SYNOPSIS

On
Customer Query Management Application Using MERN
Stack
Submitted by:
• [your name]
•

Under the supervision of:

[TEACHER NAME]
Assistant Professor
Department of Computer Science Engineering
In partial fulfillment for Project-2 of the seventh semester
of
BACHELOR OF TECHNOLOGY
Computer Science & Engineering
[COLLEGE NAME]
DR. A.P.J ABDUL KALAM UNIVERSITY, LUCKNOW, UP
October 2024

CANDIDATE'S DECLARATION
We hereby declare that the proposed work presented in the
synopsis entitled "Customer Query Management
Application Using MERN Stack" in partial fulfillment of the
requirements for Project-2 of the 7th Semester Bachelor of
Technology in the Department of Computer Science &
Engineering/Information Technology of TERII, Kurukshetra
University, Kurukshetra, Haryana, is an authentic work
carried out by us during the 7th semester. We further
declare that no material of this synopsis has been copied
from any known source and has not been submitted before
for the award of any certificate.
Signature of Students:
•

Signature of the Supervisor:

[TEACHER NAME]
Assistant Professor
Department of Computer Science Engineering

TABLE OF CONTENTS
1. CHAPTER 1: INTRODUCTION
1.1 MERN Stack
1.2 HTML
1.3 CSS
1.4 JavaScript
1.5 ReactJS
1.6 MongoDB
1.7 NodeJS
2. CHAPTER 2: FEASIBILITY STUDY
2.1 Technical Feasibility
2.2 Operational Feasibility
2.3 Economic Feasibility
2.4 Schedule Feasibility
3. CHAPTER 3: METHODOLOGY
3.1 System Architecture
3.2 Front-end Design
 3.3 Back-end Design
3.4 Database Schema
4. CHAPTER 4: REQUIREMENTS
4.1 Hardware Requirements
4.2 Software Requirements
5. CHAPTER 5: EXPECTED OUTCOMES AND BENEFITS
6. CHAPTER 6: CONCLUSION
7. BIBLIOGRAPHY

