Salesforce.com Implementation Approach

We will work closely with the client project manager at the onset of the project to:

• Confirm project objectives and priorities with the project sponsors
• Identify project participants
• Establish the detailed BPR schedule
• Conduct a project kickoff meeting
• Conduct one on one interviews with core users to understand today’s business processes and pain points

These activities are intended to establish organization and instill good communication principles right from the start of the project.

The Business Process Review (BPR) is a series of meetings with key client personnel to facilitate the mapping of business processes to Salesforce.com. These sessions identify the configuration, data migration, and training required for the implementation. The outcome of these meetings is the Summary of Findings (SOF) deliverable, which documents:

• Project Objectives
• Functional Requirements and the Salesforce.com Design to meet those requirements
• Application Administration, User Roles and Security rules
• Data Migration Requirements and a High-Level Design to meet those requirements
• Integration Requirements and a High-Level Design to meet those requirements
• Training Requirements and the Training Execution Plan

A SOF review takes place at the completion of this phase. This review is a milestone in the project and moves the project into the Configuration and Development phase.

The Configuration & Development phase of the project is when Arrowpointe takes the time to:

• Configure the Salesforce.com application
• Develop Data Migration Processes
• Develop Data and Application Integrations

The Review period is an extension of the Configuration & Development phase. Time is set aside for the business users to review the configuration of the Salesforce application (Application Review). This is typically done while the Configuration & Development phase is still in progress. Prior to go-live, time is set aside for a review of the migrated data within the new configuration (Data Review). This is typically done by a select group of individuals near to the system go-live.

Findings from these reviews are incorporated back into the configuration and development.

Arrowpointe is open to how you would like to handle your training. We are fully capable of producing your training documentation and delivering the training onsite, via web sessions or your preferred method. Our goal is for you to become self-sufficient in training new users and in performing incremental training ongoing. Typical training deliverables include:

• Classroom Training Presentation
• Quick Reference Guides
• FAQ
• Information on accessing Salesforce.com provided training and the online Help
• Addition of “Quick Links” to theTraining Materials on the Salesforce.com Homepage or a Custom Tab

After the completion of training, Arrowpointe will perform knowledge transfer with the administrator(s) of the system.

Additionally, Arrowpointe will be available for support questions for a period to be defined in our contract. A typical support period would be 2 weeks with 1 to 2 days onsite and the remainder being offsite and available on call.

Proper communication is critical to the success of any project that will institute a change in people’s day to day activities. We will work closely with the client project manager to establish a communication plan and will facilitate the execution of that plan throughout the entire project. A communiction plan:

• Defines the audiences requiring communication such as Stakeholders, Sponsors, etc.
• Defines the communications to be executed throughout the course of the project. Each communication will be defined by an owner, the communicator, the communication medium, the date/time of the communication and the intended recipients.
• Communication Schedule

Arrowpointe will co-manage the project with the client project manager. Those individuals are responsible for facilitating the day to day activities and ensuring the project’s success. This team is responsible for:

• Managing the Project Timeline
• Risk & Issue Management
• Ensuring Communication Plan Execution
• Training Logistics

Arrowpointe is happy to provide the project with an online Project Management portal for the duration of the project. This portal provides a location for documenting Milestones, To Dos and project messages.