Cataline RFP 06192015 - LinkedIn

Operational Intelligence RemedyForce Configuration

and Implementation Proposal

Prepared by: Kristen Helmers

6/17/2015

RIPTIDE | 200 East Palm Valley Drive, Suite 2000, Oviedo, Florida 32765 | 800-RIPTIDE | RiptideCloud.com

We thank you for the opportunity to present this new proposal for professional services and we

look forward to assisting with Catalina’s RemedyForce configuration and implementation needs.

Since 1995, Riptide has built a reputation of uncompromising quality and superior results,

developing and deploying large-scale enterprise systems. We absolutely stand by our products

and services 100% and will go to great lengths to ensure your complete satisfaction with our

work. More than 90% of our customer relationships extend over a five-year period, ensuring the

complete and total success of our clients’ initiatives.

Riptide is an American employee-owned company, employing only U.S. citizens, and using no

offshore outsourcing. We provide our customers with a superlative level of service. We’ll help you

maximize your investment in technology.

If you have any questions or would like further assistance with your project, we are at your

service. We look forward to building a strong relationship with you and your organization and we

are ready to begin work on your project right away.

Most sincerely,

Thad Horning

Senior Vice President, Professional Services

Table of Contents Letter of Introduction………………………….………………………….…………………2

Table of Contents ............................................................................................... 3

Executive Summary ........................................................................................... 4

Business Overview ............................................................................................ 5

Related Projects ................................................................................................. 8

Supportability ................................................................................................... 15

Riptide’s Approach .......................................................................................... 19

Financial Cost Model ....................................................................................... 24

Executive Summary Catalina would like to understand what options are available in the marketplace to support a platform centered around management and troubleshooting of our In-store marketing network configurations. The solution would be comprised of the following components

1. Configuration management application 2. Implementation of the RemedyForce configuration management data base

(CMDB) 3. Integration with the event management application

Areas of interest include but are not limited to:

Cost and effort to implement the RemedyForce CMDB

Mapping Catalina domain to CMDB

Scalability for future CMDB implementations

Custom configuration management dashboards and configuration interfaces on RemedyForce platform

Integration with Remedy Force and custom application

Research, suggestion, development and configuration

Hardware/software needed to accomplish

International solution

Total Cost of Ownership (TCO)

Business Overview Company History:

Riptide Software Inc. is a Florida C corporation (EIN No. 59-3341930), fully reporting since 1995.

All corporate records are filed and available for verification with SunBiz.org at

http://search.sunbiz.org/Inquiry/CorporationSearch/SearchResultDetail/EntityName/domp-

p95000070673-4bf10096-544f-4b71-9de5-5465a2e09065/riptide%20software/Page1, and is a

top-tier provider of cloud and mobile applications, enterprise system integration, and custom

software development.

Today Riptide technology partners include the world’s leading cloud platforms, such as

Salesforce, Amazon Web Services, MuleSoft, Twilio and Google. Our clients can be found in all

industry verticals, including hospitality and travel, high tech, manufacturing, and medical on a

national and global scale. They include Fortune 500 companies, small businesses, and the

Department of Defense.

Riptide has been assessed a CMMI Level 4 rating, and operates out of a secret-cleared facility

which has been certified every year since 2007 by the U.S. Department of Defense in support of

our military cleared activities. Nearly 75% of Riptide’s staff hold active secret or higher clearance

level.

1995 – Riptide was established as an enterprise level custom software development

company

2001 – Recognized by Deloitte & Touché as a Top 50 Fastest Growing Technology

Companies in North America.

2003 – Third straight year recognized by Deloitte & Touché as a Top 50, Fastest Growing

Technology Companies in North America.

2005 – Won Military Training Technology Top 100 companies

2007 – Won Silver Award from Horizon Interactive Awards

2007 – Became a Salesforce Certified Consulting Partner

2008 – Riptide won 1st place Response Award at Dreamforce

2010 – Won the Military’s Common Army Ranges and Target Systems (CARTS) and

Urban Operations Training System (UOTS) contracts.

