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GloCARE

A Unified Customer Service Solution for Gloco

Prepared by Team5® Consulting, LLC

Lilian Lee, Mark Legere, Eric Miller, & Gabriele Fariello

GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
-
200 Fall 2012

L. Lee, M. Legere, E.
Miller, G. Fariello

1

of
31

Executive
Summary

1.1

GLOCO International

GLOCO is a multi
-
national company
with $1.9B in annual sales and
specializing in durable medical
equipment. Their headquarters are in the U.S. with manufacturing and distribution in Europe, South
America, Asia and the United St
ates. GLOCO products include medical equipment, supplies, and
services.

GLOCO’s customers include hospitals, insurance companies, medical practices and consumers.
Recognized as one of the world’s leading medical manufacturers, GLOCO prides itself on the qu
ality of
their products and the service and support it provides to its customers.

1.2

Business Challenge

Through

mergers and acquisitions
, GLOCO has added new product lines to its portfolio while
strengthening existing ones. Many acquisitions were absorbed i
nto existing operations of the business
while others proved too large and complex to be fully integrated into existing operations. Through these
processes, operations organically coalesced into three large and distinct divisions:



Consumer Division

-

market
s durable devices that a consumer can use in
-
home with long useful
life spans. Examples include blood testing devices, oxygen delivery systems, and medication
delivery devices.



Industrial Division

-

includes equipment geared towards hospitals and large he
alth care
organizations. These products include MRI and Dialysis equipment.



Practices Division

-

services individual practices and small partnerships. Common items in this
division include blood pressure

and

EKG machines.

Over time, the separate
divisions have largely been able to streamline and standardize operations into
unified corporate processes and IT systems.

Unifying the Equipment Support and Service Organization (ESSO), however, remains a challenge. This
organization is responsible for c
ustomer support and field maintenance of the installed base. Within the
ESSO exist three separate Service and Support teams, one for each division. Strong leadership within the
Sales and Support team is the main reason they have survived as separate enti
ties. As GLOCO continues
to grow, the resource requirements imposed by maintaining separate and distinct
customer service and
field support infrastructures for all divisions are beginning to impose limits on the rate of that growth.

The following
weaknesses need to be addressed:

1.

Operations

1.1.

Redundant staff across 3 platforms

1.2.

Human Resource costs are almost double industry standard

1.3.

Large and disparate support staff grows weekly

2.

Technology

2.1.

Increasing IT hardware and licensing requirements

2.2.

3 separat
e development and support teams required

2.3.

Lack of flexibility in platforms limiting ability to differentiate with new features

3.

Service Quality

3.1.

Response times are not keeping pace with growth

3.2.

Customer Satisfaction and Net Promoter Scores are declining

Team5
® consulting

group will manage the systems integration and implementation activities.
Team5®
is
composed of a team of veteran information technology expert
s and

managers with decades of experience
in implementing information systems management solutions fo
r medium to large companies. Founded in
GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
-
200 Fall 2012

L. Lee, M. Legere, E.
Miller, G. Fariello

2

of
31

2012 and headquartered in Cambridge, MA,
Team5®
is a solutions
-
driven consultancy that brings
knowledge, expertise, tenacity, and dedication
to

process integration business challenges.

1.3

Proposed Solution

By consolidat
ing all service and support teams into a unified, standardized, and streamlined Equipment
Support and Service Organization (ESSO), GLOCO will be better able to address all of the presented
challenges. The emergent organization will provide a single point o
f entry and consistent operational
process across all divisions. The ESSO will no longer need to align separately across three divisions but
will align functionally, with each functional aspect of support providing services across all products.

We have con
ducted preliminary analysis of software vendors providing Customer Service and Support
(CSS) applications. The industry offers different platform and feature options covering areas that the

organization can expand. Our analysis has concluded that the CSS s
egment is mature enough to support
GLOCO’s needs.

We have considered both SaaS

(Software as a Service)

and hosted solutions. Working with GLOCO’s IT
organization we have identified Salesforce Service Cloud as the vendor best able to support GLOCO’s
needs.

By implementing a
Salesforce

Service Cloud solution, GLOCO will be able to:

1.

Align support teams and processes around a single web
-
centric case
-
based application

2.

Normalize workflows across
access
channels and functions

that serve all current and future di
visions


2.1.

Traditional Phone, Voice / VPN, and Email

2.2.

Mobile

2.3.

Community

2.4.

Social

2.5.

Knowledge

3.

Reduce time taken to close cases and incidents

4.

Digitize data and communication

4.1.

Mobile device interfaces

4.2.

Electronic notification and communications

5.

Customiz
e

and Configur
e

6.

Internal data integration capabilities

7.

Improve

i
nformation

available to management

1.3.1

Resources

In addition to the dedicated resources of
Team5
®’s

four most senior consultants, GLOCO’s Application
IT team will provide

either directly or through an approved t
hird party
:



System and software engineering resources needed to implement the.



Any required systems analysts, and quality assurance engineers.



Systems and software engineers necessary to develop interfaces with existing back office
applications and data.



Ready access to division managers and business leaders

By working closely as a tightly integrated team, GLOCO and
Team5
® will

best be able to capitalize on
both internal business knowledge

and external domain expertise.

1.4

Existing Systems Review

Gloco is cu
rrently operated as three separate divisions with a significant level of redundancy across all
three divisions.
A brief description of existing GLOCO systems and processes in place for customer
service follows.

GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
-
200 Fall 2012

L. Lee, M. Legere, E.
Miller, G. Fariello

3

of
31


1.4.1

Consumer Division



Employees

Total
Cost

/
FTE

Budget



Before

After

%



Bef潲o

Aft敲

卡癥

C卒

51

48

6%

3

$100K

$5.10M

$4.80M

$0.30M

Technical Consultant

7

7

0%

0

$200K

$1.40M

$1.40M

$0.00M

Management

3

2

33%

1

$275K

$0.83M

$0.55M

$0.28M

Totals

61

57



4



$7.33M

$6.75M

$0.58M

1.4.1.1

Process Flow

The Consumer Division
’s systems
and processes are
the least
of the three divisions
.

1.

The consumer has 3 access points for service

1.1.

Phone

1.1.1.

IVR Option


This is the default during heavy call periods and off
-
hours

1.1.2.

Live CSR Option


Live Support is available 8am
-
8pm

1.2.

Email


script automatically generates L1 Ticket

1.3.

Web App


Basic form to capture name, email address, problem description

2.

L1 CSR’s are responsible for being available for calls for 5 hours, and 3 hours a
re allotted for
working the email and web
-
generated queues.

3.

If L1 solves the issue, the ticket closed, otherwise, a L2 ticket created in L2 Technical Consultants
CSR Queue.

4.

L2 Technical Consultant CRS works ticket until it’s either
:


4.1.

Solved

or,

4.2.

Generat
es

Service Ticket which is managed

by a vendor

Industrial

Administration

Development

Operations

Database

App Support

IT Infrastructure

Practices

Administration

Development

Operations

Database

App Support

IT Infrastructure

Consumer

Administration

Development

Operations

Database

App Support

IT Infrastructure

GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
-
200 Fall 2012

L. Lee, M. Legere, E.
Miller, G. Fariello

4

of
31



1.4.2

Practices Division



Employees

Total
Cost

/ FTE

Budget



Before

After

%



Before

After

Save

CSR

47

44

6%

3

$150K

$7.05M

$6.60M

$0.45M

Technical Consultant

19

19

0%

0

$225K

$4.28M

$4.28M

$0.00M

Management

8

5

38%

3

$275K

$2.20M

$1.38M

$0.83M

Totals

74

68



6



$13.53M

$12.25M

$1.28M

1.4.2.1

Process Flow

The Practices Division
adds
more access with mobile and a published knowledge base.

