Sales Territory Plan Excel Template2

Ahli United Bank Treasury Sales Platformdocument.xls

Instructions - Total 14 Subjects 04/17/2023 1 of 30

Vendor should mark (P) either Supported as Standard / Customize / Enhancement / Additional / Unavailable with an appropriate remark if any in the Selection Criteria Form.

Standard (S) : The feature/function is fully supported by the system without change.

Custom (C) : The feature/function is partially available in the vendor’s system, however to fully support all the requirements of the Bank, customization is required. Include in the “Vendor Comments” column the estimated effort and cost required for completing the customization and any other relevant information. Provide your understanding of AUB's requirements.Enhancement (E) : The feature/function is totally not available in the current system, full development is required; include in the “Vendor Comments” column the estimated effort required developing this requirement. Provide your understanding of AUB's requirements. For requirement that is not available now but is in the plan for next release, use the “Vendor Comments” column to specify the expected delivery date.Alternative (A) : The feature/function is not available in the current system, but an alternative can be provided in the system through another functionality. The alternative should be explained properly in the “Vendor Comments” column.

Unavailable (U) : The feature / function is not available in the current system and it would not be possible for the vendor to offer as customized /Alternative/Enhancement.


1 - Financial industry focus - Total 14 Subjects 04/17/2023 2 of 30

No. Features/ Questions

Stan

dard

(S)

Cust

om (C

)

Enha

ncem

ent (

E)

Alte

rnati

ve (A

)

Una

vaila

ble

(U)

1-11-1-1 Support for Foreign Exchange1-1-2 Support for Money Market products1-1-3

1-1-4

1-21-2-1 Corporate and Commercial Lending etc

1-31-3-1 Deposit and Current Accounts1-3-2 Credit Card details1-3-3 Mortgages1-3-4

1-41-4-1 Structured Investments1-4-2 Fund Investments 1-4-3

Vendor Comments

Describe the software functionality and capabilities in each sector, both from a static data perspective i.e. standard templates available and a transactional perspective i.e. standard fields available to map data to or from a source system or for manual completion. Provide details of standard views / tabs / templates etc provided. Also, include details of any calculators that are available as standard such as profitability or turnover calculations

Treasury & Capital markets

Support for Derivative products such as Interest Rate Swaps, Fixed Income Bond holdings etc

Feeds for Market Rates from Reuters / Bloomberg. Specify which vendors are supported and any licensing issues in the comments column

Commercial Banking

Retail Banking

Provide details of any further Retail Banking products that are covered as standard

Wealth management

Provide details of any further Wealth Management products that are covered as standard


1 - Financial industry focus - Total 14 Subjects 04/17/2023 3 of 30

1-5 Other Financial sectors - Provide Details


2- Customer data - Total 14 Subjects 04/17/2023 4 of 30


Stan

dard

(S)

Cust

om (C

)

Enha

ncem

ent (

E)

Alte

rnati

ve (A

)

Una

vaila

ble

(U) Vendor Comments

2-1

2-2

2-3

2-4

2-5

Create and maintain basic customer details (Store customer details such as name address details, telephone, fax, email, contact persons and company features)

Create additional customisable tabs for customer contact details specifically for Treasury or other departments.

Support for International address formats with ability to create standard and custom mailing labels(Process international address formats automatically in labels, templates and mailings)

Flexible search feature using all fields in the CRM database with ranking (Each field in the database can be used for searching, sorting, selection and mailings). Describe the flexibility of the searching functionality

Organizational structure and charts (Specify parent-child relationships between accounts and their subsidiaries or other divisions and envelop this information into a hierarchical and interactive organization chart)


2- Customer data - Total 14 Subjects 04/17/2023 5 of 30

2-6

2-7

2-8

2-9

2-10 Assign industry segments to customers

2-11

2-12

2-13

2-14

2-15

Automatic validation feature preventing identical company records (Prevent identical records from being entered into the database)

Merge duplicate accounts automatically into one account

Automatically move contact associated with one account to another account

Ability to provide a contact list by names, company, common activities,... with many to one account viewing

Assign credit ratings to customers (We have several ratings assigned to customers therefore we would require a number of different ratings fields)

Ability to limit field inputs to values in a drop down list

Ability to store scanned documents such as dealing mandates

Provide the standard KYC fields (Are these fully customizable?)

