Elaboration of Requirements for CRM System Implementation in GASO Insurance Company

Current paper is dedicated to evaluation and analysis of functional requirements during implementation of Microsoft Dynamics CRM system (2011) in GASO insurance company. The paper contains Introduction as well as the main part, which is divided into three major chapters. The Introduction contains general information about CRM systems as well as the explanation of the work's relevance. The first chapter provides certain general descriptions of the implementation project as well as the reasoning for choosing a specific development approach. The second chapter describes To-Be processes, which are to be implemented in certain departments of GASO insurance company as well as functional requirements, evaluated from these processes. The third chapter provides an example of implementation of specific entity, based on the results from the second chapter. In the course of creating the current paper a number of steps have been conducted, starting with the evaluation of advantages and disadvantages of two major development approaches in order to choose the one most appropriate to current situation. Then, a few key client representatives have been interviewed and as a result of that interviewing a number of to-be process descriptions and models have been created. As a next step the resulting descriptions and models have been analyzed in order to evaluate functional requirements to the system. Finally, based on all the results of the second chapter, there has been created a technical description of one of the required system entities as an example of evaluating functional requirements into technical specification. The results of the current paper include the agreed-on descriptions of client company’s processes as well as functional requirements to the system and a part of technical specification (description of system entity “Request”).