INTRODUCTION

1.1 Introduction.

We are at the pinnacle of a digital transformation within various businesses throughout

the Modern (Industrialized) world that has implications that may be more profound that those of

the Industrial Revolution. This digital transformation has brought a vast and rapid restructuring

and reconfiguration of today’s businesses—the streamlining of interaction, products and

payment from customers to companies and from companies to its suppliers is creating much

bewilderment and consternation among corporate decision makers. Managers at all

organizational levels that are intimately engaged during this tumultuous era are being forced to

reexamine traditional definitions of value, competition and service.

Certainly a catalyst for this tremendous change has been the explosive development of

the Internet. Many businesses have embraced the idea of being able to implement an Internet-

based information system in order to achieve global reach, thereby leveling the playing field and

creating new opportunities to gain a competitive advantage. In addition, the adoption of the

Internet and its technologies has further changed the way many businesses develop and execute

their core competencies, strategies, and models. Even in light of recent dot-com failures, many

successful companies realize that a thriving brick-and-mortar operation will be impacted

profoundly with the development of electronic business (e-Business).

E-Business is the strategy and process of interweaving business drivers and initiatives

with technology drivers and information services especially involving the Internet. E-Business is

most of a particular firm’s front and back office applications interwoven to form an all

encompassing data processing and information management system that has a significant impact

on profitability and sustainability. E-Business is technology driven. These driving forces are

changing the very definitions of the core values within many organizations. Values such as speed

of service, convenience, personalization, and price are all affected by e-Business adaptations.

Therefore, it can be said in general that building long term, loyal relationships with customers is

one key to profitability. New technologies, to include the proliferation of the Internet, have made

Marketing’s Holy Grail— creating one to one relationship between vendor and consumer. To

foster and nurture this relationship a new technology twist to a rather familiar concept has

emerged, namely: Customer Relationship Management (CRM).

The need to better understand customer behavior and focus on these customers who can

deliver long-term profile has changed how marketers view the world. Traditionally, marketers

have been trained to acquire customers either new ones who have not bought the product

category before or those who are currently the customer’s of competitors. Currently, with

marketers there has been a paradigm shift from customer acquisition to customer retention. For

example, studies have shown a dramatic increase in profits from small increases in customer

retention rates; a 5% increase in retention had impacts as high as 95% on the net present value

delivered by customers (Reicheld, 1999). Other studies have shown that repeat customers

generate more than twice as much gross income than newly-acquired customers (McKinney,

2001. The considerable improvements in technology and innovation in CRM-related products

have made it much easier to deliver the promise of greater profitability from reduced customer

“churn.” When considering to interact with customers the “old way” or when implementing a

CRM approach company, marketing managers should consider:

• It costs 6 times more to sell to a new customer than to sell to an existing one.

• Lack of customer service will probably cause a disgruntled customer to tell of his or

her adverse experience to other people.

• 75% of complaining customers will do a repeat business if the complaints are

quickly addressed and resolved.

• 80% of sales are received from 20% of the company’s customer base. (Kalakota and

Robinson, 2000).

To succeed in e –Business it can be said that a firm should embrace the processes,

procedures, and the implementation of a CRM project. In addition, the effective management of

customer relationships, through the use of automated systems such as CRM, is a source of

competitive advantage. When competition is fierce, the best companies go back to basics:

creating value for the customer. Therefore, this paper will attempt to reveal that CRM is indeed a

paramount process for a competing firm to undertake to remain competitive in the e-Business

world. In addition, this paper will attempt to provide a relatively useful and broad view of what

CRM is actually about. This CRM explanation will be that of the prospective of the customer; a

marketing view of what e-Business managers need to know about their customers and how that

information is useful in developing a sense of a complete CRM technology adaptation. This

paper will reveal: • What CRM is

CRM – a definition.

CRM is a strategic process and “infrastructure that enables the delineation of and increase in

customer value and the correct means by which to motivate valuable customers to remain loyal –

indeed to buy again.” (Dyché, 2001) CRM programs are implemented for several reasons:

• Companies want to thoroughly understand their customers’ needs.

