1) A Fortune 50 health care company retained r.elativity to assess its current CRM capabilities and develop a CRM strategy. 2) R.elativity performed an extensive analysis of the company's systems and processes, defined requirements, and estimated costs of various implementation scenarios. They identified commercial solutions that could meet requirements with configuration. 3) R.elativity developed a selection process including an evaluation model, wrote an RFI/RFP, and served as an advisor to the selection team. Following selection, r.elativity provided quality assurance and program management for the implementation. The CRM implementation enabled the company to improve customer experience and gain a unified view of customers across different business units

1. CAPABILITIES SUMMARY
Customer Relationship Management
(CRM) Strategy, Technology Selection and
Implementation Management Services
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2. Overview Selected Clients
• 15+ years experience in CRM strategy, technology
selection and implementation management
• Vendor-agnostic but competent with major CRM
platforms (e.g., Microsoft, Oracle, Pegasystems,
PeopleSoft, SAP, Salesforce.com, Siebel)
• Big 4 / Tier 1 integrator background with KPMG,
CSC, Oracle and Answerthink; practices solid
methodology-driven service delivery
• Relevant professional certifications (e.g., MCP,
OCP, PMP, Siebel Certified Business Analyst)
• Experience spanning multiple industries including
banking, chemicals, electronics, food and
beverages, government, health care/pharma,
retail and software
• SDB/MWBE with previous state-level
certifications
• Fully insured (PEO/liability and Workers’
Compensation coverage) 2

3. CRM Strategy Customer Experience
touch points and
Portal Taxonomy
•
Determine Check order Resolve a
Visioning
Obtain product Make an invoice
Determine product Register for an entitlement / status / Check licensing issue /
information and inquiry / Resolve a
suitability and fit event Check account fulfillment status / get authorization
pricing billing issue
status Receive products codes
Order products Received product
(software,
Attend an event
maintenance,
•
books)
Process Analysis
SHIPPING,
MARKETING LICENSE AND
Completed order
AND SALES BILLING
CUSTOMER
TECHNICAL TRAINING
• Customer Experience
Install products / SUPPORT AND Find out about
Get help with Diagnose a
installation / problem ENTERPRISE enterprise service
Activate product offerings
Find and download SERVICES
software, updates
and patches
Installed /
Actual product
activated product
issue Get product use
guidance / Figure
Find and register
•
Order services out how to do
for training classes
Conceptual Architecture
something (help or
Submit a problem Participate in user tutorial)
report / Get discussion forums
Use product
assistance with
resolving product
issues
Order training Execute project
Potential product Provide product
issue Check problem feedback and
status / Escalate suggestions
•
problem
Business Case
Check enterprise
Attend training services project
Provide status
Register for
Resolution performance
Technical Support
feedback
1.0 5.0 Solid Line – Broken Line –
2.0 3.0 4.0 6.0 7.0
Current vs Future State Opportunity
