We are an operations consultancy helping service-based agencies create, document, and automate every process in the operation so that the owner can extract themselves, the team can run the business, and their clients get the best experience.
Case Study
Surge Social
Industry
Marketing Agency
Service
Client Management Systems Build
Years in Business
5
Team Size
7
Purpose of Service
to reduce the amount of time required to manage the lead pipeline, onboard and offboard clients, increase client lifetime value and provide a more streamlined client experience
Ideal Client
Service-based business owners, online educators and coaches who want to take their marketing from mediocre to mesmerising.
About the Founder/Company
Led by marketing veteran, Ayse Caglayan, Surge Social is a powerhouse in the world of content creation.
Since delving into the industry in 2016, Ayse has honed her skills by curating compelling content for top-tier companies such as Sky, ASOS, Amazon, Oliver Bonas, The Financial Times, and Harrods before founding her own company.
Since then, she has built an exceptional team of remarkably talented individuals – they’ve authored books, showcased expertise on prominent stages, and held pivotal roles as Content Crafters, Copy Captains, and Design Doctors, contributing to the success stories of prominent women in service-based industries.
With their unique ethos and infectious energy, the team at Surge Social is a powerful blend of exceptionally empathetic and extraordinarily electric. They prove that you don’t have to choose between being big and bold, or being authentic and approachable.
Their work is a testament to their ability to infuse brands with compelling duality, crafting campaigns that embody authenticity and boldness in equal measure.
At Surge, they are not just content creators; they are cultivators of brand identities, breathing life, passion, and purpose into every project they undertake.
Ayse Caglayan
Whilst we had systems and processes in place, they felt sloppy and didn't feed into each other seamlessly and so much time was spent on tasks that could've been (and have since been) easily automated. Since working together, we've been able to save a significant amount of time and operate so much more efficiently as a team and are able to deliver a much higher quality onboarding process and experience to clients.
Challenges
Fragmented Client Processes
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.
Lack of Efficiency
This fragmentation drove more time into performing the processes, as well as making them more complex than they needed to be. It also protracted the completion of them, as moving on to the next stage often meant waiting for a client to perform an action and vice versa.
Siloed Team Communication
With client information scattered across multiple platforms and not centralised in one place, it was difficult for other members of the team to know where in the onboarding offboarding process a client was, meaning they struggled to take appropriate action independently.
Solutions
Redesigned Client Processes
We workflow-mapped the client processes, identifying opportunities to enhance the client experience while improving efficiency. We also implemented a clear client offboarding process to consistently ensure feedback was collected and market Team Surge’s referral and returning client discount programmes (this entire process is deployed with one click!).
Implemented CRM Software & Automations
This consolidated the number of platforms needing to be used (and paid for!) and kept all information relating to a client in one place. We created simple automated processes to significantly speed up client onboarding time and reduce the amount of manual tasks that had to be performed by Team Surge.
Streamlined Team Communication
We created a client onboarding and offboarding tracker with checklists of tasks that needed to be performed at each stage in the process in their project management tool. This provided clarity to team members about what had and hadn’t been completed and who was responsible for doing what.
Results
- Enhanced client experience
- Increased efficiency
- Streamlined team communication
- Transparency and clarity on client processes
- Improved client lifetime value and increased referrals
Ayse Caglayan
Working with Rachael & her team has been a true dream. She was able to look at my business from a birdseye view, question the way we were doing things and instantly spot inefficiencies that were costing us so much time (and money). If you're a business owner looking to seriously scale, take back control of your time and operate as a true CEO, you need Rachael's support!
