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REQUEST FOR
EXPRESSION OF INTEREST (EOI)
FOR SHORTLISTING OF
bidders for Customer Relationship
Management (CRM) Solution
Analytics Department,
GLOBAL IT CENTRE,
SECTOR-11, CBD BELAPUR,
NAVI MUMBAI-400614 (MAHARASHTRA)
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
Particulars
30.09.2015
05.10.2015
06.10.2015
21.10.2015
21.10.2015
03:00 pm
AB&R Conference Room, State Bank of India, 4th
Floor, Tower No 4, Sector 11, Railway Station
Complex Building, CBD Belapur, Navi Mumbai
400614.
03:00 pm
02:00 pm
dgm.analytics@sbi.co.in
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
Table of Contents
Important dates and activities
List of Annexures:
Abbreviations
Preface
1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8
1.9
Information Provided
For Respondent only
Disclaimer
Costs Borne by Respondents
No legal relationship
Respondents obligation to inform itself
Evaluation of offers
Acceptance of terms
Confidentiality
7
7
8
8
8
8
8
9
9
10
2.1
2.2
2.3
2.4
2.5
2.6
2.7
2.8
2.9
2.10
2.11
10
10
10
10
11
11
11
11
12
13
15
Project Background
17
3.1
3.2
3.3
17
17
18
Project Details
19
4.1
4.2
4.3
4.3.1
4.3.2
4.3.3
Project Scope
CRM in SBI and SBI Group
Solution Design
End to End IT Architecture
24 x 7 x 365 Availability
Existing Infrastructure Usage
19
21
22
22
22
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
4.3.4
4.3.5
4.3.6
4.3.7
4.3.8
4.3.9
23
23
23
23
25
25
Eligibility Criteria
28
Annexure
32
6.1
6.2
6.3
6.3.1
6.3.2
6.3.3
6.3.4
6.3.5
6.3.6
6.3.7
6.3.8
6.3.9
6.4
6.5
6.6
6.7
6.8
6.9
6.10
32
34
38
38
39
39
41
42
42
43
44
45
50
51
52
55
58
59
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
List of Annexures:
Annexure No.
Name
Annexure 1
List of Entities
Annexure 2
CRM Modules
Annexure 3
CRM Features
Annexure 4
Annexure 5
Annexure 6
Annexure 7
OEM Details
Annexure 8
Implementation Details
Annexure 9
Annexure 10
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
Abbreviations
Following terms are used in the document interchangeably to mean:
SBI Group means SBI, Banking and Non-Banking Subsidiaries and Joint ventures in India and outside
India.
Prime Bidder or Bidder or Vendor or System Integrator or SI means the respondent to the EOI
document who will be the entity responsible for the complete delivery of Solution and Services as
scoped in this EOI.
CRM or tool means Customer Relationship Management Solution inclusive of all the functionalities
stated herein.
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
1 Preface
This Expression of Interest document (EOI document or EOI) has been prepared solely for the purpose of enabling
State Bank of India (Bank or SBI) to shortlist vendor for implementation of Customer Relationship Management
Solution at branches and offices of the Bank and State Bank Group comprising of Banking and Non-Banking
Subsidiaries and Joint ventures in India and outside India and provide Service for the same throughout the tenure of
the contract.
The EOI document is not a recommendation, offer or invitation to enter into a contract, agreement or any other
arrangement, in respect of the Services. The provision of the services is subject to observance of selection process
and appropriate documentation being agreed between the Bank and any successful bidder as identified by the
Bank, after completion of the selection process, detailed in this document.
Interested entities are advised to study this EOI document carefully before submitting their proposals in response
to the EOI document. Submission of a proposal in response to this notice shall be deemed to have been done after
careful study and examination of this document with full understanding of its terms, conditions and implications.
The Bank reserves the right to negotiate, change, modify or alter any/all the terms and provisions of the
EOI/agreement entered pursuant to the EOI and may request for additional information, if required from the bidder.
The Bank also reserves the right to withdraw this EOI without assigning any reason and without any liability to the
bidder or any other person or party. All actions taken by the bidder or any other person or party in pursuance
hereof are so taken after taking into account the commercial acumen and the Bank does not guarantee or warrant
suitability hereof or success to bidders/bidder or any other person or party.
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
1.3 Disclaimer
Subject to any law to the contrary, and to the maximum extent permitted by law, Bank and its directors,
officers, employees, contractors, representatives, agents, and advisers disclaim all liability from any loss,
claim, expense (including, without limitation, any legal fees, costs, charges, demands, actions, liabilities,
expenses or disbursements incurred therein or incidental thereto) or damage, (whether foreseeable or not)
(Losses) suffered by any person acting on or refraining from acting because of any presumptions or
information (whether oral or written and whether express or implied), including forecasts, statements,
estimates, or projections contained in this EOI document or conduct ancillary to it whether or not the Losses
arise in connection with any ignorance, negligence, inattention, casualness, disregard, omission, default, lack
of care, immature information, falsification or misrepresentation on the part of Bank or any of its directors,
officers, employees, contractors, representatives, agents, or advisers.
SBI is not committed either contractually or in any other way to the applicants whose applications are
accepted. The issue of this Request for EOI does not commit or otherwise oblige the Bank to proceed with
any part or steps of the process.
Please Note: Since this is not a Request for Proposal (RFP) / Request for Quotation (RFQ), commercials are
not required to be submitted at this stage.
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
this EOI document that it has not relied on any idea, information, statement, representation, or warranty
given in this EOI document.
1.9 Confidentiality
The information contained in the EOI document is confidential and is not to be reproduced, transmitted, or
made available by the bidder to any other party without the Bank's express written permission. The EOI
document is provided to the bidder on the basis of the undertaking of confidentiality given by the bidder to
the Bank. The Bank may update or revise the EOI document or any part of it. The bidder acknowledges that
any such revised or amended document is received subject to the same terms and conditions as this original
and subject to the same confidentiality undertaking.
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
S. No.
Particulars
Remarks
10
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
2.8.1 EOI should be typed and submitted on A4 size paper, spirally and securely bound and with all
pages therein in serial order.
2.8.2 All pages of the EOI should be signed by only the authorized person(s) of the bidder. Any
interlineations, erases or overwriting shall be valid only if the person(s) signing the EOI
authenticates them. The EOI should bear the rubber stamp of the applicant on each page
except for the un-amendable printed literature.
2.8.3 Power of Attorney or Authorization letter from the Company should be submitted along with
EOI response for the Authorized signatory.
2.8.4 Contact detail of the authorized signatory and an authorized contact person on behalf of the
bidder is to be provided as under:
Particulars
Name
Designation
Email id
Landline
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
Mobile No.
Fax No.
Address
2.8.5 The bidders should demonstrate that they meet all criteria given in Section 5 of this EOI.
2.8.6 The bidders should structure their response including proposed solution write-up, completed
Annexure, supporting documents for eligibility along with supporting documents requested
in the EOI. The EOI response should not contain any pricing or commercial information at all.
2.8.7 Bidders need to submit the EMD along with the EOI response.
2.8.8 Only those bids where EMD is furnished as required and as per the procedure will be taken
up for the evaluation.
2.8.9 Bids submitted without EMD are liable to be rejected.
2.8.10 In case any discrepancy is observed between hard and soft copy, the hard copy will be
considered as the base document.
2.8.11 This EOI supersedes and replaces any previous public documentation & communications, and
bidders should place no reliance on such communications.
