SAMPLE CRM System - RFI / RFP Requirements Checklist. · XLS file · Web view2017-01-05 · 7. Sales 6. Marketing Table of Contents Instructions Table of Contents SAMPLE Contact

Axia Checklist - CRM System Sample Instructions Page: 1

CRM System (corporate version) - RFI / RFP Requirements Checklist

Sample of revised version (v4.01) published April 2010Published by Axia Consulting Ltd, Spiere House, 17 New Road Avenue, Chatham, Kent ME4 6BA, United Kingdom.Web: www.axia-consulting.co.uk Email: [email protected] © Axia Consulting Ltd 2010. All rights reserved.

This version of the 'CRM System RFI/RFP Requirements Checklist' has been superceded.For information about the latest version and to download a free sample, click the link below:

INSTRUCTIONS

1. Instructions for worksheets

Revised 2010 Version (v4.01) SAMPLE

This sample Checklist may be used for internal company purposes only. Reproducing, publishing or redistributing this sample Checklist is prohibited. Axia Consulting Ltd gives no warranty (either expressed or implied) in relation to the quality, accuracy, performance and fitness for purpose of this sample Checklist. Axia Consulting Ltd will not be liable for any loss or damage (whether directly or indirectly suffered), or any consequential loss arising from the use of this sample Checklist.

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This worksheet contains Instructions. Click the tabs at the bottom of the screen to access the Table of Contents and sample worksheets

This Checklist may be used in multiple software system selection tasks, including: system requirements specification, RFI / RFP creation, vendor response to RFI / RFP, evaluation and scoring of vendor response. Please refer to the appropriate instructions below.



- 3: an essential future requirement, without which the business would suffer- 2: a desirable future requirement which would improve business performance- 1: a nice (to have) future requirement which may be useful if included- 0: not required (suggest delete 'not required' criteria to tidy up the requirements specification)

- 3: requirement exceeded- 2: requirement fully met- 1: requirement partially met- 0: requirement not met

- the version number which supports the required function- whether minor modifications (eg screen / layout changes) or major modifications (eg source code, interface routines) are required- if not available within the current software, whether it will be included within a future release and if so the release number / due date - whether the required function is available using a 3rd party software or is simply not available

Worksheet 1 (Business Analysis) requires a brainstorming approach to define the problems of your current system and outline your vision of the new system. The responses in this worksheet form the basis for the subsequent worksheets.

Worksheets 2 - 14 have multiple columns to complete:

Column A (Ref) - functional criteria reference. Leave the reference numbers as they are or amend as required.

Column B (Functional Requirements) - review, amend, add to or delete as required, to tailor to your specific requirements.

Column C (Cu) - to note the function is currently used. The default is N(o). Change to Y(es) as appropriate.

Column D (Wt) - for importance weighting of a future requirement. An easy-to-use numerical weighting range is listed below, but other wider ranges can be used. The default is 0 (zero). Change as appropriate.

- 4: a future requirement so vital, that if it is not available within the new software, then the software would automatically be excluded from the selection process (suggest use sparingly)

Column E (Sc) - for scoring the vendor response. An easy-to-use numerical scoring range is listed below, but other wider ranges can be used. The default is 0 (zero). Change as appropriate.

Column F (WS) - for weighted score. Automatically calculated (Wt x Sc = WS). The results can be used to compare different software / vendor solutions and how well they meet your requirements.

Column G (Vendor Response) - for software vendors to fill in stating how their software meets your requirements. Information you are likely to need from a vendor includes:


All worksheets are completely flexible. Rows and columns may be resized. Data may be amended. Worksheets may be added or deleted.

2. Instructions for System Requirements Specification

Work the way that suits you - either on screen, on paper, or a mix of both.

Once all the relevant worksheets and sections have been completed, review and amend as required.

