Cloud 9 Insight Ltd
6th Floor, 177 Preston road East Sussex,BrightonBN1 6AGMain Line: +44 (0)1273 921 510Website: http://www.cloud9insight.com
Cloud9 Insight Strategic CRM Project <<c9_account_name>>
<<c9_name>>
Author(s): <<owninguser_fullname>> Date: <<createdon>>
Reviewed by: Carlene Jackson Version: V1
Contact Details:
Name: Carlene Jackson
Phone: +44 (0) 1273 921520
Email: [email protected]
Contents
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1 CRM Vision & Requirements....................................................................................................................................3
2 Budgetary Costs.......................................................................................................................................................3
3 Cloud9 Insight Project Approach and Next Steps.....................................................................................................4
4 CRM Maturity Roadmap...........................................................................................................................................7
5 Why Cloud9 Insight................................................................................................................................................10
6 Additional Services Provided by Cloud9 Insight......................................................................................................12
Appendix: Statement of Work for Requirements Gathering.......................................................................................13
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1 CRM Vision & Requirements
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2 Budgetary Costs
The project will commence with an upfront scoping and requirements gathering session. Initial budgets for your project have been put together for your review using our Budgeting and Planning calculator. Please review and amend the assumed scope identified within the calculator for your project to ensure accurate budgets are planned to meet your expectations. The budgetary costs below are for a first phase only, and assume further phases are planned to achieve a more mature solution. In most instances a day is assumed to be 7.5 hours, the time may be spread for benefit of the client over a number of days as makes sense to allow for decision making and review.
Summary Scope:
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The table below outlines budgetary services costs expected for your project.
The table below outlines budgetary costs licenses expected for your project.
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3 Cloud9 Insight Project Approach and Next Steps
Whether you are looking for a light, fast-track CRM set up or you are taking a more strategic route to implementation encompassing more advanced requirements, the Cloud9 Insight project delivery process is largely the same. Our most successful clients adopt a phased project plan whereby they address what is most critical to the business first of all, providing other areas of the business a platform to build on so that all steps of the customer journey can be supported. The diagram below and supporting paragraphs help explain to you how Cloud9 Insight ensure you maximize the return on your investment and achieve great user adoption:
Preparation
During the preparation phase we will assist you free of charge to answer any product or project related questions. You may wish to have support with taking out a trial or discuss complementary solutions that will further enhance your investment. Prior to starting your scoping engagement, we will send you a pre-project questionnaire, which would be helpful if you would complete and return. This is intended to provide the Cloud9 consultant with an overview of your business objectives for the project. In addition, feel free to send examples of forms, reports or spreadsheets, which are often used to provide some background of type of data used daily. Once you have decided to commit to the requirements and scoping engagement, simply sign and return the requirements statement of work in the appendix of this document and then return to Cloud9. We will arrange for you to receive an invoice for the requirements which will you will need to arrange payment of prior to the start of the project.
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Requirements & Scoping
The project commences with a scoping and requirements gathering session. The exact approach adopted depends on the number of stakeholders involved, the number of functional areas covered in a Phase 1 and other factors such data migration needs, expected level of business transformation etc. Our goal is to capture overall scope expectations, agree a high level roadmap if appropriate and detailed requirements for a Phase 1, which will then be documented. Where helpful, Cloud9 can support the client in identifying best practice processes and use of CRM to support your business needs. Our philosophy is to keep a Phase 1 simple and focused on critical business needs, which will give you the chance to get to understand how flexible CRM is, before planning further phases. After completion of the requirements, Cloud9 will provide a write up of your project scope and requirements for your review and sign off. Typically, identification of requirements includes the following areas:
What modifications need to be made to CRM to ensure great user adoption (e.g. hiding unused menus, simplifying user experience etc.)
Ensuring alignment of data model (entities and fields that match clients unique data captured.) Identification of client processes that should be supported by CRM. Ensure data model supports future reporting needs (structure of data, relationships and fields
for filtering etc.) Data import/migration and support needed. Training approach and scope. Security roles. Integration points and add-ons needed.
Post-Requirements SoW Write Up
Following the requirements engagement, we will send you a statement of work containing the write up from the requirements session for you to review and sign off. We typically plan a week for this write up and the review period. Following your review, incorporating any feedback, we would ask you to return a signed scanned version for our records. We will send you an invoice for the project which will need paying in advance of the project commencing. Cloud9 will support you with provisioning any licenses required, and adding Cloud9 as a user to enable our consultant to undertake customisations required.
