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Proposalivery Guide Addendum for Customer Care
Prepared for
[Customer Name]
Project
[Project Name]
Prepared by [Document Author]
Contributors [Document contributors]
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Table of Contents TABLE OF CONTENTS.................................................................................................................................................. 2 1
INTRODUCTION..................................................................................................................................................... 3 1.1 1.2 1.3
2
Purpose...................................................................................................................................................... 3 Audience.................................................................................................................................................... 4 How to Use This Guide............................................................................................................................. 4
SOLUTION DESCRIPTION..................................................................................................................................... 4 2.1 2.2 2.3
Vision.......................................................................................................................................................... 4 Business Drivers....................................................................................................................................... 4 Engagement Process Flow....................................................................................................................... 5
3
ASSUMPTIONS...................................................................................................................................................... 5
4
CONSULTANT EXPERIENCE REQUIREMENTS................................................................................................... 5
5
CUSTOMER CARE SOLUTION SCOPE................................................................................................................ 7
6
SOLUTION ARCHITECTURE............................................................................................................................... 10
7
LOGICAL/APPLICATION ARCHITECTURE........................................................................................................ 10
8
DEPLOYMENT ARCHITECTURE......................................................................................................................... 10 8.1 8.2 8.3
9
Development Environment..................................................................................................................... 11 Test Environment..................................................................................................................................... 11 Production Environment......................................................................................................................... 11
PROJECT SCOPE................................................................................................................................................ 12 9.1 9.2 9.3 9.4 9.5 9.6 9.7
Areas Within Scope................................................................................................................................. 12 Areas Out of Scope................................................................................................................................. 12 Project Preparation Plans....................................................................................................................... 12 Data Migration.......................................................................................................................................... 13 Release Plans.......................................................................................................................................... 13 Pre-Engagement...................................................................................................................................... 13 Post-Engagement.................................................................................................................................... 13
10
HARDWARE PLANNING.................................................................................................................................. 14
11
REFERENCES.................................................................................................................................................. 14
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1 Introduction 1.1
Purpose
The Customer care solution leverages Microsoft expertise, tools and guidance to assist Microsoft and partners engaging and delivering integrated customer acre projects. The solution reduces project risks, costs, and implementation time with harvested guidance, tools, and templates from successful Customer Care projects engaged by Microsoft. The following key activities performed as part of this solution should produce the deliverables listed below: Note: Please be mindful that a business go/no-go decision can be made on whether to proceed with the next phase or to defer until any critical issues are resolved.
Development
Deployment
Operation
Development & Stabilization
Kickoff Presentation
Finalize Project & Resource planning with change requests incorporated if any
Finalize Functional Specification Document
Low-level Technical Design complete
Finalize Risk Assessment Document
Finalize Solution Architecture Design Document
Detailed Work Breakdown Structure Document with change requests incorporated
Implement Change Control management
Finalize Integration Interfaces and Data Migration Designs
Development of User Acceptance Testing (UAT) and Performance Test Scripts
Quality Review of the deliverables
Finalize/Setup Environment plans for Development/ Performance Testing
Finalize Data migration design plans
Unit/Functional/Integration/Data Migration Test Cases evaluation matrix
Release Builds by Phases
Release Notes/Deployment Guides
Deployment
Build Development/Test Environments at the Client location for User-Acceptance and Performance testing
Data Migration (configuration export and import between Microsoft Dynamics CRM environments) for UAT
Execute Performance and UAT scripts
Conduct Functional and Integration testing
Conduct Training and Additional documents (Train the Trainer/ End-User Program)
Conduct Go-Live Assessment
Conduct Data Migration plans to Production System
Create Disaster recovery plans
Change control management
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1.2
Provide Post Go-Live Support
Handover to Solution Support
Conduct ongoing quality and testing strategies
Conduct Performance Testing/Turning optimizations
Review deliverables against SOW and agreed changes
Audience
After the Customer Care project has been designed and planned (as part of the Decision Accelerator), the Implementation for Customer Care team takes the lead. Headed by the customer’s CIO and senior technical decision makers, the team includes architects, developers, and Project Managers from the customer, partners, and Microsoft, implementing the business solution using the guidance and expertise gained through previous Microsoft Customer Care engagements.
1.3
How to Use This Guide
This document assists consultants to ensure they have an understanding of all deliverables required with this solution, as well as defining a baseline set of skills necessary to successfully implement this solution. A team may be used for delivery to provide all necessary skills. However, all staffing alternatives must be discussed with the Engagement Manager (EM) to ensure that the pricing associated with this solution remains relevant with one or more consultants. Additionally, the project plan will need to reflect the usage of any resources.
2 Solution Description Describe the long-term vision of the company, the project vision and project definition, business objectives, technology objectives and project objectives. Project objectives are tied directly to business and technology objectives. A table can be used to show the relationship between the business/technology and project objectives.