• Increase customer satisfaction and thus lowering churn.

• Enable a great degree of customer differentiation in order to deliver unique customer

interactions.

CRM is used by companies to gain more intimate knowledge of their customers so that

marketing efforts can be directed towards those customers they wish to keep and those they

are willing to lose. From customer acquisition to customer loyalty, CRM is a way for a firm to

automate many of its business processes and perform analysis on customer data collected to

save resources, generate revenue, provide excellent services, and to develop consistent,

dependable, and convenient interactions with customers through different channels or touch

points.

1.2 PROBLEM STATEMENT:

To develop a office automation software for the computer resellers shop which is capable of

handling clients details management, services engineers details maintenance, material list and

billing system.

MODULES:

Sales.

Client call & Complaints.

Billing.

Client Call and Complaint Module

1. Call register regarding complaint, comments

2. Call detail maintenance

3. SMS Alerts to the customer when the call details is entered in to the register

Billing Module

1. Bill has to be generated with unique bill number.

2. Printing option for the bill generated.

3. SMS alerts to the client after the bill is generated.

4. Invoice generation.

Sales

1. Sales Order.

2. Sales detail Management.

Stock management.

Inventory management.

User Creation,

Admin privileges,

Service Engineering management.

Customer Details.

Reports of company details.

LITERATURE SURVEY

2. Literature Survey

Literature survey involves the detail study of existing system and limitations. To overcome

the limitations the requirement is reanalyzed and the new system is proposed. The new proposed

system should provide more facilities then existing system by residing in same constrants.

2.1 Existing System As per the records there is no such application which provides the automation of Customer

Relationship Management (CRM). For the past few years companies are trying to enhance

existing relations and prove their commitment on a daily basis by taking their time to listen to

customers concern and by developing a service focus. At present, the work done is totally

manual and hence there is a lot of strain on the person who is entering and updating the data.

This project deals with problems on managing and maintaining the different aspects of the

company and avoids the problem which carried manually. Identification of drawbacks of the

existing system leads to designing of computerised system that will be compatible to the existing

system which is more user friendly and GUI oriented. We can overcome the following

drawbacks to improve the efficiency of the system.

Merits of the existing system The records are still accessible if the power cut occurs.

It keeps the hard copy which works as a documentation.

It will not require any skilled people to operate the system.

Demerits of existing system Lot of manual work increases waiting i.e., requires a lot of time to accomplish the work.

Not able to access faster.

Requires more man power to be accomplishing a work.

Management of system is not easy.

Filtering the agents based on the requirement becomes extremely difficult.

Older records are difficult to monitor.

User of the system should have basic computer knowledge.

2.2 Proposed System

To overcome the manual work for the existing system we develop a automated CRM

software. This CRM is designed to allow new online store owners a quick and easy means to

setup and perform sales and other core business over the internet. The overall goals are to find,

attract, and win new clients, nurture and retain those the company already has, entice former

clients back into the fold, and reduce the costs of marketing and client service.

The use of a CRM system will confer several advantages to a company:

Quality and efficiency

Decreased costs

Decision support & Enterprise agility

Software Requirement

specification

3. Software Requirement specification

3.1 Introduction

Customer relationship management (CRM) is a widely-implemented strategy for managing

a company’s interactions with customers, clients and sales prospects. It involves using

technology to organize, automate, and synchronize business processes—principally sales

activities, but also those for marketing, customer service, and technical support. The overall

goals are to find, attract, and win new clients, nurture and retain those the company already

has, entice former clients back into the fold, and reduce the costs of marketing and client

service. Customer relationship management describes a company-wide business strategy

including customer-interface departments as well as other departments.

The three phases in which CRM support the relationship between a business and its customers

are to:

Acquire: CRM can help a business acquire new customers through contact management,

selling, and fulfillment.

Enhance: web-enabled CRM combined with customer service tools offers customers

service from a team of sales and service specialists, which offers customers the

convenience of one-stop shopping.

Retain: CRM software and databases enable a business to identify and reward its loyal

customers and further develop its targeted marketing and relationship marketing

initiatives.

