Salesforce CRM System Proposal for Video Game Company Project

This project proposal outlines the development and implementation of a Salesforce CRM system for a video game company. It begins with an overview of the company's current situation, highlighting the need for a more integrated system to manage customer relationships, sales, marketing, and other key business processes. The proposal details the project's goals and objectives, prerequisites, and scope, including specific modules such as user control, client management, analysis, and sales tracking. The requirements section covers business, user, functional, and non-functional requirements, ensuring the CRM system meets the company's needs effectively. The proposal also discusses the selection of a software development methodology, comparing the waterfall and agile methods, and justifying the best-suited approach. The design phase includes system interface design, activity diagrams, UML diagrams, and an entity-relationship diagram. Unit testing is described with specific test cases for various modules. The proposal aims to provide the video game company with a functional CRM system to improve customer satisfaction, streamline operations, and enhance overall business performance.

VIDEO GAME COMPANY CUSTOMER RELATIONSHIP
MANAGEMENT SYSTEM PROPOSAL
(Student’s name)
(Department of (department’s name), University of (University’s name)
E-mail: (Student’s Email address)
Abstract
The success of any organization is a satisfied customer. This is the reason why in
recent years a growing trend of focusing on the customer has increased and their
needs have prevailed over the past ten years. The major aim of this proposal is to
analyze the use of Customer Relationship Management (CRM) for a Video
Company and find out the main determinants of Salesforce CRM system
implementation. To the Video Game Company, a fully functional Salesforce CRM
implementation can be considered a competitive advantage. By using a functional
Salesforce CRM interconnected with the current system, Video Game Company
will be able to manage its business, its direct marketing, online sales, and its
overall profits effectively. It is also important to note that a functional Video Game
Company system leads to an integrated system referred to as funnel management
that in turn improves CRM, and later leads to sustainable business.
Contents

1. Introduction...............................................................................................3
1.0 Overview of Video Game Company........................................................3
1.1 Current situation....................................................................................3
1.2 Problem statement.................................................................................4
1.3 Overview of the Problem........................................................................4
1.4 Goals and Objectives..............................................................................5
1.5 Prerequisites..........................................................................................6
1.6 Project Scope.........................................................................................7
1.6.1 Modules scope..................................................................................7
2. Requirements............................................................................................8
2.0 Overview................................................................................................8
2.1 Business Requirements..........................................................................8
2.2 Functional Requirements.....................................................................10
3.3 Non-Functional requirements..............................................................14
3. Software Development methodology........................................................16
3.1 Overview of software methodology......................................................16
3.2 Waterfall methodology.........................................................................16
3.2.0 Advantages of the waterfall method.................................................18
3.2.1 Disadvantages of Waterfall methodology..........................................19
3.3 Agile software methodology.................................................................20
3.3.1 Advantages of agile software methodology......................................21
3.3.2 Disadvantages of agile software methodology..................................22
3.4 Best suited methodology......................................................................22

4. Design......................................................................................................24
4.1 System interface design....................................................................24
4.1.0 Interface design...........................................................................24
4.2 Activity diagram...................................................................................25
4.3 UML diagram.......................................................................................26
4.4 Entity Relationship diagram (ERD)......................................................27
4.5 CRM system architecture design.........................................................28
4.6 Top Level context diagram...................................................................29
4.7 Graphical User Interface......................................................................29
5 Testing........................................................................................................31
5.1 Unit testing...........................................................................................31
5.1.0 Unit test 1: staff or administrator unit testing...............................31
5.1.1 Unit test 2: Add new promotion.....................................................33
5.1.2 Unit test 3: Add customer..............................................................34
Sources..........................................................................................................36
1.Introduction
1.0 Overview of Video Game Company
Video Game Company is one of the developers and publisher of
computer games. Most of the games developed by the company are well
designed and pleasing by most of the customers. The company is well
known for the production of high quality games. Video Games products are

