CRM System Technical Requirements...the CRM system and the increased capacity for reporting and...

CRM System Technical Requirements Requirements Document

Cheshire & Warrington Local Enterprise Partnership

and

Marketing Cheshire

August 2020

1 Contents

2 INTRODUCTION & OVERVIEW ......................................................................................................... 3

2.1 Company Background ............................................................................................................. 3

2.2 Project Background ................................................................................................................. 3

3 Timetable ........................................................................................................................................ 6

4 Scope of Work ................................................................................................................................. 7

4.1 Moving onto newly configured Dynamics platform/instance ................................................ 7

4.2 Increasing Business Process covered by CRM system ............................................................ 8

4.3 Website & Email marketing service integration ..................................................................... 9

4.4 Usability, functionality & user interaction .............................................................................. 9

4.5 Non-Functional Requirements .............................................................................................. 10

4.6 Training ................................................................................................................................. 10

5 Migration Management ................................................................................................................ 11

5.1 Disruption to Services ........................................................................................................... 11

5.2 Data Loss ............................................................................................................................... 11

5.3 Communication ..................................................................................................................... 11

6 Commercial Bid Pricing Summary Sheet ....................................................................................... 12

7 APPENDIX A ................................................................................................................................... 13

2 INTRODUCTION & OVERVIEW

2.1 Company Background

The Cheshire and Warrington Local Enterprise Partnership and Marketing Cheshire share a vision to

make the region the healthiest, most sustainable, inclusive, and fastest growing economy in the UK.

To make this vision a reality we are working in partnership with the public and private sector to lead

economic recovery following the Covid19 crisis.

Marketing Cheshire is a key member of the Local Enterprise Partnership family. Both organisations

engage widely with local businesses and maintain active private sector networks.

C&WLEP has an increased remit in addition to its traditional objectives of policy definition, to that of

being instrumental in delivery of the means to achieve policy ends.

This increased remit has brought new requirements and a growing workload to C&WLEP, with a larger

stakeholder base and the need to service this through collaborative and modern systems and technical

solutions.

2.2 Project Background

Cheshire & Warrington Local Enterprise Partnership (C&WLEP) have an incumbent installation of

Microsoft Dynamics CRM which is being used by some areas of the organisation. There are currently

20 users approx., moving to a potential 60 users depending on current manual business process being

brought into the CRM system.

Historically this has facilitated customer/client contact management and relationship tracking for the

Growth Hub Department within C&WLEP, with some organic design and development to include parts

of other departments customer/client journeys including The Pledge department.

The Dynamics installation has been based around the Sales Module.

This technical requirement annexe document details the current and desired future state of the CRM

system currently used by C&WLEP.

The two primary drivers for this project include the requirement for the Dynamics CRM system to

replace deprecated Microsoft technology, including ‘Transition to Transition to Unified Interface’ and

an increased number of customer/client journeys being recorded within the CRM Dynamics system.

Currently the Dynamics system broadly encompasses:

Records businesses

Records contacts

Records activities

Records some company baseline date, employees, sector, sic, growth commentary, priority,

turnover, investor type, rural, exporter, legal structure, co reg no, changes in turnover and

employees, local authority, address

Records activity to satisfy growth hub management information: prospect, size, industry,

employees, enquiry reason, enquiry source, intervention intensity, outcome, referrals,

business diagnostic, support offers, tracking

Records activity to satisfy the pledge activity: pledges, engagement activity, schools, type of

interactions

Distribution lists

Questionnaire about current CRM usage within 8 departments of C&WLEP

In addition, Appendix A details, the CRM Feature & Stakeholder Journey Mapping sheet.

This document used in the process of defining the scope of this project, outlined generic CRM features

aligned to stakeholders and their journeys.

The C&WLEP CRM Project team and executive identified the current systems capabilities and

stakeholder journeys in orange as being inside the scope of this project and tender.

3 Timetable

Please see timetable in the covering ITT document.

Additional project relevant timings include moving away from the soon to be retired Microsoft

Dynamics CRM technologies as detailed in the below linked Microsoft online documentation, section

3.1 Moving onto reconfigured Dynamics platform.

4 Scope of Work

C&WLEP and wish to engage with a supplier to facilitate the development of the CRM Dynamics

System suitable for the next 3 to 5 years, accepting ongoing development maintenance will be

necessary during the lifecycle of the solution.

C&WLEP will provide a project management resource to assist with the progress of the project,

assisting with co-ordinating C&WLEP staff efforts, facilitating customer project decisions, updates and

reporting, workload timing etc., they will work closely with the nominated project management from

the CRM development company.

