Solution report for Planet Technology

ICT80003 – PROFESSIONAL PROJECT – SOLUTION DOCUMENT
1PLANET TECHNOLOGY GROUP
Project plan
Supervisor: Ronald Bartels
Group: Niharika Neervani (Leader) 100042073 Mobile: 0470419413
Gelareh HosseinPour Niri 100100052
Batish Sama 100048262
Long Trieu 100010287
Kush Luthra 6627412
Suresh Kumari 4985559

Executive Summary
This report introduces the comprehensive process of carrying out the project of “Developing a
prototype CRMusing Microsoft Dynamics for Planet Technology Group”. The project starts from
identifying requirements, objectives and other constraints to formulate a descriptive scope
statement. Supplementally, a brief background research of Customer Relationship Management
system was carried out to bolster understanding before getting into the configuration phase.
Next, System Requirement Specification documents was elaborated based on requirement
elicitation conducted through an interview with the CEO before construction corresponding
models (e.g. Process flows and data flows diagram). Besides, some of the risks emerged from the
project have been identified so that a mitigation plan can be built. Finally, all project deliverables
are encapsulated and presented in the last section of this document, including
 Microsoft Dynamics CRM prototype configuration
 Sample testing data
 User manuals
 Email marketing integration

Table of Contents
Executive Summary......................................................................................................................... 2
Table of Contents............................................................................................................................ 3
1. Introduction ................................................................................................................................ 5
1.1. Background .......................................................................................................................... 5
1.2. Key personnel....................................................................................................................... 6
1.2.1. Planet Technology Group.............................................................................................. 6
1.2.2. Swinburne University.................................................................................................... 7
1.3. Objectives............................................................................................................................. 8
1.4. Scope.................................................................................................................................... 9
2. Microsoft Dynamics CRM.......................................................................................................... 11
2.1. Background to CRM ........................................................................................................... 11
2.2. Some dominant CRM vendors in the market .................................................................... 12
2.3. Why Microsoft Dynamics CRM.......................................................................................... 15
3. System Requirement Specification (SRS).................................................................................. 16
3.1. Functional requirements.................................................................................................... 16
3.2. Non-functional requirements ............................................................................................ 20
4. Requirements modelling........................................................................................................... 22
4.1. Process flow diagram......................................................................................................... 22
4.2. Data flow diagram.............................................................................................................. 24
4.3. Entity relationship diagram................................................................................................ 25
5. Project management................................................................................................................. 26
5.1. Project time management ................................................................................................. 26
5.2. Project risk management................................................................................................... 27
6. Project deliverables................................................................................................................... 29
6.1. Microsoft Dynamics CRM prototype configuration........................................................... 29
6.1.1. Primary entities........................................................................................................... 29
6.1.2. Sales entities ............................................................................................................... 29
6.1.3. Marketing entities....................................................................................................... 30
6.1.4. Supporting entities...................................................................................................... 30

6.1.5. Business processes...................................................................................................... 30
6.2. Sample testing data ........................................................................................................... 31
6.3. User manuals ..................................................................................................................... 32
6.4. Email marketing integration .............................................................................................. 32
7. Conclusion................................................................................................................................. 32
References..................................................................................................................................... 33

1. Introduction
This document provides a descriptive overview of the project carried out in Planet Technology
Group (Planet Tel) to implement a Customer Relationship Management (CRM) system to
automate business processes while aligning with the long-term strategy. This document aims at
different levels of management within Planet Tel such as C-level executives (e.g. CTO), IT
manager, Marketing manager and Sales manager.
This document will assist the development of the project by the following means:
 Establish an agreed-upon scope statement to support scoping the project and prevent
potential scope creep.
 Specify the critical success factors and acceptance criteria of the system so the team will
have a good visionover what is expected of them as well as what the management should
do to facilitate the project.
 Provide an accurate estimation of the time and budget (in terms of hour) needed to
complete the project in order for the team to keep good track of the project progress.
 Specify in detail the deliverables of each milestone along with activities and resources
required for producing the deliverables.
 Identify and assess the risks inherent in the project then suggest mitigation strategy and
contingency plan.
1.1. Background
Planet Technology Group (Planet Tel) was founded in 2009 and it quickly grew into one of the
fastest growing telecommunication service provider in Australia. The company is specialised in
providing whole-of-business solutions such as voice, broadband and cloud services. The business
philosophy of Planet Tel is understanding the challenges and objectives of clients in order to
deliver high-performance IT solutions and reliable customer service. Customers of Planet Tel are
big corporates which vary from hotels and resorts to airlines, such as Starwood, Malaysia Airlines
and China Airlines.

