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CRM Implementation
Project
Business Functional Requirements
Prepared by
Ravinder Parihar
10/15/2010
This document describes general and technical requirements for CRM software, based upon
users viewpoint.
Table of
Contents
Table of Contents
.............................................................................................................................. .............. 2
1.0 Document Information
................................................................ 3
1.1 urpose of this !ocument
......................................................................................................... "
1.2 Revision #istor$ of this !ocument
............................................................................................ "
1." Related documents%references
................................................................................................. "
1.& 'cope of the !evelopment
ro(ect............................................................................................ "
1.) !efinitions, *cron$ms, and *bbreviations
................................................................................ "
1.+ References
.............................................................................................................................. ... "
1., -verview of
!ocument.............................................................................................................. "
2.0 eneral Descri!tions
.................................................................... "
2.1 .ser ersonas and Characteristics
............................................................................................ &
2.2 roduct erspectives
................................................................................................................. )
2." -verview of /usiness 0unctional Requirements
....................................................................... +
2.& -verview of !ata
Requirements ............................................................................................... ,
2.) 1eneral Constraints, *ssumptions, !ependencies, 1uidelines
................................................. ,
3.0 #!ecific
Re$uirements.................................................................. %
".1 23ternal 4nterface
Requirements............................................................................................... ,
".2 !etailed !escription of 0unctional
Requirements..................................................................... 5
".2.1 Module 16
*ccount.................................................................................................................... 5
".2.2 Module 26
Contact................................................................................................................... 17
".2." Module "6
-pportunit$ ........................................................................................................... 1&
".2.& Module &6
*ctivit$..................................................................................................................... 18
".2.) Module &.16 *ctivit$ 9 2scalation rocess
................................................................................ 21
".2.+ Module )6
ro(ect..................................................................................................................... 2"
".2., Module +6
2ngagement............................................................................................................. 2"
".2.5 Module ,6
Reporting................................................................................................................. 2"
".0 &!!endi' &(
............................................................................... 2"
&.1 2mail and on:screen notification
templates............................................................................ 2&
&.1.1 2mail templates
....................................................................................................................... 2&
&.1.2 -n:screen notification templates
............................................................................................ 2+
5.0 Document &!!roval
................................................................... 2%
1.0 Document Information
1.1 Pur!ose of this
Document
This document describes the functional requirements for the CRM from user;s viewpoints.
The intended audiences are ro(ect Managers, affected business staff and affected
4nformation Technolog$ staff.
1.2 Revision )istor* of this
Document
+ersion Date Revise
r
Reasons for version/revision
7.8 -ctober 1", 2717 Ravinder arihar 0inal draft
1.7 -ctober 15, 2717 Ravinder arihar 'igned off version
1.1 -ctober 27, 2717 Ravinder arihar Minor revision based on
discussion with 'undae
'olutions
*dded *ppendi3 *
1.3 Related
documents/references
*ssurance, *udit, Ta3 and Consulting business processes
1." #co!e of the Develo!ment
Pro,ect
CRM will be implemented based upon requirements of the client from *udit, Ta3 and
consulting department 4ndustr$s <to:be= processes.
1.5 Definitions- &cron*ms- and
&bbreviations
*udit, Ta3 and Consulting >Canada?
R!/M' 9 Relational !atabase Management '$stem
42 9 Microsoft 4nternet 23plorer
1..
References
*udit, Ta3 and Consulting >Canada? /usiness rocesses
1.% /vervie0 of
Document
'ection two of this document shows the general requirements for the CRM, including user
personas that show how users will interact with the s$stem. 0unctional and data
requirements and dependencies will be listed. 'ection three details the e3ternal
interface, performance, qualit$, and functional requirements.
2.0 ener al Descri!tions
2.1 1ser Personas and Characteristics
rimar$ users of this s$stem will be staff, Management and artners. The$ will need to
input data into the database, view data from the database as well as perform data
maintenance 9 data updating and deletion.
/vervie0 of user characteristics
User Executive Management6 The$ perform lead, pro(ect and case
monitoring. The$ need to be able to create%edit customer profiles, assign
pro(ect%case to a person, perform data retrieval and print out list of customers,
pro(ects and leads
User 9 Management6 Report directl$ to 23ecutive management. The role of
Manager will be the same as 23ecutive Management role 9 the$ perform lead,
pro(ect and case monitoring. The$ need to be able to create%edit customer
profiles, assign pro(ect%case to a person, perform data retrieval and print out list
of customers, pro(ects and leads
User Sales & Marketing and Marketing Coordinator6 The$ perform
administrative tas@s on managing lead%customer profiles, as well as sales
record. The$ need to use the -pportunit$ wor@flow to monitor the status of sales
User Project Controller, Project Manager and Project Coordinator: .sers
who are designated with this profile will be responsible for managing pro(ect
data and attaching relevant documents into the pro(ect profile
User 0inancial controller6 .sers who are designated with this profile
will be responsible for creating%editing communications and cases
System Administrator: *dministrator of 'age CRM will perform tas@s as
required to administer the s$stem such as
o Manage user profiles
o Manage and maintain data that is stored inside of the database
o erform database bac@up and maintenance
o erform hardware%software administration
2.2 Product
Pers!ectives
The CRM will be a web:based application. This is the initial version so there will be no interfaces to other products. The product will be able to
communicate with a Microsoft 'AB server and interact with users through a web server such as Microsoft 44'. The product will be hosted with a web
hosting service provider >the hosting service provider is to be determined?.