4.1 Moving onto newly configured Dynamics platform/instance

The configuration of the current system uses some technologies which Microsoft is retiring this year.

The scope of work including moving away from these technologies to be replaced by the

recommended Microsoft migration path onto supported systems.

Starting with a new CRM Dynamics implementation, with existing and migrated data and re-created

workflow.

The new CRM Dynamics implementation to be used to accept the existing data sets, and the creation

of new workflows resultant from business processes harvested from C&WLEP operational users,

pursuant to the inclusion of all identified stakeholder interactions onto the CRM system.

Our incumbent CRM developers have identified two areas presenting a driver for migration away from

the current system, (i) Dynamics 365 for Outlook (AKA Outlook COM add-in) and (ii) Transition to

Unified Interface.

https://docs.microsoft.com/en-us/power-platform/important-changes-coming

https://docs.microsoft.com/en-gb/powerapps/maker/model-driven-apps/faqs-transition-unified-

interface

4.2 Increasing Business Process covered by CRM system

C&WLEP have identified the need to increase the reach of the CRM system to cover more of the

business process conducted by staff across the organisation.

Some of the finer detail as to the various business processes can be uncovered by performing business

analysis on the operational functions of the organisation.

Specifically, this includes:

Additional fields

Additional users

Additional data capture points

Additional Workflow

Additional reporting capabilities

The above is intended to be facilitated by the capture of all client/customer interactions and touch

points being (i) recorded in; (ii) as a result of CRM system workflow.

Workload current being performed outside of the CRM system will be conducted through the CRM

system.

It is expected that some of the individual staff members workload will come through CRM initiated

tasks, aggregating as much as is relevant from current non-CRM aware business process.

All client/customer interactions are to be recorded by the CRM system, either by user entry or

preferably by virtue of already being within CRM workflow.

Additional fields include:

Show growth in existing business base: floorspace increase, jobs safeguarded, jobs created,

investment plans, finance & funding secured

Supply chain data

Automate processes for account management

Automate processes for marketing

Insights

Trends

Enterprise zone: all businesses in geography, BRD applications, decision & state aid, track

movers in/out, investment plans track jobs, floorspace investment

Set up multiple programmes: manage outputs v targets, manage funding committed, manage

multiple funding streams, manage contracts and infrastructure programmes

Understand business activity on patch

Vat registered businesses

Skills needs

Skills match

Landowners/developers investment schemes

Infrastructure projects

Corporate perspective: MP updates, parliamentary responses

Data entry into some of the above fields might trigger other workflows and actions.

Reporting capabilities are to be increased (not least by the addition of more client/customer data) to

allow for analysis of the larger dataset of an increased amount of customer journeys. In line with

M365 ecosystem capabilities, regular email reports should be readily available to management for

the purposes of analysing various stakeholder journeys as clients/customers process through the

CRM system.

4.3 Website & Email marketing service integration

A 3rd party service ‘Campaign Master’ currently facilitates some of the organisations email marketing,

especially for the various websites. This service will be integrated into the redesigned CRM system.

The CRM will be required to integrate with the LEP’s Enquiry Form web page using the Lead entity.

The mechanism by which this is achieved could include a Plugin or Power Automate (formerly MS

Flow) connection. The fields to be transferred from the web form largely correspond with the standard

fields found within the Lead entity with perhaps a further half dozen new fields required. The LEP will

be using a four to five different Enquiry Forms reflecting the different services provided, with most of

the fields being the same across each web form.

4.4 Usability, functionality & user interaction

Usability of the redesigned Dynamics CRM system is expected to remain similar in user experience to

the current system, owing to the requirement to retain the existing technology vendor, Microsoft, and

thereby continue to utilise the same look and feel requiring existing users of the system to only require

minimal training to accommodate the upgrades and enhancements to functionality as detailed in this

requirements document.

Business process and operational tasks being accommodated by the system should not present

significant upskilling form users of the system, and comfortably fall in line with following individuals

operational tasks, to both ease adoption of the system and shorten any ramp up time for full utilisation

of the CRM system.

The user interfaces should be easy to use, accommodate all desired business processes for inclusion,

and be readily teachable by super users to the wider userbase.