The current business processes in Planet Tel are complex, inefficient and ineffective, which put a
heavy burden on the operation of the firm. Particularly, almost all the business processes are
carried out on a manual basis (i.e. Excel based) while the sales and marketing staff spend most
of their time fixing documents, consolidating data and handle the customer interaction manually.
Customers of Planet Tel are mostly corporate and wholesale customers, therefore it is even more
critical to maintain the customer relationship and ensure their satisfaction. The current outdated
business processes are not capable of maintaining the progressively bigger volume of customers
due to the lack of computerised communication and report. Consequently, there is an increasing
need for a system in place that is capable of automating the sales, marketing and support
processes, internal and external communication, report handing, documentation of current
processes as well as accounting and billing. In this regard, Planet Tel will be able to enhance the
experience of customer in the sense that more means of communication (e.g. social media, live
chat, SMS and fax) will help increase the effectiveness of customer interaction. Marketing
activities can be carried out collaboratively through various channels while campaign
customisation is achievable through data mining and machine learning (CRM Objectives 2005).
Overall, the CRM system will help eliminate redundancies and work duplications amongst
departments (especially Sales between Marketing), which ultimately will increase the customer
satisfaction towards Planet Tel’s services.
1.2. Key personnel
1.2.1. Planet Technology Group
 The key stakeholders of this project include:
 Chief Executive Officer
 Chief Technology Officer
 Sales team
 Marketing team
 IT department

1.2.2. Swinburne University
Name Role Contact Responsibilities
Ronald
Bartels
Supervisor rbartels@swin.edu.a
u
 Supervise the project
 Mentor the project team
 Monitor the weekly progress
 Give feedback on weekly
progress
 Counsel the project team
 liaise with clients where
appropriate
Niharika
Neervani
Team leader 100042073@studen
t.swin.edu.au
Group responsibility:
 Convene and chair meetings
 Allocate tasks and
responsibilities
 Monitor the project schedule
 Consolidate the submissions
 Communicate with clients
Project responsibility:
 Business process analysis and
modelling
Gelareh
HosseinPour
Librarian 100100052@studen
t.swin.edu.au
 Maintain a repository for
project documentation
 Document meeting minutes
modelling
Long Trieu Member 100010287@studen
t.swin.edu.au
 Carry out tasks assigned by
team leader
 Proof-read and finalise report
modelling
Batish Sama Member 100048262@studen
t.swin.edu.au
team leader
 Microsoft Dynamics CRM
configuration

Kush Luthra Member 6627412@student.s
win.edu.au
team leader
configuration
Sureh Kumari Member 4985559@student.s
win.edu.au
team leader
configuration
1.3. Objectives
Customer experience enhancement
The implementation of Microsoft Dynamics CRM system will facilitate the interaction with
customers via various new channels such as social media monitoring, real-time chat, Outlook
integration and fax. The improved interaction with customer will enhance the ability to respond
to their need in a timely manner, which in turn will boost customer satisfaction towards Planet
Tel’s service.
Multiple-channel marketing
Marketing team is able to carry out advertising and other promotions on a collaborative manner
through a diverse range of channels. Furthermore, the campaign customisation is achievable
thanks to integrated data mining feature, which provides actionable insights into the tedious
data.
Elimination of inefficiencies and work duplications
The advent of the new CRM system will significantly reduce the work duplication and
inefficiencies between employees thanks to the centralised and synchronised storage of
customer data. Additionally, the current sales and marketing data is stored within spreadsheets,

