Ops - ClientOps

Client Operations (ClientOps)

At No Clocks, LLC, we use the term ClientOps (similar to DevOps) to represent Client Operations. See below for a full definition created by us at No Clocks (not an official definition):

DEFINITION

ClientOps (noun) [klahy-uhnt-ops]:

1. A specialized division or methodology within a company dedicated to optimizing and enhancing all aspects of client interactions and service delivery.
2. The holistic approach to managing internal operations that directly affect client relationships, satisfaction, and retention, integrating principles from customer service, project management, and business analytics.
3. Aimed at improving client experience, streamlining communication, and ensuring effective service delivery through coordinated efforts across various departments such as sales, support, and management.

Example Usage: The ClientOps team implemented a new CRM system to enhance client engagement and streamline communication, resulting in a noticeable improvement in client satisfaction scores.

This document will serve as comprehensive documentation, to be used internally at No Clocks, that outlines our ClientOps strategy and systems involved in detailing the objectives, methods, tools, and expected outcomes of our ClientOps initiatives.

This guide is broken out into the following sections:

• Introduction
• Vision & Objectives
• Scope
• Processes
• Tools & Technologies
• Performance Metrics
• Training & Development
• Challenges & Solutions
• Future Plans
• Conclusion

Client Metadata

• ID:
• Name:
• Account Code: Internal client identifier code or other reference number/abbrevation.
• Website: URL of the primary client website homepage.
• Primary Contact ID: ID of the client’s primary contact from the Contacts table
• Primary Email: Email address of the primary contact
• Notes
• Primary Location

Example

Example Client Metadata in YAML:

id: 1
name: "ACME Incorporated"
code: "ACME"
website: "https://acme.com"
status: 
type:
links:
  github_repo: "https://github.com/noclocks/client-acme"
  github_project: "https://projects.github.com/noclocks/client-acme"
  github_docs: "https://docs.noclocks.dev/client-acme"
  gdrive: "https://"
  todoist: "https://"
contacts:
  
location:
  name:
  address_1:
  address_2:
  city:
  state:
  zip:
  country:
  
 
contacts:

ClientOps Features

• Communication (internal and with the clients)
• Project Management
• Task Management
• Agendas and Calendar Management
• Information and Knowledge Management
• Research
• Onboarding
• Billing and Invoicing
• Proposals and Estimates
• Contracts and Statements of Work
• File Storage and Sharing
• Embeds, Dashboards, and Reporting
• Automations and Workflows
• Integrations
• Availability

Systems:

• CRM
• Client Portal
• Client Onboarding
• Dashboards
• Project Management
• Task Management
• Scheduling and Calendar Management
• Email and Communications Management
• Email Campaigns
• Time Tracking
• Time Reporting
• Budgeting
• Requirements Gathering
• Project Discovery
• Billing and Invoicing
• Checkout Forms
• Intake Forms
• Feedback Forms
• Review Forms
• Testimonial Forms
• Integrations
• File Sharing
• Contracts and Proposals

Tools:

• GitHub Projects for Project Management
• Todoist for Task Management
• \

Communications

Email Management

Call and Meeting Recordings

Chat Platforms

Communication Analytics

Feedback Forms

Scheduling and Calendar