Customer Relationship Management System (Aamer1)

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S o f t w a r e R e q u i r e m e n t S p e c i f i c a t i o n s ( S R S )

U C P A p p l i c a t i o n D e v e l o p m e n t P r o j e c t S t a n d a r d s 1

In the name of Allah, Most Gracious, Most Merciful.


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PROJECT TITLE

CUSTOMERRELATIONSHIPMANAGEMENTSYSTEM

CRMS

MEMBERS

AAMERQAYYUM KHANBBIT(HONS)

IQRA UNIVERSITY,LAHORE CAMPUS

ADVISOR

PROF:DR.ADNAN


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DEDICATION

I dedicate my work to my parents, without whom encouragement nothingwould have been possible. Thank you for your love and support.

Last but not the least I would like to dedicate this work to the Great of asset of

our country PAKISTAN ARMY who are the defenders of our borders. I am

feeling extremely proud for dedicating my work to the brave & valiant soldiers of

our beloved country who are holding the motto for the nation that

If I dont come back, tell them,

I have sacrificed my today for their tomorrow


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Acknowledgement

Praise to Allah the most beneficent and the most merciful, gave me the power

of knowledge to overcome this task. I would like to thank my parents and my

Advisor Dr. Adnan for his support, cooperation and his faith in me. I would also

like to thank my colleagues for their support and ideas.


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Software Requirement Specification

Chapter 1

Section 1: Vision Statement

The need for this system arose in order to overcome the limitations of previously workingsoftware this product would abide by the latest conventions and standards to ensure betterconformity and to compete with existing softwares of its nature.

1.1 Software Purpose

Name CRM FOR MOBILE PHONE COMPANY

Release No. 1

Version No. 1.0

System Subsystem Revision

Description

The proposed system would assist customer relationship management for amobile phone company via website.

1. 2 Software Scope

The software will facilitate customer relationship management the current systems istelephone based CRM system and the customer does not get the required information in astraightforward manner the purposed system being online would provide the client withall the information in plain and efficient manner all the billing and supplementarytransactions with the customer will be carry out online.Customers (client) have much importance in any organization the goal of this software isto provide the customer with all the required information regarding their valuedinvestments and to keep the good will of the customers.This software will be much more efficient compared to telephone based CRM system andwill be mutually beneficial for both company and the customers.

1. 3 Software PerspectiveThere are many companies that are providing mobile services and this number increasesday by day. In these competitive circumstances, there is a serious concern for thesecompanies to pay attention towards maintaining strong relationship with its customers.The relationship with the customers should be strong enough to hold them to theparticular cellular network. The system that is being developed aims to provide supportand services to the customers through a consistent channel, this is how the thought ofdeveloping this system emerged.


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This proposed product would be linked to official website ofMOBILINKbut would becompletely stand alone in its functionality it would be a self contained product and wouldonly require raw data and some feedback as an input, although there are certain similar products already in application at certain organization yet it is the first member (1stversion) of its family. The product would be developed according to latest standards and

therefore would hopefully be competitive enough to replace its current counter parts.

1.4 Document conventions and definitions

HEADING FONT

TYPE: Times New Roman SIZE: 12 BOLD

OVERALL FONT

TYPE: Times New Roman SIZE: 12

SUBHEADING FONT

TYPE: Times New Roman SIZE: 12 BOLD

1. 5 Intended audience and reading suggestionsIn order to understand the SRS document it is very important that the project scope aswell as the nature of project is completely understood and there are no doubts in the mindof intended reader, with these two issues handled we believe that it would bestraightforward and understandable.The intended readers would be the following along with all other stakeholders that aredirectly related to the system.

1. Project Manager.2. Client Engineers.3. Client Manager.4. System Developers.


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Chapter 2

Section 1: Overall Description

1.1 IntroductionThe system is basically a Customer Relationship Management System in which the

backend would be in SQL SERVER and the database would be interpreted by SQLqueries. As an on-line system, It will act as an information source about the organizationand will manage the information of customers for them, As it is a CRM system so itwould provide services related to sales and marketing i.e. online payments, billing, querymanagement system requests for blocking a sim and much more.

Who the system is being developed for?Besides the organization, customers mostly young people (age: 18 to 30) and includingbusinessmen, government officials etc. Gender could be male/female. The users could be

any one who uses a mobile phone.The end users of the system being developed are also the people (employees) working inthe organization because the system is directly related to the employees, as they are theone who would be using it along with the customers. But eventually the system will servethe customers and will provide the basic services offered by the organization and neededby the customers.

Why is such a system required?Customers (client) have a much importance in any organization. These are the people

for whom many organizations work to serve and attract these people to them. To serveand hold customers to an organization , that organization needs to maintain strong

relationship with its customer. So a system is required which could help the organizationin this regard.There are many customers related to the mobile service providers and this numberincreases day by day. In situation like this, they had to pay serious attention towardsmaintaining strong relationship with its customers. The relationship with the customersshould be strong enough to hold them to the particular cellular network. The system thatis being developed aims to provide support and services to the customers through aconsistent channel.

What will be the main challenge for you in building the system?In building a CRM system the main challenge is that of research and learning of new

tools and technologies along with their implementation using methods and techniques asrequired by the task. Research is a main challenge as the technologies that are not knownwould be required to be learned and the ones that are already known would be researchedfurther to increase the functionality and effectiveness of the system.For developing a CRM system for a cellular network and implementing that system in areal world environment needs comprehensive research in the particular business. Oneneeds to know the process and policies of the concerned business. The different theories


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related to CRM have to be studied and implemented in the system to provide the CRMservices to the customer.

What new ideas and theory will you need to learn to build the system?In building a CRM system following would have to be learned:

Languages: Any of .NET framework (ASP, ASP.NET, VB.NET)

Structured Query Language (SQL)

Hyper Text Markup Language (HTML)Tools:

Microsoft Visaul Studio.Net

SQL SERVER

Microsoft IIS 5

Macromedia Dream weaver 4 or higher

Macromedia Flash 5

Macromedia Swish 2.0

Brief description of the resources needed by the proposal:

(I.e. hardware, software, access to information/expertise, user involvement etc.)

The minimum system requirement would include standard PC running Windows95/98/2000/NT operating system. 75 MHZ Pentium or faster (or compatible). 64 MBRAM (Random Access Memory), VGA or Higher Resolution Monitor (SVGARecommended).

