Project Internal Support

March 2021

Document Status: Draft | In Review | Approved

Introduction:

Our plan is to create an internal support plan for support teams so that they can meet the
scale of the new service and provide support to the growing customer base.

Goals of Project

SMART: Specific, Measurable, Actionable, Relevant, and Time-bound

● Create internal workflows and training plans for the support team so they can
meet the scale of the new service before the launch of the service.

Deliverables

● Training at least 90% of staff before the launch of product

● Set up and install order processing software before launch

Create sustainable fulfillment and delivery practices for day to day operations

Business Case / Background

This will enable teams to support the growing base of customers, make the revenue
streams more efficient and to ensure the team provide excellent customer service to
our customers.

Benefits, Costs, and Budget

Benefits
● Improve customer service
● Make it easier for teams to provide a better service
● Increase in good customer service equals increase in revenue

Costs:
● Set up and install order processing software
● Training of employees

Budget needed:
● £200,000

Scope and Exclusion

In Scope:
Setting up software
Installing software
Training of teams
Out of Scope:
Six months to fully implement all training and operational protocols necessary for Plant Pal
customers. 

Project Team
Project Sponsor-Director of Product

Project Lead-Fatima Shah

Project Team
Quality assurance tester
Humans resource specialist
Financial analyst
Inventory manager

Additional Stakeholders
Fulfillment director

Measuring Success:

What is acceptable:
Set up order processing software to make Plant Pals revenue streams more efficient. This must be
installed before launch
Train 90% of employees before launch