The standard CRM implementation method uses a two-tier approach, plus a business process review. During a standard 4 month implementation 3 months would be consumed during the tier one training and business process review, the final month would be the tier two-phase; approximately 75% of the implementation budget is also consumed during tier one. The activities during the phases are shown below.
The principle is that tier one training builds and tests the business processes, tier two training builds and tests the system used to go live.
Key Tasks and Milestones
- The online environment is relatively easy to deploy, manage and support
- CRM is inherently user friendly and intuitive in its operation, making it quicker and easier to learn and enabling very high rates of user acceptance
- CRM uses the technique of cascading user-defined defaults wherever possible. Therefore, the initial data setup can be much simplified and expedited by using these default parameters.
- We will work in close partnership to help achieve a smooth and trouble-free implementation.
- We will appoint an Implementation Manager to coordinate all our activities and act as a single point of contact.
- We possess all the necessary software, support skills and experience to provide in-depth support to any CRM installation.
Implementation Methodology Visual Diagram
Business Process Review
- Analysis current system
- Realise any potential ‘Pitfalls’
Tier 1 Training
- Basic training
- System navigation
- Sample static data entry
- Simulate system processes
- Test procedure
- Re-engineer system processes
- Document procedures
- Create works instructions
- Preparation of existing data for conversion
Tier 2 Training
- End-user training
- Test works instructions and documentation
- Test process
- Test system
- Test users
- Test data
- Entry to the live system long term dynamic data
Following the end of each phase of the implementation, we will carry an audit. The sign-off of the audit will allow the project to move on to the next stage.
During the first tier, an exercise will be taking place to collate and cleanse the existing data. We can import data from practically any format, but standard spreadsheets give details of the fields required, and screenshots in CRM explain where you will use the fields in the new system.
CRM software is configured to the relevant number of users and applications required. During the implementation process, we may deploy additional apps with your prior agreement.
The implementation begins with a high-level overview of your business and processes, captured in the process review stage. At this stage, we can determine the Apps required and the basic configuration requirements.
Following this stage, we will “storyboard” each App, delving deep into the individual Apps, their functionality, and changes required to suit your specific needs.
The proposal is based on the number of days required to implement a standard system determined by the anticipated number of users and apps needed, plus some leeway to enhance the platform to your requirements. In essence, you are purchasing a pack of days to implement an ERP platform.
If a fixed budget is required, a substantial scoping process is necessary to determine your exact requirements. This can run into days and weeks, depending on your internal processes.
Our implementation methodology is far more flexible and gives you far more control during the implementation phase. In most cases, clients are unaware of the potential of the CRM system, and a fixed plan is very constraining.
However, there is a downside.
During the implementation, you may be tempted to request additional changes to the platform and use up more hours than initially planned. Whilst we aim to keep you on budget and to timescale, if you decide to request additional works, you should consider that the project plan may be extended and additional costs may be incurred.
To make you aware of this, we will alert you at the 50% and 75% of consumed budgeted hours so that you are aware of these timescales and either reign in the additional changes or move forward in the knowledge then the project may go over in terms of budget and project completion.
At all times you will have access to the current status of your project both in terms of hours and budget via our online project management system.
Please note within this section we have attempted to give an estimate of costs based upon our experience, IMPORTANTLY you will only be invoiced for actual days taken.
The day rate is shown within this section excludes any direct expenses (hotel, airfares, mileage at Inland Revenue rates etc.) that will be recharged in the usual manner.
Project Management & General Support Issues
A project plan will be produced by Flowbird in conjunction with the client and will be available to you throughout the project. A Flowbird project manager will ensure all tasks assigned to the Flowbird team are completed to plan. We suggest that a Client project manager be appointed to enable one point of contact.
Training & Implementation Support
Following the formulation of a project plan, we will conduct training on a customised train the trainer approach. This will include workshop sessions by job function, e.g. sales, marketing and management etc. The exact training format will be agreed upon at the formulation of the project plan.
Training estimates for Tier 1 and Tier 2 training include a provision for CRM Process Control configuration. This will provide the user with a basic knowledge of Process Controls and how to author and maintain them. More advanced training will be provided, if required, at the specified day rate.
CRM is supplied complete with a pack of standard output templates. Inclusive within this section, if required, is an allowance for modification to these documents to suit your company’s requirements.
If shown and applicable, we would undertake the conversion of static data from your current system; the estimated costs are indicated above. Static data includes parts information, bills of materials and customer and supplier names and addresses. Data for conversion will need to be available in spreadsheet or CSV format. Please note that Flowbird is not responsible for cleaning data and correcting formatting issues unless specifically requested and documented in the proposal.
Annual Maintenance and Support Licence
The maintenance and support agreement will provide you with all the backup services you require.
To enable us to fulfil our obligations, we require access to your system when necessary.
The support facility includes:
* A help desk to log and monitor support calls Monday to Friday, 09.00 to 17.30 GMT (excluding public holidays)
* Online services to resolve problems quickly and with minimum inconvenience
* Flowbird Technical CRM support remains in place and available throughout the entire life of the installation