Customer Installation Process

Process Narrative
 
Created: 05/14/2008
Last Modified: 06/25/2008




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Table of Contents

   1.0   Customer Installation Process 
1.1   Sales
1.2   Customer Service
1.3   Installation Coordinator
1.4   New Dealer Install
1.5   Information Gathering
1.6   Schedule Internal Planning Meeting
1.7   Schedule Dealership Install
1.8   Demo the System to Dealership Users
1.9   Pre-Install Process
1.10   Install Plan Complete?
1.11   System Configuration
1.12   Installation and Training
1.13   Customer is live?
1.14   Transition to Customer Support
1.15   New Code or Forms needed by Customer?
1.16   Deploy New Code and/or Forms
1.17   Installation/Upgrade Complete
   2.0   Information Gathering 
2.1   Sales
2.2   Installation Coordinator
2.3   Interface Designer
2.4   A new Customer has been signed
2.5   Download the most current Information Gathering Checklist
2.6   Information Gathering Checklist
2.7   Create a new Customer Record in Salesforce.com
2.8   Salesforce.com
2.9   Do We Have Access to the Customer's DMS?
2.10   Secure access to Customer DMS
2.11   Communicate DMS information to Interface Designer
2.12   Load Standard Test Deals
2.13   Any Special Cases?
2.14   Load 'Special Case' Test Deals
2.15   Determine hardware requirements
2.16   Get at least Twenty (20) Sample Customer Deals (Loan, Cash, Lease)
2.17   Obtain copies of all Dealer Forms & Sales Materials
2.18   Document Menuing Requirements
2.19   Document any known Gaps or requested Modifications
2.20   Information Gathering Checklist Complete?
2.21   Sign Printed Information Gathering Checklist
2.22   Signed Checklist
2.23   Customer Files
2.24   Initial Information Gathering Complete
2.25   Pre-Install Process
2.26   Customer Installation Process
   3.0   Pre-Install Process 
3.1   Installation Coordinator
3.2   Interface Designer
3.3   Form Designer
3.4   New Dealership Install has been Scheduled
3.5   Review and verify hardware requirements
3.6   Review Sample Customer Deals (Loan, Cash, Lease)
3.7   Review Dealer Forms & Sales Materials
3.8   New DMS Mappings Required?
3.9   Map DMS data to the COIN Field Set
3.10   Interface Design Document
3.11   Review Interface Design Document
3.12   Review Menuing Requirements
3.13   Any custom modifications required?
3.14   Modification Design
3.15   Review and Revise Customer Install Plan
3.16   Sample Customer Install Plan
3.17   Notify Customer and Installation Team
3.18   Installation Planning is Complete
3.19   System Configuration
3.20   Customer Installation Process
   4.0   System Configuration 
4.1   Installation Coordinator
4.2   Hardware
4.3   Testing Coordinator
4.4   Interface Designer
4.5   Form Designer
4.6   Installation Plan is Complete
4.7   New docuPAD System?
4.8   Order desks and Procure Computer Hardware
4.9   Verify that the correct docuFORMS Software is in the Support Repository
4.10   Verify that the correct docuPAD Tablet Software is in the Support Repository
4.11   Interface Design Needed?
4.12   Create and test DMS Interfaces
4.13   Are New Forms or Form Changes Required?
4.14   Create or Modify Customer Forms
4.15   Load 3 Representative Customer Deals on Local Test System
4.16   Test Customer Forms against Standard Deal Data on Local Test System
4.17   Pass standard testing?
4.18   Load Customer Forms Library on the Support Repository
4.19   Add Presentation Media to the Support Repository
4.20   Configure Dealer Menus
4.21   Run Through the Deployer Checklist
4.22   Docupad Deployer Checklist
4.23   Ready to Deploy?
4.24   Run the Deployer for each docuPAD System
4.25   Veryfy Successful Delpoyment
4.26   Deployment Successful?
4.27   Pack for Shipment
4.28   Ship Product to Dealer
4.29   System Configuration Complete
4.30   Installation and Training
4.31   Customer Installation Process
   5.0   Installation and Training 
5.1   Hardware
5.2   Installation Coordinator
5.3   Product Development
5.4   DocuPAD Systems Are Delivered
5.5   Install Hardware
5.6   Verify the docuFORMS software version
5.7   Verify the docuPAD tablet software version
5.8   Verify the correct Customer Forms Library and Presentation Media are loaded
5.9   Is all the correct software loaded?
5.10   Load the Correct Software
5.11   Complete the attached Acceptance Testing Checklist
5.12   COIN Acceptance Testing Checklist
5.13   Manually Inspect All Forms That Were Changed
5.14   Passed Acceptance Testing?
5.15   Perform Customer Training
5.16   Any additional training required?
5.17   Any open issues?
5.18   Document Open Issues for follow-up
5.19   Customer Installation Process
5.20   Customer is Live!
   6.0   Deploy New Code and/or Forms 
6.1   Customer
6.2   Testing Coordinator
6.3   Installation Coordinator
6.4   New Form or Code Need In Production
6.5   Deploy Customer Version of docuFORMS Software to Local Test System
6.6   Load current Customer Forms Library on Local Test System
6.7   Load 3 Representative Customer Deals on Local Test System
6.8   Run Baseline Tests Against Deal Data
6.9   Pass Validation?
6.10   Shut Down System
6.11   Are Any New Software Updates Required?
6.12   Perform Software Update
6.13   Run Baseline Tests Against Deal Data
6.14   Pass Validation?
6.15   Shut Down System
6.16   Are Any Form Library Updates Required?
6.17   Load New/Modified Forms Library
6.18   Run Baseline Tests Against Deal Data
6.19   Manually Inspect All Forms That Were Changed
6.20   Pass Validation?
6.21   Shut Down System
6.22   Deploy Customer software to Production System
6.23   Deploy Customer Forms to Production System
6.24   Test Customer Production System
6.25   Customer system has been successfully updated


