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CRM POC Engagement Plan

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The Interface Design document is a high level overview of what the interface is attempting to do. It should include the timing, frequency, data and method

[PartnerLogo]

QuickPlan for Microsoft Business Solutions CRM

    Engagement Plan

Prepared by: [Partner]

    [Customer]

    [Project]

    [Date]

Table of Contents

    INTRODUCTION ................................................................................................ 3

    ENGAGEMENT TOPICS ........................................................................................ 3

    OPPORTUNITY DEFINITION ................................................................................... 4

    PROJECT VISION AND SCOPE ................................................................................ 4

    OUT OF SCOPE ................................................................................................ 5

    PROJECT TIMELINE ............................................................................................ 5

    USER PROFILES ................................................................................................ 6

    ASSUMPTIONS ................................................................................................. 7

    DEPENDENCIES ................................................................................................ 7

    RISKS/CONTINGENCIES ...................................................................................... 8

    PROJECT APPROACH .......................................................................................... 8

    MILESTONES ................................................................................................... 9

    LIST OF DELIVERABLES ..................................................................................... 10

    REVIEW AND APPROVAL .................................................................................... 12

Revision History

    Date Comments Editor [Document Date] Initial Version [Consultant Name]

Legal Notice

    The information contained in this document represents the current view of [Partner] on the issues discussed as of the date of publication and is subject to change at any time without notice to you. This document and its contents

    are provided AS IS without warranty of any kind, and should not be interpreted as an offer or commitment on the

    part of [Partner], and [Partner] cannot guarantee the accuracy of any information presented. [Partner] MAKES

    NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DOCUMENT.

    All trademarks are the property of their respective companies. QuickPlan for Microsoft CRM Engagement Plan 2

Introduction

    This document describes the vision and scope for the QuickPlan for Microsoft CRM to be

    conducted at [Location] for the [Customer] Company. It articulates the project team’s vision within the context of budget and schedule. Specific deliverables will be determined

    based on project dependencies and milestones.

    The QuickPlan for Planning Microsoft CRM Implementation engagement includes the services of a consulting team who offer their experience and knowledge to create the first-pass

    design for your deployment of Microsoft CRM. The service offering provides as its primary

    deliverables the knowledge transfer to your staff, and a first-pass design plan.

The project’s success depends on access to the details of the current environment, including

    user information, documentation, and diagrams. The project also depends on the

    participation of the many representatives who are responsible for the current environment.

The lead consultant will conduct a series of design sessions throughout the project’s

    duration. These sessions will address the current environment, the desired end-state

    environment, and the features of Microsoft CRM. For the project to be successful the people

    with direct responsibility for the topics covered must attend these meetings. This document

    provides an outline of the team members and meeting agenda so that you can schedule

    time appropriately to take maximum advantage of this consulting service.

The balance of the time will be used for side meetings to discuss specific customer issues,

    research the environment and products, and complete the required documentation.

Engagement Topics

    The QuickPlan for Planning Microsoft CRM Implementation service covers the following general topics:

    Reasons for purchasing a CRM solution Critical success factors Business pain points

    Current infrastructure GAP resolution Required CRM infrastructure

    Current legacy system(s) and their usage Conversion planning Legacy data requirements

    QuickPlan for Microsoft CRM Engagement Plan 3

    Current business processes: marketing, Mapping process and requirements to sales and service CRM functionality Data requirements Defining new business processes.

    Reporting requirements

    Identify interfaces Process flows Data requirements Technology Business units Security model Users and roles Training requirements

Opportunity Definition

    Sales and Marketing executives at the [CUSTOMER] Company have expressed a need for both consolidated enterprise wide account and contact data that is customized to their

    business, and for a solution that can help automate certain sales and customer interaction

    processes. Reporting and metrics are also a key element in measuring resource

    effectiveness. They are looking to reduce costs and increase sales by identifying effective

    campaigns, products, departments, and individuals. Members of the sales and marketing

    staff require daily snapshots of key performance metrics along with comparisons to prior

    periods. They also require support for disconnected access to data. All data must be

    presented by a simple, easy-to-use user interface. Also, users must be restricted to only

    that data which directly pertains to their respective job function (i.e. individual contributor,

    manager, vice president, etc.).

Project Vision and Scope

    This project will allow the [CUSTOMER] Company to gain an understanding of the effort

    required to implement a customized Microsoft CRM solution across their organization. The

    result of the QuickPlan for Microsoft CRM is a set of deliverables that will detail the various

    elements present in the customer’s Microsoft CRM deployment. Business Decision Makers

    would then be able to assess the risks and level of effort needed to deploy Microsoft CRM.

