CRM AIRLINES

Title of the Project: CRM AIRLINES

Project Architecture: N-Tire
SDLC Methodologies: Waterfall/Spiral Model

Abstract of the Project:

Introduction:

In the competitive travel industry, travel providers are undertaking initiatives

centered on identifying, developing and retaining high-value profitable customers, under the
overall banner of customer relationship management or CRM.
The overall strategic business objective of CRM is to build loyal profitable customer
relationships. Customer acquisition, development and retention are main points to consider.
Now a day’s airlines have used CRM primarily as a competitive “catch-up” rather
than a means of differentiation. Rushing to imitate the customer-oriented initiatives
introduced by competitors many airlines have done little to determine the value to the
customer of those initiatives, or to the business itself. Today, not only are frequent flyer
programs a universal cost of doing business, but even recent innovations such as kiosk
check-in, flight-notification systems, e-ticketing, virtual check-in and Web-based self-service
have become commonplace.
Purpose:

• The purpose of the Development of a CRM Airlines Industry is to provide the

world-class offshore and onshore services using IT-enabled services.
• CRM (Customer Relationship Management), sometimes it is called customer
management, customer value management, customer centricity, and
customer-centric management.

PROBLEMS IN EXISTING SYSTEM

The existing system is manual and the manual system works in the following way:

CRM - principles, strategy, solutions, applications, systems and ideas for effective customer
relationship management but in the existing system there is no organization provided both
following set of conditions in the existing CRM.

• organizations need to make a profit to survive and grow

• customers want good service, a quality product and an acceptable price
Limitations in Existing System

As customers become more sophisticated, expecting faster, more reliable service around-
the-clock, it's no secret that giving them the power to help themselves is key in providing
the availability and personalized service they demand. This system is not that much of
perfect medium to find information quickly and securely-anytime.

2.6. PROPOSED SYSTEM

To overcome all the difficulties of the existing system the management has proposed
automated the whole system and the development of the new automated system contains
the following activities, which try to automate the entire process keeping in view of the
database integration approach.

In the proposed system there comes a new thing, which makes the CRM Airlines Industry
more efficient and providing good service and quality.

Customer Relationship Management can have a major impact on an organization through:

• shifting the focus from product to customer

• streamlining the offer to what the customer requires, not want the organization can
make

Highlighting competencies required for an effective CRM process

NUMBER OF MODULES:
After careful analysis the system has been identified to have the following modules:

• Authentication Module

• User Interface

• Admin Users

• Normal Users

• Reports
Authentication Module: In this module the username and password verification will be
done automatically. And can change the password.

Admin users - Has full access to all the modules of this system. Responsible for the all
Customers and services of airlines industry. Prepares and submits also Daily Reports, petty
cash replenishment, and Tickets Report.

Reports:
All frequently used reports at the click of a button
All reports can be previewed, printed, exported to Excel/Word etc., or can be faxed or
emailed

Normal users (Customers) – Has restricted access. i.e., Normal users have access to
some of the modules only i.e. user can see the Fare list of all Flights, timings and can
purchase online.

User Interface: Soothing Graphical User Interface with Context Sensitive Help. Totally
Menu Driven, with Keyboard Shortcuts for frequently used forms. All reports for specified
period selected using calendar

Environment:

• Servers:Tomcat5.5
• Operating System Server: - Microsoft WindosXP/2000 or Higher
• Data Base Server: ORACLE 10G.
• Clients: Microsoft Internet Explorer (Client Browser)
• Development Tools: JAVA
• Documentation Tools: MS Office 2007/2010
• Drawing Tools: IBM Rational Rose Enterprise, MS Office Visio 2007
• User Interface: HTML,JAVASCRIPT
• Code Behind: JSE,JEE
Requirements:
• Hardware Requirements:

Num Description
ber
1 PC With Minimum 2.6 GB Hard-Disk And 1GB
RAM

• Software Requirements:

Num Description
ber
1 Windows NT/ XP
2. Oracle10g
4. MS-Internet Explorer

Milestones:

No. Milestone Milestone Description Remarks

Name

1 Requirements Complete specification of the Attempt should be made to add

Specification system including defining some more relevant functionality
hierarchies constitutes this other than those that are listed in
milestone. A document detailing this document.
the same should be written and
a presentation on that be made.
2 Technology Understanding of the technology The presentation should be from
Familiarization needed to implement the project. the point of view of being able to
apply it to the project, rather than
from a theoretical perspective.
3 Database A database of at least 10 entries It is important to finalize on the
Creation of users with at least 1 should database at this stage itself so that
application admin. development and testing can
proceed with the actual database
itself.
4 High-level and Listing down all possible The scenarios should map to the
Detailed scenarios and then coming up requirement specification
Design with flow-charts or pseudo code
to handle the scenario.
5 Development Implementation of the main During this milestone period, it
of Front End screen giving the login, screen would be a good idea for the team
Functionalities. that follows the login giving to start working on a test-plan for
various options, screens for each the entire system. This test-plan
of the options can be updated as and when new
scenarios come to mind.
6 Integrating the The front-end developed in the
Front-end with earlier milestone will now be able
 the Database to update the database. Other
features should be functional at
this stage. In short, the system
should be ready for integration
testing.
7 Integration The system should be thoroughly
Testing tested by running all the test
cases written for the system
(from milestone 5).
8 Final Review Issues found during the previous
milestone are fixed and the
system is ready for the final
review.
Another 2 weeks should be there
to handle any issues found during
testing of the system. After that,
the final demo can be arranged.
During the final review of the
project, it should be checked that
all the requirements specified
during milestone number 1 are
fulfilled

The following steps will be helpful to start of the project:

• Study and be comfortable with technologies such as: HTML, JAVASRIPT, JEE, JSE,
CSS, JSP.
• Gather some knowledge of product hierarchies and maintenance before starting the
design.
• Create a user database with different access levels.
• Start with creating the login screen.