We were asked to rescue a solo pet sitter who loved working with animals but felt buried by the work around her work. Bookings lived in messages, invoices were done by hand, and evenings disappeared into chasing customers, accounts, comms….and so on.
We came in, mapped how the business really runs, then built and now oversee an AI supported back office around her, so the admin finally runs itself. And the evenings are hers again.
We started by talking through how the business really runs, from the very first enquiry through to getting fully paid. We drew out every step, where the information lives, who touches it and where things get lost or repeated. That gave us a clear map of the current back office, not the ideal one, the real one.
From that map, we designed an AI supported back office around her using our extensive knowledge of platforms and tools available. The tools behind this case include an Airtable database, automation tool Make, and accounts software, Xero. They are joined together so they behave like one back office rather than separate apps. We completed the build in just 2 months.
We don't just switch it all on and walk away. We continue to keep an eye on the flows, fix anything that breaks, and make improvements as the business changes. That includes things like new services, price changes and extra checks before invoices go out. This ongoing oversight is what keeps the back office quiet and reliable in the background.
We create, design and oversee WordPress websites too! We used Elementor Pro to build the website and implemented plugins such as WooCommerce, Fluent Forms, WP SMTP, AIOSEO. The data captured on the site is then sent straight into Airtable, so nothing has to be retyped.
Airtable holds everything in one, clean database. It’s a flexible database and CRM for small businesses. It retains all client and pet details, bookings and invoices and offers an interface you can read at a glance. When an appointment is created, Airtable triggers the next steps automatically, billing records, weekly roll ups and simple “Today / This Week / Unpaid” views.
Make is the glue that joins everything together so the different platforms behave like one system. It constantly watches for changes, moves data between tools and runs the logic required to automate the processes. For example, it turns approved bookings in Airtable into billing records with the right service, price and visit count. Every week, it rolls up those billing records into one invoice per client, sends invoice details into Xero and pulls payment status back into Airtable.
Xero is where the money actually moves. It holds the customer accounts, creates invoices and logs payments for accounting purposes. Invoices are created from the billing records, emailed out automatically and then followed up too. When a client pays, Xero updates the invoice and Make syncs that status back into Airtable, so we can see at a glance who has paid and who hasn't. End of year accounts and tax returns take no time at all with this system!
This project was for a solo pet sitter, but the pattern is the same for many service businesses. If you have repeat clients, bookings and invoices, a back office like this can sit quietly behind your work.
At SureSupport.ai, we assess how your business actually runs, build an AI supported back office around it, then oversee it as things change.
So if you are overwhelmed with mundane, repetitive tasks or simply want to streamline your business processes, let’s talk.
