The 25-Point Efficiency Audit (That Found $300K in Hidden Revenue)

It's a US team managing a VA team: SMA's US-based client success/ops managers build the processes and manage ~300 Philippines-based staff so the owner isn't managing the whole thing and doesn't trade one problem for another.

Speed-to-lead is the first thing most contractors are failing at — SMA averages under 30-second response across accounts, multi-platform (website, Facebook messages, Next Door comments), because a lead untouched past the first minute loses value.

Accounts receivable over ~20 days is a process failure, not a people problem — a dedicated team with a daily/weekly/monthly checklist chases the money relentlessly instead of leaving $300K outstanding.

Offshore teams have no call reluctance: one HVAC client couldn't get two CSRs to make 50 maintenance calls/week; SMA made ~1,400 outbound calls in the first three weeks, and a well-built process yields 150-200 rehash calls per person per day.

They know the industry's specific tools — Company Cam (e.g. the underused Showcase widget, ignored by ~90% of contractors), RoofR instant-quote, Project Map It, Proline — and use them to their full potential rather than at 5-50%.

The onboarding audit covers ~25 tasks in four buckets (sales & marketing, pre-production & operations, financial management, insurance/admin); about half surprise the owner as things not even on their radar.

Pricing: a two-person team runs ~$6,000/month ($20/hr + $17/hr, billed bi-weekly) with the entire US management/QC layer included; VAs can also handle personal/executive-assistant tasks, and the ideal client is around $3.5M revenue — accents don't matter when the rep knows your business.