How we work
A clear path from first conversation to a solution that runs
Each step has a written scope, a deliverable you can inspect and a decision point. You never have to commit to the next stage to get value from the last one.
- 01
Business Operations Review
A conversation, usually 30 to 45 minutes, about what is slowing the business down. You explain the problem; we ask questions and say honestly whether we can help.
You receive
You leave with a view on fit and the proposed scope of a diagnostic.
- 02
Fixed-fee diagnostic
We study the real operation: people, systems and sample cases. We measure a baseline and trace symptoms to root causes.
You receive
A written diagnosis, a recommended solution, the resources it needs, a roadmap and a commercial proposal.
- 03
Proposal and agreement
Scope, milestones, responsibilities and price in writing, along with confidentiality and data-processing terms.
You receive
Stages you can approve one at a time.
- 04
Build
Software developed, systems configured and integrated, processes documented and, where needed, people recruited, trained and onboarded.
You receive
Working output at each milestone, tested and signed off by you.
- 05
Operate
For managed services and teams: live operation under written scope, supervision, quality assurance and escalation paths.
You receive
Service-level reporting and a named contact on our side.
- 06
Optimize
Monthly review against the baseline. We retire what is not earning its place and improve what is.
You receive
An improvement log with an owner and a date for each item.
Commercial structure
How each kind of work is priced
01 · Discover
Fixed-fee diagnostic
Process assessments, sales and CRM audits, workflow analysis and outsourcing assessments. You get a written diagnosis, a recommended solution, the resources it needs and a roadmap.
02 · Build
Fixed price, milestone payments
Custom applications, portals, integrations, CRM implementation, automation and data migration, delivered against milestones you can inspect.
03 · Staff
Scoped to roles, hours and service levels
Where a bottleneck needs hands, we recruit, train and supervise the right roles. Roles are validated and scoped with you; nothing is promised before capacity is confirmed.
04 · Operate & Scale
Recurring monthly contract
We run an agreed process end to end, or a dedicated team, against written scope, quality standards and service levels, and improve it every month.
We share prices after scoping, in writing. Pricing for people-based services depends on roles, hours, language and service levels and is never a generic rate card.
The method in practice
Discover → Diagnose → Design → Build → Operate → Optimize
Choose an illustrative problem
Illustrative scenarios · not client results
Business problem
Web and phone enquiries sit unanswered after hours and on busy afternoons.
01 · Understand
Walk the enquiry path from first touch to booked job with the owner and the person who answers the phone.
You receive
Stakeholder notes and a one-page picture of today’s path.
We learn the business model, the stakeholders, the operation and the outcome you want, in your words.
02 · Find the cause
Pull a sample of recent enquiries and measure time to first response and where each one stalled.
You receive
Response-gap table by channel and hour of day (illustrative).
We trace the symptom to root causes: bottlenecks, existing systems, and what the problem is costing you.
03 · Choose the fix
Compare rungs: a shared inbox and rota (process) versus instant acknowledgement plus a trained responder (automation plus people).
You receive
Option comparison with effort, cost bands and risks.
We compare options and define the simplest combination of people, process and technology that solves it.
04 · Put it in place
Configure the CRM intake, connect the form and phone log, write the response SOP and train the responders.
You receive
Working intake, SOP, responder checklist.
We develop, configure, integrate and, where needed, recruit and train, against agreed milestones.
05 · Run it
Run enquiry handling inside agreed hours with named escalation, once coverage is validated.
You receive
Weekly activity log and escalation record.
We manage the agreed process, system or team under written scope and service levels.
06 · Improve it
Review response time and booking rate against the diagnostic baseline, then tune scripts and rules.
You receive
Monthly review against baseline.
We measure results against the starting point, review them with you and keep improving.
- Process
- Response SOP, escalation rules
- People
- Trained responder, supervisor
- Technology
- CRM intake, notifications
Business problem
Recruiters spend hours a day re-keying CVs, chasing availability and updating the ATS.
01 · Understand
Shadow a recruiter through one placement from application to offer.
You receive
Task inventory with time per step.
We learn the business model, the stakeholders, the operation and the outcome you want, in your words.
02 · Find the cause
Separate rule-based admin from judgment, and find where the ATS data is inconsistent.
You receive
Admin-versus-judgment split and ATS data-quality notes.
We trace the symptom to root causes: bottlenecks, existing systems, and what the problem is costing you.
03 · Choose the fix
Decide what is automated, what a coordinator handles and what stays with the recruiter.
You receive
Target workflow with decision points marked for human review.
We compare options and define the simplest combination of people, process and technology that solves it.
04 · Put it in place
Configure the ATS fields, build CV data extraction with review, set up scheduling.
You receive
Configured ATS, extraction flow, scheduling rules.
We develop, configure, integrate and, where needed, recruit and train, against agreed milestones.
05 · Run it
A recruitment coordinator runs candidate administration to the SOP.
You receive
Daily queue and weekly exceptions report.
We manage the agreed process, system or team under written scope and service levels.
06 · Improve it
Track recruiter admin time and data completeness, retire steps that no longer earn their place.
You receive
Quarterly workflow review.
We measure results against the starting point, review them with you and keep improving.
- Process
- Intake and hand-off SOP
- People
- Recruitment coordinator
- Technology
- ATS configuration, extraction with review
Business problem
The same ten questions consume most of the support team’s day while urgent issues wait.
01 · Understand
Review support volume, channels, tools and the people closest to customers.
You receive
Channel and volume overview.
We learn the business model, the stakeholders, the operation and the outcome you want, in your words.
02 · Find the cause
Categorize a sample of tickets to separate repeat questions from genuine issues.
You receive
Ticket category breakdown (illustrative).
We trace the symptom to root causes: bottlenecks, existing systems, and what the problem is costing you.
03 · Choose the fix
Plan triage, a maintained answer library and which tier needs more trained people.
You receive
Tiered support design with escalation path.
We compare options and define the simplest combination of people, process and technology that solves it.
04 · Put it in place
Configure the helpdesk, write the answer library, train the tier-one team.
You receive
Helpdesk configuration, library, training pack.
We develop, configure, integrate and, where needed, recruit and train, against agreed milestones.
05 · Run it
Run tier-one support to written service levels, escalating to your team by rule.
You receive
Service-level report.
We manage the agreed process, system or team under written scope and service levels.
06 · Improve it
Feed recurring issues back to product and update the library monthly.
You receive
Monthly insights note.
We measure results against the starting point, review them with you and keep improving.
- Process
- Triage and escalation rules
- People
- Tier-one agents, team lead
- Technology
- Helpdesk configuration, answer library
Questions
Before you start
Do we have to commit to the whole path up front?
No. Each stage ends with a deliverable and a decision. You can stop after the diagnostic with a written plan you are free to implement yourself.
What do you need from us during the diagnostic?
Time with the people who run the process, a sample of recent real cases, and access to relevant systems under a confidentiality agreement.
How do you report progress once something is running?
Managed services include a monthly report covering volume, quality, service-level performance, issues and the improvement log, compared with the baseline set in the diagnostic.
What if the engagement is not working?
Scope, notice periods and exit terms are in the contract. For managed services we document processes so work can be handed back or transferred cleanly.
Next step
Tell us what is slowing your business down.
A Business Operations Review is a straightforward conversation about the problem. If we are not the right fit, we will say so.