Streamlining Client Communication and Reducing Manual Work
The Situation
A client with a growing customer base was struggling to keep up with routine communications like onboarding, project updates, and follow-ups. Team members were answering the same questions over and over, with no consistent documentation or process.
The lack of a structured system led to delays, errors, and customer frustration—and it was pulling people away from higher-value work.
What I Did
I worked with the client to standardize and automate their most common workflows so the team could stay focused on their actual jobs.
Mapped Key Communication Points
Identified the most common touchpoints across the customer journey: onboarding, updates, issue resolution, and recurring check-ins
Pinpointed areas where response delays or inconsistent messaging were causing problems
Built a Central Documentation System
Created internal guides that team members could use to reference standard language, instructions, and steps for resolving common issues
Developed external-facing materials like welcome guides, FAQ documents, and update templates
Implemented Automation Tools
Integrated platforms like ClickUp, Loom, and Scribe to automate recurring communications and provide visual walkthroughs
Set up trigger-based reminders and status updates so customers were kept in the loop without manual check-ins
Tested and Trained the Team
Ran pilot tests to make sure the messaging still felt human and supportive
Trained the team on how to use the new systems and when to step in with a personal touch
The Results
Reduced average onboarding-related questions by over 50%
Cut customer response time by 35%
Freed up 10+ hours per team member per month by eliminating repetitive emails and Slack messages
Improved customer satisfaction by creating a more consistent and professional experience
Why It Mattered
By taking the pressure off the team to remember and repeat every step, the system helped ensure customers got timely, clear communication without burning out the staff.
