Workflows, Teksperts & Rockstar Retention: Inside the Systems Scaling Tekmatix

Want to know what really scales a 7-figure SaaS business? It’s not just the software—it’s the systems, the support, and the surprise factor. Inside Tekmatix, we don’t just automate—we elevate every part of the customer experience.

Automations That Work While You Rest

The number one game changer in scaling Tekmatix? Workflows.
From course reminders to order fulfillment, automations now handle up to 80% of the manual tasks that used to eat up my day. No more admin overwhelm. Just streamlined, hands-free delivery.
This isn’t just about saving time—it’s about creating a consistent, world-class experience at scale.

A Hybrid Support Model That Delivers

We run with a powerhouse combo: 15 in-house full-time team members and a white-label external IT support partner.
Our team handles onboarding and higher-touch client interactions. Our outsourced agency powers 24/7 live chat.
This dual-setup means no downtime, no bottlenecks, and no compromise on care.

Support Ratio Secrets

Here’s the truth: support needs spike in the first 30–60 days.
Once customers get onboarded properly, they rarely need high-touch help again. That’s why we staff heavily for onboarding, using what we call “Teksperts”—our tech wizards ready to jump in.
For every 150 clients, we recommend at least 5 available support personnel (not necessarily full-time). Your actual ratio will depend on how hands-on your onboarding is—get ChatGPT to map that out for your business model.

Personalized Onboarding Based on Feature Intent

During onboarding, we ask: What brought you here?
If a client says, “Email marketing,” then guess what? That’s their first priority. We customize their onboarding to make sure they get success with their top goal first.
This simple question is our secret to increasing adoption and decreasing overwhelm.

Post-90-Day Power Moves

After 90 days, we review customer usage data.
If someone hasn’t touched a key feature—like automations—we act.
Enter: our “Rockstar Reach Out” strategy.
Yes, we have an actual team member with that title whose job is to personally message users and say,
“Hey, I noticed you haven’t touched automations yet. Did you know it could save you 80% of your time? Want help?”
Then we invite them to a daily training, offer them a call with a Tekspert, and re-engage them with ease.

This kind of proactive, human-centered support builds loyalty, drives usage, and keeps clients around for the long haul.

Ready to scale your business with simplicity and soul?
Inside The Legends Lab, I’ll show you how to build workflows, train Teksperts, and retain rockstar clients with systems that do the heavy lifting—while you stay in your genius zone.

Join us: www.sarahcordiner.com/legends

Sarah x