Microsoft Dynamics CRM Online Implementation Services

Transcription

1 Service Definition Document Microsoft Dynamics CRM Online Implementation Services G-Cloud 7 Service Definition Document Lot 4 Specialist Cloud Services RM1557/vii October 2015

2 Contents 1 Introduction Service Overview: Microsoft Dynamics CRM Online Implementation Services About Microsoft Dynamics CRM Online Microsoft Dynamics CRM Online key benefits Esuasive Microsoft Dynamics CRM Online Implementation Services Service Delivery Esuasive engagement model Scoping, solution design, estimating and planning Project governance and project management Resourcing Solution configuration: Sure Step Free trial On-boarding and off-boarding Training Financial recompense model Support post solution delivery Core support Scope of Support Service Level Agreement (SLA) targets Support Process Customer responsibilities Contract Administration Ordering Implementation Services Microsoft Dynamics CRM Online Licensing Invoicing Termination Contact Details Service Definition: 2 of 17

3 Document control Contributors Colin Weaver Sophie Atherton Nick Hill Microsoft Dynamics CRM Lead Marketing & Alliances Manager Director Version history Version October 2015 Distribution Government Procurement Service G-Cloud 7 submission Service Definition: 3 of 17

4 1 Introduction Esuasive partners with Microsoft and other software vendors to create business solutions that help organizations connect with customers, achieve customer service excellence and drive business performance. We work at pace, blending creativity and agility with disciplined project management to compress project timelines, manage risk and generate early return on investment. We deploy multidisciplinary teams to complete projects on time, within budget, to a high level of quality. Customers can be confident that delivered solutions will integrate with existing systems and infrastructure. Esuasive is a Microsoft Gold Partner, with a strong focus on Microsoft cloud technologies: Azure, Dynamics CRM, Office 365, SharePoint and Power BI. Esuasive works with public sector, not-for-profit and private sector organizations in the UK and internationally. We channel this breadth of experience to deliver innovative solutions to customers. Service Definition: 4 of 17

5 2 Service Overview: Microsoft Dynamics CRM Online Implementation Services 2.1 About Microsoft Dynamics CRM Online Microsoft Dynamics CRM Online is a powerful and intuitive Customer Relationship Management system which offers broad, configurable, extensible capabilities in the areas of customer data management, customer relationship management, process and workflow automation, sales, customer service, marketing, social engagement and business intelligence. With Microsoft Dynamics CRM Online you can: o Record and track customer interactions calls, s, appointments, tasks, etc. and attach proposals and other documents to create a complete picture of your relationship with each customer o Generate and visualize your sales pipeline, from lead, through opportunity, to closed sale o Manage the handoff from marketing to sales and from sales to customer service, so no leads are lost and no customer is forgotten, improving reputation and generating loyalty from day one o Deliver great customer service by anticipating customer needs and responding quickly and efficiently to inbound requests for support o Automate business processes and embed best practice via out-of-the-box, customizable work flows o Integrate with Outlook, Office SharePoint and Power BI do deliver seamless operational capability o Produce powerful business intelligence, via the built-in reporting capabilities and configurable dashboards which come with Microsoft Dynamics CRM Online Microsoft Dynamics CRM Online is a highly scalable, secure Microsoft-hosted public cloud service, which guarantees seamless integration with other Microsoft cloud services. Microsoft Dynamics CRM Online is accessible via web browser and through native applications for Windows, ios and Android devices. 2.2 Microsoft Dynamics CRM Online key benefits Intuitive UI: Microsoft Dynamics CRM uses the same familiar and intuitive user interface as Microsoft Office. The learning curve is short and users become productive very quickly. Customizable: Microsoft Dynamics CRM is highly configurable. It is simple to add new entities and data items, or to create workflows. Published APIs make it easy to interface CRM to other systems, and custom code can be incorporated into the solution to meet unique requirements. Integrated: Microsoft Dynamics CRM integrates seamlessly with Microsoft Outlook, Microsoft Office and SharePoint to deliver outstanding productivity. Everything is hooked up and accessible. Mobile: Microsoft Dynamics CRM is accessed through your web browser. Notebook, tablet and smartphone users can access Dynamics CRM from wherever they are in the world. ipad users can use the supplied app for an enhanced mobile experience. 360-degree view: Microsoft Dynamics CRM ties together customer information collected and processed by Marketing, Sales and Customer Service terms, and stores the data in one secure, accessible repository, giving you a true 360 view of your customers. Evolving: Microsoft Dynamics CRM continues to evolve, integrating seamlessly with other Microsoft products: Dynamics Marketing for full-service marketing, Parature for multi-channel customer interaction, Unified Service Desk for call centre operations and Power BI for data visualization. Supported: Microsoft invests more than $9 billion annually in business productivity solutions. Esuasive has been working with Dynamics CRM since version 3, released in 2005, and can support you every step of the way. Users can also tap into a flourishing Dynamics CRM ecosystem. Service Definition: 5 of 17

