CN111178952A - System, method and medium for sales lead follow-up and processing for the automotive industry - Google Patents
System, method and medium for sales lead follow-up and processing for the automotive industry Download PDFInfo
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- CN111178952A CN111178952A CN201911328049.9A CN201911328049A CN111178952A CN 111178952 A CN111178952 A CN 111178952A CN 201911328049 A CN201911328049 A CN 201911328049A CN 111178952 A CN111178952 A CN 111178952A
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- 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
- G06Q30/0201—Market modelling; Market analysis; Collecting market data
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- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
- G06F16/21—Design, administration or maintenance of databases
- G06F16/215—Improving data quality; Data cleansing, e.g. de-duplication, removing invalid entries or correcting typographical errors
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- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
- G06F16/22—Indexing; Data structures therefor; Storage structures
Abstract
The invention provides a system, a method and a medium for following and processing sales clues suitable for the automobile industry, comprising the following steps: a thread importing module: the method comprises the steps of collecting network clues in a real-time unified mode, cleaning the clues and formatting data, grading the collected network clues based on car buying intentions, and transferring the graded network clues to a clue distribution module; a thread assignment module: distributing the graded network clues to the follow-up person accounts, and transferring the distributed network clues to a clue follow-up module; a thread follow-up module: and performing follow-up processing and state auditing on the distributed network clues. The invention can effectively help the 4S stores of the dealer to save time cost and improve personnel efficiency in the process of processing the clues, help the DCC (Power grid distribution) department to reasonably make a clue follow-up strategy so as to exert the maximum value of the clues and finally improve the integral store-entering conversion rate of the network clues.
Description
Technical Field
The invention relates to the technical field of calculation and communication, in particular to a system, a method and a medium for following and processing sales clues in the automobile industry.
Background
With the development of mobile internet technology and the popularization of smart phones, the traditional vehicle purchasing decision path changes silently. The number of on-line threads continues to increase, growing explosively in recent years.
As a component of the core of the clue collecting pool of the dealer end, the fluctuation of the on-line clue seriously affects the sales service of the whole dealer. Because the online funding behavior has low cost, the amount of the vertical media thread and the number of the monthly lives are inversely hung, the online thread water injection is serious, the problems of thread counterfeiting of the advertising agent and the like emerge from the water surface, and the normal operation of the DCC service of the dealer is increasingly influenced. In the thread processing and conversion links of the whole automobile industry, only half of the threads which are not obtained in a large amount of original threads are effective, and the three-fold threads can be finally converted into sales opportunities; the average lead entering the store rate of the industry is about 6 percent, and the conversion rate of the whole lead to the deal is less than 2 percent.
The brand end of the vehicle enterprise bears the constant high customer-obtaining cost and the trouble of waste of marketing resource investment. At the same time, the dealer end is also faced with the following pain points:
1. service personnel cannot quickly identify effective clues, the rate of customers inviting to stores is low, the personnel efficiency is low and the human resource cost is increased after the customers invite stores for a long time;
2. the network power consumption Department (DCC) wastes time and labor when following, the store entering and the conversion fluctuation are large, the on-line clue value is lower and lower, and the customer obtaining cost of the DCC is gradually increased;
3. when a power distribution control (DCC) department follows with clues, differentiated service is difficult to achieve, and the service experience of customers is poor.
In the new retail age, the digital transformation of the brand of the vehicle and the enterprise and the distributor is the necessary direction of selection of the market. Under the current market environment, how the car enterprise brand fully operates the special type of funding hidden customers of the grid power marketing, and the method is particularly necessary and urgent to improve the conversion rate of sales leads to the maximum extent.
The reasons for the above problems are mainly as follows:
1. the existing follow-up process always uses a CallCenter call center mode, and the process is inflexible in solidification;
2. the method is characterized in that a self-made report form mode is mainly adopted by a power distribution control (DCC) department for processing clues, time and labor are consumed, and meanwhile, the data records have the risk of loss;
3. a system for a power distribution control (DCC) follow-up clue mainly records clue information and follow-up results, and lacks of effective monitoring, analyzing and improving means for the follow-up process.
Therefore, the follow-up process of the existing whole vehicle sales clue is difficult to improve the efficiency of personnel in work, optimize the follow-up process, adjust the follow-up strategy and supervise and improve the follow-up process.
Patent document CN 109635076a discloses a method, an apparatus, a terminal and a computer-readable storage medium for managing a cable, which mainly focuses on analyzing data in a cable library, and can mark a client coinciding with a client who has already collaborated among target clients as a client who has already collaborated, so as to avoid repeated follow-up of clients by business staff and avoid policy adjustment and process optimization for the cable follow-up process itself.
Patent document CN 110046933a discloses an internet-based automatic screening system for car sales leads, which focuses on the identification and storage of information sources, and selects information sources that meet the requirements of the salespersons before obtaining information, so that the information of the salespersons and customers is matched and integrated, and thus, the policy adjustment and process optimization cannot be brought to the lead follow-up process itself.
