INTRODUCTION

1.1 Introduction.
We are at the pinnacle of a digital transformation within various businesses throughout
the Modern (Industrialized) world that has implications that may be more profound than those of
the Industrial Revolution. This digital transformation has brought a vast and rapid restructuring
and reconfiguration of today’s businesses—the streamlining of interaction, products and payment
from customers to companies and from companies to its suppliers is creating much bewilderment
and consternation among corporate decision makers. Managers at all organizational levels that
are intimately engaged during this tumultuous era are being forced to reexamine traditional
the importance, worth, or usefulness of something.

Certainly a catalyst for this tremendous change has been the explosive development of
the Internet. Many businesses have embraced the idea of being able to implement an Internet-
based information system in order to achieve global reach, thereby leveling the playing field and
creating new opportunities to gain a competitive advantage. In addition, the adoption of the
The Internet and its technologies have further changed the way many businesses develop and execute.
their core competencies, strategies, and models. Even in light of recent dot-com failures, many
Successful companies realize that a thriving brick-and-mortar operation will be impacted.
profoundly with the development of electronic business (e-Business).

E-Business is the strategy and process of interweaving business drivers and initiatives.
with technology drivers and information services especially involving the Internet. E-Business is
most of a particular firm’s front and back office applications interwoven to form an all
encompassing data processing and information management system that has a significant impact
on profitability and sustainability. E-Business is technology driven. These driving forces are
changing the very definitions of the core values within many organizations. Values such as speed
of service, convenience, personalization, and price are all affected by e-Business adaptations.
Therefore, it can be said in general that building long term, loyal relationships with customers is
one key to profitability. New technologies, including the proliferation of the Internet, have made
Marketing’s Holy Grail— creating one to one relationship between vendor and consumer.
foster and nurture this relationship a new technology twist to a rather familiar concept has
emerged, namely: Customer Relationship Management (CRM).
 The need to better understand customer behavior and focus on these customers who can
deliver long-term profile has changed how marketers view the world. Traditionally, marketers
have been trained to acquire customers either new ones who have not bought the product
category before or those who are currently the customer's of competitors. Currently, with
marketers there has been a paradigm shift from customer acquisition to customer retention. For
Example, studies have shown a dramatic increase in profits from small increases in customer.
retention rates; a 5% increase in retention had impacts as high as 95% on the net present value
delivered by customers (Reicheld, 1999). Other studies have shown that repeat customers
generate more than twice as much gross income than newly-acquired customers (McKinney,
2001. The considerable improvements in technology and innovation in CRM-related products
have made it much easier to deliver the promise of greater profitability from reduced customer
churn. When considering to interact with customers the old way or when implementing a
CRM approach company, marketing managers should consider:

It costs 6 times more to sell to a new customer than to sell to an existing one.
Lack of customer service will probably cause a disgruntled customer to tell of his or her dissatisfaction.

her adverse experience to other people.

75% of complaining customers will do repeat business if the complaints are addressed.
quickly addressed and resolved.
80% of sales are received from 20% of the company’s customer base.
Robinson, 2000).

To succeed in e-Business, it can be said that a firm should embrace the processes,
procedures, and the implementation of a CRM project. In addition, the effective management of
customer relationships, through the use of automated systems such as CRM, is a source of
competitive advantage. When competition is fierce, the best companies go back to basics:
creating value for the customer. Therefore, this paper will attempt to reveal that CRM is indeed a
paramount process for a competing firm to undertake to remain competitive in the e-Business
world. In addition, this paper will attempt to provide a relatively useful and broad view of what
CRM is actually about. This CRM explanation will be that of the prospective of the customer;
marketing view of what e-Business managers need to know about their customers and how that
Information is useful in developing a sense of a complete CRM technology adaptation.
paper will reveal: What CRM is
CRM - a definition.
CRM is a strategic process and infrastructure that enables the delineation of and increase in
customer value and the correct means by which to motivate valuable customers to remain loyal –
indeed to buy again.” (Dyché, 2001) CRM programs are implemented for several reasons:
Companies want to thoroughly understand their customers' needs.
Increase customer satisfaction and thus lowering churn.
Enable a great degree of customer differentiation in order to deliver unique customer
interactions.