CR23#*stem &rchitecture
Remote access via internet
4nternet C with 4nternet 23plorer
C Cith 4nternet 23plorer
CR2
Doteboo@
Computer with
4nternet 23plorer
!* with 4nternet
23plorer
2." /vervie0 of Data
Re$uirements
The user will enter various @inds of data that will be stored and remembered b$ the
s$stem. /elow is a list of the most important data requirements that have been defined at
this stage.
.ser 4nterface of the product will be in Englis and !renc only
.ser will be required to create required profiles such as lead profiles, customer
profiles and contractor profiles on the database b$ filling out mandator$ fields on
various web: based forms, which is a good candidate for data acquisition
methodolog$
.ser input will be gathered via #TMB post responses to the web server
'uccess of user;s data entr$ to the database will be conve$ed bac@ to the
user, or an appropriate error message will be displa$ed
*ll user data will be stored in a database bac@end for convenient retrieval
*ll .4 will be a combination of #TMB%C''%Eava'cript. CRM will ma@e use of
server: side data validation a little more than client:side validation
#elp on various data entr$ options will be readil$ available to guide the user
through the data entr$ process
2.5 eneral Constraints- &ssum!tions- De!endencies-
uidelines
4t is required that the final product will be accessible via devices deplo$ing Microsoft
4nternet 23plorer >42? such as Cindows based C and !*
F
, therefore CRM will
be tested and optimiGed for 42.
3.0. #!ecific Re$uirements
3.1 4'ternal Interface
Re$uirements
The server software must be able to run on a Cindows:based C server. The software
must displa$ correctl$ on Cindows 2777%H operating s$stems utiliGing 4nternet 23plorer
).), 4nternet 23plorer + and 4nternet 23plorer , respectivel$.
*n internet connection to the server is required to access the s$stem, a @e$board and
mouse are required for interacting with the user interface, a scanner is required to ta@e
photocopies of documents and a printer is required to print out various reports.
F
-ptimiGation for !* is optional, and not required in this phase.
3.2 Detailed Descri!tion of 5unctional
Re$uirements
This section e3plains, in detail, the specific requirements for the CRM.
3.2.1 2odule 1( &ccount
.tiliGing the e3isting functionalities of 'age CRM, this module supports
the management of internal and e3ternal users of the s$stem. The module
also provides the abilit$ to manage access rights, securit$ profiles and
data visibilit$ to all of the users in the s$stem.
There will be & tiers of users of 1 territor$ >#ead -ffice? who will use
the CRM which are6
'$stem *dministrator
23ecutive Management
Management
.sers from the following
teams
I 'ales and
Mar@eting
I Construction ro(ect Management
Please re"er to #age $ "or more details on user management
re%uirements&
".2.1.1 .tiliGing standard fields of 'age CRM, the s$stem must
mandate the following fields for user registration
".2.1.1.1 0irst
Dame
".2.1.1.2 Bast
Dame
".2.1.1." 2mplo$ee
4!
".2.1.1.& osition
".2.1.1.) !epartment
>Team?
".2.1.1.+ Contact
Dumber
".2.1.1., 2mail
".2.1.2 *bilit$ to generate username and password must be granted to
s$stem administrator onl$.
".2.1." The s$stem must provide a role:based securit$ management
9 the s$stem must be able to define roles in the s$stem such as
s$stem admin, supervisors and users
".2.1.& The roles in the s$stem will be associated with the securit$
access to the functions and data visibilit$ in the s$stem.
0or instance, opportunit$ records should not be visible to pro(ect
coordinator at all
".2.1.) 4f an$ of the menus or wor@flow functions that are not granted
with <Jiew= authoriGation to the users, the menus or functions will
not be visible to the users in an$wa$
".2.1.+ The s$stem must provide a function to configure a period
required for users in the s$stem to change the password >87
da$s?K otherwise, the password will be e3pired. 4f the password
e3pires, the user must change the password in order to gain bac@
the access to the s$stem
".2.1., The s$stem should enforce the complianc$ of the password with
polic$. 0or instance, the password must be of at least +
characters in length
".2.1.5 *ccount loc@:out polic$ will not be enforced 9 users can have
unlimited attempts of logon retries, after a logon failure
1ser
/r6ani7ation(
The following matri3 illustrates user privileges of the CRM, based upon roles of each user.