6 Strong platform: Microsoft Dynamics CRM is built on enterprise-grade Microsoft technologies, including the familiar.net and SQL Server products. Dynamics CRM 2015 runs on premise on Windows Server, hosted on Microsoft Azure, or in the trusted and secure Microsoft Cloud. 2.3 Esuasive Microsoft Dynamics CRM Online Implementation Services Esuasive offers a complete end-to-end service for customers wishing to implement Microsoft Dynamics CRM Online. We start by seeking to understand the business drivers, and we work with customers to help define CRM strategy in the context of wider business and IT strategy, to help prepare the business case for implementation of a new CRM system, and to set realistic expectations re timeline and costs. Then, once the business case is approved we plan the project in detail, then take responsibility for installation, configuration, testing, user training, deployment and ongoing support. We aim to accelerate project timelines, without increasing cost and without sacrificing quality, to maximize return on investment. Typically, in a Microsoft Dynamics CRM implementation project, we will perform many or all of the following activities: o Road mapping o Business requirements analysis and definition o Fit Gap analysis o Scoping and prioritization o Proof of concept o Project management o Project planning o Solution design o Installation and configuration of Microsoft Dynamics CRM o Development of customisations and custom code o Systems integration o Data cleansing and data migration o Test planning and testing management o System testing and integration testing o Supporting user testing o Deployment and cutover planning o System administrator Training o Train the trainer or end user training o Deployment/cutover o Hypercare (immediate post-go-live support) o Ongoing application support Service Definition: 6 of 17

7 3 Service Delivery 3.1 Esuasive engagement model Esuasive engages with customers under a controlled time and materials model which seeks to de-risk project delivery. We seek to provide a very high level of confidence that every project we are charged to deliver is properly initiated, sensibly and realistically planned, effectively managed and efficiently delivered. We do this by: Ensuring each project is appropriately defined via a suitably detailed statement of scope, objectives, deliverables and timeline, via Project Mandate, Project Brief, Project Initiation Document or similar. Ensuring there is clarity with regard to the responsibilities of Esuasive, the customer, and any third parties which may be involved. Ensuring cost parameters and tolerances are unambiguously stated. Ensuring that project progress is measured and visible, through frequent and regular delivery of working software under the Microsoft Agile Sure Step approach, or through close inspection and verification of progress under linear ( waterfall ) project delivery methodologies. Ensuring that issues and risks are effectively managed, and that appropriate risk countermeasures are implemented for each identified risk. Ensuring that appropriate change control processes are in place from day one to avoid scope creep and consequent time/cost overrun. 3.2 Scoping, solution design, estimating and planning We work closely with customers to correctly shape each project. This includes Discovery/diagnostic activities: Review of business drivers, requirements analysis, fit gap analysis, initial estimating, MoSCoW prioritization, assessment of technological readiness, etc. Solution design activities: Including high-level functional design, definition of required configurations, design of custom functionality, systems integration design, consideration of data migration needs, etc., detailed estimating, and, possibly, structuring of a proof of concept exercise. Project initiation activities: Preparation of full Business Case, preparation of Project Mandate, Project Brief and/or Project Definition, detailed planning and team resourcing. 3.3 Project governance and project management We agree the parameters of project governance with each customer before the commencement of each project. Project governance typically includes: The appointment of the project sponsor. The constitution of the project board and the frequency/scheduling of project board meetings. A clear statement of project roles and responsibilities, especially as concerns the responsibilities of Esuasive s project manager vis-à-vis the responsibilities of the customer s project manager. The mechanism and authority by which the project or project phase/iterations are approved. The mechanism and authority by which project phases/iterations/deliverables may be signed off. The mechanism and authority by which project changes are approved. Service Definition: 7 of 17