CHAPTER 1: INTRODUCTION
1.1 Overview of the Project
In today's fast-paced business environment, effective
customer service is paramount. The ability to manage
customer queries efficiently can significantly impact
customer satisfaction and loyalty. The Customer Query
Management Application aims to streamline the process of
handling customer inquiries by providing a robust, real-time
platform built using the MERN Stack—MongoDB, Express.js,
ReactJS, and Node.js.
This application will allow customers to submit their queries
through an intuitive interface, while support staff can
manage and respond to these queries efficiently. The use of
the MERN stack ensures that the application is scalable,
maintainable, and capable of delivering high performance.
1.2 MERN Stack
The MERN stack is a collection of powerful technologies that
together form a full-stack development framework using
JavaScript. Each component of the MERN stack plays a
crucial role in the application:
• MongoDB: A NoSQL database that stores data in
flexible, JSON-like documents, allowing for scalable and
efficient data management.
• Express.js: A lightweight web application framework for
Node.js, used to build robust APIs and handle HTTP
requests and responses.
• ReactJS: A front-end library for building user interfaces,
known for its virtual DOM and component-based
architecture, enabling efficient rendering and state
management.
• Node.js: A JavaScript runtime environment that
executes code outside a browser, facilitating server-
side scripting and building scalable network
applications.
The synergy between these technologies allows for a
seamless development experience and efficient application
performance.
1.3 HTML
HTML (HyperText Markup Language) is the standard markup
language for creating web pages. It provides the structure of
the website, allowing developers to define elements such as
headings, paragraphs, forms, and buttons. In this project,
HTML will serve as the foundation for the front-end
interface, enabling the creation of accessible and well-
organized pages for users to interact with.
Importance in the Project
• Form Creation: HTML forms will be used for query
submissions, user registrations, and login
functionalities.
• Semantic Structure: Using semantic HTML elements
improves accessibility and SEO, ensuring that the
application is user-friendly and easily navigable.
• Integration with ReactJS: JSX, a syntax extension used
with ReactJS, allows HTML-like code to be written
within JavaScript, facilitating the creation of dynamic
components.
1.4 CSS
CSS (Cascading Style Sheets) is used to style and layout web
pages. It allows developers to apply visual styles to HTML
elements, including colors, fonts, spacing, and responsive
design. CSS enhances the aesthetic appeal of the application
and contributes to a positive user experience.
Role in the Application
• Responsive Design: Ensuring that the application is
accessible on various devices, including desktops,
tablets, and mobile phones.
• Consistency: Maintaining a consistent look and feel
across different pages and components.
• User Experience: Improving the usability of the
application through visual cues and interactive
elements.
1.5 JavaScript
JavaScript is a versatile programming language that enables
interactive and dynamic functionality on web pages. It is the
backbone of both the front-end and back-end development
in this project.
Applications in the Project
 • Client-Side Scripting: Handling user interactions, form
validations, and dynamic content updates without the
need to reload the page.
• Server-Side Scripting: Using Node.js, JavaScript runs on
the server to handle business logic, database
operations, and API endpoints.
• Asynchronous Programming: Managing asynchronous
operations, such as API calls and database queries, to
improve application performance.
1.6 ReactJS
ReactJS is a popular JavaScript library developed by
Facebook for building user interfaces. It allows developers
to create large web applications that can update and render
efficiently in response to data changes.
Features Utilized
• Components: Reusable pieces of UI that make
development more manageable and organized.
• State Management: Managing data within components
to reflect real-time changes in the UI.
• Virtual DOM: Improves performance by updating only
the parts of the DOM that need to change.
Advantages for the Project
• Performance: React's efficient rendering makes the
application fast and responsive.
• Modularity: Component-based architecture allows for
better code management and reusability.
• Community Support: A vast ecosystem of libraries and
tools enhances development capabilities.
1.7 MongoDB
MongoDB is a NoSQL database that stores data in flexible,
JSON-like documents. It is designed to handle large volumes
of data and provide high availability and scalability.
Usage in the Application
• Data Storage: Storing customer queries, user profiles,
and support responses.
• Flexibility: Ability to modify the data schema without
downtime, accommodating evolving application
requirements.
• Scalability: Horizontal scaling allows the database to
handle increasing amounts of data and traffic.
1.8 NodeJS
Node.js is a JavaScript runtime environment that executes
code outside a web browser. It is built on Chrome's V8
JavaScript engine and enables server-side scripting.
Contributions to the Project
• Server-Side Development: Handling HTTP requests,
routing, and middleware.
• Event-Driven Architecture: Efficiently manages
concurrent connections, making it suitable for real-time
applications.
• NPM Ecosystem: Access to a vast repository of open-
source libraries and modules that accelerate
development.

