Response to prebid queries - RFP CRM

Response to prebid queries - RFP CRM

S. No. RFP reference Query Response

1

Do you have any marketing suite like Adobe Campaign

Manager or intend to implement ?We do not have as of now but we intend to implement it

2

Please provide the details on current ecosystem with

details of application being used and expected to

integrate with CRM (including Email, Document

Management, Content Management, Soft phone &

dialler)

The application landscape will be shared separately

3

Please clarify on Total engagement period :

Implementation+1 Year Warranty support+2 years AMC

support

yes, every year renewal clause reserved by the company

4

2 Months of time specified for Design/ Implementation/

migration/ training is too short. Please consider an

extension for same as per industry standard.

this is excluding transition period,if any deviation required please

fill the deviation format and share.Pls provide indicative timelines

basis requirements provided in the RFP

5

It was discussed in prebid meeting that SI should bid on

implementation & AMC cost only. Cost related to

hardware (on prem) or Licenses (on cloud) should be

only suggested as part of TCO alongwith recommended

sizing/ volume.

Yes

6

Do you have existing application for chatbot & BI. If yes,

please specify the tool, if not, please clarify if it needs to

be implemented by SI

Yes. Custom built chatbot deployed on AWS, uses Polly/Lex

services of AWS

7

Please share the count of user (along with role) who

would be using CRM application

current approx. number is 300 initial set of users which is

expcted to be revised at a later stage.

Please Note - Number may very as per business requerment

8

Please provide details on volume of customer & policy &

service requets data to be migratedattached in sheet 2

9

As discussed in Pre bid meeting please confirm that

support resources would be required 13X6 and not 24X7

13X6 will do fine.

10

Please confirm if bid submission date can be extended

further ?its extended till 26th dec'18

11

Kindly confirm Used Existing Sales Force Logged in

Users for Lead Generation?Right now Digital Sales does not use Sales force or LMS.

12

Are Lead Generation Form have fixed fields or Dynamic

Fields?As of now fixed. These can be made dynamic in future

13 How many types of Login? Admin, Manager, supervisor, team leader, agent

14 Which module used from Sales Force? We don t use SalesForce

15 Please provide the detailed clarity on all modules. need clarity from bidder

16 What are the existing internal applications? The application landscape will be shared separately

17

What are external applications that are used by the

organization?The application landscape will be shared separately

18 Which document library is used by the organization?

If the question is for Document Management system, then it is

FileNet

19

Will the organization define its own project and test

management tool (eg JIRA) or vendor can suggest their

own.

We don t have any Test Management tool currently. Vendor can

suggest their own, however the implementation of the same will

be the sole discretion of CANH. The project dependency should

not depend on such a tool.

20

Any details would be helpful related to Hardware sizing,

No. of emails, No. of chats 2500 incoming email and reponces, chatbot is under progress

21

Please confirm the tenure of project whether it would be

for 1 year warranty plus 2 years support (12+2) or 1 year

warranty plus 3 years support (12+3).

Implementation+1 Year Warranty support+2 years AMC support

22

please share the volume of existing or expecting system.

Also share the details like systems in each department.

The application landscape will be shared separately

23 please share the IRDAI guidelines.

Available on

https://www.taxmann.com/TEMP/104010000000050602/guidelini

es_84007_2.PDF

24

Please define the user across the department who will

be using the CRM:

current approx. number is 300 initial set of users which is

expcted to be revised at a later stage.


25

Please list down the total users for Sales related

functions

10 + agents (should be scalable. Admin to have right to create

more logins across levels

26

Please list down the total users for Service related

functions

65-75% users will be service profile incuding renewals out of the

total named users, this might change basis business

requirements and needs.(This does not include online digital

sales and marketing which is separate)

27

Please list down the total users for Marketing related

functions10

28

Please list down the total users for Renewal related

functions

Approx 120 to 130 users access to CRM across customer

retention including renewal calling, surrender retention,

engagement calling & quality and training, out of this around 100

at user level and rest as team lead or admin access level access


29

Please share the list of department/ LOBs you are

looking to digitize by deployment of CRMPlease refer the inscope services part of RFP

30

Please share the preferrered type of Deployment among

below:

a). On - premises

b). Private Cloud

c). Public Cloud

No preferences. Cloud option should address security and

Integration concerns.

31 Please share the total number of mobile users attached in sheet 2

32

Our Understanding is that Hardware and infra will be

managed by Canara HSBC OBC or do you have any

existing SI

Yes, the OS. The application admin is to be managed by the

vendor.

Initial setup , sizing , integration, migration to be done by the

bidder.

33

Do the commercials have to be exclusive or inclusive of

taxes?

Commercial Should be exclusive of taxes, but taxes should be

mentioned separately

34 The project term is 3 years, is that correct? No.

35

Please list down the count of unique business processes

required for Sales and Customer service management.Please refer the in-scope part of RFP

36

Is the project considered to be a single phase roll out or

multiple phase roll out?Multiphased

37

Please list down the total named and concurrent users

who will be logging into the CRM application.300 named, 150 concurrent

38

Is the following modules included in current Scope of

work or they are meant for reviewing the capabilities of

the vendor? Please confirm

a- Quotation Management

b- Contest Management

c- Chat bot

d- Gamification

e- Target Planning

f- Offline application support

g- Mobile app for agents

i- Sentiment Analysis

j- Whatsapp Servicing

k- Video Calling Integration

all of them are in scope and require to showcase capabilities as

well

39

Will Canara HSBC OBC Life Insurance be able to

provide the API's for 3rd party tools it wishes to use i.e

Whatsapp,Core System, PAS,CCM etc.?

Except Core application, it is expected that all integration API to

be built by the vendor.

40

Is Straight Through Processing required as part of

servicing? If yes, kindly mention the list of STPs.

STP as such requests where customer is requesting self service

on portal and apps and the same is getting processed on core

data base automatically

41

What is the preferred cloud deployment model - Public

or Private Cloud ?Does Canara HSBC OBC Life

Insurance is open for cloud vendors for public cloud

model.

open to both, depending on infosec guidelines mentioned in

regulations and rfp. If public cloud with all infosec points

available then company is ok with it

42

What do you mean by the term "Service provider form"

and will it be provided by Canara HSBC OBC Life

Insurance at a later stage?

In case you have not received Vendor registration form, please

send request to [email protected]

43

Please give clarity on what do you mean by "Sub-

contracting", if we as an OEM would want to partner with

an SI to be able to provide a total solution and desired

support is that acceptable? If not then H/W maintainence

+ L1 & L2 support 24*7*365 days a year will be taken as

a deviation and will be Canara HSBC OBC Life

Insurance's responsibility.

Refers to implementation/Development efforts being handled by

another vendor.

44

We are solely a Product OEM for our CRMNEXT

application hence will not provide the cost for supply &

maintainence licences for any third party systems and

infrastructure and the same have to be procured by the

customer seperately. Please confirm.

Clarify, what third party components are being referred to here.

45

The Service provider must have mandatory Cloud

Infrastructure with data centers within India with ‘high

availability". We recommend modifying the eligibility

requirement for data center locations to outside India.

As per the regulatory, Physical servers should be in India only

46

"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", Kindly clarify as to what is the

implementation strategy to deploy the solution in 2

months time ?

Depends on the scope and integration efforts identified.

47

Please provide the details of Sales related workflow

process to be automated as a part of CRM

implementation.

Lead management system to be automated as part of CRM.

48

Please elaborate the requirements for ATS Integration

and related use cases

Application tracking system ( ats) is a portal company use for

tracking purpose. Integration is required with CRM

49

Proposal flow and tracking system - Is CRM expected to

handle entire New Business Flow? Or build integration

with existing system to track the status

integration with existing system as per current scope

50

Integration with CCM, as per our understanding all

Customer communications triggered from CRM will go

via CCM and Communication Templates will be

maintained in CCM. Please confirm.

yes

51

Please provide the details of Service related workflow

process to be automated as a part of CRM

implemention.

not in scope, integration is in scope

52

Currently how Quotations are managed ? Is automation

of new business application processing is part of current

scope? Our understanding is that we have to integrate

with existing application for New business processing.

yes, quotations are generated on tablets and website

53

Please elaborate on the requirements for Whats app

servicing and Video Calling integration.Are there existing

API's license for commercial use?

CRM should be able to integrate, if policy pack is triggerd then

the same can be sent on whatapp etc.

54

What are the expectation on expert collaboration?

Please elaborate.

All communication platforms on a single base and in integrity

with each other basis business requirements to make sure

employees have the tools they need to collaborate effectively

and be productive in communicating with internal and external

customers

55

Kindly provide details how incentives are managed

presently? We assume that the proposed application will

be integrated with incentive management tool.

integration with existing system as per current scope

56

Is migration of data is expected to be performed by the

vendor ? Please highlight the Scope.yes, numbers are attached in sheet 2

57

There are around 5 systems. Total number of users of all

the internal applications is 300Yes

58

It is assumed that CRMNEXT will train the users on

Train the trainer basis.However, CRMNEXT will not be

responsible for creation of user manuals.

For business user training this training model is fine.

For IT/Technology training please suggest the appropriate

methodology.

59

Who will be responsible for managing DR/BCP activities

?

i. Vendor shall conduct and has to share the BCP/DR excersing

report for their application hosted on cloud / COLO/Inhouse

ii. Vendor shall assist when Company conducts the BCP / DR

exercise

60

Our understanding is that the scope of CRM modules to

be integrated or required for this implemention is Sales

Automation, Service Automation, Marketing Automation

,Renewal Automation. Kindly confirm

marketing and renewal is in scope of CRM else is integration

61

Currenty how cross sell /up sell are managed? Please

elaborate. Is there any AI tool in place with which the

present system needs to be integrated for cross sell/Up

sell capabilities?

No AI tool in place.

62

Currently how do you manage CSAT ? Is there any tool

for CSAT?

integration with existing system as per current scope, capability

showcasing can be done

63 Please specify the name of Distributor App? Please elaborate

64

Which all channels are included for Omnichannel digital

avenues? Please provide the channel details.

Central processing happens for all digital sources cases ,

However business is routred through different channels like

inhouse and through digital partners

65 Is there a dedicated customer application in place ? customer portal is in place and application is under progress

66

The goal of Canara HSBC OBC Life Insurance is to

deliver outstanding digital customer experience.Please

elaborate on expectations from the proposed tool.

Single View approach from the lead till Servicing - 360 degree

view.

67

Please specify the requirements for contest

management capabilities.

CRM should be capable to drive contests both tigger based or

rule based

68

Do you have existing customer self service portal ? Our

understanding is that the proposed CRM needs to be

integrated with existing self service portal.

yes to both

69 Please speciify the total no. of Email gateways? 2

70

Do we have to propose a separate chatbot tool or is

there any existing chatbot for integration with the

proposed CRM?

Existing is in place, bidder can showcase capabilities

71

In case a separate chatbot needs to be proposed,Is the

chatbot functionality needs to be extended for

internal/external users or both ? If required for internal

users please specify the user volume.

Currently company is using a indiginious catbot however

capabilities for both internal and external use need to be

showcased for future reference

72Please specify the use case for the chatbot functionality.

Chatbot need to be integrated ,however CRM has to show case

capabilities for servicing of customers

73

In case a separate chatbot needs to be proposed

,please specify the interfaces i.e Portal, Mobile , Social

Network etc. where the chatbot functionality needs to be

integrated.Also please mention the approximate monthly

volume loads over these channels for apropriate pricing

model.

Volumes are not available, will be shared on a later date and

integration is required with all possible interfaces

74

"Ability to manage Feet on street through a separate

tracking mechanism for collection of documents and

payments from the customers in the field." Please brief

out the agent tracking requirements.

if customer is requesting for a document pick up then

information can flow to the end user of field who will initiate the

pick up basis existing set up

75

The proposed solution must enable end users to view

and edit CRM data through the enterprise portal without

having to switch to another application. We assume that

the end users for the portal are customers and agents.

yes

76

Dialer Integration with CRM - Some functionalities like

AHT report, Avg Calls Per Hour, call recordings, skill

based call routing, etc are Dialer capabilities. Is there

any specific reason why these are expected from

proposed solution?

