Software Requirements Specification For CRM

This is an online customer relationship management program as well as a groupware and a marketing tool also used for cellular company ‘Mycell’. The CRM module helps admin to identify and maintain their customers and employees. Customers can contact with the plan responsibles and add, edit or delete their own personal profile. They can view different products details, ask their queries, give suggestions and provide feedback for the product which they are using. Similarly employees can also add edit or delete their own profile and provide response to queries, suggestions and feedback of customers .

 

        1.1 Purpose

Mycell.com is a unique web site for all customers and employees using MyCell products. Now it’s easy for any user to search solutions for any kind of problem coming with his/her Mycell products. It will be easy for the company people to show details of their products.

Our purpose is to fulfill the following activities:

1. Customer Order

2. View Product

3. Suggestion

4. Feedback

5. Query Solve

6. Interact with company’s employee

        1.2 Document Conventions

    While writing for SRS document we have made the following conventions and adopted the IEEE Standards

     

      Font used – Arial

      For main headings font size – 18

      For subheadings font size- 14

      For Normal Text- 11

      Headings are highlighted in bold

      Document text is single spaced and maintains the 1” margin.

     

      

        1.3 Intended Audience and Reading suggestions

      The document is intended for project guide, class coordinator and professor. The SRS document contains         overall descriptions, specific requirements, and other non-functional requirements of the project.

         

        1.4 Project Scope

 Software used is Visual Studio-2005 and our project is made in ASP.NET as it is made at administrator level. Our objective is to maintain relationship with the customer in which we can solve the queries of the client such as providing the customer the information about the new products , solve various queries, take suggestions and feedback from customers .

        1.5 References

v  How to write software requirements specification by Robert Japenga at http://www.microtoolsinc.com/Howsrs.php.

v  SRS Template at http://www.processimpact.com/process_assets/srs_template.doc.

2.  Overall Description

        2.1 Product Perspective

       CRM will provide the following types of easy-to-use, interactive, and intuitive graphical environment:

v  The CRM will provide an easy-to-use, intuitive Graphical User Interface (GUI) as part of the Administrator’s working desktop environment.

v  The CRM will also provide an interactive GUI, on the World Wide Web for the general customers.

v  The above two CRM interfaces shall help provide the following functionalities to the clients- access to the CRM to see the updates and interact with the employees of the company

        2.2 Product features

Mycell.com is the sophisticated and effective web site to deal with all the major aspects related to customer’s relation with the company that can help an individual to get all the information regarding new products with many other options that can used to solve their queries online.

        2.3 Operating environment

Hardware:

v  Pentium IV Processor, 1GHz

v  Minimum 128 MB RAM, Recommendable 512 MB

v  Minimum 20 GB Hard Disk, Recommendable 80 GB

Software:

v    Visual Studio 2005

v    SQL Server 2000

v    Windows XP Professional

2.4 Design and implementation details

 CRM requires a web server connected to the internet; a programming language for describing the system’s logic; a server engine for generating the dynamic HTML content; and a database to provide a way of storing and retrieving large amounts of data. Only system administer has the right to change system parameters.The system should be secure and must use encryption to protect the databases.

2.5 User Documentation

v  User should know the details of the working being done in the software

v  User should be comfortable with the working of the computer and how does that project works.

2.6 Assumptions and dependencies

All the hardware would function properly and all the information provided by the user should be correct to avoid any sort of problem regarding relationship with the customer.

v  The user should be login to the system

v  Access is dependent on basis of level.

v  Username and password is availability to the administrator.

v  The user is an authorized one.

3.  SYSTEM FEATURES

        3.1 System Features 1

        3.1.1 Description & priority

     

 In this project, data access is given to the user on the basis of level of there designation. Higher the level, the more access is provided. At the highest level, the administrator supervises all the clients under him & he can access all the data.

        3.1.2 Stimulus/Response sequence

v  Initially the user enters a user name & password. If it is among the one which are already saved then the user is an authenticated one. Else it will show the wrong user name & password.

v  On the basis of designation at which the person exists the access will be given.

v  The employee will perform the work or task for which he is being employed.

  

        3.1.3 Functional Requirement

v  Visual Studio 2005

v  Windows XP Professional

v  SQL server 2005

v  RAM ( minimum 128 MB, recommended 512 MB or more)

v  Hard Disk (minimum 20 GB or recommended 40 GB)

4.   EXTERNAL INTERFACE REQUIREMENT

        4.1 User Interface

This project is made to be used by the cellular company. Client can not deal with this directly. Employers are going to get benefit from it. Earlier all this work was done manually. The clients had to visit the company’s service center. When the client, employee or the admin logins & if he enters wrong user name & password then it will prompt a message.

     4.2    Hardware Interface

v  Pentium IV Processor, 1GB

v  Minimum 128 MB RAM, Recommendable 512 MB

v  Minimum 20 GB Hard Disk, Recommendable 80 GB

Mycell.com shall provide an easy-to-use graphical interface and the web interface should be intuitive and easily understand by the user.

     4.3      Software Interface

v  Visual Studio 2005

v  SQL Server 2005

v  Windows XP Professional

4.4   Communication Interfaces

The Communication Between the client and the administrator takes place through E-mail.  It requires a web browser at the client side and a web server at the Server Side. The communication standards that will be used, are as FTP or HTTP. Only system administer has the right to change pricing policy, reply to customer queries, assign the work to the employees according to their specialization and answer to the frequently asked questions etc. The system should be secure and must use encryption to protect the databases. Users need to be authenticated before having access to any personal data.

5.   OTHER NONFUNCTIONAL REQUIREMENT

5.1    Performance Requirements

v  Response time of CRM  for mycell.com will depend on the query made by the user to the employee. When the user will complain about his problem, the problems will be received by the employee and response will be given when the problem is solved. It may take some hours or days depending on the problem. Response time refers to the waiting time while the system accesses, queries and retrieves the information from the databases.(DB-user, DB-schedule etc) (A local copy of property database is maintained as DB-schedule to reduce this access time)

v  CRM shall be able to handle at least 50 transactions/inquiries per hour.

5.2    Safety Requirements

v  CRM shall be available 24 hours a day, 7 days a week.

v  CRM shall always provide real time information about available product information.

v  CRM shall be able to recover from hardware failures, power failures and other natural catastrophes and rollback the databases to their most recent valid state.

5.3   Security Requirements

v  Only system administer has the right to change system parameters, such as pricing policy etc. The system should be secure and must use encryption to protect the databases.

v  Users need to be authenticated before having access to any personal data.

5.4   Software Quality Attributes

Software quality attributes that need to be addressed are:

v  Availability of space required to construct the project and upload it.

v  Correctness of the information.

v  Flexibility in operating the software from anywhere in the world.

v  Interoperability that is introduced as the project is made using .net.

v  Maintainability of the project.

v  Reliability of the information and the software.

v  Robustness of the software.

v  Testability and usability of the software.

6.   Other Requirements

v  A database of a fixed large memory size would be required.

v  All the legal formalities regarding the usage of internet space need to be addressed.

v  All commercial and privacy policies need to be kept in mind during the development and implementation of the project.