Case study · Professional services
250+ hours saved annually
across 80+ shipped workflows.
A professional services firm was running marketing on spreadsheets. We mapped every handoff, automated what mattered, and documented the rest.
Segment: Professional services · 40-person team
Engagement: 16 weeks · Audit + automation buildout
The challenge
What was broken.
A 40-person professional services firm was running marketing operations on a stack of shared spreadsheets, manual email handoffs, and a single overworked ops coordinator. Lead intake required four separate copy-paste steps between the website form, the CRM, the email tool, and the project management board. Reporting was assembled by hand on Monday mornings. The ops coordinator was burning out, executives didn’t trust the numbers, and the firm had stopped onboarding new lead sources because the existing pipes already couldn’t cope.
The approach
What we built.
We started with a workflow audit, sitting with the ops coordinator for two days and writing down every manual task she did. That produced a list of 137 distinct handoffs. We classified each by frequency, complexity, and impact-if-broken, then built a six-week rollout: highest-frequency, lowest-risk handoffs first to build internal trust; complex multi-system flows last. The automations went into Zapier and HubSpot workflows – not because they’re fancy, but because the client could maintain them. Every workflow got a one-page README the coordinator could read and edit. We also retired 12 spreadsheets entirely.
The outcome
What it changed.
By month four, 80+ workflows were running unattended. The ops coordinator reclaimed roughly 250 hours per year of repetitive work – time she now spends on campaign strategy and reporting design. Onboarding new lead sources takes hours instead of weeks. Most importantly: every workflow is documented in plain language. When we left, the team had already added 8 new automations on their own.
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