Best Practices
Tips, workflows, and lessons learned from agencies successfully using Agency OS
Learn from agencies already using Agency OS. This guide shares proven strategies, common pitfalls to avoid, and tips for getting maximum value from your system.
Getting Started Right
Week 1: Learn & Explore
Don't rush to production. Take time to understand the system:
✅ Do:
Complete the "Your First Steps" tutorial
Explore all sections with sample data
Click through every page
Test the "View as" feature
Try creating test records
❌ Don't:
Delete all sample data immediately
Start customizing before understanding defaults
Invite real clients in first week
Import all your data on day one
Goal: Understand how Agency OS works before using it for real.
Week 2-3: Soft Launch
Start using alongside existing tools:
✅ Do:
Add 2-3 real clients
Create current active projects
Start logging time
Have team create and update tasks
Run both systems in parallel
❌ Don't:
Abandon old system completely
Expect perfection immediately
Force everyone to use it
Get frustrated with learning curve
Goal: Build confidence while maintaining safety net.
Week 4: Go Live
Make Agency OS primary system:
✅ Do:
Announce official launch to team
Retire old project tracking
Invite first friendly client to portal
Establish daily habits (check tasks, log time)
Celebrate early wins
❌ Don't:
Keep maintaining two systems
Let people opt out
Skip training stragglers
Ignore feedback
Goal: Full commitment and adoption.
Team Adoption
Making It Sticky
Morning Standup in Agency OS:
Start meetings with Home > Tasks tab
Review "My tasks" and "Ongoing tasks"
Update statuses live during meeting
Makes Agency OS the daily habit
Replace Slack for Project Updates:
Use task comments instead of Slack threads
Context stays with the work
Searchable history
Clients can see (when using Reply)
Make Time Tracking Non-Negotiable:
Daily expectation, not weekly
Start/stop timers in real-time
Review at end of day
Tied to invoicing and profitability
Celebrate Portal Wins:
When client praises portal, share with team
When status email avoided, highlight it
Track metrics: logins, comments, satisfaction
Show ROI of adoption
Common Objections & Solutions
"It's another tool to check" → Make it THE tool, not another tool
Morning standup starts here
All project info lives here
No need to check multiple places
"Takes too long to update" → Use action buttons for speed
"Start" button = one click to update status
Time tracker = auto-logging
Comments = faster than email threads
"I prefer spreadsheets" → Show the power
Relationships between data (not copy/paste)
Real-time updates (not stale exports)
Client portal (can't do that in sheets)
Filtering and views (more flexible than sheets)
"Clients won't use the portal" → Train them well
Start with one friendly client
Short walkthrough call
Quick wins (they see progress immediately)
Gentle nudging ("I've updated your portal!")
Training Resources
Create:
10-minute walkthrough video
One-page quick reference
GIFs for common tasks
FAQ document
Assign Champions:
One per team/department
They learn deeply and help others
First line of support
Gather feedback
Regular Check-ins:
First month: Weekly team Q&A
Office hours for questions
Share tips in team chat
Update training based on questions
Data Hygiene
Daily Habits
Update Status in Real-Time:
Move task to "In Progress" when you start
Mark "Done" when finished
Don't wait until end of day
Keeps everyone informed
Log Time Immediately:
Start timer when beginning work
Stop when switching tasks
Log manually if you forgot
Don't try to remember Friday what you did Monday
Add Context to Comments:
Explain the "why" not just "what"
Add enough detail for others
Use Reply for client-visible updates
Use Note for internal coordination
Weekly Habits
Review Your Tasks:
Check upcoming due dates
Identify blockers
Request help if overloaded
Update estimates if needed
Update Project Status:
Review project progress
Update timelines if delayed
Check budget vs actual
Communicate changes to clients
Client Portal Check:
Use "View as" for each active client
Check for unanswered questions
Ensure nothing looks stale
Update before client meetings
Archive Completed Items:
Mark projects as "Completed"
Archive old tasks (don't delete)
Clean up "Done" tasks piling up
Maintain clarity
Monthly Habits
Deep Clean:
Review overdue tasks (close or reschedule)
Update client statuses (Active, On Hold, Churned)
Check for duplicate contacts
Review and clean up tags/categories
Data Audit:
Ensure all projects linked to clients
Verify time entries linked to tasks
Check that team members have correct roles
Fix any data quality issues
Workflow Review:
Are automations working?
Any errors in workflows?
New automations needed?
Retire unused automations
Naming Conventions
Consistency makes everything easier to find and understand:
Projects
Format: [Client Name] - [Project Type]
✅ Good:
"Acme Corp - Website Redesign"
"TechStart - Brand Identity"
"LocalCafe - Monthly Retainer - Q1 2024"
❌ Avoid:
"Website" (which client?)
