CN109472618A - A kind of crm system - Google Patents
A kind of crm system Download PDFInfo
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- CN109472618A CN109472618A CN201811147672.XA CN201811147672A CN109472618A CN 109472618 A CN109472618 A CN 109472618A CN 201811147672 A CN201811147672 A CN 201811147672A CN 109472618 A CN109472618 A CN 109472618A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
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Abstract
The invention discloses a kind of crm systems, including project information module, for recording the various master datas and house file data of each project；Subscriber Information Module, for recording the basis of client and individuation data in each project；Customer service module, for handling the requirement and suggestion of various problems and processing client in client's life to each project；Paid service module, for handling the content inside the customer service module for needing to charge；Task management module, the routine work of the staff for managing each project.A kind of crm system of the present invention, first, trade and investment promotion property standards system ITization is realized, and improves internal control ability, solves traditional business internal control loophole, it also achieves to customer service business digitization, data analysis and Utilization ability are improved, finally, realizing intelligent to customer service business, it increases customer satisfaction degree and sticky, brings better prospect of the application.
Description
Technical field
The present invention relates to property field, in particular to a kind of crm system.
Background technique
With the rapid development of society, huge change has occurred in property enterprise operation environment and business model, promotes to pass
The property fast transformation of system upgrades, and CRM project complies with Development Transformation requirement, it is intended in establishing a set of customer-centric, city
Field is guiding, meets the personalization of trade and investment promotion property, standardized customer relationship system.
There are certain drawbacks when in use in existing crm system, firstly, control ability is poor inside existing property,
Traditional business internal control loophole is more, also, the data of client are analyzed and Utilization ability is not high, finally, existing property customer service
Intelligence degree of being engaged in is low, and the satisfaction and viscosity of client be not high, is unsatisfactory for the requirement of people, for this purpose, it is proposed that a kind of
Crm system.
Summary of the invention
The main purpose of the present invention is to provide a kind of crm systems, can effectively solve the problems in background technique.
To achieve the above object, the technical scheme adopted by the invention is as follows:
A kind of crm system, comprising:
Project information module, for recording the various master datas and house file data of each project；
Subscriber Information Module, for recording the basis of client and individuation data in each project；
Customer service module, for handling the requirement of various problems and processing client in client's life to each project
And suggestion；
Paid service module, for handling the content inside the customer service module for needing to charge；
Task management module, the routine work of the staff for managing each project；
Human resources module, with performance appraisal from strategic angle based on the organizational structure of post come administrator
Work；
Knowledge management module establishes knowledge base with the trade and investment promotion property structure of knowledge, for realizing related personnel's knowledge study,
Accumulation, shared and recycling；
Message pushing module sends related news to client and internal staff according to the demand of client；
Business handling module, for handling handling for various businesses such as various routine work formalities in client's life；
Reports module, for summarizing other systems inside related data inside crm system and sending out data in a tabular form
Cloth；
Integration module, for the integrated mating interface with other external systems；
Operation system, for assisting the operation of modules inside crm system.
Preferably, the operation system include charging system, mall system, installations and facilities system, parking management system and
Material system.
Preferably, the crm system using tool and connect the unified entrance of visitor with inside, and the inside uses tool
With the APP for the unified entrance of visitor being two groups of different function, the inside is arranged at using tool and to the unified entrance of visitor
In mobile device, the inside includes that customer information is inquired, generation visitor's record is single, customer information is handled, quality inspection, is patrolled using tool
More, Training and Learning, when visitor speed passage through customs application and work order, task management, include guide of action, increment to the unified entrance of visitor
Service, daily service, information bulletin, visitor's reservation, exchange between communities, shopping center and gate inhibition's service.
Preferably, the business handling module include move in check-in, fit up check-in, access card and parking card etc.
All kinds of certificate acquirings, release permit are handled, meeting room makes a reservation for, change of title, office building is thrown a lease, black or white board for writing temporary accounts or records on, famous brand are handled and other industry
Business is handled, and the business handling process of business handling module is usual are as follows:
1. initiating the industry that itself needs to handle by entering business handling module to the unified entrance of visitor in mobile device
Business；
2. submitting data required for transacting business；
3. passing through etc. pending；
4. verifying type of service and client identity；
5. further according to the different related services for handling client before the deadline of business.
Preferably, the customer service module includes paid service module, the paid service module and charging system and
The application of material system docking, the paid service module can be oral, written, phone, intercommunication declaration form and uniformly go out to visitor
Entrance application.
Preferably, the relevant information of the customer service module includes complaining category information, reporting category information, other report thing classes for repairment
Information and suggest consulting praise category information.