8o Role
9team:
8o. of
account
s
Descri!tion
Re!ort to 9for
escalation
rules:
&dministrativ
e
Role
Info.
&dmi
n
Pro,ect /!!ortunit* 5orecastin6 Case Communication Com!an* Person
1 *dministrator 1 *pplication
*dministrator
D%* Les Les J,2,4,! J,2,4,! J,2,4,! J,2,4,! J,2,4,! J,2,4,! J,2,4,!
2 23ecutive
Managemen
t
1 Top:level management D%* Do Do J,2,4 J,2,4 J,2,4 J,2,4 J,2,4 J,2,4 J,2,4
" Management 1 1eneral Managers 23ecutive Mgmt Do Do J,2,4 J,2,4 J,2,4 J,2,4 J,2,4 J,2,4 J,2,4
& 'ales%Mar@eting 1 'ales%Mar@eting staff Management Do Do J,2,4 J,2,4 J,2,4 J,2,4 J,2,4 J,2,4 J,2,4
) Mar@eting
Coordinato
r
1 'ales%Mar@eting staff Management Do Do J,2,4 J,2,4 J,2,4 J,2,4 J,2,4 J,2,4 J,2,4
+ ro(ect Controller 1 ro(ect Controller Management Do Do J,2 D%* D%* J,2,4 J,2,4 J,2,4 J,2,4
, ro(ect Manager * 1 ro(ect Manager Management Do Do J,2 D%* D%* J,2,4 J,2,4 J J
5 ro(ect Manager / 1 ro(ect Manager Management Do Do J,2 D%* D%* J,2,4 J,2,4 J J
8 ro(ect Coordinator 1 ro(ect Coordinator Management Do Do J D%* D%* J,2,4 J,2,4 J J
17 0inancial Controller 1 0inancial Controller Management Do Do J D%* D%* J,2,4 J,2,4 J J
&bbreviations(
' 9 Jiew
E 9 2dit
( 9 4nsert
) 9 !elete
*+A 9 Dot *pplicable
3.2.2 2odule 2( Contact
This module supports the management of construction pro(ects. .sers
from ro(ect Management team >ro(ect Controller and ro(ect Manager?
will be responsible for creating and updating data into this particular
module.
".2.2.1 ro(ect entit$ must be created. 'uch entit$ will be a superset of
all entities within the CRM. -pportunities and Case management
will be child entities underneath it
".2.2.2 There will be no wor@flow for ro(ect Management. 4t will onl$
serve as a folder that holds all of the information regarding the
pro(ect >-pportunities, 2ngagement and 'ervice Requests?
".2.2." .ser will be prompted with a form to enter pro(ect
details as illustrated below
Pro,ect ID 96enerated automaticall*: Pro,ect 8ame(
Pro,ect /0ner(
Compan$ Dame
*ccount
!esigner
Consultant
ro(ect Jalue
- Dumber
-rder Dumber
Bocation
eriod da$s
T$pe of ro(ect
Construction M *rchitecture
N 4nterior !ecoration
N M M 2
N 0urniture
N -ther >'pecif$?
Contract Do.
ro(ect eriod6 'tart !ate 9 2nd !ate
ro(ect Manager
#ubcontractor/+endor
1(
Compan$ Dame
Eob 0unction >!rop:down list?
Construction M *rchitecture
4nterior !ecoration
M M 2
0urniture
-ther >'pecif$?
Eob Jalue
Contact erson Tel O
'ubcontract Jendor Dumber
".2.2.& )ata entry : The s$stem must provide a form for users to input
data illustrated in the table below. lease note that the value of
the field will be the similar to those standard fields provided b$
'age CRM, unless specified otherwise
8o 5ield Ca!tion 5ield 8ame 5ield T*!e #i7e 2andator* +alue/Parameter
1 ro(ect 4! pro(ectP4! *uto Dumber D%* Les 1enerated automaticall$. 0ormat6
LLMMHH >for instance 9 510101?
2 ro(ect Dame pro(ectPname Te3t D%* Les D%*
" Compan$ Dame ownerPcomp Compan$ 'elect +7 Les Boo@up from Compan$ table
) !esigner ownerPdesigner Te3t 57 Les D%*
+ Consultant ownerPconsult *uto 'elect D%* Les Boo@up from Compan$%person table,
where the person;s title is QConsultantQ.
4f there is more than one consultant, pop:up a
selection bo3.