Phase 1 Configuration Delivery
Cloud9 commence the project by ensuring new entities and new data fields are added, unrequired entities and fields are hidden. Then put in place the defined processes and ensure data model is mapped correctly across all core entities. Also write in the business rules, workflow or areas of automation to better streamline the processes so that the CRM enables the client to meet their goals.
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Mid-Project Review
Just over half way through these customisations are complete, we schedule a joint review to ensure your timely feedback, so that we can collaboratively achieve the benefits and vision sought.We build in a small amount of additional contingency effort to cover reviews and to allow some flexibility of changes of scope, as it is common for clients to consider new ideas as they see their solution come to life. During this review we provide guidance for the use of any data import templates that we have created for you and general tips on data cleansing and de-duplication. Following the review, Cloud9 complete changes discussed including incorporating any process related changes to the solution. The solution is then ready for data import, which can be undertaken by Cloud9 or the client as agreed within the statement of work.
Testing
Following data import we would encourage you to test and review the solution prior to training. Further adjustments can be made as needed. Please note that this phase is managed on a strictly time and materials basis, any unused time purchased will be put in a support contract for future use. All time used by consultants including: review time, changes, training, testing and ad hoc support are taken from the time purchased. During this period, it is important to set up all user licenses and ensure that if Outlook integration is required, that it is working correctly for each user (on occasions further free assistance is needed from Microsoft to apply updates to some machines, which may not have the latest updates).
Optimisation Review & Phase 2 Planning
Prior to your training, it is recommended to undertake a final joint review to identify any minor changes needed prior to training, as well as additional enhancements which would be recommended in a Phase 2. Further suggestions for a phase 2 may be captured during the training which will lead to the highest level of user adoption as users feel their ideas are being listened to. These additional requirements can be prioritised, budgeted and scheduled in when makes sense for the business, typically 3-9 months following the first phase. This phase 2 often delivers more reporting and maturity such as automation.
Training
Cloud9 are passionate about ensuring great user adoption and designing a training program that is sensitive to the needs of users. A short overview and orientation of CRM followed up with 1:1 or 1: Many sessions delivered remotely or on-site is a great way to support users in feeling confident in using CRM to support their day to day role. During these sessions a further level of personalisation of the solution can be undertaken to ensure a close fit of CRM to support each set of users’ needs and way of working.
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4 CRM Maturity Roadmap
Achieving CRM Maturity through Long Term Partnership with Cloud9 Insight
Cloud9 Insight recommend taking a phased approach to achieving full CRM Maturity. The Roadmap below outlines a typical phased approach to achieving a full CRM Maturity. Cloud9 work with clients over the long term, to achieve the business transformation desired at a pace that fits the culture and pace desired. We offer services by the hour, in 7 hour blocks to support on-going optimization and training of your solution to ensure a good fit for your business and great user adoption. A typical phase 1 is focused on addressing critical business needs and simplifying the solution and aligning the solution to your business processes to ensure great user adoption. Later phases are tailored to achieve a greater level of maturity desired as outlined in the CRM Maturity Model below. Ask us for details of our full range of services to support your long term maturity.
Organisations that achieve the optimum return from their investment, are those that see CRM as a journey not a destination and see CRM as supporting a business transformation. CRM should be used to support business processes and automate as much as possible, leaving more time for customer facing activities. Requirements gathered should address not only functional needs, but also those to address cross department handovers which is the area that can most affect the customer experience with your business. Consider using CRM to support and measure changes required to ensure the highest level of customer loyalty and profitability. These changes will give you the highest return on your investment. Some of these changes will include ensuring users have the best experience in using CRM to support them in doing the best they can in their role.
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CRM Maturity Roadmap
To achieve a greater level of maturity of your CRM solution, Cloud9 recommend the use of add-ons such as:
DCP for automatic proposal or document creation. Scribe for real time integration with other line of business applications. CWR for advanced mobile access and remote data capture including pictures, signatures and
client data. CRM Vertex for quick set up of integrated self-service portals. SharePoint integration for document storage and collaboration. Telephony integration. Advanced Marketing using Dynamics Marketing for website lead to CRM integration and
other advanced marketing features.
