Proposal for CRM Development Services -...

All information contained herein is private and confidential. Distribution of this document is prohibited.

Copyright © 2006 TechWhale Solutions, Inc All Rights Reserved

Proposal for CRMDevelopment Services

Prepared by: Alan RanciatoTechWhale Solutions, Inc.

20547 Old Cutler Rd.Ste. 207

Miami, Florida 33189

(305) [email protected]

Monday, October 9th, 2006

TechWhale Solutions, Inc10/8/2006

Confidential 10/8/2006Copyright © 2006 TechWhale Solutions, Inc

Table of Contents

1. Project Definition.......................................................................................32. Scope of Effort ..........................................................................................4

2.1 Project Requirements ..........................................................................42.2 Phase 1 – Discovery & Requirements Gathering......................................62.3 Phase 2 – Technical Requirements ........................................................62.4 Phase 3 – Development .......................................................................62.5 Phase 4 – Testing / Implementation ......................................................6

3. Estimate of Work Effort ..............................................................................84. Technical Specifications..............................................................................95. Schedule of Fees .....................................................................................106. About TechWhale Solutions.......................................................................117. Acceptance .............................................................................................12



1. Project Definition

Based upon conversations between Alan Ranciato of TechWhale Solutions, Inc.(“TechWhale”) and parties representing Alliance Inspection Management (“AiM”), we understand that you may contract TechWhale’s services to build a customized Customer Relationship Management application.

The goal of this project is to customize an industry leading call tracking and appointment scheduling customer relationship management (CRM) system for AiM. This CRM application will be tailored for superior call handling and appointment efficiency in multiple automotive industries.

This proposal includes details of the initial phases of this project and outlines a high-level understanding of the latter phases.

Specifically, we have included within this proposal:

Scope of Effort Estimate of Work Effort Technical Specifications Schedule of Fees TechWhale Background



2. Scope of Effort

This project will be executed in multiple phases in order to properly estimate the effort required. The description and deliverables for each phase are provided below.

2.1 Project Requirements

TechWhale will build a customized customer and call tracking management system for AiM based on the following features and requirements. As this system will be built specifically for AiM, there will be no additional licensing or maintenance costs associated with the system.

Data import / loadAbility to load lessee portfolio data from different sources via web services

GeneralSearch capability for existing lessee, calls, appointments, and notes fieldsAdd and edit lessee, call, and appointment fields from a single screenAbility to view all call and appointment notes from a single screenAbility to link calls to lessee, appointments, and inspectionsAbility to handle scripting specific to clientSystem must be compatible across multiple call centers (web-based)Application should support multiple revenue types (manufacturers)

LesseesAdd new lessee account information if not previously loadedEdit lessee specific data (including e-mail)Add and edit lessee, call, and appointment fields from a single screen

Call trackingReportable notes history available for individual calls eventsAbility to view all activities for a specific call from a single screenTrack call statuses and results both inbound and outboundLink from call screen to view condition reports related to lessee from call screenLog all call activity both inbound and outbound (e.g. Promise, promise broken)Maintain call log history

InspectionsHandle multiple inspection types (home, dealer, dit, etc) and associate them with inspector skill levelsAbility to track and quickly access who performed the previous inspectionAdd and update inspector notesView inspection history for lessee from any part of the application

AppointmentsHandle ranking of potential appointments for various inspection typesAdd new appointments where existing lessee account information does not existAdd new appointment for existing lesseeEdit existing appointment dataClassify different types of appointments e.g. Re-inspection, disputes, repairAbility to select various cancel reasons



Reschedule existing appointments without having to cancel the existing appointmentTrack appointment statuses and resultsReportable notes history available for individual appointment activitiesMaintain appointment log historyMaintain contact information specific to the appointment including primary phone number. (lessee and contact person may not be the same)Schedule appointments from multiple data sources

Phone system integrationIntegration of auto dialer for outbound calls (making ws api available to telecom provider)Automatic calling feature to lessee on the previous day about appointment reminders calls (making ws api available to telecom provider)

AutomationAbility for system to automatically send e-mails for follow up (e.g. Courtesy call, system problem, etc)Automatic notification to dispatch of appointments that cannot be scheduled

ReportingAbility to print, email, and export to excel reportsCRM data such as new appointments, completed appointments, call back report, etc.Management reportingDrill down dashboard type presentation so users can discover what makes up the data or report being usedProvide historical reports that show trends and allow comparisons between time periodsUsers should be able to use report filters to build their own reports and run live or export them into excelAutomatically generate and publish reports at regular intervals to management, with no manual interventionAd-Hoc reporting - http://www.izenda.com/

Setup and customization requirementsAbility to define roles, access, and permissions of users, for example, departmental hierarchyAbility for system administrators to change all field labels to reflect client needsAbility to segment data into different access and permission groups to restrict accessAbility to add custom fields in order to import into and report on them.

Interface requirementsCommunicate call/appointment data and statuses between CRM and service power APIRequest call and appointment data from CRM to aim systemCall events – e.g. Call date, call status, call result, call outcomeCall logging – e.g. In-call talk time, out-call talk time, call wait time, appointment resultsPass data from aim system to CRMInspection data to associate calls and appointments to inspectionsDealer data to associate appointments with dealer locationsLessee data to associate an appointment with a lessee account

Support and helpE-mail notification to help desk based on problem type (e.g. User received a system error)Log all unhandled exceptions into error log with e-mail notification to help desk



2.2 Phase 1 – Discovery & Requirements Gathering

Phase 1 of this project is the requirements gathering phase. This consists of determining and documenting the desired end-result functionality of the system.

NOTE: To complete this phase according to schedule, we will require several meetings with AiM users and management to gather requirements and confirm the accuracy of the requirements.

