Proof of Value (POV) Proposal – AI & Automation
For Thane Direct UK

Executive Summary

As a trusted Odoo Partner, we specialize in AI-driven automation, API connectivity, and Power BI analytics to enhance customer service efficiency. Given Thane Direct UK’s current reliance on manual workflows, we recommend a Proof of Value (PoV) initiative to demonstrate AI’s immediate impact before committing to a full-scale implementation.

This 6-8 week PoV will focus on:

  • 1. Reducing response times by 20-30 percent through AI-powered ticket automation.
  • 2. Automating warranty claim and order tracking inquiries, freeing up agent resources.
  • 3. Enhancing customer interactions with AI-assisted responses and smart routing.
  • 4. Providing real-time insights into customer service efficiency via Power BI analytics.
By starting with a low-risk, high-impact PoV, Thane Direct UK can validate AI’s business value before Q4 planning, ensuring a data-backed roadmap for future automation.

Understanding Thane Direct UK’s Business Needs

Thane Direct UK follows a direct-to-consumer (DTC) retail model, where customer experience, quick response times, and efficient order processing are essential. However, the existing system reveals multiple operational inefficiencies.
  • 1. Heavy reliance on manual customer support, leading to delayed responses.
  • 2. High volume of warranty and order tracking inquiries, requiring repetitive manual intervention.
  • 3. No AI automation in inquiry triage, resulting in inefficiencies in ticket prioritization.
  • 4. Limited visibility into customer service metrics, making performance improvements difficult.
A structured PoV will provide actionable insights, helping Thane Direct UK make informed decisions for future AI adoption.

Proven Success: How AI-Driven Customer Service Transformed Operations for a UK Retailer UK.

A UK-based direct-to-consumer (DTC) retail brand specializing in home and wellness products faced similar challenges to Thane Direct UK, including:
  • 1. High volume of customer inquiries via website, email, and phone, leading to delays in response times.
  • 2. Manual ticket processing for warranty claims and order tracking, increasing operational costs.
  • 3. Limited visibility into customer service performance, making efficiency improvements difficult.

Solution Implemented:

  • 1. AI-powered ticket triage automated the classification and routing of customer inquiries.
  • 2. Chatbot integration for handling common questions related to product orders, warranties, and returns.
  • 3. Power BI integration for real-time customer service analytics, tracking performance across multiple communication channels.

Results Achieved:

  • 1. Response times reduced by 45% within the first three months, improving customer satisfaction.
  • 2. Customer service costs lowered by 30%, optimizing agent productivity and reducing the need for additional staffing.
  • 3. 75% of routine customer inquiries were automated, allowing agents to focus on high-priority cases.
  • 4. Improved issue resolution efficiency, leading to a 20% reduction in product return disputes due to faster responses.

Industry Benchmarking: How AI is Reshaping UK Customer Service

A recent study on UK retail and eCommerce shows a clear competitive advantage for businesses that adopt AI-driven automation in customer service:
  • 1. Heavy reliance on manual customer support, leading to delayed responses.
  • 2. High volume of warranty and order tracking inquiries, requiring repetitive manual intervention.
  • 3. No AI automation in inquiry triage, resulting in inefficiencies in ticket prioritization.
  • 4. Limited visibility into customer service metrics, making performance improvements difficult.
  • 1. Not adopting AI now risks falling behind competitors who are already benefiting from faster response times and lower operational costs.
  • 2. The PoV allows Thane Direct UK to test these advantages risk-free, ensuring it remains competitive in UK retail and eCommerce markets.

Estimated Investment

The Proof of Value (PoV) initiative is designed to be a low-risk, high-impact opportunity for Thane Direct UK to evaluate AI automation’s benefits before making a full-scale investment.

The total investment required for the PoV will depend on several factors, including:

  • 1. Scope of AI Automation – The level of AI-powered ticketing, chatbot automation, and workflow optimization required.
  • 2. Integration Complexity – The extent of integration with Odoo ERP, API connectivity, and Power BI analytics.
  • 3. Customization & Business-Specific Requirements – Any tailored AI training models or custom reporting features needed.
  • 4. Support & Training Needs – Level of ongoing technical support, training, and adoption assistance required for Thane Direct UK’s team.

