Final Project ISE

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INTRODUCTION TO
7/3/2021 SOFTWARE ENGINEERING
(Final Project)
GROUP MEMBERS
MUHAMMAD SAJJAD 067
SARMAD AHMED 084
SAAD AHMED MALIK 081
MUHAMMAD AZFER IQBAL 054
SARMAD AHMED 084
SABEEH UL HASAN 066
Introduction to Software Engineering (Final Project)
Table of Contents
1. Introduction………………………………………………………………………………………………………………………….1
1.1 Purpose...................................................................................................................................2
1.2 Scope......................................................................................................................................2
1.3 Work Breakdown Structure………………………………………………………………………………………………….3
• Example of Implementation……………………………………………………………………………………..4
2. Overall Description………………………………………………………………………………………………………………………5
2.1 Product Perspective …………………………………………………………………………………………………………………..5
2.2 Operating Environment………………………………………………………………………………………………………………5
2.3 Design and Implementation Constraints…………………………………………………………………………………….6
3. Requirement Identifying Technique……………………………………………………………………………………………..7
3.1 Use Case Diagram…………………………………………………………………………………………………………………….7

3.2 Use Case Description………………………………………………………………………………………………………………..8
4.Functional Requirements……………………………………………………………………………………………………………….9
5.Non-Functional Requirements………………………………………………………………………………………………………10
6. External Interface Requirements………………………………………………………………………………………………….11
7. System Overview………………………………………………………………………………………………………………………….12
7.1 Architectural Design……………………………………………………………………………………………………………………12
8. Design Models………………………………………………………………………………………………………………………………15
• DFD (Level 0) …………………………………………………………………………………………………………15

• DFD (Level 1) …………………………………………………………………………………………………………16
• DFD (Level 2) …………………………………………………………………………………………………………17
• Component Diagram……………………………………………………………………………………………..18
• Communication Diagram……………………………………………………………………………………….18
• Activity Diagrams…………………………………………………………………………………………………..19
• State Machine Diagram………………………………………………………………………………………….21
• Class Diagram………………………………………………………………………………………………………..22
• Object Diagram……………………………………………………………………………………………………..22
• Sequence Diagrams……………………………………………………………………………………………….23
pg. 1
9. Testing Strategies………………………………………………………………………………………………………………………..24
10. CRM Gantt Chart……………………………………………………………………………………………………………………….26
11. References………………………………………………………………………………………………………………………………..27
pg. 2
1.Introduction:
Customer relationship management (CRM) describes the ideas, procedures, and
policies that a company adheres to while dealing with its customers. This
connection includes all direct contacts with customers from the organization’s
perspective, including sales and service operations, forecasting, and analysis of
consumer patterns and behaviors. As a result, CRM helps to improve the
customer experience.
1.1 Purpose
This project aims to showcase the relationship between a customer and an
organization and how it is managed by an organization that provides some service
to the customer.
This project intends to showcase the usefulness of applying CRM technology to
the interaction process between the two parties and the benefits it reaps for
both.
1.2 Scope
The project's scope shall be limited to the extent to which it can portray the
message trying to be conveyed. Without going into unnecessary details, the
project explains and enlightens the readers regarding managing the relationship
between an organization and a customer.
The whole process, starting from placing an order to the printing of the invoice,
shall be a part of the project; this will also include the minute details that fall
between this starting and ending steps, such as examining the inventory.
pg. 3
1.3 Work Breakdown Structure
pg. 4
Example of an Implementation.
pg. 5
2. Overall Description:
2.1 Product Perspective :
The product requirements specification is the fundamental document that
outlines product management's response to stakeholder needs and expectations
and conveys to developers what the product or new features should be.
2.2 Operating Environment :

The operating environment of a business is comprised of its suppliers, customers,
market intermediates who connect the business with its customers, rivals, and
the public.
Both the general and operational environments offer business opportunities but
also introduce uncertainty and create risks that must be managed.
pg. 6
2.3 Design and Implementation Constraints:

