B2B health services · Trello Systems
“Trello replaced email chains as the single source of truth.”
— Operations Director, B2B health services, 20–30 staff
Who this client is
Do you see yourself here?
This client’s identity is confidential, their reality isn’t. Size, stage, sector and daily pressure are reported faithfully. If you recognise your own day-to-day in this portrait, you’re probably in the right place.
Type
B2B health services
Size
20–30 staff, hybrid
Stage
Post-COVID remote-first, process debt
Revenue
$3M–$6M annual revenue
The symptoms
What wasn’t working.
- 01
Every client file lived in a 40-email thread nobody wanted to reread
- 02
Status was always wrong because nobody could tell what the latest email said
- 03
New hires needed weeks before they could find anything
- 04
Compliance audits became expeditions through inboxes
Our approach
One board per client, one convention for everyone
We killed the email thread as a system of record and installed a Trello architecture everyone could read in 30 seconds.
- One board per client with a strict column convention
- Labels limited to 6, each documented
- Daily 10-minute standup reading directly from the board
- Email moved to a notification channel only, never storage
The outcome
From email graveyards to visible execution
Source of truth
BEFORE
Email threads
AFTER
Trello board
Onboarding to productive
BEFORE
3–4 weeks
AFTER
Under 1 week
Audit prep
BEFORE
Days of digging
AFTER
Hours of export
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