Cost Structure & Value Considerations

The PoV pricing structure is flexible and built around clear business outcomes, ensuring that Thane Direct UK can measure its return on investment (ROI) with transparent, measurable KPIs.

Flexible Investment Model

To ensure business alignment and feasibility, we offer:

  • 1. Modular Implementation Approach – The PoV can be scaled in phases, allowing Thane Direct UK to prioritize high-impact areas first.
  • 2. Pay-for-Value Model – Investment is structured to align with clear success metrics, ensuring measurable ROI.
  • 3. No Long-Term Commitment – The PoV allows for full evaluation before committing to full deployment.

Projected ROI & Cost Savings

By implementing AI automation, Thane Direct UK can expect:

  • 1. 30-50 percent reduction in customer service operational costs.
  • 2. 20-40 percent increase in agent productivity, optimizing workforce efficiency.
  • 3. Lower customer churn rates due to faster response times and AI-driven self-service options.
  • 4. Reduced escalation rates, ensuring that support teams focus on high-priority customer interactions.
The PoV ensures that Thane Direct UK sees tangible business value before any full-scale commitment, making AI adoption a strategic, data-backed decision.

Next Steps for Investment Alignment

  • 1. Finalize Scope & Priorities – Identify the most impactful areas for automation based on internal workflows.
  • 2. Align on Success Metrics – Define ROI benchmarks that will determine PoV success.
  • 3. Confirm Phased Investment Model – Ensure that the approach aligns with budgeting and operational needs.
  • 4. Greenlight Execution – Upon approval, the PoV implementation will begin immediately with structured milestones.

Timeline & Execution Plan

To ensure a seamless and effective implementation of the AI-Driven Proof of Value (PoV) for Thane Direct UK, we propose a structured execution plan divided into key phases. Each phase is designed to systematically validate AI’s impact on sales, marketing, and operational efficiency while aligning with strategic business objectives.

Phase 1: Discovery & Alignment (Week 1-2)

  • 1. Conduct stakeholder workshops with key decision-makers to align on business objectives and success metrics.
  • 2. Define the scope of the AI PoV, ensuring it aligns with Thane Direct UK's sales, marketing, and operational needs.
  • 3. Establish baseline KPIs and benchmarks to measure success.
  • 4. Identify and prioritise high-impact AI use cases.
  • 5. Finalise data access requirements and ensure compliance with GDPR and other regulatory frameworks.

Phase 2: Data Collection & Model Training (Week 3-5)

  • 1. Aggregate and preprocess relevant historical data (customer interactions, sales performance, marketing response rates, etc.).
  • 2. Cleanse, normalise, and structure data for AI model ingestion.
  • 3. Train initial AI models based on agreed-upon objectives (e.g., customer segmentation, predictive analytics, lead scoring).
  • 4. Perform initial testing and validation to ensure data integrity and model accuracy.

Phase 3: AI Deployment & Live Testing (Week 6-8)

  • 1. Deploy AI-driven insights into existing workflows (e.g., CRM, marketing automation, call centre operations).
  • 2. Conduct real-time testing with a controlled subset of sales and marketing campaigns.
  • 3. Measure impact on key performance metrics such as conversion rates, lead quality, customer engagement, and operational efficiency.
  • 4. Gather user feedback from sales and marketing teams to refine AI outputs.

Phase 4: Performance Analysis & Optimisation (Week 9-10)

  • 1. Conduct an in-depth analysis of AI-driven performance versus baseline KPIs.
  • 2. Optimise AI models based on real-world feedback and identified inefficiencies.
  • 3. Develop an iterative improvement roadmap for continued AI enhancements.
  • 4. Provide a detailed report on key learnings, ROI projections, and recommended next steps.