8 The escalation process should an out-of-tolerance or other trigger situation arise. Budgetary control processes. Reporting requirements. Working collaboratively with stakeholders, Esuasive s project manager will work to deliver the project within the agreed project governance parameters and as specified within the Project Mandate, Project Brief or Project Definition. In conjunction with the customer project manager, Esuasive s project manager will on a day-to-day, week-by-week, fortnightly or monthly cycle: Set team objectives, schedule resources, allocate tasks and monitor progress. Manage issues and risks. Respond to change requests as required. Schedule and run weekly or bi-weekly progress meetings. Prepare a brief progress report on a weekly or bi-weekly basis, as required. Maintain the project plan, and update other project documentation as necessary. Report financial information as required. Prepare for and facilitate project board meetings, typically held monthly and/or at stage-end or other natural intra-project boundaries. Respond to ad hoc requests for information from the customer, as time reasonably permits. 3.4 Resourcing We take great care when assigning resources to each project we undertake, to ensure the project team is appropriately skilled to deliver the project on time, within budget, to a very high level of quality. Each project team will include An appropriately skilled project manager. A solution designer / technical architect, with deep knowledge of Microsoft Dynamics CRM and other Microsoft technologies, and broad experience of non-microsoft platforms and systems and the ways in which integration may be achieved. Development and testing resources, all appropriately skilled and experienced, as required Additional expert resources as required to assist with licensing, pricing or other commercial considerations; to address specific and/or unique functional, technical or interoperability requirements; or to fulfil quality assurance or other independent assessment responsibilities. All Esuasive project team resources are located in the UK. Whilst we may supplement our permanent team with contract staff possessing specialist expertise needed to deliver a project, we do not outsource or subcontract responsibility for delivery of project or subcomponent of a project. Regarding location, we work on site with customers, or off site, as preferred and agreed. 3.5 Solution configuration: Sure Step Our approach is based on the use of Microsoft Sure Step. Microsoft Sure Step is an industry standard approach to a controlled implementation of Microsoft Dynamics CRM. Microsoft Sure Step includes a number of pre-defined accelerators, templates and documents to accelerate implementation. Microsoft Sure Step methodology Service Definition: 8 of 17

9 Many organizations prefer the flexibility that an agile approach can offer, within a framework of controlled project execution and sound governance. Where this approach is preferred we adopt the Agile Sure Step project type. Agile Sure Step modifies the standard Sure Step process to include: Agile Preparation Where an initial solution overview and gap analysis is performed to identify configuration/customization changes that will be required. Agile Execution Where functionality is delivered in sprint cycles. We believe that this enables our customers to have complete confidence in delivery as working increments are delivered through the project life-cycle for review and testing. This enables us to prove that the project is on track. The standard flow of an Agile Sure Step project is set out on the next page. Service Definition: 9 of 17

10 Agile Sure Step methodology A more detailed description of some of the key steps in the process is provided below. Agile Preparation Conduct Solutions Overview During this step, we review the core capabilities of Esuasive s CRM for Housing and Dynamics CRM in general with key stakeholders. This ensures that stakeholders have a sound understanding of the capabilities of the product and the opportunities that this brings for business and process improvement. Gather User Training Requirements During this step user training requirements are determined and agreed. We normally propose a train-thetrainer approach to ensure that sufficient in house skills are retained in house for ongoing training. We also agree the format of supplementary training material typically, training videos that show how the system is used are more useful than traditional user guides. Additional training material is typically created by internal trainers (this is the good check that they fully understand the processes and functionality in place). We perform this step this early in the process. This ensures that if a train-the-trainer approach is undertaken, the right people are planned to be involved in the appropriate parts of the project to ensure that they are best placed to deliver training. Service Definition: 10 of 17

11 Process Analysis and Business Requirements The purpose of this step is to gather enough detail on the requirements and processes in place to enable the Fit Gap Analysis to be undertaken and a Solution Backlog to be created. The Agile Sure Step approach means we do not normally gather every requirement and fully document every process at this stage; instead, we make sure that the core requirements and understood and the core processes and interactions defined. Fit Gap Analysis During this step, we take business requirements and produce a gap analysis between these and standard Dynamics CRM online capabilities. The purpose of this is to identify at an early stage whether requirements can be met as standard (capability is already in the product); through configuration (capability can be met by standard configuration of the product); or through customization. This step enables all parties to understand where customisation is needed and this can be used to influence the order of which requirements are prioritized in the Solution Backlog. We discuss any apparently required customizations to evaluate whether a slightly different yet still acceptable solution could be achieved through configuration instead typically a lower-cost, more future-proof alternative. Define Solution Backlog In accordance with agile best practice, one of the key deliverables in Agile Preparation is the creation of a prioritized Solution Backlog. At this stage each individual backlog item will have been estimated and a sprint / release plan created. Set up Development and Test environments During this step, the development and test environments is commissioned. We often use 30-day trial versions to start the project, to defer costs associated with licence subscriptions. Alternatively we provide an Azure-hosted development environment if required. Establish Integration Strategy During this step we confirm the integration points and agree the strategy to be used for integration development. As a standard we use Scribe a leading Dynamics CRM point-and-click integration tool. This greatly reduces integration development time. Agile Execution We follow a standard Scrum cycle. Our normal sprint duration is two to three weeks. We strongly believe that this approach enables constant delivery of working components enabling all parties to be assured of project progress and to give early sight of working functionality with the associated opportunity for early feedback. Define Sprint Backlog and Sprint Planning During these steps the Solution Backlog will be reviewed and the Sprint Backlog and Sprint Tasks created. This will give clear focus on what will be delivered in each sprint. Daily Sprint Cycle The daily sprint cycle is the core element of each sprint. We follow agile best practice. During the daily sprint cycle, clarification on detailed requirements is obtained and configuration/customization and unit/system testing is performed. Service Definition: 11 of 17

