[Company]
[Document title]
[Document subtitle]
ngokho
[Date]
[Version x.x]
CONTENTS
A. Introduction 3
A.1. PUrpose Statement 3
A.2. Overview of THE PROBLEM 3
A.3. Goals and Objectives 3
A.4. Prerequisites 3
A.5. Scope 4
A.6. Environment 4
B. Requirements 5
B.1. Business Requirements 5
B.2. User Requirements 5
B.3. Functional Requirements 6
B.4. NonFunctional Requirements 6
C. SOFTWARE DEVELOPMENT METHODOLOGY 7
C.1. Advantages of the waterfall method 7
C.2. disAdvantages of the waterfall method 7
C.3. Advantages of AGILE 7
C.4. disAdvantages of AGILE 7
C.5. best SUITED 7
D. Design 9
D.1. Flowchart 9
D.2. UML Diagram (Change title to fit needs) 10
D.3. GUI (Change title to fit needs) 11
E. Testing 12
E.1. user interface test 12
E.1.1. Ticket Creating 12
E.1.2. hard delete test 13
E.1.3. filtering data 14
F. Sources 15
A. INTRODUCTION
Customer Relationship Management (CRM) is used as a strategy by companies to manage interaction with their customers and potential customers. The benefits of the CRM strategy involve helping the company to streamline its processes, build strong relationships with customers, enhance customer services, increase sales, and achieve maximum profits (Salesforce, 2020). CRM software enables the company to centralize all business contact and interaction with customers and potential customers through various capabilities. The technology automatically collect data and recent news about the company’s activities, and store customer’s communication preference details enabling the company to better understand its relationship with customers over time.
A.1. PURPOSE STATEMENT
This document provides the recommended software solution for CRM that will enable American Video Game Company to meet its needs and the needs of its customer with a proper balance of features, cost, and availability.
A.2. OVERVIEW OF THE PROBLEM
Over the last two years, American Video Game Company has experienced an increase in sales, resulting in a 42% increase, with growth in salesforce to over 2,000 employees. The growth in both sales and salesforce has seen the current disjointed systems and a series of manual processes and step becoming overwhelmed and unable to support the Company’s ability to offer a productive working environment. Therefore, the Company is in need of a scalable CRM tool solution to their productivity, operations, and customer needs to ensure they remain the top-ranked game company.
A.3. GOALS AND OBJECTIVES
The goal of the project is to implement a CRM solution that will enable American Video Game Company to its current needs, such as scalability, and meet the documented requirements, including technical and user requirements. Other goals of the proposed system are to ensure enhances scalability in terms of supporting users, reliability, achieve high performance, and security. The objectives of the project are to offer a system with robust reporting capabilities, contact management capabilities, contract management capabilities, workflow management, and integrated opportunity management capabilities.
A.4. PREREQUISITES
Number Prerequisite Description Completion Date
1 N/A The budget of the project is established and approved. 12/1/2020
2 1 The setting of security requirements with regard to the business needs. 12/15/2020
3 2 The deployment of CRM solution in the best way to support future growth. 12/30/2020
A.5. SCOPE
This document will cover the requirements, including functional, business, user, and non-functional requirements. The document also incorporates the system compatibility in terms of technical details and specific system environments. The system infrastructure definition and rollout are also available in this document. The testing of the system and its subsystems, as well as validation, will be conducted. The user activity will be monitored and recorded in the document. The testing of the software will be covered in the document. However, this document will not cover various aspects, including forecasting, contract management, quoting, contact management, and order management module, which are included in the saleforec.com cloud software.
A.6. ENVIRONMENT
The proposed solution will be supported by hardware and software, which will be grouped as:
Infrastructure
SQL Database: Oracle Enterprise Edition 12c
Cloud environment: Microsoft Azure
Linux server for backup storage
Operating systems and internet browsers
Google Chrome
Firefox
Safari
Internet Explore
Tablet and mobile operating systems
iOS 14
Android 10
B. REQUIREMENTS
The rapid growth American Video Game Company has experienced in the last two years resulting in a 42% growth that has the company outgrow its customer relationship management system has forced the need for a new CRM solution. The new CRM system is expected to have the capacity to handle the current growth and the future growth by being scalable. The proposed CRM solution should also be able to allow proper reporting management, track sales, and enhance the management of the current and future customer information. The new system is expected to offer support to 5000 concurrent users and provide management to2000 users that access the company system.
B.1. BUSINESS REQUIREMENTS
The business requirement for the project is to offer cloud based solution capable of supporting concurrent users and performance.
Overview of the Business Requirements
• A secure cloud-based solution is required by the business as it aims at maintaining the growth that is currently undergoing and manage to remain scalable in the future growth. The requirement will also help the company in future in terms of extending or modifying the solution in an easier way.