Phase 5: Final Review & Strategic Roadmap (Week 11-12)

  • 1. Present final findings to Thane Direct UK leadership team.
  • 2. Deliver a comprehensive AI strategy roadmap for full-scale implementation.
  • 3. Outline budget, resource requirements, and expected long-term impact.
  • 4. Facilitate an executive Q&A session to address any final considerations.

Key Milestones & Deliverables

Project Governance & Reporting

  • 1. Weekly Status Updates: Regular reports tracking progress against key milestones.
  • 2. Bi-Weekly Check-Ins: Alignment calls with Thane Direct UK stakeholders to ensure objectives remain on track.
  • 3. Final Review & Next Steps: Presentation of findings and AI roadmap for long-term adoption.

This structured execution plan ensures a smooth rollout, maximising business impact while minimising risk.

Why This PoV Matters to Different Stakeholders – Fully Expanded with Metrics, KPIs, and OKRs

Implementing AI-powered automation is a strategic business decision that impacts multiple departments. To ensure buy-in across different stakeholders at Thane Direct UK, this section outlines why the PoV is relevant to each function, along with specific Key Performance Indicators (KPIs) and Objectives & Key Results (OKRs) that measure its success.

For the Head of Operations

Why It Matters:

  • 1. Reduces customer service inefficiencies by eliminating manual ticket triaging and repetitive queries.
  • 2. Accelerates resolution times through automated ticket routing, chatbot assistance, and AI-suggested responses.
  • 3. Enhances real-time visibility into service performance via Power BI dashboards tracking operational KPIs.

Key Performance Indicators (KPIs):tions

  • 1. First Response Time (FRT): Reduce from current baseline (~12 hours) to under 4-6 hours.
  • 2. Average Resolution Time: Improve from current levels (~48 hours) to under 24 hours.
  • 3. Agent Utilization Rate: Ensure agents spend at least 70 percent of their time on high-value support cases, rather than routine queries.
  • 4. Escalation Reduction: Reduce unnecessary escalations by 35 percent, ensuring critical issues are prioritized correctly.
  • 5. Customer Satisfaction (CSAT) Score: Target an increase from current levels (~75 percent) to above 85 percent.

Objectives & Key Results (OKRs):

  • 1. Objective: Improve overall customer service efficiency and streamline operations.
  • 2. Key Result 1: Automate 50-60 percent of routine customer inquiries to reduce manual workload.
  • 3. Key Result 2: Implement real-time tracking of service level agreements (SLAs) to ensure 90 percent or higher SLA compliance.
  • 4.Key Result 3: Achieve a 20 percent increase in first-contact resolution (FCR) within three months.

For the IT Team

Why It Matters:

  • 1. Seamless integration with Odoo ensures low-disruption deployment with minimal IT intervention.
  • 2. No additional infrastructure costs due to cloud-based AI models.
  • 3. API-driven automation simplifies multi-channel ticketing workflows across website, email, and social media.

Key Performance Indicators (KPIs):

  • 1. AI Deployment Time: Achieve full deployment within six to eight weeks without causing operational delays.
  • 2. System Downtime: Ensure 99.9 percent uptime during AI rollout, minimizing disruptions.
  • 3. API Response Time: Maintain integration latency under 300 milliseconds for seamless AI interactions.
  • 4. Data Security and Compliance: Ensure full GDPR compliance in handling customer data via AI systems.

Objectives & Key Results (OKRs):

  • 1. Objective: Deploy AI-driven automation with minimal IT overhead while ensuring system security.
  • 2. Key Result 1: Successfully implement Odoo-integrated AI automation with a zero-downtime rollout.
  • 3. Key Result 2: Ensure API-driven automation across all customer communication channels within PoV period.
  • 4.Key Result 3: Maintain 100 percent data security compliance, conducting at least two security audits during PoV.

For the Customer Service Team

Why It Matters:

  • 1. Reduces workload on agents, allowing them to focus on complex inquiries.
  • 2. AI-assisted responses improve accuracy and consistency across all communication channels.
  • 3. Faster customer resolution times lead to higher satisfaction and loyalty.

