When someone was asked me if i can create CRM system i could answer only in one way... I don't know. After a while i've asked about requirements for this and at the end i've said yes. This is how i've start create my first CRM system.
First requirements was looking very easy to do. Few email accounts to operating, integration with CMS system and with voip phones. Mail serwer was working on exchange system so i could use EWS (Exchange Web Services). Integration with CMS it was supposed to be read only so all i needed was access to database.. Phones worked in VOiP technology so i was assumed that it will be possible to connect with voip server and checking what number are calling to each consultant. The basic plan was ready, now i could start planning the details.
Main functionality of this system should be operating on tickets. Every new client case it's a new ticket with unique number. They could be assigned to user or group. Could set them priority, type, status etc. Notification from client, who was calling to customer service should be assigned to right customer account in system, by consultant. Mail from client should automatically create new case on his account. Beside of that, every CRM user can manually create new ticket witch don't will be assigned to any client. It could be about changing banner on website for example. After log in to system, user will see the list of cases assigned to his account, his groups and not assigned to anybody. Metodology of work is determined depending on current needs.
Integration with CMS was supposed to be read only so all i need was access to database. After few hours analyzing i've understod databese schema and i couldgo to next step. How to show data in application. Search form, table with result of search and form with client data. Because there was couple CMS and each of them had his own database CRM should search in every of them. Unless user has chosen one of them. After rght client was found, system was searching in his main database the contact history of this client with company.
Integration with mail on exchange server was supposed to be easy too. Microsoft released service EWS for this. Thanks of this, every outside application could operate mailboxes exactly the same like outlook. Sending, reading, forwarding answering mail etc. Finding, filtering and whatever we need. That's how i've created service to monitoring selected mailboxes. When some new message was appeared system was creating new notification with right type, category and assigning it to client account. Unless it was answer for some email then system had created interaction and assigned it to right case.
Whole system had to made up a few elements. Web interface for endusers. Application to managing phone calls and service to managing mailboxes.
CRM should make to work in customer servie easier. Informations about all customers from every CMS supposed to be available in one system. Every contact by email or phone will be saved on client card and will be visible for each consultant.
Unfortunately this project wasn't succeed in 100%. System wasn't finished because of not enough time and other priorities. I had some problems which i did not solve out. One of them was how to create message body, Users was accustomed to outlook program where they could adding a graphics, tables or attachments by method drag and drop. I didn't start integration wih phones system.
It was my defeat but i must say that i'v got a lot of new knowledge from it. Maybe someday i'll back to this project or i'll do something new with my current knowledge.