Proposal
to
Customize Snapshotzfor
Prepared by
Submitted August 3, 2015
Prepared by: John Cockerill
Contents
Introduction:
Snapshotz™ Audit
Background:
Avaya Customization
Fees:
Proposal to
Customize Snapshotz
for Avaya’s Use
Introduction:
The proposal is a result of discussions between Jennifer Spade, Vice President, Avaya Professional Services, Enterprise & Public Sector Sales - U.S. Theater and John Cockerill, President of The Taylor Reach Group (TRG) about using Customer Services Audit’s (CSA)Snapshotz™ and to customize the program to meet Avaya’s needs.
Avaya is looking for a tool that helps with the gathering, analysis and presentation of data by is ‘client associates’. The chief attributes for the tool were outlined as being: complete, consistent and comparability amongst and between both centers and Avaya sales and Client Engagement Strategists.
Snapshotz™ Audit
Snapshotz™ is a SaaS based tool provided by Customer Services Audit ( It is used by contactall center professionals around the world to audit and compare center operations with best practices. It provides users with specific data to show how their operations compare between center, either within the same organizations or between organizations, within the same sector or to overall best practices.
The audit reports highlights areas of strength and areas where the ‘gap’ to best practice can create risks to the business and opportunities for improvement. A sample of comparison report is shown on the figure below. The greater the yellow bar in the figure the greater opportunity for improvement. A detailed list of existing reports and sample have been provided to Avaya and are available on the CSA website.
Figure 1: Call CentreCenter Audit Comparison Sample
To populate and complete the audit require an estimated 5-8 hours of senior call contact centrecenter management time. Up to 5 team members, in the client organization can populate the required data. Consultants worldwide employ the Snapshotz™ as a data gathering tool as it addresses approximately 700 575 data-points across 8 sections and 29 subsections that define call and contact center operation. It was and is built to aid consultants to quickly and consistently get the critical information. Gathering details about the contact centrecenters through the Snapshotz™ process is very efficient in terms of time and effort and allows consultants to identify areas requiring additional scrutiny and investigation.
More than 1,550 contact centrecenter organizations worldwide have employed the Snapshotz™ audit tool. Retail price to for a single center as a ‘one off’ audit without consultant supportis $6,500 USD. Discounts for multiplies to the same center, same organization etc. are available.
Background:
Conversations between Avaya and TRG about the use of Snapshotz™ have been going for four years. [DS1][CT2]Early this year Avaya undertook to pilot audit with a client and Bob Ellis, a Client Engagement Strategist, the use of the tool as part of the sales process. Snapshotz™ was used employed to evaluate an Avaya client, Centene using the standard approach; that is to say using all 571 questions in the survey and audit. Then the results were used and presented to the client along with Avaya recommendations. The process and the results were well received by the client and the sales people involved.
However, from Avaya’s point of view the completeness of the survey (8 sections and 29 subsections) crossed into areas that distracted from the mission of providing high end professional services for focused on equipment and programming; and selling equipment as part of the overall solution to their client’s problems and opportunity.
While Snapshotz™ directly meets the needs expressed, Avaya would like to have it customized to meet a more focused need and output for their clients and Client Engagement Strategists.
Avaya Customization
Avaya is looking to use about 200 of the 571 questions in Snapshotz™, and the benchmarking data set that is associated with those questions. Additionally Avaya wants to add up to 50 additional questions that are customized for their own use. Data gathered from these questions will initially be used only reporting purposes. As the data set gathered from these question increases and reaches statistical validity, these also will be shown.
Reporting will also be altered to provide a reduced and more focus view of the results. This means that outputs will be in formats other thaen PDF, likely directly into either Excel (csv) or into a PowerPoint format for ease of use with the clients and for incorporation into presentations. These outputs are expected to be straight forward but as they need full definition the fees are only estimates.
Therefore we propose to customize Snapshotz™ to provide exactly the tool that Avaya wants. A tool that enables Client Engagement Strategists and or others on the sales team to collect the right data consistently, concisely, and to use it to compare clients results with best in class centers either worldwide or within their organization.
This will provide data to Avaya that positions them as a world leader, using an independent, unbiased data to deliver state of the art solutions to their clients. The format will provide a framework that reduces the reliance on who isthe individual doing the audit and provides a more consistent sales discovery approach across the organization.
Fees:
Based upon the information provided we offer the following Options for consideration.
Option A: Minimum Licenses per Year. This provides a low capital approach at a guaranteed rate of consumption licenses over any given year. This approach incorporates all above customization and development.
Option A: Minimum Licenses per Year Price per License
1200 Licenses per year over 5 years $2,500
2200 Licenses per year over 3 years $2,775
3120 Licenses per year over 5 years $2,900
4120 Licenses per year over 3 years $3,300
- A Monthly Admin & Maintenance fee of $2,500
- An initial establishment fee of $30,000 is to be charged prior to commencement of agreement.
Option B: Development + License Cost, No Minimums. This provides an upfront cost but no commitments to use.
B: Development + License Cost, No Minimums
Development and Customization $115,000
Train the Trainer Cost[CT3] $21,000[CT4]
Total $136,000
Cost Per License (as required) $2,500[CT5]
Monthly Admin & Maintenance $2,500[DS6]
All fees are expressed in US dollars. Invoices are due upon receipt. Subject to all applicable taxes. All direct, travel and out of pocket expenses will be charged to at cost. All Travel will be preapproved by Avaya.
Thank you for the opportunity to submit this proposal.
Snapshotz™ Customized Proposal Page 1
[DS1]Do we need to say this? TRG and Avaya have been engaged in conversations around the use of Snapshotz as an engagement tool.
[CT2]Agreed, I would delete.
[CT3]No discussion of this in the body of the document
[CT4]Should this not increase the above Monthly Admin Fee, if it is included and amortized in the Option A costing?
[CT5]I would increase this cost, so as to provide a cost advantage to the minimum license fee approach, i.e. $3000.
[DS6]Only other adjustments I have made