Proposal for CRM

Development Services

Prepared by: Alan Ranciato

TechWhale Solutions, Inc.
20547 Old Cutler Rd.
Ste. 207
Miami, Florida 33189
(305) 428-2851
info@techwhale.com
Monday, October 9th, 2006

All information contained herein is private and confidential.

Distribution of this document is prohibited.
Copyright 2006 TechWhale Solutions, Inc All Rights Reserved

TechWhale Solutions, Inc

10/8/2006

Table of Contents
1. Project Definition.......................................................................................3
2. Scope of Effort ..........................................................................................4
2.1
Project Requirements ..........................................................................4
2.2
Phase 1 Discovery & Requirements Gathering ......................................6
2.3
Phase 2 Technical Requirements ........................................................6
2.4
Phase 3 Development .......................................................................6
2.5
Phase 4 Testing / Implementation ......................................................6
3. Estimate of Work Effort ..............................................................................8
4. Technical Specifications..............................................................................9
5. Schedule of Fees ..................................................................................... 10
6. About TechWhale Solutions.......................................................................11
7. Acceptance ............................................................................................. 12

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1. Project Definition
Based upon conversations between Alan Ranciato of TechWhale Solutions, Inc.
(TechWhale) and parties representing Alliance Inspection Management (AiM), we
understand that you may contract TechWhales services to build a customized
Customer Relationship Management application.
The goal of this project is to customize an industry leading call tracking and
appointment scheduling customer relationship management (CRM) system for AiM.
This CRM application will be tailored for superior call handling and appointment
efficiency in multiple automotive industries.
This proposal includes details of the initial phases of this project and outlines a highlevel understanding of the latter phases.
Specifically, we have included within this proposal:

Scope of Effort
Estimate of Work Effort
Technical Specifications
Schedule of Fees
TechWhale Background

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2. Scope of Effort
This project will be executed in multiple phases in order to properly estimate the
effort required. The description and deliverables for each phase are provided below.

2.1

Project Requirements

TechWhale will build a customized customer and call tracking management system
for AiM based on the following features and requirements. As this system will be
built specifically for AiM, there will be no additional licensing or maintenance costs
associated with the system.
Data import / load
Ability to load lessee portfolio data from different sources via web services
General
Search capability for existing lessee, calls, appointments, and notes fields
Add and edit lessee, call, and appointment fields from a single screen
Ability to view all call and appointment notes from a single screen
Ability to link calls to lessee, appointments, and inspections
Ability to handle scripting specific to client
System must be compatible across multiple call centers (web-based)
Application should support multiple revenue types (manufacturers)
Lessees
Add new lessee account information if not previously loaded
Edit lessee specific data (including e-mail)
Add and edit lessee, call, and appointment fields from a single screen
Call tracking
Reportable notes history available for individual calls events
Ability to view all activities for a specific call from a single screen
Track call statuses and results both inbound and outbound
Link from call screen to view condition reports related to lessee from call screen
Log all call activity both inbound and outbound (e.g. Promise, promise broken)
Maintain call log history
Inspections
Handle multiple inspection types (home, dealer, dit, etc) and associate them with inspector skill levels
Ability to track and quickly access who performed the previous inspection
Add and update inspector notes
View inspection history for lessee from any part of the application
Appointments
Handle ranking of potential appointments for various inspection types
Add new appointments where existing lessee account information does not exist
Add new appointment for existing lessee
Edit existing appointment data
Classify different types of appointments e.g. Re-inspection, disputes, repair
Ability to select various cancel reasons

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Reschedule existing appointments without having to cancel the existing appointment

