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Case Notes
"A case note is not a case study. The case study sells. The case note tells you what happened."
— House style, third edition
Case notes,
written like a magazine.
Four engagements, written up the way an editor would write them up — what was broken, who we paired, what changed, and what the standing arrangement looks like today. We've published these with the clients' permission, and edited them ourselves.
Four case notes, in order of length.
Greenline Psychiatric
Outpatient psychiatry · Vermont
Long readThe brief. Solo psychiatrist drowning in prior-auths, intake calls, and insurance billing. Wanted out of admin.
The outcome. 90% reduction in admin work, week one. Now staffed at four operators.
2023
→ read the case
ClearPath
Early-stage SaaS · Austin
The brief. Solo founder running sales, support, and CRM hygiene by herself. Wanted her week back.
The outcome. Founder reclaimed 12 hours/week. Pipeline coverage doubled inside two months.
2024
→ short note
Meridian & Co.
DTC home goods · Shopify · Brooklyn
The brief. Customer-support team overwhelmed by post-Black-Friday tickets. NPS sliding.
The outcome. Six operators paired. First-response time halved. NPS rose 18 points.
2024
→ short note
Granger & Reeve
Boutique bookkeeping · Charleston
The brief. Twelve-client boutique firm hitting capacity. Owners refused to hire local juniors.
The outcome. Three operators on AP/AR and monthly close. Scaled to 38 clients without local hires.
2023
→ short note
How these were reported.
№ i
Numbers from the client.
Outcome metrics — hours saved, NPS, ticket time, client count — are reported by the client, not by us. We then asked the client to confirm the figure in writing before publication.
№ ii
Quotes are quotes.
Pull-quotes are verbatim, lightly edited for length. Where we shortened a sentence, the original is on file. Where we left a sentence in full, it reads exactly as said.
№ iii
Names of operators.
Every operator named in a case has read and approved the piece. Where an operator preferred not to be named, we used a first name only. Where they declined entirely, the case is not here.
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Brief Us
The next case note
could be yours.
Tell us what's broken in a paragraph. We'll either propose a role, or tell you honestly that we're the wrong house and point you somewhere better.