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
2.9.10 If deemed necessary, the Bank may seek clarifications on any aspect of EOI from the applicant.
If a written response is requested, it must be provided within the specified period, the
response received after the specified period, will not be considered. However, that would not
entitle the applicant to change or cause any change in the substances of their EOI document
already submitted. Bank may also make enquiries to establish the past performance of the
applicants in respect of similar work.
2.9.11 After examining the EOI, some or all of the applicants may be asked to make presentation to
the Bank.
2.9.12 SBI may shortlist the bidders who fulfil the eligibility criteria and are agreeing to abide by the
terms and conditions of the Bank. Banks judgment in this regard will be final.
2.9.13 Bank will issue a Request for Proposal (RFP) / RFQ (Request for Quotations) to shortlisted
bidders.
2.9.14 Applicants will be advised about the shortlist or otherwise. Banks decision in this regard will
be final.
Examined the Request for EOI document and its subsequent changes, if any for the purpose of
responding to it.
Examined all circumstances and contingencies, having an effect on their EOI application and
which is obtainable by the making of reasonable enquiries.
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
III.
Satisfied themselves as to the correctness and sufficiency of their EOI applications and if any
discrepancy, error or omission is noticed in the EOI, the applicant shall notify the Bank in writing
on or before the end date/time.
2.10.8 The bidder shall bear all costs associated with submission of EOI, presentation/POC desired
by the Bank. Bank will not be responsible or liable for any cost thereof, regardless of the
conduct or outcome of the process.
2.10.9 Applicants must advise the Bank immediately in writing of any material change to the
information contained in the EOI application, including any substantial change in their
ownership or their financial or technical capacity. Copies of relevant documents must be
submitted with their advices.
2.10.10 Shortlisted applicants must not advertise or publish the same in any form without the prior
written consent of SBI.
2.10.11 The detail scope of work will be included in the Request for Proposal (RFP) / Request for
Quotation document. The requirement mentioned in the EOI document is an illustrative.
Bank can add/edit/modify/delete requirements as per its discretion.
2.10.12 The bidder should be agreeable to provide to the Bank:
I.
2.10.13 The bidder is agreement with the Bank to execute the contract and NDA as per format of the
Bank. The contract format along with NDA will be shared with eligible bidders in the RFP
stage.
2.10.14 Subcontracting is not permitted.
2.10.15 The software development will be carried out as per standard software development
processes outlined in the IT & IS policy of the Bank and taking into consideration best
practices followed worldwide. The relevant policy may be shared with the shortlisted bidder
at the appropriate time.
2.10.16 The Bank may decide to have mixed set of in-house and bidders resources for sustainable
good quality of software development and bidder should be agreeable to work under this
setup and should agree to transfer necessary knowledge and skills to Bank personnel such
as Functional Specifications, Technical specifications, Integration specifications,
Application architecture/design, Integration architecture/design, Test Cases document (for
CIT/SIT & UAT), Deployment guide on infrastructure servers, and Release notes are
mandatory deliverables.
2.10.17 The application development/customization work carried by the bidder(s) will be subject
to unit testing, system integration testing & user acceptance testing and security audit
as applicable. However, no additional fees/charges would be payable by the Bank for
the rectification of errors detected during the testing/audit process.
2.10.18 Maintenance support after warranty period has to be provided by the bidder as per Banks
requirement. However, the AMC cost shall be included as part of RFP/RFQ process.
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
2.10.19 While submitting the bid, the bidder is required to comply with inter alia the following CVC
guidelines detailed in Circular No. 03/01/12 (No.12-02-6 CTE/SPI (I) 2 / 161730 dated
13.01.2012):
I.
II.
III.
Commission has decided that in all cases of procurement, the following guidelines may be
followed:
In a tender, either the bidder on behalf of the Principal/OEM or Principal/OEM itself can bid but
both cannot bid simultaneously for the same item/product in the same tender. The reference of
'item/product' in the CVC guidelines refer to the final solution that bidders will deliver to the
customer.
If a bidder submits bid on behalf of the Principal/OEM, the same bidder shall not submit a bid
on behalf of another Principal/OEM in the same tender for the same item/product.
2.10.20 Bank shall have the right to cancel the EOI process itself at any time, without thereby
incurring any liabilities to the affected applicants. Reasons for cancellation, as determined
by SBI in its sole discretion include but are not limited to the following:
I.
II.
III.
IV.
2.11 Timeframe
Following is an indicative timeframe for the overall selection process. The Bank reserves the right to vary this
timeframe at its absolute and sole discretion and without providing any notice/intimation or reasons thereof.
Changes to the timeframe will be relayed to the affected Respondents during the process.
Table: Timeframe
Sr. No.
Particulars
30.09.2015
05.10.2015
06.10.2015
03:00 pm
21.10.2015
02:00 pm
November 2015
15
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
Bidders are expected to adhere to the timelines mentioned above. However, the Bank reserves the right
to change the aforementioned timelines.
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
3 Project Background
3.1 Introduction to the SBI
State Bank of India (SBI) is the largest Bank with a network of over 15800+ branches for SBI and 6000+
branches for five associate Banks spread across India. The Bank has presence in 36 countries across the globe.
The Bank offers wide range of products and services to both Corporate and Retail Customers. The Bank also
has one of the largest networks of more than 51,500+ ATMs spread across geographical locations. Bank also
provides services to its customers through alternate channels such as Internet Banking, Branch Banking,
Digital Branch channel, and Mobile Banking etc. To expand further reach to the customer, Bank is also forging
ahead with cutting edge technologies and innovative new banking models.
State Bank Group comprising of SBI, Banking and Non-Banking Subsidiaries and Joint ventures is the largest
financial conglomerate of India. State Bank Group intends to improve cross sells and servicing of customers
across the group by leveraging its vast network. It seeks to do so by using the best in class technology solutions
that can enable an improvement in efficiency and productivity in such efforts.
SBI invites Expression of Interest (EOI) from bidders wishing to be considered with the State Bank Group for
supply, installation, support/services during transition, customization, integration, migration, monitoring,
testing, training, acceptance, documentation, warranty support and post warranty maintenance support, if
contracted, for the Customer Relationship Management (CRM) solution for the Bank.
The objective of this EOI is to shortlist eligible bidders who are interested in undertaking above referred
activities for the Bank (SBI and its Associate Banks, Non-Banking Subsidiaries and Joint Ventures) and have
necessary capability, skills, manpower and relevant experience.
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
(sales, marketing & services) and propose the best suited and cost effective solution, its
implementation and maintenance services to SBI Group.
3.2.4 Through this EOI document and other annexed documents, SBI has expressed some of the
high-level CRM capability requirements as well as functional & technical requirements of the
solution. But, it is the responsibility of the bidders to propose the most suitable and cost
effective services to SBI and also, to propose the implementation plan/ methodology with the
best industry practices in order to achieve the objectives of business growth through sales &
marketing, distributor satisfaction through efficient services and acceptable return on
investment.
3.2.5 The shortlisted bidders are expected to participate in the detailed RFP exercise. Post RFP
process, the selected bidder is expected to implement CRM solution in the most suitable
manner in order to address the stated objectives and business priority of SBI Group and also,
to establish the business benefits / ROIs in the areas of services, sales and marketing.
3.2.6 Key drivers for the new solution are as follows:
I.
II.
III.
IV.
Robust and scalable sales, marketing & service management solution for the existing and
prospective Customers as well as group representative of any of the SBI Group entities
Seamless integration capabilities with the systems (services, data, etc.) of the Group entities
along with various other applications/ systems.
Robust architecture with accessibility via the Group entities website, the products own User
Interface and from various channels protected by the necessary security protocols and
encryption requirements.