Quoting Order Entry Provisioning
Order
Support Renewals
No impact to impact to current
Management Processing current process process
LIMITED ANALYTICAL BASIC ANALYTICAL ADVANCED ANALYTICAL
Customer Number Rejected quote
CAPABILITIES CAPABILITIES CAPABILITIES
1.4
Strategic Accounts
& Asset ID Asset &
Check/validate
Start Pricing
Field Sales /
existing entitlements
Information 1.3
subsequent purchase 1.2 2.2 3.1
Capture Contract 2.1 Accepted
Capture Opportunity- Present Quote to Salesforce.com IMAPS MSS Data
1.1.01 Coordinator data Create Quote Quote DATABASE
specific info in SFDC Customer Quote-to-Order Warehouse
Submit request for (initial purchase) (Past, Current, (Sales
Asset information Asset & Future Data)
24x7 Account Service Setup worksheet Advertising Info)
Pricing
1.1.03
Information 1.1.05
`
Identify Asset & OLAP CUBES
Request for Assets info? Determine pricing
information for pricing `
Named Account orders
1.1.02 - Desktop Computer
Operations
WW Field
Asset & Pricing Information ArcSDE
Receive request for
Customer - Statistical Analysis Package Layers ANALYTICAL/PLANNING
Asset Information 3.2 3.3 - Desktop Computer SYSTEMS
& Asset
1.1.04 Input Order into Commit Order - Data Extraction Tools
Information
Exported WebOE - Spreadsheets
Export Asset & - Reporting Application ` `
Pricing information Excel - Discoverer
Spreadsheet
Subsequent purchase
- GIS GIS Statistical/ Marketing
Initial purchase
Committed
- GIS Analytics Package
MEDIA SCORECARD
Account Service
Provisioner
Contract and Order CURRENT 6 MONTHS FROM NOW 12 MONTHS FROM NOW
4.2 linked Assets w/24x7
4.1
Assign Assets to Account
Create New Account
Account Service Service
Service contract
contract
Order problem
Order Management
5.2
Rejected 5.4
Resolve Problems
Business Process 5.1
Review the Order
order
with Order
Process Product and
Fulfill Order
Accepted
Definition with order 5.3
Book Order Booked
Order
Filemaker ZipBuy NSA
i-Analyze
Filemaker ZipBuy NSA
i-Analyze
Swim Lanes Entitlement information ` `
Technical
support
6.1 6.2 6.3 Advertising GIS Advertising GIS
Determine Validate/Update Provide Technical
Entitlement by Asset/ Contract Coordinator Support (aka Case
Budget Budget
Contract Data (ad hoc) Management) System (ABS) System (ABS)
Entitlement information Conceptual Systems
Maintenance &
Renewals
MULTIPLE SYSTEMS / REDUCE STOVEPIPES
Renewal Order
7.1
Research Installed
Base/Create Pricing
7.2
Consolidate Service
Contracts
7.3
Validate/Update
Contract Coordinator
7.4
Enter Renewal
Orders
7.5
Perform Terminations
DUPLICATE DATA ENTRY Roadmap BETWEEN SYSTEMS
Data
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4. CRM Technology Selection Selection Criteria
and Process
Overview
SAS
SPSS
Sta
ta
ab Walgr
Minit ee
Integr ns
Sta Forec ated
ti sti as
Syste ting
ca m
• Evaluation Criteria / Models
• RFI/RFP Development SELECTION MATRIX – STATISTICAL ANALYSIS PACKAGE Page __ of __
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• Vendor Due Diligence
MINITAB 14
SAS 9
SPSS 13.0
STATA 8
STATISTICA 7
WALGREENS
INTERACTIVE
FORECASTING
SYSTEM
• Proof of Concept Demos
•
Selection Model
Source Selection Boards and Candidate Scoring
Selection Process Definition
and Execution Timeline
4

