CN112036918A - Customer relationship information management system - Google Patents
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- CN112036918A CN112036918A CN201910480557.2A CN201910480557A CN112036918A CN 112036918 A CN112036918 A CN 112036918A CN 201910480557 A CN201910480557 A CN 201910480557A CN 112036918 A CN112036918 A CN 112036918A
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Abstract
The invention discloses a customer relationship information management system in the technical field of business management, which comprises a new customer management system, an old customer management system, a customer information input system, a service docking system, a customer service management system and a customer information cloud storage system; the new customer management system is used for matching and butting the distributed customer service personnel with the customer who performs service handling for the first time; the old customer management system is used for establishing connection between past appointed customer service personnel and old users and transacting business for the customers; the client information entry system is used for a client to contact related customer service personnel through different service channels according to past cooperation conditions.
Description
Technical Field
The invention relates to the technical field of business management, in particular to a customer relationship information management system.
Background
The Customer Relationship Management (CRM) system is centered on customer data management, utilizes information science and technology to realize automation of activities such as marketing, sales and service, establishes a system for collecting, managing, analyzing and utilizing customer information, and helps enterprises to realize a customer-centered management mode. The customer relationship management is a management idea and a software technology; the main functions of CRM include: the system comprises a client/potential client, a sales opportunity, a sales target, order management, logistics/express tracking, exhibition management, an address list, online customer service, product/order maintenance, client complaint information, a sales report, custom extension fields of various functions aiming at different client requirements and custom report configuration.
When the existing customer relationship management system performs service consultation and reception management on customers, because the consultation levels of new and old customers are different, the old customers cannot know the past service handling conditions, the customers are easily lost when being received blindly, and when the customer flow is large, the customer reception is easily disordered due to unreasonable task allocation.
Based on this, the invention designs a customer relationship information management system to solve the above problems.
Disclosure of Invention
The invention aims to solve the problems that when a current customer relationship management system carries out service consultation reception management on a customer, the customer is easily lost due to different consultation levels of a new customer and an old customer and the past service handling condition of the old customer is not known, and the customer reception is easily disordered due to unreasonable task allocation when the customer flow is large.
In order to achieve the purpose, the invention adopts the following technical scheme:
a customer relationship information management system comprises a new customer management system, an old customer management system, a customer information input system, a service docking system, a customer service management system and a customer information cloud storage system;
the new customer management system is used for matching and butting the distributed customer service personnel with the customer who performs service handling for the first time;
the old customer management system is used for establishing connection between past appointed customer service personnel and old users and transacting business for the customers;
the client information input system is used for a client to contact related customer service personnel through different service channels according to past cooperation conditions;
the service docking system is used for automatically and randomly distributing the customer information to customer service personnel with less business volume when receiving the related new customer information;
the customer service management system is used for distributing the new customers according to the quantity through the relevant butt joint state of each customer service worker;
and the client information cloud storage system is used for automatically backing up and storing the information of the new and old clients which are butted.
Preferably, the new customer management system and the old customer management system can both perform contract signing and collaborative intention filling with customers and load the customer information cloud storage system.
Preferably, the customer information entry system comprises a customer information adding module and a customer service information query module;
the client information adding module is used for filling the service requirement information of the new client to match with the corresponding customer service waiters;
and the customer service information query module is used for automatically querying relevant customer service personnel to carry out matching reception work on the customers according to the relevant service customer service information recorded by the old customers.
Preferably, the service docking system comprises an old customer matching and switching module and a new customer matching and switching module;
the old customer matching switching module is used for automatically searching out related past reception customer service for corresponding reception according to the related customer information filled by the old customer;
and the new customer matching switching module is used for automatically matching the relevant customer service in an idle state for docking after the customer fills the relevant customer information.
Preferably, the old customer matching and switching module comprises a customer information viewing module and a past information acquisition module;
the client information viewing module is used for realizing that the customer service personnel can review the received content according to the related client resources;
and the past information acquisition module is used for automatically retrieving the past record information according to the personal information input by the client.
Preferably, the customer service management system comprises a customer service docking module, a customer service state acquisition module, a new customer allocation docking module and a service recording module;
the customer service docking module is used for the relevant customer service personnel to carry out docking work on each new customer and each old customer;
the customer service state acquisition module is used for acquiring the service state of the customer service in the butt joint;
the new customer distribution docking module is used for automatically searching related idle customer service personnel to carry out reception work on the new customer according to the service state of the related customer service;
and the service recording module is used for automatically filling the service condition of the customer service staff after the customer service staff completes the reception, and uploading and backing up the customer information cloud storage system.