1.

The consumer has 3 access points to service

1.1.

Phone

1.1.1.

IVR Option


This will be default during heavy call periods and off
-
hours

1.1.2.

Live CSR Option


Live Support available 8am
-
8pm

1.2.

Email


script automatically generates L1 Ticket

1.3.

Web App


Basic form to capture name, email address, problem description

2.

L1 CSR’s are responsibl
e for being available for calls for 5 hours, and 3 hours are allotted for
working the email and web
-
generated queues.

3.

If L1 solves, ticket closed, otherwise, L2 ticket created in L2 CSR Queue.

4.

L2 CRS works ticket until it’s either

4.1.

Solved

4.2.

Generates Ser
vice Ticket which is manager by a vendor


GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
-
200 Fall 2012

L. Lee, M. Legere, E.
Miller, G. Fariello

5

of
31


1.4.3

Industrial Division




Employees

Total
Cost

/ FTE

Budget



Before

After

%



Before

After

Save

CSR

47

44

6%

3

$150K

$7.05M

$6.60M

$0.45M

Technical Consultant

19

19

0%

0

$225K

$4.28M

$4.28M

$0.00M

Management

8

5

38%

3

$275K

$2.20M

$1.38M

$0.83M

Totals

74

68



6



$13.53M

$12.25M

$1.28M

1.4.3.1

Process Flow

The Industrial Division provides
the most

access channels than the Consumer or Practices divisions.

1.

Customer Access

1.1.

Phone

1.1.1.

Live CSR Option


Live Support available 8am
-
8pm

1.2.

Email


script automatically generates L1 Ticket

1.3.

Web App


Basic form to capture name, email address, problem description

1.4.

Native Mobile Apps


Apple / Android

2.

Triage Reps front end all tickets which go to T
Cs

3.

If TC solves, ticket closed, otherwise, L2 ticket created in L2 CSR Queue

GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
-
200 Fall 2012

L. Lee, M. Legere, E.
Miller, G. Fariello

6

of
31



1.5

Functional Requirements

1.5.1

GloCARE

GloCARE is the code name for the new Salesforce Service Cloud based customer service and support
system
that

replace
s

the existing solutions
.
GloCARE will

leverage new access channels for its customers
and employees while bringing
greater
flexibility to manage workflows, employee roles, and service
centers

across all 3 organizations
.




GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
-
200 Fall 2012

L. Lee, M. Legere, E.
Miller, G. Fariello

7

of
31

1.6

Process Flow Requirements

1.6.1

Channel Based Process Flow

Examples


Electronic


Cloud, Mobile App, Device, Email

Actor

Action

Status

Notification

Customer

Ticket Created

New

Customer


System

Verify Entitlements


Customer

System

Entered Into Queue

Queued


CSR

Accepts from Queue

Assigned
-

CSR

Manager

CSR

Works Ticket



CSR

Closes Ticket

Solved

-

CSR

Consumer,

Manager

CSR

Escalates



TC

Works Ticket

Solved
-

TC

Customer,

Manager

TC

Escalates


Field Tech

Escalated
-

FT

Field Management,

Customer


Phone, Chat, Video Chat

Actor

Action

Status

Notification

Customer

Call



CSR

Verify Entitlements



CSR

Entered Into Queue

Queued


CSR

Accepts from Queue

Assigned
-

CSR

Manager

CSR

Works Ticket



CSR

Closes Ticket

Solved

-

CSR

Consumer,

Manager

CSR

Escalates



TC

Works Ticket

Solved
-

TC

Customer,

Manager

TC

Escalates


Field Tech

Escalated
-

FT

Field Management,

Customer


Community Forums

Actor

Action

Notification

Customer

View


Customer (Owner)

Manage Topic

KSR

Customer

(Owner)

Manage Posts

KSR

KSR

Monitor Content

Manager, Owner

KSR

Manage Content

Manager, Owner

KSR

Update Repository

Manager


Knowledge Base

Actor

Action

Status

Notification

SYSTEM

Promotes KB Candidates from Repositories



KSR

Analyzes Object



KSR

Prepares Data



KSR

Promotes to KB


Manager








GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
-
200 Fall 2012

L. Lee, M. Legere, E.
Miller, G. Fariello

8

of
31

1.7

Required Customer Features

Category

Item

Customer
Service
Interactions

Phone

Mobile

Chat & Video

Email

Knowledge Base

Community Forums

Social

Social Access

Twitter

Facebook

Knowledge Base

Community Based Forums

Object
-

Management

Incident Management

Case
-
Based Management

Queue Management

Communication

Configurable:



By preference



By trigger type

Email

SMS

Phone

Customer Service Center

Dashboard

Reports:



By facility



By individual



By division / subdivision

By custom criteria

1.8

Required Employee
Features

Category

Item

Employee Service Interactions


Web App

Mobile

Chat & Video with Customer

Knowledge Base Management

Community Forums Management

Rep Activities

Incident Queues

Incident Management

Knowledge Base Monitoring



Manage



Cleanse



Prepare



Publish

Forums Management



Contribute



Moderate



Publish

Management Activities

Queue Management Balancing

GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
-
200 Fall 2012

L. Lee, M. Legere, E.
Miller, G. Fariello

9

of
31

Incident Management

Case Management

Reporting



Portal



Custom Creation



Distribution



Dashboard



Analytics



Performance

o

By incident

o

By employee

o

By manager

o

By
team

Communication

Configurable

Email

SMS

Phone

Queue Management

Filtering

Sorting

Assignment

Status Change

Cleanse

Approve

Publish

Custom Reporting

Data Integration

CRM Export Integration



Feed Sales Profile



Pipeline Management



Upsell / Cross Sell

ERP
Integration



Customer Database Visibility


1.9

Business Justification & Cost Benefit Analysis

Customers across multiple communication channels have different expectation of service. Phone
-
in or
chat customers have little tolerance for wait times and want to talk to someone right away. GloCARE will
be better able to provide
a

reduced time to contact

with lower overheads by streamlining the process and
by allowing divisions to aggregate the pool of available respondents. Web and email customers have
higher tolerance for longer response times and representatives can respond to them when call and chat
v
olume is lower. Self
-
service customers will drive their own response times.

Additionally, GloCARE will improve the CS experience by

giving management real
-
time access to
customer
interaction, GLOCO

can fix problems
, identify best practices,

and spot trend
s quickly. Quick
response to our customers in a method of their choice will help us build customer loyalty.

This
multi
-
channel

method of customer service will raise customer satisfaction by:



R
educing
wait times for initial response



Providing multiple chann
els of communication allowing greater customer choice



Increasing customer’s ability to track incident status



Increasing incident resolution rates and decreasing resolution times

GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
-
200 Fall 2012

L. Lee, M. Legere, E.
Miller, G. Fariello

10

of
31


GloCARE will include forums, social media, chat, video chat, and phone
-
in cap
abilities. The following
are some of the targeted benefits:



Shift an additional 40% of customer interactions to social media sites and community driven
forums



Resolve 30% of customer requests/problems with self
-
help content



Reduce peak first
-
response time
for phone and chat by 75%



Reduce mean first
-
response time for phone and chat by 20%



Increase mobile app CS interactions by10



Track history of a customer’s interactions with the company across all communication channels
so that reps can respond
intelligently

Online Presence / Marketing



Customer forum

o

All the benefits of a branded social

o

Significant self
-
help potential

o

A showcase of our customer service to potential customers

GLOCO Management will be able to:



Access contact history by channel type

o

Measure response time by channel type

o

Measure rep time spent by channel type

o

Assess customer satisfaction by channel type



Access contact information by problem type

o

Examine problem trends to identify emerging quality problems

o

Uses problem trend informati
on improve
self
-
service

web and rep training.



