iclarity is web based software that allows both staff and partners (customers and suppliers) real time access to the systems.

Transcription

1 iclarity CRM and Case Management Slutins Framewrk Hrizn Sftware Slutins (HSS) has develped and evlved its iclarity CRM and Case Management Slutins framewrk with rapid develpment and ease f deplyment high amng the prduct s key design principles. iclarity is a pwerful suite f web-based CRM and Case Management slutins. It enables rganisatins t respnd quickly and easily t meet requirements fr new end-user applicatins. In essence, the cmbinatin f the iclarity platfrm with the client s business lgic/rules delivers fast, rbust and scalable slutins. iclarity has already prven successful acrss many client sites and a diverse set f applicatins. HSS is a trusted prvider f slutins wrking with its clients as a partner delivering business critical technlgy n time and n budget. HSS prvide develpment/technical skills fr the cmplete lifecycle f the slutin; and assciated prgramme and prject cnsultancy services. These services enable public bdies dealing with specific issues ranging frm current systems imprvement, thrugh t fully and effectively expliting the latest CRM, ERP and Case Management techniques. All HSS services are aimed at achieving a high return n investment fr the client. HSS wrk with clients t review and assess prblems and business needs, and then mve rapidly t emply the apprpriate slutins in a custmisable and clear way. HSS prvide standalne slutins and will wrk with its clients t meet their business requirements whatever the services, custmers r third parties invlved. HSS clients can prvide a mdular apprach. First perhaps selecting a diagnstic wrk package t fully understand and mdel the requirements - befre mving n t full develpment and implementatin. HSS wrks with clients t design slutins and undertake reviews in a variety f areas including, ICT/Clud strategy and planning, stakehlder engagement, feasibility and business cases requirements capture, system/service design & develpment, prject management, quality assurance, supplier engagement and team develpment and supprt. iclarity Delivers The iclarity Framewrk is the fundatin fr HSS innvative technlgy slutins. It incrprates pre-develped.net cmpnents fr cmmn business prcesses, which can be quickly custmised and integrated with tailred slutins, significantly shrtening develpment time and lwering csts. iclarity is web based sftware that allws bth staff and partners (custmers and suppliers) real time access t the systems. It can help t: Reduce and manage perating csts and imprve efficiency Gain better visibility f transactins acrss the rganisatin Supprt better business decisins based n availability f real-time infrmatin Deliver the right prduct, thrugh the right channels at the right time Keep custmer prmises r Service Level Agreements (SLAs) iclarity CRM and Case Management Slutins Framewrk SAAS v1.o 1

2 The iclarity Framewrk includes all the technlgy needed t integrate the infrmatin frm key business functins. HSS slutins cmbine custmisable, ready-made cmpnents fr key business prcesses, including: Web Interface fr custmers, and internal users Gateway fr external surcing systems Custmer relatinship and case management Wrkflw and task management Calculatin engine (e.g. Charges, Payments, etc) Prduct management Dcument generatin, scanning & nline uplading On-line help and chat facilities Management infrmatin, dashbard, alerting and mnitring Cntent management f the web site White label functinality Multi-language and multi-branding f the web applicatin iclarity can aggregate all business prcesses and functins, including services, sales, purchasing, accunting, distributin, Pint f Sale, supply chain and human resurces int an integrated system eliminating the need fr separate applicatins fr: Human Capital Management Custmer Relatinship Management Asset Management Sales /Transactin Management Management prtal/dashbard Business intelligence system and custmisable reprting External access via technlgy such as web services Dcument management Messaging/chat/frums Wrkflw management Tailred and custmisable Highly scalable, iclarity is ptimised t ensure fast, reliable and cst-efficient delivery slutins: The architecture cnsists f distinct lgical and physical layers separating the user interface, business rules, prcessing engine and database. As a result the slutin can be custmised independently and integrated with internal cmpnents and external systems Cmpnents have been designed and develped ready t take a client s specific business lgic. As a result, desired interactins between back and frnt end systems can be analysed, designed and implemented during prjects t ensure a perfect fit with business need Cmmnly used third party system interfaces are pre-designed and develped, ready fr prject integratin withut majr research and cmmunicatin with third party suppliers Built n prven technlgy, it fllws Micrsft's recmmended patterns and practices. The service layer is designed fr easy and scalable integratin using a Service Oriented Architecture. This ensures that HSS slutins can be tailred t suit specific business, design and peratinal requirements. iclarity strngly supprts prf f cncept and prttyping techniques. It can be used t prvide slutins as well as develp and test requirements (and slutins) particularly during the transitin frm BAU. It allws scalable develpment acrss systems, infrastructure and applicatins and is iclarity CRM and Case Management Slutins Framewrk SAAS v1.o 2