which might have multiple versions of the truth. Subsequently, this willaffectthe decisionmaking
process, which depends on the quality and integrity of data.
1.4. Scope
Project Title: Planet Tel CRM implementation
Date: August 30 2016
Prepared by: Long Trieu, Project Team Member, 100010287@student.swin.edu.au
Project Summary and Justification: Peter Mahon-Daly, CTO of Planet Technology Group
requested this project to assist Planet Technology Group in meeting its strategic goals. The
integrated Customer Relationship Management System based on Microsoft Dynamics will
facilitate the firm’s business processes, and ultimately lead to more efficient working effort,
more productive staff members and more satisfied customers. Furthermore, it will also
increase profitability by reducing internal operation costs thanks to the synchronisation of the
IT infrastructure and the ease of access to information across all departments. The budget for
this project is projected as 12.5 hours * 6 members * 10 weeks = 750 hours.
Product Characteristics and Requirements:
 Account management: Maintain customer information in account records (i.e.
information of companies Planet Tel is dealing with). For instance, contact information,
company information, category, type of relationship, and address information is
included in an account.
 Contact management: Information about the people whom Planet Tel staff interacts
with, is stored in the contact records. A single account can encompass multiple
contacts. Contacts include anyone Planet Tel staff works with at the company, people
in charge of paying invoices, people responsible for making purchasing decisions, or
support technicians.
 Sales management:Leads and Opportunities are the key features of sales management
in Microsoft Dynamics CRM. Qualify, develop, propose and close are the four stages for
a new lead. Products and quotes can be added as part of detailed proposal.
 Marketing management: Email marketing, quick campaign, marketing campaign (i.e.
manage email subscription, compose and send offers).
 Case management: Handle customer’s enquiries and feedback.
Summary of Project Deliverables: Customer Relationship Management systems configured
and customised through Microsoft Dynamics
Project management-related deliverables: Project Plan, System Requirements Specification,
Process Flow Model, Data Flow Diagram, Use Case Diagram and Description.

Product-related deliverables: Account Management Module, Contact Management Module,
Sales Management Module and Marketing Management Module
Project Success Criteria:
 The CRMsystem must be intuitive and user-friendly so that the employees will be able
to handle their tasks effectively through appropriate training.
 Planet Tel employees should be ableto intuitively perform the business processes using
the new interface, and the business processes must be aligned with the business
strategy.
 Data stored by the new system should be seamlessly available to all relevant user
groups (e.g. customer contact data should be available to sales, marketing and account
while sales data should be available to executive management for decision making
purpose).
 The interface shall be completed within ten weeks (i.e. equivalent to 750 hours).
Out of scope:
Wholesale sales management and the rest of marketing functions are beyond the scope of this
project due to time constraints.

2. Microsoft Dynamics CRM
2.1. Background to CRM
In an increasingly competitive market, organisations are striving to increase profitability, reduce
cost and retain customers. Customer retainment is a contemporary issue that every organisation
is concerned about since customers tend to be increasingly rigorous in making purchase.
Customer relationship management (CRM) emerges as set of practices, strategies and
technologies that organisation adopt to manage customer interaction through the life cycle so as
to improve the relationship with customers, increase customer retention and improve sales. The
collection of customers’ data across all channels (e.g. website, phone, email and social network)
of an organisation is done via CRM systems, which in turn use the collected data to support
customer-facing staff in their daily tasks (Rouse 2014). Typically, a CRM solution provides three
main features:
 Data consolidation: customer data from various sources is stored in a centralised
database, which is available to all business users.
 Customer interaction record: customers’ call, email, feedback or inquiries are archived
the system and can be accessed by relevant business users
 Automation of business processes: such as qualify a lead; transform an opportunity into
an account.
Four biggest vendors that are currently dominating the market are SAP, Microsoft, Oracle and
Salesforce. They are offering CRM solutions to all kinds of organisations from big corporate to
SMEs. The following table summarise three main types of CRMsolution offered by most vendors:
Solution type Description
On-premise solution
On-premise CRM give the responsibility of
managing the software, maintaining the
database and ensuring the security to the
company itself. Particularly, organisations
have to purchase the license upfront and the
CRM software will locate at the server of the

organisation. This type of solution is suitable
for huge corporations with complex CRM
needs since it has to be configured specifically
to suit the business requirements and to work
with the legacy systems.
Cloud-based solution
Some SMEs seek cloud-based CRM (i.e. CRM
on-demand) as a cheaper alternative to the
fixed solution. This type of software is hosted
on an external server whereby employees can
access at any time via a web browser. This
type of CRM is suitable for small enterprises
that have relatively simple need for CRM
software as well as cannot afford a great deal
for license since they can purchase the
software through monthly subscription.
However, the biggest concern about this type
of CRM is the loss of control over data, which
is the most precious resource of an
organisation since data is stored externally.
Open source solution
The source code of this type of CRM is made
available to public, thus any organisation with
some expertise in IT can configure it to suit
their specific needs at little or no cost.
SugarCRM is one of the most popular open
source solutions.
2.2. Some dominant CRM vendors in the market
Oracle CRM On Demand
Oracle’s CRMsolution offers organisations with extensive capabilities of driving sales, marketing,
service effectiveness and loyalty. It also delivers cross-channel experience to customer, in
combination with Oracle’s Commerce solutions. Essentially, organisations of all sizes and types
can use Oracle CRM On Demand to:
 Get smarter

