Sample Project Plan
change that is anticipated to occur at ABC Company, as it transitions from manual to automated
It is recommended that more specific sales and marketing related discovery and analysis be
conducted at a latter date to determine whether ABC Company would benefit from other
solutions such as telemarketing solutions for GoldMine, Caller ID screen pops, Proposal
Generation applications, etc.
Sales and Marketing Automation is Vision Systems' reason for existence. Yet Vision Systems
can recommend nothing other than the establishment of the infrastructure and foundations of
such solutions at this time. It is hoped that this opportunity will be revisited after more critical
issues are addressed at ABC Company.
CUSTOMER & TECHNICAL SUPPORT
Two-thirds of customers leave a vendor because of inadequate customer care.
- Yankee Group
If a company can decrease customer defection by only 5%, it can double its profits.
- Harvard Business Review
Vision Systems recommends implementing a GoldMine based Customer and Technical support
solution. Gold Support is the favored product for this purpose. Gold Support is simple and
affordable and of course, integrates with GoldMine. Gold Support allows users of GoldMine to
view open issues, and allows support personnel to easily track issues based upon an assigned
issue I.D. Gold Support also includes a searchable knowlegebase.
A knowledge base is highly recommended by Vision Systems. A knowledge base not only
allows for a more expeditious resolution of customer issues, it can drastically reduce the amount
of time necessary to train new support and technical personnel, as the combined experience of
the support personnel is stored in a centralized location. Even an untrained technician may be
able to solve some issues simply by doing a search of the archived knowledge.
Gold Support may be implemented at any phase. If ABC Company would prefer to not
implement Gold Support at this time, Vision Systems can offer a temporary solution that should
provide similar functionality. This is what is actually proposed for phase I, in order to minimize
the initial cost to ABC Company.
The temporary solution would incorporate a combination of Macros, Alarms, and utilizing the
GoldMine Info Center for a knowlegebase. While this solution will not be terribly robust, it
should minimally meet the needs expressed by the Engineering Manager at ABC Company.
Vision Systems has proposed a minimum level (8 hours) of user training. Two groups of four
students, receiving 4 hours of training should be sufficient to bring all users up to an introductory
level of GoldMine familiarity. While not quoted here, it is highly recommended that at least sales
and management personnel receive additional training, as this is critical to ensure adoption of the
system and maximization of ABC Company's return on investment.
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