3. Instructions for RFI / RFP creation

- covering letter- your objectives for changing your systems- organisation background details- key selection steps and dates

All calculated figures are in coloured in orange, to assist easy recognition, however, the colour may be changed as desired. The worksheets use simple Excel calculations (addition, multiplication etc) to calculate weighted scores, sub totals and totals. No macros are used. Calculations may be altered as required. After changes have been made to the worksheets, it is recommended that the calculations are checked.

Worksheet 15 is a summary of module / vendor scores and weighted scores.

For optimum results, first complete worksheets 1 (Business Analysis) and 2 (CRM System Overview) to provide your outline system requirements. Then complete the detailed module worksheets 3 to 14 (omitting any which are not relevant) to provide your detailed CRM system requirements.

Take the opportunity to reconsider your current business processes and where these can, or need to be improved. Consider the technology improvements you want from a new system. And consult with the present system users to ensure that all the relevant issues are identified.

Note the functions you currently use (in the Cu column) and then assess your future requirements and their importance / weighting (in the Wt column). Should you have additional requirements, which are not listed, add these in and list their importance. Amend or delete any items as necessary.

The Checklist has been designed to print on single sheets of A4 size paper - for ease of printing. To print, select File > Print and choose Active Sheet (to print individual worksheet) or Entire Workbook (to print all worksheets).

Take the completed system requirements specification - either outline (for RFI ie from worksheets 1 and 2) or detail (for RFP ie from worksheets 3 to 14) and add the following as required eg


- an outline of how the RFI responses will be evaluated- how you would like the vendors to respond- information requested from vendors

4. Instructions for software vendor response to RFI / RFP

Vendors to use Column G to respond to your software system requirements.

5. Instructions for evaluating and scoring software vendor response

Use scores and weighted scores to compare the results of different software / vendor solutions.

Further information about RFP scoring guidelines, rating criteria for RFP's and other software selection resources may be found at:

For information about the latest 'CRM Software RFI/RFP Template'and to download a free sample, click the link below:

Evaluate the vendor response for each functional criteria. Input a score (as suggested above) and let the Checklist automatically calculate 'weighted scores'.

http://www.axia-consulting.co.uk/html/resources.html


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Axia Checklist - CRM System Sample Table of Contents Page: 5

(* worksheet excluded from this sample)

(** worksheet included within this sample)

Worksheet Section Worksheets / Contents Number of criteria

This version of the 'CRM System RFI/RFPRequirements Checklist' has been superceded.

For information about the latest version andto download a free sample, click the link below:

1 Business Analysis* 105 criteria included within this worksheet

1.1 Business sector1.2 Location analysis1.3 Employee analysis1.4 Number of system users1.5 Present CRM system1.6 Future CRM system 1.7 Outline budget for future CRM system

2 Overview - CRM System Functions* 240 criteria included within this worksheet

2.1 Common functional requirements 2.2 System wide functions2.3 Advanced analytics and business intelligence2.4 Market research2.5 Marketing2.6 Sales2.7 Sales order processing and invoicing2.8 Customer support2.9 Field and service management

Table of Contents SAMPLE





2.10 Contact centre2.11 Systems operations2.12 Technology2.13 Software system support

Detailed Functionality: System Wide

3 System Wide Functions* 332 criteria included within this worksheet

3.1 System / software quality accreditations 3.2 Internet / intranet 3.3 ESS (employee self service)3.4 MSS (manager self service)3.5 Employee portal3.6 Workflow3.7 Alerts3.8 DIP (document image processing)3.9 Euro / European Monetary Union3.10 Multi company, currency and lingual capability3.11 Windows3.12 Enquiry3.13 SMS / text messaging3.14 Reporting3.15 e-reporting3.16 e-documentation and forms3.17 Links to other systems

4 Advanced Analytics and Business Intelligence* 239 criteria included within this worksheet

4.1 Analytical system4.2 Self-service4.3 Dashboards4.4 Analysis4.5 Scorecards4.6 Forecasts



4.7 Data warehouse4.8 Data mining4.9 Combined business intelligence and analytics4.10 Integrated links4.11 Statistics and volumes