Review customer contact information by representative

o

Identify individual reps strengths and weakens

o

Prepare for employee reviews

1.9.1

Cost savings

Customers’ self
-
help requires fewer operators and will enable us t
o reduce FTE counts. Forums and social
media will enable us to manage our responses in a planned manner according to the request volume so
that fewer FTE will be required. We anticipate tha
t level 1 support can reduced
5
% and that management
can be reduced

even more because the red
uction in locations from 3 to 1 for an estimate of $3.13M/year
savings:



Employees

Budget



Before

After

%



Before

After

Save

CSR

150

141

6%

9

$19.95M

$18.75M

$1.20M

Technician

47

47

0%

0

$10.93M

$10.93M

$0.00M

Management

22

15

32%

7

$6.05M

$4.13M

$1.93M

Totals

219

203

7%

16

$36.93M

$33.80M

$3.13M


Furthermore software licenses a
n
d support contracts can be canceled
or not

renewed because all software
cost will go to the SaaS provider.

GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
-
200 Fall 2012

L. Lee, M. Legere, E.
Miller, G. Fariello

11

of
31

1.9.2

Strategic Alignment

Service

Cloud achieves
Gloco
’s goal of
platform
consolidation
from 3 technology platforms onto a single
SaaS platform

that can support each of the three product lines. The many of the
requirements of the
Consumer, Practices, and Industrial divisions are satisfi
ed out of the box with
Service Cloud.

Each division
can then differentiate
its

own processes and requirements using workflows and entirely new
support access channels.
Gloco
’s CSS employees will be able to interact with their tools and customers in
new way
s that will enable greater flexibility, co
llaboration, and productivity.

1.9.2.1

Employee Productivity

With the Service Cloud solution, Gloco will be able to restructure its Customer Services and Support
Organization into streamlined teams that revolve around Ser
vices. The new organization is freed from
linear processes. Resources that were dedicated to maintaining an old single purpose application can be
diverted to building system components and assembling workflows to rapidly respond to changing
business cond
itions.

This new business process architecture will be significantly less burdensome and more intuitive for Gloco
service professionals. This should provide Gloco service professional the ability to experience a wider
range of service Gloco products, obse
rve a greater array of customer experiences, and use more flexible
technologies. Gloco service professionals should therefore be better able to provide qualitative feedback
on Gloco’s products and services to help drive business. The additional flexibility

may also provide more
flexible career paths and ultimately lead toward greater job satisfaction ratings and employee retention.

In short:
Gloco’s call center workers and service managers will get better tools,
be more efficient, more
satisfied,
and spend
less time taking customer calls due to better self
-
serve functions
.

1.10

Success Metrics

Team 5

identifies the following significant metrics to measure the
success of the project.

1.10.1

Infrastructure costs



Hardware Reduction: 5 fewer active servers

o

Hardware recovery
: $75,000

o

Other related hardware and infrastructure savings: $12,000

o

Total: $87,000



Fewer hardware support personnel: Reduce 1.5 FTE from the server support team.

o

$235,000/year.



License increase: annual cost estimated cost of Salesforce: $200,000.



Net gai
n: $122,000 year 1, $47,000/year thereafter

1.10.2

CSR interaction goes down



Headcount reduction: 5% over 12 months



Call volume reduction: 5% reduction in call volume



CSR overhead reduction: Due to consolidation of help desks and increased self
-
help fewer CSR wil
l
be need to cover the phones and other non
-
self
-
help channels. Total time spent on customer issues
will fall 5% savings $700,000 per year.

GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
-
200 Fall 2012

L. Lee, M. Legere, E.
Miller, G. Fariello

12

of
31

1.10.3

Self
-
help volume at least 15% of volume of total.



Customers on the company web site that request help with any issue will be first presented with a
variety of self
-
help options including but not limited to knowledge base search, FAQ pages, forums,
and online manuals



Through web session tracking, custom
ers accessing customer service information such as contact
information, posting questions to the discussion forums, and/or searching for documentation on the
Gloco website will be counted as individuals seeking customer service help. All sessions which end

at
documentation end
-
points or are answered by non
-
Gloco community members shall be counted as
successfully self
-
helped. Customers who persist to customer service methods that require customer
service representative interaction shall be counted as not hav
ing been helped successfully through
self
-
help.

1.10.4

Downtime



Improved uptime: Pervious uptime as approximately 95.4%. Target uptime shall be greater than 99%



System uptime will be monitored electronically via a simple, lightweight web query every 15
minute
s.



CSRs will log any system unavailability to assess the system reliability.


The

following metrics measure the value of

support and maintenance improvements of GLOCO Medical
Equipment Division
. Key performance metrics are organized into four categories

to measure success for
internal and external stakeholders who impact the core of GLOCO’s business: (1) Reduction in Costs (2)
Efficiency Improvements (3) Customer Centered and Loyalty (4) Effectiveness


Reduction in Costs:


Reduce the total number of
Full
-
Time Equivalent (FTE) by 5
%. FTE is often used to measure cost
reduction. It’s a unit that indicates the workload of an employed person.

Decrease in call center volume by 40% indicates success with customer utilization of self
-
service.

Decrease costs b
y
aggregating

customers to achieve new economies of scale by running the same
Customer Service and Support (
CSS) application on the cloud. For example, in a CSS website calendar
application, customer data is all stored in one database. This makes the ove
rall system scalable at a far
lower cost.

Avoid the overhead associated with implementing conventional software such as purchasing, maintaining
servers, housing the servers securely, installing and maintaining the software.

Avoid traditional license fee,

subscribe to a CSS application by monthly or annual subscription fee. Pay
as you go expense is a lot easier to incorporate into the budget than a large license fee. Cancellation is
available without penalty charged.


Efficiency Improvements:

The ultimat
e efficiency of the project is the ability to serve customers better.


System adoption:

Migrate and rationalize three existing systems onto new platform by consolidating data and streamlining
processes.

Integrate the new platform with existing systems at G
LOCO with customer database, product catalog,
technical knowledge base and order history.


System operation parameter:

Get faster deployment time due to elimination many of typical implementation tasks associated with
licensed software and software is
already up and running on the CSS vendor’s data center.

GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
-
200 Fall 2012

L. Lee, M. Legere, E.
Miller, G. Fariello

13

of
31


2

T
ECHNICAL
S
PECIFICATION AND
P
ROTOTYPE

2.1

Architectural Approach

Consolidation and normalization of Gloco’s customer service and support infrastructure into GloCARE
will result in a single, unified enter
prise architecture based primarily in Salesforce’s Force.com platform
through the Service Cloud offering.

GloCARE

will phase out the
3
legacy issue tracking systems
to eliminate
architectural complexity.
Information which will continue to reside inside Glo
co’s intranet on legacy systems will be integrated on
the back
-
end transparently using Salesforce’s API by exposing only non
-
sensitive information through a
secure,

authenticated communication channel to the Force.com platform.