Provide details of further functionality that the CRM offers that would add value to managing customer data?


3 - Contact management - Total 14 Subjects 04/17/2023 6 of 30


Stan

dard

(S)

Cust

om (C

)

Enha

ncem

ent (

E)

Alte

rnati

ve (A

)

Una

vaila

ble

(U) Vendor Comments

3-1

3-1-1 Email3-1-2 mail3-1-3 fax3-1-4 Phone3-1-5 Describe the tracking technique

3-2

3-2-1 Single view to track all user tasks3-2-2

3-3

3-3-1 One-way3-3-2 Full two way

3-4

Ability to track customer activities received by:

Integrated and consolidated Calendar functionality to share CRM calendar with the team in Microsoft Outlook. (A user may want to create an appointment for another member of the team to call or visit a client.)

Customizable tasks or To do list per user

Synchronization with Microsoft Outlook (How is this achieved?)

Provide details of further functionality that the CRM offers that would add value to contact management?


4 - Marketing - Total 14 Subjects 04/17/2023 7 of 30


Stan

dard

(S)

Cust

om (C

)

Enha

ncem

ent (

E)

Alte

rnati

ve (A

)

Una

vaila

ble

(U) Vendor Comments

4-1

4-1-1

4-1-2

4-1-3

4-1-4

4-2

4-2-1 Execute4-2-2 Measure 4-2-3 HTML email marketing campaigns4-2-4

4-34-3-1 Select target groups4-3-2

4-3-3 Assign resources4-3-4

4-3-5 Target specific market4-3-6

Create mailings to target groups for marketing purposes

Send personalized email to defined group of clients based on certain selection criteria (in specific industry, activity/inactivity, customer type ….)

Create emails using word mail merge from selected CRM fields and with ability to add attachments

Send FAX and email broadcast to defined target groups

Control campaign distributions based on each customer preferences

E-mail marketing using predefined email and fax templates

Simple way to create fax, email printed version

Campaign management

Create and customize campaign steps, dates, resources,…

Track campaign progress and manage results

Define the promoted products for each campaign



4-3-7 Forecast campaign benchmarks4-3-8

4-3-9

4-3-10

4-4

4-4-1 Customisable call scripts4-4-2

4-4-3 Call timing and measure results4-4-4

4-5

4-5-1 Capture requests4-5-2 Visitor Data4-5-3 Click behaviour

4-6

4-6-1 Gross margin4-6-2 Net contribution4-6-3 ROI (return on investment)4-6-4 IRR (internal rate of return)

4-7

4-7-1 Budgeted performance4-7-2 Actual performance4-7-3 Variance4-7-4 Variance analysis explanations

Budget campaign financial results in advanced

Maintain fixed target list once campaign is started

Schedule multiple distribution events for each campaign

Telemarketing (Process and manage marketing related outbound call center activities)

Manage call scripts, questions, answers, information,…

Maintain call script results linked to customer record

Internet marketing (Link CRM to the public and internet banking web sites)

System calculates figures of each campaign

Campaign financial results presented in P&L (Profit and Loss) format including:



4-7-5

4-8 Competitor information management

4-8-1

4-8-2

4-9

Analysis by competitor, salesperson, products,….

Maintain competitor product information

Analyze competitor products against our products based on user defined aspects

Provide details of further functionality that the CRM offers that would add value to marketing bank products?


5 - Sales - Total 14 Subjects 04/17/2023 10 of 30


Stan

dard

(S)

Cust

om (C

)

Enha

ncem

ent (

E)

Alte

rnati

ve (A

)

Una

vaila

ble

(U) Vendor Comments

5-1

5-1-1 Milestones5-1-2 Decision makers5-1-3 Interactions5-1-4 Product level information5-1-5

5-1-6 Competition5-1-7

5-2

5-2-1 Prospects5-2-2 Current Customers5-2-3

5-2-4 User defined products5-3

5-3-1

5-3-2 Product Catalogue5-3-3

5-4

5-55-5-1 Covert quotes to orders5-5-2

5-6

Lead and Opportunity Management Lead and opportunity user- defined management to track all related data including and not limited to:

Incorporate internal sales methodologies

Multiple sales quotas for each sales resources during the same period

Quotation management Create and track quotes for:

User defined period (For instance a quote may only be available for 1 hour or 1 day.)

