Regis Digitals is a marketing agency that works exclusively with doctors, clinics, and hospitals, running social media, campaigns, websites, and SEO for healthcare practices across the country. A decade in and having worked with 100s of clients, the agency had reached a size where its own internal operations couldn’t keep up with the work it was delivering for clients.

The problem wasn’t a lack of effort. It was that no-one could reliably answer a simple question: where is this specific piece of work right now?

Growth outpacing structure

As Regis Digitals grew, the number of clients, projects, and individual deliverables in flight grew with it. Every account manager and creative had their own way of tracking what they were working on. Some things lived in a spreadsheet, some in a chat thread, some only in someone’s head. It functioned, in the sense that work got done, but there was no shared structure underneath it. Finding the status of a specific deliverable often meant asking around until someone remembered.

That’s a hard way to run any agency. It’s a particularly hard way to run one where clients are hospitals and clinics with their own timelines and expectations.

Designing the operational model first

Regis Digitals didn’t come to us just looking for new software. They came to us to figure out how the work itself should actually flow, and to build a system around that answer rather than bolt a tool onto the existing chaos.

Working closely with the team, we broke the agency’s operations down into four levels:

Client. The top-level relationship, holding everything specific to that account.

Project. Individual bodies of work within a client relationship, whether that’s a campaign, a website build, or an ongoing retainer.

Artifact. The actual deliverables within a project, the specific pieces of content, pages, or assets being produced.

Workflow Step. Where each artifact sits in its journey from brief to delivery, and who’s responsible for moving it forward.

That structure sounds simple written out, and that was deliberate. The goal wasn’t a rigid process that fought how the agency actually worked. It was a template flexible enough to fit a social campaign and a full website build alike, while still giving every single piece of work a consistent, findable place to live.

What it changed

With that model built out as a working system, Regis Digitals gained something they’d never had: the ability to see, at any moment, exactly where every piece of work across every client actually stood. For an agency managing this many moving parts across this many clients, that visibility changed how the business ran day to day, not just how it looked from the outside.

In their words

“I run a complex business with a lot of moving parts. The team took all our scattered spreadsheets and data and brought it together in one place. I can’t believe how much easier my business is to run now. I can see exactly what is happening and feel so much more in control.”

— Mayank Chapanera, Managing Director, Regis Digitals

If your operations have outgrown your process

Most agencies and service businesses hit this same wall eventually: the work is good, the clients are happy, but internally nobody can say with confidence where everything stands. That’s usually not a tooling problem first. It’s an operational design problem, and it’s worth solving in that order.

If that sounds like where you are, we’d love to talk.