How KEA Centralized Client Communication and Streamlined Operations in Notion

Head quarters : New York | São Paulo

Industry: E-commerce OAAS Service

Founded: 2018

Number of Employee: 15

Project Timeline: 4 months

Their Challenge:

KEA International sought to establish a comprehensive digital infrastructure through Notion. Their primary objectives were twofold: first, to implement a robust workspace for managing all internal operations efficiently and systematically; and second, to develop a user-centric client portal designed to centralize and streamline all client communications and request management processes. The client portal needed to serve as a single source of truth for all client interactions while maintaining organizational clarity.

Phase 1 Workflow Audit:

We conducted an extensive and methodical audit of their existing operational framework, including a detailed analysis of their organizational structure, workflow patterns, and communication channels. Through in-depth questionnaire and systematic review processes, we thoroughly assessed their operational needs, pain points, and growth objectives to develop a comprehensive understanding of their requirements.

Phase 2 - Workflow Architecture & System Design

We developed a comprehensive and strategic implementation plan that detailed the intricate relationships between databases and their interconnections. This included mapping out database dependencies, establishing relational structures, and identifying the specific Notion functionalities and features that would be leveraged to create an integrated system. Our planning phase focused on optimizing database relationships while ensuring scalability and user-friendly operation of the system.

Phase 3 - Implementation

Streamaline Workbook:

For each and every client engagement, we meticulously create a comprehensive workbook that serves multiple essential purposes: to carefully align project goals and objectives, to systematically track progress throughout the implementation journey, and to gather detailed feedback at various milestone points to ensure continuous improvement and client satisfaction

Internal Operation:

For Internal operation, we meticulously designed and implemented a comprehensive suite of dashboards that align with established industry best practices and standards. These dashboards were carefully crafted to optimize organizational efficiency and facilitate seamless workflow management across all departments.

1. KEA Company Home

2. Founder’s Dashboard

3. CRM

4. OKR Dashboard - A robust system for tracking organizational objectives and key results, enabling strategic alignment and progress monitoring

5. Task Management - A sophisticated workflow management system that facilitates project tracking, deadline management, and team collaboration

6. People Management - A comprehensive solution for managing human resources, including employee profiles, performance tracking, and team organization

7. Meeting Notes - Structured documentation system with granular access control settings to accommodate various meeting types and departmental needs

External Operation:

We developed a comprehensive client portal solution to streamline and centralize all client communications through a sophisticated form-based system. The implementation included an of approximately 32 customized forms designed specifically for client interactions, along with an additional 32 carefully templates that facilitate KEA's communications and requests to their clients.

The Features of client portal:

1. Each individual client portal was seamlessly integrated with the internal task management dashboard through a sophisticated two-way synchronization system, implemented via external automation through the Make platform, ensuring real-time updates and efficient workflow management

2. To enhance user experience and streamline interactions, all client request forms were strategically integrated with Notion's button functionality, creating an intuitive and user-friendly interface that simplifies the submission process

3. The portal's architecture was meticulously designed with a strong emphasis on user experience principles and practical functionality, ensuring optimal navigation and efficient operation while maintaining a clean and professional appearance

4. With 32 forms per client, we built internal automation that unifies all requests into a single task dashboard, allowing the internal team to assess and complete them in a timely manner.

   
   

   

   
   

Phase 4 - Migration:

The founders had previously established and maintained a comprehensive CRM system that contained detailed records of over 200 valuable business contacts, including clients, partners, and prospects. As part of our implementation process, we executed a carefully planned data migration strategy to transfer all existing contact information, historical interactions, and associated metadata from their previous CRM platform to the newly developed Notion-based system.

Phase 5 - Handover:

The project concluded with an extensive two-week feedback and refinement period designed to ensure complete system optimization. During this phase, we conducted comprehensive feedback sessions with key stakeholders to solidify all workflows and processes. Our team meticulously documented Standard Operating Procedures (SOPs) for each workflow component, ensuring clear guidelines for future reference. To facilitate a smooth transition, we organized and conducted in-depth training sessions with all employees, carefully walking through each system component and workflow. The handover process was methodically executed to completion, with careful attention to detail and thorough documentation of all processes.