Customer Management - Cloud Transformation Services The Customer Management services IBM offer include customer strategy development, customer experience design and the design and build of CRM, digital, social, mobile, customer analytics and customer data warehouse solutions. Project management and business change support for these 1
solutions is also available. 2
1. Summary 1.1 Service Description The service IBM offers here will enhance existing Customer Management capabilities or provide new capabilities to deliver cost savings and improved customer service. Customer Management covers all aspects of the development and use of digital, social, mobile and traditional channels to meet the needs of customers. A key component of Customer Management is the capture, manipulation and use of customer data. This service will provide expert customer management support and advice to support your customer strategy, digital strategy and customer relationship management (CRM) initiatives. Specifically IBM offers: Customer and Digital strategy development. Customer experience design. Channel optimisation strategy and design across digital, mobile, social and traditional channels. Design and implementation of customer data warehouses. Design and implementation of customer analytics solutions. Design and implementation of CRM solutions. Design and implementation of mobile CRM strategies and solutions. Design and implementation of social CRM strategies and solutions. Design and implementation of digital CRM strategies and solutions, including Digital Marketing and Content Management solutions. Change management and project management for customer management, customer analytics, digital, mobile and social programmes. This service is a flexible offering, which can be scoped to meet the specific needs of your department or agency, including the engagement approach and the time frame that is appropriate. The outputs from this service will vary dependent on the agreed scope and Call-Off Order. 3
1.2 Service Characteristics Characteristic Lot Applicability Contract Duration Contract Price Lead time to start Related Lot(s) /Offering(s) Description Specialist Cloud Services Any medium-large public sector body that wishes to develop their capabilities within customer management. Flexible to be agreed in the Call-Off Order Variable based on time and materials depending on agreeing, with the Contracting Authority, the resources required for the Call-Off Order, based on the IBM SFIA rate table. The price will be subject to VAT and out of pocket expenses incurred outside the M25. 1 Month Related Specialist Cloud Services: Management Reporting Services for Cloud Procurement Cloud Transformation Services 1.3 Why IBM Proven track record of delivery to multiple Government departments and agencies. Leading provider of Customer Management, mobile, social and digital solutions to governments and private sector organisations around the world. Leading Cloud services provider. Leading server and software technology to deliver Cloud services. 4
1.4 Contact Primary Contact Contact Name Steve Cliff Title IBM UK Cloud Alliances Executive Address PO Box 41 North Harbour Portsmouth Hants, PO6 3AU Contact EMAIL steve.cliff@uk.ibm.com Contact Phone 07710 035877 Secondary Contact Contact Name Title Address Tim Bostel Senior Managing Consultant IBM UK Ltd Mail Point M1c Meudon House Meudon Avenue Farnborough Hants, GU14 7NB Contact EMAIL tim_bostel@uk.ibm.com Contact Phone 07736-017390 Supporting Information http://www-935.ibm.com/services/us/gbs/ais/ 5
2. Delivery 2.1 Context IBM s expert customer strategy, customer management, digital, social and mobile consultants are able to support you in developing your strategy and initiatives. Our consultants have extensive hands-on experience across a range of industries, including significant public sector experience with a variety of central and local government bodies, and can support you in a range of activities. 2.2 What we will deliver This offering covers a number of different customer strategy, customer management, digital, social and mobile advisory and support services which can be tailored to suit your requirements: Customer management strategy and customer experience design. Channel strategy design and optimisation. Customer data warehouse design and implementation. Customer analytic solution design and implementation. CRM solutions design and implementation. Mobile CRM strategy, solution design and implementation. Social CRM strategy, solution design and implementation. Digital CRM strategy, solution design and implementation. Change management and project management. Support services for CRM, Digital, Social and Mobile technology implementations. 6
What you will get The deliverables from this offering will vary based on the Call-Off Order and will be agreed prior to engagement. Typical deliverables may include: A strategy roadmap of customer management activities. A customer experience design, customer personas and customer journeys. A visual representation of a future customer journey and supporting capabilities. A business and system design for a customer data warehouse, customer analytics, CRM, social, or mobile customer management solution. Process documents to support the use of customer management technology. A business case for deploying CRM and other customer facing technologies. A configured and tested CRM, digital, social or mobile technology solution. Test strategy, test plans and test reports. 2.3 Commercials This will be a Time and Materials contract, however, following the first phase of the work, there could be the opportunity to discuss the conversion of the initial quote into either a Fixed Price, Time and Material or Risk/Reward based contract in order to provide increased flexibility for the customer. Initial work will be carried out under the Strategy and Architecture category of the IBM SFIA rate table unless agreed otherwise. Follow on work will be under the appropriate category(ies) of the IBM SFIA rate table. The scope of work will be set out in the Call Off Order Form and agreed by both parties. Follow on services to enable you to complete implementation of cloud services can be provided by IBM. Details should be agreed via the Call-Off Order and priced using the IBM SFIA rate card. 7
2.4 Key Points Other key points to note are as follows: This offering is subject to availability of IBM resources. The Charges for this Service are on the basis that no Parent Company Guarantee is required. If one is required and agreed to by IBM then the Charges will be revised accordingly. For Fixed Price offerings, Travel and Subsistence (T&S) costs are included for work within the M25. For work outside the M25, T&S will be payable using the Contracting Body s standard T&S rates. The pricing and terms on individual call-off orders should be handled as commercially sensitive by the Contracting Body. Where work is of a sensitive and secure nature, security standards will be agreed between IBM and the Contracting Body, and if necessary IBM will ask the Contracting Body to issue a Security Aspects letter. Whilst we do not propose to handle or have access to any personal data, we will suggest and agree alternative approaches such as the use of anonymised data for testing purposes. The work is subject to IBM s Terms of Business, which are attached separately to this catalogue item. Follow on services to enable you to complete implementation of cloud services can be provided by IBM. Details should be agreed via the Call-Off Order and priced using the IBM SFIA rate card. 8