SUBMITTED BY: Siddique Ahmad (Group Leader) Zahid Iqbal
Mr.Gaurav Pratap (Project Coordinator)
Mr.Konark Sharma (Project Guide)
Suneet Narayan
Table of Contents 1. Introduction 1.1 Purpose 1.2 Scope 1.3 Definitions, Acronyms, and Abbreviations 1.4 Overview
4 4 4 5 5
2. Overall Description
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3. Specific Requirements 3.1 Functionality 3.1.1 Update customer Info. 3.1.2 Provides the promotional offer to the customer based on provided info. 3.1.3 Measures the customer care representative’s performance 3.1.4 Maintain customer profile. 3.1.5 Provide Customer Support. 3.2 Usability 3.2.1 Accessibility 3.3 Performance 3.4 Security 3.4.1 Data Transfer 3.5 Interfaces 3.5.1 User Interfaces 3.5.2 Hardware Interfaces 3.5.3 Communications Interfaces
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1.
Introduction
Project entitled "customer management system" is a web-based application Software developed in .NET using C# and ASP.NET4.0 as a front end. The main aim of "CUSTOMER MANAGEMENT SYSTEM" is to keep the info of the customer. It add, delete, update the record of the customers. It provides the promotional offer to the customer based on provided info. It also measures the customer care representative’s performance. In this manager can see customer care representative performance as a report. User can access it from the mobile if they have internet on the mobile device. 1.1
Purpose
Purpose of the customer management system is to provide support and help to end user. By using this software, company can manage lot of customers as well as measure customer care representative`s performance. 1.2
Scope
Customer management, web based software easy to manage customer’s info as well as measure customer care representative’s performance as an interactive report. User can use this software from any internet enable device and utilize software capability. This software has intuitive UI which make easy for user to use.This application can be implementing in those organizations where there is need for automation of sales work. This application minimize manual work in the organization so work load on organization will decrease and efficiency and effectiveness of the organization will increase. This application helps in reducing redundancy of the data and provides security so that unauthorized person cannot access the application. The database management in the organization becomes more reliable. This application provide facility to analyze data of customer, sale and complains. This can be highly useful in planning marketing and sales strategy of the organization. It attempts to integrate and automate the various customerserving processes within a company. CRM is a strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. Good customer relationships are at the heart of business success. So this application will help in building good customer relation with customer.
1.3
Definitions, Acronyms, and Abbreviations
Configuration FAQ CMS
1.4
It means a product which is available / Selected from a catalogue can be customized. Frequently Asked Questions Customer Management System
Overview
The remaining sections of this document provide a general description, including characteristics of the users of this project, the product's hardware, and the functional and data requirements of the product. General description of the project is discussed in section 2 of this document. Section 3 gives the functional requirements, data requirements and constraints and assumptions made while designing the CMS. It also gives the user viewpoint of product. Section 3 also gives the specific requirements of the product. Section 3 also discusses the external interface requirements and gives detailed description of functional requirements. Section 4 is for supporting information. 2.
Overall Description
This document contains the problem statement that the current system is facing which is hampering the growth opportunities of the company. It further contains a list of the stakeholders and users of the proposed solution. It also illustrates the needs and wants of the stakeholders that were identified in the brainstorming exercise as part of the requirements workshop. It further lists and briefly describes the major features and a brief description of each of the proposed system. The following SRS contains the detail product perspective from different stakeholders. It provides the detail product functions of CMS with user characteristics permitted constraints, assumptions and dependencies and requirements subsets.
3.
Specific Requirements
The specific requirements are – 3.1
Functionality
Introduction – This subsection contains the requirements for the CMS. These requirements are organized by the features discussed in the vision document. Features from vision documents are then refined into use case diagrams and to sequence diagram to best capture the functional requirements of the
system. All these functional requirements can be traced using tractability matrix. 3.1.1
Update customer Info.
3.1.2
Provides the promotional offer to the customer based on provided info.
3.1.3
Measures the customer care representative’s performance
3.1.4
Maintain customer profile.
3.1.5
Provide Customer Support.
3.2
Usability
3.2.1 Accessibility User can access this software from any internet enable device. It could be computer, Laptop or any internet enable mobile device. 3.3
Performance
The product shall be based on web and has to be run from a web server. The product shall take initial load time depending on internet connection strength which also depends on the media from which the product is run. The performance shall depend upon hardware components of the client/customer. 3.4
Security
3.4.1
Data Transfer
The system shall use secure sockets in all transactions that include any confidential customer information. The system shall automatically log out all customers after a period of inactivity. The system shall confirm all transactions with the customer’s web browser. The system shall not leave any cookies on the customer’s computer containing the user’s password. The system shall not leave any cookies on the customer’s computer containing any of the user’s confidential information. 3.5 Interfaces There are many types of interfaces as such supported by the E-Store software system namely; User Interface, Software Interface and Hardware Interface.
The protocol used shall be HTTP. The Port number used will be 80. There shall be logical address of the system in IPv4 format. 3.5.1
User Interfaces The user interface for the software shall be compatible to any browser such as Internet Explorer, Mozilla or Netscape Navigator by which user can access to the system. The user interface shall be implemented using any tool or software package like Java Applet, MS Front Page, EJB etc.
3.5.2
Hardware Interfaces Since the application must run over the internet, all the hardware shall require to connect internet will be hardware interface for the system. As for e.g. Modem, WAN – LAN, Ethernet Cross-Cable.
3.5.3
Communications Interfaces The CMS shall use the HTTP protocol for communication over the internet and for the intranet communication will be through TCP/IP protocol.
