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From your first call to a process we own.

Every process we run is written down, measured and approved by you. That is what lets us take it over safely, and what makes it ready to automate.

  1. 1

    Assess

    We interview your teams, shadow real work and measure volumes, errors and cost per process.

    About 2 weeks
  2. 2

    Map & write

    Each process becomes a written procedure with triggers, steps, controls, KPIs and owners on both sides.

    Per process
  3. 3

    Set up

    Named accounts in your ERP, CRM and tools, with only the access each procedure needs.

    Before the first run
  4. 4

    Run in parallel

    We work alongside your team and compare results daily. Go-live happens only on your approval.

    1-2 weeks per process · go-live on your approval
  5. 5

    Run & improve

    We own the process, report on KPIs every week and bring you improvements every month.

    Ongoing

Your systems

We work in your ERP, CRM, email, portals and marketplaces. No new software to buy.

Written procedures

Every process runs on a signed procedure with named owners, controls and KPIs.

One conversation

One team to talk to, from a late order to the month-end report.

71 procedures. 15 areas.

This is the library we start from. Pick an area to see one of its procedures; we adapt each one to your company before we sign it together.

EN-01Signed with you

Discovery & operational assessment

Understand how your operations run today, where the cost sits and exactly what we will take over.

Trigger
Signed engagement or pilot agreement
Frequency
Once per engagement
Steps
  1. Kick-off with your process owners and agree the scope
  2. Interview each team and shadow real work
  3. Collect volumes, systems, documents and current KPIs
  4. Map pain points, errors and manual rework
  5. Quantify cost per process and the savings potential
  6. Present findings and the takeover plan for approval
Controls
  • Findings validated with each process owner
  • Volumes confirmed from system data, not estimates
KPIs
  • Assessment delivered within 10 business days
  • Savings baseline agreed and signed off
Output
Assessment report, takeover scope, baseline KPIs

Also in Engagement & transition:EN-02Process mapping & SOP sign-offEN-03System access & security setupEN-04Parallel run & go-liveEN-05Hypercare & stabilization

The first procedure of this area, as it stands in our library. Each one is adapted to your company before we sign it together.

PR-01Signed with you

Purchase requisition & purchase order

Buy what is needed, with approval, at agreed prices.

Trigger
Replenishment proposal or internal request
Frequency
Daily
Steps
  1. Receive and check the requisition
  2. Confirm budget and approval
  3. Select the supplier and check price and terms
  4. Issue the purchase order in the ERP
  5. Get the supplier's order confirmation
  6. Track the delivery date and chase if late
Controls
  • No purchase order without approval
  • No order to a supplier without a purchase order
KPIs
  • Purchase order issued within 1 business day
  • Supplier on-time delivery rate
Output
Purchase order, supplier confirmation

Also in Procurement & suppliers:PR-02Supplier invoice processing (three-way match)PR-03Supplier onboarding & master dataPR-04Supplier performance review

The first procedure of this area, as it stands in our library. Each one is adapted to your company before we sign it together.

WH-01Signed with you

Goods receipt

Receive goods accurately and make them available fast.

Trigger
Supplier delivery arrives
Frequency
Daily
Steps
  1. Check the delivery against the purchase order and delivery note
  2. Inspect quantity, condition, batch and expiry date
  3. Record differences and damage on the delivery documents
  4. Post the receipt and issue the receiving note (NIR)
  5. Notify procurement of any discrepancy
  6. Label the goods and move them to putaway
Controls
  • No receipt without a matching purchase order
  • Discrepancies signed by the driver
KPIs
  • Receipts posted the same day
  • Dock-to-stock time
Output
Receiving note (NIR), discrepancy report

Also in Warehouse & goods flow:WH-02Putaway & location managementWH-03Picking & packingWH-04Dispatch & shipping documentsWH-05Transfers between locationsWH-06Returns receipt & inspection

The first procedure of this area, as it stands in our library. Each one is adapted to your company before we sign it together.

IN-01Signed with you

Daily stock reconciliation

Catch stock differences on the day they happen.

Trigger
End of each working day
Frequency
Daily
Steps
  1. Check that all receipts, dispatches and transfers are posted
  2. Compare system stock with warehouse movements
  3. Investigate negative or unusual balances
  4. Correct posting errors with a documented reason
  5. Report open differences to the stock owner
Controls
  • No negative stock left uncorrected overnight
  • Every correction has a reason code
KPIs
  • Unexplained differences cleared within 1 business day
Output
Daily reconciliation log

Also in Inventory & stock:IN-02Cycle countingIN-03Full physical stocktakeIN-04Replenishment & reorder managementIN-05Stock adjustments, damage & write-offs

The first procedure of this area, as it stands in our library. Each one is adapted to your company before we sign it together.

OM-01Signed with you

Order intake & validation

Capture every order correctly, whatever channel it comes from.

