Project Specification

Customer Relationship Management

Customer relationship management (CRM) is a term applied to processes implemented by a company to handle its customer interactions in an organized and efficient manner. The customers can include current customers as well as prospective customers. The objective of a CRM application is to improve customer experience with the organization and to promote efficiency in marketing, sales and service functions of the organization. A CRM system can be used by employees from different departments, such as sales, marketing, customer service and training. Various communication channels (telephone, web, personal visit etc) may be used by customers to interact with these departments. A CRM system provides an integrated view of the customer and all his/her interactions with the company across various communication channels. Customer Relationship Management is not just about how a company communicates with its customers through advertising, direct marketing and customer services. It is a much broader commitment to organize a company around its customers in order to anticipate individual needs whilst providing the organizational structure to deliver on the marketing promise. Charles Turner CRM Management Pocketbook This project is for a reputed manufacturing company that supplies UPSs (Uninterrupted Power Supply Machines) and Inverters for both home and office use. The company already has an integrated system for Order processing, Manufacturing and Accounting. The complete details about customers and their transactions are maintained in the database. The company is planning to build a centralized contact center where all new orders, service requests, queries and complaints are received and processed. Customers can reach the contact center using either a toll-free number, email or fax. The calls are either processed while the customer is waiting on the phone or is forwarded to employees responsible for them. However, all communications are documented for future reference and every request is tracked to closure. The scope of this project is to capture queries, service requests and complaints from the customers. The queries may be from existing or new customers and can relate to features of a product, operating instructions, location of company outlets and service centers, product warranty and pricing. Queries which are addressed online and do not require follow-up are not registered in the system. However, a query which can not be addressed online or presents an opportunity for new business is logged into the system. Service requests and complaints are received from existing customers and can relate to appliance malfunctioning, repair or replacement. All service requests and complaints are recorded and assigned to the respective department for further follow-up. 1

Project Specification

Screen Design
1. Welcome Screen This is the initial screen displayed when the application is launched by the customer service representative (CSR).

Welcome!
Queries Product Features New Customer Company Outlets Product Pricing Complaints Register Complaint New Customer Query Complaint Status

Processing a) Based on the link selected, navigate to the respective screen.

Project Specification

2. Query Product Features On clicking of Query Product from Main menu, the Product Selection Screen is displayed. CSR uses this screen to select the required product to view the Product Features & Details.

Query Product
Select Product
Outlet Type : Sales Service

* Back

Dropdown

Show Product Details

Product Features
Product Code ro Description ro Features

Base Price Warranty Launch date Years Months

Clear

Back

Project Specification

Processing a) The product field should be populated with all product names, from which the user can select one product. b) When Submit is clicked, features for the selected product are displayed. c) If Clear button is clicked, clear all the fields and remain in same page. d) If Back is clicked, return to the Welcome screen. 3. Query Company Outlets When a customer calls for details on the companys sales and service outlets, this screen is used.

Query Company Outlets

City : Outlet Type : * Sales

HomePage

Dropdown
Service

Submit No. 1. Address

Back Telephone Number Outlet type

2.

3.

4.

Project Specification

Processing a) The city field should provide a list of all cities where the company has either a sales or a service outlet. b) If outlet type is selected, the list will be filtered to the selected type. Otherwise, all outlets are displayed. c) Address Details Table (Outlet details) is displayed after Clicking the Submit Button. d) If Back is clicked, Return to the Welcome screen

4. Pricing Screen This screen is used to calculate the price of a product. Base price is the cost of UPS or Inverter made by the company. Additionally, the customer can purchase the following with the product a. Battery b. Service at customer premises. This is charged as a percentage of the product cost + battery cost c. Additional warranty (beyond the normal product warranty). This is charged as a % of product cost + battery cost.

Product Pricing
Product Battery Service location Additional Warranty * * * * Required? At client place (0 to 2 years) At service center Dropdown

Homepage

Submit

Clear

Back

Project Specification

Product Pricing
Product Base Price Battery Required? Service location Additional Warranty Final Price Back

Homepage

Validations a) Years of additional warranty should be between 0 and 2 years

Processing a) a) The product field should be populated with all product names on Initial Page Load. User can select required product and Click. When Submit is clicked Validate the data Get the Base price and Battery cost from the product table If service location is client place, calculate the additional % to be charged. There is no additional cost for servicing at companys service center. If additional warranty (in addition to the normal product warranty) is required, calculate the additional cost. Display the final price

b) If Clear is clicked Clear all the fields on the screen. c) When Back is clicked, Return to the Welcome screen 6

Project Specification

5. Register Complaint This is used by CSR to register customer complaints. A complaint number is generated and given to the customer for future follow-up.

Register Complaint

Homepage

Customer Name * Contact Phone # * Product Complaint Description * * Drop down

Complaint type

Drop down

Submit

Clear

Back

Validations a) Phone number should be numeric

Processing a) The product field should be populated with all product names, from which the user can select one product. b) Complaint type can be any of the following 1 - Equipment malfunction 2 - Price charged is too high 3 - Service not rendered in time 7

Project Specification

4 - Service center not responsive 5 - Others d) When Submit is clicked Validate the data Generate Complaint number Store the details in Complaints table with o Status = Registered o Status Update Date = System date o Complaint date = System date Display the confirmation screen e) If Clear is clicked Clear all the fields on the screen.

f)

If Back is clicked, Return to the Welcome screen

Project Specification

6. Confirmation screen This is the confirmation screen that the complaint has been registered.

Confirmation

Homepage

The complaint has been registered. The complaint number is Expected resolution date is

Ok

Back

Processing a) Display the complaint number generated in the Register Complaint screen. b) Compute the expected resolution date as complaint date + 2 weeks. c) If OK is clicked Go to Register Complaint Screen d) If Back is clicked, Return to the Welcome screen

Project Specification

7. Enquire Complaint Status CSR uses this screen to answer customer queries on the status of their complaints.

Query Complaint Status

Complaint Number * Submit Clear Back

Complaint Status
Complaint # Product Name Complaint

Current Status As of

Back

Processing a) If Submit is clicked Based on the complaint number, retrieve the complaint details from complaint table Using the product code in the complaint record, get the product name from product table Display the Details.

b) If Clear is clicked Clear all fields on the screen 10

Project Specification

c)

If Back is clicked, Return to the Welcome screen

Tables

Table Name
Field Name Product_code Product_Name Base_Price Warranty_months Launch_date Battery_Price Svc_at_Client_Place Addl_warranty_peryear

Product
Field Type char(10) char(30) Integer(6) Integer(2) Date Integer(6) Integer(2) Integer(2) primary key

Table Name

Product_Feature

Product_Code Feature_No Feature_Desc

Char(10) Integer(20) char(20)

primary key; foreign key to Product table primary key

Table Name
Outlet_number Outlet_type Address1 Address2 City Pincode Contact_Number

Outlet
Integer Integer(2) char(50) char(50) char(20) Integer(6) Integer(10) Autogenerated 1 Sales 2 - Service

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Project Specification

Table Name
Complaint_Number Customer_Name Contact_Number Product_code Complaint_details Complaint_type

Complaint
Integer(5) char(40) Integer(10) Char(10) Varchar(200) Integer(2) Primary Key; autogenerated

Foreign key of Product table 1 - Equipment malfunction 2 - Price charged is too high 3 - Service not rendered in time 4 - Service center not responsive 5 - Others

Complaint_date Complaint_status Status_date

Date Char(20) Date

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