Service Specification: Salesforce.com Professional Services
Lot 4 Service Specification
SALESFORCE.COM PROFESSIONAL
SERVICES
OVERVIEW
Fujitsu provides professional services around the consulting and implementation of the Salesforce.com CRM application
stack, allowing Customers to reap the rewards of the Software as a Service (SaaS) service model. These are the Service
for the purpose of the Agreement.
Salesforce.com is an enterprise cloud computing company that delivers flexible Customer Relationship Management
(CRM) software applications which Customers can configure quickly and scale on demand without needing to worry about
backend infrastructure requirements. The application is accessed via secure Internet connection.
Fujitsu is a global ISV partner with SalesForce.com, having delivered implementations in the UK and across the globe.
The Fujitsu team of certified professionals provides our Customers with the advantage of our experience and best
practices from these implementations.
Fujitsu provides a range of Salesforce.com professional services and systems integration services:
 CRM Consultancy. Consultancy services around all aspects of CRM. Developing end to end strategies
around customer interactions for marketing, sales and support leveraging best practice experience acquired
through a large number of successful implementations around the globe.
 Sales Cloud Implementation. A complete solution for sales process, customer interactions, opportunity
management, lead routing, sales forecasts/performance and integration with the back office applications.
 Service and Support Cloud Implementation. A complete solution for customer support/call centre
management with Computer Telephony Integration (CTI), customer facing knowledgebase and Integration
options.
 Extended Support. Tailored support and expertise for a customised salesforce.com implementation.
 Modernisation. Our modernisation service begins with the assessment of a Customers’ Salesforce.com
implementation and completes with a detailed report of issues and recommendations.
AREAS ADDRESSED
Fujitsu provides professional services around the CRM application stack of Salesforce.com. This also includes end to end
consultation, implementation and support for the following Salesforce.com CRM applications:
 Chatter. An enterprise level private social network empowering employees to collaborate across geographies,
teams and hierarchies. Fujitsu can provide best practices around the use, limitation, functionality and adoption
of Chatter within the Customers’ organisation to realize the true power of collaboration.
 Sales Cloud. The sales cloud encompasses the full range of sales activities from lead management to pipeline
management, territory and channel management. Fujitsu provides best practice consulting and implementation
for the configuration of the Sales Cloud in the following areas:
 Sales lead management
 Opportunity management
 Account and Contact management
 Activity management
 Analytics and forecasting
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Service Specification: Salesforce.com Professional Services
 Customisable Sales forecasts
 Data Quality management
 Integration with other cloud based or local applications
 Approvals and Workflow
 Partner channel management
 Service Cloud
 Call Centre CRM features including agent consoles, case management and collaboration
 Social Communities allowing customers to help themselves as part of case deflection strategies
 Knowledge base management
 Live Agent (interactive real-time support)
 CTI integration with Customers telephony systems
 Customer Portal allowing customer self-service to cases and solutions
 Analytics
 Contracts and Entitlements
 Force.com
 Development of customized applications on the Force.com platform to suit Customers bespoke
requirements
These services cover the following activities and deliverables:
 Customer requirements workshops
 Business process review meetings
 High level solution details
 Fujitsu’s role in User Acceptance Testing (UAT)
 Training delivery
 Supporting collateral including:
 Requirement documents
 GAP Analysis documents
 Design documents
 Product Configuration Workbooks
 Training Material
 User Manuals
APPROACH
An initial scoping exercise of one day is offered free of charge to the Customer. A Fujitsu Salesforce consultant will run a
half day scoping exercise with the Customer and create a statement of work with the remaining half day. The statement of
work will indicate the associated scope and costs for the remaining phases of a Salesforce.com implementation project on
a time and material basis against the rate card defined below.
Fujitsu’s approach to Salsforce.com implementation follows a 5Ds (Define, Discover, Design, Develop and Deploy) stage
methodology, as per Figure 1 below. Formal approval by the Customer is required at the end of each phase, to enable
progression to the next.
The Define stage is a fixed price engagement and delivers a clear scope and statement of work for the completion of the
remaining SalesForce.com project phases.
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Service Specification: Salesforce.com Professional Services
Figure 1 – Salesforce.com project lifecycle showing the project phases and the main focus of activities
undertaken within each of the phases.
