Engagement Framework for implementation of Enterprise Business

Solution for

Prepared by
Metalogic Systems Private Limited
Document No.: MLS/10-11/MD/APIL/MSD/029
Dated: November 11, 2010
Contributors
From AlliancePROSYS
Key Contributors
Ravi Putta
V. K. Chandrasekaran
Bhojraj Kumar
Hemant
Ram
Mahesh
Satya Kiran
Sasidhar
Santosh Karwa
Anand Kr Dandu
From Metalogic Systems
Consultant
Swarup Sahoo
Orijit Basu

1. Company Background
AlliancePROSYS focuses on evolving technology-specific solutions. The company provides solution for
customer-specific problems in a simple and manageable way. AlliancePROSYS enables IT companies to look at
their day-to-day software and hardware challenges in a fresh light, and then apply creativity and intelligence
to develop new and different approaches, all this amazingly with less investment . AlliancePROSYS
collaborates with the partner to act as the fulfillment arm for whatever portion(s) of the solution owned, after
a program or solution has been developed. This incorporates review services along with the manage suite
when handling large and complex technology infrastructures. Having branches at Hyderabad, Vizag, Pune and
Chandigarh Alliance is planning to start more location like Chennai Bangalore etc.

2. Key Process Area

CRM
Sales and Billing
Procurement
Inventory Management
Finance
Service

3. Customer Relationship Management

3.1 Key Function Area
Function Area
Dialer Integration

Lead and Opportunity

Macro Level Process Elaboration

Currently there is one dialer application
running that is used as calling engine by the
inside sales team.
Lead is generated from various sources.
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Key Pain Area as shared

Call control mechanism is to be
handled
No real time integration in the lead to

Management

Lead assessment and validation.

Contact Management

Multiple contact for a single lead

No control over duplicate contact.

Contact details

Multiple contacts for a single lead.

Sales teams activity like call,

appointment, follows up.

No activity tracking mechanism

causing in redundancy and
duplication

Activity Management

Assignment of activity to sales team

based on value and product linage.
Control over open and close activity
through workflow.

opportunity flow.

No proper workflow authorization

on activity initiation and closure.

Proposal and Contract

Management

Sales Quote with multiple version.

Not maintained in the system at

present.

Sales Force Automation

Sales Team definition with hierarchy.

No sales team hierarchy is

maintained in the current system.

Assignment of sales target and

monitoring.
Sales team performance as well as
incentive management.
Campaign and Interaction
Management

Discount Scheme.
Mailer to select group of customer or
customer group or select set of
contacts.
Log of interaction.

Manual control over sales team

KPI and target and its monitoring
thereof.
Campaign and interaction is
managed manually currently.
Need to be integrated into the
system.

4.2 Some Key Observation

Lead to Opportunity Cycle
Lead is generated from various sources like
Inside sales team, BDM, BDE. The lead can
either be new or from existing customer.
The total customer base is divided into two
group Pro circle and Regular customers. The
pro circle customers are looked after by the
account management team. For other
customer it is done by the inside sales
team.
The validator qualifies an incoming enquiry
on the basis of Customer Need,
Infrastructure details, Used products.
On further interaction if the value of
customers need increases then the lead
goes for further evaluation to the technical
team. The system should have the facility
to automatically assign the leads on the
basis of the abovementioned criteria.
Lead probability and prognosis need to be
mapped.
The value based lead escalation is done as
described by the diagram.
For eight separate product portfolio there
are 8 product managers.

Opportunity to Delivery Cycle

Back to back Sales quote Sales Order is to
be generated on a successful conversion of
the opportunity. Currently this process is not
integrated.
The stock position is to be verified to
commit the expected delivery date to the
customer.
The purchase process is decentralized in all
location hence location wise inventory
position tracking is one of the key focus
area in this process.
The purchase and delivery lead time also
plays an important part in the order
promising process. Currently this is done
manually.

Goods receipt process is not recorded by a

gate entry document. The points are
elaborated in the below tables.

For overall control basic reports like Sales,

Stock and Purchase Registers, Aging
Analysis reports are to be generated on a
real time basis.

4. Accounts Receivables
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4.1 Key Function Area

Function Area

Macro Level Process Elaboration

Key Pain Area as envisaged

Customer Master

Customer Base data likenName,

Address contact detail and other
history like Sales and Payment history,
Delayed shipment and credit control
related data need to be stored.

No central data base for customer

master resulting in duplication and
lack of control. No customer code or
unique identification no is maintained.

Order to Cash Cycle

Integration

Includes process like sales order

creation, delivery to customer invoice
creation and booking with all
localization requirements.

Currently done in legacy system and

no backward integration with
inventory module.

Rate Validation Mechanism

Price master for a period and for a

product part number and group.

No price master is maintained in the

system so that system can pick up
automated price.

Order Timeline Promising

Shipment date promising based on

product availability and delivery lead
time.