Software:

Microsoft Visual Studio.NET (Enterprise Edition) SQL SERVER Microsoft IIS 5 Macromedia Dream weaver 4 or higher Macromedia Flash MX, Swish 2.0 Microsoft Visio Adobe Photoshop 7.0

Hardware: Standard PC with modem (for accessing the internet)

Books and research papers are the main source of references for theories on CustomerRelationship Management. Web sites also prove to be another useful resource forlearning technologies such as ASP.NET and SQL SERVER.

For requirements gathering we interviewed the sales manager for problem relating tosales, marketing manager for their targeted market, users, and problems in marketing.People Interviewed:Sales Manager


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Marketing Manager

Programming techniques / packages:

The system would be developed using the latest technologies and techniques that are in

use nowadays. In programming, Object Orientated Techniques would be used forincreased functionality, reusability and efficiency. For the front end, ASP .NET would beused to create dynamic web pages using client side and server side scripting technologies.For the backend, database would be developed in SQL server. A comprehensive researchon learning these technologies needs to be done to deliver a successful system. For theresearch, web sites offering tutorials, support centers, how to articles, code samples,books and related teachers would be helpful.

Brief description of the development plan for the proposed project:

(I.e. which software methodology and why, the major areas or functions to be

developed and the order in which they will be developed)

Two software methodologies would be used namely Object Oriented SoftwareDevelopment (OOSD) and Prototyping. Prototyping is being used because it aims toinvolve the users in the development of the system. Each time a prototype (function) ofthe system will be will be completed, it will be assessed by some users and necessarychanges would be done accordingly.The system is divided in 4 major development areas which are a follows;

Interface Design:This area includes the development of the interface of the system. The contents would beidentified along with their arrangement. This will also incorporate the navigationalsystem by which the user will navigate through the system. For these tasks storyboardingwould be used and HCI considerations would be looked after.

Database Design:This development area will include designing of the central database in which all thenecessary data will be stored. In this stage, the data will be identified that is to be stored,entities, attributes along with their relationships with each other.

Coding:This is the major development area which includes coding of the system in the statedlanguages. All the major functions would be developed and testing side by side. Afterdevelopment, integration of all the units would be done and tested to see the functionalityafter integration.

Installation and Configuration:This stage will include the installation of the system along with the configuration. Theconfiguration would include the configuration of the Microsoft IIS 5 server which willhost the system.


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Brief description of the evaluation and test plan for the proposed project:

Testing of the system would be considered as an ongoing process which would be

conducted after development of every function and at the integration of these functions.Some of the major testing areas include;

Data Validation Test:This test would be done throughout the development and finally after the developmenti.e. integration. The will include preparation of test data and entering that data valid orintentionally invalid in the system to check that the system accepts no garbage data in thedatabase.

Security Test:This test will ensure that no unauthorized user is able to enter the system as administrator

and make any updation to the system.

Dot Net Framework and ASP.Net

As the CRMS would be maintaining an online database to store information so MicrosoftDot Net Framework (ASP.Net) was chosen for the development of the system. ASP.Netis a new powerful server side technology for creating dynamic web pages. The Dot NetFramework is a collection of technologies to provide the developer with a wide rangeobject to use. It consists of a number of different libraries, classes and assemblies thatcould be used by the developer to provide the functionality as desired. The componentsof the framework include firstly a MS Intermediate Language (MSIL) which is the formthat ordinary code is transformed into after compilation. All languages used in theframework i.e. VB.Net, C#, Jscript.Net are the same in this Common Language of Dot Net. Secondly a Common Language Runtime (CLR) which is responsible for theexecution of the MSIL code on the computer and also proves to be an interface betweenthe application and operating system and web server. Thirdly Framework Class Librarieswhich are code libraries that contain a large collection of functionalities (code) that thedeveloper can use as desired by the requirements. Lastly ASP.Net which can be seen asthe element to use the Dot Net Framework over the web. The IIS is used to host ASP.Netweb pages that are compiled to full Dot Net programs which are used to generate htmlthat is sent to the user who requested them.

Justification of ChoiceASP.Net has been chosen the technology for the development of the CRMS instead ofclassic ASP. ASP.Net was preferred over ASP, as the chosen one provides certainbenefits when compared. Firstly ASP is restricted to use only VBScript/JavaScript whichare not complete programming languages to add processing logic to the web page whileASP.Net offers a variety of programming languages like VB.Net, C#, Jscript.Net for thedevelopment of the system. Moreover it separates the code from html by providing twofile in a web page. One being the html file that has relevant formatting instruction while


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the other code behind file that contains the server side code. Then ASP object supportconsists of six main objects which are components that make web development dynamic.The objects are interface based, not object based so are often called components. Objectusage could be extended with COM objects or COM+ (including transactions) that caninteract with ASP objects. It supports default interface COM programming, not multiple

interfaces. COM and COM+ objects tend to need GUI tools that automate their creation.ASP.Net can also consume COM and COM+ objects and can be used to create objectsthat support interfaces and inheritance. Languages can inherit and override methods ofobjects created in different languages. These can be built with text editors and GUIs are aconvenience not a necessity. The components could be transformed into SOAP listenersand proxies with trivial amounts of work by just setting a few attributes. Classic ASP hasDatabase support via ADO which communicates with ODBC and OLEDB databases.Most database display is done through record sets and loops. Most database manipulationrequires code coupled to back-end database that may fail if drivers are switched andneeds to be written while ASP.Net supports data access via ADO.net whichcommunicates with ODBC and OLEDB databases, XML Streams, Binary Streams but is

loosely coupled so differences between database vendors do not affect the programmingmodel. Moreover database display never involves loops. Templates, grouped controls,Grids and many other structures eliminate need for loops and flexibility is provided soprogrammer can control all interaction between these objects. ASP is a browser neutraltechnology but ASP. Nets validators and built-in components use detection to renderGUIs that behave consistently on a variety of browsers. ASP.net has lots of facilities sothat controls can detects the browser and renders the GUI very differently depending onwhat browser requests the page without having to expose this sensing to higher level call.


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Section 2: System features

2.1 System Features of an Administrator

2.1.1Login:This is executed when administrator wants to use the services provided by thewebsite, administrator enters his login and password and if authenticated by thesystem the user is allowed to enter the website.

2.1.2Add connection:This is executed when administrator wants to add connections in the inventory list,the administrator presses the add connections link on the main page and enters theserial number the system saves this information in the database and a connection isadded.

