1. CRM application
for
Auto servicing Industry
Submitted By :
Nidhi Bansal (09BM8028)
Vaibhav Shrimani (09BM8058)
Sushant (09BM8052)
Pritesh Gehlot (09BM8072)
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2. Overview
Introduction
This manual focuses on the operational aspects of the Customer Relationship Management
application to be used by the car servicing agencies. The document describes the various
facilities which can be provided to the customers like service
booking/cancellation/modification and to the agency personnel.
Structure of the Manual
The manual is structured in different sections addressing the different end users i.e. the car
servicing agency and their customers. The document has the screenshots to help the end users
access this application in an easier way.
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3. HOMEPAGE Section
The homepage gives following information-
• The customers will go to Service section to book/modify or cancel the appointments.
• The employees of car servicing agency can add the customer details using Customer
Data tab and access it to view customer’s details.
• You need to log in the Zoho application to avail the facility of sending emails to the
customer to confirm their bookings or to pass other information.
Note: We can add login functionality to make selected pages available to different
end users based on their roles.
SERVICE Section
This section is Only to be accessed by either the new or existing customers.
In this section following options are displayed on the left side of the page to the customers
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4. • Existing customers can book a slot for getting their car serviced
• New customers will have to add personal information along with booking a slot.
• Modification of service appointment and cancellation can be done using separate tabs.
• Customer service details can also be viewed.
New customers
By clicking the new customer section the users get the following page.
• A service Id will be allocated to every booking request submitted. The customers can use this
service id in future to modify or cancel their bookings.
• Personal data like Name, email id, Address, Contact number, Birth date should be filled.
• Vehicle registration number and its make (Vehicle make can be selected from the dropdown
menu) e.g. Prius, Camry, corolla or outlander. The Car servicing agency would be having the
facilities to service the cars of only these specified models.
• Any of the Service Requirement- servicing, car washing, engine problem and service problem
can be selected. If the customer wants to avail any other facility select the other option from
the drop down and a new box will appear as –
• A date for servicing and the slot can be selected. The available slots are –
9:00 am – 12 noon, 1:00 pm – 4:00 pm and 5:00 pm to 8:00 pm
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5. • Restriction:
• The user should take care that the birth date is entered in the correctly. If the year
chosen is the current year an error window ill appear as
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6. • The servicing date should be selected else the following error window might come
• If number of bookings for a particular slot on a day exceed 3 in number then a pop up
window will appear with the message
On submitting the form an appointment for servicing would be registered and the customer
will receive the following mail.
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7. Existing customer
Existing customers can book an appointment for servicing using this section.
• Service id an be used for future reference like modification or cancellation.
• A future date and time slot can be selected for booking.
• Restriction: If number of bookings for a particular slot on a day exceed 3 in number
then a pop up window will appear with the message
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8. • On submitting the form the user will receive the following mail.
Modifying service appointment
To modify the type of service the customer wants to avail or the date or time slot for servicing of
their vehicle.
• On entering the service id all the data pertaining to that id like – type of service, date and time
slot will be loaded in the form.
• Check the tick box – Modify the appointment to modify any of the fields to change booking
requirement.
• If a new service booking has to be added then reset the form and again submit the correct
details.
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9. Cancel Service Appointment
To cancel an appointment the customer has to enter the service id as shown below.
On submitting the service id following form will appear to confirm that the customer was referring to
this particular service appointment.
Click on confirm – cancel my booking and submit to cancel the booking.
Following mail will be received by the customer about cancellation of their booking.
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10. Service Details
The service details can be viewed from the following form
Customer Data Section
This section is Only to be accessed by the authorized employees of car servicing agency.
In this section following options are displayed on the left side of the page to the customers.
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11. Adding Customer Details
The authorized personnel of the car servicing agency can add customer details here.
• Personal information of the customer for e.g. Name, email-id, contact number, address and
birth date should be filled in the form.
• The birth date would be used by the agency to send Wishes on birthdays to their customers
and booking a bouquet with a florist.
• The agent can allocate a type for Customer from Regular or Premium. This can be used to
customize the service facilities accordingly.
Note: Customer type is used while sending birthday gift to customer.
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12. Edit Customer Details
Customer details can be modified using the following form
Birthday Wishes
A scheduler will keep a tab on the birthdays of the customers and will serve following 2 functions –
• Sending birthday wishes to the customer by e- mail from the agency.
• A mail will be sent to the florist with address of the customer, birth date and budget of
bouquet to be delivered (depending on type of customer –premium or regular). This mail will
be sent 3 days before the birthday of customer so that the bouquet is delivered on time.
• The scheduler will be defined using the following
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13. Note: The rights to access the functionality of scheduler have expired. So, the Zoho application
doesn’t provide that facility now.
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14. Contents
Overview................................................................................................................................................2
Introduction .....................................................................................................................................2
Structure of the Manual ....................................................................................................................2
HOMEPAGE Section...............................................................................................................................3
SERVICE Section.....................................................................................................................................3
New customers..................................................................................................................................4
Existing customer...............................................................................................................................7
Modifying service appointment.........................................................................................................8
Cancel Service Appointment..............................................................................................................9
Service Details .................................................................................................................................10
Customer Data Section........................................................................................................................10
Adding Customer Details.................................................................................................................11
Edit Customer Details......................................................................................................................12
Birthday Wishes...................................................................................................................................12
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