Table of Contents

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1. DECLARATION I
2. ACKNOWLEDGEMENT II
4. INTRODUCTION ?
5. ORGANIZATION VISION ?
6. ORGANIZATION PRODUCTS AND SEVICES
7. EXISTING SYSTEM
?
8. ABOUT THE SYSTEM ?
9. TYPE OF DATABASE ?
10. PROCESSING SYSTEM ?
11. HARDWARE, NETWORKING DEVICES AND VISUAL AIDS
12. DATABASE DESIGN ?
13. SYSTEM DEVELOPER
14. PERFORMANCE ?
15. FEASIBILITY, INPUT AND OUTPUT FORMS
16. TYPE OF INVESTMENT
?
17. CURRENT PROBLEMS ?
18. RECOMMENDATIONS AND SUGGESTIONS
19. REFERENCES ?
INTRODUCTION :

Superior Internet Solutions is an modern Internet marketing firm who provides success metrics,
success analytics and success planning to the American Small Business. With years of
experience, founded in 2002, and recognized internationally as an INC Magazine Fastest 500
Company in 2007 and 2008, featured in the San Diego Business Journal Top 100 companies
(twice), featured in the Wall Street Journal and having held partnerships over the last decade
with such strategic small business advertising companies as Google, Yahoo, MSN, ATT,
Verizon and many more, Superior is your natural choice for success.

Superior provides the following services; traffic analysis, success planning, web site designs,
programming, hosting, lead generation, email marketing systems, search engine placement,
search engine marketing, local maps, craigslist traffic, strategic internet traffic planning,
implementation and analysis, aggressive brand building strategies, call tracking and call
broadcasting solutions that give you the power to gather valuable customer information from
your web site visitors and revenue from your existing customer base quickly and easily.

Our advanced full service success analytics marketing solution, tracks the source, activity,
interests and preferences of your customers and turbo charges your marketing efforts with the
power to send personalized, relevant emails, phone calls and direct communications to each
contact in your database.

Proven results and marketing expertise in driving targeted, highly qualified traffic to your web
site and into your business through innovative, internet advertising, content placement, and
strategic search engine marketing is guaranteed to make your Internet strategy a healthy,
profitable and successful aspect of your business.

Superior Internet Solution’s head office is located in 8572 Spectrum in. San Diego, CA and it has
branched over in Bulgaria and in Dhaka, Bangladesh also.
Superior provides the following services:

 Traffic Analysis
 Success Planning
 Web Site Design
 Programming
 Hosting
 Lead Generation
 Email Marketing Systems
 Search Engine Placement
 Search Engine Marketing
 Local Maps
 Craigslist
 Strategic Internet Campaign & Traffic Planning
 Campaign Implementation & Analysis
 Brand Building Strategies
 Call Tracking & Call Broadcasting

ORGANIZATION VISION: Superior Internet Solutions’ entire persona is specifically

designed to grow your business. Our philosophy is to get behind you, your strengths, your
weaknesses, your goals and drive you to your highest level of success. We want to assist you in
achieving your goals with effective marketing solutions, forcing you to succeed. We will push
your thinking to new levels, create new ideas, think out of the box and work your plan - getting
you results is what motivates everyone at Superior Internet Solutions.

ORGANIZATION PRODUCTS AND SEVICES: As marketing specialists Superior is the

only full service one stop shop in the industry providing web sites, email newsletters, search
engine marketing, leads, live transfers, direct mail, loan status, lead management and CRM
solutions to Small Businesses nationwide. Privately held, self-funded and laser focused Superior
has created a defensible position as the definitive leader in Mortgage Broker solutions and is
rapidly expanding into multiple vertical markets. Leveraging world class technology, a unified
vision, management training, leadership training and international resources, Superior provides
you with an environment focused on personal growth, achievement and the pursuit of excellence.

