EXAMPLE ENGAGEMENTS/ HOW WE THINK
Examples
These are illustrative engagements, clearly labeled as such — client case studies will take their place as they're earned. Each one shows the whole shape of the work: the objective, the constraint, the redesigned workflow, who does what, how success is measured, and the controls that keep people accountable for the outcome.
EX. 01 / RUN BETTER · PROFESSIONAL SERVICES
ILLUSTRATIVE
Client intake in two days, not two weeks
Objective
Cut new-client intake from two weeks to two days without adding staff.
Constraint
Senior people spend their highest-value hours chasing documents and re-checking checklists. Hiring more of them isn't the answer to work this repetitive.
Current workflow
Email back-and-forth to request documents → manual completeness checks → data re-keyed into the practice system → a partner reviews the file days later and finds the gaps.
Redesigned workflow
An intake agent requests documents, follows up, verifies completeness against the checklist, and drafts the file → staff see a queue of ready-for-review files with exceptions flagged → a person makes every acceptance decision.
People & agents
The agent may request, remind, verify, and draft. It may not accept a client, waive a requirement, or give advice. Staff own judgment calls and the client relationship.
Measurements
Intake cycle time, staff touches per file, first-pass completeness rate, and client drop-off during onboarding — baselined before the pilot, reviewed weekly during it.
Risks & controls
Client documents stay inside the firm's systems with scoped access; every agent action is logged and reviewable; a human approval gate sits in front of anything a client sees except routine document requests.
EX. 02 / GROW FASTER · SMALL BUSINESS SALES
ILLUSTRATIVE
A qualified response to every lead, within five minutes
Objective
Respond to every inbound lead within five minutes, around the clock, with something better than an autoresponder.
Constraint
A three-person sales team. Leads arrive at night, on weekends, and mid-meeting — and the oldest ones quietly die in the inbox.
Current workflow
Web form to a shared inbox → whoever notices first replies → qualification happens in the first call → follow-up depends on memory and sticky notes.
Redesigned workflow
A qualification agent answers immediately from approved messaging, asks the qualifying questions, checks the CRM for history, and offers times from the team's calendars → the team starts each day with booked, briefed conversations.
People & agents
The agent qualifies, schedules, and briefs. It may not quote prices, negotiate, or commit the company to anything. People run every conversation that matters.
Measurements
Time to first response, lead-to-meeting rate, show rate, and pipeline created — measured against the months before the pilot.
Risks & controls
Messaging boundaries are written and versioned; anything off-script escalates to a person; the agent identifies itself honestly; every exchange is logged for review.
EX. 03 / DO MORE · ADVISORY SERVICES
ILLUSTRATIVE
Senior-level attention for every client, not just the biggest
Objective
Deliver the monthly advisory review that top clients get to every client on the roster — profitably.
Constraint
The review takes a senior advisor three hours per client. At that cost it only pays for itself on the largest accounts, so most clients hear from the firm once a year.
Current workflow
Pull the client's numbers → compare to history and plan → write the narrative → senior advisor reviews and sends. Three hours, top to bottom, per client.
Redesigned workflow
An analysis agent assembles the numbers, flags what changed and what's drifting off plan, and drafts the narrative in the firm's voice → the advisor reviews, corrects, adds judgment, and signs → twenty minutes of senior time instead of three hours.
People & agents
The agent drafts; it never sends. A named advisor reviews and signs every review, and owns the advice. The client's relationship is with the person, not the pipeline.
Measurements
Clients receiving monthly reviews, senior hours per review, margin on the service, and client retention over the following year.
Risks & controls
Professional review before anything ships — no exceptions; client data scoped to the engagement; drafts watermarked until signed; a standing audit of a sample of sent reviews.
EX. 04 / STAFFING & TALENT · FLAGSHIP PRACTICE
ILLUSTRATIVE
The staffing request that wasn't a placement
Objective
A client asks the agency for two data-entry hires. The real objective, one question deeper: clear a growing backlog of documents, permanently.
Constraint
The volume is spiky and the work is repetitive — a poor fit for two full-time placements the client will struggle to keep busy, and a poor experience for the people placed.
Current workflow
Client request → job order → source, screen, place two people → hope the volume holds. The agency's only product is a person.
Redesigned workflow
The agency evaluates the request against four delivery models → proposes a hybrid: one placed coordinator who owns the process, plus a managed document agent handling the repetitive volume → the agency delivers an outcome, not just a headcount.
People & agents
The placed coordinator handles exceptions, quality, and the client's questions. The agent processes routine documents within defined authority. The agency keeps the client relationship — and now has three more delivery models to offer.
Measurements
Backlog burn-down, documents per day, error rate versus the manual baseline, cost per processed document, and the client's and coordinator's satisfaction.
Risks & controls
Agent authority is written into the engagement: what it processes, what it must route to the coordinator, what client data it can touch. The agency reviews the audit log with the client monthly.