Riptide - SACU Salesforce Project Proposal

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San Antonio Credit Union Member Correspondence Solution Prepared by: Mohsen Abdoun 7/28/2015

Transcript of Riptide - SACU Salesforce Project Proposal

Page 1: Riptide - SACU Salesforce Project Proposal

San Antonio Credit Union

Member Correspondence Solution

Prepared by: Mohsen Abdoun

7/28/2015

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We thank you for the opportunity to present this new proposal for professional services and we

look forward to assisting with the technology development needs of San Antonio Credit Union.

Since 1995, Riptide has built a reputation of uncompromising quality and superior results,

developing and deploying large-scale enterprise systems. We absolutely stand by our products

and services 100% and will go to great lengths to ensure your complete satisfaction with our

work. More than 90% of our customer relationships extend over a five-year period, ensuring the

complete and total success of our clients’ initiatives.

Riptide is an American employee-owned company, employing only U.S. citizens, and using no

offshore outsourcing. We provide our customers with a superlative level of service. We’ll help you

maximize your investment in technology.

If you have any questions or would like further assistance with your project, we are at your

service. We look forward to building a strong relationship with you and your organization and we

are ready to begin work on your project right away.

The information contained within this proposal is accurate and will remain valid through 8-14-

2015.

Most sincerely,

Zenon Rawley

Managing Director

Thad Horning 407-595-3175

[email protected]

Senior Vice President of Professional Services

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Table of Contents Executive Summary ........................................................................................... 4

Riptide's Project Plan ........................................................................................ 5

5 Steps to Success .................................................................................................................... 5

Business Process Review (BPR) ............................................................................................... 5

System Integration Technical Assessment ................................................................................ 6

Solution Blueprint ....................................................................................................................... 6

Agile Project Implementation ..................................................................................................... 7

Engagement Management ......................................................................................................... 9

Application Customization .......................................................................................................... 9

Data Import .............................................................................................................................. 10

System Validation .................................................................................................................... 10

Reports and Dashboards ......................................................................................................... 10

Custom Training Program ........................................................................................................ 10

Post-Implementation Support ......................................................................... 12

Salesforce Support .................................................................................................................. 12

Admin Support ......................................................................................................................... 12

High Level Plan ............................................................................................... 13

Statement of Qualifications ............................................................................. 14

Overview & History .................................................................................................................. 14

Principals of Firm ..................................................................................................................... 15

Location .................................................................................................................................... 15

Vendor Qualification form ........................................................................................................ 16

References ........................................................................................................ 17

Client Satisfaction ............................................................................................ 25

Price Proposal .................................................................................................. 26

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Executive Summary San Antonio Credit Union is looking to explore integration opportunities with Salesforce.

Riptide believes that any successful project requires a thorough Business Process Review

(BPR). This process involves analyzing and documenting all existing business processes,

workflows and requirements as it relates to CRM system. This will be completed for the SACU.

Following the BPR, we will perform a detailed solution architecture and design, of how the

Salesforce CRM system will be designed and developed during the implementation phase. The

final solution document will contain the “blueprint” details and approach for the project, providing

all deliverables, level of effort (LOE) estimations and timelines.

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Riptide’s Project Plan

Our proven process helps Riptide guarantee a successful project outcome. During the course of

the project, we will be employing a five-step process, wherein the entire scope of the project—

from preliminary planning to post-project support—will take place. Our experience has shown that

keeping our clients and project stakeholders "in the loop" is the most efficient way to run a

project, which is why we have adopted an ‘agile’ project management methodology.

What this means for you is:

Complete awareness of your project’s status at all times

Increased input and ability to make changes mid-stream

Faster overall delivery of your project

Business Process Review (BPR)

Riptide’s Business Process Review (BPR) is a structured approach to identifying and

understanding the critical processes in your business workflow and outlining the ways in which to

improve them. Once the BPR is concluded, the Riptide team will detail the success factors you’ll

need to get the optimum performance from Salesforce, which includes a full project plan and For

SACU, Riptide expects to conduct a BPR for SACU as previously discussed, in order to evaluate

their unique processes. From those BPRs we will develop a solution blueprint.

What to Expect at Your BPR

Every company’s BPR is unique according to its specific goals and needs, but generally

speaking, the BPR session lasts about two to six weeks and includes the following discussion

points:

Executive Alignment: Q & A session facilitated by the Riptide team to understand your

overall business and that specific initiatives of your project.

o Series of group sessions based on availability of key executives to ensure clear direction and alignment of the business objectives and outcomes to be supported by Salesforce.