Trigger
Order received by email, portal, EDI, phone or marketplace
Frequency
Continuous, daily
Steps
  1. Log the order with its source and time received
  2. Check customer, delivery address and payment terms
  3. Validate items, quantities and prices against the price list
  4. Check credit limit and blocked status
  5. Clarify anything missing with the customer
  6. Enter the order in the ERP and send the confirmation
Controls
  • Price and credit check on every order
  • Orders above an agreed value double-checked
KPIs
  • Orders entered within 2 business hours
  • Order entry accuracy of at least 99.5%
Output
Confirmed sales order, order confirmation to the customer

Also in Order management:OM-02Order processing & allocationOM-03Order changes & cancellationsOM-04Backorders & delay management

The first procedure of this area, as it stands in our library. Each one is adapted to your company before we sign it together.

IB-01Signed with you

Invoice issuance

Invoice every delivery correctly and on time.

Trigger
Dispatch posted or service delivered
Frequency
Daily
Steps
  1. Check delivered quantities and prices
  2. Apply discounts, payment terms and VAT correctly
  3. Generate the invoice in the ERP
  4. Review exceptions and high-value invoices
  5. Send to the customer through the agreed channel
  6. Record in the invoice register
Controls
  • Delivered-not-invoiced report checked daily
  • Four-eyes check above an agreed value
KPIs
  • Invoices issued within 24 hours of delivery
  • Invoice accuracy of at least 99.5%
Output
Issued invoices, invoice register

Also in Invoicing & billing:IB-02e-Factura submission & monitoringIB-03Credit notes & correctionsIB-04Recurring & contract billingIB-05Receivables follow-up & collections

The first procedure of this area, as it stands in our library. Each one is adapted to your company before we sign it together.

DA-01Signed with you

Document intake & registration

Every document registered, traceable and linked to its transaction.

Trigger
Document received on paper or electronically
Frequency
Daily
Steps
  1. Register with number, date, type and sender
  2. Check completeness and signatures
  3. Route for approval if needed
  4. Link to the ERP transaction
  5. File in the correct folder or system
Controls
  • Registration number on every document
KPIs
  • Documents registered the same day
Output
Document register

Also in Documents & archives:DA-02Digitization & indexingDA-03Archiving & retentionDA-04Retrieval & secure destruction

The first procedure of this area, as it stands in our library. Each one is adapted to your company before we sign it together.

CS-01Signed with you

Inbound contact handling

Answer customers quickly on every channel.

Trigger
Customer contact by chat, WhatsApp, phone or email
Frequency
Continuous, agreed hours
Steps
  1. Greet and identify the customer
  2. Understand the request and check the order or account
  3. Resolve at first contact wherever possible
  4. Create a ticket for anything left open
  5. Confirm next steps and timing
  6. Close with a summary and a satisfaction request
Controls
  • Scripts and knowledge base per client
  • Weekly call and chat sampling (GV-02)
KPIs
  • Chat answered in under 1 minute
  • Phone answered in under 30 seconds
  • Email answered within 4 business hours
  • First-contact resolution rate
Output
Tickets, contact log

Also in Customer support:CS-02Ticket lifecycle & escalationCS-03Complaint handlingCS-04Returns & refunds (RMA)CS-05Outbound calls & proactive notificationsCS-06Customer satisfaction & feedback

The first procedure of this area, as it stands in our library. Each one is adapted to your company before we sign it together.

FO-01Signed with you

Reception & visitor management

A professional first impression for every visitor and caller.

Trigger
Visitor arrives or call to the main line
Frequency
Daily, office hours
Steps
  1. Greet and register the visitor
  2. Notify the host and issue a badge
  3. Brief the visitor on safety rules where required
  4. Answer and route calls, take messages
  5. Keep the visitor log up to date
Controls
  • Visitor log kept for every visit
  • Visitors escorted in confidential areas
KPIs
  • Calls answered within 3 rings
  • Messages passed on within 15 minutes
Output
Visitor log, message log

Also in Front office & administration:FO-02Mail, courier & correspondenceFO-03Meetings, travel & office requests

The first procedure of this area, as it stands in our library. Each one is adapted to your company before we sign it together.

MD-01Signed with you

Product master data

Create and change products correctly, once, for every system that uses them.

Trigger
New product or change request
Frequency
As needed
Steps
  1. Receive the request on the standard template
  2. Check for duplicates
  3. Create or update with all mandatory fields: codes, units, VAT, barcodes, weights
  4. A second person validates the record
  5. Activate for sales and purchasing
  6. Record the change
Controls
  • Mandatory fields enforced
  • Four-eyes validation
KPIs
  • Requests completed within 1 business day
  • Master data error rate
Output
Active product record, change log

Also in Master data ERP & CRM:MD-02Customer master & credit dataMD-03Prices, discounts & conditionsMD-04Data quality audit & CRM hygiene

The first procedure of this area, as it stands in our library. Each one is adapted to your company before we sign it together.