Detailed CRM System Functionality

5 Market Research* 109 criteria included within this worksheet

5.1 Market research management5.2 Market research information5.3 Questionnaires / surveys5.4 Web based questionnaires / surveys5.5 Competitor tracking5.6 Market research analytics and reports5.7 Integrated links5.8 Statistics and volumes

6 Marketing** 287 criteria included within this worksheet

6.1 Campaign management6.2 Marketing campaign planning6.3 Campaign list generation6.4 Personalised campaigns6.5 Campaign execution6.6 Best practices6.7 Campaign project and task management6.8 Email marketing6.9 Email marketing process6.10 E-marketing6.11 Telemarketing6.12 Direct mail marketing6.13 Event marketing6.14 Trade promotion marketing



6.15 Budget and revenue tracking6.16 Campaign response tracking6.17 Marketing analytics6.18 Campaign analysis6.19 Customer analysis6.20 Product and service analysis6.21 Integrated links6.22 Statistics and volumes

7 Sales** 501 criteria included within this worksheet

7.1 Sales strategies7.2 Territory management7.3 Account configuration7.4 Contact information7.5 Updating contact information7.6 Sales process and contact management automation7.7 MS Outlook integration7.8 Prospecting7.9 Telesales7.10 CTI (computer telephony integration)7.11 Opportunity management7.12 Pipeline management7.13 Lead management and routing7.14 Activity management7.15 Team selling7.16 Website sales7.17 Mobile / field sales7.18 Partner management7.19 Automated sales alerts7.20 Forecasting and business planning7.21 Multimedia reference library7.22 Content management7.23 Literature / information requests7.24 Sales incentives and commissions7.25 Sales process scripts



7.26 Sales analytics7.27 Reports 7.28 Integrated links7.29 Statistics and volumes

8 Sales Order Processing and Invoicing* 469 criteria included within this worksheet

8.1 System set up8.2 Proposal management8.3 Quotation management8.4 Prices8.5 Cross-selling and up-selling8.6 Contracts8.7 Order processing8.8 Sales daybooks8.9 Fulfilling orders8.10 Product configuration8.11 Delivery8.12 Invoicing8.13 Customer portal8.14 Integration with website / shopping carts8.15 Customer self service / sales orders8.16 Sales order data exported to e-commerce website8.17 Website product catalogue8.18 Sales order data imported from e-commerce website8.19 e-commerce payments8.20 Cash sales and trade counter8.21 Customer returns / RMA (Return Merchandise Authorisation)8.22 Sales order documentation8.23 Analytics and reports8.24 Integrated links8.25 Statistics and volumes

9 Customer Support** 196 criteria included within this worksheet

9.1 Account and contact management



9.2 Support management9.3 Ticket management9.4 Escalation9.5 Product returns9.6 Defect tracking9.7 Quality and change requests9.8 Product tracking9.9 Knowledgebase9.10 Knowledgebase of common product / defect problems and solutions9.11 Knowledgebase of common procedural problems and solutions9.12 Fast search (to assist problem resolution)9.13 Problem / issue capture via web forms9.14 Support portal9.15 Customer support alerts9.16 Customer support analytics and reports9.17 Integrated links9.18 Statistics and volumes

10 Field and Service Management* 207 criteria included within this worksheet

10.1 Mobile field support access10.2 Warranty management10.3 Service management 10.4 Service call logging 10.5 Schedule optimisation10.6 Despatch service requests / engineers10.7 Problem resolution and solution management10.8 Call progressing10.9 Escalation 10.10 Preventative maintenance10.11 Service parts management10.12 Mobile parts management10.13 Returns and parts order10.14 Repair management10.15 Shipping and receiving (of parts and repair items)10.16 Service analytics and reports



