Three scopes, each independently approved
Yoongmei runs a 40-year freight and transport operation on a capable in-house Planning System, but takes customer orders by hand: enquiries arrive by WhatsApp and a public web form, staff read and re-key each one into the Planning System, then re-key a second time into a separate ordering backend. The cost of manual intake is not just time — orders get missed, and a missed order is lost revenue and a customer who tries a competitor next.
Prisma proposes a three-part engagement, each part independently scoped and approved:
| Scope | What you get | |
|---|---|---|
| 0 | Systems Takeover & Security | Your IT estate inventoried, secured, and documented in your name — essentials only |
| A | AI WhatsApp Customer Service Assistant | The assistant you've seen, fully managed in production — WhatsApp + website chat, 3 languages, answering customers 24/7 |
| B | Customer Ordering System | Login-free customer ordering that flows straight into your Planning System — no re-keying, no missed orders |
Every order is typed twice, by hand
Today an order travels like this:
We looked at the live system. The public enquiry form drops every request into a single free-text box — pickup, drop-off, container size, cargo type, weight and date all mixed into one paragraph that a person must untangle for every order. Genuine freight enquiries sit buried among marketing spam, triaged by hand with a "replied" checkbox. It works because your people are diligent — but it does not scale, and it leaks orders.
Systems Takeover & Security
You are taking ownership of your full IT estate from your previous developer — servers, cloud account, domains, and all the passwords. Before anything new is built, Prisma secures and documents what you already own. This scope is deliberately kept lean and essentials-first: it covers exactly what must be fixed before any build starts, nothing more.
We reviewed the handover package. In its current state, the access it contains is not safe to leave as-is — credentials are weak, reused, and were shared insecurely. Tightening this is the foundation everything else stands on.
Itemized deliverables
| # | Item | What's included |
|---|---|---|
| 0.1 | Full estate inventory | 5 servers, cloud (AWS) account, 15 domains, social & developer accounts — one register of everything you own |
| 0.2 | Credential security sweep | Rotate every password, enable two-factor authentication everywhere, rebuild cloud-account recovery so only you control it |
| 0.3 | Access lockdown | Close publicly-exposed database access, least-privilege per system, re-issue server keys (retire the shared decade-old key) |
| 0.4 | Password manager handover | All credentials secured in a proper password manager, handed to you with training |
| 0.5 | Documentation | Architecture + security baseline document, domain renewal/billing confirmation, plain-language handover doc — what you own, what's protected, what it costs to run |
AI WhatsApp Customer Service Assistant
A fully managed AI assistant on a dedicated WhatsApp number (1 free number included; up to 10 supported for branches/departments), answering customers 24/7 in 3 primary languages (English, Bahasa Malaysia, 中文 — Tamil/Vietnamese understood too). This is not a generic chatbot template: it is a production-grade AI engine already serving live businesses, customised to Yoongmei's services, rates, and coverage areas.
Setup — itemized inclusions
| # | Included in setup | Detail |
|---|---|---|
| A.1 | WhatsApp provisioning | 1 free dedicated number + account setup, profile, connection (up to 9 more numbers at no extra setup cost) |
| A.2 | AI platform configuration & deployment | 4-tier intent classification (pattern → fuzzy → semantic → LLM), automatic language detection, prompt-injection protection, multi-provider AI failover |
| A.3 | Knowledge base compilation | We structure ALL your static info — services (LCL/FCL/console/charter/cross-border), coverage & ports (Pasir Gudang, Tanjung Pelepas), rates guidance, FAQs, hours. You give raw materials; we do the rest |
| A.4 | Guided quotation collection | Structured 8-step workflow — name, pickup, delivery, commodity, quantity, weight, dimensions, billing — complete enquiry summary sent to your team. No detail missed |
| A.5 | Admin dashboard + team-leader oversight | Live conversation monitor, staff-reply review with identity/timestamp, auto/manual mode control per conversation, searchable history, escalation queue with urgency detection |
| A.6 | Web channels (bonus) | Embeddable website chat widget + standalone webchat page — included at no extra cost |
| A.7 | Testing, QA, go-live & training | Plus full data export (CSV/JSON) on request after 6 months — already included, no exit fee |
Ongoing managed service
A monthly subscription covers everything needed to keep the assistant running and improving: a generous AI usage allowance (~5,000–10,000 conversations/month), managed hosting with 99.9% uptime, daily backups, knowledge-base updates whenever your information changes, proactive monitoring + priority support, and every upcoming feature included — voice in/out, OCR of delivery orders, Google Calendar & Gmail integration, scheduled messages, broadcast campaigns, weekly WhatsApp performance reports, customer contact database. The subscription begins only when the assistant is live with real customers.