Design constraints are those constraints that are imposed on the design solution.
Typically, these limitations are set by the client, the development organization, or
external regulatory agencies. In addition, constraints may be placed on the
system's hardware, software, data, operating processes, interfaces, or any other
component.
Design constraints may significantly affect the design and should be verified
before they are imposed on the solution. A simple method to addressing design
constraints is to classify the types of regulations, define the rules for each
category, and document them as system requirements in the requirements
package, along with their associated reasoning.
pg. 7
Requirement Identifying Technique

3.1 Use Case Diagram
pg. 8
3.2 Use Case Description:
Project Description
Use Case Name Customer Management System
A CRM system essentially provides a central place where businesses can store
customer and prospect data, track customer interactions, and share this
Description information with colleagues. It allows businesses to manage relationships with
customers, helping the business to grow.
Primary: User, Customer

Actors Secondary: Admin
Management, marketing managers, retail sales agents / call center agents / field
Stake Holders sales agents, customers using self-care applications, dealers and product
& Interests managers, investors, employees, etc.
1. Use must have phone number, Gmail, or a Facebook account.

Preconditions 2. User must provide authenticated credentials.
After providing all the authentic credentials user account will be created on
Postconditions Customer Management System.
 The customer is required to enter his/her username and password.

Main success  The actor then responds by entering their respective login details of the
Scenario (or CRM.
Basic Flow):  The actor is only allowed into the CRM software in case of successful
validation
 In case of invalid username or password, an error message is displayed.
Alternative flow The actor is required to decide to login to the CRM system again or the
entire process is cancelled. The use case ends here.
 If the actor did not fill in any mandatory field, an error message is
displayed on top of the CRM software screen.
An actor must be given a valid username and password to login into the CRM
Special system.
Requirement:
Technology & Nil

Data Variation
List:
pg. 9
Frequency of Every time the customer or actor wants to access the system.
Occurrence
Open issues What strategy would the software use in case of unexpected or unseen error.
4.Functional Requirements
 The system should manage and store all its data in a single solution
(customer and historical knowledge). The system may also have the
capability to manage billing and refillable hours to third parties (external
services).
 Plan sales management and visits effectively so that the customer is

satisfied.
 The system should perform direct marketing, including video, social media,
and digital marketing.
 The system should be capable of customer reporting and data analytics to

get full support through feedback.
 The system must have the ability to optimize the customer portfolio
through a 360 ° vision and the creation of an Extranet.
pg. 10
 The system should consist of a customer research feature and have a

complete database management system.
 The system should be fully capable of Customer communications between

the user and the customer, particularly personalized offers, and messaging.
5.Non-Functional Requirements
 It should be essential to ensure that the CRM is available and running all
the time except for some exceptional cases due to margin of error.
 We should be able to download full database backups daily.
 The system should not cost more than a set amount per month and should
not cross beyond the limit.
 The system should have good performance regarding manageable response
time and no lagging during the running of CRM software.
 The software must be able to withstand assaults. The software's behavior
must be accurate and predictable. The software must be accessible and
reliable even when subjected to DoS (Denial of Service) assaults. Finally, the
software must safeguard the integrity of client account data.
 The system should have a standard and disaster recovery feature to
minimize data loss with less than one-hour failover.
 The system should easily be scalable up to thousands of users and records.
pg. 11
6. External Interface Requirements