Each phase end marks a milestone where approval from the Customer is required to ensure work is progressing to meet
their requirements. There are several phase approvals required where the Customer will be asked to formally agree that
the phase has been completed and the consultant can proceed to the next step in the process. The phase end milestones
are shown in the following table:
Table 1: PHASE END MILESTONES
Phase Name
Milestone
Define
Statement of Work Completed and Agreed
Discover
Requirements Captured and Agreed
Design & Develop
Build and Playback completed and Agreed
Deploy
Completion and Sign-off of User Acceptance Testing
Completion and Sign-off of Training
Acceptance in Service of the Live Implementation
Fujitsu uses an agile SaaS implementation method in the development of SalesForce.com solutions. The method involves
the use of recurring “sprints” of activity that focus on tangible creation of a number of sub-sets of functionality towards
delivering a customer’s full functional requirements. This is iterative in nature with each cycle seeking to refine existing
functionality and add more. This approach is illustrated in Figure 2 below.
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© Fujitsu Services Limited, 2012
Service Specification: Salesforce.com Professional Services
Figure 1 - Fujitsu Agile SaaS Development Method - demonstrates the iterative nature of the sprints to
arrive at the desired project outcomes
There will be number of sprints performed during the engagement; the exact number will depend on the overall duration
and complexity of the project, which is agreed as part of the initial Define phase.
Interaction between the Customer team and the Fujitsu team will be required to agree and progress the requirements and
deliverables at various stages of the project. As each feature or group of features is delivered they will be demonstrated
and customer approval sought to ensure that what is being delivered meets requirements. This is all done in an iterative
fashion feature by feature.
Customer approval will take the form of an email confirmation passed between Fujitsu and the relevant customer
stakeholder.
Should any additional effort be required in order to complete work or carry out additional work which is outside of the
scope of the initial statement of work service then such additional effort and any applicable charges will be agreed by both
parties in the form of an updated statement of work for the Define phase.
DELIVERABLES
A number of deliverables will be supplied during the course of the Service and are defined under the 5Ds methodology.
Examples of deliverables during a project are listed below. A definitive list will be produced on an individual basis during
the Define phase, as per Customer requirements.
 Define
 Statement of Work
 Pre-Implementation Questionnaire
 Requirements Output Document
 High Level Project Plan
 Business Process Diagram
 Customer Specific Document
 Discover, Design and Develop
 Configuration Workbook
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Service Specification: Salesforce.com Professional Services
 Business Process Diagram
 Entity Relationship Diagram
 Gap Analysis
 Deploy
 Status
 UAT Documents and Log
 Training
CUSTOMER OBLIGATIONS
Implementing a SaaS based solution requires an iterative approach to design, test and repeated reworking to arrive at an
acceptable build of the new functionality. This will take the form of a build and customer playback process where examples
are created in development environments and a series of Customer reviews and rework are undertaken to arrive at a
finalised deliverable. Customer participation at these playback sessions is a critical success factor in the completion of the
engagement.
Typical Customer roles required for a Salesforce.com implementation are
Table 2: TYPICAL CUSTOMER ROLES
Role
Responsibility
Executive Sponsor
Provide Strategic Direction
Clear Roadblocks
Technical Resources
Loads generated html, applies updates to the html for navigation, branding,
custom coding, dynamic functionality and tests the web forms
Subject Matter Experts
Provide guidance and feedback on functional requirements and design
Provides email template details
Prepares import files of Contact, Account data and Activity to be loaded into
Salesforce.com (including any data cleansing and manipulation work)
These obligations are agreed as part of the Define phase and documented in the statement of work and will cover the
following dependencies:
 Progress Approvals. Customers will be asked to provide progress approvals at various key stages of the
delivery process up to and including the project completion. For projects delivered on a time and materials basis
formal milestone acceptance criteria cannot be applied as a time and materials based project is measured on
man-days resource effort consumed only. Progress approvals allow both parties to check that the project is
progressing to the satisfaction of both parties and that man-days effort is being consumed constructively.
 Corporate Sponsorship. The project will be endorsed by appropriate Customer Senior Management.