EXISTING SYSTEM: Among the various departments of Superior internet solutions, we have
decided to place our emphasis on the CUSTOMER RELATIONSHIP MANAGEMET (CRM)
sector. In order to deal with all the necessary procedures and regulations for CRM, the company
gets the technical support from, backend sql front end asp.net.
TYPE OF DATABASE: The type of database that is used by this system is known as SQL. It is
also known as Structured Query Language. It is a type of database computer language that is
designed for the retrieval and management of data in relational database management systems
(RDBMS), database schema creation and modification, and database object access control
management. It’s programming language is used for querying and modifying data and managing
databases. Although, firstly it was standardized by the ANSI but later the standardization was
done by the ISO. Most database management systems implement a majority of one of these
standards and add their proprietary extensions. SQL allows the retrieval, insertion, updating, and
deletion of data.

PROCESSING SYSTEM:

This database is using the decentralized processing system. Just to know, decentralization is the
process of transferring and assigning decision-making authority to lower levels of an
organizational hierarchy. In this company decentralized processing system is used in a way that
the maintenance, handling of the implemented system and the decision-making has been moved
to lower levels or tiers of the organization, such as divisions, branches, departments or
subsidiaries. Knowledge, information and ideas are flowing from the bottom to the top of the
organization. The span of control of top managers is relatively small, and there are relatively few
tiers in the organization, because there is more autonomy in the lower ranks. Since superior
internet solutions is using the decentralized system, it has the following advantages:

• Philosophy / emphasis on: top-down control, leadership, vision, strategy.

• Decision-making: strong, authoritarian, visionary, charismatic.
• Organizational change: shaped by top, vision of leader.
• Execution: decisive, fast, coordinated. Able to respond quickly to major issues and
changes.
• Uniformity. Low risk of dissent or conflicts between parts of the organization.

Three Forms of decentralization (WHICH ONE APPLIES FOR SUPERIROR INTERNET

SOLUTIONS?)

• Deconcentration. The weakest form of decentralization. Decision making authority is

redistributed to lower or regional levels of the same central organization.
• Delegation. A more extensive form of decentralization. Through delegation the
responsibility for decision-making is transferred to semi-autonomous organizations not
wholly controlled by the central organization, but ultimately accountable to it.
• Devolution. A third type of decentralization is devolution. The authority for decision-
making is transferred completely to autonomous organizational units.
HARDWARE, NETWORKING DEVICES AND VISUAL AIDS:

HARDWARES:

Desktop computers: The Personal computers are customized to meet the requirements for the
employees in order to carry out all the necessary tasks.

Tk.25,200

Model - PC-001 RAM Type - Optical Device - DVD Speaker - 2.1

DDR2 Writer Subwoofer
RAM (MB) - 1024
Processor - Intel HDD (GB) - 160 Graphics - OnBoard Keyboard -
Celeron E1500 2.2 HDD Type - Standard
GHz SATA Mouse - Optical
Chipset - Intel Monitor Size Audio - OnBoard Casing - ATX
G31 (Inch) - 17 Thermal
Monitor Type -
LCD

Generators: This is essential in order to ensure constant power in the working environment.

• 3000 watts, 120V

• Lightweight - only 68 lbs.
• Honda commercial OHV engine
• Exclusive CycloConverter technology
• GFCI receptacle
• 12V DC charging
USB STORAGE PORT:

Tk.6,900

USB Storage Port

Gigabit ethernet ports
Draft 802.11n 2.0 and speed 802.11g
Download Speedometer bar
Push Button Security
Wi-Fi Protected Security

By definition, Routers are physical devices that join multiple wired or wireless networks
together. Technically, a wired or wireless router is a Layer 3 gateway, meaning that the
wired/wireless router connects networks (as gateways do), and that the router operates at the
network layer of the OSI model.

