CRM SME Toll Free Customer Service Inbound India

Implementation

Business Process Understanding and finalization of Implementation Plan
CB would do a business process mapping with key members of the Sales and Service Management group of Client as well as some of the Client’s Service Partners to develop the final service delivery model. During this process As-Is Map as well as To-Be Maps would be developed, gaps identified and decision of most feasible implementation plan made. Granular details of process and reports would also be worked out to ensure failsafe implementation. At the end of this exercise an implementation master plan would be generated and signed off between Client and CB. This process should take a week to complete.
Design, documentation and software customization, Data migration
On the basis of the agreed Implementation Plan Service 007 Customization document would be prepared and this would be agreed with Client. This document would clarify the functionality and process of Service 007. Plan with regard to data migration – master files as well as historical transactions would be developed and agreed. Client may also need to provide test and sample data prior to migration to test the software customization.
Training and Trial Run in selected locations
Client would have to participate in imparting training on product and process to the personnel of CB. This training may be conducted at CB. Training may also include field visit to some locations involved in service fulfillment.
CB would coordinate with Client to impart training on process and software to all concerned in Client. Training may be required for Client Service Partners also. CB would participate in this training effort. CB may also develop a self-learning tool kit for enabling the vast network of Client Service Partners to be trained off line.
As finalized in the implementation plan a trial run would be done in a selected location to validate the process and debug if needed. At this stage the nationwide roll out plan would be finalized.
Go live Phase
In this stage the implementation across the country would happen. This phase may consist of various stages that would be agreed to on the basis of trial run. Time frame would also be determined.
Project Implementation Review
After 2 months of going live in each location / area, a post implementation review would be conducted.