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Agency operations guide

Agency process mapping workshop

Map the decisions, owners and handoffs that move an account from signed to renewed. Keep the first version close to how the team actually works.

01

Map the stages

Start with the outcomes a client moves through, not the tools currently used.

Define signed, onboarded, active delivery, reporting and renewal
Write the entry and exit condition for each stage
Remove steps that exist only because tools are disconnected

02

Name ownership

Every stage needs one internal owner and a clear client responsibility.

Assign the person accountable for progress
List required client inputs and approval windows
Define what happens when work is blocked

03

Install and review

Turn the map into templates, then test it with one active client.

Build the forms, tasks and reports
Run a real client through the process
Review exceptions after thirty days

Apply it to your agency

See which public parts of your client journey need attention.

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See what is slowing your agency down.

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