5. CRM Implementation Management Program Timeline with
Workstreams and Projects
• Scope, Issue and Risk
Technical Support Global Portfolio Roadmap
Apr ‘09 May ‘09 Jun ‘09 Jul ‘09 Aug ‘09 Sep ‘09 Oct ‘09 Nov ‘09 Dec ‘09
Enablement
Milestones
Portfolio
Portfolio Enablement Activities:
Finance/VSOE, Legal, Pricing, Service Definition
Management E-mail Elimination
Evaluate Collaboration Tools Select and Implement Collaboration Tools
eServices
(e.g., Chat, Co-Browsing) (e.g., Chat, Co-Browsing)
Future Initiatives
Knowledgebase Resolution Cleanup How-to Videos for Top Resolutions
(e.g., Forums,
Redirect Student/Grad Pack and Site License/RC Social Networks,
Enable Open Access to Tech Support Resources
End Users to Web or Site/Contract Coordinator Blogs)
• Workplan Management
Management
Enable Capture of Site/Contract Coordinator Data
Entitlement
Enhancements to Enable Future Maintenance Portfolio
Modify Systems to Support Add-on Maintenance Offerings
Services and Enable Visibility of Entitlements
(end date depends on approval of pricing model)
Management
• Budget Management
Follow-the-Sun Support Case Routing
Enable Advanced Support Case
Case
Enhanced Support Case Escalation Routing (e.g., Skills-Based)
(depends on direction and timing of Global Unified Contact Center)
Metrics Collection for Time Tracking/Reporting
Reporting
Implement Reporting Dashboard
• Vendor Management
Stand-Alone Reports
(depends on direction and timing of Global Unified Contact Center)
Dependencies for Future Capabilities:
Milestones
External
Global Unified Contact Center deployment (TBD)
Project
Learning Management System (LMS) for Video Delivery (TBD)
Global Unified Call Center Platform
Requirements Deliverable and Roadmap
6/1/2009
Process and System-level
View of Program Scope
Updateable Workplan
Extract for Status Reporting
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6. Case Study: Integrated Real Estate Information System
(IRIS) at the South Florida Water Management District
• Client:
The South Florida Water Management District (SFWMD) is a
regional, governmental agency that oversees the water resources in
a 16-county area stretching from Orlando to the Florida Keys.
SFWMD’s mission is to manage and protect water resources of the
region by balancing and improving water quality, flood control,
natural systems and water supply.
• Problem:
SFWMD needed to upgrade its landowner (CRM), real estate
acquisition and asset management systems in order support the
objectives of a massive new land acquisition program. Relevant data
was housed in two stand-alone systems plus multiple spreadsheets.
Reporting was difficult since various data sources (often with
conflicting data) had to be analyzed in an effort to obtain accurate
information. Workflow status was unavailable since land acquisition
workflows were not systematically tracked.
SFWMD retained r.elativity to perform an assessment of its current
systems and processes, lead the development of requirements, and
provide assistance in the evaluation and selection of the
replacement solution.
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7. Case Study (page 2)
• Actions:
r.elativity performed an extensive analysis of
Working with SFWMD’s Executive Sponsor and key over 30 different vendor applications, and
stakeholders, r.elativity defined the key system identified and rank-ordered several that would
requirements and developed the overall meet requirements with configuration and/or
conceptual architecture for the replacement customization. They developed and employed a
system. In order to obtain a common multi-attribute decision model to identify and
understanding of the need for and objectives of evaluate each of the potential solutions against
the new solution, r.elativity published and key criteria.
disseminated a simplified visual representation of
the key requirements, and came up with a new r.elativity wrote the Statement of Work (SOW)
name – Integrated Real Estate Information System, for the Request for Information and Request for
or IRIS, for the future solution. Proposals (RFI and RFP), and served as technical
advisor to the vendor selection team. Following
Following requirements definition, r.elativity selection of the preferred alternative, r.elativity
estimated the expected initial system acquisition was retained first to provide quality assurance
costs under various scenarios ranging from services, and then to serve as program
implementation of a packaged solution to management, coordinating the efforts of two
development of the system using custom separate implementation vendors.
development tools. They performed a “build
versus buy” analysis, and determined that a
commercial solution, if available, would be the
most cost effective solution.
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8. Case Study (page 3)
• Outcomes:
IRIS was successfully implemented, enabling the SFWMD to meet
the land acquisition requirements of the Comprehensive Everglades
Restoration Plan (CERP), a $9.5 billion project aimed at restoring the
South Florida ecosystem. IRIS consolidated all relevant information
within one database, and provided land acquisition specialists with a
360-degree view of the land acquisition process as well as
associated landowner and tract information
As a result of the implementation of IRIS, the number of workflow
steps was reduced from 224 to 12, the number of data fields was
reduced from 244 to 151, and the number of contact types was
reduced from 25 to 4. In conjunction with the implementation of
IRIS, 100% (57,000) of the bad owner contact records were cleaned
or purged from the database.
The IRIS program was the subject of a number of professional
publications, including being highlighted in ESRI’s ArcUser Magazine
and the subject of a presentation at the ESRI Users Conference.
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9. Executive Profile (page 1)
9

10. Executive Profile (page 2)
10

11. Case Study 2: CRM Assessment and Strategy for a
Fortune 50 Health Care Products Manufacturer
11

12. Case Study 3: CRM Strategy, Technology Selection and
Implementation for a Software Company
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13. Contact Information
David L. Boone, MSSM, PMP
1720 13th Street
Victoria, Virginia 23974 USA
1.888.759.7000
http://r.elativity.com
info@relativityCRM.com
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