Ability to create a product information list

Create a 'Wikipedia' type area for detailed explanations of products and what these offer to customers

Ability to link or attach knowledge base articles to any CRM pages

Consolidation of quotation and turnover data at concern level

Order management

Modify and save orders till they are ready to be submitted

Pipeline analysis Analyze anticipated revenue based on:


5 - Sales - Total 14 Subjects 04/17/2023 11 of 30

5-6-1 Opportunities5-6-2 Quotations5-6-3

5-7

5-7-1 Turnover5-7-2 Potential5-7-3 Location, etc

5-8 Customer value management5-8-1 Measure5-8-2

5-9 Territory management5-9-1 Optimize account coverage5-9-2

5-10 Incentive and commission management

5-10-1 Develop compensation plans5-10-2 Implement compensation plans5-10-3 Manage compensation plans

5-11 Distribute workload automatically5-11-1

5-11-2

5-12

5-13

Sub-analyses of (for example, forecasts by region, branch, employee and product)

Visit planningDetermine required frequency of visits based on criteria, such as:

Optimize the value of bank customer's by assigning the costs of sales activities to individual clients

Distribution of sales resources across defined territories

New leads can be automatically assigned to treasury sales staff based on various criteria such as territory, products, sales type,…

Accounts can be automatically assigned to treasury sales staff based on various criteria such as territory, products, sales type,…

Ability to insert and assign a specific sales plan to a lead or customer based on the type of sale opportunity

Provide details of further functionality that the CRM offers that would add value to managing sales activities?


6 - Service - Total 14 Subjects 04/17/2023 12 of 30


Stan

dard

(S)

Cust

om (C

)

Enha

ncem

ent (

E)

Alte

rnati

ve (A

)

Una

vaila

ble

(U)

Vendor Comments

6-1

6-26-2-1 Manage service contracts6-2-2 Verify entitlement6-2-3 Manage service-level agreements6-2-4 Receive alerts when contracts expire

6-3 Complaint management6-3-1

6-3-2

6-4

6-4-1

6-4-2

6-4-3 Assign resources automatically

6-4-4

6-4-5 Link incidents to customers, products,..

6-4-6

6-4-7

Track customers incidentsAbility to search across all fields

Contract management

Record, handle and analyze complaints or issues

Create a workflow to ensure issues are tracked and resolved

Helpdesk support (Supports call centre functionality to process inbound service or support calls)

Use received request or template to create new incident or service requests

Provide a common, automatic, and personalised response to recurring customers requests or questions

Link support incidents to other incidents and resolve as a group

Live log of events and results of each incident

Consolidated view of all incident information in one page


6 - Service - Total 14 Subjects 04/17/2023 13 of 30

6-4-8

6-4-9 Distribute incident surveys automatically

6-4-10

6-4-11

6-4-12

6-4-13

6-4-14

6-4-15

6-5

6-6

6-7

Automatic escalation capability based on defined criteria

Survey responses can be automatically forwarded or escalated based on responses

Suggest questions based on service incident type, product, or user defined criteria

Emails responding to customers incident could copy customer account manager, or sales manager

Allow customers to enter incident to customer portal and link it automatically to customer account

Allow customer to initiate messaging from customer portal

Customer portal contains searchable knowledge base and FAQs

Service planning (Organize plan and dispatch service resources to meet service demands)

Service Analytics (Identify problems and trends and compare actual values with target values)

Is there any other functionality that the CRM offers that would add value to managing services activities?


7 - General - Total 14 Subjects 04/17/2023 14 of 30

7-25

7-26

7-27

7-28

7-29

7-30

7-31

7-32

Customized interfaceability to show the required fields in a different color, reorganize section placing,…

Ability to mass modify number of CRM records, activities, tasks (out of box feature or add on tool)

Ability to define and manage user role or profile

System is capable of supporting multiple legal entities and business units within legal entities using a single instance of the application

System support logical partitioning of the database by legal entities /business units codes to allow for secured and restricted access of the system to bonafide users of the legal entities/business units

System support authorized Group/HQ users to see data/information across legal entities/business units and able to get a consolidated view of information on a need basis

System support very low bandwidth consumption for providing high performance for access from remote locations with the application hosted in Bahrain and accessed across the group entities in different geographies

Support for a fully browser based end user access along with offline and mobile user access with capability of auto-syncing when in online mode


7 - General - Total 14 Subjects 04/17/2023 15 of 30

7-28 Is there any other functionality that the CRM offers that would add value in general?


