Vertical solution package tutorial
A week 3 tutorial for standardize delivery through one inspectable output.
When this is the right output
Use this after the pilot is valued but delivery scope is not repeatable yet.
Prepare before you start
- Delivery and feedback records from the first two weeks
- One repeated or costly step
- One quote, process, or boundary to clarify
Public case breakdown
How Stellantis &You UK used Make for aftersales messaging
The aftersales team was overloaded by phone and in-person communication. In Make's case, intent and sentiment classification routed ordinary messages to automation and subtle dissatisfaction signals to human follow-up.
Source
Make customer care success story47,000+ messages analyzed and 18,000+ handled automatically over 12 months
It did not start as a huge system
Classify first
The workflow judges intent and sentiment before attempting any response.
Keep human boundaries
Negative, ambiguous, and risky messages are escalated to people.
Track outcomes
The team measures handled volume, escalation, and customer feedback instead of showing only a workflow diagram.
What to copy
Sell saved time, not the diagram
Clients buy less repeated work and fewer missed issues, not the automation canvas.
Automate low-risk work first
Classification, sorting, notification, and logging are safer first steps than full auto-replies.
Price from before-after evidence
Record manual time and post-automation time before quoting a pilot.
Build a small version
Collect 20 historical messages
Pick one niche such as clinics, training firms, or local services.
Create 3 labels
Use only no reply needed, needs human, possible churn.
Run 5 reviewed tests
Let AI classify, review manually, then calculate accuracy and time saved.
Do not promise fully automated support first. Message triage and human alerts are easier pilots to sell.
Build the first version
Find repeated actions
Review the first two weeks and find the most repeated, costly, or standardizable step.
Write the checklist
Document inputs, process, review rules, and delivery boundary.
Improve one step
Optimize the one step that most affects delivery before expanding scope.
Update the entry
Put the new boundary back into the page, quote, form, or delivery note.
Copy-ready templates
SOP opening
To make delivery repeatable, this process only turns [input] into [output] and does not cover [out-of-scope item] yet.
Boundary note
The client provides [material], I deliver [result], and human review is required at [review point].
How to decide the next step
Continue when
- Clients understand the scope without extra explanation
- One paid pilot intent appears
- Risk boundaries are accepted
Change direction when
- The process cannot be written as a checklist.
- There is no repeated-step evidence before automation.
- The scope keeps expanding and pricing gets harder to explain.
Tool choices for this output
ClickUp: work management
Use: Create implementation checklist and input template
Alternative: Notion
Open toolReturn to the result after you finish this output
In week three, package the manual pilot into scope, inputs, pricing, and risk boundaries.