A growing Canadian marketing agency had outgrown informal operations. We designed and implemented a complete agency operating system from the ground up.
The Situation
The agency was growing and winning clients, but operations had not kept pace with that growth. Client onboarding, project delivery, contractor management, and internal documentation all existed informally, held together by individual knowledge rather than defined processes.
The team had already tried to solve this themselves. They attempted to design the system internally, but without a clear operational structure to build from, it became overly complicated. The workspace was difficult to navigate, the workflows were hard to follow, and the team stopped using ClickUp altogether. The tool meant to bring order had become something people worked around.
Leadership needed someone to come in, strip it back, and build something the team would actually use.
The Brief
Design and implement a centralised operating system that would standardise how the agency sells, onboards, delivers, and manages its team. And do it in a way simple enough that the team would adopt it and stick with it.
The Work
The first step was mapping how work actually moved through the business, from lead acquisition through client onboarding, active delivery, and contractor involvement. That assessment revealed where the gaps were and what needed to be built.
From there, a connected agency operating system was designed and implemented inside ClickUp, bringing the core functions of the business into a single structured workspace. Simplicity was a design principle throughout. Every workflow and structure was built with adoption in mind, not just functionality.
The implementation covered the full client journey: a CRM to manage leads and relationships, a structured onboarding process to ensure every project starts consistently, a delivery framework that standardises how services move from kickoff through completion, and service delivery templates that eliminate manual setup for recurring work.
Role-based accountability structures were built to define clear ownership at every stage. Service level expectations were established to set standards for execution and handoffs. A centralised documentation hub was created to house operational processes and SOPs. And a contractor onboarding and management process was implemented to support team growth.
The build closed with team training and hands-on adoption support to get every team member confident in the new system.
Key Deliverables
The Outcome
Work that previously lived in people's heads is now documented, standardised, and repeatable. The agency operates with a consistent system across the full client journey, from the first sales conversation through final delivery.
Team members know exactly what they own, where work stands, and what is expected at each stage. New projects launch through standardised workflows rather than being rebuilt from scratch each time.
Leadership now has visibility into onboarding activity, delivery progress, and operational performance without having to chase it down. And as the agency continues to grow, the operational foundation is already in place to support it.
"Before we started working with Favour, Extracted Marketing had a plan for operations. Since working with Favour over the past few months, we have more than a plan. We have an ops playbook that works. Her work in systems thinking, process improvement, and process discipline has helped us bring sanity to the chaos of agency work."
Nick
Founder, Extracted Marketing
Book a Clarity Call and let's map what your agency needs.
Book a Clarity Call