01
Support Operations
Review recurring issues, escalation practices and support workflows to identify where time is being lost and where processes can be simplified.
Operations · Documentation · Process Clarity
Turning complexity into clear action.
Crestwell Advisory helps growing SaaS and insurance technology teams improve the way support knowledge, documentation and internal processes work together.
The goal is simple: less repeat work, clearer handoffs and practical systems your team can actually maintain.
18+ yearsInsurance, client service and technology
400+Complex SaaS issues resolved
45+Knowledge and process resources created
About Crestwell
Clearer operations start with a clear view of the work.
Crestwell Advisory is an independent consultancy for growing SaaS and insurance technology teams. We look closely at the places where support knowledge, documentation and internal workflows meet—then turn what we find into focused, maintainable improvements.
What Crestwell helps with
Better structure behind the work.
When support teams grow quickly, useful knowledge gets scattered, repeat issues pile up and important details get lost between teams. Crestwell helps bring order to that.
02
Knowledge & Documentation
Improve knowledge bases, internal guides, SOPs, release information and support content so people can find and use the information they need.
03
Product Handoffs
Create clearer ways to document defects, customer context, expected behaviour and business impact before issues move to Product or Development.
A practical place to start
Support Operations & Knowledge Base Audit
A focused review for teams that know their support and documentation could work better but need a clear starting point.
- Review of current knowledge base and support documentation
- Recurring issue and repeat-work opportunities
- Support to Product and Development handoff gaps
- Outdated, duplicated or missing content
- Practical workflow improvement opportunities
- 30-day prioritized action plan
- Reusable templates for common support and documentation needs
About Karin
Experience where service, systems and product meet.
Karin Schaufele is the Founder & Principal of Crestwell Advisory. She brings more than 18 years of experience across insurance, client service, SaaS product support, documentation and knowledge management.
Her background includes solving complex customer and product issues, improving support processes, creating clear documentation and helping teams communicate more effectively across Support, Product and Development.
Karin started Crestwell Advisory to help growing businesses create better structure around the way they work. She focuses on practical improvements that make day-to-day operations easier, including clearer processes, stronger documentation, better handoffs and more consistent support workflows.
Based in Cochrane, Alberta, Karin is known for being thorough, practical and easy to work with. Outside of work, she enjoys golf, fitness, hiking, animals and spending time outdoors.
Karin Schaufele
Founder & Principal · Crestwell Advisory
How it works
A straightforward process.
01
Understand
A focused conversation about what is working, what is not and where the pressure points are.
02
Review
Independent review of documentation, support patterns, workflows and handoffs.
03
Prioritize
Clear recommendations ranked by impact, effort and what should happen first.
04
Improve
Use the roadmap internally or continue with Crestwell for selected implementation work.
Contact
Have a support or documentation problem that keeps coming back?
Send a quick note. If Crestwell looks like a fit, we can start with a short conversation and keep it simple from there.
Karin Schaufele
Founder & Principal
Founder & Principal
Cochrane, Alberta, Canada