CRM is used by companies to gain more intimate knowledge of their customers so that
Marketing efforts can be directed towards those customers they wish to keep and those they
are willing to lose. From customer acquisition to customer loyalty, CRM is a way for a firm to
automate many of its business processes and perform analysis on customer data collected to
save resources, generate revenue, provide excellent services, and to develop consistent,
dependable, and convenient interactions with customers through different channels or touch
points.

1.2 PROBLEM STATEMENT:

To develop office automation software for the computer resellers shop which is capable of
handling clients details management, services engineers details maintenance, material list and
billing system.

MODULES:

Sales.
Client call & Complaints.
Billing.

Client Call and Complaint Module

 1. Call register regarding complaint, comments
2. Call detail maintenance
3. SMS Alerts to the customer when the call details are entered into the register

Billing Module

1. A bill has to be generated with a unique bill number.

2. Printing option for the bill generated.
3. SMS alerts to the client after the bill is generated.
Invoice generation.

Sales

1. Sales Order.
2. Sales detail Management.

Stock management.
Inventory management.
User Creation
Admin privileges
Service Engineering management.
Customer Details.
Reports of company details.
LITERATURE SURVEY
2. Literature Survey
Literature survey involves the detailed study of the existing systems and limitations. To overcome
the limitations the requirement is reanalyzed and the new system is proposed. The new proposed
The system should provide more facilities than the existing system while operating within the same constraints.

2.1 Existing System

According to the records, there is no such application that provides customer automation.
Relationship Management (CRM). For the past few years, companies have been trying to enhance
existing relations and prove their commitment on a daily basis by taking their time to listen to
customers concern and by developing a service focus. At present, the work done is totally
manual and hence there is a lot of strain on the person who is entering and updating the data.
This project deals with problems on managing and maintaining the different aspects of the
company and avoids the problem which carried manually. Identification of drawbacks of the
existing system leads to designing of computerized system that will be compatible to the existing
system which is more user friendly and GUI oriented. We can overcome the following
drawbacks to improve the efficiency of the system.
Merits of the existing system

The records are still accessible if the power cut occurs.

It keeps the hard copy which works as a documentation.

It will not require any skilled people to operate the system.

Demerits of existing system

A lot of manual work increases waiting time, meaning it takes a lot of time to complete the work.

Not able to access faster.

Requires more manpower to accomplish a task.

Management of the system is not easy.

Filtering the agents based on the requirement becomes extremely difficult.

Older records are difficult to monitor.

 The user of the system should have basic computer knowledge.

2.2 Proposed System

To overcome the manual work for the existing system we develop an automated CRM.
software. This CRM is designed to allow new online store owners a quick and easy means to
setup and perform sales and other core business over the internet. The overall goals are to find,
attract, and win new clients, nurture and retain those the company already has, entice former
clients back into the fold, and reduce the costs of marketing and client service.

The use of a CRM system will confer several advantages to a company:

Quality and efficiency

Decreased costs
Decision support & Enterprise agility
Software Requirement
specification
3. Software Requirement Specification
3.1 Introduction

Customer relationship management (CRM) is a widely-implemented strategy for managing

a company’s interactions with customers, clients and sales prospects. It involves using
technology to organize, automate, and synchronize business processes—principally sales
activities, but also those for marketing, customer service, and technical support. The overall
goals are to find, attract, and win new clients, nurture and retain those the company already has
has, entice former clients back into the fold, and reduce the costs of marketing and client
Customer relationship management describes a company-wide business strategy.
including customer-interface departments as well as other departments.

The three phases in which CRM supports the relationship between a business and its customers
are to:

Acquire: CRM can help a business acquire new customers through contact management,
selling, and fulfillment.
Enhanced: web-enabled CRM combined with customer service tools offers customers
service from a team of sales and service specialists, which offers customers the
convenience of one-stop shopping.

CRM software and databases enable a business to identify and reward its loyal customers.
customers and further develop its targeted marketing and relationship marketing
initiatives.

