The document outlines a change implementation proposal aimed at transforming a client’s customer handling and grievance management system from a manual process to a more automated and efficient system. It presents a structured five-phase action plan, including research, material purchase, programming, testing, and communication of the new workflow, detailing expected challenges and the associated costs of approximately $8,000. The proposal emphasizes the consultancy's role in managing the transition to minimize resistance and enhance client satisfaction through improved digital interaction.