2.1.3Add bills:This is executed when administrator wants to add bills of customers in order toprocess their requests to pay bills the administrator presses the add bill link on themain page system show the customer name and submits the form the user also entersthe customer information. This request goes to the system and if there is no problemthe bill is added.

2.1.4 Add sub administrator:This is executed when administrator wants too create sub-administrator who canperform all the functions of the administrator except creating sub-administrator theadministrator presses the create sub-admin link on the main page the user enters thesub-administrator information and submits the form, the request is processed by thesystem and a sub-administrator is created.

2.1.5 Block sim:This is executed when administrator wants to block some ones sim. The administratorenters the block connections link on the main page the system shows the unblockconnections and sim status the user blocks the connection in sequence or by searchinga specific customer.

2.1.6 Online payment request:

This is executed when administrator wants to view and process on line paymentrequests the administratorpresses the online payment request link on the man page thesystem shows the number of pending requests the user either views the customerprofiles or presses the add to online link which changes the status to online requestfrom seen to unseen and the information is stored in database.


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2.1.7 Roaming request:This is executed when administrator wants to view and process roaming requests bycustomers the administrator presses the international roaming request link on themain page the system shows the number of pending requests, the user start viewingthe requests and will also switch their international roaming on if there is no problem

with the customer information2.1.8 View feedback:This is executed when administrator wants to view feedback of some customer thissystem show the feedbacks pending the user views the feedbacks and the systemremoves that particular feedback from the list that has been seen by the administrator.

2.1.9 View queries:This is executed when administrator wants to view feedback of some customer thissystem show the feedbacks pending the user views the feedbacks and the systemremoves that particular feedback from the list that has been seen by the administrator.

2.1.10 View customer profile:This is executed when administrator wants to view profile of some customer. Theadministrator presses the view profile link on the main page the system shows asearch bar to search for certain customer, the system shows the customer profile.2.1.11 Update profile:This is executed when administrator wants to update his profile, the administratorpresses the update profile link on the main page he/she views its profile and updates itand submits it which is saved over his/her previous profile2.1.12 Connection information:This is executed when administrator wants to view connections information, theadministrator presses the connections information link on the main page the systemdisplays complete information about all the connections sold and available in theinventory list.

2.1.13 Payment information:This is executed when administrator wants to view payments information, theadministrator presses the payments information link on the main page the systemdisplays complete information about all the payments made i.e. bills paid orconnections sold.

2.1.14 Change password:This is executed when administrator wants to change his/her password theadministrator presses the change password link on the main page the system displayshim a form a form the user enters his password information which if validated, hisprofile is changed with the new password .

2.1.15 Logoff:This is executed when administrator wants to stop using the services provided by thesite. The administrator presses the log off link on the man page and his connection isblocked from the site he cannot interact with the site any more.


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2.2 System Features of the Customer

2.2.1 Register userThis is executed when user want to register him/her self for the first time the user presses

the register user link on the main site, system opens a form user fills the form and submitif the information has no problem the user is given his/password and username.

2.2.2 LoginThis is executed when user wants to use the services provided by the website so he/shelogs in the system, user enters his login and password and if authenticated by the systemthe user is allowed to enter the website.

2.2.3 Pay billsThis is executed when user wants to pay his pending bills online. They user presses thepay bill link on the user main, the system shows him his pending bills he adds his credit

card details the system verifies his card and if the card is verified his bill is paid online

2.2.4 Connection statusThis is executed when user wants to by his connection online. The user presses purchaseconnection link on the purchase connection page, the system displays him the availabilityof connections the user enters his references and card information which is verified formthe system and if valid he gets a serial number which he can take to the nearest branch ofMobilink to get his connection.

2.2.5 QueryThis is executed, when user wants some information from the system. User writes the

query on the query window and sends it through the website to the CRMS system wherehis query is studied and replied later.

2.2.6 FeedbackThis is executed when user wants to give some feedback about the system or about itssome feature. The user presses feedback link on the main page he/she enters its feedbackwhich is send to CRMS centre for further processing and is used to make system moreuseful and user friendly

2.2.7 Request online paymentThis is executed when user wants to convert his billing to online from offline, user

presses the request for online payment link on the main page system shows the customerhis/her profile and mobile number if the information is correct the user submits it thisrequest is processed by the system and if there is no problem the billing of customer isswitched from offline to online

2.2.8 Block simThis is executed when customer wants to block his connection online, the user presses theblock connection link on the main page he/she views its profile and mobile number and if


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the profile is ok and the number is the same as the customer wants to block then he sendsthe request which is processed by the system and if there is no problem his sim isblocked.2.2.9 International roamingThis is executed when user wants to switch on his international roaming through internet,

the user presses the international roaming link on the main page he/she views its profileand sends request which is processed by the system and it there is no problem roaming isswitched on for the particular customer.

2.2.10 Update profileThis is executed when user wants to update his profile, the customer presses the updatecustomer profile link on the main page he/she views its profile and updates it and submitsit which is saved over customers old profile.

2.2.11Change passwordThis is executed when user wants to change his/her password the user presses the change

password link on the main page the system displays him a form a form the user enters hispassword information which if validated, his profile is changed with the new password .

2.2.12 LogoutThis is executed when user wants to stop using the services provided by the site. The userpresses the log off link on the man page and his connection is blocked from the site hecannot interact with the site any more.


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Chapter 3

Section 1: Analysis and Design

1. 1 Overview of Analysis

The analysis phase holds much importance in the development process of a system as theoutputs of this phase helps in understanding the underlying nature of the system. At thistime the functional and other requirements are gathered that clarifies different features ofthe system. Above all, the user requirements are collected. These requirements aregathered by letting people to fill a questionnaire and by interviewing people related to theparticular business as they are serving the customers and know much about their needsand problems. The requirements that have been gathered are then examined carefully toformulate use cases. The development of use cases is a good approach in determining theuser requirements and hence the functionality of the system. UML is used to make the

use cases. The use cases describe what the system has to do and not how it would bedone. Besides, user requirements regarding the interface of the system are collectedwhich helps in designing of the first prototype that could be evaluated and necessaryamendments could be made to the prototype.

1.2 Requirement Specifications

1.2.1 The Problem

The need for a CRM system for the company arose from entering of many cellular

networks in the market in turn increasing the competition among the companies day byday. Besides this, customer un-satisfaction resulted in low sales in the region was theprimary cause of developing the system. The network is being upgraded to increase itsperformance along with the CRM system is being develop to maintain the relationshipwith the customers.

