Technical Specifications for CRM system:
Software must be the solution that is most cost effective, most sustainable and richest in functionality and offer excellent value for money. Long term support and product upgrades must be ensured.
In April 2002, ADA needs a CRM system evaluated and the following requirements collected:
| Requirements for Software | ACT! Can Do This |
| 1. Ability to Enter Full Contact Information (including e-mail and Website addresses) | |
| 2. Internet/Web Integration of the CRM system | |
| 3. Calendar Functions | |
| 4. Integration with Existing Applications (Word, Access, Excel) | |
| 5. Network-based | |
| 6. Capability to send e-mail through the CRM system | |
| 7. Reporting functionality | |
| 8. Unlimited Record Capacity (Rick found that ACT! can hold 1,000,000 records) | |
Consulting Services for Software Development and Customization –
Based on these requirements, Consulting services are needed to implement a client relationship management system in ADA as follows:
| Requirements for Consultant | Shaddock Can Do This |
| The consultant will develop new or upgrade already available off-the-shelf software, customize it to suit the ADA’s specific needs of an investment and export promotion agency and train users and administrators on the use of the software. | |
| Development (Upgrading): The consultant will develop new or upgrade already available off-the-shelf software on designated networked computers and servers using assistance from ADA’s in-house technology coordinator. It is envisaged to install the software on approximately 25 PCs in the agency. | |
| Customization: The consultant will customize the client tracking system to suit the needs of an investment and export promotion agency. Specifically, customization will allow ADA to generate reports on the current status of the investment and export "pipeline" for Armenia, produce statistical and graphical analysis of foreign investment and export data for Armenia and evaluate marketing activities undertaken by the organization with regard to their effectiveness in generating new contacts. Furthermore, investment and export promotion relevant tools, such as currency converter, useful links to online business information resources, industrial classification codes, etc. will be loaded into the software to allow efficient lookup and research for ADA staff. ADA will be able to track the progression of client contacts from the stage of initial contact to implementation and even post-implementation phase. ADA will have the opportunity to review and provide further requirements for customization. | |
| Training: The consultant will provide user training for ADA staff receiving the software and administrator training for ADA IT staff. | |
Qualifications
| Qualifications for Consultant | Shaddock Has These |
| Consultant will be experienced in development and customization of CRM systems | |
| have a track record in delivering similar assignments | |
| have excellent skills and experience in analyzing various technical solutions to find off-the-shelf software | |
| additional customization to be the solution that is most cost effective, most sustainable and richest in functionality | |