Track appointment statuses and results
Reportable notes history available for individual appointment activities
Maintain appointment log history
Maintain contact information specific to the appointment including primary phone number. (lessee and
contact person may not be the same)
Schedule appointments from multiple data sources
Phone system integration
Integration of auto dialer for outbound calls (making ws api available to telecom provider)
Automatic calling feature to lessee on the previous day about appointment reminders calls (making ws
api available to telecom provider)
Automation
Ability for system to automatically send e-mails for follow up (e.g. Courtesy call, system problem, etc)
Automatic notification to dispatch of appointments that cannot be scheduled
Reporting
Ability to print, email, and export to excel reports
CRM data such as new appointments, completed appointments, call back report, etc.
Management reporting
Drill down dashboard type presentation so users can discover what makes up the data or report being
used
Provide historical reports that show trends and allow comparisons between time periods
Users should be able to use report filters to build their own reports and run live or export them into excel
Automatically generate and publish reports at regular intervals to management, with no manual
intervention
Ad-Hoc reporting - http://www.izenda.com/
Setup and customization requirements
Ability to define roles, access, and permissions of users, for example, departmental hierarchy
Ability for system administrators to change all field labels to reflect client needs
Ability to segment data into different access and permission groups to restrict access
Ability to add custom fields in order to import into and report on them.
Interface requirements
Communicate call/appointment data and statuses between CRM and service power API
Request call and appointment data from CRM to aim system
Call events e.g. Call date, call status, call result, call outcome
Call logging e.g. In-call talk time, out-call talk time, call wait time, appointment results
Pass data from aim system to CRM
Inspection data to associate calls and appointments to inspections
Dealer data to associate appointments with dealer locations
Lessee data to associate an appointment with a lessee account
Support and help
E-mail notification to help desk based on problem type (e.g. User received a system error)
Log all unhandled exceptions into error log with e-mail notification to help desk

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2.2

Phase 1 Discovery & Requirements Gathering

Phase 1 of this project is the requirements gathering phase. This consists of

determining and documenting the desired end-result functionality of the system.
NOTE: To complete this phase according to schedule, we will require several
meetings with AiM users and management to gather requirements and confirm the
accuracy of the requirements.
DELIVERABLE:
Detailed business requirements document to outline all desired functionality. This
will be the document used to determine the technical design requirements.

2.3

Phase 2 Technical Requirements

Phase 2 of this project consists of building the technical requirements for the
development phase. Based on your acceptance of the business requirements
specified in Phase 1, the technical requirements document will serve as a blueprint
for the development of the project. This document will include the detailed design
of the system and its architecture.
DELIVERABLE:
Detailed technical requirements document and project plan with estimated timeline
for the development phase of the project.

2.4

Phase 3 Development

Phase 3 of this project consists of the development of the application. The effort
required for this phase will be determined upon completion of Phase 2 (Technical
Requirements).
DELIVERABLE:

Complete source code for integration.

Documentation of all code and functionality.

2.5

Phase 4 Testing / Implementation

Phase 4 of this project consists of testing and implementation of the system.

TechWhale will provide technical testers and will address issues arising from enduser testing. AiM will be responsible for providing dedicated end-users to test the
applications functionality and verify performance.
DELIVERABLE:

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Acceptance and Signoff of tested product by AiM.

Product implementation in production environment.
Training.

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3. Estimate of Work Effort

The table below lists the estimated effort required to deliver the services / products
described herein. The figures below are estimates and are subject to change upon
identification of any additional project requirements.
As the project progresses and estimates are available for the latter phases of the
project, an addendum will be added to this document to outline the additional effort
needed and will require written approval by both parties. Any additional effort will
be billed at the rates listed in this document.
Description of Work
Phase 1 Discovery & Requirements Gathering
User Discussions (16) (onsite)
High Level Prototype (40)
Business Requirements Document (40)
Review / Modification (16)

Est. Effort
112 Hrs.

