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Project Management

Selecting, Customizing and Implementing Vtiger CRM for the Business Travel Vertical

Group 13
Section C
Mayank Gupta
Kirti Chablani
Ekta Ahuja
Dharmesh Kumar
Abhinav Bhardwaj
Hitesh K. Mehta

Introduction

Thomas Cook (India) Ltd -Leading integrated travel and travel related
financial services company
Currently extends to over 232 locations (including 23 airport counters) in
95 cities across India, Mauritius & Sri Lanka
Business Travel manages the travel budgets of several large national and
multinational companies
Air Reservations, Hotel Reservations, Land arrangements which includes
sight seeing, car rental, transfers etc, Passport / Visa Service, Conference /
Incentive tour arrangements, Foreign Exchange, Insurance

Business Travel

Sales

Implementation

Client
Relationship
Management

Credit Control

Operations

Need for CRM

Sales
Comprehensiv
e contact views
Integrated
calandar,activit
y,notification
management
Automate
repetitive task
Comprehensiv
e Reporting

Analysis/
Marketin
g
Comprehensi
ve lead views
Campaign
tracking
Bulk email
campaigns
Automatic
lead campaign

Support
Self-service
customer
portals
Support
case
management
FAQ creation
Performance
reporting
Project
Management

Classification according to Project


Life Cycle
Initiating

Planning

Identifying
the need for
a CRM tool

Minimum
cost,
maximum
functionalitie
s
8 month time
period (Nov
2011-June
2012)
Sales team,
Implementati
on team and
client
relationship
team

Executing
Reviewing
and selecting
a tool
Mapping
business
processes
and
preparation
of Workflows
Customizatio
n and testing
of the tool
Implementati
on of the tool
(training)

Monitoring
and
Controlling
Approvals at
various
stages of the
project

Closing

Announcing
the
completion
of the project
and a go-live
date

Scope of the Project


Objective

Deliverables

Milestones

Selecting,
Customizing and
Implementing a CRM
tool for the Sales,
Client Relationship
and implementation
sub-departments
Time Span of 8
months (Nov 2011)
Open source CRM tool

Preparation of
preliminary project
proposal
Approval of project by
necessary parties
(business head and
MD)
Reviewing various
available CRM tools
(RFP process)
Selecting a CRM tool
(time and cost
constraint)
Creating workflows to
map functional
requirements
Customization and
preliminary testing of
modules
Implementation
(includes training)
and go-live

Reviewing various
available CRM tools
(RFP process)November 2011
Selecting a CRM tool
(time and cost
constraint)-November
2011
Creating workflows to
map functional
requirements]December 2011
Customization and
preliminary testing of
module- February
2012
Implementation
(includes training)
and go-live- June
2012

Cost Estimate
Direct Costs
Cost of Vtiger CRM
INR 0
Cost of customization
-resource 1: (Hourly
salary*no. of hours)
-resource 2: (Hourly
salary*no. of hours)
-resource 3: (Hourly
Salary*no. of hours)
Total cost of
customization
INR 570000
Indirect Costs
Cost of Travelling
for Training INR
128120
Miscellaneous
Expenses INR
84290
Total Cost
(direct+indirect)
782410

INR

Work Breakdown Structure


1. Reviewing various available CRM tools (RFP process)
1.1 Find various tools being used in the market through primary
research
1.2 RFP to those vendors that suit requirements
1.3 Reviewing of RFP from vendors

2. Selecting a CRM tool (time and cost constraint)


2.1 Narrow down on vendors using the cost and time constraints
2.2 Selection of 1 vendor (Vtiger CRM, in this case)

3. Creating workflows to map functional requirements)


3.1
3.2
3.3
3.4

Meetings with the business head and Sub-department heads


Make a note of requirements
Create workflows for each sub-department
Get workflows approved by project in-charge

Work Breakdown Structure


cont.
4. Customization and preliminary testing of modules
4.1 Provide workflows to the technology team
4.2 Monitor customization of the sales module
4.3 Monitor customization of the client management module
4.4 Monitor customization of the implementation module
4.5 Testing of all the three modules to identify and rectify any
flaws.

5. Implementation (includes training) and go-live


5.1 Organization announcement regarding the use of the new CRM
tool and target go-live date
5.2 Train sales team
5.3 Train client management team
5.4 Train implementation team

GANTT CHART

Reviewing and Selection Criteria


Limitations
Features

Cost (purchasing
and
customization)

Ease of Use

Security

Integration
Customer
Service

Customizability

Customization and Testing


Testing
Creation of
modules

Process
Mapping:
business heads
and senior
managers

Preparation of
functional
workflows

Process Mapping, Preparation of Workflows and Creation of


Modules was done for the Sales, Client Management and
Implementation Team.
Testing was carried out simultaneously

Implementation and
Training
Sales

Implementation
Client
Management

view their monthly/quarterly sales pipeline


custom reports as per region, sales person etc
to manage opportunities, leads, invoices, quotes

Closed/Won account reassigned to an implementation manager


necessary documentation
Transition process

reassigned by the administrator to a client manager


record qualitative facts with regards to reviews
Risk Accounts

2-day training program


Sales team first (south, north and east, west)
Client Relationship team
Implementation team

References
http://www.perfectmind.com/socialsite/benefi
ts-of-using-crm-for-your-business
http://www.crmsearch.com/
Project Management, the managerial
process by Clifford F.Gray, Erik W. Larson
and Gautam V. Desai

Thank You!!