ISYS225 Systems Analysis: CSR CRM System Proposal and Analysis

This document presents a comprehensive solution for an ISYS225 assignment, focusing on proposing a Customer Relationship Management (CRM) system to address customer service problems within a not-for-profit organization. The proposal identifies issues such as improper customer records, slow response times, and problematic complaint prioritization. The proposed CRM system offers solutions like centralized customer records, ticket-tracking, and automated updates. The document outlines both the short-term and long-term benefits of the system, including improved customer handling, cost savings, and increased revenue. It details the functional and nonfunctional requirements, such as automated email services and high system availability, and provides a timeline for system implementation. The solution also includes references to relevant academic sources. The assignment brief required students to analyze a real-world business problem and propose an information system to resolve it, focusing on clear communication and a concise presentation of the proposed system's features, benefits, and resource requirements.

CSR Customer Relationship
Management
S o l v i n g C u s t o m e r S e r v i c e
P r o b l e m W i t h C S R

2
Customer Service Problem:
• Improper Customer Records.
• No quick responses to the customer
queries.
• Prioritizing complaints of the
customers is problematic.

3
FR
CRM System Capabilities:
• Can provide quick responses to the
customers.
• Can create centralized customer
records and can act as ticket-tracking
tool.
• Can prioritize customer complaints
and can send automated updates
about service outages.
CSR

FR
Short-term and Long-term Benefits:
Short-term Benefits:
• Instant Service to the customers.
• Instant reply to the queries of the
customers.
• Better Customer handling.
• Saving important time for the
organizational employees.
Long-term Benefits:
• Better relationship with Customers.
• Greater satisfaction among the staffs.
• Cost Saving.
• Increased revenue for the Organization.
• Less Customer attrition.
4
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FR
Functional and Nonfunctional Requirement:
Functional Requirement :
• Automated Email Service to the
Customers.
• Provide excellent Customer Support.
• Handling Sales of the organizations
perfectly.
• Perfect management of the Customer
data.
Nonfunctional Requirement :
• Availability of the system must be high.
• High Scalability.
• Proper Backup Systems.
• Disaster Recovery.
• Feasible cost for the System.
5
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Time Plan for the CRM System:
Task Name Starting Date Ending Date Total Duration (Days)
Project Preparation 10/09/19 21/09/19 11 Days
Research and Planning 21/09/19 30/09/19 9 Days
System Designing 30/09/19 12/10/19 12 Days
System Deployment 12/10/19 31/10/19 19 Days
Project Closure 31/10/19 04/11/19 4 Days

FR
7
References:
• Badwan, J.J., Al Shobaki, M.J., Naser, S.S.A. and Amuna, Y.M.A., 2017. Adopting
technology for customer relationship management in higher educational
institutions. International Journal of Engineering and Information Systems
(IJEAIS), 1(1), pp.20-28.
• Greve, G. and Schlüschen, A., 2018. From Customer Relationship Management to
Influencer Relationship Management. In Diverse Methods in Customer Relationship
Marketing and Management (pp. 80-91). IGI Global.
• Rahimi, R. and Gunlu, E., 2016. Implementing customer relationship management
(CRM) in hotel industry from organizational culture perspective: case of a chain
hotel in the UK. International Journal of Contemporary Hospitality
Management, 28(1), pp.89-112.
• Denizci Guillet, B. and Shi, X., 2019. Can revenue management be integrated with
customer relationship management?. International Journal of Contemporary
Hospitality Management, 31(2), pp.978-997.
CSR

CSR Thank You.