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CRM Technical Requirements

Robust Server Infrastructure and Expandable Architecture


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For on-premise solutions, specify the server hardware accurately; otherwise you'll incur costly reconfiguration and downtime. Consider the architecture so the system can grow as the business becomes more reliant on the new process. Ensure you have adequate built-in disaster recovery features, including hot standby servers, robust backup policies and fault tolerance within the storage and key architecture components.

Cleansing Software for Data During Migration


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When you prepare data on prospects, customers and contacts for the new database, use address-matching and cleansing software to cleanse, deduplicate and transform the data. Scribe Insight and SQL Business Intelligence Development Studio reduce the programming effort required to achieve this. Sponsored Links Download Free .NET CMS Easy to Use, Flexible, SEO friendly Lifetime Free, Even for Commerce. Kentico.com/Free-Edition

Web Server and Client Technologies


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Use Web technologies to provide the application programming interface, or API. Web services and SOAP messages and responses query the APIs. Because field sales personnel often need to capture data out of the office, Web technologies are ideal because they are bandwidth-efficient.

Database Administration, Security and Tuning


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CRM systems store their information on relational databases such as Oracle and Microsoft SQL Server. For on-premise deployments, you must effectively manage the large quantity of information captured. Optimize the database so delivery of information to the client computer is speedefficient, and back up data. Employ adequate disaster recovery procedures to protect valuable business data.

Effective Integration

Object-oriented programming effectively integrates systems. Application programming interfaces exist for your email client (Outlook or Lotus Notes); list server for email campaigns; order-taking system; financial reporting system; phone system, and mobile devices. Many are available as add-ins and extensions that can be adapted at a cost, which is preferable. Microsoft C# (Oracle's Siebel CRM, Microsoft Dynamics CRM), Java (Sun Microsystems) and APEX (Salesforce hosted CRM) are common languages used by leading providers of CRM.

Well-Built User Interface


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The user interface must be adapted to capture only relevant business information. User adoption of any CRM system is more or less proportional to how simple it is to search, update and link to information. Use specialist programmers who understand your processes to create simple-to-use, efficient interfaces.

Refined Process Automation (Work Flows)


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Continually adapt your strategy for automating and standardizing sales processes. The business logic needs to be built in to control event flow and information storage. If you can't easily change your business logic and process automation, you are not leveraging the full power of CRM. Workflow builders or script-based languages such as APEX create process automation within both types of deployment.

Electronic Report Writing and Data Mining


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SQL Reporting Services, SAP Crystal Reports and Oracle Business Intelligence Publisher enable creation of analytical, operational and management reports and dashboards. Strategic decisions emerge from the reporting of information stored in the CRM system and others integrated with it. Resulting data are stored in a data warehouse solution such as Microsoft SQL Analysis Services, Sybase or QlikView.

Functional Requirements for CRM

1. Server Machine
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A CRM application collaborates all employee comments and entries into the system, so the system needs a centralized host. The centralized host can host the executable files, or users can run the application from the machine. If the CRM runs from the user's machine, then the application must connect to a local server. Each customer record, entry and interaction with the application sends requests to the main server. The server machine

needs exceptional storage space, memory and a high-powered processor to process requests from several different computers on the network.

Database
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A database contains all the records created and edited in the CRM software. The administrator can install the database engine on the server that hosts the CRM central application or on a separate server. A database can hold millions of records, so it also needs exceptional storage capacity, processor speed, memory and network connectivity. CRM software supports different database platforms including Oracle, SQL Server and MySQL. Each of these databases support enterprise applications including CRM storage.

Networking
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Since a CRM tool provides collaboration for customer records, a company network is also required. Each client computer that needs access to the CRM tool needs network configurations including a network interface card (NIC). The client computers are connected to a hub or router that directs communication packets directly to the CRM server and database engine. The chosen CRM solution determines the type of network platform. CRM applications support Novell, Windows, Apple and Linux network architectures.