Proposed Solution
• The cloud-based solutions that are proposed to meet the business requirements include a CRM’s salesforec.com enterprise that would be hosted on Microsoft Azure and a Microsoft Azure Cloud services.
B.2. USER REQUIREMENTS
The user requirements involve the need for the proposed CRM solution to support various types of operating systems and internet browsers.
Overview of the User Requirements
• The customers use different set of operating systems and internet browsers, which requires the system to have means of supporting them. The internet browsers and operating systems supported by the CRM solution should include those associated with mobile devices, tablets, and desktops. The system should also avail the users attempting to access the solution using operating system or browsers that are unsupported with a warning.
Proposed Solution
• The plugin in the web server will be utilized in the solution to ensure that the solution is able to detect all internet browsers and operating systems connecting to it. When the user is attempting to connect to the solution using unsupported internet browsers or operating systems, the web server will send a notification to the user for access denial with options of the required internet browsers or operating systems that the user should use to gain access.
B.3. FUNCTIONAL REQUIREMENTS
The functional requirement is the ticketing system to have the ability of tracking all communication with contacts and allowing a faster remediation of tickets.
Overview of the Functional Requirements
• The need of provision of excellent customer service by the company requires the company to monitor its clients, track metrics, and have the ability to quickly react to remediate tickets.
Proposed Solution
• To ensure the company is able to achieve automatic tracking of communication with users, the solution will incorporate a simple intuitive user interface to facilitate easy entry of customer information. the user interface provided by the solution will be able to automatically track user contact information, inquires made by phone and email, data and time, comment section information, and user information, which will support quick remediation or escalation processes.
B.4. NONFUNCTIONAL REQUIREMENTS
The requirements include the capability to back up data and adhere to the relevant security policies and standards.
Overview of Requirements
• The company customer service involves constant back-ups and maintains data to enhance availability. The most recent information recorded must be backed up as soon as possible.
• With the security being one of the critical factor of the company, the solution must be able to adhere and support relevant security policies and standards to ensure the customer and company data remain secured.
Proposed Solutions
• The solution will include a back-up server that will ensure the company data is backed-up through a scheduled sequence that considers the most recent information.
• The Security technical Implementation Guide (STIGS) is incorporated in the solution to offer proper security guide.
C. SOFTWARE DEVELOPMENT METHODOLOGY
The waterfall methodology is the proposed system, a leaner software development approach that divides the software development process into pre-defined phases. Each phase of the development process cascades into the next without overlapping. The proposed methodology is compared to the Agile methodology. Agile methodology for software development is team-based, incorporating continual planning, improvement, learning, evolutionary development, and delivery based on the business value.
C.1. ADVANTAGES OF THE WATERFALL METHOD
The waterfall methodology provides a clear structure that is followed for delivery and allows the project team to work towards a predictable launch milestone. Waterfall allows the definition of the architecture and features, with a clear path through development in advance, enhancing the success rate. With the waterfall method, the American Video Game Company will measure the project’s progress as it moves through phases and hit milestones (ProjectManager, 2020). The project estimates, including cost, resources, and deadlines, are accurately projected as the method included s a fully laid out project schedule. The method also ensures timely and early production since new customer requirements are not added, delaying implementation.
C.2. DISADVANTAGES OF THE WATERFALL METHOD
One of the major disadvantages of the waterfall method is the inability to react to risks, and unknowns found or arise later in the project. For instance, there are concerns regarding the sales team decision in terms of implementation or verification, which they might consider to be late or early, instead of sticking to the business practices and workflows established in the plan. Another disadvantage of the waterfall methodology is its development, which is rigid and time-based, eliminating the ability to make changes to requirements late in the game.
C.3. ADVANTAGES OF AGILE
The agile methodology, when compared to the waterfall method, has various advantages, including the freedom to define new processes, make changes, and engage different decisions to the project. The agile method allows errors to be fixed at any level of the project, unlike the waterfall that allows errors to be fixed during the established phase of the project (Guru 99, 2020). Testers and developers in the agile methodology work together at each step of the project, allowing them to make changes and rectify errors throughout the development project.
C.4. DISADVANTAGES OF AGILE
The high degree of customer involvement may be difficult for other customers who do not have an interest or time to participate. The freedom to define new processes, flexibility in the plan, and customers’ expectations in the collaboration might be too radical for the American Video Game Company (Lotz, 2018). The agile method utilization of time-boxed delivery and frequent prioritization may result in lack of completion of other deliveries within the timeframe established. The unaccomplished delivery will require additional sprints, which will also include costs.
C.5. BEST SUITED
The best-suited methodology for the project is the waterfall method, which was chosen over the agile method due to the sales team’s need to follow the current CRM workflows but with a faster tool. The waterfall methodology was also considered as the most suitable due to the presence of an experienced team that has previously worked with similar applications; the requirements are not expected to change much. The waterfall method will also allow time for everything to be done sequentially. The waterfall methodology is also best suited as it offers a high chance of success through clear milestones and structure.
