Most organisations have several hotspots. We find the one worth doing first.
Each has a different cost, a different fix, and a different payback. The engagement maps them, quantifies them, and decides which to tackle first.
Five deliverables. One foundation.
A ranked hotspot map
Every place in the business where conversations are being transposed into operations — by hand, by half-built tech, or by failed AI projects. Categorised by type, scored by annual cost, ranked by ROI.
A real cost figure
Measured, defensible. Payroll, vendor spend, failure work, lost revenue. The kind of number the CFO can put in a board pack.
A data salvage plan
Years of conversational data — call recordings, ticket logs, email archives, outputs of failed AI projects. We separate gold from noise. Past sunk cost becomes the foundation of the new function.
A sequenced rollout plan
Which hotspot first, why, what the deployment looks like, what ROI to expect by when. Phased: shadow → assist → auto. Secondary hotspots categorised and queued.
Real timelines for ROI
Calibrated against your actual data and volume.
What you walk away with.
- 01 ReceptionPeople doing it directly£420k/yr
- 02 SupportHalf-built tech£310k/yr
- 03 Account MgmtPeople doing it directly£280k/yr
- 04 Inbound SalesHalf-built tech£190k/yr
Every place in the business where conversations become operations — categorised, costed, ranked.
Without this work, the Managed Service is guesswork.
With it, every pound is pointed at the highest-ROI hotspot — and you have the cost baseline to measure against.
We work with organisations that have significant conversational volume across customer-facing channels — where the work of handling those conversations is material enough that running it as a managed function meaningfully changes the operating cost base.