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MIV Consulting
MJ Logistics
Gaming
Company
Agape CRM
Marvin Fennimore
[Version 1.0]
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CONTENTS
A.
Introduction........................................................................................................................................................3
A1. Introduction and Purpose Statement.......................................................................................................................3
A2. Overview of the Problems........................................................................................................................................3
A3. Goals and Objectives................................................................................................................................................3
A4. Prerequisites.............................................................................................................................................................3
A5. Scope.........................................................................................................................................................................4
A6. Environment.............................................................................................................................................................5
OS and Browser Support............................................................................................................5
B.
Requirements.....................................................................................................................................................6
Business Requirements............................................................................................................................6
C.
Software Development Methodology................................................................................................................6
C1. Advantages and Disadvantages................................................................................................................................7
Advantages of the Agile Method.............................................................................................................7
Disadvantages of the Agile Method.........................................................................................................7
Advantages of WATERFALL.......................................................................................................................7
Disadvantages of WATERFALL..................................................................................................................7
C2. Best suited.................................................................................................................................................................8
D.
Representations of the software solution..........................................................................................................9
Representation 1 Before Agape:..............................................................................................................9
Representation 2 After Agape................................................................................................................10
Representation 3 Mock GUI of Leads and revenue page.......................................................................12
Representation 4 Continuous data analysis and replication pipeline:....................................................12
E.
Testing...............................................................................................................................................................13
Test Name 1..................................................................................................................................................................13
Test Name 2..................................................................................................................................................................15
Test Name 3..................................................................................................................................................................18
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A. INTRODUCTION
A1. INTRODUCTION AND PURPOSE STATEMENT
MIV Consulting is proposing our proprietary Agape CRM solution for MJ Logistics Gaming Company. A
Customer Relationship Management (CRM) System is designed to facilitate interactions and sales with
current and projected customers. IT allows for detailed analysis of data and high level business decision
making surrounding that data leading to better customer satisfaction, retention, and sales.
MJ Logistics Gaming Company has decided to replace their current ad-hoc, de-standardized method of
tracking customer information with a more homogenous solution to better allow for scalability and
stability and that provides ease of use to its users and customers alike.
The goals behind this CRM are to provide a system that consolidates all contact and business
information, reports the company’s activities and interactions with contacts, controls access to features
based on roles and permissions, manages activities and tracks sales, integrates with other systems to
allow for sharing of data, has robust security, and can be enhanced and scaled.
Our goal with this document is to provide a detailed discussion including design, methodology,
requirements and testing. The purpose of this document is to define requirements for a new CRM
Solution for MJ Logistics
A2. OVERVIEW OF THE PROBLEMS
MJ Logistics has grown a substantial amount over the last several years, and has outgrown its current
platform for managing aspects of CRM. Current issues include failure to efficiently manage client
contracts, perform sales tracking, maintain activity management, and reporting. The Agape CRM system
can meet each of these needs and more through its centralized, platform agnostic service model. This
provides a wholistic approach to CRM that will allow for ease of use and continued expansion and
scalability while removing the risk of continued impact to sales and repeat business due to lack of
customer satisfaction.
A3. GOALS AND OBJECTIVES
Here are the goals and objectives of the CRM solution.

Scalable, to accommodate 500 users using system concurrently.

Efficient, consolidates all contact and business information.

Robust. Manages activities and sales tracking.

Allow interactions and integrations between customers, vendors, and employees as well as a full
suite of reporting.