10.17 Integrated links10.18 Statistics and volumes

11 Contact Centre* 117 criteria included within this worksheet

11.1 Multi-channel, multi-role contact centres11.2 Information management11.3 Communication11.4 CTI (computer telephony integration)11.5 Email response management11.6 Customer self-service11.7 Analytics and reports11.8 Integrated links11.9 Statistics and volumes

Operations, Technology and Support

12 Systems Operations* 184 criteria included within this worksheet

12.1 System reliability12.2 Operational efficiency12.3 System performance12.4 User productivity assistance12.5 Data processing and systems control12.6 Data volumes and quality12.7 Security12.8 Backup and recovery

13 Technology Requirements* 250 criteria included within this worksheet

13.1 Application software13.2 Databases13.3 Database administration and monitoring tools13.4 Operating systems - mainframes13.5 Operating systems - servers



13.6 Operating systems - clients (PC's / Mac's)13.7 XML13.8 XBRL (eXtensible Business Reporting Language)13.9 Operating systems - networks13.10 Network types13.11 Network configuration13.12 Cloud services: SaaS (Software as a Service)13.13 ASP (Application Service Provider) / Hosted13.14 Internet access13.15 Internet hosting13.16 Hardware platforms - mainframe / mid range / server13.17 Hardware platforms - workstation / client13.18 Hardware - wireless / portable devices13.19 Hardware - other requirements

14 Software / System Support* 119 criteria included within this worksheet

14.1 Sources of support 14.2 Vendor quality accreditations14.3 Vendor / support organisation expertise and reputation14.4 Implementation assistance14.5 Training14.6 Maintenance and support

Summary Scores

15 Summary of Module / Vendor Scores*

Total of 3355 criteria included within this Checklist






Axia Checklist - CRM System Sample 6. Marketing Page: 14

6

Ref. Marketing Requirements Cu Wt Sc WS Vendor Response



Summary

6.1 Campaign management 0 06.2 Marketing campaign planning 0 06.3 Campaign list generation 0 06.4 Personalised campaigns 0 06.5 Campaign execution 0 06.6 Best practices 0 06.7 Campaign project and task management 0 06.8 Email marketing 0 06.9 Email marketing process 0 06.10 E-marketing 0 06.11 Telemarketing 0 06.12 Direct mail marketing 0 06.13 Event marketing 0 06.14 Trade promotion marketing 0 06.15 Budget and revenue tracking 0 06.16 Campaign response tracking 0 06.17 Marketing analytics 0 06.18 Campaign analysis 0 0

Marketing SAMPLE





6.19 Customer analysis 0 06.20 Product and service analysis 0 06.21 Integrated links 0 0

Sub total 0 0

6.22 Statistics and volumes

6.1 Campaign management

6.1.1 Coordinate multiple marketing campaigns N 0 0 0

6.1.2 Single centralised database for all marketing, sales and customer support information N 0 0 06.1.3 Coordinated multi-channel marketing programs N 0 0 0

6.1.4 N 0 0 06.1.5 Integrated workflow and collaboration for campaign approval and execution N 0 0 0

plus 6 more criteria included within this section

6.2 Marketing campaign planning21 criteria included within this section

6.3 Campaign list generation7 criteria included within this section

6.4 Personalised campaigns3 criteria included within this section

6.5 Campaign execution9 criteria included within this section

6.6 Best practices20 criteria included within this section

6.7 Campaign project and task management

Support multiple sales channels eg telephone, direct mail, internet, email, social media, direct sales, partner networks