RESOURCES:
1 Project MGR / Architect (100%)
Phase 2 Technical Requirements
Technical Requirements Document (40)
Project Plan (8)

48 Hrs.

RESOURCES:
1 Project MGR / Architect (100%)
Phase 3 Development
Complete source code
Reporting (~4-8 hours per report)
Integration with external systems

~90 days

RESOURCES:
1 Project MGR / Architect (50%)
2 Developers (100%)
Phase 4 Testing / Implementation
End-user testing to be provided by AiM
Rework of discovered issues (50% onsite)

~30 days

RESOURCES:
1 Project MGR / Architect (50%)
1 Developer (100%)

TOTAL HOURS (Phase 1 & Phase 2)

160 Hrs.

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4. Technical Specifications
The project will be developed according to the following technical specifications:
Item

Specification

Database
Operating System
Application

Oracle 10g
Windows 2003 server
2.0 Framework
ASP.NET
VB.NET
XML Webservices
Crystal Reports / Izenda for Ad-hoc
Service Power
To be provided by phone provider
To be provided by AiM
To be provided by TechWhale
To be provided by AiM
To be provided by AiM

Reporting
Scheduling
Phone / PBX Integration
Hosting
Development Environment
Testing / Staging Environment
Production Environment

AiM will procure all required licenses for the hardware and software necessary to run
the application (e.g. Database, Server, Reporting, Scheduling, PBX).

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5. Schedule of Fees
This project will be completed on a time and materials basis, in accordance with the
requirements set forth in the previous sections.

Resource

Hourly Rate

Project Manager / Architect

Sr. Developer
Technical Writer End user documentation
Training
Maintenance / Support To be determined based upon AiMs
requirements

$125
$100
$75
$1200 / Day

Travel costs to be billed directly to AiM for actual costs incurred.

TechWhale will invoice AiM directly for products and services. Invoices will be
submitted upon delivery of the services for each phase. Should a phase span across
multiple months, invoices will be submitted at the end of each month to account for
time and materials to date. A 25% deposit of the estimated costs for each phase will
be required at the start of each phase. This deposit will be applied against the final
invoice of the corresponding phase.
Invoices are due according to the terms set forth in the Consulting Agreement.

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6. About TechWhale Solutions

Legal Company Name:
Company Type:
Year Founded:
Founder:
Address:

Phone:
Fax:
Email:
# of Employees:
Sample Clients:

TechWhale Solutions, Inc.

Registered Florida Corporation
Feb. 2004
Alan Ranciato
10+ Years IT Experience
6+ Years CRM Experience
20547 Old Cutler Rd.
Suite # 207
Miami, FL 33189
(305) 428-2851
(305) 428-2851
General Information: info@techwhale.com
Support: support@techwhale.com
Sales: sales@techwhale.com
4 full time + contractors
Liberty Financial (Mortgage Lending Australia)
Ott-Lite Technology (Manufacturing)
Trace Technology (Satellite / GPS Technology)
PCMI (Insurance)
Tadiran Telecom (Telecommunications)
Opt Capital (Human Resource Management)
Securance Consulting (Consulting Services)

TechWhale Solutions, Inc. (TechWhale) was formed in February 2004 as a privately

held S-corporation based out of Florida. The primary business function of TechWhale
is to develop and deliver CRM solutions.
TechWhale created BlueWhaleCRM, a web-based Customer Relationship Management
solution in 2004. We specialize in delivering custom CRM solutions as well as CRM
solutions based upon existing products including BlueWhaleCRM, Clarify, and
Microsoft CRM.
We pride ourselves in providing the highest quality products and services and
therefore hire only the most qualified people. As a result, we will not outsource any
development work to offshore companies. The efficiencies we gain from having our
people onsite and available to our management team and our clients greatly offsets
any perceived savings associated with an outsourced model. Full-time resources will
be assigned to this project and resumes will be provided for approval by the client
based upon resource availability at the start of the project.

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7. Acceptance
Should the client choose to accept any of the items presented in this document, a
consulting agreement will be provided to contract TechWhales services.
Signing this proposal signifies provisional acceptance pending the final consulting
agreement. All terms from this agreement will carry over to the consulting
agreement and throughout the life of the project unless specifically altered in writing.

AiM
Name:
Title:

TechWhale Solutions, Inc.

Alan Ranciato
President

Signature

Signature

Date

Date

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