SmartHomeConcierge.ai – Project/SOW Created Workflow

Purpose

The Project/SOW Created stage is used when a customer request is too large, too complex, or involves multiple tasks that require a formal project plan instead of a standard support ticket.

A Statement of Work (SOW) is created to define the project scope, objectives, recommendations, deliverables, and implementation plan.

This stage separates simple support requests from larger smart home projects that require planning and multiple phases.

When to Move a Ticket to Project/SOW Created

Move a ticket to Project/SOW Created when:

• Multiple devices are involved.
• Multiple service providers are involved.
• Multiple rooms are involved.
• A complete smart home design is requested.
• A property-wide assessment is required.
• Multiple recommendations must be coordinated.
• The request requires phased implementation.
• The project will generate multiple future tickets.

Common Examples

Whole Home Security Upgrade

Customer Request:

"I want to improve security throughout my entire home."

Potential Scope:

• Doorbell camera
• Outdoor cameras
• Floodlight cameras
• Smart locks
• Alarm system
• Motion sensors
• Mobile notifications

Move to:

Project/SOW Created

Smart Home Automation Project

Customer Request:

"I want my entire house automated."

Potential Scope:

• Alexa
• Smart lighting
• Smart thermostats
• Smart locks
• Smart plugs
• Routines
• Automations
• Presence detection

Move to:

Project/SOW Created

Energy Optimization Project

Customer Request:

"I want to reduce my utility bills."

Potential Scope:

• Smart thermostat review
• HVAC scheduling
• Water heater controls
• Smart lighting schedules
• Energy monitoring
• Utility analysis

Move to:

Project/SOW Created

Pet Technology Project

Customer Request:

"I want a complete smart pet system for Luna."

Potential Scope:

• Smart pet door
• GPS collar
• Cameras
• Motion alerts
• Feeding automation
• Activity monitoring

Move to:

Project/SOW Created

Project Review Process

Step 1 – Define Customer Goal

Identify:

• What the customer wants to accomplish
• Primary concerns
• Desired outcome
• Budget considerations if provided

Document the overall project objective.

Step 2 – Review Existing Environment

Review:

• Existing devices
• Existing providers
• Existing automations
• Existing subscriptions
• Property information

Determine what can be reused.

Step 3 – Gather Supporting Information

Review available information from:

• Customer requests
• Previous tickets
• Existing smart home ecosystem
• Property information
• Connected applications when applicable

Examples:

• Zillow
• Google Places
• Weather
• Address information

Step 4 – AI Analysis

The SmartHomeConcierge.ai Bot reviews:

• Customer goals
• Existing devices
• Existing providers
• Property information
• Configuration Library articles
• Integration opportunities

The Bot generates project recommendations.

Step 5 – Create Statement of Work

The SOW should include:

Project Summary

Overview of customer objective.

Existing Environment

Current devices and services.

Recommended Solutions

Recommended products, services, and integrations.

Project Phases

Recommended implementation order.

Contractor Requirements

Identify physical installation requirements.

Future Support Requirements

Identify configuration, automation, and support needs.

Contractor Reminder

SmartHomeConcierge.ai does not perform physical installations.

If a project requires:

• Electrical work
• Mounting
• Wiring
• Drilling
• Construction
• Network cabling

The customer must:

• Complete installation themselves
• Hire a contractor of their choice

After installation, SmartHomeConcierge.ai may assist with:

• App setup
• Device configuration
• Notifications
• Automations
• Integrations
• Ongoing management

Required Internal Documentation

Before changing status, document:

Date:

Project Name:

Customer Goal:

Project Scope:

Providers Involved:

Devices Involved:

Recommended Solutions:

SOW Created:

Next Step:

Customer Communication

Notify the customer that the request has moved beyond a standard support ticket and into project planning.

Email Example

Subject:
Project Planning Started

Hello,

Your request requires a larger project plan to ensure all recommendations, devices, integrations, and implementation steps work together properly.

A SmartHomeConcierge.ai Statement of Work (SOW) is being created to outline the recommended solution, project scope, and implementation plan.

We will contact you with the completed project recommendations and next steps.

Thank you.

SMS Example

Your SmartHomeConcierge.ai request requires project planning. We are creating a Statement of Work (SOW) outlining recommendations, implementation steps, and next actions. We will contact you once the project plan is complete.

Next Status After SOW Creation

After the Statement of Work is completed:

In Progress

Project implementation begins.

Waiting on Customer

Customer approval required.

Scheduled

Implementation date scheduled.

Completed

Project planning completed with no further action requested.

Goal

The goal of the Project/SOW Created stage is to transform large or complex customer requests into a structured implementation plan that clearly defines recommendations, project scope, installation requirements, integrations, and future support activities before execution begins.