Gloco Value
Added Services
Gloco Firewall
Gloco
Intranet
Gloco Customer Service Representatives
Salesforce Force
.
com Platform
Customers
Phone
/
Email
Chat
Social Media
Self
-
Serve
Support Application
Content
Management
Communication
Salesforce CRM
&
Service Cloud Repository
Direct Comm
Communication
Communication
Direct Communication
Service Cloud
Customer Interface
Layer
Direct Comm
Internet
Consumer Division
Legacy Product
S
/
N Validator
Legacy Product
S
/
N Validator
Legacy Service
Contract DB
Legacy Service
Contract DB
Product Information
(
Manuals
,
Warranty
,
etc
.)
Product Information
(
Manuals
,
Warranty
,
etc
.)
Practices Divisioni
Legacy Product
S
/
N Validator
Legacy Product
S
/
N Validator
Legacy Service
Contract DB
Legacy Service
Contract DB
Product Information
(
Manuals
,
Warranty
,
etc
.)
Product Information
(
Manuals
,
Warranty
,
etc
.)
Industrial Division
Legacy Product
S
/
N Validator
Legacy Product
S
/
N Validator
Legacy Service
Contract DB
Legacy Service
Contract DB
Product Information
(
Manuals
,
Warranty
,
etc
.)
Product Information
(
Manuals
,
Warranty
,
etc
.)
Salesforce Compliant
Web API
Communication
Over HTTPS
Web Query Service
Web Query Service
Secure Reverse Proxy
Secure Reverse Proxy
Gloco Website Embedding
Large Client Branding
GloCARE
Unified Customer Service
And Support Architecture

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2.1.1

Service Cloud Architectural Details

Service Cloud’s architecture was a primary reason for its selection as part of
the GloCARE solution. Service Cloud offers four main architectural
considerations: Multi
-
tenancy, meta
-
data drivers,
Platform as a Service

(PaaS)
, and flexible data.

2.1.1.1

Multi
-
Tenant Application Platform

Service Cloud’s

multi
-
tenant architecture allows a single set of resources to
serv
ic
e the needs of multiple “tenant” organizations.
This shared architecture
provides
advantages and potential

concerns for Gloco and the GloCARE
solution. Gloco will be able to rely on a larger resource base, lower expected
down
-
times, and point
-
of
-
failure concerns as compared to
on
-
premise
solution
s
. Multi
-
tenancy
also
provides cost savings relative to its singl
e
-
tenant counterpart.
Software

as a
service (SaaS) solution
s
will not need to divert resources or competencies to provide on
-
going IT support
for GloCARE.

C
oncerns
around co
-
located
data
and code are mitigated by

Salesforce’s
logically separated environmen
ts
which cannot in theory interfere with each other nor access each other’s data, there is always a risk that
security measures in place are inadequate. It is therefore important to realize that even though data leaks
may be unlikely,
Team5®
has not audite
d Salesforce’s offerings
and

cannot make absolute claims about
the security.
While it is
p
o
ssible that a rogue
process,

bug
, or virus could
cause GloCARE
outages, it

is
unlikely to happen for an extended period of time
.

While we do expect emergency conditi
ons
to occur

even
in
the most secure environments,

Team5
® believes

GloCARE’s downtime will be
less
ened

with the
multi
-
tenant
environment

Team5® also
feels

Salesforce’s Hyperviso
r technology will
adequately mitigate

code and data co
-
location
concerns.

2.1.1.2

Metadata
-
driven Architecture

A key component to managing multi
-
tenant applications is

the ability to drive
application
polymorphism through the use of metadata. In this context,
metadata is data about the application

and polymorphism is the ability to al
ter
the application’s behavior based on values contained in
the metadata
.

This m
etadata allows
Team5
® and

subsequently Gloco
to customize, configure
,

and extend
the

application instance beyond the packaged data and
application
s
d
elivered in the core platf
orm.

One of the concerns in moving to the new unified GloCARE
solution for all three divisions is that it will be difficult to ensure
that all post
-
sales customer interaction needs are met from
the onset. This difficulty is in part due to the fact that Glo
co customer service
representatives are not able to predict what they will need to support all functions
in the new system, even when using the old system as a reference. Since it is
likely that GloCARE will need to be modified in order to meet both Gloco’
s
unanticipated and emergent needs, the ability to easily modify features and
functions on the fly will be a significant advantage conferred by this higher level architecture
.

Team5
® feels

that there are no significant concerns relating to this architectur
al consideration.

2.1.1.3

Platform as a Service

(
PaaS
)
Architecture

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A
ll objects

and their functions

within the Service Cloud are represented as metadata
.

Forms, reports,
workflows, user access privileges and permissions, customizations, business logic, even unde
rlying data
tables are all abstractions which exist in the form of metadata. Each
object resides in
Force.com
’s

Universal Data Dictionary.
This abstraction should allow Service Cloud to meet foreseen and unforeseen
data reporting or data extraction needs
.
With the training co
-
developed by Gloco and Team5®, users and
management will learn to use and customize many these artifacts.
Additional pros and cons of
PaaS

mirror closely those of any hosted solution and are covered
further below.

2.1.1.4

Data Architecture

Salesforce uses

a combination of Metadata Tables, Piv
ot
Tables, and Core Data Tables in its Force.com
platform
to
provide extensibility
. The run
-
time engine has fault recovery
mechanisms built in to prevent
data loss and data integrity

errors.

Using

partitioning, Service Cloud

enforces

the
division of large logical data
structures into small
,

manageable

chunks. This
provides improved
scalability, performance, and
data availability
. This flexible data

architecture also provides
custom
izability

for

G
loCARE’s future needs.

2.1.2

Architectural Benefits

of a Service Cloud solution

Service Cloud’s architecture
provides the following benefits:

1.

H
osted solution decreases

1.1.

IT Infrastructure Costs

1.2.

Application Development Time and Cost

1.3.

Time to Market with
Differentiating Service Features

2.

Partnering with Strong CSS Vendor provides

2.1.

Built
-
in Feature
Release
Cycle
s

2.2.

Strong
Partner with
a dedicated
CSS Focus

2.3.

Ability to extend and differentiate

2.4.

Multiple Device Capabilities

3.

Integrated
Accessibility with Security

C
apabilities deliver

3.1.

Browser and Device
Identification
Capabilities

3.2.

IP Range Restriction

3.3.

Location Restriction

3.4.

Device Registration and Detection

4.

Channel and Feature Flexibility

enables

4.1.

System
Configuration

4.2.

Multiple
Customer Interfaces
provides

4.2.1.

Mobile

4.2.2.

Social

4.2.3.

Web

4.2.4.

Segmentation

by Customer

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2.1.3

Additional Concerns or Risks Regarding Service Cloud

Some of the work will be necessarily redundant and discarded after Gloco finishes a separate project for
the migration of remaining back
-
end systems to a Salesforce integrat
ed ERP solution. The secure proxy
embedded in the Gloco firewall should provide more than adequate protection, as should the minimal web
service implementation behind the
firewall;

however, neither
Team5
® nor

Level 7 can guarantee 100%
protection under all

circumstances. Furthermore, as with any solution, there is always a risk that the
solution will not meet all of Gloco’s needs. If
Team5
® made

reasonable assumptions which turned out to
be incorrect, or should the scope or functional requirements change, t
his document and all estimates will
require revisions. It is important to note that Service Cloud is a relatively new service offering from
Salesforce, and as such there are some concerns that arise from reduced time for which it has been live.
However,
Te
am5
® has

not found any red flags on line when analyzing support forum comments and
other forms of Internet based chatter.