To be discussed at a later stage, CRM capability to be

showcased once integrated to have a one view model

77

Does the proposed CRM is expected to perform

sentiment analysis or it should be integrated with

external BI engine.If yes , please brief out the scope for

sentiment analysis and scoring details.

basic analitics funtionality is expected

78

Does the existing PAS provides web-Api's for

integration?SOAP based Web services are provided for integration.

79

As per our understanding UAT and VAPT will be carried

by the customer or selected 3rd party provider.Please

confirm.

UAT assistance is to be provided. VAPT to be done by the

bidder using a certified 3rd party vendor.

80

CRMNEXT as an application vendor provides training on

'Train the trainer' approach. Kindly confirm if the

approach suits you.



methodology.

81

How many different rules/campaigns are executed for

Renewals? Please share list of the same along with

modes of communications against each. Are there

outsourced Agencies? Please share list of Agencies

Currently we have 9 campaign at customer retention which are

listed below

•Renewal Calling

•Campaign Management

•Deep Lapsed

•Group Policies ( Renewal)

•Surrender Retention

•Proactive Surrender Retention

•Engagement Calling (T-90)

•Email Desk

•Quality Control for customer retention

owing to engaging with customer we use below mentioned mode

of communications

Outsourced Agencies

For below mentioned campaign vendor ARCIS is our business

partner

•Renewal Calling

•Campaign Management

•Deep Lapsed

•Group Policies ( Renewal)

•Engagement Calling (T-90)

82

"Supervisor should be able to create these cases based

on transaction state/type "

Will this be a adhoc functionality which will be used

occassionally along with scheduled campaigns? Is bulk

upload expected or any additional functionality?

these are rules basis which campaigns can be designed

83

Would CRM fetch and identify the list of policies eligible

for renewals campaigns, or this will be shared with CRM.

this is also a rule basis which system will throw cases which are

eligible for renewals

84

"The product should be able to provide UAT Testing /

VAPT testing audit logs" Please elaborate on this

requirement. Our understanding is that VAPT is done by

customer/ 3rd party agency

Risk Response: Third Party VAPT assessment has to be

conducted for both Primary Site & Secondary Site by the vendor

Vendor to share the closure report on the vulnerabilities

emanating from the VAPT conducted

Scope for VAPT will be,

i. External Network Infrastructure including routers, switches,

IDS, IPS, Security devices

ii. CRM Application servers,Web Servers,Web-Plugins,Web-

APIs, Mobile Servers, Database servers including any additional

servers in scope

85

"The agent should be able to generate statements in the

PDF form of policy holdings and other standardized

customer documents". We assume that the document

generation will be handled through external system,if it

is required within CRM application please specify the

scope i.e types of documents, no. of templates etc.

CCM integration will handle this

86

"The solution must be able to involve employees or

external partners in the resolution process outside the

CRM". Will the agents will be logging into the the

system?

Yes, external service providors ( in case the processes in scope

is outsourced)

87

Currently how agents are managed in terms of agent

onboarding and agent activity tracking?Our

understanding is that we have to manage a quick

summary of agent. Please confirm.

this ia managed via enterprise monitor in aspect ( dailer), post

integration of CTI the same is expected via CRM

88

Does the sales agent /internal users require dedicated

CRM mobile applications? If yes , please list down the

number of Mobile users.

Yes, 10 approx

89

Please explain about preferred implementation approach

i.e. On-premise implementation or On-cloud

implementation.

No preferences. Cloud option should address security and

Integration concerns.

90 Kindly share the existing IT landscape details. Will be shared separately.

91

We assume to utililize the existing ESB and available

API's for the purpose of integration. Please confirm the

availability of the same.

No middleware available currently. All integration need to be built

as a part of the engagement.

92

Please share the deployment model envisaged. Would

entire group use a single instance of CRM or separate

instances using multi-tenancy?

Pls suggest. Also address other concerns of CANH related to

cloud implementation.

93

Kindly list out the number of systems, system names

and applications with which CRM needs to be integrated.chart is attached

94 Is DR environment needed? Yes

95

What percentage of replication is needed from

production environment onto DR environment?Full data replication required

96 What percentage of high availability is required? Prod should have HA

97

“ 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.” Please clarify whether this is in the context of

vendor support capability or product capability.

currently capability showcasing is required, process level SLA's

will be shared in later stage ( if required)

98

“Explain the current process to manage Renewal &

retention process and strategy. Please provide

supporting documents as well including current SLA’s is

being followed.” Please clarify whether this is in the

context of vendor support capability or product capability.



99

“Explain the current process for service request

management activities being followed”. Please clarify

whether this is in the context of vendor support capability

or product capability.



100

“Explain the current process of claim process

management being followed.” Please clarify whether this

is in the context of vendor support capability or product

capability.



101

As per our understanding Self-service portal is required

for Canara HSBC OBC customer base. Is the

development of SSP in present scope or do we need to

integrate with the existing SSP?

Integrate

102

If Self service portal is required, please give clarity on

the scope.Integration required

103 Please share list of internal systems. The application landscape will be shared separately

104

Please share list of in-house application (if other than

internal systems)The application landscape will be shared separately

105

Please elaborate more about this requirement "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"

After integration with telephony, the quality assurance user

should be able to fetch/listen to the call recording from the same

page where he/she looking into the commets. Solution should be

able run a rule based sampling of calls for the ease of QA

106

Please elaborate more about this requirement"The

application should be configured to automate the manual

processes for certain activities like

Product Catalogue

Marketing Event

Campaign Info (Inbound/Outbound/Service Requests)"

this is basically availability of certain enablers to respond the

customer such as catalouge, contract , whether any marketing

campaign was conducted with the customer or currently going

on with a particular set of customers etc.

107

Are you looking for Survey feature within proposed CRM

solution or 3rd party CRM system/plugin?Preferably in one solution offering.

108

Please elaborate more about this requirement"Support

response based branching & scoring controlling the

marketing campaign flow"

such as rule based intelligent campaigns. If our CCM sent

emails to the customer and he didn't open the same then CRM

should automaticaly get the feed from the SMTP and trigger an

SMS to the customer let say after 5 days from the email sent

date and share a comprehensive dashboard

109

Please elaborate more about this requirement"Ability to

replicate Insurance firms target planning strategy as

target planning model in the CRM system."

the ability to build and modify key performance indicators within

CRM for relevent fuctions to ensure tracking and regular

dashboardsing

110 How many systems are involved for integration chart is attached

111 System diagram and API integrations chart is attached

112 Layers of applications chart is attached

113No. of users bifurcations

65-70% service based/ 35-30% marketing and online sales ( this

ratio can be change basis business requirements)

114 Concurrent and named users attached in sheet 2

115Bifurcation of 300 users in various processes

65-70% service based/ 35-30% marketing and online sales ( this

ratio can be change basis business requirements)

116 IRDAI security info sec guidelines

Available on


es_84007_2.PDF

117

As assume that sucessful bidder is free to choose

between on-premises or Cloud based solution

implementation.

Security posture should be inline as prescribed

118

Please suggest the infrastructure for onsite will be single

DC solution or there will be DR also, what will be the

ratio of DC & DR hardware (does bidder require to put

replica of the hardware in DR)

Yes, Information security posture at both the sites should be

same.Generally DR will have lesser capacity than DC [1/2]

Both the sites should operate from different geographical zone

119

We undesrtand that requirement will be have all

components in High availability in DC and Please

suggest if DR also need to be exact replica or we can

propose stand alone solution in DR (without HA)

Yes HA required. DR comment same as above.

120

Is there any requirement for non-productiion enviroment

like SIT, test, DEV etc. Please suggest the ratio or basis

for sizing these requriement

CANH will have atmost 5 environments

[Dev/UAT/Staging/Prod/DR]. The lower environment will not

have HA, and will have a configuration required for acceptable

performance.

121

We believe that requried network infrastructure to

connect the proposed on-pre solution with existing

network (requried TOR, access switches, firewall, IPS)

will be provided by CANH.

Yes

122

Please suggest the required tool for monitoring

availability of proposed infrastructure will be provided

and integrated by CANH.

Existing tools will be used.

123

Please suggest required ticketing (service desk tool) tool

will be made available by CANH for the ticket logging

and monitoring.

Exisiting service desk can be ustilised.

124

We believe that bidder need to provide licesnses with

support for all infrastructure sofware components like

DB, OS, virtulization etc.

Licenses depend on the tech stack - if suggested stack is

already used in CANH then CANH can handle the license

procurement. If the bidder is a reseller of the proposed software

the bid can include the license cost for the same. Infra Support

will be handled by CANH, OS/virtualization. Application

infra/solution support to be provided by the bidder.

125

Please suggest prefered RTO/RPO for the overall

solution for both cloud and on-prem solution.

Also, please suggest if DR automation tool requried for

proposed infra in case of on-prem solution. Same has to

be included by bidder in their BOM or CANH can provide

the same from their existing infra.

Same as website, 24hr/4Hrs

126

Is CANH expecting that the new CRM solution to golive

in 2 months time frame. Please clarify.

Pls provide indicative timelines basis requirements provided in

the RFP

127

Is the study also to be completed along with the 2

months time frame for CRM implementation.


the RFP

128

Which lead management system is being currently used.

What are the current challenges in the system. What are

the 5 other systems being used. What are the technical

stack of these systems.

Custom built, called ACT.

129

Are you considering the Cloud version or the Onpremise

version.

Same as (1). We are open to both subject to the concerns raised

in (1)

130

Are Mobility related functionality part of the scope of this

project?

If yes, please give us a view of the functionality expected

in the Mobile client vis-à-vis the desktop client.

please explian "mobility" here

131

Please provide us a view of CANH's envisaged

timelines for completing the implementation on CRM


the RFP

132

Is CANH open to an approach of phased implementation

and rollout of CRM?

Or would the production go-live happen after all

functionality has been implemented in CRM along with

data migration?

Phased

133

During the duration of the project, would the vendor's

project team consultants need to travel across locations

in the India to meeet CANH's stakeholders (especially

during Requirements, Training and UAT phases)?

Or will all key stakeholders be available in one location in

India for Requirements phase (timelines and dates to be

mutually decided between CANH and TechM)?

Travel across India will not be required. Driven from HO.

134

Please give us a view of the integrations of CRM with

other external systems. Is there any middle ware for the

integrations to be used. Are the integrations batch

integrations or real time integrations ? Please confirm

that the services required for integration to the target

system will be developed by CANH / or respective

vendor.

No Middleware available currently. The integration services will

have to be developed by the bidder.

135

Please give us a view of the Product configuration /

Quote process. How complex is this. Do you see any

requirement for separate CPQ tools outside of CRM.

Need clarification, bidder can discuss this separately

136

How is the training of end users envisaged ? Since the

users are spread across different Geos, is there a need

for training all the end users or is CANH ok with the

"Train the trainer model "



methodology.

137

Please give us a view of the Data Migration to the new

CRM system. What is the volume of Data to be

migrated from Legacy to CRM.

attached in sheet 2

138 Which is the CTI tool being used currently Aspect

139

Do you have any existing Chatbot solution or are you

expecting the vendor to propose this solution along with

the CRM .

We have a chatbot solution. However we would expect the

chatbot functionality to be provided by the offering.

140

Please let us know how the in scope functionalities are

being managed by CANH today. Is there any existing

system or set of systems already in place or it is all done

manually?

Yes, various application are available such as CIMS for calling

and ATS for application tracking management, entire landscape

of architecture will be shared separately

141

Please let us know any challenges and pain areas being

faced by CANH today based on the existing setup for

CRM functionalities.

This is a part of RFP, various applications many of them doesn't

talk to each other. Call centre users toggle between various

applications to provide appropriate response to internal and

external customers

142

Proposal of this nature, size and complexity normally

requires multiple discussions with the S/W OEM, H/W

OEM and any other focused discussions with the parties

involved, and hence would require more time for the

service provider to submit a compelling proposition for

CANH. We request CANH to provide at least three

weeks extension from the current submission date for us

to submit a strong proposal.