 Get more productive
 Get the best value
According to Oracle(2016), its CRMsolution provides organisations with an extensive set of tools
that optimises the entire sales process as well as increases productivity and sale results. Besides,
it also delivers crucial information to those who involve in the process including travel salesforce,
in-house sales, partners and management. Oracle CRMOn Demand is embedded with real-time
reporting along with effective historical analytics that provides management with actionable
insights to the current business in order to make better solutions. Sales and prospects
information can be quickly accessed through Outlook, web browser or on mobile device.
Moreover, the marketing feature of Oracle CRMOn Demand offers organisations a complete set
of capabilities to automate the marketing process, which includes designing inbound and
outbound campaigns, lead management and nurturing, and measuring marketing return on
invest. More importantly, Oracle CRM On Demand marketing can be fully integrated with CRM,
which presents various utility such as built-in email and web marketing, easy-to-use automation,
and built-in analytics.
(Oracle CRMon demand 2016)
SAP CRM
SAP CRMdelivers personalised and seamless customer experiences through SAP Hybris solutions
powered by SAP HANA. In-memory and big data technologies are used to drive digital
transformation as well as to smoothly integrate sales, marketing, commerce, and customer
service.
Particularly, SAP Hybris Cloud For Sales gives organisations easy access to real-time analytics,
social selling tools and customer information at any time. Using SAP Hybris Cloud For Sales,
organisations can take advantage of the cutting-edge capabilities such as Account Management
Intelligence, Mobility, Opportunity Management and Insights, Real-Time Analytics, Predictive
Analytics for Next Generation Customer Engagement, Email and Notes Integration, Sales

Performance Management, Cloud-based Platform in order excel in the market and gain
competitive advantage over their rivals.
On the other hand, SAP Hybris Marketing enable organisations to deliver individualised one-to-
one marketing to mass audience. It helps to obtain not only customer history, but also the
current tendency as well as motivation. With advanced analytics, organisations can discover
customer’s hidden trends and opportunities so as to remarket and target specific audiences in
their campaigns thanks to the understanding their online behaviour. With the aid of SAP Hybris
Marketing, organisations can monitor the performance of all marketing activities in order to
optimally plan resources and drive customer advocacy.
(Explore the SAP portfolio 2016)
Microsoft Dynamics CRM
Microsoft Dynamics CRM is a versatile and integrated customer relationship management
solution that offers a full set of capabilities in conjunction with integration Office 365, Power BI,
Yammer, Skype, Lync, and many other social conferencing systems that employees, business
partners, and customers already used.
In particular, the Sales functions provides a comprehensive and intuitive solution that allows
salespeople to be more productive and deliver excellent customer experience. Thanks to the
essential insights and guidance, salespeople can work more efficiently by collaborating with
colleagues or build a trusted relationship with customers through personalised engagements.
Some of the sales functions offered by Microsoft Dynamics CRM include opportunity
management, social selling, planning and management, content collaboration, mobiles sales and
sales intelligence.
On the other hand, the Marketing function is an integrated solution for marketing operation,
planning and execution across all channels—email, SMS, digital, social, and traditional. It enables
organisations to plan, execute and measure campaigns from start to finish in order to bring
organisation’s marketing vision to life.Organisations canengage with customers more intimately

across channels, build sales pipeline, and demonstrate the impact of marketing investments
made in real time. Marketing resource management, multichannel campaigns,lead management
and scoring, sales and marketing collaboration, social marketing, and marketing intelligence are
among the core capabilities of marketing.
Among all of the above CRM solutions, this paper’s main focus will be on Microsoft Dynamics
CRMbecause the main project of this research component is the configuration of a CRMsystem.
This paper will mainly focus on Microsoft Dynamics CRM because it is a relatively affordable
solution for all types of business, especially SMEs. However, being less expensive than its
counterparts does not necessarily mean it is not powerful. In fact, Microsoft Dynamics CRM is
better than rest thanks to the seamless integration with other Microsoft applications,which have
already been used by most organisations.
(Microsoft Dynamics 2016)
2.3. Why Microsoft Dynamics CRM
The reason for Planet Tel to choose Microsoft Dynamics CRM is that it is a gold partner of
Microsoft and the firm is currently owning a 2015 licensed environment. Furthermore, Microsoft
Dynamics CRM provides organisations with powerful capabilities, and its distinctive features
bridge all the common business challenges and technologies pitfalls an affordable price. Finally,
the flexible architecture of Microsoft Dynamics CRM allows for an easy customisation so that
Planet Tel can tailor the system towards their specific business needs.

