CAB Release Presentation - RFC#86503 oCRM CORP 20200519_v0.2draft

Change Advisory Board (CAB)
Meeting

For Release Approval on 19th MAY 2020

Internal Use Only

Release Review and Approve

RFC # Title Release Change Owner Change Implement Schedule
# Manager

86503 oCRM Project 2.0 Rattaporn, Suwanee 1. Downtime #1 (4 hrs)
Sayamon L.
(Go-live CORP [Tue 19MAY20, 13.00 – Wed 20MAY20, 17.00]. oCRM Digital is
R1) not available

• Backup VM Servers and DB

• Upgrade CRM Dynamics from Version 8.2.2 to 8.2.10

2. Downtime #2 (4 hrs)

[Wed 20MAY20, 08.00 – 12.00]. oCRM Digital is not available

• Backup VM Servers and DB

• CRM Deployment - Manual Configuration

• Update VTBL due to remove Campaign Letters

• Import Corporate CRM Solution

Following are No Downtime

3. oCRM Corporate Deployment for 2.5 days

[Wed 20MAY20, 13.00 – Fri 22MAY20, 17.00]. oCRM Web
Deployment, SSIS, IIS, NFT, Alert Services, Windows Jobs,
Plug-in, Workflow, Master Data, Options Set, Deploy Checklist

4. CRM Data Migration: Corporate Customer for 2 days

[SAT 23MAY20, 09.00 – SUN 24MAY20 23.59]

5. Post deployment checklist and smoke test 3 days

[Mon 25MAY20, 09.00 – Wed 27MAY20 17.00]

Internal Use Only 6. Corporate GO Live (Soft launch for Pilot 30-40 users) –
2
Thu 28MAY20 09.00

Corporate : Scope (Phase1-Release1)

Role Based
Dashboard

Case Management Corporate Customer
(Complaint & Service Request) Single View

Operational Customer Relationship Management

OCRM

Sales and Prospect Activity Planning
Management
Appointment 3
IInnterrnnaall Use Only and Call Report

Corporate : Business Unit (User Hierarchy)

BBL

Thailand Consumer Digital WorkStream
Corporate Banking (On Production)

Research & Corporate WorkStream
Analytic Phase1 Release1

Campaign Corporate WorkStream
Next Release

Corporate Transaction Client Treasury Commercial Business Special Non CRM
Banking Banking Banking Banking Asset
Service User Role Management
User Role Center - Treasury Sales
- Business Unit Head Person No License User in
- Cluster Manager User Role Phase1
- Division Manager - Client Service
- Relationship Manager Team Lead
- Relationship Officer
- Client Service
Officer

Corporate Service Trade Finance User Role Metropolitan No License User
Unit - Head of Trade Finance Business Banking in Phase1
Corporate Cash - Trade Finance Sales
User Role Management Manager Provincial
- Corporate Service Manager - Trade Finance Sales Business Banking
- Corporate Service Group Supply Chain Team Lead
Lead Finance - Trade Finance Sales Metropolitan No License
- Corporate Service Officer Person Commercial User in Phase1

User Role Banking
- Treasury Sales Person
Provincial
Security Service Commercial
Department
Banking

IInntteernnaall Use Only 4

CRM Modules Implemented on CORPORATE
May+June Workstream

Work Stream Product from

System module Sub-module Digital Branch Contact Corporate 
Marketing Marketing Centre 
Campaign  
Sales Management   
  
Contact Center Prospect  
Management   
Account Opportunity 
Retail Management   
Sale Process 
Customer Service Configuration   
VeriTouch Sales Target (Goal)  
Customer Management   
Retention Contact Center 
  
Customer Search Module   
Reports & Authentication  
Dashboard
Disposition  
Corporate Single  
 
View 
Retail Single View 

Case Management
Case Process
Configuration

Account Planning

Call Report

Customer Search 
Reports 

Dashboards

Internal Use Only 5

RFC for Release Approval (1/4)

RFC Background Information: RFC No. 86503

Change Description oCRM Project has 4 workstream. OCRM for Corporate Customer is 2nd workstream to
implement functionalities of
- Customer Single View
- Activity Planning
- Appointment & Call Report
- Sales & Prospect Management
- Case Management
- Role Based Dashboard