3.1.1 Purpose:

This Software Requirement Specification (SRS) specifies the requirements of CRM (Customer

Relationship Management) for ‘Computer Shoppee’. This CRM is designed to allow new

online store owners a quick and easy means to setup and perform sales and other core business

over the internet.

This document will outline all of the functions, capabilities and

requirements for developing an application for managing accurate billing statements to clients,

managing the sales of computers & computer related devices of the ‘Computer Shoppee’ and

handling the client calls and complaints of the client.

This document is developed to know what are the requirements of the product and the

necessary things that should we take into consideration while developing the product.

3.1.2 Scope:

This document describes the requirements of the system. It describes about the automation

software for computer reseller shop. The main objective of the application is to automate the

existing system of manually maintaining the records and providing the services to the customers.

It is meant for use by the developers and will be the basis for validating the final

delivered system. Any changes made to the requirements in the future will have to go through a

formal change approval process. The Scope of the system is to provide general information

related to the various operations of the CRM.

3.1.3 Document Conventions.

Abbrevations:

CRM-Customer Relationship Management.

PHP-Personal Home Page.

HTML-Hyper Text Markup Language.

HTTP-Hyper Text Transfer Protocol.

WAMP-Windows Apache MySQL Perl.

SRS-Software Requirement Specification.

SMS-Short Message Service.

3.1.4 Intended Audience and Reading Suggestions.

The intended audience of the SRS is users, system administrators. Also, any future

maintenance staff should be aware of the information contained herein. This document will

be reviewed frequently by the above audiences to check if the different phases of the project

are being completed by meeting the given requirements. If there are any changes in the

requirements in the course of the project they must be included in this document by making the

necessary changes.

3.2. Overall Description

3.2.1 Product Perspective

The application should provide quick access to the records maintained and must reveal

the important reviews about the business so that the growth can be easily compared and

should provide with the various reports showing the related details so that the important

decisions could be taken easily.

The sales transactions related to Goods In, Good Out and returns are maintained manually at

present along with maintaining the accounts of the customers and the suppliers. The billing

system of the product sold is maintained manually. There is no provision to keep the records

of the customer calls & complaints from the customer. All these are to be automated and an

application is required to relate all of them relatively and logically so that the current system

can be replaced and accepted without major changes and problems.

3.2.2 Product Features:

The main feature of managing accurate billing statements to clients, managing the sales of

computers & computer related devices of the ‘Computer Shoppee’ and handling the client

calls and complaints of the client.

Client Call and Complaint Module

1. Call register regarding complaint, comments

2. Call detail maintenance

3. SMS Alerts to the customer when the call details is entered in to the

register

Billing Module

1. Bill has to generated with unique bill number.

2. Printing option for the bill generated.

3. SMS alerts to the client after the bill is generated.

4. Invoice generation.

Sales

1. Sales Order.

2. Sales detail Management.

3.2.3 User Classes and Characteristics

There are various kinds of users for the product. Usually web products are visited by various

users for different reasons.

Administrator: A login id representing a user with user administration

privileges to this application for maintaining the sales of the goods, billing for the

customer purchased goods and handling the calls and complaints of the customer.

User: A User may be a branch manager or service engingeer or any other person working in

the ‘Computer Shoppee’, he handles functions which are applicable to the sales

maintenance, billing system & client call, complaint module of the CRM.

3.2.4 Operating Environment

The product will be operating in windows environment. Also it will be compatible with

the Windows 2000 or higher version, IE 6.0. The only requirement to use this product

would be the internet connection.

3.2.5 Design and Implementation Constraints

The Product is web-based, developed using php Language. The backend database for this

is Mysql. The product is accomplished with login facility so that specific function is

available to specific user to keep accounts of Goods in, Goods Out & to know the current

position of the Stock.

3.2.6 User Documentation

The product will include user manual. The user manual will include product overview,

complete configuration of the used software, technical details, backup procedure and

contact information which will include email address. The product will be compatible

with the Internet Explorer 6.0 or higher. The databases will be created in the Mysql.

