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 scattered: 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. Bookings are captured, the subscriber is moved into the Booked segment, a sequence fires, 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 callout that names 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 trigger, action, and purpose so a new operator can trace exactly what fires 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-match edge case and the daily manual check that covers it until the form enforces the same email used at booking.
Why It Matters
Most small businesses have automations that were built quickly and then left to run. They work, but only one person knows how. The first time something breaks, or the first time a new person joins, the whole system has to be rediscovered from screenshots and Zap logs.
Building the automation cleanly is the first step. Documenting it in the same place is what keeps it usable. It takes an afternoon to write and pays back the first time the team hands the system to someone new.
An automation that isn't documented is one team change away from being a mystery.
Tools Used
Who This Is For
This case study is worth reading if you are:
- ●A coach or service business with a booking flow that works but only lives in one person's head
- ●A team about to bring on a new operator or virtual assistant and needing to hand over the system cleanly
- ●Anyone running Zapier or Make between a booking tool, an email platform, and a form and losing track of what fires when
- ●A business that has known edge cases in an automation and needs them written down where the team will see them
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