When and Why to Migrate Your CRM from Google Sheets vs Airtable CRM: A Practical Case Study
Every business starts somewhere. Very often, the first customer database lives in a simple Google Sheets file. Using Google Sheets as a CRM is like “riding a bicycle” for the first time. It is cheap, easy to handle, and perfect for a start. (I still remember: when I launched my first agency in 2018, I […]
When AI Agents Cost More Than They’re Worth: A Lesson from a Real Project
🎯 The Challenge Today’s article comes directly from my practice – from a project that made me fundamentally rethink how I approach automation with artificial intelligence. And no, this isn’t about a technical failure. This is about a crucial insight: sometimes the best solution is NOT to use AI. Let me tell you about a […]
Months of Unpaid Work and One Lesson That Changed Everything: How the HARDEN Method™ Was Born
My first major automation project was the moment I realized how critically important it is to define the project scope correctly from the very beginning. The client wanted “an automation for classifying tickets.” I thought: “Easy job, I’ll finish it in a week or two.” But after two days of work, I realized that: The […]
How We Transformed Customer Support for a 30-Year-Old Freight Company Using the HARDEN Method
Our first real-world success story: turning ticket chaos into automated efficiency
The Challenge That Every Growing Company Faces
Picture this: You’re running a successful freight forwarding business. Thirty years in the market, solid reputation, growing customer base. But there’s a problem that’s eating away at your team’s productivity.
Every day, hundreds of customer support tickets flood your Zendesk. Your agents spend hours just figuring out where each ticket should go. A booking confirmation gets mixed up with an urgent shipping issue. Documentation requests sit in the wrong queue for hours. Your customers wait longer than they should, and your team feels overwhelmed.
Sound familiar?
This was exactly the situation our client faced when they reached out to us. And it became the perfect testing ground for our newly developed HARDEN Method for Automations.
But let’s dig deeper into what this really looked like before we stepped in.