Case Studies
Real Businesses. Real Results.
See how we help SMEs build systems that scale - without reinventing what already works.
Every business featured here faced the same challenge: owner dependency limiting growth.
Using the SYSTEMology framework, we helped them document their critical processes, delegate with confidence, and create operations that work without the founder being involved in every decision.
Case Study 1: Alumni Tours
Industry: Tour Operations
Challenge: Owner dependency, unclear processes, difficulty delegating
Stage: Define & Assign (Steps 1-2 of SYSTEMology)
The Challenge
Adam, the founder of Alumni Tours, was trapped in the daily operations of his growing business. Every booking, every guide assignment, every customer communication ran through him.
Like many founders, he knew the business could scale - but only if he could step back from the day-to-day chaos.
Key pain points:
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All operational knowledge lived in the founder's head
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No standard way to brief guides or hand over booking information
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Customer communications were inconsistent
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Delegation felt risky without documented processes
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Growth meant more pressure on the owner, not less freedom
The Simpleris Approach
We introduced Adam to SYSTEMology, focusing on the first two steps: Define and Assign. We deliberately kept the work lightweight and achievable for a busy founder.
Step 1 - Define
Together, we identified the Critical Client Flow (CCF) - the journey that creates 80% of revenue. For Alumni Tours, this was:
"Private Tour Booking & Delivery"
We mapped the entire customer journey:
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How enquiries come in
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How customers are qualified
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How dates are confirmed
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How guides are assigned
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What information needs to be sent to both the client and the guide
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What happens after the tour
This created immediate clarity around the customer journey and exposed operational bottlenecks.
Step 2 - Assign
We identified who currently performs each step and who should own it in the future.
Key insights:
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Adam was doing far too many steps personally
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Some tasks (confirmations, guide communications, admin follow-up) could easily be delegated
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There was no standard way to brief a guide or hand over booking information
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Several activities needed clear templates to ensure consistency
This step alone showed Adam how the business could scale without increasing chaos.
Early Wins
Even at this early stage in the SYSTEMology model, Alumni Tours gained significant traction:
✓ Crystal-clear view of the most important revenue-producing process
✓ Visibility on hand-offs and where things often fall through the cracks
✓ Ability to see which tasks should be delegated to reduce founder workload
✓ A roadmap for creating booking templates, guide briefings, and consistent communications
✓ Renewed confidence that the business can grow sustainably without burning out the owner
"Just getting this mapped out makes everything feel clearer. I can actually see where the pressure points are - and how to fix them." - Adam, Founder, Alumni Tours
Next Steps
With the foundation in place, Alumni Tours is moving into the extraction stage - capturing how tasks are currently done, creating guide briefing templates, customer confirmation templates, and admin checklists. The business now has the structure to scale with confidence.
Case Study 2: Kent Scuba
Industry: Diving School & Retail
Location: Kent, UK
Challenge: Post-COVID recovery, owner dependency, limited operational structure
Stage: Define & Assign (Steps 1-2 of SYSTEMology)
Background
Kent Scuba is a well-established diving school based in Kent, offering scuba training, equipment sales, and first-aid instruction. Founded and managed by Colin "Sharpy", the business built a loyal customer base with healthy turnover before the pandemic.
Like many small service businesses, Kent Scuba's operations revolved entirely around its owner - meaning if Colin wasn't there, the business couldn't run.
The Challenge
Post-COVID recovery brought a new set of challenges:
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Owner dependency: All processes lived in Colin's head
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Limited structure: No written procedures for enquiries, bookings, or course delivery
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Difficulty delegating: Trust and quality concerns made it hard to hand over responsibility
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Operational pressure: Balancing multiple roles left little time to rebuild or plan ahead
"If I go away, the business closes because no one else can do it."- Colin Sharp, Owner, Kent Scuba
The Simpleris Approach
Martin introduced SYSTEMology, a structured framework to help small business owners document and delegate what already works.
At this stage, we focused on the first two steps of the seven-step model:
Define
We identified Kent Scuba's critical client flow, starting with the business's most valuable and repeatable process: the Open Water Course.
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This course generates the majority of revenue and acts as the entry point for most clients to Kent Scuba
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Mapping this flow created clarity around how customers discover, enquire, book, and complete training
Assign
We clarified who does what within that flow: from initial enquiry handling to instruction and certification.
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This step highlighted operational gaps, revealed where responsibilities overlap, and began shifting Colin's focus from "doing everything" to planning delegation
These first two stages laid the groundwork for the next phase - documenting, organizing, and integrating those processes into a repeatable system.
Early Wins
✓ Clarity on the most important process driving revenue
✓ Visibility of hand-offs between the owner and instructors
✓ Renewed confidence that the business can scale beyond one person
✓ A clear plan for moving into Step 3 (Extract) - capturing how the work is done
"With clear systems in place, I can see how it all fits together - and finally start letting go." - Colin, Owner, Kent Scuba
Next Steps
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Capture key operational knowledge (Step 3 - Extract)
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Centralize files and templates in Google Workspace
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Train instructors to follow standardized procedures for safety, first aid, and customer communication
Still Have Questions?
Most founders do. That's why I offer a Free Discovery Call - we'll explore your specific challenges and see if systemisation makes sense for your business right now.
Common Themes Across Our Clients
Whether you run a diving school, tour operation, or tech SME, the challenges are remarkably similar:
Before SYSTEMology:
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Owner is the bottleneck for every decision
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Processes exist only in people's heads
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Inconsistent customer experience
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Delegation feels risky
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Growth creates more chaos, not more freedom
After Define & Assign (Steps 1-2):
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Clear visibility on the most valuable processes
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Understanding of who does what (and who should)
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Roadmap for documentation and delegation
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Confidence that the business can scale sustainably
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Reduced owner dependency
Ready to Achieve the Same Results?
If your business is stuck because everything depends on you, the SYSTEMology framework can help you break through.
We'll identify your Critical Client Flow, map your most valuable processes, and create a clear roadmap for delegation—without reinventing what already works.
Book a free 30-minute discovery call to see how we can help your business scale with confidence.
No pressure. No pitch.
Just clarity on what systemisation could look like for your business.
Trusted by Innovative Startups and Growing Businesses
Unlock Scalable Growth with Proven Systems
At Simpleris Consultancy Limited, we specialise in helping startups build efficient, scalable business processes through the SYSTEMology framework. Our expertise lies in identifying and documenting the 20% of core processes that generate 80% of your business results. By streamlining operations and reducing reliance on owners or key team members, we empower you to step back from daily tasks and focus on growth. Let us systemise your business for sustainable success—no need to reinvent the wheel, just proven strategies that work.