, ro(ect Jalue ownerPvalue Currenc$ 12 Les D%*
5 Bocation ownerPlocation Te3t 177 Les D%*
8 eriod >!a$s? ownerPperiod Dumber & Les D%*
17 T$pe of ro(ect pro(ectPt$pe 'election D%* Les rovide chec@bo3es with the following
choices6
: Construction M *rchitecture
: 4nterior !ecoration
: MM2
: 0urniture
11 Contract Do. contractPno Te3t 17 Les D%*
12 'tart !ate contractPstart !ate D%* Les D%*
1" 2nd !ate contractPend !ate D%* Les D%*
1& ro(ect pro(ectPpm Te3t +7 Les D%*
Manager
1) 'ubcontractor 1 subP1Pcomp Compan$ 'elect D%* Les Boo@up from Compan$ table
1+ Eob 0unction subP1P(ob 'election D%* Les rovide a drop:down list with the
following choices6
: Construction M *rchitecture
: 4nterior !ecoration
: MM2
: 0urniture
1, Eob Jalue subP1Pvalue Currenc$ 12 Les D%*
15 Contact erson subP1Pcontact *uto 'elect D%* Les Boo@up from compan$%person table. 4f
there is more than one person, pop:up a
selection bo3.
18 hone Dumber subP1Pphone *uto 'elect D%* Les Boo@up from Compan$ table
27 'ubcontractor 2 subP2Pcomp Compan$ 'elect D%* Do Boo@up from Compan$ table
21 Eob 0unction subP2P(ob 'election D%* Do rovide a drop:down list with the
following choices6
: Construction M *rchitecture
: 4nterior !ecoration
: MM2
: 0urniture
22 Eob Jalue subP2Pvalue Currenc$ 12 Do D%*
2" Contact erson subP2Pcontact *uto 'elect D%* Do Boo@up from compan$%person table. 4f
there is more than one person, pop:up a
selection
bo3.
2& hone Dumber subP2Pphone *uto 'elect D%* Do Boo@up from Compan$ table
8o 5ield Ca!tion 5ield 8ame 5ield T*!e #i7e 2andator* +alue/Parameter
2) .
2+ .
2, .
25 'ubcontractor 17 subP27Pcomp Compan$ 'elect D%* Do Boo@up from Compan$ table
28 Eob 0unction subP27P(ob 'election D%* Do rovide a drop:down list with the
following choices6
: Construction M *rchitecture
: 4nterior !ecoration
: MM2
: 0urniture
"7 Eob Jalue subP27Pvalue Currenc$ 12 Do D%*
"1 Contact erson subP27Pcontact *uto 'elect D%* Do Boo@up from compan$%person table. 4f
there is more than one person, pop:up a
selection bo3.
"2 hone Dumber subP27Pphone *uto 'elect D%* Do Boo@up from Compan$ table
".2.2.) #elp on various data entr$ options will be readil$ available to
guide the user through the data entr$ process. 0or instance, the
s$stem should chec@ the validit$ of the entered phone number
and should not allow user to enter te3t into the phone number
field
".2.2.+ * visual confirmation such as dialog bo3 or status message must
be displa$ed indicating that a record was added successfull$,
otherwise an appropriate error message should be displa$ed
".2.2., .ser must be able to attach an$ document of choice into
ro(ect profile. The followings are t$pes of attachment6
*pproval
Requisition
Jariation -rder
Report
Auotation
/rochure
Certificate
a$ment
age 1" of 2,
8o 5ield Ca!tion 5ield 8ame 5ield T*!e #i7e 2andator* +alue/Parameter
1 *ssigned To oppoPassigneduserid .ser 'elect D%* Les Bist of users from
'ales%Mar@eting team
2 Certaint$R oppoPcertaint$ 4nteger D%* Do D%*
" Team oppoPchannelid Team D%* Les Bist of team : change
automaticall$ 'elect according to the team of choice in
O1
& oppoPcloseb$ oppoPcloseb$ !ate onl$ D%* Les 0ormat6 !!%MM%LL
) Closed oppoPclosed !ate Time D%* Les 0ormat6 !!%MM%LL
+ -pportunit$ Currenc$ oppoPcurrenc$ Currenc$
'$mbols
D%* Do 'election6 /aht, !ollar, 2uro and
RM/ >default to /aht)
, Customer Ref oppoPcustomerref Te3t "7 Do D%*
5 !ecision Timeframe oppoPdecisiontimeframe 'election D%* Les D%*
8 !escription oppoPdescription Te3t 177 Les D%*
17 0orecast oppoPforecast Currenc$ D%* Do D%*
11 oppoPnodiscamtsum oppoPnodiscamtsum Currenc$ D%* D%* D%*
12 oppoPnodiscamtsumPcid oppoPnodiscamtsumPcid 'election D%* D%* D%*
1" !etails oppoPnote Multiline D%* Do D%*
Te3t
1& Dotif$ Time oppoPnotif$time !ate Time D%* Do 0ormat6 !!%MM%LL
1) -pened oppoPopened !ate Time D%* Do 0ormat6 !!%MM%LL
1+ -pportunit$ oppoPopportunit$id 4nteger D%* D%*
1, Compan$ oppoPprimar$compan$id 'earch D%* Les Compan$ Boo@up
'elect
*dvanced
15 erson oppoPprimar$personid 'earch D%* Les erson Boo@up
'elect
*dvanced
18 riorit$ oppoPpriorit$ 'election D%* Les D%*
27 roduct oppoPproduct 'election D%* Do D%*
21 0orecast 'cenario oppoPscenario 'election D%* Do D%*
22 'ource oppoPsource 'election D%* Do D%*
2" 'tage oppoPstage 'election D%* D%* D%*
2& 'tatus oppoPstatus 'election D%* D%* D%*
2) Close /$ oppoPtargetclose !ate Time D%* Do 0ormat6 !!%MM%LL
2+ Total Auoted rice oppoPtotal Currenc$ D%* Do D%*
2, Total -rder Jalue oppoPtotalorders Currenc$ D%* Do D%*
25 oppoPtotalordersPcid oppoPtotalordersPcid 'election D%* Do D%*
3.2.3 2odule 3( /!!ortunit*
This module supports the management of opportunit$ profiles. .sers from
23ecutive Management, Management and 'ales%Mar@eting team will be
responsible for creating and updating data into the s$stem.
