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Discovery & Action Plan

Know where AI will pay offAnd exactly how to get there

A focused assessment of your business, a practical action plan and a clear proposal for putting it into practice. We agree the scope and fixed fee upfront. The plan is yours to keep, and the discovery fee is credited in full toward the resulting project

Arrange an intro conversationSee what the plan covers

Opens an email. We reply within one business day to find a time.

  • Free intro first

    A conversation to check fit and agree what discovery should look at

  • Fixed fee, agreed upfront

    Set by the scope, before any paid work starts

  • Yours to keep

    Use the plan with your team, with us or with another provider

  • Credited in full

    The discovery fee counts toward the project the plan leads to

How it worksFrom a first conversation to a plan you can act on

  1. 01 · Free

    Intro conversation

    We learn your situation, check we’re a good fit and agree what discovery should look into. No cost, and no commitment

  2. 02 · Paid discovery

    Learn how the work really runs

    We review the materials you share and talk with you and the right people on your team, in one session or a few shorter ones. Format, people and schedule are agreed upfront

  3. 03 · Analysis

    Your written action plan

    We analyze what we’ve learned independently and write up the assessment and the approach we recommend, at the depth agreed in the scope

  4. 04 · Walkthrough

    Findings and a proposal

    We walk you through the plan, answer questions and present a scoped proposal for putting it into practice, with one round of clarification included

What the action plan coversA thorough assessment, within the scope we agree

  • Where you are today

    Your objectives, the workflows that matter, the tools you use, your constraints and where the friction is

  • Prioritized opportunities

    The expected benefit of each, the reasoning and assumptions behind it, and the evidence still needed

  • Recommended approach

    Existing products to use, process changes, integrations and custom work where it’s justified, including when to wait or not build

  • Plan of attack

    Sequence, responsibilities, how your team is involved, what adoption needs and how success is measured

  • Path to delivery

    A clearly scoped first phase, indicative later phases, budget and timing assumptions, dependencies and open questions

One opportunity from a sample plan

Order-status questions in customer service

Illustrative example. The numbers are assumptions, not client data

Today
Order-status questions are about a third of tickets, around 1,200 a month at about four minutes each. Agents copy tracking details from Shopify and the carrier by hand, and first replies take most of a day at peak
Proposed change
Configure the helpdesk’s built-in AI agent with order and tracking data, and write clear rules for when it answers and when it hands over. Custom work only for late-shipment cases the helpdesk can’t see, which need the 3PL’s exception feed
Software considered
The helpdesk’s own AI agent (recommended), a standalone chat tool (not needed) and a custom agent (only for the 3PL gap)
Likely benefit
Faster answers for customers and around 50 agent hours a month back for harder cases, if 60–70% of these questions can be answered automatically
Effort
Mostly configuration and testing, plus a small integration for the 3PL feed
Approvals
Refunds, address changes and anything involving a damaged item stay with agents. Your CX lead approves the answer rules before launch
To verify
The real share of order-status tickets, whether tracking data is reliable for every carrier, and how customers rate automated answers
What we’d measure
First-response time, resolution rate, repeat contacts on the same order, and customer satisfaction

Scoped to your situationAgreed and priced before we start

  • Focused

    One team or workflow where the pain is clear, such as customer service or product launches

  • Broader

    Several teams at once, such as customer experience, merchandising and operations, with their leads involved

  • Business-wide

    A broad scan to find priorities across the business, then deeper attention on the opportunities you choose

Scoped separately when needed

  • Detailed technical specifications
  • Exhaustive audits of every system
  • Prototypes
  • Production configuration

Some later phases may also need more validation before we commit to a firm implementation price

After discoveryKeep the plan, or have us help put it into practice

Then choose how we work with your team

Done for you

We lead it

We design and deliver the solution. Your team shapes it, tests it and learns to run it

We do
Design the solution, configure and connect your tools, build what’s missing, test it and train your team
Your team
Explains how the work really runs, reviews what we build and approves it before launch
After launch
Your team runs it. Support comes from your team, an existing partner or us, as agreed
How we lead an engagement

Done with you

We embed with your team

We work inside your team, so the people doing the work help build the new way of working

We do
Work alongside your leads, redesign the process, implement it with them and coach your champions
Your team
Operators shape and test each workflow. Technical staff pair with us where that’s useful
After launch
Your team runs it and can extend it. Ongoing support from us is optional
How embedding works

Either way, you own the agreed deliverables, your people are ready to use what we build, and we agree who supports it before launch

Discovery questionsBefore you start

What’s the difference between the intro conversation and discovery?

The intro conversation is free. It tells us both whether AI could help and what discovery should look at. Discovery is the paid work: the conversations, the analysis, the written plan and the walkthrough.

What does it cost?

A fixed fee, agreed upfront and based on the scope. If you go on to the project the plan recommends, the discovery fee is credited in full toward it.

Who from our team needs to be involved?

You, plus the people closest to the work in scope. We agree who joins and how much of their time we need before we start.

What if you find that AI isn’t worth it yet?

Then the plan says so, with the reasons. Knowing where not to spend is part of what you’re paying for.

Do we have to work with you after discovery?

No. The assessment and action plan are yours to keep and use with your own team or another provider.

Can we skip discovery?

If you already have a well-defined project, yes. Tell us what’s decided and we’ll scope it directly.

Start with a conversationIt’s free, and you’ll know whether discovery is worth it

Arrange an intro conversationDiscuss a defined project

Opens an email. We reply within one business day to find a time.