The repeated work: the messages that go out at the same point every time, the follow-up nobody remembers, the report someone assembles by hand every Sunday evening.
The value is not in doing it faster. It is in doing it at a consistent standard, at a reasonable hour, without depending on whether one person was having a good week.
How it runs
- 01
Recording
Writing down what is actually done by hand today, in what order, by whom, and how often it is missed.
From you — Real examples of what gets sent — not the polished version.
- 02
Drawing the line
Deciding what must never be automated. This happens before anything is built, because it is the decision the whole design hangs on.
From you — A judgement about where a client would feel a machine and be offended by it.
- 03
Writing it once, properly
Each message written once, well, in both languages. If it cannot be written well enough to pass for something a person wrote, it does not get automated.
From you — Approval of the tone. This is the part that carries your name.
- 04
Shadow run
The process runs for a period without sending anything, so you can see exactly what would have gone out, to whom, and when.
From you — A read of the log before anything goes live.
- 05
Turning on
One step at a time, in order, with the handoff to a person live from the first day rather than added later.
From you — A decision about who may be interrupted, and how.
- 06
Watching
The team can see what is scheduled, for whom, and stop it. What runs invisibly is what nobody trusts.
From you — Telling me when it gets something wrong.
Where it stops
- —Nothing that reads as automated. If it cannot be written to a standard you would sign, it stays manual.
- —No automated replies to anything a client writes freely. Predictable work is automated; guessing is not.
- —It stops where judgement starts. Complaints, unusual requests and anything ambiguous go to a person immediately, with the full context attached.
- —Never invisible to your own team. If staff cannot see what is about to be sent and stop it, they will build a second private process around it — and then you have two.