What did your agency’s processes look like before covid? What part of the process did you find to be absolute gold, the game changer, the thing that made it work and work so well?
And what part of the process was it that failed the most and why? How you navigate around the pitfalls of the process?
And how have your processes changed (for the better or worse) during Covid?

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You're asking for quite a lot.
In my experience briefing goes well, status is a mixed bag, time tracking / reconciliation / billing is a slog. If briefing goes poorly, everything else goes poorly.

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