iapps consulting fixed scope offering for oracle...
TRANSCRIPT
iApps Consulting
Fixed Scope Offering
For
ORACLE Service Cloud- RightNow
Agenda
⁻ Business Objectives
⁻ Solution Proposal
⁻ Scope (Business Process)
⁻ Scope (Application)
⁻ Implementation Approach \ Methodology
⁻ Project Plan \ Time Frames
⁻ Exclusions
⁻ Assumptions
⁻ Team Structure
⁻ Responsibilities
⁻ Value addition - Offerings
A Technology Company, focused on the next generation of Social, Mobile, Analytics and Cloud based Solutions and Services
Nimble, Adaptive and As-a-Service software solutions with superior Price-Performance ratio are the future of enterprise computing
Value-Led and Transformative solutions for our customers, enabling them for the future
We Believe
We Drive
We Are iApps -
Who are we?
Business Objectives &
ORACLE Service Cloud- RightNow Solution Overview
4
To help reduce time to manage service requests, productivity time and help build efficient & interactive platform to
resolve and improve other critical parameters for better ROI.
To Increase Organizational Performance and provide platform for better End customer engagements and reduce
paper works.
Facilitate dashboard and reports to Management and Agents for Strategic decisions and quick data access.
Configure, Implement, Train and Stabilize for better adoption.
Eliminate the need of multiple systems, manual efforts, bottle necks and redundant steps or process and deliver an
enhanced and efficient system
Business Objective
Customer Experience – Customer Service• RightNow Service Cloud combines Web, Social and Contact center experiences for a unified, cross-channel service
solution in the Oracle Cloud. Combines multichannel, call center, customer self-service, and social customer servicecapabilities so your brand can stand out from the crowd.
• Integrated chat functionality and social customer service capabilities. Personalized customer self-service features
KEY BUSINESS FEATURES, REQUIREMENTS, AND BENEFITS
RightNow Web
• Rich online Customer experience
• Resolve issues from any device
• Increase conversions and lower service costs.
RightNow Social
• Enable brands to manage fully integrated customer experience.
• Learns, share, buy across the social web
RightNow Policy
• Dynamic, precise and personalized experiences
• Manage and deploy complex policies License, permit eligibility, insurance premiums, needs analysis etc..,
RightNow Service
• Great customer experiences across all channels of interaction.
• Lead the way in SaaS delivery, supporting over 2 billion global transactions a day
RightNow Contact
• End-to-End customer journey through unified records, interfaces, and knowledge.
• Even junior agents are able to have efficiency and service excellence.
RightNow Engage
• Closed-loop marketing and integrated analytics, enhances proactive, highly personalized communications.
• Real-time actionable insights to build loyalty and drive revenue.
Business Process & Application Scope Overview
Sample Business ProcessC
ust
om
er
Raise request from web / Live
Chat
Receives the Update
Customer satisfied
Service Agent update & resolve
the Request
Customer gives the Feedback (Survey)
Create a Service Request
• Service request Management
• Source & request details
Manager Review the
Request
Add Contact & request
details from customer
Verify &
gets the instructions
Works as per the
Business Process
Update customer
on the request
Ask
A Q
ue
stio
n
, Liv
e C
hat
A
nsw
ers
in
We
b P
ort
al
On
line
Su
rve
y,
Fee
db
ack,
C
amp
aign
s
Co
mm
un
icat
ion
Em
ail
tem
pla
tes,
sc
rip
ts, g
uid
es
Wo
rkfl
ow
s &
N
oti
fica
tio
n
Serv
ice
Age
nt
De
skto
pCu
sto
me
r Se
rvic
e A
gen
t /
Man
age
r
Implementation Scope
Knowledge
Management
Live Chat
Web -Self ServiceIncident/Email
Management
Supporting Functions Inscope Supporting Functions Inscope Supporting Functions Inscope
Knowledgebase articles
Incident and contact creation
Customer Portal Configuration
Smart Assistant Queue Management Self- Service
Guided assistance SLAs Self Service for Facebook
Standard texts Escalation Management Live Chat Configuration
Analytics and Reporting
Staff and Profiles creation
Common Configuration & Core Supporting FeaturesFeatures Items included
Staff Management 15 Staff AccountsApplication Appearance 4 Workspaces ( 1 per object. For Objects : Incident, Contacts,
Tasks, 1additional object)3 Navigation Sets ( 1 per Profile)5 Customizable Menus (Standard & Custom -including incident queues, severity & status)7 Business Rules and 5 workspace rules