CHAPTER 2: FEASIBILITY STUDY

The feasibility study examines the practicality of the
proposed project and assesses whether it is viable from
technical, operational, economic, and scheduling
perspectives.
2.1 Technical Feasibility
The project is technically feasible due to the following
reasons:
 • Availability of Tools: All required technologies are
open-source and widely supported.
• Developer Expertise: The development team has
proficiency in JavaScript, ReactJS, Node.js, and
MongoDB.
• Support and Resources: Extensive documentation and
community support are available for the MERN stack
components.
• Infrastructure: Modern computers and internet
connectivity are sufficient for development and testing.
2.2 Operational Feasibility
Operational feasibility considers whether the proposed
system will function effectively within the existing
operational environment.
• User-Friendly Interface: The application is designed to
be intuitive for both customers and support staff.
• Real-Time Communication: Enables immediate
responses to customer queries, improving satisfaction.
• Scalability: The system can accommodate growth in the
number of users and queries.
 • Cross-Platform Accessibility: Accessible via web
browsers on various devices and operating systems.
2.3 Economic Feasibility
Economic feasibility evaluates the cost-effectiveness of the
project.
• Low Development Costs: Utilizing free and open-source
technologies reduces financial investment.
• Resource Optimization: Efficient use of hardware and
software resources minimizes expenses.
• Return on Investment: Improved customer service can
lead to increased customer retention and revenue.
2.4 Schedule Feasibility
Schedule feasibility assesses whether the project can be
completed within the allotted time frame.
• Defined Milestones: A clear project timeline with
milestones for development phases.
• Resource Allocation: Adequate manpower and
resources are allocated to meet deadlines.
• Risk Management: Identifying potential delays and
planning contingencies.
CHAPTER 3: METHODOLOGY
This chapter outlines the development approach for the
Customer Query Management Application.
3.1 System Architecture
The system follows a three-tier architecture consisting of:
1. Presentation Layer: The front-end user interface
developed with ReactJS.
2. Application Layer: The back-end server using Node.js
and Express.js.
3. Data Layer: The MongoDB database storing application
data.
This architecture promotes separation of concerns, making
the system more maintainable and scalable.
3.2 Front-end Design
User Interface Components
• Customer Portal: Allows users to submit queries, view
responses, and track the status of their inquiries.
 • Support Staff Dashboard: Provides tools for support
agents to view, categorize, and respond to customer
queries.
Design Principles
• Responsiveness: Ensures compatibility with various
screen sizes and devices.
• Accessibility: Complies with web accessibility standards
(WCAG) to cater to users with disabilities.
• Usability: Focuses on intuitive navigation and minimal
learning curve.
Technologies Used
• ReactJS: For building dynamic and interactive UI
components.
• React Router: For handling client-side routing and
navigation.
• Redux (if applicable): For state management across the
application.
• Axios: For making API calls to the back-end server.
3.3 Back-end Design
Server Setup
 • Node.js: Provides the runtime environment for
executing JavaScript on the server.
• Express.js: Serves as the web application framework for
handling HTTP requests and middleware.
API Development
• RESTful API: The back-end will expose a set of RESTful
endpoints for CRUD operations:
o Create: Submitting new queries.
o Read: Retrieving queries and responses.
o Update: Updating query statuses and responses.
o Delete: Removing queries (if necessary).
Security Measures
• Authentication: Implementing user authentication
using JSON Web Tokens (JWT).
• Authorization: Role-based access control to
differentiate between customers and support staff.
• Data Validation: Ensuring data integrity through server-
side validation.
3.4 Database Schema
Data Models
• User Model:
o Fields: UserID, Name, Email, Password, Role
(Customer/Support Staff), Registration Date.
• Query Model:
o Fields: QueryID, UserID (foreign key), Subject,
Description, Status (Open, In Progress, Resolved),
Timestamp.
• Response Model:
o Fields: ResponseID, QueryID (foreign key),
SupportStaffID (foreign key), Message, Timestamp.
Relationships
• One-to-Many: One user can have multiple queries.
• One-to-One: Each query can have one or more
responses associated with it.
Database Operations
• Indexing: Implementing indexes on frequently queried
fields to improve performance.
• Data Backup: Regular backups to prevent data loss.
 • Scalability: Configuring the database to handle
increasing loads through sharding or replication.