3.1.1 Purpose:

This Software Requirement Specification (SRS) specifies the requirements of CRM (Customer Relationship Management)

Relationship Management) for 'Computer Shoppee'. This CRM is designed to allow new
online store owners a quick and easy means to setup and perform sales and other core business
over the internet.
 This document will outline all of the functions, capabilities and
requirements for developing an application for managing accurate billing statements to clients
managing the sales of computers & computer related devices of the 'Computer Shoppee' and
handling the client calls and complaints of the client.
This document is developed to know what the requirements of the product are and the
Necessary things that we should take into consideration while developing the product.

3.1.2 Scope:

This document describes the requirements of the system. It describes the automation.
software for computer reseller shop. The main objective of the application is to automate the
existing system of manually maintaining the records and providing the services to the customers.

It is meant for use by the developers and will be the basis for validating the final
delivered system. Any changes made to the requirements in the future will have to go through a
formal change approval process. The Scope of the system is to provide general information
related to the various operations of the CRM.

3.1.3 Document Conventions.

Abbreviations:

CRM-Customer Relationship Management.

PHP-Personal Home Page.
HTML-Hyper Text Markup Language.
HTTP-Hyper Text Transfer Protocol.
WAMP-Windows Apache MySQL Perl.
SRS - Software Requirement Specification.
SMS - Short Message Service.

3.1.4 Intended Audience and Reading Suggestions.

The intended audience of the SRS is users, system administrators. Also, any future
Maintenance staff should be aware of the information contained herein. This document will
be reviewed frequently by the above audiences to check if the different phases of the project
are being completed by meeting the given requirements. If there are any changes in the
requirements in the course of the project they must be included in this document by making the
necessary changes.
3.2. Overall Description

3.2.1 Product Perspective

The application should provide quick access to the records maintained and must reveal
the important reviews about the business so that the growth can be easily compared and
should provide with the various reports showing the related details so that the important
decisions could be taken easily.

The sales transactions related to Goods In, Goods Out and returns are maintained manually at
present along with maintaining the accounts of the customers and the suppliers. The billing
The system for the product sold is maintained manually. There is no provision to keep the records.
of the customer calls & complaints from the customer. All these are to be automated and an
application is required to relate all of them relatively and logically so that the current system
can be replaced and accepted without major changes and problems.

3.2.2 Product Features:

The main feature of managing accurate billing statements to clients, managing the sales of
computers & computer related devices of the ‘Computer Shoppee’ and handling the client
calls and complaints of the client.

Client Call and Complaint Module

1. Call register regarding complaint, comments
2. Call detail maintenance
3. SMS Alerts to the customer when the call details are entered into the
register

Billing Module

Bill has to be generated with a unique bill number.

2. Printing option for the bill generated.
3. SMS alerts to the client after the bill is generated.
4. Invoice generation.
 Vendas

1. Sales Order.
2. Sales detail Management.

3.2.3 User Classes and Characteristics

There are various kinds of users for the product. Usually, web products are visited by various
users for different reasons.

Administrator: A login id representing a user with user administration

privileges to this application for maintaining the sales of the goods, billing for the
customer purchased goods and handling the calls and complaints of the customer.

A User may be a branch manager or service engineer or any other person working in
the ‘Computer Shoppee’, he handles functions which are applicable to the sales
maintenance, billing system & client call, complaint module of the CRM.

3.2.4 Operating Environment

The product will be operating in a Windows environment. It will also be compatible with
the Windows 2000 or higher version, IE 6.0. The only requirement to use this product
would be the internet connection.

3.2.5 Design and Implementation Constraints

The Product is web-based, developed using PHP language. The backend database for this
is Mysql. The product is accomplished with login facility so that specific function is
available to specific user to keep accounts of Goods in, Goods Out & to know the current
position of the Stock.

3.2.6 User Documentation

 The product will include a user manual. The user manual will include a product overview,
complete configuration of the used software, technical details, backup procedure and
contact information which will include email address. The product will be compatible
with Internet Explorer 6.0 or higher. The databases will be created in MySQL.

3.3. System Features

3.3.1. Database – Storage.

3.3.1.1. Description and Priority

Proposed Database is intended to store, retrieve, update, and manipulate stock of products.
related to user database which includes tables.

Admin Account.
Bill generation.
Customer call.
Customer complaint.
Standby of the product.
Sales Report.