purchased via various mediums, one of the main platform used by the
customers is the online platform. Some customers use mobile platforms.
Also, it is important to note that not all games developed by the company
which is sold. Other products offered by the company are novels, comics,
apparel, and board games. Soon, the company will be looking forward to
producing movies that will be based on plots and characters during the
production of computer games. Over the past two sales Video Game’s sales
have been up to 42 percent. This section will highlight the current situation
at Video Game Company, problem statement, and overview of the current
issues at Video Game Company, goals and objectives, pre-requisite, and
scope of the project.
1.1 Current situation
Video Game Company is accepting proposals for the development and
implementation of a new Salesforce CRM system. Currently, the Video
Game Company uses an automated system, a mobile platform, and an online
system which even though it has proven to be effective, the system is unable
to manage several of its disconnected manual processes. Also, the current
systems is unable to fulfill all the needs of the company. In addition, the
current system is not able to manage to report nor is able to effectively
manager clients’ contacts, maintain activity management, and perform sales
tracking. This means that the company needs a friendlier program which is
able to meet all these needs and maintain the company competitiveness. In
addition to the stated needs, a Salesforce CRM will also assist staff with

workflow processes which include client and membership management, and
event registration.
1.2 Problem statement
The purpose of this document is to provide an overview of Salesforce
CRM system package and to propose an implementation for the American
Video Company. The paper will also document propose the major aspects
which needs to be included in the CRM system and the best implementation
methodology.
1.3 Overview of the Problem
Over the last few years, companies have witnessed a growth in
internet-based services. Also, most of the companies have shifted their focus
to be more of customer-oriented. As stated in the company profile, Video
Game Company is one of the leading developers in computer games with
over 42 percent sales. According to Vodafone (2012), one of the major
issues faced by lots of companies is losing their customers. This can also
happen to Video Game Company. There major reasons why customer
turnover can happen like wrong pricing, poor customer service, lack of
product knowledge, poor store atmosphere and many others. Another major
reason why a company can face customer turnover is that poor relationships
with clients which leads to an increased customer defection rate. The only
tool that any company can employ to avoid that customer defection rate is a
Customer Relationship Management (CRM). Video Game Company can
employ CRM to satisfy, acquire, and retain all its profitable customers.

Video Game Company also desires to maintain the design of its
products and by efficiently managing all its activities. Also, the company
aspires to maintain activity management, manage reporting, and its client’s
contacts. Also, most companies are unable to break the barrier between
their departments and to have a clear view of their customers. This proposal
aims at solving all these issues faced by Video Game Company through an
integrated Salesforce CRM. The proposal takes advantage of the lots of
capabilities that CRM has which in turn lead to both customer satisfaction
and an enhanced working environment for all Vide Game’s Company
employees (1).
1.4 Goals and Objectives
There are major goals and objectives that CRM system will seek to
achieve. First, Salesforce CRM project will let the company create an
analysis of every activity carried out. For example, the company staff will be
in a position to create an analysis of all its clients buying trends, bar graphs
to show sales made within a month to enable tracking of sales. Second, the
Salesforce CRM system will have a client profile module. The profile will
include all clients’ data such as purchase history, contacts, habit analysis,
and clients’ demographic data. The Salesforce CRM system will also include
a promotion management module which will include creation, modification,
and delivery of promotion to customers. Besides, the promotion module will
be in a position to detect and respond to a customer based promotion (2).
Third, the Salesforce CRM system will integrate with the existing system

i.e. the online and mobile platform to provide better analysis and production
of reports
1.5 Prerequisites
Number Pre-requisite Description Completion
date
001 RFP release date Proposal
submission date
1st April 2020
002 Finalize
interviews
Interviews of the
proposal
3rd April 2020
003 Proposal for
award
Award of the
CRM system
design
5th April 2020
004 Initial meeting Meeting with all
stakeholders and
users to gather
system
requirements
7th April 2020
005 CRM system
design
Start the process
of system design
From 9th April
2020 top 5th May
2020

