Projects that should take two weeks took six.
T&V is a boutique creative agency with eight people handling more than 15 client projects at once. Delivery was inconsistent, feedback cycles were chaotic, new hires took three months to become productive, and the founders were firefighting every day instead of growing the business.
Every project ran differently, depending on who managed it.
There were no documented handoffs between strategy, creative and production, no client communication standards, and resource allocation was invisible. Retainer scope creep was common because the boundaries were unclear.
SOPs the team actually uses
We mapped every service into standard project phases with clear inputs, outputs and owners. We wrote SOPs for client onboarding, creative briefs, feedback, revision rounds, final delivery and offboarding, built a resource dashboard showing who works on what, and set up project templates in ClickUp with automated tasks and deadline reminders.
- SOPs for onboarding, briefs, feedback, revisions, delivery and offboarding
- A resource dashboard
- ClickUp project templates with automated tasks and reminders
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35% faster delivery, and the founders got their time back.
Average delivery time fell 35% and the NPS rose from 42 to 68. New team members became productive in three weeks, down from three months. Scope creep incidents dropped 60%, the founders reclaimed more than ten hours a week, and one SOP-driven service became a product that now brings in 30% of revenue.