2 2.1 2.1.1 2.1.2. 2.1.3 2.1.4 2.1.5 2.2. 2.2.1 2.2.2 2.3 2.3.1 2.3.2 2.4 2.4.1 2.4.2 2.4.3

Technical Requirements Technical platform Compatible hardware Compatible OS Compatible database Compatible web server Thin or thick client Scalability User load and distribution 3-tier architecture Availability High-availability features Backup and recovery requirements Integration Required integrations Standard API Fully exposed data model

2.5 2.5.1 2.5.2 2.5.3

Development environment Customization depth required/power of customization tool Standard script/programming language Support for migrating customizations to production

3 Functional Requirements 3.1 Cross-functional requirements 3.1.1 Phone integration 3.1.1.1 Screen pops 3.1.1.2 Entitlement checking 3.1.1.3 Outbound dialing 3.1.1.4 Support of specific phone switch 3.1.2 Email support 3.1.2.1 Email integration Link to corporate email system Tag outbound emails Bulk outbound emails Automatic load of incoming email Automatic processing of incoming emails Firewall compatibility requirements 3.1.2.2 Email processing Automatic acknowledgements on emails Routing of incoming emails Canned response templates Automatic response suggestions Automatic responses 3.1.2.3 Email utilities Spell checking Supported formats Email templates Attachments (inbound/outbound) 3.1.3 Customer Portal 3.1.3.1 Knowledge base KB access from portal Search capabilities from portal 3.1.3.2 Authentication and security Authentication required? Link to existing scheme? Signup control (self/manual) Authentication scheme Flexible permission scheme e.g. for partners 3.1.3.3 Personalization Required? Types of personalization 3.1.3.4 E-commerce Online shopping Online order taking Integrations required 3.1.3.5 Order tracking

Online order tracking Integrations required Online order modification 3.1.3.6 Service/support case entry 3.1.3.7 Online case management Online viewing of existing cases Management of confidential information Adding comments Closing cases Reopening cases 3.1.3.8 Customer forums. Required? Monitoring requirements User moderators? 3.1.4 Wireless support 3.1.4.1 Supported devices and protocols 3.1.4.2 Wireless messaging Outbound alerts Inbound messages 3.1.4.3 Wireless real-time access Required? Essential subset for function Customization required 3.1.4.4 Data synchronization Downloads to device Upload changes? 3.1.5 Chat support 3.1.5.1 Integrated chat support or link? 3.1.5.2 Chat environment Response templates Control of window size Restrict chat access to certain pages Chat works on all types of pages Firewall compatibility and requirements Records of chat communications 3.1.5.3 Advanced features Push pages to customers Browser control 3.1.6 VoIP 3.1.6.1 Inbound/outbound? 3.1.6.2 Compatibility with standards 3.1.7 Multichannel support 3.1.7.1 Consistent experience 3.1.7.2 Universal queuing and logic. 3.1.8 Customer Database 3.1.8.1 Comprehensive records Consumers/corporate customers? Multiple corporate contacts Special customer relationships e.g. reseller/end-user 3.1.8.2 Custom fields

Fields required Restrictions on creation, deletion Ease of creation/changes 3.1.8.3 Link between databases Customer master Synchronization requirements Data cleansing. 3.1.8.4 Customer history Records needed Synchronization requirements 3.1.9 Employee database 3.1.9.1 Records needed 3.1.9.2 Concept of organizational hierarchy 3.1.9.3 Synchronization requirements 3.1.9.4 Permissions 3.1.10 Knowledge management 3.1.10.1 Document creation. Required in tool? Easy process Migrate CRM objects to documents? Spell checking Document templates Custom document attributes Document formats New documents available on the spot 3.1.10.2 Heterogeneous knowledge bases. Migrating documents to the kb Searching on external documents Supported formats Attachments support 3.1.10.3 Knowledge creation workflow Custom document statuses Permission-based reviews Support for review queues Review alerts Adding review steps 3.1.10.4 Document maintenance Expiration date Document categories how many levels? 3.1.10.5 History trail 3.1.10.6 Self-learning features Popularity rankings User ratings Report failed searches Flagging errors 3.1.10.7 Search capabilities FAQ Tree-based search Full text search Searching on document attributes