DELIVERABLE:

Detailed business requirements document to outline all desired functionality. This will be the document used to determine the technical design requirements.

2.3 Phase 2 – Technical Requirements

Phase 2 of this project consists of building the technical requirements for the development phase. Based on your acceptance of the business requirements specified in Phase 1, the technical requirements document will serve as a blueprint for the development of the project. This document will include the detailed design of the system and its architecture.

DELIVERABLE:

Detailed technical requirements document and project plan with estimated timeline for the development phase of the project.

2.4 Phase 3 – Development

Phase 3 of this project consists of the development of the application. The effort required for this phase will be determined upon completion of Phase 2 (Technical Requirements).

DELIVERABLE:

Complete source code for integration. Documentation of all code and functionality.

2.5 Phase 4 – Testing / Implementation

Phase 4 of this project consists of testing and implementation of the system. TechWhale will provide technical testers and will address issues arising from end-user testing. AiM will be responsible for providing dedicated end-users to test the application’s functionality and verify performance.

DELIVERABLE:



Acceptance and Signoff of tested product by AiM. Product implementation in production environment. Training.



3. Estimate of Work Effort

The table below lists the estimated effort required to deliver the services / productsdescribed herein. The figures below are estimates and are subject to change upon identification of any additional project requirements.

As the project progresses and estimates are available for the latter phases of the project, an addendum will be added to this document to outline the additional effort needed and will require written approval by both parties. Any additional effort will be billed at the rates listed in this document.

Description of Work Est. Effort

Phase 1 – Discovery & Requirements Gathering User Discussions (16) (onsite) High Level Prototype (40) Business Requirements Document (40) Review / Modification (16)

RESOURCES: 1 Project MGR / Architect (100%)

112 Hrs.

Phase 2 – Technical Requirements Technical Requirements Document (40) Project Plan (8)

RESOURCES: 1 Project MGR / Architect (100%)

48 Hrs.

Phase 3 – Development Complete source code Reporting (~4-8 hours per report) Integration with external systems

RESOURCES: 1 Project MGR / Architect (50%)2 Developers (100%)

~90 days

Phase 4 –Testing / Implementation End-user testing to be provided by AiM Rework of discovered issues (50% onsite)

RESOURCES: 1 Project MGR / Architect (50%)1 Developer (100%)

~30 days

TOTAL HOURS (Phase 1 & Phase 2) 160 Hrs.



4. Technical Specifications

The project will be developed according to the following technical specifications:

Item Specification

Database Oracle 10gOperating System Windows 2003 serverApplication 2.0 Framework

ASP.NET VB.NETXML Webservices

Reporting Crystal Reports / Izenda for Ad-hocScheduling Service PowerPhone / PBX Integration To be provided by phone providerHosting To be provided by AiMDevelopment Environment To be provided by TechWhaleTesting / Staging Environment To be provided by AiMProduction Environment To be provided by AiM

AiM will procure all required licenses for the hardware and software necessary to run the application (e.g. Database, Server, Reporting, Scheduling, PBX).



5. Schedule of Fees

This project will be completed on a time and materials basis, in accordance with the requirements set forth in the previous sections.

Resource Hourly Rate

Project Manager / Architect $125

Sr. Developer $100Technical Writer – End user documentation $75Training $1200 / DayMaintenance / Support – To be determined based upon AiM’s requirements

Travel costs to be billed directly to AiM for actual costs incurred.

TechWhale will invoice AiM directly for products and services. Invoices will be submitted upon delivery of the services for each phase. Should a phase span across multiple months, invoices will be submitted at the end of each month to account for time and materials to date. A 25% deposit of the estimated costs for each phase will be required at the start of each phase. This deposit will be applied against the final invoice of the corresponding phase.

Invoices are due according to the terms set forth in the Consulting Agreement.



6. About TechWhale Solutions

Legal Company Name: TechWhale Solutions, Inc.

Company Type: Registered Florida CorporationYear Founded: Feb. 2004

Founder: Alan Ranciato10+ Years IT Experience6+ Years CRM Experience

Address: 20547 Old Cutler Rd.Suite # 207Miami, FL 33189

Phone: (305) 428-2851Fax: (305) 428-2851

Email: General Information: [email protected]: [email protected]: [email protected]

# of Employees: 4 full time + contractorsSample Clients: Liberty Financial (Mortgage Lending – Australia)

Ott-Lite Technology (Manufacturing) Trace Technology (Satellite / GPS Technology) PCMI (Insurance) Tadiran Telecom (Telecommunications) Opt Capital (Human Resource Management) Securance Consulting (Consulting Services)

TechWhale Solutions, Inc. (“TechWhale”) was formed in February 2004 as a privately held S-corporation based out of Florida. The primary business function of TechWhale is to develop and deliver CRM solutions.

TechWhale created BlueWhaleCRM, a web-based Customer Relationship Management solution in 2004. We specialize in delivering custom CRM solutions as well as CRM solutions based upon existing products including BlueWhaleCRM, Clarify, and Microsoft CRM.

We pride ourselves in providing the highest quality products and services and therefore hire only the most qualified people. As a result, we will not outsource any development work to offshore companies. The efficiencies we gain from having our people onsite and available to our management team and our clients greatly offsetsany perceived savings associated with an outsourced model. Full-time resources will be assigned to this project and resumes will be provided for approval by the client based upon resource availability at the start of the project.



7. Acceptance

Should the client choose to accept any of the items presented in this document, a consulting agreement will be provided to contract TechWhale’s services.

Signing this proposal signifies provisional acceptance pending the final consultingagreement. All terms from this agreement will carry over to the consulting agreement and throughout the life of the project unless specifically altered in writing.

AiM TechWhale Solutions, Inc.Name: Alan RanciatoTitle: President

Signature Signature

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