2013, Cognizant. MS Dynamics CRM Service Definition and Capabilities Overview

Transcription

1 2013, Cognizant MS Dynamics CRM Service Definition and Capabilities Overview

2 Contents Service Definition Summary: Why Cognizant for your MS CRM Needs? MS CRM Solution Offerings Very Rough Slides Follow Cognizant Methodology 1

3 Service Definition 2

4 Service Definition Information assurance As this is a Lot 4 service it is not accredited to an Impact Level (IL) We believe that data from IL0 to IL3 may be processed by users of this service Backup/restore and disaster recovery that will be provided - Not Applicable On-boarding and Off-boarding processes/scope Not Applicable Pricing is provided in our SFIA rate card for this service Service management detail Not Applicable Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.) Not Applicable Service Levels We would expect to agree service levels with individual clients dependent on their specific needs as defined in the Statement of Works (SOW) Financial recompense model for not meeting service levels to be defined in the individual SOW Training - to be defined in the individual SOW 3

5 Service Definition Ordering and invoicing process Services can be ordered through the placement of a purchase order, our expectation is that as this is a Lot 4 service an agreed SOW will be developed to define the deliverables. Unless otherwise set out in the SOW, Cognizant will invoice the Client for all Fees and reimbursable items payable monthly in arrears. The Client will pay each invoice within thirty (30) days of the date of such invoice, provided that the Client may withhold payment of invoiced amounts disputed in good faith pending resolution of such good faith dispute. Termination terms These terms are detailed in clause 10 of our provided MAS Data restoration / service migration Not Applicable Consumer responsibilities These are detailed in clause 4 of our provided MAS Technical requirements (including service dependencies) These are detailed in clause 4 of our provided MAS Details of any trial service available Not Applicable An overview of the G-Cloud Service (functional, non functional) is provided in the remainder of the document 4

6 Summary Why Cognizant for MS CRM 5

7 Cognizant are Leaders in Gartner CRM Magic Quadrant 2012 Growth - CRM service growth far exceeded Cognizant's overall company growth of 33% in 2011 and had the highest growth of the vendors in this assessment. Value for price Cognizant had one of the highest ratings for "quality for fees paid" in this CRM study Technical skills References gave Cognizant the highest overall scores for technical skills of all participants. This, coupled with high overall value and openness to rehire, suggests customers are very pleased with Cognizant's past performance on CRM technical implementations. Global delivery balance - Cognizant makes extensive use of offshore capabilities in India for all implementation projects to drive cost competitiveness, but it also does a good job of balancing these with local resources. Reference customers said that Cognizant delivers 51% of the workload via offshoring (the third highest of the providers in this assessment but down from 60% in 2010), 8% off-site but in the same country, and 41% on-site. It is estimated that 75% of total CRMfocused resources are from global delivery centers. 6

8 Cognizant have no doubt we are the right choice for your long term UK MS CRM Partner, for the following reasons: Became MS CRM partner of choice at all of our UK MS CRM implementations. We displaced the largest UK MS CRM partner at the worlds largest bank by doing just that. MS CRM has been my best engagement ever with Cognizant, Senior Director, June Rated No1 for quality and near top value for spend by our Customers (Gartner, 2012) Added value management (AVM) approach ensures continuous improvement. All our delivery people are targeted to proactively bring innovation to our clients. Consultative and process driven approach Partnering for your success, ensuring that your CRM investments add value to business and do not remain dependent on a particular set of resources. Our attractive and aggressive engagement models. Our iterative approach blends agile and waterfall to suit specific client project delivery needs to ensure a responsive, rigorous, flexible and clear approach. Flexible resourcing to meet the peaks in demand. Our strong experience in CRM and MSCRM MS CRM Consultants, 25+ clients and Leaders in Gartner MQ 2012 No1 for technical expertise and close to top value for money. re-usable frameworks and accelerators speed time to delivery. Case studies below show our experience in MS CRM implementation, upgrade, re-write, data migration, testing and application support. Our rich domain experience Cognizant works with the leading organisations in their domains, globally We invest to help you be successful Cognizant continues with our strategic investment in our MS CRM capability so we have the frameworks, accelerators, methods and skills to deliver rapid success for our customers. We are proud to be recognized by Gartner as Leaders in CRM Service (Magic Quadrant, September 2012 )and to have been named as 2012 CRM Market Winner in the Consultancies category of CRM Magazine s Market Leaders list. 7

9 Microsoft CRM Competency Overview Dedicated Center of Excellence (CoE) specialized in Microsoft Dynamics CRM 120+ MSCRM consultants across locations (Kolkata, Chennai, Bangalore, Pune, US, Canada, UK, Netherlands, Singapore, Dubai) 90+ Microsoft certified MSCRM consultants at all levels (Architect, Analyst & Consultants), 25+MS.NET Certified Expertise in defining CRM Roadmaps Experience of successful global deployments Person months of Dynamics CRM implementation experience Frameworks on Loyalty Management, Wealth Management, Retail Banking and Healthcare over CRM Wide range of solution accelerators to complement product functionalities and enhance business effectiveness of CRM 2011 Territory Planner, Group Calendar, Relationship tree, Audit Trail and Field Level Security Nationally managed dynamic CRM partner of Microsoft in North America,. India and the UK Engaged in early adopter for CRM 2013 Participation in the CTP program involving the development of Microsoft s CRM 4.0, and TAP (Tech Assessment Preview) program of CRM 2011 Win-Win Partnership Strong Practice Rich Experience Frameworks and Accelerators Specialized Expertise Expertise in On-premise & Hosted implementation, Multi-lingual and Multi-Server deployment of MS CRM Data Migration and Batch/Real Time application integration using BizTalk, Scribe and Custom Web Services Experience in integration Third Party and In-house Business Applications 8

