A kind of crm systemTechnical 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 passThe property fast transformation of system upgrades, and CRM project complies with Development Transformation requirement, it is intended in establishing a set of customer-centric, cityField 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 serviceIntelligence 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 ofCrm 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 projectAnd 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 administratorWork；
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 formCloth；
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 andMaterial system.
Preferably, the crm system using tool and connect the unified entrance of visitor with inside, and the inside uses toolWith 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 visitorIn 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 toolMore, 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 visitorService, 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 industryBusiness 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 deviceBusiness；
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 andThe application of material system docking, the paid service module can be oral, written, phone, intercommunication declaration form and uniformly go out to visitorEntrance application.
Preferably, the relevant information of the customer service module includes complaining category information, reporting category information, other report thing classes for repairmentInformation and suggest consulting praise category information.
Preferably, the project information module includes item base data, building basic data and house foundation data, itemMesh basic data includes geographic information data and Technical Economic Data, and house foundation data include house property information, information of joining a gang, roomRoom 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 letterBreath, the permanent personnel of family/enterprise staff information, emergency contact information, information of vehicles, pet information, payment information, individual character letterBreath 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 YuanjiPlinth 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, completeSite 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 justIn description the present invention and simplify description, rather than the device or element of indication or suggestion meaning must have a particular orientation, withSpecific 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 projectAccording to house file data；Subscriber Information Module, for recording the basis of client and individuation data in each project；ClientService module, for handling the requirement and suggestion of various problems and processing client in client's life to each project；With compensationService module, for handling the content inside the customer service module for needing to charge；Task management module, for managing each itemThe routine work of purpose staff；Human resources module, with performance appraisal from strategic angle with post organizational structureBased 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 personnelThe study of knowledge, accumulation, shared and recycling；Message pushing module sends phase to client and internal staff according to the demand of clientClose message；Business handling module, for handling handling for various businesses such as various routine work formalities in client's life；Report mouldBlock, for summarizing other systems inside related data inside crm system and issuing data in a tabular form；Integration module is usedIn 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；CRMSystem 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 visitorThe 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 toolInformation inquiry, generation visitor's record list, customer information processing, quality inspection, night watching, Training and Learning, when visitor speed passage through customs application and workSingle, task management includes guide of action, value-added service, daily service, information bulletin, visitor's reservation, society to the unified entrance of visitorArea's exchange, shopping center and gate inhibition's service；Business handling module include move in check-in, fit up check-in, access card andAll 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 handledIt 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 deviceBusiness；
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, hadThe application for repaying service module can be for oral, written, phone, intercommunication declaration form and to the unified entrance application of visitor；Customer service mouldThe 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 letterIt ceases data and Technical Economic Data, house foundation data includes house property information, information of joining a gang, house maintenance archives, house decorationArchives, house dynamic file and house to let archives；Subscriber Information Module includes levels of clients, owner's type, the owner/Enterprise LawPeople/tenant's personal information, emergency contact information, information of vehicles, pet information, pays at the permanent personnel of family/enterprise staff informationCharge 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 PerformanceManagement, 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 andThe unified entrance application application of visitor is serviced accordingly, such as reports the processing of category information for repairment, passes through oral, written, phone, intercommunicationThe 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 andThe 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 touchDifference, different stage is inquired between employee content and the business that can be handled are also different, such as in-company permissionIt can be checked for general headquarters' level, update national project information；Key city company level checks, updates city company subordinateMesh information；Project level permission checks, updates this project information, thus realize the customized specified administrator right of each level, andThe 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 industryPersonnel are it should be appreciated that the present invention is not limited to the above embodiments, and the above embodiments and description only describe thisThe 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 changesChange and improvement all fall within the protetion scope of the claimed invention.The claimed scope of the invention by appended claims and itsEquivalent thereof.