".2.".1 )ata entry : The s$stem must provide a form for users to input
data illustrated in the table below. lease note that the value of
the field will be the similar to those standard fields provided b$
'age CRM, unless specified otherwise
5ield Re$uirements 3 /!!ortunit*
8o 5ield Ca!tion 5ield 8ame 5ield T*!e #i7e 2andator* +alue/Parameter
1 Team persPchannelid Team 'elect D%* Les Bist of teams
2 Compan$ persPcompan$id 'earch 'elect *dvanced D%* Les Bist of companies
" !epartment persPdepartment Te3t "7 Do D%*
& /usiness 2:mail persPemailaddress 2:mail *ddress 2)) Les D%*
) 0a3 *rea Code persPfa3areacode Te3t 27 Do D%*
+ 0a3 Countr$ Code persPfa3countr$code Te3t ) Do D%*
, 0a3 0ull Dumber persPfa3fullnumber Te3t 7 Do D%*
5 0a3 Dumber persPfa3number Te3t 27 Do D%*
8 0irst Dame persPfirstname Te3t "7 Les D%*
17 erson persPfullname Te3t 7 D%* D%*
11 1ender persPgender 'election D%* Do D%*
12 Bast Dame persPlastname Te3t &7 Do D%*
1" Mail Restriction persPmailrestriction Chec@bo3 D%* D%* D%*
1& Dic@name persPmiddlename Te3t "7 Do D%*
1) *rea Code persPphoneareacode Te3t 27 Do D%*
1+ Countr$ Code persPphonecountr$code Te3t ) Do D%*
1, hone 0ull
Dumber
persPphonefullnumber hone Dumber 7 Do D%*
15 hone Dumber persPphonenumber Te3t 27 Do D%*
18 *ccount Manager persPprimar$userid .ser 'elect D%* Les D%*
27 'alutation persPsalutation 'election D%* Do D%*
21 'ource persPsource 'election D%* Do D%*
22 'tatus persPstatus 'election D%* D%* D%*
2" 'uffi3 persPsuffi3 Te3t 27 Do D%*
2& Region persPterritor$ 'election D%* Do D%*
2) Title persPtitle Te3t "7 Do CRM 'tandard
values, Consultant
2+ osition persPtitlecode 'election D%* Do D%*
2, .pload !ate persPuploaddate !ate Time D%* D%* D%*
25 Cebsite persPwebsite Te3t &7 Do D%*
8o 5ield Ca!tion 5ield 8ame 5ield T*!e #i7e 2andator* +alue/Parameter
28 Total Auote Jalue oppoPtotalquotes Currenc$ D%* Do D%*
"7 oppoPtotalquotesPcid oppoPtotalquotesPcid 'election D%* D%* D%*
"1 T$pe oppoPt$pe 'election D%* Les D%*
"2 Cave *ctivit$ oppoPwaveitemid 'earch
'elect
D%* Do D%*
*dvanced
"" Ceighted 0orecast oppoPweightedforecast Currenc$ D%* Do D%*
"& Revenue 1enerated totalreturn Dumeric D%* Do D%*
".2.".1 .ser must be able to create new customer profiles to
accommodate his%her opportunit$ creation. The s$stem must
provide a form for users to input data illustrated in the table
below. lease note that the value of the field will be the similar
to those standard fields provided b$ 'age CRM, unless specified
otherwise
5ield Re$uirements ; Person
".2.".1 .ser must be able to create new compan$ profiles to
accommodate his%her opportunit$ creation. The s$stem must
provide a form for users to input data illustrated in the table
below. lease note that the value of the field will be the similar
to those standard fields provided b$ 'age CRM, unless specified
otherwise
5ield Re$uirements ; Com!an*
8o 5ield Ca!tion 5ield 8ame 5ield T*!e #i7e 2andator* +alue/Parameter
1 /usiness Calendar compPbcalPcalendarid 'election D%* Do D%*
2 Team compPchannelid Team 'elect D%* Do D%*
" /usiness 2:mail compPemailaddress 2:mail
*ddress
2)) Do D%*
& 2mplo$ees compPemplo$ees 'election D%* Do D%*
) 0a3 *rea Code compPfa3areacode Te3t 27 Do D%*
+ 0a3 Countr$ Code compPfa3countr$code Te3t ) Do D%*
, 0a3 compPfa3fullnumber Te3t 7 Do D%*
5 0a3 Dumber compPfa3number Te3t 27 Do D%*
8 #olida$ 'et compPhsetPholida$setid 'election D%* Do D%*
17 4ndustr$ compPindcode 'election D%* Do D%*
11 Mail Restriction compPmailrestriction 'election D%* Do D%*
12 Compan$ Dame
>2nglish?
