We have both seen good services held together by patient people, private spreadsheets and the one colleague who remembers everything.
The work gets done, but it takes too much chasing—and nobody quite trusts what happens when the busiest person is away.
Large organisations can throw teams and long programmes at those problems. Most smaller businesses cannot, and should not have to. They need someone to understand the real handoffs, make the smallest sensible fix and help the team use it.
That is why we start by watching how the work actually moves. Sometimes the answer is automation. Sometimes it is a clearer rule, owner or handoff. We will tell you which one we think it is.