3. System Requirement Specification (SRS)
3.1. Functional requirements
Account Management
Customer’s contact is stored in spreadsheets,which means that it is difficultto maintain and lacks
uniformity. Planet Tel can utilise the account management feature of Microsoft Dynamics CRM,
which is one of the key concepts of business-to-business customer relationship management.
The account entity is essential in identifying and managing customers, selling products as well as
providing outstanding services to them. In Microsoft Dynamics CRM, account represents a
company or individual that the business unit has a relationship with. Contact information,
company information, category, type of relationship, and address information is included in an
account.
Contact Management
Planet Tel is using spreadsheets and directories for contacting and tracking their customers,
which is widening the gap between the business and customers. Therefore, Planet Tel wants to
integrate the Contact Management feature of Microsoft Dynamics CRM into their business for
better management of stakeholders’ contacts.
In Microsoft Dynamics CRM, a contact represents an individual whom a business unit has a
relationship with. It could be a customer, a supplier, or a colleague. A contact can be a stand-
alone entity. Professional, personal, family information, and multiple addresses are included in
this entity.
Sales Management
Planet Tel is generating and managing leads through business cards, phone directory, and
personal contacts. The sales process handles a new sale by first qualifying the customer, then
developing an opportunity. A sales representative sends an offer to the prospective customer,
and waits for the offer to be accepted and an order. The sales representative may need to follow
up on the offer before it is accepted. Once the customer places an order by signing a contract,

the deal is closed. Details of the sale are lodged in the Planet Tel’s provisioning system which is
used to delivered the ordered services and initiatebilling. A scanned copy of the order is retained
in the provisioning system for future reference.
This process has a number of shortcomings. Firstly, sales management have only limited visibility
of the sales pipeline which makes it difficult to forecast sales numbers. (Managers use the value
of current offers to estimate the value of future sales.) Secondly, it is easy for individual
prospective customers to be overlooked which means that offers (and follow ups) can be late or
missed altogether. Finally, the process is inefficient and relies on the memory and organisational
abilities of each sales representative.
Planet Tel can take advantage of the sales management feature provided by Microsoft Dynamics
CRM–a complete and intuitive solution. This feature helps salespeople be more productive and
focus on delivering amazing customer experience.
A lead is an entity identified as someone interested in the products and services offered by the
company. This information is provided by the salesperson by phone and through email
communication, which is available in Microsoft Dynamics CRM. Open, Qualified and Disqualified
are the possible states of a lead. Once a lead is qualified it may be converted to an account, a
contact or an opportunity. Contact and account information, customer requests, activities, notes
and attachments are the items associated with a lead.
The potential sale to new customer is represented by the opportunity entity. It can help Planet
Technology to forecast future business demands and sales revenues. Salespeople can use
opportunities to keep track of the sales engagements. Estimated revenue, estimated close date,
rating of the opportunity, at what stage the opportunity is, potential customer’s name and
salesperson’s name can be tracked. Activities related to the potential sale, such as telephone
calls, email messages and tasks can also be monitored.
Marketing Management

Planet Tel is currently not able to integrate the resources of marketing operations such as
planning, executions and analytics across the channels. The firm is stepping forward to integrate
emails into Microsoft Dynamics CRM as a marketing solution that allows them to track the
messages sent, as a part of their marketing effort.
In Dynamics CRM, emails sent can be tracked as a part of marketing activities, which is used for
various analytical purposes later. Email messages can be sent to a vast number of recipients. The
subscription-centre links, sender information, landing page links features can be included in the
marketing emails. The marketing list is required for addressing marketing emails. The sent emails
are then transferred to the bulk of Dynamics Marketing messaging server, that evaluates the
content of sent emails, manages sent emails and track results.
Quick campaign
Planet Tel is currently using Biz Mailchimp for their marketing purposes and to be ableto capture
more market in by advertise their products using multiple channels. The firm is stepping forward
to use quick campaigns in Microsoft Dynamics CRM as a one aspect of their marketing solution
that allows them reach out to customers more efficiently. In Dynamics CRM, quick campaigns can
be created and distributed to multiple audience or can cater a specific client as well. It will allow
Planet Tel to communicate or to market their products via multiple communication channels for
example, phone, email, fax, letter etc. The campaign can be initiated by the owner of the
campaign. The owner can be assignedwhilecreating the quick campaign and the activity can also
be set as automatically performed such as sending email messages. For example, if you are
creating a phone call activity for all the sales representatives, you can select the phone call
activity, and then select The owners of the records that are included in the quick campaign. Each
sales representative can then see the activity and take action on it. However, if you are creating
a large number of email activities that CRM will perform automatically, you can assign the email
activity to yourself instead of the record owners.
Marketing campaign