The same has been extended to 26th for bid submission

143

We have strong experience in CRM space with clients

across the industries and geographies. Can the service

provider or OEM where asked showcase such

experience as references/case studies as applicable

where the scope of services is similar from CRM

functionalities standpoint.

References to be provided

144

Service Provider Profile Form - we assume that the

existing services providers need not submit this. Please

confirm.

Existing vendors need not have to submit vendor registration

again

145

Can you please let us know the timelines when the

project will start.

this depends on the shortlisting of a partner basis company req.

further details will be communicated post bid submission

146

It is mentioned that the service provider has to follow the

format of the RFP. Also there is a mention of filling the

spreadsheets while there are no spreadsheet attached

with the RFP. Can we follow our word doc template for

the response and cover the sections/topics asked in the

RFP.

spreadsheet format is attahed In commercials and deviation

format

147

Draft agreement form - we assume that the existing

services providers need not submit this. Please confirm.It should be a part of technical evaluation document

148

Regarding the point on Cloud Infrastructure with data

centers, we assume that the service provider can

showcase the capability of OEM partner. Please confirm.

Yes must showcase the capabilities, can include reference calls

and site visits

149

Consortium - we assume that the service provider can

partner with the OEM to provide services to CANH.

Please confirm.

Pls submit a matrix, with the OEM and third party responsibilites

across product phases

150

Anti Money Laundering (AML) check - can you please

share more details on this ask.

self capability to check AML in line with guidelines or integrate

current AML check procedure

151

For documents evidence asked for the points in this

section, can we provide self attested documents

wherever applicable.

Yes, attach reference, case study or allied documents wherever

applicable as the same is helpful during IT and Risk related

assessment

152

"Please find attached the detail scope of activities

proposed to be outsourced, as per Company’s current

understanding of the processes." - Can you please share

the attachment being mentioned here.

its basically talks about the annexure 1

153

"Providing supporting Hardware, Software and

Infrastructure required for on Premise/Cloud Solution

implementation." - we suggest that CANH procures the

necessary H/W, S/W, Infra directly from the OEM for it to

be commercially viable option for CANH, and get into a

direct contract with the OEM for the related activities.

We can share the BOQ specifications for CANH.

H/W for on-premise work can be procured by CANH [to check

with ITO]. However if CTS is a reseller of any S/W and the S/W

suggested is not a par tof the current CANH landscape, it is

desirable that CTS provides a quote for the same. However

server sizing basis the shared workload/volumes, software

installation, integration, migration need to provided by CTS, in

the proposal.

154

In case of on premise solution, we recommend CANH to

extend their existing environment to support the system

requirements instead of setting up a new one. Please let

us know if CANH will be fine with this.

It will be an extention to the existing setup.further clarification

required from bidder

155

Can we get a sense of number and nature of

applications with which integration of new CRM system

is desired, and also high level functionality of the

interfacing systems with CRM? Is it possible to get an

architecture diagram of the current landscape where

CRM system needs to be implemented? Does CRM

system needs to be integrated with MS Outlook client?

chart is attached

156

Do you have any middleware / ESB product for

integration purpose. If yes, please share the name and

version.

No.

157

Can you provide insights on the systems that are

planned to be de-commissioned.Pls refer to the migration guide

158

Do you have any CTI/IVR system in place currently? If

yes, what is the high level functionality? Is implementing

CTI solution in scope of this RFP?

CTI chart is attached

159

"Design and Implementation of the New CRM Solution

within 2 months…" - We believe that 2 months is a very

short duration for such a large and important project. We

assume that the service provider can propose the

necessary required timelines for the project which are

reasonable with proper rationale. Please confirm.

Depends on the scope and integration efforts.

160

We assume that the complete contract duration with the

service provider will be implementation time + three year

support (warranty, AMC, ATS etc.). Or is it that the three

year duration includes implementation time and rest

support. Please confirm.

Implementation+1 Year Warranty support+2 years AMC support

161

Does the current environment have any Single Sign On

implemented already? If yes, can you please share more

details?

Yes. IBM's identity Management.

162

"The existing Lead Management System" - Is the

existing lead management system has to be integrated

with new CRM? Generally CRMs come with their own

LMS.

We will use a hybrid model. For certain channel we may choose

to use the packaged LMS, along with integration with the existing

LMS [ACT]

163

In addition to total # of users, we would also like to know

total # of concurrent users (max) of the CRM system.

Can you please help. Also please share details on the

user profiles, i.e. how many users for what type of of

roles/profiles.

current approx. number is 300 initial set of users and 50% will be

concurrent which could be revised at a later stage.


164

Can you please let us know the marketing activities in

scope and what is the number of user for these

activities.

For activities, please refer scope of services in RFP. Users are

10

165

There is a mention of HW/SW/Infra support for 'on

premise/cloud solution'. Please let us know your

preferred deployment/hosting model. Also can the

service provider propose the best option for CANH

based on the assessment of scope of work.

Open to both options. For cloud offering please address CANH

security and Integration concerns.

166

"Product recommendation and Fitment study" and "The

SI partner should undertake a study period, not

exceeding a period 1 month...."

Please confirm when will this study happen. Is this part

of the 2 month implementation period mentioned or

separate? Also will this study be done by the selected

service provider who will do implementation as well? We

suggest that CANH first completes this study to identify

a right product and then takes up the implementation

project separately.

Implementattion period is excluding transition period and hence

study period should fit during the time.

167

"License rationalization" - please share more details on

this ask.

bidder may confirm basis volumes and in scope processes

whether the licence ask mentioned in the RFP is adequate or

there is an addition or reduction is required

168

"Warranty, AMC and Technical Support for the new

solution for a period of three years, 24*7, 365 days a

year". Please help us to understand if CANH is looking

for dedicated onsite Technical support or Service

Provider can provide support through shared services.

Also please let us know the rationale behind 24x7

support for the CRM system.

Suggest whatever is the best techno commercial model to meet

the optimal service/SLAs

169

Please confirm if the service provider has to provide

ITSM tool or is it that we can leverage the existing ITSM

Tool. If no, then how engineers will get notification for

any incident request?

The existing ITSM to be used. The project will post go-live be

tracked via the existing model followed at CANH.

170

Please help us to provide the details of tools (ITSM,

RDP, Monitoring) being used by CANH?

ITSM - Manage Engine

RDP - No Tool

Monitoring - Solarwind

171

Please confirm if you have any preference of hardware,

based on your contract/relationship with existing partner.

No preference, No long term partnership exist with any Vendor

172

What is the growth and scalability factors to be

considered for our solution?Pls refer to the hardware sizing questionaire

173

For cloud solution, please confirm if any regulatory/data

protection requirements to be adhered.

yes, adherence to the IRDAI guidelines and infosec pointers

mentioned in the RFP

174

Can we get a broad sense of how many reports need to

be modified/ created to maintain the current reporting

requirements?

too early

175

There is a point regarding Chatbot - where will this

Chatbot be hosted? Wil it be hosted at CANH portal, and

will it fetch data from/to CRM, or within CRM for internal

organizational usage?

The expectation here is for the CRM tool to offer chat/AI/ML

facilities OOTB.

176

Does the customer self service portal has to be just

integrated with CRM?yes

177

Details of claim management are not provided. Please

share.Claim documents/intimation received from claimant.

178

Data Security, Audit and Compliance has to be done as

per IRDAI guidelines. Please share details on course of Claim lodge in claims workflow

179

Is data migration from legacy system to CRM in-scope?

If so, what is the volume of data? Case gets assigned to respective claims manager

180 What is the existing (legacy) system from which data

migration need to be processed or migrated to CRM?

Claims manager does the scrutiny of claims documents and

raise a requirement (if any)181

Is building an automated test regression suite in scope?

If yes, are there any existing tools / licenses frameworks Investigation warrant (if required)

182

What are the available performance testing tools (ex.

loadrunner/jmeter, Charles proxy) with CANH? Post receiving all documents/investigation completion, claim is

being prepared and sent for necessary approvals (as per grid)183 Do we have scope for mobile device performance testing

in scope?

Post approval, claim is being sent to finance team for payout.

184 Is IVR performance testing in scope? If yes, is it through

system or API's.

After receiving payout confirmation from finance, a payment

letter sent to customer. 185 "Copies of licenses/approvals from various authorities

entitling the Service provider to conduct the activity. 186 "Guarantees/warranties are you prepared to give to us in

the event of project failure or your inability to meet the

Please note, this is a gist of claims processing, this may add

some more steps.

187

What are the available performance testing tools (ex.

loadrunner/jmeter, Charles proxy) with CANH?None

188What is the number of concurrent users?

50% of named users.Please Note - Number may very as per

business requerment

189

Is IVR performance testing in scope? If yes, is it through

system or API's.Service providor to showcase capabilities

190

As per the Document Security testing for DAST, Mobile

and web services are in scope, please confirm on the

SAST requirement

SAST from the vendor to be made available.

191

Does Project team currently hold any licenses

for Security testing tools? If so, would you recommend

the supplier to use already available tools? Are you open

for supplier to recommend tools (commercial/ open

source tools) as appropriate for this project

No.

192

Approximately what % of applications are required for

SAST/DAST scan, any tool ?Pls elaborate

193 Are there any thick client(client server) applications? No

194

Will source code made available to offshore? Will there

be any restrictions from client to share the code to

offshore location?

Depends on the engagement model.

195

How many JSON and REST are there, and how many

web methods for each service exist?

What type of authentication does the web service use

Very few. Integration services have to be developed as a part of

the engagement

196

Accessibility audit need to be performed for which

guideline, please mention the conformance level(leve A,

Level AA, Level AAA)

Bidder to suggest basis its experience in implementation in India

197

Accessibility audit required only for the application in

English language or any other international language

(Please specify)

English

198

What are all the Desktop browser/OS combination that

requires to be assessed for the auditAll browsers on Windows and mobile

199

What is the total number of pages/screen for which the

audit need to be performed in Desktop and Categorize

the number of simple, medium and complex pages from

the pages to be tested in Desktop

Too early

200

What Assistive Technologies are required (if applicable) Please elaborate

201

Do you want accessibility audit to be done on the mobile

devices also?Yes

202

What is the nature of the application on mobile and

Mention the device and OS combination requiredAndroid/iOS devices

203 Specify the priority browsers for each platform Should work across all browsers.

204

How many screens/pages need to be audited in total for

the application in Mobile and Categorize the number of

simple, medium and complex pages from the pages to

be tested in Mobile

Too early

205

Please specify the environment , in which the

accessibility testing will happen?Staging/UAT

206

Is the application accessible via internet or only in client

network?Depends on the solution

207 What is the service offering model need clarity

208 What is the development project model need clarity

209

Are UAT services required? (Real time testing by

differently abled users)Yes but too early to decide

210

Are Recommendation services required? (Defect

recommendations will be provided)Yes

211

Talisma has hosted the application in Microsoft Azure.

Kindly confirm if this is acceptableAcceptable, basis the cloud servers are present in India only

212

Please provide the number of Users for the User

Licenses300 is the number at present

213 What are different channels of customer communication Email, SMS, Chatbots, Voice, Social Media like WatsApp etc.

214 What is the Existing Telephony System used Aspect

215

Please provide list of applications which needs to be

integratedThe application landscape will be shared separately

216

Do you require us to include the hardware in our costing

or should we propose the required H/w & S/W

Hardware can be optional, however the sizing , class of servers,

software licensing requirements etc. need to be specified in

detail.

217

Two months for the Implementation may not be

sufficient. Kindly extend the same to 6 monthsDepends on the scope of work and integration efforts.

218 Please clarify "Any micro services development"

We currently do not have a middleware/SOA layer. It is upto the

vendor to choose the approriate integration paradigm. [Note:

CANH will in the future be implementing a ESB layer]

219

Please confirm if we have to propose Knowledge Base

alsoYes

220 Can we use 3rd party tool for Chat BOT?

Prefer the solution is from one single vendor. However if the

bidder can gaurantee the ownership/continuity of support, tech

etc. of the solution it can be considered

221

Can we go for cloud option or you want to keep the

database on your server only?

Cloud option can be explored - however concerns regarding data

security, in motion and at rest, duplication of data, integration

ease , reporting requirement etc. to be considered.