Key Performance Indicators (KPIs):

  • 1. Agent Productivity (Tickets per Agent per Day): Improve agent efficiency by 25-35 percent.
  • 2. AI Deflection Rate: Ensure 50-60 percent of routine inquiries are resolved by AI, reducing agent workload.
  • 3. Customer Churn Rate Reduction: Lower customer churn due to faster resolution and AI-driven self-service options.
  • 4. Quality of AI-Assisted Responses: Maintain an AI-response accuracy rate of 90 percent or higher, ensuring consistent messaging.

Objectives & Key Results (OKRs):

  • 1. Objective: Enable customer service agents to work efficiently with AI assistance.
  • 2. Key Result 1: Automate at least 50 percent of customer inquiries by end of PoV.
  • 3. Key Result 2: Reduce average handling time (AHT) per ticket by 30 percent, allowing agents to handle more cases.
  • 4. Key Result 3: Ensure at least 80 percent of agents report increased efficiency with AI ticketing and chatbot automation.

For the Finance Team

Why It Matters:

  • 1.Agent Productivity (Tickets per Agent per Day): Improve agent efficiency by 25-35 percent.
  • 1. AI automation reduces operational costs by minimizing labor-intensive support processes.
  • 2. Data-driven insights from Power BI enable cost forecasting and ROI tracking.
  • 3. AI reduces the need for additional support staff, optimizing existing resources.

Key Performance Indicators (KPIs):

  • 1. Cost per Ticket Reduction: Target a 30-50 percent reduction in support costs by automating routine interactions.
  • 2. Customer Retention Impact: Improve customer retention rates by at least 10 percent through faster response times.
  • 3. AI Cost Savings: Ensure the PoV demonstrates cost savings exceeding £[X,XXX], proving clear ROI.
  • 4. Operational Efficiency Gains: Reduce the cost per customer interaction by at least 40 percent.

Objectives & Key Results (OKRs):

  • 1. Objective: Demonstrate clear financial benefits of AI-driven automation.
  • 2. Key Result 1: Achieve an ROI-positive outcome from the PoV within three months.
  • 3. Key Result 2: Reduce customer support staffing costs by 20 percent through AI-powered automation.
  • 4. Key Result 3: Track AI-driven cost savings using real-time Power BI reporting dashboards.

Summary of Why the PoV Matters to All Stakeholders

This ensures that Thane Direct UK can:

  • 1. Test AI automation across key operational areas with clear success metrics.
  • 2. Evaluate financial impact before making a full-scale investment.
  • 3. Gain real-world performance data for Q4 strategic decision-making.

Next Steps – Moving Towards a PoV Implementation

To ensure a structured and smooth transition from proposal to execution, we propose scheduling a PoV planning session by February 27. This meeting will serve as the official kickoff discussion to finalize the PoV’s scope, success metrics, and implementation steps.

Proposed Agenda for PoV Planning Session

This ensures that Thane Direct UK can test AI automation risk-free while gaining measurable insights into its benefits before committing to full-scale implementation.

Total Duration: 2 hours

Clear Action Plan & Execution Roadmap

The Proof of Value (PoV) initiative will follow a structured, milestone-based approach to ensure clear progress tracking and alignment with business goals.

Key Responsibilities for Thane Direct UK Teams

To ensure smooth execution, Thane Direct UK’s teams will have minimal but strategic involvement throughout the PoV process.

Key Decision Points During PoV

Throughout the PoV, key review checkpoints will allow Thane Direct UK to assess performance and decide on the next steps.

Key Performance Indicators (KPIs):

  • 1. Schedule PoV Planning Session – We recommend finalizing the date by February 27
  • 2. Confirm Key Participants – Head of Operations, IT, Customer Service Manager, Finance Team.
  • 3. Finalize Success Metrics & KPI Benchmarks – Ensure alignment on measurable outcomes.
  • 4. Sign Off on PoV Timeline & Implementation Scope – Confirm go-live date.
  • 5. Begin Execution – Phase 1 implementation starts immediately after planning session approval.

This ensures Thane Direct UK has a fully structured, measurable, and risk-free approach to AI adoption while maintaining business continuity.

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