The traditional service solution for the company and other cellular networks has been thecall center where the telephone accounts for the majority of interactions. However, callcenters are not a service model that can best address the customer and enterpriserequirements for several reasons. Call centers are inbound, reactive service environments,

requiring costly agent intervention to resolve every issue. Call centers typically sufferfrom a lack of access to relevant information, as agents cannot review past interactionsnor gain access to customer data outside the call center database. Without thisinformation, agents have little understanding of the customers behavior or interactionswith other parts of the enterprise.

Customers want a business relationship with the enterprise that delivers firstly more andmore efficient interactions. They demand communication channel choice and around-the-clock interactions. In addition, as workloads accelerate, they seek higher productivity


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through automated interactions that eliminate the need for human intervention tocomplete tasks. Secondly greater information and process access. The Internet has madethe possibility of information access and process participation a reality, and customerswant to take advantage of this transparency to gain insight into what is taking place insidethe enterprise related to them. So the proposed web based system aims to relate the

customers directly to the system, which would prove to be an effective way of solvingtheir problems as described by them. As the customer would be using the system, so thesystem should be very user friendly in which the user finds no difficulty in using thesystem effectively to satisfy its needs/solve his/her problems.

1. 2. 2 Alternative Solutions to the Problem

There are other CRM software available in the market for use but besides, they areexpensive, they would also not specifically cater the business requirements oforganization. The call center is a way of providing support to the customers but is lessvalue adding. Instead, a web based CRM system for the subscribers is the best solution to

the problem as it is being developed specifically according to the business requirementsof the company.

1. 2. 3 The Proposed Product

The proposed system is a web based Customer Relationship Management (CRM)System. The software would maintain an SQL SERVER database for storing relevantdata captured during the interaction with the customer. Structured Query Language(SQL) would be used for storing and retrieving data. The SQL queries could also beembedded in any of .NET Framework environments. The system would be developedusing ASP.NET which would be used as a server side as well as client side technology to

create dynamic web pages. The ASP.NET engine would parse the code to regenerateHTML and Microsoft IIS 5 would provide the engine that can be used as a web server towork with ASP.NET.

The CRM system will also act as an e-commerce web project. The basic aim of thesystem is to facilitate the mobile service for the customers to build an everlastingrelationship with its customers. The system would be a part of the official website of thecompany so combined these will act as a CRM system as well as a source of informationand marketing for the new users.

As a CRM system, it will facilitate online payments and registration for the purchase ofnew connections, on line payments for monthly billings, query management system,which would allow customers to send their queries about a problem and receive thesolution, knowledge acquisition for market research with feedback forms, pre and posttransactional information, user manuals, online sales, services to acquire the market.Besides this, there would be special logins for the employees of the company asadministrators of the system with full authority to the system. These people could makeall the necessary changes and updation to the system and database.


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1. 2. 4 The Customers/Users

Besides the organization, customers mostly young people (age: 15 to 30) and includingbusinessmen, government officials etc. Gender could be male/female. The users could beany one who uses a mobile phone. A large number of users (i.e. approx. 1,000,000)would be using the system. Most of them would be computer literate who just know howto operate a computer or at least know to use the Internet. These people are currentlyprovided support from call centers but with new system, not much time of the user willbe wasted and he/she would be provided with value added services to support them.

The end users of the system being developed are also the people (employees) working inthe organization because the system is directly related to the employees, as they are theone who would be using it along with the customers. But eventually the system will servethe customers. As the organization is a mobile service provider so the customers whohave any queries would be using the system.

1. 2. 5 The Environment

The implementation of the new system would result in changing of some of theenvironmental factors of the company because the proposed system aims to computerizemost of the operations that are manually done by the company. For instance, the onlinesales of new connections will be done through the system (Internet). This will involve inmodification of some of the business processes.

1. 2. 6 Functional Requirements

1. 2. 6. 1 Business and Customer Requirements

The new system is based on specific requirement of business as well as customer tofacilitate both. Following are the requirements compared with the functionalities of thesystem.

As mobile service provider, the company operates for a large number of subscribers.Providing a group of people at the call center for their support is not enough. Instead,subscribers should be involved in the Customer Service Processes i.e. through the system.

Time is an issue for most of the businesses in the world. Company needs to facilitate the

process of order filling and fulfillment to deliver quality products and services within anacceptable time frame that suits the customer. In this regard, the system aims to provideonline sales and services round the clock for its customers.

Moreover the system shall provide online bill payment facility for its customers who canpay their monthly bills through the system using a credit card.


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In order to provide support for the companys customers, a query management system isadded with the system to incorporate the queries and their solutions to and for thecustomers.

The customers want to be a part of the business process that involves them and a webbased CRMS is the best way of involving them from their home to the company (system).

1. 2. 7 Non Functional Requirements

1. 2. 7. 1 Interface Requirements

The system would be used by a large number of users who have different behavior. Somewould have high computer knowledge while others have limited knowledge. Somepeople have different perception than others. So the proposed system requires being userfriendly so that any user who logs on to the system could easily navigate through thesystem and would find no difficulty in solving his/her problems through the system.

1. 2. 7. 2 Performance Requirements

The system shall be up to the mark when performance is challenged. The system will takenot more than 15 seconds to load in normal circumstances relating to internet speed andsystem usage. The response time for any request to the system would be minimum.

1. 2. 7. 3 Quality Requirements

The CRMS needs to up to the quality standards. This means that the system should be

able to complete the tasks that it is designed for with no errors and faults. This requiresextra amount of work during the testing of the system so that all the modules andfunctions are thoroughly tested to identify errors and faults and that must be correctedimmediately

1. 2. 7. 4 System/Hardware Requirements

The proposed system requires a standard PC running Windows 95/98/2000/NT operatingsystem. 75 MHZ Pentium or faster (or compatible). 64 MB RAM (Random AccessMemory), VGA or Higher Resolution Monitor (SVGA Recommended), a 56k modem toconnect to Internet. Besides, high speed Internet connection is required which could

provide high data rate for transporting the information to and from the system. Monitorresolution would be incorporated after development.

1. 2. 7. 5 Security Requirements

The business requires security of its systems as well as information. So the systemrequires security and integrity of the information that is stored by the system. Nounauthorized individual either in the company or out side the company would be able to


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use the system to crash it or retrieve any useful information from the system. Only peoplewho are authorized by the company would be able to use the system according to theirright privileges.


