Proposal for CRM Development Services

Prepared by: Alan Ranciato TechWhale Solutions, Inc. 20547 Old Cutler Rd. Ste. 207 Miami, Florida 33189 (305) 428-2851 [email protected] Monday, October 9th, 2006

All information contained herein is private and confidential. Distribution of this document is prohibited. Copyright 2006 TechWhale Solutions, Inc All Rights Reserved

TechWhale Solutions, Inc 10/8/2006

Table of Contents
1. Project Definition.......................................................................................3 2. Scope of Effort ..........................................................................................4 2.1 Project Requirements ..........................................................................4 2.2 Phase 1 Discovery & Requirements Gathering ......................................6 2.3 Phase 2 Technical Requirements ........................................................6 2.4 Phase 3 Development .......................................................................6 2.5 Phase 4 Testing / Implementation ......................................................6 3. Estimate of Work Effort ..............................................................................8 4. Technical Specifications..............................................................................9 5. Schedule of Fees ..................................................................................... 10 6. About TechWhale Solutions.......................................................................11 7. Acceptance ............................................................................................. 12

Confidential

Page 2 Copyright 2006 TechWhale Solutions, Inc

10/8/2006

TechWhale Solutions, Inc 10/8/2006

1. Project Definition
Based upon conversations between Alan Ranciato of TechWhale Solutions, Inc. (TechWhale) and parties representing Alliance Inspection Management (AiM), we understand that you may contract TechWhales services to build a customized Customer Relationship Management application. The goal of this project is to customize an industry leading call tracking and appointment scheduling customer relationship management (CRM) system for AiM. This CRM application will be tailored for superior call handling and appointment efficiency in multiple automotive industries. This proposal includes details of the initial phases of this project and outlines a highlevel understanding of the latter phases. Specifically, we have included within this proposal: Scope of Effort Estimate of Work Effort Technical Specifications Schedule of Fees TechWhale Background

Confidential

Page 3 Copyright 2006 TechWhale Solutions, Inc

10/8/2006

TechWhale Solutions, Inc 10/8/2006

2. Scope of Effort
This project will be executed in multiple phases in order to properly estimate the effort required. The description and deliverables for each phase are provided below.

2.1

Project Requirements

TechWhale will build a customized customer and call tracking management system for AiM based on the following features and requirements. As this system will be built specifically for AiM, there will be no additional licensing or maintenance costs associated with the system.
Data import / load Ability to load lessee portfolio data from different sources via web services General Search capability for existing lessee, calls, appointments, and notes fields Add and edit lessee, call, and appointment fields from a single screen Ability to view all call and appointment notes from a single screen Ability to link calls to lessee, appointments, and inspections Ability to handle scripting specific to client System must be compatible across multiple call centers (web-based) Application should support multiple revenue types (manufacturers) Lessees Add new lessee account information if not previously loaded Edit lessee specific data (including e-mail) Add and edit lessee, call, and appointment fields from a single screen Call tracking Reportable notes history available for individual calls events Ability to view all activities for a specific call from a single screen Track call statuses and results both inbound and outbound Link from call screen to view condition reports related to lessee from call screen Log all call activity both inbound and outbound (e.g. Promise, promise broken) Maintain call log history Inspections Handle multiple inspection types (home, dealer, dit, etc) and associate them with inspector skill levels Ability to track and quickly access who performed the previous inspection Add and update inspector notes View inspection history for lessee from any part of the application Appointments Handle ranking of potential appointments for various inspection types Add new appointments where existing lessee account information does not exist Add new appointment for existing lessee Edit existing appointment data Classify different types of appointments e.g. Re-inspection, disputes, repair Ability to select various cancel reasons

