Implementation
The StayinFront Implementation Methodology is a proven approach to successful CRM implementations and a Standard Operating Procedure (SOP) for all StayinFront CRM application implementations. It is a modified "waterfall" methodology. Some stages (as shown by the diagram below) may circle back on one another.
Each stage of the process requires objective, documented evidence that the stage was completed according to the appropriate SOP or project requirements. Generally, this means a document will be generated and signed-off on at the time the process is executed.
Requirements/Specifications
A dedicated StayinFront senior account manager will be responsible for all
project management, business requirements, documentation and specifications,
and coordination of StayinFront services. The senior account manager will be
assisted in these responsibilities by a client services analyst.
Development & Configuration
Based on the approved Functional Specifications document, StayinFront's Development
Team will configure the appropriate StayinFront CRM applications and modules
to meet client requirements. Our developers utilize a variety of industry standard
and best practice tools, including StayinFront Designer to make all system
configurations.
Infrastructure Builds
The StayinFront Data Quality Services Team creates a Data Quality Plan that
includes a Total Data Profile for all data in the existing client system, from
other legacy systems, third-party data providers and from end-user input.
Test Cycles
Once the Development Team has completed configuration of the client system,
and ensures that the software produced by StayinFront performs as described
in the specifications, and meets industry standards of software development,
the StayinFront Quality Assurance Team will fully test it according to SOPs
defined in the StayinFront Quality System. This process ensures the highest
quality software is released to the pilot group.
User Acceptance Testing
User Acceptance Testing is the process by which a customer tests the software
to ensure it meets the established specifications. The StayinFront and client
IT staff will finalize the specifications for the infrastructure required for
the client system.
Validation
While StayinFront runs its own comprehensive validation of the software,
in many cases, StayinFront customers will simultaneously validate the software
themselves. The customer may validate the system using internal resources or
employ third-party resources to assist.
Training
StayinFront has considerable experience in the design, management and delivery
of comprehensive training programs. StayinFront's training group will design
and deliver a customized training program for the client system.
Pilot
StayinFront will manage
a pilot phase to test the system before general rollout. The pilot program
is designed to test the software in a "real-world" environment, gather feedback
from pilot users, and refine the rollout process. Typically, a small group
of pilot users are trained on the software and then "pilot" the system for
an agreed upon period of time. All feedback is gathered from the pilot group
and system anomalies are corrected and enhancements made before the full rollout.
Support Preparation
StayinFront works together with the client to ensure the smooth operation
of the system once it has been rolled out to client employees. Clients can
select to utlize the StayinFront Client Support Services or they can elect
to support the system internally. Some benefits of having StayinFront
provide support services are:
- Software license maintenance
- Telephone essentials
- Monitoring and maintenance of servers
- Run usage reports
- Help desk services
- Investigation of system anomalies
Rollout
Following the completion of the pilot phase, StayinFront can deliver training
for the entire sales force.
An example training course would include:
- All users - reps and managers - including the pilot user group
- Five (5) simultaneous classes; each with 15-18 attendees
- The training program will be 2 days in duration
- StayinFront training resources include: trainers, facilitators and technical support resource