8 - Technical requirements - Total 14 Subjects 04/17/2023 16 of 30


Stan

dard

(S)

Cust

om (C

)

Enha

ncem

ent (

E)

Alte

rnati

ve (A

)

Una

vaila

ble

(U) Vendor Comments

8-1

8-2

8-3

8-3-1 Full automatic integration8-3-2 Require some manual setup

8-48-4-1

8-4-2 Out of the box encryption capability8-5 Send alerts via a SMS gateway8-6

8-7 MS SQL support8-8 Integration API support for Java class8-9

8-10

Availability of one consolidated console to manage the solution (single tool to manage the daily bases activities to support business users)

What is the required development skills or knowledge required to customize the solution by our development team?

Active directory integration(Describe the used integration technique)

Mobile accessAccess and modify CRM data on mobile devices like PDA’s and Smart Phones

Offline Mode (ability to maintain a full local - offline copy for defined number of CRM records and fields data with two way synchronization)

MS-Outlook integration (Describe the integration technique and what versions of Microsoft office are supported)

Export data for interfacing to other systems (What options are available for extracting data?)


8 - Technical requirements - Total 14 Subjects 04/17/2023 17 of 30

8-11

8-12

8-13

8-14

8-15

8-16 Chat or messaging capability8-16-1 OCS integration

8-16-2 Third party integration (cost?)

8-17

8-18

8-19

Web services module (Application has a web services module to interface with other applications)

link to 'MynaVoice' (http://www.cybertech-int.com/10117/1/mynavoice.html)so that voice recordings can be accessed?

What are the recommended hardware requirements. On what basis are these recommendations made? How easy would it be to expand the environment in future

Cisco IP Phone integration What features does CRM have that can be linked to a Cisco IP telephony system?

Network bandwidth requirements to access the solution in Bahrain from other banks in UK, Egypt, Kuwait, Qatar, Oman, Iraq)

Can you provide details on bandwidth usage when running queries or reports?

Mapping tool to extract data from an existing CRM solution Describe if there is a facility provided to upload data as part of an initial take on. What method is used for this?

Monitor and diagnose the CRM environment with SCOM


9 - Cost - Total 14 Subjects 04/17/2023 18 of 30

No. Features/ Questions Vendor Comments9-1

9-2

9-3

9-4 Specify the licensing basis for the S/w

9-5

How the solution could offer a low TCO compared to other CRM providers?

What modules come as standard and which are licensed separately?

What is the estimated ROI of this project considering costs of software, hardware, consulting, personnel, training, and other investments over a 3-year period?

Typical cost of the future development request (Cost of adding new fields, tabs, forms,…)


10 - Support & Training - Total 14 Subjects 04/17/2023 19 of 30


10-2 Upgrade10-2-1 Provide details about the upgrade path

10-2-2 Frequency of updates10-2-3

10-2-4

10-3 What is the solution training plan?10-4

Support options (Cost, Time coverage, availability of local or regional support)

How would an upgrade of integration tools such as Outlook affect the CRM?

Will installing Windows service packs have any impact on the CRM?

Is there any certification available for the solution for IT support staff? i.e. training certification and exams?


11 - Customisation - Total 14 Subjects 04/17/2023 20 of 30


Stan

dard

(S)

Cust

om (C

)

Enha

ncem

ent (

E)

Alte

rnati

ve (A

)

Una

vaila

ble

(U) Vendor Comments

11-1

11-2

11-3

11-4

11-5

11-6

11-7

11-8

11-9

Create informal relationships between customers(For example two legally separate entities may have employees working for them that are related. Users will need to be aware of this informal link)

Provide Multi legal entity support with a single instance of the application, with the capability to allow for Group users to view/modify items at enterprise level.

Support for profitability calculations on dealsAre the calculations provided with the solution or will these require customization by AUB?

How much customisation can be done to the solution?

Ability to create tabs, fields, views by AUB team

Can we specify the attributes of a field (i.e. make a field a numerical field with 8 decimal places)

Full configuration features (Tailor the application by adapting interface, navigation, process and workflow)

Full workflow creation and customization by users.(Provide details of how much support may be needed by the vendor or it can be done by AUB developers?)

