Expertflow

Microsoft Dynamics CRM Deployment

Handing over the implementation of both the Callcenter and the CRM to one party results in a turn-key solution and a single point of contact. Knowing well both system, we can also insure that they will work together properly.

Furthermore, the backoffice integration work (for example, to a corebanking system) needs to be done once only, and not several times (once for the CRM, once for Phonebanking, for example).

Deployment methodology

This chapter describes the methodology we generally use for the CRM deployment.

Diagnosis

In the evaluation phase, our consultants evaluate the existing system and set of procedures followed by the client for its working. This enables us to evaluate the gap and set expectations of the customer with reference to the implementation of the system. These findings during evaluation are used as the basis for complete project planning.

Analysis

The planning phase starts with the kick off meeting based on the findings during evaluation phase. The evaluation phase will help to make recommendations required for system implementation. This will be the base for preparing the actual Project Plan.

The plan phase will also define the scope of training and identify the integration requirements, organizational structures, security models and deployment options.

Design, Development & Deployment

After planning the required parameters, the customized solution will be built and configured which will be fully supported by our team.

Configuration activities will include the configuration of business units, users, interface changes and workflow changes etc. These configuration settings and changes will be deployed finally at the clients end.

The deployed system will be fully customized catering all the requirements identified in the gap analysis. Complete user training and data conversion will be done in this phase.

Operate

This phase will include the Go live process and post implementation support.

Callcenter – CRM Connector

Our offer includes also a CTI toolbar and screen-popup within the CRM to the Callcenter. The agent will therefore see who is calling him while the phone is still ringing, and he can pick up the phone directly from within the CRM application.

CRM Deployment scope

The functionality deployed will be the deployment of a standalone CRM, with one interface to a back-office system for customer information.