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SOFTWARE AND HARDWARE REQUIREMENT
Hardware Requirement
Processor - Pentium or Higher Version
Hard Drive - 5 GB or More
Floppy - 1.44 MB
RAM - 128 MB or More
Software Requirement
Window 00/XP
MS-SQL Server 2005 or Above
VB.Net 2008 or Above
Technology Requirement
Front End - VB.Net
Back End - MS-SQL 2005
STAKE HOLDERS
y Managementy Agenty Installery Supportery Other Staff Member
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CRM
(CUSTOMER
RELATIONSHIP
MANAGEMENT)
GROUP DETAILS
Sr No. Name Roll No.
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1 ROHIT THAKUR TYIT24
2 GAURAV TIWARI TYIT25
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ORGANISATION OVERVIEW
This organization is all about the Customer Relationship Management. The selling of
software product like Tally, Visual Basic, Microsoft Office etc. through agent. The
Organization gives the complete details about the product, installation are done by the
well experienced person.
The Organization keeps details of the entire customer. They give support for 1
year from the date of sales. The Organization also keeps report about the sales,
installation, and support.
DISCRIPTION OF SYSTEM
Software Company CRM (Customer Relationship Management)
CRM-To Manage All the Customer informations in Single Place(Customized)
Call Centery Inbound (CustomerTo Company)y Outbound (Company To Customer)
This application Divided into Two Part
y Agent Desk (Multi-user)y Management Desk (Multi-user)
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Agent DeskOutbound
Excel Data---------Importing To Database (SQL Server 2005)-Login----Data section in grid (it shows all the data present in database non called data)
Select the Data Double click on the data--It shows customerInformation in CRM withSpecific Fields like Phone No, Customer name, company name, Software using,
Address.Etc.After Completing the Call with the customer the will close the call with specific Codes
(CBKCall back, RNG Ringing, ENG Engage.Etc) with Remarks.
Inbound
2) Another option is provided here that is External Data option. That is inbound
(Customer calling to the software company)
Management Desky Creating New Users of Agent Desky Adding Short Remarks (RNG,CBKetc)y Adding Software Detailsy Importing the Datay Reporting Section (Multiple Reports in Excel Format)y Software Support
LIMITATION OF PRESENT SYSTEM
The Present System of Managing Customer Relation is fully manual, where in all the day
to day event of call Log, Automation of CustomerIteration, Preparation of Website
analytics, report etc. is done manually which is the time consuming and there is lot ofscope for mistake and due to the rapid increases in business it was not possible to develop
a centralized system to manage the entire database and automate the manual work
The system currently use is totally manual. Here the agent as well as
management level person use Microsoft Excel For maintaining the records earlier. The
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management level gives detail about the product, code, data etc. in a Excel sheet. The
agent also fill all the information in the excel sheet. It is difficult to maintain the detail of
the all the customer as well as to generate daily Reports.
PROPOSED SYSTEM
The proposed system is totally automated system. In the proposed system we will be
using VB. Net at front end and SQL server 2005 at back end for maintaining the
Database.
Here we are VB.Net at front end as it the most user friendly language or platform
that even a personal that is not trained can efficiently work on it. Making it more feasible
for everyday use.
ADVANTAGES OF PROPOSED SYSTEM
The proposed system is completely automated and hence very less space is required. It
gives very accurate result thus increasing the chances of development of the company.
Since the system taken very less time Hence more time and energy can be diverted to
taken the firm on high peak of success which in turn results in high profile of the
company. Less staff is required to do same piece of work earlier done by a team of
people. Thus it is both economically as well as operationally feasible.
FEASIBILITY STUDY
Depending on the results of the initial investigation the survey is now expected to a more
detailed feasibility study. FEASIBILITY STUDY is a test of system proposal
according to its workability, impact of organization, ability to meet its needs and
effective use of resources. It focuses on this major question;
y What are the users demonstrable needs and how does a candidatesystem meet them?
y What resources are available for a given candidate system?y What are the likely impacts of the candidate system Organization?y Whether it is worth to solve a problem?
During Feasibility analysis of the project, following primary areas of interest are to be
considered. I and generating ideas about a new system does this.
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STEPS IN FEASIBILITY ANALYSIS ARE
y Form a project team and appoint a project leader.y Prepare system flow charts.y Enumerate potential proposed system.y Define and identify characteristics of proposed system.y Determine and evaluate performance and cost effectiveness of each
proposed system.
y Select the best proposed system.y Prepare and report final project directive to management.
TECHNICAL FEASIBILITY
A study of resource availability may affect the ability to achieve an acceptable
system. This evaluation determines whether the technology needed for the
proposed system is available or not.
y Can the work for the project be done with current equipment existingsoftware technology & available personnel?
y If new technology is needed then what can be developed?This is concerned with specifying equipment & software that will successfully
satisfy the uses requirement. The technical needs of the system may include
ECONOMICAL FEASIBILITY
Economic justification is generally the Bottom Line consideration for most
systems. In this, we weight the cost and the benefits associated with the candidate
system and if it suits the basic propose of the organization i.e. profit making, the
project is making to the analysis and design phase.
