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Roles and Responsibilities

RFP Process

August 1, 2021

Prepared for:

Netsync Internal Teams

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Netsync Internal Teams
RFP Process
Roles and Responsibilities

Table of Contents
Department Reference Guide .................................................................................. 3
Deadlines ...................................................................................................................... 5
Account Manager’s Responsibilities ........................................................................ 8
RFP Coordinator’s Responsibilities ........................................................................... 10
Inside Sales Representative’s Responsibilities ........................................................ 12
Solutions Architect’s Responsibilities ....................................................................... 14
Project Manager’s Responsibilities.......................................................................... 16

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Netsync Internal Teams
RFP Process
Roles and Responsibilities

Department Reference Guide


Below is a brief introduction to some of Netsync’s departments and their respective contacts:
 Accounting/Finance
Sherry Chen, Director of Finance, runs all aspects of the Accounting/Finance Department. Please
email accounting@netsync.com for accounting/finance-related questions.
 Corporate Editing
Angela Melone, Corporate Editor, manages the Editing Team. For editing requests, email
#Technical Editors.
 Human Resources
Use the email address, hr@netsync.com, to contact Human Resources.
 Inside Sales/Quotes
Cory Hopf, Director of Inside Sales, runs all aspects of the Inside Sales/Quotes department.
Please email chopf@netsync.com for questions about quotes and quotes@netsync.com for
questions specifically about end-user devices quotes.
 Legal
Nicole Nordhougen at legal@netsync.com, is our Legal Representative.
 Marketing
 The Netysnc Marketing Team is led by Shawn Sellers, Director of Vendor Management, who
coordinates efforts with our marketing partner, d2 digital designs. For Marketing materials and
forms, including PowerPoint presentation templates, go to our Netsync Marcom site. Reach out
to #Marketing with questions.
 Presales (Solutions Architecture) and Post-Sales (Engineering) Support Practice Managers
o Robert Eubanks – Enterprise Networks/Wireless
o Lee McChesney – Data Center
o Mike Griffin – Collaboration/IoT
o Dave Irek/Tom Haag – Optical/WAN Transport
o Marc Jabian – Cybersecurity
o Pam Taylor – Smart Net Total Care Service
o Warren Wilson – Physical Security
o Sathish Somanathan – App/Dev and Cloud
o Karl Houston (Interim) – Customer Experience
o Andy Wells (End User Technical Specialist) – End-User Devices
o Shannon Rico (Interim) – Managed Services
The Professional Services Team is led by Karl Houston, Executive Director of Strategic Services.

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Netsync Internal Teams
RFP Process
Roles and Responsibilities

 Project Management Office (PMO)


The PMO is led by Andrew Wagenhofer, PMO Manager. Email the team at # Project Managers.
 Proposals Team
Proposals are generally handled by region:
o North Texas – Soraia Vaughn
o Houston and Central Texas – Tejaswini (Wini) Bhate
o West and South Texas and Out-of-State – Karina Maldonado
o Florida and East Coast – Kay Alvarez
o Out-of-State – Tracy Chanthavong
o Federal – Jessica Howard
o Middle East/Africa (MEA) and Out-of-State Overflow – Nesrine Ibrahim
The Proposals Team is led by Angela Melone, Corporate Editor.
 Purchasing
Tiffany Hutto is Netsync’s Purchasing Lead. For purchasing information, email
purchasing@netsync.com.
 Sales
Jeff Barker, Executive Director of Sales – North Texas, California, Florida, Georgia, Tennessee,
Michigan
o Beau Devillier, Regional Sales Director – North Texas and MEA
o Yong Kim, Regional Sales Manager – California
Len Noble, Executive Director of Sales – Houston, Central Texas, Arizona, Chicago
o Kurt Sell, Regional Sales Director – Central Texas
o Joe Boglino, Federal Business Development Manager – Colorado
o Diana Berger, Operations Manager – McAllen
Tamer Hedayet, Senior Vice President, Global Services & International Markets – MEA
 Service Desk
For IT support, contact the Netsync Service Desk at servicedesk@netsync.com.

