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CRM Master Use Cases (CRM)

Module Purpose: Custom CRM system for company master data management, replacing D365 with flexible multi-location tracking, social media integration, vendor empanelment workflows, and AI-powered insights for chemical distribution operations.

Use Case Quick Reference

ID Title Priority
US-CRM-001 Create Company Record P1
US-CRM-002 Manage Company Information Tabs P1
US-CRM-003 Add Social Media Channels P1
US-CRM-004 Track Multi-Location Customers P1
US-CRM-005 Manage Vendor Empanelment (FEP) P1
US-CRM-006 Track Department-Wise Contacts P1
US-CRM-007 Track Content Broadcasts P2
US-CRM-008 Track Products Purchased P2
US-CRM-009 Track Competitor Suppliers P2
US-CRM-010 Track Agents/Brokers P2
US-CRM-011 Track Employee Accountability P1
US-CRM-012 Add Customer Comments P2
US-CRM-013 Migrate D365 Customer Data P1
US-CRM-014 Dashboard Metrics Overview P1
US-CRM-015 AI Assistant for Customer Queries P0
US-CRM-016 Advanced Search & Filters P0
US-CRM-017 Activity Timeline View P1
US-CRM-018 Bulk Operations P2
US-CRM-019 Audit Trail Viewer P2
US-CRM-020 Notifications & Alerts P2
US-CRM-021 Document Repository with OCR P0
US-CRM-022 Duplicate Detection P0
US-CRM-023 Quick Actions & Keyboard Shortcuts P2
US-CRM-024 Export & Reporting P2
US-CRM-025 Mobile Responsive Views P2
US-CRM-026 Role-Based Dashboards P1
US-CRM-027 Customer Risk Scoring P3
US-CRM-028 Voice Input & Dictation P3
US-CRM-029 Input Format Validation P1
US-CRM-030 GST/PAN Validation with Government API P1
US-CRM-031 Credit Limit Business Rules P1
US-CRM-032 FEP Workflow State Validation P1
US-CRM-033 Date Field Validation P2
US-CRM-034 Migrate D365 Transaction History P1
US-CRM-035 Migrate D365 Document Attachments P1
US-CRM-036 D365 Custom Field Discovery & Mapping P0
US-CRM-037 Post-Migration Data Reconciliation P1
US-CRM-038 D365 Bi-Directional Sync (Transition) P2
US-CRM-039 Migrate D365 User Roles & Permissions P2
US-CRM-040 Migrate D365 Activity Timeline P3

Priority Legend: P0 = High Priority (Differentiator), P1 = MVP Core, P2 = Phase 2, P3 = Future Enhancement

US-CRM-001: Create Company Record

Purpose: Enable sales reps to create new company records with basic information, cascading address dropdowns, and multi-value communication fields to start tracking potential customers.

Property Value
Actor Sales Rep, Sales Manager
Trigger User clicks "Add Customer" button
Preconditions - User authenticated with CRM access
- Country/State/City master data populated
Priority P1

Main Success Scenario

  1. Form Display
  2. User clicks "Add Customer" from main interface

  3. System displays company creation form with fields: Company Name, Address (Country/State/City cascading dropdowns), Mobile (4 fields), Email (3 fields), Website, SAP Code

  4. Cascading Address Selection

  5. User selects Country from dropdown
  6. System auto-populates State dropdown with states for selected country
  7. User selects State

  8. System auto-populates City dropdown with cities for selected state

  9. Data Entry

  10. User enters Company Name, at least 1 mobile number, primary email
  11. User optionally fills additional mobile/email fields

  12. System validates email format on blur, phone format (10 digits for India)

  13. Record Creation

  14. User clicks "Save"
  15. System validates required fields (Company Name, Country, at least 1 mobile)
  16. System generates unique Customer ID (UUID)
  17. System creates Company record with status = "Active"
  18. System displays success message: "Company created successfully"
  19. System redirects to Company detail view (8-tab interface)

