Portfolio
Work Samples From Three Fractional Engagements
Anonymized artifacts illustrating the structure, methodology, and design of work delivered across personal injury law, government procurement management, and occupational telehealth. Shared for portfolio review and demonstrative purposes only.
Shared Methodology
The 5-Touchpoint Framework + Diagnose, Design, Deploy, Track
Every engagement below applies the same underlying methodology: the 5-Touchpoint Framework (CONNECT, ALIGN, PLACE, INVEST, AMPLIFY) for mapping the relationship lifecycle, and a four-phase delivery process for the work itself. Each panel includes a 5-Touchpoint exhibit showing how the framework was applied to that specific industry.
Client Journey Redesign for a Relationship-Dependent Law Firm
Industry: Personal injury law. Engagement type: Fractional retention strategist. Sample artifacts: client journey map, 5-Touchpoint application, retention risk signal table, post-settlement reactivation cadence.
The Engagement
A multi-location plaintiff personal injury law firm engaged The Retention Studio to map their full client journey and identify where relationships were breaking down. The work covered intake redesign, post-settlement reactivation, and multi-language community outreach. Pre-engagement, the firm had a strong intake volume but no documented system for maintaining client trust through the active case phase or for reactivating former clients after settlement.
5-Touchpoint Framework AppliedSample Artifact 1: The Four-Stage Client Journey
For relationship-dependent firms, the client journey rarely fails at one obvious point โ it fails in the handoffs between stages. The first deliverable was mapping the full lifecycle and naming exactly where engagement was being lost.
Failure most often appears at the transitions, not within the stages themselves. The 5-Touchpoint application below shows how each stage of this lifecycle maps to the broader framework.
Sample Artifact 2: 5-Touchpoint Framework Applied to a PI Practice
The 5-Touchpoint Framework names the five critical relationship moments that every retention system must address. The cards below show how each touchpoint translated into specific work for this engagement.
Sample Artifact 3: Retention Risk Signal Table
Attorneys and paralegals are not trained to read relationship deterioration signals โ they are trained to read case signals. This framework translates behavioral cues into retention risk levels, with a prescribed response for each, so staff can act before a client disengages or worse, transfers representation.
| Signal | Stage | Risk Level | Recommended Response |
|---|---|---|---|
| Unreturned calls (2+ consecutive) | Active Case | High | Same-day escalation to case manager; handwritten note within 24 hrs |
| Asks about other attorneys | Any | High | Partner-level call within 48 hrs; relationship audit triggered |
| Visible frustration during updates | Demand Phase | High | Expectations realignment session; written timeline summary sent |
| Delayed response to paperwork requests | Active Case | Medium | Proactive check-in call; plain-language explanation of why documents matter |
| Social media complaints (public) | Any | High | Direct outreach within 2 hrs; internal review of touchpoint history |
| Silence after settlement offer presented | Demand Phase | Medium | Structured decision support call; written pros/cons summary |
| Minimal engagement at intake | Intake | Low | Welcome sequence initiated; bilingual outreach if applicable |
Sample Artifact 4: Post-Settlement Reactivation Cadence
The disbursement call is not the end of the relationship โ it is the beginning of the referral pipeline. This cadence was built to turn closed cases into an ongoing source of referrals, reviews, and future case acquisition, through a four-touchpoint sequence that runs in the 12 months following case close.
What Was Delivered
- Full four-stage client journey map with failure point analysis
- 5-Touchpoint Framework application across all five touchpoints
- Retention risk signal table with behavioral triggers and prescribed responses
- Post-settlement reactivation cadence (4 touchpoints, templated messaging for each)
- Bilingual outreach framework for Spanish-speaking client population
- Staff accountability matrix โ owner, timing, and escalation path for every touchpoint
- AI-assisted follow-up sequences (drafted for paralegal review before send)
GTM Materials Buildout for a Government Procurement Management Firm
Company: FedTrac โ procurement management, staffing, and support solutions for federal, state, and local agencies. Engagement type: Fractional GTM strategist. Sample artifacts: 5-Touchpoint application, capability brief framework, buyer segmentation matrix, institutional sales cadence, sales kit architecture.