 Timely Access to Stakeholders and Key Users. Key business & IT contacts must attend all checkpoints and
workshops for which they committed to be available as well as be available on commercially reasonable basis
to resolve outstanding issues.
 Timely access to information and documentation. The Customer shall provide Fujitsu with all required
spreadsheets and documentation to enable it to carry out its obligations to implement a Salesforce.com solution
to meet customer requirements.
 Environment Management. The Customer will provide the Fujitsu personnel with appropriate workspace that
is conducive to productivity. This includes desk space, phone and Internet connections for all resource roles
notified to the Customer.
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Service Specification: Salesforce.com Professional Services
 Administration. The Customer will nominate an administrator or system owner who can take on the
Administration
 Customer Resources (Empowerment). The Customer will identify appropriate internal resources that will be
available to work with Fujitsu resources on the project team.
 Production Support. Live support will be the responsibility of the Customer
 Configuration Management. Ongoing configuration management of the solution will be the responsibility of
the Customer
 Location. the engagement will consist of on and off-site working. The customer shall provide onsite working
facilities as required to complete the service.
 Data migration. The Customer is responsible for preparing and cleansing all data in import files to be loaded
into Salesforce.com and providing them in CSV format. If Customer would prefer not to manage the data ETL
process, Fujitsu can assist in the managing of this process or manage trusted third party vendors to the
Customer.
 Training. The Customer is responsible for providing Training facilities for any on-site training. A maximum of 10
end-users will be trained in Salesforce.com.
Fujitsu will not be liable for any delay or deficiency in providing the Service if such delay or deficiency results from the
Customer’s failure to fulfil these dependencies. Should a delay to the Service result from the Customer’s failure in relation
to the above dependencies, for example, if there is not full workshop attendance, Fujitsu shall be entitled to amend the
Service, Schedule and/or Charges with no liability and shall be entitled to charge the Customer for any cost incurred as a
result.
EXCLUSIONS
Fujitsu shall not be liable for Customer‘s take up, non-take up or other discretionary use of the information provided by
Fujitsu or of any of the recommendations or options generated from the Service and activities under this Service
Specification.
CHARGES AND PAYMENT
The day rate is as follows:
Table 3: DAY RATES
SFIA Role
Day Rate
Strategy Planning & Business Changes
Managing Consultant
Principal Consultant
Senior Consultant
G-Cloud Fujitsu SFIA
Rate Card.docx
Development
Senior Analyst Designer
See SFIA Rate Card above
The number of days and roles will be documented in the Statement of Work following the Define phase.
These charges are exclusive of Value Added Tax (VAT) and any other applicable sales taxes. Customer agrees to pay
amounts equal to any VAT or other levy.
The Customer will also reimburse Fujitsu for all reasonable expenses paid or incurred by Fujitsu in connection with the
Services.
The Customer will be invoiced for the Charge on completion of the Service.
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Service Specification: Salesforce.com Professional Services
When remitting payment, Customer will include the applicable Fujitsu invoice that the payment applies to.
DEFINITIONS
Any terms used in this Service Specification have the meaning assigned to it by the Fujitsu Cloud Service Agreement
Terms and Conditions. Additional terms used have the meaning assigned by this paragraph.
In the event of any conflict between the terms of this Service Specification and the other documents that comprise the
Agreement, the provisions of this Service Specification shall prevail.
Table 4: DEFINITIONS
Definition
Meaning
CTI
Computer Telephony Integration – integrating Salesforce.com to Customer
telephony services
UAT
User Acceptance Testing
Sales Cloud
Salesforce.com application for sales automation:
http://www.salesforce.com/uk/crm/sales-force-automation/
Service Cloud
Salesforce.com application for call centres and case management:
http://www.salesforce.com/uk/crm/customer-service-support/
SaaS
Software as a Service
ETL
Extract, Transform, Load. Extraction of data from systems, transforming to the
correct format of the destination system and loading the data
Salesforce.com
Means the Fujitsu professional consultancy service provided in accordance with
this statement of work
5Ds Methodology
Project methodology used for delivering Salesforce.com implementations.
Includes Discover, Design, Design, Develop, Deploy
Service Location
Means the agreed location of the where Service will be delivered
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© Fujitsu Services Limited, 2012