222 What is ATS Integration?

ATS is an enquriy system, application tracking system and CRM

will integrate with the same

223 What is Omni Channel including digital avenues ? yes

224

For Whats app servicing and Video Calling integration

can we use 3rd party api’s?same as (1)

225IVR setup need to be managed by whom?

IVR will be managed by the company, service provider to

integrate with the IVR and CTI

226

SMS Gaetway will be provided by you or need to get it

from any 3rd party API?Yes.

227 What is C SAT? Customer satisfaction

228 (Distributor App Integration) what kind of apps? JEE based application

229

What will the criteria of Customer communication

management and possibility of Integrate with Company

CCM system?

CRM will integrate with CCM, on demand and batch triggers will

be generated from the CRM which will be executed via CCM

230

please provide more details on the requirement of

migration of existing data to the new solution?Pls refer to the migration guide

231 more details needed on leading MDMs? Internal apps are distributed via. MDM tool mobileIron

232

We understand that the pricing should be offered on

number of users using the applications, i.e. 300. please

confirm.

If licensing is user based then it should be based on the given

user count.

233

We assume, integration with existing internal

applications. Required/appropriate APIs would be

provided by Client. Please confirm.

No. Needs to be developed as a part of the engagement.

234

We assume, integration with existing Lead Management

system. Required/appropriate APIs would be provided by

Client. Please confirm.

No. Needs to be developed as a part of the engagement.

235

Migration is not applicable. As we propose CRM

applications (for customer interactions and relationships)

and assume data on existing systems and we do

required integrations.

Why question (4) above?

236

We assume that all the mentioned channels are already

in place and we need to do integrations with mentioned

channels. Please confirm.

Yes.

237

please explain the requirement"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 "

integration with customer portal and app, also flow of request

within the company and showcase latest status to the end user

238

please explain the requirement. Is chatbot also

needed?"NLP/ ML Capabilities"Yes.

239 What is the criteria to classify a customer as inactive?

When all the policies related to a particular client id are not live,

this is basis polisy status and valuation

240 What services are offered via Bank Kiosk? These details will be provided in later stage

241

What kind of triggers are expected? is it specific to a

team?

yes, its specific to teams. Like any instance of a policy life cycle

such as issuance, completion of all requirements before

issuance

242

Whether the existing system does the bifurcations

already? Whether every agent is able to access this

DMS system?

yes to an extent, policy level, document type level etc. yes to

second part but the same is local security access based and role

specific

243

Compliance, regulatory breaches have different priorities

than call back breaches? Shouldn’t the call back

breaches be considered different priority level? Or does

the same team look into both the breaches?

Compliance and regulatory breches are getting reported

whereas calls were not and hence priority is diff.

244

What is the Email / SMS Gateway vendor that you are

using?Netcore. Email is in-house

245

What logistics provider is currently being used? How

many logistics providers are used? Is there an existing

integration from internal systems?

Aspect, only one vendor.

Yes, integration of dialer to core systems is available eg.IVR

246

Can you clarify on who would be part of the Control

group here and why is it necessary for such groups to

exist?

To be available in next set of responses

247

Are there any BI tools that you have in your landscape?

If YES, then which one and please share details

regarding APIs if it offers.

Yes Cognos. APIs are offered, need to be more specific with

details required. However all integration API need to be

developed as a part of this engagement.

248

Could you help us understand the use-case behind

creating polls?

Use case : Employee of the day or quarter and internal

customers via polls and a feedback over two diff. kind of

products etc.

249

What are the internal polls designed for? Would this be

for employees to pitch ideas?

may for pitching ideas or for gathering feedbacks and

understading levels for various kind of solutions offered

250

Could you help us with the personalisation requirements

for end users?via security classes over local security access

251

Although our solution can provide both deployment

options. We are proposing our cloud solution (with both

production and DR data centres in India).

Is that alright?

Yes. Pls consider and address our other concerns regarding

cloud implementation.

252 Please confirm that this is a physical submission only Yes

253

Is there an excel version that can be shared , especially

for Part-A, part-B, part-C and part D?

No, editable format is not allowed however timelines were

extended

254

Does 2 months includes Study phase too or is that 1

month of additional time? We have implemented CRM in

multiple insurance companies in India and this looks like

a very aggressive target. Is this flexible?

it doesn't include transition period only, if any deviation required

please fill the deviation format and share.Pls provide indicative

timelines basis requirements provided in the RFP

255

This means that there would be 300 CRM users. The 5

systems you talked about are the systems where CRM

needs to integrate with?. If yes, please define the

systems

yes

256

Is it possible to give break up of users?. How many

would be using what systems?. Also, how many would

have read only access (For example higher

management only needs read access). Read access

licences per user is much cheaper than regular licences

Such break up will be provided during final engagement stages,

mutual discussion is required

257

Which CTI solution is used by callcenter? There are

references to knowlarity , ASPECT, etc.aspect

258

Is there any CCM platform implemented? Which

platform? Please elaborate on the usage of CCM by you.

No CCM platform as of now. Here CCM refer to the

communication channels currently used at CANH.

259

For emails, are you using office 365? If no, then what is

the email platform through which email communications

ned to be sent?

No. We directly connect to the SMTP gateway.

260

For SMS, which SMS gateway is utilized, does it provide

web API for both single and bulk SMS send operation?

Partnered with Netcore for SMS.

261

Would dashboard be built in Cognos? And CRM is

supposed to provide data to Cognos?

No. Expect dashboards and reports OOTB from the system.

However there will also be a need to transfer data into our

reporting systems.

262

How many straight through processes are envisioned at

this stage? Which are those?need clarity from bidder

263

Which is the existing lead management system? Please

share platform details. Would there be any integration

with it from CRM expected? Or would be sunset?

Custom built system called ACT. Yes integration would be

required.

264

As mentioned agile project methodology is suggested to

follow and during agile continuous involvement of SMEs

is required.

Full time SME availability will not be possible.

265

is there any existing portal at present? If yes, request

you to elaborate on services provided. If no, what all

services are expected to be available from this portal?

portal is existing and integration is required

266

Is it applicable to L1, L2, L3 support on the

product/solution? Or application availability?L1/L2/L3 support

267

Please elaborate on number of environments required as

per IT strategy at canaraHSBCDev/UAT/Staging/Prod/DR

268 For cloud solution providers, this is not applicable. ok

269

Request you to update on organization approach

followed at present to validate if same can be applied

here

need clarity from bidder

270

For data to be migrated to new system, below volume

details are requested

- Number of Policies

- Number of customers (policy members)

- Number of open leads (approx numbers)

- Number of service requests to be migrated

attached in sheet 2

271 Is payment gateway integration eeded in CRM? Yes

272

Is the client okay to store data in cloud? Can we propose

a cloud solution?

Yes. But security and Integration concerns need to be

addressed.

273

Is the client going to provide the service providers for

SMS and voice blasting etc?The existing services can be leveraged.

274 Is any website integration with CRM needed? customer portal, company website, bluedart etc.

275 How is the grievance redressal handled currently? internal application of company, CIMS

276

What are the other systes at cleitn end where integration

is needed?chart is attached

277

What is the current database size of the client in terms

of records size or DB size?approx. 10 L

278 How many users would the CRM need to support? 300

279How many consurrent users would be present?

50% of named users.Please Note - Number may very as per

business requerment

280Who are the recipients of reports/MIS and how often?

team members, supervisors, scheduled, on demand, daily,

monthly weekly etc.

281

We need details on the volume estimated for chat and

email processNeed additional details for proposing Email / Chat BoTs

282

Chat & Email would be in English only or other

languages to be coveredEnglish

283

Types of queries which would come in, would it be

queries, complaints or requests. Need additional details for proposing Email / Chat BoTs

284

What are the internal applications that BoT needs to

integrate with for fetching email / chat responsesNeed additional details for proposing Email / Chat BoTs

285

On What all platforms should the chat bot be deployed -

Web, Social Media, Digital channels - Skype, wechat,

inline, telegram, Whatsapp, Mobile app ?

Need additional details for proposing Email / Chat BoTs

286

What input is expected if user uploads an image to

chatbotNeed additional details for proposing Email / Chat BoTs

287

Would OCR capabilities be required to process chat /

Emails coming inIf available yes. Please provide usecase

288 Is speech to text conversion required for BoT Yes, good to have

289Would client share list of all APIs required for integration

Available API will be shared, but engagement involves

developing the API as well

290 Kindly clarify on the sub-contracting possibility Bidder can not outsource complete activity to third party.

In line with the security requirement specified by IRDA.

295 Please elaborate on this point Refers to client interviews.

296

if commercial API's open from whatsapp then integration should

be possible in CRM

297

298 99.50%

299 99.5

300

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.

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 30 days.

301

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.

In addition, Company reserves the right to add or waive any

requirements contained in this RFP at its sole discretion on

mutual agreement, with regard to proposals submitted.

302

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 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 overall program

governance will be with the bidder .

303

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.

We would need notice period of 30 days required for termination

for cause

Please share the guidelines that need to be followed in

this case"Audit & Compliance of the CRM as per the

IRDAI guidelines"

What all needs to be considered under WhatsApp

servicing?

Should we consider the uptime SLA as 99.5 or 99.8%?

Available on


es_84007_2.PDF

304

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.

If any part of the contract is not satisfactorily remedied within

reasonable time, Company may proceed to do the work without

prejudice to any other contractual rights, which Company may

have against Bidder in respect of any such non performance.

The bidder will bear the the expense only upto 5% of the

undelivered portion.

305

Company and the successful bidder as evidenced by an

Agreement issued to the Company;Company and the successful bidder, on mutually agreed terms

and conditions, as evidenced by an Agreement issued to the

Company;

306

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.

The mutually agreed terms and conditions of the RFP, including

the specifications and the completed proposal, will become, 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.

307

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.

Company reserves the right to modify the terms of the RFP at

any time, prior to last date of bid submission, at its sole

discretion and the same will be uploaded on the website

http://www.canarahsbclife.com.

308

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.

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.

309

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.

All the mutually agreed terms and conditions of this RFP shall be

deemed to be accepted by the Bidder and incorporated in its

proposal unless specifically notified otherwise.

310

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.

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:

ii. If any material part of the contract is not satisfactorily

remedied within reasonable time, Company may proceed to do

the work at Bidder’s risk and expenses (subject to a maximum

increase of cost at 10% of amount payable to the Bidder for the

relevant SOW) without prejudice to any other contractual rights,

which Company may have against Bidder in respect of any such

non performance, provided notice period of no less than 30 days

is provided for remedying the same.

311

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.

4) The Service provider should not have been blacklisted by

Central / State Governments or PSUs in the past 3 years

312

The Contract / Agreement to be signed with the selected

bidder(s) shall be as per the format of the Company.The Contract / Agreement to be signed with the selected

bidder(s) shall be as per the format of the Company subject to

propsed deviations.

313

Confidential Information means…. add: Orally disclosed information to be reduced to writitng within

30 days of disclosure.

314

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.

The obligations of the Recipient under this Agreement shall

survive for a period of two years after the expiration or

termination of the contract to be entrered into OR 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,

whichever is earlier.

315

Not present in RFP"Taxes" Any increase or decrease in the rates of the applicable taxes or

any new levy on account of changes in law shall be to the

account of Customer.

316

Not present in RFP" Saving clause" Bidder’s failure to perform its contractual responsibilities, to

perform the services, or to meet agreed service levels shall be

excused if and to the extent Bidder's performance is effected ,

delayed or causes non-performance due to Customer's

omissions or actions whatsoever.

317

Not present in RFP "deemed acceptance"Services and/or deliverables shall be deemed to be fully and

finally accepted by Customer in the event when Customer has

not submitted its acceptance or rejection response in writing to

Bidder within 15 days from the date of installation/commissioning

or when Customer uses the Deliverable in its business,

whichever occurs earlier. Parties agree that Bidder shall have 15

days time to correct in case of any rejection by Client.