"Project 1" (meaningless)
"The new site for Acme" (too verbose)
Tasks
Format: [Verb] [Object/Deliverable]
✅ Good:
"Design homepage mockup"
"Write blog post about AI"
"Review contract with legal"
"Deploy production update"
❌ Avoid:
"Homepage" (what about it?)
"Work on the thing" (what thing?)
"URGENT!!!" (use priority field)
Invoices
Format: INV-[Year]-[Number] - [Client] - [Period]
✅ Good:
"INV-2024-001 - Acme Corp - January"
"INV-2024-045 - TechStart - Q1"
❌ Avoid:
"Invoice" (which one?)
"January invoice" (for which client?)
Random numbers without context
Files
Format: [Project]_[Deliverable]_[Version]_[Date]
✅ Good:
"AcmeCorp_Homepage_v3_2024-01-15"
"TechStart_Logo_Final_2024-02-01"
❌ Avoid:
"Final_FINAL_v2_USE_THIS" (been there!)
"image.png" (what is it?)
Spaces in filenames (use underscores or hyphens)
Communication Best Practices
Internal Team Communication
Use Notes for:
Technical discussions
Budget concerns
Timeline worries
Strategy questions
Team coordination
Use Reply Sparingly:
Only when client should see it
Updates on progress
Questions for client
Deliverable ready notifications
Default to Note: When in doubt, use Note. You can't unsend a Reply that clients see!
Client Communication
Proactive Updates:
Don't wait for clients to ask
Update portal regularly
Use Reply at milestones
Keep them informed
Response Times:
Reply to portal comments within 24 hours
Set expectations clearly
Use email for truly urgent issues
Portal for everything else
Training Clients:
Walk them through on kickoff call
Send quick reference guide
Reply to first portal comment quickly
Gently redirect email questions to portal
Sample Redirect: Client emails: "What's the status on the homepage?"
Your reply:
"Great question! I've updated your portal with the latest progress. The homepage design is 80% complete and on track for Friday. You can see all the details here: [link to portal]
Feel free to add any questions directly on the task and I'll respond there so we keep all the context in one place!"
Workflow Optimization
Pre-Built Workflows
Agency OS comes with 7 pre-configured workflows ready to use. Enable the ones that fit your process:
1. Kickoff Meeting Scheduler - Automate meeting invites when client onboards 2. Opportunities Won Email - Celebrate wins and start projects right 3. Notify Client on Payment Created - Instant invoice notifications 4. Notify Owner When Paid - Track cash flow and celebrate payments 5. Project Budget Breach Alert - Prevent budget overruns proactively 6. Notify Lead on Task Complete - Keep clients updated automatically 7. Expense Receipt Reminder - Improve expense documentation
Quick Win: Enable all 7 pre-built workflows on day one. They're proven to save time and improve client communication. Customize them after your first month.
Customize and Add More
Beyond the pre-built workflows, add these common automations:
Task Completed Notification
Trigger: Task status → Done
Action: Email project manager
Why: Keeps PM informed of progress
Payment Overdue Reminder (enhance the pre-built one)
Add: Escalate to account manager after 14 days
Add: Final notice at 30 days
Why: Systematic collections process
New Project Kickoff (enhance the pre-built one)
Add: Create standard initial tasks automatically
Add: Assign tasks to team members
Why: Consistent project setup, nothing forgotten
Add More as Needed
Level 2 Automations:
New lead → Notify sales team
Opportunity won → Create client + project
All tasks complete → Request client feedback
Task overdue → Remind assignee
Advanced Automations:
Weekly client summary emails
Monthly recurring invoices
Capacity alerts (team overloaded)
SLA breach warnings
Measuring Success
Efficiency Metrics
Track:
Time from project start to completion
Number of "status update" emails (should decrease)
Client portal login frequency
Time logged per project vs estimated
Targets:
80% reduction in status emails
70%+ clients logging in monthly
90%+ of time logged within 24 hours
Estimates within 20% of actuals
Quality Metrics
Track:
On-time delivery rate
Client satisfaction scores
Number of revisions per deliverable
Scope creep incidents
Targets:
85%+ projects delivered on time
4.5/5+ client satisfaction
Decreasing revision counts over time
Clear scope change process
Financial Metrics
Track:
Days sales outstanding (DSO)
Project profitability margins
Team utilization rates
Revenue per team member
Targets:
DSO under 30 days
40%+ profit margins
70-80% utilization (billable time)
Growing revenue per head
Team Metrics
Track:
Time to complete average task
Team member satisfaction
Portal adoption rate
Training time for new hires
Targets:
Consistent task velocity
High team satisfaction with tools
100% team using Agency OS
Faster onboarding over time
Common Pitfalls to Avoid
1. Over-Customizing Too Early
❌ Mistake: Spending weeks customizing before first project
✅ Better: Use defaults for 2-4 weeks, then customize based on real needs
2. Not Setting Permissions Properly
❌ Mistake: Giving clients access before testing with "View as"
✅ Better: Always test client view thoroughly before inviting
3. Forgetting Reply vs Note
❌ Mistake: Writing "Client is being difficult" in Reply comment
✅ Better: Always double-check before commenting. Default to Note.