2.1
Vision
The Customer Care (CC) solution was developed to provide a structured method for helping customers realize a world-class customer interaction experience. They often need assistance prioritizing the order in which their business requirements should be addressed and which technical solution must precede others. The solution provides guidance, templates and tools for sales, envisioning, planning, and delivery, enabling project success with reduced risks, times, and resources during the engagement. The solution helps customers overcome Customer Care challenges such as increasing agent productivity, improving the customer experience, and driving customer loyalty. The solution is planned as two main components: (1) Decision Accelerator for Customer Care Solution—Provides guidance for Vision Fit Analysis, Architecture Assessment, Value and Benefit Assessment, Proof of Concept, and Envisioning & Planning; (2) Implementation for Customer Care Solution—Lays out the solution development, project management, and implementation methodology.
2.2
Business Drivers
Combine business imperatives with IT imperatives
Minimize IT complexity and costs
Lower TCO higher ROI
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2.3
Leverage existing IT Assets and interoperability
Design and track key KPIs
Improve application and communication channel (e.g. CTI) integrations
High user adoption
Engagement Process Flow
Microsoft Consulting Services (MCS) experience in these engagements is passed on through the solution’s guidance, tools and templates that enable reducing the time, effort, resources, and risks inherent to these kinds of projects.
3 Assumptions
The consultants must attend the Kickoff Meeting to review pre-engagement assessments/questionnaires and discuss responses from the customer. The consultants engaged should meet or exceed the experience and knowledge requirements provided in the following section. The consultants will provide feedback to the service-kit team to improve the overall quality of this material after an engagement has taken place. Guidance for logging bugs, change requests, or traceable feedback is located in the Engagement Guide.
4 Consultant Experience Requirements To successfully complete this engagement in the allotted timeframe, there are several skills the delivery consultant must have knowledge of: 1. MSF Process and Team Models 2. Programming skill with C# and familiarity with Microsoft® Visual Studio® 3. Microsoft Dynamics™ 4. Customer Care Accelerator for Microsoft Dynamics CRM (CCA) 5. Microsoft BizTalk® Server (Recommended) 6. Microsoft SQL Server® 2005/2008 7. Microsoft Windows Server® 2. Depending on the fitment of the technologies in the proposed solution, the following roles would be recommended to perform the Analysis phase of the Solution.
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Role
Description
Responsibilities
Functional Consultant –CRM
The Functional Consultant will provide deep domain knowledge of the customer business processes and requirements and provide guidance on best practices within that sector, especially during the analysis and design phase.
Define the fitment of Dynamics CRM modules to the Customer business processes and help the Project Manager in defining the Master Development Schedule.
The Solution Architect is the primary resource for determining the approach to be utilized in an implementation. The Solution Architect would have good working knowledge of Microsoft Dynamics CRM, Customer Care Accelerator (CCA), SharePoint® Server, SQL Server, and Office Communications Server (OCS). The Solution Architect should possess a thorough understanding of the product from both a functional and technical perspective.
Refine the roadmap and release plans. Clearly define the scope of the solution by creating integration plans and data migration plans. Ensure the delivery of Microsoft Dynamics CRM suits the Enterprise requirements.
Responsible for preparing the Project Schedules with the Resources.
Prepare Master Development Schedules and Work Break Down structures for each of the Products involved in the Solution Architecture.
Solution Architect
Project Manager
Helps Solution Architect in architecting the Enterprise Requirements with the necessary fitment of technologies.
Responsible for Infrastructure plans.
Roll up the Work Breakdown Structures (WBSs) into the Master Development Schedule (MDS) to track the progress of the entire engagement. Integration Consultant
Integration Consultant primarily understands the requirements of the current LOB applications in the Enterprise and the various integration points exposed by them.
Assess the integration needs of the Enterprise and help the Functional Consultant and Solution Architect in coming out with the Application Integration and Data-level integrations and the risks involved in the same. Responsible for Development, Stabilize, and Deployment activities, and Post Go-Live support.
Technical Consultant (CRM)
Good understanding of CRM Technical capabilities.
Helps Functional Consultant in feasibility analysis. Helps Project Manager in scheduling the tasks related to the CRM. Responsible for Development,
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Description
Responsibilities Stabilize, and Deployment activities, and Post Go-Live support.
Technical Consultant (CCA)
Possess good understanding of CCA and OCS technical capabilities.
Helps Functional Consultant in feasibility analysis. Helps Project Manager in scheduling the tasks related to the CCA and OCS. Responsible for Development, Stabilize, and Deployment activities, and Post Go-Live support.
Technical Consultant (SQL)
Possess good understanding of SQL technical capabilities. Most importantly, SQL Integration Services.
Helps Functional Consultant in feasibility analysis. Helps Project Manager in scheduling the tasks related to the SQL Server. Responsible for Development, Stabilize, and Deployment activities, and Post Go-Live support.
Technical Consultant (SharePoint )
Possess good understanding of Microsoft Office SharePoint Server technical capabilities.
Helps Functional Consultant in feasibility analysis. Helps Project Manager in scheduling the tasks related to the SharePoint Server. Responsible for Development, Stabilize, and Deployment activities, and Post Go-Live support.
