The ScaleReady Sprint is a 30-day deep dive into your customer experience and internal systems—designed to align your teams, reduce support chaos, and stop revenue from leaking out the back of your business.

Who the Hell Am I and Why Should You Care?

Hi, I’m Caroline.

I’ve spent over 20 years leading CX and ops across service-based businesses—building teams, fixing systems, and scaling messy backends into something that actually works.

I’ve run my own businesses, led high-performing teams, and most recently spent five years at Shopify leading CX and ops—where I built scalable support systems, improved NPS, and dealt with the chaos of misaligned teams and overpromising sales funnels.

Before that? I ran a six-figure dog daycare (yes, seriously), led service teams across multiple industries, and turned operational headaches into growth engines.

Why does that matter?

Because I’ve lived the mess you’re in:

  • Sales promising the mood
  • Support buried in tickets
  • Devs in another dimension
  • Everyone stepping on each other's toes

Now I help fast-growing businesses fix that mess—fast.

The result?
Aligned teams. Happier customers. Systems that scale.

Your Customer Experience Shouldn’t Be Held Together by Slack Threads and Hope

  • Where Your at:

    where Your at

    • Your Sales team is promising things Support can't deliver.
    • Support is buried in tickets from confused customers.
    • Your Account Managers are firefighting instead of building relationships.
    • And your operations? They’re duct-taped together with “just for now” fixes you forgot to revisit six months ago.

  • Sound Familiar?

    When customer-facing teams aren’t aligned, businesses bleed money—through churn, low NPS, missed upsells, and frustrated team members walking out the door.

  • Here’s what that misalignment really costs:

    Customers get bounced between teams, and no one takes ownershipSupport teams are overworked, undervalued, and underperformingSales overpromise just to close the deal—and Support pays the priceImportant details get lost between handoffs, causing friction and churnAccount Managers don’t have the time or tools to build meaningful relationships

    The cost of broken systems isn’t just team stress. It’s churn, chaos, and missed revenue.

It's not a people problem. It’s a systems problem. And it’s fixable—fast.

Introducing the ScaleReady Sprint

A 30-day done-with-you programme to align your customer-facing teams, clean up your operations, and fix the leaks in your customer journey—for good.

This isn’t a course. It’s not a strategy deck either.

The ScaleReady Sprint is a hands-on, practical, “we're fixing this together” experience.

I work with you and your team to spot where things are breaking down—and help you install systems that actually scale.

In 30 days, you’ll go from reactive to aligned.

From chaos to clarity.

From “we’ll deal with that later” to “why didn’t we do this months ago?”

What’s Included:

  • CX Audit & Discovery

    We start with a deep dive into how your customer journey actually works.

    ~

    That means mapping the customer journey, identifying gaps, reviewing tools, and figuring out where things are falling apart—or already have.

    ~

    In week 1 we Audit your CX Systems, review your team roles and comms, analysis of customer handoffs and breakdown of major friction points

  • Team Alignment Workshop

    This is where we stop the Slack tag chaos.

    We get Sales, Support, AM, and Dev etc aligned—so everyone knows who owns what, how info flows, and what the customer actually experiences.

    ~

    In week 2 I'll speak with your teams, get clear roles + responsibilities mapped, handoff processes clarified, as well as some earaly quick wins implemented.

  • Systems, SOPs & Automations

    Now we clean house.

    We fix the processes slowing your team down, document what matters, and recommend (or implement) smarter workflows, tools, and automations.

    ~

    In week 3 we will be creating custom SOP's where needed, recommend tool updates, create workflow optimisations, and AI or automation suggestions that don't break your soul.

  • Final Fixes & Retention Strategy

    By now, we know where the gaps are—and how to fix them.

    We build a 90-day Retention & Growth plan so you don’t fall back into the mess, and highlight where you could improve retention, reduce churn, and find untapped revenue.

    ~

    You’ll leave with clarity, structure, and a plan your whole team can follow.

30 days. Zero fluff. Maximum impact: Because your business deserves a customer experience that actually works.

Is the ScaleReady Sprint Right for You?

  • This IS for you if....

    The ScaleReady Sprint is built for growing SaaS and service-based businesses making between £500K–£10M who are starting to feel the cracks in their customer journey.

    ~

    Your noticing things like...

    • Your support team is overwhelmed, your AMs are firefighting, and sales keeps vanishing after the handoff
    • You’ve grown fast, and your CX is showing cracks
    • You want to scale with structure, not just throw more people at the problem
    • You’re ready to work side-by-side to install systems that actually stick

    ~

    If you’re not sure if this fits your team or stage—just ask.
    I’ll be honest if it’s not the right fit (and point you somewhere better if so).

  • This Sprint isn't for you if...

    • You think a tool will solve your team alignment issues
    • You’re not ready to look honestly at what’s not working
    • You want another “CX strategy deck” to file away and ignore
    • You’re not willing to include your team in the process
    • You’re still using “just vibe it” as your customer service playbook

    ~

    That said—if you’re not quite at £500K but you’re serious about growth, committed to building a better customer experience, and ready to get your internal systems sorted before scaling... this could still be the right move.