Phased rollout (risk-free)
- Phase 1 — Assisted: AI suggests, your team approves every reply. Zero risk of wrong answers reaching customers.
- Phase 2 — Semi-autonomous: routine FAQs answered automatically; quotations, pricing and complaints still routed to staff.
- Phase 3 — Full autonomous: AI handles the volume, your team handles the exceptions.
Why it beats hiring
| Traditional staff | AI assistant | |
|---|---|---|
| Working hours | 8 hrs/day, 5–6 days | 24/365 |
| Languages | 1–2 | 3, instantly |
| Simultaneous customers | 1–2 | Unlimited |
| MC / leave / training time | Yes | Never |
| Consistency | Varies by mood/fatigue | Always consistent |
Customer Ordering System
The core of the engagement: a login-free ordering experience for your customers that writes structured orders straight into your Planning System — eliminating both manual re-keys and the missed-order problem.
What your customers get
Place an order via WhatsApp or a one-tap link — no account, no password. Pickup, drop-off, container type, cargo and date captured as structured fields, not a free-text blob. Automatic status updates (received → dispatched → delivered).
What your staff get
Orders arrive already structured and validated in the Planning System. Your intake team moves from copy-typing to a quick review-and-approve screen. No second re-keying.
Built for what's next
Architected multi-tenant from day one, so the same platform can onboard a second fleet operator when you're ready to grow toward the 3000trucks vision — without a rebuild.
How an order will travel after Scope B
The order form, done right
Instead of one free-text box, every order captures structured fields: pickup point, drop-off point, container/truck type, cargo type, weight, and required date. The system validates each field as the customer fills it — an order cannot arrive incomplete. Repeat customers are recognised by phone number, so their company details pre-fill without any account or password.
What your staff see
A review console lists every incoming order with its structured fields already in the Planning System. Staff approve clean orders in one click, edit the rare exception, and flag spam — instead of untangling paragraphs and typing each order twice. Nothing is dispatched without staff approval: automation does the typing, your people keep the judgment.
Itemized modules (Phase B2 build)
| # | Module | What it does |
|---|---|---|
| B2.1 | Customer ordering interface | Login-free ordering via WhatsApp bot and one-tap web link; structured fields; repeat-customer recognition by phone number |
| B2.2 | Planning System integration layer | The API endpoints your system doesn't expose today — order creation, customer lookup, status read/write — designed, built, and documented |
| B2.3 | Order validation engine | Field-level validation (locations, container types, dates, weights); incomplete or spam enquiries filtered before they reach staff |
| B2.4 | Intake hand-off automation | The double-entry between your two systems replaced by a single automated flow into the ordering backend |
| B2.5 | Staff review & override console | One screen to review, approve, edit, or reject incoming orders; full audit trail of who approved what |
| B2.6 | Customer status notifications | Automatic WhatsApp updates at each stage: received → dispatched → delivered |
Phased delivery
| Phase | Weeks | Deliverable |
|---|---|---|
| B1 — Discovery & Design | 2 | UX prototype + integration spec + field dictionary, signed off with you; final channel form (WA bot vs link vs both) decided here |
| B2 — Build | 6–10 | The 6 modules above, working and internally tested |
| B3 — Deploy & Handover | 2 | Live in production; staff trained; documentation; 90-day warranty begins |
A local team that already knows your stack
- Local Johor team, on-site with you already (visit 11 May 2026), chatbot demo live, handover received.
- Proven delivery on comparable integration work — AutoCount migration + custom-module builds, AutoCount ⇄ warehouse-system integration, both delivered on milestone schedules.
- We already understand your stack — we've walked the Planning System and the handover; the integration path is mapped, not guessed.
- Optional: guidance on Malaysian digitalisation grants (SME Corp / MSME Digital) to offset part of this investment — discussed separately.
Recommended Sequence
| When | Activity |
|---|---|
| Week 1 | Approve Scope 0 + Scope A |
| Week 2–3 | Scope 0 — secure & document your systems |
| Week 2–5 | Scope A — assistant set up, knowledge base built, go-live |
| Week 4 | Scope B Phase 1 begins (informed by the audit) |
| Week 6–15 | Scope B — build → test → go-live |
| Ongoing | Optional care plan — hosting, support SLA, monitoring |
Next Steps
- Review this scope overview; we'll walk through any part together.
- Confirm which scopes to start with (our recommendation: 0 + A now).
- We provide the itemized quotation and engagement letter, and begin within the week of approval.