What are Agency Processes? A Guide to Develop a Process Flow

1. Identify Key Stakeholders and Their Roles

Understanding who’s involved in your agency processes (and how they contribute) is key to creating a workflow that works for everyone. Let’s say you’re revamping your client onboarding process.

Who’s responsible for gathering client information? Who needs to approve the project plan? These are the kinds of roles you need to map out.
Start by creating a stakeholder map that highlights everyone’s role, responsibilities, and influence.

For instance, the account manager might be responsible for the initial client meeting, while the creative director approves the final strategy. The clarity not only aligns the team but also ensures no one’s left in the dark.

Actionable tip: Use RACI metrics to clearly define who’s responsible, accountable, consulted, and informed for every major task—like deciding who signs off on creative briefs.

2. Map Current Processes to Identify Inefficiencies

Mapping out your current processes is like drawing a roadmap for your agency—it shows where things are smooth and where you’re hitting roadblocks.

Let’s say your team often struggles with delays during project handoffs.
By creating a process map, you can visualize how tasks move between teams, such as from the design team to the content team, and identify where bottlenecks occur.

Try using tools like swimlane diagrams to see exactly how responsibilities flow between roles.

For example, you might notice that designers often wait for approvals from account managers, delaying the next steps. The visuals help you track the ownership across the teams.

3. Design Optimized Process Flows

Transforming your workflows into well-oiled systems boosts efficiency, reduces errors, and takes your agency’s performance to the next level. Here’s how to design smarter process flows:

1. Build Smarter Workflows

• Simplify your steps to eliminate unnecessary stages or tasks.
• Minimizing handoffs for fewer transitions means fewer chances for errors.
• Automate repetitive tasks like data entry or status updates.

2. Focus on High-Impact Areas

• Apply the 80/20 rule to prioritize optimizing the 20% of tasks driving
• 80% of results, such as client communication or deliverables review.
• Identify and address areas causing the most delays or errors.

3. Ensure Value at Every Step

• Use value stream mapping to Highlight steps that directly add value to clients or agency goals.
• Streamline processes to focus only on meaningful activities.

4. Implement Agency Management & Collaboration Tools

The right tools bring efficiency, reduce errors, and give you clear visibility into your operations. Here’s how to choose and use them effectively:

• Map out your process requirements before investing in new tech.
• Look for tools that integrate seamlessly with your existing systems to avoid tech headaches.
• Choose user-friendly platforms to encourage adoption by your team.
• Consider tools like Kooper to handle project management, time tracking, and financial reporting in one place.
• Automate repetitive tasks, such as invoicing or project updates, to let your team focus on high-value activities.

5. Create Documentation and Training Materials

Rolling out new processes is exciting, but it’s only half the battle. Comprehensive documentation and training ensure everyone’s on the same page.

Think about creating guides that your team will want to use. For instance, if you’re rolling out a new project management tool, skip the jargon. Instead:

• Create step-by-step instructions with screenshots.
• Add a quick-reference checklist for common tasks, like assigning projects or tracking deadlines.

Diversify training formats as different people learn things in different ways. Record a walk-through video showing how to use the new tool or process in action. Build quizzes or activities where teams can test their knowledge.

For example, if your agency just switched to Kooper, host a hands-on session where the team manages a mock project from start to finish.

Actionable tip: Select champions within each department to become process experts. These go-to people can train their teams, answer questions, and keep everyone aligned. It’s like turning your process guide into a living resource with real-time support!

6. Test and Refine the Process Flow

Rolling out a new process? Don’t jump in headfirst. Testing and refining can save you from future headaches.

Imagine you’re introducing a new client onboarding process. Instead of rolling it out across the board, pick one team or client to test it with. This approach allows you to:

• Identify any hiccups, like unclear steps or missed handoffs.
• See how well it aligns with real-world scenarios.
• Define what success looks like before you begin.

For example, you might realize during the pilot that the automated email sequence needs tweaking to avoid overwhelming clients with too much information.

Encourage your team to share honest feedback. Set up a simple form or regular check-ins where they can report issues or suggest tweaks.

7. Monitor Performance and Gather Feedback

To keep your new processes running smoothly, it’s essential to continuously monitor them. Here’s how you can make sure your processes stay sharp:

• Set up regular reviews to assess how your processes are performing.
• Look at key metrics and identify any gaps or bottlenecks.
• For example, if you notice that project timelines are slipping, it could signal that there’s a step in the workflow that needs attention.
• Continually ask for feedback from those who are hands-on with the processes, both internally and externally.
• Clients might point out areas where communication could improve, while your team might suggest ways to streamline task handoffs.
• Use tools like Productive.io to set up automated dashboards, giving you an at-a-glance view of key performance metrics.

Hold quarterly meetings with stakeholders to discuss process performance. These meetings are a great opportunity to address any challenges and brainstorm solutions.

Best Practices for Agency Processes Operations

Streamlining agency processes is key to delivering exceptional client results and maintaining operational efficiency. Here are the best practices to drive sustainable growth.