Gartner Research

CRM RFP Pro Forma Requirements Template for Customer Service and Support

Published: 07 May 2001

ID: G0097937

Analyst(s): Gareth Herschel , Tom Berg, Colleen Amuso, Ed Thompson , Wendy S. Close, Beth L. Eisenfeld, Mitchell R. Nitzan


Management Summary Customer relationship management (CRM) is a customer-focused business strategy designed to optimize profitability, revenue and customer satisfaction. To realize CRM, organizations must implement collaborative enterprise processes and technologies that support customer interactions throughout all channels. This report is one of a series and provides a pro forma requirements template for a request for proposal (RFP) for customer service and support (CSS) functionality -- one of the domains of CRM. Enterprises requiring templates of pro forma requirements for sales or marketing should refer to the following companion reports. o "CRM RFP Pro Forma Requirements Templates for Sales" o "CRM RFP Pro Forma Requirements Templates for Marketing" All enterprises pursuing CRM should review the general CRM overall requirements matrix and questionnaire included in "CRM Software Requests for Information and Requests for Proposals." The following material is intended to be a listing of the most commonly requested or desired functionality to support the customer service and support business function. Each enterprise has different needs and business requirements; therefore, not all functionality listed will be important or required for every enterprise. The requirements listing in this report is to be used as a guide. Enterprises should review the desired functionality carefully and tailor their RFP or request for information (RFI) accordingly. In addition, enterprises may need to add functionality capabilities to the listing, as it is not an all-inclusive list and serves as a guide only.

Table Of Contents
  • Management Summary
  • Inquiry Management — Inquiry Creation Capabilities
  • Predefined Data Entry Procedures
  • Data Tracking of Specified Data Within a Database
  • User Follow-up and Accountability Tracking
  • View/Search/Sort Capabilities — Workload Review
  • View/Search/Sort Capabilities — Inquiry Viewing Capabilities
  • Searching Mechanisms
  • Sorting Functions
  • Status Change Execution and Review
  • Inquiry Template Management — Predefined Templates
  • Template Customization and Definition
  • E-mail Inquiry Management Capabilities — E-mail Services
  • Web Site and Internet-based Support — Web Support
  • Fax Inquiry Support
  • Web Self-Service Capabilities
  • Account Review
  • Trouble-Shooting
  • Promotions
  • Personal Profiles
  • Knowledge-Base Engine
  • Product Information Knowledge-Base Support
  • Quality Assurance Capabilities
  • Contract Management Features
  • Subscription Management
  • Customer Billing
  • Workflow Assignment
  • Customer Service Calendar Management and Scheduling
  • Escalation Capabilities for Services Activities
  • Alerts and Notifications
  • Basic Call Management and Routing Functions for Service Activities
  • Database Support in Call Management
  • Call Queuing IVR and Call Blending Support
  • Basic Call Center Agent Interface Features Supporting Services
  • Interfaces Features Pertaining to Queuing, Call Selection and Call Transfers
  • Call-Center Service Script
  • Call Blending Support for Inbound and Outbound Call Activity
  • Service Activities Reporting
  • Service Inquiry Statistics on Call Center Performance
  • Data Collection and Output Support for Analyzing Call-Center Activities
  • Field Service Dispatch — Service Contracts and Billing
  • Field Service Dispatch — Service Call Management
  • Field Service Dispatch — Field Service History
  • Returns and Repair Capabilities
  • Field Service and Dispatch Information Processing via Handheld Devices
  • Dispatch Support and Follow-up Activities
  • Inventory Management
  • Acronym Key

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