Patent document CN 110347665a discloses a method, an apparatus, an electronic device and a storage medium for cleaning a thread, which mainly focuses on the thread cleaning, and belongs to one step in the thread follow-up rather than the whole process of the thread follow-up.
Disclosure of Invention
In view of the deficiencies of the prior art, it is an object of the present invention to provide a system, method and medium for sales lead follow-up and processing for the automotive industry.
The invention provides a sales thread follow-up and processing system suitable for the automobile industry, which comprises:
a thread importing module: the method comprises the steps of collecting network clues in a real-time unified mode, cleaning the clues and formatting data, grading the collected network clues based on car buying intentions, and transferring the graded network clues to a clue distribution module;
a thread assignment module: distributing the graded network clues to the follow-up person accounts, and transferring the distributed network clues to a clue follow-up module;
a thread follow-up module: and performing follow-up processing and state auditing on the distributed network clues.
Preferably, the thread importing module includes:
inputting offline batch network clues in a clue template document importing mode, or inputting offline network clues in a single clue manual importing mode;
carrying out deduplication processing and blacklist filtering processing on the network clues, and grading the clues based on the car buying intention;
deriving a record of historical network cues;
the description of an unrated network thread, the management of network thread documents, and file name changes.
Preferably, the thread assignment module comprises:
the follow-up personnel account for processing the thread allocation task comprises an internet electricity sales manager account for allocating the network thread and an internet electricity sales specialist account for receiving the allocated network thread, and the allocation mode comprises the following steps: intelligent allocation, average allocation, random allocation, or manual allocation;
the intelligent allocation principle comprises the following steps: the actual workload of each power grid sales special member account is kept consistent, the grades are classified according to the historical records of each power grid sales special member account, and the network clue distribution weight comprises the following steps: the car purchasing intention, the grade of the account number of the special online electricity sales person and the actual workload;
the averaging distribution includes: adopting a clue pool batch distribution mode, when the network clues are accumulated to a preset number, distributing the batch of network clues to different power-on sale special account numbers on average through a clue queue channel, wherein one clue queue channel corresponds to one power-on sale special account number;
the random allocation includes: randomly distributing accounts of different net power marketing specialists in a single network cue carousel mode, and after one net power marketing specialist account receives one network cue, waiting for all the net power marketing specialist accounts to receive the same round of network cue and then receiving a new round of network cue;
the manual dispensing includes: and manually distributing network clues through the account number of the power grid sales manager.
Preferably, the thread follow-up module comprises:
and changing the state of the network clue according to the operation of the special account number of the power grid sales person, wherein the changeable state comprises the following steps: waiting for follow-up, return visit and store arrival for the first time;
applying for the state of the network clue according to the operation of the account number of the net telemarketing specialist, wherein the applicable state comprises the following steps: store-to-store confirmations, invalid cues, and combat-defeat cues;
performing state application according to the operation of the network power consumption manager account to perform auditing, and withdrawing the audited network clues;
judging according to the information in the network clue, and adding an ID field in the network information;
merging and displaying a plurality of network clues according to the contact ways in the network clues;
providing clue list presentation, detail presentation of a single network clue, screening and sorting functions.
Preferably, the system for tracking and processing sales leads applicable to the automobile industry further comprises a system management module, and the system management module comprises:
account management: displaying account information; creating an account; modifying account information; setting and resetting an account password; the account is cancelled; activation and deletion; changing the working state of the account;
and (3) authority management: carrying out authorization management on the operation of each account;
portrait label management: managing and setting thread information fields in network threads;
and (3) authorization management: authorizing the service and range provided by the system suitable for the automobile industry sales clue follow-up and processing by adopting an authorization file or an authorization code;
and (3) dosage management: and displaying the calling quantity details and the threshold setting of the system data suitable for the follow-up and processing of the sales clues in the automobile industry.
Preferably, the system for following and processing sales leads applicable to the automobile industry further comprises an information setting module, and the information setting module comprises:
setting an account number: checking and modifying account information;
password setting: setting a password of an account;
setting a head portrait: setting a head portrait of an account;
theme setting: different styles of presentation themes are provided.
Preferably, the system for follow-up and processing of sales leads suitable for the automobile industry further comprises a lead reporting module, and the lead reporting module comprises:
displaying a quantitative index chart related to the network clues according to different topics and information dimensions;
and providing report export and report file downloading.
Preferably, the system for tracking and processing a sales lead suitable for the automobile industry further comprises a data storage module, wherein the data storage module comprises:
storing data related to the network thread ratings in a database;
defining the name, data format and specific code table field of the data code table;
defining the record content of the system operation log;
indexing the real-time data;
and storing system data.
The invention provides a sales lead follow-up and processing method suitable for the automobile industry, which comprises the following steps:
a thread importing step: the method comprises the steps of collecting network clues in a real-time unified mode, cleaning the clues and processing data formatting, grading the collected network clues based on car buying intentions, and transferring the graded network clues to a clue distribution step;
a thread allocation step: distributing the graded network clues to the follow-up person accounts, and transferring the distributed network clues to a clue follow-up step;
a thread following step: and performing follow-up processing and state auditing on the distributed network clues.
