Professional Documents
Culture Documents
We Are iApps -
A Technology Company, focused on the next generation of Social, Mobile, Analytics and Cloud based Solutions
and Services
We Believe
Nimble, Adaptive and As-a-Service software solutions with superior Price-Performance ratio are the future of
enterprise computing
We Drive
Value-Led and Transformative solutions for our customers, enabling them for the future
Business Objectives &
ORACLE Service Cloud- RightNow Solution Overview
4
Business Objective
To help reduce time to manage service requests, productivity time and help build efficient & interactive platform to
To Increase Organizational Performance and provide platform for better End customer engagements and reduce
paper works.
Facilitate dashboard and reports to Management and Agents for Strategic decisions and quick data access.
Eliminate the need of multiple systems, manual efforts, bottle necks and redundant steps or process and deliver an
Ask A Question
Web Portal
Answers in
Customer
, Live Chat
Raise request
Receives Customer
from web / Live
Chat the Update satisfied
Campaigns
Feedback,
Survey,
Online
Customer gives the
Feedback (Survey)
Customer Service Agent / Manager
Communication
Service Agent
scripts, guides
templates,
update & resolve
Email
the Request
Update
customer
on the
Workflows
Notification
Manager
request
Review the
&
Request
Service Agent
Add Contact Verify Service request Works as
Desktop
Create a
& request & Management per the
Service
details from gets the Source & request Business
Request
customer instructions details Process
Implementation Scope
Module Name
Live Chat Management Configuration
Features Items included
Live Chat Management
Live Chat Management Up to 2 Chat queue creation
Setup Chat permissions
Defining Chat Hours &
Configuration & Settings
Chat Rules Routing live chats to the respective queue based on the business conditions
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Key Deliverables included in scope
List of Deliverables for Each Phase
Define CRP
Production
Kick Off Define Business Validate/ Training UAT Sign Off
Migration
Process Sign off
Dev. incl.
System
Initiate Analyze Data Configure Unit Testing Support
Testing
Migration
3 Week 6-7
Standard processes are
3 explained and configuration
adjusted iteratively UAT support,
End user training. Go live
preparation
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Out Of Scope
Activity Assumptions
Data migration, extraction & cleansing Data extraction from 3rd party system not included in scope of project
Change Management , Mobility, Social Organization change management will be responsibility of customer.
Enabling Social & Mobility will not be included in scope.
Telephony Integration (CTI) Installation & Configuration of any CTI / Middleware tools, third party
software's
Single Sign On Not included in scope of current project
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Project Resources
Delivery Head 1. Oversee the overall project and provide necessary inputs to the team in achieving the critical success
factors of the project | Keeps a track of the budget and is also responsible for customer satisfaction
Solution Architect 1. Primary point-of-contact; co-leader of all project activities in partnership with your organization's project
manager | Leads the weekly Project Status Meeting
2. Leverages and applies project management best practices
3. Manages expectations and issues, and ensures the project is on track to deliver results.
4. Facilitates the Project Results Meeting | Facilitates the Customer Care Transition Meeting.
Oracle RightNow 1. Understands user issues and translates them into requirements for the technology group
Functional
Consultant 2. Works directly with clients at all levels throughout the organization to help identify and clarify business
requirements | Prepares time and cost estimates based on guidance from technical consultants for
systems development and implementation.
Testers 1. Test effort estimation of the project | Prepare test strategy and test plan for the project | High level
testing of the flow of the Application software | Investigate potential defects and discuss them with
developers.
2. Prioritize test requirements and organized test cases accordingly
3. Prepare the end user documentation of the project flow for the User Acceptance Testing
For the project to be successful Customer must For the project to be successful within time & budget,
fulfil the following obligations: Customer must fulfill the following obligations:
1. Order Oracle Service Cloud prior to project start Provision of Oracle RightNow CX environment prior to
2. Assign a project manager to lead your staffs project start
efforts Assign a project manager to lead your staffs efforts
Assign experienced and empowered business and IT
3. Assign experienced and empowered business
and IT users to work closely with iApps users to work closely with iApps consultants according
consultants according to project plan (some full- to project plan (some full-time allocation may be
time allocation may be necessary at times). necessary at times)
Perform certain project tasks according to project plan
4. Perform certain project tasks according to
project plan such as a) provide data in format such as
specified by iApps b) customer side of Provide data in format specified by iApps
integration c) end user training Create Knowledge Base items
5. Arrange for a project executive sponsor and
End user training
project steering committee Arrange for a project executive sponsor and project
steering committee
6. Accept that part of the work performed by iApps Enablement of functionalities has the dependency of
Consulting will not be on-site
RightNow features purchased by customer
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Value Addition - Offerings
Value Addition - Service Offerings
Facility Management
Business Benefits