318

Not present in RFP" Arbitration" This Agreement shall be governed by laws in force in India. In

the event of any dispute arising out of this Agreement the same

shall be settled by binding arbitration conducted by a sole

arbitrator appointed jointly by both Parties and governed by the

Arbitration and Conciliation Act, 1996. The venue of arbitration

shall be Delhi. The language of the arbitration proceedings shall

be English. Any dispute arising in relation to this Agreement

shall be subject to the jurisdiction of the courts at Delhi.

319

Not present in RFP " SNR" Customer hereby agrees to make the site ready as per the

agreed specifications, within the agreed timelines. Customer

agrees that Bidder shall not be in any manner be liable for any

delay arising out of Customer's failure to make the site ready

within the stipulated period, including but not limited to levy of

liquidated damages for any delay in performance of Services

under the terms of this Agreement.

320

Not present in RFP "Transfer of risk and title" Bidder assumes that the title of ownership and risk of the goods

supplied under this Contract is passed onto Customer on

delivery of the material at the Customer location.

321

Not present in RFP "Limitation of Liability"Notwithstanding anything to the contrary elsewhere contained in

this or any other contract between the parties, neither party shall,

in any event, be liable for (1) any indirect, special, punitive,

exemplary, speculative or consequential damages, including, but

not limited to, any loss of use, loss of data, business interruption,

and loss of income or profits, irrespective of whether it had an

advance notice of the possibility of any such damages; or (2)

damages relating to any claim that arose more than one year

before institution of adversarial proceedings thereon.

Subject to the above and notwithstanding anything to the

contrary elsewhere contained herein, the maximum aggregate

liability of Bidder under this Agreement, shall not exceed the fees

received by Bidder under this Agreement during the three

months preceding the date of such claim.

322

Not present in RFP "Termination"Either Party shall have the right to terminate this Agreement at

any time:

With Cause – in the event that the other party commits a

material breach of the Agreement and fails to cure such default

to the non-defaulting party’s reasonable satisfaction within thirty

(30) days.

In the event of termination by owner, the Bidder shall be paid for

the:

1. goods delivered

2. services rendered

3. work in progress

4. unpaid AMCs

5. third party orders in pipeline which cannot be cancelled

despite Bidder's best efforts

6. unrecovered investments shall be paid by customer as per

termination schedule till the date of termination.

323

Not present in RFP " change orders" Either party may request a change order (“Change Order”) in the

event of actual or anticipated change(s) to the agreed scope,

Services, Deliverables, schedule, or any other aspect of the

Statement of Work. Bidder will prepare a Change Order

reflecting the proposed changes, including the impact on the

Deliverables, schedule, and fee. In the absence of a signed

Change Order, Bidder shall not be bound to perform any

additional services.

324

Not present in RFP " Pass through Warranties" Since Bidder is acting as a reseller of third products, Bidder shall

“pass-through” any and all warranties and indemnities received

from the manufacturer or licensor of the products and, to the

extent, granted by such manufacturer or licensor, the Customer

shall be the beneficiary of such manufacturer’s or licensor’s

warranties and indemnities. Further, it is clarified that Bidder

shall not provide any additional warranties and indemnities with

respect such products.

325

Not present in RFP "Intellectual Protection" No intellectual property rights of any nature shall be transferred

from one party to the other in the course of performing any

obligations or otherwise under this agreement. For the avoidance

of doubt, Bidder may use certain tools, processes or

methodologies of its own in performing the Services. Ownership

of all intellectual property rights and any other rights in these

shall vest with Bidder, and no rights shall be deemed to have

accrued to the Customer.

326

Not present in RFP "Bidders right to terminate " Either Party may terminate any SOW and/or the entire

Agreement upon written notice to the other in the event that: (a)

the other Party commits a material breach of the Agreement or

SOW and fails to cure such default to the non-defaulting Party’s

reasonable satisfaction within thirty (30) days after receipt of

notice; or (b) the other Party becomes insolvent or bankrupt,

assigns all or a substantial part of its business or assets for the

benefit of creditors, permits the appointment of a receiver for its

business or assets, becomes subject to any legal proceeding

relating to insolvency or the protection of creditors’ rights or

otherwise ceases to conduct business in the normal course. In

the event of termination of an SOW hereunder, Customer shall

pay Supplier: (1) all fees as specified in the SOW and expenses

up to the effective date of the termination, including work in

progress, plus fees for the applicable notice period irrespective

of whether Customer requires Supplier’s services during such

period; and (2) any termination charges agreed by the Parties. If

this Agreement is terminated before all SOWs executed

hereunder are terminated or completed, the terms of this

327

Not present in RFP"Audit" Excluding a regulatory/statutory requirement, if any, nothing in

this Agreement shall be construed or interpreted as requiring

Contractor to provide to Customer access to or right to inspect,

examine, audit and take copies of any fees, price, cost or any

other financial information or any records or documents relating

to the make-up of the Contractor’s internal overhead

calculations, their relationship to the fees, any financial cost

model, calculation of fees or to the Contractor’s profitability or

other such financial data.

328

Not present in RFP"Bidders right to terminate " The bidder shall have the right to terminate the contract in the

event any undisputed amount remains unpaid for a period

exceeding 15 days.

329

Not present in RFP" Non-hire"During the term of this Agreement and for a period of one year

thereafter Customer shall not, directly or indirectly, hire or solicit

for hire, any of the personnel engaged by Bidder, without the

prior written consent thereof from Bidder. Thus, the Customer

agrees to the entry of an injunction against it in the event of

actual or threatened breach of its obligations hereunder, and

acknowledges such relief shall be in addition to such other and

further relief as may be available to Bidder at law or in equity

330

Not present in RFP " pricing" Any change in mutually agreed pricing or scope of work

including any statutory or regulatory requirement, shall be made

through change order.

331

Integration with the current Sales

force management system

What is the current system in place, what functionality is

getting implemented and what is the mode of integration

We are not using inhouse CRM at this point of time and

depended on service provider.

332 Quotation Management

Will quotation be done in CRM or will be integrated with

existing quotation applicationyes, CRM can showcase its own quotation generation capability

333 Login to Issuance Tracking What is the functionality of Issuance Tracking

currently via ATS ( application tracking system- inbuilt

application), CRM will inegrate with it

334 Proposal flow & tracking system

How many distinct proposal templates are used at

presentSeparate application format for product types

335 ATS Integration What is the functionality and mode of integration Enquiry. Webservices.

336 Distributor App Integration What is the functionality and mode of integration JEE based app. Webservices.

337

Customer communication

management and possibility of

Integrate with Company CCM

system What is the functionality and mode of integration

Refers to our company's communication channels like

Emails/SMS etc. API/File based

338

What’s app servicing and Video

Calling integration

Is this expected to be executed from CRM or any other

3rd

party application

Open to options, as long as the bidder owns the delivery and

SLAs.

339

Customer Communication

Management through IVR, SMS

,emails and calls ( both incoming

and outbound and any other

touch points) What is the current IVR in place

Aspect

340 Generic

What are the total volumes (approximate) for Customer,

Leads, Opportunities, Quotes, Policies and Service

Requests

attached in sheet 2

341 Generic

What are the guidelines for retention of transactional

data – Duration ?

Risk Response: Basis the agreed timelines on the Data

Retention Period with the business, Vendor has to be hard purge

the data or put in a self-destruct mechanism to ensure the data

purging from their systems whereever stored

342 Generic

How many distinct applications are factored to be

integrated with proposed CRMchart is attached

343

The proposed solution should be

deployable on smart clients, e-

portal clients, mobile clients and

offline clients How critical is the offline capability

Important. The current POS is designed to work in an offline

mode, to address connectivity issues in rural areas.

344

The solution must track and

manage correspondences simply

and seamlessly by evaluating the

incoming messages and

automatically matching them with

appropriate conversation. Please explain this requirement

Tagging the message to an existing communication thread.

345

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. Please share the current CTI architecture

CTI chart is attached

346

Ability to have pop ups for

reference on predefined triggers (

both manual and automated)

which can be modified at

supervisor level Please explain this requirement

If we require a set of information for a specific rule, the system

should have capability to pop it up on user screen

347

The proposed solution should

have the capability to give a

complete dump to build reports.

Scheduled report

Is there a BI architecture existing to which CRM has to

be integrated

Yes.

348

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 What is the current OBD in use

Aspect

349

The application should be

configured to automate the

manual processes for certain

activities like

Product Catalogue

Marketing Event

Campaign Info

(Inbound/Outbound/Service

Requests)

Please explain these processes and the scope of

automation

Need clarity in extact details required here, can be discussed

separately

350

CRM to have investment Vs

return updates

Please share the data sources from where the

investment are computed. Is there any kind budget

defined, against which Campaigns / Events / Promotions

are organized? This will be taken up at a later stage

351

Providing supporting Hardware,

Software and Infrastructure

required for on Premise/Cloud

Solution implementation.

Please Clarify, do Bank require On Prem Infrastructure

Solution or Cloud Infrastructure Solution?

Open to cloud. Bidder to suggest.

352

Integration of existing

applications internal and external

both and migration of existing

Data to the new

solution.

Please saher the details of the data to be Migrated

1) Data Capacity to be migrated?

2) Types of Databases to be migrated?

3) Number of tables to be migrated?

Pls refer to the migration guide

353

Training, Documentation and

Manuals for the new CRM

designed.

Do bank require the training for the underline Hardware

as well?

If yes, then please provide the number of Members to be

trained?

Number of Batches?

Number of members per Batch?

What training will be provided on the underlying hardware? Pls

elaborate

354

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

Please share the complete details of the data to be

migrated.

1) Type of data to be migrated

2) Type od databases to be migrated

3)Capacity (in TB) of data to be migrated

4) Existing infra details with model Number.


355













Management Solution

Request you to increase the design and implementation

timeline as OEM takes minimum 8 weeks to deliver the

product.

please mention the same in the deviation sheet

356

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.

Please Clarify, do bank require 10G copper Card or 10G

SFP+ Card?

Bidder to recommend.

357

Primary Site will be hosted at

company’s data centre under the

existing 20 Mbps (1:1) internet

leased line

Please share the DC location? Primary, Disaster and

Near lineDC-Gurgaon, DR-Hyd, No Near Line

358

The architecture should include

separate environment for

development and Quality testing

As per bidder understanding, there would be 3

Environments i.e. DC, Development and Testing

Please clarify, would there be any DR site and Near line

site as well?

If yes, please share the DR location , Near line site

location and do the data replication will be under bidder

scope?

Dev, UAT, Staging, Prod, DR.

359

What facilities does the product

provide to integrate with

middleware environments?

Do bank will provide the middleware licenses as per the

requirement for new CRM solution(if required) or it is

under bidder scope?No Middleware currenlty available. Not in scope.

360




Please provide the size in percentage of the

development and Quality testing environment of the

production environment.

Sufficient resources for the functioning of the environments

361 General Please share the required RPO and RTO w.r.t hardwareTo be aligned to the overall SLA

362 General

Do bidder need to provide the new networking solution or

the CRM soultion will be integrated with bank existing

infra?

If current infra will be used, please provide the details of

the existing network

1G Coppert/SFP+ or 10G Copper/SFP+?

Bidder to suggest H/W sizing and softweare requirements.

363 General

Do bidder needs to provide the new backup solution

Or

Need to integrate the new CRM solution with banks

existing Backup infra?

Integrate with existing Infra

364 General Please provide the details of the existing Backup infra. Why is this required ?

365

Initial Bidding Presentation &

POC

Bidder understands bank will provide the Infrastructure,

licenses for POCNo

366

Service provider shall ensure

Aadhaar vault to be placed for

storing and accessing sensitive

Aadhaar card information

Bidder understands that Addhar Vault solution should be

cloud based

No, CANH has implemented the aadhat vault, API integration

required.

367




Data to the new

solution.

Please provide the data points in terms of data size to be

migrated to new infrastructure.


368

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.

Please modify the statement as" application should be

available in case there is HW failure" As there are

certain components in server like mother board whose

failure will draw downtime of the server.

The point here is for a redundant environment.

369

Addition of CPU, Memory, Hard

disk capacity without causing

downtime Request to re-visit the clause.

Pls elaborate

370




Bidder understands that environmnet will be different,

though same hardware for development and quality can

be used using virtualization technique, and production

storage can be shared with the said environment by

logically segregation the production environment.