2010 – 100 employees strong, headquartered in Orlando FL, focused on Cloud

Solutions, Consulting, and Development Services

http://search.sunbiz.org/Inquiry/CorporationSearch/SearchResultDetail/EntityName/domp-p95000070673-4bf10096-544f-4b71-9de5-5465a2e09065/riptide%20software/Page1

http://search.sunbiz.org/Inquiry/CorporationSearch/SearchResultDetail/EntityName/domp-p95000070673-4bf10096-544f-4b71-9de5-5465a2e09065/riptide%20software/Page1

2011 – Won the CACCTUS (Combined Arms Command & Control Trainer Upgrade

System) contract for the U.S. Marine Corps to develop a seamless combination of

simulation, 2D and 3D visuals, interfaced C4I, synthetic terrain, and review capabilities.

Contract valued at more than $45 million over the next 5 years.

2011 – Won the RDS (Range Data System) contract for the U.S. Army to provide a

complete system including radio hardware and software to provide the command, control

and information infrastructure.

2012 – Riptide recognized as a certified member of the Green Business Bureau, we are

committed to maintaining environmentally responsible business practices.

2014 – Riptide was awarded CMMI (Capability Maturity Model Integration) Level 4, based

on a standard CMMI-based Appraisal Method for Process Improvement (SCAMPI)

covering the Orlando, FL facility.

The principals of our firm are:

Philip Loeffel – President / CEO

Barry Clinger – Executive Vice President / CTO

Kent Banks – Director of Engineering / COO

Maria Tess Martin – Director of Finance / CFO

Riptide is headquartered in Orlando near the University of Central Florida campus.

University of Central Florida Main Campus

Riptide Software, Inc. 200 E. Palm Valley Dr. Ste.

2000, Oviedo FL 32765

Financial Information:

Financial Information

Related Projects kCura

Salesforce Consulting, Development & Integration

Riptide has partnered with kCura for over 5 years in order to provide business process

automation, which ensures the smooth operation of various customer service avenues such as

monthly billing, knowledge base, ideas, community portal and more.

Utilizing Service Oriented Architecture (SOA), enterprise-scale messaging systems, Mule ESB,

and standards-based web services, Riptide developed a data aggregation system responsible for

aggregating large volumes of data from various installations of a kCura-owned software system

into Salesforce.com. The system processes millions of records per day in a highly efficient

manner, often importing hundreds of thousands of records into Salesforce.com in mere minutes.

kCura emails CSV files to the Riptide-developed integration middleware. The message-driven

middleware parses the CSV files, transforms the data into a Salesforce.com-useable format,

performs additional business logic to derive values, and uploads the records to Salesforce.com in

a high-volume, distributed ETL process.

In addition, Riptide also has developed significant customizations within kCura's Unlimited Edition

Salesforce.com org supporting over 500 full user licenses and over 3000 customer

portal/community licenses. Custom invoicing software utilizing Batch Apex to generate over 100

invoices per month and processing millions of financial datapoints was developed to support

kCura's finance department. Additional VisualForce components provide a PDF of the invoice to

be sent to customers, launching points to generate single invoices for an account and more.

At a customer facing level, Riptide worked closely with kCura to launch Communities during the

Communities Pilot for internal review. As soon as Communities became generally available,

Riptide worked with kCura to launch Communities with Ideas, Knowledge, and Chatter Answers

for over 3000 customer users worldwide. The kCura Community includes significant

customizations including a customized UI for Ideas, Google Maps integration, a custom training

tracker, support ticket management, and custom dashboards. Riptide has also developed Apex

triggers to support business process automation including automating support center quality

assurance auditing.

Marriott Vacations Worldwide

Enterprise Systems

Riptide provides enterprise software systems, support and other technical services to Marriott,

supporting the Marriott Vacation Club, Ritz-Carlton Club, Grand Residence Club and Marriott

Vacation Club—Asia Pacific brands. Riptide's domain expertise in revenue management,

enterprise reservation systems and the hospitality industry continues to provide essential value to

Marriott for over a decade.

Riptide has provided solutions to track price and pace, improve revenue management, and track

property inventory that improve the bottom line for Marriott’s Vacation Club properties. Riptide’s

custom software development included reservation, concierge, and inventory management

systems all integrated to existing legacy systems.

Leveraging our enterprise architecture expertise, Riptide has provided SOA and ESB middleware

solutions, tying together complex back-end system integrations through standards-based web

services, with special attention to data integrity and system scalability and maintainability. Using

our UI/UX and web application development expertise,

Riptide has also developed large scale, branded, easy-to-use, customer-facing web sites with

rich functionality for capabilities including reservations, concierge services, rewards program

management, loan servicing, annual fees servicing, and profile management. Riptide provided

Admin Web Portals streamlining Customer Service's access to these functions and other

business critical functionality in global call centers with computer telephony integration (CTI). In

support of Marriott Vacations Worldwide's global sales centers, Riptide has developed web-

based sales tools for kiosks, desktops, tablets and other mobile devices, including native IOS

applications for iPads and iPhones, as well as responsive design for web applications used

across all devices and platforms.

