guided by: ms. sweta jethva project manager

Guided By:Ms. Sweta JethvaProject ManagerMr. Subhas Talati Prepared By:

Pratik PatelExam

No: 6625

Parul Institute of Engineering & Technology, Vadodara

S.K INFOSOFT is Software Services Company with a team of well

qualified creative designers and developers of experience in design and

development. Services Offered:

Open Source Development

Web Development & Web Design

B2B Application Development

E-Commerce Development & Multimedia

I-phone Application

Industrial Training

Project Title Customer Relationship and Service Management

Company Name S.K INFOSOFT, VADODARA

Platform .NET Framework 3.5

Front End VS 2008(ASP.NET 3.5(with C#.NET)

Back End SQL Server-2005

Tools Crystal Report, Ajax Toolkit

Documentation Tools

MS Office 2007, MS Visio 2007

Developed By Pratik A Patel

Internal Guide Ms.Sweta Jethva

External Guide Mr.Subhas Talati

Time Duration SEM –VI(Full Time)

A CRM is a collection of people, processes, software, and internet capabilities that helps an enterprise to manage customer relationship effectively and systematically.

The goal of CRM is to understand and anticipate the needs of current and potential customer to increase customer retention and loyalty while optimizing the way product and services are sold.

The existing system in the organization is not completely computerized. The system is not working smoothly; therefore the organization has decided to replace it with a completely computerized one. The problems, which the existing system faces are: Low FunctionalityErroneous Input And OutputPortabilitySecurityData RedundancyProcessing SpeedManual ErrorsComplexity In Work:

In project management, the term scope has two distinct uses: Project Scope Product Scope.

To provide user friendly application to maximum user. Reduces the manual entries of raw data collected. Satisfies all the levels of the customer by after sales

services

To replace a manual book keeping system in a company. To manage customer data effectively. Provide services to customer and maintain relation. To perform analysis on customer data. To provide security as only an authorized user can interact

with the system. To Provide product information to the customer. Provide a fast mechanism for correcting service deficiencies. To provide mechanism to deal with customer complaints

effectively. To provide facility of submitting feedback of the customer. Automatic management of data.

Provides efficient solution with quick speed. Customer is been treated as the main boss of our

application and is being dedicated with the best and high quality services.

Admin side work is also been simplified. It is also been as an objective of our application.

Timely updating is achieved in our application to remain up to date about all market issues, customers, technology, tools, software resources etc.

Scope of the Project defines the boundary within which our system is working. Scope of this project is to implement an application according to the requirement of particular client.

Delayed and Distored Information.Lack of proper communication.Lack of proper data collecting and processing.Lack of proper interaction.Lack of better Customer services.Lack of solution of customer Query.Absence of factual, reliable and accurate reports.

There are three aspects in the feasibility study:-

Technical Feasibility:

The feasibility deals with the technical details of the system

such as,

Whether the tools for the development of the system are available or

not?

Are developers aware of these technologies?

Economical Feasibility:

Economic feasibility addresses to the following issues:

Economical feasibility deals with the fact that will the system be cost

effective?

Does the organization have enough budgets to develop the system?

Operational Feasibility:

Operational feasibility measures how well the system works does or

performs. How helpful it for the end-user who use the system to extract or

store information through the system.

Functional Requirement: The users must be able to run the software according to the

privileges, which are given to them. Software must execute all queries according to the database

design. Admin must be able to Add, Update and Delete information

on requirement. Admin can manage and verify whole System,

Non- Functional Requirements:

Software must support the existing hardware setup. It must also support operating system used currently. Deleting, Updating or adding any data should be applied with

100% accuracy.

Software Specification

Software

Requirements

O

perating System :

Windows XP

A

pplication Software

Microsoft Visual Studio 2008

FRONT – END TOOLA

SP.NET with C#

BACK – END TOOLS

ql Server

TEMPLATE CREATIONC

ascading Style Sheets (CSS)

Login verification and management Manage project Manage database Manage employee,customer,supplier Send Email and Message Check Sales & Purchase details Forget Password Change password Logout

Registration Login Set purchase & Sales details Set and edit stock details Place an order to Supplier Deliver product to Customer Make payment from customer Register and Handle Complain of customer Get Feedback from customer Logout

A variety of process charts has been designed to meet the needs of a particular level or stage of analysis; they can be used at a detailed level.

