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Desenvolvimento aplicacional CRM em Modelo Cloud
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O presente relatório descreve o trabalho realizado no Projeto de Engenharia Informática na empresa Unipartner IT Services, que decorreu desde novembro de 2016. Este trabalho está inserido no âmbito do projeto “Desenvolvimento Aplicacional sobre Modelos Cloud”. Uma solução CRM tem como principais objetivos melhorar as relações entre as empresas e os seus clientes, conquistar a fidelidade dos seus clientes (maximizando as suas relações a longo prazo) e aumentar a rentabilidade – aumentando a taxa de retorno do investimento (ROI), assegurando a competitividade da empresa no mercado. O projeto dividiu-se em duas fases: uma primeira fase de aprendizagem sobre os conceitos necessários para a elaboração do projeto, de integração necessária na equipa e de familiarização com as ferramentas a serem utilizadas; a segunda fase correspondeu ao desenvolvimento e implementação do projeto. Neste relatório, ambas as fases serão detalhadas. O projeto consiste na migração de uma solução de CRM (Customer Relationship Management) que visa fornecer ao cliente todas as funcionalidades e informação que ele já possuía na solução anterior, com melhorias a nível de desempenho de alguns dos processos e funcionalidades. A solução final desta migração foi construída sobre a versão online do software Microsoft Dynamics 365 (a tecnologia central de todo o projeto), mas que integra com diferentes tipos de outras tecnologias, tais como Power BI e Microsoft Azure. Este projeto surge porque o cliente detetou problemas a nível do tamanho e crescimento da base de dados e do desempenho da sua solução CRM. Estes problemas afetam o serviço prestado pelo cliente aos seus próprios clientes, o que levou à necessidade de reestruturar a arquitetura da presente solução, de forma a colmatar os problemas detetados. Com a conclusão do projeto, o cliente beneficiou de uma grande melhoria no desempenho do sistema graças à nova forma de armazenamento dos dados: na cloud. Praticamente todos os tipos de dados deixaram de estar alocados nos seus servidores On-Premise para passarem a estar num repositório Azure. Este fator aliado a uma reformulação das interfaces (tornando-as mais “limpas” e user-friendly), a novas maneiras de enviar comunicações aos clientes e de um novo sistema de suporte ao cliente, fizeram com que o projeto final cumprisse com os objetivos inicialmente delineados pela equipa. A nível pessoal, o projeto permitiu adquirir conhecimentos técnicos sobre uma tecnologia nova, mas também permitiu adquirir competências sociais: comunicação com o cliente, trabalho de equipa, gestão de tarefas e de tempo e compreensão do mundo empresarial.
This report describes the work developed in an Informatic Engineering Project in the company Unipartner IT Services, which ran since November 2016. This work falls within the scope of the project "Application Development on Cloud Models". A CRM solution has as main objectives to improve the relationship between the companies and their clients, conquer their fidelity (maximizing their relationships along the years) and to improve their profitability - improving their return of investment (ROI), ensuring the market’s competitiveness. The project had two phases: one first phase of learning about the required concepts to elaborate the project and familiarization with the tools and technologies that will be used; the second phase corresponded to the development of the project itself. Both phases will be detailed in this thesis. The project consists on the migration of a CRM (Customer Relationship Management) solution with the goal to provide to the client all the functionalities and information that they already possessed. The final solution of the migration was built under an online version of the Microsoft D365 software (the core technology of the whole project), but it integrated with different types of other technologies, such as Power BI and Microsoft Azure. This project arises because the client, which this project is intended, has detected problems at the level of size and growth of the CRM’s database and performance. These problems affect the service provided by the client to their own clients, which led to the need of rebuilding the solution’s architecture, to solve the problems detected. With the completion of the project, the client benefited from a major improvement in system performance, thanks to the new data storage solution: cloud. Practically, almost all data types were no longer allocated on their On-Premise servers, to be on an Azure repository. This factor, combined with an interface reformulation (transforming it more “clean” and user-friendly), to new ways of sending communications to the clients and a new client support system, have made the final project fulfill the objectives initially outlined by the team. At a personal level, the project allowed to acquire technical knowledge, about a new technology, but it also allowed to acquire social skills: communication with the client, team work, task and time management and knowledge over the business world.
This report describes the work developed in an Informatic Engineering Project in the company Unipartner IT Services, which ran since November 2016. This work falls within the scope of the project "Application Development on Cloud Models". A CRM solution has as main objectives to improve the relationship between the companies and their clients, conquer their fidelity (maximizing their relationships along the years) and to improve their profitability - improving their return of investment (ROI), ensuring the market’s competitiveness. The project had two phases: one first phase of learning about the required concepts to elaborate the project and familiarization with the tools and technologies that will be used; the second phase corresponded to the development of the project itself. Both phases will be detailed in this thesis. The project consists on the migration of a CRM (Customer Relationship Management) solution with the goal to provide to the client all the functionalities and information that they already possessed. The final solution of the migration was built under an online version of the Microsoft D365 software (the core technology of the whole project), but it integrated with different types of other technologies, such as Power BI and Microsoft Azure. This project arises because the client, which this project is intended, has detected problems at the level of size and growth of the CRM’s database and performance. These problems affect the service provided by the client to their own clients, which led to the need of rebuilding the solution’s architecture, to solve the problems detected. With the completion of the project, the client benefited from a major improvement in system performance, thanks to the new data storage solution: cloud. Practically, almost all data types were no longer allocated on their On-Premise servers, to be on an Azure repository. This factor, combined with an interface reformulation (transforming it more “clean” and user-friendly), to new ways of sending communications to the clients and a new client support system, have made the final project fulfill the objectives initially outlined by the team. At a personal level, the project allowed to acquire technical knowledge, about a new technology, but it also allowed to acquire social skills: communication with the client, team work, task and time management and knowledge over the business world.
Descrição
Trabalho de projeto de mestrado, Engenharia Informática (Sistemas de Informação) Universidade de Lisboa, Faculdade de Ciências, 2017
Palavras-chave
Customer Relationship Management (CRM) Cloud Migração Desempenho Base de dados Trabalhos de projeto de mestrado - 2017