Yes.

371

Service Request - Requests,

Query ,complaint

management & Calls/Tickets

management

Bidder understands that Bank is looking for Enetrprise

Management soltion for monitoring and call logging for

the underlying Hardware.

Integration with current CTI wher if call lands on IVR then pot

integration agent should be able to view customer details on the

CRM screen, agent productivity reports to ber available from the

CRM solution

372

The system should have a robust

BCP architecture whereby no

data loss should occur in case of

a failure.

Bidder understands that Bank is looking for the Three

way deploymnet of the application at primary data

center, Disaster recovery datacenetr and Near line site

data ceneter.

Primary and DR

373 Connect to the company LDAP

Please clarify is bank using LDAP or AD for

authentication.AD or internal users. TDS for external users.

374

What are the other data

protection software that would be

deployed? [Antivirus/Firewalls

etc]

Please clarify is bank looking to deploy sepearte

Antivirus/Firewall solution for the current project.

no

375 Network Security

Does bidder need to provide, switches, router, IPS, etc

as part of the solution.no

376

Service provider shall ensure a

SIEM Solution & SOC Monitoring

for monitoring of application

(Uptime, malware scanning, DNS

poisoning, etc.)

Does bidder needs to provide the SIEM and SOC

solution as part of the RFP

no

377

Service provider shall provide

RTO / RPO values(Both PR and

DR Location) w.r.t application

Bidder understands that bidder can provide any RPO

and RTO values or does Bank has set some define

values

4hrs/24hrs

378

The project implementation

should be completed within 60

days including customizations if

any. ( reduce transition period)

Please revisit the clause as HW OEM will take minimum

6-8 weeks for delivery of the HW to respective locations

please mention the same in the deviation sheet

379

The project implementation

should be completed within 60

days including customizations if

any. ( reduce transition period)

Does bidder needs to taken transition of any existing

infrastructure, please specify the details.

Pls elaborate

380

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. Kindly reduce the validity to 90 days

No change from RFP

381

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.

Penalty clause needs to be redefined/ mutually

discussed and agreed upon at the time of SoW.

This should cover in the agreement

382

The Service Provider shall

provide details of their Anti-Fraud

controls and the same will taken

into consideration as part of the

Technical Evaluation

We assume that these Fraud controls would be provided

by Canara HSBC. Pl. confirm.

please refer info-sec pointers mentioned in the RFP

383

3) The Service provider must

have mandatory Cloud

Infrastructure with data centers

within India with ‘high availability".

Is this w.r.t the service provider or the OEM/Cloud

provider for cloud hosting - as this clause is mentioned

under service providers eligibility criteria

Refers to the cloud provider. Suggested solution should follow

the security requirements in case of cloud.

384

Service provider must have built-

in centralized access-logs at

individual level as well as at

application-resources level for

security compliance purposes.

More clarity required. Is this required at an organization

level?

User activity logging for compliance and auditing.

385

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.

Suggestion from bidder - "The Service provider must

have experience of satisfactorily providing all or set of

processes mentioned in Scope of services (Annexure A)

with at-least 5 BFSI companies for an year and above

Globally.

this is as per RFP floated

386

Suggestion from bidder - "The Service provider should

have an average annual turnover of INR 500 Crores and

positive net-worth for the last three financial years

(2015-16, 2016-17, FY 2017-18) with at least 10 years of

Operations in India as on bid submission date."

this is as per RFP floated

387

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

Kindly clarify this clause. Penalty clause needs to be

redefined/ mutually discussed and agreed upon at the

time of SoW.

This should cover in the agreement

388













Management Solution

1) We understand that complete implementation of new

CRM solution will be done within 2 months from the date

of signing of contract.This means expected timelines to

deliver the new CRM solution will be 2 months.Please

clarify.

2) Is Canara HSBC flexible towards SI recommendation

on feasible timelines? Whether there will be any

deviations in the timelines considering the physical

delivery of hardware and other operational parameters ?


the RFP

389

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.

Kindly share the list of internal and external applications

for integration

Application architecture will be shared separately

390

Warranty, AMC and Technical

Support for the new solution for a

period of three years, 24*7, 365

days a year

Technical assistance over call

24*7*365 / remote assistance.

1) 24*7 support - Is 24*7 support required only over call

or would there requirement for dedicated support during

Canara HSBC business working hours

2) Please let us know Peak Hours and the lean hours in

the context of CRM

Suggest whatever is the best techno commercial model to meet

the optimal service/SLAs

391

12 Months warranty of the new

designed unified CRM solution

post implementation. Kindly reduce the Warranty period to 3 months

no, it will be for 1 year only

392

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).

Please share the post implementation support duration.

1 year

393









It is understood that warranty and ATS support is for the

hardware and platform software licenses provided for

onsite deployment only. Please confirm.

Yes, but warranty on software applicable irrespective of the

deployment model.

394









Does the bidder need to consider 3 years ATS including

upgrade for the CRM software also?

Yes

395




Data to the new

solution.

1) Please provide the details of all existing applications

with which CRM solution needs to be integrated? Please

include details of all the interfaces in the 'Interfaces' tab

in this same excel. Also include the missing interfaces

other than mentioned some found from the RFP.

chart is attached

396

2) What are the technology stack/underlying products

that host your s Policy Admin System,Quotation

System,Underwriting System etc?

AIX/CICS/Cobol based - Policy Admin

AS/400 based - Grou Asia

All satellite systems - JEE applications/Portal Based

397

3)Which email server and client are you using currently?

Do you need a email client integration with CRM?

For e.g. auto convert emails into cases etc. or perform

CRM functionalities on the email client, like MS Outlook

client for CRM

Domino, Lotus notes client. Integration with Notes required.

398 4) If Microsoft exchange, is it on-premise or online? Not used

399

5) What is the existing Document Management System

(DMS) currently used? What kind of interace does it

expose?

FileNet, System provides API for connectivity. However needs to

be developed.

400




Data to the new

solution.

1) Please provide the entities, tables and number or

volume of records to be migrated into CRM (and if it is

one time or incremental daily migration)

2) Which all are the systems from which data has to be

migrated in CRM system (SQL DB, files etc)


401

Data Migration Will the cleansed data be provided in the form of excel

sheets to migrate data from source system?

( Excel sheets will be templates from CRM systems for

every table.)

No data will be provided. Migration to be done as a part of the

engagement

402

Data Migration Will existing customer management system if any,

continue to co-exist for some time once CRM goes live

or will be phased out immediately? Depends on migration strategy

403

should work with leading MDMs. Pls mention if Canara HSBC has already selected any

MDM solution or has a preference towards any solutionyes. Mobile Iron

404

Should be cloud compatible. On-

premise option should also be

available.

1) What is your preference for the proposed CRM

solution's deployment model-on-premise or cloud based

solution ? Pl. share parameters on which cloud option

can be qualified.

2) Do you want to adopt on premise CRM first and then

transition to the cloud hosted model? Or you are open to

start with cloud version itself?

No preference. However security/integration concerns need to

be addressed

405

Should be cloud compatible. On-

premise option should also be

available

Is Canara HSBC looking for both on-premise and cloud

based solution to be proposed as part of the response or

any one proposal either on cloud or on prem is

acceptable whichever we feel best for your

requirements. Also we understand that Canara HSBC is

ok to go with cloud. Kindly confirm

Yes. same as above

406

General- user count, volume Please elaborate the requirement in terms of

1) no. of CRM users, types /functions/roles of users,

organization hierarchy, number of users specific to

sales, service and marketing modules

2) no. of concurrent users

3)no. of mobile app users

4)no. of Social CRM users and concurrent user’s year on

year?

5)no. of business units and sales territories would be

setup in CRM system

6) No. of users to be trained/batches of how many users

7) What are the type of CRM licenses being consumed

currently (For e.g. 10 Full CALs, 50 Limited CALs etc.)

8)How many call centers exist?

9)total no of branches and agents

10)Reporting -Number of reports expected and details of

the same

11)What is the expected growth in the data volumes in

next 3-5 years?

12)What is the current rate of transactions /per second

and what is the expected increase in the same in next 3-

5 years?

13)What is the inflow of cases ? For e.g. 200 per day

etc.? And what is the overall number of

cases/complaints till date?

2) Please refer to the Hardware sizing sheet


4) None

7) None. The current systems that serve the CRM needs are

portal based and follow a different licensing model [PVU based]


12) Please refer to the Hardware sizing sheet and Migration

guide for growth % and approx. current volumes.

for rest of the queries, please refer hardware sizing queries

sheet

407

Ability to increase the

licenses/extending hours of

operations etc. with all above

defined scope to cater the

business volume.

Please share last 3 years business / transaction volume

trend ?

What is the YOY predicted increase/decrease for next

three years ?

Refer sheet 2, rest of the info will be provided during

engagement

408

Third party integration

configuration and trouble

shooting

Please specify 3rd party in consideration. Please

elaborate more on this. Bidder resposibility for end to end delivery

409

The SI partner should undertake

a study period, not exceeding a

period 1month to conduct

preliminary user interviews study

the IT system and landscape

Assuming this requirement gathering period is post

signing of contract. Is Canara HSBC flexible towards SI

recommendation on feasible timelines?

Also Pl. clariffy that this study period of 1 month is in

addition to 2 months implementation period of new CRM

solution that means total engagement for implmentation

is 3 months and followed by 10 months warranty support

and then 2 years application support. Pl. confirm.

1) Implementation timelines to be met as per the RFP, however

case to case specific can be considerd

2) Implementation is excluding transition period/planning and

hence its correct 1 month ( transition and study ) + 2 months

implentation + 1 year warranty + 2 years AMC

410

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.

1) What is the max concurrent Vusers to be performance

tested for. Kindly share module wise details

2) What are the types of security testing in scope

To be in line with the sizing questionaire for Prod.

411

Lead Management : Integration

with the current Sales force

management system

We understand that this Sales force management

system is same as ACT which is existing Lead

Management System.Please clarify.

Integration of existing LMS and new LMS capabilities in the

solution proposed

412

Sales Funnel management (Lead

to closure)

Please specify which all functionalities being catered

currently within existing Lead Management system like

Lead Capture , Lead Allocation , Lead Qualification

,Lead Fulfillment etc.

Will the existing Lead management system remain and

the expectation is to integrate it with CRM or do we need

to keep Lead management system in CRM scope

Also ,once the new CRM will be in place which all

functionalities with respect to lead will be catered

through it and which all functionalities will continue to be

there in existing Lead Management system.Please

specify.

Functionalities that are required are - Lead capture, Lead

allocation, Lead filteration, manual upload, disposition wise

segregation, download of data, status of the lead,

prioritization/de-prioritization. Flow of leads

413

Contest Management basis

business needs

Please elaborate more on this requirement. user or teams can arrange for rule based contests with CRM and

the performance can be tracked

414

Sales Analytics ( Dashboards &

reports)

Please provide details on how many total number of sale

reports and dashboards should be considered with their

complexity.the same will be available during SOW discussion

415

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.

Please specify the details to be shown as part of

Customer 360 Degree view in CRM.

Also list all the systems from which all these customer

related details will be brought into CRM?architecture is attached

416

Customer Service & Customer

Support Analytics

Please provide details on how many total number of

service reports and dashboards should be considered

with their complexity.the same will be available during SOW discussion

417





touch points)

Which are the channels we may consider through which

service requests/complaints/queries will be captured in

CRM solution.Please mention. via ps workflow, customer portal ,app, IGMS etc.

418





touch points)

Which email server and email client are used currently ?

What SMS Gateway is being used currently and what

kind of interface does it expose? We hope Email server

and SMS gateway services would be provided by Canara

HSBC. Domino, Lotus notes client. Netcore provide SMS services.

419

Historical information availability

at front end

Please specify what historical data is to be shown in

CRM and how many years of data to be bought in new

CRM solution.

Refer sheet 2 for yearly volumes, entire earlier data to be

migrated.

420

Whats app servicing and Video

Calling integration

Expert Collaboration

1) Is this requirement pertaining to WhatsApp for

Business?

If yes, has Canara HSBC subscribed to WhatsApp for

Business?