3.3. System Features

3.3.1. Database – Storage.

3.3.1.1. Description and Priority

Proposed Database is intended to store, retrieve, update, and manipulate stock of products

related to user database which include tables.

Admin Account.

Bill generation.

Customer call.

Customer complaint.

Standby of the product.

Sales Report.

3.4. Functional Requirements

This section gives the list of Functional which are applicable to the sales maintenance, billing

system & client call, complaint module of the CRM.

3.4.1 Interface Requirements

This section describes how the software interfaces with other software products or users for

input or output.

3.4.1.1UserInterfaces

Describes how this product interfaces for the sales maintenance, billing system &

customer call & complaint module of the CRM

GUI

Describes the graphical user interface if present. This section should include a set of

screen dumps or mockups to illustrate user interface features.

1. Description

The user interface must be customizable by the administrator.

2. Criticality

This issue is essential to the overall system. All the modules provided with the

software must fit into this graphical user interface and accomplish to the standard

defined.

3. Technical issues

In order to satisfy this requirement the design should be simple and all the

different interfaces should follow a standard template. There will be the

possibility of changing colors and images, plus switching between interfaces with

the minimum impact for the users.

4. Risks.

To reduce the circumstances under which this requirement might not able to be

satisfied, all the designers must have been developed web sites previously and

they must be aware of html restriction and cross browsers implementations before

starting the designing. In order to reduce the probability of this occurrence the

entire design team will be trained in basic html & php tools.

5. Dependencies with other requirements.

All user interfaces should be able to interact with the user management module

and a part of the interface must be dedicated to the login/logout module.

3.5. Non Functional Requirements

3.5.1. User Interfaces

The user interface shall be web-based, allowing users to remotely access the system via

several applications. Users will be able to use the service through applications such as Microsoft

Internet Explorer, Mozilla Firefox, etc.

Allows for fast and ease of access from remote locations.

The user interface shall use forms and handle errors that may be committed from

inexperienced end users.

Compatibility:

The software is compatible with Windows XP.It also works well with Windows 2000

and Windows 2003 Server.It requires Microsoft Internet Explorer 5.0 or above with

Wamp Server.

Portability:

The software is extremely portable in the sense that it can be run on any machine with

a web-browser.

Acceptance Criteria

The system must be work well and compile with all the requirements and constraints

stated above. All conditions defined by the need user by the end user are to be

satisfied.

The code must be well commented through out.

Structure and coding style of an application so that the code is easily read and

understood

System should be 24 X 7 availability

Better component design to get better performance at peak time.

3.6: Design Constraints:

Complete validation has been done no mandatory fields was to be left unfilled, if left

unfilled then appropriate alert message will be displayed.

Data in the database cannot be modified until and unless you are the proper authenticator.

Efficient error handling capacities have to be provided.

3.7: Feasibility Study.

Preliminary investigations examine project feasibility; the likelihood of how the system is

will be useful to the organization. Three tests of feasibility-all equally important are studied.

1. Operational feasibility:

This test of feasibility asks if the system will work when it is developed and is the

current business methods acceptable to the user.

2. Technical Feasibility:

It is based on technical concept such as does the proposed system have the

technical capacity to hold the data required to use the system.

3. Financial Feasibility:

It is based on the financial concept such as is the shop owner has sufficient budget

to develop the proposed system or is it cost effective.

Hardware and Software

Requirements

4.Hardware and Software Requirements4.1 Hardware Requirement

CLIENT SIDE:

Operating System Windows 98/XP/2000

Processor Pentium III or 2.0 GHz or higher

RAM 256 Mb or more

SERVER SIDE:

Operating System Windows 98/xp ,Windows ME

Processor Pentium 4 and above

RAM 1 GB and above

Hard Disk 40GB and above

4.2 Software Requirements

Operating System Windows XP/2000/Vista

Front End PHP

Back End Mysql

Server WAMP Server

4.3 Communication Interface

The admin or user must connect to the Internet to access the Website: Dialup Modem of 52 kbps

Broadband Internet