Maurice's Customer Relationship Managment - CRM - Case Study
Maurices, a chain of more than 400 clothing stores in the U.S., contracted Saturn Systems to create a Customer Relationship Management (CRM) application for use by all stores in the chain. Maurices envisioned an application that could be used nationally by other retailers under the Maurices corporate umbrella, thus providing a company wide CRM standard. The application was required to be in trials within six weeks and fully deployed to all stores in ten weeks or under.
Through design meetings between Saturn and the client, a firm set of requirements was determined and documented by Saturn. The short time frame for the delivery of a critical application required a clear understanding of expectations from both parties. Saturn places strong emphasis on up-front design and communications to ensure the delivered product is what our customer expects.
Each distinct retail chain within the corporation required its own unique survey form containing questions designed by the chain's marketing staff. As a result, the administrative portion of the software provided for question and survey design on a per chain basis. Surveys could be designed, edited offline and deployed for store usage when needed. The end application allowed store staff to survey customers on an integrated browser at the cash register using an online survey form to ask questions and collect data.
The application was developed as a Microsoft .NET/Oracle Server Web application using Visual Basic. The Web architecture and object-oriented software design allowed for easy deployment, updates and maintenance on a centralized server. Stores are successfully using the application over Internet connections ranging from 56K dialup to full broadband connections. The application was deployed on time and has been running successfully using a single Web server and back-end database server.
