request for proposal for development and implementation …
TRANSCRIPT
REQUEST FOR PROPOSAL
For
Development and implementation of CRM : Customer Relationship
Management
Issue Date : 16-Nov-2018
Last Date for submission of proposal: 11-Dec-2018
Table of Contents
1.0 INTRODUCTION AND SCOPE ................................................................................................................... 3
1.1 PURPOSE ............................................................................................................................................................ 3 1.2 REQUEST FOR PROPOSAL DEFINITIONS .............................................................................................................. 3
2.0 TERMS OF THE RFP .................................................................................................................................... 4
2.1 ACKNOWLEDGEMENT ......................................................................................................................................... 4 2.2 PROPOSAL DEADLINES ....................................................................................................................................... 4 2.3 COMPANY’S OBLIGATIONS ................................................................................................................................. 5 2.4 PROPOSAL EVALUATION .................................................................................................................................... 5 2.5 RFP TERMS AND CONDITIONS APPLIED TO FINAL CONTRACT ........................................................................... 6 2.6 TERMS BINDING ON BIDDER .............................................................................................................................. 6 2.7 HOLD HARMLESS ............................................................................................................................................... 6 2.8 CONFIDENTIALITY PROVISION............................................................................................................................ 7 2.9 SUB-CONTRACTING ............................................................................................................................................ 7 2.10 ACCEPTANCE OF PROPOSALS ............................................................................................................................. 7 2.11 EVALUATION AND SELECTION............................................................................................................................ 8 2.12 LIABILITY FOR ERRORS ...................................................................................................................................... 8 2.13 ACCEPTANCE OF TERMS ..................................................................................................................................... 9 2.14 OWNERSHIP OF PROPOSALS ................................................................................................................................ 9 2.15 USE OF REQUEST FOR PROPOSAL ....................................................................................................................... 9 2.16 RFP SCHEDULE .................................................................................................................................................. 9 2.17 DELAY IN PERFORMANCE OF THE OBLIGATIONS BY THE BIDDER ........................................................................ 9 3.0 PROPOSAL PREPARATION ................................................................................................................................... 9 3.1 PROPOSAL FORMAT .......................................................................................................................................... 10 3.2 NOTIFICATION OF CHANGES ............................................................................................................................. 10 3.3 CHANGES TO PROPOSED WORDING .................................................................................................................. 10 3.4 BIDDER’S EXPENSES ........................................................................................................................................ 10 3.5 COMPLETENESS OF PROPOSAL ......................................................................................................................... 10 4.0 SCOPE .............................................................................................................................................................. 11 4.1 BUSINESS CONTINUITY: ................................................................................................................................... 11 4.2 INFORMATION SECURITY: ................................................................................................................................ 11 4.3 FRAUD:............................................................................................................................................................. 11 4.4 CRITERIA .......................................................................................................................................................... 11 4.5 PRICING MODEL ............................................................................................................................................... 12 5.0 INTENT ............................................................................................................................................................. 12 5.1 DEVIATION SHEET ............................................................................................................................................ 12 5.2 COMPLIANCE .................................................................................................................................................... 13 5.4 CONTRACT ....................................................................................................................................................... 13
ANNEXURES (ATTACHED)
1. Annexure-I - Scope of Services
2. Annexure-II - Evaluation Criteria's
3. Annexure-III – Commercial bid format
4. Annexure-IV - Vendor Registration Form
5. Annexure V - Non Disclosure Agreement.
1.0 INTRODUCTION AND SCOPE
Canara HSBC Oriental Bank of Commerce Life Insurance Company Limited (“Company”) is carrying on life
insurance business in India. To cater its operation activity, the Company is looking for a partner for development
and implementation of CRM : Customer Relationship Management for which this RFP is being issued.
1.1 Purpose
The purpose of this RFP is to inform potential Bidders of a business opportunity and to solicit proposals for
Development and implementation of CRM : Customer Relationship Management as per requirements of the
Company. Based upon the review and evaluation of proposals offered in response to this RFP, Company may at
its sole discretion negotiate and enter into contracts with one or more successful Bidders. As such there will be
no volume commitment for the services to be delivered under this RFP by the shortlisted bidder.
Notwithstanding any other provision herein, Bidder participation in this process is voluntary and at Bidder's sole
discretion. Company reserves the right to accept or reject any or all bids from a specific or multiple Bidders for
any reason at any time. Company also reserves the right at its sole discretion to select or reject any or all
Bidder(s) in this process and will not be responsible for any direct or indirect costs incurred by the Bidders in
this process.
1.2 Request for Proposal Definitions
Throughout this Request for Proposal, the following definitions are used:
“Bidder” means a company incorporated under the Companies Act 1956,or a partnership firm (or such
other entities or body of individuals/association) that submits, or intends to submit, a proposal in
response to this “Request for Proposal”;
“Service Provider” means the Bidder(s) awarded a Contract resulting from this RFP;
“Contract” means the agreement formed between the Company and the successful bidder as evidenced
by an Agreement issued to the Company;
“Contract Documents” means the Agreement, the Bidders proposal document, the RFP and such other
documents as listed in the Agreement, including all amendments or addenda agreed between the parties;
“Must”, “mandatory” or “required” means an absolute minimum function or capacity, which, if not
satisfied in the proposal, may result in disqualification in the final evaluation;
“RFP” means this request for proposal including any amendments, attachments, and/or clarifications
pertaining to this RFP that may be issued prior to the closing date; and,
“Should”, “may” or “is desirable” means desirable but not mandatory functions or capacities. Bidders
who are able to provide these functions or capacities may be evaluated more favorably than those who
cannot. However the final decision shall rest with the company.
2.0 Terms of the RFP
2.1 Acknowledgement
Company is releasing this RFP for Development and implementation of CRM : Customer Relationship
Management online on its website (www.canarahsbclife.com) and on e-procurement website
(www.canarahsbclife.abcprocure.com) with the sole aim of making the process free, fair & transparent and user
friendly.
The Bid (as per formats) duly sealed and super scribed “Response to RFP – Development and
implementation of CRM : Customer Relationship Management" should be addressed to Shaikh
Qutubuddin, Canara HSBC Oriental Bank of Commerce Life Insurance Company Ltd, 2nd Floor,
Orchid Business Park, Sector-48, Sohna Road, Gurgaon - 122018, Haryana (INDIA).
Please note that the Technical and Commercial bid has to be in separate sealed envelopes duly marked as
Technical Bid and Commercial Bid respectively. Company is not responsible for non-receipt of quotations by
the specified date and time due to any reason including holidays. All questions / clarifications should be
communicated only on email id [email protected] marking a copy to
[email protected] and [email protected]. Quotations received after the
stipulated time or the Due date or incomplete in any respect are liable to be rejected without any prior notice.
Kindly note below the complete details of our organization
Name - Canara HSBC Oriental Bank of Commerce Life Insurance Co. Ltd.
Regd. off. address - 208, 2nd Floor, Kanchenjunga Building, 18 Barakhamba Road New Delhi -
110001
Corporate Identity no. - U66010DL2007PLC248825
Telephone no. - +91 0124 4535500
Fax no. - +91 0124 4535999
E-mail - [email protected]
Website address - www.canarahsbclife.com
2.2 Proposal Deadlines
Pre-bid meeting: A pre-bid meeting to give any clarifications will be held at the Company’s Gurgaon office on
28-Nov-18 (11 AM- 11.45 AM). Bidders are welcome to attend the meeting and ask their questions in an open
forum at the appointed time and venue. Preferably Bidders should send all their queries/clarifications 2 days in
advance and confirm participation on pre bid meeting 1 day in advance. All queries and their answers will be put
on the Company’s website and will be part of this bid document.
Bid Submission: Company must receive duly completed and signed proposals in the manner prescribed no later
than 11-Dec-18.
2.3 Company’s Obligations
The submission and receipt of proposals does not obligate the Company in any way to commit to any Bidder(s).
The Company shall not be liable for any costs incurred by Bidders in the preparation, presentation or any other
aspect of the proposals received by reason of this request, nor is Company obligated to negotiate separately with
any sources whatsoever in any manner necessary to serve Bidder's best interests. Company makes no
representation, implied or express, that it will accept and approve any proposal submitted. Any and all
Contracts which result from this RFP shall be non-exclusive, non-commitment, as-ordered agreements.
Company shall not have any liability to bidders for any interruption or delay in access to the website to obtain
the RFP document/details irrespective of the cause. Company will also not be responsible for any damages,
including damages that result from, but are not limited to negligence. Also Company will not be held
responsible for consequential damages, including but not limited to systems problems, inability to use the
system, loss of electronic information etc.
2.4 Proposal Evaluation
Proposals submitted may be reviewed and evaluated by any person at the discretion of Company’s internal
evaluation team, including non-allied and independent consultants retained by Company now or in the future for
the sole purpose of obtaining evaluations to proposals.
The Company may, at its sole discretion, negotiate and enter into contracts with one or more successful Bidders
for the said services.
Bidders may be asked to further explain or clarify areas of their proposal in writing during the evaluation
process.
The evaluation will be done in two stages:-
Stage 1: - Stage 1 consists of two parts as follows:
i) Technical Evaluation - Technical evaluation for the proposed solution via documentation provided. Post
technical evaluation, only shortlisted bidders may be called for detailed presentation and further engagement.
ii) Presentation & POC – Detailed Presentation of the services (presentation should include case studies, work
samples, Company credentials, competition benchmarking, proposed service solution, proposed methodology
etc.) would have to be made by the shortlisted Service providers. The Presentation should cover the following
elements.
Company Profile, Company’s experience in BFSI space, Key success/ differentiating factors, and
Client references (at least two) preferably in the same industry/nature of work
Proposed Technical Architecture, Recommended Technology Stack Technical Solution and Platform
& Tools envisaged for solution
Project Implementation Overview & Plan, Project Management Approach.
Team Structure, Roles & Responsibilities, and Skills & Experience
Assumptions, Risks & Mitigation Plans.
Quality Management, SLA Driven Delivery and Handover.
Company’s Experience and Case Studies
POC : Cover case study of CRM with use cases both at business and technology level
Stage 2: - Commercial evaluation. Only Technically shortlisted bidders will be considered for the commercial
evaluation.
Bidders are expected to submit their best bid in response to the RFP. The bids quoted shall be according to the
scope of work (Refer Annexure I) in this document.
The only information regarding status of the evaluation of proposals that the team will give to any inquiring
Bidder shall be whether or not that Bidder has been awarded a Contract. Company may, at its sole discretion,
inform any inquiring Bidder of the reason(s) why it was not awarded the bid.
Company reserves the right to conduct a reverse e-auction after the completion of the RFP process, the schedule
of which will be intimated later to all the pre-qualified bidders.
2.5 RFP Terms and Conditions Applied to Final Contract
The terms and conditions of the RFP, including the specifications and the completed proposal, will become, at
Company’s sole discretion, part of the final Contract (the "Contract") between Company and the selected
Bidder. In the event that responses to the terms and conditions will materially impair a Bidder's ability to
respond to the RFP, Bidder should notify Company in writing of the impairment. If Bidder fails to object to any
condition incorporated herein, it shall mean that Bidder agrees with, and will comply with the conditions set
forth herein.
Any exceptions to the terms and conditions or any additions, which Bidder may wish to include in the RFP,
should be made in writing and included in the form of an attachment to the applicable Section in the RFP.
Company will reserve the right to extend the contract beyond 1 year basis mutual consensus of commercials
with service provider.
2.6 Terms Binding on Bidder
Following the date for submission of proposals, and prior to Contract award, the RFP shall be binding upon
Bidder in all respects for a period of 180 days.
2.7 Hold Harmless
In submitting a proposal, Bidder understands that Company will determine at its sole discretion which proposal,
if any, is accepted. Bidder waives any right to claim damages of any nature whatsoever based on the selection
process, final selection, and any communications associated with the selection.
Company reserves the right to award the Contract to the Bidder(s) whose proposal is deemed to be the most
advantageous in meeting the specifications of the RFP. In addition, Company reserves the right to add or waive
any requirements contained in this RFP at its sole discretion with regard to proposals submitted. Company’s
decision on award of Contract shall be final and binding on all the Bidders.
Company shall be at liberty to cancel the RFP / reverse auction process at any time, before ordering, without
assigning any reason.
2.8 Confidentiality Provision
The terms of this RFP, the information provided by the Company herein and all other information provided by
Bidder in connection with the services offered to be provided by the Bidder pursuant to this RFP, are to be
treated by Bidder as strictly confidential and proprietary. Such materials are to be used solely for the purpose of
responding to this request. Access shall not be granted to third parties except upon prior consent of Company
and upon the written agreement of the intended recipient to treat the same as confidential. Company may
request at any time that any of Company’s material be returned or destroyed.
Should Bidder choose not to respond to this RFP, please return all materials and any duplicates thereof at:
Title: RFP for “Development and implementation of CRM: Customer Relationship
Management"
Kind Attn: Shaikh Qutubuddin
Canara HSBC Oriental Bank of Commerce Life Insurance Company Ltd.
2nd Floor, Orchid Business Park,
Sector-48, Gurgaon
Haryana (INDIA) 122018
2.9 Sub-Contracting
The services offered to be undertaken in response to this RFP shall be undertaken to be provided by the Bidder
directly employing their employees, and there shall not be any sub-contracting, franchisee, contract to hire,
consultant etc. arrangement done by the Bidder. The deputed person should be only on bidder rolls.
2.10 Acceptance of Proposals
Company reserves the right to modify the terms of the RFP at any time at its sole discretion and the same will be
uploaded on the website http://www.canarahsbclife.com. The bidders have to remain updated about the same
from the website and Company will not be responsible for such information not being downloaded by the
bidder. Subsequent to the submission of proposals, interviews and negotiations may be conducted with one or
more Bidders, but there will be no obligation to receive further information, whether written or oral, from any
Bidder not to disclose the nature of any proposal received.
This RFP should not be construed as an agreement to purchase products or services. Company is not bound to
accept the lowest price or any proposal of those submitted. Proposals will be assessed in accordance with the
evaluation criteria.
a) The bidder is required to voluntarily disclose at the time of bidding if any of its sister concerns/group
companies/relatives are directly or indirectly participating in this RFP.
b) All quotes to be supported by Copy of Pan Card, Certificate of incorporation, GST registration detail and
address proof.
c) Company reserves the right to terminate the Agreement/ Contract in case Service Provider gets blacklisted by
any other organization/Department of Government of India or State Governments during the course of supply of
material or services, if Service Provider is convicted in a legal/tax evasion case or on account of any other legal
misconduct of the Service Provider, unsatisfactory past performance, corrupt or fraudulent practices, any other
unethical business practices.
d) The bidder shall disclose if any of the bidder(s) are sister concerns/group companies/associates/affiliate
entities or any of such entities employees/directors/shareholders are applying for this RFP/RFP process. Further
the Service Provider shall disclose if any of its sister concerns/group companies/associates/affiliate entities or
any of such entities employees/directors/shareholders are related to the Company and/or to its
employees/directors/shareholders.
e) Please submit the flowing document along with proposal.