End to end business and sales process design

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Technical Evaluation:

o This includes a SACU guided review of the full functionality of Salesforce followed by an in-depth analysis by the SACU team of the current functionality of SF as well as other systems that may need to integrate with SF.

Review of standard functionality

Review of internal terms and acronyms

Review of documents provided and requested, as necessary

Protocols for use of Salesforce data, as well as specific information to be tracked

Discussion regarding existing data

Discussion regarding security

The BPR is a performance philosophy that aims to achieve quantum improvements by rethinking

and redesigning the way business processes are carried out. After the BPR, our recommended

solution will take into account your desired functionality, usability and adoption, data sources and

quality, key metrics you need to track and measure, reporting, access of dashboards, and

ultimate long-term goals of your organization.

Solution Blueprint

Riptide’s Solution Blueprint is very similar to an architect's blueprint. When you contract an

architect to design a home for your family, you want a knowledgeable professional who can lay

out every last detail of your home to ensure not only lasting safety and durability, but also a

comfortable and beautiful living space you can be happy with for years to come. The same is true

for your Salesforce implementation and customization.

Your Custom Solution Blueprint

Building on the analogy of the custom home, we know that the requirements for your home would

likely differ greatly from those of your neighbor's. Some may want three bedrooms and a pool,

while others may need five bedrooms and a 3-car garage. So at Riptide, we created the Solution

Blueprint—wherein we examine your business and its unique requirements and develop a plan,

or blueprint, customized to suit your business needs.

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The Solution Blueprint is comprised of ideas and suggestions we feel would most benefit your

company, but ultimately, you, our customer, make the final decision. Take as much from the

Blueprint as you want, or pick à la carte—it's your choice!

The Solution Blueprint gives you control over your project and allows us to implement the solution

you envisioned. With our Solution Blueprint, you receive:

Transparency – Complete insight into your project is always available

Reliability – You'll get a team of experts who are certified

Elegance – We design architect-simple solutions that lay the foundation for future growth

Recommendations – We create solutions to improve your business processes based on

industry best practices, and our own vast experience

Options – Choose the options for your project, whether you want the whole package or

just bits and pieces

Usability – Turn your Salesforce into a well-oiled machine where information is easy to

find, add, and send—and with fewer clicks

Centralization – We can help you discover how Salesforce can be utilized as your one-

stop-shop for all your business needs

Agile Project Implementation

Once the planning for your project is finalized through the BPR and Solution Blueprint. Riptide

can begin the actual implementation and development of your Salesforce project. To give you a

little background about the way we conduct all of our Salesforce projects, we would like to

introduce you to Riptide's Agile Development Method.

Agile Implementation Is Good for Business

When we first started implementing Salesforce systems for clients, we found that many clients

often didn’t remember everything they originally wanted in their project once it was complete, and

thus had no real way of measuring its success. So we began implementing an agile methodology

for project development, and almost immediately, our clients indicated higher satisfaction results

and greater project success. But we didn't stop there. We kept improving our strategies, honed

our project management capabilities, and ultimately came away with a proven method of project

development that has helped hundreds of our clients feel completely satisfied with the end results

of their project.

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Riptide's Agile Implementation enables us to keep things simple, gives us the opportunity to test

often, and allows us to get feedback from our clients frequently. And more important, our method

gives our clients the flexibility to add to or change the scope of the project at any time without

losing focus on the bigger mission—that of actually completing your Salesforce project on time

and within budget.

How You Benefit from the Agile Implementation

Measurable Objectives – Your Salesforce project comes complete with a set of

measurable objectives—set by you during your BPR process—that we will use as

guidelines when developing your project to ensure all your success criteria are met.

Increased Communication – Active user involvement is crucial to a job well done, and

that's why we're here—to deliver a top-quality Salesforce project to your company—and

your input is key during that process. Any questions, concerns, and even changes are

welcomed. The sooner we know, the sooner we can fix it, and the happier you'll be when

the project is finished.

Incremental Releases – Instead of delivering your project in one giant lump in the

typically problematic one-and-done scenario, we have discovered that smaller, more

granular pieces are easier to manage. With incremental deliveries, you get the

opportunity to modify the project as it grows, ensuring each piece of the puzzle fits

perfectly with your organization.

Ongoing User Testing – Throughout the lifecycle of your project, you will be able to test,

and retest your project as many times as you like, making certain that your project is

working exactly as you want it to right down to the very last click.

Invaluable Project Resources – From the start, you are given a team of resources to

help you during the life of your project including a Project Manager, a Salesforce

Consultant, and a Software Developer—each highly trained and ready to assist in any

way they can to make the development process go as smoothly as possible.

