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End-to-End CRM Implementation Services

Leverage our comprehensive, mature and cost-effective models

Our implementation methology

Stages Activities Deliverables

Project Project Intiation


Project Project Plan Planning Document
Planning Objectives Project Plan
Initiation & Structure Review
& Scope Quality Plan
SCN Plan

System Requirement
Business Target Processes Analysis
Analysis Environment Specifications
Process Analysis Requirements Review
Requirements

System Business Design Document


Environment Processes Design Design Review
Design
Strategy & Gap Resolution

Program Specifications
Unit Test Plans
CRM Application CRM Enhancements Program Units
Customization
Customization Configuration & Development
Review
Testing & Testing

Training Material
User Manual
User Procedures Operation Manual
Integration
&Training Integration Testing Integration Test Plan
Integration Review
Documents Integration Test Results
Tested System

End User User Acceptance Acceptance Test Plan


Go Live Project Closure
Implementation Training Testing Acceptance Test Results
Production System

A flawless implementation of a CRM of best practices adopted in the closely with users to capture business
solution is crucial to its success and industry. This methodology helps our requirements and processes, and map it
a collaborative approach during customers achieve a successful CRM to the application of your choice.
implementation is a step in that implementation in short time–with

direction. added cost benefits. Design and development

We adopt vendor-specified “best


i-flex CRM CoE follows a “collaborative At every stage of an implementation
practices” in conjunction with our
approach”, in that, we partner with process, we add value by integrating
well-defined quality processes to ensure
our client’s project team and deliver our domain knowledge and technical
that an implementation meets your
measurable results. expertise:
expectations within the specified time

Our specialized implementation and budget.


Business requirements definition In
methodology is an amalgamation of
CRM it is imperative to build the Integration with transaction and data-
i-flex’s experiences in implementing
application to meet user expectations. warehouse systems
CRM solutions for banks and
Using our methodology and custom CRM adds value when it is integrated
financial institutions across the world,
framework, our business analysts work with transaction as well as other support
and our sound domain knowledge
systems such as data-warehouses. Our UAT coordination the usage of any system. Our training
experienced consultants use industry Our experienced UAT coordinators and implementation support teams
standard tools and integrate the CRM help you through your User Acceptance help you achieve a smooth rollout and
system with your existing legacy Testing (UAT) process by defining successful usage of your CRM solution.
and enterprise applications thereby the strategy, creating test plans and

maximizing benefits for you. setting up the test environment. UAT Data consolidation and migration
coordinators will also hand-hold users, Data quality is the most critical

Computer – telephony integration (CTI) monitor and track suggestions during element for the success of any CRM

Call centers are effective channels for UAT. implementation. Our experts use data

customer interaction. We help identify quality score-cards to monitor and

and integrate major components such as User training and implementation support maintain data sanctity.

switches, IVRs and middleware required Effective training is an important step in

to harness the true value of a call center. ensuring user adoption and in optimizing

i-flex solutions limited, i-flex Park, C/o Embassy Business Park, C.V Raman Nagar, Bangalore-560093, India

Contact our marketing offices


New York New Jersey Minneapolis Boston Miami
Tel: +1-646-619 5300 Tel: +1-646-619 5320 Tel: +1-952-942 6297 Tel: +1-617-854 7451 Tel: +1-646-619 5401
Fax: +1-212-430 1918 Fax: +1-732-548 6030 Fax: +1-952-942 6451 Fax: +1-617-549 9304 Fax: +1-786-275 8681

London Amsterdam Frankfurt Dubai Singapore


Tel: +44-207-531 4400 Tel: +31-20-575 4200 Tel: +49-69-3085 5901 Tel: +971-4-391 1890 Tel: +65-6238 1900
Fax: +44-207-531 4401 Fax: +31-20-575 4201 Fax: +49-69-3085 5104 Fax: +971-4-390 4876 Fax: +65-6238 1282

Tokyo Mumbai Bangalore


Tel: +81-3-5521 1166 Tel: +91-22-2839 1909 Tel: +91-80-5759 7000
Fax: +81-3-5521 1167 Fax: +91-22-2836 3140 Fax: +91-80-2534 5090

Come visit us at www.iflexsolutions.com e-mail: marketing@iflexsolutions.com October, 2004

