CRM Requirements Definition and Deployment Process Overview
The CRM Core Team, user group Power users, Integration and Reporting teams will develop, evaluate and select a solution design that meets various requirements.
Define Technical Requirements:
The CRM Core Team and / or a third party implementation partner will translate the user stories that are in scope into functional and technical requirements.
Configure Salesforce CRM:
The CRM Core Team and / or a third party implementation partner will configure the CRM based on the functional and technical requirements.
Cleanse, Migrate, and Integrate Legacy Data:
The user group or a third party implementation partner will cleanse, match, transform, load and/or integrate legacy CRM data that exists in spreadsheets, databases or other CRM systems with Salesforce CRM.
Test cases will be developed by the CRM Core Team or a third party implementation partner that ensure the in scope functionality operates as expected. There may be multiple rounds of user group testing to provide feedback during the development process.
Deployment and Training:
The developed CRM functionality will be deployed and trained with user groups per a testing plan that will be developed jointly between the user group and the CRM Core Team.
Communication and Engagement:
Throughout the lifecycle of the enterprise CRM Deployment, user groups will engage in a variety of ways.
Participate in the Working Group to represent user needs and collaborate with the CRM Core Team and other Champions regarding enterprise issues
Power Users / Local Administrators: Collaborate with Power Users / Local Administrators from other user groups and the CRM Core Team to discuss common issues, best practices and future enhancements
Collaborate with other users, Power Users / Local Administrators and the CRM Core Team through discussion forums, office hours and lunch and learn sessions.
Follow-on Support and Enhancements:
Questions or issues will flow through a case management process from the user to the user group Power User / Local Administrators and escalate to the CRM Core Team if required. ND also has access to Salesforce Premier Support to resolve system issues in a timely manner.
Requested enhancements will flow through an evaluation and prioritization process that will provide visibility to requests that are in the queue and status. Requests and enhancements that are approved to proceed will follow the process mapping, user story development, scope determination, deployment and training process described above.