ZenPilot Helps Gravity Global Achieve 99%
On-Time Delivery and Scale with Certainty

Challenge: Skating Along Without Seeing the Ice

Business was good at Gravity Global - clients were happy, work was getting out the door on time. But Allison Gibbs, their Integrator and VP of Operations, had started to notice the gap between what she knew and what she could actually see. The agency had no reliable way to understand how work was moving through the organization. Account managers couldn’t answer client questions quickly. Problems weren’t surfacing until they had already become fires.

Gravity Global had tried virtually every project management tool before landing on ClickUp. They believed they had the expertise to implement it themselves - build the dashboards, train the team, get it right. A year and a half later, they still didn’t have the visibility or the metrics they needed to run the business confidently. Leadership couldn’t see team capacity. There was no consistent accountability across teams. When a project went off track, reconstructing what had happened took significant time.

“We knew that the work was getting done. But we were just kind of skating along, because clients were happy,” Allison explained. “I started to realize it was a huge pain point for us that we didn’t have any insight into how work was getting done or if any problems were brewing.”

The more the agency grew, the more unsustainable the situation became. Every day without real visibility was costing them money in inefficiencies they couldn’t even measure yet.

Solution: Blueprint, Build, Certify, Then Stay

Gravity Global made the decision to stop trying to solve this internally. “We’d never hired an outside firm for anything like this before,” Allison said, “but we decided we needed a proven expert to get us to a spot with ClickUp that was going to make our operations stronger.”

ZenPilot started with a Blueprint - benchmarking Gravity Global’s current state, clarifying their goals, and designing a customized strategy for how work should move through the agency. Allison noted that the agency focus made a real difference: “Because ZenPilot works almost exclusively with marketing agencies, they’re experts in figuring out what the actual problem is for your business, and then providing a blueprint to actually put it into place.”

Implementation followed. ZenPilot restructured how Gravity Global organized their tasks entirely - new hierarchy, clear frameworks for segmenting work into categories, and dashboards built to surface performance data, capacity, and issues before they compounded. The team went through Agency PM Certification, which got everyone onto the same system with a shared understanding of how to operate in it. ZenPilot assigned an internal ClickUp Champion and trained them to hold the team accountable going forward.

“The Certification gave everybody an excellent overview of how everything is structured and what’s required of them, and ZenPilot took care of all of that. It was great to get everybody on the same page.” — Allison Gibbs, Integrator & VP of Operations, Gravity Global

After launch, Gravity Global signed up for Elite Support - weekly guidance from ZenPilot to refine dashboards, improve data structures, and handle any ClickUp questions the team ran into. “ZenPilot is super-responsive,” Allison said. “We probably send them emails and Slacks 14 times a day and they always respond.”

Result: Data That Leadership Can Act On

Within days of training completing, efficiency and productivity improved across the agency. Account managers could finally visualize and manage their work, monitor progress across their teams, and get deliverables out the door consistently. For Allison and leadership, the dashboards gave them something they hadn’t had before: quality data they could actually trust.

“I can predict when we’re running into resourcing issues, and bring in additional support. I can see if we’re not consistently meeting clients’ demands and fix that issue. I get so much useful operational insight that I couldn’t get before.”

The client satisfaction numbers reflected the operational change. Before ZenPilot, the majority of Gravity Global’s clients were what the team would consider at risk - because with no visibility, no one could intervene early enough. After implementation, 87% of clients described themselves as fully satisfied with no issues. “With such deep insights, I can raise any red flags with a client before they become unhappy, which improves client relationships and retention.”

Allison’s retrospective was direct: “If I went back and put actual dollar signs to it, I guarantee we lost more money by trying to save money and do self-implementation than if we’d used ZenPilot from the very beginning.”

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