Rebuilding the workflow that ate half the week
Marketing and communications agency · 18 clients · team of contractors
50 to 60%
of the week spent on one workflow
1,000+
event flyers a year, each in three sizes
1 FTE
of capacity added
The situation
One workflow ran the business: Turning event flyers into client emails across four different email platforms. Everyone on the team had used ChatGPT for something and one account manager had built her own reusable prompts. The workflow itself hadn't changed in years. A textbook L2.
What we did
- Mapped the workflow with the account managers who ran it, using their own hours tracking as the baseline
- Piloted with three clients on three different email platforms instead of the easiest one
- Wrote down the judgment calls that had only lived in people's heads
- Built the AI version with the team: Email drafts generated from the flyers, the promotional planner, and past emails in each client's voice, reviewed by the account manager before sending
- Set ground rules and handed it over
The result
The capacity of one additional FTE and one outsourced process eliminated. The team runs it themselves.