PRD SaaS CRM App

This is a comprehensive Sample Product Requirements Document for a SaaS CRM application

It blends technical requirements with functional requirements of the product

1.1 Product Vision

The SaaS CRM App is designed to provide small to medium-sized enterprises (SMEs) with a scalable, secure, and intuitive platform to manage customer relationships, track interactions, and optimize sales processes. Hosted on AWS, it offers robust integration capabilities and prioritizes data security and compliance.

1.2 Target Audience

  • Primary Users: SMEs in retail, consulting, and professional services.

  • User Roles:
    • Administrators: Manage users, permissions, and system settings.
    • Sales Representatives: Handle customer data, interactions, and sales pipelines.
    • Marketing Teams: Access customer insights for targeted campaigns.

1.3 Key Objectives

  • Centralize customer data and interaction history.

  • Provide actionable insights through reporting and analytics.

  • Ensure high availability, security, and compliance (e.g., GDPR, CCPA).

  • Enable seamless integrations with third-party tools.

2.1 User Authentication and Authorization

  • Requirements:
    • Support email/password and OAuth (Google, Microsoft).
    • Role-based access control (RBAC): Admin, Sales Rep, Marketing.
    • Secure password storage with hashing and salting.
    • Multi-factor authentication (MFA) for admin accounts.

2.2 Customer Data Management

  • Requirements:
    • CRUD operations for customer profiles.
    • Core fields: Name, Email, Phone, Company, Address, Notes.
    • File upload for documents (e.g., contracts).
    • Advanced search and filtering.

2.3 Interaction Tracking

  • Requirements:
    • Log interactions: calls, emails, meetings, notes.
    • Link interactions to customers and sales opportunities.
    • Timestamps and user attribution.
    • Automate email logging via third-party integrations.

2.4 Sales Pipeline Management

  • Requirements:
    • Visual pipeline stages: Lead, Qualified, Proposal, Negotiation, Closed.
    • Drag-and-drop interface for opportunities.
    • Opportunity fields: Name, Value, Probability, Close Date.
    • Automated notifications for tasks and overdue actions.

2.5 Reporting and Analytics

  • Requirements:
    • Predefined reports: sales performance, customer acquisition.
    • Customizable filters and export options (PDF, CSV).
    • Dashboard with key metrics: total sales, conversion rates.
    • Interactive visualizations (bar charts, line graphs).

2.6 Integrations

  • Requirements:
    • Email integration: Gmail, Outlook.
    • Calendar sync: Google Calendar, Outlook.
    • Marketing automation: Mailchimp, HubSpot.
    • Open APIs and webhooks for custom integrations.

3.1 Performance

  • Response Time: <2 seconds for core operations.

  • Scalability: Support 10,000 customers and 100 concurrent users.

  • Load Balancing: Distribute traffic evenly.

3.2 Security

  • Data Encryption: AES-256 at rest, TLS 1.2+ in transit.

  • Compliance: GDPR, CCPA.

  • Access Control: AWS IAM and RBAC.

  • Audit Logs: Record user actions.

3.3 Usability

  • UI/UX: Clean, intuitive, responsive.

  • Accessibility: WCAG 2.1 compliant.

  • Onboarding: Guided setup and tutorials.

3.4 Reliability

  • Uptime: 99.9% with automated failover.

  • Backup: Daily backups with point-in-time recovery.

  • Disaster Recovery: Multi-region failover.

4.1 Frontend

  • Framework: React.js with TypeScript.

  • State Management: Redux or Context API.

  • UI Library: Material-UI or Ant Design.

  • Accessibility: ARIA labels and keyboard navigation.

4.2 Backend

  • Language: Node.js with Express.js.

  • Authentication: JSON Web Tokens (JWT).

  • API Gateway: AWS API Gateway.

  • Webhooks: Outgoing for real-time notifications.

4.3 Database

  • Primary: Amazon RDS (PostgreSQL).

  • Secondary: Amazon S3 for file storage.

  • Caching: Amazon ElastiCache (Redis).

4.4 Infrastructure (AWS)

  • Compute:
    • EC2 for backend, auto-scaled.
    • Lambda for serverless tasks.

  • Networking:
    • VPC with private/public subnets.
    • Elastic Load Balancer (ELB).

  • Security:
    • IAM for role-based access.
    • Security Groups and Network ACLs.
    • AWS WAF for web protection.

  • Monitoring and Logging:
    • CloudWatch for monitoring.
    • CloudTrail for auditing.

  • CI/CD:
    • CodePipeline for automated deployments.
    • GitHub or CodeCommit for version control.

5.1 Dashboard

  • Requirements:
    • Display key metrics: customers, opportunities, interactions.
    • Quick access to tasks and reminders.
    • Customizable widgets.

5.2 Customer Profiles

  • Requirements:
    • Tabbed interface: Overview, Interactions, Opportunities, Documents.
    • Inline editing of details.
    • Chronological interaction timeline.

5.3 Sales Pipeline

  • Requirements:
    • Kanban-style board with drag-and-drop.
    • Color-coded stages and cards.
    • Filters by user, stage, or date.

5.4 Reporting

  • Requirements:
    • Interactive charts (bar, line, pie).
    • Export reports in PDF, CSV, Excel.
    • Scheduled email reports.

6.1 Key Entities

  • Customer:
    • Fields: ID, Name, Email, Phone, Company, Address, Notes, CreatedAt, UpdatedAt.

  • Interaction:
    • Fields: ID, CustomerID, Type, Date, Notes, UserID.

  • Opportunity:
    • Fields: ID, CustomerID, Name, Stage, Value, Probability, CloseDate, UserID.

  • User:
    • Fields: ID, Name, Email, Role, Permissions, CreatedAt.

6.2 Relationships

  • One-to-Many: Customer to Interactions, Customer to Opportunities.

  • Many-to-One: Interactions and Opportunities to Users.

7.1 Email Integration

  • Providers: Gmail, Outlook.

  • Functionality: Auto-log emails.

7.2 Calendar Integration

  • Providers: Google Calendar, Outlook.

  • Functionality: Sync meetings and events.

7.3 Marketing Automation

  • Providers: Mailchimp, HubSpot.

  • Functionality: Sync customer lists and campaigns.

7.4 Custom Integrations

  • APIs: RESTful endpoints.

  • Webhooks: Real-time event triggers.

8.1 Unit Testing

  • Test individual components (API endpoints, UI modules).

8.2 Integration Testing

  • Validate end-to-end workflows.

8.3 User Acceptance Testing (UAT)

  • Conduct with beta users for usability.

8.4 Performance Testing

  • Simulate loads for 100 concurrent users.

9.1 Deployment

  • Use Elastic Beanstalk or ECS.

  • Implement blue-green deployment.

9.2 Monitoring

  • CloudWatch alarms for CPU, memory, errors.

  • X-Ray for tracing.

9.3 Backup and Recovery

  • Daily backups for RDS and S3.

  • Multi-region failover.
  • User Adoption: 80% engagement in 3 months.

  • Performance: <2s response time.

  • Security: No breaches or violations.

  • Satisfaction: NPS ≥7.
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