Zixly Internal Operations Guide
⚠️ PARTIALLY OUTDATED: This document describes operational workflows that were built using the old n8n architecture. The conceptual data model and business processes remain valid, but the automation implementation details (n8n workflows) need to be rebuilt using Docker-based workflow services.
Status: Reference Document (Automation sections outdated)
Last Updated: 2025-10-25
Action Required: Rebuild automation workflows using webhook receiver + workers
Version: 2.0
Owner: Service Operations
Overview
This document explains how Zixly uses its own platform to run the Zixly service business. This “dogfooding” approach provides authentic expertise and continuous improvement of our service delivery capabilities while demonstrating the value of business automation to SME clients.
Note: The automation workflows described in this document reference n8n, which has been replaced with Docker-based workflow services. The business processes and data models are still accurate, but the implementation details need updating.
Internal Operations Architecture
Zixly Service Business Model
What We Track:
- Service Clients: SMEs using Zixly for business automation services (connecting Xero, HubSpot, Shopify, Asana)
- Service Revenue: Revenue from Business Automation Starter, Complete, and Enterprise packages
- Service Costs: Consultant time, tools, infrastructure costs, OAuth integration setup
- Service Metrics: Project velocity, client satisfaction, delivery efficiency, time saved for clients
- Sales Pipeline: Leads for business automation service contracts through our sales process
Data Model for Internal Operations
Tenant: Zixly organization (single tenant for internal use) ClientKPI: Service clients (businesses using Zixly services) Financial: Zixly revenue/expenses per client project LeadEvent: Zixly sales pipeline (leads for service contracts) CustomMetric: Internal KPIs (billable hours, project velocity, client satisfaction) Integration: Zixly’s own system integrations (Xero, Plane, Nextcloud, etc.) WorkflowMetadata: Internal pipelines for Zixly operations DataSyncStatus: Internal data sync health monitoring
Service Delivery Tracking
Project Management
What We Track:
- Active service projects by tier (Starter/Professional/Enterprise)
- Project completion timeline and efficiency
- Billable hours per project and consultant
- Service delivery quality metrics
Tools Used:
- Plane: Project management and task tracking
- Workflow automation: Automated project status updates
- Custom Metrics: Project velocity, delivery efficiency, client time savings
Financial Operations
What We Track:
- Service revenue by client and project type
- Operational costs (consultant time, tools, infrastructure, OAuth services)
- Profit margins by service tier
- Cash flow and billing status
Tools Used:
- Xero: Accounting and financial management
- Invoice Ninja: Client billing and payment tracking
- Workflow automation: Automated financial reporting and Xero sync
Client Support
What We Track:
- Support ticket volume and response times
- Client satisfaction scores (NPS)
- Support efficiency metrics
- Client retention rates
Tools Used:
- Chatwoot: Client support and communication
- pipeline services: Automated support workflows
- Custom Metrics: Satisfaction tracking, response times
Sales & Marketing
What We Track:
- Lead generation and conversion rates
- Sales pipeline value and velocity
- Marketing campaign effectiveness
- Customer acquisition costs
Tools Used:
- Mautic: Marketing automation and lead nurturing
- pipeline services: Lead scoring and sales automation
- Custom Metrics: Lead velocity, conversion rates
Self-Hostable Stack Implementation
Core Tools in Use
- pipeline services (Automation Hub)
- Client onboarding workflows
- Time tracking automation
- Financial reporting workflows
- Support ticket automation
- Plane (Project Management)
- Service delivery project tracking
- Task management and team collaboration
- Project templates for service tiers
- Resource allocation and planning
- Nextcloud (File Management)
- Client project documentation
- Proposal and contract storage
- Team collaboration files
- Backup and version control
- Metabase (Business Intelligence)
- Service delivery dashboards
- Financial performance analytics
- Client satisfaction reporting
- Operational efficiency metrics
- Chatwoot (Client Support)
- Multi-channel client support
- Support ticket management
- Client communication history
- Support team collaboration
- Invoice Ninja (Billing)
- Client invoicing and billing
- Payment tracking and reminders
- Financial reporting
- Recurring billing automation
- Mautic (Marketing Automation)
- Lead generation and nurturing
- Email marketing campaigns
- Lead scoring and segmentation
- Marketing analytics
Integration Architecture
pipeline services as the Central Hub:
- Connects all tools via APIs and webhooks
- Automates data flow between systems
- Provides custom business logic and workflows
- Handles error handling and retry logic