Import Assistance to Import Answers by providing sample templates
Site Configuration 1 instance, 1 interface (US-English Language Pack)(Note: Interfaces are provisioned by hosting)
Internationalization 1 Country/Province setup(Note: creation of country provinces/currency, if not defined in RN already)
Service Level Agreements 1 Response Requirements definition, 1 Service Level AgreementHolidays definition As per customer requirement
Products/Categories/Dispositions 50-Products, 10-Categories, 10-Dispositions
Database Configuration 30 fields across objects (objects as per customer requirement)
Reports 10 Custom Reports
Module Name
Common Configuration
Including:
Incident
Management
Knowledge Management Configuration
Module Name
Knowledgebase
Management
Features Items included
Knowledge baseSetup up to 50 answers to enable customer portalup to 20 Topic Words, up to 10 Stop WordsConfiguration of 1 Guided AssistanceSetting up of Smart AssistantSetting one answer feedback configuration rule
Import Configuration of one propose an answer workflow
Incident/Email Management Configuration
Module Name
Incident/Email
Management
Features Items included
Email Management / Mail Box Configuration
3 Service Mailboxes (customer to provide email settings/hosting details)
• Up to 5 Message templates• Up to 10 standard text• Configuration Settings• Incident Queues creation
Service Level Agreements
1 Response Requirements definitionHolidays definition As per customer requirement1 Service Level Agreement
Web Self Service Management (Customer Portal)
12
Module Name
Web Self Service
Management
in
Customer Portal
Features Items included
Customer Portal Branding & Styling
Apply basic Customer-supplied branding & styling design elements,limited to basic HTML and CSS elements; limited to template-specific styling such as header, footer, global colors,fonts, and logo; testing is limited to RightNow CX desktop web browsers.
Standard Widgets Configure standard widgets provided with RN generated standard portal pages:• Search• Most popular answers• Contact Details• Ask a Question• Self Registration and Login
Knowledgebase Assistance to Import Answers by providing sample templates and mapping files
Live Chat Management ConfigurationModule Name
Live Chat ManagementFeatures Items included
Live Chat Management
Setup
• Up to 2 Chat queue creation
• Chat permissions
• Defining Chat Hours &
• Configuration & Settings
Chat Rules Routing live chats to the respective queue based on the business conditions
Key Deliverables included in scope
List of Deliverables for Each Phase
# Phase Name Deliverable Name Deliverables
1 Inception Project Charter Project Charter; Project Plan
2 Elaboration AN.010 Future-State Business Process Document
3 Transition DO.070 User Guide
4 Transition TE.040 Use Cases (Test Scripts) and Reports
5 Transition DS.030 Application Set-up Documents and Go-Live Sign Off
Implementation Approach & Project Timeline
Onsite/Offshore model - Based on Oracle Unified Methodology (OUM) for Cloud and from our experience of running similar engagements
successfully.
Implementation Methodology/ApproachO
nsite
Off
shore
Kick Off
Define
Business
Process
CRP
Validate/
Sign off
Sign OffUATProduction
Migration
Initiate
Define
Analyze
Dev. incl.
Data
Migration
Configure Unit TestingSystem
TestingSupport
Fix IssuesDefects
Portal
Finalize SOW/
Project Charter
User Manuals Test Scripts
Test
Results
Business Process
Definition Document
Training
Configuration Docs
Stabilization
and Support
3
Implementation approach- Rapid Time to Value
Data is uploaded,
training performed
and the system
goes
LIVE & Support
41
Client is introduced to the product
functionality and asked to provide
information through Questionnaires.
Requirement Document sign off on
High level designiApps performs initial
configuration based on customer
input & Testing
2
Standard processes are
explained and configuration
adjusted iteratively UAT support,
End user training. Go live
preparation
3
Week 1-2
Week 3-5
Week 6-7
Week 8
Assumptions & Exclusions
17
Out Of Scope
Activity Assumptions
•Data migration, extraction & cleansing •
Data extraction from 3rd party system not included in scope of project
•3rd party system Integration •
Not included in scope of current project
•Syndicated widgets and custom widgets. & other web site integration with standard RightNow portal pages
•Customization in Customer Portal not in Scope
•Change Management , Mobility, Social •
Organization change management will be responsibility of customer. Enabling Social & Mobility will not be included in scope.
