Valentina Akpan: Founder of Rellatech, providing administrative and operations support to executives, founders, business owners and teams. Her background combines technical support, customer success, administration and operations.
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The Starting Point
The client runs an executive career and personal brand coaching business. They had a diagnostic booking process, but it was manual and spread across several tools. When bookings came in, the team added people to Flodesk by hand, and reminders depended on someone remembering to follow up.
They needed two things: a booking and intake automation that did not depend on someone remembering each step, and a single place the team could open to understand how it worked. I built the automation first, then documented it so a new team member could take it over without me walking them through it.
What I Did
I built the automation in Stan Store, Zapier, Flodesk, and Google Forms so that a booking would trigger the right subscriber segments, emails, and intake-form follow-ups. When a booking is captured, the subscriber is moved into the Booked segment, a sequence starts, and reminders go out if the form is not returned.
Once the automation was running, I wrote one scrollable reference page titled "Diagnostic Booking Automation, System Documentation" and added it to their site. It is a plain page rather than a dashboard, so the team can send a new hire to it and read the whole setup in one place.
The documentation page is in six sections: an overview with the four tools tagged, the end-to-end flow as four numbered steps, the three Zaps as cards with trigger, action, and purpose, the email sequence written out as a branching step list, a note on the daily manual checks, and a small reference table for the two Flodesk segments.
The most important part of the page is a highlighted note that explains the one known limitation of the setup. The automation matches people by email address, so if someone books with one email and fills the form with a different one, the system cannot link the two records. The daily comparison the team already does covers this until the form is updated to require the same email used at booking.
What Went Into the Page
One scrollable reference page
A single documentation page a team member can open, scroll top to bottom, and understand the whole booking system without a walkthrough.
Overview with tool tags
A plain description of what the automation does, with the four tools involved listed as chips: Stan Store, Zapier, Flodesk, Google Forms.
The booking flow in four steps
The booking path drawn out: booking captured, subscriber added to the Booked segment, sequence triggered, form submitted or reminders sent.
Three Zaps documented as cards
Each automation written out with its trigger, action and purpose, so a new operator can see what runs when a booking or form submission comes in.
Email sequence with branching
The three-email flow with wait steps and completion checks written as a step list, including the exit conditions and the reschedule note in the final email.
Callout for the known limitation
A highlighted note explaining the email-matching limitation and the daily manual check that covers it until the form requires the same email used at booking.
Why It Matters
Many small businesses have automations that were built quickly and then left to run, and often only one person knows how they work. When something breaks or a new person joins, the team has to work out the setup again from screenshots and Zap logs.
I built the automation first and then documented it in one place, so the team can keep using and maintaining it. The reference took an afternoon to write, and the team can give it to the next person who takes over the system.
With the setup written down, the team does not depend on one person to explain how it works.
Tools Used
Who This Is For
This case study may be useful if you are:
- ●A coach or service business with a booking flow that works, but only one person knows how
- ●A team about to bring on a new operator or virtual assistant who needs to take over the system
- ●A business using Zapier or Make between a booking tool, an email platform and a form, and losing track of what runs when
- ●A business with known limitations in an automation that need to be written down where the team will see them
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