compPname Te3t +7 Les D%*
1" Compan$ Dame >Thai? compPthainame Te3t 57 Les D%*
1& *rea Code compPphoneareacode Te3t 27 Do D%*
1) Countr$ Code compPphonecountr$code Te3t ) Do D%*
1+ hone compPphonefullnumber hone
Dumber
"7 Do D%*
1, Dumber compPphonenumber Te3t 27 Do D%*
15 *ccount Manager compPprimar$userid .ser 'elect D%* Les D%*
18 Revenue compPrevenue 'election D%* Do D%*
27 'egment compPsector 'election D%* Do D%*
21 'ource compPsource 'election D%* Do D%*
22 'tatus compPstatus 'election D%* Do D%*
2" Region compPterritor$ 'election D%* Do D%*
2& T$pe compPt$pe 'election D%* Do D%*
2) .ploaded !ate compPuploaddate !ate Time D%* Do D%*
2+ Cebsite compPwebsite CCC .RB 57 Do D%*
".2.".2 The t$pes of phone and fa3 numbers for contacts stored in CRM
must be as follows6
5ield Re$uirements ; Phones
&lias
5ields Provided < =en6th 9characters:
Countr* Code &rea Code 8umber 4't.
/usiness hone 16 " >default to ++? " 8 +
/usiness hone 26 " >default to ++? " 8 +
/usiness hone "6 " >default to ++? " 8 +
/usiness 0a3 16 " >default to ++? " 8 +
/usiness 0a3 26 " >default to ++? " 8 +
".2.".1 'tatus of customer must be changed from <rospect= to
<Customer=, once the pro(ect is sold. * pro(ect 4! will be
generated afterwards
".2.".2 #elp on various data entr$ options will be readil$ available to
guide the user through the data entr$ process. 0or instance, the
s$stem should chec@ the validit$ of the entered phone number
and should not allow user to enter te3t into the phone number
field
".2."." * visual confirmation such as dialog bo3 or status message must
be displa$ed indicating that a record was added successfull$,
otherwise an appropriate error message should be displa$ed
".2.".& .ser must be able to attach an$ document of choice into
-pportunit$ profile. lease refer to ".2.2., for t$pes of documents
which will be attached
".2.".) The business process involving Customer *cquisition is
illustrated on page 15. The CRMs opportunit$ wor@flow must be
able to support this particular business process.
#taf f/
2ana6ement
/idding
rocess
!ocuments
!ocuments
Contracto
r 'ourcing
rocess
Construction ro(ect6 CRM
Mar@eting%'ales
ro(ect Controller
'tart
#taff
1ather
Bead
information
Pre;conditions(
: The need to initiate a new pro(ect
In!uts(
: 1eneral customer data
>contact person, street
address, etc.?
: Relevant attachments
#taff Create
a new pro(ect
profile in
CRM
#taff Register
new
opportunit$ in
pro(ect profile
CRM
Create a new customer
profile Create new ro(ect
profile. * pro(ect code will be
generated automaticall$
Create new -pportunit$
within the pro(ect profile
.pload attachments
2nter forecast information
#taff Record
data in CRM
.pdate sales status in
opportunit$ record
.pload%update
attachments >quotation, B1
/an@, etc.? .pdate
forecast information
CRM
*wardedS Les
Do
# ta ff/
2 ana6eme n
t !eal
closing
process
!ocuments
!ocument
s
.pdate sales status in
opportunit$ record ><won=?
.pload%update
attachments .pdate
forecast information
#taff
.pdate
opportunit$ record
in CRM
CRM
Tri66er(
: 'tate of opportunit$ record has
been changed to <Con=
C R 2 4nform
ro(ect
Controller of new
pro(ect via email and
on:
screen notification
#taff
.pdate
opportunit$ record
in CRM
.pdate sales status in
opportunit$ record ><lose=
or <deal lost=?