Detailed Work Schedule – We will provide you a detailed schedule consisting of project

timelines and deliverables so you know when to expect each item.

Helpful Recommendations – Not only do you receive a thorough set of options in your

Solution Blueprint outlining the features your project will need to be completed, you will

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also receive a list of valuable recommendations that can help your business run more

efficiently.

Flexibility – Being able to roll with the punches is imperative to the success of any

project, and at Riptide, we are experts in our field—meaning that no matter what new

obstacle we may be faced with, we can overcome it and move on to the next hurdle—no

questions asked. Agility is flexibility, and we perform for you.

Engagement Management

Your project will be assigned to an Engagement Manager who will act as the primary liaison

between SACU and Riptide. The Engagement Manager will coordinate, schedule and oversee

the services for which you have contracted. This will assure a smooth, prompt and successful

project implementation. The Engagement Manager will communicate the status of each project

step, budget and overall timeline, as well as maintain a list of outstanding project tasks. If

appropriate, the Engagement Manager will communicate items for management attention and the

status of key milestones. The Engagement Manager will also provide guidance to address

change management issues and user acceptance, as well as maintaining an ongoing channel of

communication between you and Riptide.

Application Customization

Based on the BPR, Riptide will build out the system to meet your requirements. Riptide will work

with SACU to customize the following areas:

Role Hierarchy

Sharing Model

User Setup

Creation of custom database objects

Please note that coded features can be very complex, require testing, and take a great deal of

time to customize.

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Data Import Riptide will work with you to define a plan for importing existing data from your company’s

databases. The data import plan will include Riptide providing a data templates (Excel or CSV

format) for SACU to use for providing data to us. SACU will be responsible for acquiring its data,

and then consolidating, normalizing, cleaning, de-duplicating and formatting the data to comply

with system requirements so that it can be imported by Riptide.

System Validation

Riptide will conduct a system demonstration meeting with you to ensure that the application is

customized to your satisfaction. Revisions will be made immediately to address any new or

changing needs. Validation meetings are also an opportunity to display the new system to users

not involved in the planning process. This step can help with change management by providing

this group with the opportunity to see the new solution and provide feedback prior to rollout.

Reports and Dashboards

While your solution may include many pre-defined reports, custom reports tailored to your needs

will be built and made easily identifiable to your users. As part of the report generation and

dashboard creation process, we will consult with you on the definition of report requirements.

Once reporting requirements are finalized, we will review your configuration to assure that it is

configured to collect the inputs to generate the desired reports, after which Reports and a

Dashboard will be created.

Custom Training Program

Riptide is committed to ensuring your success with Salesforce in all aspects, including custom

training. We have experienced, authorized Salesforce trainers that are extremely proficient in

both technical and end-user training. No matter what the subject or the audience; we will develop

a training program that fits your needs. Our sessions are custom-tailored to your specific

Salesforce instance so you receive a training course that will benefit you immediately.

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In order to provide you with the highest quality training, Riptide will:

Assess the training requirements and any specific needs of your organization.

Assess the current design and functionality of your Salesforce instance to ensure the

training is aligned with your organizational procedures and business model.

Develop a custom course that addresses your training needs and that is designed for

your current Salesforce implementation.

Riptide will assess the training requirements and any specific needs for your organization, as well

as the current design and functionality of your solution, to ensure the training is aligned with your

organizational procedures and business model. In addition, we will develop a custom course that

addresses your training needs and that is designed for your current implementation.

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Post Implementation Support Salesforce Support

Our solution will provide an intuitive, easy-to-use application, and most users will see its dynamic

functionality and understand the benefits of adopting the powerful new system right away. In

addition, most organizations also have a few team members who may need a little extra help

learning the tools and functional aspects of the program. But the fact is, universal adoption by

everyone is imperative to the success of your project. Riptide will ensure that your entire team

utilizes the application effectively.

Riptide is committed to providing you with a Salesforce implementation or solution that will benefit

your company for years down the line. However, in order for that to happen, your Admins and

Users must first learn how to use the program. Training is important, but even the finest

instructive programs don't always anticipate every question or problem your team may have once

they begin using the application. So we recommend taking advantage of the first 90 days after

your Salesforce project is completed by purchasing optional support blocks for your team to help

them have a richer Salesforce experience.

Admin Support

While Riptide does provide top-notch Admin training, there is simply a lot to learn. We often find

that extra support hours can be beneficial to our clients when a newly-trained Admin needs to do

things like:

Create complex Reports and Dashboards

Navigate various Record types

Set up multiple Email Campaigns with HTML templates

Develop new custom Applications

Add formula fields to Standard and Custom Objects

And much, much more

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High Level Plan This work order / proposal is for the solution design of rolling out a new Salesforce deployment to

replace the current instance in order to define the proper architectural and solution design to

accommodate all business users both current and new groups. The primary outcome is to

develop a clear statement for what needs to be done to ensure Salesforce will enable a more

efficient and effective execution of the go to market strategy and is properly designed to allow

easy scalability and support.

