All customer information, issues, and resolution lifecycles, unified in Seamless across every channel.
Three phases from foundation to full visibility
Internal workflow implementation andmigrations. Teams & Telegram integration and go live. MI feed auto population from integrated APIs. Seamless as SSOT for customer data.
WhatsApp integration & rollout. Automated capture of issues, quotes, trades.
All merchants migrated. Legacy deprecated. Seamless as single source of truth for relationship management, execution discipline and market intelligence.
Click each phase to see weekly deliverables
| Week | Integration / Feature | Adoption |
|---|---|---|
| Week 1 | Product discovery for internal workflows | Mandate to upload/move all merchant data on Seamless; Slack merchant 100% coverage |
| Week 2 | Teams workflows implementation; MI feed integration; pulling of rates via APIs | Seamless as source of truth for all merchant data |
| Week 3 | Teams + Telegram integration (both) | Treasury customer lookups daily; Quotes – rate requests logged and enforced; Team workflows: Testing & Migration |
| Week 4 | Release of workflows implementation, MI feed and Teams/Telegram integration; fixes | Internal teams fully operational on Seamless |
| Week | Integration / Feature | Adoption |
|---|---|---|
| Week 5 | WhatsApp integration begins (OBA expected) | Internal teams using Seamless for workflows; required changes being made |
| Week 6 | WhatsApp integration; automated capture of issues; analytics | — |
| Week 7 | Automated capture of quotes and trades; release of WhatsApp implementation | WhatsApp migration pilot (50 merchants) |
| Week 8 | Release of WhatsApp implementation; fixes | Treasury: Trades – all executed trades, quotes, issues auto captured and logged |
| Week | Integration / Feature | Adoption |
|---|---|---|
| Week 9 | Omnichannel review and synchronisation | WhatsApp expansion (200 merchants) |
| Week 10 | Auto-escalation tuning; MI feed refinements | Treasury trade logging reviews and confirmations; Treasury response tracking operational |
| Week 11 | Legacy WhatsApp groups deprecated | Trade + settlement status linked |
| Week 12 | Stabilisation; feedback loops established | Full visibility achieved; Seamless as single source of truth for relationship management, execution discipline and market intelligence |
What we'll measure at end of Q1
| Metric | Target |
|---|---|
| Merchant messages captured | 100% across all channels |
| Channels integrated | 5 (Slack, Zendesk, Telegram, Teams, WhatsApp) |
| Internal teams on Seamless | 5+ (Settlement, Engineering, Legal, Account Management, Support) |
| Treasury adoption | Customer info + Quotes + Trades logged |
| Market Intelligence feed | Hourly BMR updates; Morning Brief daily |
What could slow us down and how we'll handle it
Teams/Telegram/internal migrations proceed regardless; WhatsApp compresses into Weeks 6–12.
Mandate in Week 1; start with lookups (low friction), build habit before requiring logging.
Shared discovery week ensures buy-in; generic workflow system reduces friction.
TAMs personally migrate Enterprise first; demonstrate value before scaling.
Team required to deliver the Q1 roadmap
To build integrations, workflows, and platform features across the stack.
To drive adoption across internal teams and merchants, manage migrations, and ensure successful rollout.