D. DESIGN
The solution of the design is involve the saleforce.com cloud being hosted on a Microsoft Azure cloud environment due to its security with the ability to support system requirement factors, such as access control, scalability, reliability, and performance. The proposed system will enhance the management capabilities including that of activities of users, customers’ contacts, reporting, and tracking sales.
D.1. FLOWCHART
Figure 1: Flowchart
D.2. UML DIAGRAM (CHANGE TITLE TO FIT NEEDS)
Figure 2: Database ER Diagram
D.3. GUI (CHANGE TITLE TO FIT NEEDS)
Figure 3: GUI Mock-up
GUI Control Mapping
ID Control Property Data Source
1 Textbox On application open text = “CRM User Login” or null NA
2 Textbox Button text = “”, user enters Username Internal Variable
3 Textbox Button text = “”, user enters Password Internal Variable
4 Checkbox Click to save login information NA
5 Button On click start process to log user into the CRM with Username and Password entered. NA
E. TESTING
The testing of the CRM solution will cover the necessary requirements to ensure system integrity is achieved. The type of test being conducted is the user interface, which will incorporate ticketing system, hard delete, and filtering data.
E.1. USER INTERFACE TEST
The selected type of test will enable the validation of the experience of the user by conducting the test of the GUI aspect of the software. The user interface test will involve testing of things, such as button clicks, input, and checking if the GUI representation is consistent with the expectation (Buttle, 2009).
E.1.1. TICKET CREATING
Requirement to be tested
Creating of a ticket by the user.
Preconditions:
• The presence of a database that contains the correct schema required to conduct the test of the process of creating tickets by the ticketing system.
• The presence of the user interface to the ticketing system.
• Confirmation of proper communication between all aspects of the CRM.
Steps:
1. Customer necessary information is gathered
2. Customer information is inputted in appropriate fields
3. Ticket is saved by clicking save option
4. Click confirm button for confirmation of successful creation of ticket
5. Tagging appropriate leaders relevant to the ticket
6. The completion of ticket created is confirmed with a successful creation message.
Expected results:
The successful creation of the ticket that has the same features and look with that in the system is expected.
Pass/Fail:
The test passed.
E.1.2. HARD DELETE TEST
Requirement to be tested
The deletion of the contact information through a Hard Delete successfully.
Preconditions:
• The presence of the database consisting correct schema.
• User has access privileges to perform hard delete.
• The presence of a GUI for contact management
Steps:
1. GUI for contact management is opened
2. Contact created in the previous test is searched
3. Contact details are opened
4. The delete button is clicked
5. User enters correct credentials to accomplish the hard delete
6. The completion of the deletion is conducted through a message “Contact successfully deleted”
7. Search for the deleted conducted to confirm success deletion.
Expected results:
The search of the deleted contact is expected to provide a zero results.
Pass/Fail:
The test passed
E.1.3. FILTERING DATA
Requirement to be tested
• Data from the reporting GUI is filtered.
Preconditions:
• The presence of a database that use the schema for the reporting workflow.
• A GUI to test.
• The filtering data that is saved in a database.
Steps:
1. The reporting GUI is opened
2. Click on filtering
3. The data to be filtered is selected
4. Filter is clicked to confirm the selected data shown by use of the filters set
5. Confirmation of the correct filters is conducted by clicking on first report
6. Print reports
Expected results:
It is expected for the information to be filtered based on pre-designed filters, with the reports with the filters set returning.
Pass/Fail:
• Test Passed
F. SOURCES
Buttle, F. (2009). Customer Relationship Management: Concepts and Technologies. Elsevier. Retrieved from https://repository.dinus.ac.id/docs/ajar/customer_relationship_management.pdf
Guru 99. (2020). Agile Methodology: What is Agile Software Development Model? Retrieved from https://www.guru99.com/agile-scrum-extreme-testing.html#:~:text=AGILE%20methodology%20is%20a%20practice,concurrent%2C%20unlike%20the%20Waterfall%20model.
Lotz, M. (2018). Waterfall vs. Agile: Which is the Right Development Methodology for Your Project? Segue Technologies Inc. Retrieved from https://www.seguetech.com/waterfall-vs-agile-methodology/
ProjectManager. (2020). Waterfall Methodology. Retrieved from https://www.projectmanager.com/waterfall-methodology
Salesforce. (2020). What is CRM? Retrieved from https://www.salesforce.com/eu/learning-centre/crm/what-is-crm/
Stephens, R. (2015).Beginning Software Engineering. Indianapolis, IN: Wrox, a Wiley Brand. PAGE 20