5 Customer Care Solution Scope The scope of the Implementation can vary depending on the specific requirements and demands of the customer. Guidance may not be the solution your customer wants, but it is a general overview of a typical Customer Care project. The general scope of a project may include the following:
Implementation of a new navigation tool to facilitate the agent verification process and customer account navigation.
Provide “Information at Your Fingertips” capabilities that will present data from line-of-business (LOB) systems.
Develop a framework to allow the agent to share context in call transfers.
Log agent activities to facilitate ongoing reporting and analysis.
Provide configurable workflows to support the ongoing process optimizations in hotline and customer support.
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Replace existing client with a CCA User Interface Integration (UII).
In addition to these items, the requirements outlined in the table below may be implemented. Area
Description of Requirements Areas to be Implemented
User Interface
Agent Desktop user interface specific requirements, such as SDI format, MDI format, Ribbon Interface, and so on.
Line of Business Applications for Integration
The following are the names and types of applications hosted in the new User Interface of the Agent Desktop client as defined in the Functional Specifications.
Hosted Web Applications Hosted Windows Applications Custom Applications Remote Applications hosted in Citrix
Implementation may provide the ability to search by types, for example: Search
Search user Interface
Customer Number
Order Number/ Name The following applications or services are used to search customer:
<Application Name>
<Service Name>
Session Management and Context Sharing Requirements
Meet requirements (as defined in the requirements document) for managing sessions, storing information in context about the most recent phone call and allowing Users/Customer Service Representatives (CSRs) to switch between sessions as required.
Single Sign on (SSO) Requirement
Provide application log on, authentication, and single sign on. Customer service representatives will log on to the application using their corporate user ID and password. The application will authenticate the information before providing access to the system. Authorization will be maintained by the individual applications. Single sign on capabilities will be provided through the use of the CCA and Enterprise Single Sign On solution to integrate with existing customer security solutions.
Workflows and Automations
Within this project, the following workflows will be implemented:
Integration with Communication Channels
Application name which requires SSO and how sign on happens
<>
The following communication channels are integrated with the Agent Desktop machine with the functionality specified.
Computer Telephony Integration (CTI) - is CTI provider. CTI integration supports following features: o Answer Inbound Call o Dial Outbound Call
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Description of Requirements Areas to be Implemented Read Data from IVR Call Hold Call Transfer Call Hang Up Call Conference Set Agent Status to “Away” or “Online/Available” or “Out for Lunch” or “Break Time” etc. E-mail Integration - is Email provider. Email integration supports following features. o Inbound E-Mail o Outbound E-Mail Chat Integration - is Chat provider. Chat integration supports following features. o Inbound Chat o Outbound Chat o o o o o o
The CRM Logging and Reporting
Plan logging and reporting requirements. Development and implementation of that plan can be handled through the change-management process or as part of a separate contract.
Customer Composite View
Develop User Interface Design Specification based on customer requirements for the composite interface that will provide a unified view of customer information. Development and implementation of the design can be handled through the change-management process or as part of the implementation.
Localization Requirement
Agent Desktop client will support following language (as specified in SOW):
Deployment and Capacity
English
Deploying the server-based platform into the following customer data-center locations:
<<Show the deployment topology and test plans>>
The platform will include application fault tolerance and disaster recovery (as designed, developed, and implemented by customer IT operations). Your IT operations personnel will have primary responsibility for deployment. We will provide recommendations for the capacity plan in the architecture documentation we provide.
6 Solution Architecture [THIS SECTION SHOULD CONTAIN THE PROPOSED SOLUTION ARCHITECTURE INVOLVING ALL OF THE ABOVE STATED TECHNOLOGIES FROM THE END-USER PERSPECTIVE. THE SOLUTION ARCHITECTURE ILLUSTRATES AT A HIGH LEVEL THE VARIOUS CORE COMPONENTS OF THE SYSTEM AND THE INTERACTIONS BY VARIOUS USERS IDENTIFIED IN THE SYSTEM. REFER TO THE DESIGN DOCUMENT.]
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7 Logical/Application Architecture [THIS SECTION SHOULD CONTAIN THE PROPOSED APPLICATION ARCHITECTURE THAT EXPLAINS THE PARTICIPATING TECHNOLOGIES/BUILDING BLOCKS THAT MAKES THE SOLUTION ARCHITECTURE POSSIBLE. THIS INCLUDES THE VARIOUS COMPONENTS OF THE SYSTEM AND INTERACTIONS WITHIN AND ACROSS THE MODULES. THE SOLUTION ARCHITECTURE MIGHT ALSO TALK ABOUT INTEGRATION ARCHITECTURE THAT EXPLAINS THE CLEAR INTEGRATION POINTS BETWEEN THE PROPOSED SYSTEM AND THE CURRENTLY EXISTING LINE OF BUSINESS APPLICATIONS. REFER TO THE DESIGN DOCUMENT.]