•Telephony Integration (CTI) •
Installation & Configuration of any CTI / Middleware tools, third party software's
•Single Sign On
•Not included in scope of current project
•Training & Documentation (for Training contact Oracle University)
•User training documentation is not included in scope of current project
•Version Upgrade’s
•Not included in scope of current project
Key Assumptions
1. The standard business flows and product features will serve as the base for the implementation
2. The implementation is based on the Cloud deployment model, hosted by Oracle on SaaS model
3. In the Cloud deployment model, typically two project environments are available – Test Site and a production Site.
4. The scope assumption is for one country and one language (English)
5. The project would be executed in an onsite-offshore model
6. Maximum of 1 business Units will be considered for implementation with above 500 employee strength
7. It is assumed that project stakeholders are available as per project plan
8. Training will be provided using ‘Train the Trainer’ approach, Training is assumed to be one workshop per application for up to 20 attendees
9. All communications, documentations, deliverables would be provided in English language
10. Any change in the scope will follow change control mechanism impacting cost and timelines
11. A timeline of 7 weeks and 1 weeks of Post Go-Live Support is assumed with work products delivered during the timeframe, counting from the time that the RightNow Cloud system is provisioned.
12. The Time Line of 2 weeks assuming RightNow cloud system has been provisioned by Oracle
12. Formation of a Project team empowered for critical decisions.13. A timeline of 8 weeks is assumed to kick start subject to the
availability of Oracle RightNow CX Cloud Service environment.14. The implementation will be based on the cloud deployment
model, hosted at Oracle15. Configuration within the standard system is performed. No
customization or modifications to any non-RightNow web page (i.e. pages that are part of your primary web site) included.
16. Organizational Change Management will be client’s responsibility 17. iApps’s responsibility excludes desktop workstation or internet
network configuration and/or troubleshooting. This includes, but is not limited to internet connectivity, router/switch troubleshooting, DNS issues, TCP/IP configuration, network appliance, web server, remote access client, client VPN, operating systems, Citrix, Terminal Server.
18. Visual assets (logos and graphics), HTML, CSS elements will be provided by customer.
19. Implementation services described in this document are designed for single stage go-live (production environment )
20. Anything not explicitly listed in the scope is deemed to be out of scope and hence not included.
21. Multiple or staged go-lives are outside the scope of these services, and if desired a change order can be discussed.
Team Structure & Responsibilities
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Project Resources
Delivery Head 1. Oversee the overall project and provide necessary inputs to the team in achieving the critical success factors of the project | Keeps a track of the budget and is also responsible for customer satisfaction
Solution Architect 1. Primary point-of-contact; co-leader of all project activities in partnership with your organization's project manager | Leads the weekly Project Status Meeting
2. Leverages and applies project management best practices
3. Manages expectations and issues, and ensures the project is on track to deliver results.
4. Facilitates the Project Results Meeting | Facilitates the Customer Care Transition Meeting.
Oracle RightNow Functional Consultant
1. Understands user issues and translates them into requirements for the technology group
2. Works directly with clients at all levels throughout the organization to help identify and clarify business requirements | Prepares time and cost estimates based on guidance from technical consultants for systems development and implementation.
Testers 1. Test effort estimation of the project | Prepare test strategy and test plan for the project | High level testing of the flow of the Application software | Investigate potential defects and discuss them with developers.
2. Prioritize test requirements and organized test cases accordingly
3. Prepare the end user documentation of the project flow for the User Acceptance Testing
Note : Resources will be deployed on offshore/Onsite model
Team Responsibilities
For the project to be successful Customer must fulfil the following obligations:
1. Order Oracle Service Cloud prior to project start
2. Assign a project manager to lead your staff’s efforts
3. Assign experienced and empowered business and IT users to work closely with iApps consultants according to project plan (some full-time allocation may be necessary at times).
4. Perform certain project tasks according to project plan such as a) provide data in format specified by iApps b) customer side of integration c) end user training
5. Arrange for a project executive sponsor and project steering committee
6. Accept that part of the work performed by iApps Consulting will not be on-site
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Customer Obligations:
For the project to be successful within time & budget, Customer must fulfill the following obligations:
• Provision of Oracle RightNow CX environment prior to project start
• Assign a project manager to lead your staff’s efforts • Assign experienced and empowered business and IT
users to work closely with iApps consultants according to project plan (some full-time allocation may be necessary at times)
• Perform certain project tasks according to project plan such as
• Provide data in format specified by iApps• Create Knowledge Base items• End user training
• Arrange for a project executive sponsor and project steering committee
• Enablement of functionalities has the dependency of RightNow features purchased by customer
Value Addition - Offerings
CTI Integration with Right Now
Field Service Cloud Integrations
Integration with ERP Cloud
Facility Management
Value Addition - Service Offerings
Note: Value Addition/Offering will be out of Fixed Scope Offering
Business Benefits
Low total cost of ownership
Centralized & standardized
solution with industry best
practices
Low risk to ongoing business
operations during the project
Out of the box Business
Flows
Rapid delivery of benefits
Aggressive time frame for
Design & subsequent phases