Following mature software development processes and leveraging best practices has allowed our

systems to stand the test of time, many of which are still used and continue to be supported by

Riptide today.

Starwood Vacation Ownership

Enterprise Reservation & Inventory Management System

Riptide was engaged by Starwood to build a next generation reservation and inventory

management system for their vacation ownership properties. These enterprise systems

contained a web-based portal, which was developed for internal customer service

representatives and property concierge resources. The systems were designed within a service-

oriented architecture (SOA) and contained many enterprise integrations to systems such as

property management, customer loyalty, and points. The enterprise system integrations were

achieved utilizing web service technologies such as SOAP and REST. The systems contained

many complex workflows and approval processes, which had to be carefully orchestrated with

other enterprise services to ensure data and transactional integrity. In addition to the complex

enterprise architecture, Riptide focused heavily on the overall UI/UX making the application

usability very intuitive, delivered high user adoption and acceptance of these next generation

enterprise systems.

Major Car Rental Company

Rate Management & Analytics System

Riptide was contracted by a major car rental company to build a rate management and analytics

system, which aggregates and analyzes industry pricing data to keep the company positioned

highly competitively across all major markets. This enterprise system was developed with

ultimate scalability in mind upon a distributed cloud-based architecture. The elastic nature of the

cloud infrastructure allows the company to scale with computational resources, data aggregation,

and analytical processing during seasonal peak usage. The system has distributed service

oriented architecture (SOA) utilizing RESTful web service and messaging technologies. This

Enterprise Rate Management system runs data aggregation jobs within a map/reduce compute

grid with data feed integrations to online travel agencies (OTA) and GDS to aggregate all pricing

information. The system uses rule-based logic, which is applied to the large aggregate dataset,

including data retrieved from the reservation and inventory management system, to determine

competitive pricing analysis. The rate management then provides the revenue manager with

recommendations for pricing adjustments, which can be accepted or changed, then activated

with a "single click" to publish the new rates out to all online channels (OTA), GDS and other

internal enterprise systems. Riptide also focused heavily on the overall UI/UX, making the

application usability very easy with a goal of high user adoption and acceptance of this new next

generation system.

VIPWink

A New Mobile Media Distribution System

First Level Entertainment distributes entertainment applications through wireless carriers, carrier

distribution channels and Internet portals, with an eye on the eventual addition of retail locations.

They engaged Riptide to create a profitable new social media application that allows celebrities,

sports figures and brands to reach their followers with exclusive premium content not available in

regular mass social media streams. This new application would provide its users a way to

monetize

social media while building brand loyalty by providing followers/subscribers with exclusive, get-it-

first content not available through Twitter, Facebook or other “normal” channels. There have been

many unsuccessful attempts to monetize social media, with most using some form of advertising

structure. VIP Wink’s approach was to address the desire for celebrities and brands to generate

revenue directly from social media, but also to provide value to subscribers in a way reward

the patronage of their most loyal and dedicated supporters. Most social media outlets are one-

way vehicles to push information out with minimal opportunity to gauge interest or capture

feedback.

Riptide considered ways to enable these “VIPs” to interact bi-directionally and utilize the loyalty,

and providing a modern-day “fan club.” Leveraging Amazon Web Services, Riptide developed a

completely scalable system to handle the interaction between celebrities/brands and their

followers, which includes the management of rich media such as pictures, videos, text,

hyperlinks, and hashtags. A subscription system links the solution to the Apple Store and Google

Play Store. The solution was designed with interfaces for iOS and Android devices, and works

equally well on mobile or desktop browsers, allowing “followers” to choose their preferred method

of interaction.

Our modern, fully automated allows First Level Entertainment to offer “VIP Wink,” a premium

social media service that enables celebrities and brands to reach their target audiences and build

brand loyalty. These users are able to provide their followers with exclusive content, give

advance notice to these preferred consumers before news is widely distributed to the public, and

market their products with special targeted promotions. VIP Wink drives revenue to both First

Level Entertainment and its users, while providing value to the followers who subscribe. When

users market directly their social media outreach.

