Digitization

of ABC
Company
Meeting Agenda
• Intro and brief of the business
• Requirements gathering
• Proposed Solution
• Key Roles in the Project
• Project Management Strategy
• Solution Workflow &sample use cases
• Project Implementation strategy
• Product Development strategy
• Post Deployment scenario
About ABC

It is an Online and Offline store for Home Improvement Products with various product categories:
Bathroom, Home safety, Cleaning, Ladders, Tools, Kitchen, Electricals, Door locks, Paints, Wall
Papers, and many more
About IT company

SaaS based product and One stop CRM solution for customer experience including (products
discovery, customization, managing cart, Checkout with payment), product inventory, Sales,
Marketing, HR, Finance and Support operations.
Requirements at high level
 ABC company needs to have a software which helps them penetrate more into the market of
Home Improvement Industry
 Marketing strategies optimized to attract the customers to hit the Online platform of ABC
 More ease in Customer experience (including products discovery, customization, managing cart,
Checkout with payment)
 Increase in their customer base and therefore their Sales
 Manage their Inventory better (based on the customers’ buying pattern)
 Manage their logistics services with more ease (based on the customer’s preferred location)
 Build Analytics Reports for the ABC company to analyze their performance
Statement of Work
https://docs.google.com
/document/d/1TkS0lDns1DAL7yyjosp_CvBEwNBpexKg_ZW-UolVKzw/
edit?usp=sharing
Proposed solution by the IT company

Customer experience Solution provided: Conversational AI based Chatbot to the end customers

Objective of the solution: In this Digital era, it has become more evident that the customers prefer
purchasing products from anywhere than physically visiting to the stores. This solution intends to
provide digital experience for ABC to interact with its end customers, penetrate more into the market,
and generate more sales
Key Required inputs from ABC:

Knowledge base including the customers and their details (demographics, preferences, feedbacks
provided if any), Order History, Shipping details, Sales Executive POC details etc.

Key Roles included in this project:

 Customer POC
 Sales Team
 Project Management team
 Solution Architect
 Customer Success / Implementation team
 Product Development Team (Product Owner, Developers, Scrum Master)
 Testing Team
 Support team
 Project
Management
Strategy
Solution
Workflow
Sample Use Case: Shop your favourite
Payment processing
 Project
Implementation
Phases
Implementation and Configuration

 Showcase Product demo

 Understanding customer’s requirements better
 Tailoring the solution as per the customer needed
 Providing Workable solution to the customer
 Based on the customer’s feedback adding / customizing the features working in tandem with the
product dev team
 Adhere to the timelines set for the implementation as agreed while at Sales phase
Core Prod
Dev
strategy
Product Development pre-requisites:

 Analyse historical data

 Determine the resolution path
 Create a bot personality
 Design conversational elements
 Integrate with ABC company knowledge base and back-end systems: Integration with back-end
systems such as CRM (which houses rich customer data such as prior interactions and order
history) allows the AI to pull in data from these sources to resolve customer service issues on an
individual basis without human intervention.
 Invest in ongoing learning and optimization
Post Deployment
Post Go-Live, ABC users would raise support tickets
which the support team would manage the tickets

Success Parameters:

TAT of ticket resolution

No. of tickets resolved as per each frequency
CSAT score