.pload%update
attachments
.pdate forecast
information
2nd
CRM
8o 5ield Ca!tion 5ield 8ame 5ield T*!e #i7e 2andator*
1 *ssigned To
erson
casePassigneduserid .ser 'elect D%* Les
2 *ssign to Team casePchannelid Team 'elect D%* Les
" Closed casePclosed !ate Time D%* Do
& Closed /$ casePclosedb$ .ser 'elect D%* Do
) 'B* 'tatus casePcolor 'election D%* Les
+ Customer Ref casePcustomerref Te3t "7 Do
, !escription casePdescription Multiline Te3t D%* Les
8 Dotif$ Time casePnotif$time !ate Time D%* Les
17 -pened casePopened !ate Time D%* Les
11 -pened /$ casePopenedb$ .ser 'elect D%* Les
12 Compan$ casePprimar$compan$id 'earch 'elect
*dvanced
D%* Les
1" erson casePprimar$personid 'earch 'elect
*dvanced
D%* Les
1& riorit$ casePpriorit$ 'election D%* Les
1) roblem !etails casePproblemnote Multiline Te3t D%* Les
1+ roblem T$pe casePproblemt$pe 'election D%* Les
15 *rea casePproductarea 'election D%* Les
27 Ref4d casePreferenceid 'toredroc D%* D%*
21 'erial Dumber casePserialnumber Te3t "7 D%*
3.2." 2odule "( &ctivities
This module facilitates the case management process for staff. CRM
must implement the following requirements.
".2.&.1 .tiliGing the pree3isting 'age CRM Case Management
functionalities, The s$stem must provide a forum for users to
input data illustrated in the table below. lease note that the
value of the field will be the similar to those standard fields
provided b$ 'age CRM, unless specified otherwise
5ield Re$uirements ; Cases
".2.&.1 #elp on various data entr$ options will be readil$ available to
guide the user through the data entr$ process. 0or instance, the
s$stem should chec@ the validit$ of the entered phone number
and should not allow user to enter te3t into the phone number
field
".2.&.2 * visual confirmation such as dialog bo3 or status message must
be displa$ed indicating that a record was added successfull$,
otherwise an appropriate error message should be displa$ed
".2.&." .ser must be able to attach an$ document of choice into
-pportunit$ profile. lease refer to ".2.2., for t$pes of documents
which will be attached
".2.&.& The business process involving Case Management is illustrated
below.
The CRMs Contact wor@flow must be able to support this
particular
business
process
Construction ro(ect6 *ctivities
Requester
*ssignee
'enior 'taff%Management
'tart
ro(ect
4mplementation
Do
*n$
Case
incurredS
Les
Bog a case in
corresponding
pro(ect profile in
CRM
CRM
*ssign case
to
correspondin
g person
&ctions(
: .pdate case properties
: .pload attachments
: Change Case status
C R 2
'end a
notification email
to assignee
CRM sends a notification email, indicating
that a case has been assigned
to the assignee
#end to( assignee
CC( 'enior staff%management and
requester
CRM
*c@nowledg
e the
assigned
case
*
4nvestigate the
case% Case solving
process
.pdate
Case
'tatus to
<'olved=
C R 2 Dotif$
senior staff%
management of
resolved case
CRM
Review if
case has
been solved
.pon case closure, a notification email
indicating that such case has been closed
will be sent to6
Re:assign
the case
* Do
'olvedS
Tri66er( Case status has been
changed to
<Confirmed=
#end to( Requester
CC( *ssignee
Close
the
case
CRM
Change status of
the case to
<Confirmed=
2nd
3.2.5 2odule ".1( &ctivities 3 4scalation Process
.tiliGing the pree3isting 'age CRM Case Management functionalities,
this module accommodates case escalation process. The software must
implement the following requirements6
".2.).1 2nforce 'B* on *ctivities rocess based on the below rules,
-nce 57R of 'B* has el apsed, the status i ndi cator
turns $ellow
1ser 4scalate
to( *dministrator D%*
23ecutive Management D%*
Management 23ecutive Management
'ales%Mar@eting
Management Mar@eting Coordinator
Management ro(ect Controller
Management ro(ect Manager
Management
".2.).2 'B* ac@ages have been identified as
follows
Tas> Descri!tion
#=&
9hours
:
Case >#igh severit$? Respond within 2 wor@ing da$s 1+
Case >Moderate severit$? Respond within ) wor@ing da$s &7
Case >Bow severit$? Respond within , wor@ing da$s )+
".2.)." /usiness hours is 5.77 *M 9 ).77 M, Monda$ 9 0rida$
".2.).& 'tage of Case Cor@flow which escalation rules will be e3ecuted6
Bogged
Aueued
4nvestigating
'olved
".2.).) Methods of Dotification
-n:screen
notification
2mail >to6 Management or 23ecutive Management?
".2.).+ The business process involving 2scalation rocess is illustrated
below.
The CRMs Case wor@flow must be able to support this
particular
business
process
Construction ro(ect6 *ctivities6 2scalation rocess
'age CRM
'enior 'taff%Management *ssignee
57R of 'B*
has
elapsed
'tages of wor@flow which
escalation rules will be
e3ecuted6
: Bogged
: Aueued
: 4nvestigating
: 'olved
# a6e CR2
Dotif$ relative
parties of
case
reaching 'B*
2ethods of notification(
: -n:screen
: 2mail >to6 'enior staff%
management?
