Case Studies

Analysts were spending 20+ hours a week on manual research across dozens of sources. Classification was inconsistent, the CRM was always behind, and several key sources had no API - making standard automation unworkable.

The content team was spending most of each week on production with almost no time left for strategy. Brand voice was inconsistent across formats and SEO was being applied after the fact rather than baked in from the start.

Every new product required four to six manual actions from the CS team. No error handling - if a step was missed, no one knew until a customer hit a broken link. No reliable way to see which products had forms without checking the sheet manually.

First-contact time was measured in hours. Follow-up sequences were inconsistent - some leads received all five touchpoints, others received one. Contacts were sometimes duplicated and replied leads were still receiving automated messages.

Triage was manual and inconsistent. Response time varied based on who was available, not urgency. Internal docs were spread across Google Drive with no time to search. Document updates meant manually re-briefing the support team each time.

Every new patient meant twenty-plus minutes of manual insurance verification and chart setup, done by hand before they walked in. No-shows were running at 18% across all three clinics, with no shared waitlist to fill an empty slot when someone cancelled.

Enquiries were taking an average of five hours to answer outside office hours, checked by hand against dozens of listings across fifteen neighbourhoods. Bringing a new landlord's property live across every booking channel took two full weeks of manual setup.

Each of the six branches ran its own WhatsApp number, answered manually, with replies during peak hours taking 25 minutes on average. With more than 15,000 clients on file, there was no consistent way to remind anyone their next session in a package was due.

Every private event inquiry took an average of four days to turn into a custom proposal, built by hand and checked against a floor plan and a spreadsheet of vendor rates. Thirty-eight percent of inquiries went cold before a proposal ever reached the client's inbox.