8 Deployment Architecture As with any enterprise software delivery, the production and maintenance of the proposed solution will follow an ordered flow. The release of new services or the update of existing ones will go through predefined development-testdeployment processes. These processes require the existence of a multi-stage environment where the development of the solution can happen in an orderly fashion. Three environments will be required for the development and deployment of the proposed solution. The three-stage environment helps achieve highly available, scalable, and reliable production with no single point of failure for CRM/CCA and high capacity to address Enterprise requirements, and separate staging, testing, and development environments. Sample physical design of the solution for all environments is presented as follows:
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8.1
Development Environment
This is the environment that will be primarily used by the development team during the production of one or more solution services or modules and their associated work products. This environment will also be used for unit and integration testing.
8.2
Test Environment
This is the environment that will be used by the test team and the user experience team to perform system and usability testing to the solution releases prior to their deployment to the production environment. The test environment will be based on a simplified architecture. << Make sure the Test Environment at the Customer location matches the Production system configuration for drawing the accurate test plans before going live.>>
8.3
Production Environment
This is the environment that will be primarily used to host the latest production release of the Solution components. Also, the proposed solution is designed to scale at all layers. The architecture is highly modular, allowing components to be organized into separate logical entities that can be added and extended when and where needed. Loadbalancing and clustering capability allows components to scale easily and cost-effectively, while providing high availability and fault-tolerant performance. By separating processing functions into multiple logical and physical tiers, resources can be assigned and configured based on operational requirements with fine-grained precision.
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9 Project Scope 9.1
Areas Within Scope
[CLEARLY IDENTIFY AND WRITE THE DESIGN COMPONENTS THAT ARE CONSIDERED IN-SCOPE.] For example, the following table shows the fitment/Gap of the requirement. Requirement Id
9.2
Requirement
Scope
Fitment/GAP
Customization for GAPS
Areas Out of Scope
[CLEARLY IDENTIFY AND WRITE THE DESIGN COMPONENTS THAT ARE CONSIDERED OUT-OF-SCOPE.] Requirement Id
9.3
Requirement
Scope
Reason for Deferral/ Out of Scope
Project Preparation Plans As the complexity of the Solution Architecture increases with more than one technology in place and the resources accordingly, the overhead of maintaining a single project plan with all respective teams in place can become increasingly complex. Hence it is suggested to maintain a WBS for each member of the Technology team that is part of the Solution Architecture and have it rolled up to a Master Development Schedule (MDS) that gives an overall vision of the Project management. The following diagram explains briefly the idea behind this.
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The above diagram states that the stakeholders responsible for technology-specific deliverables restrict themselves to the lifecycle of the respective WBS while the Project Manager and Client Stakeholders lean on to the Master Development Schedule to track the progress. Any change in the WBS of any technical stream would propagate to the MDS and provide notifications to each stakeholder.
9.4
Data Migration
[IDENTIFY THE SYSTEMS, FROM THE REQUIREMENTS DOCUMENT, THAT PARTICIPATE IN THE DATA MIGRATION AND THE RESPECTIVE DESIGN SPECIFICATIONS. REFER TO THE DATA MIGRATIONS SECTION IN THE ENVISIONING GUIDE FOR CLARITY.]
9.5
Release Plans
[REFINE THE RELEASE PLANS AFTER UPDATING THE WBS AND MASTER DEVELOPMENT SCHEDULE. REFER TO THE RELEASE PLANS SECTION IN THE ENVISIONING GUIDE FOR CLARITY.]
9.6
Pre-Engagement
The pre-engagement process is critical to ensure that both the client and the System Integrator (SI) have aligned expectations for the Customer Care project. The client should be amenable to providing a Project Manager to oversee the engagement and help escalate solutions to any problems that occur. An onsite test environment should be configured and available to the SI consultant (if required). Timelines and work schedules should be discussed during this period, and any preparatory work to be done by the client (such as pre-engagement questionnaires) should begin with completion scheduled prior to the arrival of the SI consultant to the site.
9.7
Post-Engagement 13
Sure Step To help improve future versions of this Offering, we request that both you (the consultant) and the customer provide feedback on the engagement.
10 Hardware Planning Hardware planning is very important to support the proposed Solution Architecture. Clearly define the Hardware topology for the various technologies applied in the proposed Solution Architecture. The following considerations may be made while deciding the hardware topology: 1. Non-Functional requirements that decide Network Load Balancing (NLB), Clustering needs 2. Data volume growth that decides the data storage hardware 3. Disk optimization The following products may need explicit mention of the Hardware requirements: 1. 2. 3. 4. 5. 6.