No automated order promising is

done from the system

Credit Management

Credit limit value based and due date

based.

No credit management is done

through the system. Hence at the
time of creating sales document

Discount and Scheme

Automation

Product line and part number wise

trade discount with date control.

Discounts and schemes are handled

manually now.

5. Account Payable
5.1 Key Function Area
Function Area

Macro Level Process Elaboration

Key Pain Area as envisaged

Vendor Master

Vendor master data with all related

information like vendor name address
contact info and purchase and payable
history.

Data visibility is not there in the

current system with all related data.

Order Finalization Process

RFQ Vendor Comparison Purchase

Order

Not followed in the system at present.

Order to Cash Cycle

Integration

PO generation and print

Part receipt of material

Goods receipt process and stock

updation

PO cancellation

Auto generation of the vendor

payable with all taxation
requirements.
Rate Validation Mechanism

Price list is to be maintained in the

system so that the current

Double taxation on some order.

Overall visibility and control of
data
No rate validation mechanism in
system at present.

6. Inventory Management
6.1 Key Process Area
Function Area
Item Master

Macro Level Process Elaboration

Item master with product specification
and identifiers like product group and
category

Key Pain Area as envisaged

Items are not codified in the
system
No master is maintained for item
with product group and category
hierarchy.

Item Tracking through Serial

Number, Part Number

Inventory tracking through part

Number and serial number.

Need detail tracking and control over

part number and serial number
tracking

Item Vendor Relation

Relation between item master and

vendor master for ready reference at
the time of purchase.

No vendor to item relation is

maintained to automate price
tracking.

Location wise stock tracking

mechanism

Location wise view of stock availability

by part number and product code to
help order promising and

Not maintained on a real time basis at

present.

7. Service Management
7.1 Key Function Area
Function Area

Macro Level Process Elaboration

Key Pain Area as envisaged

Service Contract

Service Agreement for all types of

service including software
development operation.

Need to be maintained in the system.

Currently handled discreetly.

Warranty Management

Warranty start date and end date is to

Currently no warranty management is

be captured with product serial and

part number for internal reference.

done in the system.

Call logging

Call received by the account

manager which is escalated to the
department head of the related
product.

The call logging and escalation is

done in Share point in a discreet way.

Resource Alignment

The resource is to be aligned as per

product group and availability

Resource assignment is done

manually now

Resource booking status is to be

assessed for a single call and for a
given period of time.

No system driven working calendar

is maintained which sometime
leads to time conflict in resource
engagement.

Resource visit to customer.

Not done in the system in a

comprehensive manner.

Activity Management and

Analysis

Recording call report in the system.

Capturing fault and resolution
details.
Maintaining a central data base for
all call history.

Escalation Management

If the call is not resolved by a

particular engineer it has to be
escalated to an alternative
resource.

No set process or workflow for call

escalation process

The head, the current resource and

the alternative resource is to be
notified.
Call Closure Mechanism

Call closure after customers

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No set process or workflow for call

closure process

Internal Order Booking

Order raised by service department

for services rendered to hardware
sales department

No internal order generated in the

system

Notification and Service

Alerts

Notification on resources
Assignment

Not done through the system. Need to

be integrated with the Alert
mechanism.

Notification on warranty expiry

Notification on
Overdue contract payment
milestone
Payment Control

Payment milestones are decided on

the basis of service contract.

Not done through the system on a real

time basis.

Due date control is required to

monitor customer receivable at a
certain point of time
The alert on customer dues, Aging
analysis report is required to

8. Deployment Architecture
As Alliance Pro Sys is gold certified MS partner it has already got a 250 user MS- Dynamics CRM license
from Microsoft as a part of there service contract. The primary aim of this engagement would be to
implement MS Dynamics CRM to automate the following process of Alliance so that they can protect
their investment on the license component.
Marketing Management
Sales Force Automation
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 Service Management
But on top of the application Alliance management also intend to implement a detailed work flow
integrated in the above process. While considering the scope we need to take into account the fact that
MS-CRM will provide neither any financial integration nor it will give any backward integration with
inventory management module. To address this following are the separate approach of deployment
architecture as planned by our technical team.

8.1 Approach One

While doing this we kept the legacy system i.e. Tally ERP V 9.0 of Alliance in mind. One as a functional
touch point of CRM with Tally ERP in Sales, Purchase and Service data namely Sales, Purchase and
Service Orders. The data will be generated in CRM which is to be pulled into Tally data base through a
Tally interface. Other than that all the other functions described above is to be handled through CRM.
CRM has the capability of generating the sales data but it does not have the purchase engine in built
hence to map the purchase data integration XRM as a development tool is to be implemented on top of
CRM. There are a couple of different definitions for XRM. One is that the x stands for extended, as in
extended relationship management. The other definition is that the x is a variable, and means
anything relationship management, such as partner relationship management, constituent
relationship management, employee relationship management, etc. Both of these definitions are
referring to building any application on top of the Microsoft Dynamics CRM platform. Building an XRM
application can take the form of customizing the existing customer relationship management
applications that are included in Microsoft Dynamics CRM, or by designing completely new line-ofbusiness applications that are not based on the sales, service, or marketing capabilities included in
Microsoft Dynamics CRM.