Service Provider Profile form. Duly filled Service Provider profile form along with the document mentioned
above in point no. b
The bidder is required to voluntarily disclose at the time of bidding if any of its sister concerns/group
companies/relatives are directly or indirectly participating in this RFP.
Duly filled Non-Disclosure Agreement to be printed on non judicial stamp paper of Rs 100/- and signed. Same
should be part of the response document.
2.11 Evaluation and Selection
A committee will evaluate proposals against the mandatory criteria as detailed herein. Proposals meeting all the
mandatory criteria will then be assessed and scored against the evaluation criteria. Company’s decision on
evaluation shall be final and binding on all the bidders. Bidders who qualify the evaluation criteria will be
empanelled for services. Commercial bids will be asked from the qualifying bidders post technical evaluation.
Any deviations from the skill set / experience / prerequisites/ requirements and/or the terms and conditions of
the Tender Document shall be submitted explicitly along with convincing reasons in the format attached (refer
Clause 5.1). Company will not provide any justification in case it rejects the deviation and Company reserves all
rights to reject or accept any deviation.
In case the Bidder intends to notify any grievance or concerns pertaining to the fairness of the complete process including but not limiting to bid submission or selection of Service Provider then the Bidder may send an e-mail at whistleblower@canarahsbclife giving requisite details for seeking any clarification.
2.12 Liability for Errors
While Company has used considerable efforts to ensure an accurate representation of all the details as is
required for the proposed services, the information contained in this RFP is supplied only as a guideline for
Bidders. The information is not guaranteed or warranted accurate by Company, nor is it necessarily
comprehensive or exhaustive.. In the event Company finds that the objectives of the intended outsourcing is
better achieved by processes/procedures other than those mentioned in this document, Company shall have the
right irrespective of the fact whether it has already received proposals from intending bidders or not, to effect
such changes and enter into negotiations with one or more Bidders at its sole discretion for such
changed/modified processes.
2.13 Acceptance of Terms
All the terms and conditions of this RFP shall be deemed to be accepted by the Bidder and incorporated in its
proposal unless specifically notified otherwise.
2.14 Ownership of Proposals
All documentation, including proposals, submitted to Company will become the property of Company.
2.15 Use of Request for Proposal
This document or any portion thereof, is the property of Company and may not be used or copied for any
purpose other than the submission of the Bidder’s proposal.
2.16 RFP Schedule
Company advertises RFP on its website 16-Nov-18
All inquiries/clarifications regarding RFP 28-Nov-18
Pre-Bid Meeting 28-Nov-18 (11 AM )
Bidders’ deadline for submitting responses to RFP 11-Dec-18
Company informs final selection to bidders TBD
2.17 Delay in performance of the obligations by the Bidder
The short listed Bidder(s) must strictly adhere to the schedule, specified in the agreement to be executed
between the Company and the Bidder(s) for performance of the obligations arising out of the agreement and any
delay will enable Company to resort to any or both of the following:
i. Time and date stipulated for completion of work is the essence of the contract.
ii. If any part of the contract is not satisfactorily remedied within reasonable time, Company may
proceed to do the work at Bidder’s risk and expenses without prejudice to any other contractual
rights, which Company may have against Bidder in respect of any such non performance.
3.0 Proposal Preparation
This section defines the proposal preparation and submission procedures, which are to be followed by all
Bidders. Bidders are cautioned to carefully read and follow the procedures required by this RFP. Please note
that deviations may be cause for rejection of your proposal.
3.1 Proposal Format
As part of the Bid documents, the Bidder shall provide among other details, the following information and shall
also adhere to the instructions mentioned below:
a) Bidder’s name and address, Bidder’s telephone number, email address and a contact person.
b) One page letter of introduction identifying the Bidder and signed by the person or persons authorised to sign
and bind the Bidder to statements made in the proposal. The returned RFP will be referenced as an
attachment if/when a contractual agreement is executed. This document has to be uploaded and mapped
with this corresponding schedule.
c) Please follow the format of this RFP, placing answers in the text box immediately after sections requiring
responses. Please do not enter any information into any part of this document other than the boxes provided.
The boxes will expand to accommodate responses of any length.
d) NO CHANGES TO THE LINES, FORMAT OR STRUCTURE OF ANY SPREADSHEETS IS
PERMITTED. CHANGING THE SPREADSHEETS IN ANY WAY, OTHER THAN INSERTING THE
REQUIRED INFORMATION, SHALL BE CONSIDERED CAUSE FOR YOUR COMPANY’S
DISQUALIFICATION FROM FURTHER ANALYSIS AND PARTICIPATION IN THE RFP PROCESS.
e) Any additional information, brochures, etc., can be provided at the discretion of the Bidder and should be
clearly labelled and uploaded.
f) Bidders are requested to submit the draft agreement copy along with the RFP response.
3.2 Notification of Changes
All recipients of this RFP will be notified of any changes if any made to this document prior to the due date of
submission of proposals.
3.3 Changes to Proposed Wording
The Bidder will not be permitted to change the wording of its proposal after submission to Company. No words
or comments will be added to the general conditions or detailed specifications unless requested by Company for
the purposes of clarification.
3.4 Bidder’s Expenses
Bidders are solely responsible for their own expenses in preparing and submitting a proposal to Company, if
any.
3.5 Completeness of Proposal
By submission of a proposal, the Bidder warrants that all components required to manage the program have
been identified in the proposal or will be provided by the Company at no charge.
3.6 Sub Contracting
The services offered to be undertaken in response to this RFP shall be undertaken to be provided by the Bidder
directly employing their employees, and there shall be no sub-contracting done by the Bidder.
4.0 Scope
Detailed scope shall be as per Annexure-I.
4.1 Business Continuity:
The Service provider shall mandatorily have a Business Continuity strategy in place.
The same will be taken into consideration as part of the Technical Evaluation.
4.2 Information Security:
Information security requirements shall be put in place by the service provider to ensure protection of
confidential information of the Company and its policyholders from intentional / inadvertent disclosures to
the unauthorized persons.
The Service Provider shall provide details of their Information Security and the same will taken into
consideration as part of the Technical Evaluation.
The Service Provider shall be required to comply with information security directives/changes issued by the
Company from time to time.
4.3 Fraud:
The Service Provider shall provide details of their Anti-Fraud controls and the same will taken into
consideration as part of the Technical Evaluation.
4.4 Criteria
The purpose of this section is for Bidders to provide information to demonstrate to Company that its services
offering satisfy Company’s requirements.
The bidder should also demonstrate that it has the financial and organizational infrastructure to fulfil the
fundamental requirements set out in this RFP. Bidders not meeting them or not demonstrating that they do meet
them may not receive further consideration during the evaluation process.
4.5 Eligibility
Service provider is expected to provide response specifically to minimum eligibility criteria's and support the same with necessary documentation, wherever applicable
1) Service provider should be a Company incorporated under the Companies Act. 1956 or for service
providers outside India should give initial declaration of PE (Non permanent existence declaration , 10F
and TRC ( tax residency certificate)
2) The Service provider must have experience of satisfactorily providing all or set of processes mentioned
in Scope of services (Annexure A) with at-least 2 BFSI companies for an year and above in India.
3) The Service provider must have mandatory Cloud Infrastructure with data centers within India with
‘high availability".
4) The Service provider should not have been blacklisted by Central / State Governments or PSUs and
should not be in the currency of any punitive measures against itself on the date of opening the tender.
5) Consortium way of bidding and subcontracting will not be entertained.
6) In case any Service provider fails to meet the Company’s Anti Money Laundering (AML) check, bid will
automatically stand rejected and no further evaluation will be carried out against the same.
7) Service provider shall provide its contingency plans, including a plan for disaster recovery and periodic
testing of backup facilities.
8) Service provider must have built-in centralized access-logs at individual level as well as at application-
resources level for security compliance purposes.
The Bidding organizations must comply with the above mentioned criteria. Non compliance of any of the
criteria will entail summary rejection of the offer.
Wherever applicable photocopies of relevant documents / certificates must be submitted as proof in support of
the claims made for each of the above mentioned criteria. Company reserves the right to verify / evaluate the
claims made by the Bidding Organizations independently.
4.6 Pricing Model
The prices have to be submitted in sealed envelopes as per the format given in Annexure III.
5.0 Intent
Please find attached the detail scope of activities proposed to be outsourced, as per Company’s current
understanding of the processes.
5.1 Deviation Sheet
Deviations from Technical Specifications and Terms and Conditions of the Tender
Sl
No
RFP Document Clause Technical
Specification or Terms
Deviation
offered
Reasons and whether
deviation adds to the
and Condition in the
RFP document
operational efficiency
in case of the systems
1
2
3
4
5
6
7
8
9
10
Note:
Deviations from any of the terms and conditions of the tender document should be specified
If any deviations from the technical specifications are warranted, reasons for such variations should be specified
and if such deviations/ variations add to improvement of the overall performance of the systems, those should be
specifically mentioned and supported by relevant technical documentation as specified above.
5.2 Compliance
If there is any deviation reported in managing IT Software & Hardware inventory, 100% software or hardware
cost would be charge from the monthly payment.
5.3 Contract
The Contract / Agreement to be signed with the selected bidder(s) shall be as per the format of the Company.
Annexure-I
Scope of Services
PROJECT DETAILS AND SCOPE OF WORK
Scope Brief
• Study the existing systems and processes to setup a new Integrated CRM system and integrate it with
the required intranet / external applications. Preparing System requirement specifications (SRS) and
Solution Architecture.
• Providing supporting Hardware, Software and Infrastructure required for on Premise/Cloud Solution
implementation.
• Developing the Integrated CRM system providing 360 view of Customer enabling Sales Force, Services
and Marketing Automation and customer engagement
• Integration of existing applications internal and external both and migration of existing Data to the new
solution.
• Warranty, AMC and Technical Support for the new solution for a period of three years, 24*7, 365 days
a year
• Training, Documentation and Manuals for the new CRM designed.
• Audit & Compliance of the CRM as per the IRDAI guidelines
• Data Security as per IRDAI guidelines
Scope includes the development and maintenance of a new CRM Solution and integration the existing
company LOB(Line of Business Systems) with latest CRM Solutions, Custom Plug-ins, tools with
appropriate framework, Customer Relationship Management System (CRM) including CTI Integrations,
Social Media Plug-ins, work flow management and online collaboration and Integration features.
1. Study/ analyses, design a secured and dynamic architecture for the proposed solution.
Specify/recommend required hardware, software and other infrastructures facilities to support the
proposed solution.
2. Providing connected Hardware and Software. The Hardware to be supplied shall have three years’
comprehensive on-site warranty and the software licenses shall have minimum three years’ annual
technical support (upgrade support).
3. Design and Implementation of the New CRM Solution within 2 months from the date of signing of
contract including the migration of contents from the existing systems, support the services for hosting
of the CRM Internally, conduct training sessions to the internal employees of company and Internal IT
Team to get well equipped with proposed Unified Customer Relationship Management Solution
4. 12 Months warranty of the new designed unified CRM solution post implementation.
5. The CRM should adhere to Content Accessibility Guidelines (WCAG) 2.0. Any gap to this should be
identified and the service provider to ensure that the web interfaces is Level AA compliant.
Complaint to Open Web Application Security Project (OWASP) framework.
6. Technical assistance over call 24*7*365 / remote assistance.
7. The required technical resources for implementation of the proposed solution.
8. Single Sign on access to all the internal users of company with AD Integration providing secured
authenticated access to the new redesigned intranet CRM.
The Broad scope of Redesigning Company’s CRM System includes (but not limited to):
1. Product recommendation and Fitment study
2. SI( Service integrator) Partner to suggest the best solution suited to Company needs basis the IT and
business strategy, technical landscape.
a. The solution should be the latest version of the software with a clear product roadmap and
should be in inline with the current technology trends and business/domain trends.
b. Information security should be of utmost importance and should form an important aspect in
product selection.
c. Should be cloud compatible. On-premise option should also be available.
d. Simple licensing model. Single model for all modules.
e. Should be mobile ready, and should work with leading MDMs.
f. Preferable that the chosen product have all the required modules without the need to engage with
multiple vendors for a complete solution.
3. Requirement gathering, Business Requirement Documentation covering all aspects of integration with
other systems and obtain sign-off from Business users.
4. Scoping and project phasing.
5. Capacity planning, Hardware and software recommendation.
6. License rationalization
7. Project Management and reporting
a. Detailed Project plan to be created and published after the study period.
b. Scheduling of daily standup calls, weekly status calls, Steercoms.
c. Publishing of project progress and relevant project documentation to the relevant stakeholder
8. The existing Lead Management System
9. There are around 5 systems. Total number of users of all the internal applications is 300.
10. Scope, Access and data elements discussion, implementation, Process definition. Defining the roles and
access privileges and other external dependencies.
11. Process requirements mapping and architecture framework.
12. The vendor shall submit a Systems Requirements Specification (SRS) document covering all these
points and take formal sign-off from IT department. Infrastructure setup, UX design.
13. Design & implementation of CRM system, API, Security, Workflows, AD integration, etc.
i. Solutions architect to provide a detailed design document, which will be reviewed and
signed-off by Company.
ii. Includes all product customizations
iii. Any micro services development
iv. Any other integrations/development required to complete the functionality, including all
Companysystems like the Dialer/IDAM/Portals etc.
v. Design should take cognizance of the on-going initiative like EDW etc.
vi. Development should follow best practices.
vii. Data security , in motion and at rest, need to be addressed in the design.
viii. TDD and agile methodology to be followed.
ix. Tracking and fixing of defects. Controlling the defect leakage percentage.
x. Version control of code
xi. Maintaining all documentation, in the document library.
xii. Workflow maintenance and development
xiii. Alerts maintenance and development applications support
xiv. Synchronizing the data with current LOB Systems
xv. Modification and developing various reports as required by the company
xvi. Workflow maintenance and development
xvii. Interfaces maintenance and development
xviii. Form Personalization preferably with drag and drop functionality ( including dependent
fields) capable of immediately be available on all filters , search reports and charts
xix. Custom Plug-ins as per business Requirement
xx. Alerts maintenance and development
xxi. Third party integration configuration and trouble shooting
xxii. Implement a framework, policies and governance for adoption and support of the CRM
Solution
xxiii. Implement selected applications and standard templates, with a capability to develop,
edit templates with ease
xxiv. Seamless integration of various internal applications or redevelopment as per the ECM
product solution proposed.
xxv. Integration/Redevelopment/Re-architecting of the current Lead Management System
ACT( Lead Management System)
14. Testing
a. Creation of test strategy and test packs
b. Regression testing
c. System Integration Testing
d. System Acceptance Testing
e. Obtain sign- off on Test Pack from Business users
f. Documentation of Test results along with mapping of expected results against Test case
g. Provide user training and hand hold users to get acquainted with systems
h. QA and User Acceptance Testing
15. Deployment, Training, Knowledge Transfer and End User Training.
16. Plan and conduct rigorous training to End users on business processes
17. Warranty Support and User Manual. (Both Business User Manual, Operational manual, Administrator
manual, functional administrator manual and Technical manual)
18. Performance analysis and tuning measures
19. Environment setups and maintenance, but not limited to
i. Install and set-up the CRM Product and other required Products for the Solution
ii. Installation and configuration of the software stack, for all the identified environments
iii. Regular patching of all components
iv. Creation of admin documentation
20. Migration strategy , if applicable.
21. Production move activities
i. Security testing along with fixes for the same
ii. Load testing
iii. Regression testing
iv. All approvals from different stakeholders.
v. Liaise with internal IT for downtime and promotion activities.