This outcome will focus on the following key areas:

Discovery and Design: Go-to-market Plan, Supporting Goals, Objectives, Metrics and

processes

Executive and Business Alignment – a clear understanding of the business objectives and

visibility necessary for the executive team to execute the go to market strategy

End-to-end Business and Sales Process Design – this will look at all relevant processes that

need to be executed through Salesforce, create process flow diagrams and use to design

Salesforce architecture and determine integration points to external databases as necessary

Technical Evaluation – an in depth evaluation of the current Salesforce implementation to

understand best practices and what data potentially needs to be moved to the new Salesforce

instance

Recommended Solution Design – a detailed description of the requirements from a technical

design and implementation to execute the business strategy

At the end of this phase, San Antonio Credit Union will be able to make a decision as to what will

and will not be done to Salesforce (From Management Reports and Functionality to Integration

needs).

Implementation – upon acceptance of the Solution Design phase one of the SF Reboot

implementation will begin following the strategy and kickoff meeting with key personnel/and or

business owners.

Support – following UTA go live an onsite resource will be available for support cases. This

resource will continue throughout the duration of the SF Reboot project and be available for

SACU software engineering needs.

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Statement of Qualifications Company History:

Riptide Software Inc. is a Florida C corporation (EIN No. 59-3341930), fully reporting since 1995.

All corporate records are filed and available for verification with SunBiz.org at

http://search.sunbiz.org/Inquiry/CorporationSearch/SearchResultDetail/EntityName/domp-

p95000070673-4bf10096-544f-4b71-9de5-5465a2e09065/riptide%20software/Page1, and is a

top-tier provider of cloud and mobile applications, enterprise system integration, and custom

software development.

Today Riptide technology partners include the world’s leading cloud platforms, such as

Salesforce, Amazon Web Services, MuleSoft, Twilio and Google. Our clients can be found in all

industry verticals, including hospitality and travel, high tech, manufacturing, and medical on a

national and global scale. They include Fortune 500 companies, small businesses, and the

Department of Defense.

Riptide has been assessed a CMMI Level 4 rating, and operates out of a secret-cleared facility

which has been certified every year since 2007 by the U.S. Department of Defense in support of

our military cleared activities. Nearly 75% of Riptide’s staff hold active secret or higher clearance

level.

1995 – Riptide was established as an enterprise level custom software development

company

2001 – Recognized by Deloitte & Touché as a Top 50 Fastest Growing Technology

Companies in North America.

2003 – Third straight year recognized by Deloitte & Touché as a Top 50, Fastest Growing

Technology Companies in North America.

2005 – Won Military Training Technology Top 100 companies

2007 – Won Silver Award from Horizon Interactive Awards

2007 – Became a Salesforce Certified Consulting Partner

2008 – Riptide won 1st place Response Award at Dreamforce

2010 – Won the Military’s Common Army Ranges and Target Systems (CARTS) and

Urban Operations Training System (UOTS) contracts.

2010 – 100 employees strong, headquartered in Orlando FL, focused on Cloud

Solutions, Consulting, and Development Services

2011 – Won the CACCTUS (Combined Arms Command & Control Trainer Upgrade

System) contract for the U.S. Marine Corps to develop a seamless combination of

simulation, 2D and 3D visuals, interfaced C4I, synthetic terrain, and review capabilities.

Contract valued at more than $45 million over the next 5 years.

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2011 – Won the RDS (Range Data System) contract for the U.S. Army to provide a

complete system including radio hardware and software to provide the command, control

and information infrastructure.

2012 – Riptide recognized as a certified member of the Green Business Bureau, we are

committed to maintaining environmentally responsible business practices.

2014 – Riptide was awarded CMMI (Capability Maturity Model Integration) Level 4, based

on a standard CMMI-based Appraisal Method for Process Improvement (SCAMPI)

covering the Orlando, FL facility.

The principals of our firm are:

Philip Loeffel – President / CEO

Barry Clinger – Executive Vice President / CTO

Kent Banks – Director of Engineering / COO

Maria Tess Martin – Director of Finance / CFO

Riptide is headquartered in Orlando near the University of Central Florida campus.

Financial Information:

University of Central Florida Main Campus

Riptide Software, Inc. 200 E. Palm Valley Dr. Ste.