12 3.6 Free trial Esuasive offers a 30-day free, fully-supported trial of Microsoft Dynamics CRM Online. Please contact us for details (see section 6 below.) 3.7 On-boarding and off-boarding Solution on-boarding and solution off-boarding processes and timeline depend upon a number of factors which typically are discussed during the Discovery stage. On-boarding and off-boarding of individual users is typically a simple administrative task performed by the customer s designated system administrator. The process to be followed tends to be fairly standard and is defined during the Deployment stage. 3.8 Training As described above, training needs are determined and agreed early on in the project. Esuasive is able to provide all required training. Typically, a train-the-trainer approach ensures that sufficient in house skills are retained in house for ongoing training, and to ensure the customer can become self-sufficient when it comes to on-boarding and training new employees to use the system. 3.9 Financial recompense model Esuasive promotes a partnering engagement model whereby Esuasive and the customer maintain an open dialogue and work collaboratively to ensure delivery of each project and/or service. Delivery of a project or services by Esuasive additionally may be subject to Key Performance Indicators (KPIs) and/or a Service Level Agreement (SLA) as agreed between Esuasive and the customer. As per the terms of participation in G-Cloud 7, services are delivered on a reasonable endeavours basis. Esuasive similarly uses reasonable endeavours to meet all KPI and/or SLA commitments. If Esuasive fails to meet, or forecasts it will fail to meet commitments made, Esuasive s Project Manager will immediately engage with the customer to determine and agree on a fair basis an appropriate way forward which seeks to ensure project/service delivery without additional delay and/or cost to the customer. Typically, such resolution may include free-of-charge remedial work and/or service credits Support post solution delivery Esuasive provides support to customers post solution delivery. Our standard hours of support are 08:45 to 17:30, Monday to Friday excluding UK public holi Core support Esuasive provides remote support to customers covering some or all of the following: o Any functional defects relating to Microsoft Dynamics CRM Online o Any issues relating to the operation of Microsoft Dynamics CRM Online o Any functional questions relating to the use of or capabilities of Dynamics CRM Online Functional defect: an event where functionality implemented in Microsoft Dynamics CRM Online (a) does not conform to agreed requirements, or (b) has stopped working in line with agreed requirements. Operational issue: an event where Microsoft Dynamics CRM Online (or its associated interfaces) have stopped working or are severely degraded. Service Definition: 12 of 17

13 Functional questions: an event where the customer has a question related to functionality of Microsoft Dynamics CRM Online. It is assumed that the customer operates or will establish a reasonably skilled IT Service Desk able to triage incidents raised by users Scope of Support Support covers the following components: o Microsoft Dynamics CRM Online, including all configurations and customizations created by Esuasive o The CRM side of any interfaces to other systems. Excluded from the scope of support is: o Support for hardware, operating systems or network components. Where a functional defect is identified as inherent in the core Microsoft Dynamics CRM Online software (as opposed to being inherent in the configuration of the product or in any customization of or extension to the product created by Esuasive) Esuasive will raise a support request with Microsoft on behalf of the customer. Please note that in order to provide a support service Esuasive requires remote access to the system Service Level Agreement (SLA) targets The following table sets out our targets for addressing Functional Defects and Operational Issues. Severity Level Description Target time to respond Target time to resolve Operational Issues Target time to provide a fix for Functional Defects 1 100% within 80% within 100% within 80% within 100% within 1 Critical 1 working hour 1 working hour 2 working hours 8 working hours 2 working 2 Major 1 working hour 4 working hours 8 working hours 2 working 5 working 3 Moderate 4 working hours 2 working 5 working 5 working 10 working 4 Minor 8 working hours 2 working 5 working 10 working 20 working Note 1. These target times apply in the case of Functional Defects arising in the configuration of Microsoft Dynamics CRM Online or in customisations or extensions developed by Esuasive. In the case of Functional Defects inherent in the Microsoft Dynamics CRM Online core product, Esuasive will progress resolution with Microsoft but is unable to provide a fix target time; instead, Esuasive will aim to provide a workaround within the specified target time to minimise disruption to the customer s business operations, until such time as a fix is implemented by Microsoft. Definition of Severity Levels Critical A critical incident is defined as an incident that causes the system to be unavailable in its entirety, or a major capability is failing (e.g. all users cannot save records) Major A major incident is defined as an incident where: a. A major capability is failing for a significant number of users; or b. An important interface has stopped working; or c. An important workflow, dialog or other process has stopped working Service Definition: 13 of 17

