Case studies

Before, system, after.

Written the way the work actually happened. Where numbers are not shareable, they are left out rather than rounded into something more flattering.

Wellness practice · multi-practitioner · North Florida

Booking, intake, and client history stopped living in four places.

Industry: Wellness services
Delivered: Diagnosis, connected intake + client system
Metrics: Not disclosed by client

The situation

Scheduling ran in one tool, intake forms in another, client history in paper files, and payments somewhere else entirely. None of them knew about each other, so the owner was the integration layer, re-entering the same client into three places and answering questions the front desk could not answer alone.

Practitioners could not see what a client had already told someone else. Every rescheduled appointment created work in four systems, and the owner was the only person who knew the whole picture.

What we did

Mapped the real client journey from first enquiry to repeat visit, including the undocumented steps, because the process had to be decided before it could be built.
Consolidated client records into one source of truth so a person exists once, with their history attached.
Connected intake directly to the client record, so a form submission starts a process instead of creating a re-typing job.
Gave practitioners and the front desk role-appropriate views, so they can see what they need without going through the owner.
Documented the workflow inside the system so training a new team member no longer means shadowing the owner.

The result

Before

Four disconnected tools plus paper files
Client information entered three times
Owner answered every internal question
No single view of a client's history

The system

One client record, one connected intake path
Role-based access for front desk and practitioners
Workflow steps documented in the software
Scheduling tied to the client record

After

Double entry eliminated on the intake path
Front desk resolves questions without the owner
History visible to whoever is treating the client
Onboarding a new team member follows the system

Specific performance numbers are not published at the client's request. "Not disclosed" is more honest than a rounded guess.

Catering company · events + private clients

Four calendars, one planner book, and a group text became one operational app.

Industry: Catering and events
Delivered: Diagnosis, single operational app
Adoption: Called a dependency by day 10

The situation

Calendars lived in four different places, so discovery calls were being double booked and event dates were confirmed from whichever calendar someone happened to open. A paper planner book held the version of the schedule that was actually trusted, which meant the schedule only existed where the owner was standing.

Team coordination ran through group texts, so instructions, menu changes and staffing swaps scrolled away. Inquiries arrived in email and stayed there until someone remembered them.

What we did

Consolidated every calendar into one schedule with availability rules, so a discovery call cannot be booked over an event.
Built a daily schedule view that answers the only question that matters each morning: who is doing what, where, and when.
Moved inquiries into a tracked pipeline that turns into a booking without anything being retyped.
Put contacts, communications and event notes on the record they belong to, replacing the group text as the source of truth.
Kept it usable on a phone, because the work happens in kitchens and venues, not at a desk.

The result

Before

Calendars in four separate places
Discovery calls double booked
Paper planner book held the real schedule
Team coordinated by group text

The system

One calendar with availability rules
Daily schedule view for the whole operation
Inquiries and bookings in one tracked path
Contacts and communications on the record

After

The planner book was thrown away
Operations visible in one place
Double bookings stopped at the source
Called a full dependency by day 10 of use

“By day 10 this was 100% a dependency.”

Franchisor · $1.5M per year · preparing to sell franchises

Seventeen spreadsheets, two CRMs, memory and prayers became one turnkey system.

Industry: Franchising, multi-location services
Delivered: Operational app tied to a proprietary CRM
Driver: Franchise sales blocked on documented operations

The situation

The owner said it plainly: “I can't sell another franchise until this becomes SOPs and turnkey.” The operation ran on seventeen Google spreadsheets, two separate CRMs, and a large amount of institutional memory. It worked, at $1.5M a year, because the founder was inside every part of it.

None of that is sellable. A franchisee cannot buy a process that only exists in someone's head, and a franchisor cannot support locations that each invent their own version of the work.

What we did

Mapped the seventeen spreadsheets down to the handful of processes they were actually tracking, then decided the process before building it.
Consolidated two CRMs into one proprietary CRM so a customer, a lead and a location exist once.
Built the operational app on top of it, with the standard workflow encoded in the software rather than in a binder nobody opens.
Made the operation teachable: a new location follows the system, which is what turns operations into SOPs.
Gave the franchisor cross-location visibility with numbers that are comparable, because every location enters them the same way.

The result

Before

17 Google spreadsheets tracking the operation
Two CRMs holding conflicting records
Process living in memory
Franchise sales on hold

The system

One operational app for daily work
One proprietary CRM underneath it
Standard workflow encoded in software
Cross-location reporting built in

After

Operations documented as repeatable SOPs
A turnkey model a franchisee can be handed
One source of truth instead of two CRMs
Growth no longer depends on the founder's memory

“I can't sell another franchise until this becomes SOPs and turnkey.”

More studies

Additional builds are being written up.

Case studies are published only with written client approval covering the name, the quote, and any numbers. Ones still awaiting approval are not posted, anonymized or otherwise.

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