8 criteria included within this section

6.8 Email marketing7 criteria included within this section

6.9 Email marketing process35 criteria included within this section

6.10 E-marketing16 criteria included within this section

6.11 Telemarketing26 criteria included within this section

6.12 Direct mail marketing13 criteria included within this section

6.13 Event marketing

6.13.1 N 0 0 06.13.2 Manage the whole marketing process for the event eg N 0 0 06.13.2.1 - event plans, activities, tasks and budgets N 0 0 06.13.2.2 - partnerships and vendors N 0 0 06.13.2.3 - venue management N 0 0 06.13.2.4 - registration N 0 0 06.13.2.5 - configurable, event website for online registration / payment N 0 0 06.13.2.6 - onsite management N 0 0 06.13.2.7 - automatic distribution of sales opportunities to the appropriate sales channel N 0 0 06.13.2.8 - post event analysis of results N 0 0 06.13.3 Invitation campaign integrated with Marketing system eg to: N 0 0 06.13.3.1 - design, create and undertake targeted invitation campaigns N 0 0 06.13.3.2 - provide one-click access to online registration from email invitations N 0 0 06.13.3.3 - automatically schedule and send reminder emails N 0 0 0

6.14 Trade promotion marketing

Plan and support multiple marketing events such as seminars, trade shows, conferences, product demonstrations



6.14.1 Facilitate trade promotions N 0 0 06.14.2 Support strategic and tactical marketing N 0 0 06.14.3 Manage account planning, sales volume planning N 0 0 06.14.4 Manage promotion plans to consumers (indirect customers) N 0 0 06.14.5 Analyse plans and promotion simulations N 0 0 06.14.6 Manage promotional agreements and guidelines N 0 0 06.14.7 Manage sales promotion tactics eg features, displays, temporary price reductions N 0 0 0

6.14.8 N 0 0 06.14.9 Store merchandising management eg store visits, store analysis and comparison N 0 0 06.14.10 Field management including surveys N 0 0 06.14.11 Trade funds management eg using and monitoring trade funds, trade expenses N 0 0 0

6.14.12 N 0 0 0

6.15 Budget and revenue tracking

6.15.1 N 0 0 06.15.2 Manage total campaign budget N 0 0 06.15.3 Allocate budget to tasks and / or external suppliers N 0 0 06.15.4 Track all components of marketing budget N 0 0 06.15.5 Compare actuals with budgets - costs, revenues, profits / losses N 0 0 06.15.6 Track forecasts versus actuals, budgets, by task or component within a campaign N 0 0 06.15.7 Evaluate potential revenue by campaign or by target group N 0 0 06.15.8 View revenue real-time (as sales linked to a campaign are updated) N 0 0 0

6.16 Campaign response tracking

6.16.1 Automatically track campaigns results N 0 0 0

6.16.2 N 0 0 06.16.3 View campaign details real-time N 0 0 0

6.16.4 N 0 0 0

Support sales activities between manufacturers, resellers / retailers and consumers eg planning, maintenance, tracking, settlement and evaluation

Trade claims management eg claim validation, payments, deductions, contract disputes

View and update campaign financials eg budget cost, revenue, profit / loss and phase over a user defined time period

Automatic update of data / campaign metrics real-time eg responses, sales volumes, revenues, profit / loss

Real-time analysis to enable marketing staff to adjust campaigns, whilst campaigns are ongoing



6.16.5 Automatic calculation of response ratio and sales revenue generated by campaign N 0 0 06.16.6 Add or edit campaign information or responses N 0 0 0

6.16.7 N 0 0 06.16.8 Track campaigns and / or responses by lead source N 0 0 0

6.16.9 N 0 0 0

6.17 Marketing analytics 23 criteria included within this section

6.18 Campaign analysis9 criteria included within this section

6.19 Customer analysis 17 criteria included within this section

6.20 Product and service analysis 14 criteria included within this section

6.21 Integrated links, with:5 criteria included within this section

Sub total 0 0

6.22 Statistics and volumes10 statistics included within this section


Automatic summarisation of individual opportunity level data into management summaries

Track responses as they are added to the CRM system eg as new customers are added to the database or dates existing customers respond to call-to-action



