ACTION TRACKING SYSTEM FOR

CUSTOMER RELATIONSHIP MANAGEMENT

SUBMITTED TO SUDHAKAR SIR (HOD)

PRESENTED BY S.DATHA KUMAR ROLLNO: 08TG1A0508

Introduction:
With CRM budgets shrinking at most major companies, sales professionals have discovered ways to squeeze more qualified leads from each advertising dollar. At the same time, sales agents often wrestle with the challenge of managing new leads generated from online products and direct marketing pitches.

INDEX
Abstract Contents Introduction Purpose

Overview System Analysis Existing System Proposed System Advantages over Existing System

 Feasibility Study Economic Feasibility Operational Feasibility

Technical Feasibility Functional Feasibility

 Software Requirement Specification Software Requirements

Hardware Requirements System Design Modules Administrator Staff Organization Customer

 UML Diagrams Class Diagram Use-case Diagram

Sequence Diagram Activity Diagram Coding & Implementation Data Dictionary

 Technologies Used HTML & JavaScript

Java Technology Database (Oracle) Snapshots Reports User Groups

 Testing Methodologies

Test Cases

Scope for Future Enhancements Project Summary

ABSTRACT
This project is aimed at developing Customer

Relationship Management(CRM) which is important for customer to purchase a product. CRM is an Internet based application that can be accessed throughout the World. Any Customer and Organization that contains registration can access this system. CRM updates Organization , Customer, Product details

INTRODUCTION
Purpose: Customer relationship management

(CRM) can be the single strongest weapon you have as a manager to ensure that customers become and remain loyal. Thats right CRM is the single strongest weapon you have, even before your people.

 Overview : CRM i.e. Customer Relationship

Management makes it easy to manage a wide range of customer relationship information to help ensure maximum customer satisfaction

 The main functional components of this

system are: Administrator staff organization customer

 Administrator can perform the following

functions: Has full access to all the modules of this system. Responsible for details of staff ,organization ,customers. It can add /delete/update details of staff and customers . It provides registration approval.

 Staff can perform the following

functions: It acquires privileges records. It shows the details of customers and organizations. It shows the overall progress of sales history. It submit reports to organization.

 Organization can perform the following

functions: Organization can register to administrator. It contains the details of staff and customers. It shows the product details. It gets feedback from customers. It submit reports to admin.

 Customer can perform the following

functions : Customer can register to administrator. Customer can access all services. Customer can buy products by placing orders. Customer can submit reports to organization and admin.

System Analysis
Problem in the Existing System; With ad budgets shrinking at most major

companies, sales professionals have discovered ways to squeeze more qualified leads from each advertising dollar. At the same time sales agents often wrestle with the challenge of managing new leads generated from online ads

 and direct marketing pitches . Todays

most successful sales teams leverage the power of CRM systems to eliminate bottlenecks while closing sales cycles. HOW CRM helps You Market to Your Buyers documents five specific ways that smart marketing professionals

 leverage CRM applications to generate

better leads while closing more sales .with case studies from two growing sales teams ,the white paper illustrates how innovations in database technology lead to the kind of powerful customer service that generates revenue

Proposed System
CRM system makes it easy to manage a

wide range of customer relationship information to help ensure maximum customer satisfaction and the full development of sales opportunities. Up-to-date, accurate information is available immediately to your marketers, salespeople, administrators, helpdesk staff, planners, and other personnel who interact

 salespeople, administrators, helpdesk

staff, planners, and other personnel who interact on a regular basis with your customer.

 This system provides centralized database

Advantages over Existing System

maintenance. CRM helps you market to your buyers documents that smart marketing professionals leverage. CRM system makes it easy to manage a wide range of customer relationship information to help ensure maximum customer satisfaction .