EC-01Signed with you

Product listings & content

Keep your online catalog complete, correct and up to date.

Trigger
New product, change or listing error
Frequency
As needed, audited weekly
Steps
  1. Collect product data, images and descriptions
  2. Create or update listings in the web shop and marketplaces
  3. Check categories, attributes, prices and stock sync
  4. Publish and verify the live listing
  5. Audit listings weekly for errors or blocked offers
Controls
  • Weekly listing audit
KPIs
  • Listing errors fixed within 1 business day
Output
Live listings, audit log

Also in E-commerce operations:EC-02Marketplace & web shop order syncEC-03Promotions, prices & reviews

The first procedure of this area, as it stands in our library. Each one is adapted to your company before we sign it together.

RP-01Signed with you

Daily operations report

Start every day knowing exactly where operations stand.

Trigger
Start of the business day
Frequency
Daily
Steps
  1. Extract yesterday's volumes, backlog and exceptions
  2. Check the figures against system totals
  3. Highlight items at risk: late orders, blocked invoices, open tickets
  4. Publish by 10:00 to the agreed distribution list
  5. Follow up on red items the same day
Controls
  • Figures reconciled to system totals
KPIs
  • Report published on time on at least 98% of days
Output
Daily operations report

Also in Reporting & analytics:RP-02Weekly KPI packRP-03Month-end operational closeRP-04Ad-hoc analysis requests

The first procedure of this area, as it stands in our library. Each one is adapted to your company before we sign it together.

IT-01Signed with you

AI agent development

Take repetitive questions and tasks off your sales and operations teams.

Trigger
Repetitive task identified, or your request
Frequency
Per agent
Steps
  1. Define the task: what the agent answers or does, and for whom
  2. Connect only the data sources the task needs
  3. Build the agent and test it on real cases with your team
  4. Set the limits: what it does alone and what goes to a person
  5. Launch, collect feedback and improve it every month
Controls
  • Access limited to approved data; actions outside the agreed limits need human approval
KPIs
  • Hours saved per month and accuracy on reviewed answers
Output
Working AI agent, monthly usage and accuracy report

Also in AI agents, automation & development:IT-02Workflow automationIT-03System integration (ERP, CRM, e-commerce)IT-04Data migration & system adoptionIT-05Deployment & release managementIT-06Application support & maintenance

The first procedure of this area, as it stands in our library. Each one is adapted to your company before we sign it together.

CI-01Signed with you

Process diagnostic & waste analysis

Find where time and money leak out of your processes.

Trigger
Onboarding, quarterly review or your request
Frequency
Quarterly
Steps
  1. Select the processes with the highest volume or cost
  2. Measure time, cost and error rate per step
  3. Identify waste: waiting, rework, duplicate entry, manual checks
  4. Rank opportunities by savings and effort
  5. Present a prioritized improvement plan
Controls
  • Measurements based on real samples, not estimates
KPIs
  • Savings potential quantified per process
Output
Diagnostic report, improvement backlog

Also in Process improvement & cost cutting:CI-02Improvement initiative lifecycleCI-03Automation opportunity assessmentCI-04Savings tracking & validation

The first procedure of this area, as it stands in our library. Each one is adapted to your company before we sign it together.

GV-01Signed with you

Monthly service review & SLA reporting

Show you, every month, exactly how the service performed.

Trigger
Month-end
Frequency
Monthly
Steps
  1. Compile SLA and KPI results per process
  2. Explain every missed target with its root cause
  3. Present volumes, trends and savings achieved
  4. Review open improvement actions
  5. Agree priorities for the next month
  6. Send minutes and the action list within 2 business days
Controls
  • Figures taken from system data
  • Actions tracked to closure
KPIs
  • Report delivered by the 5th business day
  • SLA compliance of at least 95%
Output
Monthly service report, action list

Also in Governance, quality & security:GV-02Quality control & four-eyes checksGV-03Incident & escalation managementGV-04Data protection & confidentiality (GDPR)GV-05Access review & team changesGV-06Business continuity & backup coverageGV-07SOP document control & change managementGV-08Exit & handover

The first procedure of this area, as it stands in our library. Each one is adapted to your company before we sign it together.

What changes for you.

  • Lower cost per transactionLess rework and double entry means each order, invoice and ticket costs less to process.
  • Fewer errorsControls built into every procedure catch mistakes before they reach a customer or a supplier.
  • Faster order-to-cashOrders move to dispatch sooner and invoices go out on time, so cash comes in sooner.
  • Capacity that scalesAdd capacity for growth or peak season without hiring and training a new team.
  • Full visibilityWeekly KPI reports show volumes, accuracy and response times for every process we run.
  • ContinuityWritten procedures and backup cover mean work continues when people are away or leave.

Want these running in your company?

Tell us which areas matter most. We bring the procedures to the first conversation.

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