Sample deliverable. Fernway Outfitters is an illustrative company. The figures are invented but internally consistent, so you can see how a real plan reads.
We spent three weeks with your customer experience, catalog, fulfillment and finance teams. This plan recommends three changes to start now, four to validate first, and five to leave alone, with the evidence for each.
The short version
Fernway’s teams spend 58% of their week moving, finding and relaying information. Three changes give back about 320 hours a month.
People in scope
38
Time on routine information work
58%
Opportunities assessed
12
Net hours a month, recommended
260 h320 h373 h
Net annual value, recommended
$140K$202K$269K
Do first
3 changes, ready to start
O1Customer experience#1
Order-status answers with live order and 3PL data
Let the helpdesk answer “where’s my order?” from real order, carrier and warehouse data.
O1Order-status answers with live order and 3PL data$86K$108K$127K
O2Supplier files to review-ready product records$50K$82K$125K
O3Daily 3PL exception monitor and triage$36K$50K$65K
Time returned, at $38/h loaded cost Other benefits
Time returned
$119K$146K$170K
Other benefits
$53K$95K$147K
Run costs
−$32K$39K$48K
Net annual value
$140K$202K$269K
What we’d leave alone
Don’t automate refunds, and don’t replace Gorgias with a custom chatbot. Defer demand forecasting until product and sales data are cleaner. In each case the cost or risk outweighs the gain today.