OUr
Work

Client Success: Operating a
New Playbook

As a national provider of B2B and B2C services, timely communication is critical. The primary source of offer communications was the offer playbook, a PowerPoint deck updated as needed, and reviewed bi-weekly on a call with the internal audience. Sounds pretty straightforward. The team was overwhelmed with constant updates, and the audience struggled to keep up with the latest version of the file. It was nearly impossible to train frontline staff and create job aids when you had the wrong information. In addition to internal confusion, a $ 2,500-a-month fee was associated with making the playbook file.

Maintaining the offer playbook had become too challenging for the team to manage. I was tasked with creating a solution to automate as much of the work as possible and create centralized, real-time access to current offers. After meeting with playbook contributors and users, I mapped out the ideal state. Then, I mapped out a solution that would allow the offer playbook to be a more helpful tool.

The final solution was a centralized intake file connected to SharePoint. With the use of Power Automate, an online interactive playbook was updated at the click of a button. The new playbook was housed on a SharePoint site with additional offer details, offer summaries, and archives and linked to other relevant sites. Internal customers could “self-serve” and access or download the latest offers. The new site also made years of archive data available at the touch of a button. The new process eliminated the need for agency development, a $30,000 expense. The level of effort internally went from 12+ hours per week to 4 hours. The audience could self-serve and know that the information on the site was the most up-to-date.