According to the present invention, a computer-readable storage medium is provided, in which a computer program is stored, which, when being executed by a processor, carries out the steps of the method as described above.
Compared with the prior art, the invention has the following beneficial effects:
(1) by adopting the method of data cleaning, purification and grading of clues, ineffective clues with low quality are screened out, and high-quality clues are extracted, so that the improvement of the integral store-entering conversion rate of the 4S store of the dealer and the network clues is realized.
(2) By adopting the system intelligent distribution method of the clues, the reasonable distribution of the clues by a DCC (Power distribution control) department of a 4S shop of a dealer is realized, and the distribution strategy is optimized, so that the clue conversion efficiency is improved.
(3) By adopting the thread follow-up and audit processes, the adjustment strategy of the thread follow-up process of the DCC (Power distribution network) department of the 4S shop of the dealer is provided, the thread follow-up efficiency is improved, and the high-quality thread is prevented from being wasted.
(4) The system mode is adopted to collect the relevant data of the whole thread follow-up, so that the whole-process monitoring of the thread information is realized, the DCC (Power grid distribution control) department of the 4S shop of the dealer is helped to master the thread follow-up dynamic state, and an optimization basis is provided for the thread follow-up process and the capacity improvement of the DCC (Power grid distribution control) specialist.
Drawings
Other features, objects and advantages of the invention will become more apparent upon reading of the detailed description of non-limiting embodiments with reference to the following drawings:
FIG. 1 is a block diagram of a system of the present invention;
FIG. 2 is a flow chart of thread import according to the present invention;
FIG. 3 is a flow chart of thread allocation according to the present invention;
fig. 4 is a flow chart of thread follow-up according to the present invention.
Detailed Description
The present invention will be described in detail with reference to specific examples. The following examples will assist those skilled in the art in further understanding the invention, but are not intended to limit the invention in any way. It should be noted that it would be obvious to those skilled in the art that various changes and modifications can be made without departing from the spirit of the invention. All falling within the scope of the present invention.
The system for follow-up and processing of sales clues in the automobile industry provided by the invention adopts a console mode for management and configuration, and is mainly used for management, monitoring and fault location of clients. And the method is used for configuration, effect monitoring and adjustment of the system model. The system can realize local deployment and can also be realized in a SaaS cloud service mode.
The following are the main characteristics of the system:
(1) and a shared external data pool is adopted to ensure that each client can be matched with different data sources in the independent environment of the client.
(2) When the SaaS cloud service mode is adopted, an independent data transmission channel and an independent private database are provided for each customer; an independent algorithmic model.
(3) The data disaster backup adopts a dual-computer hot backup technology, and when the main node is down, the standby node is automatically switched to, so that the high availability of the system is realized.
(4) The data storage adopts a logic backup mode to realize data backup and recovery.
(5) And a disaster recovery mechanism with balanced load is adopted, and if one server is down, the balanced load automatically forwards the request to the other server, so that high availability of the service is realized.
As shown in fig. 1, the present invention provides a system for following and processing a sales lead suitable for the automobile industry, which comprises:
a thread importing module, configured to:
(1) the method comprises the steps of real-time unified acquisition of network clues, clue cleaning and data formatting processing. The data acquisition interface is based on standard TCP, UDP, HTTP, HTTPS, FTP, IPFIX and other network transmission protocols.
(2) And inputting offline batch network clues in a way of importing the clue template documents.
(3) And entering the offline network thread in a mode of manually leading in a single thread. The input process comprises the steps of leading in key information of clues, searching clues for duplication, activating invalid or fighting clues and the like.
(4) The method comprises the steps of network clue deduplication processing and blacklist filtering processing, wherein clues are graded based on the intention of car buying. Wherein the rating result comprises: high/medium/low, excellent/good/medium/poor, 5/4/3/2/1, etc.
(5) The clues that completed the rating are passed to the clue assignment module.
(6) And (4) deriving a historical clue record.
(7) Description of unrated threads, management of thread documents, and file name changes.
A thread allocation module for:
(1) the task of processing the clue distribution is divided into 2 types of accounts, the account of a DCC (Internet power distribution control) manager is responsible for distributing the clue, and the account of a DCC (Internet power distribution control) specialist is responsible for receiving the distributed clue.
(2) The clues are assigned to the following person accounts in a systematic way. The DCC (grid distribution control) manager account may select the distribution mode according to the actual working environment. The system distribution mode comprises the following steps: intelligent allocation, average allocation, random allocation.