SERVERS: This is basically a computer or device on a network that manages network resources.
For example, a file server is a computer and storage device dedicated to storing files. Any user
on the network can store files on the server. A print server is a computer that manages one or
more printers, and a network server is a computer that manages network traffic. A database
server is a computer system that processes database queries. Servers are often dedicated,
meaning that they perform no other tasks besides their server tasks. On multiprocessing
operating systems, however, a single computer can execute several programs at once. A server in
this case could refer to the program that is managing resources rather than the entire computer.
Superior internet solutions use advanced servers to maintain all the required databases
efficiently, to have maximum data backup, expansion, and security. Dell has been one of its
preferred brands to be used as servers as Dell optimizes its servers to be tuned precisely to work
with our partner's software such as Microsoft SQL Server 2008R2 Standard and Oracle. Plus,
they provide services and support for both implementation and management. A brief detail is
provided as the specification of the server used in the firm.
Right Sized, Flexible Technology & Business Value

The R510 can serve the needs of small and medium businesses or corporate environments by
providing an excellent platform for core business applications such as Microsoft® SQL Server®
and Microsoft® Exchange.

The R510 includes a number of features designed to meet the needs of many IT
environments:

• Advanced systems management capabilities

• Short and dense 24-inch chassis
• High availability and redundancy features
• Cost-effective RAID option
• Large amounts of internal storage capacity
Purposeful Design

The PowerEdge™ R510 follows the 11th-generation PowerEdge portfolio behavioral

specifications and features the same system design commonality and reliability true to the entire
portfolio. All 11th-generation servers are built with user ease in mind.

• In addition, the R510 is also available

• We put all external ports, power
supplies and LED lights in the same
location for familiar user experience,
as well as easy installation and
deployment.
with different chassis options. Customers
can choose from four-, eight- or 12-hard
drive chassis. These different
configurations enable you to choose the
design and feature set that is most
appropriate for your needs.

• The four-hard drive chassis is more

affordable, featuring LED diagnostic
lights, a cabled power supply and cabled
• Robust, metal hard-drive carriers and
hard drives. The larger capacity 12-hard
organized cabling are designed to
drive chassis offers hot-swappable hard
improve component access and airflow
drives and redundant power. The eight-
across the server.
hard drive chassis offers an interactive
LCD display that aids in setup, location
and diagnosis of the server.
• The PowerEdge R510's purposeful
design also provides quiet acoustics
• These different configurations enable you
and an interactive LCD screen or LED
to choose the design and feature set that is
light display (depending on chassis
most appropriate for your IT environment.
selected) positioned at the front of the
server for ease of monitoring.
Energy-Optimized Technology

Included in the R510 are low-flow fans, designed to spin faster

in accordance with server workload demands and help reduce unnecessary noise when possible.

The logical layout of internal components aids in airflow

direction, helping to keep the server cool.

The R510 also can be configured to include features such as

power capping, power inventory and power budgeting to aid in the management of power within
your environment.
Simplified Systems Management

The Lifecycle Controller is the engine for advanced embedded management that is delivered as
part of the optional iDRAC Express or iDRAC Enterprise in the PowerEdge R510. The Lifecycle
Controller helps to deliver faster server deployment and update capabilities from a bare-metal
pre-operating system (OS) environment.

• The Lifecycle Controller is a chip that is integrated on the server. It helps to simplify
administrator tasks by performing a complete set of provisioning functions such as system
deployment, system updates, hardware configuration and diagnostics from a single intuitive
interface called Unified Server Configurator (USC) in a pre-OS environment. This
eliminates the need to use and maintain multiple pieces of disparate CD/DVD media.

• Also part of Dell's systems management portfolio is the Dell Management Console, part
of Open Manage™ , which is included with every Dell server and provides IT managers
with a single console view of their entire IT infrastructure.
Router: Routers are physical devices that join multiple wired or wireless networks together.
Technically, a wired or wireless router is a Layer 3 gateway, meaning that the wired/wireless
router connects networks (as gateways do), and that the router operates at the network layer of
the OSI model.