2) Is it only needed for service requirements or for

marketing campaigns too.

3) Considering that currently, whatsapp has API

limitations, does Canara HSBC wish to use it as its

collaboration tool?

4) What are the use cases to be considered for Whats

app servicing & video calling and Expert Collaboration?

CRM should have capabilities to integrate with whatsapp, require

for both servicing and marketing.once API are available

integration should be possible and if bidder can have

arrangements with whatsapp to service the company (desirable).

Yes company wants to use the same as a collaboration tool

421 Email and Chat BOT Kindly the explain the expectation from email bot

Email bot to process email content/extract context/classify the

email assign to user/take a specific action based on the context.

The email can have multiple contexts, the bot should process

accordingly.

422




system

Pls mention the CCM system which Canara HSBC is

using.Inhouse. No dedicated CCM.

423

gamification Capability Pl. provide more details for what all purposes

Gamification would be used at Canara HSBC. employs game design elements to improve user

engagement,organizational productivity,flow,learning, create a

sense of competetion.Types of rewards include points,

achievement badges or levels, the filling of a progress bar, or

providing the user with virtual currency. Making the rewards for

accomplishing tasks visible to other players or providing leader

boards are ways of encouraging players to compete , ,

424

Customer self service Portal,

Distributor App Integration,

Customer app and portal

integration

Please elaborate more on all the apps and portals

required to be integrated with new CRM solution.

Also, please specify if any other app or portal is there

which will be integrated with new CRM solution apart

from the given ones.

What functionalities being catered currently within these

apps and portals and what data elements required to be

brough and sent back from these apps and portals to

CRM.Please specify.

workflows for all the departments other then inscope functions

need to integrated with the CRM such as U/W, NB, Policy

service workflows

425




system

Please confirm the size of Call center i.e. no of agents

etc.

Is there requirement of Agent Desktop kind of application

for Contact Centre agents?

How many types of applications are to be rendered on

this agent desktop? Please list all of them.

What is the CTI and IVR system /technology being used

in the existing call center?

1) Entire calling team is more than 250 users ( customer service,

retention online etc.)

2) yes

3)only one to two after CRM implementation, currently 5-6

applications concurremt usage

4) aspect

426

Marketing Management Would a SAAS based application work as an extension

to CRM system for catering marketing automation and

campaign management capabilities?

We require one solution for all CRM needs. SAAS can ben

considered, but security / integration aspect need to be

addressed.

427

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.

Does the bidder need to supply backup management

software for the on-premise deployment ?

No

428

8. The Bidder shall be

responsible for up-gradation of

antivirus software either through

CD or through internet.

Does the bidder need to provide for the antivirus

software for the on-premise deployment also ?

No

429

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.

It is understood that this specification is for the on-

premise deployment option only. Please confirm.

Yes.

430

o. Primary Site will be hosted at


existing

Please share the location of the primary and DR site for

the on-premise deployment option.

Primary : Gurgoan, DR : Hyderabad

431

o. Primary Site will be hosted at


existing

It is understood that for on-premise deployment, the

bidder need to leverage existing DR site facility for DR

environment hosting and existing communication

network between Primary to DR datacentre for data

replication. Please confirm.

yes

432

3. All servers should have at a






cabling.

It is understood that this specification is for the on-

premise deployment option only. Please confirm.

yes

433

3. All servers should have at a






cabling.

Does the bidder need to supply the required number of

network switches also for connecting the servers ?

no

434

Support SLA's severity 1 should

be less than 2hrs

What is the required SLA for Non Crisis Tickets (

Severity 2/3/4)?

Is there any SLA for Response time as well ?

Please define severity levels [2/3/4] with respect to CRM

implementation and the generally followed industry practice [Life

Insurance].

435

Primary Site will be hosted at


existing Does this mean Canara HSBC existing data centre

yes

436

p. 20 Mbps (1:1) internet leased

line

Does the bidder need to quote for this Internet leased

line for the on-premise option ? no

437

p. 20 Mbps (1:1) internet leased

line

Does the bidder need to quote for this Internet Leased

Line for cloud based option only ?no

438

Copies of licenses/approvals

from various authorities entitling

the Service provider to conduct

the activity. Please support with

documents wherever required

Kindly specify the Canara HSBC expectation in terms of

licenses/approvals from this clause

service provider should have all licences for CRM

implementaions, work in India, data security etc.

439

Explain the current process to

manage Renewal & retention

process and strategy. Please

provide supporting documents as

well including current SLA’s is

being followed.

Kindly clarify Canara HSBC expectation on this from an

Organisation capablity perspective

this is will be shared at the time of SOW if required

440

Explain the current process for

service request management

activities being followed




441

Explain the current process of

claim process management being

followed




442

Number of break down in

services (more than 1 day)

reported during the last 3 years.

Please support with documents

wherever required



What clarity is needed?

443

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.

What does it mean of having separate quality module. Is

this related to testing of the CRM implementation. Can

you please elaborate on the requirement and

expectations?

this is required for quality monitoring of call centre agents, after

integration with CTI the CRM should have the capability to do

rule based sampling of calls to be audited

444

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.

What are the other web applications mentioned here?

architecture is attached

445

The application should be

configured to fetch / load all

customer / account and

transaction information from

different application based on

client id/contract/application

number.

What are these different applications mentioned here,

other than the ones included in 'Interfaces' tab in this

excel?

PAS/Portal systems.

446

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.

Do you mean sentiments derived from social messages?

Or up sell and cross sell opportunities suggestions from

Analytics system?

Analytics will be kept differently.

447


able to integrate with document

scanning tools to convert

documents to tickets.

Do you already have such document scanning tool? If

yes, what kind of interface does it expose?

Can you explain what do you mean by converting

documents to tickets? Is it converting to service request /

case in CRM?

No document scanning tool exists. Higher level is automation is

sought here.

448


able to integrate with document

scanning tools to convert

documents to tickets. Should also

have the feasibility to integration

with whats app, bank kiosks.

Please share detailed use case for whats app integration

here.

The proposed solution should allow sending communication

(images/ gif/ videos/ event tickets) via whats app.

449

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.

Pls clarify if Canara HSBC is planning to have a

Enterprise level DMS and CRM is only expected to

integrate with that DMS ..Provide more details on DMS.

DMS is FileNet. Does CRM have a DMS?

450

Ability to capture the Service

Request, queries & tickets

through the following channels

and track all information from

creation to closure using a

systematic process.

9. Whats app

Does this mean that the customer should be able to

raise a service request through whats app and also track

status of the service request through whats app?

If yes, has Canara HSBC subscribed to relevant whats

app services or are those services available on Whats

App for Business?

Yes. No subscription made as yet.

451

The solution must provide the

ability to reopen a case manually

or in an automated fashion within

a specified time window.

What are the current case volumes - how many cases

registered in a month? Approximate lead time to close a

case?How many are repeat cases ?How many cases

are re-opened ?

10k to 15k per month, 1200-1500 repeat

452

Campaign Management How do you manage campaigns currently ?Do you

outsource it to a vendor ? Are email/sms the only

channels for executing campaigns? How many tele

campaigns are expected to be run in a month?

approximate number of predictive models?

We manage emails and SMS campaigns internally but have

different agencies for managing various digital campaigns.

453


able to feed in data to BI tool

from which Org wide analytics

can be fetched and can drilled

down to departments/LOB

Pls mention which BI tool Canara HSBC is using. Also,

pls. specify the number of reports expected and details

of the sameCognos. Business to respond on the report count and nature of

reports.

454

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.

Pls mention the approx no. of portals with which CRM

system needs to integrate with.

architecture is attached

455

5 Enterprise Portal Integration Pl. provide details and version of IBM Mwebsphere portal

solution for integration with CRM and expectations of

integration. WPS 8.0.0.5

456

Target planning modeller should

provide ability to perform target

planning at team as well as

individual level.

Pls confirm that all Data Modeling requirements will be

handled through ODS. Need to elaborate, datamodelling requirements? If available the

same can be made use of, otherwise needs to be developed as

a part of the engagement

457

Engage with social and response

in real-time Publish Conduct

social campaigns and multiple

publishing on Facebook, Twitter,

and Google plus etc.

1) Pls mention the approximate no. of social campaigns

that would be run by Canara HSBC in a month/year.

2) Does Canara HSBC need native integration with CRM

Solution's Social Integration (cloud based application)

which integrates with both cloud and on-premise CRM or

custom features?

3) How many and which languages should be supported

in social listening?

1. 2-3 social campaigns per month

2. Yes

3. 7 languages - English, Hindi, Tamil, Kannad, Telugu,

Malayalam and Bengali

458

Miscellaneous, NLP/ML

capabilities

Pls clarify that these are not current requirements of

Canara HSBC and that these are just info required

about product capabilities which can later be

implemented, but not as part of the scope of the current

proposal

These are current requirements. Chatbots requirement

mentioned.

459




a failure.

Does the bidder need to provide zero data loss solution,

involving 3 site replication, i.e., Primary, Near Site and

DR site with RPO zero ?

Yes

460




a failure.

Does the bidder need to consider zero RPO solution for

both on-premise and cloud based options? If yes, please

share the Near site location for the on-premise

deployment.

RPO/RTO specified

461

The Vendor should share the

VA/PT reports Whether VAPT will be done 3rd party or bidderVAPT to be done by the bidder from a certified 3rd party vendor.

462

DLP(Data leak prevention)

implemented for the users and

admins having access to

application

It is understood that this specification is for the cloud

deployment option only, and not for the on-premise

deployment, where the existing DLP solution will be

leveraged. Please confirm.

yes

463


details of External Router,

Internal Router, External Switch,

External Firewall, Internal Firewall

and Web application Firewall

along with security testing reports


deployment option only. Please confirm.

yes

464

Service Provider shall ensure that

DDoS related controls are in

place



yes

465

Service provider shall ensure IPS

placed to protect the server from

external threats



yes

466





poisoning, etc.)



yes

467





poisoning, etc.)

Does the biddder need to consider dedicated SOC

service for the cloud deployed option or can leverage

their shared SOC service?

Shared SOC service is fine

468


RTO / RPO values(Both PR and

DR Location) w.r.t application



Yes

469

Net TCO for 3 years including

Hardware(on-premises only),

software upgradation, security

upgrades, Implementation,

configuration, system studies

Does the 3 year period include Implementation period as

well or is it only warranty and support. On Page 14 - 3

yrs period is mentioned for warranty, AMC and Technical

Support, whereas in commercial it includes

implementation period as well. Kindly clarify

1 year warrenty post implementation with 2 years AMC, every

year renewal rights reserved with company

470

General Is Canara HSBC open to Cloud data centre hosted

outside IndiaNo

471

General Can bidder propose any delivery model i.e. Offshore,

Onsite or Hybrid model Yes

472

General Which is your primary customer data repository? Is it

your PAS or does the customer data reside in multiple

applications? Do we have any Data warehouse storing

all masters currently, pl. provide details.

PAS

473

General Are you looking for multi lingual and multi location

deployment of CRM application? We are considering the

scope as India Geography only. Pl. confirm. No

474

General Do you have any existing middleware product/platform in

place already which can be leveraged for this

implementation?No

475

General Cleansing and formatting of data should be done by

Canara HSBC data migration team. Bidder will provide

templates for providing data by Canara HSBC team and

will work with Canara HSBC for successful data

migration. Please confirm if our understanding is correct.

No, in scope

476

General Pl provide details of current AD system for configuring

SSO for users. What details?

477

Mobility Pl. share more details on Offline mobile client

requirements and how much users would be using offline

capability and for what purpose.

Any other mobile devices other than andriod and iOS ?

Which MDM systems you are considering ?

Do you want reports also to be available through mobile

CRM.

attached in sheet 2

478

General We assume only English is only and default language in

CRM deployment? Please confirm.Yes

479

General Are we using any territory management currently for

sales and agents teams. Pl. confirm.

No, Persona mapping done at different level during digital

campaigns

480

Sales Module What is your current process of Lead to customer

conversion lifecycle what is the expectation from the

CRM system.