2.1.4

Interactions with Existing Gloco Infrastructure

Legacy issue tracking system data will be migrated into GloCARE’s Service Cloud and
decommissioned
as outlined in the “Data Migration” section. GloCARE will therefore not interact with legacy issue
tracking systems.

GloCARE will interact with legacy ERP
-
related systems such as product information databases and
contract services databases
as delineated in the “Integration with Existing Systems” section.

2.2

Software Solution

2.2.1

GloCARE Cloud Solution

Team5
®’s

search for Gloco’s solution

considered 3 main
alternatives for the Customer Service and
Support (CSS) Solution.

1.

Developing a
customized

solution

to satisfy organization
-
specific requirements was appealing to the
executive selection committee as a way to enable the organization to differentiate on service and
quality. However, the estimated cost of development and on
-
going maintenance led

to the exclusion
of this
solution.

2.

Purchasing an On
-
Premise Solution,
when weighed against a cloud
-
based service,

was rejected,
due to cost and resource considerations. This solution would require considerable up
-
front and long
-
term resources for implem
entation, improvement, support, and maintenance of both software systems
and IT infrastructure.

3.

Salesforce’s Service Cloud

was the
chosen

solution

by Gloco’s Customer Service Organization
for
the following reasons
:

3.1.

Pricing Model

3.1.1.

Scalable Employee Pricing

3.1.2.

R
educed

IT Infrastructure Costs


3.1.3.

Ubiquitous Access to the Tool

3.2.

Flexibility

3.2.1.

Workflow Tools that Change with Business

3.2.2.

Data Integration Capabilities

3.2.2.1.

Front
-
end Data Initialization

3.2.2.2.

Back
-
end Data Integration

3.2.3.

User customizable and configurable capabilities.

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3.3.

Supe
rior Reporting Capabilities

3.3.1.

Supports Reporting for

3.3.1.1.

Employee

3.3.1.2.

Management Team

3.3.1.3.

Division

3.3.1.4.

Organization

3.4.

Large User and Developer Community

3.4.1.

Well established Application Exchange

3.5.

Customer Base

3.5.1.

Salesforce has a very large and growing customer base, and is
therefore unlikely to cease
operations in the foreseeable future

3.6.

Gloco is currently a customer of the Salesforce CRM which will allow for a more seamless
integration

3.6.1.

Sales Data currently exists in the CRM

3.6.2.

Entitlement Data will be integrated into both syste
ms with a single integration

2.2.1.1

Required Hardware

None.

2.2.2

GloCARE Intranet Solution

Team5
® has

architected a light
-
weight, highly secure solution to allow GloCARE cloud
-
based
components to access information in Gloco’s databases on Gloco’s firewalled intranet.

This software
solution requires custom software components to interface with existing databases and expose data to the
Force.com back
-
end. Since only a subset of information and a small portion of databases will be
encapsulated, only minor and minimally i
nvasive modifications to existing
systems is
required. The Web Query Service (WQS) is the main
component that will serve data to Force.com. It will be
implemented using a secure CentOS LAMP virtual machine (VM) hosted
on Gloco’s infrastructure. A VM
-
based
solution was
chosen to allow for rapid development and testing, since
each development team for each of the 9 systems can
work on separate VMs which can be merged
periodically as development progresses. Each of the 9
system interfaces to the WQS will be im
plemented as a
separate and independent service so as to not create
development or operational dependencies. This is
possible because the Gloco legacy systems are currently
not interdependent.

Since the web query service will itself be stateless, a VM
base
d solution will provide relatively high
-
availability at
almost no cost


should the production VM go down, simply
bringing up a copy of the VM on any available hardware will
immediately restore service. Most systems allow direct queries
to their respective

databases via networked SQL queries,
through web interfaces such as SOAP or REST, or through some other TCP/IP based service. Level 7 will
implement such queries directly on the WQS without modifying the legacy system or environment. Based
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on Gloco’s feed
back, all 9 systems should fall into this category with all systems using MySQL,
Microsoft Access, or Oracle.

See risks section for clarification.

2.2.2.1

Required Hardware

No new hardware will be needed, but one additional Linux server is recommended. The Web Que
ry
Service (WQS) VM will be hosted on Gloco’s Industrial division’s currently underutilized Bugzilla server
now running on an older Ubuntu 8.0.4 LTS LAMP server. Level 7 will install VirtualBox or optionally
KVM and deploy a new CentOS 6.x VM. Estimated re
source usage of WQS is well below those provided
by the underlying hardware. Even if Gloco’s customer base gores at a compound annual growth rate
(CAGR) of 50%, we estimate Gloco will be able to comfortably rely in this level of hardware for the next
7 or
more years. As mentioned above, however, we recommend that Gloco purchase an identical system
for the purposes of providing redundancy.

2.2.3

General
Solution Description

Service Cloud is a new product offering from Salesforce.com. The Service Cloud product pro
vides
Customer Support and Service (CSS) capabilities for merchants of any size. Its multi
-
tenant model
accommodates the largest enterprise, dow
n to the smallest organizations

that require only a single license.

Service Cloud is a natural extension of S
alesforce’s flagship CRM product.
Gloco
’s Sales Organiz
ation
currently uses Salesforce’s CRM product, which makes Service Cloud
a natural fit for the Customer
Service Organizatio
n. Given the Sales organization has standardized on Salesforce’s CRM, custom
er
information can be shared between the new CSS and existing CRM applications.

The Service Cloud provides traditional capabilities such as support incident management, incident
escalation (using
Service Cloud

case objects), queue management, case manageme
nt, and reporting.

The differentiating
factors

include features like social support capabilities, internal collaboration,
knowledgebase functionality, and customer forum support.

2.2.4

New System Interactions


GloCARE will change the way Gloco employees,
customers
, and management interact with the system.
For example, employees and customers will interact with each other through various channels, using
different interfaces. Perhaps an employee in Singapore will service a customer call through real time
v
ideo chat. Management will be able to create a detailed report across all through product lines
through

a
united interface. See tables 1, 2 and 3 in the Appendix for a complete list of system interactions.


2.3

Integration with Existing Systems


Gloco has
al
ready
completed migrating all divisions to a centralized Salesforce CRM and is planning to
undertake a migration to the Infor Inforce Everywhere ERP platform with full Salesforce integration at
some point in the near future. Gloco has not yet scheduled the

ERP migration project and estimates that
once started it will take 24 to 36 months. After integration is complete, Service Cloud will be able to
query ERP information directly. Until then Gloco customer service representatives will need a
mechanism to gl
ean necessary data from legacy systems immediately upon cutting over to Service Cloud.
To accomplish this,
Team5
® will

contract with Layer 7 Technologies, a well
-
established data integrator
with extensive Salesforce experience.

