Keep the firm under control, with every key thing owned
OpsUPLOOP Delivery keeps the organisation of your firm, and of every customer account, in the right place. An ownership map puts a name and a definition of good against every area that matters. Customer feedback is asked for automatically and tracked over time, so accounts don’t drift. And when someone leaves, you can see exactly what they owned and hand it on. It isn’t project management software; it’s the layer that keeps a team accountable.
It covers the ground of customer health scores, OKRs and 90-day plans, without a separate tool for each. Read the guide.
What Delivery takes off your plate
Every key thing has an owner
An ownership map of the areas that keep the firm running, each with a name, a definition of good and a regular check-in.
Accounts that don’t drift
Customers asked for feedback automatically, on a cadence, with every account’s score tracked over time.
Leavers don’t leave gaps
See everything someone owned, how complete each handover is, and what to reassign first.
Hygiene you can see improving
Objectives tied to owners, a team structure that stays current, and a trend of ownership across the firm.
The system checks, so people don’t have to remember
Ownership, feedback and check-ins run on a rhythm, and anything slipping shows up while there’s time to act.
- Set up Every area gets an owner
The ownership map names who owns each area, what good looks like, what it protects, and when to escalate.
- On your cadence Customers are asked
Feedback requests go out automatically, following your rules for who is never asked, and scores build up over time.
- At each check-in Owners report in
Status is recorded against each area and plan, so drift shows in week three, not at quarter end.
- When things change Nothing is left hanging
Someone leaves or moves: their areas, handover state and last check-ins are there to reassign by priority.
Where AI does the work in OpsUPLOOP Delivery
Agents that run on their own, analysis with its reasons, your assistant over MCP, and the guardrails around all of it.
- Agent
Customer profiles overnight
Each night customers are profiled by sector, size and signals, which is what Outreach uses to find more like your best.
Which points are drifting?
Ownership, objectives and structure
Ask Claude or ChatGPT who owns what, which points are drifting, or where an objective stands, within your permissions.
How has this account’s feedback moved?
Feedback and account notes
Pull up an account’s feedback over time and its shared notes before a call, from your assistant.
People write the plans
Ownership, definitions of good and plans are written and agreed by people. Drafts stay private until shared.
Ownership, written down so it means something
Saying someone “owns” something rarely survives a busy month. In OpsUPLOOP a point of ownership is an outcome someone carries, not a task. It is proposed to a person, who accepts it, and it carries its definition of good: what finished looks like, what good enough looks like, the mission it protects, the walls, the agreed fallback and the escalation trigger. The status colour is the owner’s judgement, and can’t be saved without a sentence saying why. A handover completeness score shows how well it would survive someone else picking it up.
- Outcome, standard, mission, constraints, fallback and escalation trigger on every point
- Proposed, accepted, with a named deputy and who it’s accountable to
- Handover completeness, capped until the essential gates are filled in
- OutcomeWhat finished looks like
- Every new client live within 30 days of signing
- StandardWhat good enough looks like
- Kickoff within 5 working days; access and billing set up first
- MissionWhat this protects
- Clients who stay
- ConstraintsThe walls
- No work before a signed order
- FallbackThe agreed alternative
- Callum Reid runs kickoffs
- EscalationWhen to raise it
- Kickoff slips past 5 working days
Score capped at 60% until every gate is filled in.
Under control when people move on
When someone hands in their notice, the question is always “what were they doing?”. OpsUPLOOP answers it: every area they owned, its definition of good, how complete the handover is and the state of their last check-ins. You reassign by priority, starting with what’s drifting, instead of discovering the gaps months later.
- Everything a person owned, in one view
- Handover completeness per area, and overall
- Reassign by priority, starting with what’s drifting
Know how every account is going, before renewal
The team forgets to ask how things are going, so OpsUPLOOP asks for them: feedback requests go out automatically on the cadence you choose, and every account’s score is kept over time. A heat map shows where things are slipping, the account owner gets a digest, and the account nobody has asked in months stands out.
- Automatic feedback requests, with rules for who is never asked
- Scores over time for every account, and a heat map across them
- Drifting accounts flagged to their owner
Ownership hygiene you can measure
The trends dashboard compares the green rate, check-ins kept, handover completeness and points live with a month ago. It says what’s going well, such as points that improved and held, and what needs attention, sorted by how long it has been true rather than how loud it is: off track longest, check-ins overdue longest, green but unattended. Objectives sit against the points and people who deliver them, and the team structure stays current.
- Green rate, check-ins kept and handover completeness, against last month
- Going well and needs attention, oldest problems first
- Objectives linked to points of ownership, and a team structure that stays current
Month-end close on time green 22 days
Office move red 44 days
Health and safety records check-in never
The Control Standard
The ownership map puts The Control Standard into practice. The Control Standard is Andrew Lee Ward’s book on keeping important work under control. Its test is simple: every piece of important work has a named owner, a dated next step, a decision date, a fallback and a status in plain words. OpsUPLOOP is where your team does that every day.
ControlStandard.Tools is the book’s companion portal, run separately from OpsUPLOOP. It has a short course for every chapter, free diagnostics such as the Drift Report, and a way to score your real work against the ten disciplines. Scorchsoft ran the standard on its own client projects before it was a book.