22. Application monitoring and administration
i. Ensure systems performance is in acceptable limits and that agrees SLAs and QoS is
attained.
ii. Identify and fix performance bottleneck, proactively
iii. Product Support, back up & restore [liaise with internal IT]
iv. Regular housekeeping of the environments [archiving logs etc.]
v. Regular log monitoring for exceptions/errors.
23. Support
a. Provide L1, L2, L3 support on the product/solution and should extend to all layers which are a
part of the solutions stack [OS/DB/App server/Ldap etc.] and not managed currently by
Company.
b. Technical Issue resolution with SLA’s
24. DR/BCP activities
25. Periodic license reviews and ensuring license compliance.
26. On-Site / Off-Shore model of engagement can be explored.
27. Management of CRs/estimation
Important: Company will only play the role of a Reviewer and a Consultant. All escalations and any facilitation
required will be provided by Company. All milestones activities will be reviewed and sign-off by Company.
Study Phase
The SI partner should undertake a study period, not exceeding a period 1month to conduct preliminary user
interviews study the IT system and landscape. This period should be utilized to collect/create relevant project
related artifacts like System design documents/Data Dictionaries/Function flows etc. It is to be noted that
Companywill not create any extra documentation and all the project requirements have to be handled by the SI
partner. However Company will align resources for interviews and system walkthroughs.
The nature of help along with the man days efforts expected from Company should be estimated and
communicated to the Company team well in advance.
Important: Company will not provide any SMEs during the project execution phase, any gap/failure to indentify
resource requirements – SMEs/Software Licenses/Additional workstations etc. will not be entertained later.
However provisioning of SMEs/other resources may be considered on a case-by-case basis depending the
request type and criticality.
Resourcing
1. All important profiles/roles for IT will be interviewed and selected by Company.
2. Resource loading plan should be in place during project launch
3. Minimum ramp up/replace time not to exceed the mutually agreed timelines.
4. Resources with Life Insurance knowledge, and India specific implementation experience will be
preferred.
5. Management of resource attrition to be articulated clearly by the Vendor.
6. In case of an off-shore/on-site model the same to be clearly articulated – roles/phases that would be
executed from an off-site location. Network/other logistics requirements to be clearly articulated.
Information security to be considered when proposing an off-site/ODC setup.
Proposed structure
1) Project Manager- Minimum 10-15 yrs experience in CRM implementation.
2) Solutions Architect – Minimum 10-15 Yrs experience in solution design.
3) Architects in the respective Technologies as identified in the study – minimum 10 Yrs experience in
relevant area
4) Senior Leads/ Technology Specialists – minimum 8 to 10 Yrs
5) Developers – 2 to 6 Yrs
6) Lead Business Analyst – 10-15 Yrs
7) Business Analyst – 4 to 8 yrs
8) Test/Deployment manager – 8 to 10 yrs
9) Test Engineers – 2 to 5 yrs
10) Admin/Support engineers – 4 to 8 yrs based on the role/tool
Brief Process Specific scope for reference
o Lead Management
o Customer Service and retention Automation including proactive renewals activities
o Marketing Automation
o Claim process management
1. Lead Management
This would cover the following:
Integration with the current Sales force management system
Sales Funnel management (Lead to closure)
o Lead management
o Guided Selling - target segment focused propositions
Sales Development Prospecting
Quotation Management
Opportunity management (Campaign management & Incentive management)
Contest Management basis business needs
Pipeline management
Sales Analytics ( Dashboards & reports)
o Analytics Based Support
Activity Tracking & management
Login to Issuance Tracking
Reminder & Calendar Management (Scheduling, unifying entire Sales, pre sales, support teams
through shared calendars)
Follow-up Management
Cross Sell/Up Sell
Chat BOT for Sales queries/ Pro-active condition based chat bot
Competition Tracking (leads lost to competitors)
Proposal flow & tracking system
o Integration of business rules within the workflow for approvals etc
o Medicals, Pending for requirement tracking
ATS Integration
Customer 360 - at a glance ability to get deep customer intelligence , current and targeted offers,
behavioral insights beyond the typical customer profile, getting visibility into their contacts,
relationships, product holding, wallet share , documents ,engagement history , service request history
etc.
2. Customer Service Automation
Service & Complaint management
o Omni Channel including digital avenues
Knowledge management
o FAQ
Customer self service Portal
Whats app servicing and Video Calling integration
Expert Collaboration
Customer Service & Customer Support Analytics
360° Customer View
Customer Communication Management through IVR, SMS ,emails and calls ( both incoming and
outbound and any other touch points)
Personalized & Context Related Engagement
Service to Sales Conversion
Renewal and Retention Management
Email and Chat BOT
Historical information availability at front end
Auto-flow of service request in queue on the basis of work load, round and robin etc.
C SAT
Quality control management
Distributor App Integration
One 360 degree view with tracking of service requests
Customer app and portal integration
Customer communication management and possibility of Integrate with Company CCM system
Claims lifecycle management and customer documentation updates
Extendable to field offices with all the features
Represent complete policy life cycle (Policy, client level etc.)
Mobile App for field team on Android and IOS
3. Marketing Management
Potential lead sources using data aggregator
Campaign Management – Email, SMS
Communication Management – Context and personalized.
Qualifying the lead
Event Communication
Gamification capability
Analytics based customer engagement
Goal
Our goal is to:
Resolve customer queries in real-time and address their unique needs seamlessly across all channels
Offer choice in multi-channel customer service by providing customers with channels they often use
Create a centralized knowledge base
Increase renewal income and retention by providing system based enablers
Create a seamless claim processing system
Map and capture triggers for end to end digital on-boarding cycle of customer
Deliver outstanding digital customer experience
Have a tool that can be rolled out globally in a resource efficient way
Develop a migration strategy for customers to move from traditional phone calls to digital channels
Collate data and track effectiveness of resolving customer issues digitally
Have a more integrated solution with fewer key partners/technologies
Improved customer experience, increase in customer lifetime value, increase in trust and increase in
likelihood to buy.
Improve NPS ( Net promoting score) and CES ( Customer experience) scores
Scope Specifications Details available in annexure 2
SERVICES TO BE RENDERED BY THE BIDDER DURING MAINTENANCE PERIOD: -
1. The Bidder shall take up complete Maintenance of Implemented CRM Solution shall provide facilities
Management of CRM solution for a contract period.
2. The Bidder shall be responsible for the installation of Operating system, Data Base system and
application software in case of;
Failure of the Operating system and Data base system.
In case of partition failure or corruption of hard disk.
3. Support for development of any Statuary provision as when required for Central storage, Shared storage
system.
4. Any changes whatever and whenever required by the Authority with effort estimation less than 10 days
are part of AMC Agreement. Change requests with effort estimation more 10 days will be paid as per the
quoted man month rate.
SOFTWARE MAINTENANCE AND SUPPORT
1. System Administration
1. The Bidder shall be responsible to start the CRM servers, schedule shutdown and unscheduled
emergency situation, recovery operations of the CRM, monitoring at periodical interval of the system
response, disk controller, error logging and reporting, operational support for Data Exchange.
2. The Bidder shall be responsible for maintaining and extending support for the unified CRM. This shall
include regular back up and fine tuning of the Database and Application as a whole, the Bidder would
maintain relevant log for the same. Fine tuning of the operating system so that the uptake and execution
of application is faster. The tuning of the file organization so that there is optimal utilization of storage
and memory. Vendor shall be responsible for providing / arranging the third party software / utilities in
case of any reported bugs in the operating system, application software and network management
software.
3. The Bidder shall be responsible for recovery of lost data, restoration and repair of damaged data and the
correction of data to the extent possible in case of partition failures or corruption of the hard disk.
4. The Bidder shall be responsible for restoring the system to an operable state where system downtime is
attributable to application software.
5. The Bidder shall be responsible for a well-defined document for backup and restore policy on the
available database. In case of upgradation of system software and database, the Bidder shall provide a
revised version of backup and restore policy document.
6. The Bidder shall provide a well-defined document for extensive security features at the system and
database levels to ensure security and integrity of the Data and the Application Modules.
7. The Bidder shall provide a well-defined document for auditing the system. It shall include an audit trail
across all modules by associating user id, data and time stamp with add, changes and deletes during any
change carried out in file structure, database and applications.
8. The Bidder shall be responsible for up-gradation of antivirus software either through CD or through
internet.
9. The Bidder shall be responsible for providing all the support for third party auditing of the CRM on the
place of the work and other sites nominated by the company. This shall include support preparation of
test environment, training, debugging and revisions of application software.
10. The Bidder shall depute well-qualified engineer(s) at the site and shall be responsible for all software
installations, system modifications or other actions, which modify the file structure, user interface.
2. SUPPORT AND TROUBLE SHOOTING
Vendor shall be responsible for providing assistance and on job training to the users for acclimatization
with the application and provide support. For providing such services vendors shall provide / post
professional qualified programmers at the site, during the implementation stage.
3. ARCHITECTURE CONSIDERATIONS AND CONSTRAINTS
1. The hardware sized for the CRM applications should be redundant and scalable. All the components
within the server should be hot swappable and should incur no downtime due to component failure.
2. All the servers suggested should have dual power supplies. The power input to the power supplies will
be from separate Uninterrupted Power Supplies which will be fed from two different power sources. In
case of failure of one power supply, the second power supply should be able to take the full load without
causing any interruption in services.
3. All servers should have at a minimum of dual 10G network interface cards (NIC) installed on different
slots. Each NIC will be cabled from a different module on the switch using gigabit speed cabling.
4. High Availability: Application, Web and database servers need to be designed in failover and firm mode
with an ability to ensure full-proof operations.
5. Redundancy: Adequate processing and capacity redundancy need to be built in within the system to
ensure zero to minimal disruption in the overall operations
6. The system allow integration with other software deployed across heterogeneous operating system
platforms.
7. The system should have the capability to use Service Oriented Architecture best practices and should use
industry standards for integration to achieve universal use.
8. Ability to be browser independent. The system should be compatible with the following browsers
Internet Explorer 7.0 or higher
Mozilla Firefox 3.0.7 or higher
Chrome
Safari, Netscape, etc.
9. The system should have modular structure providing the flexibility to deploy selected modules-products-
lines of business combination as per the company’s convenience
10. The system should provide fast and steady response times (Quality of Service). The speed and efficiency
of the system should not be affected with growing volumes, especially during search operations, data
warehousing, reporting, MIS, online processes and batch processes.
11. The system should be operational with good response time using low band width in the region of about
15Kb per user, especially for WAN and internet users.
12. The system should meet the following scalability requirements:
a. Support multi- tier architecture (The Application should at least have the following within its
architecture) for all modules within the application with well-defined interfaces between the layers
Presentation Layer
Business Logic Tier
Data Tier
b. Capability to integrate with external / third party components like Rules Engine, Functional Modules,
General Ledger etc. which should not be point to point integration, but with well-defined interfaces
for data integration using enterprise data model
c. Ability to scale horizontally without redesign
d. Multiple similar hardware and mix of multiple hardware in a horizontal setup.
e. Scalability for external components (External components should not restrict scalability) - Provide
performance benchmarks for similar functions required in company for Solution scalability
f. Ability to scale vertically without redesign
g. Addition of CPU, Memory, Hard disk capacity without causing downtime
h. Support the deployment of additional modules at a later point in time with minimal downtime and
loss of productivity.
i. Support message patterns and protocols supported - e.g. publish/subscribe,
synchronous/asynchronous, push/pull/pool, topics/queues.
j. From an operational perspective, the system should provide enough availability to give comfort to
applicants in terms of reliability and efficiency of the system.
k. Service Level for ensuring uptime should be 99.5 per cent
l. Support SLA's severity 1 should be less than 2hrs. Also provide severity resolution matrix.
m. The architecture should have ‘No Single Point of Failures’
n. All components of the proposed infrastructure should be configured in a fail over mode. This will
ensure no single point of failure of the system and a high availability of the application for its end
users.
o. Primary Site will be hosted at company’s data centre under the existing
p. 20 Mbps (1:1) internet leased line
q. The architecture should include separate environment for development and Quality testing
Annexure – II ( Technical Bid )
IMPORTANT- Please ensure the sequence is followed while submitting details. Section wise numbering to be
followed. Please respond to all questions mandatorily, in case not applicable please mention NA or NIL.
Please share documents/presentation, supporting documents etc clearly marking the questions which are being
answered.
EVALUATION INPUTS
Information required : Organisation Capability
1. Company background and key achievements. Please support with documents wherever
required
2. Business profile & service offered with specific emphasis on BFSI related services. Please support with
documents wherever required
3. Copies of licenses/approvals from various authorities entitling the Service provider to conduct the
activity. Please support with documents wherever required
4. Kindly provide details if you have a competitive advantage over your competitors. Provide examples of
the service areas where you have domain expertise which differentiates you from other service providers
like Employee by function, Domain Experts, Tech staff, Indian Clients references, product features etc.
(Provide Company's address and telephone number and the name and designation of the person), etc.
5. How many BFSI companies (preferably life insurance) is your company currently serving? Mention
company name, the process being handled and support with documents wherever required
a. For how many clients do you provide services (scope) similar to those described in this RFP?
b. What is the average size of your clients?
6. Examples of major achievements while servicing to BFSI clients. Please support with documents
wherever required
7. Explain the current process to manage Customer service activities and customer feedback capturing
mechanisms with CSAT. Please provide supporting documents as well including current SLA’s is being
followed.
8. Explain the current process to manage Renewal & retention process and strategy. Please provide
supporting documents as well including current SLA’s is being followed.