SQL Server Microsoft Dynamics CRM Server Office SharePoint Server Customer Care Accelerator (CCA) BizTalk Server Office Communications Server
Each hardware configuration might want to address the required configurations. For example, the following example discusses the required hardware for SQL Server components CRM SQL Cluster Components Processors
Four Dual Core (latest speed – at least 3.0Ghz 2.2MB cache 667Mhz FSB HT Enabled)
RAM
32 GB DDR2 400MHz
Internal Storage (C :) External Storage HBA Network Adapter
2x36GB Ultra 3 (15K RPM) Fiber (2) Gigabit Ethernet Adapter
Recommended four quad core processors Recommended 64 GB expandable to 128GB RAID 1 (Operating System) Redundant Redundant GB Adapters
OS and Middleware Windows Server SQL Server
2008 2008
R2 x64 Edition Enterprise x64
11 References
14
Prepared for
[Customer Name]
Project
[Project Name]
Prepared by [Document Author]
Contributors [Document contributors]
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Table of Contents TABLE OF CONTENTS.................................................................................................................................................. 2 1
INTRODUCTION..................................................................................................................................................... 3 1.1 1.2 1.3
2
Purpose...................................................................................................................................................... 3 Audience.................................................................................................................................................... 4 How to Use This Guide............................................................................................................................. 4
SOLUTION DESCRIPTION..................................................................................................................................... 4 2.1 2.2 2.3
Vision.......................................................................................................................................................... 4 Business Drivers....................................................................................................................................... 4 Engagement Process Flow....................................................................................................................... 5
3
ASSUMPTIONS...................................................................................................................................................... 5
4
CONSULTANT EXPERIENCE REQUIREMENTS................................................................................................... 5
5
CUSTOMER CARE SOLUTION SCOPE................................................................................................................ 7
6
SOLUTION ARCHITECTURE............................................................................................................................... 10
7
LOGICAL/APPLICATION ARCHITECTURE........................................................................................................ 10
8
DEPLOYMENT ARCHITECTURE......................................................................................................................... 10 8.1 8.2 8.3
9
Development Environment..................................................................................................................... 11 Test Environment..................................................................................................................................... 11 Production Environment......................................................................................................................... 11
PROJECT SCOPE................................................................................................................................................ 12 9.1 9.2 9.3 9.4 9.5 9.6 9.7
Areas Within Scope................................................................................................................................. 12 Areas Out of Scope................................................................................................................................. 12 Project Preparation Plans....................................................................................................................... 12 Data Migration.......................................................................................................................................... 13 Release Plans.......................................................................................................................................... 13 Pre-Engagement...................................................................................................................................... 13 Post-Engagement.................................................................................................................................... 13
10
HARDWARE PLANNING.................................................................................................................................. 14
11
REFERENCES.................................................................................................................................................. 14
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1 Introduction 1.1
Purpose
The Customer care solution leverages Microsoft expertise, tools and guidance to assist Microsoft and partners engaging and delivering integrated customer acre projects. The solution reduces project risks, costs, and implementation time with harvested guidance, tools, and templates from successful Customer Care projects engaged by Microsoft. The following key activities performed as part of this solution should produce the deliverables listed below: Note: Please be mindful that a business go/no-go decision can be made on whether to proceed with the next phase or to defer until any critical issues are resolved.
Development
Deployment
Operation
Development & Stabilization
Kickoff Presentation
Finalize Project & Resource planning with change requests incorporated if any
Finalize Functional Specification Document
Low-level Technical Design complete
Finalize Risk Assessment Document
Finalize Solution Architecture Design Document
Detailed Work Breakdown Structure Document with change requests incorporated
Implement Change Control management
Finalize Integration Interfaces and Data Migration Designs
Development of User Acceptance Testing (UAT) and Performance Test Scripts
Quality Review of the deliverables
Finalize/Setup Environment plans for Development/ Performance Testing
Finalize Data migration design plans
Unit/Functional/Integration/Data Migration Test Cases evaluation matrix
Release Builds by Phases
Release Notes/Deployment Guides
Deployment
Build Development/Test Environments at the Client location for User-Acceptance and Performance testing
Data Migration (configuration export and import between Microsoft Dynamics CRM environments) for UAT
Execute Performance and UAT scripts
Conduct Functional and Integration testing
Conduct Training and Additional documents (Train the Trainer/ End-User Program)
Conduct Go-Live Assessment
Conduct Data Migration plans to Production System
Create Disaster recovery plans
Change control management
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1.2
Provide Post Go-Live Support
Handover to Solution Support
Conduct ongoing quality and testing strategies
Conduct Performance Testing/Turning optimizations
Review deliverables against SOW and agreed changes
Audience
After the Customer Care project has been designed and planned (as part of the Decision Accelerator), the Implementation for Customer Care team takes the lead. Headed by the customer’s CIO and senior technical decision makers, the team includes architects, developers, and Project Managers from the customer, partners, and Microsoft, implementing the business solution using the guidance and expertise gained through previous Microsoft Customer Care engagements.
1.3
How to Use This Guide
This document assists consultants to ensure they have an understanding of all deliverables required with this solution, as well as defining a baseline set of skills necessary to successfully implement this solution. A team may be used for delivery to provide all necessary skills. However, all staffing alternatives must be discussed with the Engagement Manager (EM) to ensure that the pricing associated with this solution remains relevant with one or more consultants. Additionally, the project plan will need to reflect the usage of any resources.
2 Solution Description Describe the long-term vision of the company, the project vision and project definition, business objectives, technology objectives and project objectives. Project objectives are tied directly to business and technology objectives. A table can be used to show the relationship between the business/technology and project objectives.
