CRM Yazılımı (EMPTOR)
CRM (Customer Relations Management Software) EMPTOR
For Emptor, a definition-based database application software substructure developed by using Microsoft technologies, which is working in web scanner environment, is created. Over this application substructure, Emptor application is developed by using the accumulated CRM knowledge obtained through the consultancy service purchased from Ernst & Young. By this way, the program has become a highly flexible and easily adaptable product which does not require programming for addition of new data types and tables.
For most of the applications in Emptor, XML is used. The architecture of the application uses the following components:
CRM Software (EMPTOR)
1. Meta-Data: This is a file where all tables in Emptor, their areas and relations between them are defined. The file also contains data about the types of areas, whether they are compulsory or not, explanations, names displayed and whether they are key or not. All data base procedures in Emptor are made through “record” XML structures using these definitions.
2. Screen Definitions: Screen definitions are XML-based, and all screens in Emptor have been defined as a definition file. These definitions transfer references into meta-data and ensure connection between screen areas and database areas. Furthermore, these definitions describe user interfaces, screen image details and screen behaviours. Data entering and updating screens make the screen displayed by using these definitions. Therefore, all data entries are standard and consistent. Furthermore, special "Javascript” codes and definitions that create special visual difference can be used. Thus, this applies when visual concerns and practicality become more important than standards. Thanks to the fact that Emptor is web-based, screen and report definitions applying in PDAs with internet and mobile phone connection can be made even in the environments other than web browser.
3. Pipeline definitions: Meta-data and screen definitions show the stages to which a record is subjected to for registration and cancellation procedures. These may be regular registration and control procedures as in many CRM objects or such behaviours and work flows in tables as special to registration procedure.
4. Reports, Lists and Graphics: Reports and lists are XML-based like screen definitions. These definitions are also based on meta-data definitions and provide reference for them. In a report definition, such report criteria as user will be asked before receiving the report and such information as will be used in this report are described. The report program shows criteria screen for the user by using this definition. Furthermore, user has option to display only such areas as user desires among the areas available in the report. Thus, user can get simpler reports appropriate to his goal. Similarly, graphics are also defined as a report.
Generally, the above-mentioned components constitute the framework of the system. Furthermore, there are the following general functions in addition to the system;
1. Off-line use: Because the Emptor system aims the automation of a sales force, and the working definitions of sellers include the activities of sellers outside the office such as customer visits and travels, the system is designed so as to take the requirement of off-line operation into consideration. MSDE (Microsoft Database Engine) and Emptor off-line programs are installed into computer of any person who will work off-line. Thus, before this person leaves the office, he operates a "synchronization" program, and installs relevant information into his computer. Then, he can monitor them, and carry out changes upon this information, delete some information, or add new records to the existent information. Then, when this person goes back to the office (or reaches the data through remote access), he can transfer the changes to the main system through synchronization system and receive changes in the main system.
2. Outlook Integration: In order to transfer the activities in Emptor into a person’s calendar MS in Outlook program, a synchronization interface is set up.
3. Smart-Tag: Smart-Tag technologies provided with Microsoft Office XP are also used by Emptor. When a customer’s name in Emptor is recorded into the Office program (Word, Excel etc), Smart-Tag activates and data about that customer and open opportunities related to the customer are displayed. If requested, this Smart-Tag application can be customised for our customers.
4. Palm Integration: Emptor contains a Palm module for sellers working with Palm instead of notebook. In this Palm module, sellers can reach information about their customers and enter any activity into it. This program uses the technical substructure of Sattelite Forms. It does not need any internet connection because it uses its own data base.
5. CTI Integration: CTI integration of Emptor is also introduced for using in call centre applications. This application was used in the CosmoCom call centre application. By means of this application, call centre systems and integration substructures are prepared, and a structure that will allow Emptor to operate with other systems is created. Emptor needs one database server and one or more application server(s). The database is the Microsoft SQL Server 2000 software, which operates through Windows 2000. Application server also uses IIS 5.0 and ASP technologies which operate through Windows 2000 operating system and that are provided by the operating system. The program consists of ASP pages and Com objects. The Com objects can be called from Emptor or any Windows program by using the object model.
