- concept,
- feasbility and design,
- build,
- training and testing,
- project review and close.
Get your plan now
- Project template user guide (PDF)
- Software Plan (Word) - notes on the project
- Software-ProjectPlan-IT (Microsoft Project Document)
- Software-ProjectPlan-IT (PDF)
- Software-ProjectPlan-IT-version-2007
About this software project
This project was to design, deploy, configure and test SaaS Customer Relationship Management software. It was managed using an in-house Project Management method, but to make the plan usable for a wide audience we have used a lifecycle based on the Association of Project Management, Body of Knowledge (APM BoK). The industry specific tasks and logic have remained the same.It is important to note that this plan has not gone through any resource levelling. This is deliberate as every project is unique and before you level the plan you will need to configure it for your project for example: adding tasks, changing resource allocation, and adjusting task predecessors and successors. The User Guide explains how to configure your plan.
What you get with your plan
The schedule and user guide are in a compressed .zip file. Once you have downloaded and 'unzipped' the file. You will see these docs:- Project template user guide (PDF)
- Software Plan (Word) - notes on the project
- Software-ProjectPlan-IT (Microsoft Project Document)
- Software-ProjectPlan-IT (PDF)
- Software-ProjectPlan-IT-version-2007
Using this template with Microsoft Project online
These templates work with Microsoft Project's cloud solution - Project Online. Simply click New project and select Import.Tailoring your template for your project
Warning - you need to tailor these plans to your project. The user guide in the zip file with your plan, explains how to add, remove and edit tasks and takes you through the things you need to check step-by-step.Download your plan
- Project template user guide (PDF)
- Software Plan (Word) - notes on the project
- Software-ProjectPlan-IT (Microsoft Project Document)
- Software-ProjectPlan-IT (PDF)
- Software-ProjectPlan-IT-version-2007
Example project schedule for an office move
Example project schedule for a Warehouse build
List of tasks
| CRM Project Global Rollout |
| Concept |
| Options generated |
| Candidate solutions presented to Steering Group |
| Authorise option for feasibility |
| Feasibility - Download your plan now
|
| Requirements and design workshops |
| Actions following design workshop completed |
| Functional design complete |
| Technical design complete |
| Revisions |
| Approval of design documentation received |
| Business case developed |
| Project plan complete |
| Project Management Plan completed (including Business case and Project Plan) |
| Approval of Project and design documentation |
| Client and CRM Provider resources in place |
| Training (1 database administrator from each call center or group of call centers) |
| Installation for admin training |
| Installation to all agent desktops |
| Trainer preparation |
| System Admin training |
| Implementation/delivery phase - Download your plan
|
| Custom functions and web page templates |
| Client upgrades and new functionality in place |
| Coaching and assistance for Client resource use XML api |
| Integration with Client contact database - contact ID look up |
| Product ref. search - search for product number and return product specific knowledge |
| Custom search area |
| Custom functions for pages complete |
| SSI files, CSS files and all assets received from Client |
| Create template - Look and feel CRM Provider hosted pages |
| Look and feel Client hosted pages |
| Integrate custom functions in user journey finalise design of UK web pages |
| Design of hosted pages approved and signed off |
| Global level and UK configuration - Download your plan |
| Staff configuration |
| Staff logins |
| Staff report and view access |
| Staff Permission profiles |
| Staff interfaces tailored to meet Client requirements |
| Tailor menus and add Client specific fields |
| Countries and counties |
| Client specific fields |
| Global settings and Client specific text/labels |
| Contact Center configuration |
| Client standard messages |
| Search settings |
| Excluded words |
| Non working time |
| Service Level agreements |
| Automated responses |
| Knowledgebase |
| Identify existing FAQs and useful content |
| Develop and sign-off knowledgebase taxonomy (categorisation) |
| Input taxonomy |
| Knowledgebase statuses |
| Knowledgebase permissions |
| Knowledgebase workflow |
| Knowledgebase Client specific fields |
| Create FAQs in CRM provider software |
| Ticket/email Management |
| Email workflow |
| Email statuses |
| Email queuing |
| Email priority |
| Email close statuses |
| Email Client specific fields |
| Email templates (standard emails) |
| Online agent |
| Online agent queues |
| Agent availability |
| Online agent workflow/routing |
| Configuration settings |
| Customers and companies |
| Contact- Client specific menus |
| Contact statuses |
| Contact - Client specific fields |
| Company - Client specific menus |
| Company statuses |
| Company - Client specific fields |
| Test and deploy |
| CRM Provider testing |
| UAT |
| Fixes following UAT |
| Client Super users and administrators training call center staff |
| Change URLs on Client UK corporate sites from static FAQ pages to new CRM Provider site |
| Go live UK |
| Go live support |
| Country rollout - local variations |
| Translate all FAQs for country sites |