Switch: The network switch, packet switch (or just switch) plays an integral part in most
Ethernet local area networks (LANs). Mid-to-large sized LANs contain a number of linked
managed switches. Small office/home office (SOHO) applications typically use a single switch,
or an all-purpose converged device such as a gateway to access small office/home broadband
services such as DSL or cable internet. In most of these cases, the end-user device contains a
router and components that interface to the particular physical broadband technology. User
devices may also include a telephone interface for VoIP.

Asus 24 Port X2024 Giga Switch

Port Attributes 24 RJ-45 for 10 /100Mbps BASE-T ports
Network Management
Max. MAC Address: 8K
Back plane Switching Capacity 20 Gbps
Forwarding Rate 6.6 Mpps
DATABASE DESIGN: The database was totally designed by using the MS Access.

Microsoft Office Access is a pseudo-relational database management system from Microsoft

that unites the relational Microsoft Jet Database Engine with a graphical user interface and
software-development tools. Access stores data in its own format based on the Access Jet
Database Engine. It can also import or link directly to data stored in other applications and
databases. Software developers and data architects can use Microsoft Access to develop
application software, and "power users" can use it to build simple applications. Like other Office
applications, Access is supported by Visual Basic for Applications, an object-oriented
programming language that can reference a variety of objects including DAO (Data Access
Objects), ActiveX Data Objects, and many other ActiveX components. Visual objects used in
forms and reports expose their methods and properties in the VBA programming environment,
and VBA code modules may declare and call Windows operating-system functions.

All these core components that act as the pillars of MS Access, are used by Superior Internet
Solutions in order to design and maintain their databases relating to CUSTOMER
RELATIONSHIP MANAGEMENT. Their system includes all the nexessary information
relating to customer details such as client address, billing info, email addresses, tracking codes
and etc.

SYSTEM DEVELOPER: According to the sources obtained, it was ascertained that unlike
many other companies, the company itself has a very high profile Information technology
department and hence had this software system developed internally according to their own set
of requirements in order to achieve maximum flexibility and provide a high degree of efficiency
and effectiveness.
PERFORMANCE:

Difference in performance before and after the installation of the system:

Before installation of the system the performance of the CRM department was very poor due to
the extensive paper work resulting an increasing in the stationary cost and also the maintenance
cost. There were frequent errors while establishing customer detail sheets thus leading to
improper associations with customers in regard to billings and service invoices. A proper log
could not be maintained in terms of the services provided to the clients. Individual customer
details were very difficult to be categorized. All such complexities cumulatively led to poor
utilization of time and reduced efficiency rates and it also had effects in the overall company
reputation.

After installation of the system the performance improved to a completely new level compared to
the old scenario. As the main purpose behind development of the system was to enhance CRM,
the system indeed achieved its goal, as all the customers relevant information are now
maintained in a more efficient and organized manner. The support of the visual aid system
namely, Livelook, integrated with the system to provide high response to any customer related
queries. The integration worked because with the system’s organized view and categorization it
was possible for Superior Internet solutions to provide remote assistance with a high level of
accuracy. Also, the computerization of the CRM process had led to drastic reduction in
paperwork and errors relating to CRM.

FEASIBILITY, INPUT AND OUTPUT FORMS:

Feasibility- This system has proved to be perfectly feasible for the company in terms of financial
perspective as well as the technical perspective. The object of the system was to enhance the
CRM, and the company had adequate financial resources to turn the project into reality, thus
achieving financial feasibility. Apart from this, the company is gifted with a very high profile
internal team of IT specialists as a result it also had technical feasibility to develop the system.
TYPE OF INVESTMENT:

In perspective of capital or revenue related investment:

Capital Investment: The term Capital Investment has two usages in business. Firstly, Capital
Investment refers to money used by a business to purchase fixed assets, such as land, machinery,
or buildings. Secondly, Capital Investment refers to money invested in a business with the
understanding that the money will be used to purchase fixed assets, rather than used to cover the
business' day-to-day operating expenses.

