Case Study: Taking This Agency from Stressful to Calm

With more than 40 emails incoming a day, and no clear task delegation or daily to-do lists, the team was running full speed with a process that could be greatly improved upon! The team had the clients’ best interests in mind, and truly cared about their success of the clients, it’s just that the foundation for task management hadn’t been clearly defined, so things were slipping between the cracks.

Meet Lydia.

Lydia - Before & After Working with DOT & Company

Founder &

Principal Strategist

Elle Events & Marketing

Before & After:

Before working with DOT…

DOT & Co: How would you like to see your client onboarding system improved, if at all?

Lydia, Founder: Right now it is not streamlined and mapped out. It all lives in my head and it’s properly documented.

The Journey

Over 3 months, we focused on the following objectives;

Objective #1: Systems and Processes

KEY RESULT: Implement templates, FAQs, meeting scripts, processes, and systems to lay the foundation of the agency processes. TO DO’S: 

  • Define and research existing processes and systems

  • Implement foundations for success

  • Delegate and follow through with evolving SOP processes

Objective #2: Build a team to be the Clients go-to

KEY RESULT: Clearly define roles to have clients' go-to person delegated and responsible for client success. 

TO DO’S: 

  • Set up expectations in the client onboarding process, and handover clients efficiently

  • Lead client calls and communicate confidently and effectively

  • Task delegation and project manage internal team

Objective #3: Digital Marketing and Strategy Knowledge Build

KEY RESULT: Research and learnings for digital marketing strategy. Empower the CAM team to be able to speak confidently about the process of the strategy, and the goals of the client backed with the knowledge they need to be able to answer process-related questions. TO DO’S: 

  • Finetune reporting process to be able to confidently communicate results with clients

  • Strategy - understanding marketing as a whole

With second-guessing between decisions and project management slipping through the cracks, there needed to be clear delegation of roles and responsibilities. The team came together and truly connected the dots to streamline processes and build efficiency. 

Throughout the training, their project manager moved on from the agency. This left a gap in the implementation piece of the training. The Business development person, the agency owner, and the Marketing Strategist came together to complete the training.

With everyone going through the same training, and passionately sharing the core values of DOT, it led them to want to be connected to DOT long-term.


The Result + CTA

What was the BEST thing about this training, and what could we improve?

From Kaitlyn’s perspective (Marketing Strategist):

Emma's kind and non-judgemental support. We were doing this training because we knew we needed to improve and had big gaps. This means that we were a little behind the eight ball when it came to getting systems in place. Having great training for our WHOLE team actually increased the overall knowledge for and skill set for everyone in multiple roles. We are very appreciative. Emma even crafted some custom training for our particular project management tool.

Ready to learn how we can make your clients happier (and your job easier)? Email us to start the conversation.

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