| Create Country FAQs in CRM Provider |
| Client CRM Provider Administrators source Local level data |
| Client source 3rd party data e.g. contact data from legacy systems |
| Spain - Download your plan |
| Local configuration |
| Staff logins |
| Staff report and view access |
| Staff Permission profiles |
| Local standard messages |
| Search settings |
| Excluded words |
| Non working time |
| Service Level agreements |
| Automated responses |
| Local web page make up |
| Copy CRM Provider web page templates to local site |
| Make up pages (correct any formatting/functionality issues) |
| Copy Client web page templates to country site |
| Make up pages (correct any formatting/functionality issues) |
| Data upload |
| Contact upload |
| Organization upload |
| Test and deploy |
| CRM Provider testing |
| UAT |
| Fixes following UAT |
| Client Super users and administrators training call center staff |
| Change URLs to point to CRM web pages |
| Go live (Spain) |
| Go live support |
| France |
| Local configuration |
| Staff logins |
| Staff report & view access |
| Staff Permission profiles |
| Local standard messages |
| Search settings |
| Excluded words |
| Non working time |
| Service Level agreements |
| Automated responses |
| Local web page make up |
| Copy CRM Provider web page templates to local site |
| Make up pages (correct any formatting/functionality issues) |
| Copy Client web page templates to country site |
| Make up pages (correct any formatting/functionality issues) |
| Data upload |
| Contact upload |
| Organization upload |
| Test and deploy |
| CRM Provider testing |
| UAT |
| Fixes following UAT |
| Client Super users and administrators training call center staff |
| Change URLs to point to CRM web pages |
| Go live (France) |
| Go live support |
| Germany |
| Local configuration |
| Staff logins |
| Staff report & view access |
| Staff Permission profiles |
| Local standard messages |
| Search settings |
| Excluded words |
| Non working time |
| Service Level agreements |
| Automated responses |
| Local web page make up |
| Copy CRM Provider web page templates to local site |
| Make up pages (correct any formatting/functionality issues) |
| Copy Client web page templates to country site |
| Make up pages (correct any formatting/functionality issues) |
| Data upload |
| Contact upload |
| Organization upload |
| Test and deploy |
| CRM Provider testing |
| UAT |
| Fixes following UAT |
| Client Super users and administrators training call center staff |
| Change URLs to point to CRM web pages |
| Go live (Germany) |
| Go live support |
| Netherlands |
| Local configuration |
| Staff logins |
| Staff report & view access |
| Staff Permission profiles |
| Local standard messages |
| Search settings |
| Excluded words |
| Non working time |
| Service Level agreements |
| Automated responses |
| Local web page make up |
| Copy CRM Provider web page templates to local site |
| Make up pages (correct any formatting/functionality issues) |
| Copy Client web page templates to country site |
| Make up pages (correct any formatting/functionality issues) |
| Data upload |
| Contact upload |
| Organization upload |
| Test and deploy |
| System Testing |
| UAT |
| Fixes following UAT |
| Client Super users and administrators training call center staff |
| Change URLs to point to CRM web pages |
| Go live (Netherlands) |
| Go live support |
| Mexico |
| Local configuration |
| Staff logins |
| Staff report & view access |
| Staff Permission profiles |
| Local standard messages |
| Search settings |
| Excluded words |
| Non working time |
| Service Level agreements |
| Automated responses |
| Local web page make up |
| Copy CRM Provider web page templates to local site |
| Make up pages (correct any formatting/functionality issues) |
| Copy Client web page templates to country site |
| Make up pages (correct any formatting/functionality issues) |
| Data upload |
| Contact upload |
| Organization upload |
| Test and deploy |
| System Testing |
| UAT |
| Fixes following UAT |
| Client Super users and administrators training call center staff |
| Change URLs to point to CRM web pages |
| Go live (Mexico) |
| Go live support |
| Canada |
| Local configuration |
| Staff logins |
| Staff report & view access |
| Staff Permission profiles |
| Local standard messages |
| Search settings |
| Excluded words |
| Non working time |
| Service Level agreements |
| Automated responses |
| Local web page make up |
| Copy CRM Provider web page templates to local site |
| Make up pages (correct any formatting/functionality issues) |
| Copy Client web page templates to country site |
| Make up pages (correct any formatting/functionality issues) |
| Data upload |
| Contact upload |
| Organization upload |
| Test and deploy |
| System Testing |
| UAT |
| Fixes following UAT |
| Client Super users and administrators training call center staff |
| Change URLs to point to CRM web pages |
| Go live (Canada) |
| Go live support |
| Brazil |
| Local configuration |
| Staff logins |
| Staff report & view access |
| Staff Permission profiles |
| Local standard messages |
| Search settings |
| Excluded words |
| Non working time |
| Service Level agreements |
| Automated responses |
| Local web page make up |
| Copy CRM Provider web page templates to local site |
| Make up pages (correct any formatting/functionality issues) |
| Copy Client web page templates to country site |
| Make up pages (correct any formatting/functionality issues) |