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Section 2: Architectural Design

The CRMS is based on the client server model of web applications. The system would bemaintaining an SQL SERVER database at the backend. This would be a central databasewhich would be maintaining records of all the persistence entities namely customer,administrator, billings, sales, inventory, queries etc. The diagram shows a high levelarchitecture of the CRMS. Every operation that has to be done by the system is in form ofa request made to the web server. Every request is of a certain web page that is designedto perform some operation. The user PC (personal computer) or browser forwards therequest made by the user to the web server. The web server could be thought of as a bigstorage space where all the web pages of the application are stored. It locates the pagesand examines the extension as if found; it forwards it to the ASP.Net engine which isresponsible for the execution of the code in the page. The code might request a databaseoperation which is done by the SQL Server. After completion of all the operationsrequested by the user, a web pages is generated dynamically which might containconfirmation of operation or some other information. The generated pages are presentedto the user. All the operations of the CRMS follow the cycle shown in the figure.


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Chapter 4

Section 1: Used Cases

Actors

CustomerThis actor represents an important role in the current system as it is the main user of thesystem. There is constraint for operating the system i.e. the user must be registered to thesystem. The customer should be a Mobilink customer to use the system. Almost all theuse cases are directly or indirectly initiated by this actor.

AdministratorThis actor is the administrator of the system who has the privileges of modifying the datain the main database of the system (company). The system on the whole could beconfigured and modified as the administrator has all the knowledge necessary for thoseoperations.

1.1 USECASE DESCRIPTION

Used case no 1: Login

Basic InformationActors: Administrator, Sub administrator and Customer.Purpose: This use case is executed, when user wants to login.Cross References: NilFeature: To login.Typical Course of Events1. The user presses the login link on the main page.2. The system displays a login form.3. The user enters his username and password and submits the form.4. The system validates the user and if validated it gives him access to website.Alternate Course of Events4. The data entered for sub admin is invalid. The system prompts the user invalidusername/Password.


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Used case no 2: Log off

Basic InformationActors: Administrator, Sub administrator and Customer.Purpose: This use case is executed, when user wants to logoff.Cross References: Nil

Feature: To log off.Typical Course of Events1. The user presses the log off link on the main page.2. The system displays a log off form with the message logged off.Alternate Course of Events

Used case no 3: Create Sub administrator

Basic InformationActors: Administrator.

Purpose: This use case is executed, when user wants to create sub administrator.Cross References: NilFeature: To create sub administrator.Typical Course of Events1. The user presses the create sub admin link on the main page.2. The system displays add sub-administrator form.3. The user enters the sub administrator information and submits the form.4. The system gives a prompt sub-administrator created and saves the data.Alternate Course of Events3. The data entered for sub-administrator is invalid. The system prompts the user to fillagain.4. The data could not be saved in the database due to a run time error. The system willthen perform error handling routines.

Used case no 4: Add Bills

Basic InformationActors: Administrator and sub administrator.Purpose: This use case is executed, when user adds bill against billing request

of customers.Cross References: NilFeature: To add bills.Typical Course of Events1. The user presses the add bills link on the main page.2. The system displays a form showing persons name that has send request to pay billonline.3. The user enters the billing information about the customer and submits the form.4. The system saves the information.


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Alternate Course of Events3. The data entered for sub admin is invalid. The system prompts the user to fill again.4. The data could not be saved in the database due to a run time error. The system willthen perform error handling routines.

Used case no 5: Add Connections

Basic InformationActors: Administrator and sub administrator.Purpose: This use case is executed, when user add connections in the items list.Cross References: NilFeature: To add connections.Typical Course of Events

1. The user presses the add connections link on the main page.2. The system displays a form showing connection type and serial number.3. The user enters the serial number and submits the form.4. The system saves the information and prompts connection added.Alternate Course of Events3. The data entered for sub admin is invalid. The system prompts the user to fill again.4. The data could not be saved in the database due to a run time error. The system willthen perform error handling routines.

Used case no 6: Block request

Basic InformationActors: Administrator and sub administrator.Purpose: This use case is executed, when user wants to see the block sim

requests in the items list.Cross References: NilFeature: To block sim.Typical Course of Events1. The user presses the block sim request link on the main page.2. The system displays a form showing number of all unblock connections, customersusername and sim status along with a search text box.3. The user views the customer profile, his sim status through search or in sequence andpresses the block sim button.4. The system saves the information and blocks the user sim and reduces the number ofblocked Sims.

Alternate Course of Events


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4. The data could not be saved in the database due to a run time error. The system willthen perform error handling routines.

Used case no 7: View customer profile

Basic InformationActors: Administrator and sub administrator.Purpose: This use case is executed, when user wants to view customer profile.Cross References: NilFeature: To view customer profile.Typical Course of Events1. The user presses the view customer profile link on the main page.2. The system displays a form showing a search bar.3. The user searches the customer.4. Then the system shows selected customers profile.

Alternate Course of EventsNil

Used case no 8: View feedback

Basic InformationActors: Administrator and sub administrator.Purpose: This use case is executed, when user wants to view feedback.Cross References: NilFeature: To view feedback.Typical Course of Events1. The user presses the view feedback link on the main page.2. The system displays a form showing customers feedback along with the number offeed backs pending.3. The user will view the feedback4. System will remove the feedback from the list on form.

Alternate Course of Events4. The data could not be saved in the database due to a run time error. The system willthen perform error handling routines.

Used case no 9: Online payment request

Basic InformationActors: Administrator and sub administrator.Purpose: This use case is executed, when user wants to view and process

online payment requests.


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Cross References: NilFeature: To check online request for billing.Typical Course of Events1. The user presses the online payment request link on the main page.2. The system displays a form showing a customer name along with the type of billing

and a list of pending requests.3. The user will view customer profile and press the button, add to online.4. System will save the information in the database and the will remove the customerform the list.Alternate Course of Events4. The data could not be saved in the database due to a run time error. The system willthen perform error handling routines.

Used case no 10: International roaming

Basic InformationActors: Administrator and sub administrator.Purpose: This use case is executed, when user wants to view and process

roaming requests.Cross References: NilFeature: To check roaming.Typical Course of Events1. The user presses the international roaming link on the main page.2. The system displays a form showing a customer name along with the number ofroaming requests.3. The user will view information and then press the commit button4. System will save the information in the database and will switch on internationalroaming for the customer.Alternate Course of Events4. The data could not be saved in the database due to a run time error. The system willthen perform error handling routines.