4. Not Using Action Buttons
❌ Mistake: Opening task form, editing status field, saving
✅ Better: Click "Start" or "Complete" button for one-click updates
5. Inconsistent Time Tracking
❌ Mistake: Trying to remember all hours on Friday
✅ Better: Start/stop timer in real-time, or log daily
6. Poor Task Breakdown
❌ Mistake: Tasks like "Build entire website" (never gets completed)
✅ Better: "Design homepage", "Code navigation", "Add contact form" (specific, achievable)
7. Inviting All Clients at Once
❌ Mistake: 20 clients get portal access on same day
✅ Better: Start with 1-2 friendly clients, perfect process, then roll out
8. No Team Training
❌ Mistake: "Here's Agency OS, figure it out"
✅ Better: Structured onboarding, training, champions, support
9. Abandoning Too Quickly
❌ Mistake: "This isn't working after 3 days"
✅ Better: Commit to 30-day trial, address issues, iterate
10. Not Celebrating Wins
❌ Mistake: Taking adoption for granted
✅ Better: Recognize team members using it well, share client praise
Scaling Your Agency OS
5-10 People
Focus on:
Basic structure works great
Simple workflows
Clear communication
Consistent habits
Don't need:
Complex department structures
Multiple office tracking
Advanced customizations
10-25 People
Add:
Department organization
Project manager role
More granular permissions
Custom dashboards per role
More automations
Consider:
Dedicated admin
Regular training sessions
Documentation updates
Process refinement
25-50+ People
Implement:
Full department structure
Multiple offices (if applicable)
Advanced role customization
Resource capacity planning
Integration with other systems
Need:
Operations manager for Agency OS
Formal onboarding process
Regular system audits
Performance optimization
Strategic customizations
Tips from Successful Agencies
"Start with Projects Only"
Sarah, 15-person design agency
"We ignored CRM and Leads for the first month. Just focused on delivering projects well. Once that was solid, we added sales tracking. Trying to do everything at once was overwhelming."
"Champion the Portal"
Michael, 30-person development agency
"Our account managers became portal evangelists. When clients emailed for status, they'd reply: 'I've answered in your portal at [link].' Took 2 months, but now clients check portal first."
"Make Time Tracking Non-Negotiable"
Jessica, 20-person marketing agency
"We made time tracking mandatory from day one. Now we actually know which clients and project types are profitable. Game changer for pricing."
"Automate the Boring Stuff"
David, 25-person full-service agency
"Three simple workflows save us 10 hours/week: overdue payment reminders, task completion notifications, and weekly client summaries. Set it and forget it."
"Customize Your Language"
Amanda, 12-person branding agency
"We renamed 'Projects' to 'Engagements' and 'Tasks' to 'Actions' to match how we talk. Small change, but team adopted much faster when it felt like 'ours.'"
"Portal = Competitive Advantage"
Chris, 40-person digital agency
"We demo the client portal during sales pitches. Prospects see transparency and professionalism other agencies don't offer. It's closed multiple deals."
Your First 90 Days
Days 1-7: Foundation
Days 8-14: Soft Launch
Days 15-30: Team Adoption
Days 31-60: Client Portal
Days 61-90: Optimize & Scale
Day 90: Celebrate! 🎉
Getting Continued Help
Resources
Documentation:
These Agency OS guides
Full Noloco documentation
Video tutorials
Community forum
Support:
Noloco support team
In-app help
Nola AI assistant
Implementation partners
Community:
Connect with other Agency OS users
Share tips and customizations
Learn from others' experiences
Contribute your own insights
Final Thoughts
Remember:
Perfect is the enemy of good
Start simple, add complexity only as needed
Consistency beats perfection
Train your team well
Listen to feedback
Iterate and improve
Celebrate wins
You've got this!
Agency OS gives you the tools. You bring the discipline, habits, and culture. Together, they create an agency that runs smoothly, delivers excellently, and scales sustainably.
Welcome to the Agency OS Community: You're now part of a growing number of agencies using modern systems to deliver great work. We can't wait to see what you build!
Related Guides
Getting Started - If you're just beginning
Your First Steps - Hands-on tutorial
Customizing Your Agency OS - Making it yours
Client Portal - Portal best practices
Questions? Reach out to [email protected] or ask Nola for help!
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