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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
Who are we?

We Are iApps -
A Technology Company, focused on the next generation of Social, Mobile, Analytics and Cloud based Solutions
and Services

We Believe
Nimble, Adaptive and As-a-Service software solutions with superior Price-Performance ratio are the future of
enterprise computing

We Drive
Value-Led and Transformative solutions for our customers, enabling them for the future
Business Objectives &
ORACLE Service Cloud- RightNow Solution Overview

4
Business Objective

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


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 service
capabilities 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 RightNow Social RightNow Policy


Rich online Customer Enable brands to manage Dynamic, precise and
experience fully integrated customer personalized experiences
Resolve issues from any experience. Manage and deploy complex
device Learns, share, buy across policies License, permit eligibility,
Increase conversions and the social web insurance premiums, needs
lower service costs. analysis etc..,
RightNow Contact
RightNow Service End-to-End customer RightNow Engage
Great customer experiences journey through unified Closed-loop marketing and
across all channels of records, interfaces, and integrated analytics, enhances
interaction. knowledge. proactive, highly personalized
Lead the way in SaaS delivery, Even junior agents are able communications.
supporting over 2 billion to have efficiency and Real-time actionable insights to
global transactions a day service excellence. build loyalty and drive revenue.
Business Process & Application Scope Overview
Sample Business Process

Ask A Question

Web Portal
Answers in
Customer

, Live Chat
Raise request
Receives Customer
from web / Live
Chat the Update satisfied

Campaigns
Feedback,
Survey,
Online
Customer gives the
Feedback (Survey)
Customer Service Agent / Manager

Communication
Service Agent

scripts, guides
templates,
update & resolve

Email
the Request
Update
customer
on the

Workflows

Notification
Manager
request
Review the

&
Request

Service Agent
Add Contact Verify Service request Works as

Desktop
Create a
& request & Management per the
Service
details from gets the Source & request Business
Request
customer instructions details Process
Implementation Scope

Supporting Functions Inscope Supporting Functions Inscope Supporting Functions Inscope

Knowledgebase Incident and contact Customer Portal


articles creation Configuration
Smart Assistant Queue Management Self- Service

Guided assistance SLAs Self Service for Facebook


Standard texts Escalation Management Live Chat Configuration

Analytics and Staff and Profiles


Reporting creation

Knowledge Incident/Email Live Chat


Management Management Web -Self Service
Common Configuration & Core Supporting Features
Features Items included
Module Name Staff Management 15 Staff Accounts
Application Appearance 4 Workspaces ( 1 per object. For Objects : Incident, Contacts,
Common Configuration Tasks, 1additional object)
3 Navigation Sets ( 1 per Profile)
Including: 5 Customizable Menus (Standard & Custom -including incident
Incident queues, severity & status)
Management 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 Agreement
Holidays 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
Knowledge Management Configuration
Features Items included
Module Name
Setup up to 50 answers to enable customer portal
Knowledgebase Knowledge base up to 20 Topic Words, up to 10 Stop Words
Management Configuration of 1 Guided Assistance
Setting up of Smart Assistant
Setting one answer feedback configuration rule
Import Configuration of one propose an answer workflow

Incident/Email Management Configuration


Features Items included
Module Name
3 Service Mailboxes (customer to provide email settings/hosting
Incident/Email Email Management / details)
Management Mail Box Configuration Up to 5 Message templates
Up to 10 standard text
Configuration Settings
Incident Queues creation
Service Level 1 Response Requirements definition
Agreements Holidays definition As per customer requirement
1 Service Level Agreement
Web Self Service Management (Customer Portal)
Features Items included
Module Name
Apply basic Customer-supplied branding & styling design elements,
Web Self Service Customer Portal Branding & limited to basic HTML and CSS elements; limited to template-specific styling such as
Management Styling header, footer, global colors,
in fonts, and logo; testing is limited to RightNow CX desktop web browsers.
Customer Portal 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

Module Name
Live Chat Management Configuration
Features Items included
Live Chat Management
Live Chat Management Up to 2 Chat queue creation
Setup Chat permissions
Defining Chat Hours &
Configuration & Settings
Chat Rules Routing live chats to the respective queue based on the business conditions

12
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
Implementation Methodology/Approach
Onsite/Offshore model - Based on Oracle Unified Methodology (OUM) for Cloud and from our experience of running similar engagements
successfully.

