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Agency Builds Clarity and Consistency with ClickUp
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Client Overview
This agency serves mid-market B2B companies with an average annual revenue between $10M-$200M. Their flagship offering provides comprehensive support to these companies, functioning as an extension of their business. The focus of their offering is starting and brokering million dollar relationships with prospects. Think of it as white-glove prospecting with high-value targets.
Due to the natural complexity of the offering, this agency needed lots of scalable structures in place for a repeatable 5-star experience for their clients. When I began working with them, they had zero Standard Operating Procedures and no centralized way of delivering a consistent client experience or outcome. Consequently, their client retention and gross profit margins were suffering.
The Challenges
Before ClickUp, this agency was struggling across workflows, communication and processes. Here's a deeper look at the issues they faced.
No Documentation
The agency had no documented processes for any part of the business, including client delivery. This meant that each team member created their own way of doing things, often starting from scratch and duplicating work. As a result, client experiences were inconsistent and turnover was high.
No Visibility Into Work
Without a central system, there was no record of deliverables being met or worked on. No one, including leadership, had visibility into the workload distribution, resulting in imbalanced and team members were frustrated.
No Request Workflows
There was no standardized process beyond random Slack messages to each other. With no process, there was no visibility into the workload or task queue, and teams were relying on memory and manual note taking to complete tasks.
No Employee Onboarding
Team members began their roles with no formal onboarding or training. The learning curve was ~8 months before team members felt like they understood their role.
No Performance Metrics
With no KPIs attached to any performance within the business, the agency struggled to improve key aspects of its operations.
No Automations
With work spread across multiple platforms, disjointed execution, and no consistent workflows, this agency didn't have any automations in place to allow their team to function more efficiently.
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Solutions Implemented
Once we knew what we were working to fix, I crafted a phased plan, starting with an operations manual and SOPs for clarity. Next, we introduced structured request forms to streamline task flow between departments, followed by over 100 task templates, and a comprehensive template library to ensure consistency across client portfolios.
With each new solution, I gradually trained team members, building confidence and fostering adoption before moving forward. Ultimately, we created a centralized ClickUp workspace to house all client work and processes, consolidating tools and empowering the team to work more efficiently and cohesively.
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Operations Manual with Standard Operating Procedures (SOPs)
In partnership with the team, I created an operations manual with SOPs for all vital deliverables for a quality client experience. These SOPs created a unified approach to client work across teams reducing dissatisfied clients and client churn.
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Cross Departmental Request Forms
To streamline interdepartmental requests, I developed request forms that the Client Delivery team could use to request assets and support from the studios. These forms standardized requests, allowed for prioritization, and ensured all necessary details were included upfront, reducing the back-and-forth on Slack and improving task tracking.
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Task Templates
An essential piece to a predictably incredible client experience is repeatable outcomes. We created a standardized way of executing all deliverables using task templates. Each template links to a corresponding SOP, ensuring that each team member follows the same process, and also ensuring SOP updating is simple.
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Library of Templates
We developed a comprehensive library of templates for emails, calendar invites, agendas, and conversation guides. These templates ensured the team could communicate with clients and each other quickly and professionally.
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Custom Views and Dashboards
We built dozens of custom views and dashboards to provide leadership and team members with meaningful metrics at a glance.
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New Employee Onboarding
Created a comprehensive 2-week onboarding template that gives new hires a structured training and hands-on experience with ClickUp and the company’s processes. This reduced time to role confidence from 8 months to 3 months.
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New Client Intake Forms
Created several client intake forms to capture essential information during onboarding. These forms standardized data collection, provided immediate connection points, and gave the Client Delivery team insight prior to the kickoff.
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Workspace for Centralized Operations
Designed Spaces that housed all client work, internal operations, and documented processes. This centralized client setup, brought all client work under one roof, and provided a single source of accountability for the entire team.
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Best Practices Training Presentation
Based on the processes and platforms that were written and used, I created a comprehensive 2-week onboarding template that gives new hires a structured training and hands-on experience with ClickUp and the company’s processes. This reduced time to role confidence from 8 months to 3 months.
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1,400+
Request Forms Submitted
Resulting in clearer expectations and collaboration between departments. -
100+
Task Templates Created
Resulting in a more streamlined client experience regardless of the team serving them. -
50+
Communication Templates Created
Resulting in more standardized language used, and time saved across teams.