handed off as an afterthought at the end.
8 to 12 weeks
Timeline, start to go live
Fixed price
By scope, not open ended hours
Included
Training, not billed as an add-on
HOW IT ACTUALLY RUNS
Five phases. All five start with I. That's not decoration, it's how Ty and her team keep a build honest.
Every Launch runs the same structure, in this order, whether the engagement runs eight weeks or twelve. Skipping a phase is usually where quick fixes turn into rebuilds six months later.
Investigate
Ty and her team look at what's actually happening today (tickets, tools, team) before touching anything.
Intent
We agree on what the system needs to do, and just as important, what it doesn't, before any build starts.
Implementation
Ty and her team build the platform and workflows around your real contact reasons, not a generic template.
Instructional Design
Training gets built alongside the system, not bolted on after go live.
Integrate
Your team runs it, with Ty and her team still in the room until it holds up on its own.
WHAT THIS HAS ACTUALLY DONE
Real engagements, real numbers.
Response time cut from 2 to 3 days down to 1 to 2 days, on a from scratch Zendesk build.
Operations Manager, healthcare company · Clutch review
New hires ramp in about a week now, not a month, after onboarding and CX training got built into the launch.
Senior CX Manager, cosmetics company · Clutch review
Migrated a client's full ticket history out of Freshdesk and into Zendesk (about 15,600 tickets a year), remapped every status and field, and had the team working independently after a single training session.
Full platform migration, single engagement
13 consecutive 5 star Clutch reviews. Ecommerce, healthcare, nonprofit, and retail clients.
WHY NOT SOMETHING BIGGER
A bigger Zendesk partner turned a client away for being too small.
One healthcare client called Zendesk's own listed implementation partners first. More than one told them the project was too small, and sent them here instead. That's not a coincidence, it's a gap in this market. The big, official partners aren't built for a 5 to 20 agent team, and they'll say so themselves.
I'm not a BPO selling headcount, and I'm not a software vendor with a product to push. If the right move for your team is more staffing, more software, or an outsourcing partner instead of what I build, I'll tell you that directly, before I take a dollar from you.
WHAT HAPPENS AFTER GO LIVE
Ty and her team don't hand this off and disappear.
Every Launch includes training built into the build. The team stays through go live until your team can actually run what was built, without anyone standing over their shoulder.
If you want ongoing coverage after that (platform admin, QA, reporting upkeep), that's Operate. A separate, honest conversation. Not an upsell buried in the fine print.
WHO'S ACTUALLY DOING THIS
I'm Ty Givens. 25+ years building support operations at places like See's Candies, Thrive Causemetics, and The Honey Pot Co. before founding CX Collective. I lead every engagement personally, backed by a team that does the hands-on delivery. That's the whole pitch.
25+ years in support operations
Know exactly what to build before you spend real money.
Start with a two week Operations Assessment. You'll walk away with a scorecard and a straight answer on whether Launch is actually what you need.
Get an Operations Assessment