Reason of Request - Collaboration Platform for customer facing teams
- Improve cross-functional activity planning and collaboration
- Centralized database for customer relationship and interaction

Request Objectives - Release 1 will used by ROs & RMs for selected customers & Sales teams of Trade Finance,

Cash Management, Supply Chain Management & Treasury and will be rolled out to around
400 users in a phased manner – 4 Pilot rollouts are planned

Requester Chidchai / Rattaporn

Change Manager Suwanee

Project Manager/ Chidchai/Rattaporn 6
Change Owner
All IT impacted oCRM IT Team
Infra Team & Operation: DBA, WPEG, Network, SAN, OPH, Security
RFC Approved Date Other Apps : RM, CRM, TF, E-Channel, Loan&Related, HRMS, MIS
Implemented Date June 18, 2018

Internal Use Only Dev: 18/12/18-22/04/19 , SIT : 10/04/19-07/11/19 ,
UAT: 18/06/19-03/02/20 , NFT: 06/08/19-07/02/20 ,
DM: 27/07/19-07/02/20, more detail see next slide

RFC for Release Approval (2/4)

Implementation Information: RFC No. 86503

Implementation Plan Downtime 2 time: 19MAY (13.00-17.00) and 20MAY (08.00-12.00)
3.5 Days for oCRM Deployment and Checklist
2 Days for Data Migration (Weekend)
3 Days for Post Data Migration Checklist and Smoke Test
Total 8.5 days
(more in OCRM Production Deployment Playbook slide)

Back Out Plan -Database Server Restore all database : oCRM OU DB, VRPCRMIntegration DB, BCS DB
-VM Servers: Front End (4), Back End (4), SSIS/Report (1)  Restore VM backups
Customer Impacted
Areas During Downtime#1 and #2 – oCRM Digi will not available, the impacts are:

1. For IB/MB – Customers who use IB and MB will not see any campaign. They will have 1
second timeout when calling oCRM via VTBL API. They will disregards any timeout during
this time.

2. For oCRM Digital users – they cannot setup any campaign during this time.

Internal Use Only 7

RFC for Release Approval (3/4)

Implementation Readiness: RFC No. 86503

Business • Identify the business readiness in the following areas, specify if it is not applicable.
Readiness • User sign-off or agreed on the implementation plan
• Business processes have been tested, documented and communicated/trained
o • Business user support group/ Help desk staff (if required) are ready, communicated/trained

and scheduled
• Business verification plans are ready and scheduled
• Customer communication plan is ready and scheduled
Note : See appendix X – Roll-out plan

Testing • SIT : No critical defects
Readiness • UAT : 3 iterations, total 688 defects, 414 closed, 53 deferred, 89 duplicated, 132 rejected. No

major or high defects.
• NFT-Security found total 9 defects, all closed. DSA sign-off 4 out of 5.
• NFT-HA: found 3 defects, all closed. DSA sign-off done.
• NFT-Performance: found 5 defects, all closed, 2 with conditions: DSA sign-off is on

progress.
• Data Migration and daily load: all closed.
• Dress Rehearsal: 3 Rounds have been practised. First round failed due to data verification.

2nd was no issue, and 3rd round is under Smoke test verification expected to close all.

Solution • Implementation Playbook is finalized.
Readiness • Data Migration has been executed for 3 rounds plus 1 Performance test round.
• Dress Rehearsal has been practised for 3 rounds.
• Data Verification checklist, Deployment Verification checklist, Smoke test (DR3) by business

also have been conducted.

Infrastructure & IT • 2 Firewalls, 1 NLB Changing, 1 SAN Storage change requests – all done.
Operations • OPH, I/O, WPEG, DBA – no change on SCOM Monitoring

Readiness

8

Internal Use Only

RFC for Release Approval (4/4)

Implementation Readiness: RFC No. 86503

Support & • oCRM IT Support – new oCRM Admin (K. Weerayut), new oCRM Business Admin (K.
Monitoring
Duangjai)
Readiness • Plan to attend training “Dynamics 365 Admin course” - oCRM IT Support and WPEG to

increase the knowledge.

