SERVICES DESCRIPTION
REQUIREMENTS ANALYSIS
Almost all our implementations begin by obtaining input and feedback from key staff members in order to tailor the solution to your company’s needs and objectives. Input is obtained from each area that is impacted by the solution to insure that all needs are effectively met. A review of current and desired reports, current database structure, required information tracking and workflow are considered and should be made available for our discussions. During this process, SEREX will draw on our experience from other project implementations to recommend the best ways that the Customer Relationship Management (CRM ) application can be used to meet these objectives. Once agreement is reached on selected system functions and the appropriate approach to configuration, we proceed to develop a training syllabus customized for your unique environment. This phase will be instrumental in determining if the proposed solution will be a viable one for the given environment. This phase of the implementation is quite involved, for a typical small company or group this phase will typically take 1 day. For larger companies or companies with a relatively elaborate workflow and/or information requirement this may take longer.
SOFTWARE INSTALLATION – SEREX
will work with your system support group to install the CRM application and its associated optional components on the corporate network and if applicable on the remote sites / remote users notebooks.
The following describes the various types of installations.
- CRM Server Install – Installation of selected CRM Software on the corporate server
- CRM Database Install & Configuration– Installation of selected CRM Database. Depending on the application and the respective version of the application the install may consist of installing SQL 2000, Firebird SQL or Dbase IV on the corporate server or a dedicated server and then configuring it (see below).
- Synchronization Server Install – Depending on the application there maybe a requirement to install and configure a synchronization server required for all remote users/offices to properly synchronize.
- Remote User/Office CRM Install – Once a Synchronization Server has been installed the remote user clients need to be installed and properly configured.
- Web Server Install – Some CRM applications have the ability to Serve up the application over the Web via a corporate web server. Serex installs all necessary Add on software to make this work.
- Outlook Integration Install – Some CRM applications have the ability to link to Outlook either via a third party module or an optional module supplied by the chosen vendor. Serex installs all necessary Add on software to make this work.
- Word / Excel Integration Install – Some CRM applications have the ability to link to Word and/or Excel either via a third party module or an optional module supplied by the chosen vendor. Serex installs all necessary Add on software to make this work.
- Palm / CE / RIM Integration Install – Some CRM applications have the ability to link to Palm Pilots and/or Windows CE products and/or RIM products either via a third party module or an optional module supplied by the chosen vendor. Serex installs all necessary Add on software to make this work.
CRM SOFTWARE CONFIGURATION & CUSTOMIZATION
Once installed, SEREX customizes the CRM software based upon the input obtained in the Requirements Analysis. This results in a tailored setup of the software which best fits your business information requirements. Key elements of this include the customization of field labels, field Pull Down menus, activity/result coding, setup of automated processes and field views. Security levels for each user are also established, and other issues discussed during the Requirements Analysis stage are incorporated. Upon completion of this stage, the customized system is ready to be installed on your network and deployed to all remote users (if applicable).
These first stages are highly time consuming stages and require the highest level of attention, once completed properly the next stages are relatively easy and the probability of rollout success is increased substantially.
DATABASE CONVERSION & UPGRADE
Information in your current database will be converted to the CRM Application’s database. This includes transferring data to the respective CRM fields developed as part of the custom configuration. Any modifications to data format to accommodate the CRM (i.e. phone numbers) will be addressed as part of the data import. We are assuming here that all data to be imported will be in a flat database or can be exported to Excel for import into the CRM or is an upgrade from one version to another of the same vendor’s application.
Note: Data import is not always perfect and differs from one database to another, hence Serex does not guarantee a complete import of all data in exactly the format that is desired.
CUSTOM REPORTS & DOCUMENT TEMPLATES
Management and user defined custom reports will be prepared based upon input and samples provided by Shuster Real Estate Group. These reports can be accessed (and modified if desired) by all users using the built-in report writing utility in the CRM application. Sample reports, either existing or mocked up, are to be provided to SEREX to assist with their preparation.
Custom documents created in Word will also be prepared. These templates will link information directly from data fields in in the CRM application and will be accessible from a menu within the software. It is assumed that existing form letters and other documents to be merged, will be provided to SEREX in Word document files. Printed samples of these documents, including guidance on which information is to be merged, should also be included with these document files.
Some CRM applications have very powerful built in tools that allows for the automation of certain processes and workflows. These autoprocesses/workflows can be as simple as placing a prospect into a simple marketing track with a few call backs automatically scheduled at certain time intervals to as complex as performing a whole permission marketing campaign.
These autoprocesses/workflows like Reports vary in complexity and are built custom for every installation. The price for development of Reports or autoprocesses/workflows will vary as a function of their respective complexity. The prices shown on the attached cost estimate sheet are only estimates and will vary as a function of the complexity of the programming.