Marketing Campaign in Microsoft Dynamics has been designed for planning, tracking and
analysing the campaign with using multiple ways and features in dynamics which includes:
Campaign Management, Campaign Automation and Behavioural Analysis.
 In Campaign management it is possible to plan analyse and track the marketing campaign
and make sure whether the campaign is following the organisational goals or not.
 Campaign Automation gives the user a chance to create rules based on flowchart tools in
order to automating the campaign.
 Behavioural Analysis helps dynamics user to be engaged to the campaign, events, offers
and emails. People could track and analyse how many of the emails have received and
how many of them have been opened or deleted by the people.
There are many options in the Microsoft Dynamics Marketing Campaign which could be used and
applied for the marketing purpose. Proving Marketing List facilitate reaching to specific group of
audience with collecting them into the groups. Moreover, Campaign Performance enable
Dynamics users to compare and analyse different campaigns and their performance together.
Email Marketing is one of the most popular marketing approaches in the organisations which
gives the opportunity connecting to large number of people. With using Marketing Campaign
could manage the email marketing very wisely. It is possible to target the audiences with
grouping them into the different teams, designing email templates and send it to them. All the
emails are easily trackable by the Dynamics CRM.
Case management
Cases in Microsoft Dynamics CRM keep track of requests and issues of Planet Technology
customers. It is designed to track the process from the initial intake of an incident, tracking the
details throughout the remediation process, and through final resolution.
Microsoft Dynamics CRM cases are most commonly used in help desk scenarios, in which a
customer has an issue with a product or service; the activities to resolve the issue need to be
tracked in an organised manner from when the issue was first reported to a resolution of the

issue. The case entity provides a standard interface and has the fields most commonly used to
track incidents. However, it can also be customised to fit Planet Technology business processes.
When a customer contacts needs, support with a request, a question or a problem, you can
quickly check if there is an existing case or open a new case and start tracking the issue. You can
also escalate, reassign cases to CRM users or teams. For more powerful automation and
collaboration, cases can also be added to queues if you don’t have enough information or time
to work on it. Utilizing queues can result in more efficient case distribution and resolution.
Before providing support to customers, you can also check the customer’s entitlements.
Entitlements are just like contracts that tell you what kind of support a customer is eligible for.
You can see if the support terms are based on the number of hours or cases, support channel, or
based on the product or service that the customer has purchased.
3.2. Non-functional requirements
Security
Microsoft Dynamics CRM uses a security model to protect the data integrity and privacy in
organisation.
 It provides a multi-tiered licensing model for users.
 It allows admin to grant users access that allows only the levels of information required
to do their jobs.
 Categorise users and teams by security role and restrict access based on those roles.
Microsoft provides customers with flexible management tools that help protect sensitive data
and support compliance with government privacy and security guidelines in order to protect the
data stored on the cloud.
Scalability
It specifies the ability of system’s expansion by adding resources like CPU, memory, servers etc.
Vertical scalability could be achieved by adding an additional CPU or memory storage which

would allow Planet Tel to support more users and multiple transactions. On the other hand,
horizontal scalability could be achieved by installing an additional server which can lower the
response time.
Compatibility
Microsoft recommends using the latest version and service pack for all required components,
such as Windows Server, Microsoft SQL Server, Microsoft Office, Internet Explorer and Microsoft
Exchange Server. In some cases, there might be a delay between the availability of a component
update and support for the update in CRM applications. However, you should always apply the
latest update for Microsoft Dynamics CRM to fully support the latest version of a required
component. Compatibility information can be found on: https://support.microsoft.com/en-
us/kb/3124955
Integration
Integrating data or migrating data between applications can be performed on a Dynamics CRM
using only the supported methods. Modification of data of any sorts ex: insert, delete etc. directly
in the database is not supported due to the architectural structure. Supported methods are:
 Use do CRM web service
 Use of SQL statement queries. (only available with CRM online)
Backup
Microsoft Dynamics creates at least two CRMspecific databases on SQL Server. A default master
and msdb SQL server database for database services and the default report server SQL Server
databases for Reporting Services. The frequency of backups could be set by the administrator.