9. Explain the current process for service request management activities being followed
10. Explain the current process of claim process management being followed
11. Audited balance sheets for the last three financial years, article of association, memorandum of
association. Please support with documents wherever required
12. Certification details. Please support with documents wherever required
13. Manpower details. Please support with documents wherever required
14. Number of break down in services (more than 1 day) reported during the last 3 years. Please support with
documents wherever required
15. Prior experience of working on Aspect / any other call centre technology with the CRM. Please provide
details on exposure.
16. Ability to increase the licenses/extending hours of operations etc. with all above defined scope to cater
the business volume. (eg. 100% increase in seating capacity with one month notice), evaluation of
capacity to meet fluctuations in demand / flexibility. Provide proposed strategy to handle ramp up ramp
down especially for yearend call volumes (assuming spike in business in Jan- March). Please support
with documents wherever required
17. Has your company won any awards for its domestic operations along with ratings reviews from Gartner,
Forrester over the past 3 years?. Please confirm
18. Please provide samples and explanations of reports you typically provide to organizations for which you
provide services. Please include all levels of reporting. Please support with documents wherever required
19. Explain how your technology architecture will support in the scope of this RFP. Please support with
documents wherever required
20. New strategies and initiatives taken to add value to the services mentioned in scope for your existing
running processes. Please provide supporting documents.
21. Please describe your periodic client reporting mechanism referencing SLA’s / KPI’s, indicating your
actual achievements against the committed performance targets, instances of slippages, reasons etc.
Please support with documents for minimum 2 BFSI companies
22. Overall solution that is being presented for the services desired in RFP. This will also have to be
explained during the Presentation stage as well.
23. Project plan around the execution for desired service activation with Timelines to be submitted by the
Service provider. Also, details of stabilization to be clearly specified.
24. Structured approach for resources/systems/team for transition. Please support with documents wherever
required
25. Transition process (followed with other insurance companies). Please support with documents wherever
required timeline for transition.
26. Service provider shall provide its contingency plans, including a plan for disaster recovery and periodic
testing of backup facilities. Please support with documents wherever required
27. Provide list of holidays, Comfort on providing services on Sundays. Please confirm
28. Any pending or past litigation (within three years)? If yes, please give details: Also mention the details
of claims and complaints received in the last three years. Please support with documents wherever
required
29. Briefly describe by way of example how you have addressed customer data security and business
continuity as part of similar service delivery for another Financial service Company including various
business continuity strategies in place for such clients?. Please support with documents wherever
required
30. Guarantees/warranties are you prepared to give to us in the event of project failure or your inability to
meet the timeframes for implementation as agreed?
Part A. Functional Specifications
Note: In the Last column please mention “B” – if feature is available in base version, “C” – if the
feature needs to be customized
Sr.
No Particulars
In OOB (B)
or
Customization
(C)
Response/Comments
1 General Requirements
The proposed solution shall be the central access point
for all customer interactions and relationships.
The proposed solution must already exist and is a
proven solution.
The proposed solution must include reference
implementation in similar domains is possible
The proposed solution must provide comprehensive
and easily accessible on-line help facilities to the users
and should have the capability to populate the articles
in a knowledge base. The knowledge base must be able
to support text, and multimedia such as images, videos,
etc. The Knowledge base would have updates based on
the roles & their approvals. The Articles in knowledge
base can be private or public shareable or can be
canned responses to be used by agents for improving
efficiency.
The proposed solution must support multiple
communication devices such as Web, handheld
computers and enable user access customer data
anytime, anywhere and must have the capability for
mobile based support for the agents.
The proposed solution should be deployable on smart
clients, e-portal clients, mobile clients and offline
clients
The solution must allow easy access to data,
functionality and provide an easy user experience to
help to enhance productivity.
The solution must allow users to track phone calls,
letters, email messages, tasks, and other information
relating to customers in one place so that the users can
work more productively.
The solution must track and manage correspondences
simply and seamlessly by evaluating the incoming
messages and automatically matching them with
appropriate conversation.
The system should support industry standard API’s for
integration and data exchange
The OEM should have experience of implementing
proposed CRM solution, comprising of supply,
installation, customization, integration, training and
maintenance for at-least 2 of the following modules a)
Sales, b) Marketing and c) Servicing d)
Renewals/retention in at least 1 financial institution.
CRM solution must be implemented for a BFSI
customer or Fintech customer where over 500 agents
are using the CRM solution. India customer will be
preferred
System should have an easy-to-use interface that
allows users quick access to recently accessed pages.
Most used Search options should be available off hand
System should have consistent customer experience
framework, effectively delivered at each touch point
using modern technology and frameworks with
responsive web design etc.
Ability to display/hide/restricted view for specific data
items to specific Roles
Ability to do data validations (like 10 digits in a mobile
number, policy types/status , email, Unique
Identification number etc. on specific data items
Proposed solution must have the capability for the
agents to have personalized dashboards. There can be
role based dashboards based on defined access levels.
Process Management tools should provide a drag and
drop based interface to create and manage processes,
No code level or script level change should be required
for the same along with advanced ticketing capabilities
like auto assignment of tickets, auto queue clearance,
reminders based on SLA, skill based ticket assignment
etc. It should also support canned responses in volume
spikes or according to the status/disposition of the case.
The solution to have a separate quality module or
monitoring tool including sampling with pre-defined
rules which are editable at supervisor level with
capturing of feedback, quality scores at agent,
supervisor and process level. Real time display of
quality scores and feedback to respective users. Also
the solution must allow the users to record phone calls,
letter, email messages, tasks and other information
relating to customers in one place so that users can
work more productively. The solution must also
provide agents guide the agents with right information
by providing assistance in the form of process to be
followed, the agent conversation scripts that enables us
to maintain brand uniformity. All the mentioned above
records should have a comprehensive log.
Ability to push and pull SMS /emails and trigger them
at predefined rules or click of button, logics of which
are editable at supervisor level
2 Contact Centre Management
2.1 Contact Centre
The proposed solution must have the ability to
integrate with industry standard CTI and using any of
the following standard interfaces like knowlarity,
aspect etc.
The solution must be able to launch into the correct
application screens when choosing a work item from
the queue.
The proposed solution must have configurable work
assignment rules. The incoming tickets must be auto
assigned to agents based on the skill, load, etc.
The solution must be able to provide a 360-degree view of
the caller based on the information in the CRM data model.
This view should include contact information, account
information, Policy information, Customer Portfolio, Cross
sell opportunity service request history, activities, tasks,
escalationsetc.
The solution should integrate with current Internal systems.
All the internal System Support Web Services (REST
enabled /SOAP) should have the API exposed and should
be able to have 2 way integration with internal systems
The solution must be able to view complete interaction
history of caller’s previous interaction history, Omni
channel & should provide context across various
communication mediums/past interactions with the
customer.(face book, Twitter, Web widget, phone, email,
chat etc).
The agents must be able to receive incoming emails via
their personal work queue.
The solution must be able to automatically send an
acknowledgement for an incoming email.
The solution must be able to create a case based on an issue
from an inbound email.
The solution must be able to create response templates.
The solution must be able to monitor agent and email
queues.
The solution must provide the monitoring for the
transactions and necessary reporting based on agreed SLA.
The solution must have the ability to Integrate with CTI and
call center infrastructure.
The proposed solution must be able to assist the agents by
providing business process based on the customer problem.
The agents must also be assisted by providing agent scripts
that can help them in responding back to the customer in
uniformity. Branching can be linked to SKILL BASED
routing or various routing capabilities of the Product e.g.
Keywords.
2. 2 360-degree Customer View and Customer/Policy
management
The CRM application should be integrated to all LOB
applications used for the current products delivered by the
company. The proposed solution should be able to integrate
with Ingenium, Aspect for telephony, IRDAI for escalation
and sms gateway.
The CRM application should be capable of integrating to
all LOB applications like core insurance system, content
management system and other web applications to provide
the agents with 360° view of customer Information.
The application should be configured to fetch / load all
customer / account and transaction information from
different application based on client id/contract/application
number.
The application should be configured to load the current in-
house applications based on products.
The Proposed solution should auto-sense sentiments for up
selling, cross-selling and pass them to the LMS, from
where the campaigns are triggered with the Auto-lead
assignment to the right sales folk to follow-up. Background
info on Website activity and scoring based on multiple
parameters could be of additional help
The application should be integrated to other applications
for single customer view like:
Content Management system
Core Insurance system
The application should implement single customer view by
accessing the latest data from applications.
System should provide two different views for Customer
360 degree:
1. Detailed Tab view
2. Summary Card view
The proposed solution should be able to provide 360. view
of the customer capturing the different touch points of the
customer with company and also should have the capability
to fetch information from internal database. Operations
should be seamless from a single tab access.
System should display demographic profile information of
the Customers like age, gender, marital status, nationality,
Territory, income, contact details, address, etc to perform
segmented/targeted actions based on that and available on
all filters
Ability of the system to indicate if the customer is active or
inactive.
Client Level details : Ability to drill down on Customer to
see the Summary details about Policies bought, Service
Requests, Leads, Claims, Interactions, etc. All Products
subscribed by Customer should be displayed. Ability to
provide details of all the Policies taken by Customer along
with status of Policy like active, lapsed, in progress and
underwriting etc. Policy level bifurcations also to be
available.
The proposed solution should be able to integrate with
document scanning tools to convert documents to tickets.
Should also have the feasibility to integration with whats
app, bank kiosks.
System should provide list of Complaints , Service Requests
and queries with status like New, In Progress, Closed,
FCR,NFCR etc. basis defined rules ( both manual and
automated) Policy level bifurcate onsalso to be available.
System should provide list of renewal or retention
assignment tickets with status like renewal, lapse, retained
not retained etc basis defined rules ( both manual and
automated) . Policy level bifurcations also to be available.
Ability to maintain Customer Segment information
including segment and segment attributes.
Ability to search and validate the customer using widget
functionality on fields such as customer identification
number, name, date of birth, national ID number, mobile,
etc., for all interactions which involve sales and service
transaction. Policy level bifurcations to also be available.
The proposed solution should be able to search based on
keywords available in the content of the query or based on
the properties of the ticket. Filtering of queries based on
classification, based on roles and scope of the Agent should
be made available.
Ability to have pop ups for reference on predefined triggers
( both manual and automated) which can be modified at
supervisor level
The application should be configured to fetch / load all
Customer/Policy and transaction information from different
core applications based on Client unique
identifier/Policy/application number.
The proposed solution should have the capability to give a
complete dump to build reports. Scheduled report
The application should be configured to improve the up-
selling and/or cross selling, which is time consuming since
users need to go to different applications / website for
speedy promotions.
View of Customer relationships with others within the CRM
system e.g. any related Contacts like Policy Owner,
Beneficiary, Nominee, Emergency Contact, etc
Ability to make modifications in the policy directly from
customer 360 view basis predefined rules The proposed
solution should have the possibility to integrate with the
policy management system, amendments made in the
proposed solution should reflect in the policy management
solution. API Integration to Policy system
Ability to upload and display Softcopies of documents
exchanged between the customer and the company. These
documents need to be maintained in CRM's DMS or
interfaced from Insurance company's enterprise DMS.
Policy level bifurcations to also be available. The Proposed
solution should have the capability to Store, edit and
process documents with the ability to have them integrated
with the Company's DMS
Ability of the system to open the documents that have been
lodged into Document Management System (DMS) or
import lodged documents links from External System.
Policy level bifurcations to also be available.
Ability of the system to track the various touch points that
are used by the customer to get in touch with the Company.
Policy level bifurcations to also be available.
Ability to capture specific Customer's preferences e.g.
Preferred Mode of Payment or Communication Channel
Ability to check and display customer on-boarding details
such as welcome kit ,policy pack dispatch, validation
calling, welcome calling , policy pack calling or any
documented exceptions during issuance. Policy level
bifurcations to also be available. Status can be recorded by
various agents on the policy; The status can be then
informed to the customer.
Ability to capture display all policy related details as per
business requirements
Ability to search and authenticate using widget functionality
Ability to capture and display the payment details related to
the policy
Ability to display the different transaction related to the
policy
Ability to display dynamic policy variables such as fund
details, surrender value , fund enquiry activity,
reinstatement interest, total reinstatement amount, service
tax etc. by integrating with Core Policy Management
systems
Ability to display any riders related to Product subscribed
by Customer
Ability to display Alerts to User regarding any regulatory,
compliance or business needs on the policy or customer
such as call back breaches , long NC etc.
Ability to view Policy Product related information and
brochures for information.
Ability to log a claim on Policy. Provide a guide to User to
identify and provide necessary perquisites for logging the
Claim and managing the claim payout cycle
Ability for assignment of data basis predefined triggers (
generation of tickets) or bulk uploads basis predefined
triggers. Rule based allocation of tickets both manual and
automated.
Bulk assignment generation on regular intervals through
predefined and manual triggers
Ability to use filters for selecting or segmenting data at user
level and supervisor level
Ability to run campaigns ( predictive / preview etc.) at user
and team level by selecting data from the CRM and auto
dialing through the dialer basis integration The Proposed
solution should have the capability to run Tele campaigns
using the dialer for the agent to pick it up when the call
connects to the customer
Ability to pop up scripts and maintain knowledge base
Ability to display end to end customer/policy life cycle with
respective interactions
Ability to integrate with company CCM and track
information on SMS/Email etc. delivery and auto trigger
basis predefined rules in case not delivered
The solution should be able to Trigger automated Emails &
SMSs in bulk, based on various events and activities
Dialer Integration with CRM
CRM recognize the customer automatically if calling from
registered number or verified over IVR The proposed
solution should be able to capture the IVR options that is
passed on the telephony service provider.
If multiple policy holder then show all the policies on
screen with a hyperlink of previous calls with dates and
previous caller details
Store the alternate number from where the customer is
calling if verification done of IVR or agent workstation and
log should be available for download
The Proposed Solution should provide a agent with a
history of all the queries for a customer/ Sales person along
with some contextual insights on what kind of queries to
expect from him while on call.
If customer raised any complaint in the past or if any open
complaint then show the same on the screen with the user
name who is handling the complaint or handled in the past
If customer has given change request in workflow then a
link to the request and status
The proposed solution should have the capability to
integrate with voice blaster system and keep a log on all
inbound and outbound emails, phone calls and SMS.
The proposed solution should have the capability to
integrate with the internal file management system and pull
out files based on Roles.
The proposed solution should have the capability to
integrate with logistics provider and provide the status of
the documents delivery.
Capable for drag and drop of Policy and client level
information of the policies ( retail and Group)
Send email and SMS from the screen instantly including
payment links and receipts
Scripts to be available on screen for outbound callers or
specific scenario like death intimation etc.