Project Readiness • Down-time to be communicated with ACM team and IB/MB team on 14 May.
• QM(QC) has reviewed and signed-off at all quality tollgates (if needed).
• Functional tests (UAT, Pre-Production) and NFT are closed, no major or high defects.
• DR 3 rounds have been delivered.
• Implementation Playbook is finalized.
• Vendor (VeriPark) committed to have on-site support during first 3 months after Go-live
• Soft-launch with 30-40 pilot users for day1.

Internal Use Only 9

Corporate Release – Overall Roadmap

© 2019 The Capital Markets Company. Capco Confidential. All rights reserved. 10

OCRM Integration Diagram • Server Infra Change
-oCRM FE (4): no change
IB / MB Web IB / MB App Server Secure Mailbox Active Directory Host System -oCRM BE (4): no change
Server Customer -oCRM SSIS/Report (1): no
Card Link change
4 HTTPS/Web HTTPS/Web TCP Mutual Fund -oCRM DB: SAN Storage:
Service Securities additional disk 1,275 GB
1 Service Debit Card (see next slide)
TCP/ Deposit
SQL HTTPS/Web 6 • Network Change
Service Loan -Firewall: add 2 connections
CRM / CRM Web Server VeriLink HTTPS/Web ESIS iB&mB Registration -NLB L/B: Enable stickiness from
Intermediate 10 Integration Server Service SMS Registreation SSIS->NLB->FE
( VTBL ) 7 See next slide
Database 6 PromptPay
Do not contact • Client PC/Notebook
8 TCP/ TCP/ Web Web HTTPS/Web HTTPS/Web HTTPS/Web CCIR/Black List -IE: need at least v.1.799
TCP Service Service Service Passbook Condition -Outlook Connector for MS CRM
SQL SQL Service Service v.8.2
TCP/SQL SAS - AML -IE Setting with Group Policy for
SSRS / CRM App Server SMTP/ Exchange Bancassurance “Login with Current user and
SSIS Server 9 POP3 password”
SharePoint ... -Deploy with SCCM tool
HTTPS 23 Server

5

TCP/SQL HTTPS CTI Connector Open System / Service
Smart Card
TCP/SQL RMG
MCOM
FTP X-COM TCP Cisco UCCE
Oracle ACM (Batch File Integration) SMS Gateway
Be-Merchant
FTP sFTP Server TBD Be-Wallet
LAPS2000
BCS
SSIS/DB Server Branch Registration
Transact
Oracle ECAI / CCIS / CI / DMS
Open System / sFTP
New Firewall EDDS / EPPL
Enlite / IPP
BBL System Veripark System BBL Branch & CC BBL Corporate New Data
source

Internal Use Only 11

OCRM Logical Diagram

Active Directory (AD) Exchange Server SharePoint Server SMS Gateway Cisco UCCE CTI
BBL Shared Services
Contact Center Connector

Web VeriTouch Web Services (VTBL) Retail Customer Single View Corporate Customer Single View VeriLink Integration Web Service MS SQL/Oracle CBS
Browser (CSV) (CSV) VeriLink Schemas VeriLink Integration Adapters
X-COM / SFTP BCIS
MB Marketing & Campaign Sales, Prospect Management and
Management Goal Management ACM
IB
Unified Service Desktop Contact Center Functionality Card Link/
Email UPP
Case Management Customer Retention (Call Report +
Activity Planning) AML/
Dashboards and Reports FATCA
Authorization
CCIR
Bank
Trade

SMS VeriTouch UI Customizations VeriTouch Base Module Enlite
Microsoft Dynamics CRM Web Server CI
Real-time HTTPS(ESIS / Open Systems)
Integration CCIS

IVR VeriTouch Plugins/Workflows ECAI

ETL DMS
KingswaySoft
Secure Server Side Sync EPPL/
Mailbix EDDS

Microsoft Dynamics CRM App Server Other
Systems
Website
Teng-Updated
CRM Report VrpCRMIntegraiton SharePoint DB
DB DB DB ...

