Professionalism

Preparing a Report

Read the following Project Briefing Document to understand the requirements. You are required to:
• Prepare a crisp Executive Summary Report to be presented to their Practice Manager
• Write a cover email to accompany the report asking for the right resources for the project

ClientCorp is a leading global provider of next-generation business collaboration and communications

solutions, providing unified communications, real-time video collaboration, contact center, networking
and related services to companies of all sizes around the world.

ClientCorp offers solutions in three major business collaboration and communications categories:
1. Unified Communications (UC)
2. Customer Experience Interaction Management (including Contact Center)
3. Networking

With revenue of over 5.171 billion USD ClientCorp employs approximately 16,000 people worldwide,
including approximately 2,800 research and development professionals. ClientCorp has approximately
10,000 channel partners worldwide, including system integrators, service providers, value-added resellers
and application developers who deliver global sales and service support. We are looking for partners in
Information Technology who will help us overcome our systems related issues. We would like to upgrade
our Service Case Management System in order to keep pace with the changing environment.

Current System Description:

The current case management solution was implemented in 1998 and the infrastructure has multiple
systems to handle various requirements, such as:
1. Call Center
2. Web Case Manager
3. Computer Telephony Integration
4. Knowledge Management
5. Large File Management
6. Return Merchandise Authorization (RMA)
7. Customer Management
8. Service Ticket Management

The Customer Care, Primary and Advanced Technical Support, and Escalation Support teams in the
company are facing the following key pain points on a daily basis with the current system.
1. High degree of customization now makes changes to the service requests expensive and time-
consuming
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2. Lack of automation requires error prone manual workarounds

3. Unable to effectively support new features such as comprehensive escalation handling,
collaboration via chat, and intelligent case routing
4. Knowledge tools are not integrated into the Case Management application
5. Unable to accurately track collaborative interactions and recording as part of case history
6. Lack of mobile capability for system access and visibility
7. Primitive integration with other systems limits productivity
8. High operating costs for infrastructure

The Requirement:
The project scope is to replace the current case management functionality with a new platform which can
enable the delivery of case support for our customers and partners.

These support processes include the customer’s web contact through a portal which can securely present
them their case history, install base information, and other support information relevant to them. Also
included is the delivery of real-time case activity measures delivered through roles-sensitive dashboards
and operational reports relevant to customers/partners, service managers, and executives.
In addition, this effort will focus on creating efficient processes and solution features which can enable
efficient and timely management of critical account issues and escalations. Key to success will be
integration of the new solution with our key internal systems, including telephony system for call
management, and our knowledgebase.

Integration is also required with our Customer Management, Asset Management, and Entitlement
systems. A selected set of case-related data from the current platform will need to be migrated to the
new platform. External-facing portals for case management will be required to support our customers
and service partners.

Could you please propose a solution according to our requirements and send it to us, so that we can
evaluate the same? You may send the response in a Microsoft PowerPoint format, the response should
contain
1. The proposed solution
2. High Level Timelines
3. Pricing (with the following components)
• One-time costs including project costs
• On-going costs
• Additional third party costs
• Maintenance and support costs
• Additional database or software licenses

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• Implementation costs and such cost guarantees

• Training and documentation costs, including on-going training, and documentation
• Post Implementation service costs

4. Also factor in the impact on costs due to a significant increase in: Number of users; Functional
scope changes managed by the system; Data volume through the system.