Will Holland is the Principal of Strategy and Marketing (PoSM) at ThreeWill, where he champions our core values by shaping and sharing how ThreeWill helps employees thrive. Using his love for storytelling, Will leverages his unique ability to balance technical depth and strategic vision, bridging the gap between developers and business leaders through clear, creative communication. Outside of work, Will can usually be found at the nearest soccer pitch, either cheering for his kids or for Atlanta United.
Over the past 24 years at ThreeWill, we’ve had the opportunity to help hundreds of organizations save precious time and money — both by amplifying employee productivity and by helping them avoid costly investments in the wrong technology.
When we reflect on the difference between the organizations that truly thrived and those that struggled, one thing becomes clear: the most successful ones understood the power and value of identifying and documenting their Core Processes.
It’s a simple idea, but it’s foundational.
If you don’t know how work gets done today, how can you possibly make it better tomorrow?
It’s worth noting — the concept and language of “Core Processes” comes from the Entrepreneurial Operating System® (EOS). We believe in EOS so strongly that we run our business on it here at ThreeWill. EOS has provided us with the structure and clarity to grow intentionally, and documenting Core Processes is one of the key ways it sets organizations up for long-term success.
If you’re interested in learning more about EOS, I highly recommend checking it out here: https://www.eosworldwide.com/what-is-eos
So, what is a Core Process?
At its heart, a Core Process is one of the handful of essential workflows that your business relies on to function. These aren’t the one-off tasks or the “we’ll figure it out when we get there” activities. These are the consistent, repeatable ways work flows that — if they’re broken — everyone feels it.
Hiring new employees. Onboarding a new client. Billing for services. Providing care.
The heartbeat activities.
The stuff that keeps the lights on.
Take, for example, a Senior Living Facility. One of their Core Processes might be Move-In Coordination — the journey that happens between a family saying “yes” and their loved one feeling at home. That could include confirming room assignments, preparing the space, scheduling the move-in day, and welcoming the resident into the community.
Or think about something even more universal, like Employee Onboarding.
No matter what business you’re in, bringing on a new hire involves a series of steps — sending offer letters, setting up accounts, first-day orientations, training schedules, and check-ins.
When that’s a guessing game every time, people feel it — new hires feel lost, managers feel frustrated, and the whole organization feels slower and more disjointed than it should.
And that’s the real danger:
When Core Processes aren’t documented, people end up guessing. Guessing leads to inconsistency. Inconsistency leads to mistakes. And mistakes — especially the avoidable ones — wear down trust and momentum.
A Real-World Example: Getting It Right in Home Healthcare
We’re not just talking theory here. The impact of documenting and improving Core Processes shows up in real organizations — and real lives.
Take Visiting Nurse Service & Hospice of Suffolk (VNSHS), a nonprofit providing home healthcare and hospice services in New York.
Their teams, made up of nurses, physical therapists, and other frontline staff, faced a common challenge: coordinating care when everyone was out in the field.
At first, processes were paper-based, decentralized, and often left to individual interpretation. This led to gaps in communication and, ultimately, delays in patient care.
But when VNSHS adopted Microsoft 365 — including Power Automate — they didn’t just “digitize” for the sake of it.
They started by documenting and standardizing their Core Processes.
They defined how patient information should flow.
They clarified who needed to be notified at what points.
They built those workflows thoughtfully into their technology.
The result?
Staff coordination improved dramatically.
Paperwork headaches shrank.
Patient satisfaction rose.
And employees had more time to focus on delivering care, not chasing paperwork.
It wasn’t just about adding technology.
It was about making the invisible work visible, so technology could amplify it, not confuse it.
(You can read the full case study here if you want to dive deeper: Visiting Nurse Service & Hospice of Suffolk Case Study.)
Ready to Take the First Step?
If you know your Core Processes need more clarity — or if you’re ready to start aligning your technology to how your business really works — we’re here to help.
Schedule a free discovery call with us.
We’ll listen, learn about your challenges, and explore how you can lay the right foundation for lasting success.