Works·beta

Nano

Turning five people into a hundred

A workspace that lets a small team operate like an organization of hundreds, using LLMs to cut through the bottlenecks that slow traditional systems down.

Nano Operations: a chat channel where an agent turns a signed customer into an onboarding plan, with the customer record alongside
Operations. A signed customer becomes an onboarding plan: tasks, a booked kickoff and a drafted email, all linked to the customer record.
The Northfield Clinics customer record in Nano: one timeline with the call and its transcript, a portal request, a finished task, a scheduled invoice, emails and the signed contract
The customer record. Calls, requests, tasks, invoices and email land on one timeline, so the deal is already the invoice.
The customer portal Northfield sees: their setup steps, booking time with their account lead, their requests, invoices and help center
What the customer sees. The portal is a view onto the same data, so Dana's request is already on the team's plan.
Search in Nano: a question about front-desk training answered from five sources across calls, email, chat and customer requests
Search across everything the organization knows. One question, answered from calls, email, chat and requests, with sources.

The problem

Do large language models let a team of five operate like a team of a few hundred?

I wanted to take the question seriously. If the answer is no, I want to know exactly why. If it's yes, I want to know how, and Nano is my attempt at that.

What I built

Nano has an inside, an outside, and a layer that decides what the outside sees.

How it works

Everything runs on one platform: hybrid search over everything the organization knows, an event queue that workers act on, mail in and out, LiveKit for calls, Stripe for billing, and Postgres with vectors. The inside, the outside and the bridge are all views onto that one set of data.

Nano architecture, top to bottom. The team works inside, in Operations: chat, email, calls with transcripts, tasks, calendar, delivery, CRM, prospecting, customer success, billing, docs and decks, search and research. Customers and visitors meet the outside: a customer portal, public docs, booking pages, guest calls, a help center, support and feature requests, marketing and lead capture. Between them, scheduling links, a customer console and admin decide what the outside sees. A customer request goes through the API onto the event queue, where an LLM adds it to the team's plan in Postgres. The API also serves hybrid search, LiveKit calls and billing through Stripe, and the LLMs send mail through SES.OPERATIONS · INSIDEMANAGEMENTOVERLAY · OUTSIDESERVICESEVENTSPLATFORMTeam memberworks insideCustomerportal, supportVisitorbooking, help centerConversationschat, emailcalls with transcriptsWorktasks, calendardeliveryCustomersCRM, prospectingsuccess, billingKnowledgedocs and deckssearch, researchScheduling linksConsole · admindecide what theoutside seesPortalcustomer portalpublic docsBookingbooking pagesguest callsSupporthelp centerfeature requestsMarketinglead captureAPIone API for insideand outsideEvent queueworkers act on itLLMsact in the appsHybrid searcheverything the org knowsLiveKitcallsStripeproducts, subscriptionsinvoicesPostgreswith vectorsthe team's planMail · SESin and outrequesteventupdates plansearch, calls, billing

The highlighted path follows a customer request from the outside onto the team's plan.

What was hard

Recognizing the cost in the first place. Nobody budgets for handoffs. They show up as a week that felt busy and moved nothing, a customer who had to explain themselves twice, a decision nobody can find. Most organizations don't measure them, so they stay.

The engineering is the easier part. The harder part is looking at how work actually moves, naming each handoff out loud, and asking whether a shared system could make it disappear.

What I learned

Nano teams are the way. LLMs have made building so much easier that I expect a new wave of companies to start like this: a few people on one shared system, doing work that used to take hundreds. I think this way of organizing will spread with them.