Unity Gateway

Nightclub Management System

Nightclub owners approached Riptide looking for a single solution to several of their business-

related issues. These issues begin at the door, where they were looking for a solution to the

manual, error-prone system of checking IDs to ensure patrons are of legal drinking age, thus

protecting the club from liability risks. In addition, club owners wanted a powerful tool for

collecting customer data demographics and generating detailed analytics; tracking customer

loyalty; providing vehicles for targeted marketing and campaign management; giving clients a

mobile venue for making table reservations; and creating POS integration with their database.

This single solution would help club owners manage their businesses, increase existing revenue

streams and potentially grow additional methods of income.

The nightclub industry needed a modern turnkey solution that is mobile, cloud-based, scalable,

and combines all of the features needed to empower business owners to properly manage their

properties. It was vital to create an automated system that would quickly and accurately IDs, with

a single solution to handle driver’s licenses from disparate states to accommodate out-of-town

guests. It needed online/offline mode, and it had to work quickly enough to ensure a club owner’s

door traffic would flow quickly. Riptide was also tasked with adding the data collection component

to the solution, allowing club owners to determine male/female ratios in real time and to offer

customer-specific promotions, like birthday specials. The solution had to collect data from POS to

track client trends and allow for targeted marketing through email, SMS and MMS, allowing club

owners to send clients text message and email blasts and attach virtual fliers to these

communications. It also had to have a mobile customer facing component, allowing them to

reserve tables from anywhere.

Riptide developed a multi-tenant, schema-based SaaS solution which allowed numerous clubs to

onboard but still have their data isolated from others. The main interface for ID validation were

IOS devices with attached scanners. The user interface incorporated a verification screen to give

customer data feedback, providing fields based on age, gender, spender ratings, guest check

average and other criteria. Riptide utilized Mule ESB to provide a stateless API, which could be

horizontally scaled using any servlet container on a cloud-based solution. The design’s flexibility

allowed us to create marketing components for targeting clients via email, SMS/ MMS and social

media. Riptide’s experience with Twilio was invaluable, allowing us to host SMS and MMS

platforms for marketing purposes. We also leveraged Amazon Web Services (AWS) for email

marketing channels, marketing wizards, and scalability under extreme conditions.

We designed a fully automated club marketing and management system that allows club owners

to plan and react to their clientele in real time. The Unity Gateway app not only limits club owners’

liability risk by eliminating errors with manual ID checks, but also provides these businesses the

data they need to directly market to their clients, as well as detailed customer demographics and

analytics. Club owners using the Unity Gateway app can capture client data, create customized

reports, offer targeted marketing based on real-time customer analytics, track customer loyalty,

send marketing communications directly to their patrons, increase the rate of their doorway flow,

and increase their top line revenues. This single total management solution allows club owners to

drive more customers to their clubs and incentivize repeat business.

Deepstacks University

Web & Mobile Custom Learning Management System

Deepstacks University was born at the World Poker Tour at the Mirage in Las Vegas. During

breaks, its founders often discussed the lack of quality poker education. They quickly realized

there was a market for poker training very similar to other online training and online video-based

instruction programs.

Mere lectures did a poor job of preparing people to handle real world situations. Based on their

experience, the founders believed situational training would be a more effective approach. In

situational training people are put in a series of situations, forced to react, and then critiqued on

their responses. Based upon this insight, Deepstacks Poker Training began holding live events in

multiple cities, eventually recruiting famous poker player Mike “The Mouth” Matusow as their lead

trainer.

Deepstacks was ready to address a broader audience, by moving its poker training online. While

traditional online poker training consisted of watching online videos, lecture-style, Deepstacks

wanted to transform the industry by delivering their new way of learning poker online. This

training program was called Deepstacks University. There was only one problem: while

Deepstacks had built strong competencies around poker instruction and contracted with many of

the top names in the world of poker, they lacked any sort of IT or software engineering support

infrastructure.

