The Situation

The client is scaling quickly, but the internal systems have not caught up. Customer onboarding is inconsistent. Vendors are communicating directly with each other instead of going through the team. Ad campaigns are running, but leads are not converting, and nobody can clearly identify why. Clients are paying large deposits, then going quiet for weeks because they are unsure what happens next.

The Work

Amalie is mapping what is actually happening inside the business versus what is supposed to happen. On the customer side, there is no formal onboarding sequence after a deposit is received. She is designing a complete onboarding system that includes a kickoff call, a structured three-week timeline, brand coaching, customization decisions, website delivery steps, and email templates for every stage of the client journey.

On the vendor side, she is helping establish communication boundaries, documenting the fabrication process from start to finish, and researching alternative suppliers to reduce dependency on one contractor. On the marketing side, she is identifying the root cause of poor ad performance and coordinating the fix across the ad manager, web developer, and internal team.

She is also building out internal infrastructure, including SOPs for customer communication, a vendor agreement framework, Pipedrive workflows for tracking customer status, and clear role definitions.

The Result

The client is moving from reactive communication and tribal knowledge to a more organized operating system. The business now has documented processes, clearer customer touchpoints, better vendor communication, and a marketing system that can actually be measured and improved.