When new social‑media or coaching clients came on board, the agency had no formal SOPs to follow. Team members depended on ad‑hoc instructions from the CEO, resulting in inconsistent steps and frequent bottlenecks. Compounding the problem, crucial documents—contracts, brand assets, and account credentials—were scattered across various folders and platforms, so staff routinely lost time hunting for the right files instead of serving clients.

To address these challenges, we developed an Airtable-based knowledge hub that included an easily accessible repository of end-to-end SOPs for marketing, management, and coaching services as well as where project management for the team was tracked. Additionally, we redesigned the client-onboarding workflow by streamlining key tasks, such as contract signatures, kickoff-call scheduling, credential collection, and setting up access to Canva and Google tools. To strengthen the agency's internal processes, we introduced a talent-management assessment and built basic HR infrastructure, while also implementing agency-wide analytics dashboards to streamline performance tracking. Lastly, the team was migrated to a unified social-media scheduling platform to improve efficiency and keep projects organized.

The team now spends significantly less time searching for documents and asking questions, as all processes are tracked and accessible in Airtable project trackers. With clear policies and streamlined workflows in place, the agency can confidently scale, allowing leadership to focus on growth rather than managing day-to-day chaos