Ability to implement the solution in a phased manner keeping the overall timeline in mind as
well as the business priorities.
3.3.1 Phase 1 Expression of Interest (EOI): This phase will focus on evaluating the eligibility,
functional and technical capability of bidders as specified in this EOI.
3.3.2 Phase 2 Request for Proposal (RFP): During RFP stage, technical and commercial proposals
will be invited from shortlisted bidders on the lines of EOI. Commercial proposals will be
opened only for the qualified bidders, based on completion of the technical evaluation. The
selected bidder will be announced by the Bank at the completion of this phase.
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
4 Project Details
4.1 Project Scope
The scope of the work shall include the supply, implementation and installation, support/services
during transition, customization, integration, migration, monitoring, testing, training, acceptance,
documentation, warranty support and post warranty maintenance support, if contracted, for the
Customer Relationship Management (CRM) solution for the State Bank Group (SBG) at DC, Near Site
and DR Site.
The CRM Solution provided should be on Enterprise License Model without any limitation on the
number of users. The CRM Solution must be fully integrated with other CRM solution of Associate
Banks, subsidiaries and JVs and with the Banks Core Banking Application, Payment channel
solutions, ATM Switch, Campaign manager, Analytics, IVR, other back end applications, social media
and future systems. The CRM solution should have an integrated complaint/case management
system, which supports registration of customer queries, service requests and complaints at
multiple touch points, and allows routing, resolution and tracking of complaints.
CRM solution shall access the master data repository of customer and will be fully integrated with
the Groups applications. Bank is presently having bespoke applications/ modules specifically
developed as per its requirements and using the same in its existing Call Centre/ branches/ delivery
channels. The bidder has to carry out migration of the existing applications to the new CRM Solution
provided by them.
The bidders responsibility is as under but not limited to:
4.1.1 CRM Solution should be scalable with the increase in the number of users in the Group,
number of Call centre agents and the business volumes of the Group.
4.1.2 The CRM Solution should provide all the functionalities and services presently being rendered
through the existing solutions that the Bank is using and also be capable of providing
additional services as per requirements of the Bank (Please refer Annexure 3). Plan the CRM
implementation, discuss with Bank and obtain its approval.
4.1.3 Bidder need to procure the CRM solution and required hardware on the basis of sizing (to be
provided as a part of RFP). Install and maintain hardware for all the other requisite
environments such as Test & Development, Training and Migration.
4.1.4 CRM solution /applications will be hosted in the servers at Banks premises in Mumbai or any
other location as specified by the Bank. The scope of work also includes working out a
Business Continuity Plan and the solution should support DR concept, so that in case of need
the business operations can easily be shifted to another location with least disruption.
4.1.5 Procure all dependent software/utilities/tools that are essential for the successful
implementation of the CRM solution.
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
4.1.6 Procure reusable APIs from the CRM solution OEM, test them and make available to the Bank
for use as and when required for integrating peripheral applications. The Bank shall have
unrestricted perpetual rights for use of the said APIs. The Bidder shall be responsible for
getting the APIs debugged & errors fixed at no extra cost and within reasonable time, if errors
are discovered when they are put to use.
4.1.7 Get the solution tested for performance using Industry Standard Performance Testing Tools.
Performance will include applications capability to handle proposed number of concurrent
users, transaction volumes with the available infrastructure.
4.1.8 Suggest the Data Migration strategy, get the Banks approval and migrate data to the new
platform.
4.1.9 Prepare detailed test scenarios that needs to be reviewed by the Bank team and to be
submitted to the Bank team.
4.1.10 Conduct system integration testing before pilot rollout.
4.1.11 Bidder must provide one UAT and training environment also, so that the new software
modules/ versions could be tested before taking to the Live-run.
4.1.12 Provide rollout plan and report on the go-live readiness.
4.1.13 Train the group representative and do the hand-holding during the initial days of migration.
4.1.14 Bidder shall provide complete MIS (Historic and Real-time) of the operational data from the
CRM Solutions, as per the requirements of the bank.
4.1.15 The system should be able to integrate any external data source and should have provision to
integrate with analytics and feed to the CRM.
4.1.16 Bidder must comply with IT security, IT risk and IT compliance requirements of the Bank and
additionally provide the fire-wall, Server based/Network based IDS and other IT Security
devices and policies as per the Banks Information Security policies. Bidder should ensure that
proposed solution must be compliant with IT security, IT risk and IT compliance requirements
of the Bank at all the times.
4.1.17 Help desk and ticketing.
4.1.18 VAPT (Vulnerable Assessment and penetration testing) and support in rectifying VAPT
comments hardening of OS/application patches. Bidder must provide all the support
required in the process of such compliance.
4.1.19 Bidder shall provide ongoing maintenance and support services for the implemented
solutions (Hardware and Software) for the contract period of three years (Three years to start
with an option of renewal at each of the next two consecutive years).
4.1.20 The CRM Solution should support all the business segments of the Bank and Associates
/subsidiaries. The solution should be able to cater requirements of the customer for all the
product segments offered by the Bank.
4.1.21 Bank reserves its right to include any other business segment any time, as per its requirements
and the CRM solution implemented should be able to support the new business requirements
of the Bank in future.
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
4.1.22 Scope of work also includes providing FMS (Facility Management/Onsite Support), engineer's
24 X 7 availability and the indicative list of activities expected under FMS is as under:
I.
II.
III.
IV.
V.
VI.
VII.
VIII.
Manage Data Centre, Near-Site and DR site functions pertaining to the new application
CRM applications on agents system and LAN management.
CRM applications on the Branch/Administrative Office User system/sales team / outsourced
team etc.
CRM data upload and download
CRM connectivity with Banks back-end applications and servers.
System down time log maintenance.
Back-up activity for all CRM databases and application servers.
Upload customer data files.
4.1.23 System availability must be over 99% at all times. The Call Centre services of the Bank is
available to the customer 24 x 7 x 365 and to support the services, the CRM solution should
be up and running 24 x 7 x 365.
4.1.24 {(Scheduled operation time system downtime) / (scheduled operation time)} * 100%,
where: Scheduled operation time means the scheduled operating hours of the Call Centre
for the month (i.e. 24 X 7 X 30). All planned downtime on the system would be deducted from
the total operation time for the month to give the scheduled operation time.
4.1.25 Planned network downtime notice: Any planned network downtime must be accompanied
with a minimum 1 week notice.
4.1.26 Procure and implement Data Archival solution.
4.1.27 Man the Help Desk for L1 and L2 support for the new application. L3 support should be
provided by the OEM. This support shall cover and be limited to all the issues/ queries etc.
relating to the new CRM solution.
4.1.28 Assist in conducting periodical DR drills as per SBI Groups IT policies or a minimum of one in
every 6 months, whichever is more stringent. At least one such drill in a year shall imply
running the production from DR site for a continuous period of 5 days.
4.1.29 Maintain the system for the balance period of the contract.
4.1.30 The above is only an indicative list of tasks expected out of bidder. The scope extends to all
that is essential to discharge the role of a System Integrator, whether or not stated expressly
except to the extent so explicitly excluded.
Attract: Attract GenY customers and build brand equity with them. Enable customers to open
account in digital bank in fraction of time.
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
II.
III.
IV.
V.
Upsell & Cross sell: Cross sell and upsell SBI brand products and services to existing customers
by generating lead and following the lead
Lead Management: Managing leads from initiation to closure.
Complain Management: Address customers concerns from Digital bank and social media by
connecting their concerns with SBIs complain management system
Manage Brand: Manage the SBI brand value using social listening & sentiment analysis
The current solution is utilized for 120 endpoints across 7 branches while it has been designed to
seamlessly scale up to 10,000 endpoints across 600 branches.
