Post on 20-Aug-2015
transcript
11 Steps to a BetterRFP Document
How planning ahead can extend the life of your new customer support solution
Define the objective
Know what you want the outcome to be and state it. What specific problems will the new tool solve? What will success look like?
Narrow the field
Shortlist your vendor options based on critical criteria like licensing model and budget.
Factor in all the costs
Don’t forget to include support and training, implementation, customization, annual licensing fees, and future upgrades.
GATHER REQUIREMENTS FROM ALL STAKEHOLDERS
1
2
3
4
Support staff
Customers
Partners and suppliers
Managers
5 IT
Assign priority weightings
When prioritizing features and capabilities, know the difference between a showstopper and a nice-to-have.
Allow for growth
Try to anticipate things you may not need today, but you may want or need in the future.
Profile the vendors on your shortlist
Do your research. What do their customers say? What’s the support experience like? What does
their product roadmap look like?
Ensure security and uptime
If you’re considering SaaS solutions, be sure to ask about security policies, uptime history, and maintenance downtime.
Request a tailored demo
Insist on a demo customized to your specific use case. Even if you follow best practices, there may be variations
in your approach.
Understand deployment time
Ask how long a typical implementation takes and be prepared to manage those expectations with your stakeholders.
Don’t forget company culture
Ask about the vendor’s vision, company culture, and values. Make sure they match the product and the cultural values of
your organization.