Services
Three phases. One outcome.
Every engagement follows the same methodology — reveal what's holding your operation back, elevate your team's skills, and make sure it never drifts again.
New here? Start with the Audit — it's the foundation everything else is built on.
Phase 01
Audit
Remote delivery
Minimal disruption
A 3-week engagement that goes beyond the surface — mapping how your operation actually runs, uncovering what's really driving your results, and delivering a prioritised roadmap so you always know what to tackle next.
Step 01
Map
• Review team structure, ticket volume, categorisation, and backlog
• Trace the full ticket lifecycle end-to-end — every handoff, escalation path, and which teams get pulled in along the way
• Assess queue management — how work is assigned, dispatched, and picked up
• Review the ticketing system configuration and whether it supports or fights the workflow
Step 02
Diagnose
• Score each area of the operation against best practice benchmarks
• Flag inefficiencies, gaps, and red flags across every dimension mapped
• Categorise every finding by root cause — people, process, or tool
• Document what's working and how it's working
Step 03
Reveal
• A findings report that names what's working and what isn't
• A prioritised roadmap built on an effort/impact model — so you always know what to tackle next
• A live readout that gets your entire leadership team on the same page
• A reference document your team can action independently long after the engagement ends
Fixed engagement fee
$8,000 CAD
Covers all three steps.
Book a discovery call
Phase 02
Implement
Remote, in-person, or hybrid
Half or full-day
Certification included
Elevate your team's skills and habits to operate at a higher level — with structured learning, hands-on practice, and a certification that means something.
Step 01
Prepare
• Your team completes a self-paced course before live sessions begin
• Course content is selected based on your team's specific needs and audit findings
• Builds the concepts and foundations that make live sessions hit harder
• Reduces time spent on theory so live sessions can go deeper and faster
Step 02
Practice
• Live workshop sessions built around your team's real cases and gaps from the Audit
• Deep dives into the methodology, applied directly to your operation
• Hands-on practice through mock cases and real-world simulations
• Facilitated by someone who has built and run this from the inside
Step 03
Certify
• Each team member is assessed individually at the end of the program
• Pass the assessment, earn the Driftless certification
• Certification follows the individual, not the company — it stays with them wherever they go
• A credential that redefines what good looks like on your team
Investment
Scope-based
Varies by team size and program depth.
Let's talk →
Phase 03
Adopt
Quarterly cycles
Ongoing
Continuous improvement
Make sure it sticks. A quarterly subscription that keeps your team accountable, measures what's actually changing, and stops drift before it starts again.
Step 01
Measure
• Establish KPI baselines tied directly to the Audit findings
• Define what success looks like at 30, 60, and 90 days
• Build a scorecard that makes performance visible at a glance
• Track adoption curve — not just output, but behaviour change
Step 02
Reinforce
• Quarterly working sessions with the support management team to prevent drift
• Review adoption metrics and identify where drift is creeping back in
• Targeted reinforcement on the habits and behaviours that need attention
• An external accountability layer that keeps the team honest
Step 03
Sustain
• Quarterly cycles designed to keep the operation moving forward, not just maintaining
• Adjust targets and focus areas each quarter based on where the team is at
• We show up every quarter — but lasting change requires your management team to show up too
• The long-term result: a Driftless team
Investment
Scope-based
Flat quarterly fee. Varies by team size. Only applicable to implementations done by Driftless (exceptions may apply).
Let's talk →
Add-on Service
Team Connect
Half or full-day
Completely led by us
One-time event
The best support teams aren't just well-trained. They're proud of what they do — and that pride comes from feeling connected to the people they work alongside every day.
Team Connect is a facilitated full or half-day event built around friendly competition, real prizes, and the kind of shared moments that turn a group of colleagues into a team. People who have never spoken will leave knowing each other. The energy shifts. Work starts to feel like a community.
Format
How it's delivered
01
In-person
Full or half-day, at a location of your choice
02
Virtual
Fully remote, half or full day, built so everyone is equally in it
03
Hybrid
Some in the room, some on screen — scoped to fit your team
Investment
Scope-based
Varies by format, team size, and duration. Available as a standalone engagement.
Let's talk →
Let's Talk
Your operation won't fix itself.
Book a discovery call. No pitch, no pressure — just a diagnostic conversation about where your support operation is today and whether Driftless is the right fit.
Book a discovery call
Limited availability for Q3 2026 — book your call to check if it's a fit.
max@driftless.ca
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