System Design
MODULES: 1)Administrator 2)Staff 3)Organization 4) Customer

Administrator :
Has full access to all the modules of

this system. Responsible for details of staff ,organization ,customers. It can add /delete/update details of staff and customers . It provides registration approval

Staff :
It acquires privileges records. It shows the details of customers and

organizations. It shows the overall progress of sales history. It submit reports to organization

Organization :
Organization can register to

administrator. It contains the details of staff and customers. It shows the product details. It gets feedback from customers. It submit reports to admin.

Customer
Customer can register to

administrator. Customer can access all services. Customer can buy products by placing orders. Customer can submit reports to organization and admin

 Software Requirements : Operating System: Windows XP/2003

Software Requirement Specification

server Frame work: MVC Architecture Languages : Core Java, Servlets, JSPs, JDBC,HTML,etc., Database: Oracle 9i Web Server : Tomcat Server 5.5v Tools :Eclipse, My Eclipse, AJAX

Hardware Requirements
Processor: Intel Pentium 600MHz or

above Hard Disk:30 GB RAM:1 GB

DIAGRAMS

LEVEL - 0

SALES MANAGER
Privileges records Registratio n approval Sales history progress Sales force

ADMIN

Login Registered customer information Providing security Sharing sales data Add /delete/ update details managing Technical issues providing registration approvals Studies overall progress

Incident handling Submits enhancements

List generation

Action Tracking System For

Campaign handling Interest tracking Prospect profiling Data extraction Reporting issues Submits progress

MARKETING MANAGER

CRM

Placing orders Receiving products Placing enhancements Interaction Activities & to do lists

Registration

Access services

CUSTOMER

LEVEL - 1

Login DB

Organization DB

Admin

Login

Organizatio n details in

View customer

Customer DB

Staff DB

Staff DB

Get details

Add/ delete/ update details Customer DB

Admin DB

View feedback Admin DB

Registration approval

Get Reports

Admin

Login DB

Customer DB

Staff

Login

Privileges records

Registration approval

Customer DB

Customer DB

Sales DB

View customer s

View Organization

Sales DB

Oragnization DB

Sales History organization DB

Overall Progress

Submit Reports

staff

Login DB

Organization DB

Oragni zation

Login

Product details

view staff details

Staff DB

Customer DB

Organization DB

Interest tracking

Prospect profiling

Organization

DB

Sales DB

Data extraction Sales DB

Reporting issues

Submits progress

Marketing manager

Login DB

Customer DB

Customer

Login

Registration

Access services

Organization DB

Organization DB Placing orders

Organization DB

View products

Sales

DB

Oranization DB

Buying products

Interaction

Activities & To do lists

Admin DB

Customer

USE CASE

Login

Registered customer information

Admin
Registration approval

Sales history

Progress

Sales force

Incident handling

Submits enhancements

Login

Privileges records

STAFF
Providing security

Sharing sales data

Add/delete/update details

Managing technical issues

Providing registration approvals

Studies overall progress

Login

Campaign handling

ORGANIZATION
List generation

Prospect profiling

Interest tracking

Data extraction

Reporting issues

Submits progress

Login

Registration

Customer
Access services

Placing orders

Receiving products

Placing enhancements

Interaction

Activities & to do lists

ACTIVITY DIAGRAMS

Admin

Start

No
Login Yes

Registered Customer information

Providing security

Sharing sales Data

Add/delete/ Update Details

Managing Technical Issues

Providing registration Approvals

Studiers overall Progress

Logout End

STAFF

Start

No
Login Yes

Privileges Records

Registration Approval

Sales History

Progress

Sales Force

Incident Handling

submits Enhancements

Logout End

ORGANIZATION

Start

No
Login Yes

Campaign Handling

List Generation

Prospect Profiling

Interest Tracking

Data Extraction

Reporting Issues

submits Progress

Logout End

Customer

Start

No
Login Yes

Registration

Access Services

Placing Orders

Receiving Products

Interaction

Activities & Placing To do lists Enhancements

Logout End

SEQUENCE DIAGRAMS

Login
Login

Registered Information Security

Data Sharing

Customer Technical Registration Overall issues Approvals progress details

Admin

Registered Information Providing Security Data Sharing Add/delete/ Update details

