The Challenge​

Our client, a renowned content marketing agency in London, creates and produces content for some of the world's leading brands. They also produce film and documentary shorts that have received BAFTA nominations. Over a decade of organic growth had fostered a creative working environment and a strong people-centric culture. However, several challenges began to surface:​

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Operational Inefficiencies: The absence of a long-term strategic plan led to constant firefighting and  reactive operations.
Stalled Growth: New client acquisition had stalled, and there was no capacity to onboard new clients and projects.
Customer Experience Decline: Client complaints and attrition were increasing due to unmet expectations and project delays.
Employee Dissatisfaction: Growing levels of dissatisfaction among staff and management were evident.
Role Ambiguity: Staff roles were poorly defined, causing overlap, duplication, and under-resourcing in critical areas.
Communication Gaps: Communication from management to the team was ad hoc, and performance expectations were unclear.
Contractual Issues: Clear scope of work requirements and performance expectations were lacking for contract and freelance staff.
Ineffective Business Development: There was no coherent strategy for new client acquisition, resulting in ineffective bid proposals.
Unrealistic Project Timelines: Poor understanding of realistic timeframes led to unmet client expectations and overwhelmed staff.
Lack of Performance Metrics: There was a significant gap in key performance indicators (KPIs) and measures to support the business.
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The Solution

Envisago was engaged to empower the agency's transformation and establish a foundation for growth. Our approach combined strategic change management and operational excellence consulting to address their challenges while enhancing the human element within the organisation.​​​

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Key Actions:

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1. Envisago Management System Assessment

   • Conducted a thorough assessment to identify operational inefficiencies and areas for improvement.

   • Discovered the lack of strategic planning and gaps in processes, communication, and performance management.

2. Strategic Change Management Consulting

   • Redefined Business Goals:

     • Worked with the leadership team to establish clear, long-term strategic objectives.

   • Change Implementation Support:

     • Identified critical areas where improvements would have the most significant impact.

     • Project managed the change effort to ensure a smooth transition.

   • Enhanced Communication:

     • Assisted management in establishing clear communication channels and performance expectations.

   • Role Clarification:

     • Helped define staff roles to reduce overlap and duplication, ensuring critical areas were adequately resourced.

3. Operational Excellence Consulting

   • Process Optimisation:

     • Defined and classified key processes and content services by time, value, and type.

     • Set clear expectations for clients regarding project timelines and deliverables.

     • Aligned internal expectations on workload and resourcing.

   • Performance Management Framework:

     • Designed an operational framework for business performance management.

     • Identified required measures and reporting mechanisms to optimise resources and results.

   • Contractual Clarity:

     • Recommended clear scope of work requirements and performance expectations for contract and freelance staff.

4. Staff Coaching and Training

   • High-Performance Techniques:

     • Coached and trained staff on high-performance techniques to ensure sustained performance post-implementation.

   • Skill Alignment:

     • Made recommendations on task assignments to match existing skill sets, enhancing efficiency and job satisfaction.

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Implementation Support​

Lacking the in-house expertise and resources to fully implement the recommendations, the client engaged Envisago for comprehensive implementation support. We:

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• Project Managed the Change Effort:

  • Ensured timely execution of initiatives with minimal disruption to daily operations.

• Customised Solutions:

  • Tailored our approach to the agency's unique culture and needs, enhancing the human element throughout the process.

• Continuous Coaching:

  • Provided ongoing support and training to staff to ensure sustained performance improvement post-implementation.

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Client Testimonial​

"We contacted Envisago at a very important period of transition and growth for our company. We knew that we needed more structure and processes in place; however, as a business that had grown organically and creatively for over a decade, we were unsure where to start. The team at Envisago was thorough, direct, and innovative in their assessment and resulting suggestions. Staff engagement is now stronger than it has ever been, and our senior team is now poised and ready for a significant period of growth ahead."

— CEO, Content Marketing Agency, London, UK

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