capgemini proposal template

We are looking for a CRM System that can address the following. Sales Force AutomationCustomer Service ManagementMarketing AutomationPartner Relationship ManagementMobilityTask Management and AssignmentAutomated ReportingWork Flow AutomationProject Management Our requirement is pretty urgent, we need to start using it by 1 January 2015, if you advise if this is something within your scope.

Open Source CRM Services

22 January 2015

TABLE OF CONTENTS1 Service Overview..............................................................................................................32 Why Capgemini.................................................................................................................33 The Computer Centre ServicesProposition...................................................................43.1 Approach............................................................................................................................5

3.2 Our Microsoft Services.......................................................................................................7

4 Benefits.............................................................................................................................84.1 Summary of Proposition.....................................................................................................9

5 Pricing...............................................................................................................................96 Rightshore®.......................................................................................................................97 Information Assurance..................................................................................................108 Ordering & Invoicing Process.......................................................................................109 Termination Terms.........................................................................................................1010 References......................................................................................................................1011 Trial Service....................................................................................................................1112 Further Information........................................................................................................1113 Additional Information...................................................................................................12

1 Service OverviewAs Tier-One Open Source Systems Integrator, development and implementation experts, Computer Centre Services has a specialised Open Source CRM systems capability covering advisory services, business change, architecture, information management, build, run, hosting and migration. We have proven our Open Source CRM expertise at enterprise scale across a range of sectors, including the Universities in Zimbabwe.

Computer Centre’s Open Source CRM Rapid Development approach offers customers an industrialised capability for the rapid delivery of cost effective CRM solutions. Our ‘configuration before customisation before development’ approach ensures a robust solution built to best and proven practices.

2 Why Computer Centre Services

Computer Centre Services Since 1997, Computer Centre Services has adopted the use of mature open source source technologies in the development and implementation of ICT systems for the University and a varied number of organisations.

Global ExpertiseComputer Centre Services is a recognised leader in all Open Source systems areas. Computer Centre Services has approximately 20 Open Source CRM expetertise across various complex ICT projects with leading organisations.

Quality and Consistency Through RepeatabilityComputer Centre Services uses best in market development tools in conjunction with in-house developed processes and procedures to deliver solutions in an industrialised manner while maintaining a focus on quality. Computer Centre Services is investing in developing tools and accelerators which improve the efficiency, repeatability and consistency of our Open Source implementations across the project lifecycle and enhance and extend the core product capabilities.

A selection of the tools and accelerators which support Centre’s services are:

Open Source Estimation Tool: provides consistent and reliable estimation of Open Source CRM projects;

Open Source Integration Tool: enables integration with CRM using consistent methods driving quality data;

Proven Methodology for Open Source projects: Computer Centre Services has a proven development and delivery methodology based on our experience in the delivery of complex Open Source projects.

3 The Computer Centre Services’ Proposition

Whilst the industry is full of organisations claiming some degree of Open Source CRM capability, the demand for Open Source CRM skills currently far exceeds supply. This is particularly true when one considers suppliers with global implementation experience, an understanding of the related Open Source stack and with the expertise and experience needed to deliver complex projects with confidence. Moreover, there are many organisations with specialist Open Source offers, but few have the same breadth of resources and credentials as Computer Centre Services or the ability to offer a fully managed range of services.

Our Open Source CRM skills span every aspect of what’s required to successfully implement complex CRM solutions across its many facets including:

Enterprise Architects with a comprehensive understanding of how CRMs can assist an organisation deliver against the more holistic strategic goals the platform now facilitates, and who understand the complexities of multiple incumbent environments and the challenges of a complex supplier ecosystem;

Solution Architects with experience of designing, implementing and integrating Open Source CRM solutions at scale and into complex and hybrid ecosystems;

Information Architects who design how information is stored and retrieved to drive maximum business value and can help you realise ROI;

Infrastructure Architects and Build Engineers with experience of planning, designing and implementing large, distributed Open Source CRM topologies;

Developers who can customise and integrate Open Source CRM with other systems;

Support Engineers who have extensive experience in quickly diagnosing and resolving issues;

Functional Consultants with experience in driving out client requirements and maximising the Open Source CRMs;

Testers who understand the product and can strike a balance in testing effort to enable delivery of a quality solution;

This expertise pool spans the full gambit of what is possible with Open Source CRM.

3.1 Approach

Computer Centre’s Open Source CRM delivery approach offers customers an industrialised capability for the rapid delivery of cost effective Open Source CRM based solutions. The “factory” features multiple development centres each potentially with multiple production lines staffed by multiple production teams – each with a standard composition. The use of an “Agile” delivery methodology results in highly-engaged business users, rapid time-to-value and a significant reduction in on-going support costs. Also, through Computer Centre’s Rapid Design and Visualisation Practice, we can provide key advice on design considerations for User Experience/User Interface to ensure visual appeal, drive end user adoption and overall system acceptance.

