Case study
Operator capacity multiplied by 20.
For OCS, a marketing agency, I turned primarily oral social media processes into a supervised automation platform.
Approach
I designed and delivered a platform that organizes the work while keeping sensitive decisions under human validation.
Business problem
OCS needed to scale a multi-account social media operation without multiplying manual execution.
- Manual capacity capped at 5 accounts per operator.
- Oral processes that were hard to transfer, audit or improve.
- A fragmented view of executions, blocks and interventions.
Response
- Covered setup, AI-assisted content, scheduling, publishing, warmup and semi-automated interactions.
- Centralized supervision of social profiles, actions, statuses and errors.
- Centralized action history and tracking information to understand blocks.
Before / after
Capacity per operator
Before5 accounts managed manually per operator
After100 accounts supervised per operator
Work organization
BeforeSteps passed on primarily through verbal instructions
AfterSteps formalized as executable workflows
Operational tracking
BeforeTracking scattered across screens and operators
AfterTracking and history brought into one tool
Delivered work
Delivered system
- Formalized execution steps, rules, exceptions and sensitive decisions.
- Coordinated action planning at scale.
- Centralized supervision of profiles, statuses and interventions.
Operating safeguards
- Limits and pauses adapted to each profile.
- Controlled recovery when an execution is blocked.
- Action history and human validation for sensitive decisions.
What this case study demonstrates
- Turn oral business processes into executable workflows.
- Separate automated execution, supervision and human validation.
- Make blocks understandable through action history and tracking information.
Discuss a workflow to automate
Let’s map your workflow, its volume, the tools or data involved, and its main failure mode.
Hugo Caulfield