Ask HN: Best Workflow Management Tools for Scaling SaaS Operations?
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Hi, Systems & Processes consultant here, something to get you started would be looking into the platform, SmartSuite. It's a SaaS startup as well in the 51-200 employees range and they not only sell it B2B but actually use the platform themselves. They have a wide range of in-built templates to choose from so you can find what you need already pre-built and has API capability. It's a no-code platform so it's easy to navigate. You won't need a "champion" to help you all navigate this, a typical bottleneck I see. (choosing a platform with a high learning curve is usually a terrible idea).
There are many other platforms I can recommend to integrate but after doing this a while, I have come to realize that the higher the tech stack, the lower the efficiency rate. This is my reasoning behind just offering the suggestion, SmartSuite.
I always say what worked for one company may not work for yours, even if you're similar in industry. This is because the success of your systems will largely depend on the people it is serving, the leadership team and the people managing them. As you may know by now, people are a variable you can never control to get 100% standardized results.
Nonetheless, here are things I personally recommend to get you thinking ahead that have shown a high success rate:
1. Simplicity scales. I don't know what your tech stack looks like but from the other platforms you mentioned like Jira, for instance, which is a project management tool, you might wanna check first if you already have what you need on hand before migrating or incorporating another platform. 2. Limit features on your interface on whatever platform you choose so only what is needed is what is visible on their current screen. You can do this as you choose your views. These platforms often have all the features turned on when they get to your hands so it can be a source of overwhelm which is the last thing you want during a change. 3. I highly recommend visual mapping for all your systems- workflows, tasks etc for speed. You can do this in Canva or Miro. You need an external brain for your business that people can access without accessing you. 4. Have someone designated to actually handle your systems like a systems manager. Many times, as the business evolves, some systems become outdated and don't serve the business. You need someone to keep an eye on this so your current efficiency rate improves as you grow. Depending on the size of your company, I recommend going by this principle: the larger the company, the more distinct this job role should be. This person should be a direct report to your ops leadership so implementation aligns with strategic goals. Systems are a beast and not easy to manage when you have other job roles. 5. Every task needs to have a name, due date and relevant KPI attached to it. A step further is every KPI will also need to have a name attached to them. These will need to be automated to dump into a scorecard of sorts that will easily tell the team & leadership how your company is doing just by looking at it. Think very simple- if anyone, even a 6th grader, were to look at it, it should immediately communicate effectively visually. A good place to start is using the traffic light system so you can tell where the issues are so you can fix it. Remember, no name attached to all these things you're tracking means there is no accountability which is a great recipe for operational chaos. I hope you see why I was emphasizing that you need someone monitoring these otherwise you'll burn cash putting out foreseeable fires.
There's a lot more to speak on but these should get you started with setting up a good foundation. Feel free to reach out if you need more help!
There are many other platforms I can recommend to integrate but after doing this a while, I have come to realize that the higher the tech stack, the lower the efficiency rate. This is my reasoning behind just offering the suggestion, SmartSuite.
I always say what worked for one company may not work for yours, even if you're similar in industry. This is because the success of your systems will largely depend on the people it is serving, the leadership team and the people managing them. As you may know by now, people are a variable you can never control to get 100% standardized results.
Nonetheless, here are things I personally recommend to get you thinking ahead that have shown a high success rate:
1. Simplicity scales. I don't know what your tech stack looks like but from the other platforms you mentioned like Jira, for instance, which is a project management tool, you might wanna check first if you already have what you need on hand before migrating or incorporating another platform. 2. Limit features on your interface on whatever platform you choose so only what is needed is what is visible on their current screen. You can do this as you choose your views. These platforms often have all the features turned on when they get to your hands so it can be a source of overwhelm which is the last thing you want during a change. 3. I highly recommend visual mapping for all your systems- workflows, tasks etc for speed. You can do this in Canva or Miro. You need an external brain for your business that people can access without accessing you. 4. Have someone designated to actually handle your systems like a systems manager. Many times, as the business evolves, some systems become outdated and don't serve the business. You need someone to keep an eye on this so your current efficiency rate improves as you grow. Depending on the size of your company, I recommend going by this principle: the larger the company, the more distinct this job role should be. This person should be a direct report to your ops leadership so implementation aligns with strategic goals. Systems are a beast and not easy to manage when you have other job roles. 5. Every task needs to have a name, due date and relevant KPI attached to it. A step further is every KPI will also need to have a name attached to them. These will need to be automated to dump into a scorecard of sorts that will easily tell the team & leadership how your company is doing just by looking at it. Think very simple- if anyone, even a 6th grader, were to look at it, it should immediately communicate effectively visually. A good place to start is using the traffic light system so you can tell where the issues are so you can fix it. Remember, no name attached to all these things you're tracking means there is no accountability which is a great recipe for operational chaos. I hope you see why I was emphasizing that you need someone monitoring these otherwise you'll burn cash putting out foreseeable fires.
There's a lot more to speak on but these should get you started with setting up a good foundation. Feel free to reach out if you need more help!
What tools, frameworks, or custom-built approaches have worked for startups that have already gone through similar operational scaling challenges? Would love to hear your insights, experiences, and advice!