DATA CAPTURE, DATA WAREHOUSE, ANALYTICS, CUSTOMER SERVICE

Summary: enable a single customer view and reports to understand segments and drivers. Emphasis on dashboards, „canned‟ reports, and GUI interfaces to set up custom queries.

ID Description Detail Supplier

Response 1. Data Capture

1.1 Data capture

enabling To capture contact data and information (behavioural and interests) as possible at all possible touch points, including Gates, Website, Facebook and other social media, and mobile apps. Include checks for data completion and accuracy 1.2 Additional data /

record completion To support record completion; soliciting staggered/targeted and contextual information requests from visitors at all touch points.

1.3 Account/log in Account with forms to capture, store and allows customers access to view and edit content information, order history, subscriptions and interests.

2. Data Warehouse

2.1 Single customer view To import (continuously) and hold “copies” of all customer data, merged into a single customer view,

2.2 Data import and

cleansing Tools to ensure records are easily de-duped (including fuzzy matching), and scrubbed against incompletes, Gone Aways (GAS), bereavement file and

Royal Mail Change of Address file. 2.3 Scoring, rating and

routing rules Needs to support rules-based confidence scorings, and detailed contact permission tracking, incl. holding scans of actual permission slip. 2.4 Data Governance

and Master data management

Provide the Kew Data manager with tools and controls to manage all data, and access and ownership to data, throughout the organisation and with partners.

2.5 Data structure and

architecture Support Kew and Systems integrators (GROUP 7) in structuring the data structure and architecture for the data warehouse to into a simple, flexible and future proof format.

ID Description Detail Supplier Response

2.6 Data security The data must be kept secure:

1) No loss of data: DR procedures, back up protocols and redundancies to be mapped out in tender.

2) Security protocol explained – both to physical sites and networks.

2.7 Meta data Centralised metadata creation and

management, including data confidence scoring and contact permissions management.

3. Analytics

3.1 Canned reports To provide canned reports for easy access to performance tracking of sales and marketing across underlying

systems.

Provide key insights and segmentations. Standard delivery, campaign, program, offer, plan, lead,

transactions/conversions, customer reactions, social, technical reports. 3.2 Custom Reporting GUI interfaces for advanced and

flexible analysis, including cubing, descriptive and predictive analysis. Must support application of profiling data.

3.3 Dashboards and

visualisations Provide ability to set up dashboards with visualisations, customised for different users, and pulling data from across channels. Ability to set up regular, automated emails with

targeted information to different users. 3.4 Real-Time Reporting All reports should be real-time, including

reports on custom fields, multi-table joins (contacts + opportunities, for example),

3.5 Wizard-driven report

builder Allows for users with differing skill sets to easily build and customise their own reports. Also provides ability to step back through the wizard when creating a report.

3.6 End-user Report

Creation End-users without administrative privileges should be able to create their own reports and save them to specific folders that they have been granted access to. Allow end-users to drill anywhere – highlight one or more rows and drill into the data.

3.7 Multi-table joins Create queries based on multi-table joins in real time (Accounts with Cases, for example).

3.8 Drill-through to operational records

Ability to expand the aggregate numbers in a report to see all line items of data behind the numbers, and click through to the detailed records.

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ID Description Detail Supplier

Response

3.9 List Views Ability to define custom list views from various places in the application rather than running a more complicated report.

3.10 Scheduling Ability for end users to schedule the execution time and automated delivery of their reports to other application users.

3.11 End-User Dashboard Creation

End-users (and not just administrators) should be able to create or modify Dashboards. Dashboards can be a combination of any number of pre-built and custom reports.

3.12 Scheduled Refreshes Ability to schedule refreshes to enable that users who review the dashboard at specific times always get up-to-date data.

3.13 Share Dashboards Share a relevant dashboard with sales rep with the confidence that they will not be able to drill down to underlying data the security model prevents them from seeing.

3.14 Trend analyses Create multiple Dashboards, with segmentation by year, quarter, or any date.

3.15 Drill through to

operational records Capable of drilling to the underlying report and data from any dashboard component.

3.16 Dashboards Ability for end users to schedule the execution time and automated delivery of their dashboards to other application users.

3.17 Charts Combination Charts are available in

the application.

3.18 Drill down User has the ability to drill down to filtered reports from a dashboard. System should provide drill down dashboard so that users can discover what makes up the data or report being reviewed.

3.19 Hover details User has the ability to view hover details on charts in reports and dashboards. 3.20 Pick list colours User has ability to set colours for the pick

list values in Charts.

3.21 GUI The System should provide graphical

reports and dashboard, for

example, dials gauges and sliders. 3.22 Scenarios The System should provide the ability to

build "what if" scenarios and save those scenarios for future reference.

3.23 Export The System should provide the ability to export reports as interactive objects, including the report data so that they can be used in presentation tools and documents and still maintain their formatting and animation capabilities.

ID Description Detail Supplier Response

3.24 History System should provide historical reports that show trends and allow

comparisons between time periods. 3.25 Report generator Users should be able to use report filters

and/or a report generator to build their own custom reports and export these reports into Excel.

3.26 Management

updates Automatically generate and publish reports at regular intervals to management, with no manual intervention.

3.27 Application Fluid navigation between analytics and marketing to allow easy and quick response to findings

4. Customer Service Support

4.1 Case logging and

tracking Create and track incoming cases from both traditional and social channels - Ability to capture, track and manage customer incidents via a queue centric workflow based customer support process.

4.2 Case record

information Easily see customers' information: automatically pull up customer file based on calling number, email address, screen name etc.

4.3 Suggested Solutions Application should allow users to quickly find the solution that best fits the case at hand via an automated match and templates.

4.4 Case routing Integrated email response management so that emails are automatically turned into service incidents and routed into the correct workflow queue - and escalate cases

4.5 FAQs Provide customers with the ability to find

knowledge your organisation wants to share (via Google, other search engines) to help them solve their issue quickly and accurately.

4.6 Agent Console Application should provide an agent console which combines a list view, a detail view, and a mini view with related information into one screen so that the service agent has everything at his or her fingertips when interacting with customers.

4.7 Computerised

Telephony Integration (CTI)

Product should be able to integrate with leading telephone network hardware and software.

4.8 Knowledge base Built in searchable Knowledgebase that includes permissions based on

publishing or answering of questions received via the Knowledgebase.

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ID Description Detail Supplier

Response

4.9 Social Social: Connect your service

application with popular Web

communities like Twitter and Facebook. Track conversations that are taking place in social networks.

4.10 Community Community: Ability to tap into the wisdom of the crowd to capture the best answers and the most innovative ideas.