Prepared for Ace Industrial Supply
A custom outbound platform designed to move Ace from approximately 500,000 toward 800,000–1,000,000 connected calls per month—while enforcing Ace’s compliance rules before each dial, improving campaign execution, and reducing the risk that a site outage stops production.
Ace owns the custom application code, configuration, and data outputs developed for the engagement. Third-party carrier and cloud services remain portable and are billed month to month.
Ace’s current environment supports today’s operation, but it is operating near its practical capacity and does not provide the controls, automation, or resilience required for the next stage of growth.
Monmac proposes a phased replacement of the calling layer—not the ERP, CRM, or the rest of Ace’s operating systems. The new platform will give agents and managers one working interface while handling compliance checks, dialing, campaign logic, reporting, and failover underneath.
The engagement is structured to reduce implementation risk:
Deliver a platform that can support Ace’s target call volume, strengthen compliance enforcement, improve agent productivity, and provide a controlled path away from fragmented systems and per-seat software dependency.
The current stack supports approximately 500,000 connected calls per month. Reaching 800,000–1,000,000 will require more than additional dialing volume; it requires a unified platform engineered around concurrency, carrier capacity, data throughput, agent workflow, and operational resilience.
Agents and managers currently make key decisions about which number to call, when to call it, and which campaign receives priority. That limits consistency and makes it difficult to apply Ace’s historical performance data at scale.
Ace’s stated requirement is to validate each number immediately before a call is placed. The proposed platform will enforce suppression and eligibility rules at the point of dial and maintain an auditable record of the decision.
A prior power and connectivity failure stopped calling for several hours. The new design will include cloud-based continuity, carrier redundancy, backup routing, monitoring, and a documented recovery plan so a single site failure does not automatically become a floor-wide shutdown.
Ace needs a specific combination of ownership, per-call compliance enforcement, custom campaign logic, data-driven call prioritization, existing-system integration, multilingual rollout, and operational continuity. The proposed platform is designed around that combination rather than forcing Ace into a generic per-seat product and its limitations.
Campaign management, dialing, dispositions, recordings, number selection, agent routing, and real-time call outcomes.
Suppression, Do Not Call, consent, customer-status, and internal eligibility rules checked immediately before a dial, with a complete audit trail.
Call timing, lead prioritization, campaign triggers, purchase-history analysis, and risk scoring based on Ace’s own data and the option selected.
Monitoring, backup routing, recovery procedures, data protection, and phased failover controls designed around the outages Ace has already experienced.
Ace owns the custom layers that create operating advantage. Commodity carrier and cloud services remain replaceable and are passed through at cost.
| Area | Today | With the proposed platform | Business impact |
|---|---|---|---|
| Connected-call capacity | Approximately 500,000 per month and near the current ceiling | Engineered and validated against the agreed 800,000–1,000,000 target | Supports growth without rebuilding the core platform again |
| Call selection | Managers and agents make many decisions manually | Numbers, timing, and campaign priority can be scored and queued automatically | More agent time directed toward higher-probability opportunities |
| Compliance | Batch list processing and separate checks | Eligibility and suppression rules enforced immediately before each dial | Fewer preventable compliance failures and a defensible audit trail |
| Business continuity | A site outage can stop the floor | Cloud deployment, carrier redundancy, backup routing, and recovery procedures | Reduced downtime and faster recovery |
| Ownership | Critical capability is spread across licensed systems | Ace owns the custom application, configuration, and data outputs | Greater control, portability, and negotiating leverage |
| Ongoing platform cost | Approximately $15,000 per month | Estimated at approximately $24,000–$27,000 per month at 200–250 agents, plus the one-time build | A predictable operating model that supports the higher-volume target and includes managed service |
The platform is designed to support Ace’s move beyond the current 500,000-connected-call ceiling and toward the agreed target without another core-system replacement.
Every proposed dial is evaluated against Ace’s rules before it reaches the carrier. Failed or unverified eligibility checks stop the call and create a record of why it was blocked.
Campaign automation, call timing, lead scoring, and number selection reduce avoidable manual decisions and direct agent capacity toward the contacts most likely to produce an outcome.
The target architecture separates the calling operation from a single physical location and provides documented failover and recovery paths.
Ace owns the custom code and configuration produced for the engagement and retains full access to its data. Third-party services can be replaced without rebuilding the entire application.
Duration: 2–3 weeks
Discovery converts the current business and technical requirements into a complete implementation plan.
Decision gate: Ace reviews the complete design and decides whether to proceed, which build option to select, and whether any scope should change.
Target duration: approximately 3 months
The agreed platform is built and integrated while Ace’s existing operation continues unchanged.
Milestone: A working platform ready for formal validation.
Target duration: approximately 1 month
The platform is tested against the acceptance criteria agreed during Discovery.
The platform does not move into production until the agreed thresholds are met.
Target duration: approximately 3 months
Agents move to the platform in controlled waves. English- and Spanish-language workflows, training, and support are included where required.
Milestone: Full production rollout across the approved locations and teams.
Ongoing after go-live
Monmac monitors and supports the platform after launch.