2.1
Vision
The Customer Care (CC) solution was developed to provide a structured method for helping customers realize a world-class customer interaction experience. They often need assistance prioritizing the order in which their business requirements should be addressed and which technical solution must precede others. The solution provides guidance, templates and tools for sales, envisioning, planning, and delivery, enabling project success with reduced risks, times, and resources during the engagement. The solution helps customers overcome Customer Care challenges such as increasing agent productivity, improving the customer experience, and driving customer loyalty. The solution is planned as two main components: (1) Decision Accelerator for Customer Care Solution—Provides guidance for Vision Fit Analysis, Architecture Assessment, Value and Benefit Assessment, Proof of Concept, and Envisioning & Planning; (2) Implementation for Customer Care Solution—Lays out the solution development, project management, and implementation methodology.
2.2
Business Drivers
Combine business imperatives with IT imperatives
Minimize IT complexity and costs
Lower TCO higher ROI
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2.3
Leverage existing IT Assets and interoperability
Design and track key KPIs
Improve application and communication channel (e.g. CTI) integrations
High user adoption
Engagement Process Flow
Microsoft Consulting Services (MCS) experience in these engagements is passed on through the solution’s guidance, tools and templates that enable reducing the time, effort, resources, and risks inherent to these kinds of projects.
3 Assumptions
The consultants must attend the Kickoff Meeting to review pre-engagement assessments/questionnaires and discuss responses from the customer. The consultants engaged should meet or exceed the experience and knowledge requirements provided in the following section. The consultants will provide feedback to the service-kit team to improve the overall quality of this material after an engagement has taken place. Guidance for logging bugs, change requests, or traceable feedback is located in the Engagement Guide.
4 Consultant Experience Requirements To successfully complete this engagement in the allotted timeframe, there are several skills the delivery consultant must have knowledge of: 1. MSF Process and Team Models 2. Programming skill with C# and familiarity with Microsoft® Visual Studio® 3. Microsoft Dynamics™ 4. Customer Care Accelerator for Microsoft Dynamics CRM (CCA) 5. Microsoft BizTalk® Server (Recommended) 6. Microsoft SQL Server® 2005/2008 7. Microsoft Windows Server® 2. Depending on the fitment of the technologies in the proposed solution, the following roles would be recommended to perform the Analysis phase of the Solution.
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Role
Description
Responsibilities
Functional Consultant –CRM
The Functional Consultant will provide deep domain knowledge of the customer business processes and requirements and provide guidance on best practices within that sector, especially during the analysis and design phase.
Define the fitment of Dynamics CRM modules to the Customer business processes and help the Project Manager in defining the Master Development Schedule.
The Solution Architect is the primary resource for determining the approach to be utilized in an implementation. The Solution Architect would have good working knowledge of Microsoft Dynamics CRM, Customer Care Accelerator (CCA), SharePoint® Server, SQL Server, and Office Communications Server (OCS). The Solution Architect should possess a thorough understanding of the product from both a functional and technical perspective.
Refine the roadmap and release plans. Clearly define the scope of the solution by creating integration plans and data migration plans. Ensure the delivery of Microsoft Dynamics CRM suits the Enterprise requirements.
Responsible for preparing the Project Schedules with the Resources.
Prepare Master Development Schedules and Work Break Down structures for each of the Products involved in the Solution Architecture.
Solution Architect
Project Manager
Helps Solution Architect in architecting the Enterprise Requirements with the necessary fitment of technologies.
Responsible for Infrastructure plans.
Roll up the Work Breakdown Structures (WBSs) into the Master Development Schedule (MDS) to track the progress of the entire engagement. Integration Consultant
Integration Consultant primarily understands the requirements of the current LOB applications in the Enterprise and the various integration points exposed by them.
Assess the integration needs of the Enterprise and help the Functional Consultant and Solution Architect in coming out with the Application Integration and Data-level integrations and the risks involved in the same. Responsible for Development, Stabilize, and Deployment activities, and Post Go-Live support.
Technical Consultant (CRM)
Good understanding of CRM Technical capabilities.
Helps Functional Consultant in feasibility analysis. Helps Project Manager in scheduling the tasks related to the CRM. Responsible for Development,
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Description
Responsibilities Stabilize, and Deployment activities, and Post Go-Live support.
Technical Consultant (CCA)
Possess good understanding of CCA and OCS technical capabilities.
Helps Functional Consultant in feasibility analysis. Helps Project Manager in scheduling the tasks related to the CCA and OCS. Responsible for Development, Stabilize, and Deployment activities, and Post Go-Live support.
Technical Consultant (SQL)
Possess good understanding of SQL technical capabilities. Most importantly, SQL Integration Services.
Helps Functional Consultant in feasibility analysis. Helps Project Manager in scheduling the tasks related to the SQL Server. Responsible for Development, Stabilize, and Deployment activities, and Post Go-Live support.
Technical Consultant (SharePoint )
Possess good understanding of Microsoft Office SharePoint Server technical capabilities.
Helps Functional Consultant in feasibility analysis. Helps Project Manager in scheduling the tasks related to the SharePoint Server. Responsible for Development, Stabilize, and Deployment activities, and Post Go-Live support.
