Building solid and sustainable businesses by organising the overwhelm and reducing your workload so you can claim back your time, and your life
Case Study
Conroy Creative Counsel
Industry
Marketing & Creative Services
Service
ClickUp Build
Years in Business
15
Team Size
15
Purpose of Service
to enhance client experience and keep client deliverables and projects structured and executed on time
Ideal Client
Legal Industry
About the Founder/Company
Conroy Creative Counsel stands as a pioneering and award-winning force in the legal marketing landscape, carving a niche as an industry-leading expert in strategic marketing services designed to elevate the reputation and expand the reach of growth-minded law firms.
At the helm, Karin Conroy brings a wealth of experience in marketing management, design, branding, and strategy, fortified by an MBA from UC Irvine’s Merage School of Business, specialising in Marketing.
With a comprehensive array of roles and accolades, Karin is not only the driving force behind the company’s success but also a prominent voice shaping discussions on legal marketing.
She is the host of the Counsel Cast podcast, a legal marketing podcast that brings industry experts together for quick, impactful conversations that provide answers to your questions about marketing, strategy, and design.
Karin Conroy
I loved working with Team RG, they don’t just build out ClickUp, but came up with so many ideas for process improvements and solutions I had never considered, making everything so clear and streamlined.
Challenges
Multiple Platforms Being Used
Multiple platforms were being used to onboard clients such as a separate contract-signing tool to bookkeeping software to issue invoices. None of them were connected so Team Surge needed to move between platforms and manually add in client information separately to use each one.
Task Creation and Delegation
The requirement to duplicate tasks each month for processes that repeated themselves on a consistent basis meant that more time was being spent allocating to the team than being able to execute them. The team relied on Karin to let them know what the “next steps” were, putting a reliance on her for work to be able to be completed. As all business owners know, there are simply not enough hours in the day to keep on top of this without feeling like you are constantly firefighting. The result of this is Karin felt she was unable to truly take any time off from her business and things came to a stop quickly when she did.
Client Experience
Karin knew that ClickUp could be an excellent tool to manage all elements of her Client’s projects, including keeping clients in the loop, streamlining her feedback rounds and keeping the projects flowing, but was unsure how to utilise it to its full potential. Her clients often had different preferences when it came to communication which made it difficult to manage project progress all in one place.
Solutions
Templated Tasks and Delivery Boards
We documented all processes that were being managed under different platforms and built them out in ClickUp. For tasks that are repeated on a repeated basis, we have utilised recurring due dates which eliminated the requirement to “set up” the tasks each week/month.
Task descriptions and SOPs have been created so the team knows what is required to complete the task without relying on Karin to manually communicate with them. We have also created templated delivery boards for Karin’s client projects so she can import the required tasks each time she onboards a new client. These cover all tasks from onboarding, project delivery and offboarding, assigned to the relevant team member and with due dates automatically mapped to the client’s project start date, all with the click of a button.
ClickUp Email Integration
The ClickUp email integration has been used throughout Karin’s ClickUp workspace allowing client communication to be kept in one, centralised place. This allows all relevant team members to access email threads and be able to pick up and action client communication in real-time, without having to wait for Karin to pass an update on to them.
The use of email templates and automations enables the team to send recurring updates, such as monthly reports to clients at the click of a button, saving time on writing an email and allowing Karin full, real-time visibility of the status of client communication without manually requesting an update.
Streamlined Maintenance Request Ticketing System
We implemented a maintenance support request form which creates a task directly within ClickUp on submission, automatically assigning it to the relevant team member who has all the information they require to complete the request without the reliance on Karin to communicate it to them.
Custom field and email automations have been utilised so the team can keep the client updated as well as giving Karin full visibility without the requirement for additional internal communication. We also implemented the time tracking feature to give increased visibility on the cost to serve of each client contract, with reports generated in real-time using the dashboard feature.
Internal Marketing Calendar
Conroy Creative Counsel posts a variety of content, repurposed across several marketing channels. We custom-built a content calendar management system to give visibility of the marketing plan, house all of the required assets (e.g. graphics, copy etc.) and automate the notification of the relevant team members when their part of the process was ready for completion.
Results
- Improved client experience through streamlined processes, communication and turnaround times
- Significant reduction in time taken to delegate tasks to the team and therefore and associate reduction in the end-to-end timeline of actioning requests
- Process documentation and visibility for the team to be able to manage projects and tasks independently, reducing the reliance they had on Karin to be able to complete work
- The ability for Karin to quickly and clearly see the status of all internal and client-facing tasks and projects without the need to cross-reference multiple platforms and request manual updates from the team
- Karin is now able to take well-earned breaks with her family and truly switch off as she knows her team has all of the information and tools to run the day-to-day business operations - she has recently returned from taking a month-long trip to Bhutan with her family!
Karin Conroy
Before working with Team RG, my day-to-day can only be described as chaotic. Now it feels so easy and our operations are so clear and streamlined. We have seen a reduction in time taken to perform basic administrative tasks, transparency of the status of tasks across the team and our client communication and management is a lot clearer. I'm convinced this will be a huge boost overall to my brand and reputation since it will be so much easier for clients to work with us and get what they need.
