Spotconcepts runs four businesses from one workspace.

Spotconcepts B.V. is a Netherlands-based holding company with four online business units: a same-day courier service, a packaging webshop, a digital marketing agency and a cash-register-roll supplier. A team of seven covers early, day and late shifts, Monday to Friday.

Four businesses were run from mailboxes, WhatsApp and Trello, with no single view of what was open.

Orders, customer tickets, incidents and finance checks were handled by whoever was on shift. Handovers between shifts were informal, tickets had no response targets, and the owner had to ask around to know what was late.

One shared operations system, with the same structure for every business unit.

Each shift gets a recurring checklist that ends in a written handover. Every ticket gets an owner and an SLA timer. Management gets one control dashboard, and adding a new business unit means adding one List instead of rebuilding.

• Operations Space. Daily Operations, Business Units and Support Inbox folders, with per-person, unassigned, calendar and workload views.
• Projects Space. Board and Timeline views for one-off and cross-unit work such as new websites and onboarding.
• Knowledge Base. Nine department folders in ClickUp Docs, migrated from Trello and linkable to any task.
• CEO Space. Daily, weekly and monthly control lists per business unit, with KPI status and scale, fix or pause decisions.
• Recurring shift tasks. Start-of-shift, during-shift and end-of-shift checklists for every role.
• Permissions. Each person sees their own work. Management sees everything.

• Ticket created → SLA clock starts. Alerts fire at 1, 4, 24 or 48 hours depending on category.
• Complaint or incident logged → set to Critical and escalated to management immediately.
• Ticket unassigned for 15 minutes → operations manager alerted.
• Courier incident open for 30 minutes → escalation reminder.
• Task overdue → priority raised to High and owner notified.
• Every day at 16:30 → summary of all open work across business units.

• Every task and ticket has a named owner before the day closes.
• One dashboard shows overdue work, unassigned tickets, workload and open incidents across all four units.
• Shift handovers are written down in ClickUp instead of passed on in chat.
• New business units can be added without changing the system.