Review and Discovery Phase

After the Base Installation and Configuration Phase of the project has been completed, the MRH Business Consultant travels to the client’s location to perform the Review and Discovery Phase of the project. During the Review and Discovery Phase visit, having the entire project team from the client participate in order to provide feedback on the initial configuration and setup of Tour de Force is critical. During this phase of the project, the MRH Business Consultant reviews all of the sales processes that exist or are being planned as a part of the Tour de Force implementation, and then prepares a document that outlines the business process and rules that will be
put into practice at the time of the Go Live User Training.

Review of the Base Configuration

During the Review of the Base Configuration milestone, The MRH Technology Group reviews the base configuration of Tour de Force that has been completed using the information provided by the client in the Implementation Questionnaire. The process of reviewing the base configuration also serves as the base training for the Client Project Team. During this milestone, the MRH Business consultant reviews the form configuration of the key records in Tour de Force such as Accounts, Contacts, and Opportunities; to confirm the proper configurations are in place to meet the business requirements of the client. The MRH Technology Group uses this milestone as a precursor to the Business Process Assessment, Mapping, Documentation, and Review milestone.

One of the most essential factors in assessing the success of an implementation is whether the users of Tour de Force are able to perform daily tasks in a more efficient and productive manner. The MRH Technology Group strives to understand business processes of the client to ensure that all pertinent information that is needed is in Tour de Force. The ability of The MRH Technology Group to understand the “how” of a business is critical to a successful implementation.

Business Process Assessment, Mapping, Documentation & Review

After completing the Review of the Base Configuration milestone, The MRH Technology Group begins the Business Process Assessment, Mapping, Documentation, and Review milestone. The Business Process Assessment, Mapping, Documentation, and Review milestone is an important way for both the client and the MRH Business Consultant to learn what the critical success factors are for the Tour de Force implementation. With an adequate understanding of the existing and required business processes that may impact the users, The MRH Technology Group can properly document the business rules that will optimize the business processes to ensure a successful implementation of Tour de Force.

During the Business Process Assessment, Mapping, Documentation, and Review milestone, The MRH Technology Group reviews the existing systems and processes that are in place at the client. A series of interviews are conducted with the Client Project Team in order to develop a specific understanding of the business processes that are in operation and the business processes that need to be implemented. As a part of this process, specific bottlenecks that exist with the existing systems and procedures are identified, documented, and improved.

There are two primary goals of this milestone include:

1. Identify the efficient processes that exist and document these processes.
2. Identify the inefficient processes that exist, modify these processes based on known best practices, and then document the new processes.

The final step in the Business Process Assessment, Mapping, Documentation, and Review milestone is to identify the reporting that is required to properly measure the performance of the sales team against the new business processes.As a part of the Business Process Assessment, Mapping, Documentation, and Review milestone, additional topics may need to be discussed that could impact the defined business processes. The following is a list of general topics:

General Fit – What are the general goals and priorities of the company, and will technology help to achieve these goals and priorities of the company?

Goals and Objectives – What specifically does the company expect to accomplish with a Customer Relationship Management / Sales Automation strategy and solution?

Organizational Fit/Human Factors – What level of support and resistance is there for the project? Is the commitment to the project coming from the top of the organization?

Current Marketing Methodology / Process – What are the current business processes and policies the company is performing that need to be mapped into the solution?

Specific Requirements – Greater detail regarding the specific needs of the company.

Training Needs – What are the current computer skill levels of users and the future system administrator of Tour de Force? What logistical issues regarding training are relevant?

Security and Permission Structure – Who will have access to what information within Tour de Force?

After the assessment of the key business processes is completed, the MRH Business Consultant performs the task of mapping the business processes to the Tour de Force application. While performing this task, the MRH Business Consultant determines the appropriate configuration of the Tour de Force forms, features, and views to best support the business processes of the client.

Following the completion of the mapping task, the MRH Business Consultant completes this milestone by documenting the business processes and outlines the specific actions that will be performed by users within Tour de Force in order to standardize the daily performance of the business processes.

Base Training of Project Team

When the MRH Business Consultant is onsite during the Review and Discovery Phase, the MRH Business Consultant will schedule a 3-4 hour training session with the Client Project Team in order to get the Project Team started using Tour de Force in order to become proficient in the basic navigation of Tour de Force. After the Review and Discovery Phase, it is critical that the Client Project Team continues to use Tour de Force on a daily basis so that by the time the Go Live User Training milestone commences, the entire Project Team of the client is able to assist the new users with general questions.

Initial Reconciliation of the BSI Data

When the Business System Integration (BSI) module has been purchased, the Initial Reconciliation of the BSI Data becomes a vital milestone in the Review and Discovery phase of the project. Although the user interface that displays the BSI data is standard for all business systems that are connected to Tour de Force, how the data is calculated and populated may be different for all business systems. In many cases, a BSI Connector for one business system may have many different options on how sales are calculated. There are also cases where a client may have specific variables on how sales need to be calculated that other users of the same business system may not consider. In this case, additional modifications may need to be made to the BSI Connector by MRH to accommodate the client’s needs.

Therefore, once The MRH Technology Group installs the BSI Connector on the client’s system, it is critical that the client take the time to properly reconcile the sales and profit numbers against the sales reports that are most often used by the company to measure sales and profitability. One of the most common mistakes clients make is assuming that all the numbers are correct at first glance and not taking the time to closely compare what Tour de Force displays versus what reports generated from the business system display. The result of not reconciling the data before training is the loss of credibility to the users. If users are able to identify discrepancies in the
data during the Go Live User Training milestone, the long term credibility of the data is greatly tarnished.

During the Review and Discovery Phase visit, the MRH Business Consultant will allocate approximately a ½ day to work with the client’s BSI Specialist to step through the reconciliation of the BSI data and identify any discrepancies that exist. Any discrepancies that are identified will be documented by the MRH Business Consultant and given to the MRH BSI Specialist to work with the Client BSI Specialist to correct before the Go Live User Training milestone.

Configuration of Advanced Features and Modules of Tour de Force

Since Tour de Force is a robust CRM and Sales Force Automation software application, not all of the features, functionality, and modules should be implemented and set up during the Base Installation and Configuration milestone. Typically, the advanced features are reviewed in more detail during the Review and Discovery Phase, and the set up and configuration of the advanced features that will be included in the initial Go Live User Training are set up while the MRH Business Consultant is onsite during the Review and Discovery Phase.

Examples of the advanced features that are typically set up during the Review and Discovery Phase:

• Expense Management
• Quotes, Quote Templates, and Products
• Email Drafts and the Draft Editor
• Task Groups
• BSI Sales Goal Planning
• Line Item Forecasting on Opportunities
• Contract Management
• Event Management
• Mailer Module
• Advanced Set up of Manager Console
• Asset Management
• Support/Case Management

Delivery of “What’s in it for me?” Sessions to Sales team

Users need to understand the benefit for using Tour de Force. Users need to know that Tour de Force is not just a management reporting system. The MRH Technology group has designed a presentation for the individual users of Tour de Force. This presentation outlines the reasons why a user needs to use the system to meet their sales goals.

There are three main areas covered in the presentation:

1. Reinforcement of the value of having all information about anAccount record in one central location.
2. An overview of the concepts and value of managing activities, opportunities, and sales.
3. A review of how communications regarding the customer relationship are centrally located for all members of the sales team to access.

The presentation is delivered using web sessions and is usually scheduled just prior to the Go Live User Training milestone.

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