Building a delivery system from scratch — without stopping live projects
An 8-person digital agency had grown to a point where every project depended on informal knowledge and the founder staying across everything. There were no shared standards, no reliable way to forecast delivery and no visibility into what was actually happening across client work at any given time.
- Mapped how work actually moved through the agency — from brief intake to client handover — and identified where coordination was breaking down.
- Designed and implemented an Agile delivery system in Jira and Confluence, including backlog management, sprint cadence, forecasting and project documentation standards.
- Trained the full team of eight in Agile practices and acted as Scrum Master across two active squads while the system was being embedded.
- Built reliable project forecasting processes so the team could commit to timelines with confidence rather than guesswork.
- Designed a Slack channel framework that gave design and development teams clear, separate spaces for the right conversations — and built Slack workflows triggered both by Jira status changes and directly within Slack, automating project updates and handover notifications so nothing relied on someone remembering to post.
The agency went from reactive, founder-dependent delivery to a structured system the team could run independently — without pausing client work to get there.
Three people manually re-entering the same data into the same CRM — between every accepted quote and every order
A 25-person sales and operations team at an appliance wholesaler was quoting large, complex lots — think furnishing entire apartment complexes — with heavy editing, custom discounts and bulk pricing adjustments built into every quote. The CRM handled the quoting well. What happened after acceptance was a different story.
- Mapped the full quote-to-order workflow and identified the manual handoff point where the CRM process broke down.
- Discovered that once a quote was accepted, a staff member had to manually transcribe it into a web form and email it to a colleague — who then re-entered the same data into a different section of the same CRM.
- Designed and built a direct integration between the quoting module, the order processing workflow and the In House Inventory Management System, eliminating the manual re-entry steps entirely.
- Delivered the core automation within two weeks as part of a larger engagement, while the team continued quoting and processing orders normally throughout.
The integration paid for itself almost immediately — and the sales team could quote more accurately and competitively than they ever had before.
A founder manually managing campaigns to more than 10,000 leads and handling every support query — until automation freed up 30+ hours per week
An online academy with thousands of students enrolled had a critical bottleneck: the founder was doing nearly everything manually. With a contact list of more than 10,000 leads, every email campaign meant manually building lists, then triggering each message in the sequence one by one. Every query that came in from a lead was also handled manually — the founder was the entire sales and support operation. Student support required him to jump into every Q&A thread. Certificate generation was a manual PDF process. The team of 6 was growing, but so was the founder's workload — and it was unsustainable.
- Built automated email workflows and marketing sequences in High Level, replacing the manual process of building lists and triggering each email individually — so campaigns could run to thousands of contacts without founder involvement.
- Implemented an AI-powered Q&A chatbot on WhatsApp that handled common student and lead questions intelligently, improving responses over time.
- Designed a fully automated certificate generation system: students submit details via WhatsApp, the bot generates personalised PDFs with login credentials and sends them directly to email.
- Completed the full engagement in 3 weeks, with the founder remaining fully operational throughout.
The automation created capacity for growth — and opened a roadmap for a full year of further improvements as the business scales.
Standardising delivery across three squads mid-acquisition — with an external vendor in the mix
A SaaS company navigating post-acquisition uncertainty needed to align 30+ people — split across internal teams and an external vendor — on a single, consistent way of working. There was no shared process, forecasting was unreliable and the external vendor team was operating largely independently of the client's priorities.
- Introduced Scrum methodologies across three squads, transitioning over 30 team members from ad-hoc working to structured Agile delivery within 12 months.
- Mentored the external vendor team to align their practices with internal processes, building a stronger working relationship between client and vendor.
- Migrated the product backlog from Trello to Jira and established reporting dashboards that gave leadership real visibility into capacity, velocity and delivery timelines.
- Coached a junior product owner through the full delivery cycle of new software functionality, which was successfully released and well-received by clients.
- Identified and addressed skill gaps across the developer team, resulting in clearer documentation and transparent squad performance reporting.
Leadership gained clear, reliable visibility into delivery progress for the first time — and the external vendor relationship shifted from a source of friction to a productive partnership.
Replacing a legacy call centre system with zero disruption during an overnight cutover
A large primary industries company needed to replace a legacy VoIP call centre solution with an integrated cloud CRM platform — bringing all call records, recordings, support chats and customer interactions into a single system. The entire cutover had to happen overnight to avoid disrupting operations.
- Led the full discovery and delivery of the integration — scoping requirements, mapping the existing call centre workflows and designing the new CRM-integrated solution.
- Managed a tightly controlled 10-hour overnight go-live window during which all phone lines were redirected from the legacy system to the new cloud platform.
- Configured the new system to automatically log all inbound calls in CRM, link them to existing contact records, record call details and duration, and route support chat inquiries into the same interface.
- Led the early life support stage post-launch — training call centre users on the new system and resolving any issues before handing over to the internal team.
The legacy VoIP system was fully decommissioned. The call centre team had a single interface for all customer interactions from day one — and the internal team was trained and confident to run it independently.