The agency was scaling from 9 to 24 people. Data spread across 5 tools, decisions made on WhatsApp, finances tracked in Excel. This was my first project as COO in the field - I built it from scratch and learned how to do it faster.
When I started, the agency had 9 people and operated on the "we'll figure it out" principle. Every project lived in a different tool - or in someone's head. The PM had to ask 3-5 people just to get the status of one job.
Leads came through a form and landed in an inbox. Someone manually forwarded them. Or didn't. Clients waited 48 hours for a response.
Finances were in a spreadsheet updated once a month - with a month's delay. The CEO didn't know how much the company made last week.
The company was scaling headcount. The problem was that new people had nowhere to land - onboarding was verbal, knowledge lived with specific individuals.
The approach was simple: process first, then tools. Before building anything - I mapped how things worked and how they should work. Only then did I start building.
Lead pipeline with automatic routing to the right sub-brands (PXCA, WeDoPlaces, Method Group). A lead from the website goes into the CRM automatically - no manual copying. Response time from 48h to 4h.
Every project has its history, status, materials and responsible people in one place. The PM sees what's happening without asking anyone. 24/7 visibility.
Dashboard generating project status summaries. The PM gets context on every job without digging through threads.
The CEO sees revenue and costs in real time. Not with a month's delay from a spreadsheet - live, per project and per sub-brand.
All operational knowledge in one place with a bot that answers questions. New people don't ask - they search and find.
A new person joins and goes through structured onboarding. Instead of "ask X" - "check the knowledge base". Onboarding in days instead of weeks.
Mapping how the company actually works: where the gaps are, what gets lost, what blocks people. Without this - you don't build a system, you build a tool.
The first thing the CEO felt: leads stopped disappearing. Response time dropped from 48h to 4h.
The PM stopped chasing status updates. The CEO saw a real-time financial picture of the company for the first time.
First new hires onboarded through the system instead of through "ask Wiktor". Company knowledge stopped living in specific people's heads.
System runs. The company has 24 people, one operating system and a CEO who sees what's happening without being in the middle of everything.
Write a few sentences about what's happening in your company. I'll reply personally.
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