Option of running all kind of dialer campaigns
Basis customer’s past behavior, auto inform the user on
language, preferred time of calling , kind of query asked in
the last 2-3 calls and make those info available on screen of
the user. In case of any out-bound campaign or call should
get auto-assigned to specific language user based on the
language skill and additional skill as required
All kind of dashboards such as number of calls taken,
answered, AHT etc.
Tool to predict calls in a particular hour basis past
experience and agents required
Real time dashboard extraction in all excel formats
Capability for the user to run rule based campaigns
Showcase customer’s all existing business and links to
check policy info, client info etc.
Schedule call backs and pop on screen of time zone if
different
If agent is dialing a number then search the data base and
confirm what happed last when called this number and
when was the last dialed
Documentation template to be auto- populated and available
for edition at agents level
Proposed solution should be able to send auto escalations
based on the SLA's configured.
Latest grids to be available such as U/W grids, client wise
or plan wise auto recognition of grids/script/table available
at back end
Capable to linkage between U/W, NB, Finance, Claims, PS,
Group workflows
Rules based sampling for quality check and availability of
recordings ( let say last 5) as hyperlinks along with user
comments which will save analyst time in fetching records
from system
Capable of HNI identification including internal customers,
company and bank Staff’s basis availability if details via
various avenues. The Solution should have the capability to
tag customers based on multiple criteria and to have them
segmented based on those tags to take actions from there
Showcase the entire policy lifecycle of a policy since
logging till maturity and if any once instance is missing or
not done correctly, highlight the same to specific users e.g.
if renewal notice was not sent to customer at a specific
instance then an identifier should be sent to the specific
users
Option to upload bulk data to create tickets and also update
tickets as well
2. 3
Service Request - Requests, Query ,complaint
management & Calls/Tickets management
The solution should have ability to log and track service
requests/complaints through their lifecycle.
Ability to capture the Service Request, queries & tickets
through the following channels and track all information
from creation to closure using a systematic process.
1. Call centre
2. Branch
3. Email
4. SMS
5. Website
6. Social Media
7. Portals
8. Mobile Apps
9. Whats app
10. Regulatory Body etc.
Ability of the system to define the "type" of request (given
below):
1. Complaint
2. Query
3. Service Request
4. Feedback
5. Compliments
6.Calls/Ticket generated basis defined triggers
The solution should have ability to capture service request,
complaints, queries & tickets/calls generated including:
1. category/types
2. sub-category/sub-types (including validation)
3. Severity/priority
4. Description
5. Requestor information (Name, department, phone
number).
6. Customer Behavior
7.Call dispositions and sub-dispositions
8.Contactability
9.call back details
10Cheque pickups etc.
These are only indicative fields. More fields might need to
be captured and displayed.
The solution should have ability to easily implement best
practices. Automatic rule based assignment of cases based
on type of Service Request, product, department, skill, etc.
Ability for automated real time flow of requests to relevant
departments, tracking of TATs and resolutions, escalation ,
TAT and dash boarding of requests within various
departments and overall. The proposed solution should have
the capability to configure dependent SLA based on the
teams.
Tracking of Service Requests and activities in real-time
across all Channels, from initial capture through to closure.
The propose solution should be able to provide a hierarchal
escalation based on the departments and classification of the
query.
Ability to track Service Requests and define SLA for each
step of resolution.
Ability to automate the insurance company's complaint
handling procedures as per regulatory needs, providing
predefined steps and responsibilities to aid the overall
process.
proposed solution should have an effective search feature to
search the user or query based on Unique identifiers, phone
numbers, keywords, etc.,
The solution should provide a user friendly Case 360 view
interface and ideally allow users to toggle between detailed
tab view and summary Card display of information
Following details should be available as part of compressed
case 360 view:
1. Case Summary Details
2. Case Life Cycle with current status
3. Related Solutions
4. Case - Agent Mapping
5. Internal collaboration
6. Customer interaction history across all touch points
7. Call Scripts
8. Service Quality Feedback
9. Alerts
10. Surveys
11. Attachments
A visual indicator presenting all stages (completed, current
step and upcoming steps) in the case life cycle should be
available in the case 360 view. It should present all stages
defined as part of case resolution process from creation to
closure.
Integration with IRDAI IGMS portal for flow of
complaints and tracking, resolutions etc
The visual indicator should also present case related fields
which were captured at each stage and are important to a
specific stage in the closure process.
Dynamic help option for each Category/Sub Category
should guide CRM users regarding the case resolution
process on step-by-step basis and also save on training cost.
Ability to track all information of case from creation to
closure using a systematic process. All inbound emails/sms
should be auto captured as Service Requests
Ability to distribute and assign cases manually as well as
automatic assignments based on rules by case category,
User's skill, product etc.
System should have the provision to define templates for
communication (email/web/call/SMS/any other) to
customers and be able to create response templates.
On Case creation/closure, auto acknowledgements via pre
defined templates should be sent to Customer. Ability to
send procedural auto/manual Customer notifications via
Email/SMS for any important information via Templates
. The proposed solution should query the system to see if
tickets are being worked on time if not alerts have to be
triggered to respective stake holders
Ability to prioritize cases and define sub workflows for
each Priority type.
. The proposed solution should automatically flag cases if
already escalated to allow supervisors to see how many
cases were actioned within stated SLA. Ability to send
reminders or notifications if a case has breached the SLA
for stage transitions
Ability to define internal and external SLAs for better
customer satisfaction.
Ability to provide support for setting up call scripts / dialogs
(FAQs, etc.) for case handling by RMs and Customer
Service Representative. The system should have the ability
to automatically suggest the right FAQ’s or trigger the right
script to help the agent in ticket resolution
Ability to support the definition of different case closure
processes depending on closure outcomes and approvals
Ability to support pre-configured case related reports.
Ability to provide a solutions repository. The repository
should have solutions to cases successfully resolved in the
past, which could be referred by RMs and service team for
handling similar cases and provide first time right
resolution.
The system should allow taking down multiple requests for
a single customer without re-entering profile data of the
customer. The proposed solution should have the capability
to collate multiple requests of the user in a single page and
should have the option to raise multiple requests on behalf
of the user
The proposed solution should allow linking multiple service
requests under a single service request number (Parent-
Child)
System should have the ability to clone previous Service
Requests.
System should have provision to restrict users (depending
on user role, processing status, current owner) in editing the
service request data. Depending on the status flag, service
request edit, update option should be available to the
appropriate users.
System should have capability to provide documents
checklists for documents/ KYC based on the service types.
System should have the provision to link service requests
with supporting documents (e.g., .jpg, .tiff, PDF files,.doc).
System should allow service request allocation and next
stage movement happen post completion of documentation
fulfillment. System should have the provision of user
defined workflow.
System should be linked with product catalogues, FAQs for
real time support for the agent/branch staff.
System should have the provision to track First Time
Resolutions (FTRs), compare SLAs and identify efficient
employees.
System should be able to automatically create a service
request from the incoming e-mails. Any further follow ups
by Customer should be tagged to the same Service Request
System should intelligently find the relevant key words
from the subject or email body and automatically create a
service request under specific call type subtype.
System should provide compliance approval workflows that
can be configured and routed to authorized users / user
groups.
The system should have the provision to establish work
queues for each department, or sub-department, for routing
of requests. Queues can be static or dynamic
System should have the provision initiate a claim and
handover to Claims Management System. Ability to capture
the periodic Claim status updates from the Claims
Management System into CRM.
System should have the provision to integrate with the core
claim management system to display the real time status of
claim.
Ability to set De-duplication rules to avoid same type of
Service Requests being raised by a said Customer.
Ability to grade Service Request quality basis all
interactions.
Ability to capture Customer feedback post completion of
Service Request process.
The proposed solution should have the ability to build the
maker checker process for Service requests.
Ability to process Service Requests via Straight Through
Processing for Endorsement by integrating with requisite
Core system without manual intervention by Operations
teams. The proposed solution should have the capability to
integrate via open API's for customized service requests
with the Core requisite system.
The proposed solution should have the capability to identify
and change the approval workflow dynamically for service
requests to handle exceptions to the standard process.
Ability for management to analyze all Service Requests by
category, status, department, assignee, date raised,
criticality, etc. using Dashboards
Ability to integrate with Contact Center system for
Inbound/Outbound process The proposed solution should
have the ability to integrate with a contact centre with
customer detailed synced to both Helpdesk and CRM
platforms for incoming and outgoing call.
System should have a Self Service Portal for Customers to
raise Service Requests and view the latest status of all
Service Requests The proposed solution should have the
ability to allow end users to view all service requests raised
at any point of time either via a support portal or web-app
The solution should have ability to log and track service
requests/complaints through their lifecycle.
Ability to manage Feet on street through a separate tracking
mechanism for collection of documents and payments from
the customers in the field.
Ability to have a tele reinstatement segment with auto
population of TR form which can be filled and saved in
system to be auto moved to call quality queue and then
PS/UW for reinstatement decisioning
2. 4
Agent Enablement
The application should be configured to increase the
productivity of call center agents by providing features like
single sign on and automation reducing need to re - key
information.
The application should be configured to allow agents to
login into all LOB applications automatically without re-
keying username/password into these applications
The application should be configured to automate the
manual processes for certain activities like
Product Catalogue
Marketing Event
Campaign Info (Inbound/Outbound/Service Requests)
The application should be configured to support automatic
screen population via CTI (Computer Telephony
Integration) and/or IVR.
The application must be configured to support more than
one active session for a call center user to support more
than one concurrent customer at a given time during
escalation.
The solution should be configured to implement workflows
to remove the need for agents to remember which
applications to probe/look up for different kinds of
information.
The solution should be integrated with knowledge
management system to help quickly resolve frequently-
occurring issues The application should have the ability to
integrate and suggest solutions to customer to resolve
frequently occurring issues via a robust FAQ's/ Knowledge
base system or by using AI to automate the process by
suggesting relevant solutions thereby reducing resolution
time.
The solution should be configured to load all the pertinent
information about a customer into context and share it with
all the integrated applications to reduce rekeying.
2.5 Renewal Management
Ability to integrate with system for fetching reinstatement
quotations and other renewal related details
Ability to create and track renewal/follow up case. The list
should be auto created based on logic/file upload and get
assigned
Supervisor should be able to create these cases in multiple
buckets based on transaction state/type etc.
Ability to track closure of renewal tickets as collected not
collected and retained not retained for retention.
Ability to provide regular alerts/notifications/reminders to
the agents and customer service executive on the renewal
premium collection.
Ability to track reinstatement requirements and display
status of PFR/Refund to enable better understanding of
policy status
Ability to download the report on premium collection from
the customer.
Ability to capture the interaction happened between the
customer and contact canter during the collection process.
Ability to generate Calling lists for Dialer integration
Ability to exclude Renewals Cases basis defined triggers
such as once Payment is received etc.
Ability to run campaigns on segmented filtered data in
CRM directly through the dialer (predictive/preview etc.)
Ability to reallocate Cases between various teams
Ability to run Campaigns for Lapsed/Terminated policies,
must have the ability to run email campaigns for
lapsed/terminated policies
Ability to run campaigns on surrender retention with
various retention statues being captured The Proposed
solution must have the ability to run email campaigns and
capture various retention statuses based on the response
being captured
Ability to set priority of Renewal Cases basis Premium,
Product, Claims, etc.
Ability to run voice blasters through the CRM with dialer
integration
Admin access at Front end for making changes in
Dispositions or any other drop downs in CRM for all
modules. Edit Option in Vendor Admin to be available
CRM to have investment Vs return updates
CRM to exclude campaign calling from the dialer on
policies bases predefined triggers
2.6 Activity Management
Solution should have the ability to have the agents manage
their calendars from within the CRM
The Solution should have the capability to add a meeting
from within the CRM
The Solution should have the capability to add a meeting
from within the CRM
Share calendar with other users
The Solution should be able to help the agent to manage his
new/pending tasks
Create a new task or receive a task from other user
Alert on overdue tasks or nearing completion date
Appoint and transfer task onto other users
Ability to complete/reject multiple tasks at once
Ability to complete tasks with single click without opening
the task
Ability to manually assign priority to the task
Ability to assign default priority to the task
Ability to prioritize task with text like High/Medium/Low
Ability to prioritize and display tasks with Colors like Red
for High Priority etc.
Ability to configure priority based on escalations/SLAs
Ability to escalate a task manually
Ability to define escalation hierarchy
Ability to dynamically allocate workload to different user
for Workload balancing like round robin etc.
Support for Skills-based routing
Support for Queue management
Ability to configure Alerts
Ability to send alerts/notification to process users/managers
for various business/system for certain events including task
completion and approaching deadlines/approval/rejection/
status change/SLA violation
Ability to capture feedback from various channels including
but not limited to: Branch, Email, SMS, Call center,
Website
Ability to subgroup feedback under the following target
lists: service name, type of customers , dispositions/request
type etc
Ability to manage leave calendar and provide details of
availability with red flags incase on any impact due to agent
leaves at supervisory level
Ability to create and manage Queues of users either
manually or dynamically for Assignments of Leads or
Service Requests
2. 7 Business Rules
The implementation should include business logic definition
required for providing single customer care view.
The implementation should include business logic to create
leads in the CRM from various digital channels and
generate a heat based on the probability of closure
The implementation shall enable business rules to be easily
changed.
There should be a easily configurable interface to
add/edit/update/disable any business logic
The solution implementation of business logic must be
independent of any existing application logic, so that in the
future if that application is to be phased out, it should be
smooth transition.
2.8
Track KPI's / Reporting / Logging / Audit Trial
The solution should be configured to provide audit trail
facility to track the agent’s activities on cases logged. The
product should be able to provide UAT testing and VAPT
testing audit logs
The application should be configured to track response time
for handling customer calls / queries
The application should be configured to gather and analyze
data related to handling of customer issues, to help
determine future customer care strategies
The application should be configured to provide the
standardized template response to certain typical queries /
requests.
2.9 Security
The application should be configured such that the access to
the customer information must support user level
authentication and access rights
The application should be configured to enforce role-based
access based on users, groups, roles, etc. The application
should be configured to setup users, groups, roles, and their
permissions.
The application should be configured to manage and
provide access control to different applications so that not
all users should be able to access all the applications
The application should be implemented to delegate some
additional functionality at the user level, e.g.: change
password functionality should be given to user.
The application should be configured in such that the same
screens and system function shall be available to Agents,
customer representatives etc, but with role based access in
place (i.e. a person can only access modules for which they
have permission).
The application should be configured to be deployed as a
secured, managed desktop, allowing agents access to only
the programs they are allowed to use.
3 Case management
The solution must be able to create and manage cases to
capture caller issues.