Meets performance standards.
A4. PREREQUISITES
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Number
Prerequisite
Description
Completion
Date
1
Collect Data
Collect current data from MJ Logistics to verify before and after
efficiency metrics.
August 1st,
2023
2
Determine
training
requirements
Determine how familiar current staff is with CRM, design training
outline for familiarization.
August 1st,
2023
3
Working
Azure Active
Directory
Framework
Required for managing cloud centralized role based authentication
August 1st,
2023
4
High Speed
Network link
As the current ad-hoc documents consist of several terabytes worth
of data currently stored on-premise backing that data up to Agape’s
cloud servers will require a high speed network link (1Gbps)
August 1st,
2023
A5. SCOPE
These Items are in scope:





Reporting
Sales Tracking
Activity Management
Order Management
Ticketing
Out Of Scope:



Selection of internet service provider.
Unplanned work or expenses.
Alternate “On-Premise” solution.
A6. ENVIRONMENT
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OS and Browser Support
Users platform:








latest Chrome and Chromium
latest Firefox
latest Microsoft Edge
latest Safari
mobile and tablet devices’ application support systems
latest iOS systems
latest Microsoft operating system
latest Android systems
Back End Infrastructure




RHEL Version 8 (Linux kernel 4.18)
Azure DEVOPS (platform for RHEL Server)
Azure Cosmos DB (Back end data storage)
SQL Server 2019 (Redundant)
SLA’s for cloud service.







Connectivity outages: Handled by your ISP, out of scope of this although we can provide several
recommendations. Azure backend guarantees 99.99% uptime for network related outages with service
credits available for failure to meet those SLA’s.
Upgrades: VM upgrades are an opt-in/opt-out model. As these are whole-server VMS you will not be
subject to upgrades that you do not want short of critical security upgrades which will be preceded by an
Azure representative reaching out . If you opt in Azure will schedule times with you for appropriate
downtime
Custom Development: Feature requests allowed as part of Agape support contract.
Ability to refuse upgrades: Customer retains right to refuse non-critical upgrades indefinitely.
Support: 24/7 application support and troubleshooting available through the Azure hotline
Maintenance: Scheduled platform maintenance subject to opt-in by customer. If customer has opted-in
any pending updates will be auto-updated opportunistically should a platform interruption outage occur.
Testing In Prod: Azure allows configuration changes to occur in “Canary” regions first prior to production
changes for testing for an extra fee. If the customer is not interested in this service Azure also offers VM
Snapshots, allowing for testing in production with a streamlined ability to revert any changes.
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B. REQUIREMENTS
These are the five requirements that we will be discussing below.





