Reengineering eines CRM Systems

Project Note

u Project Note

SOPHIST GmbH

Reengineering of a

Vordere Cramergasse 13

90478 N端rnberg Deutschland

CRM-System

E-Mail: heureka@sophist.de . Internet: www.sophist.de Fon: +49 (0)911 40 900-0 . Fax: +49 (0)911 40 900-99

Project Note

u Project Note

SOPHIST GmbH

Reengineering of a

Vordere Cramergasse 13

90478 N端rnberg Deutschland

CRM-System

E-Mail: heureka@sophist.de . Internet: www.sophist.de Fon: +49 (0)911 40 900-0 . Fax: +49 (0)911 40 900-99

Reengineering of a CRM-System

The challenge:

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Elaboration of deployment plans Ordering spare parts Documentation of services rendered for billing purposes

Bildquelle: © iStockphoto | modern railwaystation by Nikada

The bulk of the support SOPHIST provided was focused on documenting the requirements of the new functionalities and processes to be implemented. These results were to be integrated into the existing documentation of the legacy CRM system.

The analysis of the new processes was to be carried out by internationally operating internal subproject-teams, their turn out then to be reviewed, consolidated and finally documented by SOPHIST.

►► Due to the SOPHISTs expertise in consulting, the quality of the requirements elicited and documented by the internationally operating project teams was greatly improved. ►► The introduction of templates for the specification of non-functional requirements measurably increased the efficiency during elicitation and lastingly strengthened the stability of the architecture of the system to be ►► Instating reviews during the project dramatically increased the quality of the artifacts produced. The integrated discussion rounds formed the cornerstone for an improved communication between the involved and have established themselves as a lasting platform for disseminating knowledge

Implementation: In order to facilitate the integration of new processes into the existing functionality, SOPHIST began with an inspection of the documentation of the legacy system, identifying areas suitable for optimization and delineating the use cases of the legacy system. These use cases where then used to structure the new functionalities and integrate these into the legacy documentation as delta requirements.

The business requirements collected by the subproject teams where then refined - in conjunction with a central contact - using system requirements and documented using models as well as natural language. In order to guarantee a high quality documentation, reviews were installed, which often also uncovered further potential for optimization of the processes. Due to the inconsistent terminology in use by different project members, a process word glossary was compiled and consolidated, in order to create a unified and understandable basis for the specification.

Furthermore, a template was created which served as a standardized template for the structured elicitation and documentation of non-functional requirements and helped the subproject teams during analysis.

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The customer is a well-known manufacturer of elevators, escalators, automated doors and loading equipment. For many years, a CRM system was used to manage the technicians which operated internationally. The system supported the users in the following tasks:

Customer benefit:

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In order to support changing business processes in the best way possible, it often becomes necessary to revise and adapt the existing IT systems. A SOPHIST team supported the reengineering of an existing CRM system, which included the implementation of new functionalities and the optimization of currently run processes.

TECHNICAL DATA: Tools employed: MS Word in conjunction with the Volere Template MS Visio for the UML diagrams

Methods emloyed: Natural language documentation and review techniques Requirements in natural language UML activity and state diagrams

SOPHIST GmbH Vordere Cramergasse 13 90478 Nürnberg Deutschland fon: +49 (0)9 11 40 900-0 fax: +49 (0)9 11 40 900-99 E-Mail: heureka@sophist.de Internet: www.sophist.de © SOPHIST