(3) The intelligent distribution mode of the system is realized by combining the business rules with the algorithm model. The distribution is based on the following basic principles: 1) the actual workload of each DCC (grid distribution control) specialist is kept consistent. 2) And collecting historical clues follow-up records of each DCC (grid distribution control) specialist, and dividing the DCC (grid distribution control) specialist according to the capability grade. 3) The optimal allocation proportion is obtained according to the intention level of the clue, the capacity of the DCC (grid distribution control) special member, the actual workload of the DCC (grid distribution control) special member and other weight factors.
(4) The system average distribution mode is realized by adopting a thread pool batch distribution mode, when the threads are accumulated to a certain number, the batch of threads are averagely distributed to different DCC (power distribution control) specialists through a thread queue channel. One of the thread queue channels corresponds to one DCC (power distribution control) specialist account.
(5) The system random distribution mode adopts a single thread carousel mode to distribute to different DCC (power distribution network) special account numbers at random. When one DCC (Internet Power distribution network) special member account receives a clue, the DCC (Internet Power distribution network) special member account needs to wait for receiving the clue of the same round and then receives a new round of clue.
(6) The clues are manually assigned to DCC (power grid distribution) specialist accounts. The DCC (grid distribution control) manager adjusts the thread allocation proportion of each thread intention grade according to the actual working condition of each DCC (grid distribution control) specialist.
(7) And after the clue distribution mode is determined, counting the historical clue quantity and store-entering quantity of the last 6 months, and predicting the store-entering rate of the existing clue distribution mode according to the current clue distribution mode and the historical native store-entering rate. The DCC (grid distribution control) manager can adjust the thread distribution according to the prediction result.
(8) The clues of daily non-working time are accumulated in a clue pool and are uniformly distributed at 00:00 of the next day, and the system automatically adjusts the distribution proportion of the clues of the day after the distribution.
(9) Thread allocation overview, the thread allocation conditions of different levels of individual DCC (power grid distribution) specialist accounts are checked. Wherein the thread allocation list shows information such as rating intention, customer information, source channel, distance to store, investment time, follow-up personnel, batch allocation, etc.
(10) The allocated thread is forwarded to the thread follow-up module.
A thread follow-up module for:
(1) the follow-up processing of the distributed clues is processed by the account number of each DCC (Power grid distribution control) specialist. Treatments are classified into 2 types: 1) the thread state changes. The changeable thread state types are: waiting for follow-up, return visit and store arrival for the first time; 2) and applying for the thread state. The applicable thread state types are: store-to-store confirmations, invalid cues, battle-defeat cues. Wherein, each DCC (Internet control center) special account can only see the clue of self-follow-up processing and can not modify the states of invalid applied, battle failure applied, confirmation of arrived store and clue of entering store.
(2) Has been audited by the state of the follow-up thread. Processed by a DCC (grid power distribution) manager account. Treatments are classified into 2 types: 1) and checking applications submitted by DCC (Power distribution control) professionals to store confirmation clues, invalid clues and combat-defeat clues. 2) And withdrawing the audited thread. Wherein DCC (Internet data center) managers can see clues of accounts of all DCC (Internet data center) special members and can not modify the states of clues of first-time follow-up, return visit, store waiting and store entering.
(3) And repeating the logic processing and foreground display of the clues. 1) Logic processing: and judging according to the sum of six fields of contact information, intention vehicle series, dealers, source channels, system time, thread state and the like in the thread information. Adding a thread ID field on the thread record after judgment, and using the thread ID field for identifying and storing threads in a system background; 2) foreground display: and merging and displaying the plurality of clues according to the contact ways in the clue information. After merging, a thread record shows the word "close" at the head of the thread. The conjunction marks a clue continuously and disappears according to the change of the state of the clue. For the merged displayed clues, the information of the clues that enter the system later does not cover the information displayed by the current clue. And adding field values to the intention vehicle system and the source channel of the current clue by the clue entering the system.
(4) And displaying the clue list. The exposure information includes rating intent, contact, intent car series, distance to store, source channel, funding time, and operation type. If the first thread to be followed is not followed after time out, the front end of the thread displays the word 'super'. Timeout definition: (current time-investment time) > follow-up time limit, the follow-up time limit defaults to 8h and can be modified according to the requirement of thread processing. The first clue list to be followed is sorted according to the descending order of the rating intention by default, and is sorted according to the funding time in ascending order if the intention is the same.
(5) And (5) screening threads. DCC (grid distribution control) managers and professionals can screen the cable in the cable list according to the field information of the cable. Field screening supports multi-field checking. After the selection of the screening conditions, the screening results can be checked. The screening fields mainly comprise: rating intent, intent vehicle series, source channel, etc.
(6) And (5) sorting the threads. DCC (grid distribution control) managers and professionals can order threads in a thread list based on the individual field information of the thread. The clue information fields are out of order by default and can be subjected to descending and ascending operations, and clues are clustered according to the sorting result.
