Executive Overview
The transformation of your customer support operations represents a strategic journey that balances maintaining your existing expertise while embracing AI-powered innovation. This implementation plan outlines how we'll work together to capture your team's valuable knowledge, enhance it with our AI-Native platform, and create a support operation that scales efficiently while delivering exceptional customer experiences.
Implementation Timeline Overview
Phase 1: Initial Setup and Knowledge Capture (Weeks 1-4)
In this foundational phase, we focus on understanding and documenting what makes your support operation unique. Your team's tribal knowledge - the accumulated expertise, proven approaches, and deep understanding of your customers - becomes the cornerstone of our AI-Native platform's learning process. During these crucial first weeks, we'll establish the groundwork for transformation while ensuring your team sees clear pathways for their professional growth.
Key Activities
Implementation kickoff and system integration begins
Leadership working sessions occur twice weekly
Initial knowledge capture from client SMEs starts
Training and Knowledge Base developer begins documentation
LEAN Six-sigma analyst starts process mapping
Quality analyst begins framework development
Key Client Resources Required:
The success of this phase depends on close collaboration with your team, who will help shape the future of your support operation:
Subject Matter Expert: 15-20 hours/week for process documentation and knowledge transfer
Quality Expert: 20-25 hours/week for framework development
Leadership Team: 4 hours/week for strategic direction
Training Expert (if available): 10-15 hours/week for program development
Phase 2: Development and Integration (Weeks 5-8)
As we move into the development phase, your team's expertise begins to merge with our AI-Native platform's capabilities. This is where we start seeing the first glimpses of how technology and human insight can combine to create something truly transformative. The focus shifts from documentation to active implementation and refinement of our combined approach.
Key Activities
AI system training and refinement using captured knowledge
Process optimization and documentation continues
Knowledge base development reaches mature state
Weekly leadership sessions begin
Quality framework implementation
Initial agent training materials developed
Key Client Resources Required:
The success of this phase depends on close collaboration with your team, who will help shape the future of your support operation:
Subject Matter Expert: 10-15 hours/week for system validation
Quality Expert: 15-20 hours/week for framework refinement
Leadership Team: 2 hours/week for progress review
Training Expert: 8-10 hours/week for material development
Phase 3: Optimization and Handoff (Weeks 9-12)
In this final phase, we focus on fine-tuning the integration between your team's expertise and our AI-Native platform. This is where the transformation becomes tangible - your support operation evolves into a streamlined, efficient system that maintains the human touch while leveraging the power of AI for consistent, scalable excellence.
Key Activities
Final system refinements based on real-world performance
Knowledge base validation and completion
Process documentation completion
Training program finalization
Transition to ongoing support model
Weekly program review sessions established
Key Client Resources Required:
The focus shifts to validation and strategic oversight:
Subject Matter Expert: 5-10 hours/week for final validation
Leadership Team: 2 hours/week for strategic planning
Ongoing weekly review participation: 1-2 hours/week
Cost Analysis
One-Time Implementation Costs
The initial investment sets the foundation for your transformed support operation:
Implementation Fee: $15,000
AI system integration and customization
Dashboard development for your specific needs
Implementation management
Initial setup and configuration
Resource Costs (Based on $15/hr rate)
Our expert team ensures smooth implementation and knowledge transfer:
Training and Knowledge Base Developer: This role is crucial for capturing and systematizing your support expertise:
Duration: 6 - 10 weeks
Hours per week: 40
Total investment: $3,600 - $6,000
Quality Analyst Development Expert: Ensures consistent, high-quality support delivery:
Duration: 4 - 12 weeks
Total investment: $2,400 - $7,200
LEAN Six-sigma Process Analyst: Optimizes operations for maximum efficiency:
Duration: 4 - 12 weeks
Hours per week: 40
Total investment: $2,400 - $7,200
Operations Subject Matter Expert: Provides ongoing guidance and support
Duration: 4 - 12 weeks initial + ongoing support
Hours per week: 40
Initial investment: $2,400 - $7,200
Ongoing monthly support: $2,400
Total Implementation Investment
One-time fee: $15,000
Resource costs (12-week implementation): $27,600
Total initial investment: $42,600
Ongoing Monthly Costs
Operations SME support: $2,400/month
Additional support needs evaluated based on volume and complexity
Client Resource Requirements
Required Materials and Access
To ensure successful implementation, we'll need access to:
Complete contact database for historical context
Current process documentation
Access to existing knowledge base
Historical quality metrics for baseline measurement
Current training materials for integration
Personal Time Commitments
Quality Expert: Shapes the future of quality assurance:
Duration: 6 weeks
Time commitment: 20-25 hours/week initially, reducing to 10-15 hours/week
Key responsibilities:
➡️ Quality framework development
➡️ KPI establishment
➡️ Quality monitoring process design
➡️ Agent evaluation criteria development
Training Expert (Optional but Recommended): Ensures knowledge transfer and ongoing development:
Duration: 4-6 weeks (part-time)
Time commitment: 10-15 hours/week
Key responsibilities:
➡️ Training program review
➡️ Knowledge transfer
➡️ Best practices documentation
➡️ Agent development program input
Subject Matter Expert: Provides crucial domain expertise:
Duration: 6-10 weeks
Time commitment: 15-20 hours/week initially, reducing to 5-10 hours/week
Key responsibilities:
➡️ Process documentation
➡️ Knowledge base development
➡️ Complex case handling guidance
➡️ Best practices documentation
Leadership Engagement: Guides strategic direction and ensures alignment:
Initial 4 weeks: Twice weekly sessions (2 hours each)
Weeks 5-12: Weekly sessions (2 hours each)
Ongoing: Weekly program review sessions (1-2 hours)
Key responsibilities:
➡️ Strategic direction
➡️ Decision making
➡️ Progress review
➡️ Resource allocation
➡️ Performance monitoring
Success Metrics and Deliverables
Implementation Phase Deliverables
By the end of implementation, you'll have:
20-30% reduction in operational costs
15-25% improvement in customer satisfaction
30-40% increase in first-contact resolution
25-35% faster response times
Risk Mitigation
To ensure successful implementation, we employ:
Regular status updates and milestone reviews
Clear escalation paths for issues
Dedicated project management resources
Contingency planning for key personnel
Documentation of all decisions and changes
Regular feedback loops with all stakeholders