Systems & Journey Fix · Scoped project
Rebuild the one workflow that's costing you the most.
Onboarding. Support escalation. Intake. Handoffs. Customer communication. We redesign the flow, write the SOPs, clean up ownership, and leave you with implementation-ready documentation.
What it is
A scoped project to rebuild one high-friction part of the business. We map how the workflow runs today, redesign it for the way the business actually operates, and produce documentation your team can follow without you in the room.
Choose this if
- You already know which flow is bleeding the most.
- You want redesigned workflow + SOPs your team can actually follow.
- You're ready to assign clear ownership inside the team.
Not a fit if
- You haven't yet diagnosed where the worst friction is, start with the Friction Audit.
- You want every workflow rebuilt at once.
- No one on the team will own the redesigned workflow after handoff.
Common broken flows we fix
- Onboarding that depends on the founder
- Support workflows generating repeat tickets
- Sales → onboarding → support handoffs
- Customer communication after the sale
- Intake, qualification, and scheduling
- Internal ownership and escalation paths
- Billing and renewal handoffs
- Cross-team status visibility
Deliverables
- Redesigned workflow, live in your existing tools
- Clear SOPs for the people who run it
- Cleaner handoffs and ownership
- Tool/process recommendations
- 30-day stabilization period after handoff
- Optional follow-on build engagement for new tools or custom integrations
Process
- Diagnose the current workflow as it actually runs, not as the org chart says.
- Prioritize the friction points with the highest cost and lowest effort to remove.
- Redesign the workflow, ownership, and SOPs so the system supports the work.
- Configure your existing tools to match the redesigned workflow.
- Stabilize for 30 days: confirm the fix holds under real operating load.
Implementation options
Configuring your existing tools (CRM, PM, helpdesk, automations inside the stack you already use) is part of the engagement. New tool introductions or extensive custom builds (integrations beyond the current stack, custom dashboards, internal tools) are scoped as a separate follow-on build.
FAQ
Frequently asked questions
Short, direct answers. If yours isn't here, ask Ray.
A scoped project to rebuild one high-friction part of the business (onboarding, support escalation, intake, handoffs, customer communication, or internal ownership) with documented SOPs and a workflow that matches how work actually happens.
Onboarding that requires too much hand-holding, support workflows that generate repeat tickets, handoffs between sales/onboarding/support/billing, intake or scheduling chaos, and ownership gaps where everything escalates to the founder.
Both. Configuring your existing tools (CRM, PM, helpdesk, automations inside the stack you already use) to match the redesigned workflow is part of the engagement. New tool introductions or extensive custom builds (integrations beyond the existing stack, custom dashboards, internal tools) are scoped separately.
Yes. The default approach is to make your existing tools work better before recommending replacements. New tools are recommended only when there's a clear cost-of-friction case.
Most Systems & Journey Fix projects run 30–60 days from kickoff to a stabilized, documented workflow, scoped at proposal.
Next step
Ready to stop being the system of record?
Start with a focused Friction Audit. You'll get a clear map of where the business is leaking time, ownership, and customer experience, and a prioritized plan for the next 30 days.