Case study · Customer operations
From sold packages to clear delivery checklists
The purchased package became a defined delivery job with checklists, review and revision steps. Staff started onboarding and people checked the finished work.
- Google Forms
- Google Sheets
- Google Drive
- Trello
- Zapier
- Slack
The problem
The customer was signed. The delivery job still had to be built.
A customer agreement had to become onboarding information, working folders, fulfillment records, and a job for the delivery team.
The purchased tier affected preparation and delivery. The team needed the relevant instructions attached to the customer job.
People built and reviewed the materials. QA, revisions, missing information, and customer communication needed defined procedures.
The change
Staff intake prepared a job the delivery team could follow.
Work to coordinate
- Translate the agreement into a delivery job
- Prepare records and working materials
- Explain the work to the delivery team
- Review materials and communicate completion
Implemented approach
- Staff intake starts tier-based preparation
- Sheets, folders, and templates support the job
- Trello checklists carry repeatable instructions
- Human QA and completion updates connect the stages
Staff intake and job preparation
After signature and purchase, a staff member submitted the onboarding details through Google Forms. That submission started preparation of customer records, working folders and templates. The purchased tier determined the Trello card, labels and checklists.
Team production, review, and completion
The checklists gave the delivery team instructions for production, review, revisions and delivery. People checked the materials and requested corrections before sending them. Fulfillment progress fed delivery records and customer communication.
The results
The team had a delivery job it could follow and review.
Work matched to the purchased package
Agreement tiers determined the customer records, working materials and checklists prepared for the job. The team had preparation, production and revision steps where it worked.
Human review before delivery
QA and revision procedures gave the team a way to check completed materials and request corrections before sending them.
Completion connected to customer updates
Delivery progress fed record updates and customer communication. The engagement also included assigning work, handling exceptions and managing fulfillment as the team and systems changed.
Scope and responsibilities
The engagement included building and maintaining the workflows, documenting the work and defining QA and exception procedures.
Missing information and work needing correction return to people following the operating procedures.
Your next step
What could your team do with less administrative work?
Review how a signed customer becomes delivery work for your team, including the preparation, review, and completion handoffs.
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