OR 2) Implement and customize an off the shelf product that would suit the requirements

Transcription

1 CRM Custmer Relatinship Management Request fr Prpsal (RFP) Created by : Gayathri Jaganathan Rle : Prject Manager Prpsal Date: 10/02/06 Organizatin: AIM Alliance Inspectin Management Cmpany Lcatin : Suthfield Rd Lathrup Village,MI Cntact Phne: Cntact gayathrijaganathan@autcmm.cm 1.0 Prject Overview The purpse f this RFP is t slicit prpsal frm Techwhale t 1) Design, build, test and implement a call center Sftware t lg & track Aim s custmer calls, schedule & update appintments and manage custmer data thrugh Custmer Relatinship Management system (CRM) OR 2) Implement and custmize an ff the shelf prduct that wuld suit the requirements The main business gal f this prject is t custmize an industry leading AiM call tracking, appintment scheduling custmer relatinship management (CRM) system tailred fr superir call handling and appintment efficiency. This CRM applicatin shuld be geared twards multiple autmtive industries 2.0 Prject Scpe In Scpe: Web based user Interface fr Call Center needs t be created t manage custmer data, create and track calls, schedule & update appintments The users fr the system wuld be AIM s call center and dispatch. The users are lcated thrughut Nrth America CRM shuld be able t handle all call requests and appintments Field Based custmers, dealers, auctin, Damage in Transit (DIT) The call center CRM applicatin shuld be able t cmmunicate via API t 3 rd party vendr prducts hsted by a cmpany called Service Pwer wh des the scheduling system and passes the appintment status t inspectrs laptps

2 There shuld be Phne Integratin with the applicatin fr autmatic calling t custmer lcatins Functinal Requirements User Interface Ability T Lad Lessee Prtfli Data Frm Different Surces Add New Lessee Accunt Infrmatin If Nt Previusly Laded Edit Lessee Specific Data (Including ) Reprtable Ntes Histry Available Fr Individual Calls Events Ability T View All Activities Fr A Specific Call Frm A Single Screen Handle Ranking Of Ptential Appintments Fr Varius Inspectin Types Track Call Statuses And Results Bth Inbund And Outbund Ability T Track And Quickly Access Wh Perfrmed The Previus Inspectin Phne System Integratin Integratin Of Aut Dialer Fr Outbund Calls Autmatic Calling Feature T Lessee On The Previus Day Abut Appintment Reminders Link Frm Call Screen T View Cnditin Reprts Related T Lessee Frm Call Screen Lg All Call Activity Bth Inbund And Outbund (e.g. Prmise, Prmise Brken) Maintain Call Lg Histry Add New Appintments Where Existing Lessee Accunt Infrmatin Des Nt Exist Add New Appintment Fr Existing Lessee Edit Existing Appintment Data Classify Different Types Of Appintments e.g. Re-Inspectin, Disputes, Repair Ability T Select Varius Cancel Reasns Reschedule Existing Appintments Withut Having T Cancel The Existing Appintment Track Appintment Statuses And Results Add And Update Inspectr Ntes Reprtable Ntes Histry Available Fr Individual Appintment Activities Maintain Appintment Lg Histry Maintain Cntact Infrmatin Specific T The Appintment Including Primary Phne Number. (Lessee And Cntact Persn May Nt Be The Same) Add And Edit Lessee, Call, And Appintment Fields Frm A Single Screen Search Capability Fr Existing Lessee, Calls, Appintments, And Ntes Fields Ability T View All Call And Appintment Ntes Frm A Single Screen Ability T Link Calls T Lessee, Appintments, And Inspectins Ability Fr System T Autmatically Send s Fr Fllw Up (e.g. Curtesy Call, System Prblem, etc) Autmatic Ntificatin T Dispatch Of Appintments That Cannt Be Scheduled Schedule Appintments Frm Multiple Data Surces Applicatin Shuld Supprt Multiple Revenue Types (Manufacturers) Ability Handle Scripting Specific T Client Handle Multiple Inspectin Types (Hme, Dealer, DIT, etc) And Assciate Them With Inspectr Skill Levels View Inspectin Histry Fr Lessee Frm Any Part Of The Applicatin System Must Be Cmpatible Acrss Multiple Call Centers Reprting Ability Print, , And Exprt T Excel Reprts CRM Data Such As New Appintments Cmpleted Appintments, Call Back Reprt, Etc. Management Reprting Drill Dwn Dashbard Type Presentatin S Users Can Discver What Makes Up The Data Or Reprt Being Used

