Agency work can be summarised down to three core areas – People, Process and Production.

People
The most important people in an agency are your staff and the clients you serve. Personal relationships are key, regardless of client or agency size. Clear internal communication expectations are essential – especially for distributed remote teams – to keep everyone aligned on project status and progress. Project management tools only work if everyone uses them consistently. Managing client communication is a delicate science. The nuances of what to share, when and how become crucial to how you operate as an agency and build trust, rapport and relationships.

Process
Every agency can standardise some aspects of its services through internal processes. This doesn’t mean becoming a factory that churns out identical work for each client. Rather, it allows you to streamline operations and boost productivity. Michelin-starred restaurants run like well-oiled machines thanks to clear, repeatable processes and orders of operations – agencies can do the same.

Production
Great people skills and polished processes matter, but what you produce is what counts. Meaningful results delivered with skill and professionalism. How can you stand out from others in your field, especially when everyone uses the same third-party tools and platforms? For this agency, the answer was becoming a trusted partner – providing clients with genuine insights about their data. They identified gaps, black holes, faulty installations and broken code, then offered calm, expert guidance to solve these problems.

How we helped?
We provided short-term senior project management support to a digital agency as it scaled its operations, services and client base. Implemented weekly standing calls, work-in-progress worksheets and internal processes to streamline activities and provide accountability and visibility across the growing team. Developed wiki-style documentation, clear client communication guidelines and internal agency management policies.