COPYRIGHT (C) 2005 i-flex solutions

All rights reserved. No part of this work may be reproduced, stored in a retrieval system, adopted or transmitted in any form or by any means (electronic, mechanical, photographic, graphic, optic recording or otherwise), translated
in any language or computer language, without the prior written permission of i-flex solutions.
Due care has been taken to make this document as accurate as possible. However, i-flex solutions makes no representation or warranties with respect to the contents hereof and shall not be responsible for any loss or damage
caused to the user by the direct or indirect use of this document. Furthermore, i-flex solutions reserves the right to alter, modify or otherwise change in any manner the content hereof, without obligation of i-flex solutions to notify
any person of such revision or changes.
This announcement contains forward-looking statements regarding platforms to be supported. General availability, prices, final functions, ordering information, and terms and conditions will be provided when the actual products
are announced.
i-flex and FLEXCUBE are registered trademarks of i-flex solutions. Reveleus, Daybreak and PrimeSourcing are trademarks of i-flex solutions and are registered in several countries.
All company and product names are trademarks of the respective companies with which they are associated.
24 X 7 Global Helpdesk and Production Support
Be it onsite or offshore, our Global Helpdesk is always alert and quick to respond

Our helpdesk and support methodology

Stages Activities Deliverables

Understand scope on the following parameters


Scope Scope
Appreciation Appreciation
Application Bugs Infrastructure Processes Support Document

Define Activities Draw PS Architecture Define SLAs


Transition Transition Plan
Planning Transition Doc
Define Workflows Communication Plan COB Plan

Overview for All Detailed Knowledge Transfer Teamwise


Detailed
Business Usage
Knowledge
Document
Transfer Understand Client Processes Documentation

Shadowing Reverse Shadowing Infrastructure Setup Takeover


Transtioning
Checklist

PSTeam Follow Robust Processes Risk Mitigation


Bug, SLA, other
Steady State Metrics Reports
Status Review & Reporting Knowledge Mgmt Training

Performance Improvement RS, Strategy


Optimization System Consulting
Documents

Inadequate support while handling Helpdesk “Discovery” in handling critical queries at “odd-

application, database or hardware Our experienced analysts will evaluate hours” with relative ease. Extending this

queries can render an application your helpdesk needs against your current service, our consultants can understand

useless–however effective it is processes. Whether you have a helpdesk your helpdesk needs, develop a robust

otherwise. With i-flex CRM helpdesk already or you are contemplating one, model for “support” and setup a reliable

and production support service, help we can assess your needs and decide on support center.

is readily available. We specialize in a system that will improve your business

providing on-site helpdesk support value. Production support

as well as offshore/remote helpdesk Application errors, database issues

support. We also have various levels of 24 X 7 global helpdesk setup and data security and access cause

Service Level Agreements (SLA) to suit We extend 24 X 7 helpdesk support in discomfort to users as well as to the

your requirements. 17 countries across America, Europe IT team. Resolving them quickly is

and Asia Pacific. Our consultants, important. With our experience of


Our helpdesk and production support
therefore, have the required expertise implementing CRM applications, we are
services include:
capable of addressing any issue in the place in your organization. This would a short duration before finalizing the

optimum response time. be carried out—as required—in every global support methodology.

Our time-tested methodology for phase of the engagement. For example,

helpdesk support has been designed during the ‘appreciation’ phase, if past Before starting the first level of

based on our experience of taking over data is not adequately available, the production support, we finalize the

and running support assignments. ‘appreciation document’ would define a client-specific methodology and this is

i-flex can customize the methodology process for collecting critical data for then followed right through.

to include the best processes already in

i-flex solutions limited, i-flex Park, C/o Embassy Business Park, C.V Raman Nagar, Bangalore-560093, India

Contact our marketing offices


New York New Jersey Minneapolis Boston Miami
Tel: +1-646-619 5300 Tel: +1-646-619 5320 Tel: +1-952-942 6297 Tel: +1-617-854 7451 Tel: +1-646-619 5401
Fax: +1-212-430 1918 Fax: +1-732-548 6030 Fax: +1-952-942 6451 Fax: +1-617-549 9304 Fax: +1-786-275 8681

London Amsterdam Frankfurt Dubai Singapore


Tel: +44-207-531 4400 Tel: +31-20-575 4200 Tel: +49-69-3085 5901 Tel: +971-4-391 1890 Tel: +65-6238 1900
Fax: +44-207-531 4401 Fax: +31-20-575 4201 Fax: +49-69-3085 5104 Fax: +971-4-390 4876 Fax: +65-6238 1282

Tokyo Mumbai Bangalore


Tel: +81-3-5521 1166 Tel: +91-22-2839 1909 Tel: +91-80-5759 7000
Fax: +81-3-5521 1167 Fax: +91-22-2836 3140 Fax: +91-80-2534 5090

Come visit us at www.iflexsolutions.com e-mail: marketing@iflexsolutions.com October, 2004

