IT and security
14 released templates. Each passed a check on test data; it is switched on in the panel by the director, and a person decides on every proposal. Example results are illustrative: the names and companies in them are made up.
AI supervisor
The problem it removes: No one checks what the AI tells customers.
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What it does: Reviews a sample of agent replies and reports risks.
What a person decides: Measures.
For whom: Owner, manager.
How to measure: Agent errors caught before reaching the customer.
Example result: “Situation: 50 agent replies checked this week: 46 with no issues, 2 risky — they promised production ‘in 3 days,’ which isn't in the company rules, and 2 more had a curt tone in reply to a complaint. Key point: a promised deadline is a direct claim risk if we miss it. Options: 1) add a saved answer with the exact production time — agents stop guessing; 2) forbid agents from naming deadlines — safer, but more handoffs to people. Recommendation: 1. Today: contact the 2 customers to clarify the deadline and add a saved answer about timelines.”
Employee access
The problem it removes: A former employee still has CRM access.
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What it does: Access rights, revocation on departure, suspicious logins.
What a person decides: Revoking access.
For whom: Manager.
How to measure: Open access for former employees.
Example result: “Situation: per the user export, Kim, who left on September 30, still has access to the panel and CRM; 3 administrators have manager rights their roles don't need; on October 4 at 03:12 someone logged in to Dinara's account from Shymkent. Key point: the former employee's access and the night login must be dealt with today. Options: 1) deactivate Kim and reset Dinara's password now — fast; 2) a full rights review over the week — thorough, but slower. Recommendation: 1 today, 2 this week. Today: the administrator deactivates Kim and checks Dinara's login.”
IT help desk for staff
The problem it removes: Small IT questions distract everyone.
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What it does: Answers from instructions and turns complex issues into tickets.
What a person decides: The final decision on the outcome.
For whom: Staff member.
How to measure: Time spent on small IT questions.
Example result: “The ‘Office-2’ printer usually comes back after a restart: turn it off with the button, wait 30 seconds and turn it on again, then select ‘Office-2’ in the print dialog. If that doesn't help, reply ‘didn't help’ and I'll pass a ticket to the administrator, who'll come by today.”
Integrator
The problem it removes: Data migration drags out the rollout.
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What it does: Connects 1C, Kaspi, banks and the CRM.
What a person decides: Field mapping.
For whom: Manager.
How to measure: Time to connect.
Example result: “Situation: the 1C export has 14 columns and 2,300 rows; 11 columns match customer card fields, 3 don't. Key point: the ‘Counterparty’ column holds both sole proprietors and LLPs, and 180 rows have no phone. Options: 1) split by the BIN/IIN field — accurate, but 40 rows lack it; 2) import everyone as companies and fix later — fast, but means manual work later. Recommendation: 1, with the 40 rows done by hand. Today: test the mapping on 3 records and approve the rule.”
CRM data hygiene
The problem it removes: Duplicates and empty fields.
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What it does: Finds duplicates and gaps and suggests merges.
What a person decides: Merging.
For whom: Manager.
How to measure: Duplicates and empty records.
Example result: “Action: merge 18 pairs of duplicate leads (same name and question, created within a day — list below) and fill in the source on 42 leads that lack one. Impact: the channel report becomes accurate, and reps won't call the same customer twice. Risk: namesakes — check pairs with different cities by hand. Fallback: nothing changes until a merge, and every merge is done by a person.”
Backups
The problem it removes: Backups are never tested.
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What it does: Checks that backups exist and can be restored.
What a person decides: Actions.
For whom: Manager.
How to measure: Days without a verified backup.
Example result: “Situation: per the backup log, there are backups for 7 nights, but the 1C database backup for October 3 is half the usual size; there's been no test restore in 40 days; all backups sit on the same machine as the database. Key point: if that computer fails, both the data and the backups are lost. Options: 1) also back up to external storage — reliable, low cost; 2) just test a restore now — fast, but the risk remains. Recommendation: 1, plus a test restore this week. Today: find out why the October 3 backup is smaller.”
