Dashboard of project status with custom-defined analytics, business intelligence (BI) and metrics of performance showing in real-time the status of the project.
Project phase timelines and any potential dependencies they are dependent on also noted, along with scenario planning for overcoming their potential for derailing or slowing the projects' progress.
Minutes of weekly and monthly meetings with stakeholders evaluating their overall feedback on project direction.
Project meeting notes, schedules, meeting materials and notes from legacy CRM and enterprise system integration all organized into a clear, easy-to-use taxonomy.
Development of a communications plan that will serve as the launch document for the internal roll-out of the new CRM system. This is a critical deliverable from the project team as it defines the overarching change management strategy for IMC. The entire change management plan must also be included as part of the Phase I Design Deliverables.
Quality Assurance Plan and System Integration Plan completed, reviewed and approved by stakeholders.
Phase 2: Development
The specific deliverables during this phase of the project include BPM and BPR testing and completion of workflows, coding of legacy CRM integration system adapters and connectors, development and testing of enterprise system integration including JD Edwards financial reporting and analytics integration and the completion of CRM suite customization. This phase also includes the integration of the ten modules that comprise the foundation of the overall CRM system as well.
Milestone 2: Deliver Functional Requirements Document (inclusive of legacy CRM and enterprise software integration including JD Edwards, CRM module customization to IMC Requirements) - June 15, 2013
The goal of this specific milestone is get the initial system integrations completed, integrate the legacy CRM systems into a single system of record, also integrate enterprise applications including JD Edwards, and complete CRM module customizations.
Milestone 3: Deliver Detailed System Design Document -- August 1, 2013
The intent of this document and test results are to provide evidence of the legacy CRM system integrations working correctly, in addition to the enterprise system support including JD Edwards also functioning correctly.
Milestone 4: Complete Inventory of System Modifications -- August 31, 2013
All system modifications are recorded in this specific document in addition to complete inventories of system integration modifications, data conversions completed during integration testing, metrics and key performance indicators (KPIs) of system performance criteria, and test of all CRM modules per the workflows defined by stakeholders.
Phase 3: Testing
The test plan will be used for completing this specific phase of the project, which will include stakeholder-based feedback and approval of specific modules each will use for completing leasing and tenant management tasks. The test plan and change management plan will be implemented during this phase, as each user affected by the system will need to thoroughly test and evaluate how the CRM modules(s) they rely on for their jobs are functioning.
Milestone 5: Complete Test Plan October 15, 2013
This milestone will be completed between July 15, 2013 and October 15, 2103 using the parameters and metrics as defined in the test plan, in addition to the analytics and metrics mentioned. This phase will also include several feedback sessions with key stakeholders to evaluate overall system performance and congruence to their specific requirements.
Phase 4: Deployment and Training
This is the most essential step from a change management standpoint, as the CRM system will be evaluated and tested by the stakeholders across the company. The two major milestones in this phase are the delivery of the system documentation and the delivering and implementing of the training plan, completion of acceptance testing and production system implementation and post-implementation review.
Deliver System Documentation November 1, 2013
The documentation will be delivered in electronic form and will be customizable by IMC to their specific requirements and needs. Videos will also be created and en entire library of documents for showing how the more advanced aspects of the system can be used will also be provided.
Milestone 7: Deliver and Implement Training Plan, Acceptance Testing, Production System Implementation and Post-Implementation Review 12/1/2013
These are the final stages of preparation for the system to be launched within IMC. All of these elements will also be audited by the stakeholders to determine their overall readiness and alignment to original project requirements.
The goal of this phase of the project is to completely test all possible scenarios of how the CRM system will be used prior to have it placed into production. Acceptance testing will also include the sign-off of each stakeholder and a thorough audit of all process workflows related to tenant support, lease management and support for leasing and payment transactions through the CRM systems to the JD Edwards system.
CRM SYSTEM IMPLEMENTATION
The actual launch of the CRM system will include delivery of the complete system, including documentation and all operating procedures, in addition to results of the audits of system integration performance. In addition to these items, the CRM System Implementation will also include the following:
Stakeholder list of future enhancement and product roadmap
Cut-over task list
CRM system module implementation schedule by module
SaaS Security Audit to the Platform-as-a-Service level
Launch of Help Desk to assist internal users of the CRM with customers and provide guidance on how best to use the system
POST IMPLEMENTATION EVALUATION and REVIEW
The intent of this phase is complete a post-implementation process and review of all system modules and integration points throughout the entire CRM system. The project team responsible for the IMC CRM implementation will also provide a project evaluation in terms of costs, timeframes and constraints, and an analysis of best practices from the project design and implementation. In addition, a project improvement plan will also be provided and presented during monthly project and CRM system review meetings.
SYSTEM WARRANTY and MAINTENANCE SUPPORT
The intent of this task is to provide software and platform-level component warranty and maintenance support for the CRM modules and the implementation itself. Also included will be a procedure for ensuring the provider of the CRM system delivers 2,000 hours of service and support as part of the contract.
ANNUAL PRODUCT LICENSING and MAINTENANCE SCHEDULE
A three-year pricing schedule will be provided for annual licensing and payments, including a definition of the software upgrades and revisions to the adapters and connects for legacy and enterprise systems. There will also be a yearly review of pricing and contract amounts to adjust for price modifications made by the chosen vendor over each year of the contract.
ANNUAL PRODUCT FEE for the CONTRACTOR'S VERSION of the CRM SYSTEM
The chosen vendor must provide a free schedule for all modifications and additions to the system, including maintenance fees and charges as they relate to each module and component staying current with all releases across the vendor's product line.