Axia Checklist - CRM System Sample 7. Sales Page: 19

7

Ref. Sales Requirements Cu Wt Sc WS Vendor Response



Summary

7.1 Sales strategies 0 07.2 Territory management 0 07.3 Account configuration 0 07.4 Contact information 0 07.5 Updating contact information 0 07.6 Sales process and contact management automation 0 07.7 MS Outlook integration 0 07.8 Prospecting 0 07.9 Telesales 0 07.10 CTI (computer telephony integration) 0 07.11 Opportunity management 0 07.12 Pipeline management 0 07.13 Lead management and routing 0 07.14 Activity management 0 07.15 Team selling 0 07.16 Website sales 0 07.17 Mobile / field sales 0 07.18 Partner management 0 0

Sales SAMPLE





7.19 Automated sales alerts 0 07.20 Forecasting and business planning 0 07.21 Multimedia reference library 0 07.22 Content management 0 07.23 Literature / information requests 0 07.24 Sales incentives and commissions 0 07.25 Sales process scripts 0 07.26 Sales analytics 0 07.27 Reports 0 07.28 Integrated links 0 0

Sub total 0 0


7.1 Sales strategies5 criteria included within this section

7.2 Territory management

7.2.1 Multiple territory schemes N 0 0 07.2.2 Multiple hierarchical levels in a territory N 0 0 0

7.2.3 Define sales territories eg based on size, geography, revenue, product lines, products N 0 0 0

7.2.4 N 0 0 0plus 6 more criteria included within this section

7.3 Account configuration13 criteria included within this section

7.4 Contact information11 criteria included within this section

7.5 Updating contact information

Automatically route opportunities, accounts, contacts and tasks to the right territory, sales team, individual staff member, partner firm




7.6 Sales process and contact management automation10 criteria included within this section

7.7 MS Outlook integration34 criteria included within this section

7.8 Prospecting9 criteria included within this section

7.9 Telesales18 criteria included within this section

7.10 CTI (computer telephony integration)5 criteria included within this section

7.11 Opportunity management

7.11.1 Track sales opportunities N 0 0 0

7.11.2 N 0 0 07.11.3 Configurable filters eg to view specified lists of opportunities N 0 0 07.11.4 Search for and group opportunities that match specific criteria N 0 0 07.11.5 Combine or separate - multiple opportunities from the same potential customer N 0 0 07.11.6 Opportunity name, reference number N 0 0 07.11.7 Configurable 'lead qualification' eg good, fair, poor N 0 0 07.11.8 Allocate multiple opportunity priorities N 0 0 07.11.9 SWOT analysis N 0 0 07.11.10 Price simulations N 0 0 0

7.11.11 N 0 0 07.11.12 Assign opportunity to sales rep or sales team N 0 0 0

7.11.13 N 0 0 0

Capture, reference and view sales opportunity information eg opportunity history, customer communications, key decision makers and their interests, customer organisation charts, internal customer relationships, milestones, progress tasks

Configurable 'sales processes' for different sales situations eg with different business units, different products, different sales channels, simple or complex processes

Multiple, configurable sales process steps and stages eg unassigned, qualified suspect, qualified power sponsor



7.11.14 Support a range of sales methodologies N 0 0 0

7.11.15 N 0 0 07.11.16 Opportunity 'data collection' prompts N 0 0 07.11.17 Track dates and sales team reminders N 0 0 07.11.18 Track source of each lead, products / services, competitors involved N 0 0 07.11.19 Link opportunity to competitors (known to be bidding on the same opportunity) N 0 0 07.11.20 Link opportunity to marketing campaign(s) that created lead / opportunity N 0 0 07.11.21 Link documents and files with opportunity(ies) N 0 0 07.11.22 Track probability of close, status of each opportunity N 0 0 07.11.23 Potential sales revenue and profit forecasts N 0 0 0


7.12 Pipeline management

7.12.1 View and monitor sales pipeline and opportunities to a close N 0 0 07.12.2 Predict probability of a successful close N 0 0 07.12.3 Real time update of sales pipeline figures - to enable informed decisions to be made N 0 0 0

