Transforming Day-to-Day Operations | The Remote Assistant

Case Study: Transforming Day-to-Day Operations at The Gift Agent

In fast-moving industries like sales and wholesale, staying organised behind the scenes is just as important as the service delivered to customers. When The Gift Agent, a growing gift and homeware sales consultancy, reached out to us in mid-2024, they were ready to strengthen their internal systems and elevate the customer experience - without slowing down.

The Situation: A High-Growth Consultancy Needing Operational Structure

After three decades in sales, Managing Director Geoff Hutchins had built The Gift Agent into a trusted consultancy, representing six brands and serving hundreds of retail clients across the South East. With such a large and active customer base, the business was running at pace - but lacked the digital infrastructure and administrative support to match.

Geoff was spending valuable time juggling appointments, managing sales orders, and fielding queries - time that could have been better spent advising clients and building strategy. He needed someone who could come in, take ownership of operational processes, and help lay the foundations for future growth.

Our Approach: Building the Systems to Support a Premier Service

Tom, the owner of The Remote Assistant, became embedded in the business from the outset - bringing not only operational support but also digital know-how and a keen understanding of client relationships.

Scheduling & Travel Logistics: Managing a packed diary and organising appointments each week, Tom ensures Geoff’s time on the road is well spent.

CRM Implementation: A new CRM system now houses all of our customer records, making it far easier to handle queries, track communications, and book appointments efficiently.

Digital Transformation: Tom supported the move to Outlook and OneDrive, enabling better file management, shared access, and professional email communications.

Website Development: A brand-new website has now been launched to showcase the agency’s six brands- bringing a modern, cohesive look to the business.

Sales Process Improvements: The agency’s point-of-sale systems were updated to accommodate new products and brands, improving accuracy and consistency across orders.

Marketing & Communications: With new promotions, product launches and offers coming in regularly, Tom has developed email marketing campaigns to help drive engagement and conversions.

Strategic Input: As Geoff moves further into consultancy, Tom has contributed to long-term planning around services, client engagement, and business development.

What’s Next: Laying the Groundwork for Growth

Looking ahead, we’re developing a marketing strategy that includes a regular newsletter and a new social media presence - both designed to strengthen relationships with existing customers and attract new ones. Tom continues to act as the main point of contact for customer service, and keeping client records up to date.

The Result: More Time, Smoother Processes, Greater Focus

With reliable support in place, The Gift Agent is now operating more smoothly - giving Geoff the headspace to deliver on his reputation for outstanding customer service while evolving his role as a strategic sales consultant.

Why It Matters for Sales Consultants and Agencies

As consultancies scale, the gap between front-facing service and internal structure can grow. Without systems and support, it’s easy to become reactive rather than proactive. With The Remote Assistant, businesses gain:

Time-saving admin and logistics support

Practical help setting up and running digital systems

A second brain for planning and prioritising growth

Tom’s role at The Gift Agent shows what’s possible when behind-the-scenes operations are handled with care and attention.

“Working with Tom has completely transformed the way I run my business. Before he came on board, I was trying to juggle everything - from managing my diary and booking appointments to handling orders and responding to customer queries. It wasn’t sustainable.
Tom quickly became an essential part of the business. His ability to streamline systems, introduce new tools, and manage day-to-day operations has given me back time and headspace to focus on what I do best: building relationships and offering strategic advice to my clients.
He’s proactive, professional, and genuinely cares about the success of the business. I can honestly say I’d be lost without him.”

Geoff Hutchins, Managing Director, The Gift Agent