The following is a list of technologies deployed for the MS CRM implementation:
I.
II.
III.
IV.
Some of the SBI Group entities have invested in different CRM solutions like Oracle Siebel, Pivotal,
etc. (Details will be provided in the RFP stage) or are in the process of procuring CRM solution. There
is a need for Group to have better visibility and management into enterprise data in case of
transactional systems. Standardization to a single CRM platform would enable SBG to have more
efficient and robust unified processes. Additionally, there are softer advantages such as knowledge
management, training and higher availability of skilled resources. This would further enable SBG to
have a competitive advantage to be able to perform better customer view, implementation time,
and analytics and manage highly integrated data across the entities.
4.3.1
III.
4.3.2
End to end solution architecture: Proposed solution should have Lead Management,
Campaign management, Servicing modules, etc.
End to end integration architecture: Bank currently have multiple Lead Management
Systems among other systems across teams and subsidiaries. Proposed solution should be
flexible enough to integrate with components of the existing system wherever applicable.
System should be capable to do third party integration such as UIDAI, NSDL, CIBIL and
TransUnion etc.
End to end implementation strategy: Should have a clear project implementation plan. The
timeframe for each steps of implementation lifecycle to be detailed out along with key
activities and timelines.
24 x 7 x 365 Availability
The CRM solution and other proposed solutions design and deployment architecture
should be such that the system is available to users 24 x 7 x 365 throughout the year
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
without any down-time even during system maintenance, backups and running of any
scheduled jobs.
4.3.3
4.3.4
4.3.5
Database Licenses
The Bank currently has an existing arrangement with Oracle for CPU/Core/Processor based
enterprise RDBMS licenses. The Bank will provide necessary Oracle database (RDBMS) licenses for
the CRM solution and its environmental applications through this arrangement.
However, irrespective of the ownership of the Oracle (RDBMS) licenses deployed in the solution,
the bidder will have to provide complete support for installation, implementation, maintenance,
facilities management, database management, etc. during the period of the contract.
4.3.6
Multilingual
I.
II.
4.3.7
The system should support multiple international (e.g. English) as well as local Indian
languages (e.g. Hindi) on screen as well as in print. Users should be able to transition on
screen across languages on the fly. The web-portal should facilitate the user to select the
language of choice and the content should then be displayed in the language selected.
Bidders are required to refer to the Master Circular DBOD No. Rajbhasha.BC.
25/06.11.04/2012-13 dated July 2, 2012 on the Use of Hindi in Banks. The Master Circular
has been suitable updated by incorporating instructions issued up to June 30, 2013 and has
been placed on the RBI website (http://www.rbi.org.in).
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
The training program should be of required duration and with a batch size as mutually
agreed by the Bank and the Solution Provider. Bidder should provide detailed training
plan for this purpose.
Bidder has to provide soft copies of Job Cards, User and Technical Manuals for all the
functionalities/modules/hardware/tools proposed for the solution separately. In
addition, all the applications/utilities should have online contextual help with search
option for all the users.
Bidder has to follow industry leading practice and international standard for
documentation for the entire system development life-cycle. The documents and
manuals should be kept up to date with proper version control during the entire contract
period. Bank may require the bidder to deliver the following documents, not limited to,
in hard and soft copy to Bank during the development and implementation of the
solution:
a.
b.
c.
d.
I.
II.
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Management (CRM) Solution
b.
c.
d.
e.
f.
4.3.8
Implementation
The detailed implementation plan with definite timelines has to be submitted by the
bidder as per their Project Methodology. However, the Bank reserves the right to accept
/ reject the suggested approach.
The Bank reserves the right to cancel the order in case delivery is not affected within the
stipulated time.
4.3.9
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Management (CRM) Solution
Enterprise storage
Tape library
Disk-to-Disk Backup Appliance
4.3.9.6 Warranty
All Software and Hardware components should be covered under Warranty. Bidder
should provide a comprehensive warranty with 24 x 7 x 365 services backup. Bidder
should provide web-based direct call login facility for First Level Maintenance (FLM).
Well established and reputed bidders having proven methodologies, technologies and
good track record of implementation of the solution to handle large volumes that may
get generated when deployed enterprise wide and implementations running successfully
and who are interested in providing the services detailed above may submit their
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Management (CRM) Solution
response to the EOI as per formats given in the Annexure along with relevant
documentary evidence latest by the date and time specified in the second page of this
document.
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5 Eligibility Criteria
Interested bidders, who are providing services as briefly explained above and meeting the following
Eligibility Criteria may respond to this EOI.
Either the bidder on behalf of the OEM or OEM itself can bid but both cannot bid simultaneously for
the same CRM solution in the same tender.
A
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Certification of bidder
Or
The bidder should have a valid ISO standard
certification for any of the following: Design/
Development/ Implementation/ Maintenance/
Testing for Solution/ Software.
C
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The bidder should have development and An undertaking with details of the
support centre in India.
location and resources to be submitted.
The bidder can be a software vendor (OEM) who Letter from the authorized personnel of
owns the Intellectual Property Rights (IPR) of the OEM confirming to this criteria
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Management (CRM) Solution
Or
Understanding
objectives
of
the
project
Past experience
Organization details
Bidder must comply with all above-mentioned criteria. Non-compliance of any of the criteria will entail
rejection of the offer summarily. Photocopies of relevant documents / certificates should be
submitted as proof in support of the claims made. The Bank reserves the right to verify /evaluate the
claims made by the bidder independently. Any decision of the Bank in this regard shall be final,
conclusive and binding upon the bidder.
For the purposes of this EOI, net worth is to be calculated as follows: Capital Funds (Paid up Equity
Capital + Paid up preference Shares + Free Reserve) (Accumulated Balance of loss + Balance of
deferred revenue expenditure + Other intangible assets).
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6 Annexure
6.1 Annexure 1: List of Entities
The list of entities will include at least the following
6.1.1 State Bank of India
Domestic Banking Subsidiaries
6.1.2 State Bank of Bikaner & Jaipur
6.1.3 State Bank of Hyderabad
6.1.4 State Bank of Mysore
6.1.5 State Bank of Patiala
6.1.6 State Bank of Travancore
Non-Banking Subsidiaries
6.1.7 SBI Capital Markets Ltd and its subsidiaries
a. SBICAP Securities Ltd.
b. SBICAP Trustee Co. Ltd.
c. SBICAP (UK) Ltd.
d. SBICAP (Singapore) Ltd.
e. SBICAP Ventures Ltd.
6.1.8 SBI DFHI Ltd
6.1.9 SBI Payment Services Pvt Ltd
6.1.10 SBI Mutual Fund Trustee Company Pvt Ltd
6.1.11 SBI Global Factors Ltd
6.1.12 SBI Pension Funds Pvt Ltd.
6.1.13 SBI Funds Management Pvt. Ltd
6.1.14 SBI Funds Management International (Private) Limited.
6.1.15 SBI Cards & Payment Services Pvt. Ltd
6.1.16 SBI Life Insurance Company Ltd.
6.1.17 SBI-SG Global Securities Services Pvt. Ltd
6.1.18 SBI General Insurance Company Ltd.
Joint Ventures:
6.1.19 C-Edge Technologies Ltd
6.1.20 GE Capital Business Process Management Services Pvt Ltd
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Below mentioned modules are envisaged as a part of CRM implementation. These modules are
illustrative in nature and Bank can add/modify/delete some modules as per its discretion.