Managing Technical issues

Providing Registration Approvals

Study Overall Progress`

Login
Login

Approval

Sales Privileges History

Progress

Sales Force

Incident Handling Enhancements

Sales manager

Registration Approval Privileges Records Maintains Sales History

Study overall progress

Managing Sales Force

Incident Handling & Resolution

Submits Enhancements

Login
Login

Campaign Handling

List

Prospect

Interest

Data

Issues

Progress

Marketing manager

Campaign Handling Generating Lists Prospect Profiling Interest Tracking Data Extraction Reporting Technical Issues

submits Progress

Login Registration Services

Login Registration

Orders

Products Interaction Activities Enhancements

Customer
Accessing Services Placing orders Receiving Products Maintainin g Interaction

Activities & To do lists placing enhancements

CLASS DIAGRAM

Sales Manager

* . 1

+ Sales id +Sales Password -Sales Manager -Registration Report Login() Privileges Records() Registration Approval() Sales History() Progress() Sales Force() Incident Handling() Submits Enhancements()

1 .

1
+Marketing id + Password -Manager name - List Login() Campaign Handling() List Generation() Prospect Profiling() Interest Tracking() Data Extraction() Reporting()

Admin
+ Admin id + Password - Admin name - Status Login() Customer Information() Security() Sharing Sales Data() Manipulating Details() Technical Issues() Enhance Approvals() Studies Overall Progress()

Marketing Manager

Customer

Submits Progress()

.*

+ Customer id + Customer Password - Customer name - Address - Mail id - Contact Number Login() Registration() Access Services() Placing Orders() Receiving Products() Placing Enhancements() Interaction() Activities & To do Lists()

1 .*

ER DIAGRAM

Customer Id

Customer Name

Customer Address

Customer Phone Customer Mail Id

Maintains

Customer

ADMINISTRATOR

Receives

Reports

Progress

Technical Issues

Enhancements

Sales name

Sales Id

Maintains

Sales

SALES MANAGER

Creates

Handles

Product

Incidents

Product Id

Product Type

Product Name

Sales History

Progress

Registrations

Campaign Type

Campaign Content

Campaign Id

C ampaign

Handles

Generate
MARKETING MANAGER

Organization

Organization Address
Generate

Reports

Organization Id

Organization Name

Prospect
Interest Tracking

Technical Issues Data Extraction

Service Id

Registration Product Name

Product Id

Services

No. Of Products

Access

Gets

Products

CUSTOMER

Produces

Feedback

Places

Orders

Enhancements

Interaction

Order Id

No. Of Orders

DATA BASE TABLES

LOGIN TABLE

Field Name
User Name Pass Word User Type

Data Type
Varchar Varchar Varchar

Size
50 50 50

STAFF TABLE Field Name

Staff Id Organization Id Job Title First Name Last Name Gender Date Of Birth Email Phone Other Details

Data Type
int int Varchar Varchar Varchar Varchar date Varchar int Varchar

Size
32 32 500 max max 50

--Max 32 max

CUSTOMER TABLE Field Name

Customer Id Address Id From Date To Date First Name Last Name Gender Date Of Birth Payment Method Other Details

Data Type
int int date date Varchar Varchar Varchar Varchar Varchar Varchar

Size
32 32

----max max max max Max max

ORGANIZATION TABLE Field Name

Organization Id Address Id Organization Name Organization Email Organization Phone Organization Description Other Details

Data Type
int int Varchar Varchar int Varchar Varchar

Size
32 32 max max 32 max max

CONCLUSION
The project ATSCRM mainly deals with how the customer Interact with the organization, improvise the productivity by fulfill the customer Enhancements by submitting the feedback to the organization. Our ATSCRM completely provides the privileges to the customer It mainly implements CMS (Content Management System) to satisfy the customer Requirements. This helps us to maintain healthy relation with a customer and also helps to develop the organization.

THANK YOU