3 Prvide Histrical Reprts That Shw Trends And Allw Cmparisns Between Time Perids Users Shuld Be Able T Use Reprt Filters T Build Their Own Reprts And Run Live Or Exprt Them Int Excel Autmatically Generate And Publish Reprts At Regular Intervals T Management, With N Manual Interventin Setup and Custmizatin Requirements Ability T Define Rles, Access, And Permissins Of Users, Fr Example, Departmental Hierarchy Ability Fr System Administratrs T Change All Field Labels T Reflect Client Needs Ability T Segment Data Int Different Access And Permissin Grups T Restrict Access Ability T Add Custm Fields In Order T Imprt Int And Reprt On Them. Interface Requirements Cmmunicate Call/Appintment Data And Statuses Between CRM And Service Pwer API Request Call And Appintment Data Frm CRM T Aim System Call Events e.g. Call Date, Call Status, Call Result, Call Outcme Call Lgging e.g. In-Call Talk Time, Out-Call Talk Time, Call Wait Time Appintment Results Pass Data Frm Aim System T CRM Inspectin Data T Assciate Calls And Appintments T Inspectins Dealer Data T Assciate Appintments With Dealer Lcatins Lessee Data T Assciate An Appintment With A Lessee Accunt Supprt and Help Ntificatin T Help Desk Based On Prblem Type (e.g. User Received A System Errr) Lg All Unhandled Exceptins Int Errr Lg With Ntificatin T Help Desk Out f scpe: Scheduling system since this is already handled by Service Pwer 3.0 Prject Management Descriptin In RFP, utline the fllwing implementatin plan Prject Management Team: Techwale management team fr this prject listing all key persnnel Prject Schedule: Implementatin schedule fr requirements gathering, design, build, testing and implementatin Task Dependencies & Timelines System Design & Develpment: Descriptin f hw the call center applicatin will be designed and built, including details f specificatins, testing and final implementatin, the extent t which AIM s business gals wuld be satisfied Training: Details f training that will be prvided t AIM users Onging maintenance activities: Details f all maintenance activities and hw service will be prvided. Is it 24*7; Respnse Time fr majr and minr prblems, Hw will the service be mnitred n a cntinuus basis if there are prblems, Are there peratinal reprts, Backup & Disaster recvery prcedures Service Level Agreements including perfrmance indicatrs

4 4.0 Technical Requirements AIM prpses the fllwing technical requirements t Techwhale fr CRM implementatin Database Oracle 10g Technlgies fr user interface VB.NET 2.0 Web Service requirements VB.NET 2.0, IIS 6.0 Cmpatible Operating system Windws 2003 server Technlgy fr API t cmmunicate with service pwer SOAP uses Xml Infrastructure and Memry requirements Separate envirnments fr develpment and QA (System testing) Gd netwrk perfrmance Phne Features This needs t be prvided by Techwhale fr CRM system t include autmatic utbund calls (Mentined in the functinal requirements) AIM will hst the CRM applicatin. The prprietary rights fr the applicatin will be wned by AIM 5.0 Estimated Budget & Pricing Pricing fr this prject will be evaluated based n the qute frm Techwhale In RFP, utline the fllwing breakdwn f the hurs & cst Requirements Gathering Design Build Test Implementatin including netwrk cnnectivity, system integratin & phne system integratin Maintenance Licensing fees Sftware cst Hardware cst Detailed statement f wrk shuld be prvided with time & cst estimates alng with breakdwn f the planned deliverables fr each phases f system life cycle 6.0 Vendr Qualificatins In RFP, briefly utline the fllwing Full legal cmpany name Year business was established Number f peple currently emplyed Relatinship between Techwhale and the prduct manufacturers that supply the vendr in rder t make the CRM system functinal A descriptin f the qualificatins, experience, capability f Techwhale t successfully prvide the service and cmplete the prject in a timely manner Descriptin f the qualificatins f prpsed prject team that will be assigned t the prject Infrmatin n Techwhale client Ttal number f clients, services prvided t similar users and industries Evidence f successful cmpletin f a prject f similar size and cmplexity

5 7.0 Prpsals t AIM Stakehlders RFP shuld be sent t the fllwing AIM stakehlder Name Rle Phne Mike Pwell IT Prject Spnsr mikepwell@autcmm.cm Prpsal Phase Descriptin Schedule Prpsal Due By: 10/09/06 Written Questins regarding the prpsal due 10/05/2006 by Pre prpsal cnference due by 10/05/2006