Case Study

Two full-time roles freed up. Six years ago. Still running

An online training company running on spreadsheets and manual scheduling. We rebuilt the operation end to end, and the administrative work that consumed two full-time roles largely stopped existing.

Client: Online Training & Coaching
Duration: Ongoing since 2020
Services: Systems, Automation, Web, Payments, SEO, PPC
Engagement: Build & Retained

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2 FTEs
Redeployed from admin to client experience
+10%
Increase in revenue
13x
Return on paid search
6 yrs
And still running

The problem

The coaching itself worked. Everything around it was manual. Scheduling, coach matching, client records, quality review, and payments all depended on someone doing them by hand, which capped how much the business could sell and how fast it could grow.

Scheduling by spreadsheet

Every session meant finding an available coach, matching them to the client, setting up the meeting, and confirming it manually.

No guardrails on capacity

Nothing stopped a client booking more sessions than their program included, or a coach being scheduled past capacity. Both got caught after the fact, if at all.

No way to review quality

Calls weren't recorded or stored anywhere managers could reach, so coaching quality couldn't be reviewed or improved.

Training and payments disconnected

Progress in one place, payments in another, access granted by hand. Nobody could see where a client stood.

No marketing

No search presence, no paid acquisition. Growth was limited by the same administrative capacity already fully consumed.

We rebuilt the operation, then the marketing on top of it

01
Intelligent scheduling
Matches each client to the right coach automatically, creates the meeting, sends reminders, and stores the recording. What took a person twenty minutes takes the client thirty seconds.
02
Capacity guardrails
Custom automation preventing overbooking on both sides. The rules live in the system instead of in someone's head.
03
Quality review infrastructure
Branded email domain and shared storage, so every recording lands somewhere managers can review it. Coaching quality became measurable.
04
Training and payment platform
Rebuilt so clients see their progress and access what they paid for without anyone granting it manually.
05
Website rebuilt for conversion
Built to convert, with order upsells placed at the points where clients were already deciding.
06
Acquisition
SEO and paid search, pointed at a funnel that could finally handle the volume.

2020 → Today

Six years later, we're still adding to it

The rebuild shipped in 2020. The systems have run since, and the engagement has kept growing rather than winding down.

Their training program used to be frozen the day it was recorded

Updating a single module meant booking studio time, coordinating schedules, and pulling the lead coach away from clients. So it rarely happened. The program aged while the business moved on.

We rebuilt the program so it can be edited instead of re-recorded. Production costs dropped by thousands, and content that used to take weeks to change now takes an afternoon. The program stays current with the business rather than lagging a year behind it.

The results

Less admin, more revenue, and a program that can change.

BEFORE

AFTER

Scheduling

Manual, by spreadsheet

Automatic, with coach matching

Coach capacity

Unenforced

Guardrails in the system

Call quality review

Not possible

Recorded and reviewable

Program access

Granted by hand

Synced with payment

Upsells

Not offered

Built into the funnel

Program updates

Studio session

An edit

2 FTEs

Nobody was let go

The administrative work stopped needing to be done. Those two people moved onto work that improved the client experience directly. The business got the equivalent of two additional hires without hiring.

+10%

Increase in revenue

Revenue increased after the process was automated and the funnel could carry an offer.

13x

Return on paid search

Acquisition came last, pointed at a funnel that could handle the volume. Marketing on top of a broken operation would have made the problem worse. Organic search has returned well above that.

Built once, in 2020. It has returned every month since

Map first · Fix second

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