The financial & the economic questions during the preliminary investigation are
verified to estimate the following:-
y The cost to conduct a full system investigation.y The cost of hardware and software for the class of application
being considered.
y The benefits in the form of reduced cost.y The proposed system will give the minute information, as a
result the performance is improved which in turn may be
expected to provide increased profits.
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y The feasibility checks whether the system can be developedwith the available funds. This can be done economically if
planned judicially, so it is economically feasible.
OPERATIONAL FEASIBILITY
It is mainly related to human organization & political aspects. The points to be
considered are:-
y What changes will be brought with the system?y What organization structures are disturbed?y What new skills will be required?
Do the existing staff members have these skills? If not, can they be
trained in due course of time?
The system is operationally feasible as it is very easy to far end users to operate it.It only needs basic information about windows platform.
SCHEDULE FEASIBILITY
Time evaluation is the most important consideration in the evaluation of the
project. The time schedule required for the development of the project very important
since more development time affects machine time, cost and cause delay in the
development of other system.
A reliable Hospital Management System can be developed in the considerable
amount of time.
Front-end and back-end selection
An important issue for the development of a project is the solution of suitable
front-end and back-end. When we decided to develop the project we went through an
extensive study to determine the most suitable platform that suits the needs of and
organization as well helps in development of the project.
Front-end selection
y It must have a graphical user interface that assists employees thatare not from I.T. background.
y Scalability and extensibility.y Flexibility & robustness of s/w.
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y It must be according to the organization requirement & theculture.
y It must provide excellent reporting features with good printingsupport.
y Platform independent, easy to debug & maintain.y Event driven programming facility.y Front-end must support some popular back-end like RDBMS.According to above sated features we have selected VB.NET 2008 as the
front-end for developing our project.
Back-end selection
yMultiple user support.
y Efficient data handling.y Provide inherent features for security.y Efficient data retrieval & maintenance.y Popularity.y Operating system compatible.y Easy to install.y Various drivers must available.y Easy to implant with the front-end.According to the above stated features, we have selected RDBMS as the
back-end. The technical feasibility is frequently the most difficult area
encountered at this stage. It centers on the existing computer system
(hardware/software, etc.) and to what extent it can support the system.
ACTIVITY DIADRAM
Sales Details
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Create New Batch
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Create New Disposition
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Internal Data
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Lookup for Sales Report
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Lookup for Daily Report
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CLASS DIAGRAM FOR CRM
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OBJECT DIAGRAM FOR CRM
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Login
log_id
user_name
password
user_level
Ta101: Login
log_id=Ta101
user_name=Maya
password=********
user_level=Admin
re_password=*******
Disposition
disp_id
disposition
disp_code
D19: Disposition
disp_id =D19
disposition=CLB
disp_code=call back
adding
date=19/2/2010
P1:Product Master
pro_id =p1
product=tallyversion=1.9
date=13/2/2010
Product Master
pro_id
productversion
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Master Table
app_no
name
number
city
address
product
data_name
disposition
called_date
remark
product_intrested
agent_name
versionsales_person
contact_person
installation_date
product_saled
product_version
cost_product
saled_value
sale_remark
installed_date
install_status
install_byinstall_remark
support_given_by
support_issue
support_remark
support_date
App10: Master Table
app_no-=App10name=Maya
number9876786543
city=Navi Mumbai
address=Om NIvas
product=MS office
data_name=data02
disposition=Sale
called_date=03/11/2010
remark=saled
product_intrested=Ms office
agent_name=Deepak
version=2007
sales_person=Pradeep
contact_person=suman
installation_date=12/05/2010
product_saled=Yes
product_version=2007
cost_product=5000
saled_value=4500
sale_remark=pay
installed_date=12/05/2010
install_status=working
install_by=Nehainstall_remark=Completed
support_given_by=Mohan
support_issue=not working
support_remark=done
support_date=30/06/2010
Reffrence_by=friend
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SEQUENCE DIAGRAM FOR CRM
Insert Table
app_no
name
number
city
addressproduct
data_name
disposition
called_date
remark
product_intrested
agent_name
version
A1:Insert Table
app_no =A1
name=maya
number=9876543657
city=Mumbai
address=om nivas
product=tallydata_name=test1
disposition=clb
called_date=12/02/2010
remark=teste
product_intrested=tally
agent_name=Prdeep
version=1.9
isert_date=13/02/2010
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:System
:System
Create new
Request for create new user ( )
Request granted
:System
LoginRequest For Login ( )
Agent or Admin logged in
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:System
Agent
Request for login ( )
Create BatchRequest for create new batch ( )
Request completed
Update / Retrieve sales details ( )
Call for sale
Sales details display
:System
Sale
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:System
Sales confirm ( )
Update sales details ( )
Sales details maintain
Assign to installation department
:System
Install
Install completed ( )
Update Installation details ( )
Installation details maintain
Assign to support department
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:System
Admin
:System
Management Daily Report send to excel ( )
Verify report and send to admin
Support Details fill ( )
Maintain Support Details
Lookup for Support Details ( )
Generate report
Support
Sales Report send to excel ( )
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STATE DIAGRAM FOR CRM
Verify report of sale
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Maintain Agent or Management Information
Sales Department
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Create New Batch
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Import Data
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Add Product
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Create new Disposition
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Daily and Sales Report
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Collaboration Diagram For CRM
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USECASE DIAGRAM FOR CRM
Agent Subsystem
Installer Subsystem
Management Subsystem
Call
Sale
Create a lead
Assign to install
Confirm sale
Confirm install
Provide entire
details to sales
To avoid future
problem
Solve the current
problem
If Problem
Create new user
Generate final report
Import Data
Add product
Add Disposition
Verify the report
Agent
Sales
Departmen
Support
DepartmenInstallation
Department
ManagementAdmin
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USECASE DESCRIPTION FOR CRM
Use case Description for Sales
Use case Create a lead.