Confidential

Page 4 Copyright 2006 TechWhale Solutions, Inc

10/8/2006

TechWhale Solutions, Inc 10/8/2006

Reschedule existing appointments without having to cancel the existing appointment Track appointment statuses and results Reportable notes history available for individual appointment activities Maintain appointment log history Maintain contact information specific to the appointment including primary phone number. (lessee and contact person may not be the same) Schedule appointments from multiple data sources Phone system integration Integration of auto dialer for outbound calls (making ws api available to telecom provider) Automatic calling feature to lessee on the previous day about appointment reminders calls (making ws api available to telecom provider) Automation Ability for system to automatically send e-mails for follow up (e.g. Courtesy call, system problem, etc) Automatic notification to dispatch of appointments that cannot be scheduled Reporting Ability to print, email, and export to excel reports CRM data such as new appointments, completed appointments, call back report, etc. Management reporting Drill down dashboard type presentation so users can discover what makes up the data or report being used Provide historical reports that show trends and allow comparisons between time periods Users should be able to use report filters to build their own reports and run live or export them into excel Automatically generate and publish reports at regular intervals to management, with no manual intervention Ad-Hoc reporting - http://www.izenda.com/ Setup and customization requirements Ability to define roles, access, and permissions of users, for example, departmental hierarchy Ability for system administrators to change all field labels to reflect client needs Ability to segment data into different access and permission groups to restrict access Ability to add custom fields in order to import into and report on them. Interface requirements Communicate call/appointment data and statuses between CRM and service power API Request call and appointment data from CRM to aim system Call events e.g. Call date, call status, call result, call outcome Call logging e.g. In-call talk time, out-call talk time, call wait time, appointment results Pass data from aim system to CRM Inspection data to associate calls and appointments to inspections Dealer data to associate appointments with dealer locations Lessee data to associate an appointment with a lessee account Support and help E-mail notification to help desk based on problem type (e.g. User received a system error) Log all unhandled exceptions into error log with e-mail notification to help desk

Confidential

Page 5 Copyright 2006 TechWhale Solutions, Inc

10/8/2006

TechWhale Solutions, Inc 10/8/2006

2.2

Phase 1 Discovery & Requirements Gathering

Phase 1 of this project is the requirements gathering phase. This consists of determining and documenting the desired end-result functionality of the system. NOTE: To complete this phase according to schedule, we will require several meetings with AiM users and management to gather requirements and confirm the accuracy of the requirements. DELIVERABLE: Detailed business requirements document to outline all desired functionality. This will be the document used to determine the technical design requirements.

2.3

Phase 2 Technical Requirements

Phase 2 of this project consists of building the technical requirements for the development phase. Based on your acceptance of the business requirements specified in Phase 1, the technical requirements document will serve as a blueprint for the development of the project. This document will include the detailed design of the system and its architecture. DELIVERABLE: Detailed technical requirements document and project plan with estimated timeline for the development phase of the project.

2.4

Phase 3 Development

Phase 3 of this project consists of the development of the application. The effort required for this phase will be determined upon completion of Phase 2 (Technical Requirements). DELIVERABLE: Complete source code for integration. Documentation of all code and functionality.

2.5

Phase 4 Testing / Implementation

Phase 4 of this project consists of testing and implementation of the system. TechWhale will provide technical testers and will address issues arising from enduser testing. AiM will be responsible for providing dedicated end-users to test the applications functionality and verify performance. DELIVERABLE:

Confidential

Page 6 Copyright 2006 TechWhale Solutions, Inc

10/8/2006

TechWhale Solutions, Inc 10/8/2006

Acceptance and Signoff of tested product by AiM. Product implementation in production environment. Training.

Confidential

Page 7 Copyright 2006 TechWhale Solutions, Inc

10/8/2006

TechWhale Solutions, Inc 10/8/2006

3. Estimate of Work Effort

The table below lists the estimated effort required to deliver the services / products described herein. The figures below are estimates and are subject to change upon identification of any additional project requirements. As the project progresses and estimates are available for the latter phases of the project, an addendum will be added to this document to outline the additional effort needed and will require written approval by both parties. Any additional effort will be billed at the rates listed in this document. Description of Work Phase 1 Discovery & Requirements Gathering User Discussions (16) (onsite) High Level Prototype (40) Business Requirements Document (40) Review / Modification (16) RESOURCES: 1 Project MGR / Architect (100%) Phase 2 Technical Requirements Technical Requirements Document (40) Project Plan (8) RESOURCES: 1 Project MGR / Architect (100%) Phase 3 Development Complete source code Reporting (~4-8 hours per report) Integration with external systems RESOURCES: 1 Project MGR / Architect (50%) 2 Developers (100%) Phase 4 Testing / Implementation End-user testing to be provided by AiM Rework of discovered issues (50% onsite) RESOURCES: 1 Project MGR / Architect (50%) 1 Developer (100%) ~90 days 48 Hrs. Est. Effort 112 Hrs.

