There was no process at all. Now one system runs every client, from first access to post-launch performance.
A full onboarding system built from nothing. Clients move through access, strategy, creative, and build on their own, backed by an AI help desk, a full messaging system, and an account dashboard once they launch.
Results
- •Replaced a shared Google Drive folder and WhatsApp threads with one structured system
- •Strategy and creative approvals went from a long back and forth conversation to one click
- •An AI help desk answers onboarding questions and hands off to a person the moment it should, with its own performance dashboard for the team
- •A full messaging and announcements system, so no client conversation lives outside the portal
- •A review queue, a revision queue, and an activity queue give the team one view across every client
- •Every client has an assigned ads owner and tech owner, with Slack notifications routing questions and updates automatically
- •A post-launch portal shows clients how their account is performing after they launch, not just how their onboarding went
The Problem
Before this, there was no onboarding process at all. Clients submitted files through a single shared Google Drive folder, and every access request, like Meta Business or a calendar connection, went back and forth over WhatsApp. There was no structure and no way to see who was stuck, or where. Approving a strategy meant a long, dragged out conversation before anyone could move forward. The setup worked, barely, for one client. It could not hold up past that.
What I Built
A full client operations platform, built from scratch. Clients move through a four-phase onboarding rail, access, strategy, creative, build, with guided uploads and file visibility at every step. Approving a strategy or a piece of creative is one click instead of a conversation. An AI help desk, Hana, sits inside a full client messaging system and answers onboarding questions directly, day or night, and hands off to a person the moment a question touches pricing, results, or contracts. Once a client goes live, the same portal becomes their account dashboard, showing results, ad performance, and account health. On the agency side, the team runs everything from one console: a review queue and a revision queue for deliverables, an activity queue showing what needs attention across every client, client messaging and broadcast announcements, and a dashboard tracking Hana's own performance, how many questions she answered, how many she handed to a person, and how long that handoff took. Every client has an assigned ads owner and tech owner, and Slack notifies the right person automatically when a client onboards, finishes a step, or asks a question in their lane.
Have a system that's held together with duct tape?