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Questions for Clarifications

S.No.

Section
CRM

CRM

CRM

CRM

CRM

5
6
7
8
9
10
11
12
13
14
15

CRM
CRM
CRM
CRM
CRM
CRM
CRM
CRM
CRM
CRM
CRM

16

CRM

17

CRM

18

Reporting

19

Reporting

20

Reporting

21

Reporting

22

Reporting

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Reporting

24

33

Reporting
User
manageme
nt
User
manageme
nt
User
manageme
nt
User
manageme
nt
User
manageme
nt
User
manageme
nt
User
manageme
nt
User
manageme
nt
Generic

34

CRM

35

CRM

36

CRM

37

CRM

38

CRM

39

CRM

40

CRM

41

CRM

42

CRM

25
26
27
28
29
30
31
32

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for Clarifications
Query Description

We assume that XYZ bank is looking forward for a CRM product with customization
and not for the complete customized development (fresh development) of the
application. Please confirm.
If above is true; kindly confirm whether XYZ bank has already shortlisted any CRM
tools/platforms or has any preferred list of products?
If yes, please share the details of the same.
We assume that XYZ bank is aware that with any CRM tool, few modules are readily
available and for few modules (such as service management, booking etc.)
customization will be required in order to meet XYZ bank's CRM requirements. We
also assume that XYZ bank will provide their SMEs to provide more understanding
and detailed requirements for the above. Please confirm.
Please suggest do we need to integrate CRM with different sources of data?
If yes please provide a complete list of the integration points and data sources.
Please specify the number of active concurrent users connections.
Please provide details on the anticipated percent growth in the number of users.
How many active users will be performing concurrent transactions on the database?
How many average page views will be there in a day?
What would be average file size upload and download from database?
What type of backup is required? (Incremental / differential / Full backup)
What is expected Backup data retention period?
Is 24*7 monitoring required?
What different kind of reports are required? Please specify.
What all products/services XYZ bank is planning to sell and maintain in the CRM
tool?
What are the different channels for taking requests?
How are the contracts with different service providers currently maintained? Please
provide details on the same.
Please clarify if this is going to be a back office system or web based front end will
also be required for B2C users.
Does XYZ bank require to have the ability to maintain history in order to allow
different analytics. We assume that all the analytics involved will be managed
through the CRM's provided analytics only and no external BI/analytics tool is in
scope. Please confirm.
Please share details as to what specific type of Data XYZ bank wants to be archived.
What will be the criterion for Archiving?
Once archived will these details required to be maintained in the CRM or needs to
be moved to a replication database.
Please provide details on the type of reports and the number of reports required
from the CRM tool.
We assume that there is no requirement of integration with external 3rd party
reporting tool and the functionality of CRM tool will suffice the reporting needs of
XYZ bank. Please confirm.
What are the different sales channels from the sales data will be fetched/pulled ?

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Please share details on the kind of access needs to be configured for different type
of users for reporting.
Also, please clarify if front end users be allowed to create Ad hoc reports or they
only will have the access to the predefined reports.
Does XYZ bank want a single sign-on feature, In this case who will generate User
ID /Passwords and where will it be stored/maintained and validated?
Please explain the different type of roles required to be build (detailed in terms of
Organization/ process workflow chart) along with the hierarchy and delegation
level.
We understand the the third part applications will be given an interface with
appropriate access, kindly suggest do we need to create role based/ hierarchy based
access?
Need understanding of existing rule engine and list of exisiting business rules
Does XYZ bank require static and dynamic packaging facility(list of services to be
offered to any customer) for the current implementation ?
Please share the list of backoffice systems. Has XYZ bank identified the backoffice
systems that need to be integrated with the online tool? Kindly share details.
Please suggest the anticipated traffic on the online tool and the expected number of
concurrent users.
Does XYZ bank have the mobility application requirement in current or future
phases ?
Please suggest the anticipated time to market.
Please suggest the technology stack which is currently used at XYZ bank. Also share
your technology preference if any.
Which solution is preferred choice of XYZ bank: On Premises or Cloud based.
Following modules are primary area of focus in any CRM:
Sales Automation
Marketing Automation
Email Marketing
Campaign Management
Leads management
Campaign management
USer management(Account/Contact)
Order Management(Opportunity/Quote/Order cycle)
Loyalty Management
Please confirm which all areas need to be catered to.Which will be the part of the
current implementation of CRM sokution for XYZ bank.
which entity will be responsible for the content of the Campaigns or this will be
handled by XYZ bank.
Is there any legacy system in place from which data needs to be migrated to the
new CRM?
If yes,Please provide details of the Legacy system.The schema details would be
helpful in identifing the entities in CRM
Is Loyalty going to be a part of the complete Scope.
Please share the data model of the current Data base.As this wud be useful in
analyzing the current data state and mapping it to the required CRM tool
What is the Database in use currently.Does XYZ bank want this to be used for
further implementation or any other suitable Database need to be suggested as per
the Technical design of CRM
What are the paramenters on which a User/Customer is marked inactive in the
current Business scenarios.
What all features wil need to be provided the Customers in the CRM.

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Raised on

Raised By

Answers for the Query

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Comments/Notes/
Impact if Not
Closed

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Remarks

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