Preferably, the project information module includes item base data, building basic data and house foundation data, item
Mesh basic data includes geographic information data and Technical Economic Data, and house foundation data include house property information, information of joining a gang, room
Room maintenance archives, house decoration archives, house dynamic file and house to let archives.
Preferably, the Subscriber Information Module includes levels of clients, owner's type, owner/business entity/tenant individual's letter
Breath, the permanent personnel of family/enterprise staff information, emergency contact information, information of vehicles, pet information, payment information, individual character letter
Breath and client enrollment information.
Preferably, the human resources module includes Basic Information Management, management of arranging an order according to class and grade, Individual Performance management, Ren Yuanji
Plinth maintenance of information, personal scheduling, outsourcing service provider's management and batch of arranging an order according to class and grade import.
Compared with prior art, the present invention provides a kind of crm system, a kind of CRM system is had the following beneficial effects:
System,
1, trade and investment promotion property standards system ITization is realized；
2, internal control ability is improved, traditional business internal control loophole is solved；
3, it realizes to customer service business digitization, improves data analysis and Utilization ability；
4, it realizes to customer service business intelligence, increases customer satisfaction degree and sticky.
Part is not directed in the device to be the same as those in the prior art or can be realized by using the prior art.
Detailed description of the invention
Fig. 1 is a kind of overall structure diagram of crm system of the present invention；
Fig. 2 is a kind of item-function structure chart of crm system of the present invention；
Fig. 3 is the business handling flow chart of business handling module in a kind of crm system of the present invention；
Fig. 4 is the flow chart of paid service in a kind of crm system of the present invention.
Specific embodiment
Following will be combined with the drawings in the embodiments of the present invention, and technical solution in the embodiment of the present invention carries out clear, complete
Site preparation description, it is clear that described embodiments are only a part of the embodiments of the present invention, instead of all the embodiments.
In the description of the present invention, it is to be understood that, term " on ", "lower", "front", "rear", "left", "right", "top",
The orientation or positional relationship of the instructions such as "bottom", "inner", "outside" is to be based on the orientation or positional relationship shown in the drawings, merely to just
In description the present invention and simplify description, rather than the device or element of indication or suggestion meaning must have a particular orientation, with
Specific orientation construction and operation, therefore be not considered as limiting the invention.
Embodiment 1
As shown in Figs. 1-2, a kind of crm system, including project information module, for recording the various basic numbers of each project
According to house file data；Subscriber Information Module, for recording the basis of client and individuation data in each project；Client
Service module, for handling the requirement and suggestion of various problems and processing client in client's life to each project；With compensation
Service module, for handling the content inside the customer service module for needing to charge；Task management module, for managing each item
The routine work of purpose staff；Human resources module, with performance appraisal from strategic angle with post organizational structure
Based on manage employee；Knowledge management module is established knowledge base with the trade and investment promotion property structure of knowledge, is known for realizing related personnel
The study of knowledge, accumulation, shared and recycling；Message pushing module sends phase to client and internal staff according to the demand of client
Close message；Business handling module, for handling handling for various businesses such as various routine work formalities in client's life；Report mould
Block, for summarizing other systems inside related data inside crm system and issuing data in a tabular form；Integration module is used
In the integrated mating interface with other external systems；Operation system, for assisting the operation of modules inside crm system.
Operation system includes charging system, mall system, installations and facilities system, parking management system and material system；CRM
System using tool and connect the unified entrance of visitor with inside, and inside is two groups different using tool and to the unified entrance of visitor
The APP of function, inside are respectively provided on the mobile apparatus using tool and to the unified entrance of visitor, and inside includes client using tool
Information inquiry, generation visitor's record list, customer information processing, quality inspection, night watching, Training and Learning, when visitor speed passage through customs application and work
Single, task management includes guide of action, value-added service, daily service, information bulletin, visitor's reservation, society to the unified entrance of visitor
Area's exchange, shopping center and gate inhibition's service；Business handling module include move in check-in, fit up check-in, access card and
All kinds of certificate acquirings such as parking card, release permit are handled, meeting room makes a reservation for, change of title, office building is thrown a lease, black or white board for writing temporary accounts or records on, famous brand are handled
It is usual with the business handling process of other business handlings, business handling module are as follows:
1. initiating the industry that itself needs to handle by entering business handling module to the unified entrance of visitor in mobile device
Business；
2. submitting data required for transacting business；
3. passing through etc. pending；
4. verifying type of service and client identity；
5. further according to the different related services for handling client before the deadline of business.
Customer service module includes paid service module, and paid service module is docked with charging system and material system, had
The application for repaying service module can be for oral, written, phone, intercommunication declaration form and to the unified entrance application of visitor；Customer service mould
The relevant information of block include complain category information, report for repairment category information, other report thing category informations and suggest consulting praise category information；?
