ICT Project Management Report: TOSIG CRM System Upgrade

This project report details the upgrade of a customer relationship management (CRM) system for the Tier One Suppliers Insurance Group (TOSIG). The project aims to enhance customer service and sales by implementing a new CRM system. The report covers the project's scope, which includes developing and maintaining long-term customer relationships, defining project goals, and outlining deliverables such as a project charter, milestone schedule, and risk management plan. The business case highlights the need for a CRM system to address inefficiencies in data entry and reporting, ultimately reducing overhead costs and improving customer satisfaction. The report includes a milestone schedule with acceptance criteria, a risk assessment, and a stakeholder list, along with conclusions emphasizing the strategic advantages and benefits of the CRM system, such as improved customer service, increased sales, and better communication. The report also includes the project's assumptions, constraints, and a bibliography of relevant project management resources.

Running head: ICT PROJECT MANAGEMENT
ICT Project Management
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Table of Contents
1.0 Title of the project.....................................................................................................................2
2.0 Scope overview..........................................................................................................................2
3.0 Business case.............................................................................................................................3
4.0 Background................................................................................................................................4
5.0 Milestone schedule with acceptance criteria.............................................................................5
6.0 Risks, assumptions and constraints............................................................................................6
7.0 Stakeholder list..........................................................................................................................8
8.0 Conclusion.................................................................................................................................9
Bibliography..................................................................................................................................11

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1.0 Title of the project
Upgrade of customer relationship system in Tier One Suppliers Insurance Group
2.0 Scope overview
The Tier One Suppliers Insurance Group (TOSIG) planned to upgrade of information
systems with new customer relationship system. The scope of this system is development as well
as maintenance of long term relationships into significant markets. The scope of the system is
defined as per constitutes, how long term value is created for as well as with them along with the
benefits of doing consequently. The project goal is implementation of customer relationship
management to increase in value due to sales from the satisfied customers. The deliverables of
the project is project charter, milestone schedule report, and project progress report and risk
management plan. The features of the system are that creating of business value for customer as
well as organization for longer term.
The upgrade of customer relationship system manages and coordinates to ensure that
value propositions are being created, interacted as well as delivered to the customers. The
functions are capturing of information about the potential customers. The system can track the
customer’s requirements and its purchasing behavior. The system includes of information which
helps with the customer services. The system provides access to the customer’s purchase as well
as service contract data in addition to information of product. The project tasks are planning,
scheduling, budgeting, determining of project resources, and implementation of the customer
relationship system in the business operations of TOSIG. The time required to complete the

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project plan is 2 months with a budget of $10000. The project manager plays a key significant
role into the project plan.
3.0 Business case
Tier One Suppliers Insurance Group (TOSIG) offers of insurance to the tier one suppliers
for improvement into buildings, fencing, storage silos, and machinery as well as stock yards. It
offers of insurance for the crops. The organizational strategy of TOSIG is maintaining of existing
customers and increasing number of insurance products provided to the clients. The organization
is facing problems that there are missing opportunities to sell of insurance as the agents have no
ability to receive of reports into the field. Due to traditional information system, the agents take
time to enter information into the system from site visit forms. The management level of TOSIG
planned to upgrade of information systems such as new customer relationship system (CRM).
The agents are issued with tablets where the customer number is entered and the form is
prepopulated by means of client as well as policy information. The proposed customer
relationship system helps to reduce amount of time agents are spending to enter the data. It will
issue with the laptops and Smartphone to integrate with TOSIG systems that will move to the
cloud. The goal of this information system is to reduce overhead costs.
CRM is such a system that is aimed to improve relationship with the existing customers
and finding the perspective of the customers. This proposed system helps to collect as well as
organize of the customer’s information. Implementation of the CRM strategies provides
advantage to the business ventures of TOSIG. The benefits that the organization is hoped to
achieve by upgrade of CRM are obtaining of better level of customer satisfaction. By this
strategy, the organization is dealt with marketing as well as selling of the products to the

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customers in proper way. It helps to improve understanding of the issues and help to increase
loyalty of customers. CRM strategy increases revenue of the organization by ensuring that
product promotion reaches at different levels. CRM strategy helps to build up better
communication into the company. It increases profitability of the company and enables better
services to the customers. CRM is able to understand requirements of customers along with their
behaviour. The proposed system will optimize the marketing resources effectively. As the system
helps to consume time of the agents, therefore it makes profit into customer groups.
The rationale of the proposed customer relationship system is that the system helps to
build of better relationship with the customers. It creates of loyalty as well as customer retention.
As the loyalty of customer, revenue is of good quality, and then it affects the company’s revenue
with management strategy of CRM to increase profit for TOSIG. The system also increases of
team collaboration those manage the implementation of the system where the management team
has good idea to learn. The proposed system reduces the overhead cost where the agents are able
to schedule the meetings. The clients are able to better resolve of their client’s concerns. The
system provides of database that each of the employees can access to keep separate spreadsheet
as well as contact database into the computer. The project team members word hard to complete
the project plan within scheduled time as well as budget.
The agents of TOSIG are resistant with the cloud based system such that it aware to
enable TOSIG for tracking of movements. The total budget of the project plan is $10000 to
investigate of the new system. The proposed system is consisted of historical view as well as
analysis of the acquired customers. It helps to reduce searching of the customers along with
overseeing of the customer requirements and increasing the business profitability.