(7) Detailed presentation of a single thread and thread state handling. 1) And (3) displaying thread details: and entering clue details through the clue list, and checking basic information, client images, clue states and time axis information of the clues. Wherein basic information column includes: customer name, intended vehicle system, channel category, contact information, and remaining time. Wherein the customer representation field includes: distance from the store, work area, active city, whether to go to a competitive product store, whether to go to other stores in the same city, gender, age group, recommended follow-up time, whether to present a change purchase, concern about a competitive product car series, car-buying focus, 90-day price-inquiring car series, car-buying purpose, and the like. Wherein the thread status bar comprises: thread level, follow-up status, follow-up notes, follow-up time, etc. Wherein, the time-light axis shows a record of the information change of a clue in the system from near to far according to the time sequence, which comprises the following steps: record generation module, role account, change item, change content, remark, etc. 2) And (3) processing thread states: DCC (Power grid distribution control) managers and professionals complete the state change of a thread in the thread state column. Wherein the thread level field change entry comprises: h (within 7 days), A (within 1 month), B (within 3 months), C (within half a year), D (pending), N (invalid), F (battle failure). Wherein the thread state change item comprises: waiting for return visit, waiting for arrival at a store, arrival at a store for reception, applying for invalidation, applying for battle failure, arrival at a store for confirmation, invalidation audit, battle failure audit and the like. The reasons for the inefficiency include: withholding but no car purchase plan, withholding, cross-district, empty/shutdown/unavailable, refused/refused to visit more than three times, ticket collision, ordered/purchased car, two-network consultation, other dealer price inquiry, after-sale/second-hand car/complaint consultation, helping to ask car not to keep a car phone call, base machine no extension number, dark call, wrong number/not oneself. Wherein the reasons for the defeat include: dissatisfaction with vehicle configuration, dissatisfaction with vehicle appearance, dissatisfaction with vehicle color, dissatisfaction with vehicle interior trim, dissatisfaction with vehicle handling, dissatisfaction with vehicle space, high maintenance cost, strong recent sales promotion and aggression of competitive products, customer driving on competitive product shape, obvious superiority of competitive products for delay and guarantee, obvious superiority of competitive products for financial products, dissatisfaction with financial schemes, dissatisfaction with quotes, dissatisfaction with additional consumption, purchase of other new vehicles, purchase of other second-hand vehicles, dissatisfaction with service, disapproval of credit/press-off, non-solicitation of foreign customers, insufficient fund budget, no license plate index, too far location, cancellation of vehicle purchase plan, insufficient budget, etc. The remark is manually input into the information column for the operator to explain the clue processing situation. The following time is defaulted to automatically position the next following specific time according to the thread level, and the operator can also define the next following time by self.
(8) And (5) performing thread activation processing. When a thread is newly entered by the system, the value of the affiliation field of the new thread is already present in the system, and the latest follow-up status is invalid or out of war, then the system defines the thread as an active thread, and displays the "laser" word at the very front of the thread. The special case of the thread record with the word "laser" is a new thread record, and the thread record is in a state of "waiting for follow-up for the first time" and is processed according to a new thread follow-up flow.
(9) And (5) processing the clues again. When a thread is newly input into the system, the value of the contact information field of the new thread is already present in the system, and the latest follow-up state is store entry, the thread is a guest-holding and resource-reserving thread, and the head end of the thread displays a 'holding' word. The special case of the thread record with the word of 'guaranty' is a new thread record, and the thread record is in a state of 'waiting for follow-up for the first time', and is processed according to a new thread follow-up flow.
Fourthly, a system management module, which is used for:
(1) and (5) account management. The account role types include the following 3 types: a system administrator, a DCC (grid distribution control) manager and a DCC (grid distribution control) specialist. The method has the following functions: 1) displaying account information, wherein the information comprises: employee job number, employee name, account role, employee level, contact, work status, etc. 2) And (4) account number creation. 3) And (5) account information modification. 4) Setting and resetting an account password. 5) Account logout, activation and deletion. 6) The change of the working state of the account comprises the following steps: working on duty, vacation, logout.
(2) And (5) managing role authority. The types of permissions are divided into readable and readable-writable. And performing operation authorization on the following options according to the role type: batch import, manual rating, thread allocation setting, redistribution, thread follow-up, thread audit, thread report setting, account setting, role authority management, portrait label management, authorization management and dosage details.
(3) And managing the portrait label. The operation types are classified into display and non-display. For managing the setting of thread information fields in thread details. The settable information fields include: the system comprises the following components of a local store distance, a working area, an active city, whether a competitive product store is visited or not, whether other stores in the same city are visited or not, gender, age group, recommended follow-up time, whether a change purchase is given or not, a competitive product vehicle series is concerned, a vehicle purchasing point, a 90-day price inquiry vehicle type, vehicle purchasing purposes and the like.
(4) And (5) authorization management. The authorization for the service and range provided by the system is realized in the form of authorization files or authorization codes. Wherein the authorization content includes: service type, service account number, service authority, service cost, service mode, service scope, service deadline, and the like. Wherein the authorization information includes: service expiration date, data call volume, system version, data interface version, model version, portrait label, etc.