    In addition, the technical and administrative staff of the [CUSTOMER] Company will come

    away with a thorough understanding of the CRM technologies employed. The QuickPlan will

    include the following:

? Infrastructure Assessment: The first step is to review the existing client

    infrastructure. The goal is to determine if all the CRM required technical pieces are

    present, and to identify those elements that are missing.

    ? Organizational Assessment: Gain an understanding of the structure of the

    organization, the users and their roles, business units and the security model.

    ? Business Drivers Review: Discuss with the customer the reasons for implementing a

    CRM solution. Determine what business pain points they are trying to resolve.

    ? Business Process Review: Walk through the client’s sales, marketing and service

    processes. Walk through the CRM functionality and equate the client’s processes to the

    QuickPlan for Microsoft CRM Engagement Plan 4

    CRM functionality and determine where processing efficiencies can be gained through

    standard or customized functionality and workflow creation.

    ? Legacy System Review: Analyze the current legacy CRM system to determine data

    requirements. This will also be the starting point defining UI changes and legacy data

    conversion design.

    ? Interface Design: Analyze and prepare high level design(s) for any proposed interfaces

    to other system(s).

    ? Deployment Planning: Begin to discuss deployment preferences with the client.

    Emphasize the benefits of deploying in a phased approach.

    ? Training Planning: Begin to discuss training requirements for user and admin

    resources. Emphasize the ‘train-the-trainer’ approach.

Out of Scope

The scope of the QuickPlan will not include the following services:

    ? Enterprise Infrastructure Design: This service does not include analysis and

    recommendation of infrastructure outside of the CRM required infrastructure.

    ? Proof of Concept or Pilot Testing: This service provides initial design planning.

    Follow-up work is required to address the risks identified during this service offering and

    to perform detailed design work after which a proof of concept and pilot test can be

    performed.

    ? Installation of Microsoft CRM: This service will not include installation of the Microsoft

    CRM system. This includes all components such as servers, clients, Exchange of ERP

    Integration.

Project Timeline

The services are expected to be delivered during a one week period of time, expected to

    begin the week of January 26, 2004. The proposed agenda for this project is as follows:

    ? Day 1 Day 2 Day 3 Day 4 Day 5

    QuickPlan for Microsoft CRM Engagement Plan 5

    Week ? Kickoff Design Design Design Consulting

    1 Meeting at Session Session Session team

    1:00 pm. departs

     Bus. Process Bus. Process Training

    Bus. Drivers Analysis Analysis - Planning for sales and service Infrastructure Deployment

    marketing Legacy System

     review.

    Week Deliverable Deliverable

    2 review revisions as

    (remote) necessary.

User Profiles

    User profiles describe the types of users that will interact with the solution. Listed below

    are the various types of users and the description of their interactions with the site:

    User Type Description

    Business User [Business users might include a Sales

    Manager who will use the solution to

    analyze sales trends and reward top

    performers, individual sales personal who

    want to view their own performance

    against quota over time, a Marketing

    Manager who wants to measure the

    effectiveness of a sales campaign, etc.

    They may also want to have access to

    the data when they are disconnected

    from the network. List the different

    types of Business Users and how they

    will interact with the system.

    For example:

    ? Sales managers

    ? Sales reps

    ? Service managers

    ? Service reps

    ? Marketing resources] Business Analyst Internal personnel responsible for the

    functional definition of the solution and

    who insure the business integrity of the

    model.

    Database Administrators Internal personnel responsible for

    QuickPlan for Microsoft CRM Engagement Plan 6

    support and deployment the solution.

    This may include Load Managers who are

    responsible for insuring the success of

    data loads into the system as well as

    Application DBAs who actually design and

    implement the system.

    Developers Internal developers responsible for

    creating the reporting interface, e.g.

    intranet web-based interface.

Assumptions

    Listed below are the assumptions for the QuickPlan for Microsoft CRM. We would like to

    reiterate that this is not intended to be an actual solution deployment engagement, but

    rather an engagement for planning the deployment. The following are assumptions:

    ? The result of this QuickPlan will be a comprehensive end-to-end plan for deploying a

    customized Microsoft CRM solution.

    ? The customer will provide business data and knowledge that is appropriate for

    analysis at the outset of the QuickPlan

    ? The customer will provide IT infrastructure knowledge that is appropriate for

    analysis at the outset of the QuickPlan.

