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Playbooks

How engagements actually run

NDAs keep names off this page; nothing keeps the machinery off it. Each playbook shows a real engagement pattern — the situation, the structure we deploy, and the metric we agree to be judged on.

Overview

Reading these playbooks

A playbook is an engagement pattern that has survived repetition: the client situation it fits, the team structure and process we deploy, and — the part most vendors omit — the single metric we accept accountability for in writing.

Named case studies with numbers exist and are shared in pilot conversations under NDA, with reference calls to match. What follows is the part you can evaluate before we ever speak.

At a glance

Format
Situation → structure → accountable metric
Desks covered
Support, sales, data, agency
Named references
Shared privately during pilot talks
Common thread
Every engagement began as a capped pilot
Oldest live client
Since 2015
Start yours
48-hour pilot quote
Support

The D2C store drowning in WISMO

Situation. A US Shopify brand at ~2,500 tickets/month: founder answering emails at midnight, 40-hour first-response times, review score sliding.

Structure. Two dedicated agents in Gorgias with exchange-first return scripts and marketplace SLA tracking; 24/7 chat added in month two; Q4 peak pod planned in September.

Accountable metric. First-response under 4 hours (email) / 30 seconds (chat) and CSAT ≥ 4.6 — on a weekly scorecard the founder reads in two minutes.

Sales

The SaaS founder who was also the SDR

Situation. A $4k-ACV B2B tool at founder-led sales capacity: demos happened only in weeks the founder stopped building.

Structure. Starter pod (2 SDRs + data support): ICP workshop, 2,000-contact verified list, phone-led sequences with email/LinkedIn assists, meetings booked straight to the founder’s calendar.

Accountable metric. Held, qualified demos per month with a per-meeting cost cap — scale decision made on month-two arithmetic, in writing.

Data

The CRM nobody trusted

Situation. An agency’s 90k-contact HubSpot: three years of imports, duplicate rate unknown, campaign bounces embarrassing the client relationships.

Structure. Free 500-row sample → merge rules approved → sandbox clean of the full instance → diff sign-off → production apply; monthly hygiene retainer thereafter.

Accountable metric. Duplicate rate to <1%, bounce rate halved, and a before/after report the agency resold to its own client as proof of work.

Agency

The boutique that stopped declining retainers

Situation. A 6-person SEO shop turning away content-heavy retainers: founders writing at weekends, quality inconsistent across freelancers.

Structure. White-label content bench: tone-card onboarding, briefs approved by the agency, 24 articles/month in their template with AI-detection screening; PPC bench added quarter two.

Accountable metric. Zero-revision rate by month three and bench cost ≤ 40% of the retainer line it serviced — the margin math that funds their next hire.

Voice

COD confirmations that rescued margins

Situation. An India-Gulf COD retailer with 32% RTO: every failed delivery burning forward and return shipping.

Structure. Order-confirmation calling line inside the order-management flow: same-day verification, address correction, soft prepaid conversion offer.

Accountable metric. RTO percentage, weekly, against the pre-engagement baseline — the single number that decides the desk’s existence.

Bot + human

Deflection without the rage

Situation. A subscription app whose "AI support" pilot (elsewhere) had answered billing questions with fiction.

Structure. RAG assistant rebuilt on actual docs with citation-only answering; escalation with transcript context to our chat desk behind it; monthly retraining cadence.

Accountable metric. Containment rate and CSAT-after-bot, reported together — because deflection that craters satisfaction is just abandonment with a dashboard.

Playbook questions

Because our NDAs are real and our clients’ competitors read websites. The playbooks show the machinery — situation, structure, metrics we accepted accountability for. Named references with numbers are shared privately once we know you are a genuine prospect.

Yes — reference calls are arranged during pilot discussions, matched to your industry where possible. We ask references sparingly (they have businesses to run), so we spend them on serious conversations.

Every one started as a capped pilot with written metrics, and every one that scaled did so because the scorecard argued for it. The pattern is the product.

The desks are sticky when run honestly: support and data clients typically renew for years; sales pods live and die by quarterly pipeline math, as they should. Our oldest active relationship dates to 2015.

It happens: an ICP whose connect rates never penciled, a bot scoped into work it could not hold. Failed pilots end at week three with a written post-mortem and no further invoices — the system working as designed.

If it fits a desk’s machinery, yes; if it needs a new machine, we say so. The fastest way to find out is two paragraphs to the contact form.

Support: CSAT and response times stabilise within the pilot. Data: accuracy proves in week one. Appointments: honest read at week six. PPC: waste out in 30 days, structural gains by 90. Content: rankings compound over months and depend on your site’s authority — anyone promising faster is selling weather.

A named delivery manager per account, working team leads per desk, and the founder within same-day reach of escalations. You meet all of them during the pilot, not after signature.

Yours, mostly — helpdesks, CRMs, dialers and ad accounts stay under your ownership. Where we bring tooling (dialers, QA dashboards, enrichment stack), it is disclosed and priced in, never a lock-in lever.

The same door every playbook opens with: describe the work at the contact page, get a pilot plan and fixed quote in 48 hours, run two weeks on evidence.

Next step

Your situation probably matches one of these.

Describe it in two paragraphs; the pilot plan that comes back will name the playbook and the metric.

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