Used case no 11: Update Profile

Basic InformationActors: Administrator and sub-administrator.Purpose: This use case is executed, when user wants to update his profile.Cross References: NilFeature: To update profile.Typical Course of Events1. The user presses the update profile link on the main page.


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2. The system displays a form containing user profile without the password field.3. The user views his profile and presses the update profile button.4. The system displays a form the user updates the profile and presses the save button.

Alternate Course of Events

3. If the customer profile does not match then the customer either updates his profile orcontacts the main office.4.The data could not be saved in the database due to a run time error. The system willthen perform error handling routines.

Used case no 12: Change password

Basic InformationActors: Administrator and sub-administrator.Purpose: This use case is executed, when user wants to change password.Cross References: NilFeature: To change password.Typical Course of Events1. The user presses the change password link on the main page.2. The system displays a form containing with fields old password, new password andconfirm new password.3. The user enters his password detail and presses submit button.4. The system saves this information is users profile and prompts the user passwordchanged.

Alternate Course of Events3. If old and new password are not validated than user is prompted to fill again.4. The data could not be saved in the database due to a run time error. The system willthen perform error handling routines.

Used case no 13: View Query

Basic InformationActors: Administrator and sub administrator.Purpose: This use case is executed, when user wants to view query.Cross References: NilFeature: To view query.


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Typical Course of Events1. The user presses the view query link on the main page.2. The system displays a form showing customers query along with the number ofqueries pending.3. The user will view the query.

4. System will remove the query from the list on form.Alternate Course of Events4. The data could not be saved in the database due to a run time error. The system willthen perform error handling routines.

Used case no 14: Pay Bills

Basic Information

Actors: CustomerPurpose: This use case is executed, when user wants to pay his bills online.Cross References: NilFeature: To pay bill.

Typical Course of Events1. The user presses the pay bill link on the main page.2. The system displays a form showing billing information and card validation panel.3. The user views billing information and adds his card details.4. The system checks for validation of card if validated, bill is paid and information issaved.

Alternate Course of Events3. The data entered for validation is invalid. The system prompts the user to fill again.4. The data could not be saved in the database due to a run time error. The system willthen perform error handling routines.

Used case no 15: Query

Basic InformationActors: CustomerPurpose: This use case is executed, when user wants some information from

the system.Cross References: NilFeature: To ask query.Typical Course of Events1. The user presses the query link on the main page.


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2. The system displays a form containing space for query.3. The user writes the query and submits it.4. The system checks for validation of data and prompts the validation results. Ifvalidated, the data is stored.


Used case no 16: Purchase Connection

Basic Information

Actors: CustomerPurpose: This use case is executed, when user wants to purchase a newconnection.

Cross References: NilFeature: To purchase connection.

Typical Course of Events1. The user presses the purchase connection link on the main page.2. The system displays a form containing results for available connections.3. The user presses the proceed button.4. The system displays the user profile and his references with the send request button.5. User enters references and presses the request button.6. Card validation window opens and user enters card information, card is verified andcustomer gets the serial number.Alternate Course of Events3. The proceed button is enabled if connections are available and disabled if noconnections are available in case of former the user cannot buy and connections online.6. If for some reason card is not verified the user is not allowed to purchase connectiononline.

Used case no 17: Feed back

Basic InformationActors: CustomerPurpose: This use case is executed, when user gives some feed back about the

system.Cross References: Nil


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Feature: To give feed back.

Typical Course of Events1. The user presses the feed back link on the main page.2. The system displays a form containing a space for feed back.

3. The user fills that space and submits it.4. The system checks for validation of data and prompts the validation results. Ifvalidated, the data is stored.


Used case no 18: International Roaming

Basic InformationActors: CustomerPurpose: This use case is executed, when user wants to open roaming on his

account.Cross References: NilFeature: To open roaming.Typical Course of Events1. The user presses the international roaming link on the main page.2. The system displays a form containing customer profile and a send request button.3. The user views his profile and presses the send request button.4. The system prompts the user request send.

Alternate Course of Events3. If the customer profile does not match then the customer either updates his profile orcontacts the main office.

Used case no 19: Block Connection

Basic InformationActors: CustomerPurpose: This use case is executed, when user wants to block his sim. Cross References: NilFeature: To block sim.Typical Course of Events


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1. The user presses the block connection link on the main page.2. The system displays a form containing customer profile and his number.3. The user views his profile and presses the send request button.4. The system prompts the user your connection has been blocked.


Used case no 20: Update Customer Profile

Basic InformationActors: CustomerPurpose: This use case is executed, when user wants to update his profile.

Cross References: NilFeature: To update customer profile.Typical Course of Events1. The user presses the update profile link on the main page.2. The system displays a form containing customer profile without the password field.3. The user views his profile, updates profile and presses the submit button.4. The system prompts the user your record has been updated successfully.


Used case no 21: Request for online PaymentBasic InformationActors: CustomerPurpose: This use case is executed, when user wants to pay his/her bills online. Cross References: NilFeature: Request for online payment.Typical Course of Events1. The user presses the Request Online payment link on the main page.2. The system displays a form containing customer profile with his phone number.3. The user views his profile and presses submit button.4. The system prompts the user your billing is online now.Alternate Course of Events3. If the customer profile does not match then the customer either updates his profile orcontacts the main office.


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Used case no 22: Change password

Basic InformationActors: Customer.Purpose: This use case is executed, when user wants to change password.

Cross References: NilFeature: To change password.Typical Course of Events1. The user presses the change password link on the main page.2. The system displays a form containing with fields old password, new password andconfirm new password.3. The user enters his password detail and presses submit button.4. The system saves this information is users profile and prompts the user passwordchanged.Alternate Course of Events3. If old and new password are not validated than user is prompted to fill again.

4. The data could not be saved in the database due to a run time error. The system willthen perform error handling routines.

Used case no 23: Register User

Basic InformationActors: CustomerPurpose: This use case is executed when a new user (customer) wants to operate

the system for the first time, to register new users.Cross References: NilFeature: To register user.

Typical Course of Events1. The user presses the register user link on the main site.2. The system displays a registration form.3. The user fills and submits the form to the system.4. The system checks for validation of data. If validated, the data is stored.Alternate Course of Events3. The data entered for validation is invalid. The system prompts the user to fill again.4. The data could not be saved in the database due to a run time error. The system willthen perform error handling routines.