5 Customer Care Solution Scope The scope of the Implementation can vary depending on the specific requirements and demands of the customer. Guidance may not be the solution your customer wants, but it is a general overview of a typical Customer Care project. The general scope of a project may include the following:
Implementation of a new navigation tool to facilitate the agent verification process and customer account navigation.
Provide “Information at Your Fingertips” capabilities that will present data from line-of-business (LOB) systems.
Develop a framework to allow the agent to share context in call transfers.
Log agent activities to facilitate ongoing reporting and analysis.
Provide configurable workflows to support the ongoing process optimizations in hotline and customer support.
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Replace existing client with a CCA User Interface Integration (UII).
In addition to these items, the requirements outlined in the table below may be implemented. Area
Description of Requirements Areas to be Implemented
User Interface
Agent Desktop user interface specific requirements, such as SDI format, MDI format, Ribbon Interface, and so on.
Line of Business Applications for Integration
The following are the names and types of applications hosted in the new User Interface of the Agent Desktop client as defined in the Functional Specifications.
Hosted Web Applications Hosted Windows Applications Custom Applications Remote Applications hosted in Citrix
Implementation may provide the ability to search by types, for example: Search
Search user Interface
Customer Number
Order Number/ Name The following applications or services are used to search customer:
<Application Name>
<Service Name>
Session Management and Context Sharing Requirements
Meet requirements (as defined in the requirements document) for managing sessions, storing information in context about the most recent phone call and allowing Users/Customer Service Representatives (CSRs) to switch between sessions as required.
Single Sign on (SSO) Requirement
Provide application log on, authentication, and single sign on. Customer service representatives will log on to the application using their corporate user ID and password. The application will authenticate the information before providing access to the system. Authorization will be maintained by the individual applications. Single sign on capabilities will be provided through the use of the CCA and Enterprise Single Sign On solution to integrate with existing customer security solutions.
Workflows and Automations
Within this project, the following workflows will be implemented:
Integration with Communication Channels
Application name which requires SSO and how sign on happens
<
The following communication channels are integrated with the Agent Desktop machine with the functionality specified.
Computer Telephony Integration (CTI) -
8
Sure Step Area
Description of Requirements Areas to be Implemented Read Data from IVR Call Hold Call Transfer Call Hang Up Call Conference Set Agent Status to “Away” or “Online/Available” or “Out for Lunch” or “Break Time” etc. E-mail Integration -
The CRM Logging and Reporting
Plan logging and reporting requirements. Development and implementation of that plan can be handled through the change-management process or as part of a separate contract.
Customer Composite View
Develop User Interface Design Specification based on customer requirements for the composite interface that will provide a unified view of customer information. Development and implementation of the design can be handled through the change-management process or as part of the implementation.
Localization Requirement
Agent Desktop client will support following language (as specified in SOW):
Deployment and Capacity
English
Deploying the server-based platform into the following customer data-center locations:
<<Show the deployment topology and test plans>>
The platform will include application fault tolerance and disaster recovery (as designed, developed, and implemented by customer IT operations). Your IT operations personnel will have primary responsibility for deployment. We will provide recommendations for the capacity plan in the architecture documentation we provide.
6 Solution Architecture [THIS SECTION SHOULD CONTAIN THE PROPOSED SOLUTION ARCHITECTURE INVOLVING ALL OF THE ABOVE STATED TECHNOLOGIES FROM THE END-USER PERSPECTIVE. THE SOLUTION ARCHITECTURE ILLUSTRATES AT A HIGH LEVEL THE VARIOUS CORE COMPONENTS OF THE SYSTEM AND THE INTERACTIONS BY VARIOUS USERS IDENTIFIED IN THE SYSTEM. REFER TO THE DESIGN DOCUMENT.]
9
Sure Step
7 Logical/Application Architecture [THIS SECTION SHOULD CONTAIN THE PROPOSED APPLICATION ARCHITECTURE THAT EXPLAINS THE PARTICIPATING TECHNOLOGIES/BUILDING BLOCKS THAT MAKES THE SOLUTION ARCHITECTURE POSSIBLE. THIS INCLUDES THE VARIOUS COMPONENTS OF THE SYSTEM AND INTERACTIONS WITHIN AND ACROSS THE MODULES. THE SOLUTION ARCHITECTURE MIGHT ALSO TALK ABOUT INTEGRATION ARCHITECTURE THAT EXPLAINS THE CLEAR INTEGRATION POINTS BETWEEN THE PROPOSED SYSTEM AND THE CURRENTLY EXISTING LINE OF BUSINESS APPLICATIONS. REFER TO THE DESIGN DOCUMENT.]
8 Deployment Architecture As with any enterprise software delivery, the production and maintenance of the proposed solution will follow an ordered flow. The release of new services or the update of existing ones will go through predefined development-testdeployment processes. These processes require the existence of a multi-stage environment where the development of the solution can happen in an orderly fashion. Three environments will be required for the development and deployment of the proposed solution. The three-stage environment helps achieve highly available, scalable, and reliable production with no single point of failure for CRM/CCA and high capacity to address Enterprise requirements, and separate staging, testing, and development environments. Sample physical design of the solution for all environments is presented as follows:
10
Sure Step
8.1
Development Environment
This is the environment that will be primarily used by the development team during the production of one or more solution services or modules and their associated work products. This environment will also be used for unit and integration testing.
