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Requirements: CRM For Cti

The document outlines the requirements for a CRM system for a customer technical support organization (CTI). It details 5 types of users - clients, super admins, area managers, service persons, and view only admins - and their various roles and permissions within the system. Key requirements include allowing clients to submit complaints, view status updates, and leave comments; assigning complaints to staff for resolution; generating reports on response times and past complaints; and providing a user friendly, secure, and responsive interface.

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40 views3 pages

Requirements: CRM For Cti

The document outlines the requirements for a CRM system for a customer technical support organization (CTI). It details 5 types of users - clients, super admins, area managers, service persons, and view only admins - and their various roles and permissions within the system. Key requirements include allowing clients to submit complaints, view status updates, and leave comments; assigning complaints to staff for resolution; generating reports on response times and past complaints; and providing a user friendly, secure, and responsive interface.

Uploaded by

jamilg123
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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REQUIREMENTS: CRM for CTI

There will be five users of your website.


1) Client (With Complaints)
2) Super Admin(CTI Owner)
3) Area Manager (CTI Employee)
4) Service Person (CTI Employee)
5) View only Admin (Explanation below)

Client:
Client can do following things.
1) Login.
2) Change Password.
3) Fill the Complaint form.
4) View all Submitted complaints.
5) View complete detail of each complaint. i.e. status, time of completion etc.
6) Email is received by client either on submission of complaint or completion of complaint.
7) Can submit Comments after complaint is resolved.

Super Admin:
Super can do following things.
1) Login
2) Change Password
3) Can Add Employee information (Manger or service person)
4) Can Delete Employee information (Manger or service person)
5) Can Edit Employee information (Manger or service person)
6) Can View Employee information (Manger or service person)
7) Can Add Client information
8) Can Delete Client information
9) Can Edit Client information
10) Can View Client information
11) Can Add ‘View only admin’
12) Can Delete ‘View only admin’
13) Can Edit ‘View only admin’
14) Can View ‘View only admin’
15) Can assign complain to service person
16) Can assign complain to Area Manager
17) Can close the status of complain
18) Can see the following reports
a) Can view report for the specific time period of all complaints
b) Can view report of specific time of specific client.
c) Can export report in PDF File, Excel sheet.
d) Can see the response time of specific employee. For all complains he completed or single
individual complain.
19) Can assign service person to a region.
20) Can assign manager to a region.
21) Mail is received on every complaint submission, complaint assignment to service person and
when complaint is closed by service person.

Manager:
Manger can do following things.
1) Login.
2) Change Password.
3) Can assign service person to complain.
4) Can View report of the complaints handled by him
a) Report of Response time.
5) He receives mail, when a complaint is submitted of his region.
6) He receives mail, when a complaint is closed by service person
7) He can view the complete complaint information

Service Person:
Service Person can do following things
1) Login
2) Change Password
3) Can view complete complaint information
4) Can view complaints done by him

View Only Admin:


He can do following things
1) Login
2) Change Password
3) View the following reports mentioned above in super admin authorities

General Things that would be considered are:


1) User Friendly Interface
2) Fast Response
3) As much as possible Secure from any hacker.
4) Free Support for first month after complete submission.
5) Important Modules are created on top priority. So at least client can submit complaint and mail
is sent to all respective persons.

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