3.4. Functional Requirements

This section gives the list of functions that are applicable to sales maintenance and billing.
system & client call, complaint module of the CRM.

3.4.1 Interface Requirements

This section describes how the software interfaces with other software products or users for
input or output.

User Interfaces
Describes how this product interfaces for the sales maintenance, billing system &
customer call & complaint module of the CRM
 GUI
Describes the graphical user interface if present. This section should include a set of
screen dumps or mockups to illustrate user interface features.

1. Description
The user interface must be customizable by the administrator.
2.Criticality
This issue is essential to the overall system. All the modules provided with the
software must fit into this graphical user interface and meet the standard
defined.

3. Technical issues

In order to satisfy this requirement the design should be simple and all the
different interfaces should follow a standard template. There will be the
possibility of changing colors and images, plus switching between interfaces with
the minimum impact for the users.

4. Risks.
To reduce the circumstances under which this requirement might not be able to be met.
satisfied, all the designers must have been developed web sites previously and
they must be aware of html restriction and cross browsers implementations before
starting the designing. In order to reduce the probability of this occurrence the
The entire design team will be trained in basic HTML & PHP tools.
5. Dependencies with other requirements.
All user interfaces should be able to interact with the user management module.
and a part of the interface must be dedicated to the login/logout module.

3.5. Non Functional Requirements

3.5.1. User Interfaces

The user interface shall be web-based, allowing users to remotely access the system via
several applications. Users will be able to use the service through applications such as Microsoft
Internet Explorer, Mozilla Firefox, etc.
 Allows for fast and ease of access from remote locations.
The user interface shall use forms and handle errors that may be committed from
inexperienced end users.
Compatibility

The software is compatible with Windows XP. It also works well with Windows 2000.
and Windows 2003 Server. It requires Microsoft Internet Explorer 5.0 or above with
Wamp Server.

Portability

The software is extremely portable in the sense that it can be run on any machine with
a web browser.

Acceptance Criteria

The system must work well and comply with all the requirements and constraints.
stated above. All conditions defined by the need user by the end user are to be
satisfied.

The code must be well commented throughout.

Structure and coding style of an application so that the code is easily read and
understood
System should be 24 X 7 availability
Better component design to get better performance at peak time.

3.6: Design Constraints:

Complete validation has been done; no mandatory fields were to be left unfilled. If left
if unfilled then appropriate alert message will be displayed.
Data in the database cannot be modified until and unless you are the proper authenticator.
Efficient error handling capacities have to be provided.
 Vendas

Sales Order.
2. Sales detail Management.

3.2.3 User Classes and Characteristics

There are various kinds of users for the product. Usually, web products are visited by various
users for different reasons.

Administrator: A login id representing a user with user administration

privileges to this application for maintaining the sales of the goods, billing for the
customer purchased goods and handling the calls and complaints of the customer.

A User may be a branch manager or service engineer or any other person working in
the ‘Computer Shoppee’, he handles functions which are applicable to the sales
maintenance, billing system & client call, complaint module of the CRM.

3.2.4 Operating Environment

The product will be operating in a Windows environment. It will also be compatible with
the Windows 2000 or higher version, IE 6.0. The only requirement to use this product
would be the internet connection.

3.2.5 Design and Implementation Constraints

The Product is web-based, developed using PHP language. The backend database for this
is Mysql. The product is accomplished with login facility so that specific function is
available to specific user to keep accounts of Goods in, Goods Out & to know the current
position of the Stock.

3.2.6 User Documentation

Hardware and Software
Requirements
4. Hardware and Software Requirements
4.1 Hardware Requirement
CLIENT SIDE:

Operating System Windows 98/XP/2000

Processor Pentium III or 2.0 GHz or higher
RAM 256 Mb or more

SERVER SIDE:

Operating System Windows 98/xp, Windows ME

Processor Pentium 4 and above

RAM 1 GB and above

Hard Disk 40GB and above

4.2 Software Requirements

Operating System Windows XP/2000/Vista

Front End PHP

Back End Mysql

Server WAMP Server

4.3 Communication Interface

The admin or user must connect to the Internet to access the Website: Dialup Modem of 52 kbps

Broadband Internet