10 Our Point of View How MS CRM Helps Organisation Challenges 9

11 Current Business Challenges Common to Customers Regulatory changes impacting the profitability Challenges in moving from product or service based revenue to relationship driven revenue Increasing operating expenses because of lack of unified platforms and complex product/service structures Increased efforts in customer retention because of competition Informed customers demanding designed for me products and services yet lower cost and increased value for money Reduce operating costs with an open and integrated platform Better customer segmentation and aligned marketing strategy Solutions Unified customer communication channel with differentiated service Integrated MI to identify cross sell and up sell propositions at right time 10

12 Microsoft Dynamics CRM enabler for business solutions Microsoft Dynamics CRM enables your people to develop meaningful and enduring relationships with your customers, while helping to improve profitability and operational efficiency Boost Profitability Improve Operational Efficiency Increase Loyalty & Advocacy Proactively manage risk Complete understanding of customer s account information, needs, preferences, interaction details, and product history Capitalizing on cross-sell opportunities thus ensuring that pricing and account policies are aligned to your retention strategies Automate processes to boost operational efficiencies such as customer prospecting, servicing Reduce operational costs by minimizing administrative tasks (having single system of reference) and utilizing intuitive productivity features Win customer loyalty and engender trust through personalized client services across multiple channels 360 degree customer information to deliver tailored advice and accurate service Better manage your exposure by seamlessly integrating with key systems to identify risk-elevating behaviors, such as late payments, low credit ratings, and other triggers. With Lower Total Cost of Ownership Tighter Security of Customer data Seamless Integration with MS products Cross-Browser Availability CRM Mobile supporting Platforms like ipad/android etc. 11

13 MS CRM CoE Solution Offerings 12

14 Microsoft CRM Competency Service Offerings Microsoft CRM Center of Excellence CRM Domain Consulting Solution Implementation and Upgrade Reporting & Analysis Integration Services Align CRM requirements with Business Strategy Define CRM & overall Enterprise Roadmap Microsoft CRM based On-Premise & Hosted Implementation Installation, Configuration and Customization of the Product Design & Development of Complex OLAP & OLTP reports Development of domain specific Dashboards Bidirectional Integration with Legacy Applications Real-time & Batch Integration MSCRM & SharePoint Integration Define a phased approach in synch with Strategy Product / Solution fitment Leverage Cognizant's CRM Extension framework to meet Complex Business scenario Reuse of pre-build accelerators for faster deployment Upgrade to latest version Custom BI & Analytics Solution for CRM based on Microsoft Technologies Handheld Devices Systems (Outlook, Lotus Notes) Enterprise Integration using BizTalk, Web- Services Data Migration Data Extraction, Transformation and Loading (ETL) using SQL Server Integration Services Real-time or Batch mode data synchronization Data Migration using Microsoft CRM data migration framework Testing Services Testing process that involve test planning, test case design & development, test execution and test results reporting Testing services include unit, integration, functional/regression, user and performance load testing over MS CRM applications 13

15 MS CRM Methodologies 14

16 Track based Implementation Approach and Iterative Methodology 15

17 CRM Application Value Management Competency Global Delivery Model 70+ clients and 140+ projects 800+ Dedicated Consultants working on various CRM AVM projects Core competency in CRM products Pega, SFDC, Oracle Siebel, MSCRM Dedicated COE focusing on harvesting tools and best practices Onsite, Offshore & Near Shore SLA Based Support Model Follow the Sun ( 24x7, 16x 5, 12x5 ) support Shared service Model Multiple Pricing Models Fixed Bid Ticket based Time and Material Large Practice Service Models ITIL V3 framework based Operating model SLA/SLO driven & ITIL/ITSM Metrics based management Regular Service and Maturity assessments for productivity enhancements CSI & Transformational Themes Usage of Industry standard tools for AVM engagements Proven Transition Methodology Execution Methodology CRM AVM Service Offerings Managed Production Services Operational Services Specialist Services Managed Application Services Enhancement Services Assessment Services Transformation Services Professional Services Governance Services Tools Industry tools used for AVM Change, Incident and Problem Management IBM Tivoli Service Request Manager v

18 Continuous Service Improvement (CSI) Methodology Cognizant ensure continuous improvement through the Cognizant defined CSI Managed Innovation Methodology CUSTOMER EXPERIENCE Creating & Improving Defect Mgt Improving First Level Resolution Creation and updation of Knowledge Portal TIME TO MARKET Improving Application Maintainability Improving Productivity COST OPTIMIZATION Reducing Total Cost of Ownership Reducing Cost of Delivery SERVICE SCOPE Improving Demand Management Reducing Backlog Improving Application Reliability 17

19 Point of Contact: Thank you United Kingdom & Ireland Michael Anscombe Delivery Centre of Excellence Rajib Ray 2013, Cognizant All rights reserved. The information contained herein is subject to change without notice.