Client-service teams

Client work keeps moving,even when nobody’s online together.

Client emails and scope changes land with the account lead who owns them, with the thread, the timeline and a reply drafted.

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A designer at a remote studio working on client work

The situation

Why client work stalls on a remote team

Priya leads accounts at a remote agency of 14 people. Client requests arrive by email at all hours, and the people who will do the work are offline for half of them.

Client work moves when each request reaches its owner already sized, with the history and a reply ready.

Top of Priya’s feed · account leadExample

RunClient request · ~15 min

Larkin & Co. asked for 3 more landing pages.

Not in the signed scope, and due with the launch on Nov 14.

Prepped for you

Scope: The signed scope covers 5 pages; this would make 8.
Queue: Sam has 4 cards estimated at 11 hours due before Nov 14; the new pages are estimated at 9.
Draft: A reply offering 2 pages by Nov 14 and the third a week later, with a change order attached.
Next steps: Send the reply (3 min). Delegate the pages to Sam once Larkin confirms (1 min).

How it moves

How a client request travels

The request landsLarkin’s email arrives at 11 p.m.
It arrives sizedThe card shows what’s in scope, the estimate for the new work and what’s already in Sam’s queue before the deadline, with a reply drafted.
Priya decidesPriya edits the reply and sends it from her own email; ActionOrder never sends anything.
Everyone sees it moveSam’s card carries the change order and the deadline.

Prep

What comes with a client card

How prep works

Context

The client thread, the signed scope, the project timeline and past change orders with the client.

Analysis

What the request changes: scope, deadline and whose queue has room, from each card’s estimate.

Research

Anything looked up along the way, like how similar requests were priced, with sources.

Draft

A reply and a change order, ready to edit, with a short checklist and time estimates.

Build path

Then fix the source.Offer retainers to repeat clients.

Each step is assigned, with the evidence attached. When it’s done, ActionOrder measures what changed.

How the Build path works

BuildOptimize · 3 stepsExample

Offer retainers to repeat clients.

Larkin & Co. sent 4 out-of-scope requests this quarter, each priced and approved one at a time.

4out-of-scope requests from Larkin this quarter

31 hrslogged on change orders across 3 repeat clients

1Draft a retainer offer from the last two quarters of requests (draft ready)PPriya~40 min
2Price the retainer from logged time on past change ordersTTaylor~30 min
3Approve the offer and send it to LarkinAAlex~15 min

What changes

What changes, and how you’d know

What to watch

Time to first reply

How long clients wait for an answer, from the request landing to the reply going out.

What to watch

Requests sized before work starts

Share of client requests that reach the person doing the work with the scope and an estimate attached.

Questions

What managers ask.

Does ActionOrder reply to clients?

No. It drafts the reply, and the account lead edits and sends it from their own email.

What if two clients need the same person?

Both cards rank against everything else in that person’s feed, by urgency, impact and shared priorities.

See it with your own teamwhen ActionOrder opens.

Join the waitlist and we’ll email you the day it opens.

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In pre-launch · Free plan planned for up to 3 people · Every integration included