Agile Project Management & SOPs System for a SaaS Company
S5 Tech
A marketing technology (MarTech) solution provider that helps businesses maximize their customer relationships and market presence through modern technology. Their solutions are organized around four main pillars: acquisition, conversion, retention and reactivation.
The problem
Significant challenges managing customer information and internal processes due to a fragmented and disorganized Notion workspace.
- A fragmented Notion workspace with 15+ separate databases created significant challenges in managing customer information.
- Without a centralized database system, customer data silos prevented comprehensive reporting and journey tracking.
- Decentralized support ticket management led to a 25% increase in response times and growing unresolved issues.
- Poor document organization and inconsistent layouts reduced team efficiency and complicated onboarding.
This chaotic information architecture impeded operational scaling and customer satisfaction, requiring a more structured Notion workspace.
The Solution
The fragmented Notion workspace was transformed into a structured and efficient system of master databases.
All the fractional databases across 8 different areas were centralized into the following master databases:
- Tasks
- Epics
- Sprints
- Projects
- Documents
- Time Log (Daily Report)
Documents
served as a unified repository for reference materials, team notes, meeting notes, company policies, etc. eliminating redundant databases and silos.
Structure of the General Teamspace & Exemplary Pages
The company overview pages
were redesigned with an improved layout to make them more engaging for new team members.
Before
After
Client-facing ticket management system
was created for each client to reduce email communication. Team members could efficiently convert client tickets into tasks using an implemented database button when needed.
Conclusion
Response times for support tickets decreased by 30% as workflows became more streamlined.
Additionally, onboarding processes improved due to the consistent and organized documentation, reducing team member confusion and increasing efficiency.
See Other Case Studies