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Netsync RFP Process
RFP Coordinator Account Manager Solutions Architect Inside Sales
QUALIFY

Representative
AM Enters An RFP
Opportunity In CRM
At Least 2 Weeks
Prior To Due Date

RFP Coordinator Is SA Is Assigned ISR Is Assigned


Assigned Within 24 Hours Request SA Within 48 Hours Within 48 Hours Of
Of Opportunity Creation Of Opportunity Opportunity Creation
Creation Review RFP
Requirements
To
Managed Services Qualify RFP
Engage All Identify If SA Is Assigned
Resources Within 48 Hours Note Pricing And
Managed Services Within 48 Hours Bond Requirements
Of Assignment Is Required Of Opportunity
Creation
DEVELOP

Review RFP Send Initiation Create HLD, Draft


Requirements Email, Engage Partners SOW, & BOM Share BOM
(Inline Responses) Set Internal
Due Date To Request Distributor
48 Hours Prior Quote Or
To Actual Due Create Deal ID
Date
Submit Technical
Documentation Create Draft
Registration Pricing Sheet
Complete Forms Approval Process (Technical Summary,
Exceptions, Etc.)
DRAFT

Request Profiles Request Submit SOW & PSE


To Include References SOW & PSE Approval Verify Discounts
For Approval Process

Draft Proposal References Provide Final SOW Complete


(Insert SOW, Approval Process Datasheets Is Ready Pricing Sheet
References, Etc.) (If Required)
FINALIZE

Proposal AM Final Pricing ISR


Editing Process Approval Process Final Pricing
Approval Process

Finalize Draft Customer-facing


(Insert Pricing, Forms, Pricing Is Ready
Datasheets, Etc.)
SUBMIT

Send Final Draft Final Proposal


For Approval Approval Process

Final Proposal
Is Ready
For Submission

Final Proposal
Delivery
(Portal, Email, FedEx,
Or Hand Delivery)
Netsync Internal Teams
RFP Process
Roles and Responsibilities

Deadlines
The deadlines below will be standard for most RFPs. Some deadlines may need to be assigned earlier
due to external circumstances. In those cases, the updated timeline will be communicated during the
Kickoff Call or Action Items email process.

Internal Due Date – RFP Coordinator


Workload Dependent
The RFP Coordinator will set the internal due date in CRM and notify the team through an Initiation
Email. In general, RFPs that have to be delivered must be shipped out from the Netsync office 48 hours
before the actual due date. The internal due date is in place to allow 24 hours for the Technical Editor to
edit the draft and for the Account Manager (AM) and Solutions Architect (SA) to review the final
document. The RFP Coordinator will then print, package, and ship the proposal(s).

Final Pricing – Inside Sales Representative


Due by Internal Due Date
Completed pricing is due from the Inside Sales Representative (ISR) to the RFP Coordinator in customer-
facing format by the internal due date.

Prerequisites
 Draft pricing sheet

Escalation Procedure
The RFP Coordinator will send an email to the Inside Sales Manager, the Practice Manager, and the AM,
if this deadline is not met to allow the Inside Sales Manager and the Practice Manager to determine
what the delay may be and to give them a chance to step in and alleviate overwhelmed schedules or
escalate with parties that may be outside of our control.

Timeline – Project Manager


Due 1 Business Day Before Internal Due Date
If a timeline is required, then the Project Manager (PM) will complete the timeline and submit it in CRM
1 business day before the internal due date.

Prerequisites
 SOW/PSE approval

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Draft Pricing Sheet – Solutions Architect


Due 3 Business Days Before Internal Due Date
The ISR will need 48 hours to complete final pricing and receive approvals from the Inside Sales Manager
and AM. Therefore, Cisco estimates and draft pricing sheets must be submitted 3 business days before
the internal due date.

Note: All manufacturer quotes should also be gathered by this date. If the ISR needs to collect the
manufacturer quotes, then the SA must have the bills of materials (BOMs) for that manufacturer to the
ISR in advance.

Prerequisites
 SOW/PSE approval
 Design and list pricing

Escalation Procedure
If this deadline is not met, the ISR will send an email to the SA, Inside Sales Manager, Practice Manager,
AM, and RFP Coordinator for a status update.

References – Account Manager


Due 5 Business Days from Opportunity Entered
References should be requested within 2 days of the opportunity being entered in CRM, and approved
references should be provided to the RFP Coordinator within 5 business days of the opportunity being
entered.