Application and Structure of Database
As a system based on XML definitions, Emptor has a natural documentation due to this structure. These XML definitions called Meta-Data also include all table definitions, type of data and their “foreign-key” relationships in the database of the program. It is also used as documentation through an XML file. Because of this structure, Emptor program can be adapted easily to new fields, new tables and work flows in accordance with new developing business requirements.
XML (Extensible Markup Language) Interface
As determined above, XML structures, including but not limited to “record” structure, where database is updated, are used in many components of the Emptor system. Objects recorded in the data base are transformed into the XML “record” format of the data entered from screen, and all operations are performed through such format. Because this “record” object is reached through a program from outside, not from screen, and transmitted to necessary Com objects, the XML integration can be achieved so easily. The fact that this XML format is used in a standardised and consistent way in throughout Emptor renders an additional utility.
Data Transfer
Data transfers and migration actions necessary for operation of Emptor are carried out by the Probil team. During this operation, the most appropriate data formats are decided jointly. Then, Customer Services team will be responsible for preparing data in this format and Probil team for transmitting this data correctly into Emptor database. In the process of data transfer, simulated test transfer, tests, and finally real data transfer will be performed. During the test transfer, transfer procedure will be determined, and if any fault, which was found at the end of tests and corrected, requires any revision in the procedure, the document shall be revised. This document describing the data transfer procedure shall be delivered to our customer after the real transfer.
Version Changes
Due to the fact that Emptor is a web-based application, neither users have to make any procedure related to the version changes nor the system has to make any automatic version transfer to “client” computers of the system. This is one of the biggest benefits of the web-based applications. Besides, Emptor can also operate off-line. To this end, Emptor program is installed in “client” computers (notebooks). Version changes after the first installation shall be performed as a “revision package”. If the user sees the main data base in the first logging in, he will compare the current version operating in the main system with his system and install the revision package into its computer. The program shall activate after such change. As Emptor is a CRM product, it will be improved by Probil all the time in order to contain better functionalities over time. It may be necessary to install the versions that will impart such developments. In order to avoid any damage to Customer adaptation during such installation and any damage to the areas added for Customer adaptation when new areas and tables are added, whether the areas are originated from Emptor base system or created in application and also the base version to which that field belongs are recorded in the meta-data and screen definitions. By this way, the versions do not suppress the existing system, and changes caused by a version can be reported easily. Customer can exclude any new fields or tables that he desires. The version management mechanism in Emptor is one of the most important features that indicate the vision of Emptor as one of the worldwide recognised packets.
Backup and "Recovery"
Emptor uses Microsoft SQL Server as database. SQL Server database features online backup function. By this way, the system is backed up during operation. Further, "differential" backup is possible in the system. In other words, after a normal backup procedure, transaction log files are backed up during the day, the system is tired in the minimum level and a backup system targeting minimum data loss is created. Customer may create a “standby” database when he desires. This can be performed by using the safety substructure provided by Windows 2000 and SQL Server 2000.
ASP, XML files and Emptor DLL must be installed on the application server. These files can be backed up in version changes. In case of any problem, reinstallation can be achieved very fast. An “Installation and Backup Documentation” containing information about how an Emptor system can be installed from the beginning, settings needed in the operating system and procedures to be performed will be delivered along with the project. Further, there is an area in the application server in which files attached to the records in Emptor are maintained. This area should be backed up through operating system.
High Accessibility / Cluster
As Microsoft Net servers, Windows 2000 and SQL Server 2000 software systems support "cluster" structures. Server configuration in the tender is not in “cluster” structure, and, if required, this structure can be used by introducing a new server. Furthermore, thanks to the application servers to be used in the structure of load balancing, in case of deactivation of any application, other servers will keep on serving.
Performance
Microsoft SQL Server 2000 database that Emptor uses as database is one of leading database systems recognised worldwide. This database has very powerful features in regard of reliability, measurability and speed. As server is connected to computers, it can ser ve ten thousands users at the same time. Furthermore, database at terabyte level can be maintained in live environments in Microsoft SQL Server.
Similarly, the substructure of application server and web server in which the database runs is IIS, which is one of the most frequently used software systems in the world. Emptor holds data in a volume of 100K on user base. This means that 1000 users logged in the application server at the same time will need approximately 1 GB memory. Microsoft SQL Server 2000 and Windows 2000 benchmark database is available at www.microsoft.com web site. Further information may be provided upon request.