The Engagement
FedTrac engaged The Retention Studio to build the go-to-market infrastructure required to position the firm clearly with institutional buyers across the federal procurement landscape. The work was grounded in a core challenge: FedTrac's team had deep operational capability in procurement management โ talent acquisition, contract management, workforce development, and administrative support โ but the positioning and sales materials needed to reflect that depth clearly to the agency buyers who make contract decisions.
The engagement covered audience segmentation, capability brief design, a six-step institutional outreach cadence, and a structured sales kit that the BD team could deploy without founder involvement on every call.
5-Touchpoint Framework AppliedSample Artifact 1: 5-Touchpoint Framework Applied to Government Procurement
For a procurement management firm pursuing institutional buyers, the relationship lifecycle is longer and more layered than a typical B2B engagement. The cards below show how each touchpoint of the framework translated into specific GTM work for this engagement.
Sample Artifact 2: Institutional Buyer Segmentation
Government procurement buyers are not one audience. A contracting officer at a federal civilian agency reads a capability brief differently than a workforce development director at a county government. The segmentation below defines FedTrac's three primary buyer profiles, with procurement pathway, timeline, and specific entry point for each.
Sample Artifact 3: Capability Brief Structure
A capability brief for a government procurement firm has a specific job: it must answer the contracting officer's real question before they agree to a meeting. That question is not "what do you do?" โ it is "can you perform on our contract type and do you meet our compliance threshold?" The structure below reflects how FedTrac's brief was organized to answer that question on the first read.
Sample Artifact 4: Institutional Outreach Cadence
Government buyers do not respond to one-email outreach. The cadence below was built for FedTrac's BD team to run against a list of target agencies โ designed for procurement sales cycles that typically run 90 to 270 days, with each step serving a specific function in the trust-building sequence.
| Step | Channel | Goal | Objection Addressed |
|---|---|---|---|
| 01 Capability Brief Send |
Get the brief in front of the right person | "I don't know who this is or if they can perform." | |
| 02 LinkedIn Connection + Note |
Create a second touchpoint before the follow-up call | "I didn't see the email / I don't respond to cold email." | |
| 03 Value-Add Follow-Up |
Send a relevant resource (regulation update, workforce trend) with no ask attached | "They only reach out when they want something." | |
| 04 Capabilities Brief Request |
Phone or Email | Request a 20-minute capabilities brief call | "I don't have time for a sales call." |
| 05 Sources Sought Response |
SAM.gov / Email | Respond to open sources sought notices from target agencies | "I need to see if they're in our procurement system." |
| 06 Quarterly Relationship Touch |
Email or Phone | Stay visible through the procurement cycle without being intrusive | "We're not in a buying window right now." |
Sample Artifact 5: Sales Kit Architecture
The sales kit was built so FedTrac's BD team could run any conversation โ cold outreach, RFP response, or partner meeting โ without needing to rebuild materials each time. The components below represent the core kit structure, with each piece designed for a specific moment in the sales cycle.
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Two-Page Capability Brief (Federal Variant)Mission-aligned opener, core capability statement, contract vehicles, past performance summary, and single-ask close. Designed for contracting officers and program managers.
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One-Page Capability Summary (State/Local Variant)Abbreviated version for state and county buyers. Less procurement formality, more emphasis on responsiveness and community workforce outcomes.
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Partner Pitch Deck (8 Slides)Used for teaming partner conversations and joint-venture outreach. Covers FedTrac's service scope, past performance, and proposed teaming structure.
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Outreach Email Templates (6 Variants)Cold outreach, follow-up, value-add, capability brief request, sources sought response introduction, and quarterly touch. Each templated with buyer-specific language placeholders.
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BD Playbook (Internal)Step-by-step guide for the BD team: who owns each touchpoint, what to say, when to escalate, and how to track progress in the pipeline. Built to run without founder oversight on every call.