2000, Oviedo FL 32765

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Financial Information

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References Marriott Vacations Worldwide Enterprise Systems

Riptide provides enterprise software systems, support and other technical services to Marriott,

supporting the Marriott Vacation Club, Ritz-Carlton Club, Grand Residence Club and Marriott

Vacation Club—Asia Pacific brands. Riptide's domain expertise in revenue management,

enterprise reservation systems and the hospitality industry continues to provide essential value to

Marriott for over a decade.

Riptide has provided solutions to track price and pace, improve revenue management, and track

property inventory that improve the bottom line for Marriott’s Vacation Club properties. Riptide’s

custom software development included reservation, concierge, and inventory management

systems all integrated to existing legacy systems.

Leveraging our enterprise architecture expertise, Riptide has provided SOA and ESB middleware

solutions, tying together complex back-end system integrations through standards-based web

services, with special attention to data integrity and system scalability and maintainability. Using

our UI/UX and web application development expertise,

Riptide has also developed large scale, branded, easy-to-use, customer-facing web sites with

rich functionality for capabilities including reservations, concierge services, rewards program

management, loan servicing, annual fees servicing, and profile management. Riptide provided

Admin Web Portals streamlining Customer Service's access to these functions and other

business critical functionality in global call centers with computer telephony integration (CTI). In

support of Marriott Vacations Worldwide's global sales centers, Riptide has developed web-

based sales tools for kiosks, desktops, tablets and other mobile devices, including native IOS

applications for iPads and iPhones, as well as responsive design for web applications used

across all devices and platforms.

Following mature software development processes and leveraging best practices has allowed our

systems to stand the test of time, many of which are still used and continue to be supported by

Riptide today.

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Starwood Vacation Ownership Enterprise Reservation & Inventory

Management System

Riptide was engaged by Starwood to build a next generation reservation and inventory

management system for their vacation ownership properties. These enterprise systems

contained a web-based portal, which was developed for internal customer service

representatives and property concierge resources. The systems were designed within a service-

oriented architecture (SOA) and contained many enterprise integrations to systems such as

property management, customer loyalty, and points. The enterprise system integrations were

achieved utilizing web service technologies such as SOAP and REST. The systems contained

many complex workflows and approval processes, which had to be carefully orchestrated with

other enterprise services to ensure data and transactional integrity. In addition to the complex

enterprise architecture, Riptide focused heavily on the overall UI/UX making the application

usability very intuitive, delivered high user adoption and acceptance of these next generation

enterprise systems.

Major Car Rental Company Rate Management & Analytics System

Riptide was contracted by a major car rental company to build a rate management and analytics

system, which aggregates and analyzes industry pricing data to keep the company positioned

highly competitively across all major markets. This enterprise system was developed with

ultimate scalability in mind upon a distributed cloud-based architecture. The elastic nature of the

cloud infrastructure allows the company to scale with computational resources, data aggregation,

and analytical processing during seasonal peak usage. The system has distributed service

oriented architecture (SOA) utilizing RESTful web service and messaging technologies. This

Enterprise Rate Management system runs data aggregation jobs within a map/reduce compute

grid with data feed integrations to online travel agencies (OTA) and GDS to aggregate all pricing

information. The system uses rule-based logic, which is applied to the large aggregate dataset,

including data retrieved from the reservation and inventory management system, to determine

competitive pricing analysis. The rate management then provides the revenue manager with

recommendations for pricing adjustments, which can be accepted or changed, then activated

with a "single click" to publish the new rates out to all online channels (OTA), GDS and other

internal enterprise systems. Riptide also focused heavily on the overall UI/UX, making the

application usability very easy with a goal of high user adoption and acceptance of this new next

generation system.

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Point Blank Body Armor Salesforce Sales Implementation

Riptide was contracted by a leader in high performance protective technologies to help

implement a business solution. Point Blank needed to be more effective, increase efficiency and

transparency, achieve higher user adoption, and create high scalability for the firm’s Salesforce

Sales application. Point Blank’s systems lacked visibility into the daily activity of sales reps.

Tracking was done manually in spreadsheets and disparate departments lacked communication.

The firm had no defined sales process, preventing accurate forecasting and prohibiting

management from recognizing what the sales team was doing. Riptide architected a simple,

user-friendly system, including an opportunity management pipeline, which walked users through

a series of steps to track their progress. We also built APEX triggers and VF pages to reduce

manual labor and make it easy to adapt. As a result, Point Blank now has the ability to manage

its sales activities with an automated Salesforce Sales application which promotes and enhances

communication. Its ease of use gives it a high adoption rate, walking reps through the sales

cycle. Managers can now easily track their sales team activities leveraging reports and

dashboards.