Distributed delivery of our development services means our clients can benefit from competitive resource costs while maintaining the expertise required to deliver a successful project. Our approach has been developed to support delivery with a high degree of automation and quality.

We can also draw down skills globally in an agile manner based on our international capability. Our investment in staff and our unique training strategies through the Computer Centre Services are renowned in the industry.

Based on extensive experience of enterprise implementations of the product, the diagram below details the key phases and a high level overview of actions at each stage. Throughout this process we collaborate extensively with our clients to ensure the solution reflects your specific needs and expectations.

3.2 Our Open Source Services

Computer Centre’s Open Source CRM services include the following specific offerings.

3.2.1 Open Source CRM road map services: Helping customers get the most from their Open Source CRM investment by prioritizing their business needs against Open Source CRM and ISV features, creating a road map for adoption and maximizing ROI.

3.2.2 Business developed application rationalization: Migrating business developed applications, such as Access databases and Excel spreadsheets to Open Source CRM; centrally supported platform; reduced email attachments; better version control; and improved interactions.

3.2.3 XRM: Using the Open Source CRM development capabilities to deploy interactive and engaging applications that go beyond core CRM functionality.

3.2.4 Open Source CRM outsourcing: Hosted Open Source CRM and application management.

3.2.5 Conference Room Pilot / PoC: Producing a time-boxed, compressed CRM based application to prove business fit or creating a targeted business deployment for limited production use.

3.2.6 Open Source CRM Online: Deploying cloud-based Open Source CRM solutions, or a hybrid on/off premise solutions.

3.2.7 Open Source CRM Integration: Connecting your Open Source CRM implementation to Line of Business or ERP applications such as SAP, Oracle etc.

3.2.8 Open Source CRM based business intelligence (BI): Combining the power of Open Source CRM with SQL Server data analytics and Microsoft Office.

3.2.9 Open Source CRM Risk and Health Assessments: in-depth analysis of your Open Source CRM configurations, custom code, and operational procedures to uncover areas that are potential risks to service stability of that don't align with best practices.

3.2.10 Open Source CRM upgrades: from previous versions of the product to the latest release.

3.2.11 Open Source CRM application support: for the on-going maintenance your solution.

3.2.12 Open Source CRM training and enablement: to derive maximum business benefit from the implementation.

4 BenefitsCentre’s Open Source CRM services enable clients to:

Achieve maximum return on investment and business benefit from their Open Source CRM implementation;

Implement sufficient governance to minimize risk of uncontrollable growth and high maintenance costs;

Promote user adoption of the Open Source CRM platform;

Maximise the power and breadth of the Open Source CRM platform to satisfy a range of functional requirements while minimising maintenance costs;

Rapidly respond to evolving business needs through a scalable Open Source CRM implementation.

4.1 Summary of Proposition

Computer Centre Serviceshas a leading Open Source CRM practice. On successive new versions of the Open Source CRM platform, Computer Centre Serviceshas consistently shown how it can be deployed at scale to meet enterprise needs. Our relationship with Microsoft provides us with access to deep product knowledge, support and the ability to influence future development of versions.

Within such a dynamic and fast-growing part of our business we have new lessons and market experience to bring to our clients. We can combine proven Open Source CRM delivery experience with some of the most recent thinking around solution design and agile development techniques from other clients in both the public and private sectors.

5 PricingPlease refer to individual SFIA Rate Cards for pricing information. Computer Centre Serviceswould also be pleased to discuss any requirements for fixed price proposals based on an agreed scope of work.

6 Rightshore®

A key component of our global talent pool is our extensive Rightshore® network which draws on the knowledge and abilities of over 50,000 domain and sector experts across the world. Computer Centre Serviceshas about 200 Open Source CRM resources across its offices working on complex projects with leading companies in most industry verticals.

Our Rightshore® capability offers:

Flexible global delivery model offering a combination of Front-office and Back-Office delivery options;

Integration of client’s requirements and preference to deliver additional value at a significantly reduced Total Cost of Ownership (TCO);

Leveraging of Capgemini’s capacity, capabilities, cost advantages, and competencies across geographies to achieve customer satisfaction.

Computer Centre ServicesIndia is the global IT hub for Computer Centre Servicesand is our preferred location for the Rightshore® approach.

7 Information AssuranceComputer Centre Serviceshas worked with many clients with stringent information assurance requirements and we can provide services cleared to Impact Level 3 and above. Computer Centre Servicespersonnel can be cleared to SC and DV level as required.

8 Ordering & Invoicing Process[Standard]

9 Termination Terms[Standard]

10 ReferencesComputer Centre Serviceshas a rich history of providing successful Open Source CRM solutions to satisfied clients. Below is a selection of references:

Reference 1: Department for Education (DfE) The Department for Education (DfE) employs more than 4000 staff and leads the work across government to ensure the education, safety, and wellbeing of children, young persons and vulnerable adults. The DfE wanted to merge three separate IT systems for vetting and barring individuals who work with children and vulnerable adults into a single integrated solution. These systems covered:

People working in the schools and education sector;

Regulated child care and voluntary sectors; and

The care of vulnerable adults.