7.12.4 N 0 0 07.12.5 Measure sales process effectiveness N 0 0 07.12.6 Identify sales cycle bottlenecks N 0 0 0

7.13 Lead management and routing

7.13.1 Lead capture eg N 0 0 07.13.1.1 - online, from website form, email, enquiries N 0 0 0

7.13.1.2 N 0 0 07.13.1.3 - offline, manually from seminars, trade shows, referrals, cold calls N 0 0 07.13.2 Fast access to new sales leads N 0 0 0

7.13.3 N 0 0 07.13.4 Multiple user defined rules for lead evaluation and prioritisation N 0 0 0

7.13.5 N 0 0 0

Multiple dates eg sale process opened, opportunity qualified, proposition developed, solution presented, estimated close date, days open, actual date sale closed

Identify the top opportunities and specific actions to manage those opportunities to a rapid closure

- offline, from direct mail, purchased lists and use import wizards to load details into the CRM system

Automatically evaluate / qualify / merge new sales leads (to avoid wasting time on poor quality / duplicated leads)

Automatically assign new sales leads entering the system to a sales rep, sales team, or business partner



7.13.6 Email assignment notification N 0 0 0

7.13.7 N 0 0 0

7.13.8 N 0 0 07.13.9 Reply to enquiry with personalised response N 0 0 07.13.10 Access third-party information eg financial details N 0 0 0


7.14 Activity management18 criteria included within this section

7.15 Team selling

7.15.1 N 0 0 07.15.2 Designate team roles eg sales rep, account manager, executive N 0 0 07.15.3 Designate team member responsibilities N 0 0 07.15.4 Link sales team and members to customer / sales transactions N 0 0 07.15.5 Assign and re-assign tasks to selected sales team members N 0 0 07.15.6 Share information across sales teams N 0 0 07.15.7 Configurable sales targets / quotas N 0 0 07.15.8 All sales information to be available to all sales team staff, subject to security N 0 0 0


7.16 Website sales38 criteria included within this section

7.17 Mobile / field sales 14 criteria included within this section

7.18 Partner management63 criteria included within this section

7.1913 criteria included within this section

Automatically update sales leads, responsibilities, territories - when a sales employee leaves or changes jobMultiple user defined rules for lead assignment and routing eg based on geography, territory, employee skills, employee workloads, timing, lead source, product area

Support separate sales teams for large opportunities or accounts (in addition to the default sales teams)

Automated sales alerts (also refer to section 3.7)



7.20 Forecasting and business planning20 criteria included within this section

7.21 Multimedia reference library17 criteria included within this section

7.22 Content management18 criteria included within this section

7.23 Literature / information requests7 criteria included within this section

7.24 Sales incentives and commissions 22 criteria included within this section

7.25 Sales process scripts10 criteria included within this section

7.26 Sales analytics24 criteria included within this section

7.27 Reports32 criteria included within this section


Sub total 0 0

7.29 Statistics and volumes25 statistics included within this section

For information about the latest 'CRM Software RFI/RFP Template'



and to download a free sample, click the link below:



Axia Checklist - CRM System Sample 9. Customer Support Page: 26

9

Ref. Customer Support Requirements Cu Wt Sc WS Vendor Response



Summary

9.1 Account and contact management 0 09.2 Support management 0 09.3 Ticket management 0 09.4 Escalation 0 09.5 Product returns 0 09.6 Defect tracking 0 09.7 Quality and change requests 0 09.8 Product tracking 0 09.9 Knowledgebase 0 09.10 Knowledgebase of common product / defect problems and solutions 0 09.11 Knowledgebase of common procedural problems and solutions 0 09.12 Fast search (to assist problem resolution) 0 09.13 Problem / issue capture via web forms 0 09.14 Support portal 0 09.15 Customer support alerts 0 09.16 Customer support analytics and reports 0 09.17 Integrated links 0 0

