Case Studies

Context

In my role at a global cloud-based real estate brokerage, I led the transition from Workplace to Slack for a large U.S. Operations team supporting 1,000+ employees as the company rolled out Slack organization-wide.

The goal was to ensure the team had a structured communication environment ready for launch and could adopt the new platform with minimal disruption.

Approach

Working closely with IT, I designed and organized the department’s core Slack channel structure and developed the resources needed to support adoption.

Key contributions included:

• Designing and organizing primary Slack channels

• Creating a Slack SOP outlining usage guidelines

• Developing training videos and documentation

• Creating a transition FAQ

• Leading the internal communication campaign for the rollout

The marketing team later expanded these materials into a centralized Slack toolkit site for the broader organization.

Outcome

My department transitioned successfully to Slack with a structured communication environment designed to support collaboration across a distributed workforce of more than 1,000 employees.

The channel structure, documentation, and training resources established clear communication standards and supported smooth adoption during the company-wide migration.

Challenge

Following the transition from Workplace to Slack as the company’s primary internal communication platform, a new operational challenge emerged: how to effectively organize and manage incoming support requests from agents within Slack.

Without a structured intake process, agent inquiries were submitted through direct messages or general channel posts, making it difficult for staff to triage requests, track support needs, and ensure timely follow-up.

Solution

Designed and implemented a centralized Agent Support workflow within Slack to standardize the intake of agent support requests.

Using Slack Workflow Builder, created a structured request form accessible directly within the state channel. Agents were able to submit inquiries by completing the form, which automatically routed their requests to the appropriate internal state triage channel for staff review and assignment.

This workflow improved visibility into incoming support needs and created a more consistent support intake process within the Slack environment.

Impact

• Standardized intake process for agent support requests

• Reduced reliance on direct messages for operational support

• Improved visibility into incoming support needs

• Streamlined triage process for internal staff

• Supported timely response and follow-up on agent inquiries

Challenge

Monthly reporting on inbound call activity required manual data analysis following data exports from the IT department.

Call volume data for each state, including total inbound calls, missed calls, and calls directed to voicemail, had to be manually reviewed and summarized into percentage-based metrics for reporting.

This process required several days to complete each month and introduced potential delays in reporting timelines.

Solution

Integrated AI-assisted analysis into the monthly reporting workflow to support the summarization of inbound call data.

Using AI-enabled tools, developed a repeatable process to calculate key reporting metrics from exported datasets.

This approach supported faster analysis while maintaining reporting consistency across states.

Impact

• Reduced monthly reporting time from several days to approximately one hour

• Improved reporting turnaround time for leadership review

• Increased consistency in call data summaries

• Enabled more efficient analysis of inbound call activity across states

• Supported ongoing operational reporting without additional manual workload

Challenge

Staff were required to reference a 80+ page Standard Operating Procedures (SOP) document to locate guidance for daily operational tasks. Searching the document manually was time-consuming and created delays in issue resolution and internal support.

Additionally, internal meetings often required follow-up summaries to document key decisions and action items, which had to be drafted manually.

Solution

Developed internal AI-assisted tools to improve access to operational documentation and reduce manual reporting time.

Created:

• A custom SOP Assistant using company documentation to allow staff to quickly locate procedural guidance

• A meeting summary tool designed to generate high-level summaries from transcripts, including key highlights and action items

These tools were integrated into existing processes to support faster internal response times and improve documentation consistency.

Impact

• Reduced time required to locate SOP guidance

• Improved accessibility of operational documentation

• Streamlined internal meeting follow-up processes

• Decreased time spent manually preparing monthly reporting and documentation

• Improved consistency in internal communication and task tracking

Challenge

Notifications of new agent onboarding requests were received through an external application system, requiring manual review and intake by state operations staff.

For each new application, onboarding details had to be manually transferred into internal tracking systems, increasing administrative workload and creating the potential for intake delays.

Solution

Designed and implemented a state-level onboarding intake workflow to streamline internal tracking of new agent applications.

Using Zapier, integrated a Google Form with Trello to automatically generate onboarding task cards within the state’s onboarding board. Application details were entered into the intake form, triggering automated task creation for onboarding review and assignment.

This workflow supported improved onboarding visibility and reduced manual intake processing for the state operations team.

Assisted additional state teams in implementing similar workflow where appropriate.

Impact

• Reduced manual intake steps for onboarding requests

• Improved onboarding task visibility for state operations staff

• Streamlined internal onboarding tracking

• Decreased risk of missed onboarding submissions

• Supported more consistent onboarding intake processes

Challenge

Agents needed access to both state-specific and company-wide resources but were required to locate information across multiple systems and communication channels.

Solution

Developed a centralized internal resource website for agents within the state, providing a single location for onboarding materials, compliance resources, and operational documentation.

Impact

• Improved accessibility of internal resources

• Reduced repetitive information requests

• Supported agent onboarding and compliance efforts

• Standardized access to operational documentation

Challenge

Role-specific operational knowledge was undocumented and difficult to transfer in the event of absence or role transition.

Solution

Created a comprehensive operational handbook outlining workflows, responsibilities, and documentation standards for the role.

This resource later became the foundational template for similar roles across multiple states.

Impact

• Improved knowledge transfer

• Reduced onboarding time for new role occupants

• Increased operational continuity

• Established standardized documentation template across states