Escalation Procedure
The RFP Coordinator will send a Warning Email highlighting pending references and copy the Corporate
Editor and respective Sales Director/Regional Manager.

Cover Letter – Account Manager


Due 2 Business Days Before Internal Due Date
If a custom cover letter is required, then the AM will provide the cover letter 2 business days before the
internal due date.

Escalation Procedure
The RFP Coordinator will send a Warning Email highlighting pending cover letter and copy the Corporate
Editor and respective Sales Director/Regional Manager.

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RFP Process
Roles and Responsibilities

Technical Documentation – Solutions Architect


Due 1 Business Day Before Internal Due Date
In cases where the RFP response will include technical documents beyond the standard SOW, e.g.,
technical summaries, answers to technical questions, etc., the remaining technical documents must be
submitted in CRM 1 business day before the internal due date to allow the Technical Editor time to edit.

Escalation Procedure
The RFP Coordinator will send a Warning Email highlighting pending technical documentation and copy
the Corporate Editor and respective Sales Director/Regional Manager.

Total Cost Estimate for Bid Bond – Inside Sales Representative


Due 4 Business Days Before Internal Due Date
In cases where final quote totals are unknown, the ISR will work with the SA and AM to determine a high
estimate to submit for bid bond requests. In general, it takes the bonding company several days to
process a bid bond. The RFP Coordinator will need to pick up the original bid bond from the local office
and have it signed.

SOW/PSE – Solutions Architect


Due 4 Business Days Before Internal Due Date
To allow 24 hours for the approval process, the SA will need to submit the SOW/PSE for approval 4
business days before the internal due date.

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Netsync Internal Teams
RFP Process
Roles and Responsibilities

Account Manager’s Responsibilities


It is the AM’s responsibility to provide all RFP documentation from the client and to coordinate strategy,
pricing, and design efforts, as well as attend any necessary preproposal meetings.
Note: RFPs entered with fewer than two-weeks’ notice will require approval through CRM from both the
Sales Director/Regional Manager AND Practice Manager. RFP Coordinators will not move forward until
they receive confirmation from both parties.
1. READ THE RFP DOCUMENT(S):
a. Understand bonds that are required (i.e., bid bond and/or payment and performance
bond).
b. Understand the RFP submittal process (portal, email, or hardcopy):
i. For email submissions, the AM is responsible.
c. Review requested pricing format.
d. Understand technologies/practices that will be included as part of the response.
e. Communicate with the Solutions Architect (SA) and Inside Sales Representative (ISR) to
determine all of the individual components that will be included in the quote, and
determine who is gathering the pricing for each item.
f. Communicate with the RFP Coordinator if an RFP is strategic, high-value, etc., as this will
help the RFP Coordinator to prioritize the RFPs they are working on.
2. Create opportunity:
a. Make sure to enter the RFP Due Date. If you do not include the due date, then the
opportunity will not appear on the RFP dashboard.
Note: The RFP Coordinator will assign the Internal Due Date.
3. Flag the appropriate indicators in CRM:
a. Enter the Bid type, Question Due Date, Practice/Technology(s), etc. If applicable, flag
Sales Engineer Request, E-Rate, etc.
Note: If it is an E-Rate bid, enter the Form 470 number in the opportunity under the
Description field.
4. Upload RFP documents and addenda to CRM:
a. Upload the RFP and any additional files (forms, pricing sheets, etc.) to the RFP folder in
CRM.
b. Upload addendums, as issued, to the RFP – Addendums folder in CRM.
i. Change the Addendum Included count on the opportunity; a CRM notification
will be sent to the team.
Note: If you happen to reach more than 10, cycle back to a count of 1.
Note: Set a calendar reminder to periodically check for addenda.
5. Ensure that, if it is a portal submission, Netsync is registered in the client portal by working
with Kristi Matsunaga – Legal, and enter the portal login information into the client account
page in CRM.
Note: It is the AM's responsibility to ensure that this gets completed and to upload the login
information into CRM as soon as the opportunity is created. Is it also the AM's responsibility to
ensure that the information is kept up-to-date.
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RFP Process
Roles and Responsibilities

