“The back-office that got 2.2× sales-ops without new headcount.”
Mid-Market Construction Back-Office · anonymized at customer request. Engagement still active.
The Opening
The sales-ops backlog was growing faster than they could hire against it. Every quarter the queue got longer and the plan was always one more coordinator. They’d run that play before. It hadn’t closed the gap.
“The plan was always one more coordinator. It never closed the gap.”
Operations lead, Mid-Market Construction Back-Office
The Map
Discovery timed every recurring workflow in the back-office. The backlog wasn’t spread evenly. It was 110 hours a week hiding in three repeating jobs: project intake, billing reconciliation, and vendor chase. All three were structured, rules-heavy, and high-volume. Exactly the work that drains a team without needing their judgment.
The Build
Governance rails went in first. Then three agents, integrated against the existing stack, no rip-and-replace. The intake-triage agent sorts and routes incoming projects. The reconciliation agent matches billing lines and flags only the exceptions. The vendor-chase agent runs the follow-up loop start to finish. A supervisor layer sits over all three, so 92% of the manual work moved to supervision, not to autopilot. The team approves, corrects, and overrides. Every action lands in an audit trail.
| Agent | Role | Lives in |
|---|---|---|
| Intake-Triage | Sorts and routes incoming projects | Project intake queue |
| Reconciliation | Matches billing lines, surfaces exceptions | Billing system |
| Vendor-Chase | Runs the vendor follow-up loop | Vendor / AP workflow |
| Supervisor | Approval, override, audit | Across all three |
The Receipts
Same people, more than double the work cleared, no new hires. The retainer keeps tightening the loop. Figures anonymized at the customer’s request.
What the Customer Kept
The operating layer stays with them. If the retainer ended tomorrow, the back-office keeps running on what we built together.
- The workflow inventory across the back-office
- The agent roster (intake / reconciliation / vendor-chase)
- The audit-trail dashboards
- The supervision rubric for approve / override
- The governance rails that shipped before any agent
Talk to us about your industry
If you run a back-office and the next move feels like a hire, map it first. We’ll show you the hours before we touch the stack. ROI in week one, or we leave.
Talk to us →