Streamlining workflow across multiple clients


Ecommerce Business

Problem Uncovered

Through our People & Process program, we discovered that Client Service weren’t given access to their “delivery team” making it difficult to drive the project success end2end. The Client Service Managers also had multiple client projects to manage and the workload and ways of working felt very intense and stressful.

How We Helped

We showed the business a “POD” model to run a project end2end that not only freed up the Client Service Manager’s time but also allowed them to work directly with those who were responsible for producing the goods.


  • Pod model


  • By having direct access to the team, the “work delivery” time decreased because there was no longer a “middle-man”.
  • The pod drives team accountability so the Client Success Manager no longer felt alone in the project delivery cycle.
Streamlining workflow for client service