Understanding the challenge
In Q3 2024 Sam and Jason, co-founders of Frosted were going through rapid growth. From the outside, their agency was thriving but beneath the surface, cracks were forming. Typical for agencies of their size going through similar growth challenges.
They were firefighting daily, overly involved in service delivery and struggling to optimise their operations for scalability.
"Growth was happening fast, but we didn’t realise our operations weren’t built to handle the scale. A lot was bubbling under the surface that we couldn’t see," said Sam, co-founder and CEO.
Jason the COO added, "It felt like every day something was going wrong. We were constantly firefighting instead of leading."
The turning point came when Sam encountered our content on LinkedIn. "I resonated with a post and decided to reach out. I was impressed by the clarity and precision of how you and Kristina presented solutions. It wasn’t just theory, it was actionable, strategic, and rooted in experience," said Sam.
The approach
We started by identifying their pain points and goals through a deep-dive strategy consultation. From there, we implemented a OPSCORE™ methodology that focused on three main areas to ensure their business was set up for scalable success:
- Delivery Engine
With optimised org charts, clear R&Rs and frameworks for team meetings, and performance management. - Finance Core
We empowered Sam and Jason step into true leadership by aligning their roles, improving decision-making, and focusing on their zones of genius. - Founder to CEO & COO Transition.
We reverse-engineered their goals into actionable steps, built a hiring framework for A-players and introduced advanced financial planning strategies.
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We rolled out these changes through a three-month Live Growth Roadmap. Why “live”? Because with organisational change, there are always two agendas: the one you plan and the one you need to adapt to as challenges and opportunities emerge.
Here’s what we added to the roadmap:
- Operational restructure.
- Project management restructure
- Team alignment (including founders).
- A new hiring process.
- Financial clarity (including Financial Model)
- Frameworks for growth.
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One of the core philosophies we bring to every engagement is this: your business is a direct reflection of you as a founder. If you want your business to evolve, you need to evolve first. Growth isn’t just about fixing operational issues or creating better systems, it’s about levelling up as a leader so you can inspire and empower your team to do the same.
When founders step up, their teams follow. By helping Sam and Jason become the leaders their business needed, we set the foundation for their team to grow, adapt and ultimately operate at a higher level.
The results
While the financial impact will continue to unfold, the groundwork has been laid for sustainable growth.
- Increased LTV.
Average client retention from 8 months to 12 months.
LTV Increase per client: $20k (multiplied by their total amount of clients this will produce significant results over months and years to come). - Capacity up by 60%.
Their original objective was to to onboard extra 2–3 new clients each month (approx $15k MRR) without any strain on operations. That’s more than achieved. - COO (Jason) freed up about 15 hours/ week.
- Churn down from 20% to 5% (projected). Reduced churn from 20% to 5%, protecting tens of thousands in recurring revenue that would have otherwise dropped off.
- Over the next 12 months, these improvements collectively secure and add hundreds of thousands in revenue, confidently crossing 7 figures in revenue.
- The founders have stepped into true leadership roles, focusing on strategy and vision rather than daily firefighting.
- “Scalability”. They’re equipped to hire, onboard and retain top talent to grow the agency effectively.
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