Each case must be attached to a caller’s profile stored in the
CRM data model
The solution must be able to automatically assign a case to
an owner based on configurable assignment rules
The solution must be able to create different kinds of case
types.
The solution must be able to track the progress of a case
from open till closure.
The solution must be able to search for duplicate cases and
link the duplicate service.
The solution must be able to create multiple tasks under a
case.
Each task must be able to be assigned to different people
automatically based on configurable assignment rules
Each task must be able to be tracked from open till closure.
The solution must be able to create task templates which
consist of multiple preconfigured tasks
The solution must be able to notify the assignees of tasks of
the task assignment via notification messages
The solution must be able to send the notification messages
via email /SMS
The solution must be able to send the notification messages
to external parties as well via email /SMS
The solution shall provide a workflow engine or work-
routing capabilities.
The solution must be able to set escalation rules to escalate
tasks if the tasks are not closed within specified criteria.
The solution shall automatically alert or notify after certain
threshold have been met.
Workflow rules must be easily configurable by end users
based on business rules and natural language and should not
require support from IT developers.
The solution must be equipped with an embedded
knowledge base to provide agents with resolutions to
common issues
The knowledge must be able to keep the information in a
structured and categorical manner
The knowledge base must be equipped with a search engine
that can search for relevant information based on key word
search.
Ability to have workflows processes to ensure the solution
in the knowledge based are audited and approved by
relevant parties before it can be posted for usage
The solution must be able to attach helpful information
from the knowledge base to a case
The solution must be able to flag if the information found in
the knowledge base was helpful in solving a case
The solution shall provide a calendar management and
scheduling engine for supporting service activities.
Call center agents should be able to assign and dispatch
field service engineers based on their skills and
availability.
The solution must show the availability in a view of a
service calendar showing a dashboard of field engineers
and their calendar.
The solution must be able to show schedule conflicts when
an appointment is scheduled.
The solution must allow the agent to easily reschedule if
there is any conflict.
The solution must enable the feedback mechanism through
survey process used to capture feedback from customers
(internal and external) in order to measure the customer
satisfaction index
The solution must provide an easy to use GUI based tool to
build questionnaires to capture feedback
The GUI based tool must be able to support question types
such as free text, pull down, check boxes, etc.
The responses capture in the feedback management
application must be automatically attached and stored to a
customer profile in the customer data model
Feedback Management through various smart sources viz:
SMS, Email, Telephone based through calling should also
be tagged in a case
The solution must permit the definition of a flexible
workflow to drive the case resolution process.
The solution should provide out of the box reports based
on industry standard platforms.
The solution must provide the ability to reopen a case
manually or in an automated fashion within a specified
time window.
The solution must be able to automatically thread together
multiple email responses for the same service case.
The solution must be able to support definition of rich text
templates for outbound communication.
The solution must be able to involve employees or external
partners in the resolution process outside the CRM.
The agent should be able to generate statements in the PDF
form of policy holdings and other standardized customer
documents.
The agent should be able to dispatch these directly via
email from the corresponding service request to resolve the
case.
The users should be able to personalize their dashboards
further based on their own preferences.
The proposed solution must have the ability to integrate
with IGMS as per IRDAI guidelines in batch & real-time
mode.
4 Marketing
4.1 Campaign Creation
Create campaigns including details such as campaign type,
campaign status, offer, expected response, proposed start
and end date, actual start and end date The Proposed
solution must have the ability to manage offline Campaign
effectiveness and track the outcome of each campaigns
from within the CRM
Capture campaign financials details such as costs and
expected revenue
Associate target product to campaign
Associate sales literature such as product brochures to
campaigns
Associate target marketing list of prospects and customers
to campaign
Capture campaign planning tasks and able to assign tasks
to specific individuals for follow up and track completion
Support workflow based approval to route planned
campaign to management for approval
Associate campaign with other related campaigns
Save campaign as a template which can be reused and
easily modified to create similar campaigns
Support quick campaigns with wizard interface for easy
creation by individual users to create quick campaigns for
their own customers
Support create of the campaign in a drag & drop interface
Implement permission based marketing with opt outs &
controlled lists
Blend multi-channel campaigns into a unified campaign
flow based on marketing objectives
Support response based branching & scoring controlling
the marketing campaign flow
Support the use of historical campaign data in future
campaigns
Support the management of events, road shows & other
physical campaigns
Support the usage of social media in launching campaigns
with the ability to integrate with the top social networking
channels
4.2 Target Marketing List
Easily define target list using query tool which supports
natural language to select desired criteria of customer base
The Proposed solution should have the ability to segment a
definite set of audience and run campaigs on them and
monitor the effectiveness from there
Review and refine query to achieve desired target list
Saved target list can be associated with multiple different
campaigns
For externally acquired list, support data import for list of
prospect data to be associated with relevant campaign
Support data cleansing to define simple rules for duplicate
detection
Support multiple types of target lists
Create segments based on activities of past marketing
campaigns
Create segments based on past responses of prospects
Create control groups within segments
4.3 Campaign Execution
Campaigns can be executed over multiple channels, such
as phone, letter, email, fax, advertising and appointments
for sales users to follow up or even road show events.
Templates are created and mail merged with customer
information from target marketing list
Campaign activities for various channels are generated
upon campaign execution
Mail merged items (letters, emails) are associated as
activities to the target prospect/customer record.
Phone call activities are generated for the relevant target
lists and assigned to contact center agents for making the
calls.
Appointment activities are generated for the relevant target
lists and assigned to sales users for follow up.
Support definition of rules to exclude customers who have
been touched in the past X days.
Support adherence to customer's communication and
privacy preferences. If customers indicate preferences
such as Do not call or Do not send Bulk Email, the
customer will be excluded from campaign execution even
though he/she is in the target marketing list.
4.4 Campaign Responses
Campaign responses are tracked for users to capture
prospect/customer's response if they are interested or not
interested in the offer.
Campaign responses can be automatically converted into a
lead or opportunity and associated with the relevant
customer record.
For conversion of lead, information of account, contact
and opportunity can be automatically brought over and
associated with customer records or new record can be
created for prospects.
For disqualified leads, status can be updated accordingly.
4.5 Reporting -The proposed solution should be able to
feed in data to BI tool from which Org wide analytics
can be fetched and can drilled down to
departments/LOB
Campaign Performance analysis and reporting including
details such as activity completion, types of responses,
responses over various channels, campaign ROI of costs
versus revenue.
5 Enterprise Portal Integration
The proposed solution must provide integration capabilities
to IBM WebSphere using web services
The proposed solution must be integrated with current
enterprise portal/s to enable portal search to find CRM
data and entities, as well as documents, e-mail messages
and Web sites.
The proposed solution must enable end users to view and
edit CRM data through the enterprise portal without having
to switch to another application.
The CRM data which can be viewed and edited within the
enterprise portal can include standard entities such as
accounts, contacts, opportunities and cases but must also
include all data in custom entities created.
The proposed solution must provide consistent security
policies between CRM and the enterprise portal to ensure
that only people with appropriate permissions can view or
edit CRM data.
6 Mobility
6.1 Offline client
The proposed solution must be able to support offline
mode.
The proposed solution must be able to support all or
selected CRM functionality on the offline client.
The access of CRM data on the offline client must be
controlled by the CRM system and provides access and
relevant data to authorized individuals only.
The proposed solution must ensure security of CRM data in
offline mode with encryption, authentication, and
authorization technologies.
The proposed solution must ensure users see only the data
they need with role-based data access and encryption for
offline data.
The proposed solution must include tools or configuration
options to manage information available in offline client.
The proposed solution must ensure configuration
management of offline functionality based on metadata.
7 Mobile Support
The proposed solution must provide CRM data and
functionality to your mobile workforce anywhere through
browser enabled mobile devices.
The proposed solution must enable mobile users to not only
view CRM data but also with online update capability.
The CRM functionality on the mobile interface must be
familiar and easy to use.
The CRM functionality on the mobile interface must
include capabilities such as:
• Assign tasks
• Easily manage and enter account information
• Add and organize contacts
• Schedule meetings
• Transmit meeting notes or details at the point of
contact
• Assign follow up activities
• Track existing or new opportunities
• Request approvals
• Gain access to mobile e-mail and collaborative Web-
based workspaces for sharing ideas and information.
The mobile device access of CRM data must be controlled
by the CRM system and provides access and relevant data
to authorized individuals only.
The proposed solution must ensure security of CRM data
on mobile with encryption, authentication, and
authorization technologies.
The proposed solution must ensure users see only the data
they need with role-based data access.
The proposed solution must include tools or configuration
options to manage information presented on mobile
devices.
The proposed solution must ensure configuration
management of mobile functionality based on metadata.
The mobile user interface must be browser independent.
8 Reporting and Analytics
8.1 Reporting
The business intelligence capabilities must cut across all
modules in the CRM application with integrated reporting
and analytics.
The proposed solution must provide an integrated reporting
tool for new reports to be created as required.
The proposed solution must have comprehensive reports
for various activities in CRM.
Additional reports or changes to existing reports must be
easily created by end users and should not require major
effort from IT department or service provider
Reports must have restricted access based on user
responsibility.
The ad-hoc reporting tool must enable reports to be
exported to other formats like Excel and PDF format.
Ability to generate own reports by using a report wizard.
Ability to scheduled email reports to various business users
at desired frequency such as daily, weekly, monthly,
quarterly, yearly. Admin user should have provision to re-
schedule/change the frequency as well.
Ability to customize report formats and field labels as
required by the user.
Ability to drill down roll up reports.
Ability to filter and reports based on multiple search
criteria.
Ability to generate graphical views of reports such as Bar
charts, Pie charts, etc. by the user.
Ability generates reports from handheld devices.
Ability to generate reports for a given filter and schedule
them for auto-email delivery to select users
Ability to generate reports for a given date based on nature
of report
Ability to remember last filters applied to Report and
display/apply same criteria again
Ability to generate Administrative Reports like User login
history, logging, etc.
Ability to save certain Reports as favourites for quick
access
8.2 Dashboard
System should provide a dashboard view of the
information for different levels of the management
System should facilitate to represent key performance
indicators selected by the business units to be represented
in graphical form and tabular form
System should facilitate to highlight trends of key
performance indicators.
System should facilitate to drill-down on summarized
information shown on the dashboard.
System should facilitate to generate Service standard
summary
Ability to trigger and receive notifications both internally
for the users and externally (e.g.- Email, SMS).
Ability to configure personalizes views of the dash board.
The proposed solution must have the capability for the
agents to have personalized dashboards. There can be role
based dashboards based on defined access levels.
9 Target and Planning
Ability to replicate Insurance firms target planning strategy
as target planning model in the CRM system.
Ability to assign targets and define strategy to achieve the
same
Target planning modeller should provide ability to perform
target planning at team as well as individual level.
Targets could be assigned as income head level, revenue
share, number of products, number of activities or a
combination of these parameters.
System should present achieved as well as projected targets
of the relationship manager.
Target modeller should provide a provision to get approval
from respective relationship managers for each of the
assigned targets to confirm that they are in agreement with
the assigned numbers.
Target assignment, review and approval process flow
should be available.
Income head and product cross over model should get
approval from both RMs (business and product).
Ability to define more than 1 target planning models.
Different teams should have different models reflecting
their respective KPIs.
System should have the provision to track
staff/branches/Circles for performance measurement and
tracking
10 Analytics
The proposed solution must provide CRM analytic
capabilities that provide complete scenario analysis to
measure the effectiveness of current activities and
generate performance details.
The proposed business intelligence must provide a set of
pre-built dashboards which can be easily configured to
meet specific requirements.
Pre-built dashboards should include key operational metrics for
executive, sales, service and marketing.
Example of prebuilt dashboard in Cognos such as Sales
dashboard should include sales performance, tracking actual
revenue against target, tracking sales achievement against quota
for each sales person, tracking list of top performers, pipeline
funnel report.
The integrated business intelligence analysis and dashboards must
have restricted access based on user responsibility.
The proposed business intelligence must be able to drill down
from the summary level to the transaction level details.
The proposed solution must be capable of incorporating KPIs
which can be assessed during appraisal and can be monitored and
tracked by authorized users enterprise wide.
The proposed solution must provide these KPIs monitoring in
scorecards formats with advanced controls such as traffic light,
gauge and meters to track achievement status.
10 Social Media
Engage with social and response in real-time Publish Conduct
social campaigns and multiple publishing on Facebook, Twitter,
and Google plus etc. Ability to create tickets from company
facebook, twitter and Google plus and respond directly through
the CRM to the respective messages, pots and tweets
Ability to integrate social media communities to track client
information
Ability to convert stream into case, Lead, contact and Solution
System should provide an internal collaboration platform for all
CRM users. The collaborative platform should require no
integration with CRM and should need no additional license or
cost.
Feature to communicate with internal team members and share
information about leads, service requests addressed, etc. on the fly
The collaborative platform should enable users to:
1. Chat
2. Broadcast messages
3. Share links
4. Share artefacts
5. Form communities/groups
6. Follow groups
Users should be able to create internal polls/surveys and publish
to a closed or open user group.
System should capture poll responses and present the results.
Users should be able to mark shared links as favourites and list
them separately for their quick reference.
Users should be able to mark shared artefacts as favourites and list
them separately for quick reference.
System should have the provision to communicate online with
customer. Dive into conversations and respond to consumer
concerns, suggestions or Feedback if required. Such
communication could be through twitter, Facebook, etc.
Ability to use social media platforms to capture profile info for
contacts to understand them better and accordingly use for
improving business with the customer.
Ability to configure Social Home screen displays feeds from
different sources Twitter, Facebook. Google plus etc.
Ability to set Quick filter on Posts based on Tags/Date. Business
owners or marketing team can define the hash tags or keywords to
monitor the feeds based on specific topic.
User can Edit Stream Card and can change Social source/Pages or
tags/name of the card
Business owners or marketing people can define the hash tags or
keywords to monitor the feeds based on specific topic.
11 Miscellaneous
How flexible is it to add new functionalities to the self-service
tool?
What do we require to deploy the self-service portal?
How do we integrate the portal to our current website or App?
How easily can the FAQ’s be updated?
How quickly can we be up and running?
Will you provide an implementation plan?
What advice and guidelines do you offer your clients when it
comes to surveys and program design?
How does the search functionality in your self-service portal
work?
Can auto-complete/predictive search be enabled in the portal?
Can pages be tagged with key search terms and categories?
Is it possible to narrow a search via categories?
Does the search box have text prompts i.e. ‘Enter key word’? This
should disappear once user clicks into the search box
Can the search engine correct common misspellings and
synonyms?
Is there a character limit for each search?
Do you have a voice of customer software available?
Is your Voice of the Customer software flexible enough that we
can configure the data ourselves?
How have clients been successful using your Voice of the
Customer solution?
