Business Process Automation Platform
Eliminating duplicate client records, manual CSM assignments, and invoice blind spots through intelligent Slack-to-Smartsheet workflow automation for a high-volume marketing agency managing 350+ client accounts.
Zero duplicate client records across all onboarding workflows
Fully automated client onboarding from Slack to Smartsheet
Dynamic assignment replacing all manual allocation processes
Automated aging detection and escalation workflows
Project Overview
Industry
Marketing
Region
USA
Project Size
Multi-Workflow Enterprise Automation
Time Frame
Q2 2025 - Completed
Technology Stack
The Challenge
Manual Operations Across 350+ Client Accounts
A fast-growing marketing agency managing 350+ active client accounts was running client onboarding, change requests, and invoice monitoring through entirely manual processes across disconnected tools. Duplicate client records proliferated across systems as Slack submissions were entered multiple times without detection. CSM assignments were made manually by managers reviewing incoming messages — slow, inconsistent, and creating delays during high-volume periods. Invoice aging past 30 days had no monitoring mechanism, discovered only through reactive manual reviews.
Transformational Results
Unified Marketing Agency Automation
We replaced a patchwork of disconnected manual processes with a unified, automated Slack-to-Smartsheet platform covering the full client lifecycle. Duplicate detection at intake eliminated all record proliferation. Dynamic CSM routing replaced manual assignment across 350+ accounts. Automated invoice aging alerts eliminated the 30+ day blind spots. And timestamped audit trails across every event gave leadership complete operational visibility — all with zero manual data entry.
Automation Excellence
Achieved 100% duplicate elimination across all client records with zero manual data entry at any workflow stage
Automated complete CSM routing in real-time using dynamic mapping tables replacing all manual assignment
Built timestamped audit trails across all client onboarding, change requests, and CSM interactions
Operational Efficiency
Eliminated 30+ day invoice monitoring blind spots with automated aging alerts and escalation workflows
Replaced all disconnected manual processes with unified Slack-to-Smartsheet automation
Delivered real-time operational visibility across the full client lifecycle from onboarding through payment
Challenges & Solutions
Duplicate Records Proliferating Across Systems
Problem
Client submissions via Slack were being entered multiple times across Smartsheet without detection, causing data integrity failures, duplicate CSM assignments, and conflicting records that required manual cleanup.
Solution
Built idempotent duplicate detection logic at the Slack intake layer — every submission is validated against existing records before any downstream action, routing or record creation is triggered.
Impact
100% duplicate elimination with zero ongoing manual cleanup required
Manual CSM Assignment Creating Delays
Problem
Client-to-CSM assignment was done by managers reviewing incoming Slack messages manually — slow, inconsistent, and creating assignment delays and coverage gaps during high-volume periods.
Solution
Implemented a dynamic routing engine using configurable mapping tables and regex-based client classification, automatically assigning the correct CSM in real-time at the point of submission.
Impact
Real-time automated CSM routing replacing all manual assignment across 350+ client accounts
No Invoice Aging Visibility
Problem
Invoices older than 30 days had no monitoring mechanism — overdue accounts were only discovered reactively during manual reviews, by which point escalation was already overdue.
Solution
Built automated invoice aging monitoring with threshold-based alerting triggering Slack notifications and escalation workflows automatically at 30+ days, with no manual review required.
Impact
Zero invoice aging blind spots with automated escalation from the moment threshold is crossed
No Audit Trail for Client Changes
Problem
Change requests and onboarding events left no formal record — disagreements about what was agreed or when changes were made could not be resolved using any system data.
Solution
Built timestamped audit logging into every workflow stage, capturing all onboarding events, change requests, and CSM interactions in Supabase with real-time Smartsheet synchronisation.
Impact
Complete audit trail across the full client lifecycle with full accountability at every stage
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