CRM SRS [PDF]

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Software Requirements Specification for



ONLINE EXAMINATION SYSTEM Version 1.0 approved



Prepared by Hemanth. A(1MS18MCA54)



E5C Technosoft Pvt Ltd



13/03/2020



Table of Contents



SRS for Customer Relationship Management (CRM)



Page 2



Table of Contents Revision History 1. Introduction 1.1 1.2 1.3 1.4 1.5



ii ii 1



Purpose1 Document Conventions 1 Intended Audience and Reading Suggestions Product Scope 1 References 1



2. Overall Description 2.1 2.2 2.3 2.4 2.5 2.6 2.7



2



Product Perspective 2 Product Functions 2 User Classes and Characteristics2 Operating Environment 2 Design and Implementation Constraints 2 User Documentation 2 Assumptions and Dependencies 3



3. External Interface Requirements 3.1 3.2 3.3 3.4



User Interfaces 3 Hardware Interfaces 3 Software Interfaces 3 Communications Interfaces System Feature 1 4 System Feature 2 (and so on)



4 4



5. Other Nonfunctional Requirements 5.1 5.2 5.3 5.4



Performance Requirements Safety Requirements 5 Security Requirements 5 Software Quality Attributes



6. Other Requirements Appendix A: Glossary



3



3



4. System Features 4.1 4.2



1



4



4 5



5 5



Software Requirements Specification for Page 1



1.



Introduction



1.1



Purpose



Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability. 1.2



Product Scope



A CRM system can give you a clear overview of your customers. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more. Though CRM systems have traditionally been used as sales and marketing tools, customer service teams are seeing great benefits in using them. Today’s customer might raise an issue in one channel — say, Twitter — and then switch to email or telephone to resolve it in private. A CRM platform lets you manage the inquiry across channels without losing track, and gives sales, service, and marketing a single view of the customer. 1.3



References



https://www.salesforce.com/in/ https://www.freshworks.com/freshsales-crm/what-is-crm/



2.



Overall Description



2.1



Product Perspective



A customer relationship management (CRM) solution helps you find new customers, win their business, and keep them happy by organizing customer and prospect information in a way that helps you build stronger relationships with them and grow your business faster. CRM systems start by collecting a customer's website, email, telephone, social media data, and more, across multiple sources and channels.



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It may also automatically pull in other information, such as recent news about the company's activity, and it can store personal details, such as a client's personal preferences on communications. The CRM tool organizes this information to give you a complete record of individuals and companies overall, so you can better understand your relationship over time. 2.2



Product Functions



1. Make improvements to your bottom line. Introducing a CRM platform has been shown to produce real results – including direct improvements to the bottom line. CRM applications have a proven track record of increasing:  2. Identify and categorize leads. A CRM system can help you identify and add new leads easily and quickly, and categorize them accurately. By focusing on the right leads, sales can prioritize the opportunities that will close deals, and marketing can identify leads that need more nurturing and prime them to become quality leads. With complete, accurate, centrally held information about clients and prospects, sales and marketing can focus their attention and energy on the right clients. 3. Increase referrals from existing customers. By understanding your customers better, cross-selling and upselling opportunities become clear — giving you the chance to win new business from existing customers. With better visibility, you’ll also be able to keep your customers happy with better service. Happy customers are likely to become repeat customers, and repeat customers spend more — up to 33% more according to some studies. 2.3



User Classes and Characteristics



1.) Leads Manager – A leads manager acquires information about potential customers en masse and feeds the date into the CRM application. 2.) Sales Executives – A sales executive refers to the leads and tries to contact each potential customer and then execute the sale. 3.) Admin –



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An admin manages the entire system and the users in the system. They create the new users and manage existing ones. They also make changes to various aspects of the CRM application. 4.) Support Executive A support executive handles existing customers and offers them after-sales support. 2.4



Operating Environment



Web based application that runs on a modern browser. It uses Python and the Flask framework on the server side and MySQL as the backend. 2.5



Assumptions and Dependencies



1.) Cloud based VPS for SaaS implementation 2.) Preferably Linux based server running Python 3.5+ 3.) Flask framework installed 4.) MySQL Installed.



3.



External Interface Requirements



3.1



User Interfaces



Web Based UI based on Bootstrap Requites a modern web browser. It uses responsive design to automatically adapt to the screen size of the device being used which makes it usable even on smartphones. 3.2



Hardware Interfaces



Requires server infrastructure that can effectively handle a large network load depending upon the size of the organization. 3.3



Software Interfaces



1.) Python 3.5+ 2.) Flask Framework 3.) Jinja2 Template Engine 4.) MySQL 5.) Modern Web Browser



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4.



System Features



4.1



Leads Management



Leads management is one of the primary functions of the CRM. The CRM system is used to maintain information about all the potential customers which can be turned over to sales executives. 4.2



Sales Management



The sales department will follow the available leads and try to execute a sale and turn the leads into customers. 4.3



After Sales Support



The CRM must be able to handle the needs of existing customers whose relationship with the organization is not over yet. Support for services or products that are in the warranty period or eligible for after sales support must be provided. 4.4



Administration



The entire CRM system can be maintained and altered to suit the organization’s needs at any time. The administrator can create new users, manage existing ones and alter the structure of the data in the CRM when necessary.



5.



Other Nonfunctional Requirements



5.1



Performance Requirements



The CRM must be a high availability system with 99.9% uptime. Any downtime can potentially result in loss of revenue for the company. It must be able to handle a large network overhead without any performance latency.



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5.2



Safety Requirements



All the data in the database should be regularly backed up and several redundancies must be maintained in the case of a catastrophic failure of storage systems. 5.3



Security Requirements



The CRM must be protected against DDOS attacks that might result in downtime and loss of revenue for the company. Load balancing must be performed in such cases and services like Cloud Flare should be used to automatically mitigate such attacks.