Full search/inquiry customisation by business users


11 - Customisation - Total 14 Subjects 04/17/2023 21 of 30

11-10

11-11

11-12

11-13

11-14

11-15

11-16

11-17

Full sharing of customised searches / inquiries across the business users. (Provide details of how much this requires AUB administrator to make them sharable if not fully supported

Full support for users customisation of their own screens / views. Provide details of how much support is required if not supported

Full sharing capabilities to easily share across the users without support of the CRM administrator

Creation of fields on a view that picks certain rates from the market data. (For example a customer screen may be customized to show the GBP/USD rate that is refreshed periodically or dynamically)

Store transaction data on the CRM databaseWhat changes will need to be made to the database to accommodate these?

Add extra fields to a transaction view or a customized view where the value is calculated from one or more other values in the viewFor example a profit field may be added to a view that is calculated from the ((price field - market value field) * currency amount field) * base currency. Does the solution provide for expression based calculations as well as simple arithmetic?

Use mathematical expressions to limit field inputs to values meeting that criteria For example, can we limit fields so that values have to be greater than zero, or less than today or between a range of numbers?

Ability to migrate the software in-house customisation when upgrading to new version


12 - Security - Total 14 Subjects 04/17/2023 22 of 30


Stan

dard

(S)

Cust

om (C

)

Enha

ncem

ent (

E)

Alte

rnati

ve (A

)

Una

vaila

ble

(U) Vendor Comments

12-1

12-2

12-2-1 Different levels of auditing12-2-212-2-3 Document usage audit12-2-4

12-3

12-4

12-5

12-612-6-1 Views12-6-2 Tabs12-6-3 Fields, etc

Kerberos as a default authentication methodif not, what is the used authentication method?

Auditing all CRM events, activities,...(Describe the auditing capabilities of the CRM)

Describe if there is any performance degradation from auditing at different levels?Check-in / Checkout document management

Full configuration of user rights (Define fine-grained access rights for users and groups to the CRM modules, records and fields within each module). Describe the process of applying security at the various levels

Support for a user existing in multiple business groups.

User can be assigned a higher role in one group than another? (For example you may want a user in one entity to have full read/write rights in a screen but have read only rights in the same screen for a different entity)

Manage security features to hide



12-7

12-8 Encrypt the offline data12-8-1 Purge office data remotely

12-9 Access Control12-9-1

12-9-2

12-9-3

12-9-4

12-9-5

12-9-6

12-10 Integrity

Fully access controlled security for segregation both within entity for business units and across entities to ensure data confidentiality and protection laws as per jurisdictions can be adhered to

Unique User Identification(The application should identify each user by a unique user id)

Access Security(The application should provide File, Record and Field Level Access Security)

User Classes(The application should support different user classes like manager, clerical staff etc)

Role Based Access Control(User privilege should be assigned on the basis of their "role")

Inactivity Timeout/Automatic logout(The application should logout the user after "n" minutes of inactivity. (The vendor should clearly mention how the unsaved data will be protected during the "inactivity timeout"))

Segregation of Duties(no single individual should have control over two or more phases of a transaction or operation)



12-10-1

12-10-2

12-11

12-12

12-12-1

12-12-2

12-13 Encryption12-13-1

Integrity of data while at rest (The application should prevent/identify the data from being modified by database administrator)

Access to Data through application(The application should ensure that the data is accessible only through the application. A database call by users should not provide access to data.)

Integration with SSO and ADS(Application should have the feature to integrate with Single Sign On like MS Active Directory Service)

Transmission Security(Application should have the following security controls for the data while in transmission)

Integrity Controls while in transmission(Data integrity should be ensured while the data is in transit through a LAN or a slow WAN link and the event of link/system failures)

Encryption while in transmission(Encryption mechanism should be available in the software for protecting the data while in transit)

Encryption Strength and algorithm used(Application should support encryption strength of 128 bits at minimum. Application should support strong encryption algorithm such as 3DES, AES etc)



12-13-2

12-13-3

12-13-4

12-14 Password Security12-14-1

12-14-2

12-14-3

12-14-4

12-14-5

Message Encryption(All messages from the application should be encrypted)

