Customer Support
Answer more customers, faster, without adding an internal team.
Solutions
Support. Operate. Build. Grow.
Most growing companies do not have one gap — they have four, arriving at the same time. Novatek runs all four as a single engagement, with one delivery lead, one reporting pack and one place to escalate.
The four-pillar system
One partner. Four capabilities. Built to scale.
Each pillar can be bought on its own. The advantage of buying more than one from Novatek is that the handoffs between them stop being your problem.
Back Office Solutions
Move repeatable operational work into documented, measurable workflows.
IT Solutions & Development
Add engineering capacity to projects that are waiting on people.
Sales & Lead Generation
Give your closers more qualified conversations and less admin.
How the pillars connect
The work between the boxes.
Operational problems rarely sit inside one function. These are the joins where multi-pillar delivery earns its place.
Support → Operate
A support agent finds a broken order. Instead of raising a ticket into your operations queue, the same delivery team corrects it, logs the fix and reports the pattern.
Support → Build
A recurring contact reason turns out to be a product gap. The support lead writes it up, and Novatek development builds the fix or the self-serve answer.
Operate → Grow
Clean CRM data is the difference between a prospecting list and a guess. The team that maintains your records is the team that works them.
Build → Support
The people who built the integration are in the same organisation as the people supporting it, so a technical escalation does not become a vendor argument.
The Novatek Operating Model
Whichever pillars you buy, the launch runs the same way. You see the plan before anyone is recruited.
01
Discover
We map the objective, the workflows behind it, the systems involved and the numbers you already measure.
02
Design
Team structure, SOPs, tooling, reporting and a launch plan — signed off before anyone is hired.
03
Launch
Recruit, train, assess, then transition volume in controlled stages with a rollback point at each one.
04
Optimize
Quality sampling, coaching, and root-cause work on whatever the numbers say is slowing things down.
05
Scale
Add people, channels, hours or technical capacity as demand moves — without restarting the relationship.
Engagement models
Buy the shape that fits the work.
Team shape follows the workload, not a price list. These are the structures Novatek delivers; commercial terms are agreed per engagement.
Dedicated team
Named people working only on your account, your hours and your systems. The default where quality and product knowledge matter.
Blended team
A dedicated core with flexible capacity around it for peaks, campaigns or seasonal volume.
Extended-hours cover
Coverage designed around your customers rather than our clock. Shift patterns confirmed per engagement.
Project delivery
A scoped piece of development or migration work with a defined deliverable and end date.
Managed process
You hand over a workflow with an agreed SLA rather than a headcount. Novatek owns the throughput.
Pilot engagement
A small, time-boxed team to prove the model before you commit to scale.
See the actual work
The method, published in full.
The documents themselves, not a description of them. Read them before you speak to us.
Sample reporting pack
A full week of real reporting structure — volumes, SLA, drivers, quality, actions.
Read itQuality scorecard
Six weighted criteria, scoring bands and what each one triggers.
Read itA worked SOP
Nine steps and six documented exceptions, at working detail.
Read itTransition plan
Five tranches with entry conditions and rollback triggers.
Read it
Next step
Which capability do you need first?
Most engagements start with one pressure point and grow from there. Tell us which one is costing you the most right now.