Natural language queries Case-based reasoning Refining existing searches 3.1.10.8 Leveraged searches Automatic suggestions Linking documents with other objects 3.1.10.9 Permissions and authorizations Group profiles Combine group profiles Individual profiles Permissions on documents or categories? Permissions for internal/external users 3.1.10.10 Subscriptions and alerts Send alerts to uses Alerts to subgroups of users Users subscriptions to documents Users subscriptions to categories 3.1.11 Metrics 3.1.11.1 Data availability Required fields Reporting against custom fields 3.1.11.2 Customizable templates Key reports Graph templates Time-based report templates 3.1.11.3 Report creation tools Easy to use tools Integration to external report writers 3.1.11.4 Report distribution system Self-service subscriptions Output formats Dump to spreadsheets Link to data warehousing system Impact of reporting on system 3.1.12 Internationalization 3.1.12.1 Language support For data entry Sort order 3.1.12.2 Foreign currency support 3.1.12.3 Interface localization 3.1.12.4 Time zones 3.2 3.2.1 3.2.1.1 3.2.1.2 3.2.1.3 3.2.2 3.2.2.1 3.2.2.2 Marketing Automation Requirements Campaign design Easy to use for a business user? Support promotion codes Dynamic campaigns Customer targeting Query universe Permission-based marketing

3.2.2.3 3.2.3 3.2.3.1 3.2.3.2 3.2.3.3 3.2.3.4 3.2.4 3.2.5 3.3 3.3.1 3.3.1.1 3.3.1.2 3.3.1.3 3.3.1.4 3.3.1.5 3.3.2 3.3.2.1 3.3.2.2 3.3.2.3 3.3.2.4 3.3.2.5 3.3.2.6 3.3.2.7 3.3.2.8 3.3.2.9 3.3.2 3.3.4 3.3.4.1 3.3.4.2 3.3.4.3 3.3.4.4 3.3.5 3.3.6. 3.3.7 3.3.7.1 3.3.7.2 3.3.7.3 3.4 3.4.1 3.4.1.1 3.4.1.2

Automatic opt-in/opt-out Campaign delivery Recurring campaigns Multi-step campaigns Event-triggered campaigns Email and phone-based campaigns Campaign analysis. Lead distribution Sales-Tracking Opportunity management End-to-end tracking Track products Track milestones Track competitors Deal routing Contact management Track all interactions Schedule appointments Manage to-do items Supports sales methodology Collaboration Presentation creation Proposal generation Proposal template Expense reports Marketing encyclopedia Quoting Quote creation Approval workflow Pricing tool Configurator Account management Forecasting tools Disconnected usage Synchronization Ability to download/upload selected data Functionality in disconnected mode Support-Tracking Requirements Flexible case attributes Custom values Custom fields

3.4.2 Case creation and entitlement 3.4.2.1 Easy/quick case creation 3.4.2.2 Case packs 3.4.2.3 Annual contracts 3.4.2.4 Support multiple entitlement strategies

3.4.3 Routing, rules, and alerts 3.4.3.1 Single-criteria routing 3.4.3.2 Multi-criteria routing 3.4.3.3 Automatic (forced) assignments 3.4.3.4 Alert on screen / e-mail / pager 3.4.3.5 Escalations 3.4.3.6 Easy-to-use rule engine 3.4.4 Workflow support 3.4.4.1 Special case statuses 3.4.4.2 Full workflow support 3.4.4.3 Powerful and flexible workflow engine 3.4.4.4 Business users can modify workflow 3.4.5 Defect and enhancement tracking 3.4.5.1 Functionality in the tool 3.4.5.2 Integration with other systems 3.4.6 3.4.7 3.4.7.1 3.4.7.2 3.4.7.3 3.4.7.4 History trail Collaboration and escalation Automatic and user-controlled escalations Asking for collaborators Record collaboration Make collaboration visible to customers

3.4.8 Field service 3.4.8.1 Disconnected usage 3.4.8.2 Wireless usage 3.4.9 3.4.9.1 3.4.9.2 3.4.9.3 Customer satisfaction surveys Transaction-based Sampling mechanism Opt-out

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