4. Requirements modelling
4.1. Process flow diagram
Process flow diagram shows the step-by-step process of handling a sale from contacting
customer to creating a service order with the provision team.
Sale process

Offer proposal

4.2. Data flow diagram
Data flow diagram (DFD) is used to graphically present the flow of data through the Planet Tel
system in order to aid in the modelling of its process aspects.

4.3. Entity relationship diagram

5. Project management
5.1. Projecttime management
The total time taken for this project is 60 days. The following Gantt chart demonstrates the
resources and time taken for completing the project.
Figure 5.1 – Project Gantt chart
Figure 5.2 – Project Gantt chart (cont.)

5.2. Projectrisk management
The below table summarises the risks and respective mitigation strategies are explained in the
following part
Rank
Name /
Description
Occurrence
Probability
(H/M/L)
Severity
(H/M/L)
Mitigation
Strategy
Number
H
Scope creep/ scope creep risk would occur if
the scope of the project is not defined and
documented properly, as well as not signed
off from the client.
H H M01
H
Inappropriate managerial and technical
skills/If planet technology employees are
incompetent or do not have skills to perform
the tasks, then this risk would occur.
H H M02
H
Team Risk/If the team is not communicating
the ideas properly, and if there is an
inadequate coordination among the team
members, then it might raise to team risk.
H H M03
H
Technology Risk/This risk would occur if the
platform chosen (Microsoft Dynamics CRM)
is not appropriate to the organisation, if the
features configured by this project does not
solve the problem of Planet Technology. It
could also occur if the feature configured
becomes obsolete in the future.
H H M04
M
Benefits Realisation Risk/This risk would
occur if the organisation did not consider the
realistic benefits they achieve from the
project.
M M M05
M
Business Risk/This risk would occur if the
project fails.
M M M06
M
Schedule Risk/This risk will occur if there is
delay in the project timeline as agreed.
M M M07

M01: In order to mitigate this risk, the team should ensure to write an accurate project scope
statement and fully approved by the Planet Technology stakeholders. Additionally, the
requirements of the project should also be documented properly and signed off from the client.
M02: This risk could be mitigated by Planet Technology by having right people for using the
Microsoft Dynamics CRM project. These people should have the right skills to understand the
user manual guides provided while using the Microsoft Dynamics CRM environment.
M03: Through proper coordination amongst the team members, and ensuring that everyone
shares ideas during the team meetings will reduce this risk, and provide the quality product.
M04: To mitigate this risk, organisation should clearly understand the scope and the
requirements of the project before signing off in order to make sure the business strategy is
aligned with the scope of the project. In order to ensure whether the features are solving the
organisation problem, pilot testing should be done.
M05: In order to mitigate this riskPlanet Technology should take input from various stakeholders
about the benefits to the organisation from configuring Microsoft Dynamics CRM project.
M06: In order to mitigate this risk, Planet Technology should have a comprehensive and thorough
business plan.
M07: This risk can be mitigated by proper scheduling of the project activities.By distributing tasks
among team members and ensuring they are sticking to the deadlines as promised.

6. Project deliverables
6.1. Microsoft Dynamics CRM prototype configuration
Up to now, the project team has successfully configured the following entities and business
process in accordance with the business rules and processes of Planet Tel. Details about those
entities and business processes can be found in the User Manuals.
6.1.1. Primary entities
Leads
Leads are for potential sales which Planet Tel generates from numerous sources. It could be
bought from mailing lists, typed in manually from business cards as well as generated from
marketing campaign or inquiries from website. Lead is a temporary entity, and as the sales
process progresses, a lead is converted into an Account, Contact, or Opportunity.
Accounts and Contacts
Account entity stores the data of companies whom Planet Tel is doing business with while data
about specific people will be stored in Contact entity.
Activities
Activity is an entity used to track all types of customer interactions and communication by Planet
Tel sales and marketing team. Employees can take notes, send email, make phone calls and set
up appointments. Those activities need to be record for follow-up and tracking so that the flow
of process will be smoother.
6.1.2. Sales entities
Opportunities
Opportunity is the core record in the sales process, and represents a potential sale for a specific
customer. If allprogress smoothly, after Planet Telnurtures a lead until the right time, sales team
will be able to promote it to an opportunity, which is another name for a deal they getting ready
to close.