    Reach out and we’ll figure out if the Sprint makes sense for where you are now.

What You’re Probably Wondering (But Haven’t Asked Yet)

Do I need a full team for this to work?

Nope.

If you have any customer-facing roles—sales, support, account management, client success—then you’ll benefit.

If you’re doing it all yourself and know you need systems before you hire, even better.

We already have tools and SOPs—will this just tell us stuff we know?

Only if what you know is working (and let’s be honest… if it was, you wouldn’t be here).

This Sprint doesn’t just give you theory—it identifies what’s actually breaking your systems and helps you fix it with a real plan, not more documents that never get used.

What if my team is too busy to do this?

Perfect.

Because this Sprint exists to make them less busy.

We work with your team’s reality—not around it—to reduce firefighting and repetitive tasks by building systems that actually support your people.

Do you train our team?

Yes—when needed. Some Sprints involve working directly with your team to implement a process or coach them through changes.

This isn’t about handing you a strategy doc and disappearing.

If your team needs support making the shift stick, I’ve got you.

Do I have to do homework or implement things myself?

You’ll be part of the strategy, not the busywork.

I’ll give you custom templates, frameworks, and tools you can drop into your business straight away.

You (or your team) will handle implementation—but I’ll guide you through every step.

Is this just a fancy way of saying 'CX coaching'?

Nope.

This is not mindset work.

It’s not a course.

It’s not theory.

This is CX surgery—hands-on, strategic, systems-focused support to stop the chaos and help your team function again.

Can you do this for my agency / product-based business / non-SaaS team?

If you’ve got customers, a customer journey, and a team that interacts with them—yes.

I’ve worked with e-commerce, service, and SaaS teams alike.

The core problems are the same. I just solve them faster.

Can you customise this for our business model?

Yes. SaaS, services, hybrid, even some product businesses—if you’ve got customers and teams trying to keep them happy, I can help.

Every Sprint is tailored to your structure, not just copy-pasted from the last one.

What happens after the 30 days?

You get a 90-day action plan with all your next steps, clear recommendations, and tools to keep the improvements rolling.

But if you want extra support? I offer a 90-day add-on where I stick around to help with implementation, train your team, and make sure the plan doesn’t die in Google Drive.

Think of it as having a CX/ops partner on call—without hiring full-time.

What if we don’t have 30 days of problems?

Great—then the Sprint will be fast, focused, and incredibly efficient.

But in my experience?

Even well-run teams are often carrying hidden friction, messy handoffs, or silent revenue leaks they just haven’t spotted yet.

The Sprint isn’t just for businesses on fire. It’s for smart teams who want:

  • An outside perspective before scaling further
  • Clarity around what's working (and what isn't)
  • A clean set of sustems that don't rely on hero employees
  • And yes- permission to stop guessing and just get it right

It’s like a CX and ops MOT:

If everything’s running beautifully, we’ll tighten a few bolts and you’ll walk away with a clean bill of health and a clear plan.

If something’s wobbling under the hood? We’ll catch it early and fix it before it blows up at scale.

What if my mess will take longer than 30 days?

It might. And that’s okay.

The Sprint is designed to give you clarity, alignment, and a game plan in 30 days—not to solve every single problem in one go.

You’ll walk away with:

  • A full audit of what's not working
  • Quick wins we can implement together
  • A clear 90 day roadmap for bigger fixes

If it turns out your situation needs more hands-on help, you’ll have the option to continue with a 90-day support add-on where I stay on to help implement, train, or even manage part of the process with your team.

Bottom line?

We start with 30 days of focus.

Then we keep going if you need it.

Do you sign NDAs or work under contract?

Absolutely. If you’ve got sensitive info, internal tooling, or a formal contract process, that’s no problem. I’m used to working with high-trust, high-integrity businesses.

Can you work with our timezone?

Yep. I work with global teams and can flex around time zones—within reason. We’ll lock in sessions that work for both sides. If async works better for your team, we can adapt to that too.

What do I need to prepare before we start?

Not much—just a willingness to be honest about what’s not working.

Once you're booked, I’ll send a short form to get the lay of the land.

You don’t need everything perfectly mapped out (that’s my job), but you do need to give me access to the right people and data so I can actually help.

Book Your ScaleReady Sprint

Limited Beta Pricing Now Open

We’re currently offering the Sprint at £1,500 for a limited number of early clients.

(That’s 50% off the full price, because you’re getting in before I put on a blazer and raise my rates.)

You’ll walk away with:

A full CX and ops audit

  • Team alignment sessions
  • Customised workflows + SOPs
  • A clear plan to fix the leaks and scale with confidence

It’s 30 days of high-impact, low-fluff support to turn your CX into a revenue driver.

Beta spaces are limited—as I do this work hands-on with every client.