Client Stories
Agency leaders describe what changed after restructuring intake, kickoff, and handoff practices.
What clients report
The accounts below come from marketing, brand, and communications agencies in Taiwan. Names and studio details are used with permission. Outcomes reflect each agency’s own circumstances — your results will depend on team capacity and how quickly you adopt recommended changes.
Testimonials
Our welcome pack was twelve pages long and nobody read it. The audit helped us cut it to three sections clients actually need: who to contact, what we need from them this week, and when the first review happens. Account managers finally stopped improvising the same speech on every kickoff call.
— Sandra Lo, Operations Manager, Brightline Creative (digital agency, 18 staff, Kaohsiung)
Linkflow did not pretend our problem was only paperwork. They pointed out that we had one account lead covering onboarding for six new clients in a month — no process would fix that alone. Still, the playbook gave us a realistic sequence we could hand to a junior coordinator. That alone saved us hours.
— Kevin Tsai, Founder, Tsai & Partners Design (brand studio, 7 staff, Tainan)
The workshop was uncomfortable in a useful way. Sales had been promising two-week kickoffs while production needed four. We agreed on a client-facing timeline we can both defend. I would have liked more time on retainer-specific onboarding, but the session covered project work well.
— Angela Feng, Client Director, Meridian PR Group (PR agency, 24 staff, Taipei)
We engaged implementation support after the audit and rolled out new kickoff steps on three live accounts. Two went smoothly; one client pushed back on the asset request deadline. Having a consultant review that call recording helped us adjust language without abandoning the whole approach.
— David Chen, Head of Accounts, Studio Kōen (marketing agency, 11 staff, Taichung)
Extended account: Forma Studio brand refresh onboarding
Agency profile: Eight-person identity studio in Taichung, mostly fixed-scope brand projects.
Challenge: New clients received a contract and then heard nothing for five to seven business days while the studio internally assigned designers and chased missing logo files.
Engagement: Onboarding Audit & Playbook (four weeks, remote).
What we did: Mapped the post-signature period, interviewed the founder and two senior designers, and rewrote the week-one client email sequence. Introduced a single shared checklist for asset requests with realistic deadlines tied to project type.
Outcome: Average time from contract to kickoff call dropped from eleven days to six over a three-month period. Managing Director Mei-Ling Huang noted that clients stopped sending “just checking in” emails in the first week — a small but telling sign that expectations were clearer.
Reservation: The studio initially resisted reducing their welcome PDF; we compromised by keeping a detailed appendix for complex rebrands only.