Unified Modeling Language (UML) is a standardized general-purpose modeling language in the field of software engineering. The standard is managed, and was created by, the Object Management Group.

Uml Diagrams contains following diagrams: Activity Diagrams Sequence Diagram Use case Diagram Class Diagram

Displays a special state diagram where most of the states are action states and most of the transitions are triggered by completion of the actions in the source states. This diagram focuses on flows driven by internal processing.

Sequence diagrams describe interactions among classes in terms of an exchange of messages over time.

It displays the time sequence of the objects participating in the interaction.

Use case Diagram displays the relationship among actors and use cases. Each use case should provide some observable and valuable result to the actors or other stakeholders of the system

Use Case Diagram For Admin

Registration

Login

Edit Profile

Add/Edit/ModifyEmployee

Manage ProjectDatabase

CheckSales/Purchase Details

View ProductDetails

Give Response toCustomer (Complain)

Send Email

Logout

Admin

Employee

Customer

UML class diagrams define static structure diagram that describes the structure of a system by showing the system‘s classes, their attributes and interfaces, operations (or) methods and the relationships between the classes.

Relationship In Class Diagram: Association: Aggregation: Composition Generalization Dependency

Structure Chart describes functions and sub-functions of each part of system. It shows relationships between common and unique modules of a computer program.

This Chart is tree-like with root module and branches. Structure Charts are based on the DFD and Data Dictionary.

Customer Relationship and Service Management

Admin Employee Customer Supplier

Assign role & task

Edit user

Generate and View

report

Handle Customer complain

Deliver Product to customer

Make complain

online or by call

Give feedbackSupply Product

Receive Payment

Structure Chart Diagram

Place An order

Give Responseto

Customer Complain

Add/ModifyEmployee

Send Email

Set Sales/Purchase Detail

A Data dictionary is an automated tool for collecting and organizing the detailed information about system components. Data dictionaries maintain facilities to document data elements, records, programs, systems, files, users, and other system components.

