For digital and marketing agencies
Clients judge the agency on the account manager they get. Wikidoc writes down how your agency onboards clients, delivers and reviews the work, trains every hire and freelancer on it, and records the checks before anything reaches the client.
Each service written down from brief to sign-off, with the steps in each tool recorded once, so a client gets the same service whoever is on the account.
A monthly reporting checklist for each client: data checked, insights written and the report reviewed by the account lead before it’s sent.
An onboarding program covering your clients, your tools and your QA standard, so a new account manager is ready without weeks of shadowing.
Each client’s preferences, approvals and history in one playbook, so a change of account manager is a change of person, not a change of service.
Example
A twenty-person agency loses a senior account manager in a busy quarter, with three clients each run their own way. The operations lead had already recorded the agency’s reporting process and launch QA, and each client’s preferences sat in a playbook. The new account manager finishes the onboarding program in the first week and runs the monthly reporting checklist with the operations lead as approver. The clients notice a new name on the emails, not a change of service.
Every account follows the agency’s method, so an improvement reaches every client, not just one manager’s.
Account managers and specialists learn the agency’s way from SOPs and a program, not from weeks of shadowing.
The checks before a launch or a report carry a name and a time, so mistakes are caught before the client sees them.
Each client’s playbook is written down, so a staffing change doesn’t turn into a reason to leave.
The creative part isn’t what you document. Briefing, setup, QA, approvals, delivery and reporting repeat on nearly every job, and that’s where the mistakes and rework happen. Writing them down protects the creative time.
No. Publish your standards and training in a portal. Freelancers sign in with their own email, read the SOPs and complete the training without taking a seat. They can view checklists there, but only workspace members run them.
Yes. Blur client names, figures and anything confidential in any screenshot before you publish. Client files stay in the tools they live in now.
No. Keep the tool that tracks tasks, time and deadlines. Wikidoc holds how the work is supposed to be done, who has been trained on it, and the record that the QA step happened.
