About
Not a consultant who studied support. Someone who lived it.
Eight years inside a support operation — as the analyst, the team lead, the trainer, and the strategist. Driftless is what that experience looks like as a service.
What I Believe
A few things that don't get said enough about support operations.
01
When support fails, everything else your company does well stops mattering.
Every other touchpoint with your company happens when things are going well. Support is different. When a customer contacts support, something has gone wrong — and they need it fixed now. They're not in the mood for a runaround. That interaction, handled well or badly, shapes how they feel about your company more than any other. The support team isn't a back-office function. It's the frontline.
02
Every support problem is a people, process, or tool problem. Usually all three.
And it always starts with people. Fix the tool without fixing the process and nothing changes. Fix the process without addressing the behaviour and it won't stick. The only way to fix it properly is to diagnose all three — and have the honesty to address what you find.
03
The customer should never be able to tell who owns their ticket.
Bob and Jim should handle a ticket the same way. Same communication, same structure, same standard of care. When they don't, the customer notices — and loses confidence. Consistency isn't a nice-to-have. It's the foundation of a professional support operation.
04
Drift is human. Which is exactly why you have to design against it.
People don't cut corners because they're lazy. They cut corners because they get busy, because nobody pushes back, because the harder steps don't seem to matter until they do. Bad habits form quietly. The only way to stop drift is to build a system that makes following the process easier than bypassing it — and to have someone holding the line.
ML
Maxime Lacasse
Founder, Driftless
AI
KCS
CX
ITIL
ServiceNow
2026
Driftless
Founder
2026
Tecsys, Global Operations
Process & Adoption Specialist
Global AI Adoption, cross-team escalations
2025
Tecsys, Customer Care
Training Program Manager
Redesigned case lifecycle, KCS implementation
2022
Tecsys, Customer Care
Training Program Manager
Built trainings & onboarding for 100+ analysts
2020
Tecsys, Customer Care
Team Lead
Built support function, escalation management
2018
Tecsys, Customer Care
Technical Support Analyst
Frontline, production issues, root cause analysis
The Story
Why Driftless exists.
I spent nearly eight years inside one support operation. I started on the front line — answering tickets, troubleshooting issues, learning what feels like when the queue is relentless and the process you're supposed to follow doesn't actually work.
I moved into a team lead role, then into training, then into redesigning how the operation ran. At every level, I kept seeing the same thing, the gap between how things were supposed to work and how they actually worked was enormous — and it was growing. Not because anyone made a bad decision. Because nobody was watching for the drift.
Processes that were documented but never followed. Analysts handling the same situation five different ways. Customers getting a different experience depending on who picked up their ticket. Escalations that existed because the first touch wasn't set up to succeed. Everyone felt the problems. Nobody could point to exactly what was causing them.
When I finally got the room to fix it. I rebuilt from the ground up — a redesigned case lifecycle, a structured communication standard, and an onboarding program that cut ramp time from eight weeks to four — training over 100 analysts across Canada, the US, India, and Denmark. I introduced a knowledge methodology that made the right answer findable in seconds, then brought AI into the workflow — giving analysts tools to surface knowledge faster, troubleshoot more efficiently, and spend less time searching and more time solving.
That's what showed me this work matters. And it's what showed me most support orgs don't have someone whose job it is to do it.
That's why Driftless exists. Not to tell you what's wrong — you probably already feel it. To show you exactly where the drift is happening, fix the root cause, and build the system that keeps it from drifting back.
The best support orgs aren't the ones that never drift. They're the ones that catch it early.
max@driftless.ca
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