Customer Relationship Management SystemFor IQTEK SOFTWARE LTD.MUMBAIBy Ziaur RahmanExam Seat No.- : Customer Relationship Management SystemFor IQTEK SOFTWARE LTD.MUMBAIBy Ziaur RahmanExam Seat No.- Company Profile : Company Profile IQTek Software Ltd. Based in MBP, Navi Mumbai India.IQTek introduces SMS Solution, Switchboard Engineering Package, and Win Money in India.IQTek is poised to enable merchants to offer online financial services to their customers. IQTek in IT Software & Solutions Business since last 8 years. IQTEK Software Ltd is an emerging and rapidly growing Service and solution provider for ERP, Automation and Service Packages. Existing System : Existing System The Existing system of Managing Customer Relationship is fully manual where in all the day to day event of call log, automation of email, customer Interaction, preparation of website analytics, reports etc is done manually which is the time consuming and there is lot of scope for mistake, And due to the rapid increase in business it was not possible to develop a centralized system to manage the entire database and automate the manual work. Requirements of proposed system : Requirements of proposed system Delayed and distorted information.
Lack of proper communication.
Lack of proper documentation
Lack of proper data collecting and processing.
Lack of proper interaction.
Lack of better services
Lack of Solution of customer Query.
Absence of factual, reliable and accurate reports. Proposed System : Proposed System Customer Relationship Management system (CRM) is proposed system used to learn more about customer needs and behavior in order to develop strong relationship with them. It contains the details about all request and query of customer for better services. Objectives Of the System : Objectives Of the System Automatic management of data.
Quick review of Customer details.
To retrieve fast and accurate data.
Identifying needs more effectively by understanding specific customer requirements.
To provide user friendly system for users. This will ease their work for handling request of customers.
Elimination of data redundancy.
Provide better customer service. ER DIAGRAM : ER DIAGRAM CONTEXT LEVEL DFD : CONTEXT LEVEL DFD CLASS DIAGRAM : CLASS DIAGRAM USE CASE DIAGRAM : USE CASE DIAGRAM Figure : Use Case Diagram For Customer USE CASE DIAGRAM : USE CASE DIAGRAM Figure : Use Case Diagram For Employee SEQUENCE DIAGRAM : SEQUENCE DIAGRAM Figure : Sequence Diagram For Employee SEQUENCE DIAGRAM : SEQUENCE DIAGRAM Figure : Sequence Diagram For Customer ACTIVITY DIAGRAM : ACTIVITY DIAGRAM Figure: Activity Diagram For Whole System ACTIVITY DIAGRAM : ACTIVITY DIAGRAM DEPLOYMENT DIAGRAM : DEPLOYMENT DIAGRAM Database design : Database design Customer Table : Customer Table Customer Query : Customer Query Party : Party SCREEN : SCREEN Test Procedure & Implementation : Test Procedure & Implementation Testing is vital to the success of any system, Testing is done at different stages within the development phase. System testing makes a logical assumption that if all parts of the system are correct , the goals will be achieved successfully. Inadequate testing or no testing leads to errors that may come up after when correction would be extremely difficult. Another objective of testing is its utility as a user-oriented vehicle before implementation Types of Testing : Types of Testing Unit Testing
White box testing,
Black-box testing, Testing Implementation : Testing Implementation Direct Conversion
Parallel Approach Proposed Enhancements : Proposed Enhancements The “CRM” system should be able to auto reply from the database, if the query related to the software is common. If query is new then save it in database and put the solution of that query in database.
Currently customers know their transaction details by phone call but soon this may be enhanced to auto call tracking. (Auto Email transaction details based on call Tracking).
In future customers will also know solutions of query, transaction details and will get notifications by SMS.
There is still no analysis system to find out beneficial customer. But it may be enhanced soon as Sales Analysis. Conclusion : Conclusion As the system is now automated, the amount of paperwork running around between Organization is minimal and the company can focus on what it has set itself up for.
The organization can easily track the customer’s payment details, configuration etc to figure out their best business strategies to increase their business. This is the system that will support most of the customer needs. Thank you : Thank you