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5 Why Choose Microsoft CRM - Cloud9 recommended Solution
Cloud9 have supported many organisations, moving to Microsoft CRM over the past 5 years. There are many reasons for selecting Microsoft CRM, but the common reasons are as follows:
User adoption will be great with real integration with outlook. Automatic synchronization with Outlook for Tasks, email, contacts & calendar appointments. Easy simplification of user interface to align to business data model and processes. Free remote access, offline via Outlook as well as through android and Apple devices. Integrated marketing communications including dynamics campaigns and dynamic mailing
lists which use rules to manage these mailing lists. Licensing is simple and easy to budget. Free Integration with Outlook and SharePoint. Very strong Customer Services & Integrated Marketing communications capability within
Microsoft CRM. Ability to scale up or down licenses to minimum of 5 with only a months’ notice. Flexible and advanced reporting and interactive dashboards and use of Goals to measure KPI’s Supports processes. Robust & flexible security and ability to personalise views and menu for each role if desired.
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5 Why Cloud9 Insight
CRM Leaders in UK
In recognition of Cloud9 Insight’s contribution to the success of Microsoft’s Cloud solution deployment, with clients we have recently been awarded Cloud Accelerate Partner Status by Microsoft, which is a position only held by a very small number of UK Partners. We continue to support Microsoft’s Global growth of CRM Online with involvement at an international level. For example, Cloud9 Insight was one of only 3 UK CRM partners which were invited to support awareness and education of CRM Online. This was in their Global Community of Partners, in a recent Global Partner Conference in the US, which was attended by 15K+ attendees.
Consultants
Cloud9 consultants all have strong business acumen and work closely with clients, ensuring that you get the most from your investment, in aligning the solution to support your business strategy and also ensures great user adoption. We have long term relationships with all our clients and continue to support them, well beyond an initial implementation, a credit to our success and focus on your long term success. We have outstanding training capability and work closely with you to continuously help you be self-sufficient. We enhance your solution yourself if desired, supplementing your own internal capability and bandwidth where helpful. All consultants are certified in products used.
Long Term Partnership
Beyond the project, Cloud9 offer post project Optimisation Support, which can be purchased by the hour or a 7 hour block, and topped up when desired. This time is used to support ad hoc enhancements and training you may require.
Pragmatic Collaborative Approach
Cloud9 Insight adopts a pragmatic approach to working with clients and seek where possible to minimize project costs. This is done by one or more of the following approaches:
Supporting clients with a knowledge transfer approach. Create a transparent working relationship, to support intelligent decision making
about project effort that makes good business sense. Supporting clients in defining scope to deliver a project to a fixed budget and phasing
requirements in a way that makes business sense for the client to achieve a quick return on Investment.
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Support Client’s Vision
Cloud9 Insight is recognized by their clients, for their strength in capability in defining and delivering a mature CRM vision for clients. CRM will allow you to streamline and automate your business processes. For clients that are seeking the highest level of CRM maturity we achieve this, through implementation of client portals and integrated website touch points with your customers or partners. Well-designed dashboards and real time reporting will support better decision making.
Office 365 and SharePoint Experts
Cloud9 offer expert and cost effective services for Mailbox Migrations, Office 365 training, as well as SharePoint Migrations and Intranet set up and training.
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6 Additional Services Provided by Cloud9 Insight
Email Migration Services
Cloud9 offer email migration services for clients moving to Exchange online, as part of Office 365. For full details visit our website here. Costs are from £80 per user for the migration. For more than 20 users contact us for tailored quote. Our consultants are very experienced and we can also offer post migration user support as needed. If you are interested in doing the migration yourself, but with support from an experienced Exchange Consultant, we sell services by the hour to support you with planning and best practice.
CRM Admin & User Training
Cloud9 are passionate about supporting clients with improving user adoption and helping clients get the most value from their investment in IT. We tailor all training to the client’s processes and application to ensure training is relevant to the user’s role. We can also provide advanced user and Administrator training.
User Adoption
User Adoption is the single most significant factor affecting success of your CRM Project. To ensure your organization enjoys the best level of user adoption we recommend planning 1-1 sessions with users post training. Typically, these sessions are 1 hour in duration and designed to support the user in addressing any early training and support issues, that may otherwise impact the successful adoption of CRM. These sessions are a combination of training and consulting to personalize CRM to the user’s unique preferences, and unique views and dashboards that will support better adoption of CRM. These sessions should be planned within a week of the initial training provided and can be offered on scheduled at short notice and throughout the lifecycle of using CRM. Typically, clients purchase a 7-hour block of Enhanced Support time for this purpose.