1.0  
Customer Installation Process  Process Narrative

Customer Installation Process
Description Repeatable process for installing software at dealerships.
Customer Installation Process

This high-level process flow describes the customer implementation cycle for a dealership, including the transition to customer support after the dealership goes live with the docuPAD system and a description of how ongoing software updates and upgrades are performed.

Linked Resources

Name Description Type
COIN Acceptance Testing Checklist [hyperlink]  Spreadsheet
Docupad Deployer Checklist [hyperlink]  Document
Information Gathering Checklist [hyperlink]  Document
Sample Customer Install Plan [hyperlink]  Spreadsheet


1.1   Sales 

1.2   Customer Service 

1.3   Installation Coordinator 

1.4   New Dealer Install 

A new dealership is approved for docuPAD installtion.


1.5   Information Gathering 

The first step in installing a new dealership is the Information Gathering process.  A detailed checklist guides the collection of key information needed for a successful deployment including, but not limited to:

 - Sample deal data (loan, cash, and lease deals)
 - Copies of all dealer forms and sales materials
 - Menuing requirements
 - Custom hardware requirements
 - DMS interface information
 - Any other special or non-standard requirements

Linked Resources

Name Description Type
Information Gathering Checklist [hyperlink]  Document


1.6   Schedule Internal Planning Meeting 

Once the Information Gathering process has been completed, an internal planning meeting with the sales and implementation team is conducted to review the customer's high-level requirements and identify a target installation date.


1.7   Schedule Dealership Install 

The target installation date is communicated to the customer and any potential timline dependencies or contraints are discussed.


1.8   Demo the System to Dealership Users 

The sales person demonstrates the docuPAD system to the target end-users of the system to familiarize them with the basic concepts and capabilities of the solution.


1.9   Pre-Install Process 

Prior to configuring and installing the system, all hardware and software requirements are reviewed by the implementation team to ensure that the system can be successfully implemented in the agreed upon timeframe.

Linked Resources

Name Description Type
Sample Customer Install Plan [hyperlink]  Spreadsheet


1.10   Install Plan Complete? 

The COIN team must be aware of any customer-specific requirements or timeline dependencies and agree on the customer installation timeline.


1.11   System Configuration 

Once the Installation Plan has been reviewd and approved by the Installation Coordinator, system configuration begins.  During the System Configuration process, all of the required hardward is scheduled for delivery to the dealership.  Concurrently, all of the docuPAD software, including all dealer-specific forms and sales tools, are loaded into the Support Repository prior to deployment.  After all of the software has been successfully deployed to each docuPAD system, the systems are packed and shipped to the dealership for on-site installation.

Linked Resources

Name Description Type