Implementation Plan
CMGT/445 Version 6
University of Phoenix Material
Implementation Plan
Project Name or Identification: Valley Pacific Bank CRM System Implementation
Project Stakeholders
Name
Title
President/CEOBruce Smith Sponsor
Phil Sabin
Stacey
Jensen
Cory Brozik
Travis
Sanders
EVP-Sales
Branch Manager
IT/Project
Manager
CRM Vendor
Phone
661-5881234
661-5881300
661-5881292
661-5881122
805-5252514
Email
b.smith@valleypacific.com
p.sabin@valleypacific.com
s.jensen@valleypacific.com
cbrozik@valleypacific.com
travis.sanders@CRMSolutions.com
Project Description
Valley Pacific Bank opened its doors in early 2008 with anticipation to create a personal
and uncommon banking experience. Since the inception of this community bank, there has
always been a need for a Customer Relationship Management system. This purpose of this
system is to provide employees of the bank with details on all the customers and or clients that
have a relationship or previous relationship with the organization.
Measurable Organizational Value (MOV)
The benefits of a CRM solution being put in place could include: the customers that have
been contacted, information on customers, and potential customers. This system would be really
helpful to other employees that may try and contact the customer, especially when cold calling a
new customer. If the customer has already been in contact with another employee at the company
it could be a waste of another employee’s time. This would give the company a return on
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Implementation Plan
CMGT/445 Version 6
investment (ROI) as the employee would contact other potential customers. In addition, the
CRM solution would be a good place to add information regarding the customer and
conservations that were had between the company representative and the customer.
The overall goal and measure will be determined by the reliability and stability of the system.
The system will provide the user with immediate information regarding the customer and their
relationship with the organization.
Project Scope
Below is the scope of work for the CRM Project:
- Review current environment and requirements
- Determine the need for additional hardware resources
- Plan and design fields for data entry
- Setup of the CRM Application
- Configure user access to application
Project Schedule/Project Budget
Milestone
(Measurement)
Proposal Acceptance
Completion Date
(target)
TBD
Payments
Due
(estimated)
$4,500.00
Project
Commencement
4-6 weeks from
Proposal
Acceptance
12,500.00
Project Completion
4-6 weeks from
Proposal
Commencement
12,500.00
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Implementation Plan
CMGT/445 Version 6
Project Schedule/Project Budget
There should be a timeline established that both parties agree on. The timelime should be
attached to this implemtation plan that will fully establish all the dates that the project should
follow and should specify the resources and individuals needed to keep the project on time.
Quality Issues
Specific quality requirements
Resources Required
Cory Brozik; IT Manager
Server
Resources to be provided:
o Implementation Staff
o Name of resource provider: CRM Vendor
o Date to be provided,: At Project Commencement
Assumptions and Risks
The project assumptions are as follows:
- Client has adequate hardware will support the new application.
- Client will designate and make available appropriate individuals as resources to this
project.
- Client will provide CRM Vendor with access to all servers used in project.
- Client will provide after-hours support, as needed.
- CRM Vendor will be responsible will have minimal impact on business operations with
minimal downtime, as this would a risk associated with the project.
Project Administration
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Implementation Plan
CMGT/445 Version 6
All communication will be in the form on an email with weekly updates on the project
status. Any changes will be address by a conference call and will be adjusted on the
project schedule. A formal change management form will need to be completed for the
developers. Throughout the project tasks, each feature will be tested.
Implementation and Continued Maintenance and Project Closure Plan
In this area, we will need to import any files from the core system into the CRM solution.
Any data mappings will need to be altered if there is a certain format. This will need to be done
after hours as it may require a reboot of the server. The program will be a pilot at first since there
is not currently a system in place. A few beta testers will use the application and see if there is
any changes or bugs that are encountered in the application. These bugs will allow the
application to be supported by the CRM vendor to perform maintenance before the product goes
live. Project closure will be after going live and there will be a project closure meeting to
determine if all issues have been addressed.
Safeguards
There are two different types of safeguards that can be used. Technological safeguards might be
implementing a policy that will lock a user out of the application after many failed attempts.
User safeguards would be changing a password to avoid unauthorized access of the application.
Users should never share their passwords to anyone.
Outsourcing or in House Applications
There are several things that will need to considered when outsourcing an application or
managing it in house. Outsourcing is good for some companies because they are dedicated and
have the best experience on what they do. In house employees will have to gain experience and
have to hire staff around the clock that watches over the systems. Most outsourced companies
have three different shifts to ensure they have adequate coverage, even more so when updating
the system. In order to keep applications running smoothly, applications should be updated in the
early morning hours where it will have the least amount of disruption.
Documentation
The documentation is important for users that are using the application. Also, the IT staff should
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Implementation Plan
CMGT/445 Version 6
have their own documentation in regards to application issues. Although this knowledgebase will
be large, it is needed to help those who need additional help with how the software is configured.
Acceptance and Approval
I accept that the following implementation plan has been addressed fully, to my knowledge, and that
application has been implemented successfully.
______________________________
Bruce Smith
_____/______/______
Date
______________________________
Phil Sabin
_____/______/______
Date
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