Module Name
Lead Management
Basic Modules
Opportunity Management
Lead generation
Contact Management
Collection module
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Management (CRM) Solution
Service
Support Management
Ticket Management
Query, Request and complain capture via web forms and digital
media
Referral module
Service to Sales
Chat Facility
E-mail integration
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Marketing
Mobility
Others
Increase mobility
Campaign Management
E-mail Marketing
Tele-Marketing
Event Marketing
Integrated analytics
Interaction management
Account Management
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CSAT analysis
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Below mentioned features are envisaged but not limited to as a part of CRM implementation:
6.3.1
General Features
6.3.1.1 The CRM solution should be Banking and financial services Industry specific and should be
able to provide an integrated all-round view of all the relationships of both the Retail as well
as Corporate customers with the Bank and Group. The all-round view of the customer
should provide the financial and non-financial information available with the Bank.
6.3.1.2 The proposed CRM Solution should support interaction through multiple channels including
inbound and outbound Call centre, Emails, Fax, and Chat, Online platform, Mobile etc.
6.3.1.3 Role based privileges should be provided. System administrator should be able to
add/modify and delete privileges. It should be plug and play from the admin module. Role
management should be robust.
6.3.1.4 The proposed solution should provide all the functionalities out of the box and should not
require extensive customization. It should be capable enough to adapt, grow, and scale
along with business growth of the Bank. This product/solution/application should be highly
flexible and customizable with minimum or no hard coding.
6.3.1.5 The Solution should also support providing key product features/information in the inbuilt
knowledge database, search tool, help, etc. System should also have the capability to
integrate with external data sources and capability to extract meaningful information from
there.
6.3.1.6 The Solution should have security and access control, privilege based login, audit trail and
logs to ensure data security. The solution should comply with Banks IS policies and
procedures on Password, Account lockout and Multiple Sessions for Single user account.
Multiple device login feature as per Banks policy.
6.3.1.7 The Solution should provide facility for online call escalation to multiple levels of
Supervisors, Bank Officials and record the call escalation in the database. The Solution
should provide facility for Call- Back to the customer by recording the contact number and
case description and push the details to the Supervisors and the Bank Staff.
6.3.1.8 The Solution should support upload of the static data of the Bank at predefined periodicity
to its database for ex. Customer, Joint Customer, Account Master data, ATM master, Branch
Master etc. The response time should be acceptable as per Banks standard.
6.3.1.9 Support creation and transmission of output files on scheduled basis for cases that need to
be uploaded in the other applications like ATM IAD Claim, Debit/Credit card PIN requests,
Mobile banking registration/deregistration requests, POS/EComm/IMPS transaction claims,
Debit card/Personalised card requests, Cheque book requests, Statement of accounts etc.
of the Bank for further handling. It should also support update through files from these
applications.
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6.3.1.10 The admin module of the Solution should have the utility for various Master Data
Creation/modification/deletion like Branch Master, ATM Master, User roles, User
privileges, User profiles etc.
6.3.1.11 The customer should be able to track the case through various channels like Call Centre,
online form etc.
6.3.1.12 The customer and the Bank should be able to attach documents to the case at any point of
time when the case is alive.
6.3.1.13 The Application provider / implementation partner should provide on-line user manual for
all users of the system including agents, admin etc.
6.3.2
Integration Capability
6.3.2.1 The proposed CRM Solution should have the ability to integrate CRM data such as account
Id, Caller reference Id, Service request number etc. with CTI/IVR application and also
assign/distribute call list to Call Centre agents based on their skill sets and Language
preference.
6.3.2.2 The Solution should support online real-time integration with the Banks Core Banking
application, all payment channel solutions, ATM Switch, Internet Banking portal, Credit Card
application, SMS Banking, Rural, New Business etc. so that the Customer gets the account
related, debit card and transaction related information on a real time basis.
6.3.2.3 This solution should be able to integrate with the Data warehouse, CBS (Core Banking
system), LOS (Loan Origination System), OCAS (Online customer acquisition system) etc. as
available within bank wherever applicable.
6.3.2.4 The Solution should support integration of the dialler with the CRM package for outbound
calls. The Call Centre Executives should be able to access the customer data while making
outbound welcome, marketing, cross-selling calls.
6.3.2.5 The proposed CRM Solution should have the ability to integrate the application with mail
servers such as MS Outlook, IBM Lotus notes etc. to allow sending emails from within the
CRM application.
6.3.2.6 System should be able to integrate with external data sources such as Credit Bureau,
Aadhaar, NSDL etc. The integration capability should be robust and easy to implement.
6.3.2.7 The Solution should facilitate seamless integration with the other Banks applications and
the Call Centre process.
6.3.3
Lead Management
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6.3.3.3 The proposed Solution should be able to track leads and opportunities spanning the entire
lifecycle from creation through closing, following a systematic sales process.
6.3.3.4 The proposed solution should have the ability to monitor leads and opportunities to provide
automatic alert, escalation or reassignment if the employee who owns those leads /
opportunities does not follow-up within a prescribed time frame.
6.3.3.5 The proposed solution should be able to configure different escalation levels depending on
the nature of the lead / service request / customer segment.
6.3.3.6 The tool should allow capture of the history of products offered and the reasons for their
rejection/acceptance from the LMS module.
6.3.3.7 The CRM Solution should be an end to end IT solution which registers and routes cases
(queries, service requests and complaints), aids resolution of cases, collects feedback from
customers, allows monitoring of cases and reporting of complaint information.
6.3.3.8 The CRM Solution should allow registration of cases at multiple touch points, and allow
routing, resolution and tracking of cases centrally.
6.3.3.9 The complaint management system in CRM should allow case creation, customer
identification, categorization of cases and provide response to customer post case
registration.
6.3.3.10 This will consist of complaints categorized as per banks requirements, with key variables,
which can be defined and modified, such as turnaround time (TAT), Service Levels (SLA),
Criticality, complaint handling person/department, etc.
6.3.3.11 The Solution should facilitate creation of multiple case types, categories and sub-categories
having varied data input fields to capture the complaint details.
6.3.3.12 The proposed solution should be able to send an acknowledgement automatically for an
incoming email, including knowledge board articles and links for online help, based on the
case categorization.
6.3.3.13 Lead module should be integrated with the call centre and the data should be directly
allocated to the LMS system as per the line of Business.
6.3.3.14 Lead should be allocated to the respective team as per the business rule available.
6.3.3.15 Post lead allocation, all the interaction pertaining to the lead should be captured in the
system. CRM should be capable to integrate with the Lead management system if already
available and used by SBI team.
6.3.3.16 The proposed Solution should allow cases to be routed/re-routed both automatically, and
manually, to the solution teams on real time basis or at predefined escalation time and
levels.
6.3.3.17 The CRM should allow prioritization and queuing of cases, management of workflows
involving multiple bank applications used to resolve cases, capturing/tagging of customer
and internal interactions and closure of cases.
6.3.3.18 The tool should allow assigning of cases between officials of the bank and they should be
able to record their observations in the case details.
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6.3.3.19 Sharing of cases between users should be facilitated for gathering information or for
handling the cases. Lead passing and lead re-assignment should be provisioned.
6.3.3.20 The proposed solution should be able to set escalation rules to escalate tasks if the tasks
are not closed within specified TAT/threshold levels.
6.3.3.21 The proposed solution should allow multiple modes of interaction with the customer in a
single view.
6.3.4
Campaign Management
6.3.4.1 The CRM solution should have comprehensive campaign management module.
6.3.4.2 The CRM solution should have the ability to choose and send
o
A combination campaign (those on the list that have e-mail addresses will receive e-mails
and all others will generate mailing labels with no duplication)
E-mail only (for events/notices that do not allow time for standard mail)
Download mailing list and upload the status in case mailing is done outside.
