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CRM system

A CRM system and customer technology, applied in the field of CRM system, can solve the problems of low customer data analysis and utilization ability, low customer satisfaction and stickiness, low intelligence of property customer service, etc., to improve data analysis and utilization. capabilities, improving customer satisfaction and stickiness, and addressing internal management loopholes

Inactive Publication Date: 2019-03-15
招商局物业管理有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] There are certain disadvantages in the use of the existing CRM system. First, the internal management and control capabilities of the existing properties are poor, and there are many loopholes in the internal management of traditional businesses. Moreover, the customer’s data analysis and utilization capabilities are not high. Finally, the existing properties Customer service intelligence is low, customer satisfaction and stickiness are not high, and people's requirements for use are not met. Therefore, we propose a CRM system

Method used

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Examples

Experimental program
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Effect test

Embodiment 1

[0045] Such as Figure 1-2 As shown, a CRM system includes a project information module, which is used to record various basic data and house file data of each project; a customer information module, which is used to record the basic and personalized data of customers in each project; a customer service module, It is used to deal with various problems in the life of customers and to deal with customers' requirements and suggestions for various projects; the paid service module is used to deal with the internal content of the customer service module that needs to be charged; the task management module is used to manage the staff of each project daily work; the human resources module uses performance appraisal to manage employees from a strategic point of view based on the post organization structure; the knowledge management module builds a knowledge base based on the knowledge structure of China Merchants Property, and is used to realize the learning, accumulation, and Sharing...

Embodiment 2

[0054] Such as image 3 As shown, a CRM system, all the basic needs of customers are oral, written, telephone, intercom declaration and application for corresponding services at the unified entrance and exit for customers, such as the processing of repair information, through oral, written, telephone, and intercom The process of processing the application form and repair information is as follows:

[0055] ① The customer or owner places an order for the items that need to be repaired through oral, written, telephone, and intercom declarations;

[0056] ②The person in charge of the project project receives the order and distributes the work order within the specified time;

[0057] ③Responsible for maintenance;

[0058] ④ Audit by the person in charge of the project:

[0059] ⑤Push short messages to customers for evaluation, if there is no evaluation, the service desk will call back;

[0060] ⑥ If the customer is satisfied, end the service;

[0061] ⑦ If the customer is no...

Embodiment 3

[0068] Such as Figure 4 As shown, a CRM system, all the basic needs of customers are oral, written, telephone, intercom declaration and the corresponding service is applied for the unified entrance and exit of the customer, such as the application of paid services through oral, written, telephone, intercom declaration, For detailed paid service process, see Figure 4 .

[0069] Each module of the entire CRM system has different permission settings. The knowledge and information that employees and customers come into contact with are different. The content that employees can inquire and the business they can handle at different levels is also different. For example, the authority within the company is the headquarters level. You can view and update national project information; view and update the project information of the city company at the central city company level; view and update the project information at the project level, so as to realize the custom-designated admin...

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Abstract

The invention discloses a CRM system, comprising an item information module, which is used for recording various basic data and house archives data of each item. Customer information module, which isused for recording customer foundation and personalized data in each project; The customer service module is used for dealing with various problems in the customer's life and dealing with the customer's requirements and suggestions for each project; The paid service module is used for processing the contents inside the customer service module which needs to be charged; The task management module is used to manage the daily work of the staff of each project. According to the present invention, Firstly, it realizes the standardization of property management system, improves the internal management and control ability, solves the internal management loopholes of traditional business, also realizes the digitalization of customer service, improves the ability of data analysis and utilization. Finally, it realizes the intelligence of customer service, improves customer satisfaction and stickiness, and brings a better use prospect.

Description

technical field [0001] The invention relates to the property field, in particular to a CRM system. Background technique [0002] With the rapid development of society, the operating environment and business model of property management companies have undergone tremendous changes, prompting the rapid transformation and upgrading of traditional property management, and the CRM project complies with the requirements of development and transformation, aiming at establishing a customer-centric, market-oriented, It is in line with the personalized and standardized customer relationship system of China Merchants Property Management Co., Ltd. [0003] There are certain disadvantages in the use of the existing CRM system. First, the internal management and control capabilities of the existing properties are poor, and there are many loopholes in the internal management of traditional businesses. Moreover, the customer’s data analysis and utilization capabilities are not high. Finally,...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q30/00G06Q30/02
CPCG06Q30/01G06Q30/02
Inventor 谢水清叶国栋寿权魏日城
Owner 招商局物业管理有限公司
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