(5) And (5) managing the use amount. And the method is used for displaying the details of the system data call quantity and the threshold setting. Wherein the detail information includes: thread issuing time, thread issuing quantity, thread request quantity, thread rating quantity, system service duration, system service rate and the like.
And fifthly, an information setting module for:
(1) and setting an account number. And the method is used for viewing and modifying the current account information. The account information comprises: employee name, employee job number, contact details, and the like.
(2) And setting the password. The method is used for initial setting and resetting of the account password.
(3) Setting a head portrait. The method is used for setting and resetting the account head portrait.
(4) And setting a theme. The system provides different styles of display themes for editing and selecting the themes.
Sixthly, a display operation module for:
(1) the system adopts a client-side mode to browse and operate information. The client side form comprises: web browser, H5 page, wechat applet, wechat enterprise number, mobile APP, etc.
(2) And logging in and logging out the system. When logging in the system, the account name and the password are required to be input.
(3) DCC (network distribution control) managers and DCC (network distribution control) specialists browse home page information. The browsing information includes: to-be-processed information, KPI (Key performance indicator) completion information, department/personal performance information, clue follow-up conversion information and the like.
(4) And (5) a system navigation bar. The navigation bar helps a user to quickly position the system function and is divided into a first-level navigation bar and a second-level navigation bar. Wherein one level of navigation fence includes: home page, thread management, thread report, system setup, etc. Wherein the secondary navigation bar includes: thread import, thread distribution, thread follow-up, account management, role authority management, portrait label management, authorization management, usage management, etc.
Seventhly, a clue reporting module for:
(1) and displaying the quantitative index chart related to the clues according to different subjects and information dimensions. Wherein the report topic includes: thread quality analysis, thread distribution analysis, thread transformation analysis, thread follow-up monitoring, invalidation/battle failure reason analysis, employee performance analysis, and the like.
(2) And the report exporting function provides report exporting and report file downloading. The file format comprises: PNG, JPEG, PDF, Excel, etc.
Eighthly, a data storage module, which is used for:
(1) a series of data relating to network cue ratings is stored in a database. Defining data table command, data format and code table information. And maintaining the data circulation of each functional module in the system.
(2) The name, data format and specific code table field of the data code table are defined.
(3) And defining the record content of the system operation log.
(4) High concurrency real-time data indexing.
(5) And storing system data. Wherein the data types include: system data, background management data, log data, thread follow-up data, model data, external data, and the like.
Fig. 2 is a flow chart of the operation of the thread importing module of the present system. And (4) introducing an account operation thread of a DCC (Power grid control) specialist. The thread import is divided into 2 operation processing links of manual input and batch import.
Wherein the manual entry operation flow is as follows:
(1) and (4) a clue duplication checking step, namely judging whether the input clue is stored in the system. If not, entering a clue entering step.
(2) And if the system does not exist, entering a clue entering step. And finishing the clue input after the clue information is input. And entering a clue rating step after the clue is input, and finally finishing the clue rating.
(3) If the system exists, entering a thread activating step. After the thread is activated, it is passed to the thread to be allocated of the thread follow-up module.
Wherein the operation flow is imported in batches:
(1) and determining the entrance of the batch import clue through a standard template downloading or channel selecting step.
(2) At the entrance, the batch thread document to be imported is uploaded. If the uploading is successful, the uploading is finished; if not, uploading again.
(3) And after the batch clue is uploaded, a clue rating step is carried out, and finally batch clue rating is finished.
After the clues are graded, the clues are transferred to a clue distribution module.
Fig. 3 is a flow chart of the operation of the thread assignment module of the present system. The DCC (Internet data center) manager account and the DCC (Internet data center) specialist account can operate the thread leading-in step. The thread import is divided into 3 operation processing links of a thread to be distributed, a distributed thread and a distribution overview. Where the allocation overview looks at the overall situation of thread allocation.
Wherein the thread operation flow to be distributed comprises the following steps:
(1) and selecting an allocation mode, namely single allocation or batch allocation.
(2) A follow-up person is selected.
(3) The allocation is completed.
Wherein thread operations are assigned.
(1) And redistributing the single clue, selecting the follow-up personnel and finishing the distribution.
(2) And redistributing the bulk clues, selecting follow-up personnel and finishing the distribution.
(3) Entering a system allocation step, selecting a system allocation rule, saving the setting, and waiting for the system to be effective.
(4) Under the system allocation step, the native store-in rate is set and the clue allocation prediction is reviewed.
After the thread allocation, the thread is transferred to a thread follow-up module.
Fig. 4 is a flow chart of the thread follow-up operation of the system. A following step of the account operation clue of a DCC (Internet power distribution control) specialist, and an auditing step of the account operation clue of a DCC (Internet power distribution control) manager.
Wherein the thread follow-up operation flow:
(1) the new thread or the activated thread enters follow-up state information in the thread details, and the thread enters a step to be revisited or an invalid step is applied.
(2) And continuously inputting follow-up state information in the thread details in the step of waiting for return visit, and entering the step of waiting for store, the step of applying for invalidation or the step of applying for combat defeat by the thread.