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Used case no 24: View Connections Information

Basic InformationActors: Administrator and sub administrator.Purpose: This use case is executed, when user wants to view connections

information.Cross References: NilFeature: To view connections information.Typical Course of Events1. The user presses the connections information link on the main page.2. The system displays a form showing all the connections that are available and thathave been sold.Alternate Course of Events2. The data could not be retrieved from the database due to a run time error. The systemwill then perform error handling routines.

Used case no 25: Payments Information

Basic InformationActors: Administrator and sub administrator.Purpose: This use case is executed, when user wants to view payments information.Cross References: NilFeature: To view payments information.Typical Course of Events1. The user presses the payments information link on the main page.2. The system displays a form showing information of all the transactions made i.e. bills

paid or connections sold.Alternate Course of Events2. The data could not be retrieved from the database due to a run time error. The systemwill then perform error handling routines.


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1.2 Elaborated Used Cases

Login

Use case reference UC_ADMIN_CUST_01

Pre-condition 1. User must be connected to internet2. User must know website URL.

Step

#

Action Software Reaction

1. The user presses the login linkon the main page.

2. The system displays a login form.

3. The user enters his usernameand password and submits theform.

4. The system validates the user and ifvalidated it gives him access towebsite.

4 a. The data entered for sub admin is invalid. The system prompts the userinvalid Username/Password.

Scenario Notes

This used case is executed when user wants to use the services provided by thewebsite or wants to handle customers requests so he/she logs in the system,user enters his login and password and if authenticated by the system the user isallowed to enter the website.

Post Conditions

Step

#

Description


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Log off

Use case reference UC_ADMIN_CUST_02

Pre-condition 1. User must be connected to internet.2. User must be logged in.

Step

#


1. The user presses the log offlink on the main page..

2. The system displays a log off formwith the message logged off.

Scenario Notes

This used case is executed when user wants to stop using the services providedby the site or when he/she us done using the system. The user presses the logoff link on the man page and his connection is blocked from the site he cannotinteract with the site any more.

Post Conditions

Step#

Description

1. User cannot access or interact with the website through the lastpassword.


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Create Sub-administrator

Use case reference UC_ADMIN_03

Pre-condition 1. User must be connected to internet.2. User must know website URL.

3. User must be administrator.4. User must be logged in.

Step

#


1. The user presses the get sub-administrator link on the mainpage.

2. The system displays a sub-administrator form with empty fieldsand a submit button.

3. The user enters the subadministrator information andsubmits the form.

4. The system saves the data indatabase with status as subadministrator.

3 a. The data entered for sub-administrator is invalid. The system prompts theuser to fill again.4 a. The data could not be saved in the database due to a run time error. Thesystem will then perform error handling routines.

Scenario Notes

This used case is executed when user wants too create sub-administrator whocan perform all the functions of the administrator except creating sub-administrator the user presses the create sub-admin link on the main page the

user enters the sub-administrator information and submits the form, the requestis processed by the system and a sub-administrator is created.

Post Conditions

Step

#

Description

1. The system gives a prompt sub-administrator created


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Add Bills


Pre-condition 1. User must be connected to internet.2. User must know website URL.3. User must be administrator or sub administrator.

4. User must be logged in.Step

#


1. The user presses the get addbills link on the main page.

2. The system displays a formshowing persons name who has sendrequest to pay bill online and an addbill button at the bottom.

3. The user enters theinformation about thecustomer and presses the addbill button.

4. The system saves the information.

3 a. The data entered for sub admin is invalid. The system prompts the user tofill again.4 a. The data could not be saved in the database due to a run time error. Thesystem will then perform error handling routines.

Scenario Notes

This used case is executed when user wants to add bills of customers in order toprocess their requests to pay bills the user presses the add bill link on the mainpage system show the customer name and submits the form the user also entersthe customer information. This request goes to the system and if there is noproblem the bill is added.

Post ConditionsStep

#

Description


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Add Connections




#


1. The user presses the addconnections link on the mainpage.

2. The system displays a formshowing connection type and serialnumber.

3. The user enters the serialnumber and submits the form.

4. The system saves the information.

3 a. The data entered for sub admin is invalid. The system prompts the user to

fill again.4 a. The data could not be saved in the database due to a run time error. Thesystem will then perform error handling routines.

Scenario Notes

This used case is executed when user wants to add connections in the inventorylist, the user presses the add connections link on the main page and enters theserial number the system saves this information in the database and aconnection is added.

Post Conditions

Step#

Description

1. The system prompts the user connection added.


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Block request



3. User must be administrator or sub administrator.4. User must be logged in.

Step

#


1. The user presses the block simrequest link on the main page.

2. The system displays a formshowing number of all unblockconnections, customers username andsim status along with a search textbox.

3. The user views the customer

profile, his sim status throughsearch or in sequence andpresses the block sim button.

4. The system saves the information

and blocks the user sim.

4 a. The data could not be saved in the database due to a run time error. Thesystem will then perform error handling routines.

Scenario Notes

This used case is executed when user wants to block some ones sim the userenters the block connections link on the main page the system shows theunblock connections and sim status the user blocks the connection in sequenceor by searching a specific customer.

Post ConditionsStep

#

Description

1. The system reduces the number of blocked sims and removes the recordfrom the form.


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View profile



3. User must be administrator or sub administrator.4. User must be logged in.

Step

#


1. The user presses the viewcustomer profile link on themain page.

2. The system displays a formshowing a search bar.

3. The user searches the customerby using either his user name,first name or through his

mobile number.

4. Then the system shows selectedcustomers profile.

Scenario Notes

This used case is executed when user wants to view profile of some customerthe user presses the view profile link on the main page the system shows asearch bar to search for certain customer, the system shows the customerprofile.

Post Conditions

Step#

Description


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View Feedback




#


1. The user presses the viewfeedback link on the mainpage.

2. The system displays a formshowing customers feedback alongwith the number of feed backspending.

3. The user will view thefeedback

4. System will remove the feedbackfrom the list on form.


Scenario Notes

This used case is executed when user wants to view feedback of some customerthis system show the feedbacks pending the user views the feedbacks and thesystem removes that particular feedback from the list that has been seen by theadministrator.