Finalize SOW/ Business Process


Project Charter Definition Document
Onsite

Define CRP
Production
Kick Off Define Business Validate/ Training UAT Sign Off
Migration
Process Sign off

Defects Test Stabilization


Fix Issues
Portal Results and Support
Offshore

Dev. incl.
System
Initiate Analyze Data Configure Unit Testing Support
Testing
Migration

User Manuals Test Scripts Configuration Docs


Implementation approach- Rapid Time to Value

3 Week 6-7
Standard processes are
3 explained and configuration
adjusted iteratively UAT support,
End user training. Go live
preparation

Week 1-2 Week 8


4
1 Client is introduced to the product
Data is uploaded,
functionality and asked to provide training performed
information through Questionnaires. and the system
Requirement Document sign off on goes
High level design
Week 3-5
2 iApps performs initial LIVE & Support
configuration based on customer
input & Testing
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


Customization in Customer Portal not in Scope
integration with standard RightNow portal pages

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


User training documentation is not included in scope of current project
University)
Version Upgrades Not included in scope of current project
Key Assumptions
1. The standard business flows and product features will serve as the base for 12. Formation of a Project team empowered for critical decisions.
the implementation 13. A timeline of 8 weeks is assumed to kick start subject to the
availability of Oracle RightNow CX Cloud Service environment.
2. The implementation is based on the Cloud deployment model, hosted by
Oracle on SaaS model 14. The implementation will be based on the cloud deployment
model, hosted at Oracle
3. In the Cloud deployment model, typically two project environments are 15. Configuration within the standard system is performed. No
available Test Site and a production Site.
customization or modifications to any non-RightNow web page
4. The scope assumption is for one country and one language (English) (i.e. pages that are part of your primary web site) included.
5. The project would be executed in an onsite-offshore model 16. Organizational Change Management will be clients responsibility
17. iAppss responsibility excludes desktop workstation or internet
6. Maximum of 1 business Units will be considered for implementation with
above 500 employee strength network configuration and/or troubleshooting. This includes, but
is not limited to internet connectivity, router/switch
7. It is assumed that project stakeholders are available as per project plan troubleshooting, DNS issues, TCP/IP configuration, network
8. Training will be provided using Train the Trainer approach, Training is appliance, web server, remote access client, client VPN, operating
assumed to be one workshop per application for up to 20 attendees systems, Citrix, Terminal Server.
9. All communications, documentations, deliverables would be provided in 18. Visual assets (logos and graphics), HTML, CSS elements will be
English language provided by customer.
10. Any change in the scope will follow change control mechanism impacting cost 19. Implementation services described in this document are designed
and timelines for single stage go-live (production environment )
20. Anything not explicitly listed in the scope is deemed to be out of
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 scope and hence not included.
the RightNow Cloud system is provisioned. 21. Multiple or staged go-lives are outside the scope of these
services, and if desired a change order can be discussed.
12. The Time Line of 2 weeks assuming RightNow cloud system has been
provisioned by Oracle
Team Structure & Responsibilities

20
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 1. Understands user issues and translates them into requirements for the technology group
Functional
Consultant 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 Customer Obligations:

For the project to be successful Customer must For the project to be successful within time & budget,
fulfil the following obligations: Customer must fulfill the following obligations:

1. Order Oracle Service Cloud prior to project start Provision of Oracle RightNow CX environment prior to
2. Assign a project manager to lead your staffs project start
efforts Assign a project manager to lead your staffs efforts
Assign experienced and empowered business and IT
3. Assign experienced and empowered business
and IT users to work closely with iApps users to work closely with iApps consultants according
consultants according to project plan (some full- to project plan (some full-time allocation may be
time allocation may be necessary at times). necessary at times)
Perform certain project tasks according to project plan
4. Perform certain project tasks according to
project plan such as a) provide data in format such as
specified by iApps b) customer side of Provide data in format specified by iApps
integration c) end user training Create Knowledge Base items
5. Arrange for a project executive sponsor and
End user training
project steering committee Arrange for a project executive sponsor and project
steering committee
6. Accept that part of the work performed by iApps Enablement of functionalities has the dependency of
Consulting will not be on-site
RightNow features purchased by customer

22
Value Addition - Offerings
Value Addition - Service Offerings

Note: Value Addition/Offering will be out of Fixed Scope Offering

CTI Integration with Right Now

Field Service Cloud Integrations

Integration with ERP Cloud

Facility Management
Business Benefits

Low total cost of ownership Out of the box Business


Flows

Centralized & standardized


solution with industry best Rapid delivery of benefits
practices

Low risk to ongoing business Aggressive time frame for


operations during the project Design & subsequent phases

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