Use case diagram for CRM system

About this use case diagram for the CRM system

This use case diagram shows the various functional aspects of a customer relationship management (CRM) system. It also shows the user types: customers, salespersons, and admins. It shows how they use the system features in the diagram.

The customer role allows operations like managing customer data and viewing their history. Customers can enter and view their history in the system. These capabilities are vital. They ensure customers own their data. The CRM system records all relevant data and interactions about the customer.

A lot of communications are also defined concerning the salesperson role, which is one of the critical roles in the CRM. The sales team can 'assign sale tasks.' It allows splitting the work among team members or within the work assigned to one member. Another important feature is the for sending email campaigns. It lets salespeople promote an offer to customers or leads.

The diagram shows a function related to managing leads. It means that, in some cases, email campaigns may be managed with the leads. This is because email campaigns are key to converting leads into sales.

Sales reps can also track ongoing sales efforts. This particular function is also concerned with the preparation of various reports. The 'include' relationship between the two functions shows this. These are tracking sales and implementing and preparing reports. Reports help decision-making by analyzing key sales, customer, and marketing metrics.

The admin role will handle two tasks: managing leads and user permissions. Managing leads is a key feature for coordinating with potential customers.

Manage user permission is aimed at the safeguarding of sensitive information, by allowing only certain personnel to specific levels of information within the system, the admin can add or restrict user permissions. The admin can assign roles. This gives some users more control or restricts their access.

We can conclude, from the above analysis, that the use case diagram for a CRM database depicts the system and its users. The diagram shows the CRM's purpose: to serve outside stakeholders, the customers, first. Then, it serves the sales and admin staff and its internal customers. It does this by tracking sales and enabling collaboration, or workflow management.