What chat channels do you provide?
Do you have data to support customers preferred chat channel for
website and Mobile app?
How do you collect and Store Feedback data?
What data can be exported from the tool directly?
What training and support do you offer?
What languages do you offer support in?
What account management services are included?
What services do you offer for writing search queries in different
languages?
Please describe your consulting/insight services, if any. Do you
offer access to full reports with insights?
Please indicate to what extent your clients conduct analysis
internally using your tool directly versus retaining your consulting
services for analytical needs
What other questions or features haven't we asked about that we
should know?
What are your USPs against your competitors?
Interactive guide capability?
What other useful self-service tools do you offer?
Please describe your experience within the insurance sector?
What is your road map for future product development?
Can you Demonstrate Successful Similar Deployments?
Do you have a trial period?
What is the timeline that you follow for any change in the system
logics. Please provide bifurcations for integration change, logic
change , filter/search change ,trigger change, etc.
12 Architecture
The Application should be implemented as a SOA compliant
architecture.
The Application implementation should be in such a way that
integration between various Line Of Business (LOB) applications
must not create another interim physical database for storing or
processing any transactions or data except maintaining the state
of the information as per the business logic.
The application should be built on a Industry standard technology
platform.
The application should provide technical tools to configure &
customize the technical features of the product.
The application should be based on an object model framework
with technical features to review & configure each layer of the
framework. The propose solution should be able to accommodate
the change in process in the organization.
All objects involved in the delivery of the solution should be
managed through a unified technical tool set.
The platform should enable the extension of the application to
create new objects and link the same with existing objects within
the unified tool
The technical tool should support creation of all elements of the
application through a user interface approach.
Configuration of user interface forms, tables, business rules,
dashboards & searches should be possible in the technical tool.
User interface design should cover addition of fields, controls, tabs
& grouping into flexible sets of functions on each form.
The platform should support end user personalization of key
elements such as dashboards, column orders & searches.
The reporting platform used in the solution should leverage
industry standard products which support basic & advanced
reporting features.
The reporting platform should be able to generate reports LOB
Wise, Client wise, customer segment wise etc
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Part B – Technical Specifications
Sub-Feature Technical Requirements Response Remarks/Comments
Operating system for
servers should be any of
the following:
- Windows Server
2008,2012 ,2016
-Sun Solaris
-Linux
-AIX
RDBMS support any of
the following:
- Oracle
- MS SQL Server
- DB2
- NO SQL
Client software for
system users should be
browser based or smart
client based supporting
Microsoft Internet,
Edge, , Firefox, Chrome
etc.
- Scalability/Clustering
(Workflow/Rule Engine
servers) - Fail Over
Which application
server platforms does
the vendor certify?
Does the system provide
APIs for interoperability
of the product with other
systems?
What facilities does the
product provide to
integrate with
middleware
environments?
Which external BPM
and workflow products
does the product
integrate with and are
certified by the vendor?
Should be able to inter-
operate with other back-
office systems
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The system should have
a robust BCP
architecture whereby no
data loss should occur in
case of a failure.
Does the system
integrate with Domino
and Notes Client
Open Technology
System
Administration
& Security
Should provide a UI for
System Administration
Should provide for
remote server
administration
Should support LDAP,
NIS, MS Active
Directory for user
management
Should support single
sign-on [connect to IBM
IDAM deployed on
company premises]
Should encrypt user
passwords
Should support archival
which is automated
(scheduled) by
administrators
Should maintain audit
trail
Should maintain log for
all transactions/changes
Please provides details
about level of security
provided in the
application
Restricted
read/write(create/update)
access to menus based
on user profiles
Should facilitate
defining security (read,
write, delete, edit) at
multiple levels e.g.
User, Role / Group,
Menu, Menu Item,
Form/Page, Field, etc.
Should maintain error
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logs
Should maintain unique
error codes
Complete and
comprehensive security
from unauthorized
access and misuse
should be available
along with necessary
audit trail detailing
every user’s activity.
Password policies
should be configurable
in the application
Passwords should be
stored in the database in
an encrypted format.
System must provide
Maker/Checker facility
for critical modules
System must support
many levels of user’s
levels of users
System must provide for
data
confidentiality/integrity
The system should be
available in active mode
in Primary data center &
passive mode in disaster
recovery site
The Vendor should
share the VA/PT reports
Connect to the company
LDAP
Password policy, to be
enforced
Session timeout
configuration available
Prevent concurrent
access to the system
from the same user ID
Security class definition
and role based access
Encryption scheme of
session traffic
Security of data at Rest.
Is the data
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encrypted/tokenized?
Security of Data in
transit. Is there any data
Tokenization?
Data leakage Prevention
measures
Patch management
OS/DB/Application etc.
Backup frequency
RTO/RPO in case of
cloud implementation
What is the uptime %?
Can the solution prevent
system access from un-
authorized devices and
users?
What are the other data
protection software that
would be deployed?
[Antivirus/Firewalls etc]
How is physical access
to servers restricted?
How are anomalies and
events tracked? Is it
automated? Is there an
intelligent agent to
report unusual behavior?
What procedures and
processes are available
to respond to cyber
events?
Under which jurisdiction
will the data reside in
case of a cloud
implementation?
What performance
benchmarks can the
vendor guarantee, basis
the given
data/transaction volumes
Expectation : Simple
page loads - 1 to 2
second
Complex page loads - 5
sec or less
Batch jobs - No job
should take more than
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45 min
For cloud is the model a
multi-tenancy model? If
so how is the data of the
company separated from
that of the other
customers.
Is there an online usage
and performance
reporting
In case of a cloud
implementation , is high
performance storage
used
In cloud
implementation, how is
data replication done
across nodes and DR?
How are keys managed?
Can it interface with a
HSM [Gemalto]
Are public IP s of
servers masked?
Are the systems audited
internally? At what
frequency?
At what frequency is
VA/PT done?
API and
language
support
Are APIs available for
java/.NET/Python
Are APIs provided for
real-time updates and
querying
Are any ready to use
Adaptors available?
Licensing model for the
Adaptors
NLP/ML
capabilities
Does the platform offer
Virtual Assistants/Chat
bots OOTB?
How much
customization are
required?
Are there department
specific Chabot
offering?
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What is the licensing
model? Is it covered in
the Overall licensing
model/Subscription?
Is Natural Language
processing supported?
Does the system have
learning capability?
Is the solution available
on a mobile device
Is the Admin console
integrated with the CRM
offering?
How will the Chabot
integrate with the
backend systems of the
company.
Installations and
references
How many Installation
in India?
How many of these
implementations are
Live?
How many in the Life
insurance Domain? In
India/Outside of India
What was the total
implementation
timeline?
Enterprise
Portal
Integration
The proposed solution
must provide integration
capabilities to IBM
WebSphere using web
services
The proposed solution
must be integrated with
current enterprise
portal/s to enable portal
search to find desired
data and entities, as well
as documents, e-mail
messages and Web sites.
The proposed solution
must enable end users to
view and edit CRM data
through the enterprise
portal without having to
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switch to another
application.
The CRM data which
can be viewed and
edited within the
enterprise portal can
include standard entities
such as accounts,
contacts, opportunities
and cases but must also
include all data in
custom entities created.
The proposed solution
must provide consistent
security policies
between CRM and the
enterprise portal to
ensure that only people
with appropriate
permissions can view or
edit CRM data.
Mobility Offline client for
updating and retrieving
desired data
The proposed solution
must be able to support
offline mode.
The proposed solution
must be able to support
all or selected CRM
functionality on the
offline client.
The access of CRM data
on the offline client
must be controlled by
the CRM system and
provides access and
relevant data to
authorized individuals
only.
The proposed solution
must ensure security of
CRM data in offline
mode with encryption,
authentication, and
authorization
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technologies.
The proposed solution
must ensure users see
only the data they need
with role-based data
access and encryption
for offline data.
The proposed solution
must include tools or
configuration options to
manage information
available in offline
client.
The proposed solution
must ensure
configuration
management of offline
functionality based on
metadata.
The proposed solution
must provide CRM data
and functionality to your
mobile workforce
anywhere through
browser enabled mobile
devices.
The proposed solution
must enable mobile
users to not only view
CRM data but also with
online update capability.
The CRM functionality
on the mobile interface
must be familiar and
easy to use.
The CRM functionality
on the mobile interface
must include capabilities
such as:
• Assign tasks, Service
Request, Leads
• Easily manage and
enter Policy, Product,
account information
• Add and organize
contacts, leads, service
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requests
• Schedule meetings
• Transmit meeting notes
or details at the point of
contact
• Assign follow up
activities
• Track existing or new
opportunities
• Request approvals
• Gain access to mobile
e-mail and collaborative
Web-based workspaces
for sharing ideas and
information.
The mobile device
access of CRM data
must be controlled by
the CRM system and
provides access and
relevant data to
authorized individuals
only.
The proposed solution
must ensure security of
CRM data on mobile
with encryption,
authentication, and
authorization
technologies.
The proposed solution
must ensure users see
only the data they need
with role-based data
access.
The proposed solution
must include tools or
configuration options to
manage information
presented on mobile
devices.
The proposed solution
must ensure
configuration
management of mobile
functionality based on
metadata.
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The mobile user
interface must be
browser independent.
Reporting and
Analytics
Reporting
The business
intelligence capabilities
must cut across all
modules in the CRM
application with
integrated reporting and
analytics.
The proposed solution
must provide an
integrated reporting tool
for new reports to be
created as required.
The proposed solution
must have
comprehensive reports
for various activities in
CRM.
Additional reports or
changes to existing
reports must be easily
created by end users and
should not require major
effort from IT
department.
Reports must have
restricted access based
on user responsibility.
The ad-hoc reporting
tool must enable reports
to be exported to other
formats like Excel and
PDF format.
Availability of a Data
dictionary
Analytics
The proposed solution
must provide CRM
analytic capabilities that
provide complete
scenario analysis to
measure the
Page 73 of 88
effectiveness of current
activities and generate
performance details.
The proposed business
intelligence must
provide a set of pre-built
dashboards which can be
easily configured to
meet specific
requirements.
Pre-built dashboards
should include key
operational metrics for
executive, sales, service
and marketing.
Example of prebuilt
dashboard in Cognos
such as Sales dashboard
should include sales
performance, tracking
actual revenue against
target, tracking sales
achievement against
quota for each sales
person, tracking list of
top performers, pipeline
funnel report.
The integrated business
intelligence analysis and
dashboards must have
restricted access based
on user responsibility.
The proposed business
intelligence must be able
to drill down from the
summary level to the
transaction level details.
The proposed solution
must be capable of
incorporating KPIs
which can be assessed
during appraisal and can
be monitored and
tracked by authorized
users enterprise wide.
Page 74 of 88
The proposed solution
must provide these KPIs
monitoring in scorecards
formats with advanced
controls such as traffic
light, gauge and meters
to track achievement
status.
Architecture The Application should
be implemented as a
SOA compliant
architecture.
The Application
implementation should
be in such a way that
integration between
various Line Of
Business (LOB)
applications must not
create another interim
physical database for
storing or processing
any transactions or data
except maintaining the
state of the information
as per the business logic.
The application should
be built on an Industry
standard technology
platform.
The application should
provide technical tools
to configure &
customize the technical
features of the product.
The application should
be based on an object
model framework with
technical features to
review & configure each
layer of the framework.
All objects involved in
the delivery of the
solution should be
managed through a
unified technical tool
set.
Page 75 of 88
The platform should
enable the extension of
the application to create
new objects and link the
same with existing
objects within the
unified tool
The technical tool
should support creation
of all elements of the
application through a
user interface approach.
Configuration of user
interface forms, tables,
business rules,
dashboards & searches
should be possible in the
technical tool.
User interface design
should cover addition of
fields, controls, tabs &
grouping into flexible
sets of functions on each
form.
The platform should
support end user
personalization of key
elements such as
dashboards, column
orders & searches.
The reporting platform
used in the solution
should leverage industry
standard products which
support basic &
advanced reporting
features.
The reporting platform
should be able to
generate reports LOB
Wise, Client wise,
customer segment wise
etc
Project plan
Service provider to share
its proposed project plan
Support &
Maintenance
Governance
SLAs
Support & Maintenance
Page 76 of 88
Warranty What is the warranty
period?
Part C – information security specifications
S.
No. Domain Particulars Additional Details
1 Access
Management
Password policy
should be enforced
on the portal (Admin
account), application
(User account) and
servers. please share
the following details
of the policy:
i.Password history
ii.Maximum age
iii.Complexity and
Length of the
password
iv.Invalid login
attempts permitted
v.Account lockout
duration
vi.Password reset
mechanism
Yes/No with details of controls implemented
and snapshot
i.Roles defined in
system
ii.Service provider
shall mandate two
factor authentication
for access to Admin
account - (Yes / No)
Roles defined on the system with SoD Matrix
with details of access rights
Service provider
shall provide
confirmation on
IDAM integration
Yes / No(IT to share the version on existing
IDAM Solution)
2 Session
Management
Service provider
shall confirm the
following:
i. Session Time - Out
i. Yes / No with snapshot
ii. Yes / No
Page 77 of 88
for portal(admin
accounts) and
application(user
accounts)? if yes,
what is the time of
duration?
ii. Concurrent
Sessions disabled
iii. How Session
Traffic will be
managed? Will that
be encrypted yes/
no?
iii. Yes / No with encryption details and
strength
3 Data Security
Data at Rest -
Service provider
shall ensure that
database encryption
is in place
Yes / No with encryption details and strength
DLP(Data leak
prevention)
implemented for the
users and admins
having access to
application
Yes / No
4 Network
Security
Service provider
shall provide details
of External Router,
Internal Router,
External Switch,
External Firewall,
Internal Firewall and
Web application
Firewall along with
security testing
reports
Yes / No, List of devices(Incase of Cloud,
Share the extensive list of security services
subscribed) along with the detailed network
diagram, network uptime percentage with
Network VA / PT reports with last conducted
network security test report
Service Provider
shall ensure that
DDoS related
controls are in place
Yes / No with details of controls in place wrt
DDoS
Service provider
shall ensure IPS
placed to protect the
server from external
threats
Yes / No
Service provider
shall ensure the
VLAN Segregation
in place to provide
network tier - layer
Yes / No
Page 78 of 88
security
Service provider
shall ensure ACLs
are Configured on
L3 Switch / Router
to control and filter
out network traffic /
packet storm,
services and host
access
Yes / No
Service provider
shall ensure a SIEM
Solution & SOC
Monitoring for
monitoring of
application (Uptime,
malware scanning,
DNS poisoning, etc.)
Yes / No, Details of devices integrated with
SIEM Solution, SIEM Architecture and SLA's
defined
Incident
management process
in place and all
incidents raised
should be
communicated to the
company within 2
hours of the incident
occurring time.