Support Contract
The aim of this Support Contract is to assist clients to ensure the success and adoption of the use of their Microsoft Online services which may include CRM Online, SharePoint and other CRM add-ons purchased through Cloud9, giving them access to experienced consultants to provide ad hoc consulting and training. There are three levels of support which can be purchased – Silver, Gold and Platinum Training. For more information, please request full details from Cloud9.
CRM Add-Ons
Cloud9 are experienced with many of the popular CRM Add-ons developed by Microsoft Dynamics CRM Partners to enhance your experience of using CRM. These cover areas such as advanced marketing using ClickDimensions, mobile access using Resco Mobile, Accounting integration, automatic document creation using DCP, AdxStudio for self-service portals, CRM Add-ons for computer telephony integration (CTI) and many more.
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Appendix: Statement of Work for Requirements Gathering
For your convenience to commence your engagement, please simply sign this section and return back to Cloud9.
Phase 1 Requirements Session Effort Cost
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The project will commence with a remote requirements workshop, which will support identification of exact scope and requirements to be delivered for this phase 1. Requirements gathered will be mutually prioritised to be delivered, in a Phase 1 within budgets agreed. Later phases should be planned to deliver incremental capability such as automation and advanced reporting.
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To address the needs of each group of users of CRM, this engagement is undertaken to identify and prioritise requirements to be delivered in a Phase 1. During the session we will support you in understanding how CRM will be used to, support your processes and identify requirements to ensure CRM, is fully tailored to fit your immediate business needs. Advice can be provided as required in defining processes to be supported such as best practice sales processes to ensure accurate sales forecasting. Our priority for a Phase 1 is to fully customize CRM to ensure great user adoption and full alignment to your business processes and simplification of the solution to meet your immediate business needs.
The initial requirements session typically covers the following:
Identify areas of solution to be hidden to simplify user interface. Design relevant data model: adapt current fields and add new fields to ensure future
reporting needs and required business processes can be supported, which may include new entities required to support unique company data (up to 1 new entity budgeted within estimate.)
Align CRM to support core business processes. Identification of security roles and related menu options needed. Identification of future reporting needs, in order to ensure fields, capture relevant data Identification of training approach to be adopted. Simple workflow and automation that may be required for a phase 1, assuming additional
budget planned. Agree data migration approach if required and responsibilities of client and Cloud9 for this.
Following on from the on-site requirements workshop, Cloud9 will provide a write up for review, which will subsequently provide the contractual basis for any project undertaken. This will confirm with a high degree of accuracy the budgets needed for the subsequent implementation of CRM. It is common to agree a budget limit at the outset of requirements gathering in advance which we can
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manage scope to achieve this budget.
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Terms
All services pricing shown in GBP.
Costs exclude VAT. All services provided on time and materials basis only, additional time charged at £140
an hour or £950 a day. All work is subject to Cloud9’s ‘Agreement for the supply of services,’ which can be found
here http://www.cloud9insight.com/terms-and-conditions. Payment is required in full prior to commencement for services. This offer is valid until <<c9_proposalexpireson>>. If incurred, travel expenses will be re-charged at cost plus vat if applicable. No obligation by either party to engage for services beyond this requirements gathering
unless by mutual agreement. No obligation by the client to purchase CRM licences until sign off of requirements,
although a trial is needed with Global Admin access set up for Cloud9. Cloud9 should be set as Partner of Record on licences for 12 months minimum.
Next Steps
Sign and return this section as confirmation to proceed. Return completed pre-project questionnaire, (optional) along with any additional
documented requirements. Click here Review Cloud9 budgeting tool to ensure accurate budgets provisioned for
subsequent project. Provision trial licences (activation can be delayed until requirements signed off if
preferred.) Set up Cloud9 with Global Admin Access to CRM prior to Requirements Gathering. Set up Cloud9 as Partner of record. Schedule requirements gathering session. Pay requirements invoice for services prior to requirements session.
DECLARATION:On behalf of both parties it is confirmed that the terms and services, as described herein are acceptable to us:
Cloud9 Insight
Authorised by: Carlene Jackson
Signature:
Date: <<modifiedon>>
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Authorised by: ...................................................
Signature: .........................................................
Date: ...........................................................