Post Conditions


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Online payment request




#


1. The user presses the onlinepayment request link on themain page.

2. The system displays a formshowing a customer name along withthe type of billing and a list of pendingrequests.

3. The user will view customerprofile and press the button,add to online.

4. System will save the information inthe database and the will remove thecustomer form the list.


Scenario Notes

This used case is executed when user wants to view and process on linepayment requests the user presses the online payment request link on the manpage the system shows the number of pending requests the user either views thecustomer profiles or presses the add to online link which changes the status toonline request from seen to unseen and the information is stored in database.

Post Conditions

Step#

Description

1. Form now onwards the billing of the customer will be online.


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International roaming




#


1. The user presses theinternational roaming link onthe main page.

2. The system displays a formshowing a customer name along withthe number of roaming requests.

3. The user will view informationand then press the commitbutton

4. System will save the information inthe database and will switch oninternational roaming for thecustomer.


Scenario Notes

This used case is executed when user wants to view and process roamingrequests by customers the user presses the international roaming request link onthe main page the system shows the number of pending requests, the user startviewing the requests and will also switch their international roaming on if thereis no problem with the customer information.

Post Conditions

Step

#

Description

1. From now onwards international roaming will be on for the customer.


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Update Customer Profile




#


1. The user presses the updateprofile link on the main page.

2 The system displays a formcontaining user profile without thepassword field.

3. The user views his profilethere are two buttons at thebottom of the form save andupdate, save is disabled at the

beginning but update isenabled so the user firstpresses the update profilebutton.

4 The system displays a form the userupdates the profile and presses thesave button which is enabled now.

3 a. If the customer profile does not match then the customer either updateshis profile or contacts the main office.4 a. The data could not be saved in the database due to a run time error. Thesystem will then perform error handling routines.

Scenario Notes

This used case is executed when user wants to update his profile, the userpresses the update profile link on the main page he/she views its profile and

updates it and submits it which is saved over his/her previous profile.

Post Conditions

Step#

Description


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Change password




#


1. The user presses the changepassword link on the mainpage.

2. The system displays a formcontaining with fields old password,new password and confirm newpassword.

3. The user enters his passworddetail and presses submitbutton.

4. The system saves this informationis users profile.

3 a. If old and new password are not validated than user is prompted to fillagain.4 a. The data could not be saved in the database due to a run time error. Thesystem will then perform error handling routines.

Scenario Notes

This used case us executed when user wants to change his/her password theuser presses the change password link on the main page the system displayshim a form a form the user enters his password information which ifvalidated, his profile is changed with the new password .

Post Conditions

Step#

Description

1. The system prompts the user password changed.


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View Query




#


1. The user presses the viewquery link on the main page.

2. The system displays a formshowing customers query along withthe number of queries pending.

3. The user will view the query. 4. System will remove the query fromthe list on form.


Scenario Notes

This used case is executed when user wants to view feedback of some customerthis system show the feedbacks pending the user views the feedbacks and thesystem removes that particular feedback from the list that has been seen by theadministrator.

Post Conditions

Step

#

Description

1. Query replied through the system.


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Pay Bills

Use case reference UC_CUST_14

Pre-condition 1. User must be connected to internet.2. User must know website URL3. User must be logged in.

4. User must have pending bills.5. User already has sent the request to pay online.

Step

#


1. The user presses the pay billlink on the main page.

2. The system displays a formshowing billing information and acard validation panel at the bottom.

3. The user views billinginformation about his pendingbills and adds his card details

in the bottom panel andsubmits it.

4. The system checks for validation ofcard if validated from bank, bill ispaid and information is saved.

3 a. The data entered for validation is invalid. The system prompts the user tofill again.4 a. The data could not be saved in the database due to a run time error. Thesystem will then perform error handling routines.

Scenario Notes

This used case is executed when user wants to pay his pending bills online.They user presses the pay bill link on the user main, the system shows him hispending bills he adds his credit card details the system verifies his card and if

the card is verified his bill is paid online.

Post Conditions

Step#

Description

1. The system displays the prompt bill paid.

2. Next time when customer logs in his pending bills column is empty.


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Query



3. User must be longed in.Step

#


1. The user presses the query linkon the main page.

2. The system displays a formcontaining space for query.

3. The user writes the query andpresses the submit button atthe bottom of the page.

4. The system checks for validation ofdata and saves the information in thedatabase.

3 a. The data entered for validation is invalid. The system prompts the user to


Scenario Notes

This use case is executed, when user wants some information from the system.User writes the query on the query window and sends it through the website tothe CRMS system where his query is studied and replied later.

Post Conditions

Step

#

Description

1. The system prompts the user query send.


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Purchase Connection



3. User must be longed in.Step

#


1. The user presses the purchaseconnection link on the mainpage.

2. The system displays a formcontaining the status of connections,with a proceed button at the bottom.

3. The user presses the proceedbutton.

4. The system displays the user profileloaded from customer table and hisreferences. Their is a send requestbutton at the bottom of the form..

5. User enters references andpresses the request button.

6. Card validation window opens anduser enters card information, card isverified and customer gets the serialnumber.

3 a. The proceed button is enabled if connections are available and disabled ifno connections are available in case of former the user cannot buy andconnections online.6 a. The data could not be saved in the database due to a run time error. Thesystem will then perform error handling routines.

Scenario NotesThis used case is executed when user wants to by his connection online. Theuser presses purchase connection link on the purchase connection page, thesystem displays him the availability of connections the user enters hisreferences and card information which is verified form the system and if validhe gets a serial number which he can take to the nearest branch of mobilink toget his connection.

Post Conditions

Step

#

Description

1. The must take the serial number allotted to him to the nearest branch of

mobilink to get connection.


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Feed back


Pre-condition 1. User must be connected to internet

2. User must know website URL.3. User must be longed in.

Step

#


1. The user presses the feed backlink on the main page.

2. The system displays a formcontaining a space for feed back.

3. User fills that space andsubmits it.

4. The system checks for validation ofdata and stores the data.

3 a. The data entered for validation is invalid. The system prompts the user to


Scenario Notes

This user case is executed when user wants to give some feedback about thesystem or about its some feature. The user presses feedback link on the mainpage he/she enters its feedback which is send to CRMS centre for furtherprocessing and is used to make system more useful and user friendly.

Post Conditions

Step

#

Description

1. They system prompts the user feedback send.


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S o f t w a r e R e q u i r e m e n t S p e c i f i c a t

Documents

Customer Relationship Management System (Aamer1)