Compared with the prior art, the invention has the following beneficial effects: the invention can facilitate the matching reception work of related workers by respectively establishing the service management channels for providing new and old clients, avoids the confusion phenomenon in the reception process, further avoids the loss of the related clients, can effectively reduce a large amount of waiting time generated when the clients perform business consultation, and improves the rapidity of the business consultation.
Drawings
The invention is described in further detail below with reference to the following figures and detailed description:
FIG. 1 is a schematic structural view of the present invention as a whole;
FIG. 2 is a system architecture diagram of the customer information entry system of the present invention;
FIG. 3 is a block diagram of the customer service interface of the present invention.
Detailed Description
The following description of the embodiments of the present invention is provided for illustrative purposes, and other advantages and effects of the present invention will become apparent to those skilled in the art from the present disclosure.
Please refer to fig. 1 to 3. The invention provides a technical scheme that: a customer relationship information management system comprises a new customer management system, an old customer management system, a customer information input system, a service docking system, a customer service management system and a customer information cloud storage system;
the new customer management system is used for matching and butting the distributed customer service personnel with the customer who performs service handling for the first time;
the old customer management system is used for establishing connection between past appointed customer service personnel and old users and transacting business for the customers;
the client information input system is used for a client to contact related customer service personnel through different service channels according to past cooperation conditions;
the service docking system is used for automatically and randomly distributing the customer information to customer service personnel with less business volume when receiving the related new customer information;
the customer service management system is used for distributing the new customers according to the quantity through the relevant butt joint state of each customer service worker;
and the client information cloud storage system is used for automatically backing up and storing the information of the new and old clients which are butted.
It should be noted that, when the CRM system is used to perform the docking operation with the customer, because the business information of the new and old customers is different, after the customer logs in the system, the customer can fill in the personal related information, and then the customer information is determined according to the new and old customer management system, when the customer is determined as an old customer, the docking window is automatically transferred to the related customer service staff who is already docked by the docking management system for docking, and when the customer is a new customer, the new customer is automatically docked to the customer service staff who is in an idle state according to the related service state of the customer service end, so that the matching management of the new and old customers is improved.
In a further implementation mode, the new customer management system and the old customer management system can both sign contracts with customers and fill in cooperative intentions and load the customer information cloud storage system;
the method and the system can conveniently arrange the relevant customer information after the docking is finished so as to facilitate the next re-reception of the relevant customer and the distribution work of the relevant customer service.
In a further embodiment, the customer information entry system comprises a customer information adding module and a customer service information query module;
the client information adding module is used for filling the service requirement information of the new client to match with the corresponding customer service waiters;
the customer service information inquiry module is used for automatically inquiring relevant customer service personnel to carry out matching reception work on the customers according to the relevant service customer service information recorded by the old customers;
the system can be convenient for old clients who are taken care of through related customer services to automatically and directly butt with past butted customer service staff under the condition of avoiding waiting.
In a further embodiment, the service docking system comprises an old customer matching and switching module and a new customer matching and switching module;
the old customer matching switching module is used for automatically searching out related past reception customer service for corresponding reception according to the related customer information filled by the old customer;
the new customer matching switching module is used for automatically matching the relevant customer service in an idle state for docking after the customer fills the relevant customer information;
the method can quickly match related idle customer service personnel to carry out butt joint work on the generated new customers, and can improve the rationalization distribution under the customer service reception.
In a further embodiment, the old customer matching and switching module comprises a customer information viewing module and a past information acquisition module;
the client information viewing module is used for realizing that the customer service personnel can review the received content according to the related client resources;
the past information acquisition module is used for automatically retrieving the past record information according to the personal information input by the client;
customer service personnel who dock old customer can retrieve the high in the clouds according to customer information, inquire the past service information of relevant customer to the efficiency of docking to relevant customer that can be better improves.
In a further embodiment, the customer service management system comprises a customer service docking module, a customer service state acquisition module, a new customer allocation docking module and a service recording module;
the customer service docking module is used for the relevant customer service personnel to carry out docking work on each new customer and each old customer;
the customer service state acquisition module is used for acquiring the service state of the customer service in the butt joint;
the new customer distribution docking module is used for automatically searching related idle customer service personnel to carry out reception work on the new customer according to the service state of the related customer service;
the service recording module is used for automatically filling the service condition of the customer service staff after the customer service staff completes the reception, and uploading and backing up the customer information cloud storage system;
after the customer service staff complete the butt joint of the relevant customers, the relevant butt-jointed customer service information is edited and stored to the cloud for storage, so that the safety of customer data information storage can be improved.