Typically the process is like,

Lead -> Need Analysis -> Product Recommendation ->

Covert to Opportunity -> Quote -> Policy Creation

Lead Generation -> Premium -> Quote generation/BI ->

Payment -> Proposal form filling -> Document upload ->

issuance

481

Customer Service Is a single 360 degree view of customer to be shown in

CRM?

If yes, what are the data sources for providing customer

data?

Is there a ODS in place which has the information from

all source databases?

No, it is a requirement in the new system.

482

Customer Service Will the policy details of customers be pulled in CRM in

batch or you want all policy details fetched real time in

CRM or some details in batch and some key details real

time? Please confirm.

Depends on the use case, preferable real time, but a decision to

be taken on a cas to case basis

483

Customer Service Is there any chat system application?

Is it a custom developed application or a third party

product?

If third party, please specify the name.

If there is no chat system already, are you looking for

any chat application for customers and CRM users?

Yes, custom developed. It is expected that the CRM have chat

facility available.

484

Customer Service What is the process of case resolution?

Are there multiple stages to go through to resolve a

case?

Do different types of cases go via different resolution

process, please provide details on the case types.

Please explain your requirement for escalation

management

call handling and documentation, tracking via ticket number.

Ageing and calculations embedded in the systsm

485

Customer Service Do you need feedback mechanism through survey

process to capture feedback from customers (internal

and external) in order to measure the customer

satisfaction index?

Integration with current CSAT methedology and capability of

proposed CRM expected

486

Contact Centre Do different call center's have different telephony

systems?

Is called routed to the agent's machine?

Is a softphone used?

No, aspect is the only solution 2) Calls hits on IVR from where if

customer opt a transfer to agents then via service it get

transferred to agent 3) Hardphones in citrix enviroment

487

Analytics Do you need any predictive analytics? If yes, please

mention the approximate number of predictive models

Is there any existing reporting or analytics system? Or

we have to propose an analytics system?

None

488

NFRs Non functional requirements of CRM system -Response

time, availability etc. .are needed to arrive at hardware

sizing. Software licensing will depend on the same attached in sheet 2

489

Provide performance benchmarks

for similar functions required in

company for Solution scalability

Pls specify what is expected here. Has Performance

Testing been carried out on Existing aplication. Can we

have the Performance Benchmark Report for current

application

We don t have a full fledged CRM. The ask here is to provide a

benchmark based on prior implementation experience, for

CHOICe to to capacity planning. However it is expected that the

bidder also basis the given volumes provide the H/W sizing.

490

Production move activities - Load

Testing

What would tentatively be the frequency of movement in

production.

Is Load testing expecting every time prior to production

movement

Load testing required after a major release.

491

General - Performance Load

Testing

1) We assume only load testing needs to be done in

Performance testing. Kindly confirm

2) Is it expected to do load testing also for CRM

functionality on Mobile Interface

Yes

492


Testing

IS Backend Performance Testing also in Scope .. With

respect to Batch Jobs, Specific webservices/API's etc.

How many Batch jobs exist in currrent application

Customizations/Delivered functionality in scope for performance

testing.

493


Testing

1)Are there any set of PT tools available with Canara

HSBC that can be leveraged

2) Is Canara HSBC Open for Licensed tool for Load

testing

3) Is Canara HSBC open to have Performance Testing

as service enabled over cloud as per required frequency

. Will HSBC give required approvals for connectivity to

be estbalished then for application access

1) No

2) May not invest on the tool.

3) Yes

494

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.




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.

yes

495 3.6 Sub Contracting 3.6 Sub Contracting Bidder can not outsource complete activity to third party.

496






there shall be no sub-contracting

done by the Bidder.




shall be no sub-contracting done by the Bidder.

yes

497

Uptime - 99.5 per cent

Uptime - 99.5 per cent: The time lost due to any of the

following reasons shall be taken into account while

calculating the availability/ uptime requirement: (a) Time

lost due to power or environmental failures; (b) Time

taken to recover the system because of power or

environmental failures; (c) Time lost due to damage or

malfunction in the system or any units thereof due to

causes attributable to Company such as attachment of

additional devices, making alteration to the system,

maintenance of the system, etc. without Bidder’ consent

and/ or failure to maintain the site as required by the

Bidder; (d) Time taken for scheduled maintenance/

troubleshooting either for preventive purposes or

improvement in function or other purposes; (e) Time

taken for reconfiguration or other planned downtime

situations; (f) Scheduled shutdowns as required by

Company (Bidder may also request Company for a

shutdown for maintenance purpose, which request will

not be denied unreasonably by Company); (g) Time

taken for booting the system (h) Time lost due to

unavailability of links.

ok. The concerns raised here are more for an on-prem

installation. What about cloud deployment?

498

Bidders are requested to share

the draft of agreement along

with RFP response

Yes, Bidder should share the draft agreement

499

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.

Information disclosed orally shall also be considered

Confidential Information provided such Information’s is

confirmed in writing by Disclosing Party within fifteen

days of such oral disclosure irrespective of whether such

information is stated as such by the Discloser at the time

of disclosure.

No change from RFP

500

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.

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.

No change from RFP

501

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.

Term : The Agreement shall be for a period of __ years

from the Effective Date hereof. The obligations of the

Recipient under this Agreement shall survive for a period

of two (2) years after such disclosureuntil 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.

No change from RFP

502

POC : Cover case study of CRM

with use cases both at business

and technology level What is the use case identified for the POC Will be shared during the study phase

503






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.

Iis it acceptable if IBM takes complete ownership of the

implementation. IBM can work closely with Product

Vendor team to deply the solution. (IBM does not own a

CRM product) Yes

504




Data to the new solution.

What is the volume of existing data and what

applications od they sit in

Approx 800 GB of business data spread across primarily PAS

[Ingenium/Group Asia] and Portal applications

505




Data to the new solution. is there a list of Internal and external applications Pls refer to the application lanscape for details

506













Management Solution

Please elaborate/clarify. This reads like Canara HSBC is

expecting a go-live at the end of two months of contract

signing? Pls provide indicative timelines basis requirements provided in the RFP

507

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

Is this part of the two month project plan?..or can this be

treated as a separte contract? (how are we managing

procurement lead times)

other then transition everything is within 2 months only, in case of any

deviation please update the deviation sheet accordingly

508

There are around 5 systems.

Total number of users of all the

internal applications is 300. What are these 5 systems yes

509

TDD and agile methodology to be

followed. On a two month project? Pls provide indicative timelines basis requirements provided in the RFP

510

Design should take cognizance of

the on-going initiative like EDW

etc. what are the ongoin initiatives EDW implementation in progress

511

Integration/Redevelopment/Re-

architecting of the current Lead

Management System ACT( Lead

Management System)

what is ACT going to be used . Are the existing CRMs

going to co-exisit? Lead Mgmt system, plan is to be demise the existing CRMs

512

Seamless integration of various

internal applications or

redevelopment as per the ECM

product solution proposed. Please elaborate/clarify.

integration with all applications such as NB flow, Under writing, policy

service workflow etc.

513

The SI partner should undertake

a study period, not exceeding a

period 1month to conduct

preliminary user interviews study

the IT system and landscape. What does this mean in in the context of Query no.5 The study phase is in addition to the implementation period.

514

Lead Management : Integration

with the current Sales force

management system

What is currently being used ? and why is it not being

replaced? Custom built app called ACT

515 ATS Integration

Is it Applicant Tracking software?…if not what is ATS

and what is it being used here for? Yes ATS is Application tracking system.

516

Have a tool that can be rolled out

globally in a resource efficient

way What countries are we targetting India

517

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 what is the Integration bus being used None

518 Dialer Integration Which Dialer is being currently used Aspect

519

What is the DMS .CMS being

used What is the DMS being used FileNet. No CMS being used currently.

520

What are the non-functional

requriementsneed clarity from bidder

521

Hardware sizing . Do we provide

for both on-prem and cloud as

different options or look at Cloud

later on (portability to cloud to be

considered) Yes

Hardware Sizing Queries

SN Perticulars for sizing Y1 (Current Year) Y2 Y3

1 Total Number of named Users 300

2 Number of concurrent users 50% of total users

3 Number of Mobile Users 10-15% of total users

4 Number of Concurrent Mobile Users 50% of total mobile users

5 Number of Leads 5.5 Lacs

6 Number of Activities per lead (meetings/ calls/ emails) 8/5/5

7 Total no. of Individual customers 4 lacs (active)

8 Total no. of Corporate customers NA

CRMNEXT

10 Number of Cases Servicing ( 1.7 lacs), 5.3 lacs calls on IVR, 35% transfers to agent

11 Number of Activities (meetings/ calls/ emails) per Case

5-6 calls/10 emails/30-40 sms per year ( triggered via users) auto-

mated will be handled via CCM with approx 40 lacs of annual numbers

( SMS & Emails)

12 Number of Campaign Based on business requirenment and will be discussed at a later stage

13 Number of Offers per Customer Based on business requirenment and will be discussed at a later stage

14 Number of Product Holdings per customer 1 on an average, 10-15% of customers have more then 1 product

15 Number of Branches 28

16 What is the internet connectivity in Branches ?Branches have internet connectivity through DC. The MPLS bandwidth

aprrox is 2 Mbps.

1Please clarify sizing has to be considered for how many years?

Typical values 3 yrs or 5 yrs

2Do you require DR with 50% or 100% capacity of Production?

3Does the production environment require high availability

(HA)?

4Please share Purging policy percentage for volume data at the

end of each year

5Is DMZ required? (If system is to be accessed over internet as

well)

6CRMNEXT supports both MS SQL and Oracle .Please mention

your preferred database (oracle/ MS Sql)

7

We understand that Vendor has to submit the hardware &

Database requirements only. The procurement, maintenance,

Backup, DR, monitoring, will be done by customer.

8 Is there any Data and Document Migration envisaged?

9

Data Migration part of the scope? What would be the

approximate volume of Data that needs to be migrated as

part of CRM Implementation

(Lead/Customer/Case/Offer/Campaign volumes)

10Number of Documents Per Customer, Per Lead, Per Case?

11 Average size of per Document to be considered?

SN Environments Required Yes/No

1 Production Yes

2 Pre-Production Yes

3 DR Yes

4 Near DR No

5 UAT Yes

6 SIT Yes

7 Reporting Server (Optional) -

8 Development (Optional) Yes

9 Training (Optional) -

Migration Guide

3 yrs

50% as of now

Yes

8-9 Lac Leads

8 documents/case

2-3Mb

yes

No purging happens, CRM will showcase all relationship with the customer ( active or inactive)

Yes is Internet facing. However in the case of an on-premise implementation, the existing Network topology would be

applicable.

DB2 is the preferred DB. However between MSSQL and Oracle, MSSQL.

Yes

Systems in scope for Migration Details mentioned in below table

Data Volume 200 GB Approx

System that would be decommissioned The above, in data migration scope

Database DB2

Number of tables 200 approx

Migration plan One time

Note

The above table count and volumes are indicative, an accurate

number should be derived during the study phase.

Customer service & Customer retention Description

CIMS

Inbound and Query management system to document customer

queries

PMS Outbound Management system

INGENIUM Core Policy Administration system for retain business

Aspect Contact centre dialer

FEP & ATS Front End Portal

FileNet Repository of all documents

Cognos Reporting application

Group asia Core Policy Administration system for group business

ACT Sales required application

Lotus Notes Email for users managed currently through lotus notes software

Online sales

Ingenium

Cognos

Filenet

Lotus notes

Aspect

FEP + ATS

Claims

Claims workflow

Ingenium

Filenet

Cognos

FEP - PS workflow ( only view )

ATS ( Only view)

Marketing

Corporate module - For pdf upload

YoY

Growth %

Comment

s, if any

31%

~31%

Growth y-o-

y

40-50%

CRMNEXT

10-15%

3 yrs

50% as of now

Yes

8-9 Lac Leads

8 documents/case

2-3Mb

yes

No purging happens, CRM will showcase all relationship with the customer ( active or inactive)

Yes is Internet facing. However in the case of an on-premise implementation, the existing Network topology would be

applicable.

DB2 is the preferred DB. However between MSSQL and Oracle, MSSQL.

Yes