Ace owns the custom application code, custom configuration, and engagement-specific data outputs created under the agreement, subject to the final contract. Ace receives full export rights and operating documentation. Open-source software, third-party services, and Monmac’s pre-existing tools remain subject to their existing licenses and ownership terms.
The investment has two parts:
Compliance and calling foundation
Everything in Core, plus workflow intelligence
Everything in Professional, plus advanced intelligence and resilience
Final feature boundaries, data availability, acceptance criteria, and third-party dependencies are confirmed during Discovery.
| Phase | Enterprise | Professional | Core |
|---|---|---|---|
| Discovery & Solution Design | $15,000 | $15,000 | $15,000 |
| Build | $155,000 | $120,000 | $90,000 |
| Validation | $40,000 | $35,000 | $30,000 |
| Pilot & Rollout | $40,000 | $40,000 | $40,000 |
| One-time total | $250,000 | $210,000 | $175,000 |
Discovery is authorized first. Each subsequent phase begins only after Ace accepts the prior phase and provides written authorization to continue. The detailed invoicing and acceptance schedule will be defined in the SOW. No full-build prepayment is required.
| Ongoing item | Estimated cost |
|---|---|
| Platform managed service: monitoring, incident response, maintenance, updates, capacity review, and support | $12,000 per month |
| Telephony, phone numbers, recordings, storage, and cloud infrastructure, billed at actual cost with no markup | Approximately $12,000–$15,000 per month at 200–250 agents |
| Estimated total operating cost | Approximately $24,000–$27,000 per month |
Actual usage cost will depend on call minutes, concurrent sessions, recording retention, carrier destinations, phone-number inventory, storage, and final architecture.
For context, Twilio Flex currently starts at $150 per named user per month before voice usage and implementation. That equals $30,000 per month at 200 named users or $37,500 per month at 250 named users. The proposed model requires a one-time custom build, but it avoids an ongoing per-seat platform license and gives Ace ownership of the custom system.
The financial model should use the following inputs:
Incremental monthly contribution = Additional connected calls × close rate × average order value × contribution margin
Net monthly contribution after platform cost = Incremental monthly contribution − incremental monthly operating cost
Estimated payback period = One-time build cost ÷ net monthly contribution, adjusted for the expected ramp
The calculator is an operating model, not a guarantee. Discovery will validate the staffing, handle-time, answer-rate, data-quality, conversion, capacity, and ramp assumptions before the final business case is approved.
Ace approves one phase at a time. Stopping after an accepted phase creates no obligation to purchase later phases.
Ace retains the requirements, architecture, workflows, acceptance criteria, migration plan, and implementation roadmap produced during Discovery, whether or not the build continues with Monmac.
No live migration occurs until the platform meets the agreed validation criteria. The current platform remains available during rollout, and each migration wave includes a rollback procedure.
Telephony and cloud services are passed through at actual cost with no markup. Ace can review the underlying invoices and replace providers if needed.
The platform is designed to operate in the cloud and does not require on-premise hardware to launch. Ace may choose additional local infrastructure for recording, continuity, or site-level resilience.
| Optional item | Budgetary estimate |
|---|---|
| Self-built call and recording server cluster, approximately 3–4 servers | Approximately $10,000–$25,000 |
| Site power, network, and internet-failover improvements | Priced after a site survey and final continuity design |
All hardware figures are budgetary until the final architecture, carrier requirements, storage retention, power design, and site conditions are confirmed.
Monmac Labs combines production software and AI delivery with approximately three decades of telephony and enterprise-systems experience across the proposed team.
The engagement requires more than application development. It requires dialing architecture, carrier integration, compliance controls, data engineering, failover planning, large-scale testing, controlled migration, and the operating discipline to move hundreds of agents without disrupting production.
Monmac has assembled the project around that combination. Detailed team credentials, prior-work examples, and references are available under NDA.
Discovery is paid at kickoff. Later phases are authorized and invoiced according to the milestone and acceptance schedule in the final SOW.
Ace receives ownership of the custom code, custom configuration, and engagement-specific data outputs defined in the agreement, together with full export rights and operating documentation. Third-party and pre-existing intellectual property remain under their applicable licenses.
Work outside the signed scope requires a written change order defining the added deliverables, schedule, dependencies, and price before that work begins.
Ace may stop after any completed phase with no obligation to authorize the next phase. After go-live, managed service may be terminated on 30 days’ written notice. Transition support, if requested, will be provided for up to three months at the agreed service rate so Ace is not left without operating support.
The parties will operate under a mutual NDA. Ace’s data remains Ace’s property, is used only for the engagement, and is hosted and processed according to the architecture and security terms approved during Discovery.
Each phase is tested against documented acceptance criteria. Defects reported within the warranty period defined in the SOW will be corrected at no additional charge. Ongoing maintenance and support after the warranty period are covered by the managed-service agreement.
Discovery is the lowest-risk way to validate the technical plan, operating model, economics, and implementation scope before Ace commits to the full build.
Ace keeps the Discovery deliverables whether or not it continues into the build.
Approve the mutual NDA and authorize Discovery & Solution Design.
Monmac LLC · Confidential proposal for Ace Industrial Supply
This document describes a proposed engagement and is not a binding offer. Final scope, deliverables, acceptance criteria, schedule, ownership, service levels, and investment are governed by mutually executed agreements.