Deepstacks approached Riptide, a leading provider of cloud and mobile technology solutions,

consulting, professional services, and development, and proposed this revolutionary online poker

training system. They wanted to take the industry by storm with a custom Learning Management

System (LMS) that provided an interactive experience to their users from the web browser and

mobile devices. Riptide had previously built a similar system for the US Army, it was an ideal

candidate to build Deepstacks University. To achieve the vision for Deepstacks University, a

whole new business would have to be built. Deepstacks did not want to be in the business of

installing and maintaining server or software infrastructure. Therefore, Riptide advised the

company to leverage a fully cloud-based architecture so that Deepstacks could focus on what

they knew best—poker. With the cloud, an entire Internet business could be built without a single

technical person on staff.

A specific cloud architecture and deployment model was chosen as the best choice for the needs

of Deepstacks University. There would be four elements to the solution. The first would be the

underlying infrastructure upon which the application would be built. This would be provided by

Amazon Web Services (AWS), an infrastructure as a service provider. The second would be the

state-of-the-art interactive multimedia instruction (IMI) learning management system (LMS)

custom developed by Riptide. Third, Salesforce would be used as the back-office system

containing all customer information.

Finally, the users need to be able to access all of the training content "on the go”, so a

companion mobile app was developed. The initial released app was a iOS based targeting

iDevices (iPhone, iPod & iPad devices) to keep all of the learners engaged. Riptide chose to

leverage the latest in rapid application development (RAD) technologies and selected

the Groovy & Grails technology stack. The technology decision was based off of Riptide's deep

internal knowledge of the Java platform, which could maximize the potential for code reuse. The

core application was designed from the start to be deployed on Amazon Web Services

(AWS).This would allow global scalability and service delivery to customers worldwide. Therefore,

the next step was to focus on the Amazon cloud infrastructure and integrations for handling the

distribution of rich multimedia content. The LMS system needed to have strong content delivery

capabilities, therefore Amazon S3 provided a storage repository for the Amazon CloudFront

content delivery network (CDN), which was used to ensure fast multimedia delivery across the

globe.

Supportability Riptide through our agile methodology will ensure Catalina Marketing personnel associated with

the product and project will be well versed on the dynamics and usability of the system we are

implementing. During the testing and quality assurance phase of the project, Catalina Marketing

will actively participate in this process.

Riptide’s support and quality assurance plan is documented with the Process Asset Library, which

is assessed as operating at CMMi level 4 by the Software Engineer Institute. The following table

outlines Riptide’s approach to QA/quality control issues:

Level Type Description Fixed Within

1 Critical the software has serious defects to the

extent that testing can't continue until

fixes are implemented

48 - 72 hours

2 High prevents the completion of an essential

capability with no alternative workaround

72 hours – 1 week

3 Medium Prevents the completion of an essential

capability. Reduces functionality and fails

to meet full requirements. A workaround

is available.

Next Full Delivery

4 Low Non-critical functionality or cosmetic

changes, documentation or comment

updates. System suggestion /

enhancement

CCB Determined

1 Detailed Descriptions

1.1 Critical – Level 1

The Level 1 critical defect is the most severe defect in the system. Work will begin to correct the

problem immediately. The following list provides guidelines for defining a Critical level system

defect:

• Unrecoverable system failure, business data is compromised, jeopardizes personnel

safety, and/or has a potential security issue. No alternative workarounds exist to correct this

problem.

• Permanent loss of data, hardware or software crash.

• System is down entirely.

Defects are considered critical if they cause a program to abort or produce critical information

inaccurately. Critical defects may have a workaround, however, if a workaround exists, the defect

must occur in a majority of the executions (> 50%). Defects should not be considered critical if a

workaround exists, and the problem occurs in less than 50% of the executions. Defects that are

considered critical should be consistent and occur in the majority of the executions. Intermittent

defects that are not easily reproducible and occur in less than 50% of the executions should be

downgraded to Medium. Aesthetic issues are never considered critical unless they cause such

massive confusion that the significant majority of users (> 75%) are unable to operate the software

successfully as a result of such defects.

1.2 High – Level 2

The Level 2 high defect has no workaround, but does generally not stop all testing operations.

Work to correct these defects will be prioritized with other defects, but will generally begin

immediately after discovery of the defect. The following list provides guidelines for defining a High

level system defect:

• A defect resulting in erroneous financial calculations, incorrect information on customer

visible output and/or reports.

• Program reports erroneous data or has an un-handled exception—any bug that is

serious, but allows the program to recover and continue.

1.3 Medium – Level 3

The Level 3 medium defect has a workaround and generally accurate testing can be accomplished

using this workaround. The following list provides guidelines for defining a Medium level system

defect:

• Defects having workarounds. Through prioritization, some mediums may get

downgraded to low. Those which remain highs get first priority for the next build.

