Overview

We worked with a UK-based health and social care provider to help them reach their PR and marketing goals, through the implementation of one of our Mixed Services packages. 

These packages allow organisations to pick and choose any number of our services – PR, PPC, SEO, photography, videography and design – in whatever combination it chooses, to maximise our skill and its potential.

This mix and match service means that the team at Conteur can become an extension of your team. 

Good off the bat, but even better when you find a workflow that works for everyone.

The team from the care provider – comprising a Head of Marketing and a communications assistant – worked closely with us across a wide range of projects, including campaign planning and day-to-day content development.

While the collaboration was productive, the process was initially far from streamlined. Email chains were excessive and often included duplicated or unclear instructions. Despite also using Microsoft Teams, there was frequent repetition of updates across platforms, leading to inefficiencies, missed steps, and frustration on both sides.

It quickly became apparent that without a centralised workflow, tasks were at risk of being duplicated, delayed or missed completely. We needed a more efficient and transparent system – one that could scale with our growing partnership and eliminate the friction caused by fragmented communication.

The Challenge

The communication loop between our team and the client’s marketing team was overloaded. Tasks were discussed in Teams and then re-confirmed via email. Important decisions and project updates were being lost in inboxes or buried in chat threads. Despite good intentions and engaged people on both sides, the lack of structure was impacting delivery.

This disjointed process was not only slowing things down but also adding administrative strain to the project. Our internal team was spending time clarifying instructions, duplicating notes, and managing multiple versions of the same conversation – time that should have been spent delivering quality work.

The Solution

Drawing from our own experience, we introduced ClickUp – a platform that had already proven highly effective for managing our internal workflows. The goal was to centralise communication, introduce visibility for both sides, and eliminate reliance on scattered email and chat updates.

After discussing the client’s needs, it was clear they were looking for two things: transparency and simplicity. They were eager to get started and had no reservations about using a new platform.

We implemented a dual-list system within ClickUp:

 

• • A private list for internal use, where our team could include detailed notes, internal reviews, and background communication.

• • A client-facing list that mirrored only the relevant details – deadlines, task descriptions, attachments, and updates.

These two lists were automated to stay in-sync. This allowed our internal team to operate with full context while the client team had a focused, clean view of their active projects. Sensitive agency notes and internal collaboration remained hidden, but all key milestones and updates were transparently shared.

No training was required – the client was already familiar with basic project management tools, so the adoption was immediate.

Implementation

The structure was built around clarity and ease of use. Each piece of work was added to the ClickUp board with a clear description, owner, and deadline. We encouraged the client to comment directly on tasks for approvals, feedback, or clarifications. This eliminated the need for lengthy email threads or separate meeting notes.

All conversations about a task were contained within the task itself – easy to track, easy to follow, and fully visible to everyone involved.

What made this particularly effective was the synchronised dual-list system. Internal collaboration could happen freely, without risk of exposing sensitive planning or commentary, while the client saw exactly what they needed – no more, no less.

Results

The transformation was immediate and highly effective. Email volume dropped significantly – from around eight per day to almost none. Microsoft Teams was phased out for project-related conversations entirely.

The client gained real-time visibility into the status of their projects. They no longer had to wait for email updates or status reports. They could simply log in and see where everything stood.

The quality of deliverables improved noticeably. Clearer communication led to fewer misunderstandings and faster turnaround times. Feedback was more structured and easier to act on, and the sense of collaborative ownership grew on both sides.

Perhaps most significantly, the working relationship evolved. Without the friction of disorganised communication, we were able to work as a unified team rather than two disconnected groups.

Reflections

This project proved that the right system doesn’t just improve processes – it improves relationships. With only a small investment of time up front, we were able to create a setup that eliminated unnecessary admin, increased transparency, and delivered real operational value.

There was no need for lengthy training or change management. With a clear structure and mutual commitment to working better, the transition was seamless.

What started as a frustrating email-heavy workflow became one of our most collaborative and efficient client relationships. It’s a perfect example of how thoughtful implementation – combined with the right tools – can lead to measurable improvements in both output and experience.