- Owners, dated next steps, decisions and escalations, and fallbacks, all made visible
- A status in plain words, not just a colour
- Start free: a five-minute Drift Report, no account needed
Setting up OpsUPLOOP with us? Ask about a year’s access to ControlStandard.Tools for your team, on qualifying setups.
Things slip when nobody quite owns them
Most operational problems aren’t a lack of software; they’re behavioural. Something important belongs to everyone, so it belongs to no one. The account manager knows a client is unhappy and the founder finds out at renewal. Priorities agreed at the away day are forgotten by week three. Someone leaves and nobody is sure what they were holding. Control comes from clear ownership, written down, and checked on.
Without Delivery
- Important areas that belong to everyone, and so to no one
- Client unhappiness discovered at renewal
- Someone leaves and nobody knows what they held
- Objectives in a slide deck, forgotten by week three
With OpsUPLOOP Delivery
- An ownership map with a name and a definition of good against every area
- Feedback asked for automatically and tracked over time
- Handover completeness and a priority list when people move
- Objectives tied to owners, with check-ins and a trend you can see
OpsUPLOOP Delivery, part by part
The ownership map
Who owns what, and what good looks like.
- Owned areas with outcome, standard, mission, constraints, fallback and escalation triggers
- Status and check-ins over time, with trend views
- Leaver and handover views: everything someone owned and how far each handover has got
Team structure and objectives
The organisation, and what it is trying to achieve.
- A team hierarchy and reporting lines that stay current
- Structured objectives linked to owned areas, with reviews and history
- 90-day plans with versions and exports; drafts private until shared
Customer accounts
Everything about a customer, in one place.
- Contacts, projects, notes, CRM links and billing history together
- Commitments recorded with an owner and a date
- Shared account notes, so context survives holidays and handovers
Customer feedback
Ask how it is going, automatically, and see it move.
- Recommendation scores requested automatically on the cadence you choose
- Scores over time per account, a heat map across accounts and a digest for owners
- Rules for who is never asked
Waits for a person
- Ownership, definitions of good and plans are written and agreed by people; nothing is set for them
- Feedback requests follow rules you set, including who is never asked
Runs on its own, within your rules
- Feedback requests go out on the cadence you choose
- Digests summarise movement for account owners
- Trend views update as check-ins are recorded
What it needs
Your team structure and reporting lines, the areas you want owned, and your customer list and contacts, linked to your CRM and accounting records. Set up with you.
Start with Delivery. Add the rest when it helps.
OpsUPLOOP Delivery works on its own, on your own instance. The other modules share its records, so each one you add builds on what is already there.
- A campaign agent that builds the target list
- Letters drafted, reviewed, then posted
- LinkedIn follow-up and outcomes
- Research on every enquiry: the company, its website and the person
- Green, amber, red: each with its next step
- Call reports against what good looks like
- Billables raised on the milestone date, automatically if you choose
- Invoice access and chasing by customer owner
- Templates for complex invoices
- An ownership map, with what good looks like for each area
- Customer feedback asked for automatically, tracked over time
- Handovers, objectives and team structure
Start with any one module. The others use the same records when you add them.
Ownership reaches the money: whoever owns a customer here can see and chase their billing, and raise it too if you allow.
Your customers, profiled by sector and size, show Outreach which companies to write to next.
Ask Claude or ChatGPT which areas are drifting, who owns what, or how an account is going, over MCP, within your permissions.
Delivery as it comes, or extended to fit
Everything above is in the product today, and you’ll see it working in the demo. If your firm works differently, Delivery can be configured to your rules, or extended by Scorchsoft with the steps, screens or connections it doesn’t have, on the same records and permissions as the rest of OpsUPLOOP.
- As it comes
The modules you need, on your own instance
- Connected and configured
Joined to your systems, set to your rules
- Made to measure
Extended for you, hosted by us or by you
Asked about OpsUPLOOP Delivery
Is this project management software?
No. It doesn’t plan tasks, schedule people or track time. It keeps ownership, customer accounts and objectives in the right place so the team stays accountable. Keep your project tool; connect Claude or ChatGPT over MCP to ask OpsUPLOOP who owns what and how things are going.
What does an owned area record?
Its owner and reporting line, and its definition of good: the outcome, the standard, the mission it protects, constraints, a fallback person and escalation triggers. Check-ins record its status over time.
What happens when someone leaves?
You see everything they owned, how complete each handover is and the state of their last check-ins, and reassign by priority, starting with what’s drifting.
Is it a full customer success platform?
No. It covers ownership, context, commitments and feedback for a service firm, not the automated playbooks of a large SaaS customer-success tool.
Is this HR software?
No. It covers ownership, objectives and plans. Contracts, absence, payroll and performance ratings belong in your HR system.
Can it include our own tools, such as a quoting calculator?
Yes, on the made-to-measure route. Scorchsoft built its own quoting tools into its instance; one shaped around how you price your work is scoped with you separately.
Show us where things fall between chairs
Bring the hand-off that slips most often. We’ll show you how OpsUPLOOP Delivery puts an owner and a date on it.
30 minutes, with the people who build it. No slides.