(3) Waiting for the entry of follow-up status information in the details of the line call in the store step, the line call proceeds to the store confirmation step.
Wherein the thread auditing operation flow comprises the following steps:
(1) in the step of applying for invalidation, the thread becomes an invalid thread after the audit is passed. After rejection, the thread is returned to the previous processing step by default, and the thread can also be redistributed.
(2) And in the step of applying for the battle failure, the thread is changed into the battle failure thread after the examination is passed. After rejection, the thread is returned to the previous processing step by default, and the thread can also be redistributed.
(3) The thread is confirmed in the store, and the thread becomes the thread of the store after the audit is passed.
The network thread follow-up and processing work is mainly taken charge of by a DCC (Power grid distribution control) department of a 4S shop of an automobile industry dealer. The general DCC department will first obtain the original network clue from the network vertical media channel, and then transmit the clue information to the system through the network encryption transmission interface. The following examples were processed by the present system.
(1) When the DCC (Power grid distribution) department leads in the clues, the invalid clues can be screened out through the clue purification function. The reasons for invalid clues are: wrong mobile phone number, abnormal mobile phone number, no mobile phone number on the internet and the like. By the system, the identification rate of invalid clues is generally more than 95%, and the clue cleaning proportion reaches 5-10%. Helping the DCC (power grid sales) department save follow-up processing time for a large number of invalid threads.
(2) Through the thread rating function of the system, DCC (Power on demand) professionals can be helped to identify high-quality threads, waste of the high-quality threads is avoided, the store entering rate of the high-quality threads is 2-3 times that of the original threads, and the dealer 4S store can be effectively helped to improve the conversion rate of the whole network thread to the store by 20-30%.
(3) More clue allocation strategies are provided, so that a DCC manager is helped to allocate clues from random allocation to intelligent allocation, and good clues are allocated to employees with strong capacity (high historical clue conversion rate) so as to achieve efficiency maximization. With reasonably assigned cues, overall in-store conversion can be improved by 30% based on average.
(4) Through the clue follow-up, the audit flow that this system provided to collect the total follow-up process data, can help DCC (net power distribution) department to standardize the clue and follow-up work, effectively monitor, manage the follow-up condition of clue, promote the efficiency of clue conversion, avoid having the possible clue of conversion simultaneously because the carelessness in the follow-up process is wasted.
(5) The system can be integrated with the marketing system of DCC (grid distribution control) department. The method can collect communication data of the telephone fixed-line phone, the mobile phone conversation and the mobile terminal instant chat, is used for feeding back and analyzing the quality and the problem of the thread conversion process, and provides an optimization basis for the thread follow-up process and the capacity improvement of DCC (Power over coax) personnel.
Through a plurality of embodiments of the system, the system can effectively help the 4S store of the dealer to save time and cost and improve the personnel efficiency in the process of processing the clues, help the DCC (Power grid distribution) department to reasonably make a clue follow-up strategy so as to exert the maximum value of the clues, and finally improve the integral store-entering conversion rate of the network clues.
On the basis of the system for following and processing the sales clues suitable for the automobile industry, the invention also provides a method for following and processing the sales clues suitable for the automobile industry, which comprises the following steps:
a thread importing step: and carrying out real-time unified acquisition, clue cleaning and data formatting treatment on the network clues, grading the acquired network clues based on the car buying intention, and transferring the graded network clues to a clue distribution step.
A thread allocation step: and assigning the ranked network clues to the follow-up person accounts, and transferring the assigned network clues to a clue follow-up step.
A thread following step: and performing follow-up processing and state auditing on the distributed network clues.
According to the present invention, a computer-readable storage medium is provided, in which a computer program is stored, which, when being executed by a processor, carries out the steps of the method as described above.
Those skilled in the art will appreciate that, in addition to implementing the system and its various devices, modules, units provided by the present invention as pure computer readable program code, the system and its various devices, modules, units provided by the present invention can be fully implemented by logically programming method steps in the form of logic gates, switches, application specific integrated circuits, programmable logic controllers, embedded microcontrollers and the like. Therefore, the system and various devices, modules and units thereof provided by the invention can be regarded as a hardware component, and the devices, modules and units included in the system for realizing various functions can also be regarded as structures in the hardware component; means, modules, units for performing the various functions may also be regarded as structures within both software modules and hardware components for performing the method.
The foregoing description of specific embodiments of the present invention has been presented. It is to be understood that the present invention is not limited to the specific embodiments described above, and that various changes or modifications may be made by one skilled in the art within the scope of the appended claims without departing from the spirit of the invention. The embodiments and features of the embodiments of the present application may be combined with each other arbitrarily without conflict.
Claims (10)
1. A system for tracking and processing sales leads for the automotive industry, comprising:
a thread importing module: the method comprises the steps of collecting network clues in a real-time unified mode, cleaning the clues and formatting data, grading the collected network clues based on car buying intentions, and transferring the graded network clues to a clue distribution module;
a thread assignment module: distributing the graded network clues to the follow-up person accounts, and transferring the distributed network clues to a clue follow-up module;
a thread follow-up module: and performing follow-up processing and state auditing on the distributed network clues.
