FAQ: Everything You Need to Know About Working with The CollabHub

We position ourselves as your strategic back-office partner, not a faceless outsourcing firm. Here’s how that works for you:

• Systemization Over Staffing: We design and implement repeatable systems—SOPs, templates, workflows—so that your day-to-day processes run smoothly. You can choose to execute them in-house (DIY) or let us handle it.
• Dedicated, Named Resources: For ongoing support, you’ll have one primary specialist (and a named backup) who becomes intimately familiar with your processes. We never rotate random individuals onto your account. If a resource change is needed, we provide a free lifetime replacement.
• Manager Oversight: Every engagement includes a dedicated manager who oversees quality, ensures SOP compliance, and serves as your escalation point. You always know who is working on your account and who manages them.
• Cost-Effective Alternative: Whether you need a one-off fix, a pilot project, or ongoing retainer support—our model lets you scale up or down without the burden of payroll, benefits, or training new staff.

1. Discovery & Mapping Call: A 30–60-minute call to understand your current tools, data flows, and goals.
2. Access & Permissions: You grant secure, limited-scope access (sub-accounts or shared folders) in your environment—Google Workspace, Microsoft 365, or your CRM/financial platform. No data is stored locally.
3. SOP Documentation: We draft a detailed SOP outlining how we log in, which folders we use, file naming conventions, and folder structure. You retain control—everything remains in your cloud environment.
4. Pilot or Quick Win Execution: If you start with a pilot, we demonstrate the process in two real examples (e.g., two client meeting preps or two bookkeeping cycles).
5. Ongoing Checkpoints: During the first 2–4 weeks, we hold regular touchpoints to ensure seamless integration and adjust SOPs as needed.

Primary Specialist: You’re assigned one dedicated specialist who performs the bulk of tasks and learns your SOPs, naming conventions, and preferred tools.
Named Backup: A second specialist serves as a backup and is familiar with your processes—ensuring continuity if your primary takes leave.
Dedicated Manager: Oversees both specialists, conducts quality reviews, and acts as your escalation point.
Quality & Security Team (Behind the Scenes): Ensures deliverables meet internal standards and compliance with SOPs; they do not directly handle your account unless requested.

You always know exactly who is working on your account. If you’re ever unhappy with a resource, you can request a free replacement at no extra charge.

We maintain a multi-layered security framework:

• Need-to-Know Access: Only your assigned specialist(s) ever see your data; no one else on our team has access without authorization.
• Company-Issued Devices: Every collaborator uses a CollabHub-issued laptop with:
  • Enforced web filters (no personal social media)
  • Disabled USB ports (no external drives)
  • Full disk encryption and centrally managed antivirus
  • Connection exclusively to a protected, monitored Wi-Fi network
• IT Audits & Controls: We run random quarterly audits to verify no unauthorized software installs or data exfiltration.
• Background Checks & NDAs: Every team member undergoes a thorough background check and signs a strict NDA. Any breach triggers legal consequences under applicable IT and privacy laws.
• No Local Data Storage: All work happens inside your cloud environment (Google Drive, Dropbox, Xero, etc.). Files are never stored on our machines.
• Secure Communication: We use encrypted email (TLS) or your approved project-management channels (Slack, Teams) for all file transfers and messaging.

You can review our written SOP for data handling at any time, and we provide periodic attestation reports on access logs if your platform supports it.

1. Kick-off Call: We confirm scope, tools, access, and deliverables.
2. SOP Drafting: We document your current workflow in detail and propose an optimized system.
3. Access Setup: You grant limited user roles or shared folders; we verify permissions.
4. Pilot or Quick Win: We run two live examples to prove out the process (e.g., two meeting preps or two bookkeeping cycles).
5. Documentation & Training: We deliver final SOPs, folder structures, and optional Loom walkthrough videos.
6. Transition to Ongoing: Once the pilot or quick win is approved, you choose between DIY or our ongoing execution model.