The external interface enables you to create a Web Request based on an
imported XML request file. A service transaction is also generated with the linked
XML request data in the Web Client with this offline mode, as with the online
mode. You can also include files, as attachments, in a Web request using the
external interface.
Examples of applications for using the external interface are:
 To generate Web requests submitted by requesters on paper forms. In this

case, the request data must be scanned onto paper and converted into an
XML request file by an external program. You can include the scanned
document in the Web request as an attachment.
 To forward request data incorrectly derived from one organization to

another using the Remote Function Call. This generates a Web request
automatically in the receiver organization.
pg. 12
7. System Overview
7.1 Architectural Design
A customer relationship management architectural design describes the strategy,
structure, and procedures required for effective customer relationship
management. CRM software is critical to the architecture's implementation.
pg. 13
pg. 14
8. Design Models
• DFD (Level 0)
pg. 15
• DFD (Level 1)
pg. 16
• DFD (Level 2)
pg. 17
• Component Diagram
• Communication Diagram
pg. 18
• Activity Diagrams
pg. 19
pg. 20
State Machine Diagram
pg. 21
• Class Diagram
• Object Diagram
pg. 22
• Sequence Diagrams
pg. 23
9. Testing Strategies:
Testing aids in identifying errors and optimizing system performance. CRM testing
is critical for CRM operations to succeed.
There are two areas to test in a CRM system: data quality and data conversion
and functionality. Apart from these two significant areas, other testing
procedures are critical.
Data Quality & Data Conversion

The first test cycle focuses on data quality and conversion issues. At each stage of
the customer journey or update, you should verify that the CRM performs as
expected, both with and without data.
Following are its features:
pg. 24
 No data duplication: Ensure that no data is duplicated, as none

is acceptable.
 Confidential data remains hidden Only legitimate data should be tested

since various customer roles should be aware of this.
 No wrong fields populated: Check information of a single transaction

should not appear in the historical context.
 New and updated data saves well: Check card and customer data must be
securely stored and updated regularly.
 No missing data: Test that the required information is available to the

appropriate user levels.
 Data Is being mapped rightly: Verify that the selected fields appear in the
correct gridlines.
 Graphs depict all data accurately: Verify that important data, such as sales
rates, is accurate.
 Data sorting done perfectly: Each sortable field should be tested to ensure
that it works properly.
 Functionality: The second testing cycle is dedicated to evaluating the CRM

platform's functional capabilities.
pg. 25
10. CRM Gantt Chart
pg. 26
11. References
https://www.getapp.com/resources/crm-architecture/
https://www.investopedia.com/terms/c/customer_relation_management.asp
https://www.superoffice.com/blog/what-is-crm/
pg. 27

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2.1 Product Perspective …………………………………………………………………………………………………………………..5

2.2 Operating Environment………………………………………………………………………………………………………………5

2.3 Design and Implementation Constraints…………………………………………………………………………………….6

3. Requirement Identifying Technique……………………………………………………………………………………………..7

3.1 Use Case Diagram…………………………………………………………………………………………………………………….7

6. External Interface Requirements………………………………………………………………………………………………….11

7.1 Architectural Design……………………………………………………………………………………………………………………12

• DFD (Level 0) …………………………………………………………………………………………………………15

10. CRM Gantt Chart……………………………………………………………………………………………………………………….26

1.3 Work Breakdown Structure

2.2 Operating Environment :

2.3 Design and Implementation Constraints:

Requirement Identifying Technique

3.2 Use Case Description:

Use Case Name Customer Management System

Primary: User, Customer

1. Use must have phone number, Gmail, or a Facebook account.

 The customer is required to enter his/her username and password.

Technology & Nil

 Plan sales management and visits effectively so that the customer is

 The system should be capable of customer reporting and data analytics to

 The system should consist of a customer research feature and have a

 The system should be fully capable of Customer communications between

6. External Interface Requirements

Examples of applications for using the external interface are:

 To generate Web requests submitted by requesters on paper forms. In this

 To forward request data incorrectly derived from one organization to

State Machine Diagram

Data Quality & Data Conversion

 No data duplication: Ensure that no data is duplicated, as none

 Confidential data remains hidden Only legitimate data should be tested

 No wrong fields populated: Check information of a single transaction

 No missing data: Test that the required information is available to the

 Functionality: The second testing cycle is dedicated to evaluating the CRM

10. CRM Gantt Chart

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