Reporting
Sales Tracking
Activity Management – Visits and Meetings
Order Management
Ticketing System
BUSINESS REQUIREMENTS
Reporting – Agape should be capable of delivering both predefined and custom reports on all data
within the system. The Agape CRM provides extensive reporting capabilities, with an easy and
intuitive user interface allowing for filtering, formatting, querying, and exporting of any data. One of
the biggest benefits from our customers is in the reporting of value metrics by customers with an
easy pipeline to PowerBI and other data visualization products, as well as our proprietary in-product
solution.
Sales Tracking – Agape should be capable of verbose tracking of all sales associated with customers
or upstream vendors. Our CRM uses a special cloud based SAP back-end allowing high amounts of
data transactions to occur in seconds, leading to instantaneous sales data at the customers
fingertips. One of the biggest values this provides to customers is the ability to determine amount
of effort spent on customers vs. the amount of profit generated.
Activity management – Agape should be a central point for holding data on visits and meetings.
Agape CRM allows for full calendar tracking of all meetings as well as subsections for indicating
types of meetings, outcomes, and reminders for follow-ups. Specifically, this is used by current
customers to ensure meeting notes are carried forward and all relevant parties are kept informed
about current status of meeting objectives.
Order Management - Agape should be able to generate a tracked quote, turn that quote into an
order and allow for the full completion of the sale. Agape allows for all the aforementioned,
including our proprietary ticket generation system, allowing for linking of satellite warehouses to
ensure timelines are kept to schedule. Currently this is being used for to enhance the precision of
our customers logistics chain.
Ticketing System - Agape should have a ticketing system that allows entry and tracking of every
communication and inquiry for contracts. As was mentioned under Order Management Agape has
this ability, with an extensive set of functionalities allowing logistics. Our current customers use this
to scale quickly, with orders being filled in accordance to any SLA’s set by the customer.
C. SOFTWARE DEVELOPMENT METHODOLOGY
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C1. ADVANTAGES AND DISADVANTAGES
ADVANTAGES OF THE AGILE METHOD
Flexibility and Adaptability: One of the key advantages of the Agile methodology is its ability to
adapt and respond to changes effectively. This will allow the current growth of MJ Logistics to
adapt Agape to its needs, rather than the other way around.
Faster Time-to-Market: Agile methodologies are designed to deliver working software in shorter
iterations, typically ranging from a few weeks to a couple of months. Due to the already inefficient
back-end of MJ Consulting this will allow a quicker return to performance expected by its
customers.
Increased Stakeholder Collaboration and Transparency: Agile methodologies emphasize regular
collaboration and communication between development teams and stakeholders. This means that
our partners at MJ Logistics will be involved every step of the integration process.
DISADVANTAGES OF THE AGILE METHOD
Uncertainty in Project Scope and Requirements: Agile methodologies prioritize adaptability and
welcome changes in requirements, which can sometimes lead to uncertainty in project scope.
Lack of Predictability in Delivery: Agile projects typically work in short iterations or sprints, focusing
on delivering small increments of the product at regular intervals. While this approach promotes
flexibility, it can also make it challenging to provide accurate predictions or commitments regarding
project timelines and deliverables.
Dependency on Continuous Collaboration and Availability: Agile methodologies heavily rely on
close collaboration between team members, stakeholders, and customers throughout the project.
This collaborative approach ensures shared understanding, quick feedback loops, and efficient
decision-making. However, it can also become a disadvantage if team members or stakeholders are
not readily available or lack effective communication channels.
ADVANTAGES OF WATERFALL
Clear and Well-Defined Project Scope: The Waterfall methodology is characterized by its sequential
and linear approach to project management. Due to the high degree of flexibility and growth
required for MJ Logistics, we don’t feel this would be the most appropriate method.
Predictability and Control: Waterfall methodology follows a strict and sequential flow, where each
phase is completed before moving on to the next.
Well-Suited for Stable Requirements: The Waterfall methodology works well when the project
requirements are stable and unlikely to change significantly during the development process.
DISADVANTAGES OF WATERFALL
Limited Flexibility and Adaptability: The Waterfall methodology is known for its rigid and
sequential nature, which can limit flexibility and adaptability.
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Late Feedback and Stakeholder Involvement: In the Waterfall methodology, customer and
stakeholder involvement is typically limited to the initial requirements gathering phase and the
final product delivery phase.
High Risk of Requirement Misalignment: Waterfall projects rely heavily on upfront requirements
gathering and documentation. However, it is common for requirements to evolve or change as the
project progresses.
C2. BEST SUITED
The Agile methodology is particularly well-suited for the implementation of the Agape Customer
Relationship Management (CRM) system for MJ Logistics due to the following reasons:

Customer-Centric Approach: Agile methodologies prioritize understanding and addressing the needs of
customers. Implementing Agape involves designing and configuring the system to support effective
customer management, streamline workflows, and enhance customer interactions. By adopting Agile, the
implementation team can engage closely with end-users, departmental stakeholders at MJ Logistics, and
management to gather insights on specific requirements, pain points, and desired functionalities. This
customer-centric approach ensures that Agape aligns with the unique needs and goals of the organization,
leading to higher and quicker user adoption and satisfaction.

Iterative and Incremental Deployment: Agile methodologies emphasize iterative and incremental
deployment, allowing MJ Logistics to see value from the Agape early on. Instead of waiting for the entire
system to be fully implemented, Agile enables the deployment of core Agape functionalities in smaller,
prioritized increments. For example, functionalities like contact management, lead tracking, or customer
segmentation can be implemented in the initial phases. This iterative approach enables users to start
utilizing Agape sooner, providing feedback and insights that inform subsequent iterations and
enhancements. It also minimizes the risks associated with a "big bang" implementation by addressing
challenges and adapting the system based on real-world usage and feedback.