System consolidation was required to achieve a more streamlined and efficient business operation. The DfE required the solution to be reliable, flexible, affordable and ensure accuracy in case management. Open Source CRM was selected as the best solution to achieve these goals.

A Microsoft® Gold Certified Partner, Capgemini, was engaged to deliver the casework management system using Open Source CRM, providing DfE staff with a single view of cases.

Reference 2: Skills Funding AgencyThe UK Government aims to expand apprenticeship programmes to encourage 1 in 5 young people to follow the apprenticeship route by 2020 (compared to just 1 in 15 currently) and ensure that by 2013 all young people will be entitled to an apprenticeship. The Prime Minister announced that a country wide apprenticeship matching service

would be rolled out across England to extend and standardise the range of services provided across the nine Government Office regions.

The Apprenticeship Vacancy Matching Service (AVMS) developed by Capgemini, working closely with the Skills Funding Agency (formerly the Learning and Skills Council), is integral to ensure that the National Apprenticeship Service (NAS) meets its objective of increasing uptake and improving the quality of apprenticeships. Candidates have the ability to search for apprenticeship vacancies in their chosen occupational area, to apply for the vacancies using the on-line application service or the employer’s own application process, and the ability to use a standard application form to submit an application for multiple vacancies. Employers and Training Providers have the opportunity to advertise vacancies to young people and adults interested in becoming apprentices and promote their organisation and the training offered nationally, regionally and locally. NAS are able to provide numbers of those interested in taking up their apprenticeship entitlement by area and sector, to track learners’ and employers’ progress through the system (and so identify where intervention is needed) and to record all apprenticeships and employers offering them.

A Contact Management Strategy was developed to bring together the various elements of the solution to manage the right interactions, through the right channels by the appropriate people. Capgemini, working with its subcontractor 2e2, designed, developed and implemented a lead management solution using Open Source CRM to enable the details of employers who register their interest in offering new apprenticeships to be captured and progressed by the correct central and regional teams.

Developed in Open Source CRM version 4, the first release of the solution went live on time in December 2008, initially for Employers’ interests registered by phone. Timed to coincide with a high profile marketing campaign run by the LSC, a second release of the solution was also delivered on time in February 2009, when Employers’ could also register their interest through the LSC web site.

11 Trial ServiceThere is no free trial service available for this offer.

12 Further InformationFor further information on our Microsoft services, please contact: [email protected]

mailto:[email protected]

13 Additional InformationThe following information is provided for the avoidance of doubt:

the Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information;

Please see above;

which department granted this accreditation or pan-government accreditation;

Not applicable;

the G-Cloud Service is not currently accredited early state and also indicate the target Impact Level (IL) at which you believe the G-Cloud Service is able to hold and process information;

Not applicable;

whether you hold a suitably scoped ISO27001 certificate for this G-Cloud Service;

Computer Centre Servicesholds a valid ISO27001 certificate covering our data centres and some secure offices. Please see supporting documentation;

If this G-Cloud Service is not eligible for accreditation (i.e. IL0 services and most Lot 4 Specialist cloud services that do not include infrastructure, platform, or software) then indicate the Impact Level (IL) for information which you believe the G-Cloud Service may be used to process that information;

Please see above;

On-boarding and Off-boarding processes/scope etc;

Not applicable;

Pricing (including unit prices, volume discounts (if any), data extraction etc.);

Please see above;

Service management details; Where applicable, Computer Centre Serviceswould expect to discuss any Service Management requirements with the client on an individual basis prior to purchase;

Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.); (extraction etc.);

Where applicable, Computer Centre Serviceswould expect to discuss any Service Constraints with the client on an individual basis prior to purchase;

Service Levels (e.g. performance, availability, support hours, severity definitions etc.);

Where applicable, Computer Centre Serviceswould expect to discuss any Service Levels required with the client on an individual basis prior to purchase;

Financial recompense model for not meeting service levels;

Where applicable, Computer Centre Serviceswould expect to discuss any Financial Recompense Models required with the client on an individual basis prior to purchase;

Training; Training is provided only where this is offered as a discrete service;

Ordering and invoicing process; Please see above;Termination terms; Please see above;Data restoration / service migration; Not applicableConsumer responsibilities; Where applicable, Computer Centre

Serviceswould expect to discuss any Consumer Responsibilities with the client on an individual basis prior to purchase;

Technical requirements (service dependencies and detailed technical interfaces, e.g. client side requirements, bandwidth/latency requirements etc.);

Where applicable, Computer Centre Serviceswould expect to discuss any Technical Requirements with the client on an individual basis prior to purchase;

Details of any trial service available; No trial service is available for the services above;

capgemini proposal template

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