CountryMaster

Field Name Constraints Data Type Description

CountryId Primary Key Int Unique id for country

CountryName Not null Varchar Name of Country

State


StateId Primary Key Int Unique id for country

StateName Not null Varchar Name of Country

CountryId Foreign Key Int To make relationship with CountryMaster table

PageMaster


PageId Primary Key Int Unique id for each page

PageNm Not null Varchar Page Name

PageTitle Not null Varchar Page Title

Description Not null Varchar Page Description

Status Not null Varchar Task Status

DepartmentMaster

DesignationMaster

Field Name Data Type Constraints Description

DepartmentId Int Primary Key Unique id for department

DepartmentNm Varchar Not null Department name


DesigId Int Primary Key Unique id for Designation

DesigNm Varchar Not null Designation name

GroupMaster


GroupId Int Primary Key Unique id for group

GroupNm Varchar Not null Group name

ItemMaster


ItemId Int Primary Key Unique id for Item

GroupId Int Foreign Key To make relationship with GroupMaster table

ItemNm Varchar Not null Item name

ItemQty Int Not null Quantity

ReorderQty Int Not null Reorder Quantity

Rate Int Not null Rate/price

RecordDate Datetime Not null Date of record

Employee


EmpId Int Primary Key Unique id for employee Id

EmpNm Varchar Not null Employee name

UserNm Varchar Not null User name

Password Varchar Not null Password

Confirmpass Varchar Not null Confirm Password

BirthDate Datetime Not null Date of birth

Gender Varchar Not null Male/female

Address Varchar Not null Residence address

CountryId Int Foreign Key To make relationship with CountryMaster table

StateId Int Foreign Key To make relationship with state table

CityNm Varchar Not null City name

PhoNo Varchar Not null Phone number

Mobno Varchar Not null Mobile number

EmailId Varchar Not null Email id

DesigId Varchar Foreign Key To make relationship with DesignationMaster

DeptId Varchar Foreign Key To make relationship with DepartmntMaster

CreateDt Datetime Not null Joining date

Status Varchar Not null Login status

Customer


CustId Int Primary Key Unique id for customer

CustNm Varchar Not null Customer name

BirthDate Datetime Not null Date of birth

Gender Varchar Not null Male/Female

Address Varchar Not null Address

CountryId Int Foreign key To make relationship with CountryMaster table

StateId Int Foreign Key To make realtionship with State table



MobNo Varchar Not null Mobile number



SuppId Int Primary Key Unique id for Supplier

SuppNm Varchar Not null Supplier name

Gender Varchar Not null Male/Female

Address Varchar Not null Address

CountryId Int Foreign key To make relationship with CountryMaster table

StateId Int Foreign Key To make realtionship with State table





Supplier

Sales

Field Name

Data Type Constraints Description

SalesId Int Primary key Unique id for sales

CustId Int Foreign Key To make relationship with customer table

ItemId Int Not null To make realtionship with Itemmaster table

SalesQty Int Not null Sold Quantity

Rate Int Not null Rate of sale

Discount Int Not null Rate of discount

Stax Int Not null Sales tax

Vat Int Not null Value added tax on product

Totamt Int Not null Total price

WarrantPeriod Varchar Not null Warranty Period

ExpDt Datetime Not null Expiry date

SalesDt Datetime Not null Sales date

SalesReturn


SalesretId Int Primary Key Unique sales return id

SalesId Int Foreign Key To make relationship with Sales table

CustId Int Foreign Key To make relationship with Customer table

ItemId Int Foreign Key To make relationship with ItemMaster table

RetQty Int Not Null Return quantity

Rate Int Not null Price of Item

ReturnDt Datetime Not null Date of return

SalesDt Datetime Not null Date of sales

Purchase


PurchaseId Int Primary Key Unique purchase Id

SuppId Int Foreign Key To make relationship with Supplier table

ItemId Int Foreign Key To make realtionship with ItemMaster table

PurchaseQty Int Not null Sold Quantity

Rate Int Not null Rate of sale

Discount Int Not null Rate of Discount

Tax Int Not null Sales tax

Totamt Int Not null Total amount

WarrantPeriod Varchar Not null Warranty period

ExpDt Datetime Not null Expiry date

PurchaseDt Datetime Not null Date of purchase

PurchaseReturn


PurchretId Int Primary Key Unique purchase return Id

PurchaseId Int Foreign key To make relationship with purchase table

SuppId Int Foreign Key To make relationship with Supplier table


Retqty Int Not null Return Quantity

Rate Int Not null Price of item

Totamt Int Not null Total amount

ReturnDt Datetime Not null Return date

PurchaseDt Datetime Not null Purchase date

UserRegistration


UserRegId Int Primary Key Unique id for user

UserName Varchar Not null User name

Password Varchar Not null Password

Confirmpass Varchar Not null Confirm Password

UserType Varchar Not null User type

Gender Varchar Not null Male/female

Address Varchar Not null address

CountryId Int Foreign Key To make relationship with CountryMaster table

StateId Int Foreign Key To make relationship with State table



EmailId Varchar Not null Email Id

RegDate Datetime Not null Registration date

Status Varchar Not null Login status( Active/Inactive)

ComplainRegistration


CompId Int Primary key Unique id for complain

SalesId Int Foreign Key To make relationship with Sales table

CustId Int Foreign Key To make realtionship with customer table


PurchDt Datetime Not null Purchase date

WarrantLaDt Datetime Not null Warranty last date

NatuComp Varchar Not null Nature of complain

CompDt Datetime Not null Complain date

There are still some enhancements required to be embedded in the newly developed system to make it perform more efficiently.

In future Customers will also know solutions of query, transaction details and will get notifications by SMS.

Toll free numbers provided to users for complains. Feedback calls or messages to customer.

guided by: ms. sweta jethva project manager

Documents

customer data

customer query

potential customer

customer retention

customer complaints

lack of proper data

project scope product

software services company