Corporate DS

Channels Front End MSCRM VeriLink DB BCS Batch BBL Back End
Layer Layer Config DB Microsoft SQL Database Server Migration Systems

InBtBeLrSnyastleUm se Only Veripark common components for all Workstreams Corporate Workstream 12

OCRM Network Change (done)

• Firewall: add 2 connections for new data sources

Location Type Source Destination Service Description
TCP-1577 Oracle Server (Corporate)
Rama 3 Add oCRM-Database (BCS DB Server) ECAI/CCIS/CI/DM (Production)
Rama 3 Add 10.150.20.241_IT-CRMDBB1101 IP Address: 10.150.17.194, 10.150.17.196, 10.150.17.197 445 SFTP
10.150.20.242_IT-CRMDBB1102 Hostname: exdbpd1-vip, exdbpd2-vip, expd-scan
10.150.20.243_IT-CRMDBBCLT1101
10.150.20.244_SQL Production (DBB) IP EDDS / EPPL/Enlite/IPP (Production)
oCRM-Database (BCS DB Server) \\172.28.10.20
10.150.20.241_IT-CRMDBB1101 (\\172.28.10.20\oCRM_Enlite
10.150.20.242_IT-CRMDBB1102 \\172.28.10.20\oCRM_Enlite\HRMS)
10.150.20.243_IT-CRMDBBCLT1101
10.150.20.244_SQL Production (DBB) IP

• NLB L/B: Enable stickiness from SSIS->NLB->FE

Internal Use Only 13

OCRM SAN Storage Change (done)

• SAN Storage: request additional disk 1,225 GB

DB Server Objective Current Size Available Available % New Size New Remark

(GB) Size (GB) (GB) Available %

Quorum 1 1 To support
oCRM
oCRM DB Data 800 218 27.25% 1000 41.80% Corporate
Log 400 97 24.25% 550 44.91% Workstream
TempDB 200 74.00% 350 85.14% (Go-Live
Backup 400 148 41.00% 500 52.80% 28/5/2020)
164 0.00%
Quorum 1 0.00% 1
102 50.29%
BCS DB Data 450 49 22.67% 700 49.67%
Log 200 24.50% 300 94.33%
TempDB 150 133 88.67% 300 85.14%
Backup 225 173 76.89% 350 57.01%
1,084 38.37%
Summary 2,825 4,050

Internal Use Only 14

UAT Test Result Report

Summary UAT Test Execution Status by Iteration

• UAT Test Period 30-Jul-19 to 10-January -20

UAT Test Cycle Total Defect Severity
Test Case
UAT - Iteration 1 Blocked Failed N/A Passed
UAT - Iteration 2 3508 2 242 261 3003
UAT - Iteration 3 312 - 304
273 - - 8 241
Total 4093 2 3548
- 32

242 301

• Defect Summary by Status and Severity

Defect Severity

Defect Status Total Defect 1-Critical 2-Major 3-Average 4-Minor
8 265 126 15
Cl os ed 414
Deferred 53 1 53 2
Dupl i ca ted 89 1
Rejected 132 10 53 33 15 6
Grand Total 688
76 49 23

394 261

Internal Use Only

NFT Test Results Report

• NFT – HA and Security (1 HA defect and 9 security defects, all closed)

Defect Defect No of Remark
Status Type defects
Closed NFT - HA 1 Alert Service – not support HA, closed with using SCOM by WPEG team
Closed NFT – 1 Major defect - SSL Weakness (enable TLS1.0, TLS1.1). Now all oCRM Web,
Security VTBL, Alert, Remind me, TMLImport and also IB, MB support TLS1.2.

Closed NFT – 8 Closed as per Security report (SMRSK2001 oCRM Corporate Workstream
Security Phase1 Penetration Test Result Report v1.2)

• NFT – Performance Test (5 defects)

No Defect ID Defect Summary Status Comment

1. oCRM_CORP_ SSIS's Prospect Package on Pre-Prod slow and cause Closed Move workflow to Plug-in
0832 DB freeze.

2. oCRM_CORP Scenario#1 Dashboard Peak - Average response Closed with Tuning with DB index. Max
time was 11 sec. while we are expecting less than 6 condition time > 5 sec sometimes.
_0826

sec.

3. oCRM_CORP Scenario#2 Corporate360 Peak - Average response Closed with Tuning with DB index. Max
time was 08 sec. while we are expecting less than 6 condition time > 5 sec sometimes.
_0827

sec.