As far as the information obtained from the interviewees state, this company is not using the
system to gain any monetary profit back from this system. So they are not using this system in
perspective of capital investment.

Revenue related investment: This Company has mainly implemented its self developed system
on the perspective of revenue related investment. This is because Revenue related investment is a
process where a company or organization implements a system to enhance the efficiency of the
company and build up the relationship with the customers or employees. This was basically done
due to enhance the efficiency and effectiveness of the CUSTOMER RELATIONSHIP
department of the company rather than getting the return on profit.
CURRENT PROBLEMS:

Operation-

• Sometimes the processing time for preparation of the customer tally sheet or information
ladder is more than the normal time limit.
• Sometimes the system malfunctions while taking any type of inputs during office hours.
• Sometimes new appointed employees make error in using this system. And it also creates
big hassle in the entire process
• Due to mass data, sometimes the system malfunctions while preparing the final billing
statements and transactions summary with customers at the end of the month.

Maintenance-

• Strong precaution is not taken regarding the maintenance of the database computers. Anti
viruses are not updated regularly.
• Scheduled training sessions are not been organized to avoid any human errors thus
causing interaction failure.
• Updated hardware are not been applied for better performance.

Backup-

• The interviewees reported that the IT section is well equipped with necessary back up
utilities so as to avoid any unforeseen consequences relating to back-up.

Security-

• Until now, the company did not face any security issues from any internal or external
issues relating to security as its databases and software are protected with up-to-date
encryption codes and guarded with high standard anti-hacking shields.
RECOMMENDATIONS AND SUGGESTIONS:

The existing system of Superior Internet Solutions is using only for automate the
Customer relationship department of the corporate office. If they develop similar systems based
upon identical system platforms for all their other departments they would be able to take
advantage of efficiency and effectiveness and gain a greater degree of competitive edge in the IT
market.

The company should place more emphasis on developing its IS strategy so as to ensure
that there are effective strategies to ensure that all the goals and objectives of the company are
met with the help of the advantages gained from the installation of the new system. Integration of
the IS strategies with the systems is crucial to achieve any significant success in terms of
business decisions and actions. Furthermore, it is very important to ensure that the functioning of
the system is aligned with the organizational goals. To further breakdown the point, it can be said
that the system used by Superior internet solutions to maintain CRM should be linked with all
the other systems in other departments so as to ensure harmony and availability of data in terms
of inter connectivity among the departments.

Access control software must be designed to allow only authorized persons to use the system or
to access data. It can be established by using passwords that will be known only to authorized
users. An end user will be using a password to log on to a computer system and may also use
passwords for accessing specific systems and files.

Though the company states that till now that there is no major issue relating to security fields, we
noted the fact that the internal databases are linked to the web. And due to this, users can access
the organizations internal database through the web using their desktop PCs and web browser
software. So, in order to avoid any unwanted situations in the future, the company should look
into possible future threats and take initiatives to further develop their system.

Since CRM is a very big factor for survival and profitability for a firm such as Superior Internet,
it is essential that the firm takes sufficient initiatives to further refine the system and enhance the
functioning. This is because, from what we have learned we know that CRM is a very big issue
indeed, since it is the core towards dealing with all sorts of existing and potential customers.
Also, the system under CRM plays a very key role in coordinating the overall firm’s
performance strategy. And we also know that, the CRM systems are also responsible for
consolidating customer data from several different sources and creating a platform for
developing analytical tools for answering questions regarding the company’s effectiveness in
providing customer service, and analyzing the company’s reputation among the customers and
ability to compete with other firms.
REFERENCES:

 Mr.John Patrick Designation - Floor Manager

 Mr.Chris Powell Designation- Director

 Imtiaz Yasic Designation- IT Head

 Google.com/images Internet Source

 Wikipedia Internet Source