8.2 Approach Two

All the above consideration that is followed in approach one will remain same in case of approach two.
The only difference is instead of connecting CRM and Tally and building application using XRM platform
we can integrate MS Dynamics Nav-2009 with CRM. MS Dynamics Nav does have a direct connector
available which can pull and push data in and out of CRM on a real time basis.

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8.3 Proposed Deployment Architecture

Tally
Application
or Dynamics
Nav

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8.4 Comparative Analysis of Approach A and B

Evaluation Point

Approach One

Approach Two

As the work in Tally is done on a

distributed architecture, integration of
data at branches with CRM is going to
be a challenge.

Since both the product will run on client server

architecture and both the products are
seamlessly integrated there will not be much of
challenge in the synchronization of the two
applications. Monthly data merging will also
not be required.

Ease of Operation

For CRM training would be required

but as the users are more conversant
with Tally not much of training would
be required.

User adoption would be required for any new

back end application as well as MS-CRM.

Data Duplication

The Sales and Purchase document

generated in CRM and XRM will also
be created in Tally with tax and other
localization, resulting in duplication of
effort.

As the SO and PO booking is handled in other

Dynamics product automatically the data
duplication will happen.

Scalability

The system will not be scalable which

a major area of concern for
AlliancePROSYS is. In case any future
change in the interface is also need to
be customized.

The proposed system would be scalable to

cater the increasing pressure of operation of
the company. There will not be any

Effort on Development

Effort will be on higher side in case we

integrate CRM with another Non- MS
product. In this case a Tally
development partner also needs to be

Effort will be less as two MS family product is

seamlessly integrated. In this case the whole
solution can be provided by Metalogic Systems.

Data
Synchronization
Integrity

Base
and

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involved.
Cost of Ownership

Since the two applications are to be

delivered by two different vendors the
ongoing cost of maintaining the
applications
and
integration
challenges with every new release of
respective applications will increase
the overall cost of ownership.

Since both the application are on MS platform

and will be delivered by Metalogic Systems the
integration and support challenges and the
cost of ownership will be lower side.

9. Pain vis--vis coverage map in MS Dynamics

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** The red area signifies the Tally ERP coverage on the key pain area.

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10. Solution Overview

Solution Overview for Alliance ProSys

Service Management

Customer Relationship Management

Lead and Opportunity

Account Management
Activity Automation
Sales Force Management
MIS and Reporting

Receivables and Revenue Management

Customer and Dealer master.
Complete order to cash cycle.
Credit Management.
Automated aging and collection details.
MIS and Reporting

Service Contract
Dialer Integration
Call Logging
Resource Assignment

Call Escalation and Closure

Procurement and Material

Management
Item master as per different
product group and part no.
Complete procure to pay cycle.
Center requisition, branch control
of inventory item.
MIS and Reporting

Finance and Accounts

Chart of Accounts

Integrated branch accounting with

centralized control

Asset Management
Bank Management
Budget and expense management

Localization Layer
Workflow Foundation Layer
Reporting and BI Layer

10.

Implementation Methodology

The flow chart below describes the complete life cycles of the project
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Activity in Brief
Envisioningdetermining the degree of fit between the Customers business requirements and
existing systems and Microsoft Dynamics product, thereby configuring and customizing the product to
meet specific Customer needs. The key deliverables of this phase is the Functional Requirement
Document and the FIT GAP Spreadsheet highlighting the quantum of customization scope.
Design & Development-- The goal of this phase is to build and test the system components defined
and approved in the design specifications, including developing the customizations, integrations and
interfaces, and data migration processes.
DeploymentThe Deployment phase is where all the efforts of the project team come together for a
successful transition to the new Microsoft Dynamics solution. Key activities in this phase include End
User Training, Performance Testing and User Acceptance Testing, and the actual cut-over to the new
production environment.
Proof of Conceptthe purpose is to demonstrate how specific high level requirements can be met by
Microsoft Dynamics. High level requirements or areas of particular technical concern are partially
configured during the Proof of Concept to ensure they are achievable.
Operationthe Operation phase defines the activities required to close the project, provide post
production support and transition the solution and knowledge to the customer. Key objectives of this
phase include providing post go-live support, transitioning the solution to support, performing a final
quality audit, and project closure.
Optimization & Up gradationthe optimization and up gradation process is a post go live process
which primarily aims at constantly monitoring the performance of the application in terms of number of
technical and functional parameters and up gradation process involves effort to graduate the
application into higher and modifies versions.

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