6. Attend preproposal meetings.


7. Submit questions by Q&A deadline:
a. Determine the questions submittal method.
b. Check with the SA and the RFP Coordinator to determine the list of questions to submit.
8. Work with any subcontractors:
a. Work with any subcontractors to gather pricing and scope elements that will be
submitted as part of the response. Send this information to the ISR, SA, and RFP
Coordinator, as necessary, to be inserted into specific sections of the response.
Note: It is your responsibility to ensure subcontractors meet our internal deadlines.
9. Provide cover letter and references, if required:
a. Use the latest cover letter template located in AM Resources.
Note: If a custom cover letter is required, then the AM will provide the cover letter 2
business days before the internal due date.
b. Request references within 2 business days of the opportunity being entered, obtain
AM approval, and provide all required information.
Note: Approved references are due 5 business days after the opportunity was entered.
c. Escalation Procedure: The RFP Coordinator will send a Warning Email 24 hours before
the internal due date highlighting pending cover letter/references and copy the
Corporate Editor and respective Sales Director/Regional Manager.
10. Provide executive summary, if required, working with the SA.
11. Work with the ISR and SA on the strategy and pricing structure.
12. Review and approve final pricing and RFP response in CRM:
a. Upon approval, notify the RFP Coordinator and the rest of the team via email.
13. Update opportunity status:
a. Awarded Opportunity:
i. Once a response has been submitted, the RFP Coordinator will flag the RFP
Status as Complete. However, the opportunity remains open until it is closed as
won or lost. If Netsync receives an award notice but the client has not submitted
a PO, upload the award notice to CRM and update the RFP Status to Awarded.
b. Won Opportunity:
i. Purchasing will flag won opportunities, but you are responsible for tracking the
status of all opportunities under your accounts.
c. Lost Opportunity:
i. For lost opportunities, click on CLOSE AS LOST, and select a Status Reason from
the drop‐down menu (e.g., No Bid, Project Cancelled, Wrong Contact, etc.).
14. Submit post-award documentation.

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RFP Process
Roles and Responsibilities

RFP Coordinator’s Responsibilities


It is the RFP Coordinator’s responsibility to complete all forms, create and format the RFP response, and
gather all elements that will be included.

1. Read the RFP document(s):


a. Understand bonds that are required:
i. Bid bond.
ii. Payment and performance bond.
b. Understand the RFP submittal process (portal, email, or hardcopy):
i. Portal – Communicate with the ISR to determine who will complete each portal
submittal element.
ii. Email – Communicate with the AM to determine who will email the final
response.
iii. Hardcopy – Communicate with the AM to determine where it will ship and what
the necessary shipment times are (update internal due dates as necessary to
meet shipment dates).
c. Review requested pricing format.
d. Determine if standard due dates will allow all timelines to be met.
e. Determine if there is any ambiguity in the way the response needs to be submitted. If
so, submit the question(s) to the AM to submit as part of the Q&A process.
2. Validate that all resources are assigned:
a. If resources remain unassigned 3 days after opportunity is opened, escalate to
appropriate management to assign a resource (Inside Sales Manager, Practice Manager,
etc.).
b. Determine if a timeline will be required.
i. If a timeline is required, flag Timeline Required in CRM.
c. Determine if managed services will be required.
i. If managed services are required, ensure the AM flags Managed Services as an
additional Practice/Technology in CRM.
3. Send Initiation Email:
a. Send the Initiation Email to the team within 48 hours of assigning yourself to the RFP
opportunity.
4. Create Action Items list:
a. Create action items list and manage the full process from start to finish.
b. Email to team in the initiation or present during Kickoff Call.
5. Hold Kickoff and Status Update Calls for complex/large-scale RFPs.
6. Create RFP response draft:
a. Use the latest RFP template from SCOOP to create the RFP response draft.
b. Gather all required elements throughout the process, and upload draft to the RFP –
Draft folder in CRM.

