1. Introduction 1.1 Purpose This document gives detaile functional an non functional requirements of customer relationship system.

The pupose of the ocument is the requirements mentioned in it should be utilized by software developer to implement the system. 1.2 Scope A customer relationship management system is the backoffice center software that is typically used to help solve customer problems.The system contains information about all the products/services that are currently supported by the company. It contains an indepth record of all known problems and solutions. ALL PROBLEMS ARE categorised into corresponding categories.EACH PRODUCT IS ASSOCIATED WITH A SET OF ENGINEERING TEAMS WHERE PROBLEMS ARE HANDLED BY SPECIALISED TEAM ACCORDING TO THE NATURE OF THE PROBLEM.It allows creation of new complaints as well. 1.3 Overview This system provides a fast and efficient solution to the Customers problem and helps to keep track of all the problems by the supervisor. 2. General description At three sets of people access this software - the cUSTIMER, the engineers, and the supervisors. Customer logs with his customer id and posts his complaint by giving the product id and the complaint statement. The Automated System analyses the complaint statement for keywords and directs to the corresponding engg team associated with the given keywords. If the complaint statement is not associated with any of the predifined keywords then it is divereted to the solution finding team. The engineers use the system to solve new complaints lodged by the customer. The supervisors use the system to check on the volume of complaints, status of pending complaints, to grade produsts and engineers on the type and number of complaints they have handled successfully for the given time duration and generate weekly report. If numerous complaints about a feature of product is detected,then the problem is intimated to the product upgradation team. REFERENCES: Object Oriented Modeling and Design with UML-Michael Blaha, James Rambaugh. Software Engineering, Seventh Edition, Ian Sommerville. Reference links: crm-software.tmcnet.com/ www.crminfoline.com/ 3. Functional Requirements

Every Customer is provided a separate user Id at the time of purchase. He uses the id to lodge complaints about a prouduct. Each complaint is given separate id and directed to the Engineer by the system. The primary input is the complaint of the user an the output is the response of the Engineer and the report generated for the supervisor. The stored data are the predefied solutions(Manual for Troubleshooting) and keywords to recognize the problem. It is mandatory that the system should direct the complaint to some engineering team. And if the problem is not recognized it should be directed to the generic team. The weekly report generation is also mandatory. The customer feedback about the solution is optional.

Performance Requirements: This system shoul work concurrently on multiple processors 24/7. The system should support any number of registered customers. The weekly report generated must also contain information about unanswered queries for which the engineer is answerable. Non-Functional Requirements: Security: Each Customer should be given given a unique id and unique password. Only Supervisor can generate the weekly report. Reliability: The customer details wont be exposed to any 3rd parties. Availability: The system should be available 24/7. Maintainability: The system should add or delete proucts or problems associated with it. Reusability: The same system is used for all proucts of the company. Operational Scenario: At three sets of people access this software - the cUSToMER, the engineers, and the supervisors. In addition Customer database and the engineering team database is also maintained.
Oper ating Envir onment The application can be run on desktop computers provided to the engineers ,supervisors and customers using internet explorer 5.0/higher . The application will be interacting with a backend database system, in this case an oracle server installed on the companys complaint centre. The desktop computer from which the application is accessed should be running on windows XP or windows vista or windows 7 or mac or unix environment . Design and Implementation Constr aints

Every Customer is provided a separate user Id at the time of purchase. Each Customer should be given given a unique id and unique password. He uses the id to lodge complaints about a prouduct. Each complaint is given separate id and directed to the Engineer by the system. The customer details wont be exposed to any 3rd parties. Each engineering team is also provided a separate Id . Only Supervisor can generate the weekly report. The system should add or delete proucts or problems associated with it. Only the supervisor can issue an product upgrade command to product upgradation team after accessing the prosucts and their problems. GUI is only in English. Login and password is used for the identification of engineers. The user interface must be viewable on a monitor with a 1024x768 resolution or larger. Design mechanisms are limited to the capabilities of PHP, CSS and JavaScript . Currently, the application is designed to be able to run in Internet. user documentation The product will include user manual. The user manual will include product overview, complete configuration of the used software (such as SQL server),technical details, backup procedure and contact information which will include email address. USER INTERFACE:

For customers,Home page will contain sections of login. After logging in,the customer will have a check box to choose the product they want to lodge complaint. There will be a problem statement section to stste their problem. They will hav a separate solution section,where the solutions will be posted by the ystem. For engineers,Home page will contain sections of login. After logging in,Engineers will hav the problems posted to their team. After finding solution,they update the solution db along with the problem posted. After logging in as supervisor, it will have options for grading the products and engineering teams and to generate weekly report.

APPENDIX :GLOSSARY Engineerin team: Engineering team are a group of engineers who are specialised to a products feature.Problems associated with the feature are posted to the respective team. Customers: Customers are the people who have brought one or more products. They have the ability to post complaints and refer to the solutions posted. Supervisor :

Supervisor is the head of all engineering teams and his work is to grade all products and engineering team. Database: It is used to store data (details about students). IEEE: The Institute for Electrical and Electronic Engineers . SRS: Software Requirements Specification A requirements specification for a software system. Is is a complete description of the behavior of a system to be developed.