Mesh information module includes item base data, building basic data and house foundation data, and item base data include geographical letter
It ceases data and Technical Economic Data, house foundation data includes house property information, information of joining a gang, house maintenance archives, house decoration
Archives, house dynamic file and house to let archives；Subscriber Information Module includes levels of clients, owner's type, the owner/Enterprise Law
People/tenant's personal information, emergency contact information, information of vehicles, pet information, pays at the permanent personnel of family/enterprise staff information
Charge information, individual information and client enrollment information；Human resources module includes Basic Information Management, management of arranging an order according to class and grade, Individual Performance
Management, the maintenance of personnel's basic information, personal scheduling, outsourcing service provider's management and batch of arranging an order according to class and grade import.
Embodiment 2
As shown in figure 3, a kind of crm system, the basal needs of all clients are oral, written, phone, intercommunication declaration form and
The unified entrance application application of visitor is serviced accordingly, such as reports the processing of category information for repairment, passes through oral, written, phone, intercommunication
The process of category information processing is reported in declaration form application for repairment are as follows:
1. the article sheet that client or owner are reported for repairment needs by oral, written, phone, intercommunication declaration form；
2. projects responsible person order at the appointed time, distribution work order；
3. repairing class person liable processing；
4. project director audits:
5. push note is ceased to customer evaluation, no evaluation by information desk call-on back by phone；
6. terminating service if customer satisfaction；
7. if client is dissatisfied, the process of complaint are as follows:
(1) relevant information is transferred to project general reception desk；
(2) complaint handling responsible person；
(3) project leader audits；
(4) push note is ceased to customer evaluation, no evaluation by project general reception desk call-on back by phone；
(5) complaint service is terminated.
Embodiment 3
As shown in figure 4, a kind of crm system, the basal needs of all clients are oral, written, phone, intercommunication declaration form and
The unified entrance application application of visitor is serviced accordingly, such as by oral, written, phone, intercommunication declaration form application paid service,
Detailed paid service process is shown in Fig. 4.
The modules of entire crm system have different priority assignations, the knowledge and information that employee and client touch
Difference, different stage is inquired between employee content and the business that can be handled are also different, such as in-company permission
It can be checked for general headquarters' level, update national project information；Key city company level checks, updates city company subordinate
Mesh information；Project level permission checks, updates this project information, thus realize the customized specified administrator right of each level, and
The modules of entire crm system realize process monitoring, data record and analysis on line.
The above shows and describes the basic principles and main features of the present invention and the advantages of the present invention.The technology of the industry
Personnel are it should be appreciated that the present invention is not limited to the above embodiments, and the above embodiments and description only describe this
The principle of invention, without departing from the spirit and scope of the present invention, various changes and improvements may be made to the invention, these changes
Change and improvement all fall within the protetion scope of the claimed invention.The claimed scope of the invention by appended claims and its
Equivalent thereof.
Claims (9)
1. a kind of crm system characterized by comprising
Project information module, for recording the various master datas and house file data of each project；
Subscriber Information Module, for recording the basis of client and individuation data in each project；
Customer service module, for handling various problems in client's life and requirement of the processing client to each project and building
View；
Paid service module, for handling the content inside the customer service module for needing to charge；
Task management module, the routine work of the staff for managing each project；
Human resources module manages employee based on the organizational structure of post from strategic angle with performance appraisal；
Knowledge management module establishes knowledge base with the trade and investment promotion property structure of knowledge, study, product for realizing related personnel's knowledge
Tired, shared and recycling；
Message pushing module sends related news to client and internal staff according to the demand of client；
Business handling module, for handling handling for various businesses such as various routine work formalities in client's life；
Reports module, for summarizing other systems inside related data inside crm system and issuing data in a tabular form；
Integration module, for the integrated mating interface with other external systems；
Operation system, for assisting the operation of modules inside crm system.
2. a kind of crm system according to claim 1, it is characterised in that: the operation system includes charging system, store
System, installations and facilities system, parking management system and material system.
3. a kind of crm system according to claim 1, it is characterised in that: the crm system uses tool and right with inside
The unified entrance connection of visitor, the inside are the APP of two groups of different function, the inside using tool and to the unified entrance of visitor
Be respectively provided on the mobile apparatus using tool and to the unified entrance of visitor, the inside using tool include customer information inquiry,
Generation visitor's record list, customer information processing, quality inspection, night watching, Training and Learning, when visitor speed passage through customs application and work order, task pipe
Reason includes guide of action, value-added service, daily service, information bulletin, visitor's reservation, exchange between communities, purchase to the unified entrance of visitor
Object store and gate inhibition's service.
