SHS ADVISORY GROUP Communication Control System – Full Project Implementation
Plan Assigned to: Sanju (Intern) Supervision: Narayanan Swaminathan, PhD
Project Objective
This project aims to build a fully centralized digital communication system for SHS Advisory
Group to manage its growing customer communications efficiently across multiple platforms.
The system will cover emails, WhatsApp numbers, company mobile numbers, and social media
accounts into one fully controlled platform. The intern will study, learn, implement, test,
document, and prepare the entire system for smooth handover to the newly appointed
Executive Assistant.
Why This Project is Critical for SHS
● SHS handles multiple clients, government agencies, banks, investors, and partners.
● Communication currently happens through multiple individual platforms:
○ 6 GoDaddy email accounts
○ 3 Gmail accounts
○ LinkedIn, Facebook, Instagram
○ 3 WhatsApp numbers for customer support
○ 4 mobile numbers for voice calls
● Lack of centralized control leads to:
○ Delays in customer response
○ Duplication of work
○ Lack of tracking
○ Unnecessary manpower load
○ Reduced productivity
This project will bring:
● Central control
● Single window management
● Reduced manpower
● Higher efficiency
● Professional customer service
● Clear reporting and monitoring
Why This Project is Valuable for You (Sanju)
● Gain hands-on experience in business process automation.
● Implement real enterprise software used globally.
● Learn multiple high-demand digital platforms.
● Build the operational backbone of SHS.
● Gain experience in:
○ Digital systems implementation
○ CRM platforms
○ Cloud telephony
○ Customer service automation
○ Social media management automation
○ SOP writing and handover documentation
● Acquire highly valuable practical knowledge for your future career.
What You Will Learn and Use
1. Zoho One (Business Operating Platform)
Zoho One is a complete suite of 40+ integrated business applications. You will use:
● Zoho Mail: Combine multiple email accounts into one platform
● Zoho CRM: Manage customer data, leads, follow-ups, project tracking
● Zoho Social: Manage all social media accounts in one place
● Zoho Projects: Task management and follow-up assignments
● Zoho WorkDrive: Company cloud document storage
● Zoho Bookings (if needed): Online appointment booking system
2. WATI (WhatsApp API Platform)
● Combine multiple WhatsApp business numbers into one central system.
● Multi-agent chat assignment.
● Automated greeting, quick replies, chat routing.
● Full customer service management through WhatsApp.
Alternate option: [Link]
3. Exotel (Cloud Telephony Platform)
● Combine 4 company mobile numbers into one central cloud-based calling system.
● Call routing, call forwarding, call recording, call tracking, reporting.
● Easily control incoming and outgoing calls centrally.
How This System Will Save Manpower and Cost
Without this system:
● 3-4 staff members would be needed to handle all communication individually.
With this system:
● 1 well-trained Executive Assistant can control everything from one dashboard.
Estimated Technology Cost (Monthly):
Zoho One: ₹2500-3000 WATI or [Link]: ₹3000-5000 Exotel: ₹2000-4000 Total Monthly
Cost: ₹8000-10,000
This system is highly cost-effective, scalable, and professional.
Step-by-Step Learning and Implementation Plan
Phase 1: Learning (Weeks 1-2)
● Complete Zoho Academy training: [Link]
● Focus on: Zoho Mail, Zoho CRM, Zoho Social, Zoho Projects, Zoho WorkDrive
● Study WATI platform: [Link]
● Study Exotel platform: [Link]
● Watch YouTube tutorials for practical demonstrations.
Phase 2: Email Consolidation (Week 3)
● Setup Zoho Mail for SHS.
● Integrate 6 GoDaddy email accounts and 3 Gmail accounts.
● Create folders for department-wise classification.
● Setup spam filters and sorting rules.
Phase 3: Social Media Management (Week 4)
● Setup Zoho Social.
● Connect LinkedIn, Facebook, Instagram business accounts.
● Learn scheduling, monitoring, and reporting.
Phase 4: WhatsApp Customer Service Setup (Week 5)
● Setup WATI (or [Link]) trial.
● Combine 3 WhatsApp Business Numbers.
● Create greetings, quick replies, and automate responses.
● Learn chat assignment and reporting.
Phase 5: Mobile Call Management Setup (Week 6)
● Study Exotel.
● Plan linking 4 company mobile numbers.
● Learn call routing, forwarding, assignment, recording, and reporting.
Phase 6: Documentation & Handover Preparation (Weeks 7-8)
● Prepare SOPs for each platform.
● Create training manual for Executive Assistant.
● Conduct internal trial runs.
● Prepare final handover report.
SOP Structure for Each Module
1. Platform Name
2. Purpose
3. Daily tasks
4. Weekly tasks
5. Reporting
6. Escalation procedure
7. Troubleshooting
8. Support contacts
Weekly Progress Reporting Format
Week Date Task Completed Issues Support Next Week
No s Focus Tasks Faced Required Plan
Master Implementation Checklist
Platform Module Task Statu Remarks
s
Zoho Mail Setup Unified Email
Zoho CRM Setup Customer Database
Zoho Social Connect Social Accounts
Zoho Projects Setup Task Management
Zoho WorkDrive Setup Document Storage
WATI WhatsApp Setup WhatsApp Integration
Exotel Phone Setup Mobile Call Management
Documentation SOP Prepare SOP Documents
Testing Trial Run Conduct Full System Test
Handover Training Prepare Executive Assistant
Training
Timeline Summary
Phase Task Duration
Phase Learning Weeks 1-
1 2
Phase Email Setup Week 3
2
Phase Social Media Setup Week 4
3
Phase WhatsApp Setup Week 5
4
Phase Phone System Setup Week 6
5
Phase Documentation & Handover Weeks 7-
6 8
Final Outcome
By the end of this internship project:
● SHS Advisory Group will have a fully operational, professional communication control
system.
● Sanju will gain highly valuable, real-world, hands-on experience in enterprise software
implementation.
● Full SOPs and training documentation will be ready for the new Executive Assistant.
● This system will serve SHS operations for the next decade.
Support Available
You will receive weekly reviews, guidance, and full support from me throughout the assignment.
Let us treat this as a live company project, not just an internship.
