We work with businesses of every size to solve operational problems.

Selected client work, founder-built ventures and prior experience. Fortune 100 work is anonymised.

  • Hair Cuttery
  • Cosmetic Avenue
  • Red Lotus Technologies
  • See Stella
  • Green Doors

Consumer booking · Client since 2020

Customers who wanted to book were being sent back to the phone.

The app was the main way people booked, and it was rated 2.5 stars. Every failed booking became a call to a location where someone was already serving a customer in the chair. The people who did not bother to call went elsewhere.

The problems were built into the platform rather than sitting on the surface. Patching screens would have spent a year proving it. We rebuilt the booking experience around the way the business already runs, and left its internal operations alone on purpose.

Booking volume doubled. 70,000 people use it every month, twice as many as before. Ratings went from 2.5 to 4.9 on iOS and 2.2 to 4.8 on Android.

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Customer journey · Melbourne cosmetic clinics

Customers knew what they wanted to change. The website expected them to know the treatment.

The journey began with an Instant Quote, which assumed people already knew which treatment to ask for. Customer interviews, staff feedback, call data and website traffic showed something different. People often arrived with a concern they wanted addressed or a goal they wanted to reach, not the name of a procedure.

A Treatment Finder was introduced that began with the customer rather than the service list. It helped people express what concerned them or what they hoped to achieve, then gave them a relevant way into a conversation with the clinic.

Lead-to-consultation conversion tripled. Within six weeks, the Treatment Finder had overtaken Instant Quote to become the website's number-one lead source.

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AI customer support · Founded and operated 2019 to 2023

The calls came at all hours, and most of them were not emergencies.

A property manager answers the phone whether they look after nine homes or nine hundred. A blocked toilet at eleven at night might be an emergency, or it might wait until Tuesday. The only way to find out was to pick up, and that is how evenings and weekends disappear.

We built AI customer support for the maintenance line. It answered, understood what the tenant was describing, worked out whether it was actually urgent, and took the details properly. Then it did the coordination: scheduled the job and hired a contractor to attend. This was 2019, on the conversational AI available at the time, years before any of this was easy.

It never decided a repair, never sent anyone into a home without the tenant agreeing, and any caller could ask for a person at any point and get one.

Nine property management companies ran their maintenance line on it. Property managers stopped answering the after-hours phone, and stopped arranging the visits that followed.

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AI-native operation · Founded 2023

The product team would ship something, and the marketing team would write about last month's version.

When a team is distributed, the shared picture lives in whoever happened to be in the conversation. Someone changes how the product behaves and the people writing about it find out later, or never. An experiment gets run and the result stays with the person who ran it. The usual fix is more meetings, which is a tax paid weekly forever.

We built a shared context layer instead: one living corpus of decisions, learnings and experiments. The team reads from it, and so do the AI agents working alongside them, under the same six rules about what counts as true. The agents are not consuming documentation. They maintain it.

The effect is that the business stays in step with itself. When the product changes, the person writing the next campaign is working from what is true today. When marketing learns something from customers, product can see it without being told.

A distributed team and its AI agents working from one current picture, maintained by the agents themselves under six written rules about what counts as true.

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Experience brought into Think Spherical · Five-market CX transformation

Five markets were telling one product story five different ways.

Different journeys, systems and teams had fragmented what should have been one coherent customer experience. Customers received incomplete or inconsistent information, making the product harder to understand and act on. At the centre, the business was maintaining dozens of journey variations instead of improving one connected model.

Using first-party data, existing research and direct market input, the team established what was working and where customers were dropping away. A shared CRM-led model then connected point-of-sale material, QR handoffs, websites, apps and loyalty journeys where relevant, supported by a technology stack harmonised with the central digital team.

Monthly churn fell 30% over three months against the starting baseline. Five markets adopted the shared model, and the transformation was delivered in four months.

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Specialist training · Client, 2020 to 2021

Training on the equipment meant having an expert standing next to you.

Some things cannot be learned from a manual. A soldier learning to sweep ground for buried explosives needs someone who knows the work watching how they move the detector and correcting them as they go. That does not scale, and the people qualified to do the correcting are the scarcest part of it.

We built the system that does the watching. It reads the detector while it is being used and shows the trainee exactly how they covered the ground: where they moved too fast, where they lifted the head, what they walked past. Tracking the detector head in real space meant reconciling four separate sources of information that were never designed to work together, accurately enough to be worth training on.

The effect was throughput. The same instructors could take roughly three times as many people through training, because the system carried the watching and they carried the judgement.

Roughly three times as many people brought up to standard by the same instructors. In service with the US Army as part of Red Lotus's counter-IED training system, and the product Red Lotus sold.

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Where it starts

Bring us the process that should work better.

We establish what is actually holding the business back before anyone proposes building anything.

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