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

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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.