PROC114 - Provision of Salesforce Partner

Description

Summary of the work We require a “health-check” on our current Salesforce instance which will be supported by a remediation report and fixed cost for any works required. Expected Contract Length 2 years Latest start date Monday 17 August 2020 Why the Work is Being Done London & Partners. We are seeking a Salesforce Partner to support our Salesforce instance. Since implementation in 2019, Salesforce has now become our key business tool and is widely adopted throughout the organisation to support our overall business objectives. Since then we have managed support in-house, but we are now at the stage with two Communities portals and a steady stream of new business requirements that we need assistance from a partner to ensure we are delivering the best possible Salesforce solution whilst also supporting our day to day needs. Problem to Be Solved We require a “health-check” on our current Salesforce instance which will be supported by a remediation report and fixed cost for any works required. We need 8am to 6pm support to our Salesforce team on all aspects of our instance including optimising and supporting our current setup, making full-use of features and delivering or assisting to deliver as yet unspecified development work Offering expert advice regarding related matters such as Data Security and ongoing product development which lead towards best pratcie. Who Are the Users Our users are in US, Canada, China, India, France and Germany. We have 138 Salescloud licences and 45 Platform licences. We use Salesforce for: Managing multiple types of Leads and Opportunities Including Weaver integration Including Microsoft Dynamics NAV integration Managing Campaigns and integrations with DotDigital and Eventbrite Managing our interactions with partners and members of our cohorts Managing the Partner Portal (Communities) Including an integration with Sharinpix Managing the Alliance Portal (Communities) a portal for our campaign to increase consumer confidence in London post Covid 19 Calculating our GVA (gross value added) which is our main output measure Existing Team Head of CRM Salesforce Lead (currently carrying out all Admin Duties) Superuser Team CTO Current Phase Live Skills & Experience • Registered Salesforce Silver, Gold or Platinum partner (evidence required) • Must be London based • Specific experience implementing and configuring solutions within the Sales Cloud • Specific experience implementing and configuring solutions within the Community Cloud • Experience working with Salesforce integrations with Microsoft Navision, Eventbrite and DotDigital • Experience taking on a Salesforce instance implemented by another partner • Experience working with complex workflows • Experience challenging business process and re-engineering • Established, mature and proven governance model that includes lifecycle controls for quality, programme & project management, and that includes models for continuous improvement Nice to Haves • Experience engineering Salesforce solutions for Membership Organisations • Experience working with Not-for-Profit organisations Work Location London & Partners 2 More London Place SE1 2RR Working Arrangments We expect that work will be split between our premises (when that is possible) and remote working. No. of Suppliers to Evaluate 3 Proposal Criteria • Technical Solution • Cultural Fit • Value for Money Cultural Fit Criteria • To work as one project team with London & Partners; sharing knowledge and experience to upskill our internal team • Give examples of how you would work collaboratively with London & Partner colleagues • Ability to challenge our approaches, business processes and add value from previous implementations • Ability to be flexible to changing/uncertain requirements • Ability to add value through your support framework • Give examples of how you would transfer knowledge & skills to London & Partners delivery team • Work transparently and collaboratively in a no-blame culture, encouraging all to fail fast and learn from mistakes Payment Approach Fixed price Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers 1. Do you have an incumbent supplier or other preferred supplier in mind? No, we are open minded and would like to find the best supplier that matches our requirement 2. Please can you advise on your budget? We are working on a 2 year contract with a budget of between 65-70k 3. How many SalesForce experts are you hoping to work with? We are looking to work with a partner who can provide us with qualified expertise to carry out a health-check and provide ongoing support to our existing instance and (as yet unspecified) development capability 4. Hi, Seems a great opportunity to support London & Partners. Are you open to consider capable companies based outside London & within commutable distance to London? Yes we are open to consider that. 5. How many team members are you looking for? We are looking to work with a Salesforce partner organisation who can provide us with qualified expertise to carry out a health-check and provide ongoing support to our existing instance and provide development capability for as yet unspecified requirements. 6. Is a Salesforce Registered Partner acceptable? Yes we are looking for a Salesforce registered partner. 7. Updated summary of the opportunity London & Partners is looking to procure a Salesforce registered partner organisation to carry out a “healthcheck” on our existing Salesforce instance and provide ongoing support and development expertise. 8. For the health check outcomes, do you have your own SalesForce developers to remidiate our findings or would you require our specialists to support remediation? We would need the Partner to remediate the findings with the assistance if necessary of our in-house Salesforce Admin. It would partly depend on the findings and the technical skill required 9. Are we right to assume that the budget is to perform the healthcheck and reporting only and that additional costs may be incurred to bring onboard experts to implement fixes against findings? The budget is for the healthcheck, remedial works and the ongoing support 10. You reference 'On Going Support', does this include supporting your global users? How does it work currently and do you expect the new partner to cover user support and team support? No, these will be supported internally. Support is at a platform level 11. We are presently not a Saleforce Partner but happy to subscribe should we pass the evaluation stages. We have many consultants on the bench who hold 3 or more Saleforce Certifications who are more capable of delivering the work. Is this something worth considering in place of being a Saleforce partner. Only registered salesforce partners will be considered 12. Please could you confirm if your budget is only for the Health Assessment or for an on-going support/services for 2 years? The budget is for the healthcheck, remedial works and the ongoing support 13. You mention "fixed" price. Please can you confirm whether you will accept the level of support can be provided on a time and materials basis up to a ceiling of your budget, or are you expecting a partner to provide whatever services are required to 'maintain' your system for that period? No we are expecting a fixed price for the support and maintenance of our system appreciating that the health-check needs to take place first before that is agreed. 14. Have you already had a partner that can provide experience in integrating all 3 of the following Microsoft Navision, Eventbrite and DotDigital? Many partners are agnostic to different platforms as long at they have open APIs. Will lack of direct and relevant experience in these preclude a successful bid? No 15. "1) Noting the requirement to be London based – is that a requirement for all resource on the project, or are you open to expertise both nationally and internationally?2) Are there any “must-haves” for the specific tools mentioned (e.g. Eventbrite, DotDigital, MS Navision), or will experience with similar tooling and integrations be considered?3) How many hours of platform support would be predicted per annum" "1. We require all expertise to be in the London area2. Experience with similar tools and experience would meet our requirements3. TBC" 16. 4) In a previous question, you respond that the budget is approximately £70k for 2 years – you subsequently respond that the total budget includes health-check, remedial works and ongoing support. The fixed price remediation can only be quoted after the initial health-check and remediation plan work has been undertaken, what happens in the scenario that the cost to remedy is higher than your budget following the health-check? We will have to procure this as a separate piece of work but are confident that this will be within the budget 17. 5) Can you provide the Salesforce Optimizer (out-of-the-box, https://help.salesforce.com/articleView?id=optimizer_kick_off.htm&type=5 ) health check report to give an indication of custom objects, volume of applications and records, user volumes, customisation levels, workflows and rules (can be from a test/sandbox environment, not necessarily production)? This will help to understand the price in line with your budget. This will form part of the second phase of the procurement process