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4.0 Background
TOSIG evaluates and selects of customer relationship management system solutions for
their business operations. The company is offering of insurance to the tier one suppliers for
crops. The organization is maintained of existing customers in addition to increased number of
insurance products offered to the clients. The company grows the business by raising the sales of
insurance products which are offered to the clients. The current process of TOSIG is consisted of
entering the information and details of insured into the form. The agent discusses with the
insured about the changes into polices and insurance products. The agent then re-enters
information into the organizational system as well as receivers of report on property. The
company does not have ability to receive of report into the field. The agents are spending more
time to the office for entering of information into the system from the site visit forms. CRM
system is not an application of technology but it is also a strategy to learn needs of customers and
their behaviour for development of stronger relationship with the organization. It ensures that the
customers are served with best possible way as well as the business can achieve of customer’s
value.
5.0 Milestone schedule with acceptance criteria
Milestone Date Who judges Acceptance
Identify the problems and
opportunities of TOSIG
3-10-2018 Project Manager and
Agents of TOSIG
Inspection of business
operations of TOSIG
Form the project team 3-22-2018 Project Manager Approval
Define the requirement of
customer relationship
4-3-2018 Project Manager and
Business Analyst
Inspection and verification
of current information

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management system in TOSIG system
Considering of existing system
and its standards
4-15-2018 Project Manager Customer approval
Identify the project
stakeholders
4-26-2018 Project Manager Hire the stakeholders based
on project requirements
Selection of right vendor 4-30-2018 Project Manager Approval from the side of
project manager
Estimation of implementation
and operational cost of CRM
system
5-2-2018 Project Manager and
System Developer
Approval from the
customer side
Creating an implementation
plan
5-5-2018 System Developer Customer approval
Understanding and managing
of project risks
5-7-2018 Risk Manager Risk assessment
Execution of proposed system 5-10-2018 Installation and client Commissioned
6.0 Risks, assumptions and constraints
Risk Severity
of risk
Risk mitigation plan Risk Owner
Issue of transferring of data
from current system due to
errors will transfer over
Major The structure of new system will
allow small deviations from the
expected values but the data are
Project Manager

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cleaned up previous to final
changeover.
Risk of user assistance as
there are little input from the
end users of system.
Moderate The users will be trained in use of the
CRM system and provided
opportunity for personal feedback.
System
Developer
Risk involves with reliability
of CRM system as testing is
done by the users throughout
the trail period.
Moderate There should be in-house
development of proposed system
allows faster response times.
Project Manager
and System
Developer
Personnel risk involved with
the system developers as
documentation of the system
is inadequate.
Minor The system codes are documented
which allow the users to interpret
with various functions.
Project Manager
Assumption and Constraints:
Following are the assumptions which are taken into consideration while preparing the
project plan such as:
 The TOSIG employees are willing to change the business operations for taking advantage
of the functionality which are offered by the new customer relationship management
system.
 The management will make sure that the project team is available as required to complete
the project activities.

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 The project manager and employees will participate into timely project execution plan.
 The project team will adhere towards the communicational plan.
 There are failure to identify the changes into time specified in the timeline will result into
project delays.
 All the project participants should abide to the guidelines identified into the project plan.
 The project plan will change as new information as well as issues are being revealed.
The project constraints are that there are limited funding sources with no contingency plan.
There are inconsistent of availability of the resources.
7.0 Stakeholder list
The list of stakeholders into the project plan is:
Stakeholder Responsibilities Priority
Internal Stakeholders
Project Manager  Manage the project as per project plan
 Supervises consultants
 Manage the budget and schedule
High
Project Team  Understand requirements of users
 Communicate the project goals and progress to
other members
 Provide recommendations
Medium
Business Analyst  Assist with the business case
 Planning and monitoring
High

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 Understand requirements of business
 Elaborate the project details to the team
members
External Stakeholders
System Developer  Discuss the requirements of client
 Writing of system documentation
 User training as well as support
 Respond to the feedback
Medium
Risk Manager  Identify and assess the project risks
 Mitigate the risks
 Conduct risk assessment
Low
8.0 Conclusion
It is concluded that the proposed CRM system will improve the customer services and
gain of customer experiences. The proposed system provides the business with strategic
advantages. The system allows the agents to understand needs of the customers along with
transactional files. The proposed system is useful to identify the potential customers and kept
track of the profiles into the existing clients. Growing business of TOSIG utilizes the CRM
system which encounters higher number of accessible customers. The proposed CRM system
helps to close faster deals by facilitation of quicker as well as efficient responses to the customer
requirements. The system enhances effective cross as well as up selling of the products. The
system facilitates of better along with effective communicational channels. The main aim of this

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report is to better understand the customers. The system is to be connected with the external data
sources include of accounting systems. There is an opportunity to help the sales individuals
connect with the prospects at particular time. The proposed system fosters the team culture along
with improves communication as the individuals are shared of information, collaborate as well as
gain of better understanding of the business areas in the organization.