What Was Delivered
- 5-Touchpoint Framework application for government procurement engagements
- Three-profile institutional buyer segmentation matrix with procurement pathways
- Six-section capability brief framework with three audience-specific variants
- Six-step institutional outreach cadence with objection mapping
- Full sales kit: capability briefs, partner deck, email templates, BD playbook
- Staff accountability matrix โ owner, timing, and escalation path for every BD touchpoint
- Pipeline tracking framework aligned to government procurement cycle stages
Operational and GTM Buildout for an Occupational Telehealth Firm Serving Public Safety
Industry: 24/7 occupational injury and return-to-duty telehealth for police, fire, and EMS agencies. Engagement type: Fractional retention strategist. Sample artifacts: agency onboarding flow, 5-Touchpoint application, audience matrix, operational workflow design.
The Engagement
An occupational telehealth firm serving public safety agencies engaged The Retention Studio to build the operational and go-to-market infrastructure required to acquire and serve agency clients at scale. The firm had clinical depth and a board-certified founder, but no documented agency onboarding flow, no segmented outreach materials, and no operational workflows the team could run without founder involvement.
The work covered both sides of the lifecycle: how an agency client signs on, and how the team serves that agency once they are on board.
5-Touchpoint Framework AppliedSample Artifact 1: Agency Onboarding Flow
For occupational health buyers in public safety, the decision to bring on a telehealth partner moves through layered review: chief or commissioner, HR and risk management, union representation, and operations. The onboarding flow below names how a new agency moves from initial conversation to live use, and where the firm's operational team picks up from the BD conversation.
The most common failure point in public safety telehealth onboarding is the Agreement phase โ where union sign-off and IT compliance create bottlenecks that stall launch indefinitely without a documented owner and timeline.
Sample Artifact 2: 5-Touchpoint Framework Applied to Public Safety Telehealth
The 5-Touchpoint Framework names the relationship moments that determine whether an agency client signs, launches, and renews. The cards below show how each touchpoint translated into specific work for this engagement.
Sample Artifact 3: Institutional Buyer Segmentation
Public safety occupational health has three distinct buyer audiences. Each has a different decision authority, a different primary concern, and a different door to enter through. The audience cards below define each profile with enough specificity that the BD team can open a conversation in the right language from the first call.
Sample Artifact 4: Operational Workflow Design
The telehealth firm's clinical capability was strong. The gap was operational: once an agency signed on, there was no documented process for how a case moved from an officer's first contact to case closure and return-to-duty clearance. The workflow below names that process with owner, timing, and documentation requirements at each step, so the team can scale without the founder triaging every case.
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Officer Initiates ContactVia app, phone line, or agency-designated portal. Triage assessment completed within 15 minutes. Owner: Intake coordinator. Documentation: Intake form logged in case management system.
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Clinical Assessment (Telehealth Visit)Board-certified physician or PA conducts injury assessment. Determines: treat and return to full duty, treat and return to limited duty, or refer for in-person care. Owner: Clinical staff. Documentation: SOAP note generated; injury classification recorded.
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Agency HR NotificationAutomated notification sent to agency HR contact with injury classification, duty status, and any work restriction details. No clinical details shared without officer consent. Owner: System (automated). Documentation: Notification log time-stamped.
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Follow-Up Care CoordinationIf referral issued, care coordinator confirms appointment booked within 72 hours. If in-house treatment: 48-hour follow-up call scheduled. Owner: Care coordinator. Documentation: Referral tracking updated; follow-up logged.
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Return-to-Duty ClearancePhysician issues written return-to-duty clearance. Full duty or modified duty clearly stated. Sent to officer and agency HR simultaneously. Owner: Clinical staff. Documentation: RTD form signed and filed; case status closed in system.
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Monthly Utilization Report to AgencyAggregated, de-identified case volume, average RTD timeline, and cost-per-case summary sent to agency HR contact. Used for quarterly review and contract renewal conversations. Owner: Operations. Documentation: Report archived; delivery confirmed.
What Was Delivered
- Four-stage agency onboarding lifecycle map with failure point analysis
- 5-Touchpoint Framework application for public safety telehealth engagements
- Three-profile buyer segmentation matrix with entry approach and key language per audience
- Full case workflow (first contact to return-to-duty clearance) with owner, timing, and documentation at each step
- Capability brief framework with audience-specific variants for chief, HR, and union audiences
- Six-step BD outreach cadence for cold agency outreach
- Monthly utilization reporting template for agency retention and renewal conversations