4. oCRM_CORP Scenario#3 Call Report Peak - Average response Closed Tuning with DB index
time was 09 sec. while we are expecting less than 6
_0828

sec.

5. oCRM_CORP There are some page load response time issue in Closed Tuning with DB index.
Dashboard page (Open New Window) Need IE at least version
_0829 11.799

IInntteernnaall Use Only 16

OCRM Dress Rehearsal Status

DR Date Based Status Remark
Round solution Not completed oCRM Solution has been deployed. Issue on
Master data discrepancies with Production, so
1 27JAN – 29JAN UAT Digi we decided not continue the Data Migration.
We did go-thru all Playbook implementation.
2 4FEB – 25MAR Production Completed Data verification. Deployment Checklist. Data
oCRM Digi Migration and daily for performance test was
with remove conducted.
customers
and campaign We did go-thru all Playbook implementation.
data Same as DR2, we also had smoke test both
Digi users (for campaign) and Corporate
3 28APR – 15MAY Full Completed users.
Production
oCRM Digi

Internal Use Only 17

OCRM Production Deployment Playbook

• Key Deployment Tasks

More detail
of Playbook

Internal Use Only Author
oCRM IT Team
CAB Meeting for Release Approval
Created on [19 May 2020]

19 Slides

19

Appendix X –Scope & Functions

Internal Use Only 20

Corporate Data Model (Phase1-Release1)

IInnterrnnaall Use Only 21

Corporate : BBL Source System (1/2)

(11 Source Systems, 3 manual One Time , 11 CRM Entities)

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11.
Corporat Point Prospect User User Corpo Banking
Company Share Limi Enroll Role
Source System Data Category e of Financial holders (CCIS rate Relation
Conta /Enlite) ts & ed Group ships
ct
Utili Servic
zati es
on

1.CBS-RM System - Company Profile Country
- Owner Allocation
- BBL Group Code +
- KYC Rating RM_No
- Address (Mail)

2.CBS-RM (Master - BBL Group Code BBL
File) and Name Grou

p
Code

3.CCIS – Credit - ISIC Code, CRR ID Type RM_ ID Type + ID
FRR + ID No No No
Customer
Information System - Related Party Registra (not found in
- Point of contact tion CBS-RM)
- Prospect
- Address (Factory) Type +
Registra
4.Enlite System - Company Profile + tion No Registration Registration Registration
Primary Address Type + Type + Type +
(Office) ID Type
+ ID No Registration Registration Registration
- Company No No No
Financials OA
User + Company + (not found in
- Shareholder ID + FS ID Shareholding CBS-Rm
- Prospect Enlite Allocati and CCIS)
on ID

5. ECAI - External - Fitch Rating
Credit Assessment - S&P Rating
Institution Rating
System

6. HRMS (Phase1 - User Profile Staff Staff
Release1 – get - User Hierarchy ID ID

manual from user by Staff
ID
excel)

7.DMS - Data - User Portfolio

MSyasnteamgeImnteentrnal (Allocation) map to

Use OHRnMlSyin topic 22

no.6 by Staff ID

Corporate : BBL Source System (2/2)

(11 Source Systems, 3 manual One Time , 11 CRM Entities)

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11.
Point of Compan Share User User Corporat Banking
Corporat Contact holde Prospec Limits & Enrolled Role e Group Relations
e y Services
Source System Data Category Financial rs t Utilizatio hips

8.CI – Customer (CCIS/E n
Information
System nlite)

9.Bank Trade - Approved Country Country
- i-Trade Product for
- Trade i-Report Lending + +
- Email RM_No RM_No

Notification - Country Code Country +
- STP-Import - RM Number RM_No
- Tax3% - Channel
- Internal
10.EPPL -
Customs Service Code
Paperless e- (only Trade i-
Payment Report)

- A/C No (5 A/C) A/C
- Channel
- Enrolled Date (find RM No
from C2A)

11.EDDS - - Channel ID No (Find
Electronic Data - Enrolled Date
Delivery System - Internal RM No from
Bank
- Trade i-Report Service Code Trade)

Excel 1 - MIRW - RM Number RM No
(One Time) - Customer RM No
RM No
Background

Excel 2 – i-Trade - RM Number
enrolled date (One - Enrolled date
Time)