~30 days

TOTAL HOURS (Phase 1 & Phase 2)

160 Hrs.

Confidential

Page 8 Copyright 2006 TechWhale Solutions, Inc

10/8/2006

TechWhale Solutions, Inc 10/8/2006

4. Technical Specifications
The project will be developed according to the following technical specifications: Item Database Operating System Application Specification Oracle 10g Windows 2003 server 2.0 Framework ASP.NET VB.NET XML Webservices Crystal Reports / Izenda for Ad-hoc Service Power To be provided by phone provider To be provided by AiM To be provided by TechWhale To be provided by AiM To be provided by AiM

Reporting Scheduling Phone / PBX Integration Hosting Development Environment Testing / Staging Environment Production Environment

AiM will procure all required licenses for the hardware and software necessary to run the application (e.g. Database, Server, Reporting, Scheduling, PBX).

Confidential

Page 9 Copyright 2006 TechWhale Solutions, Inc

10/8/2006

TechWhale Solutions, Inc 10/8/2006

5. Schedule of Fees
This project will be completed on a time and materials basis, in accordance with the requirements set forth in the previous sections.

Resource Project Manager / Architect Sr. Developer Technical Writer End user documentation Training Maintenance / Support To be determined based upon AiMs requirements Travel costs to be billed directly to AiM for actual costs incurred.

Hourly Rate $125 $100 $75 $1200 / Day

TechWhale will invoice AiM directly for products and services. Invoices will be submitted upon delivery of the services for each phase. Should a phase span across multiple months, invoices will be submitted at the end of each month to account for time and materials to date. A 25% deposit of the estimated costs for each phase will be required at the start of each phase. This deposit will be applied against the final invoice of the corresponding phase. Invoices are due according to the terms set forth in the Consulting Agreement.

Confidential

Page 10 Copyright 2006 TechWhale Solutions, Inc

10/8/2006

TechWhale Solutions, Inc 10/8/2006

6. About TechWhale Solutions

Legal Company Name: Company Type: Year Founded: Founder: Address: TechWhale Solutions, Inc. Registered Florida Corporation Feb. 2004 Alan Ranciato 10+ Years IT Experience 6+ Years CRM Experience 20547 Old Cutler Rd. Suite # 207 Miami, FL 33189 (305) 428-2851 (305) 428-2851 General Information: [email protected] Support: [email protected] Sales: [email protected] 4 full time + contractors Liberty Financial (Mortgage Lending Australia) Ott-Lite Technology (Manufacturing) Trace Technology (Satellite / GPS Technology) PCMI (Insurance) Tadiran Telecom (Telecommunications) Opt Capital (Human Resource Management) Securance Consulting (Consulting Services)

Phone: Fax: Email: # of Employees: Sample Clients:

TechWhale Solutions, Inc. (TechWhale) was formed in February 2004 as a privately held S-corporation based out of Florida. The primary business function of TechWhale is to develop and deliver CRM solutions. TechWhale created BlueWhaleCRM, a web-based Customer Relationship Management solution in 2004. We specialize in delivering custom CRM solutions as well as CRM solutions based upon existing products including BlueWhaleCRM, Clarify, and Microsoft CRM. We pride ourselves in providing the highest quality products and services and therefore hire only the most qualified people. As a result, we will not outsource any development work to offshore companies. The efficiencies we gain from having our people onsite and available to our management team and our clients greatly offsets any perceived savings associated with an outsourced model. Full-time resources will be assigned to this project and resumes will be provided for approval by the client based upon resource availability at the start of the project.

Confidential

Page 11 Copyright 2006 TechWhale Solutions, Inc

10/8/2006

TechWhale Solutions, Inc 10/8/2006

7. Acceptance
Should the client choose to accept any of the items presented in this document, a consulting agreement will be provided to contract TechWhales services. Signing this proposal signifies provisional acceptance pending the final consulting agreement. All terms from this agreement will carry over to the consulting agreement and throughout the life of the project unless specifically altered in writing.

AiM Name: Title:

TechWhale Solutions, Inc. Alan Ranciato President

Signature

Signature

Date

Date

Confidential

Page 12 Copyright 2006 TechWhale Solutions, Inc

10/8/2006