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Gloco Firewall
Gloco
Intranet
Consumer Division
Legacy Product
S
/
N Validator
Legacy Product
S
/
N Validator
Legacy Service
Contract DB
Legacy Service
Contract DB
Product Information
(
Manuals
,
Warranty
,
etc
.)
Product Information
(
Manuals
,
Warranty
,
etc
.)
Practices Divisioni
Legacy Product
S
/
N Validator
Legacy Product
S
/
N Validator
Legacy Service
Contract DB
Legacy Service
Contract DB
Product Information
(
Manuals
,
Warranty
,
etc
.)
Product Information
(
Manuals
,
Warranty
,
etc
.)
Industrial Division
Legacy Product
S
/
N Validator
Legacy Product
S
/
N Validator
Legacy Service
Contract DB
Legacy Service
Contract DB
Product Information
(
Manuals
,
Warranty
,
etc
.)
Product Information
(
Manuals
,
Warranty
,
etc
.)
Web Query Service
Web Query Service
Secure Reverse Proxy
Secure Reverse Proxy
Salesforce Force
.
com Platform

Key services will be exposed through a secure reverse
-
proxy thereby allowing Salesforce to query select
databases within the Gloco intranet. Layer 7 will develop these services either as wrappers to existing
services or add
-
on services for each database.
They estimate 6
-
12 weeks per service, and offer to do each
service in parallel.
Team5
® has

identified Gloco’s crucial data sets for Service Cloud below.



Serial Number Validator



Product Information

o

Product make & model information

o

Product manuals and docum
entation

o

Warranty information



Service Contract Information

o

Customer ID

o

Product S/N

o

Start & End Dates

o

Terms

Each of the 3 departments has substantially similar base systems with considerable customizations for
each of the three databases. Layer 7 will imple
ment a web server inside the Gloco intranet and behind the
Gloco firewall and reverse proxy to query all 9 services. Queries will only be permitted from the

salesforce.com domain and will require authentication using the OAuth2 authentication protocol
impl
emented by Salesforce. No sensitive data will be transmitted to Salesforce via the service.

Team5
® will

configure Layer 7’s web service interactions with Service Cloud and Salesforce CRM
appropriately.

2.4

Data Migration

Team5
® will

use a flash
-
cut approach to

migrating Gloco to the Service Cloud for their customer service
needs. This means that at the time of going live, Gloco customer service representatives will no longer
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have access to the legacy bug
-
tracking and issue tracking systems, but will instead rel
y solely on Service
Cloud

In order to enable this,
Team5
® will

migrate all essential customer service data from legacy systems into
the Service Cloud case
-
based system. Only data that needs to be routinely queried within the Service
Cloud environment will

be mapped to specific object attributes. Since there is not a direct one
-
to
-
one
mapping from legacy system data objects into Service Cloud objects, any portions of legacy data that do
not map naturally into Service Cloud will be amended to the case record

as comments. This will allow a
customer service representative to have direct access to legacy issue data without requiring a large
Salesforce customization and legacy data migration project.

2.4.1

Example Legacy Object Mapping

Object Data Mapping Between Legac
y Bugzilla Bug Tracker and Salesforce Case
-
Based System


2.4.2

Main System Objects



Case
-

this can be an incidence report, a product help inquiry, a complaint, or any non
-
sales
contact that may require customer service interaction



Comment


additional
information related to the case



Attachments


supporting documentation submitted to the case



Customer
-

the person or organization originating the case



Product
-

the product(s) involved in the case



Activities


the actions taken such as communications and
service calls



Solutions


the disposition and description of how the problem was solved



Service Contract
-

the agreement between Gloco and the customer if any



Warranty
-

the type and duration of warranty provided with the purchase of a product


Bugzilla Bug

bug_id

creation_ts

short_desc

classification

p
roduct

serial_number

version

bug_status

priority

reporter

reporter_name

assigned_to

assigned_to_name

Salesforce Case

case_number

last_modified

created_datetime

classification

product

serial_number

version

status

priority

contact

case_ow
ner

bugzilla_id

subject

Bugzilla Long
Desc

bug_id

bug_when

thetext

who

who_name

Salesforce Case
Comment

case_number

comments

everything else


Salesforce Case
Comment

case_number

comments

Note: custom added object attributes are in green

refers to

refers to

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2.5

Solution Dem
onstration

2.5.1

Consumer Division
Interactions



Facebook and Twitter
pages



Incidents port into Service Cloud queue



Case Creation



Queues and Escalation Management

2.5.2

General

Division
Interactions



Knowledge base



Internal
Chatter
Collaborations



Divisional Queues



Manage Cases and Solutions

o

Review, Cleanse,
Publish

2.5.3

Industrial

Division
Interactions



Custom
-
built Facebook and Twitter



Integrated Gloco Page on Customer Intranet



Chat and Video
-
Chat support

2.5.4

Gloco Employee

Interactions



Queue Management



Reporting Portal



Standardized and Custom Reporting

o

Show metrics

o

Management type reports


3

I
MPLEMENTATION
P
LAN

3.1

Solution development

and deployment

3.1.1

In
-
Scope

Gloco’s Customer Service and Support organization is implementing Service Cloud by Salesforce
. The
internal project, and the system it delivers, is
named GloCARE.
Gloco

will contract
Team5
® Consulting

to implement the initial data load, Service Cloud Configuration, and Social Customizations.
Team5
®
Consulting

will subcontract Level 7 to impleme
nt the Back
-
end Query System which provides access to
Gloco’s back
-
end systems.
High
-
level deliverables include the categories in the table below.
Once
completed, GloCARE will provide a single, normalized system to support all Customer Service and
Suppor
t capabilities.

The table
below
represents
high
-
level

d
eliverables listed by Category. This table outlines the cat
egories,
deliverable and owner.
Major categories

include

operational requirements

such as Process
Reengineering
,
technical
re
quirements

such

as product and integration, data management, and
development, and product
configuration and customization

activities.


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3.1.2

Deliverables Schedule

Owner

Date

Deliverable

Process Reengineering

Gloco &
Team5®

2/4/2013

Final CSS Organizational Chart &
Documentation

Gloco &
Team5®

2/4/2013

Process Flow Documentation

Gloco

4/15/2013

Process Reengineering Implementation Plan

Data Migration

Team5®

3/7/2013

Case Object Documentation

Team5®

3/18/2013

Data Mapping Documentation

Team5®

3/21/2013

Data
Loading Software Documentation

Back
-
End Integration

Gloco

1/28/2013

All Existing Back
-
End Systems Documentation

Level 7

2/28/2013

Operational Web Query Server VM & Documentation

Level 7

2/28/2013

Operational Secure Reverse Proxy & Documentation

Level
7

3/4/2013

Operational Source Control System & Documentation

Level 7

3/13/2013

Connector Code & Documentation

Level 7

3/26/2013

Integration Testing Report

Customer Awareness Campaign

Gloco

4/16/2012

Report

Training

Gloco

1/28/2013

All Existing
Customer Service Documentation

Team5®

6/7/2013

CSR Training Material

Team5®

6/14/2013

Admin Training Material

Team5®

6/21/2013

Integration Training Material

Team5®

6/28/2013

K
-
Base Training Material

Deployment

Team5®

6/28/2013

Deployment
Schedule Document

Team5®

7/3/2013

Data Load Report

Team5®

8/1/2013

User Acceptance Report

Team5®

8/5/2013

Operational Readiness Report


Teams outside of the GloCARE project team will deliver major project
deliverables that will be managed
by the
GloCARE team
.
For example,
Gloco’s Marketing Team will deliver the Customer Education task.

