Case Study: ThinkTime

Client Overview

ThinkEngine is an award‑winning B2B digital marketing and technology agency, trusted by leading companies for over a decade. Their team combines data‑driven strategy, creative innovation, and next‑gen technology to deliver measurable growth for clients across finance, technology, property, construction, and compliance. As a close partner to Cogs AI, ThinkEngine manages a wide range of ongoing digital projects, campaigns, and technical deliverables. With increasing demand and rapid turnaround expectations, they needed a more structured way for clients to request work, share assets, and stay aligned with the team throughout each project.

The Challenge

ThinkEngine’s clients frequently needed to submit updates, request changes, or provide new assets as part of their ongoing tech projects. These requests arrived through multiple channels, including email, messaging apps, and ad-hoc conversations, making it difficult to track work and maintain visibility + progress.

A high volume of emails meant tasks could easily become buried in email inbox’, especially during busy periods. With no centralised place for clients to submit work or follow progress, communication became fragmented and time‑consuming to manage.

The ThinkEngine team needed a reliable, centralised system for clients to submit tasks, upload supporting materials, and communicate directly with the team, without relying on scattered communication threads.

The Goal

The primary goal was to create a simple, structured workflow that allowed clients to submit work requests in a consistent format. Beyond ticket submission, ThinkEngine wanted to:

• track how long tasks were taking

• communicate with clients directly within the platform

• reduce email clutter

• improve turnaround times

• increase transparency and accountability

• ensure every request had a clear, traceable history

They wanted clients to feel confident that their requests were logged, tracked, and responded to in an organised way.

The Solution

We developed ThinkTime, a dedicated ticketing and communication platform designed specifically for ThinkEngine’s workflow. Clients can log in on-the-move and submit requests for any work they need completed, attaching text, images, or other assets. Each submission automatically generates a unique ticket reference and triggers an email notification to the ThinkEngine team.

The original client message becomes the starting point for a built‑in conversation thread, allowing both sides to discuss updates, share findings, and confirm next steps in one place.

To support ThinkEngine’s day‑to‑day operations, ThinkTime includes several additional features:

• @name tagging logic, allowing the team to tag clients directly within a ticket

• Stakeholder watching, enabling indirect stakeholders to receive updates

• Email notifications for both clients and internal teams

• An updates feature, allowing ThinkEngine to share platform improvements or announcements

• A dynamic web app, giving clients the flexibility to submit tickets while working on the go 

Early feedback has been really positive. Clients appreciate having one central place for all tickets, updates, and communication, and the ThinkEngine team has seen smoother workflows and greater operational clarity.

Key Innovation

The standout themes of innovation behind ThinkTime is its simplicity and efficiency it brings. Instead of adopting a complex third‑party ticketing system, ThinkEngine now has a bespoke tool tailored to the exact way they work. The platform brings together ticket submission, asset sharing, notifications, and conversation threads in one place, giving both clients and internal teams a single source of truth.

Unique workflow logic, such as automated email notifications when clients reply, tagging, and stakeholder watching, ensures the team stays fully informed and maintains complete visibility across active work.

Client Testimonial

Chloe Blatch, Digital Operations Lead at ThinkEngine, shared her experience:

“ThinkTime has made a significant difference to our commercial workflows. Having a single, centralised platform for tickets and updates means we can resource time more effectively and support clients faster and more consistently. It streamlined our operations and removed the friction of managing everything through email. The added visibility across all active work has been a real step forward for the team.”

This testimonial highlights the operational clarity, improved responsiveness, and centralised communication ThinkTime has brought to ThinkEngine, reinforcing the value of a bespoke system built around their day‑to‑day needs.

Ready to Streamline the Way You Work

If you are looking to simplify collaboration, improve visibility, or bring more structure to the way your clients and teams communicate, we would love to help. Cogs AI builds tailored systems that fit the way your business operates, whether you need a workflow tool, a centralised platform, or something completely bespoke. Get in touch to explore how we can support your next project, or book a demo to see what is possible.

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