Marketplace Homes Salesforce Sales Implementation

Marketplace Homes is a growing firm that sells new houses and rents out clients’ old residences.

They contacted Riptide to help migrate them off a legacy Salesforce system into Salesforce

Sales solution. They wanted increased visibility into their properties, easy transitions from team to

team, and a scalable Salesforce solution. The primary challenge was the outdated CRM software

they were using, which lacked visibility into the overall business picture and failed to provide the

detail required to make decisions. Object relationships were not created correctly, reporting was

disorganized, and the system was slow. Many processes were manual, performed outside the

Salesforce system, and there was no communication among teams. Riptide architected a

solution to meet their business needs. We created different processes across objects, utilizing

Record Types and page Layouts, and created the proper relationships across objects to meet

reporting requirements. We implemented opportunity management, which housed all related

records and quick links to records that they often created from the Opportunity record. In addition,

we used APEX triggers and VF Pages. Marketplace Homes can now easily view its overall

business picture. They have reports and dashboards to help with decision making. All processes

are inside Salesforce Sales and everyone in the company is able to communicate. Customer

satisfaction has increased because employees were able to look up records that get valid

information to solve issues.

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kCura Salesforce Consulting, Development & Integration

Riptide has partnered with kCura for over 5 years in order to provide business process

automation, which ensures the smooth operation of various customer service avenues such as

monthly billing, knowledge base, ideas, community portal and more.

Utilizing Service Oriented Architecture (SOA), enterprise-scale messaging systems, Mule ESB,

and standards-based web services, Riptide developed a data aggregation system responsible for

aggregating large volumes of data from various installations of a kCura-owned software system

into Salesforce.com. The system processes millions of records per day in a highly efficient

manner, often importing hundreds of thousands of records into Salesforce.com in mere minutes.

kCura emails CSV files to the Riptide-developed integration middleware. The message-driven

middleware parses the CSV files, transforms the data into a Salesforce.com-useable format,

performs additional business logic to derive values, and uploads the records to Salesforce.com in

a high-volume, distributed ETL process.

In addition, Riptide also has developed significant customizations within kCura's Unlimited Edition

Salesforce.com org supporting over 500 full user licenses and over 3000 customer

portal/community licenses. Custom invoicing software utilizing Batch Apex to generate over 100

invoices per month and processing millions of financial datapoints was developed to support

kCura's finance department. Additional VisualForce components provide a PDF of the invoice to

be sent to customers, launching points to generate single invoices for an account and more.

At a customer facing level, Riptide worked closely with kCura to launch Communities during the

Communities Pilot for internal review. As soon as Communities became generally available,

Riptide worked with kCura to launch Communities with Ideas, Knowledge, and Chatter Answers

for over 3000 customer users worldwide. The kCura Community includes significant

customizations including a customized UI for Ideas, Google Maps integration, a custom training

tracker, support ticket management, and custom dashboards. Riptide has also developed Apex

triggers to support business process automation including automating support center quality

assurance auditing.

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VIPWink A New Mobile Media Distribution System

First Level Entertainment distributes entertainment applications through wireless carriers, carrier

distribution channels and Internet portals, with an eye on the eventual addition of retail locations.

They engaged Riptide to create a profitable new social media application that allows celebrities,

sports figures and brands to reach their followers with exclusive premium content not available in

regular mass social media streams. This new application would provide its users a way to

monetize

social media while building brand loyalty by providing followers/subscribers with exclusive, get-it-

first content not available through Twitter, Facebook or other “normal” channels. There have been

many unsuccessful attempts to monetize social media, with most using some form of advertising

structure. VIP Wink’s approach was to address the desire for celebrities and brands to generate

revenue directly from social media, but also to provide value to subscribers in a way reward

the patronage of their most loyal and dedicated supporters. Most social media outlets are one-

way vehicles to push information out with minimal opportunity to gauge interest or capture

feedback.

Riptide considered ways to enable these “VIPs” to interact bi-directionally and utilize the loyalty,

and providing a modern-day “fan club.” Leveraging Amazon Web Services, Riptide developed a

completely scalable system to handle the interaction between celebrities/brands and their

followers, which includes the management of rich media such as pictures, videos, text,

hyperlinks, and hashtags. A subscription system links the solution to the Apple Store and Google

Play Store. The solution was designed with interfaces for iOS and Android devices, and works

equally well on mobile or desktop browsers, allowing “followers” to choose their preferred method

of interaction.