Excel 3 – Export

Document - RM Number

Preparation (One - Enrolled date 23

Time) Internal Use Only

Appendix X -Test Result Report

Internal Use Only 24

4) Data Migration – (1) Initial Load Result

Total Time BCS Time CRM Time
(BCS + CRM)
Entity
HOUR MINUTE SECON HOUR MINUTE SECON HOUR MINUTE SECON
1 Retail Customers D D D

28 26 3 6 47 4 21 38 59

2 Corporate Customers 1 25 45 1 23 43 0 2 2

3 Corporate Groups 0 7 20 0 0 1 0 7 19
4 Users 0 2 56 0 0 3 0 2 53
5 User Role 009000009

6 Company Financials 1 49 36 1 23 43 0 25 53

7 Banking Relationships 0 1 34 0 0 1 0 1 33

8 Shareholder 0 52 36 0 35 27 0 17 9
9 Enrolled Service 0 3 29 0 2 49
0 0 40

10 Limit And Utilizations 0 1 22 0 0 10 0 1 12

11 Authorized Caller 0 2 25 0 0 36 0 1 49
12 Prospect CCIS 0 9 27 0 0 50 0 8 37
13 Prospect-Enlite 0 5 20 0 3 45 0 1 35

Total 33 8 2 10 13 12 22 49 50

IInntteernnaall Use Only 25

Appendix X – Business Readiness

Internal Use Only 26

Corporate Rollout plan – 4 groups

Modules Corporate Corporate Trade Client Cash Treasury iSupply
Banking Service Management– Team Lead – Sales
service Finance - Sales
Unit (CSU) - Sale

Pilot#1 1. Customer 22 12 29 4
27-Feb-2020 Single View
2. Dashboard
3. Sales and Division :
Prospect - Multinational 2
Management - Light Industry

Pilot#2 4. Activity 81 29 47 8 14
24-Mar-2020 Planning 48
228
Pilot#3 5. Case 228
8-Apr-2020 Management

ALL 6. Appointment
11-May-2020 7. Call Report

Total 48 29 4 47 8 14
Users

IInntteernnaall Use Only 27

Corporate Rollout & Training plan

February 2020 March 2020

SUNDAY MONDAY T UESDAY WEDNESDAY T HURSDAY FRIDAY SAT URDAY SUNDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY

1 1 2 3 4 5 6 7

IeWf IeWf IeWf

2345678 8 9 10 11 12 13 14

BBU BBU A/P A/P 2 A/P 3 A/P 4
Sale /Sale /Sale /Sale

103

Sale 72

9 10 11 12 13 14 Pilot 2 15 15 16 17 18 19 20 21
11
Pilot TFC Sale 0.5 day A/P 5 A/P 6 CSU CSU 2
11 13 TFC Sale 12 /Sale /Sale
CSU 6 19 18
TFC Sale 13 CSU 0.5 day 6 Client Service 2
CSU 6 CSU
Client Service 2 Client Service 2
222 23 24 25 26 27 28
16 17 18 19 20 21 22
Go-live
TFC Sale 0.5 day IeWf IeWf IeWf
12 Activity

CSU 0.5 day 6 Plan

Client Service 2 1

23 24 25 26 27 28 29 29 30 31

Go-live BBU

Pilot

April 2020 May 2020

SUNDAY MONDAY T UESDAY WEDNESDAY T HURSDAY FRIDAY SAT URDAY SUNDAY MONDAY T UESDAY WEDNESDAY T HURSDAY FRIDAY SAT URDAY
2 3 4 1 2
1

BBU

5 6 3 9
7 8 IeWf 10 11 3456789

IeWf Go-live IeWf

CSU 4

12 13 14 15 16 17 18 10 11 12 13 14 15 16

IeWf
IeWf
Go-live IeWf

APP / CR

19 20 21 22 23 24 25 17 18 19 20 21 22 23

APP/CR 1 APP/CR 2 APP/CR 3 APP/CR 4 APP/CR 5 IeWf IeWf IeWf

240

26 27 28 29 30 24 25 26 27 28 29 30

APP/CR 6 APP/CR 7 APP/CR 8 BBU BBU

IInntteernnaall Use Only 28