Operations & Workflow

Key Highlights

• Client Description: The client owns and runs a college access and success coaching company, helping first-generation, primarily Latino families navigate the entire college journey — from applications and financial aid to enrollment and ongoing academic support
• Industry: Personal services
• Business stage: Growth Stage (systematizing operations and expanding sales)
• Program: VA Fairfax Thrie
• Economic Development Outcomes: By making higher education guidance more accessible to first-generation Latino families, the company helps increase college enrollment, scholarship attainment, and long-term household income, contributing to upward socioeconomic mobility for the underserved communities.

The Challenge

The company encountered difficulties in scaling while maintaining a personalized, high-quality experience for families. Challenges included:

• Lack of clear, documented customer journey for coaches to follow, which risked inconsistencies in service delivery.
• Lack of formalized sales and training processes to recruit, onboard, and train a sales team.
• No scalable training resources to maintain quality as the company expanded into new markets and served more students

Services Sought: Customer Journey Mapping, Operational Training Manual, Sales Training Manual

What We Delivered

• Customer Journey Mapping & Operational Training Manual: Documented each phase of the customer experience (Awareness → Consideration → Purchase → Service Delivery → Renewal/Referral) and created a detailed coach training manual with scripts, data collection templates, and quality standards.
• Sales Training Manual: Designed a comprehensive sales guide covering lead generation, prospect management, objection handling, sales targets (10 clients/month quota), and commission structures. Provided tools for tracking KPIs, reporting, and follow-up procedures.

Client impact

Tacit knowledge formalized into consistent and scalable systems strengthens the company’s infrastructure for service delivery and sales processes. This allows company to serve more families, train additional coaches and salespeople, and expand revenue predictably and sustainably:

• Achieved operational consistency by standardizing coach and sales processes
• Enabled efficient onboarding of new team members through clear training resources.
• Improved conversion rates by equipping salespeople with structured scripts and tools.
• Increased client satisfaction by ensuring coaches could provide predictable, high-touch support from first contact through service completion and renewal.

Economic Development Outcomes

• Community & Ecosystem Impact: By making higher-education guidance accessible to first-generation Latino families, the company provides culturally competent, end-to-end support throughout the college journey. As a result, families make better-informed decisions, secure more grant aid, engage campus resources earlier, and persist to graduation at higher rates. Over time, these gains raise household income, improve financial resilience, and increase local spending and the tax base, supporting upward socioeconomic mobility in underserved communities.