4. a kind of crm system according to claim 1, it is characterised in that: the business handling module includes moving in formality
Handle, fit up check-in, all kinds of certificate acquirings, release permit are handled, meeting room makes a reservation for, property right becomes for access card and parking card etc.
More, office building throw a lease, black or white board for writing temporary accounts or records on, famous brand handle with other business handlings, the business handling process of business handling module is usual are as follows:
1. initiating the business that itself needs to handle by entering business handling module to the unified entrance of visitor in mobile device；
2. submitting data required for transacting business；
3. passing through etc. pending；
4. verifying type of service and client identity；
5. further according to the different related services for handling client before the deadline of business.
5. a kind of crm system according to claim 1, it is characterised in that: the customer service module includes paid service
Module, the paid service module are docked with charging system and material system, and the application of the paid service module can be mouth
Head, written, phone, intercommunication declaration form and to the unified entrance application of visitor.
6. a kind of crm system according to claim 1, it is characterised in that: the relevant information packet of the customer service module
Include complain category information, report for repairment category information, other report thing category informations and suggest consulting praise category information.
7. a kind of crm system according to claim 1, it is characterised in that: the project information module includes item base
Data, building basic data and house foundation data, item base data include geographic information data and Technical Economic Data, room
Toft plinth data include house property information, information of joining a gang, house maintenance archives, house decoration archives, house dynamic file and house
Hire out archives.
8. a kind of crm system according to claim 1, it is characterised in that: the Subscriber Information Module include levels of clients,
Owner's type, owner/business entity/tenant's personal information, the permanent personnel of family/enterprise staff information, emergency contact information,
Information of vehicles, pet information, payment information, individual information and client enrollment information.
9. a kind of crm system according to claim 1, it is characterised in that: the human resources module includes basic information
Manage, management of arranging an order according to class and grade, Individual Performance management, the maintenance of personnel's basic information, personal scheduling, outsourcing service provider management and arrange an order according to class and grade batch lead
Enter.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811147672.XA CN109472618A (en) | 2018-09-29 | 2018-09-29 | A kind of crm system |
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|---|---|---|---|
| CN201811147672.XA CN109472618A (en) | 2018-09-29 | 2018-09-29 | A kind of crm system |
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| Publication Number | Publication Date |
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| CN109472618A true CN109472618A (en) | 2019-03-15 |
Family
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| CN201811147672.XA Pending CN109472618A (en) | 2018-09-29 | 2018-09-29 | A kind of crm system |
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110689458A (en) * | 2019-10-14 | 2020-01-14 | 王德生 | Property management comprehensive supervision system based on knowledge base and construction method thereof |
| CN110796458A (en) * | 2019-10-29 | 2020-02-14 | 北京金融资产交易所有限公司 | Information management system |
| CN111144688A (en) * | 2019-11-22 | 2020-05-12 | 泰康保险集团股份有限公司 | Check-in transaction processing method and device |
| CN111861360A (en) * | 2020-01-20 | 2020-10-30 | 凯诺（青岛）新型建材有限公司 | Customer visit tracking big data analysis and management system |
| CN113112220A (en) * | 2021-03-31 | 2021-07-13 | 湖南建工德顺电子科技有限公司 | Intelligent property management system |
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| CN106408466A (en) * | 2016-09-19 | 2017-02-15 | 山东开创云软件有限公司 | Intelligent community management system |
| CN106557912A (en) * | 2016-11-30 | 2017-04-05 | 安徽金曦网络科技股份有限公司 | Collaborative office system |
| CN108154448A (en) * | 2017-11-16 | 2018-06-12 | 杭州好园科技有限公司 | Wisdom garden total management system |
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| CN101739618A (en) * | 2009-12-21 | 2010-06-16 | 北京世纪互联宽带数据中心有限公司 | Integrated service processing system |
| CN106408466A (en) * | 2016-09-19 | 2017-02-15 | 山东开创云软件有限公司 | Intelligent community management system |
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110689458A (en) * | 2019-10-14 | 2020-01-14 | 王德生 | Property management comprehensive supervision system based on knowledge base and construction method thereof |
| CN110796458A (en) * | 2019-10-29 | 2020-02-14 | 北京金融资产交易所有限公司 | Information management system |
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| CN111861360A (en) * | 2020-01-20 | 2020-10-30 | 凯诺（青岛）新型建材有限公司 | Customer visit tracking big data analysis and management system |
| CN113112220A (en) * | 2021-03-31 | 2021-07-13 | 湖南建工德顺电子科技有限公司 | Intelligent property management system |
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