4.5 Non-Functional Requirements

i. Location of cloud data. The CRM Developer will ensure that cloud stored data is physically

retained only within data centres in the EU, and preferably the UK.

ii. Bulk Data import/export with encryption – all data to be encrypted whilst in transit for

facilitating the migration plan and transitions from one service/system to another.

iii. Service Transition should employ best practice processes to ensure minimal downtime

during normal working hours. Some downtime is acceptable and must be defined and

agreed by C&WLEP before any outage windows are approved.

iv. Ongoing service continuity is to be maintained through the use of cloud-based services

and redundancies in the technology stack where appropriate.

v. Archiving and backup/retention strategies are to be advised upon and implemented to

counter for example, service failures, ransomware infiltration and other potential attacks

on the integrity of the data of the system.

vi. Client device configuration. Any client device requiring configuration is to be identified

and deployment can be completed in collaboration with the incumber C&WLEP Managed

Service Provider and their support desk and engineers.

vii. Identification and advisory of right sized CRM Dynamics licensing costs for user licenses.

Based on user functionality, a small number of users are expected to require greater

capabilities than the majority of the user base, and this is to be reflected in the Dynamics

License subscriptions and therefore subscription cost.

4.6 Training

Training is to be provided for any user-based changes to the system, to the extent of a small group of

‘super users’ who will then roll the training out to the larger userbase.

Training is to include new areas of functionality, new business process brought under the purview of

the CRM system and the increased capacity for reporting and analysing CRM record data.

5 Migration Management

Provide a comprehensive migration management plan, addressing the operation needs of the user

base, with special attention to the following:

5.1 Disruption to Services

In the migration of data and changing back end systems which provide services, involvement with

“user group” to identify any at risk processes and time windows.

5.2 Data Loss

Mitigations towards loss of data during processes of cut-over and transition. Including but not limited

to, safe and recoverable copies of the CRM database records.

5.3 Communication

A named contact to be provided by the CRM Development company to C&WLEP, with access to same

within normal business hours, for the duration of the migration of the migration plan.

Periodic and relevant updates and reports on status and progress during the migration plan execution.

6 Commercial Bid Pricing Summary Sheet

Identified budget for this project is circa £20K-£25K

Subject to funding being available, the contract value could increase to provide additional

functionality. If extended a maximum contract value of £50K could be realised.

Please identify any ongoing support & maintenance costs on a separate as required.

Description One-time cost ex VAT

Recurring Variable Cost ex VAT

i. Business Process Analysis to identify operational tasks to be brought under CRM system

[Enter per unit cost]


ii. Reconfiguration development costs to migrate onto supported Dynamics platform



iii. Implementation of additional capabilities of CRM system



iv. Super User Training [Enter per unit cost]


v. Other Costs (please break down)



TOTAL COST LOT A

NB - Indicative pricing – Can provide further detail on separate sheet if required.

7 APPENDIX A CRM Feature & Stakeholder Journey Mapping

Contact Management Interaction Tracking Lead Management Email IntegrationDocument

ManagementQuotes/Proposal

ManagementPipeline Management Workflow Automation Reporting & Analytics Forecasting

Strategy Committee

Local Authorities

LEP Network

BEIS

MC Subscription Customers

Tour Operators

Central Gov MPs & Ministers

Whitehall Officials

Parliamentary groups

Committees & Think Tanks

Commercial Businesses

Strategy Committee

Local Authorities

LEP Network

BEIS


Tour Operators


Whitehall Officials






Tourists (Individuals &

Businesses)

Strategy Committee

Local Authorities

LEP Network

BEIS


Tour Operators


Whitehall Officials




Business Assoc. CBI/IoD etc.

Land owners & Developers

Individuals

National Agencies Highways, UKRI, Arts Council etc.

Dignitaries

Charities

Academic Estbalishments

Board & Sub-committees


Businesses)

Voluntary Sector

Fund Managers (External VC’s)

Funds (E.g. European social

etc.)




Businesses)



Tourists (Individuals & Businesses)




Businesses)

Receive Reporting

Info exchange, influencing &

Policy

Sales Activities

Operational / Fin advice & support



Individuals


Dignitaries

Charities




Businesses)

Voluntary Sector



etc.)



Individuals


Dignitaries

Charities




Businesses)

Voluntary Sector



etc.)







Individuals Individuals

Strategy Committee

Local Authorities

LEP Network

BEIS


Tour Operators


Whitehall Officials






Individuals


Dignitaries

Charities




Businesses)

Voluntary Sector



etc.)






Individuals

Strategy Committee

Local Authorities

LEP Network

BEIS


Tour Operators


Whitehall Officials






Individuals


Dignitaries

Charities




Voluntary Sector



etc.)



Assumptions:Only sales and inbound query stakeholders & journeys are assumed to require sales process features of Lead Management, Document Management, Quotes/Proposal Management, Pipeline Management and Forecasting.

CRM System Technical Requirements...the CRM system and the increased capacity for reporting and...

Documents

Transcript of CRM System Technical Requirements...the CRM system and the increased capacity for reporting and...