2. The system for automotive sales lead follow-up and processing according to claim 1, wherein the lead importing module comprises:
inputting offline batch network clues in a clue template document importing mode, or inputting offline network clues in a single clue manual importing mode;
carrying out deduplication processing and blacklist filtering processing on the network clues, and grading the clues based on the car buying intention;
deriving a record of historical network cues;
the description of an unrated network thread, the management of network thread documents, and file name changes.
3. The system for automotive sales lead follow-up and processing according to claim 1, wherein the lead assignment module comprises:
the follow-up personnel account for processing the thread allocation task comprises an internet electricity sales manager account for allocating the network thread and an internet electricity sales specialist account for receiving the allocated network thread, and the allocation mode comprises the following steps: intelligent allocation, average allocation, random allocation, or manual allocation;
the intelligent allocation principle comprises the following steps: the actual workload of each power grid sales special member account is kept consistent, the grades are classified according to the historical records of each power grid sales special member account, and the network clue distribution weight comprises the following steps: the car purchasing intention, the grade of the account number of the special online electricity sales person and the actual workload;
the averaging distribution includes: adopting a clue pool batch distribution mode, when the network clues are accumulated to a preset number, distributing the batch of network clues to different power-on sale special account numbers on average through a clue queue channel, wherein one clue queue channel corresponds to one power-on sale special account number;
the random allocation includes: randomly distributing accounts of different net power marketing specialists in a single network cue carousel mode, and after one net power marketing specialist account receives one network cue, waiting for all the net power marketing specialist accounts to receive the same round of network cue and then receiving a new round of network cue;
the manual dispensing includes: and manually distributing network clues through the account number of the power grid sales manager.
4. The system for automotive sales lead follow-up and processing as claimed in claim 1, wherein the lead follow-up module comprises:
and changing the state of the network clue according to the operation of the special account number of the power grid sales person, wherein the changeable state comprises the following steps: waiting for follow-up, return visit and store arrival for the first time;
applying for the state of the network clue according to the operation of the account number of the net telemarketing specialist, wherein the applicable state comprises the following steps: store-to-store confirmations, invalid cues, and combat-defeat cues;
performing state application according to the operation of the network power consumption manager account to perform auditing, and withdrawing the audited network clues;
judging according to the information in the network clue, and adding an ID field in the network information;
merging and displaying a plurality of network clues according to the contact ways in the network clues;
providing clue list presentation, detail presentation of a single network clue, screening and sorting functions.
5. The system for automotive lead follow-up and processing as claimed in claim 1, wherein the system for automotive lead follow-up and processing further comprises a system management module, the system management module comprising:
account management: displaying account information; creating an account; modifying account information; setting and resetting an account password; the account is cancelled; activation and deletion; changing the working state of the account;
and (3) authority management: carrying out authorization management on the operation of each account;
portrait label management: managing and setting thread information fields in network threads;
and (3) authorization management: authorizing the service and range provided by the system suitable for the automobile industry sales clue follow-up and processing by adopting an authorization file or an authorization code;
and (3) dosage management: and displaying the calling quantity details and the threshold setting of the system data suitable for the follow-up and processing of the sales clues in the automobile industry.
6. The system for automotive lead follow-up and processing as claimed in claim 1, wherein the system for automotive lead follow-up and processing further comprises an information setting module, the information setting module comprising:
setting an account number: checking and modifying account information;
password setting: setting a password of an account;
setting a head portrait: setting a head portrait of an account;
theme setting: different styles of presentation themes are provided.
7. The system for automotive lead follow-up and processing as claimed in claim 1, wherein the system for automotive lead follow-up and processing further comprises a lead reporting module, the lead reporting module comprising:
displaying a quantitative index chart related to the network clues according to different topics and information dimensions;
and providing report export and report file downloading.
8. The system for automotive lead follow-up and processing as claimed in claim 1, wherein the system for automotive lead follow-up and processing further comprises a data storage module, the data storage module comprising:
storing data related to the network thread ratings in a database;
defining the name, data format and specific code table field of the data code table;
defining the record content of the system operation log;
indexing the real-time data;
and storing system data.
9. A method for following and processing sales leads suitable for the automotive industry, comprising:
a thread importing step: the method comprises the steps of collecting network clues in a real-time unified mode, cleaning the clues and processing data formatting, grading the collected network clues based on car buying intentions, and transferring the graded network clues to a clue distribution step;
a thread allocation step: distributing the graded network clues to the follow-up person accounts, and transferring the distributed network clues to a clue follow-up step;
a thread following step: and performing follow-up processing and state auditing on the distributed network clues.
10. A computer-readable storage medium, in which a computer program is stored which, when being executed by a processor, carries out the steps of the method as claimed in claim 9.
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