3 ften an integral part in helping rganisatins t deliver their IT Business Business Change Efficiency Transfrmatin Business Prcess Re-Engineering Shared Services Partnering Outsurcing Perfrmance Imprvement Strategies. iclarity and its Elements The iclarity Framewrk cnsists f six majr custmisable elements: - 1. iclarity Web Layer Custmisable web user interface that is available t end custmers, intermediaries, call centre and back-ffice users Integrated Cntent Management Cmpnent fr rapid real-time Web site cntent changes Incrprates cutting edge Web 2.0 trends including Live Chat and integratin with scial netwrks 2. iclarity Gateway Gateway t external (surcing) systems t submit applicatin details electrnically. Varius data frmats are accepted as they can be adapted t the predefined interface f the system Gateway t ther channels f cmmunicatin fr inbund and utbund cmmunicatin such as mbile, fax and s. 3. iclarity Prcessing Engine The Cre cmprises the full lgic f the business prcess: Cmmunicates with the input channels and the services thrugh predefined interfaces Has its wn set f cre services that prvide applicatin lifecycle functinality, system maintenance and the administratin f prcess related data Task and Case Management cmpnents rchestrate the allcatin f human activities and cmpletin f individually assigned tasks thrugh the system. They deliver a cmprehensive case centric slutin, allwing staff, partners and intermediaries t track the prgress f applicatins and service live cases and plicies: Tasks are autmatically created against the case, then assigned t crrespnding team queues r users Tasks may be manually created against the case r assigned t ther teams r users Tasks are autmatically escalated accrding t pre-defined events r inactivity threshlds Users can mnitr their wn diaries and the utstanding actins fr individual cases Diary actins navigate users t the apprpriate case and display applicatin data, case histry and all generated and scanned dcuments. iclarity CRM and Case Management Slutins Framewrk SAAS v1.o 3

4 Services cmpnents facilitate cmmunicatin with external service prviders and/r prvide access t iclarity services, such as Calculatin Engine, Cmmunicatin, Reprting, Backgrund Prcessing and Decisin Services. 4. iclarity Dcument Management System (DMS) iclarity DMS Prvides the cmplete functinality t generate and dispatch brand-able and custmisable dcuments. The system cnsists f three elements: Dcument Service: Extracts the necessary applicatin details Generates a dcument in a generic system frmat Renders and stres the dcument in the requested frmat (pdf r rtf). Dcument Agent Service: Dispatches dcuments t the central dcument management system, , fax r printer. Dcument Uplad Service: Prvides paperless functinality allwing internal and external users t uplad dcuments, s and images thrugh the Web interface and assign them t the apprpriate case (applicatin r plicy). Dcument types are based n templates that can be easily mdified by the users. iclarity DMS has been designed t facilitate the design, any time mdificatin and prductin f reprt and dcuments. 5. iclarity System Lgging and Mnitring Cmpnent iclarity prvides tls t ease the mnitring and the technical maintenance f the system. 6. iclarity Database Access layer The Data Access Layer is used by ther prgram mdules t access and manipulate data within the data stre withut having t deal with the cmplexities inherent in this access. Business lgic methds frm the applicatin are mapped t the Data Access Layer. Rbust, prven technlgy The iclarity Framewrk is built n and cmpatible with:.net Framewrk 4.0 C# 4.0 ADO.NET Entity Framewrk ASP.NET MVC ASP.NET 4.0 ASP.NET Ajax Windws Cmmunicatin Fundatin Micrsft Enterprise Library 5.0 iclarity CRM and Case Management Slutins Framewrk SAAS v1.o 4