• A significant user inconvenience, but a workaround exists.

• Cosmetic error or non-destructive technical error.

• This category is generally used to report "bugs" that really are just cases of where the

application works fine, but doesn't meet requirements.

Defects are considered medium if they cause the program to produce inaccurate results. Medium

defects always have a workaround that allows the user to continue working, or obtain the

information through some other avenue, programmatically or manually. A medium defect should

never cause a program to abort, however, such errors could be classified as medium if a

workaround exists which does not negatively impact the user's productivity, or the problem occurs

in a very small percentage of executions (< 5%). Aesthetic problems can be classified as medium,

but only in cases where a significant majority of the users (> 75%) will notice the error, and the

error is considered embarrassing, not simply undesirable. Aesthetic problems might also be

considered medium if they cause confusion or lead to improper use of the software by a majority of

the users (> 50%).

1.4 Low – Level 4

The Level 4 low defect is generally cosmetic in nature, and is often an enhancement request.

System functionality is generally not compromised, but a usability inconvenience often exists. The

following list provides guidelines for defining a Low level system defect:

• Cosmetic or defect in infrequently or unimplemented feature.

• System suggestion, enhancement or identification of any additional functionality not

previously defined by the system requirements.

• Bugs like spelling errors and improper English in dialogs and things the end user sees.

Also blatant cases where the usability of the user interface is less than desirable.

• Minor install procedure updates.

Defects are considered low if they do not stop the user from successfully operating the software

and achieving the desired end result. Low defects are normally aesthetic, rather than functional in

nature. If a defect is functional, it can still be classified as low if its effect is temporary, does not

negatively impact other parts of the software or data, does not significantly compromise the user's

perception of quality, or occurs in a very small percentage of executions (< 5%).

Consultant will be responsible for supporting the MVCI IR service levels with the MVCI business

users. Service Levels include:

24x7 on-call support

One-hour response to calls from the help desk

Duty phone will be shared across the production support team, anticipated to be held by

each production support team member for one week a month

The hourly (not business hours) timeframe for SCR resolution, meaning Consultant work

is completed and SCR is ready for User Acceptance Testing and/or QM Testing, is as

follows:

o 24 hour for critical

o 48 hours for high

o 120 hours for medium

o 240 hours for lows

Riptide’s Approach Our proven process helps Riptide guarantee a successful project outcome. During the course of

a Salesforce project, we will be employing a five-step process, wherein the entire scope of the

project—from preliminary planning to post-project support—will take place. Our experience has

shown that keeping our clients and project stakeholders "in the loop" is the most efficient way to

run a project, which is why we have adopted an "agile" project management methodology. What

that means for you is:

Complete awareness of your project’s status at all times

Increased input and ability to make changes mid-stream

Faster overall delivery of your project

Project Methodology

Riptide’s project engagement methodology provides our customers with a transparent, flexible

and agile project process that delivers results. Our proven process gives our customers the fine-

grained control of project priorities, deliverables, and budget ensuring complete customer

satisfaction

Discovery: Planning & Business Process Review (BPR) – The initial project discovery

process that consists of the following activities: technology and system assessment, functional

requirements, application workflows and business processes, integration points, and data

volumes. In addition, project and engagement planning consisting of: operational priorities,

resource planning, stories & tasks, phases, sprints, release, schedule and deliverables.

Execute: Development & Implementation – The execution of the project plan with

implementation and development within an agile delivery methodology. Typically, in most projects

this is done over a series of 1-2 week sprints broken down in phases.

Verify: Testing & QA - High quality is very important to the success of any project. Here we focus on all the validation and verification of all the project deliverables. This happens in the following forms: end user (application), regression, integration, unit, data validation types of testing.

Release: Deployment & Rollout - This is the rollout or deployment activity to release the system

into the next stage of the project lifecycle. Typically, the project lifecycle states are: Development,

Test, UAT, and Production environments.

Business Process Review (BPR)

Riptide’s Business Process Review (BPR) is a structured approach of identifying and

understanding the critical business requirements, processes and workflows. Once the BPR is

concluded, the Riptide team will detail the success factors you’ll need to get the optimum

performance from your Salesforce/Remedyforce project, which includes a full project plan and

timeline.