Throughout onboarding, you have direct access to your dedicated manager for any questions or tweaks. After completion, we hold a “handover review” to confirm you’re fully comfortable.

We offer three flexible engagement models, each designed to suit different needs:

Hourly-Based On-Demand Support

• Ideal for: Ad-hoc tasks (e.g., a CRM cleanup, a one-time data migration, or a short-term spike in client onboarding).
• How it works: You provide a scope; we estimate hours; we deliver. You can pause or cancel with no long-term commitment, but a minimum 10-hour monthly commitment applies. Any SOPs or templates remain yours to keep.

Pilot Systems (One-Time Setup + Optional Ongoing Execution)

• Ideal for: Fixing a specific bottleneck (meeting prep, follow-ups, delegation, backend mapping).
• How it works:
  • Core Setup: We deliver the system (SOPs, templates, examples) for two real cases. You can then run it internally (DIY).
  • Full System: We expand that to cover all standard use-cases within the pilot’s scope (e.g., 10 meeting types or all recurring bookkeeping tasks).
  • Ongoing Execution (Optional): Once the system is built, you can have us execute it on a per-task basis (e.g., per meeting, per follow-up, per reconciliation).

Retainer / Monthly Support (Ongoing)

• Ideal for: Firms that want consistent daily support without hiring full-time.
• How it works:
  • We assign a dedicated specialist (and backup) to your firm for a set number of hours per day (e.g., 2 hrs/day).
  • You pay a flat monthly fee in exchange for those dedicated hours, which cover paraplanning, bookkeeping, admin, and other ongoing tasks.
  • You can add or reduce hours each month with seven days’ notice, with prorated billing.

All models include our Lifetime Resource Replacement Guarantee. If you’re not satisfied, we replace your specialist at no extra cost.

Each pilot focuses on a specific workflow pain point. You select one of our four pilot systems (for advisory or accounting) or request a small project-based pilot:

• Meeting Prep Engine (Advisory)
• Follow-Up Fixer (Advisory)
• Delegation Starter Kit (Advisory & Accounting)
• Scalable Backend Map (Advisory & Accounting)
• Project Pilots: CRM cleanup only, data migration, SOP audit & quick fix, etc.

You choose between:

• Option 1: Core Setup + DIY—We set up the system, deliver SOPs/templates, and implement two real examples. You take over internally afterward.
• Option 2: Core Setup + Ongoing Execution—After initial setup, you pay per case/task for us to continue executing (e.g., per meeting, per follow-up, per task).

Deliverables typically include SOP documents, templates, Loom walkthroughs, and two real example runs to prove the process.

1. Complete the Pilot: You see two live runs of the workflow in action.
2. Evaluate & Decide: Choose one of three paths:
   • DIY: You implement the system in-house based on our delivered SOPs.
   • Ongoing Execution: We continue running the system on a per-case/task basis.
   • Retainer: We assign a dedicated specialist for a set number of hours per day (e.g., 2 hrs/day).
3. Apply Service Credits (If Applicable): Any unused credits (up to $5,000) can be redeemed throughout the year toward retainer fees in chunks, with a minimum 30% payment at redemption.
4. Seamless Transition: We update your SOPs to include ongoing tasks and begin execution—no new onboarding needed.

• Retainer Clients: Adjust daily hours (e.g., 2 hrs/day to 4 hrs/day) with seven days’ notice—billing prorated.
• Pilot Clients: Purchase additional “Done-for-You” units (e.g., extra meetings, tasks, or SOPs) at our standard project pilot rates.
• Hourly Clients: There is a 10-hour minimum per month, but beyond that you can pause, resume, or cancel at any time. Any SOPs or docs we create remain yours.

• Weekly Snapshot (All Models): A summary email every Friday with tasks completed, hours logged, and flagged issues.
• Monthly Report (Retainer & Ongoing Pilots):
  • Task breakdown by category (paraplanning, bookkeeping, admin, etc.)
  • Estimated “hours saved” metrics (internal vs actual)
  <