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7. Acquire bid bond, when necessary:


a. Complete the Bid Bond Request form and send the request to the bonding company.
b. Pick up the bid bond from the bonding company’s local office and have the original copy
signed.
8. Complete all forms.
9. Send Warning Email, when necessary:
a. When response elements are not received by the necessary deadlines, follow the
appropriate escalation procedure.
b. Highlight outstanding items and send the Warning Email to the assigned resources 24
hours before the internal due date. Copy Corporate Editor and respective Sales
Director/Regional Manager.
10. Complete RFP response draft:
a. Submit completed RFP response draft to Technical Editor for final review by flagging
Submit for Corp. Editing in CRM.
b. Technical Editors will mark Corp. Editor Approved when they have reviewed the final
Word version of the template.
c. Convert to PDF and insert any other documents (e.g., network diagrams, data sheets,
certificate of insurance, pricing, etc.).
11. Finalize RFP response:
a. Upload final version to the RFP – Final folder and flag Final Proposal Ready in CRM.
b. Inform the AM and the rest of the team that the proposal is ready for the AM’s review
and signoff.
12. Submit RFP response via portal.
13. If required, prepare and ship proposals package and confirm delivery.
14. Flag the RFP Status as Complete.
15. Coordinate best and final offer (BAFO):
a. Change RFP Status back to In Progress.
b. Enter the BAFO due date in the RFP Due Date field.
c. Manage the BAFO submittal process.
16. Provide post-award documents, when necessary:
a. Complete 1295 forms and submit payment and performance bond requests.

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Netsync Internal Teams
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Inside Sales Representative’s Responsibilities


It is the ISR’s responsibility to complete customer-facing pricing and provide basic quality assurance (QA)
on the quote.

1. READ THE RFP DOCUMENT(S):


a. Understand bonds that are required:
i. Bid bond – Work with SA to determine the total cost estimate for the bid bond
request.
ii. Payment and performance bond – If required, add this to the pricing checklist.
Include pricing in final quote and mark off on the checklist once complete.
b. Understand the RFP submittal process (portal, email, or hardcopy).
c. Review requested pricing format.
i. Recognize if you need to include information within the pricing such as E-Rate
Eligibility, Lead Time, etc.
d. If extra time will be needed to complete requested pricing format, communicate to SA
and RFP Coordinator when draft pricing sheet is due.
e. Communicate with the SA and AM to determine all the individual components that will
be included in the quote, and determine who is gathering the pricing for each item. List
these items on the pricing checklist to verify that all are included in the final quote once
complete.
2. Create Cisco Deal IDs:
a. Determine if there is an existing Opportunity Incentive Program (OIP) first. If so, apply to
existing OIP.
3. Gather manufacturer pricing:
a. The SA or AM will do this in some cases, so communicate early in the process with the
SA and AM to determine what pricing components are needed and who will be
providing each.
b. Gather the necessary BOMs from the SA to obtain the manufacturing quotes that you
will be responsible for gathering.
c. Verify manufacturer pricing is placed in the Pricing – Manufacturer Pricing folder in
CRM.
i. It is your responsibility to provide QA and verify that all required final
manufacturer pricing is in this folder before completing final pricing, regardless
of which resource gathered the pricing.
4. Complete final pricing sheet:
a. Plug pricing structure into draft pricing sheet.
b. Provide QA validation of BOM:
i. The SA will submit a Cisco Estimate ID with the draft pricing sheet, as well as run
the Cisco BOM add-in on the draft pricing sheet. Validate that the Cisco BOM in
the draft pricing sheet matches the Cisco Estimate ID.
c. Add payment and performance bond pricing, if required.

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d. Send pricing sheet to AM and Inside Sales Director for final review, as required.
e. Format Excel document:
i. Hide columns that will not be customer facing.
ii. Validate that necessary headers are correct (Client Name, RFX Title, and RFX #).
If there are multiple pricing options, include the option name within the header.
iii. Format page breaks to guarantee all columns will print on a single page.
iv. When an Excel spreadsheet is required as part of the response, make a
customer-facing copy without any formulas and hidden columns, etc.
f. Complete pricing checklist.
g. Upload final pricing sheet and checklist to Pricing – Final Pricing folder in CRM and flag
Pricing Completed in the opportunity to send the necessary alerts.
h. Escalation Procedure: The RFP Coordinator will send a Warning Email 24 hours before
the internal due date highlighting pending pricing and copy the Inside Sales Director and
all other relevant managers.
5. Fill out RFP pricing forms and enter pricing elements for portal submittals:
a. Ensure you have the correct login credentials for portal entry.
i. These are located in the client account page in CRM, and the AM is responsible
for keeping them active and up-to-date.
6. Update Est. Revenue and Gross Profit fields:
a. If multiple options are being submitted, enter the lowest pricing option.
b. If multiple quotes are being submitted for an overall total, combine all quote and GP
totals.
7. BAFO:
a. Upload completed BAFO pricing sheet to Pricing – Final Pricing folder in CRM.

