How Rumni improved handoffs across three teams
ticket deflection
Faster Handoffs
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The engagement started with a pattern that Rumni's leadership had been noticing for months: projects were moving through individual teams without issue, but every time work crossed from one team to another, things stalled. Deadlines slipped, context got lost, and teams blamed each other for delays that were really structural.
Bailey Hart mapped the full handoff process across Rumni's three core teams — product, operations, and client delivery — and identified the specific points where information was dropping. The problem wasn't people; it was the absence of a shared system for passing work forward with the right context at the right time.
Rumni had grown from a single-team operation into a multi-department company in under two years. The speed of that growth meant that processes which once happened informally — a quick message, a shared doc — were now failing at scale. Handoffs between teams relied on institutional memory rather than documented process.
The result was predictable: duplicated work, missed details, and a growing frustration among team leads who felt they were constantly chasing information. Leadership knew the problem existed but couldn't pinpoint where exactly things were breaking down or why previous attempts to fix it hadn't stuck.
Leona Hartmann
Managing Director at Rumni
Bailey Hart ran a series of structured interviews with team leads and frontline staff to trace the lifecycle of a typical project from intake to delivery. Every handoff point was documented, including what information was supposed to transfer, what actually transferred, and where the gaps were.
From that audit, Bailey Hart designed a lightweight handoff framework — not a new tool, but a set of clear standards for what each team needed to pass forward before a project moved to the next stage. The framework was tested on two live projects before being rolled out company-wide, with adjustments made based on real feedback from each team.
Within the first month, the average time a project spent waiting between teams dropped significantly. More importantly, the volume of follow-up messages — the back-and-forth that had been consuming hours each week — fell sharply as teams began receiving what they needed upfront.
The impact went beyond efficiency. Team leads reported that cross-functional relationships improved once the finger-pointing stopped. When handoffs became structured, accountability became clearer, and the energy that had been spent on blame shifted toward execution.
