How a 60-person services firm replaced their email-and-spreadsheet operations with a single automation layer — and what they gave up to get there.
The firm ran on email threads and a maze of spreadsheets. Every new client kicked off the same 40-step manual chain — copy-paste between tools, chase approvals, re-key data. Roughly 240 staff-hours a month vanished into it, and things still slipped.
Four moves, senior-only, weeks not quarters.
Two days shadowing the ops team to map every step, tool and hand-off — and where work actually got dropped.
Instead of a dozen brittle automations, we designed a single workflow layer that owned the process end-to-end.
Their CRM, forms, docs and billing finally talked to each other — with approvals, retries and alerts built in.
Every step has a fallback and an alert. When something needs a human, the system asks — before a client notices.
We got a full week of every month back — and stopped dropping the ball on new clients.
— Client, Automation engagement
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