CRM System Testing for Enhanced Customer Experience in ERP

As a Test Analyst for the ERP system focused on enhancing the customer experience, my role involves ensuring the quality and functionality of the newly implemented CRM system for booking repairs and arranging services for boilers. Here’s how I approach this project:

1.Requirement Analysis: I begin by thoroughly analysing the requirements for the new CRM system integration, repair booking module, service arrangement module, call handling automation, engineer booking integration, Gantt chart integration, customer notification system, and reporting/analytics features.

2.Test Planning: Based on the requirements, I develop a comprehensive test plan outlining the test scope, objectives, approach, and resources required. This includes defining test scenarios, test cases, and test data for each feature of the CRM system.

3.Test Execution: I execute the test cases defined in the test plan, focusing on validating the functionality, usability, and performance of the CRM system. This involves testing various scenarios such as customer call handling, repair booking, service arrangement, engineer scheduling, Gantt chart integration, and customer notification.

4.Regression Testing: As new features are integrated into the CRM system, I perform regression testing to ensure that existing functionalities are not impacted and continue to work as expected.

5.Integration Testing: I conduct integration testing to verify the seamless integration between the CRM system and other components of the ERP system, such as the Gantt chart tool and engineer booking system.

6.User Acceptance Testing (UAT) Support: I collaborate with end users to facilitate user acceptance testing, gathering feedback and addressing any issues or concerns raised during the testing process.

7.Defect Management: I track and manage defects identified during testing, prioritising them based on severity and working closely with developers to ensure timely resolution.

8.Reporting: I generate test reports summarising test results, including test coverage, defects found, and overall system quality. I also provide recommendations for improvements based on the testing outcomes.

Overall, my role as a Test Analyst is to ensure that the CRM system meets the specified requirements, delivers a seamless user experience, and contributes to enhancing the customer experience within the ERP system for booking repairs and arranging services for boilers.