6.3.4.3 Allow creation of categories (customers, government leader, location improvements, etc.)
o
The system will allow an expiration date. There must be the ability to easily add, delete
and/or inactivate categories
Opens
Click-thru rates
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6.3.4.11 Track how many e-mail versus postal mailings are sent
6.3.4.12 Report on the mailing sent and date per category or contact
6.3.4.13 Campaign, category and message level reporting
6.3.5
Communication Management
6.3.5.1 The proposed solution will be able to send notification messages about tasks to the
respective assignees and follow up the activity when the request status is changed.
6.3.5.2 The proposed solution should allow configurable notifications to be sent to the customer
upon closure of case (via SMS/email). Solution should be capable of allowing feedback- form
creation and feedback collection through various channels and post-feedback follow-up
capabilities.
6.3.5.3 The assignees should get alerts when predefined threshold levels are reached through SMS
and/email.
6.3.5.4 The solution should allow live monitoring of cases at various levels of detail, provide for
configurable report generation and subsequent analysis of case data.
6.3.5.5 The Solution should support tracking of the case and at various levels in the Bank as well as
at Customers level also and should trigger alerts or notifications after certain threshold
levels for effective monitoring of the case resolution.
6.3.5.6 The details of the cases along with the communication history and attachments should be
available in a single screen view.
6.3.5.7 The solution should be able to monitor feedback received on complaint closure and
highlight specific feedback metrics.
6.3.6
Analytics Integration
6.3.6.1 The proposed solution should able to send and receive data from the analytics platform.
6.3.6.2 Analytics engine can be a part of the CRM solution or can be an external platform which can
communicate and throw solution.
6.3.6.3 It should able to integrate the social network platform and mine meaningful insights for the
customer behaviour.
6.3.6.4 CRM system should have the capability to capture customer data from within and outside
the Bank to include social media, sales visits, blog comments, and online buying patterns.
CRM analytics can then generate demographic, behavioural and psychographic insights so
that bank is aware of the customer's satisfaction with service, price changes, response to
marketing offers.
6.3.6.5 Measure engagement levels so that bank would know how active their campaigns are, how
popular the offers and how effective partners are, and how well all of this action, or lack
thereof, translates into increased customer share and incremental revenues
6.3.6.6 Measure and track escalation. Analytics need to measure how often problems arise with a
specific product or service so bank can fix the problem in distribution, marketing or in
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Management (CRM) Solution
service delivery and thereby extinguish the problem at the source and end such complaints
permanently.
6.3.6.7 Measure and track customer value to identify the profitability from each customer, segment
them as per their behaviour.
6.3.7
6.3.7.1 The Solution should support creation of integrated reports as required by the Bank based
on the Channels used, Criticality, TAT, Branch, Region, Zone, Users, categories, case types,
case sub-types and for regulatory reporting etc.
6.3.7.2 The Solution should be capable of customizing the report formats and style based on the
requirement of the Bank and should also support exporting these reports in other file
formats like Excel and PDF etc. The file so downloaded should allow formatting and sorting.
6.3.7.3 Provision of Dashboards for monitoring performance metrics.
6.3.7.4 The system should provide reports and logs of all the activities of the users using the
application in a report format at periodic intervals as defined by the Bank. The system
should also be able capable of identifying exceptional activities and provide details in a
report format to the Bank.
6.3.7.5 The Solution should be able to incorporate the KPI into the reporting formats with advanced
controls, reporting features and also provide for monitoring these KPI in scorecard formats
with advanced controls such as traffic lights, gauge and meters to track achievement status.
6.3.7.6 The proposed Solution should be able to monitor and highlight chronic complainants to
identify top potential service issues, gather and analyse data relating to customer issues to
help the Bank in forming future strategies on Customer Care.
6.3.7.7 The application should allow creation of cases through uploads through the admin.
6.3.7.8 Likewise, closure of cases should also be possible through file upload. CRM solution should
be integrated with the document management system.
6.3.7.9 The complete MIS (Historic and Real-time) includes the MIS related to but not limited to the
following:
6.3.7.10 Customer Interaction Management
I.
Case Management
II.
Technology performance
III.
Sales Performance
IV.
Commission payment
V.
VI.
VII.
Batch reports, Dashboards, ADHOC and stored query based reports and graphical
reports.
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VIII.
IX.
Any other report as per Banks future requirements.
6.3.7.11 The application should create files for cases that need to be uploaded in the other
applications of the Bank for further handling. It should also update through files from these
applications.
6.3.7.12 The proposed solution should be able to interact with various social media and forums for
tracking information about the Bank and to provide responses.
6.3.8
6.3.8.1
Servicing
The CRM solution should have the ability to uniquely identify and authenticate the
customer with information such as his Customer ID, Name, Account number, Debit card
number, PAN number, Mobile Number, Aadhaar number, Date of birth, Communication
address etc., for all interactions which involve both inbound and outbound transactions.
Also, logical solution should be in place to verify the appropriateness and uniqueness of the
customer if different Identity and address proofs are given at different subsidiary.
6.3.8.2 Based on the customer ID, system should be able to identify the true customer and identify
the interaction history across branch, call centre and in any of the touch point. This will
ensure a seamless and smooth user experience across touch points.
6.3.8.3 The proposed CRM Solution should support cross sell and service transactions for all
banking and non-banking products like CASA, Loans and Advances, Deposits, all Alternate
delivery channel products, Debit and Credit cards, Government Business, Forex/Treasury,
Investment and Insurance products, etc.
6.3.8.4 The Solution should facilitate fetching the customer details through parameters like account
number, card number, customer Id, registered mobile number, existing Case Id etc. and
allow capturing/recording the details of the conversation with the customer in standard
fields and formats. Multi lingual interface should be provided.
6.3.8.5 The Solution should have the ability to categorize service request, into Queries, Requests
and Complaints etc. The case registration based on case type (queries, requests and
complaints) and the Product code should generate a Unique Case Id and its history is
maintained throughout the life cycle of the account. The users should be able to track the
particular Case Id and the updates in the existing case history.
6.3.8.6 The Solution should provide the entire management and tracking processes for service
request under a customer. All the request and complaints must be mapped to the fulfilment
office (branch/department/CCU) concerned. Follow up SMS/mails should be generated and
sent to the officials/dept. concerned.
6.3.8.7 Should enable Bank staff/Call Centre Executives/ Group staff to view customer's account
information, such as loan and credit card accounts, including the related account profile,
balance history, transaction details, notes, service requests, contact information across all
the live/open accounts held by the customer. Cross service opportunity should be present
which are under the purview of legal and compliance. The user rights will be dependent on
the privilege given to the user.
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6.3.8.8 The solution should allow the Bank staff/Call Centre Executives/ Group staff depending on
the privilege to use the account information to handle Queries, Service requests and
Complaints, such as inquiries about current account balances, past transactions, Cheque
book requests, Incorrect Amount Dispensed from ATM etc. and the interaction history.
Cross service opportunities should be entertained only when it comes under data
prevention act.
6.3.8.9 The solution should have the ability to serve the customer through various channels such
as Branch, Administrative offices, Call Centre, Internet (Online grievances and complaint
tracking), Customer Care back office, digital media, social network etc. It should be an
integrated experience for the customer, branch staff and the customer care back office
6.3.8.10 The Solution should be able to record and maintain the Turnaround Time (TAT) and the
Service Levels for each service request based on the TAT defined for the product/product
sub type/case.
I.
II.