Data encryption(Data should be encrypted using 3DES or AES with a minimum of 128-bit encryption)

Password Encryption(All passwords within the application should be encrypted with 3DES or AES with a 128-bit encryption at the minimum)

Minimum password length(Application should support a minimum password length 8 characters)

Password Expiry(The account should be locked after 3 invalid logon attempts)

Account Lockout after invalid logon attempts(In the event of 3 invalid logon attempts, the user id should be disabled or the workstation should be disabled)

Support/enforcement of complex passwords(The application should force the users to use complex passwords that has mixture of alphanumeric, upper case, lower case and special characters)

Password history(While changing the passwords, the system should not accept 12 previously used passwords)



12-15 System Logging Features12-15-1

12-15-2

12-15-3

12-15-4

12-16 Reporting12-16-1 Unsuccessful login attempts12-16-2 List of roles/profiles12-16-3

12-16-4 List of locked or deactivated users12-16-5

12-16-6

12-17 PCI DSS12-17-1

Logon success/failures(Application should log all logon successes and logon failures)

Data access failures(Any data access failures should be logged)

Privilege escalation attemptsPrivilege escalation attempts should be logged and prevented. (Privilege escalation attempts means that after logging in as normal user, the user could elevate his/her privilege through some means and access the data for which he/she has no authority.))

Unauthorized access attempts(Users attempting to access the data for which he/she is not given the authority)

List of user profiles by department/branch, user id in alphabetical order

List of access to a specific screen/function or utility

List of changes to parameter / configuration files, static data

Card Information Exposure Points(Card information, if any, should be masked at all exposure points --like display, reports, etc)



12-17-2

12-17-3

12-18 Data Sanitization and error handling12-18-1

12-18-2

12-18-3

12-18-4

Card Information Data at rest(Similarly provision should be in place to have masking/encryption for card information data at rest.)

Sensitive Customer Information(Strict access controls and encryption should be in place for customer sensitive information.)

Cross Site Scripting (Cross site scripting (XSS) should be checked within URL query strings, user cookies and form fields value.)

SQL Injection Attack(Application should perform data validation to protect SQL injection attack)

Hidden Field Manipulation(Application should prevent Hidden field manipulation)

Output Sanitization(Application should be carrying out appropriate data sanitization before delivering the output)


13 - Reports - Total 14 Subjects 04/17/2023 28 of 30


Stan

dard

(S)

Cust

om (C

)

Enha

ncem

ent (

E)

Alte

rnati

ve (A

)

Una

vaila

ble

(U) Vendor Comments

13-1 Reporting and analysis13-1-1

13-1-2 Provide a reports list in a separate tab

13-1-3

13-1-4

13-1-5

13-1-6

13-1-7

13-1-8

13-1-9 Scheduled reporting13-2

13-2-1 Online13-2-2 Batch

Provision of standard reports from the system cover all activities of sales, marketing, and services modules

Generate customized reports by business users

Reports are shareable between team members. (Provide details of how this is achieved: by IT or business users)

Multiple formats of reports: Excel, PDF, webpages, XML, CSV. (Provide details of the different formats)

Ability to attach Bank logo to the solution generated reports

Results of inquiries or reports could be drill through/down

Support for dynamic updating of data (for example if data is exported to excel but the data is then changed within the CRM will this update the spreadsheet)

Integration with the Reuters market data platform


13 - Reports - Total 14 Subjects 04/17/2023 29 of 30

13-2-3 Out of the box feature (No extra license required)


14 - Background - Total 14 Subjects 04/17/2023 30 of 30


14-2

14-3

14-4

14-5

14-6

14-7

14-8

14-9

14-10

What is the solution market share compared to other competitors?

Provide customer references of clients who are using CRM in a similar, Treasury environment (Locally, regionally, and internationally)

How many clients do you have in the MEA region and how many clients do you have that are using the CRM in a Treasury environment

Deliver POC exercise on the Banking version (Demonstrating the solution capability of delivering current and future business requirements)

Estimated delivery time (for the first phase that include the data extraction from OPICS which is the Treasury's deal booking and positions keeping system)

What are the key product differentiators between other CRM's?

How long has your Company been in existence?

How long has the CRM solution been available in the market?

How long has the current version been available?

What are the largest number of users using the CRM on one instance?

Documents

Sales Territory Plan Excel Template2