Plan

Fernway Outfitters · CX, catalog, fulfillment & finance · 38 people

Sample deliverable

Sample deliverable. Fernway Outfitters is an illustrative company. The figures are invented but internally consistent, so you can see how a real plan reads.

How discovery works

Chapter 04

Plan

A 13-week plan to deliver the three recommended changes and settle the four open questions. Each phase ends with a measured result and a decision about what comes next.

  1. Phase 1Weeks 1–5

    Quick win

    Order-status answers live and measured.

    • Baselines and access
    • Answer rules approved
    • O1 live on all carriers

  2. Phase 2Weeks 4–9

    Core workflows

    Exceptions caught early; first category through the pipeline.

    • O3 exception queue
    • O2 outerwear category
    • Shared login replaced

  3. Phase 3Weeks 8–13

    Extend and validate

    Your team running the pipeline; open questions answered.

    • O2 remaining categories
    • O4 definitions agreed
    • O5 product selected

13-week roadmap

  • Built for you
  • Built with you
  • Your team
  1. Baselines and access
  2. O1Answer rules and configuration
  3. O1Pilot on two carriers, then all
  4. O33PL exception feed
  5. O3Daily triage queue
  6. O2Schema mapping and standards
  7. O2Pipeline: outerwear category
  8. O2Remaining categories, your team leads
  9. O4Net revenue definitions
  10. O5AP product evaluation
  11. Review and next-quarter plan
  1. Week 2Baselines agreed
  2. Week 5Order-status answers live
  3. Week 7Exception queue live
  4. Week 9First category published
  5. Week 13Quarter review

Capacity, gross to net

Hours a month

  • Time recoveredBefore any new work300 h368 h425 h
  • Less review and quality checksWeekly samples, record review−25 h30 h32 h
  • Less new exception handlingHand-offs from automation−10 h12 h14 h
  • Less maintenance and tuningRules, prompts, supplier formats−5 h6 h6 h
  • Net usable capacity260 h320 h373 h

1.92.32.7 full-time roles of net capacity. We recommend using it for peak-season cover, faster launches and supplier management rather than reducing headcount.

Economics, per year

Time returnedNet hours × 12 × $38
$119K$146K$170K
Other benefitsSeasonal temp cover not needed · Margin from launching sooner · Goodwill credits and reships avoided
$53K$95K$147K
Helpdesk AI agent usagePer automated resolution; rises with success
−$25K$30K$36K
Model usage for extraction and triage
−$3K$4.5K$6K
Integration hosting and monitoring
−$3.6K$4.8K$6K

Net annual value

$140K$202K$269K

Conservative $140K · Upside $269K

Before build fees, which are fixed and quoted separately. Values are estimates from discovery; the plan measures each against a baseline.

How we’d deliver it

  • Built for you

    We build and launch it. Your team approves and adopts it.

    • O1Order-status answers with live order and 3PL data
    • O3Daily 3PL exception monitor and triage

    Integration-heavy work with a clear outcome. We build and launch it; your CX lead and Ops manager approve the rules and review results.

  • Built with you

    Your team builds it with us, then owns it.

    • O2Supplier files to review-ready product records

    Catalog work changes every season, so it should be owned in-house. Your merchandiser co-builds the first category with us, then leads the rest with our review.

  • Your team

    Low-risk changes your team can make with our checklist.

    • O4Automated weekly trading report
    • O5Invoice and PO matching
    • O10Personalized email content

    Definitions, a product evaluation and a feature trial. We provide a short checklist and review the outcome.

Who does what

AreaKeating & CoFernway Outfitters
Answer rules and toneDraft, test against real ticketsCX lead approves before launch
Integrations and accessBuild, document, monitorGrant least-privilege access; IT reviews
Catalog pipelineCo-build first category, then reviewMerchandiser owns from week 10
Measures and reportingBaselines and a fortnightly scorecardCOO reviews and decides next steps
Support after launch60 days of close support includedChoose: your team, a partner or us

Decisions we need from you

  1. Confirm phase-one scope (O1 and O3) and name the business owners.
  2. Grant read access to Gorgias, Shopify, ShipBob and a NetSuite sandbox.
  3. Agree the baseline period and the four success measures.
  4. Nominate the merchandiser who will co-build O2.
  5. Schedule the net revenue definitions session (O4).

Next steps

  1. 01

    Questions and clarifications

    Walk through this plan with your leadership team. One round of clarifications is included.

    This weekBoth

  2. 02

    Scope and proposal

    A fixed scope and fee for phase one, with the discovery fee credited in full.

    Within five daysKeating & Co

  3. 03

    Kickoff

    Access, baselines and answer rules in the first week.

    Week 1Both

  4. 04

    First result

    Order-status answers live and measured.

    Week 5Keating & Co

Investment

  1. Complete

    Discovery & Action Plan

    This document.

  2. Proposed

    Build: weeks 1–13

    Fixed scope and fee, quoted on approval. Discovery fee credited in full.

  3. Optional

    Run and improve

    Monthly support after 60 days of close support, or a handover to your team.