• Sunil B S
• Prof. Madhuri J

In today’s world, providing good customer satisfaction is very important for the companies. For this purpose many companies are turning their face towards customer relationship management (CRM). The companies are making the relationship between the customer and the company stronger by leveraging CRM. In this paper we propose a custom application for Bangalore Metro Rail Corporation Limited (BMRCL) with which we can support some common functionalities of original application. Our main focus is to utilize the CRM features provided by Salesforce. As the part of the CRM we propose an intelligent chatbot through which users can make use of features like purchasing a smart card, checking their balance, getting answer to common FAQ’s and checking roadmap. The application we build follows the Model View Controller (MVC) architecture. For building the view we make use of Visualforce, the model is made up Salesforce records and the control is written in apex programming language supported by Salesforce.

CRM, Salesforce, Einstein bots, Case management, Apex, Visualforce.

"Custom Application Development Of BMRCL In Cloud Environment: Using Salesforce CRM", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.7, Issue 7, page no.584-593, July-2020, Available :http://www.jetir.org/papers/JETIR2007069.pdf

"Custom Application Development Of BMRCL In Cloud Environment: Using Salesforce CRM", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.7, Issue 7, page no. pp584-593, July-2020, Available at : http://www.jetir.org/papers/JETIR2007069.pdf