Rositsa Kostadinova
the problem
the agency owner managed all aspects of her business herself, relying heavily on her own memory to track tasks, deadlines, and client information. this approach made it challenging to maintain consistency, anticipate upcoming tasks, and delegate responsibilities as the business grew.
the lack of a centralized, structured system for organizing the customer journey and managing workflows led to inefficiencies, missed follow-ups, and a dependence on the owner's memory for operational continuity.
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the process
we began with a series of in-depth conversations where I gathered insights into her daily operations, challenges, and vision for the agency’s growth. through these discussions, I mapped out the essential steps involved in each service she offers, capturing details of the entire customer journey from initial contact to project completion.
I initially compiled these insights as a set of rough notes, then transformed them into a structured, step-by-step workflow. this workflow outlined each stage of her service delivery, identifying key tasks, hand-off points, and opportunities for automation.​
the needs
a comprehensive, easily accessible structure to capture and organize all processes, reminders, and client interactions, ensuring a smoother and more scalable operation.
the solution
with the workflow mapped out, the next phase involved selecting the right tool to house this new structure.
after evaluating different options, I recommended Notion for its flexibility and ability to consolidate tasks, files, and project tracking in one place - perfectly suited to her agency’s needs.
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within Notion, I structured the platform to address key needs:
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- File Organization: I created a clear file management system, allowing her to store, categorize, and quickly access client documents and other essential resources.
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- Project and Team Tracking: To streamline client management, I set up a tracking system that displays each project’s status, assigned team members, key dates, and project milestones
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beyond organizing tasks and files, she needed a reliable system to set up reminders for recurring meetings, content reviews, and other key milestones.
to meet this need, I implemented an integration between Notion and Google Calendar using Zapier. This automation ensures that every time she adds a new entry in her Notion database, corresponding meetings are automatically created in Google Calendar based on predefined dates
the outcome
while we’re still gathering measurable results, the initial feedback has been very positive—she’s already using the system actively and has expressed great satisfaction with the structured workflow and automation tools. this project was a valuable learning experience for me, deepening my understanding of process design, tool integration, and automation. I look forward to seeing the long-term impact of this structured, scalable system on her agency’s efficiency and growth.