When portfolios grow, reactive support breaks down. The fix is an operating system: intake, triage, ownership, and escalation paths that are visible to everyone.
Start with three core metrics that reflect outcomes: retention risk, response reliability, and expansion potential. Align them to weekly rituals and clear handoffs.
Document the top 10 request types and create response templates that preserve empathy while protecting time.
Finally, close the loop with product and operations so insights become durable improvements, not one-off fixes.