Use Case of CRM at Minitrex

Posted by Winnie Melda on October 25th, 2018

 Use case:

·         <Capturing Information about People>


·         CRMM<123>


·         <CRM Core can capture important data and information about people entered in the website of Minitrex Company. The CRM Core will then store the information about the customers in a practical form that can easily be managed over a period of time. The information will then be used to create a “Contact Us” form where the details of the submission will be stored. The contact information will then be identified when it matches records already in the database. The contact will then be updated accordingly instead of having to create new records (Levy, 2014)>


·         <High Level Summary>

Primary Actor

·         <Customers>

Supporting Actors

·         <CRM System Manager>

·         <Sales Department Staff>

·         <Marketing Department Staff>

·         <Customer Welfare Manager>

·         <Executive Manager>


Stakeholders and Interests

·         <Customer Welfare Manager – Has an interest in ensuring that the most frequent and faithful customers to Minitrex are rewarded accordingly>

·         <Chief Executive Officer (CEO) – Has interest in ensuring the company’s customers are treated in the best way possible>

·         <Marketing Manager – He has interest in ensuring that he identifies marketing strategy for each of customer according to their spending habit>

·         <Sales Manager – He has interest in coming up with ways of promoting sales to different customers at the company>

·         <CRM Developer – He has interest in knowing what to include and what should not be included while developing the system>

·          <Database Administrator – Has interest in knowing the size of the data that needs to be accommodated inside the database servers and therefore act accordingly>


·         <Customers must access the company’s website>

·         <CRM System Manager must have logged into the system first before accessing customers’ data and information>

·         <Customers must have registered first before their details are captured>

·         <Customers must have known about CRM system at the company before they are made to register and leave their details>




Post Conditions

(i)                 Success End Conditions

·         <The CRM System Manager is logged in successfully, and he is granted rights and privileges to view customer details>

·         <Customer access the company’s website and he is directed into a CRM portal where to do the registrations>

·         <Customers identify themselves as to whether they have visited the company before or whether this is their second time and a registration form appears accordingly>

·         <A customer identifies themselves as customer and they are registered, and they are given a special identification>

·         <Sales Managers login and identify themselves where they access data and information related to sales only>

·         <Marketing Manager login and identify himself where they access information related to marketing only>

(ii)               Failure End Condition

·         <CRM System Manager fails to identify himself, and he is denied rights to access customers’ data and information from the system>

·         <Customer fails to access the website and fails to be directed to the CRM portal>

·         <Customers fail to identify their frequency of visit to the company and they are registered as general customers>

·         <Customers fail to identify themselves, and they are denied registration and being given identification>

·         <Sales and Marketing managers fail to identify themselves, and they access general information about the customers>

(iii)             Minimal Guarantee

·         <Customers are requested not to give their confidential information such as credit card numbers under any circumstance>

·         <Customers are logged out immediately after registration>

·         <Those who do not have rights to the system can only access general information about the customer>

·         <Special identification is generated only after meeting some conditions>


·         <Customers access the company’s website where they are led to a special portal for registration of their details>

Main Success Scenarios

·         <The customers visit the company’s website, and they are led to a CRM portal where they identify themselves as customers>

·         <The customers are prompted to state their special identification number where they are given a different form which is a continuation of the previous one>

·         <In case the customers are visiting the website for the first time, they are asked to register and immediately given a special identification>

·         <The new customer is given login details to be used when they visit the company as customers to the company>

·         <The customer state their main reason why they have visited the company>

·         <The customer register successfully and their records are left with the company>

·         <Customer is logged out from the system but remains on the company’s website>


·         <If the customer would not like to leave their details with the company he will be asked to visit the offices in person>

·         <If a customer has reached a certain number of visits to the company as a customer they will be called to pick their awards>

·         <If a customer has any complaints he will be asked to see the Customer Welfare Manager>


·         <Instead of the customers registering online through the system, they may visit the company’s offices to have their details taken>

·         <The customers may leave their complaints on the website instead of having to visit the company’s offices>


·         <This use case will be executed whenever a customer visits the website and would like to details their details with the company>


·         <The customers understand The English language>

·         <Customers are interested in having their details taken and stay with the company>

·         <The customer are aware of the reward system for the most loyal customers>

·         <Customers visiting the website know how to read and write in English>

·         <Customers are computer literate>

·         <The company’s database servers are large enough to accommodate all details>

Special Requirements

(i)                 Performance

·         <The registration form will disappear within 30 seconds after the customer will not have started registering>

·         <The registration form will have special fields which should not be left empty>

(ii)               User Interface

·         <The form shall display instructions in English language only>

·         <The form shall have special and different fields for first and frequent customers for differentiation>

·         <The registration form will have all the fields to accommodate all types of customers>

·         <The CRM portal on the website will be visible to everyone who visits the website>

(iii)             Security

·         <The system shall display the letters of the special login identification in a masked format as the customer enters them>

·         <The system will allow the customers to delete the details if the customer does not want to leave the details with the company>

·         <The CRM system shall not prompt the customers to leave their most sensitive details such as credit card numbers with the company>


·         <The customer shall not have rights to change the special login identification as generated by the system>


Levy, D. (2014, October 14). Use Case Examples: Effective Samples and Tips. Retrieved April    24, 2016, from Gather Space:

Sherry Roberts is the author of this paper. A senior editor at MeldaResearch.Com in research paper company if you need a similar paper you can place your order for pre written essays.

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Winnie Melda

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Winnie Melda
Joined: December 7th, 2017
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