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Solutions Architect’s Responsibilities


It is the SA’s responsibility to provide a complete design, the draft pricing sheets, and all technical
documentation that will be part of the response.

1. READ THE RFP DOCUMENT(S):


a. Understand bonds that are required:
i. Bid bond – Work with ISR to determine the total cost estimate for the bid bond
request.
b. Understand the RFP submittal process (portal, email, or hardcopy).
c. Note technical documentation requirements.
i. SOW, technical summary, specification/datasheets, warranties, etc.
d. Review requested pricing format to clearly understand everything the customer is
requesting and the format it is required in and set SCOOP up to reflect this.
e. Communicate with the ISR to confirm the draft pricing sheet due date.
i. Plan accordingly to have final BOMs/list pricing/approved PSE all completed
before this date to allow for time to submit.
f. Communicate with the ISR and AM all the individual components that will be included in
the quote, and determine who is gathering the pricing for each item.
2. Question submittal:
a. Determine any questions that need to be submitted for clarification.
b. For portal:
i. SA will submit questions within the portal.
1. Portal sites and credentials can be found within the client account page
in CRM and are maintainted and kept up-to-date by the AM.
c. For email submittals:
i. SAs will email questions to the AM, and the AM will submit questions to the
client contact.
3. Complete design, PSE, and SOW:
a. Import CCWs/third-party BOMs using .xml SCOOP template to SCOOP.
b. Fill out PSE in SCOOP.
c. Upload SOW to CRM.
d. Upload BOM to the Engineering – TBA folder, and flag PSE Completed, SOW
Completed, and BOM Submitted in CRM.
4. Share third-party BOMs:
a. Gather pricing on items you took ownership of in initial planning. Upload all final
manufacturer pricing to the Pricing folder in CRM.
b. Provide BOMs to ISR and AM to gather pricing they will take ownership of.

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5. Complete draft pricing sheet in SCOOP:


a. Guarantee all items required in the quote are in place and the pricing sheet is formatted
to align with the sections required in the customer-facing format.
b. Align with customer price sheets/forms.
c. Separate sections based on pricing discount, if applicable.
Note: You will need to receive final pricing or know pricing structure ahead of time. If
manufacturer pricing is not completed by the time the draft pricing sheet is due, then
communicate with the ISR and AM to determine how it will look.
6. Once tech doc approver has approved SOW/PSE, the ISR will be notified via CRM notification
that the opportunity is ready to quote, if their name is entered in CRM.
7. Complete supporting technical documentation:
a. Complete any other supporting technical documentation that is required or that you
would like submitted with the response.
b. Upload to the Engineering – TBA folder in CRM, and flag Technical Documentation
Completed in the opportunity to send the necessary alerts.
i. Technical Documentation Completed should only be set to Yes once all SA-
required written elements are completed (SOW, PSE, and technical
documentation).
c. Escalation Procedure: The RFP Coordinator will send a Warning Email 24 hours before
the internal due date highlighting pending SA documentation and copy the Practice
Manager and all other relevant managers.
8. BAFO:
a. If required, update SOW and PSE and submit for approval.

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Roles and Responsibilities

Project Manager’s Responsibilities


It is the PM’s responsibility to provide a timeline, when required, for the RFP response.

1. Complete timeline
a. Once the Timeline Required field is flagged in CRM, a notification will be sent to the
PMO. The PM will need to assign themselves to the opportunity in CRM under the
Project Manager field.
b. When the SOW and PSE have been approved by the Tech Doc Approver for this
opportunity, a notification will be sent to the assigned PM. Use the PSE and SOW that
will be located in the Engineering folder to create the timeline.
c. Upload completed timeline to the RFP folder and flag Timeline Completed in the
opportunity to send the necessary alerts.

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