8.2
Test Environment
This is the environment that will be used by the test team and the user experience team to perform system and usability testing to the solution releases prior to their deployment to the production environment. The test environment will be based on a simplified architecture. << Make sure the Test Environment at the Customer location matches the Production system configuration for drawing the accurate test plans before going live.>>
8.3
Production Environment
This is the environment that will be primarily used to host the latest production release of the Solution components. Also, the proposed solution is designed to scale at all layers. The architecture is highly modular, allowing components to be organized into separate logical entities that can be added and extended when and where needed. Loadbalancing and clustering capability allows components to scale easily and cost-effectively, while providing high availability and fault-tolerant performance. By separating processing functions into multiple logical and physical tiers, resources can be assigned and configured based on operational requirements with fine-grained precision.
11
Sure Step
9 Project Scope 9.1
Areas Within Scope
[CLEARLY IDENTIFY AND WRITE THE DESIGN COMPONENTS THAT ARE CONSIDERED IN-SCOPE.] For example, the following table shows the fitment/Gap of the requirement. Requirement Id
9.2
Requirement
Scope
Fitment/GAP
Customization for GAPS
Areas Out of Scope
[CLEARLY IDENTIFY AND WRITE THE DESIGN COMPONENTS THAT ARE CONSIDERED OUT-OF-SCOPE.] Requirement Id
9.3
Requirement
Scope
Reason for Deferral/ Out of Scope
Project Preparation Plans As the complexity of the Solution Architecture increases with more than one technology in place and the resources accordingly, the overhead of maintaining a single project plan with all respective teams in place can become increasingly complex. Hence it is suggested to maintain a WBS for each member of the Technology team that is part of the Solution Architecture and have it rolled up to a Master Development Schedule (MDS) that gives an overall vision of the Project management. The following diagram explains briefly the idea behind this.
12
Sure Step
The above diagram states that the stakeholders responsible for technology-specific deliverables restrict themselves to the lifecycle of the respective WBS while the Project Manager and Client Stakeholders lean on to the Master Development Schedule to track the progress. Any change in the WBS of any technical stream would propagate to the MDS and provide notifications to each stakeholder.
9.4
Data Migration
[IDENTIFY THE SYSTEMS, FROM THE REQUIREMENTS DOCUMENT, THAT PARTICIPATE IN THE DATA MIGRATION AND THE RESPECTIVE DESIGN SPECIFICATIONS. REFER TO THE DATA MIGRATIONS SECTION IN THE ENVISIONING GUIDE FOR CLARITY.]
9.5
Release Plans
[REFINE THE RELEASE PLANS AFTER UPDATING THE WBS AND MASTER DEVELOPMENT SCHEDULE. REFER TO THE RELEASE PLANS SECTION IN THE ENVISIONING GUIDE FOR CLARITY.]
9.6
Pre-Engagement
The pre-engagement process is critical to ensure that both the client and the System Integrator (SI) have aligned expectations for the Customer Care project. The client should be amenable to providing a Project Manager to oversee the engagement and help escalate solutions to any problems that occur. An onsite test environment should be configured and available to the SI consultant (if required). Timelines and work schedules should be discussed during this period, and any preparatory work to be done by the client (such as pre-engagement questionnaires) should begin with completion scheduled prior to the arrival of the SI consultant to the site.
9.7
Post-Engagement 13
Sure Step To help improve future versions of this Offering, we request that both you (the consultant) and the customer provide feedback on the engagement.
10 Hardware Planning Hardware planning is very important to support the proposed Solution Architecture. Clearly define the Hardware topology for the various technologies applied in the proposed Solution Architecture. The following considerations may be made while deciding the hardware topology: 1. Non-Functional requirements that decide Network Load Balancing (NLB), Clustering needs 2. Data volume growth that decides the data storage hardware 3. Disk optimization The following products may need explicit mention of the Hardware requirements: 1. 2. 3. 4. 5. 6.
SQL Server Microsoft Dynamics CRM Server Office SharePoint Server Customer Care Accelerator (CCA) BizTalk Server Office Communications Server
Each hardware configuration might want to address the required configurations. For example, the following example discusses the required hardware for SQL Server components CRM SQL Cluster Components Processors
Four Dual Core (latest speed – at least 3.0Ghz 2.2MB cache 667Mhz FSB HT Enabled)
RAM
32 GB DDR2 400MHz
Internal Storage (C :) External Storage HBA Network Adapter
2x36GB Ultra 3 (15K RPM) Fiber (2) Gigabit Ethernet Adapter
Recommended four quad core processors Recommended 64 GB expandable to 128GB RAID 1 (Operating System) Redundant Redundant GB Adapters
OS and Middleware Windows Server SQL Server
2008 2008
R2 x64 Edition Enterprise x64
11 References
14
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