Project description

The purpose of the project was to establish a Customer Relationship Management (CRM) system for managing relationships with customers and partners as a central registry, and system integration with retail outlets, in order to build loyalty programs.  The system includes the following functionality:  
  • Recording data about partners
  • Recording contacts and their relationships with partners
  • Recording data about customers
  • Recording information about the products
  • Integration with stores / pharmacies
  • Recording data about marketing promotions and sweepstakes
  • Tracking of the complete history of communication and activities for each partner and contact, with support for monitoring all aspects of communication
  • Analysis of data, reporting on data entered, including views of historical data

The system had to be integrated into the existing IT infrastructure of the client and had to support the following technological capabilities:

  • A high number of users
  • Integration with existing directory services and automatic sign-on to the system using the existing user name (single sign-on)
  • Possibility of defining roles and levels of access rights for individual users, in order to protect confidential and sensitive information that may appear in the system
  • Integration with the existing email system and the user’s work environment (Microsoft Office Outlook)

Project activities

  • Business process analysis and documentation
  • Documentation of system technical and functional requirements
  • Design and development of web-based system to support the business processes
  • Testing and implementation of CRM system
  • Training of system users
  • Support and maintenance of the system since implementation
  • Project management