Case study 01 · Operations
Streamlining client onboarding with AI and automation
How a clunky, manual handover process evolved into a faster, more reliable workflow.
The problem
After client kick-off meetings, handing over information to the operations team was manual, time-consuming and prone to information loss. Meeting notes had to be written up, links and transcripts located and shared, and the CRM updated separately.
Important details could be missed, while the full meeting transcripts were too long for the operations team to realistically read. The problem was not the meeting itself, but the administrative work that followed.
The issue wasn't the meeting. It was the manual work that followed.
What we did
We improved the workflow in stages rather than replacing it in one go.
- WhatsApp voice noteAn immediate spoken summary to the operations team straight after the meeting, so work could start before any notes were typed.
- Fireflies transcriptFireflies joined each meeting and captured a full transcript automatically.
- Zapier deliveryWhen the meeting finished, Zapier emailed the meeting notes, the Fireflies link and a Word transcript to the team in one message.
- HubSpot updateNotes arrived in a ready-to-copy format, so the CRM could be updated in seconds rather than re-typed.
- Custom ChatGPT skillA skill that takes an uploaded transcript and turns it into structured meeting notes, following predefined instructions about what to capture and how to organise it.
How it addresses the problem
The operations team receives structured notes rather than having to work through lengthy transcripts. Automated emails bring the notes, meeting link and transcript together, removing the need to find and share each item manually.
The custom ChatGPT skill reduces the effort involved in preparing consistent notes, while ready-to-copy content makes CRM updates quicker. Together, these changes create a faster, more reliable handover with less manual work and fewer missed details.
Outcome
- Less manual work after every kick-off meeting
- Fewer missed details in the handover
- Faster, more reliable onboarding for each new client
Have a handover that eats your week?
Bring it to us. We'll map it and show what could change.