Terms of reference for the development of a CRM system

CRM (Customer Relationship Management) is a system that helps to streamline and automate customer relationships, optimize marketing and organize work with leads.

The terms of reference allows you to clarify and highlight the main requirements for CRM: describe the functionality, data structure, a set of modules and widgets, an interface, take into account all the relationships, identify the goals and objectives of the final product.

In addition, TK performs other important functions:

• analysis of business processes: writing a technical assignment makes it possible to analyze and correct business processes;

• understanding the requirements for CRM: you will understand what exactly you would like to get from the system and which one to give preference to;
• a clear idea of the final product: if you accurately represent the desired result, you can focus on the main tasks, save time and money.

The AVADA MEDIA team is engaged in the preparation and visualization of technical specifications, which describe in detail the fundamental parameters of the project: from business goals to the nuances of development and design.

The terms of reference not only captures ideas and contains a list of requirements that need to be implemented, but also serves as a guideline for the customer and developer.

There is no universal TK, so each of them is unique. The client has the opportunity to express wishes for its design and supplement the template proposed by the developer. At the same time, several criteria can be distinguished that are used in the preparation of most of the technical specifications.

The TOR for CRM usually contains the following points:

• Purpose and goals of the project.
• Description of automation objects.
• The composition and content of work on the development of the system.
• Tools for integration with telephony, e-mail, website (product synchronization), delivery services, payment systems, SMS service.
• Setting up document templates.

• Loading the base of clients and goods.
• Integration with programs (for example, 1C).
• Requirements for commissioning the system.
• Reporting and analytics.
• The procedure for monitoring and evaluating the product.

A CRM system should include not only the functionality of working with sales, but also marketing tools, have operational and analytical capabilities.

Terms of Reference is an internal document that can contain an arbitrary number of sections and clarifications. The main thing is that it should be clear to all parties, reflect the main functions of the system and describe the ways of their implementation.

In our company, you can order a technical specification for the development of a CRM system, which will determine its purpose and requirements for functionality, elements, access rights, modules, etc.

Before starting the development, the manager conducts a conversation with the client, discusses the basic requirements for the system, clarifies the details and wishes of the customer for inclusion in the general document.

After that, specialists collect data about the project and the specifics of business processes, analyze the future product and make recommendations.

The manager maintains communication with the client, coordinates with him all the points of the technical assignment and, as necessary, makes changes to the document.

Development of technical specifications for CRM development takes place in several stages:

• Prototyping in the Moqups service

A prototype is a simplified version of a CRM system that has a ready-made design and functionality. Product visualization helps the client to get acquainted with the interface, evaluate its convenience, see the mechanics and algorithms of the systems.

If necessary, the customer can make changes already at the first stage of work, which greatly facilitates and simplifies the task of specialists. This step allows you to create a product mockup without unnecessary expense and unnecessary risk.

• Function checklist

After reviewing and approving the prototype, AVADA MEDIA specialists proceed to the next stage – drawing up a checklist of functions and transferring it to a summary table.

• Video explanation of the technical task

The video, which serves as a presentation of the project, allows you to quickly convey information about the project to the client and developers. We are recording a video containing a description of the system, its capabilities and operating principles.

• Description and automation of processes

Experts prescribe the entire business process in the form of transaction stages and form a sales funnel in CRM, on the basis of which automatic notifications, robots, etc. are set up. The following components are also taken into account:

• required fields of the deal;
• access rights;
• user data;
• the ability to integrate with services;
• templates;
• example of loading a customer base.

The CRM system must be configured exactly for the processes of a particular company. Our team studies in detail the key features of the project, therefore, when drawing up a technical task, it takes into account its specifics. If necessary, we develop the architecture of the product in UML, create a database structure with a description of classes, their attributes and functions, as well as methods and relationships between objects (for this, a UML class diagram illustrating the system is being prepared).

Our company has been present in the software market for over 9 years. AVADA MEDIA specialists develop and implement full-featured entry-level and advanced CRM systems that help automate business processes, build customer relationships, improve lead efficiency and increase sales.