Every implementation is lead by the experienced consultants in the Professional Services department at Tour de Force CRM.
Before the start of an implementation, the CRM Project Team and the client will work together to identify the key project team members. Throughout the implementation process, the Client Project Team and the CRM Project Team will join forces to drive the Tour de Force CRM implementation.
The implementation of Tour de Force CRM is truly a collaborative effort between the members of the Client Project Team and the CRM Project Team, and it is this collaboration and team effort that allows the implementation of Tour de Force to flourish within your organization where other CRM implementations may have failed.
Tour de Force CRM Project Team
CRM Project Manager
- Responsible for the scheduling of all work associated with the successful implementation of Tour de Force CRM.
- Works closely with the Client Project Manager to assure that all timelines are met and that all work scheduled is completed.
- Central point of contact from Tour de Force CRM.
CRM Business Consultant
- Learns and understands the business policies and practices of the client in order to assist with the completion of the Implementation Questionnaire, and then performs the base configuration of Tour de Force CRM to best meet the client’s needs.
- Usually the person who is onsite to review the base configuration of Tour de Force CRM, and then performs a basic or introductory training for the Client Project Team and key users of the client.
- Performs the Sales Process Assessment, Mapping, Documentation, and Review Milestone of the implementation, as well as identifies and documents the business policies and rules associated with the client.
- Typically involved with the implementation from the inception of the project through a period of 30 days following the Go Live Phase. If ongoing business consulting is required by the client after this time period, the consulting may be provided by the original Business Consultant or another Business Consultant from within the Professional Services Team.
- In most cases, the Business Consultant role is also the responsibility of the CRM Project Manager.
CRM Environment Consultant
- Has the primary responsibility of working with the Client IT Administrator to perform the Review of Existing IT and Server Architecture, the Establishing Remote Connectivity, the Base Installation and Configuration, and the Initial and Final Data Conversion milestones.
- Resource for answering questions and resolving any issues related to technology, remote connectivity, the infrastructure of networks, the base installation and configuration of Tour de Force CRM, and any server or client side issues related to the operation of Tour de Force CRM.
- Generally involved in the project from start to finish, and is a key backup to the CRM Project Manager.
CRM Application Consultant
- Becomes familiar with the base setup and configuration of the client in order to provide basic guidance and training on the application of Tour de Force CRM within the client’s business.
- Typically performs the Go Live User Training milestone.
- Does not perform the same level of consultative and coaching guidance as the CRM Business Consultant, but does become involved with the Client Product Champion during the Go Live User Training sessions, during which the Client Product Champion will assist in the training process and with the application of specific configurations and business processes associated with the client’s business environment.
CRM Business System Integration (BSI) Consultant
- Ultimately responsible for working with the Client BSI Specialist to reconcile all of the ERP data prior to and during the Go Live Phase.
- Due to the ongoing changes that often occur in an ERP system, the BSI data must be monitored on an ongoing basis to ensure accuracy. During the lifecycle of using the Tour de Force CRM application, the Client BSI Specialist and the CRM BSI Consultant work together to ensure that business process changes in the business system are accurately accounted for in the Tour de Force CRM BSI Connector.
CRM Professional Services Team
- The Tour de Force CRM Professional Services Team consists of two teams; the Support Team and Professional Services. The portfolio of services of the Support Team covers many essential post implementation functions, including but not limited to resolving web support requests and performing web training sessions. The primary focus of Professional Services is business consulting and coaching, conducting a thorough business process analysis, and performing web and onsite training sessions.
- The primary role of the Support Team is to complement the CRM Project Team during and after the implementation of Tour de Force CRM. The Support Team has a portfolio of services designed to assist customers with the maintenance and support of Tour de Force CRM, as well as with their technology environments. One of the goals of the Support Team is to help companies maximize their return on their software investment by training users to be more consistent and more efficient in Tour de Force CRM.
- Typically, interaction between the Support Team and a client starts at the Post Implementation Phase. During the Post Implementation Phase, the CRM Project Manager coordinates an introduction to the Support Team; at this time all customer support requests, training, and consulting services are handled by the Support Team.
Client Project Team
Client Project Manager
- Works with directly with the CRM Project Manager to ensure that all resources that are needed from the client are available to the CRM Project Team.
- Responsible for the scheduling of all work that is required of the client.
- Works closely with their own team, as well as with the members of the CRM Project Team, to ensure that all timelines are met and that all work scheduled is completed.
Client IT Administrator
- Works directly with the CRM Environment Consultant to ensure the proper setup and configuration of all server side components of Tour de Force CRM.
- Responsible for making sure that all workstations are properly set up for the installation of the Tour de Force CRM client software.
- Serves as primary technical contact for the CRM Environment Consultant regarding any connectivity, infrastructure, or Windows server considerations.
Client Tour de Force Administrator
- Primary person responsible for making configuration changes and customizations, customizing grid layouts and views, and applying updates to Tour de Force CRM.
- Will receive training on the utilities and functions needed to administer Tour de Force CRM.
Client Tour de Force Product Champion
- Primary person for questions and answers for internal users once Tour de Force CRM is implemented.
- Shadows the CRM Consultants through each step of the set up and configuration process.
- Works with the CRM Application Consultant before and during the Go Live Phase to reinforce the client’s business process rules, and to verify that Tour de Force CRM is configured to meet these business process rules.
- Has direct access to the assigned CRM Application Consultant to assist in any administrative changes that are required following the Go Live Phase.
- Works closely with the CRM Project Team to resolve all outstanding issues that arise during and following the Go Live Phase.
- Works closely with the CRM Business Consultant to develop a customized User Training Guide prior to Go Live Phase.
Client BSI Specialist
- Works closely with the CRM BSI Specialist to reconcile the ERP data after the CRM Business Consultant has performed an initial review of the data while onsite during the Review and Discovery Phase.
- Should be an individual who has in depth knowledge of the client’s ERP system and understands the business processes and rules that impact how sales numbers are tracked within the business system, i.e. how kits and components are tracked, what types of line items appear in sales history but get removed from sales reporting, or how sales are reported differently for basic customer sales versus commissioned sales.