Our modern, fully automated allows First Level Entertainment to offer “VIP Wink,” a premium

social media service that enables celebrities and brands to reach their target audiences and build

brand loyalty. These users are able to provide their followers with exclusive content, give

advance notice to these preferred consumers before news is widely distributed to the public, and

market their products with special targeted promotions. VIP Wink drives revenue to both First

Level Entertainment and its users, while providing value to the followers who subscribe. When

users market directly their social media outreach.

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Unity Gateway Nightclub Management System

Nightclub owners approached Riptide looking for a single solution to several of their business-

related issues. These issues begin at the door, where they were looking for a solution to the

manual, error-prone system of checking IDs to ensure patrons are of legal drinking age, thus

protecting the club from liability risks. In addition, club owners wanted a powerful tool for

collecting customer data demographics and generating detailed analytics; tracking customer

loyalty; providing vehicles for targeted marketing and campaign management; giving clients a

mobile venue for making table reservations; and creating POS integration with their database.

This single solution would help club owners manage their businesses, increase existing revenue

streams and potentially grow additional methods of income.

The nightclub industry needed a modern turnkey solution that is mobile, cloud-based, scalable,

and combines all of the features needed to empower business owners to properly manage their

properties. It was vital to create an automated system that would quickly and accurately IDs, with

a single solution to handle driver’s licenses from disparate states to accommodate out-of-town

guests. It needed online/offline mode, and it had to work quickly enough to ensure a club owner’s

door traffic would flow quickly. Riptide was also tasked with adding the data collection component

to the solution, allowing club owners to determine male/female ratios in real time and to offer

customer-specific promotions, like birthday specials. The solution had to collect data from POS to

track client trends and allow for targeted marketing through email, SMS and MMS, allowing club

owners to send clients text message and email blasts and attach virtual fliers to these

communications. It also had to have a mobile customer facing component, allowing them to

reserve tables from anywhere.

Riptide developed a multi-tenant, schema-based SaaS solution which allowed numerous clubs to

onboard but still have their data isolated from others. The main interface for ID validation were

IOS devices with attached scanners. The user interface incorporated a verification screen to give

customer data feedback, providing fields based on age, gender, spender ratings, guest check

average and other criteria. Riptide utilized Mule ESB to provide a stateless API, which could be

horizontally scaled using any servlet container on a cloud-based solution. The design’s flexibility

allowed us to create marketing components for targeting clients via email, SMS/ MMS and social

media. Riptide’s experience with Twilio was invaluable, allowing us to host SMS and MMS

platforms for marketing purposes. We also leveraged Amazon Web Services (AWS) for email

marketing channels, marketing wizards, and scalability under extreme conditions.

We designed a fully automated club marketing and management system that allows club owners

to plan and react to their clientele in real time. The Unity Gateway app not only limits club owners’

liability risk by eliminating errors with manual ID checks, but also provides these businesses the

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data they need to directly market to their clients, as well as detailed customer demographics and

analytics. Club owners using the Unity Gateway app can capture client data, create customized

reports, offer targeted marketing based on real-time customer analytics, track customer loyalty,

send marketing communications directly to their patrons, increase the rate of their doorway flow,

and increase their top line revenues. This single total management solution allows club owners to

drive more customers to their clubs and incentivize repeat business.

Deepstacks University Web & Mobile Custom Learning Management System

Deepstacks University was born at the World Poker Tour at the Mirage in Las Vegas. During

breaks, its founders often discussed the lack of quality poker education. They quickly realized

there was a market for poker training very similar to other online training and online video-based

instruction programs.

Mere lectures did a poor job of preparing people to handle real world situations. Based on their

experience, the founders believed situational training would be a more effective approach. In

situational training people are put in a series of situations, forced to react, and then critiqued on

their responses. Based upon this insight, Deepstacks Poker Training began holding live events in

multiple cities, eventually recruiting famous poker player Mike “The Mouth” Matusow as their lead

trainer.

Deepstacks was ready to address a broader audience, by moving its poker training online. While

traditional online poker training consisted of watching online videos, lecture-style, Deepstacks

wanted to transform the industry by delivering their new way of learning poker online. This

training program was called Deepstacks University. There was only one problem: while

Deepstacks had built strong competencies around poker instruction and contracted with many of

the top names in the world of poker, they lacked any sort of IT or software engineering support

infrastructure.

Deepstacks approached Riptide, a leading provider of cloud and mobile technology solutions,

consulting, professional services, and development, and proposed this revolutionary online poker

training system. They wanted to take the industry by storm with a custom Learning Management

System (LMS) that provided an interactive experience to their users from the web browser and

mobile devices. Riptide had previously built a similar system for the US Army, it was an ideal

candidate to build Deepstacks University. To achieve the vision for Deepstacks University, a

whole new business would have to be built. Deepstacks did not want to be in the business of

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installing and maintaining server or software infrastructure. Therefore, Riptide advised the

company to leverage a fully cloud-based architecture so that Deepstacks could focus on what

they knew best—poker. With the cloud, an entire Internet business could be built without a single

technical person on staff.