Flexibility and Adaptability: Agape implementations by nature involve evolving business needs, changing
customer expectations, and dynamic market conditions. Agile methodologies excel in adapting to change
and accommodating evolving requirements. Throughout the implementation process, Agile allows for
frequent reviews and adjustments, ensuring that Agape’s implementation remains aligned with the
organization's changing needs. As new insights emerge, user feedback is received, or business priorities
shift, the Agile approach enables the implementation team to adjust project scope, incorporate new
features, or modify existing functionalities. This adaptability ensures that Agape remains relevant,
responsive, and aligned with the organization's evolving customer management strategies.
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Moreover, Agile methodologies promote collaboration, transparency, and cross-functional teamwork,
which are crucial for successful Agape system implementation. By involving stakeholders from different
departments, facilitating effective communication, and providing visibility into the implementation
progress, Agile fosters a collaborative environment that enhances organizational buy-in, knowledge
sharing, and continuous improvement.
In summary, the customer-centric approach, iterative deployment, flexibility, and collaboration inherent
in Agile methodologies make them an ideal choice for the implementation of the Agape CRM system.
Adopting Agile principles and practices can lead to a more successful and tailored CRM implementation
that meets the organization's unique customer management needs.
D. REPRESENTATIONS OF THE SOFTWARE SOLUTION
The following represents a before and after workflow from a user perspective related to Agape including
challenges and delays beforehand and how they are solved via the Agape CRM.
REPRESENTATION 1 BEFORE AGAPE:
The below is a representative of workflows before Agape including general pitfalls. Essentially in a
traditional customer management cycle the client would start at the top of the chart and move to
the bottom, with each branch representing a possibility of losing revenue, customer trust, or both.
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REPRESENTATION 2 AFTER AGAPE
The below flowchart is general workflow after Agape Implementation. Due to the streamlined,
wholistic approach of Agape software all of the aforementioned pitfalls become non-existent and
work remains efficient and scalable.
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REPRESENTATION 3 MOCK GUI OF LEADS AND REVENUE PAGE
The below represents the main GUI page for leads and revenue tracking for Agape. The current new
and tracked leads are at the top, broken out by status, contact information and owner in an easy,
intuitive, point and click interface.
REPRESENTATION 4 CONTINUOUS DATA ANALYSIS AND REPLICATION PIPELINE:
The below diagram indicates a lower level logical view of the continuous data replication pipeline.
The user interface for Agape at the top right is used to input data which is stored in a data lake in
Azure. That data is then used by the Agape backend where its normalized and used to generate high
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level data visualization dashboards available at the Agape webapp at the bottom. All of this data is
also available at the client level and is piped back out to the mobile Agape user interface.
E. TESTING
TEST NAME 1
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Requirement to be tested: Ticketing Test – Agape
Software
Objective: The objective of this test is to evaluate the ticketing capabilities of the Agape software and
determine if it meets the required criteria for effective issue tracking and resolution.
Preconditions: The criteria that must be met for testing to commence.
Agape Software Setup: The Agape software should be properly installed, configured, and accessible in
the test environment.
User Accounts: User accounts with appropriate access permissions should be set up in Agape for
conducting the test. These accounts should have the necessary privileges to create, manage, and
resolve tickets.
Test Data: Prepare a set of test data, including sample tickets with various priorities and statuses, to
simulate realistic scenarios for the ticketing test in Agape.
System Stability: Agape software should be stable and functional, without any known issues or critical
bugs that may impact the test results.
Clear Test Scenarios and Pass Criteria: Define clear test scenarios and pass criteria, as mentioned
above, ensuring that the expected outcomes are well-documented for each test case.
Training or Familiarization: Ensure that testers have a sufficient understanding of the Agape software,
its ticketing features, and the ticketing process being tested. Provide training or familiarization sessions
if necessary to prepare testers adequately.
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Steps: The steps the tester must execute to test the feature.
Ticket Creation and Management:
1.
2.
3.
4.
Create a new ticket with relevant information, such as subject, description, and priority, in Agape.
Verify if the created ticket is assigned a unique identifier and is accessible from the ticket list in Agape.
Update the ticket status to "In Progress" and assign it to a specific user or team in Agape.
Verify that the ticket details, including status and assignment, are accurately reflected in Agape.
Ticket Collaboration and Communication:
5.
6.
7.
Add comments or notes to an existing ticket in Agape to provide updates or additional information.
Verify if the comments are timestamped, associated with the respective ticket, and visible to authorized
users.
Test the communication features, such as email notifications or in-app notifications, to ensure that users
receive timely updates regarding ticket changes in Agape.
Ticket Resolution and Closure:
8. Resolve a ticket in Agape by providing a solution or completing the necessary actions.
9. Verify that the ticket resolution is properly recorded, and the status is updated to "Resolved" in Agape.
10. Close the resolved ticket in Agape, ensuring that it is no longer visible in the active ticket list.
Expected results:
Ticket Creation and Management:


The created ticket receives a unique identifier and is accessible from the ticket list in Agape.
The ticket status change and assignment are accurately reflected in Agape.
Ticket Collaboration and Communication:


Comments or notes added to a ticket are associated with the respective ticket, timestamped, and visible
to authorized users.
Users receive timely notifications regarding ticket updates through Agape's communication features.
Ticket Resolution and Closure:


Resolving a ticket records the resolution and updates the ticket status to "Resolved" in Agape.
Closing a resolved ticket removes it from the active ticket list in Agape.
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Pass: All expected results verified
TEST NAME 2
Requirement to be tested: Activity Management –
Agape Software
Objective: The objective of this test is to evaluate the activity management capabilities of the Agape
software and determine if it meets the required criteria for effective task and activity tracking.
Preconditions: The criteria that must be met for testing to commence.
Agape Software Setup: The Agape software should be properly installed, configured, and accessible in
the test environment.
User Accounts: User accounts with appropriate access permissions should be set up in Agape for
conducting the test. These accounts should have the necessary privileges to create, manage, and track
activities.
Test Data: Prepare a set of test data, including sample activities with various statuses and progress
levels, to simulate realistic scenarios for the activity management test in Agape.
System Stability: Agape software should be stable and functional, without any known issues or critical
bugs that may impact the test results.
Clear Test Scenarios and Pass Criteria: Define clear test scenarios and pass criteria, as mentioned
above, ensuring that the expected outcomes are well-documented for each test case.
Training or Familiarization: Ensure that testers have a sufficient understanding of the Agape software,
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its activity management features, and the activity tracking process.
Steps: The steps the tester must execute to test the feature.
Activity Creation and Assignment:
1.
2.
3.
4.
Create a new activity with relevant information, such as title, description, and due date, in Agape.
Verify if the created activity is assigned a unique identifier and is visible in the activity list in Agape.
Assign the activity to a specific user or team in Agape.
Verify that the assigned activity is accurately reflected in Agape and associated with the assigned user or
team.
Activity Progress Tracking:
5.
6.
7.
8.
Update the status of an ongoing activity to "In Progress" in Agape.
Verify that the activity status change is accurately reflected in Agape.
Update the progress or completion percentage of the activity in Agape.
Verify that the progress updates are recorded and displayed correctly in Agape.
Activity Collaboration and Communication:
9. Add comments or notes to an existing activity in Agape to provide updates or additional information.
10. Verify if the comments are timestamped, associated with the respective activity, and visible to authorized
users.
11. Test the communication features, such as email notifications or in-app notifications, to ensure that users
receive timely updates regarding activity changes in Agape.
Activity Completion and Closure:
12. Complete an activity in Agape, marking it as finished or resolved.
13. Verify that the activity completion is accurately recorded and the status is updated to "Completed" or
"Resolved" in Agape.
14. Close the completed activity in Agape, ensuring that it is no longer visible in the active activity list.
Expected results:
Activity Creation and Assignment:


The created activity receives a unique identifier and is visible in the activity list in Agape.
The assigned activity is accurately reflected in Agape and associated with the assigned user or team.
Activity Progress Tracking:


The activity status change is accurately reflected in Agape.
Progress updates or completion percentage changes are recorded and displayed correctly in Agape.
Activity Collaboration and Communication:


Comments or notes added to an activity are associated with the respective activity, timestamped, and
visible to authorized users.
Users receive timely notifications regarding activity updates through Agape's communication features.
Activity Completion and Closure:
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

Design Template
Completing an activity records the completion and updates the status to "Completed" or "Resolved" in
Agape.
Closing a completed activity removes it from the active activity list in Agape.
Pass: All expected results verified
TEST NAME 3
Requirement to be tested: Sales Tracking Test - Agape
Software
Objective: The objective of this test is to evaluate the sales tracking capabilities of the Agape software
and determine if it meets the required criteria for effective sales management.
Preconditions: The criteria that must be met for testing to commence.
Agape Software Setup: The Agape software should be properly installed, configured, and accessible to
the test environment.
User Accounts: User accounts with appropriate access permissions should be set up in the Agape
software for conducting the test. These accounts should have the necessary privileges to perform sales
tracking activities, such as creating leads, managing opportunities, and generating reports in Agape.
Test Data: A set of test data should be prepared to simulate realistic scenarios for the sales tracking
test in Agape. This may include sample leads, opportunities, sales stages, and relevant information for
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testing the functionality of Agape accurately.
System Stability: The Agape software should be stable and functional, without any known issues or
critical bugs that may impact the test results.
Clear Test Scenarios and Pass Criteria: The test scenarios and pass criteria should be defined clearly,
ensuring that the expected outcomes are well-documented for each test case in Agape.
Training or Familiarization: Testers should have a sufficient understanding of the Agape software, its
features, and the sales tracking functionality being tested. If necessary, training or familiarization
sessions should be conducted to ensure testers are adequately prepared for testing Agape.
Steps: The steps the tester must execute to test the feature.
Data Entry and Accessibility:



Create a new sales lead with relevant information, such as name, contact details, and source.
Verify if the created lead is accessible and searchable from the sales lead list in Agape.
Update the status of the lead to "Contacted" and ensure the change is reflected in real-time in Agape.
Opportunity Management:




Create a new sales opportunity associated with a specific lead in Agape.
Add relevant details to the opportunity, including expected close date, deal value, and probability.
Verify if the opportunity is linked to the corresponding lead and accessible from the sales opportunity
list in Agape.
Update the stage of the opportunity in Agape and ensure the change is accurately reflected in the
system.
Sales Pipeline Tracking:



Generate a report or dashboard in Agape displaying the sales pipeline.
Ensure the report shows the number of opportunities in each stage, their respective deal values, and
probabilities.
Verify that the pipeline report in Agape allows filtering and sorting options based on different criteria,
such as date, salesperson, or product.
Confirm that the pipeline report in Agape provides a clear overview of the sales progression and helps
identify potential bottlenecks.
Sales Forecasting:




Utilize the Agape software to forecast sales for a specific period (e.g., monthly, quarterly).
Enter expected deal closures and associated revenue amounts for the forecasted period in Agape.
Validate if Agape accurately aggregates and displays the total forecasted revenue.
Update the forecast in Agape by adjusting deal closure probabilities and ensure the changes reflect in
the forecasted revenue.
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Expected results:
Data Entry and Accessibility:


The created lead is visible and searchable in the sales lead list in Agape.
The lead's status change is instantly reflected in Agape.
Opportunity Management:



The created opportunity is linked to the respective lead in Agape.
The opportunity is accessible from the sales opportunity list in Agape.
The opportunity stage change is accurately reflected in Agape.
Sales Pipeline Tracking:



The pipeline report in Agape accurately displays the number of opportunities in each stage, deal values,
and probabilities.
The pipeline report in Agape allows filtering and sorting options.
The pipeline report in Agape provides a clear and informative view of the sales progression.
Sales Forecasting:


Agape software aggregates and displays the total forecasted revenue accurately.
Adjusting deal closure probabilities in Agape appropriately affects the forecasted revenue.
Pass: All expected results verified
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