At go
-
live, the project will
use a flash
-
cut approach and
deliver the entire GloCARE system on day one.
The project includes a
rollback

strategy (outlined in th
e Operational Readiness section below)

in the event
of
significant

problems
. All
open incidences will be marked as such in GloCARE, all open and closed
cases will be programmatically verified to be assigned to the same individual user accounts, and all
in
formation needed to continue providing services will be readily available from within the GloCARE
environment immediately after cut
-
over. Customer service representatives will be able to search cases by
both legacy ID and new GloCARE ID.
The

project cut
-
ov
er design will allow for cutting over all
divisions at once or alternatively one division at a time at the discretion of Gloco Management with input
from Team 5.

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3.1.3

Backup, Rollback & Disaster Recovery

Salesforce will be providing all rollback and disaster re
covery processes for data contained in Salesforce.
For legacy data, if the Web Query System becomes unavailable due to VM or VM host failure, a new
instance of the VM will be brought up on alternative hardware until such a time as the system can be
restore
d. This can be any system capable of running a VM. Gloco will optionally purchase redundant
systems as additional precautions.

In the unlikely event that Gloco will wish to discontinue use of Service Cloud within 30 days of going
live,
Team5
® will

re
-
commi
ssion all legacy customer service and support hardware and software at no
additional charge.



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Pr oj ec t Pl an




GloCARE

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CSS:

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3.1.4

Risks and Constraints

As with any large project there are a number of risks and constraints that must be considered. Among
these are:



Time
and cost changes
.

Although a number of portions of the projects will be happening independently and at times in
parallel, there remain interdependencies at key points and outlined in the project plan Gantt chart.
Therefore delays in any one of the sub proj
ects or their stages may well
affect

all portions of the
project.
Team5
® has

attempted to build in enough reasonable time to handle what we feel will be
two thirds of cases, but the risk of delays cannot be fully eliminated. Additionally, because there
are

three organizational actors, it is important that each communicate fully and promptly any
issues or concerns. Any failure or delay in communication will likely adversely affect timelines
and costs.
Team5
®,

Level 7 and Gloco therefore agree to promptly rep
ort any changes,
challenges, or concerns to all other parties involved.



Legacy related issues
.

Because there are a significant number of legacy systems with varying levels of customizations
involved and it is not possible to determine with absolute accurac
y the work involved in any
portions of the projects directly involved with them.
Team5
® and

Level 7 have jointly made a
best reasonable estimate based on past experience and expertise, but Gloco acknowledges that
Level 7 may require significant changes to
estimates once work has begun. Should this be the
case, Level 7 will outline all specific issues and timelines will be adjusted accordingly.



Service Level Agreement & Guarantee
.

It is important to note also that Salesforce.com does not offer a standard SLA

with uptime and
service gua
rantees.
Team5®

considers this a

concern, and Gloco has been made aware of this
issue; however, given the existing commitment that Gloco already had with Salesforce CRM and
Salesforce’s historical service records the benefits o
utweigh the risks. Given the size and scope
of Gloco’s operations,
Team5
® strongly

encourages Gloco to negotiate a more explicit SLA with
Salesforce, something which other larger companies have successfully negotiated.



Salesforce Reliance
.

Related to the
SLA concerns, Gloco will be heavily reliant on a single provider for customer
service, customer relationship, and sales management. The risk that
Salesforce

will cease
operations is low given that Salesforce is currently a financially sound company with a
large
customer base. Gloco will have the ability to export all Gloco data at any time, and
Team5
®
recommends

periodically doing so. Even so, moving to a different service provider will be both
expensive and time consuming, so Gloco must assume a high level

of vendor lock
-
in.

3.1.5

Dependencies

Team5
® will

be highly dependent on Gloco providing prompt and adequate support as outlined in the
contract and h
ighlighted in the project plan. Gloco will need to have completed all requisite changes to
the organizational i
nfrastructure and personnel are set forth in the
Process Reengineering implementation
plan on or before the go
-
live date.
Team5
® will

manage all interactions and supervise all Level 7 work.
Upon cut
-
over to Service Cloud, Gloco’s internal IT team will be s
olely responsible for system
administration, user administration and training.
Team5
® will

be available for no less than 3 months for
ad
-
hoc consulting and support with less than 1 business day response times. Gloco will have sole
ownership and governance
of all data, software and systems.

GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
-
200 Fall 2012

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Miller, G. Fariello

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3.2

Operational readiness

3.2.1.1

Organizational Services, Processes, and Documentation

The main deliverables of the Pro
cess Reengineering Analysis sub
-
project are a new Gloco organizational
chart, organizational documentation, process flow documentation, and an implementation plan for the
newly emergent unified CSS organization. Gloco will undertake to modify existing infrastructure and
processes to meet

the recommendations and objectives as outlined in the implementation plan and as
detailed in the supporting documents.
These modifications

will include such things and re
-
routing email
addresses and phone numbers for their separate divisions to one centra
l location.

3.2.1.2

Hardware

Gloco will either provide or purchase the following hardware to be available prior to the commencement
of the project:



Virtual Machine Host

This may be one of the existing Linux
-
based Bugzilla servers. It should have at least 8GB of
RA
M, 8 CPU cores (Xeon 1.8GHz or better preferred), and 500GB hard drive. The Xen
hypervisor will be installed on this to host the Web Query Server VM



Reverse Proxy Host

This system should have at least 4 CPU cores, 4GB RAM, 500GB HD, or be a purchased ready
-
made Reverse Proxy appliance. This system will host the secure reverse proxy.
Team5
® has

experience with Squid and Varnish; however, if Gloco IT prefers Forefront or a Cisco appliance
and has experience with either, Gloco may opt for those.



Team5
®
strongly

recommends having at least two (2) of each of the above identically configured
as backups.

There will be no additional hardware requirements.

3.2.1.3

Software

No additional software will be required. All software will be provided by Salesforce,
Team5
® and
/or
Level 7. All software developed specifically for this project by
Team5
® and
/or Level 7 will be owned
and managed by Gloco. Gloco will purchase the necessary licenses for Salesforce Service Cloud.

3.2.1.4

Gloco Personnel

Gloco will ensure that all Gloco personn
el identified as essential to a portion of the project shall be made
fully and exclusively available to work on the project for the length of the required time based on the
project plan. Gloco will not be required to procure additional personnel for any po
rtion of this project.

Once GloCARE is live, Gloco will commit at least two full
-
time employees to perform system and user
administration of Service Cloud and at least one full
-
time employee to maintain and administer the Gloco
based software and hardware.

Team5
® recommends

a staff of four to five (4
-
5) system administrators
total to be spread across both general functions.

3.2.1.5

Team5
® Personnel

Team5
® will

commit 4 experienced members full time during the duration of the project.

3.2.1.6

Level 7 Personnel

Level 7 will
commit up to 12 people during the duration of the project as needed to complete various
phases.

GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
-
200 Fall 2012

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Miller, G. Fariello

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3.3

User Enablement


Once deployed, Gloco’s

newly restructured

CSS organization will begin working with the system in ways
described in following table.
All service
s will be exposed through a unified and identically branded
mechanism such that there will be one chat interface, for example, for all previous divisions.
Larger
clients or clients with paying service contracts may be alternatively provided with login info
rmation and
custom links to customer service services to expedite and better serve them.

For a comprehensive list of GloCARE Roles and Responsibilities,

see table 4 in the Appendix
.


3.3.1

Training

and Communication Plan

Team 5 will hold 5

“Train the Trainer” s
essions for Gloco System Administrators and Team Managers.

Each training session will cover different aspects of
the system and how to interact with it. Beyond
“Train the Trainer” sessions
, Gloco
managers and system administrators

will train their
teams
.


