Operations and processes that run without anyone chasing them
As a company grows, the line between product and operations disappears. Onboarding is a product flow and a team process at the same time, and the support queue is where you learn what is broken.
When those processes run on goodwill and memory, customers wait and your best people spend their days chasing. Our operations consulting maps where the work waits, then fixes the biggest delays first.
- Signs upCustomer
- Account set upAutomated
- Checks runAutomated
- Welcome callYour team
- First useCustomer
Signs it is time
- Customers wait too long to get started or to get help
- Support escalations land on engineers
- Payments or payouts need someone to push them through by hand
- Nobody trusts a release until it has been out for a day
- A vendor decision is too important to get wrong
What we fix
- Customer onboarding
- From signup to the first time a customer gets value: fewer steps, automated set-up, and a clear owner for every hand-off.
- Support and escalation
- A help centre, a service desk and SLAs the team can keep, with escalations that reach the right person instead of the nearest engineer.
- Payments and payouts
- Payment and payout flows that no longer need someone to push them through by hand.
- Releases
- A release process the team trusts, so shipping becomes routine.
- Tools and vendors
- Vendor and tool selection, from the shortlist to the integration, for the decisions that are expensive to undo.
- Pricing and packaging
- A review of how you price and package what you sell, when that is part of the problem.
How an operations consulting project runs
We start by mapping how the work flows today, step by step, with the people who do it, and mark every place a customer or a colleague waits.
Then we fix the biggest delays first. Sometimes that is an automation. As often it is a process change, a better tool, or one person who owns a hand-off that nobody owned before.
Everything is written down as we go, and the people who will run each process take it over at the end.
What you get
- A map of how each process runs today, with where customers and staff wait
- Fixes in order of impact: process changes, automation, tools and clear owners
- Customer onboarding, support escalation and SLAs the team can run
- Vendor and tool selection, from shortlist to integration
- Written processes and a handover to the people who run them
A project of a few weeks, at a fixed price agreed in the proposal before we start.
Results we can point to
| What | Where and when | Who |
|---|---|---|
| B2B client onboarding brought down to 11 days on average by automating tenant creation and cutting the steps clients did not value. | FunderPro, 2024 to 2025 | Tim |
| A B2B help centre, service desk and SLAs, which took load off the company's own support team. | FunderPro, 2024 to 2025 | Tim |
| Trader onboarding run end to end, from signup through verification to payout, with the funded-trader payout funnel automated through a payout processor. | FunderPro, 2024 to 2026 | Tim |
| Releases moved from every two weeks to daily. | Red Acre, 2023 | Tim |
| Tech support response time cut from more than 3 months to under 24 hours, with CI/CD running 30 automated releases a day. | Red Acre, 2021 to 2023 | Chris |
| Automated B2B onboarding that took white-label product delivery from 3 months to 2 days per client, and corporate IT costs cut by 60% through automation. | Red Acre Group, since 2023 | Chris |
| Successful audits for UKGC and MGA gaming licences, and 24/7 support set up across development offices. | Run It Once, 2017 to 2021 | Chris |
Questions we get asked
Is this the same as AI automation?
They overlap. Automation is one of the fixes we use, alongside a process change, a better tool or a clear owner. If the slowest step is a decision nobody owns, software will not fix it, and we will tell you so.
Do you set the processes up and leave?
We set them up, run them with your team until they hold, and hand them over with everything written down. The project ends when your team runs them without us.
Can you help us choose a vendor?
Yes, from the shortlist through to the integration. Tim chose and integrated two third-party trading platforms at FunderPro.
What does it cost?
A project has a fixed price, set in the proposal after the intro call and agreed before anything starts.
Book a call
Thirty minutes, free. Tell us what is going on and we will say whether we can help. If we can, you get a written proposal within three working days.
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