Alternative Flows

A1: Duplicate Company Name - At step 4, if Company Name matches existing record (fuzzy match >80%) - System displays warning: "Similar company exists: [Name] (SAP Code: [Code])" - User can click "View Existing" or proceed with "Create Anyway"

A2: Invalid GST Format - During data entry, if user enters GST number - System validates format: 15 alphanumeric characters - If invalid, inline error: "Invalid GST format" - Form submit blocked until corrected

See full acceptance criteria in PRD: US-CRM-001

US-CRM-015: AI Assistant for Customer Queries

Purpose: Provide natural language query interface for CRM data, enabling users to ask questions like "Show me all customers in Maharashtra with credit limit > 10L" and get instant results without complex filtering.

Property Value
Actor Any CRM user (Sales Rep, Manager, Admin)
Trigger User types question in AI Assistant input box OR user clicks floating AI button
Preconditions - AI model configured (Ollama or OpenAI)
- User has permissions to view customer data
- Customer database populated
Priority P0 (High Priority - Differentiator)

Main Success Scenario

  1. Query Input
  2. User clicks floating AI Assistant button (available on every page)
  3. System displays input box: "Ask about customers, products, or relationships..."

  4. User types: "Show me all customers in Maharashtra with credit limit > 10L"

  5. Natural Language Processing

  6. System passes query to AI model
  7. AI parses intent: filter_customers(state="Maharashtra", credit_limit>1000000)

  8. AI generates SQL or Django ORM query

  9. Query Execution

  10. System executes query against Company table
  11. System applies user's permission filters (Sales Rep sees only assigned customers)

  12. Results returned: 47 customers

  13. Results Display

  14. System displays results in table format:
    • Columns: Company Name, SAP Code, City, Credit Limit, Assigned To
    • Sortable, clickable rows

  15. AI suggests follow-up questions:

    • "Show FEP status for these customers"
    • "Which of these have no activity in 90 days?"

  16. Audit Logging

  17. System logs AI query: {user_id, query_text, results_count, timestamp}
  18. Used for training and compliance

Alternative Flows

A1: Ambiguous Query - At step 2, if AI cannot parse intent - System responds: "I didn't understand. Did you mean: [Suggestion 1] or [Suggestion 2]?" - User selects suggestion or rephrases

A2: No Results Found - At step 3, if query returns 0 results - System displays: "No customers match your query. Try: [Alternative Query]"

See full acceptance criteria in PRD: US-CRM-015

US-CRM-022: Duplicate Detection

Purpose: Prevent duplicate customer creation by performing fuzzy matching on Company Name and exact matching on GST/PAN, with warnings and override capabilities for data quality.

Property Value
Actor Sales Rep, System De-duplication Engine
Trigger User enters Company Name OR GST/PAN during company creation
Preconditions - Customer master database populated
- Fuzzy match service configured
Priority P0 (High Priority)

Main Success Scenario

  1. Company Name Entry
  2. User types Company Name: "ABC Chemicals Pvt Ltd"

  3. System triggers fuzzy match on blur (after user leaves field)

  4. Fuzzy Matching

  5. System compares against existing Company table
  6. Fuzzy match algorithm calculates similarity score

  7. Match found: "ABC Chemicals Private Limited" (85% similarity)

  8. Duplicate Warning

  9. System displays warning banner:
    • "⚠️ Similar company exists: ABC Chemicals Private Limited (SAP Code: CUST-00123)"
    • Buttons: [View Existing] [Create Anyway]
  10. User clicks [View Existing]
  11. System opens existing company record in new tab
  12. User verifies it's the same company

  13. User cancels creation

  14. Audit Trail

  15. System logs duplicate prevention: {user_id, attempted_name, matched_name, action="aborted"}

Alternative Flows

A1: User Overrides Warning - At step 3, user clicks [Create Anyway] - System logs override: {user_id, matched_name, override_reason=null} - Warning appears in Audit Trail Viewer for compliance review

A2: GST Exact Match - During data entry, user enters GST: "27AAAAA1234A1Z5" - System performs exact match (100% match required) - If match found: System blocks creation with error: "🛑 Duplicate GST - Company already exists: [Name]" - User cannot override (Admin approval required)

See full acceptance criteria in PRD: US-CRM-022

US-CRM-030: GST/PAN Validation with Government API

Purpose: Validate GST and PAN numbers against government APIs to prevent fraudulent entities, with fallback to format-only validation if APIs unavailable.