Receive
notification from
'age CRM
0ollow:up
rocess
4nvestigate the
case% Case solving
process
Do
Re:
assignS
Les
*ssign
case to
another
assignee
*ctivit$
Managemen
t rocess
2nd
3.2.. 2odule 5( Pro,ect
*t this stage, there is no specific requirements on
Communication functionalities of 'age CRM, therefore no customiGation
will be made to such function.
The communication functionalities will be integrated <as:is= into the
CRM.
3.2.% 2odule .( 4n6a6ement
*t this stage, has no specific requirements on searching%filtering
functionalities of 'age CRM, therefore no customiGation will be made to
such function.
The searching%filtering functionalities will be integrated <as:is= into the
CRM.
3.2.? 2odule %( Re!ortin6
has no requirements on Reporting at this stage, therefore this
functionalit$ of 'age CRM will not be customiGed.
".0 &!!endi' &(
".1 4mail and on;screen notification tem!lates
".1.1 4mail
tem!lates
8otification email of !ro,ect >ic>;off(
0rom6 CRM >crm T postfo rming.co. th?
To6 *ll users
CC6 Done
'ub(ect6 CRM6 Dotification of Dew ro(ect : UUro(ect DameVV
This is to notif$ that a new pro(ect has been officiall$ launched as per the
details below6
ro(ect 4!6
ro(ect Dame6
Client6
Bocation6
Contract 'tart !ate6

Contract 2nd !ate6
eriod6
ro(ect Manager6
lease refer to UUh$perlin@VV, for more information on the
abovementioned pro(ect.
D-T26
lease do not repl$ to this message, which was sent from an unmonitored
e:
mail address. Mail sent to this address cannot be answered.
8otification 4mail of Case creation(
0rom6 CRM >crm T postfo rming.co. th?
To6 Case *ssignee
CC6 Management and Requester
'ub(ect6 CRM6 Dotification of Dew Case OUUCase 4!VV, UUro(ect
DameVV This is to notif$ that a new case has been assigned to $ou.
Case 4!6
Case !escription6
'everit$6
ro(ect Dame6
Requester6
lease refer to UUh$perlin@VV, for more information on the
abovementioned case.
D-T26
lease do not repl$ to this message, which was sent from an unmonitored
e:
mail address. Mail sent to this address cannot be answered.
8otification 4mail of Resolved Case(
0rom6 CRM >crm T postfo rming.co. th?
To6 Requester
CC6 Management and *ssignee
'ub(ect6 CRM6 Dotification of Resolved Case OUUCase 4!VV, UUro(ect
DameVV
This is to notif$ that $our case has been resolved as per the details
below6 Case 4!6
Case !escription6
'everit$6
ro(ect Dame6
Requester6
lease refer to UUh$perlin@VV, for more information on the
abovementioned case.
/$ cop$ to management 9 please follow the h$perlin@ and change status of
the case to <Confirmed=.
D-T26
lease do not repl$ to this message, which was sent from an unmonitored e:
mail address. Mail sent to this address cannot be answered.
Case 4scalation 4mail messa6e
0rom6 CRM >crm T postfo rming.co. th?
To6 Management or 23ecutive Management >depending on
predefined conditions in escalation rules?
CC6 Requester, *ssignee
This is to inform that the case below is reaching service level agreement.
lease be advised to ta@e actions accordingl$.
Case 4!6
Case !escription6
'everit$6
ro(ect Dame6
Requester6
lease refer to UUh$perlin@VV, for more information on the
abovementioned case.
D-T26
lease do not repl$ to this message, which was sent from an unmonitored e:
mail address. Mail sent to this address cannot be answered.
".1.2 /n;screen notification tem!lates
/n;screen notification for Case Creation(
Dotif$ to6 Case *ssignee
Message6 * Dew case OUUcase 4!VV : UUcase !escriptionVV for
UUpro(ect nameVV has been assigned to $ou.
/n;screen notification for resolved case(
Dotif$ to6 Management or 23ecutive Management >depending on
predefined conditions in escalation rules?
Message6 The case OUUcase 4!VV : UUcase !escriptionVV for UUpro(ect
nameVV
has been resolved. lease change the status of such case to <Confirmed=.
/n;screen notification for escalated case(
Dotif$ to6 Management or 23ecutive Management >depending on
predefined conditions in escalation rules?
Message6 The case OUUcase 4!VV : UUcase !escriptionVV for UUpro(ect
nameVV has reached 'ervice Bevel *greement. lease be advised to ta@e
actions accordingl$.
5.0 Document &!!roval
The signatures below represent approval of the scope and deliverables of the pro(ect. *n$
changes from this date will require a change request approved b$ the 'teering Committee.
D/C1248T &PPR/+&= 95/R T)I# +4R#I/8/R4+I#I/8 /8=@:
#i6nature Date