It should be understood that the structures, ratios, sizes, and the like shown in the drawings and described in the specification are only used for matching with the disclosure of the specification, so as to be understood and read by those skilled in the art, and are not used to limit the conditions under which the present invention can be implemented, so that the present invention has no technical significance, and any structural modification, ratio relationship change, or size adjustment should still fall within the scope of the present invention without affecting the efficacy and the achievable purpose of the present invention. In addition, the terms "upper", "lower", "left", "right", "middle" and "one" used in the present specification are for clarity of description, and are not intended to limit the scope of the present invention, and the relative relationship between the terms and the terms is not to be construed as a scope of the present invention.
The foregoing embodiments are merely illustrative of the principles and utilities of the present invention and are not intended to limit the invention. Any person skilled in the art can modify or change the above-mentioned embodiments without departing from the spirit and scope of the present invention. Accordingly, it is intended that all equivalent modifications or changes which can be made by those skilled in the art without departing from the spirit and technical spirit of the present invention be covered by the claims of the present invention.
Claims (6)
1. A customer relationship information management system characterized by: the system comprises a new customer management system, an old customer management system, a customer information input system, a service docking system, a customer service management system and a customer information cloud storage system;
the new customer management system is used for matching and butting the distributed customer service personnel with the customer who performs service handling for the first time;
the old customer management system is used for establishing connection between past appointed customer service personnel and old users and transacting business for the customers;
the client information input system is used for a client to contact related customer service personnel through different service channels according to past cooperation conditions;
the service docking system is used for automatically and randomly distributing the customer information to customer service personnel with less business volume when receiving the related new customer information;
the customer service management system is used for distributing the new customers according to the quantity through the relevant butt joint state of each customer service worker;
and the client information cloud storage system is used for automatically backing up and storing the information of the new and old clients which are butted.
2. The customer relationship information management system according to claim 1, wherein: and the new customer management system and the old customer management system can carry out contract signing and collaborative intention filling with customers and load the customer information cloud storage system.
3. The customer relationship information management system according to claim 1, wherein: the customer information input system comprises a customer information adding module and a customer service information query module;
the client information adding module is used for filling the service requirement information of the new client to match with the corresponding customer service waiters;
and the customer service information query module is used for automatically querying relevant customer service personnel to carry out matching reception work on the customers according to the relevant service customer service information recorded by the old customers.
4. The customer relationship information management system according to claim 1, wherein: the service docking system comprises an old customer matching and switching module and a new customer matching and switching module;
the old customer matching switching module is used for automatically searching out related past reception customer service for corresponding reception according to the related customer information filled by the old customer;
and the new customer matching switching module is used for automatically matching the relevant customer service in an idle state for docking after the customer fills the relevant customer information.
5. The customer relationship information management system according to claim 4, wherein: the old customer matching and switching module comprises a customer information viewing module and a past information acquisition module;
the client information viewing module is used for realizing that the customer service personnel can review the received content according to the related client resources;
and the past information acquisition module is used for automatically retrieving the past record information according to the personal information input by the client.
6. The customer relationship information management system according to claim 4, wherein: the customer service management system comprises a customer service docking module, a customer service state acquisition module, a new customer distribution docking module and a service recording module;
the customer service docking module is used for the relevant customer service personnel to carry out docking work on each new customer and each old customer;
the customer service state acquisition module is used for acquiring the service state of the customer service in the butt joint;
the new customer distribution docking module is used for automatically searching related idle customer service personnel to carry out reception work on the new customer according to the service state of the related customer service;
and the service recording module is used for automatically filling the service condition of the customer service staff after the customer service staff completes the reception, and uploading and backing up the customer information cloud storage system.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910480557.2A CN112036918A (en) | 2019-06-04 | 2019-06-04 | Customer relationship information management system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910480557.2A CN112036918A (en) | 2019-06-04 | 2019-06-04 | Customer relationship information management system |
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| CN112036918A true CN112036918A (en) | 2020-12-04 |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112653794A (en) * | 2020-12-22 | 2021-04-13 | 武汉开务信息技术有限公司 | 400 telephone calling method based on customer relationship |
| CN112712407A (en) * | 2020-12-25 | 2021-04-27 | 云汉芯城（上海）互联网科技股份有限公司 | Method, device, storage medium and equipment for guiding new customers |
-
2019
- 2019-06-04 CN CN201910480557.2A patent/CN112036918A/en active Pending
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112653794A (en) * | 2020-12-22 | 2021-04-13 | 武汉开务信息技术有限公司 | 400 telephone calling method based on customer relationship |
| CN112712407A (en) * | 2020-12-25 | 2021-04-27 | 云汉芯城（上海）互联网科技股份有限公司 | Method, device, storage medium and equipment for guiding new customers |
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