Incapsulate Quote for
City of Fresno Council CRM
July 2023
2 Proprietary & Confidential - For Intended
Audience Only
Scope: Fresno City Council receives a number of questions, issues and complaints on the phone and via email. The Council would like to implement a Customer Relationship Management (CRM) System to effectively manage email interactions with their constituents. Incapsulate can provide this Solution using the Salesforce Service Cloud Platform Project Details:
● Setup Salesforce Service Cloud
● Configure Email to Case
● Configure User Security
● Configure Case Management
● Configure Reports & Dashboard
Timeline: Production Ready in Eight (8) Weeks
Fresno | Council CRM Implementation Overview
3 Proprietary & Confidential - For Intended
Audience Only
Fresno | Council CRM Architecture
4 Proprietary & Confidential - For Intended
Audience Only
Fresno | Council CRM Timeline
Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7 Wk 8
UAT
● Assist in User Acceptance Testing
Discovery & Alignment
● Conduct Discovery
● Align Requirements
● Document Acceptance Criteria
Fresno to provide
● Access to Salesforce
Environment
Project
Kickoff
System
Acceptance
Training
● Conduct Remote
Train-The-Trainer Training
Deployment
● Support Go Live
Activities
System Go
Live
Salesforce - Service Cloud
● Configure Email to Case
● Configure Email Templates for Notifications & Correspondence ● Configure Reports & Dashboards
Salesforce - System Setup
● Configure User Roles & Profiles
● Set Up Private Security Model
5 Proprietary & Confidential - For Intended
Audience Only
Fresno | Council CRM User Stories Details (1 of 2)
Category Type User Story Details
Salesforce Setup
Initial Setup Setup of new SFDC Service Cloud
Instance
Security
Configure Profile Council/workers
Portal Users
Configure Role 2 Roles per district
Configure Org Wide Default Sharing rules
and record visibility For Cases - each district to only see their Cases Set up of Org Wide Emails 1 Email per district
Analytics Dashboard Configure a dashboard that includes 4 reports
One standard Dashboard with the 4 reports that will be
configured and cloned for each council member.
Integration Address Validation Validate address against City Database City to provide access to city official address repository 6 Proprietary & Confidential - For Intended
Audience Only
Fresno | Council CRM User Stories Details (2 of 2)
Category Type User Story Details
Salesforce
Configuration
General
Functionality
Account and Contact management
Contact/Account Duplicate process
Email Template Estimated 10 Email templates (HTML based) Email Alert Emails auto sent on creation and closure
Apps 1 App for the Councils to share
Page Layout Cases, Accounts, Contacts
Lightning Record Page Configuration Cases, Accounts, Contacts Validation Rule Estimate 5 validations on the Cases
Estimate 3 on Contacts and Accounts
List Views for Cases, Contacts and Accounts
estimate total of
Enable Chatter internal purposes only
Email to Case 7 Routing Rules for Email
Case Management Support Process to manage the lifecycle of Cases, 1 Record Type for all Cases 7 Proprietary & Confidential - For Intended
Audience Only
Fresno | Council CRM Implementation Cost
* Excludes any Contract Vehicle Uplift and Salesforce License Cost Type Category Price * Notes
One Time Incapsulate Professional Services $149,638.50 Implementation of CRM Total (Professional Service) $149,638.50
Annual Optional Managed Services $5,000.00 Application Support for bug fixes only provided by Global Support Team
Total (Optional Managed Service) $5,000.00
Total (Professional & Optional Managed Service) $154,638.50 8 Proprietary & Confidential - For Intended
Audience Only
Fresno | Council CRM Payment Schedule
* Excludes any Contract Vehicle Uplift and Salesforce License Cost Type Date Price * Deliverable
Incapsulate Professional
Services
Project Kickoff $75,498.57 Implementation Plan
Month 1 $45,482.51 Requirements Traceability Matrix
Month 2 $28,657.42 UAT Approval
Optional Managed
Services Project Kickoff $5,000.00 Project Kickoff Meeting 9 Proprietary & Confidential - For Intended
Audience Only
Fresno | Key City Responsibilities
● Fresno will provide timely access to Council staff and Subject Matter Experts (SMEs)) ● Fresno will provide all necessary licenses at Project Kickoff ● Resolution of issues by the City in three (3) business day will allow implementation to remain on target ● Fresno will provide the necessary administrative and security access to enable Email to Case Functionality from the Council website
● Fresno will provide System acceptance one (1) business day after UAT ● Fresno will provide End User Training
● Fresno will be responsible for any Business Change Management activities 10 Proprietary & Confidential - For Intended
Audience Only
Fresno | Council CRM Key Assumptions
Public Web Portal ● Out of scope
Data Migration ● Out of scope
Integration
● Integration limited to address validation only
● Assumes city will provide necessary address repository to validate addresses, Incapsulate not responsible to maintain the repository
● Integration with any other external system is out of scope, for example Telephony, GIS for reporting, MailChimp and SurveyMonkey
Web Portal & Mobile App ● Out of Scope
Standard Reports & Dashboard
● Only One (1) Dashboard with up to four (4) reports will be configured and cloned for each council member. Changes to cloned reports are not in scope
● Location and map related reporting will be done by the City GIS team and not through Salesforce Train-The-Trainer ● Up to Six (6) one hour remote train the trainer training sessions ● End user training, change management and rollout support is not in scope System
● Project will be delivered remotely by a blended Onshore and Offshore Team ● System will be delivered in a new Salesforce org and all licenses will be available at Project Kickoff ● Configuration only. custom development is not in scope ● All Salesforce limits apply. Compatible with n-1 browser versions ● Fresno will be responsible for providing required access to external systems ● Campaign, Newsletters, Mass Email Communication will be managed in Mailchimp or SurveyMonkey and not in Salesforce. ● Setting up OmniChannel, Chat, Chat Bot, Text Bot etc are out of scope ● 7 email address for council will be routed into Salesforce, Email addresses are accessible by the client to set up forwarding rules
● Standard address validation with coordinates included Managed Services ● Incapsulate Hyper Care not included in quote ● Application Support will be provided by a blended Onshore (20%) and Offshore (80%) Team Deployment
● Incapsulate will deploy the system into production
● Fresno Team will be responsible for providing the necessary admin access ● Plan assumes a 2 week discovery, SME and client resources are available during this discovery period ● Plan assumes 2 weeks of UAT and Go Live, assumes client resources to complete UAT ● Developing online forms is out of scope
Documentation ● Standard Salesforce documentation will be provided ● Custom documentation is not in scope
11 Thank You
Dilshad Albert
[email protected]
202-476-0024