For Catalina, Riptide also expects to conduct a further deep dive analysis of the system

requirements and further analysis of the existing application source code.

Technical Assessment

Riptide’s System integration and technical assessment will be required to conduct a detailed

technical analysis of all custom development or third-party systems that may be required for

development or integration of the Salesforce/Remedyforce project. During this technical

assessment Riptide will include the review of all architecture, design, system workflows, data

SLA, message volume, third-party system API review, security & authentication, data warehouse

& storage. Riptide follows integration best practices for enterprise integration patterns and will

design for a flexible and modern service oriented architectures (SOA). All of the system

integration design and architectural diagrams and recommendations will be included within the

Solution Blueprint deliverable as defined below.

Solution Blueprint

Riptide’s Solution Blueprint is very similar to an architect's blueprint. When you contract an

architect to design a home for your family, you want a knowledgeable professional who can lay

out every last detail of your home to ensure not only lasting safety and durability, but also a

comfortable and beautiful living space you can be happy with for years to come. The same is true

for your Salesforce/Remedyforce implementation or customization.

Your Custom Solution Blueprint

Building on the analogy of the custom home, we know that the requirements for your home would

likely differ greatly from those of your neighbor's. Some may want three bedrooms and a pool,

while others may need five bedrooms and a 3-car garage. So at Riptide, we created the Solution

Blueprint—wherein we examine your business and its unique requirements and develop a plan,

or blueprint, customized to suit your business needs.

The Solution Blueprint is comprised of ideas and suggestions we feel would most benefit your

company, but ultimately, you, our customer, make the final decision.

The Solution Blueprint gives you control over your project and allows us to implement the solution

you envisioned. With our Solution Blueprint, you receive:

Transparency – Complete insight into your Salesforce/Remedyforce project is always

available

Reliability – You'll get a team of experts who are Salesforce/Remedyforce certified

Elegance – We design architect-simple solutions that lay the foundation for future growth

Recommendations – We create solutions to improve your business processes based on

industry best practices, and our own vast experience

Options – Choose the options for your Salesforce/Remedyforce project, whether you

want the whole package or just bits and pieces

Usability – Turn your Salesforce/Remedyforce instance into a well-oiled machine where

information is easy to find, add, and send—and with fewer clicks

Centralization – We can help you discover how Salesforce/Remedyforce can be utilized

as your one-stop-shop for all your business needs

Agile Project Implementation

Once the planning for your project is finalized through the BPR and Solution Blueprint. Riptide

can begin the actual implementation and development of your Salesforce project. To give you a

little background about the way we conduct all of our Salesforce projects, we would like to

introduce you to Riptide's Agile Development Method.

Agile Implementation Is Good for Business

When we first started implementing Salesforce systems for clients, we found that many clients

often didn’t remember everything they originally wanted in their project once it was complete, and

thus had no real way of measuring its success. So we began implementing an agile methodology

for project development, and almost immediately, our clients indicated higher satisfaction results

and greater project success. But we didn't stop there. We kept improving our strategies, honed

our project management capabilities, and ultimately came away with a proven method of project

development that has helped hundreds of our clients feel completely satisfied with the end results

of their project.

Riptide's Agile Implementation enables us to keep things simple, gives us the opportunity to test

often, and allows us to get feedback from our clients frequently. And more important, our method

gives our clients the flexibility to add to or change the scope of the project at any time without

losing focus on the bigger mission—that of actually completing your Salesforce/Remedyforce

project on time and within budget.

How You Benefit from the Agile Implementation

Measurable Objectives – Your Salesforce/Remedyforce project comes complete with a

set of measurable objectives—set by you during your BPR process—that we will use as

guidelines when developing your project to ensure all your success criteria are met.

Increased Communication – Active user involvement is crucial to a job well done, and

that's why we're here—to deliver a top-quality Salesforce/Remedyforce project to your

company—and your input is key during that process. Any questions, concerns, and even

changes are welcomed. The sooner we know, the sooner we can fix it, and the happier

you'll be when the project is finished.

Incremental Releases – Instead of delivering your project in one giant lump in the

typically problematic one-and-done scenario, we have discovered that smaller, more

granular pieces are easier to manage. With incremental deliveries, you get the

opportunity to modify the project as it grows, ensuring each piece of the puzzle fits

perfectly with your organization.

Ongoing User Testing – Throughout the lifecycle of your project, you will be able to test,

and retest your project as many times as you like, making certain that your project is

working exactly as you want it to right down to the very last click.

