University of Management and Technology,

Lahore Campus

SST/CS Department

Software Engineering (Assignment # 1)

Start Date: 04-11-2023 Section: V3 Total Marks: 10

Due Date: 10-11-2023 Program: BSCS-Fall 2023

Instructions
1. Understanding of the problems is part of the assignments. So no query please.
2. You will get Zero marks if found any type of cheating.
3. No late submission allowed.

Write down the brief project topic and should not be confusing.

PROJECT TITLE: Customer Relationship Management (CRM) System

STUDENT INFORMATION
Write down the details of the Student.
Sr. Student ID Name

1. F2021266297 M. Abdullah Shaheen

2. F2021266615 Fasi Ur Rehman

1.1 PROBLEM STATEMENT

The problem statement should be concise, It is highly advisable that it should not exceed more than 5 lines.
Client have problem dealing with customer data management and communication processes. He
needs a streamlined Customer Relationship Management System that can allows his customers to
connect and engage in business activities. Existing CRM platforms often lack customization and
integration capabilities, limiting client’s effectiveness for diverse business needs.
1.2 Existing Solution
Current CRM systems in the market provide basic contact management and communication
features. ZenDesk and Salesforce are an example of such CRM platform. However, they may fall
short in offering advanced customization options and seamless integration with other business
tools as needed by client.

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1.3 Proposed Solution
Our project aims to develop a Customer Relationship Management (CRM) System that
revolutionizes customer interaction and data management. By incorporating advanced
customization options and robust integration capabilities, it will address the shortcomings of
existing CRM platforms. This system will be specifically designed per client’s business need and
deeply integrated into his business to carry out customer engagement activities. A basic CRM
system will be designed and delivered to the client first and then other CRM tools will be
developed as add-ons which will be integrated into the system after testing.
1.4 OBJECTIVES
Objectives are the final results to be achieved after the completion of your project.
 Provide CRM software for personalized communication and customer feedback
collection to improve customer satisfaction and loyalty.

 Implement a user-friendly interface for efficient customer data organization, enabling

easy access and retrieval of relevant information.

 Facilitate team collaboration through features like internal messaging within the CRM
system.

 Enable data-driven decision-making through advanced analytics and reporting, allowing

client to identify trends and opportunities for growth.

 Provide advanced integration capabilities to connect CRM platform with shared calendar
to allow tracking of customer queries.

 Integrating AI chatbots into CRM system so the customer query is answered in case any
support representative is not available.

 Provide with marketing automation capabilities to automate repetitive tasks to enhance

marketing. For example, as a new product come into the system, it will automatically
send email marketing content.

 Provide a CRM system with strict security measures to prevent data breach.

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1.5 FEATURES OF PROJECT
Just write down the names of all the features like log in, sign up, search, etc.
 Customizable Contact Profiles: Tailor customer profiles with specific fields, tags, and
attributes to capture unique information relevant to the business.

 Integration with Email and Calendar: Sync with popular email platforms and
calendars for seamless communication tracking and scheduling within the CRM.

 Automation and Workflow Management: Automate routine tasks, such as follow-up

emails, to streamline processes and save time.

 Advanced Reporting and Analytics: Generate insightful reports and dashboards to

monitor sales performance, customer behaviour, and marketing campaign effectiveness.

 Mobile Accessibility: Ensure accessibility on mobile devices for on-the-go access to

critical customer information and communication history.

 Advanced Security System: Provide with an advanced security system that handles
access management of employees to customer data.

 User Feedback System: User will be able to provide feedback to CRM system which
can be used as an insight to improve it.

REFERENCES
Give references to the resources you have consulted in finalizing your project topic.
https://www.techtarget.com/searchcustomerexperience/definition/CRM-customer-relationship-
management
https://www.zendesk.com/
https://www.managementstudyguide.com/customer-relationship-management-
software.htm
https://www.insightly.com/crm/

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