A Pattern for Client Services
This Solution Pattern is designed for businesses that manage multiple clients and projects simultaneously, such as creative agencies, marketing firms, and business consultancies.Unlike a construction project which is often linear, agency work involves juggling numerous deliverables, tracking billable time, and managing complex client feedback loops. This pattern provides a robust starting point for building a system to manage that complexity.
1. Function & Scope
- Function Name:
Agency Operations Hub
- Scope: To provide a single source of truth for all client work, from the initial sales pitch to tracking project profitability and managing ongoing retainers.
2. Universal Objects & Data Fields
Client: The central record for a customer company.
- Fields:
Client Name, Industry, Primary Contact.
Project: A specific engagement for a client (e.g., “Q4 Marketing Retainer”).
- Fields:
Project Name, Client (Object Connection), Project Type (Select List: Retainer, Fixed-Price), Total Budget (Currency), Hourly Rate (Currency).
Deliverable: A specific task or piece of work within a Project (e.g., “Homepage Mockup V2”).
- Fields:
Deliverable Name, Assigned To (User), Due Date (Date), Status.
Timesheet Entry: A record of billable time spent on a project.
- Fields:
Hours (Number), Work Date (Date), Activity Description (Text).
3. Object Connections
Project is linked to one Client.Deliverable is linked to one Project.Timesheet Entry is linked to one Project.
4. Workflows & Statuses
Project Workflow:
PITCH → PROPOSAL → ACTIVE → COMPLETED → ON HOLD
Deliverable Workflow (Creative Cycle):
BACKLOG → IN PROGRESS → INTERNAL REVIEW → CLIENT REVIEW → APPROVED
5. Workviews
- “Active Projects Dashboard”: A list or card view of all projects with the
ACTIVE status.
- “Deliverable Kanban”: A Kanban board showing all
Deliverables grouped by their status, providing a clear view of the creative production pipeline.
- “Team Workload View”: A list view of
Deliverables grouped by the Assigned To user, to help with resource planning.
# Tutorial: Building the Agency Operations Hub
## Section 1: Create the Function & Core Objects
1. **Create the Function**: Create a new `Function` and name it "Agency Operations Hub".
2. **Create the `Client` Object**: Inside the new Function, create an `🧊 Object` named "Client" with fields for `Client Name`, `Industry`, etc.
3. **Create the `Project` Object**: Create an `🧊 Object` named "Project". Add fields like `Project Type` (use a Select List with "Retainer" and "Fixed-Price" options), `Total Budget`, and `Hourly Rate`.
4. **Create the `Deliverable` Object**: Create an `🧊 Object` named "Deliverable" with `Assigned To` (User) and `Due Date` (Date) fields.
5. **Create the `Timesheet Entry` Object**: Create an `🧊 Object` named "Timesheet Entry" with `Hours` (Number) and `Activity Description` (Text) fields.
## Section 2: Connecting the Objects
6. **Link `Project` to `Client`**:
- Open the `Project` object's configuration.
- Add an "Object Connection" field named "Client".
- Configure it to connect to the `Client` object.
7. **Link `Deliverable` & `Timesheet` to `Project`**: Repeat the process for the `Deliverable` and `Timesheet Entry` objects, adding an "Object Connection" field in each that links back to the `Project` object.
## Section 3: Designing the Workflows
8. **Build the `Project` Workflow**: In the `Project` object's "Workflow" tab, create the statuses: `PITCH`, `PROPOSAL`, `ACTIVE`, `COMPLETED`, `ON HOLD`.
9. **Build the `Deliverable` Workflow**: This workflow is key for the creative process. In the `Deliverable` object's "Workflow" tab, create the statuses: `BACKLOG`, `IN PROGRESS`, `INTERNAL REVIEW`, `CLIENT REVIEW`, `APPROVED`.
## Section 4: Building Key Workviews
10. **Navigate to Workviews**: In the main Function sidebar, click on "Workviews".
11. **Create the "Deliverable Kanban"**:
- Click "Add Workview" and select "Kanban".
- Name it "Deliverable Pipeline".
- Configure it to use the `Deliverable` object, grouped by the "Status" field. This gives you a view of your entire production floor.
12. **Create the "Team Workload" View**:
- Click "Add Workview" and select "List".
- Name it "Team Workload".
- Configure it to use the `Deliverable` object.
- Use the "Group by" option and select the `Assigned To` field. This instantly shows who is working on what.