Property Value
Actor Compliance Officer, System Validation Service
Trigger User enters GST or PAN number in Company form
Preconditions - GSTIN Verification API configured
- PAN validation regex defined
- Rate limiting configured (avoid API quota exhaustion)
Priority P1

Main Success Scenario

  1. GST Entry
  2. User enters GST: "27AAAAA1234A1Z5"

  3. System waits for blur event (user leaves field)

  4. API Validation

  5. System calls GSTIN Verification API: GET /verify?gstin=27AAAAA1234A1Z5

  6. API returns: 

    {
  "valid": true,
  "legal_name": "ABC Chemicals Private Limited",
  "business_type": "Private Limited Company",
  "registration_date": "2020-05-15"
}

  7. Success Feedback

  8. System displays green checkmark: "Verified ✓"
  9. System auto-fills Company Name field with "ABC Chemicals Private Limited" (if empty)

  10. System stores API response in metadata field

  11. PAN Entry

  12. User enters PAN: "ABCDE1234F"
  13. System validates format: [A-Z]{5}[0-9]{4}[A-Z]{1}

  14. Format valid: Green checkmark displayed

  15. Audit Logging

  16. System logs validation: {field="GST", value="27...", api_status="verified", legal_name="ABC..."}

Alternative Flows

A1: API Timeout - At step 2, if API call takes >5 seconds - System skips API validation, performs format-only check - Yellow warning: "⚠️ Could not verify with government API - format validated only" - User can proceed

A2: Invalid GST - At step 2, if API returns {valid: false} - System displays red error: "✗ Invalid GST - not found in government records" - System blocks save with error message: "Invalid GST/PAN. Cannot proceed." - User must correct or leave blank

See full acceptance criteria in PRD: US-CRM-030

Remaining Use Cases

For detailed specifications of all 40 use cases (UC-CRM-001 through UC-CRM-040), including:

  • Company Master CRUD (CRM-001 to CRM-013)
  • Dashboard & Analytics (CRM-014, CRM-026, CRM-027)
  • AI & Automation (CRM-015, CRM-021, CRM-022, CRM-028)
  • Search & Discovery (CRM-016, CRM-017, CRM-023)
  • Bulk Operations (CRM-018, CRM-024)
  • Audit & Compliance (CRM-019, CRM-029, CRM-030, CRM-031, CRM-032, CRM-033)
  • Notifications (CRM-020, CRM-025)
  • D365 Migration (CRM-013, CRM-034, CRM-035, CRM-036, CRM-037, CRM-038, CRM-039, CRM-040)

See the complete CRM Master PRD with: - 40 user stories with acceptance criteria - Database schema (Company, Location, Contact, ContentBroadcast, Transaction, Document tables) - Comprehensive D365 migration strategy - Technical architecture (Django + PostgreSQL) - Success metrics

Cross-Module Dependencies

Integrates With

Provides Data To

  • Sales Follow-up module (customer assignments)
  • Quotation & Costing module (customer-specific pricing)
  • Operations & Logistics (delivery locations from CRM multi-location tracking)

Technical Architecture

Backend: Django 4.2+ with PostgreSQL 14+
Frontend: React/Next.js with Server-Side Rendering
AI Engine: Ollama (local) or OpenAI API
OCR: Tesseract or AWS Textract
Authentication: Django Auth with role-based permissions

Key Design Patterns: - Enterprise Context Layer: Universal Context Container for company data (see Architectural Patterns) - Precedent Engineering: AI-extracted decision traces for customer negotiations - Activity-Stream Engineering: Immutable event log of all customer interactions

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