COPYRIGHT (C) 2005 i-flex solutions

All rights reserved. No part of this work may be reproduced, stored in a retrieval system, adopted or transmitted in any form or by any means (electronic, mechanical, photographic, graphic, optic recording or otherwise), translated
in any language or computer language, without the prior written permission of i-flex solutions.
Due care has been taken to make this document as accurate as possible. However, i-flex solutions makes no representation or warranties with respect to the contents hereof and shall not be responsible for any loss or damage
caused to the user by the direct or indirect use of this document. Furthermore, i-flex solutions reserves the right to alter, modify or otherwise change in any manner the content hereof, without obligation of i-flex solutions to notify
any person of such revision or changes.
This announcement contains forward-looking statements regarding platforms to be supported. General availability, prices, final functions, ordering information, and terms and conditions will be provided when the actual products
are announced.
i-flex and FLEXCUBE are registered trademarks of i-flex solutions. Reveleus, Daybreak and PrimeSourcing are trademarks of i-flex solutions and are registered in several countries.
All company and product names are trademarks of the respective companies with which they are associated.
Migration and Upgrade Services
Our well-defined methodology will ensure a rapid and risk-free upgrade

Our upgrade methodology

Stages Activities Deliverables

Study Identify Upgrade Assess Upgrade Upgrade


Assess Application Issues v/s Redevelopment Assessment
Document

Define Identify Define Data Define Detailed Project


Project Infrastructure Migration Transition Plan
Plan Data Migration
Plan Requirements Strategy Plan
Plan
Transition Plan

Set up Unit Test


Upgrade Reconfigure Upgrade Manual
Development Upgrade and System
Development UI Upgrade Impact
Environment Test
Environment Manual
Test Results

Upgrade Set up Upgrade Data Sanity Plan


Production Transition Transition Migrate Go Upgraded
Environment Environment Environment Data Live
Application

“Upgradation—just a click away” is a Upgrade assessment and planning planning and detail the set of activities

myth. This service provides you with an that will be carried out as part of

exhaustive assessment of the potential the migration process. The upgraded


Migration requires considerable amount
issues that would be associated with application is put through rigorous
of thought, detailed planning and effort.
migrating to a new version. We will also testing procedures before rollout. This
i-flex’s CRM CoE understands the
develop a complete roadmap to help you service also includes a detailed strategy
challenges involved in upgrading a CRM
in the upgrade. Our consultants will also for data migration.
application. It has evolved its ‘upgrade
determine whether you would benefit
methodology’ based on experience
more from migration or redevelopment
garnered over several, complex migration
and recommend the right approach.
projects.

We offer the following upgrade and Migration services

migration services to meet the needs of We will manage the entire upgrade

your enterprise. process for you. We start with upgrade


i-flex solutions limited, i-flex Park, C/o Embassy Business Park, C.V Raman Nagar, Bangalore-560093, India

Contact our marketing offices


New York New Jersey Minneapolis Boston Miami
Tel: +1-646-619 5300 Tel: +1-646-619 5320 Tel: +1-952-942 6297 Tel: +1-617-854 7451 Tel: +1-646-619 5401
Fax: +1-212-430 1918 Fax: +1-732-548 6030 Fax: +1-952-942 6451 Fax: +1-617-549 9304 Fax: +1-786-275 8681

London Amsterdam Frankfurt Dubai Singapore


Tel: +44-207-531 4400 Tel: +31-20-575 4200 Tel: +49-69-3085 5901 Tel: +971-4-391 1890 Tel: +65-6238 1900
Fax: +44-207-531 4401 Fax: +31-20-575 4201 Fax: +49-69-3085 5104 Fax: +971-4-390 4876 Fax: +65-6238 1282

Tokyo Mumbai Bangalore


Tel: +81-3-5521 1166 Tel: +91-22-2839 1909 Tel: +91-80-5759 7000
Fax: +81-3-5521 1167 Fax: +91-22-2836 3140 Fax: +91-80-2534 5090

Come visit us at www.iflexsolutions.com e-mail: marketing@iflexsolutions.com October, 2004

COPYRIGHT (C) 2005 i-flex solutions

All rights reserved. No part of this work may be reproduced, stored in a retrieval system, adopted or transmitted in any form or by any means (electronic, mechanical, photographic, graphic, optic recording or otherwise), translated
in any language or computer language, without the prior written permission of i-flex solutions.
Due care has been taken to make this document as accurate as possible. However, i-flex solutions makes no representation or warranties with respect to the contents hereof and shall not be responsible for any loss or damage
caused to the user by the direct or indirect use of this document. Furthermore, i-flex solutions reserves the right to alter, modify or otherwise change in any manner the content hereof, without obligation of i-flex solutions to notify
any person of such revision or changes.
This announcement contains forward-looking statements regarding platforms to be supported. General availability, prices, final functions, ordering information, and terms and conditions will be provided when the actual products
are announced.
i-flex and FLEXCUBE are registered trademarks of i-flex solutions. Reveleus, Daybreak and PrimeSourcing are trademarks of i-flex solutions and are registered in several countries.
All company and product names are trademarks of the respective companies with which they are associated.

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