Community area/portal/message board/
I think one urgent step is needed to be taken, that would be a simple setup and a quick win for Buildfire, to mitigate some of the recent support issues. The introduction of some kind of community area or message board. Something moderated where clients can share ideas and support each other but also request support.
This will do a few things -
Lessen the pressure on BF staff for issues that could be resolved by the community and frees up time to focus on more important support requests. It also introduces another route for new clients really struggling.
Improve supplier/client relationships - you could even "promote" certain clients to champions and give those more experienced clients prioritised support as you can be more sure than not that those issues raised are complex and in need of urgent support.
Allows issues that are affecting multiple clients to be addressed in one place, again further reducing wasted time.