Project Scope Management
Requirements SpecificationsCRM System ImplementationVersion 0.2Table Of Contents TOC \o "1-3" \h \z \u Table Of Contents PAGEREF _Toc330995601 \h 1Revision History Table PAGEREF _Toc330995602 \h 2Sign-Off Matrix PAGEREF _Toc330995603 \h 3Introduction PAGEREF _Toc330995604 \h 4Document Purpose PAGEREF _Toc330995605 \h 4Intended Audience PAGEREF _Toc330995606 \h 4Project Scope PAGEREF _Toc330995607 \h 4References PAGEREF _Toc330995608 \h 4Product Description PAGEREF _Toc330995609 \h 5Product Features PAGEREF _Toc330995610 \h 5User Classes and Characteristics PAGEREF _Toc330995611 \h 5Product Environment PAGEREF _Toc330995612 \h 5Product Features and Requirements PAGEREF _Toc330995613 \h 6F 1.0 - Call center module PAGEREF _Toc330995614 \h 6F 2.0 - Business intelligence module PAGEREF _Toc330995615 \h 6F 3.0 - Campaign management module PAGEREF _Toc330995616 \h 6F 4.0 - Direct marketing module PAGEREF _Toc330995617 \h 7F 5.0 - Data warehouse integration PAGEREF _Toc330995618 \h 7F 6.0 - Data cleanup PAGEREF _Toc330995619 \h 7F 7.0 - Updates to the standard operating procedures PAGEREF _Toc330995620 \h 7F 8.0 - Training PAGEREF _Toc330995621 \h 8Appendix PAGEREF _Toc330995622 \h 8Revision History TableTable SEQ Table \* ARABIC 1Version NumberVersion DateAdded By:Revision Description0.101-Jun-2011JMDocument created0.213-Jun-2011JMAdded detailed features and requirementsSign-Off MatrixTable 2Name & TitleProject RoleDateSignatureClayton BringPresident and CEOHugh MeryVP MarketingSerena DidomenicoProject ManagerRoslyn MussmanVP ITAlejandra VendettiDirector, FinanceSofia TackerDirector, SalesMax LitzDirector, Human ResourcesIntroductionDocument PurposeThis document is the Requirements Specification for the "CRM Implementation” project. It addresses intended audiences, scope, user classes and detailed requirements of the future product. The RS document is a configuration item and must be placed under change control once agreed. Updates to the RS must be reviewed and approved by the Project Manager and any relevant stakeholders for the section that is changed. Intended AudienceThis document is intended for the following audiences:Project managerSenior architectSenior designerTechnical team members - developers, testers, SOP and training analystsUsers of all categories - represented by the members of each department involvedBusiness stakeholders - see "Stakeholder register" section in the Project CharterThe rest of the Requirements Specification document contains the overview of the project scope and any relevant reference documents. The next section describes key product features, user classes and the product environment. Finally, the document focuses on the detailed requirements of the "CRM Implementation" project.Project ScopeThe scope of the project involves the configuration and implementation of the XYZ CRM system at the ABC Financial Services.ReferencesTable 3Document TitleURL Link"XYZ CRM System Overview"Click here to access the document" XYZ CRM System User Manual"Click here to access the documentProduct DescriptionProduct FeaturesTable 4Feature IDFeature DescriptionF 1.0Call center moduleF 2.0Business intelligence moduleF 3.0Campaign management moduleF 4.0Direct marketing moduleF 5.0Data warehouse integrationF 6.0Data cleanupF 7.0Updates to the standard operating proceduresF 8.0TrainingUser Classes and CharacteristicsTable 5User ClassCharacteristicsFavored?Business Intelligence Employees of the business intelligence department and users of the business intelligence module of the CRM system YesMarketingEmployees of the marketing department and users of the campaign management and direct marketing modules of the CRM system YesActuariesEmployees of the actuary department ; can use any module of the CRM softwareYesITEmployees of the IT department responsible for the support and maintenance of the systemData warehouseEmployees of the data warehouse department responsible for the support and maintenance of the data warehouseProduct EnvironmentThe XYZ CRM system shall be deployed on the existing ABC Financial Services network and serversThe XYZ CRM system needs to be fully integrated with the existing data warehouseThe users shall access to the system via web interface.Product Features and RequirementsF 1.0 - Call center moduleFeature IDReq IDRequirement DescriptionPriorityF 1.0R 1.1"Single view of the customer" functionalityMust HaveR 1.2"Drill-down/drill through" functionalityMust HaveR 1.3"Search" functionalityMust HaveR 1.4"Internal redirection" functionalityMust HaveR 1.5"Statistics on customer behavior" Must HaveR 1.6Customer web navigation help (online)Should HaveR 1.7"Customer satisfaction survey" functionalityShould HaveR 1.8"Automated mailing" functionalityShould HaveNOTE: Please note that requirements R1.1-R1.8 will have to be broken further into functional and/or non-functional requirements for this RS to be considered complete. F 2.0 - Business intelligence moduleFeature IDReq IDRequirement DescriptionF 2.0R 2.1"Customer profitability measurement" functionalityMust HaveR 2.2"Cross-sell/Upsell" functionalityMust HaveR 2.3"Sales channel profitability" functionalityMust HaveR 2.4"Customer analysis (demographics, behavior, etc.)" functionalityMust HaveR 2.5"Data mining" functionalityShould HaveNOTE: Please note that requirements R2.1-R2.5 will have to be broken further into functional and/or non-functional requirements for this RS to be considered complete. F 3.0 - Campaign management moduleFeature IDReq IDRequirement DescriptionF 3.0R 3.1"Campaign management" functionalityR 3.2"Campaign executor" functionalityR 3.3"Campaign efficiency measurement" functionalityNOTE: Please note that requirements R3.1-R3.3 will have to be broken further into functional and/or non-functional requirements for this RS to be considered complete. F 4.0 - Direct marketing moduleFeature IDReq IDRequirement DescriptionF 4.0R 4.1"Direct marketing" functionalityR 4.2Data definitionR 4.3Mail contentsR 4.4ReportsNOTE: Please note that requirements R4.1, R4.2 and R4.4 will have to be broken further into functional and/or non-functional requirements for this RS to be considered complete. F 5.0 - Data warehouse integrationFeature IDReq IDRequirement DescriptionF 5.0R 5.1"Data extraction" functionalityNOTE: Please note that requirement R5.1will have to be broken further into functional and/or non-functional requirements for this RS to be considered complete. F 6.0 - Data cleanupFeature IDReq IDRequirement DescriptionF 6.0R 6.1Data quality analysisR 6.2Data clean upF 7.0 - Updates to the standard operating proceduresFeature IDReq IDRequirement DescriptionF 7.0R 7.1SOP for actuariesR 7.2SOP for salesR 7.3SOP for marketingR 7.4SOP for the call centerR 7.5SOP for ITF 8.0 - TrainingFeature IDReq IDRequirement DescriptionF 8.0R 8.1Training for actuariesR 8.2Training for salesR 8.3Training for marketingR 8.4Training for call centerR 8.5Training for ITAppendixN/A ................
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