Invaluable Project Resources – From the start, you are given a team of resources to help

you during the life of your project including a Project Manager, a Salesforce and

Remedyforce Consultant and, if necessary, a Software Developer—each highly trained

and ready to assist in any way they can to make the development process go as

smoothly as possible.

Detailed Work Schedule – We will provide you a detailed schedule consisting of project

timelines and deliverables so you know when to expect each item.

Helpful Recommendations – Not only do you receive a thorough set of options in your

Solution Blueprint outlining the features your project will need to be completed, you will

also receive a list of valuable recommendations that can help your business run more

efficiently.

Flexibility – Being able to roll with the punches is imperative to the success of any

project, and at Riptide, we are experts in our field—meaning that no matter what new

obstacle we may be faced with, we can overcome it and move on to the next hurdle—no

questions asked. Agility is flexibility, and we perform for you.

Engagement Management

Your project will be assigned to an Engagement Manager who will act as the primary liaison

between Catalina and Riptide. The Engagement Manager will coordinate, schedule and oversee

the services for which you have contracted. This will assure a smooth, prompt and successful

project implementation. The Engagement Manager will communicate the status of each project

step, budget and overall timeline, as well as maintain a list of outstanding project tasks. If

appropriate, the Engagement Manager will communicate items for management attention and the

status of key milestones. The Engagement Manager will also provide guidance to address

change management issues and user acceptance, as well as maintaining an ongoing channel of

communication between you and Riptide.

Warranties

Riptide does not warranty commercial off the shelf software packages as the 3rd party software

vendor provides support for direct application needs. Riptide does offer a 30 day warranty on

work performed for the integration and implementation of the software into the client’s

infrastructure. The warranty will provide dedicated resources on our team to assist your

organization with any potential issues related to the integration work provided by Riptide.

Financial Cost Model

Project Cost Model

This project cost is based off the RFP as well as the Q&A information provided by the Catalina

team.

Cost of Software: Provided by Catalina Marketing (No software costs)

Cost of Hardware: Provided by Catalina Marketing (No Hardware costs)

Phase 1:Discovery: Planning & Business Process Review (BPR): Add Configuration Dashboard, Configuration Management UI, CMDB interfacing to CMS. For each of these modules, inputs, outputs, templates, CI’s, relationships, attributes, dashboard, metrics, etc defined and mapped.

Riptide estimates that Phase 1, the requirements analysis (BPR) and solution architecture and

design (Solution Blueprint) will take 2.5 to 3 months complete. We estimate that project team of 2

full time resources and 1 part time resource for a total of 1000 - 1200 man-hours.

Remedyforce Implementation (Phases 2 – 4):

The Level of Effort (LOE) for phases 2 through 4 is estimated to require between 5.5 to 6 months.

We estimate that project team of approximately 4 to 5 resources for a total of 3240-4320 man-

hours. Phase 2: Execute, Verify & Rollout: Development & Implementation, Testing & QA and Rollout: CATALINA CI’ integrated into Phase 1 systems Phase 3: Execute, Verify & Rollout: Development & Implementation, Testing & QA: CATALINA CM Current State Phased out Phase 4: Execute, Verify & Rollout: Development & Implementation, Testing & QA: Riptide to transfer Current CMDB Data

Consultation Rate Card:

Resource Role Hourly Rate

Engagement Manager $125

Technical Architect $135

Senior Remedyforce Consultant $135


Integration Costs: Covered in the 5.5 to 6 month implementation timeframe.

Catalina Personnel Requirements: Project owner CMDB engineer, technical architect, systems

administration, saleforce and remedyforce developer for training and quality assurance support.

Training Time and Materials:

Implementation Timeline: Estimated to begin implementation upon completion of BPR and

Solution BluePrint approved by client. Implementation period will last between 5.5 to 6 months.

Services/Repairs: Covered in the warranty section of this proposal

Estimated Total Project Costs:

Senior Salesforce Developer $135

Phase 1: Business Process Review (BPR) & Solution Blueprint

Design

$133,000 - $159,000

Phase 2-4: Remedyforce Implementation, Testing, QA $695,200 - $758,400

Total Estimated Professional Services Costs $828,200 - $912,400


Cataline RFP 06192015 - LinkedIn

Documents

Transcript of Cataline RFP 06192015 - LinkedIn