CHAPTER 4: REQUIREMENTS
4.1 Hardware Requirements
• Development Machines:
o Processor: Minimum 1.4 GHz dual-core CPU.
o Memory: At least 8GB RAM recommended for
smooth operation.
o Storage: Minimum 20GB free disk space to
accommodate development tools and databases.
o Display: Monitor with a resolution of 1366x768 or
higher.
o Internet: Stable broadband connection for
accessing resources and collaboration.
• Server Requirements (for deployment, if applicable):
o Processor: Multi-core CPU for handling concurrent
requests.
 o Memory: 16GB RAM or higher for optimal
performance.
o Storage: SSD drives for faster data access.
o Network: High-speed network interface cards
(NICs) for efficient data transfer.
4.2 Software Requirements
• Operating Systems:
o Development: Windows 10 or higher, or a recent
Linux distribution (e.g., Ubuntu 20.04).
o Server: Linux-based servers are preferred for
deployment (e.g., Ubuntu Server, CentOS).
• Development Tools:
o Code Editor: Visual Studio Code (VSCode) with
extensions for JavaScript, React, and Node.js.
o Version Control: Git for source code management
and collaboration.
o Package Managers: NPM or Yarn for managing
project dependencies.
• Technologies and Frameworks:
 o Front-end: ReactJS, React Router, Redux
(optional).
o Back-end: Node.js, Express.js.
o Database: MongoDB Community Edition.
o APIs and Libraries: Axios for HTTP requests,
Mongoose for MongoDB object modeling.
• Testing and Debugging Tools:
o Testing Frameworks: Jest and Enzyme for unit
testing React components.
o Debuggers: Integrated debugging tools in VSCode.
• Browsers:
o Latest versions of Chrome, Firefox, or Edge for
testing and debugging the web application.
• Additional Tools:
o Postman or Insomnia for testing API endpoints.
o Docker (optional) for containerization and
deployment.

CHAPTER 5: EXPECTED OUTCOMES AND BENEFITS

5.1 Improved Customer Satisfaction
By providing a platform for efficient query management,
customers can expect timely responses to their inquiries,
leading to enhanced satisfaction and trust in the
organization.
5.2 Streamlined Support Operations
Support staff will benefit from a centralized system that
organizes queries, tracks their status, and prioritizes
responses, thereby increasing productivity and reducing
response times.
5.3 Data Analytics and Insights
The application can collect data on common customer
issues, response times, and support effectiveness, allowing
management to identify areas for improvement and make
informed decisions.
5.4 Scalability for Future Growth
Built on the MERN stack, the application is designed to scale
horizontally, accommodating an increasing number of users
and queries without significant restructuring.
5.5 Competitive Advantage
Offering superior customer service through efficient query
management can differentiate the organization from
competitors, potentially leading to increased market share.

CHAPTER 6: CONCLUSION
The Customer Query Management Application leveraging
the MERN stack represents a significant step towards
modernizing customer support services. By harnessing
cutting-edge web technologies, the application promises to
deliver an efficient, scalable, and user-friendly platform that
meets the demands of both customers and support staff.
This project not only fulfills the academic requirements but
also provides practical experience in full-stack development,
project management, and collaborative teamwork. The
successful implementation of this application will
demonstrate proficiency in contemporary web development
practices and contribute positively to the organization's
operational efficiency.

BIBLIOGRAPHY
1. MERN Stack Development Documentation
 o Official documentation for MongoDB, Express.js,
ReactJS, and Node.js.
o URLs:
▪ MongoDB Documentation
▪ Express.js Documentation
▪ ReactJS Documentation
▪ Node.js Documentation
2. HTML & CSS Guidelines
o W3Schools Online Web Tutorials
o Mozilla Developer Network (MDN) Web Docs
o URLs:
▪ W3Schools HTML Tutorial
▪ W3Schools CSS Tutorial
▪ MDN HTML Guide
▪ MDN CSS Guide
3. JavaScript Development Best Practices
o Eloquent JavaScript by Marijn Haverbeke
o JavaScript: The Good Parts by Douglas Crockford
 o URLs:
▪ Eloquent JavaScript Online
▪ JavaScript Info
4. ReactJS Official Documentation
o Comprehensive guide to building applications with
React.
o URL: ReactJS Docs
5. NodeJS Official Documentation
o Resources for building server-side applications
with Node.js.
o URL: Node.js Docs
6. MongoDB Official Documentation
o Detailed information on database setup, queries,
and administration.
o URL: MongoDB Docs
7. Express.js Guide
o Understanding middleware, routing, and API
development.
o URL: Express.js Guide
 8. Additional Resources
o Git and GitHub: Version control and collaboration.
▪ Pro Git Book
▪ GitHub Guides
o Web Accessibility:
▪ Web Content Accessibility Guidelines (WCAG)
2.1
o Responsive Web Design:
▪ Bootstrap Documentation
▪ CSS Flexbox Guide

End of Synopsis