Case Studies

The Problem

Dispatch calls were getting lost between shifts, and follow-ups with insurance companies were inconsistent. The team relied on paper logs and memory, leading to missed opportunities and frustrated customers.

System Map Summary

We mapped the entire call-to-collection workflow, identifying 8 handoff points where information was being lost. The visual documentation revealed that the same customer data was being entered 4 times across different systems.

Automations Implemented

• Automated call logging from phone system to CRM
• Insurance claim follow-up reminders based on status
• Shift handoff summary generation
• Customer notification triggers at key milestones

Result

Consistent follow-up process established with clear ownership at each stage. The team reported fewer missed callbacks and clearer handoffs between shifts. Customer complaints about communication dropped noticeably.

Stack Used

The Problem

Scheduling conflicts were creating double-booked technicians and missed appointments. The office manager was spending hours each day manually coordinating schedules across multiple calendars and spreadsheets.

System Map Summary

Our documentation revealed 3 separate scheduling systems being used: a paper calendar, Google Calendar, and a spreadsheet. Technicians weren't consistently updating their availability, and customers were booking directly without checking real-time capacity.

Automations Implemented

• Unified scheduling system with real-time availability
• Automated customer booking confirmations and reminders
• Technician mobile check-in and route optimization
• End-of-day job completion sync to invoicing

Result

Scheduling conflicts were virtually eliminated. The office manager reclaimed hours each week, and customers received consistent communication throughout their service experience.

Stack Used

The Problem

As a one-person operation, the consultant was spending too much time on administrative tasks—intake forms, scheduling, invoicing, and follow-ups—instead of billable client work.

System Map Summary

We documented a typical client journey from inquiry to project completion, identifying 12 manual touchpoints that could be automated or streamlined without losing the personal touch.

Automations Implemented

• Automated intake form to CRM and project folder creation
• Self-scheduling integration with calendar blocks
• Proposal template generation with client data
• Invoice triggers based on project milestones

Result

The consultant gained back significant time each week previously spent on admin tasks. New client onboarding became smoother and more professional, and nothing falls through the cracks during busy periods.

Stack Used

The Problem

Tracking shipments across multiple carriers was a nightmare. Customers constantly called asking for updates, and the team spent hours gathering information from different carrier portals.

System Map Summary

We mapped the shipment lifecycle and identified the information flow between carriers, internal systems, and customer touchpoints. The biggest gap was real-time visibility—data existed but wasn't accessible.

Automations Implemented

• Multi-carrier tracking dashboard
• Automated status update notifications to customers
• Exception alerts for delayed or at-risk shipments
• Daily summary reports for management

Result

Customer inquiry calls decreased as they received proactive updates. The team could focus on exceptions rather than routine status checks, improving response time for issues that actually needed attention.

Stack Used

The Problem

Project documentation was scattered across email, text messages, and physical folders. When issues arose, finding the relevant information took hours and sometimes important details couldn't be located at all.

System Map Summary

We documented the information flow for a typical project, from initial bid through final walkthrough. The audit revealed that project managers were using 6 different communication channels, with no central source of truth.

Automations Implemented

• Centralized project portal with all documentation
• Automated photo and document organization by project phase
• Change order approval workflow with notifications
• Subcontractor communication logging

Result

All project information became findable within minutes instead of hours. The documentation also provided better protection during disputes and made project handoffs between team members much smoother.

Stack Used