We start with what is broken, not what is billable
Every engagement opens with a diagnosis. If more marketing is not what you need, we say so before you commit — which is why our first recommendation is sometimes a smaller one.
Growth Operations & Audits
SOP & Workflow Consulting
Build clear systems so your team knows exactly what to do, when and how.
Create Your SOP SystemSee what is included
No obligation. We reply within one business day.
- Six to ten documents, not thirty
- Written around the decision, not the abstract process
- A responsibility matrix with named roles, not “the team”
Every undocumented step is a question, and every question is an interruption.
Teams without documented process do not fail through carelessness. They fail because the person who knows the answer becomes a bottleneck they never asked to be, and because a colleague on leave turns an inconvenience into an outage.
This is unglamorous work with a disproportionate return: fewer escalations, consistent output regardless of who produced it, and a business that keeps running when someone is away.
Scope
What’s included
- Lead follow-up SOP
- Social media and campaign approval SOPs
- CRM update SOP
- WhatsApp communication SOP
- Monthly reporting SOP
- Client onboarding and vendor coordination SOPs
- Review response and complaint escalation SOPs
- Ad campaign launch and landing page QA checklists
Deliverables
What you receive
- A set of SOP documents in plain language
- Workflow maps for each process
- A team responsibility matrix
- Defined approval flow and escalation rules
- A standard reporting format
- An implementation checklist
How it works
How the engagement runs
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01
Prioritise
Map the recurring processes and rank them by frequency multiplied by cost of failure. Writing thirty SOPs is how SOP projects die.
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02
Observe
Watch the top processes being performed, and note every exception people take for granted.
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03
Draft
We write the documents, the workflow maps and the responsibility matrix. First versions arrive complete, not as skeletons.
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04
Correct
Your team marks up the drafts. Their exceptions go in, our assumptions come out. A document that ignores the exceptions is abandoned within a fortnight.
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05
Implement
Rollout checklist, a walkthrough session, and a review date so the documents get maintained rather than fossilised.
Growth gets difficult when a team works without documented process. Not because people are careless, but because every undocumented step becomes a question, every question becomes an interruption, and the person who knows the answer becomes a bottleneck they never asked to be.
This is unglamorous work with a disproportionate return. SOPs reduce the number of decisions that need escalating, make output consistent regardless of who produced it, and mean a team member going on leave is an inconvenience rather than an outage.
The documents we typically build
- Lead follow-up SOP — cadence, channel, wording, and when to stop.
- Social media approval SOP — who reviews, in what order, within what window.
- Campaign launch SOP and pre-flight checklist.
- CRM update SOP — what gets recorded, by whom, and when.
- WhatsApp communication SOP — tone, response windows, and what must never be sent over chat.
- Monthly reporting SOP and a standard format.
- Client onboarding SOP.
- Vendor coordination SOP.
- Review response SOP — including the negative ones.
- Complaint escalation SOP with defined severity levels.
- Content calendar SOP.
- Landing page QA checklist.
You will not need all of these. We start from what breaks most often and work down the list until the return stops justifying the effort — which it does, sooner than most SOP projects admit.
What makes a document people follow
A usable SOP is short enough to read while the task is waiting. It states who owns the step, what triggers it, what “done” looks like, and what to do when the normal path does not apply. That last part is the one most SOPs skip, and it is the reason people stop using them — the first exception makes the document irrelevant.
We also write the responsibility matrix explicitly. “The team handles it” is not an owner. If a step cannot be assigned to a named role, it does not survive a busy week.
How the engagement runs
- Step 1 — Prioritise. Map recurring processes and rank by frequency multiplied by cost of failure.
- Step 2 — Observe. Watch the top processes being performed, and note every exception people take for granted.
- Step 3 — Draft. Write the documents, the workflow maps and the responsibility matrix.
- Step 4 — Correct. Your team marks up the drafts. Their exceptions go in; our assumptions come out.
- Step 5 — Implement. Rollout checklist, a walkthrough session, and a review date so the documents get maintained rather than fossilised.
Who this is for
Businesses with growing teams, multiple departments, agency relationships, or repeated operational delays that keep having the same root cause.
Who it is not for
Teams whose process genuinely changes every month because the business model is still being found. Documenting a moving target wastes everyone’s time — stabilise first, then write it down. We would rather tell you now than invoice you first.
Why Auraa
Why businesses bring this work to us
Findings carry a number you can check
Not benchmarks from a blog post. Your leads, your timestamps, your conversion rate and your deal value — with the working shown, so you can argue with the figure rather than take it on faith.
You own everything we build
Accounts, pixels, dashboards and documents live in your name, inside your business. Nothing is held hostage in an agency workspace, and access transfers cleanly whenever you want it to.
Claims we would be willing to substantiate
We write to what can be evidenced, disclose creator partnerships properly, and flag anything on your site that would be hard to defend. It is a conversion improvement and a risk reduction at once.
Next step
Start with a conversation
Tell us where things currently stand. We will come back with an honest view of whether this service is the right starting point — including when it is not.
- A set of SOP documents in plain language
- Workflow maps for each process
- A team responsibility matrix
We reply within one business day. Your details are never sold or shared.
FAQ
Questions We Get About This Service
That is the normal outcome, and it is usually a design problem rather than a discipline problem. SOPs get ignored when they are long, written in the abstract, and stored somewhere nobody opens during the working day. We write short ones, built around the decision the person is actually facing, and put them where the work happens rather than in a folder.
Fewer than you think. We prioritise by two questions: how often does this task recur, and what does it cost when it goes wrong? Most businesses need six to ten documents covering the high-frequency, high-consequence work. Writing thirty is how SOP projects die.
We draft, your team corrects. That order matters. We can produce a clean first version quickly, but the people doing the work always know the exceptions, and a document that ignores those gets abandoned within a fortnight.