    ? Requisite customer personnel will be available to participate in the development of

    the solution with the [Partner] staff

Dependencies

    Listed below are all dependencies that must be fulfilled for the QuickPlan to be successful.

    Dependencies include the following:

    ? Meeting space: The consulting team and client resources need a secluded space in

    which to work. It should be free from outside interruption as much as possible.

    There should be ample working space, whiteboards and an in-focus machine.

    ? Customer Personnel: Appropriate sales, marketing and customer service personnel

    must be available for the length of the QuickPlan.

    ? Legacy Data: An appropriate set of legacy customer data must be available on day

    one.

    ? Customer Legacy CRM systems: Customer legacy systems must be available for

    analysis by the consultant team.

    ? IT resources: IT staff should be available for the infrastructure review session.

QuickPlan for Microsoft CRM Engagement Plan 7

Risks/Contingencies

    This section lists the specific risks to the QuickPlan and a mitigation/contingency plan for

    managing each risk.

    Risk Severity Mitigation/Contingency Short timeframe High Avoid scope creep by sticking closely to

    the QuickPlan templates. Please

    remember that this is intended only to

    produce an implementation plan. Customer data not available Medium Set data expectations early and verify

    or insufficient before getting on-site. Insufficient resources at the Medium The customer must supply additional

    customer site. personnel who are qualified to provide

    input into the QuickPlan sessions.

Project Approach

    The QuickPlan for Microsoft CRM consists of staff from [Partner] and [CUSTOMER] Company working together to ensure the success of the engagement.

Team Structure

    The following section associates these roles with specific responsibilities and team members

    for the engagement.

    Title Job Responsibility Planning Service Offering

    Involvement Partner representatives

    Engagement Executive Level Primary point of contact at the

    Manager Engagement executive level. Maintains relationships

    Management at the executive level. Project Manager Project Management Primary point of contact for customer,

    leads requirements analysis and project

    scoping. Creates and delivers much of

    the project documentation. MSCRM CRM Functional Primary consultant on the project; Application Expert provides knowledge transfer on the

    Consultant functionality and technology, guides the

    customer to a decision, and writes some

    of the project documentation. MSCRM Technical CRM Technology Functions as the technical development

    Consultant Expert consultant and for designing and

    QuickPlan for Microsoft CRM Engagement Plan 8

    Title Job Responsibility Planning Service Offering

    Involvement

    developing customized CRM

    functionality using the Solution

    Developers Toolkit (SDK). Creates

    technical deliverable documents. Customer representatives

    Executive Likely to be the chief Sets the objectives for the project,

    Sponsor information officer confirms the budget, and manages

    or IT director. relationships with external individuals

    and agencies and with the real

    customers (the users). Project Leader Likely to be the lead Involved for all topics. The primary

    messaging architect. customer contact. Business Unit Key users. Provides CRM process(s), data

    Representatives requirements, workflow, etc. Functions

    as the ‘business’ expert for the

    particular business unit. IT Technology Key customer IT and Provides detailed knowledge of

    Representative infrastructure customer IT infrastructure and works

    resource with Technical Consultant to define CRM

    technical needs.

Milestones

    The milestones for this engagement are:

    Organizational Analysis completed Consulting team members must acquire

    a sufficient knowledge of the structure of

    the organization, business units, user

    roles and the security model. Business Drivers and Process analysis Consulting team members must acquire completed a sufficient knowledge of the underlying

    sales and/or service processes. Data Modeling and Legacy systems Consulting team members must acquire

    Analysis Completed a sufficient knowledge of the underlying

    data requirements and model.

    The goal is to determine if all the CRM Infrastructure assessment completed required technical pieces are present,

    and to identify those elements that are

    missing.

    Engagement Summary Delivered The Engagement Summary document

    which details what was accomplished

    during the QuickPlan is sent to the

    customer.

    QuickPlan for Microsoft CRM Engagement Plan 9

Interface Analysis completed Analyze and prepare high level design(s)

    for any proposed interfaces to other

    system(s).

    Deployment planning completed Initial discussions around deployment

    preferences with the client. Emphasize

    the benefits of deploying in a phased

    approach.

    Training planning completed Begin to discuss training requirements

    for user and admin resources.

    Emphasize the ‘train-the-trainer’

    approach.

List of Deliverables

    Master Document References

    Implementation

    Solution Design

    Business Process Assessment

    Arch Infrastructure Assessment

    Organization Configuration

    Interface Design

    Legacy Data Mapping

QuickPlan for Microsoft CRM Engagement Plan 10

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