Phishing and scams
The problem it removes: Staff get scammed by calls and emails.
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What it does: Warns about suspicious messages.
What a person decides: The final decision on the outcome.
For whom: Staff member.
How to measure: Fraud incidents.
Example result: “Category: fraud or phishing — don't reply, report it to the administrator. Why: the ‘bank security team’ is asking for an SMS code — a real bank never asks for it; the number doesn't match the one on the card; they're pushing urgency: ‘your account will be blocked in 10 minutes.’ What to do: don't reply, don't click the link, report it to the administrator.”
Data breach response plan
The problem it removes: In a data breach, panic costs more than the breach itself.
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What it does: A plan for the first hours after a breach: what to lock down, who to notify, and what to tell customers — per company rules.
What a person decides: Notifications and the customer message.
For whom: Manager.
How to measure: Time to contain the breach.
Example result: “Action: in the first hour, change the CRM passwords and revoke the fired administrator’s access; the data protection lead notifies the boss within 2 hours, as the security policy requires. Impact: the leak stops. Risk: telling customers before the scope is known may scare them for nothing. Fallback: if the breach isn’t confirmed, tell staff their access has been restored.”
Website brief
The problem it removes: After the first call about a website, the manager has scraps of notes, and half the questions get asked twice.
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What it does: From notes on the first call with a client, puts together a website brief: goal, pages and features, payments and integrations — Kaspi, WhatsApp, 2GIS — timeline and budget, plus a list of questions still open.
What a person decides: Project estimate and timeline.
For whom: Studio manager, client.
How to measure: Projects with no repeat calls about the brief.
Task status for the client
The problem it removes: “When will it be ready?” — the client asks in chat, and the manager goes to ask the developers.
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What it does: From the task tracker export, tells the studio’s client what’s happening with their tasks: done, in progress, or waiting on the client, when it will be ready, and what’s needed from them.
What a person decides: New deadlines and changes to scope.
For whom: Studio client.
How to measure: Client questions about deadlines.
Example result: “Aidana, the order form fix is already on the test site — please check it via the link. Moving the catalog is in progress with the developer, due October 30. The homepage banner is waiting for a high-quality image from you.”
Estimate for an add-on
The problem it removes: A client asks for a “small change” and gets the estimate a week later — or with no explanation of what’s in it.
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What it does: From the client’s request and the developer’s breakdown, writes the client an estimate for the add-on: what we’ll do, how many hours and what it costs per the breakdown, the timeframe, and what’s not included.
What a person decides: Price and timeframe for the client.
For whom: Studio client.
How to measure: Approved estimates.
Domains and hosting: what to renew
The problem it removes: A client’s domain expired on Friday evening — the site and email went down, and the studio found out from the client.
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What it does: From the domain and hosting register, shows which clients’ domain, hosting, or certificate expires within a month, what renewal costs, and whom to contact first.
What a person decides: Renewing and paying on the client’s behalf.
For whom: Studio head.
How to measure: Client sites that went down over renewals.
Website support: reply to the client
The problem it removes: Studio clients write “leads aren’t coming in” and “how do I change a price,” and developers get pulled away for the same things.
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What it does: Answers the studio’s clients’ common website questions — leads not arriving, how to change prices, the site not opening — per the studio’s instructions, and files anything complex as a ticket for a developer.
What a person decides: Work beyond the support contract.
For whom: Studio client.
How to measure: Questions closed without a developer.
Example result: “Arai, prices are changed in the admin panel: Catalog → the product → the Price field → Save, and the site updates right away. If you need to change many prices at once, send us a spreadsheet and we’ll upload it under your support plan.”
Certificate of completed work
The problem it removes: At month’s end, completion certificates are written by hand from memory — and the client sends them back with questions.
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What it does: From the month’s closed tasks and the contract, drafts a certificate of completed work: a plain-language list of work, the period, the contract amount, and the parties’ details — ready to sign.
What a person decides: Signing the certificate and the amount.
For whom: Studio accountant, client.
How to measure: Certificates signed without corrections.
Basis: product documentation; the platform code. This page describes what exists in this build, not what is planned.