Description

Hello & thanks for giving this a look especially during the holiday season. Part of why I'm posting now is I've been stuck working these festive weeks because of so many inefficiencies in executing work & processes with my company.

Let me start with this: we are not trying to “Reinvent the Wheel”. Hoping you have similar systems & processes in place that you can show & implement for us... I’ve tried to solve these problems for 2 years 5 months with Techies & Project Managers, but this is the first time I’ve looked towards OPERATIONS MANAGER and BUSINESS ANALYST.

MY BUSINESS:
-It’s a LEGAL SERVICES & CUSTOMER SERVICE BUSINESS in California.
-We have about 20 Contract Workers on-call.
-In terms of Office & Operational Aspects, it’s mostly ME doing that type of work.
-I’m wearing too many hats; but I don’t have Systems in place, so delegation is more trouble than it’s worth, so I unfortunately shoulder most of the back-end office-type-work.
-Remote Model: most of these Processes and Documentation is Digital & Remote.
-I enjoy technology & all it can do. Will like to use more of it to make my company more efficient & modern.
-We have the revenue & the sales, but are knee-capped from expanding due to inefficient systems to get the work done.

OUR OBJECTIVES?
-Macro: streamline overall processes of our LEGAL SERVICE BUSINESS in California.
-Macro: Streamline CUSTOMER SERVICE Processes.
-Macro: choosing & implementing SYSTEMS & PROCESSES.
-Tech/Digital Solutions.
-Macro: the future systems & processes will hopefully: a) be more efficient as a one-man-band. b) then allow me to delegate more efficiently, so I can then go out and get more help.
-Micro: Choose & Implement a CRM that is integrated with a 2-WAY COMMUNICATION TOOL (which can simultaneously Text & Email our Clients).
-Micro: Choose & Implement a PROJECT/TASK MANAGEMENT SOFTWARE.
-Micro: other Solutions you might have?

OUR JOB REQUIREMENTS?:
As a Starting Point, please imagine any Customer Service Based Business and the things they have to do: A) Send/Email Text Reminders (Appts, Payments, Paperwork to-do). B) Fielding Customer Queries: In-taking, Responding, Tracking. C) Customer Service Information (gathering, tracking, organizing). D) Sales Information (Source of Client, Amount Paid, Amount Owed.)

HOW WE’RE HOPING YOU CAN SOLVE THE PROBLEM:
-Offer MACRO Solutions.
-You can show/point to Overall Solutions.
-Processes & Systems you’ve created for other similar operations that you can apply to us.
-Presently our challenges in Total/Broadly with the hope that the right people or persons and point to Overall Solutions, Processes… (likely that already exist).
-”What You Got” is preferred over “What We Want”; we’d prefer if you show us examples of what/how you intend to solve our problems, then we can provide feedback if you’re on the right track (vs. spending gobbles of time on Discovery about our business when we don’t believe most of our objectives are unique.)

HOW WE’VE TRIED (& FAILED) TO SOLVE THE PROBLEM SO FAR:
-we’ve tried to solve problems on a Micro Level: A) choose & implement a CRM with 2-Way Comm. B) choose & implement a Project Mgmt Software... ... those have had their owns sets of challenges that hasn't worked out.
-We don’t believe we are seeking Unicorn Solutions – we believe many of ours can be “off the shelf” (with some customizing), but we feel we have been unable to express this to the right parties (or perhaps we haven’t found the right audience).
-The people we speak to are generally taking the approach we need a UNIQUE SOLUTION, whereas we believe most of our needs are UNIVERSAL (Payments, Customer Service, Client Communication);
-Resource Acquisition: we don’t have the team in place to do the various Tech & other Tasks. So, we have to undergo a process of finding & hiring, which has various steps (with ineffective results).
-Excessive Discovery.
-we aren’t PROPOSED SOLUTIONS.
-lack of Project Plan (tech person we bring on only provides a vague idea of the process).
-the people we hire or attempt to hire aren’t able to show us Similar Type of Projects that might work for us. (We believe that would save the most amount of time as we can then explain how it is or isn’t right for us)…
-we end up with a Custom Built Solution, which is excessive & time-consuming.
-You can see the attachment; it’s a decent summation of project process & where we’ve fallen short.

PAY RATE: I'm flexible. Upwork makes recommendations based upon descriptions, so this is what we got. Also, I'm open to a Flat Rate based upon SOW.

Thanks for reading. Hoping you can help & that you have a Happy New Year!
Anthony