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
The Social Girl
Industry
Social Media Marketing Agency Owner and Coach
Service
ClickUp Build and Client Management Systems Build
Years in Business
11
Team Size
6
Purpose of Service
To implement strategic and repeatable processes to facilitate the team running smoothly in a well organised structure
Ideal Client
Hard working mums who want to own their time and achieve financial freedom
About the Founder/Company
Meet Lucia, the founder of The Social Girl Ltd, whose business journey began as a freelance social media manager for over a decade.
When she fell pregnant, she realised that continuing as a busy freelancer with no time, no freedom, and charging just £300 per client per month was unsustainable. Determined to create a better life for her family, she decided to pivot from freelancing to starting an agency when her first baby was just three months old.
Within less than a year, she had earned over £100k, built a mighty team of seven, and worked with renowned global brands, managing profiles with over a million followers and generating millions in revenue, including Lean with Lilly, Shreddy, Strng, Parla Toothpaste, Bettina’s Kitchen, Frst Place by Jordyn Woods, OceanSaver, and more.
Lucia’s success story didn’t stop there. After finally achieving the flexibility to work on her own terms, earning £10k-£20k per month from her phone, all while cherishing every moment with her family, she turned her focus to helping other struggling freelancers and those who wish to start their a business from the comfort of their own homes (or anywhere with Wi-Fi!).
She launched her signature course, Social Media Manager School, which has now empowered over 50 social media managers to quit their jobs, start earning £2k-£5k per month, and build their own teams, allowing them to enjoy a comfortable income and a flexible lifestyle.
Now, as a mother of two beautiful children, she is more committed than ever to teaching ambitious mothers how to build successful social media businesses, free from guilt and financial dependency.
Lucia
Team RG are brilliant, super professional and such genuine, wonderful people who are ace at their job! My biggest lightbulb moment whilst working with them was the realisation of how much time can be saved getting processes in place. My team and I now use ClickUp for managing everything in the business and the structure it has created has allowed me to hire an Operations Manager to delegate to with confidence and ease - she now takes care of everything for me!
Challenges
Manual Processes
Many core, recurring processes were being performed entirely manually, with no documented process and almost no visibility on the status of such tasks, such as scheduling calls and invoicing clients. Communicating about and executing these tasks was long-winded and more complex than it needed to be, making the day-to-day running of the business feel heavy and overwhelming.
Lack of Time
Lucia’s priority has always been ensuring a best-in-class service is delivered to her agency clients via her team, and balancing that against delivering the same for her coaching clients. The lack of streamlined processes meant that all of Lucia’s and her team’s time was being taken up with just doing the day-to-day, rather than engaging in as much business development activity as Lucia would like.
Organisational Efficiency
The impact of the previous two challenges meant that the business was costing more money and time to run than required. It also left a gap in documented processes that would allow the team to be able to take more ownership of their roles and operate more autonomously, as well as for Lucia to feel confident delegating tasks, knowing they would be completed to her standards and without constant follow-ups.
Solutions
Client Onboarding and Management Processes
We mapped out the end-to-end client onboarding process and implemented streamlined workflows including intentional, semi-automated email sequences that ensured clients had all the right information delivered to them at the right time, while still retaining the ability to add personalised touch points, improving the client experience, and ensuring that The Social Girl team had everything they needed to deliver the services they were hired for as efficiently as possible.
Client Delivery Processes
We standardised and built out Lucia’s service delivery processes within ClickUp, with a specific focus on providing Lucia and her team a real-time visibility of the status of all tasks and the progress against their client deliverables on a daily, weekly and monthly basis to ensure everything was delivered on time, in full and to the highest quality standards. We also built custom dashboards for each team member, allowing them to manage, prioritise and forecast their workload effectively.
Internal Business and Management Processes
We documented all of the team’s “Business-as-Usual” tasks, and then built them out in an organised hierarchy within ClickUp. The use of task descriptions allowed for processes to be documented for easy and clear delegation. We also implemented a “Team Hub” where we organised all the business assets and information to allow the team to quickly and independently find all resources and information they need to carry out their roles to the best of their ability, without Lucia being the bottleneck for providing or locating the information.
Results
- The clear organisational and operational structure resulted in Lucia being able to hire an Operations Manager to remove her from the day-to-day running of the business
- The systems have given Lucia the confidence to delegate and spend more time on strategy and business development and less on managing the daily operations
- A more robust business by documenting processes so the team can execute tasks independently and efficiently and nothing lives in someone’s head
- Full visibility of task status and team workload, with the ability to spot potential problems before they occur
Lucia
I want to say a HUGE thank you for all your work and support. You truly made such a difference to my business in the best possible way and we now have SO many great processes in place.