A specific cloud architecture and deployment model was chosen as the best choice for the needs

of Deepstacks University. There would be four elements to the solution. The first would be the

underlying infrastructure upon which the application would be built. This would be provided by

Amazon Web Services (AWS), an infrastructure as a service provider. The second would be the

state-of-the-art interactive multimedia instruction (IMI) learning management system (LMS)

custom developed by Riptide. Third, Salesforce would be used as the back-office system

containing all customer information.

Finally, the users need to be able to access all of the training content "on the go”, so a

companion mobile app was developed. The initial released app was a iOS based targeting

iDevices (iPhone, iPod & iPad devices) to keep all of the learners engaged. Riptide chose to

leverage the latest in rapid application development (RAD) technologies and selected

the Groovy & Grails technology stack. The technology decision was based off of Riptide's deep

internal knowledge of the Java platform, which could maximize the potential for code reuse. The

core application was designed from the start to be deployed on Amazon Web Services

(AWS).This would allow global scalability and service delivery to customers worldwide. Therefore,

the next step was to focus on the Amazon cloud infrastructure and integrations for handling the

distribution of rich multimedia content. The LMS system needed to have strong content delivery

capabilities, therefore Amazon S3 provided a storage repository for the Amazon CloudFront

content delivery network (CDN), which was used to ensure fast multimedia delivery across the

globe.

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References: Client Satisfaction Anthony Zybak (Salesforce & IT Manager) —

"We have been using Riptide for over 5 years now to do development work for us and

have been extremely happy with the services they provide. They have a wide range of

development expertise from being able to build simple triggers to automate processes to

design expertise for helping with page styling to being able to recommend and

implement cost saving alternatives for when you need to do workflow outside of

Salesforce. We are very heavy users of Salesforce and have built a lot of customizations

within it. We wouldn't be able to run our business as efficiently as we do without the

work they have provided for us."

Kath Matthews (VP) —

“We had a fantastic experience working with Riptide to integrate our system —

BriefingEdge — with Salesforce. The Riptide team was sensitive to our level of

experience with Salesforce, guiding us to the absolute best solution, which resulted in a

managed package that was easy to install into our Salesforce system. The Riptide

development process was very effective both in terms of offering options where

appropriate and communicating with us through weekly reviews. The constant two-way

communication ensured that any questions that arose during development were quickly

addressed. I would definitely recommend the Riptide team for their knowledge,

professionalism, communication skills and bringing in our project ahead of schedule and

within our budget!"

Ron Leventhal (Founder/CEO) —

"Riptide's creativity, problem solving and technical experience were essential in bringing

our vision for Deepstacks University to life. The team has years of expertise in cloud

computing technologies specifically around Salesforce development & integration, Rapid

Web Application Development, Amazon Web Services and Mule ESB, which were

invaluable cloud services when delivering and scaling our online business. I have worked

with many technology companies over the years but Riptide is first class company with

top talent. We continue to work with the team today and Riptide will be our preferred

technology partner for years to come."

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Pricing Proposal

Estimated Costs by Project Phase & Time Line

Project Resource Roles:

Multiple project resources will be required for this project. However, resource allocation levels for

all phases will be determined at a later time. We anticipate a mixture of partial and dedicated

allocation across multiple resource roles. Riptide uses a Matrix delivery model. We estimate that

the project team of two (2) resources will take 8 – 12 weeks (availability of SACU employees will

play a significant role in project time-lines).

Discovery & Design:

Riptide estimates that the Discovery & Design Process will take 80 to 120 NTE 160 man-hours.

To accomplish this for SACU, we estimate a total cost between $10,000 and $15,000 NTE

$20,000

Salesforce Implementation and AppExchange Solution Evaluation Implementation:

Riptide estimates that the solution design will require 200 to 450 NTE 550 man-hours. We

estimate the cost between $25,000 and $56,250 NTE $68,750.

Custom Integration Estimate:

Riptide will be able to narrow down this estimate after conducting the BPR until then a broad

range is required due to unknowns of selected systems. Integration could take 150 to 750 NTE

1000 man-hours. We estimate the cost between $18,750 and $93,750 NTE $125,000. This

estimate will be finalized through the Solution Design process.

*All activities and outcomes listed above have overlap dependencies and will be executed

concurrently as process and best practices dictate.