The brief
T&V Advertising is a boutique creative agency with 8 team members handling 15+ client projects simultaneously. Delivery was inconsistent, projects that should take 2 weeks were stretching to 6. Client feedback cycles were chaotic. New team members took 3 months to get productive. The founders were firefighting daily instead of growing the business.
What I found
Every project was run differently depending on who managed it. There were no documented handoff points between strategy, creative, and production. Client communication standards didn’t exist. Resource allocation was invisible, some team members were overloaded while others had gaps. Retainer scope creep was common because boundaries were unclear.
What I built
Mapped every service offering into standardised project phases with clear inputs, outputs, and owner assignments. Created SOPs for: client onboarding, creative brief development, feedback collection, revision rounds, final delivery, and offboarding. Built a resource dashboard showing who is working on what. Set up template project boards in ClickUp with automated task creation and deadline reminders.
- Notion
- Loom
- ClickUp
- Google Workspace
- Miro for process mapping
What changed
Average project delivery time reduced by 35%. Client satisfaction scores (NPS) improved from 42 to 68. New team member onboarding shortened from 3 months to 3 weeks. Scope creep incidents dropped 60%. The founders reclaimed 10+ hours per week for business development. One SOP-driven service line became productised and now generates 30% of revenue with minimal custom work.
“Mark exceeded expectations throughout the project. He was proactive, reliable, and consistently contributed valuable strategic ideas that supported our business growth. Communication was excellent, deadlines were always met, and working together was a pleasure.”