Sub total 0 0

Customer Support SAMPLE






9.1 Account and contact management7 criteria included within this section

9.2 Support management

9.2.1 Strategic and tactical service planning N 0 0 09.2.2 Resource / agent planning and management N 0 0 09.2.3 Service administration N 0 0 09.2.4 Support single and multi tiered service operations N 0 0 09.2.5 Manage in-house or external repairs N 0 0 09.2.6 Case management including: N 0 0 09.2.6.1 - receive customer support requests from multiple channels N 0 0 0

9.2.6.2 N 0 0 0

9.2.6.3 N 0 0 0

9.2.6.4 N 0 0 09.2.6.5 - create and monitor service / support plans N 0 0 09.2.6.6 - schedule tasks and delegate actions to others, to resolve requests / issues N 0 0 09.2.6.7 - track the status of customer support requests N 0 0 09.2.6.8 - maintain full case history, previous support issues and customer interactions N 0 0 09.2.7 Facilitate customer support staff collaborating to resolve issues N 0 0 09.2.8 Facilitate global support with: N 0 0 09.2.8.1 - multi lingual capabilities N 0 0 09.2.8.2 - multiple global support locations / centres N 0 0 09.2.8.3 - local and global time zone settings N 0 0 0

9.2.9 N 0 0 0

9.3 Ticket management

- segment support requests based on user defined criteria eg by product categories, customer type, service level, skills required- multiple assignment rules to automatically transfer the issue to the correct support staff- multiple automated processes for resolving issues, for different support situations eg with different product lines, or different service level agreements

Synchronise activities, contacts and calendar information with personal information managers eg Outlook, PDA



9.3.1 Fast ticket creation N 0 0 09.3.2 Create tickets with information from customer phone calls, emails, help forms N 0 0 09.3.3 Unlimited free format text for problem description / nature of the issue N 0 0 09.3.4 User defined problem areas, categories, issues N 0 0 09.3.5 Multiple problem statuses eg assigned, in process, closed N 0 0 09.3.6 Multiple urgency or priority levels eg high, medium, low N 0 0 09.3.7 Flexible queue management N 0 0 09.3.8 Automatic system generated ticket id or reference number N 0 0 0


9.4 Escalation4 criteria included within this section

9.5 Product returns6 criteria included within this section

9.6 Defect tracking16 criteria included within this section

9.7 Quality and change requests10 criteria included within this section

9.8 Product tracking6 criteria included within this section

9.9 Knowledgebase13 criteria included within this section

9.10 Knowledgebase of common product / defect problems and solutions 9 criteria included within this section

9.11 Knowledgebase of common procedural problems and solutions 6 criteria included within this section

9.12 Fast search (to assist problem resolution)




9.13 Problem / issue capture via web forms

9.13.1 Full access (for staff) to customer support module anywhere, anytime, 24/7 N 0 0 09.13.2 Full customer support functionality available over the intranet / internet eg: N 0 0 09.13.2.1 - ticket management, to add new support tickets or update existing tickets N 0 0 09.13.2.2 - access knowledgebase N 0 0 09.13.2.3 - view defects, returns, problems, issues and solutions N 0 0 09.13.3 Facilitate customers submitting comments, queries, forms over the internet N 0 0 09.13.4 Configurable, pre-built web forms for customers to use N 0 0 09.13.5 Automatically transfer completed form details to customer support module N 0 0 09.13.6 Automatically generate ticket id, date / time stamp N 0 0 09.13.7 Multiple auto responder reply messages N 0 0 0

9.14 Support portal 7 criteria included within this section

9.158 criteria included within this section

9.16 Customer support analytics and reports34 criteria included within this section


Sub total 0 09.18 Statistics and volumes

28 statistics included within this section


Customer support alerts (also refer to section 3.7)





Documents

SAMPLE CRM System - RFI / RFP Requirements Checklist. · XLS file · Web view2017-01-05 · 7. Sales 6. Marketing Table of Contents Instructions Table of Contents SAMPLE Contact