FYP AY2019/3/30 Kabul University

Kabul University

Software Engineering Department of Computer Science

Final Year Project Proposal

Project title: Customer Relationship Management System

Mentor: Assistant Professor Ramazan Ali Bahrami

Investigators: Farkhunda Wali, Asma Momand, Nazila Kakar (FAN)

Kabul, Afghanistan

June, 2019
 Final Year Project Proposal

1. Investigators
Farkhunda Wali
Fourth year Student in Computer
Science, Software Engineering
department, Kabul University
Email:Farkhunda.zaher@gmail.com
(FAN)
Asma Momand
Fourth year Student in Computer
Science, Software Engineering
department, Kabul University
Email: asma.momand2016@gmail.com
Nazila Kakar
Fourth year Student in Computer
Science, Software Engineering
department, Kabul University
Email: Nazila.kakar@gmail.com

2. Title of Project
Customer Relationship Management System (CRM)

3. Mentor
Assistant Professor Ramazan Ali Bahrami in department of Software Engineering,
Computer Science, Kabul University.
Email: bahram.ramazanali@gmail.com
Contact: 0791965968

4. Introduction:
A CRM system helps businesses keep customer contact details up to date,
track every customer interaction, and manage customer accounts. It is
designed to help businesses improve customer relationships and also
Customer Lifetime Value (CLV). This is vital because of the vast amount of
such data businesses generate daily.
The issue of customer data raises a challenge which CRM systems exist to
address. Every time someone picks up the phone and talks to a customer,
goes out to meet a new sales prospect, or follows up a promising lead, they
learn something new and potentially valuable. Traditionally, all this data went
into analogue or unconnected media such as notebooks or laptops, or
even just stayed in people’s heads.
With no CRM...
These methods make it all too easy for details to get lost or forgotten, or for a
meeting or phone conversation not to be followed up on as promised.
Choosing which leads or prospects to focus on can be a matter of guesswork
rather than a rigorous exercise based on fact. Worse still, if an individual
holding access to key customer information were to leave, then all their
knowledge could walk out of the door with them.

5. Objective of the project: Our aim is to create a customer relationship

management system for Taza Company. Our CRM system essentially provides a
central place where Taza dairy company can store customer and prospect data, track
customer interactions, and share this information with colleagues. It allows businesses
to manage relationships with customers, helping the business to grow.
With our CRM system in place, every question, every service request, every
preference and every past contact detail about every customer is instantly available,
which means that every new interaction with them should always be personalised,
relevant and up to date.

As well as presenting new products, email sent, meeting held and daily, weekly and
monthly deliveries, informing about an event, storing big contracts information, adds,
CRM systems can also be used to add notes, schedule follow-ups and organise the
next steps that need to be taken. This ensures that opportunities to close deals or grow
customer accounts won’t be missed. Using our system will help Taza to keep their
important customer in their hands and they won’t be compelled to find new and useful
customers.

6. Background/History of the Study

Once customers open a bank account in the banks in Afghanistan, their details are
gathered and sent to a central location that the mediates bank transactions. This
central location, Afghanistan Payment Systems (APS) is called the national payment
switch of Afghanistan. Almost in all cases, any payment transactions happening for or
on behalf of the bank go through the national payment switch. APS is also responsible
for printing ATM cards for the bank. That is why the customer details are sent to APS.
The software system APS uses is offline and accepts data only through files with a
custom format. The current approach is to create these files manually which goes
through several stages of approval and is then sent to APS through some file sharing
method and eventually input them into the system. This method is error-prone and
time consuming which calls for a tool to automate and shorten the time for card
issuing.

7. Target Groups
 Taza dairy company.
 All customers of Taza Company.

8. Strategies
 Analysis
 Design
 Development
 Implementation

9. Approach
Scrum is the method of software development we are using to build our
system where the system is designed, implemented and tested until the
product is finished as our clients demanded. It involves both development and
maintenance. Our system is defined as finished when it satisfies all of its
requirements. When working with a scrum methodology, start with what is known
and then track the progress, changing your actions as needed.
g7. Information to be Derived/Deliverables X
To develop a tool that automates the card issuance of a bank. The project will aim for
end-to-end security, to avoid duplication of data and ease the approval or rejection of
data.

10. Equipment Requirements

A network connection between the Customers and Taza Dairy Company .

11. CRM tools:

1. Customer data.
2. Customer interaction.
3. Access business information.
4. Automate sales.
5. Track leads.
6. Contracts.
7. Marketing.
8. Customer support.

12. Questions and Answers

Q1. Who can have access to customer relationship management system (CRM)?
Answer: only specified people can have access to our system for example we only
give access permission to those who have account in our customer relationship
management system and those whose job is to mentor our customer relationship
management system Taza dairy company and also all those customers which are
added by the admin in the system.

Q2. If any customer forgets his/her password, what he/she must does?
Answer: if a customer forgets her/his password, he /she only needs to click on the
report a problem option in the system and write her/his problem to the admin and after
reading the problem admin will reset her/his password.

Q3. Why your system is effective and efficient for Taza dairy company?
Answer: Customer Relationship Management system (CRM) is a business
strategy that attempts to grow the vendor-customer value by providing better
services. Our system will do the same for the Taza dairy company. CRM systems
collect data from customers and facilitate a fast response to the needs of the
customers. This system will help Taza dairy company to recognize and specified
their important and useful customer. It will also help customers to get inform
about updates of Taza dairy company daily, weekly or monthly.

13. Initial timeline for implementation

2 Week Learn how and where banks gather and save

customer data, the steps of approval the data
goes through to get ready to be sent to APS and
gather samples of data (preferably old outdated)
prepared by the bank and the data APS inputs to
the system (if modified)
1 Week Develop an initial system that takes as input
bank data and exports proper data for APS
2 Week Develop the interface that lets the bank users
add new users, mark users for card reissuing
and PIN reset or card blocking
Develop a simple interface for APS users to see
bank data, some data might need to be rejected
2 Weeks Develop user management and login both for
bank users and APS users
3 Week Develop an interface that enables the approval
steps for the data and get this interface approved
by the bank
1 Weeks In the system establish an unencrypted
connection b/w the system and APS
1 Weeks Add encryption to the connection established
earlier
2 Weeks Test the system