University of Management and Technology, Lahore

Campus

SST/CS Department

Software Engineering (Assignment # 2)

Start Date: 28-11-2023 Section: V3 Total Marks: 10

Due Date: 10-12-2023 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

● SOFTWARE REQUIREMENT SPECIFICATION

1. Functional Requirements (Natural Language software requirement specification)

 Users should have secure login credentials to access the system.

 Access should be based on roles (e.g., admin, sales representative, and
customer).
 Ability to track customer issues within the CRM.

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  Ability to add, edit, and delete contact information.
 Customizable contact fields for storing specific details about customers
and employees (position, department, unique information relevant to
business).
 Track communication history (calls, emails, meetings) with each contact.
 Integration with email systems for automation.
 Integrated calendar for scheduling and tracking appointments.
 Provide with an internal messaging system for employees for team
collaboration (employees can collectively work on a customer inquiry).
 Dashboards for quick insights into CRM data.
 Integration of AI chatbots for off hours customer inquiry handling.

●.1 Product functions (Structured Natural Language software requirement

specification)

ID: FR_01

Name: User
Authentication

Description Input Output Requirements Basic Workflow

This function User name Authenticated Access to User enters login details.
ensures access user session with storage of user
to the CRM Password assigned credentials System verifies and grants
system by permissions. access and assigns
requiring users appropriate role and
to login and permissions.
assigning specific
roles.

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ID: FR_02

Name: Communication
Tracking

Description Input Output Requirements Basic Workflow

Tracks all Communication Communication Valid contact Users communicate from

communications details (subject, window opened of within the within the CRM.
(calls, emails, content, date). the respective system to
meetings) contact record. initiate System logs the
associated with communication communication details
each contact with under the contact's
within the CRM. record.

ID: FR_03

Name: Contact
Management

Description Input Output Requirements Basic Workflow

Enables Contact details Updated contact Customizable Admin navigates to the

company to (name, contact, records in the contact fields, contact management
manage and relation, CRM database. easy-to-use section.
organize preferences). interface for
customer adding/editing Enters or updates contact
contact contacts. details.
information Saves changes, updating
efficiently within the CRM database.
the CRM system.
System can also add
contacts from email
integration automatically.

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ID: FR_04

Name: Reporting and

Analytics

Description Input Output Requirements Basic Workflow

Provides Report parameters, Generated Report User selects report

employees with data filters. reports, visual generation parameters and filters.
the ability to dashboards. information
generate System generates and
customizable displays the requested
reports and report or dashboard.
visual
dashboards for
performance
and key metrics.

ID: FR_05

Name: Email Integration

Description Input Output Requirements Basic Workflow

Provides the Composed Email Send email to all Access to User composes and
ability to containing customers at one customer schedules Email to be
automatically marketing related time. emails in the sent..
send information. database.
promotional and System gathers sends
marketing emails to all customer
emails to contacts in the system.
contacts in the
CRM system.

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ID: FR_06

Name: Task and Calendar

Management

Description Input Output Requirements Basic Workflow

Facilitates the Task details Updated task Integrated Company creates tasks
creation and (description, due records, calendar for related to contacts.
tracking of tasks date, assigned to). synchronized scheduling and
related to calendar events. reminders Tasks are assigned to
contacts with an specific employees with
integrated due dates.
calendar for Employees receive
scheduling. notifications for
upcoming tasks.

Completed tasks are

marked with status
updates.

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Non-functional requirements (define all non-functional requirements as “testable
non-functional requirement” rather than as “goal”).
● Performance
The CRM system shall have short response times for critical functions, such as
contact retrieval and report generation, within acceptable limits. The CRM system
must respond to user interactions within seconds under normal operating
conditions.

● Security
The CRM system should be secure to ensure that it remains secure against
potential threats, with identified vulnerabilities addressed within a specified
timeframe. The CRM system must pass a penetration test annually to ensure that
it meets industry-standard security protocols.

● Reliability
The CRM system should be reliable to ensure that customer support is provided
all the time without any interruption. The CRM system must have a system
uptime of at least 99.5%.

● Interoperability
The CRM system shall successfully exchange data with external systems, such
as email platforms and customer support tools.

● Data Backup and Recovery

The CRM system shall perform automatic daily backups to ensure data integrity, and the
recovery process should be tested and verified.

● Scalability
The CRM system should be able to handle a concurrent user load of at least 500
users without a significant degradation in performance.

● Auditability
The CRM system must log all user interactions and system events, and
administrators should be able to retrieve and review logs for the past days.

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 ● Data Integrity
The CRM system must employ validation checks to ensure the integrity of stored
data.

Product requirements
● User Interface
The CRM system should have a user-friendly interface, ensuring ease of use for
all user roles.

● Integration Capability
The CRM system must seamlessly integrate with commonly used tools such as
email platforms, calendars, and marketing automation software.

● Analytics
Robust reporting and analytics capabilities, including reports and visual
dashboards, should be provided.

● Security Measures
Security measures, including encryption, secure user authentication, and role-
based access controls, should be implemented.

● Scalability
The CRM system should be scalable to accommodate the growth of contacts
over time.

Organizational requirements
● Collaboration
The CRM system should encourage collaboration among different departments,
promoting cross-functional communication.

● Change Management
Organizational change management strategies should be implemented to
facilitate the adoption of the new CRM system.

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 ● Data Security
Data security policies and procedures should be established and followed to
ensure data quality and compliance.

● User Training
Users should undergo training sessions to familiarize themselves with the CRM
system and its functionalities.

External requirements
● Legal Compliance
The CRM system must comply with data protection laws, industry regulations,
and other legal requirements.

● Data Privacy
Data privacy and confidentiality must be maintained, with adherence to regional
and global privacy standards.

● Localization
The CRM system should support multiple languages to accommodate users in
different geographical locations.

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