Original Summary

I work for a SaaS company that provides billing software. Everyday it seems like something fairly critical to the customers business operations breaks, which can almost never be resolved within a timeframe that is acceptable to the customer. Frontline support lacks knowledge and are just not competent people that lack initiative, but the software is 20+ years old and takes a bit of time to learn in their defense. There’s been a big push from the new ownership to bring on new customers, which has caused a huge strain on company resources. We’ve outsourced new product development to an India based company that has been mostly a disaster. Every customer I meet with regularly is unhappy with the product and resolution time on fixes or functionality enhancements that are well within the scope of what we have the ability to do. I am constantly stressed out and on the verge of a full blown panic attack. There hasn’t been a ton of churn but I feel like once these new customer contracts come up for renewal they are going to start leaving.   submitted by   /u/Complex_Peace_6746 [link]   [comments]

  • 情报分类：商业与市场研究
  • 分类依据：内容涉及商业、投资或市场动态
  • 信息来源：Reddit · SaaS
  • 发布时间：2026/10/7 21:20:04