III.
IV.
V.
VI.
Right scripts
VII.
6.3.9
6.3.9.1
Technical Requirements
Compatible hardware (OS and application)
6.3.9.2 Compatible OS
6.3.9.3 Compatible database
6.3.9.4 Compatible web server
6.3.9.5 Thin or thick client
6.3.9.6 Scalability
6.3.9.7 User load and distribution
6.3.9.8 3-tier architecture
6.3.9.9 Search query optimization
6.3.9.10 Audit Trail
6.3.9.11 Time trade off
6.3.9.12 Provision for Data porting and data synchronization
6.3.9.13 ETL for CBS and web services for payment channels and other solutions
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High-availability features
II.
6.3.9.21 Integration
I.
Required integrations
II.
Standard API
III.
II.
III.
IV.
Vendor Onsite support (2 well conversant staff for handling all the queries)
II.
Multiple Hierarchies
III.
IV.
Integration with our AD solution e.g. Transfer of staff should be updated in the CRM
so that leads should not go un attended
Data level
II.
III.
Bulk update
Complex screens
II.
Availability of reports
III.
Dashboard
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6.3.9.26 Application and Database servers that support the CRM Solution should be vertically
scalable whereas Web Servers must be horizontally scalable and must be capable of
incremental expansion to meet the growth requirements of the Bank in terms of increase
in the customer database, daily call volumes, and number of users accessing the solution.
6.3.9.27 The specified servers that support the CRM Solution must be current/ recent in the OEMs
product line and must be fully supported by the OEM for the duration of the project and for
the warranty and post warranty. Also the proposed solution should be scalable to meet the
sizing and the growth requirements of the Bank.
6.3.9.28 The proposed software solutions and the recommended hardware to support the solution
should meet the Banks requirements for a period of minimum 5 years post acceptance of
the solution.
6.3.9.29 The Solutions should use parameterization to the maximum extent possible and keep hard
coding of the value of variables to the minimum.
6.3.9.30 The Solution Provider has to guarantee a minimum uptime of 99.0% and should be ready to
execute Service Level Agreement (SLA) for the same. There can be no multiple failures in a
single day. The uptime shall be computed on a monthly basis and any downtime beyond
threshold will be subject to penalty.
6.3.9.31 The Solution should have the capability to control the data accessibility and commands that
can be executed by a user, according to their status and privileges. All access needs to be
provided and controlled by personal identification and authentication. The system rights
will be defined as per the role hierarchy defined by the Bank. All users will need to register
to be able to use the Solutions. Access to the system must be through secured passwords.
Logging of users accessing the system and monitoring of online activity needs to be
provided as part of the solution. The proposed solution should maintain audit trails for
addition, deletion and correction made by the user in the database or application.
6.3.9.32 The solution should be able to support user driven query and report on database records
and schedule pre-defined queries to generate reports on a periodic basis.
6.3.9.33 The solution should be able to support batch reporting with the provision of customizable
report template, report scheduling, and open report formats. It should support batch
distribution through hardcopy, softcopy, emails.
6.3.9.34 Solution Providers are required to provide the detailed configuration of the recommended
Hardware for Test, Production and DR environments as per the requirements mentioned.
The recommended hardware that supports the CRM Solutions should have high reliability,
fault tolerance, redundancy and high availability. The server configuration proposed should
have upgrade capability in terms of processors, memory, disk storage, etc. without
disrupting the systems and users.
6.3.9.35 The proposed solution must include capabilities to backup all data and metadata across all
the sub systems of the proposed solution. The proposed solution should provide
mechanism for incremental and full backups with zero down time.
6.3.9.36 The proposed solution should provide Support for replicating and synchronising data
between the three operational sites.
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6.3.9.37 The proposed solution should provide monthly validation of database backup. Service
includes restoration of database from backup media and validation that all database
components are present and not defective. An electronic report of the results is provided
at completion of validation.
6.3.9.38 The full backup must be taken at the end of the week, whereas incremental backups must
be taken every day. At any given point in time at least two full backups and a week of
incremental backups must be maintained.
6.3.9.39 End to End support must be provided for a period of minimum 5 years after the installation
and UAT sign-off, and the final deployment on the production environment of the
respective application component.
6.3.9.40 The services offered as part of the warranty and post-warranty support must be in
conformity with the specifications supplied in the Technical Specification. During this
period, the Application provider / implementation partner will be responsible for the patch
update / bug fixing / replacement / support of all software supplied under this tender.
6.3.9.41 Provide proper documentation that confirms 24x7x365 on-site support for the solution
provided. A dedicated FMS team may be deployed in the Bank and the necessary office
space for the team will be provided by the Bank. The FMS team should undertake
immediate bug fix actions in the event of software failure causing an interruption of
operation of the Call Centre and/or Branch systems as per the predefined response /
resolution times. During the event of any failure (software /hardware /network etc.), the
solution should continue to function seamlessly.
6.3.9.42 The bidder has to provide onsite operational and technical support for the solution during
the entire period of the project including warranty and post warranty periods starting from
go-live. The bidder should get the consent of the Bank for the on-site engineers prior to
their posting. The scope for the on-site engineers will include configuration changes, version
up-gradations, performance monitoring, trouble shooting, patch installation, running of
batch processes, database tuning, and liaison with Bank for various support issues, taking
periodic backup of the database, query generation, etc.
6.3.9.43 The FMS team is responsible for routing the transactions through the backup system in case
the primary system fails and facilitate Switching to the DR site in case of system failure.
6.3.9.44 The FMS team of the Solution Provider should notify all the detected software errors and
correct them in the shortest possible time.
6.3.9.45 The Application provider / implementation partner will be responsible for notification of
new versions / releases of all the provided software including the environmental and
support software and supervise their implementation in mutually agreed deadlines at no
additional cost to the Bank.
6.3.9.46 FMS team should maintain service records for software warranty support. In addition, calls
to the FMS team must be tracked including the disposition and subsequent resolution of
problem. These records are to be reviewed monthly with the Bank.
6.3.9.47 The software service must be conducted in a manner that it does not compromise the
security and integrity of Bank's data and the quality of Call Centre and Customer Care
operations of the Bank, particularly the services rendered to customers.
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
6.3.9.48 Proposed Application and required software and hardware components should have IPV6
compatibility and work in dual stack mode.
49
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
You are not bound to accept the lowest or any bid received by you, and you may reject all or
any bid without assigning any reason or giving any explanation whatsoever.
II.
Bank may follow close or open bidding process as per requirement of the Bank.
III.
If our bid is accepted, we undertake to enter into and execute at our cost, when called upon by
the purchaser to do so, a contract in the prescribed form.
IV.
We undertake that in competing for and if the award is made to us, in executing the subject
Contract, we will strictly observe the laws against fraud and corruption in force in India namely
Prevention of Corruption Act 1988.
V.
If our bid is accepted, we are to be jointly and severally responsible for the due performance of
the contract
VI.
You may accept or entrust the entire work to one vendor or divide the work to more than one
vendor without assigning any reason or giving any explanation whatsoever
VII.
Vendor means the bidder who is decided and declared so after examination of commercial bids.
VIII.
The name(s) of successful shortlisted bidder(s) to whom the RFP will be issued after the
completion of EOI process shall be displayed on the website of the Bank and/or communicated
to successful bidder(s).
IX.
We shall observe confidentiality of all the information passed on to us in course of the tendering
process and shall not use the information for any other purpose than the current tender.
Yours faithfully,
For:
Signature:
Name:
50
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
II.
III.
IV.
V.
VI.