6.1.3. Marketing entities
Campaigns
Campaign stores data about conducting serial marketing activities such as sending emails to a
mailing list or setting up a Facebook marketing for a newly-launched service.
Quick campaigns
A quick campaign is a single activity which is distributed to Leads, Contact or Account. These
activities can be assigned to customers, individual or to teams.
6.1.4. Supporting entities
Cases
Cases (i.e.tickets or incidents) are issues or questions of clients that stem from phone calls,email
or inquiries on website. Cases have all the information a customer service representative needs
to know when resolving a case such as priority, origin and how much service the client is entitled
to.
6.1.5. Business processes
Three business processes has been successfully mapped into Microsoft Dynamics CRM
Lead to Opportunity Sales Process
As the name suggests, this process is owned by the sales people and is used to convert a lead
into opportunity after completing qualifying it. The process consists of three stages:
1. Qualify lead: identify decision maker
2. Develop quote: gather customer requirements, quote a solution and get the current bill
3. Propose quote: develop proposal and present proposal
At the end of this process, the lead will be closed as either “qualified” or “disqualified”
Opportunities sales process

This process is also a primary sales process, which aims at handling an opportunity, which could
be win or lose. The process consists of four stages:
1. Qualify: identify contact, identify account, estimate budget and capture summary
2. Develop: identify customer need, propose solution, identify stakeholders and identify
competitors
3. Propose: identify sales team, develop proposal, conduct internal review and present
proposal
4. Close: complete proposal, present proposal, confirm decision date, send thank-out letter
and file de-brief.
At the end of this process, the opportunity will be closed as either “win” or “lose”, but it can still
be opened again if needed in the future.
Case resolving process
This process is used to handle a case, which contains three steps
1. Identify: find customer, find contact and find case
2. Research: find similar case, assign to others
3. Resolve: resolve case
At the end of this process, the casewillbe closedas resolved, but it canbe reopened againshould
customer has further queries.
6.2. Sample testing data
A sample data set has been created to support testing and training purposes. The data set was
created in accordance with the Planet Tel business where allthe instances of leads,opportunities
and cases are named after empirical business problems. The data set is also diverse in variety in
order to show all aspects of the business.

6.3. User manuals
A complete user manuals set has been created for management review so that Planet Tel can
consider to start using Microsoft Dynamics CRM. User manuals include a thorough instruction of
how to qualify a leads, transfer an opportunity, handle a case, or create a quick marketing
campaign.
6.4. Email marketing integration
Similarly, a complete set of user manuals has been created for email marketing which includes
an extensive guidance on how to install outlook client, configure outlook integration, work on
email template and mail mergers.
7. Conclusion
The project concluded with the delivery of a user-friendly prototype of Microsoft Dynamics that
Planet Tel can start experiencing on in conjunction with the sample data set and user manuals.
However, further work needs to be done in order to fully integrate and configure the prototype
towards the exact needs of Planet Tel because this is only the first prototype. Finally, Planet Tel
needs to make it an iterative process of reviewing the business rules and configuring the interface
before it can effectively replace the current pen-and-paper system.

References
Microsoft Dynamics 2016, Microsoft, viewed 30 September 2016,
<https://www.microsoft.com/en-au/dynamics/default.aspx>.
Oracle CRM on demand 2016, Oracle, viewed 30 September 2016,
<http://www.oracle.com/us/products/applications/crmondemand/index.html>.
Explore the SAP portfolio 2016, SAP, viewed 30 September 2016,
<http://go.sap.com/australia/solution.html>.
Boguhn, B 2011, CRM Security Concerns, Compare Business Products, viewed 30 September
2016, <http://www.comparebusinessproducts.com/crm/crm-security-concerns>.
Nineteen business benefits of CRM 2016, Preact CRM, viewed 30 September 2016,
<http://www.preact.co.uk/why-crm/how-businesses-benefit-from-crm>.
Nisula, A 2008, Final thesis report - Adding value to the customer through customer relationship
management, Tampereen University of Applied Sciences, Tampere.
Ruston, P 2012, ‘AX Success: Managing a Successful Microsoft Dynamics AX Implementation’,
Ruston Group, viewed 16th Sep 2016, <https://www.rustongroup.com/2016/06/successful -
dynamics-implementation>.

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