Data Flow:
Client Action → pipeline → Tool Integration → Database Update → Dashboard Refresh
Example Workflows:
- New Client Onboarding
- Client signs up → pipeline services creates Plane project
- pipeline services creates Nextcloud folder structure
- pipeline services sends welcome email via Mautic
- pipeline services updates financial records
- Time Tracking Sync
- Consultant logs hours in Plane
- pipeline services syncs to financial records
- pipeline services updates project profitability
- pipeline services generates client reports
- Support Ticket Automation
- Client submits ticket in Chatwoot
- pipeline services creates task in Plane
- pipeline services notifies team via Slack
- pipeline services tracks response time metrics
Key Performance Indicators
Service Delivery Metrics
Project Velocity:
- Projects completed per month
- Average project duration by tier
- On-time delivery percentage
- Project profitability by tier
Client Satisfaction:
- Net Promoter Score (NPS)
- Client retention rate
- Support response time
- Client feedback scores
Financial Performance:
- Monthly recurring revenue (MRR)
- Revenue per consultant hour
- Profit margins by service tier
- Client lifetime value
Operational Efficiency:
- Billable hours utilization
- Consultant productivity
- Support ticket resolution time
- Marketing ROI
Dashboard Views
Service Delivery Dashboard:
- Active projects by tier
- Project completion timeline
- Billable hours utilization
- Client satisfaction trends
Financial Dashboard:
- Revenue by service tier
- Profit margins and costs
- Cash flow and billing status
- Client profitability analysis
Sales Pipeline Dashboard:
- Lead generation and conversion
- Pipeline value and velocity
- Sales cycle length
- Marketing campaign effectiveness
Operations Dashboard:
- Support ticket metrics
- Team productivity
- System health and sync status
- Workflow automation status
Benefits of Internal Operations Platform
For Zixly Business
Operational Excellence:
- Automated service delivery processes
- Real-time visibility into operations
- Data-driven decision making
- Continuous process improvement
Client Service Quality:
- Faster response times
- Better project tracking
- Improved client satisfaction
- Proactive issue resolution
Business Growth:
- Scalable operations
- Efficient resource utilization
- Better financial management
- Data-driven business development
For Client Demonstrations
Authentic Expertise:
- Real-world implementation experience
- Proven ROI and business value
- Live system demonstrations
- Genuine use case examples
Credibility:
- “We use these tools to run our own business”
- Actual metrics and performance data
- Continuous improvement stories
- Authentic success stories
Competitive Advantage:
- Unique positioning in the market
- No competitor can make the same claim
- Continuous innovation through daily usage
- Real-world problem solving experience
Implementation Roadmap
Phase 1: Foundation (Weeks 1-4)
- Schema transformation for internal operations
- API endpoints for service business metrics
- Documentation updates
Phase 2: Core Tools (Weeks 5-8)
- pipeline services deployment for internal automation
- Plane for project management
- Nextcloud for file management
Phase 3: Business Intelligence (Weeks 9-12)
- Metabase for analytics and reporting
- Enhanced monitoring and dashboards
- Service-specific metrics tracking
Phase 4: Communication & Billing (Weeks 13-16)
- Chatwoot for client support
- Invoice Ninja for billing automation
- Complete service delivery automation
Phase 5: Marketing & Advanced (Weeks 17-20)
- Mautic for marketing automation
- Advanced operational capabilities
- Full stack integration
Phase 6: Optimization (Weeks 21-24)
- Performance optimization
- Advanced dashboards
- Case study documentation
Success Metrics
Internal Operations Success
Efficiency Gains:
- 50%+ reduction in manual administrative work
- 90%+ client satisfaction scores
- 80%+ billable hours utilization
- 95%+ invoice payment within 30 days
Business Impact:
- Improved service delivery quality
- Faster client onboarding
- Better financial management
- Enhanced team productivity
Client Demonstration Value
Credibility Metrics:
- Live system demonstrations
- Real performance data
- Authentic use case examples
- Continuous improvement stories
Competitive Advantage:
- Unique market positioning
- Authentic expertise
- Real-world implementation knowledge
- Continuous innovation
Conclusion
The Zixly internal operations platform demonstrates the power of “eating your own dogfood” by using the same tools and workflows we recommend to clients. This approach provides authentic expertise, continuous improvement, and a unique competitive advantage in the market.
By running our own business on the self-hostable SME stack, we can confidently recommend these tools to clients, knowing they deliver real business value and operational excellence.
Document Version: 1.0
Last Updated: 2025-01-27
Owner: Zixly Service Operations
Review Cycle: Monthly