5 XML cmmunicatin fr the interfaces Database: Micrsft SQL Server 2012 and ORACLE SQL Server 2012 SSIS, SSRS and Data Quality tls Operating system: Micrsft Windws Server 2012 Speed, flexibility and quality HSS implements a Quick-Start methdlgy, which cmbines the benefits f agile and waterfall develpment appraches: Agile Methdlgy: A rlling iterative apprach t develpment, wrking in strict time-bxes and with immvable deadlines, but with the flexibility t deliver functinality n a business pririty basis. This is highly effective technique fr user interface design, where a wrking prttype withut back-end functinality is prven t scpe user requirements quickly Waterfall Methdlgy: A phased apprach with checkpints between each phase and the prductin f detailed requirements, functinal, technical and test specificatins. This is highly apprpriate when legal accunting requirements r prescriptive stck cntrl systems demand that sftware functinality is fully dcumented prir t develpment Quick Start Methdlgy - cmbines the best frm bth wrlds: Rapid prttyping as a requirements tl allws users t see and use prpsed slutins, with specificatins based n feedback t minimise technlgical risks Fllwing prttyping and specificatin, a Waterfall apprach allws fr fixed delivery dates and budget Incremental develpment and expansin f the system enables a phased delivery Cntinuus reviews and testing frm technical and business pint f views ensures early discvery f design flaws, bugs and mismatch f custmer expectatins Cupled with intelligent architecture, prcess autmatin and wrkflw management, Quick Start delivers simple, effective and user-friendly slutins quickly. Quality Cntrl HSS applies market-leading quality cntrl practices and cmprehensive tls t ensure smth develpment prgress and the utilisatin f apprpriate gvernance prcedures, perfrmance mnitring and ptimisatin fr every prject and client. This rigrus apprach, cupled with the experience and expertise running thrugh ur team has underpinned ur reputatin fr quality, reliability and delivery. Key elements f the HSS quality cntrl guarantee include: Team perfrmance: We cnstantly measure the perfrmance f ur team members and the verall success f each prject. This is hw we imprve ur practices and quality cntrl prcedures iclarity CRM and Case Management Slutins Framewrk SAAS v1.o 5

6 Prject cntrl: Successful prjects are heavily dependent upn prject cntrl, which requires cnstant prgress mnitring and t enable early and practive issue reslutin. HSS uses a time recrding system fr each develpment task, t ensure abslute cntrl f every prject element Cding standards and best practice: These critical quality elements are implemented thrughut every prject. The custm architecture and technical design f the iclarity Framewrk ensures that even junir develpers can nly innvate within the strict limits f ready-made cmpnents and pre-build cding templates Cde reviews: Perfrmed by senir develpers fr each design r develpment task Perfrmance testing and ptimisatin is perfrmed in the early stages f the develpment, in rder t validate the technical cncept. With Lad testing we perate the system with the largest vlume f data r user cnnectins. This is hw we discver the ptential scalability bttlenecks but als we measure the headrm f the sftware which we feed back t the business Cde, versin and test cntrl: A cmprehensive Cde Cntrl System enables teams and develpers t deliver multiple prjects. An integrated suite f Web-based Surce Cntrl Management, issue tracking, prject management, and cllabratin tls, it empwers ur teams t build great sftware. By centralising management f users, prjects, prcesses, and assets, it dramatically reduces csts, increases prductivity, and imprves prject visibility Inspectins, Walkthrughs, Checklists, Dcument reviews and dcument versin tracking: Perfrmed by the senir management team Cmmunicatins. Daily vide cnferences, chats, frums ensure seamless cmmunicatins between all n-shre and ffshre resurces, clients and partners. Clse invlvement f senir management team delivers daily interactin with every prject and transparent client cmmunicatin Charges And Fees We respnd quickly with clear and transparent pricing acrss all f ur iclarity CRM, ERP and Case Management Slutins and supprt. Full details are prvided in the attached Charges and Fees, including SFIA rates. Our payment terms are mnthly invicing with payment within 30 days. Terminatin and End f cntract arrangements will be discussed and agreed n appintment. In the case f licences the terms and duratin f the licences will be agreed n appintment. S Wrking With Hrizn Sftware Slutins HSS prvide a full range f end t end f slutin develpment and cnsultancy services enabling public bdies dealing with specific issues frm current system, service and infrastructure reviews; thrugh ICT/Clud strategy and planning, stakehlder engagement, feasibility and business case develpment, requirements capture, system/service design & develpment, prject management iclarity CRM and Case Management Slutins Framewrk SAAS v1.o 6

7 and delivery; t quality assurance, pst service implementatin reviews, supplier engagement and team develpment and supprt. Fr a preliminary discussin, r t arrange a meeting t discuss t iclarity and what we ffer, as well as demnstratin f iclarity s CRM and Case Management slutins, please cntact: Pat Culter Assciate Directr Hrizn Sftware Slutins Limited Phne: Mb: pat.culter@hriznt.c.uk Website iclarity CRM and Case Management Slutins Framewrk SAAS v1.o 7