Scenario Create a view lead on telephone
Triggering event Agent calls and creates a lead.
Brief description When agent calls to lead, the sales department and system verity
agent information, create a view lead. Confirm sale and assign toinstall.
Actors Telephone sales Department.
Related Use cases Includes check lead availability.
Stake holders Sales department: to provide primary definition.Preconditions Agent must exist. Lead must exist for agent.
Post conditions Lead must be created. Lead transaction must be created for the
lead payment. The lead must be related to agent.
Flow of Activity Activities Actor System
1. Sales departmentanswers telephone and
connect to the.
2. Sales department verity
agent information.
3. Sales department
initiates the creation ofnew lead.
3.1 Create a new lead
4. Sales department verifieslead and confirm sale.
4.1 Display leadinformation
5. Repeat steps 3 & 4.
6. Agent indicates end ofsale, sales entry end of
sale and assign to install.
6.1 complete lead.6.2 computer lead
6.3 assign to install.
Exception condition: 2.1 If agent does not exit, then the sales department pauses this
use case and invokes maintain agent information use case.
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Use case Description for Installation
Use case Install lead.
Scenario Install a lead.
Triggering event Installation department install a lead.
Brief description when installation department confirm install, then provides details to
sales,If problem is occurs then the support department solve the current
problem avoid the future problem.
Actors: Installation department and support department.
Related use cases Includes entire detail to sales. Check problem availability.
Stake holders Installation department to confirm install & provide entire. Detail of
sales, support department: to avoid future. Problem and solve thecurrent problem.
Precondition Install must exist, entire details must provide.
Post condition Install must created and confirm. Sales details must created current
problem must be solved.
Flow of Activity Activities Actor System
1. Installation department confirm
install.
2. Installation dept. provides entire
detail of sales.
2.1 display sales
detail.
3. Installation dept. verifies
problem.
3.1 display if
problem occurs
4. Support department solve the
current problem.
5. Support department avoid thefuture problem
6. Repeat step 1, 2, 3, 4, 5.
7. Installation dept indicate end of
install.
7.1 complete install
7.2 compute install
8. Support dept indicate end of
solving problem.
8.1 Complete solve
Exceptioncondition 1.1I
f the install does not exist, then the installation dept pauses thisuse case and invokes installation subsystem use case & agentsubsystem use case.
2.1 If the details of sales does not exist, then the installation deptPauses this Use Case and invokes the agent subsystem.
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Use case Description For Create New User
Use case Create new user.
Scenario Create new user to add product.
Triggering event Management create new user. To add product
Brief description When management create new user it verify user disposition, import
data to excel and generally final report. And admin verify the report.
Actor Management, admin.
Related use cases Include check product availability check, disposition availability.
Stakeholders Management to create new user, import data product, add disposition,curate final report.
Admin: to, verify the report.
Precondition User must exist, product, disposition must exit.
Post condition Users must be created. Product and disposition must be related touser. Data must be created and related to user.
Flow of Activity Activities Actor System
1. Management verifiesuser
2. Management indicatesthe creation of new
user.
2.1 create new user
3. Management request a
product be added anddisposition added.
4. Management veritiesthe product &
disposition.
Display product anddisposition detail.
Add product &disposition.
5. Management import
data and generate finalreport.
Display imported data
Display final report.
6. Admin verifies thereport
Verify report.
7. Management & adminindicated end.
Finalize, report
Exception
condition
1.1 it user information not exist,then the management pauses
3.1 If an product is not there, then management.a. choose not to add product or
b. request product be added as a back- oriented product.
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ENTITY RELATIONSHIP DIAGRAM FOR CRM
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