Operations AutomationStop losing customer issues in email and WhatsApp
- Turn messy email and WhatsApp complaint handling into a tracked, SLA-based workflow using Google Workspace
- Structured intake forms route issues to the right owner with automatic priority assignment and SLA deadlines
- Automated escalation ladder sends warnings at 80% SLA, escalates at breach, and logs every action for accountability
- Optional AI layer summarizes complaints, suggests categories, drafts responses, and produces weekly insight reports
The work, in detail.
We build lightweight, SLA-driven escalation and ticketing systems for small and mid-sized businesses using tools they already have — Google Forms, Sheets, Apps Script, and Gmail. No expensive CX software needed. Your team gets a structured intake form, a live issue tracker with SLA enforcement, automated email notifications, and a clear SOP — all delivered in days, not months. Optional AI triage with Claude adds smart categorization, priority suggestions, and draft responses.
- Zero-software-cost escalation workflows
- SLA tracking with automated breach alerts
- Smart ticket routing and owner assignment
- Automated email acknowledgements and reminders
- AI-powered triage and response drafting
- Ops dashboard with breach metrics
The operations automation stack.
- 01
Escalation System Setup
From chaos to structured issue tracking in daysWe design and deploy a complete escalation workflow inside Google Workspace: intake form, ticket register, SLA rules, owner routing, and automated email alerts. Everything your team needs to stop losing customer and vendor issues.
- Google Form intake with structured fields
- TicketLog sheet with auto-generated IDs
- SLA configuration by priority and issue type
- Team routing matrix for owner assignment
- Email templates for acknowledgements and escalations
- Apps Script automation for the full lifecycle
- 02
Workflow Audit & Redesign
Fix the bottlenecks before you automateWe review your current complaint and vendor handling process, identify failure points, and redesign the workflow with clear ownership, timing rules, and escalation paths before building the system.
- Current-state workflow mapping
- Bottleneck and failure-point analysis
- SOP design with severity levels and SLA targets
- Escalation path definition
- Owner and backup assignment structure
- Implementation roadmap
- 03
AI-Assisted Triage
Let AI handle the repetitive classification workAdd a Claude-powered intelligence layer to your escalation system. AI summarizes long complaint text, suggests categories and priorities, drafts first responses, and generates weekly root-cause summaries — without becoming a dependency for core operations.
- Complaint text summarization
- Auto-category and priority suggestions
- Draft customer response generation
- Weekly root-cause analysis reports
- Trend detection across recurring issues
- SOP and documentation generation
- 04
Monthly Ops Support
Ongoing tuning and optimizationAfter deployment, we provide monthly retainer support: workflow reviews, SLA tuning, routing updates, email template changes, reporting enhancements, and small feature additions to keep your system performing.
- Monthly workflow performance review
- SLA target adjustment
- Routing and escalation rule updates
- Email template refinement
- Dashboard and reporting improvements
- Team training on triage and escalation
What clients have actually shipped.
- 01Mid-size E-Commerce Retailer
E-Commerce Complaint Resolution System
Built an escalation system handling delivery delays, refund disputes, and wrong-item complaints. Google Form intake routes to operations, finance, or logistics teams with P1-P4 SLA enforcement and automated breach alerts.
- 94%
- Issue Resolution Rate
- < 2 hours
- Avg Response Time
- 0 per month
- Missed Issues
- 5 days
- Setup Time
- 02Regional Logistics Operator
Vendor SLA Tracking for Logistics Firm
Replaced manual WhatsApp-based vendor follow-up with a structured escalation workflow. Vendor non-response and delivery delays now trigger automatic reminders and manager escalations based on configurable SLA rules.
- 89%
- Vendor Response Rate
- Down 72%
- SLA Breach Rate
- 100%
- Follow-up Automation
- Active
- Monthly Retainer
Who we work with.
- Google Workspace
- Google Cloud
- Anthropic
- n8n
- Make
"We were losing customer complaints in email threads and WhatsApp groups. CreativeMinds set up an escalation system in our existing Google Workspace in under a week. Now every issue has an owner, a deadline, and automatic follow-up. Our resolution rate went from about 60% to over 90%."
How we run an engagement.
- 01
Discovery
We learn the business, the constraints, and the real technical problem — workshops, stakeholder interviews, and competitive review. Most ambiguity gets resolved here.
- 02
Planning
A scoped roadmap with milestones, deliverables, architecture decisions, and the trade-offs we made and rejected. You get the document, not a slide.
- 03
Development
Senior-only delivery. Sprint cadence, transparent progress, continuous integration. No mid-project surprise about who is actually writing the code.
- 04
Delivery
Deploy, validate, hand off. Full documentation, monitoring in place, and a defined window of post-launch support to catch what only production reveals.
Start this engagement.
Tell us what you are trying to ship. We'll come back with whether we are the right team, what scope looks like, and what a 1-2 weeks engagement would cover.
What pairs with this work.
- 01ai
AI & Machine Learning
Enterprise AI solutions from intelligent copilots and RAG systems to predictive analytics and production-grade MLOps
- 02frontend
- 03cloud
Cloud Computing & Architecture
Multi-cloud certified solutions (AWS, GCP, Azure) with well-architected framework implementation
- 04cloud
Contact Center & BPO Solutions
Amazon Connect implementation, AI-powered customer experience, and managed contact center operations with delivery from our Lagos and Abuja offices