51
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
Particulars
Date of Incorporation
Designation
Address
Mobile Number
Fax Number
10
E-Mail Address
11
12
Designation
13
Address
14
15
Mobile Number
16
Fax Number
17
E-Mail Address
18
19
Response
52
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
Declaration:
I.
We confirm that we will abide by all the terms and conditions contained in the EOI.
II.
We hereby unconditionally accept that Bank can at its absolute discretion apply whatever criteria
it deems appropriate, not just limiting to those criteria set out in the EOI, in short listing of bidders.
III.
All the details mentioned by us are true and correct and if Bank observes any misrepresentation
of facts on any matter at any stage, Bank has the absolute right to reject the proposal and
disqualify us from the selection process.
IV.
We confirm that this response, for the purpose of short-listing, is valid for a period of six months,
from the date of expiry of the last date for submission of response to EOI.
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
V.
We confirm that we have noted the contents of the EOI and have ensured that there is no
deviation in filing our response to the EOI and that the Bank will have the right to disqualify us in
case of any such deviations.
Place
Date
Seal & Signature of the prime bidder
54
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
Particulars
Date of Incorporation
Designation
Address
Mobile Number
Fax Number
10
E-Mail Address
11
12
Designation
13
Address
14
15
Mobile Number
16
Fax Number
17
E-Mail Address
18
19
Response
55
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
Declaration:
I.
We confirm that we will abide by all the terms and conditions contained in the EOI.
II.
We hereby unconditionally accept that Bank can at its absolute discretion apply whatever criteria
it deems appropriate, not just limiting to those criteria set out in the EOI, in short listing of bidders.
III.
All the details mentioned by us are true and correct and if Bank observes any misrepresentation
of facts on any matter at any stage, Bank has the absolute right to reject the proposal and
disqualify us from the selection process.
56
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
IV.
We confirm that this response, for the purpose of short-listing, is valid for a period of six months,
from the date of expiry of the last date for submission of response to EOI.
V.
We confirm that we have noted the contents of the EOI and have ensured that there is no
deviation in filing our response to the EOI and that the Bank will have the right to disqualify us in
case of any such deviations.
Place
Date
Seal & Signature of the OEM
57
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
Interested bidders, who are providing services as briefly explained above, need to provide the
following details separately for each implementation.
II.
Particulars
Bank or organization details in India where the
proposed/ similar solution is already
implemented by the bidder and running
successfully for last 6 months
Address of the contact person at above
bank/organization
Name
Designation
Telephone
E-Mail Address
Contract Date
10
11
12
13
14
15
16
Response
58
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
Interested bidders, conforming to the requirements as mentioned in this document, may respond to
the EOI and submit their bid along with the following:
Summary of the understanding of the Banks requirements by the bidder as described in Section 4.
All other documents to support the eligibility criteria like audited balance sheet, PL account, etc. both
the bidder as well as the Partners/Associates/Consortium members/OEMs.
Power of Attorney or Authorization letter from the Company for the Authorized signatory.
59
Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
6.9 Annexure 10: Bank Guarantee Format for Earnest Money Deposit (EMD)
To,
The Deputy General Manager (Analytics),
Analytics Department,
State Bank India,
4th Floor, Tower No 4, Sector 11,
Railway Station Complex Building,
CBD Belapur, Navi Mumbai 400614.
Dear Sir,
EMD BANK GUARANTEE FOR NAME OF SOFTWARE SOLUTION /SERVICE TO STATE BANK OF INDIA
TO MEET SUCH REQUIREMENTS AND PROVIDE SUCH SERVICES AS ARE SET OUT IN THE REQUEST
FOR EXPRESSION OF INTEREST
WHEREAS State Bank of India (SBI), having its Corporate Office at Nariman Point, Mumbai, and
regional offices in other cities in India has invited Expression of Interest for supply, installation,
support/services during transition, customization, integration, migration, monitoring, testing,
training, acceptance, documentation, warranty support and post warranty maintenance support,
for the Customer Relationship Management (CRM) solution on behalf of SBI, Associated Banks and
subsidiaries vide its EOI No. ________ dated ________ on the terms and conditions mentioned in
the EOI documents.
It is one of the terms of said Expression of Interest that the bidder shall furnish a Bank Guarantee
for a sum of Rs. _______ (Rupees ______ only) as Earnest Money Deposit.
M/s____________________
, (hereinafter called as bidder), who are our constituents intends
to submit their bid for the said work and have requested us to furnish guarantee in respect of the
said sum of Rs. ______ (Rupees ____ only).
NOW THIS GUARANTEE WITNESSETH THAT
We _______________________ (Bank) do hereby agree with and undertake to the State Bank of
India, their Successors, assigns that in the event of the SBI coming to the conclusion that the bidder
has not performed their obligations under the said conditions of the EOI or have committed a
breach thereof, which conclusion shall be binding on us as well as the said bidder, we shall on
demand by the SBI, pay without demur to the SBI, a sum of Rs. _____ (Rupees _____ only) that
may be demanded by State Bank of India. Our guarantee shall be treated as equivalent to the
Earnest Money Deposit for the due performance of the obligations of the bidder under the said
conditions, provided, however, that our liability against such sum shall not exceed the sum of Rs.
____ (Rupees _____ lakhs only).
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
We also agree to undertake to and confirm that the sum not exceeding Rs. _____ (Rupees _____
lakhs only) as aforesaid shall be paid by us without any demur or protest, merely on demand from
the SBI on receipt of a notice in writing stating the amount is due to them and we shall not ask for
any further proof or evidence and the notice from the SBI shall be conclusive and binding on us
and shall not be questioned by us in any respect or manner whatsoever. We undertake to pay the
amount claimed by the SBI within 24 hours from the date of receipt of the notice as aforesaid. We
confirm that our obligation to the SBI under this guarantee shall be independent of the agreement
or agreements or other understandings between the SBI and the bidder. This guarantee shall not
be revoked by us without prior consent in writing of the SBI.
We hereby further agree that
Any forbearance or commission on the part of the SBI in enforcing the conditions of the said
agreement or in compliance with any of the terms and conditions stipulated in the said tender
and/or hereunder or granting of any time or showing of any indulgence by the SBI to the bidder or
any other matter in connection therewith shall not discharge us in any way our obligation under
this guarantee. This guarantee shall be discharged only by the performance of the bidder of their
obligations and in the event of their failure to do so, by payment by us of the sum not exceeding
Rs. ______ (Rupees ___ only)
Our liability under these presents shall not exceed the sum of Rs. _______ (Rupees ____ only)
Our liability under this agreement shall not be affected by any infirmity or irregularity on the part
of our said constituents in tendering for the said work or their obligations there under or by
dissolution or change in the constitution of our said constituents.
This guarantee shall remain in force for a period of one year, provided that if so desired by the SBI,
this guarantee shall be renewed for a further period as may be indicated by them on the same
terms and conditions as contained herein.
Our liability under this presents will terminate unless these presents are renewed as provided
herein up to three years or on the day when our said constituents comply with their obligations,
as to which a certificate in writing by the SBI alone is the conclusive proof, whichever date is later.
Unless a claim or suit or action is filed against us within six months from that date or any extended
period, all the rights of the SBI against us under this guarantee shall be forfeited and we shall be
released and discharged from all our obligations and liabilities hereunder.
Yours faithfully,
For and on behalf of
Signature and Seal of Authorized Official
(NB: This document will require Stamp Duty as applicable in the State, where it is executed and
shall be signed by the official whose signature and authority shall be verified).
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Request for Expression of Interest for shortlisting of bidders for Customer Relationship
Management (CRM) Solution
End of Document.
62