| Data upload |
| Contact upload |
| Organization upload |
| Test and deploy |
| System Testing |
| UAT |
| Fixes following UAT |
| Client Super users and administrators training call center staff |
| Change URLs to point to CRM web pages |
| Go live (Brazil) |
| Go live support |
| Rollout - Download your plan |
| Local configuration |
| Staff logins |
| Staff report & view access |
| Staff Permission profiles |
| Local standard messages |
| Search settings |
| Excluded words |
| Non working time |
| Service Level agreements |
| Automated responses |
| Local web page make up |
| Copy CRM Provider web page templates to local site |
| Make up pages (correct any formatting/functionality issues) |
| Copy Client web page templates to country site |
| Make up pages (correct any formatting/functionality issues) |
| Data upload |
| Contact upload |
| Organization upload |
| Test and deploy |
| System Testing |
| UAT |
| Fixes following UAT |
| Client Super users and administrators training call center staff |
| Change URLs to point to CRM web pages |
| Go live (Rollout) |
| Go live support |
| Taiwan |
| Local configuration |
| Staff logins |
| Staff report & view access |
| Staff Permission profiles |
| Local standard messages |
| Search settings |
| Excluded words |
| Non working time |
| Service Level agreements |
| Automated responses |
| Local web page make up |
| Copy CRM Provider web page templates to local site |
| Make up pages (correct any formatting/functionality issues) |
| Copy Client web page templates to country site |
| Make up pages (correct any formatting/functionality issues) |
| Data upload |
| Contact upload |
| Organization upload |
| Test and deploy - Download your plan |
| System Testing |
| UAT |
| Fixes following UAT |
| Client Super users and administrators training call center staff |
| Change URLs to point to CRM web pages |
| Go live (Taiwan) |
| Go live support |
| Scandinavia |
| Local configuration |
| Staff logins |
| Staff report & view access |
| Staff Permission profiles |
| Local standard messages |
| Search settings |
| Excluded words |
| Non working time |
| Service Level agreements |
| Automated responses |
| Local web page make up |
| Copy CRM Provider web page templates to local site |
| Make up pages (correct any formatting/functionality issues) |
| Copy Client web page templates to country site |
| Make up pages (correct any formatting/functionality issues) |
| Data upload |
| Contact upload |
| Organization upload |
| Test and deploy - Download your plan |
| System Testing |
| UAT |
| Fixes following UAT |
| Client Super users and administrators training call center staff |
| Change URLs to point to CRM web pages |
| Go live (Scandinavia) |
| Go live support |
| United States |
| Local configuration |
| Staff logins |
| Staff report & view access |
| Staff Permission profiles |
| Local standard messages |
| Search settings |
| Excluded words |
| Non working time |
| Service Level agreements |
| Automated responses |
| Local web page make up |
| Copy CRM Provider web page templates to local site |
| Make up pages (correct any formatting/functionality issues) |
| Copy Client web page templates to country site |
| Make up pages (correct any formatting/functionality issues) |
| Data upload |
| Contact upload |
| Organization upload |
| Test and deploy - Download your plan |
| System Testing |
| UAT |
| Fixes following UAT |
| Client Super users and administrators training call center staff |
| Change URLs to point to CRM web pages |
| Go live (United States) |
| Go live support |
| Singapore |
| Local configuration - Download your plan |
| Staff logins |
| Staff report & view access |
| Staff Permission profiles |
| Local standard messages |
| Search settings |
| Excluded words |
| Non working time |
| Service Level agreements |
| Automated responses |
| Local web page make up |
| Copy CRM Provider web page templates to local site |
| Make up pages (correct any formatting/functionality issues) |
| Copy Client web page templates to country site |
| Make up pages (correct any formatting/functionality issues) |
| Data upload |
| Contact upload |
| Organization upload |
| Test and deploy - Download your plan |
| System testing |
| UAT |
| Fixes following UAT |
| Client Super users and administrators training call center staff |
| Change URLs to point to CRM web pages |
| Go live (Singapore) |
| Go live support |
| Australia |
| Local configuration |
| Staff logins |
| Staff report & view access |
| Staff Permission profiles |
| Local standard messages |
| Search settings |
| Excluded words |
| Non working time |
| Service Level agreements |
| Automated responses |
| Local web page make up - Download your plan |
| Copy CRM Provider web page templates to local site |
| Make up pages (correct any formatting/functionality issues) |
| Copy Client web page templates to country site |
| Make up pages (correct any formatting/functionality issues) |
| Data upload - Download your plan |
| Contact upload |
| Organization upload |
| Test and deploy - Download your plan |
| System Testing |
| UAT |
| Fixes following UAT |
| Client Super users and administrators training call center staff |
| Change URLs to point to CRM web pages |
| Go live (Australia) |
| Go live support |
| Close - Download your plan |
| Post Project Review - Download your plan |
| Lesson Learned and Project Review Report |
| Handover to CRM Provider technical support |
| Closure of project approved by Steering Group |