14 Moderate A moderate incident is defined as an incident where there is a material impact to users of the system but a temporary workaround outside of the system is available. Minor A minor incident is defined as an incident where there is only visual or minor impact to a user or users Support Process Esuasive provides a dedicated support phone number which is manned during agreed support hours. Support calls can also be logged via to crmsupport@esuasive.co.uk. We accept support calls only from named individuals typically, these individuals work on the customer s internal IT Service Desk, or may be power users of the solution. The list of individuals who may request support should be provided prior to the start of the support agreement. All calls will be logged within our internal CRM system and updates will be provided on a timely basis. We request that severity 1 issues are also raised by phone to ensure rapid response. On a monthly basis, we provide a detailed report of SLA performance and a summary of all calls logged or closed during the period together with the status of any unresolved cases. Service Definition: 14 of 17

15 4 Customer responsibilities The customer shall provide suitably knowledgeable and/or qualified staff as agreed and/or as reasonably required to fulfil the roles and responsibilities assigned to the customer in the project plan or otherwise. The customer shall ensure that it and its employees co-operate fully with Esuasive and its consultants in relation to the provision of the services. To enable Esuasive to fulfil its obligations, the customer shall: o Provide all data, information, source code, documentation, reasonably required by Esuasive o Allow Esuasive access to suitably knowledgeable and/or qualified staff as scheduled and/or as reasonably required from time to time on an ad hoc basis o Where reasonably required, facilitate Esuasive access to third party systems o If the customer requests, or the nature of the work to be performed dictates, that Esuasive resources are requires to work on the customers premises, the customer shall make available, free of charge, suitable office accommodation and any such technical, telecommunications, and other facilities as are reasonably required such that Esuasive may carry out the services. The customer shall make Esuasive and its consultants aware of its policies, especially in relation to but not limited to health and safety, security and data security. Service Definition: 15 of 17

16 5 Contract Administration 5.1 Ordering Implementation Services The ordering process is guided by the terms and processes mandated by the Crown Commercial Service ( the Authority ). Each call-off contract incorporates the Framework Agreement between Esuasive and the Authority, and is defined by the specific Call-Off Agreement between Esuasive and the customer and any additional Esuasive terms and conditions (provided these do not conflict with the terms of the Framework Agreement or Call-off Agreement). Normally, the customer will engage with Esuasive to discuss requirements, Esuasive s proposed solution, anticipated timeline and costs, etc., and as a result may invite Esuasive to respond to an ITT or to submit a formal proposal. If this is accepted, Esuasive will then liaise with the customer to prepare an order in line with the process specified by the Authority. Esuasive will only commence work on the customer s acceptance of its proposal and completion of a duly authorized order. 5.2 Microsoft Dynamics CRM Online Licensing Esuasive is authorized by Microsoft to supply Microsoft Dynamics CRM Online licences. Microsoft Dynamics CRM Online is licensed on a per user subscription model. Details of licensing options and price information is contained within our separate Pricing document attached to this service. Additional charges may apply for additional production and/or test instances, for additional data storage, or for additional Microsoft Dynamics modules, e.g. Microsoft Dynamics Marketing. 5.3 Invoicing Esuasive invoices customers as follows: Implementation services: Application support: Microsoft Dynamics CRM Online licences: Monthly in arrears. Quarterly in advance. Monthly in arrears, based on usage/consumption. Esuasive commits to raise each relevant invoice within 5 working of the applicable date. Payment terms are 30 from invoice date. 5.4 Termination Termination by Esuasive and by the customer is as per agreed contract terms. Service Definition: 16 of 17

17 6 Contact Details Contact: Phone: Web site: Nick Hill, Director (desk) (mobile) Service Definition: 17 of 17