006 Training and
implementation
Start the process
of training staff
on how to use
the system
6th May 2020 to
10th May 2020
007 Launch date Launching of the
CRM system
11th May 2020
1.6 Project Scope
The scope of this project proposal is to deliver a Salesforce CRM to
Video Game Company to help alleviate some of its issues, eliminate
customer defection rate, and maintain the company current standards. The
Salesforce CRM modules will specifically include user control, client
management, analysis, promotion management, sales tracking, reports
management, and activity management.
1.6.1 Modules scope
Using the analysis module, the company will be in a position to
analyze its market easier. Where after analysis the company will be in a
position to tell its clients base and a list of clients. This analysis will show if
there is a decrease or an increase in customers. Other modules such as
activity management, the company will be in a position to produce a list of
activities to be carried out in a certain period. The report management
module will be producing reports. The sales tracking module will track all

the sales the company has made, by generating a list of sales made and a
list of those areas where sales have decreased (3).
2.Requirements
2.0 Overview
With the Salesforce CRM system in place, the company will in a
position to plan, control, and schedule post-sales and pre-sales in the Video
Game Company. The system embraces all aspects with customers, sales,
marketing, filed service, and call center. The Salesforce CRM aim at
improving both the short and long performance of the company. The system
also aims at providing an effective response from the organization clients
which will better gauge the return on investment of Video Game Company.
The system maximizes customer satisfaction, revenue, and profitability by
implementing customer-centric processes. This section will highlight
business requirements, functional and non-function requirements for the
CRM system.

2.1 Business Requirements
Video Game Company, is looking to integrate CRM with its current
system; a system that will meet its needs with efficiency and ease. The
company has identified a CRM platform and recognized five major areas
that the system needs to address which are;
 The Salesforce CRM system should integrate with the existing system
and able to fulfill all the needs of the company
 Allow an improved management of the various disconnected manual
processes and the company automated processes
 The Salesforce CRM system should have the ability to improve data
sharing, business process flows and reporting
 The Salesforce CRM system should be in a position to efficiently
manage all its clients’ contacts
 The system should be able to perform sales tracking
 The system ought to be in apposition to maintain activity management
 The Salesforce CRM system should be in a position to manage the
production of reports (4).
Other business requirements are:
 Consolidating all clients’ contacts and the company information
 A system that interacts with client contacts and report all the
organization activities
 The Salesforce CRM system should enable access to 3rd party but
must be under contract

 All the controls must be based on permission and roles for remote and
internal
User requirements
The following are user requirement which has to be considered
 The ability of the Salesforce CRM system to archive information
without archiving it
 Ability to perform daily Salesforce CRM system functions as it was
before such inserting purchases, uploading products
 Ability to hard delete as required by only the managers in the various
levels
 Ability to control access of data, and workflow
 A CRM system that is user friendly
 A System that is easy to use and intuitive
 Ability to integrate in future without reliance on experts
 A Salesforce CRM system that has the ability to be extended (5).
2.2 Functional Requirements
In a CRM system, functional requirements describe the utilities of the
CRM system. A function is nothing but its behavior, outputs, and outputs.
Functional requirements assist in capturing the intended behavior of the
Salesforce CRM system. The major aim of functional requirements, in this
case, is to ensure that the Video Game Company system is performing as
required (as stated in the business requirement part of this proposal).

Functional testing is more of testing correctness and the workflow of the
system (6).
Functional test 1: Login module functional test
Aim: This done to ensure that the various users’ role log in displays various
navigation menu
S/NO Description Expected result Result
1 Public role The navigation
menu having
logout, register,
home
Pass
2 The admin module Admin has to
login using
username and
password. The
navigation to the
CRM system
with home, user,
settings, and log
out features
Pass
3 Customer module login A client has to
login using the
required details
(The navigation
Pass