Yes / No
5 Hardening
Service provider
shall conduct
security testing for
applications, all
plugins and web
services planned/
exposed for Web
Server
Yes / No with last conducted application
security testing report
Service provider
shall have a defined
process towards
regular updation of
Antivirus signatures
Yes/ No with periodicity
6 Application
Security
Service provider
shall conduct
configuration review
of hypervisor / VM
Yes/No along with the configuration review
report
Service provider
shall ensure
application hosted on
dedicated VM in
Details with application architecture
diagram/operating model showing integration
with internal applications
Page 79 of 88
cloud and database
segregated
Service provider
shall provide details
Integration planned
with Internal
Applications
Yes / No with details on conduct security
testing for all plugins and web services
planned/ exposed
Service provider to
confirm that there
are no known bugs /
vulnerabilities in
their system
Yes / No
7 Logging and
Audit Trail
Service provider
shall have a defined
process towards
managing and
monitoring of logs
including its
retention for DB,
Server &
Application Yes / No with Periodicity
8 Patch
Management
Service provider
shall have a defined
process towards
periodic patching to
be conducted for OS,
DB, Application,
Web Server and any
additional servers in
scope
Yes/No with periodicity
9 Backup
Service provider
shall ensure a
defined process for
periodic backup Yes / No with Periodicity
10 BCP / DR
Service provider
shall provide RTO /
RPO values(Both PR
and DR Location)
w.r.t application
i. Additionally, Yes/No with details covering
security landscape(location of PR and DR site
& RTO, RPO values for application)
ii. Network diagram covering PR and DR sites
and Portal architecture should reflect the Data
Replication process from PR to DR, uptime
guaranteed
11 Administratio
n
Service provider
shall provide
requisite production
support including
L1, L2, L3 support Yes / No
Service provider
shall have a defined Yes / No
Page 80 of 88
change management
process for all
changes made
Service provider
shall ensure that user
access gets revoked
on the last working
day Yes / No
Service provider
shall provide details
of Freeware / Open
Source software used Yes / No with details of freeware
12 Mobile App
Service Provider to
confirm any mobile
enterprise
application
applicable Yes / No with operating systems supported
Password policy
should be enforced
on the Admin
account, User
account. If yes, share
the following details
of the policy:
i. Password history
ii. Maximum age
iii. Length and
Complexity of the
password
iv. Invalid login
attempts permitted
v. Account lockout
duration
vi. Password reset
mechanism
Yes/No with list of controls implemented and
snapshot
i. Will there be any
session timeout
defined on the
mobile application
ii. Prevent
Concurrent sessions
i. Yes / No, If yes what is the time duration?
ii. Yes / No
Service provider
shall conduct
Security Testing of
mobile application
package
Yes / No with last conducted security testing
report for all platforms
Will there be any
mechanism to check
for rooted devices Yes / No with controls detail
Page 81 of 88
Service provider
shall ensure the
BYOD
Compatibility with
company's BYOD
solution
Yes / No (IT to share the version of BYOD
Solution)
13 Aadhaar
Vault
Service provider
shall ensure Aadhaar
vault to be placed for
storing and accessing
sensitive Aadhaar
card information
Yes / No with Aadhaar vault architecture
diagram and supporting documents on
implementation and workflow diagram of
Aadhaar Vault in cloud
Part D : Financial & Bid presentations
Financial Perspective
1
Shareholding
pattern and
vintage
Details of shareholding for capital and technical support
Share the
shareholding
pattern
2 Line of
Business Please provide Line of Business & business model
Please provide
Segment wise
revenue
3
Revenue
growth vs.
Previous Year
Details of Year on Year revenue Provide Copy of
Annual report
4
Gross Profit
ratio Profitable
business will
sustain for
longer period
Please provide Gross Profit ratio Details Provide Copy of
Annual report
5
Net worth.
Return on
capital
Please provide Net worth of the bidder Provide Copy of
Annual report
6
Financial ratios
(such as NP
ratio, Current
ratio etc.)
Please provide Details of Financial Ratios Provide Copy of
Annual report
7
Operating cycle
(Avg inventory
plus Avg debtor
over gross
revenue less
Avg Creditor
over gross
revenue)
Please provide details of Operating Cycle Provide Copy of
Annual report
Initial Bidding Presentation & POC
1 Presentation
& POC
Did the service provider present an elaborate solution
supported by relevant case studies?
2 Were the Wireframes provided for the solution of a
good quality?
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3 Did the service provider demonstrate similar mobility
solutions implemented elsewhere?
4
Did the demonstrated solution showcase business
functionality from the existing requirement document
shared in the scope of work document?
5
Did the service provider demonstrate capability to
improve customer engagement through the mobility
solutions?
6 Did the demonstrated mobility solutions incorporate an
Experience Management Platform?
7 Did the service provider present a comprehensive
Project Management Plan?
Part C – Other Criteria
1. The Product should have at least 2 live installations in the BFSI arena worldwide.
2. The project implementation should be completed within 60 days including
customizations if any. ( reduce transition period)
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Annexure – III ( Commercial Bid )
Company Name : Contact Person : Mobile No : Email ID :
Pricing for CRM: Customer relationship management
S.No. Item
On
premises
Cost (₹ )
On
Cloud
Cost (₹ )
Remarks
1 Per User Annual License Cost
2 Per User Annual Enterprise Grade Maintenance
and support Cost
Please define
various grades
if available and
the plan which
covers 24Hrs
X 365 days a
year with
99.8% SLA
uptime
guarantee
service on Call
and E-mail for
all days and
hours
3
Cost for through-out the tenure scope of this
RFP-Dedicated Customer Success Manager,
Dedicated support manager, Dedicated Project
Implementation Manager
4 DR and any redundancy cost as mentioned in
the RFP
5
Total Implementation & Integration Cost
including implementation with our internal and
external systems
6
Net TCO for 3 years including Hardware(on-
premises only), software upgradation, security
upgrades, Implementation, configuration,
system studies
whenever and
where ever
required,
customizations,
Maintenance
and support
7 Terms & Conditions
Please share separate rate structure for on premises and cloud solutions
Taxes will be paid extra. Please specify
To be printed on letter head, duly signed
& stamped
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ANNEXURE-IV
Please submit vendor registration document as per format shared with this document. In case
you have not received the format, please send your request to [email protected]
( Existing vendors are not required for fill the document )
Bidders are requested to share the draft of agreement along with RFP response
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ANNEXURE-V
NON-DISCLOSURE AGREEMENT
This Non –Disclosure Agreement (this "Agreement") is made on ___ day of ___________ 201_ (“Effective Date”), by and between Canara HSBC Oriental Bank of Commerce Life Insurance Company Limited, a Company incorporated under the Companies Act, 1956 having its Registered Office at 208, 2nd Floor, Kanchenjunga Building, 18 Barakhamba Road, New Delhi– 110001 and Corporate office at 2nd Floor, Orchid Business Park, Sector-48, Sohna Road, Gurgaon - 122018, Haryana (hereinafter referred to as the ‘Discloser’), and _____________________________________________________ a ______________ incorporated under the ___________________________ having its Registered office at ________________ (hereinafter referred to as the ‘Recipient’)
(Disclosure and Recipient referred to above are hereinafter collectively referred to as the “Parties” and individually to as a “Party”.)
The Parties agree as follows:
Purpose: The Discloser wishes to avail the services of the Recipient for carrying out a ____________________ within the Discloser’s organization as detailed in the letter of engagement/Agreement dated ________________ (the "Opportunity"), and in connection with the Opportunity, the Discloser would disclose to the Recipient confidential technical and business information, sample(s), materials, and/or prototype(s) that the Discloser desires the Recipient to treat as confidential.
"Confidential Information" means (a) any information disclosed by the Discloser to the Recipient, either directly or indirectly, in writing, orally, electronically, other media format, and/or in tangible objects, including, without limitation, algorithms, invention summaries, inventions, mask works, business plans, customer data, customer lists, customer names, financial analysis, forecasts, formulas, hardware configuration information, know-how, ideas, designs, discoveries, market information, marketing plans, processes, products, product plans, research, specifications, software, source code, trade secrets or any other information which is designated as "confidential," "proprietary" or some similar designation, or any third party information that the Discloser has an obligation of confidentiality to protect (collectively, the "Disclosed Materials") (b) any information otherwise obtained, directly or indirectly, by the Recipient through inspection, review or analysis of the Disclosed Materials and (c) any information shared through the Engagement Letter/Agreement / Documents dated __________. Information disclosed orally shall also be considered Confidential Information irrespective of whether such information is stated as such by the Discloser at the time of disclosure.
Exceptions: Confidential Information shall not, however, include any information that (i) was publicly known and made generally available in the public domain prior to the time of disclosure by the Discloser; (ii) becomes publicly known and made generally available after disclosure by the Discloser to the Recipient through no action or inaction of the Recipient; (iii) is already in the possession of the Recipient at the time of disclosure by
Page 86 of 88
the Discloser as shown by the Recipient's files and records immediately prior to the time of disclosure; (iv) is obtained by the Recipient from a third party lawfully in possession of such information, without a breach of such third party's obligations of confidentiality and as shown by documents and other competent evidence in the Recipient's possession; or (v) is independently developed by the Recipient without use of or reference to the Discloser's Confidential Information, as shown by documents and other competent evidence in the Recipient's possession.
Non-use and Non-disclosure: The Recipient agrees not to use, directly or indirectly, in whole or in part, any Confidential Information of the Discloser for any purpose except for activities covered within the scope of the Opportunity. The Recipient agrees not to disclose any Confidential Information of the Discloser, except as specifically provided for in this Agreement. The Recipient may disclose the Confidential Information to those employees of the Recipient who are required to have the information in order to provide services falling within the scope of the Opportunity. If the Recipient is required by law to make any disclosure that is prohibited or otherwise constrained by this Agreement, the Recipient shall provide the Discloser with prompt written notice of such requirement so that the Discloser may seek a protective order or other appropriate relief. Subject to the foregoing sentence, the Recipient may furnish that portion (and only that portion) of the Confidential Information that the Recipient is legally compelled or is otherwise legally required to disclose; provided, however, that the Recipient provides such assistance as the Discloser may reasonably request in obtaining such order or other relief.
Maintenance of Confidentiality: The recipient agrees that it shall take reasonable measures to protect the secrecy of and avoid disclosure and unauthorized use of the Confidential Information. Without limiting the foregoing, the Recipient shall take at least those measures that it takes to protect its own confidential information of a similar nature, but in no case less than reasonable care (including, without limitation, all precautions the Recipient employs with respect to its confidential materials). The Recipient shall ensure that its employees who have access to the Confidential Information have signed a non-use and non-disclosure agreement in content similar to the provisions of this Agreement or are otherwise legally obligated not to disclose such Confidential Information. The Recipient shall not make any copies of the Confidential Information except upon the Disclosers prior written approval.
No Warranty & Assumption of Risk. The Recipient acknowledges that all characteristics of the information or owned Intellectual Property exchanged may not be or are not fully understood and its use may involve risks or dangers that are not known or fully appreciated. ALL INFORMATION INCLUDING ALL CONFIDENTIAL INFORMATION IS PROVIDED "AS IS." THE DISCLOSER MAKES NO WARRANTIES, EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, REGARDING THE ACCURACY, COMPLETENESS, FUNCTIONALITY, NONINFRINGEMENT, FITNESS FOR A PARTICULAR PURPOSE OR MERCHANTABILITY OF THE INFORMATION PROVIDED.
Return of Materials: All documents, data and other tangible objects (in whatever media or format) containing or representing Confidential Information that have been disclosed by the Discloser to the Recipient, and all copies or extracts thereof that are in the possession of the Recipient, shall be and remain the property of the Discloser and shall be promptly returned to the Discloser upon the Discloser's written request.
No License, Testing or Publicity: Nothing in this Agreement is intended to grant any rights to Recipient under any discovery, disclosed invention, patent, mask work right, copyright, trade secret, trademark or service mark, or other intellectual property right of
Page 87 of 88
the Discloser, nor shall this Agreement grant the Recipient any rights in or to the Discloser’s Confidential Information. Nothing herein grants any rights whatsoever to the Recipient to test, disassemble, decompile, reverse engineer, replicate, or otherwise copy any of the Confidential Information or the Discloser’s intellectual property. To the extent applicable, the Recipient shall reproduce the Discloser's proprietary rights notices on any such authorized copies, in the same manner in which such notices were set forth in or on the original. The Recipient shall not use or cause to be published in any kind of media or communication the name, logo or other identifying information of the Discloser without the prior expressed written consent of the Discloser.
Term: The obligations of the Recipient under this Agreement shall survive until such time as all Confidential Information of the Discloser disclosed hereunder becomes publicly known and made generally available through no action or inaction of the Recipient.
10 Availability of Equitable Relief: The Recipient understands and agrees that its breach or threatened breach of this Agreement will cause irreparable injury to the Discloser and that money damages will not provide an adequate remedy for such breach or threatened breach, and the Recipient hereby agrees that, in the event of such a breach or threatened breach, the Discloser will also be entitled, without the requirement of posting a bond or other security, to equitable relief, including injunctive relief and specific performance. The Discloser’s rights under this Agreement are cumulative, and exercise of one right shall not waive the Discloser's right to assert any other legal remedy. Should any proceeding or litigation be commenced by the Discloser concerning breach or anticipated breach of the terms of this Agreement by the Recipient, the Discloser shall be entitled, in addition to such other relief as may be granted, to a reasonable sum as the Discloser's attorneys' fees.
11 Governing Law and Jurisdiction: This Agreement shall be subject to, and interpreted in accordance with, the laws of the Union of India. The parties agree to the exclusive venue and jurisdiction of the courts situated in New Delhi.
12 Severability: If any provision of this Agreement is found to be illegal or unenforceable, the other provisions shall remain effective and enforceable to the greatest extent permitted by law.
13 Counterparts: The Parties may execute this Agreement in counterparts, each of which is deemed an original, but all of which together constitute one and the same agreement.
14 Expenses: Each of the Parties shall be responsible for its own expenses.
15 Miscellaneous: No provision of this Agreement may be waived except by a writing executed by the Party against whom the waiver is to be effective. A Party's failure to enforce any provision of this Agreement shall neither be construed as a waiver of the provision nor prevent the Party from enforcing any other provision of this Agreement. No provision of this Agreement may be amended or otherwise modified except by a writing signed by the Parties to this Agreement.
By their signatures below, the authorized representatives of each of the Parties acknowledges their agreement to this Agreement made on the Effective Date first written above.
For the Discloser For the Recipient
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By: By: ____________________________
Name: _ Name: ___________________________
Title: Title: ___________________________