Once GloCARE is live, GloCARE System Administrators are responsible for the technical relationship
with the Service Cloud by reviewing release notes and liaising with Service Cloud Technical
management. They will be responsible for coordinating interna
l training around new featu
res and
capabilities of GloCARE, as well communicating upcoming system events such as outages.

3.3.2

GloCARE
System
Access and Security

Gloco
currently employs

a single sign on soluti
on provider for SaaS applications used throughout the
organization.
Gloco’s System Administrators
will configure this service to include Service Cloud access.

The application acts as
a standalone

authentication gateway providing Single Sign On capabilit
ies from
the Corporate Intranet as well as security for home and mobile device access.

3.3.3

Customer Impact

Email, Telephone, and IVR systems are the current way Gloco customers interact with Gloco’s CSS
organization. There will be no impact to the way these c
hannels function after GloCARE is implemented.

After deployment, GloCARE will create new Twitter and Facebook customer interfaces for the 3
divisions. The Live
-
Chat interface will be another new access channel as will the self
-
serve forums
portal. A new
forum will be created for each division. Existing Knowledge Base and Documentation
Pages will be redesigned. One goal of GloCARE is to keep existing access URL’s, phone numbers, and
email addresses consistent.

Gloco Marketing will implement a customer
communication plan that announces all of the changes listed
above. The new and existing CSS channels will be introduced, along with instructions throughout the
program. This campaign will include the following components.



Account Manager outreach for Ind
ustrial Customers



Sales Rep outreach Practices Customer



New Packaging updates with new URL’s and Twitter and Facebook interface information



Packaging inserts for existing product



Website Updates



Email campaign



Informational Literature
GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
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Miller, G. Fariello

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4

A
P
PENDIX



4.1

Value A
dded Services (Industrial and Practices)

Value Added Services (Industrial and Practices)

Dashboard Reports

By facility

By individual

By division / subdivision

Contact
channels

Implement strategy to move customer to self
-
service
and collaboration based
tools

Leverage Facebook and Twitter Channels for
Customer Interaction

Interactive on
-
line chat and video chat

Continue Phone and Email support with expectation to

reduce volume per product sale

Knowledge B
ase

Gloco
-
Partner Knowledge
-
Base

Gloco
-
Partner
Support Forum

Gloco
-
Partner Chat Support

Chat and Video
-
Chat support will be added
as a new value
-
added service


Incidents port into Service Cloud queue from
all channels


Using case objects, Level 2 Consumer Division queues
or moved to other Divisions q
ueues

Level 1 Representatives manage incidents
through closure by


Referencing internal Knowledge base

Leveraging Service Cloud Chatter for internal
collaboration

Escalation to cases managed by Level 2
Representatives

Redirecting to other divisional queue
s as appropriate

Forums are scanned by Moderators who


Research discussion threads

Moderate threads

Publish suggestions and answers

Drive thread to closure

Case Specialists


Review Cases

Cleanse external content

Publish to Internal and External sources





4.1.1

Table 3
GloCARE
Employee Interactions

Customer Service Representatives


Using case objects, Level 2 Consumer Division queues or
moved to other Divisions queues

Level 1 Representatives manage incidents
through closure by


Referencing internal
Knowledge base tool

Leveraging Service Cloud Chatter for internal
collaboration

GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
-
200 Fall 2012

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Miller, G. Fariello

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Escalation to cases managed by Level 2 Representatives

Redirecting to other divisional queues as appropriate

Managing incidents through closure

Solutions are communicated back

to
originating consumer via original channel


Referencing internal Knowledge base tool

Leveraging Service Cloud Chatter for internal
collaboration

Escalation to cases managed by Level 2 Representatives

Redirecting to other divisional queues as appropriate

Managing incidents through closu
re

Knowledge Specialist


Cases and Solutions are reviewed, cleansed, and
published to Knowledgebase

Forums are scanned by Moderators who

Research discussion threads



Moderate threads



Publish suggestions and answers



Drive
thread to closure

Case Specialists




Review Cases



Cleanse external content



Publish to Internal and External sources

Forums are scanned by Moderators who


Moderate threads

Publish suggestions and answers

Drive thread to closure

Cases and Solutions are
reviewed, cleansed, and
published to Knowledgebase

Forums are scanned by Moderators who

Case Specialists

Case Specialists


Review Cases

Cleanse external content

Publish to Internal and External sources

CSS Management


Queue Management



Incident



Case



Employee Queue

Reporting Portal



Standardized and Custom Reporting



by Employee



by Team



by Role



by Division



by Customer



by Organization

Standardized and Custom Reporting


by Team

by Division

by Customer

by Organization

GloCARE

Gloco Unified
CSS:

Team5® Consulting

Harvard ISMT E
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200 Fall 2012

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Miller, G. Fariello

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4.1.2

Table 3 New
GloCARE
Capabilities


Channels

Phone

Mobile


Chat & Video

Email

Knowledge Base

Community Forums

Social

Social Access

Twitter

Facebook

Knowledge Base

Community Based Forums

Object
-

Management

Incident Management

Case
-
Based Management

Queue Management

Communication

Configurable:



By preference



By trigger type

Email

SMS

Phone

Customer Service
Center

Dashboard

Reports:



By facility



By individual



By division / subdivision

By custom criteria

Additional Interactions

Implement strategy to move customer to self
-
service and collaboration based
tools

Leverage Facebook and Twitter Channels for Customer Interaction

Interactive on
-
line chat and video chat

Continue Phone and Email support with expectation to reduce volume pe
r
product sale





4.1.3

Table 4
GloCARE Roles and System Responsibilities

Administration and Support Team

System Administrator



Provision User Accounts



Define



Assign Roles



Manage Permissions



Develop and Manage Reporting Portal



Act as Technical and Operational Liaison with Service Cloud

GloCARE

Gloco Unified
CSS:

Team5® Consulting

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Manage Communications and Training

Architecture and Design Team

Service Cloud Architect




Create and Manage Custom Objects



Design Interfaces and Applications



Develop Custom Workflows



Develop
Customized Extensions



Design Interfaces and Applications

Customer Care Team


Phone/Email/Chat Support Specialist



Field in
-
coming support telephone calls, email, and chat



Create incident in personal queue



Manage incident queue



Resolve incident by
researching internal tools, collaboration, etc.



Escalate incidents to Case record if not solved within time parameter

Social Media Support Specialist





Manage incidents originated by social media



Assign incidents into personal queue



Resolve incident by
researching internal tools, collaboration, etc.



Escalate incidents to Case record if not solved within time parameter



Manage incident queue

Self
-
service Support Specialist



Monitor and Manage Support Forum Queues



Assign incidents into personal queue



Approve and publish incoming questions



Manage user community



Escalate incidents to
Internal

Case record if not solved within time parameter



Manage content and publish responses



Manage and publish responses

Knowledge Management Team


Knowledge
-
Base
Support Specialist



Manage internally and externally facing data repositories



Re
-
package issues into documentation format



Publish to appropriate knowledge
-
base

Interface Services Team


Social Media Services Engineer



Develop and Maintain GloCARE Social
Media Interfaces



Develop and Maintain Customers’ Social Media Interfaces



Develop and Maintain Self
-
Service Integrations



Support and maintain Chat and Video Chat Interfaces

CSS Management Team

Manager / Director / VP



Manage Metrics and Reporting



Develop and Maintain Customers’ Social Media Interfaces



Develop and Maintain Self
-
Service Integrations



Support and maintain Chat and Video Chat Interfaces