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Interactive customer relationship management system for automobile aftermarket

A customer relationship management and interactive technology, applied in data processing applications, electrical digital data processing, special data processing applications, etc., can solve the problem of increasing the workload of maintenance or repair personnel, subjectivity, and inaccuracy and other issues, to achieve the effect of improving service quality and service efficiency, low price, and simple technical content

Inactive Publication Date: 2019-08-09
广州童联信息科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The disadvantage of the above two methods is that both of them can only allow auto manufacturers to passively understand the customer's car usage
Car owners need to keep an eye on the condition of the car, and at the same time contact the car manufacturer in a timely manner before performing corresponding maintenance or repair services, which leads to the subjectivity of the content of car maintenance or repair.
Since the vast majority of car owners are not professionals, some inaccurate information will be generated in the process of feedback on the car status, which will increase the workload of the maintenance or repair personnel of the car, and cannot provide targeted services for the customer's car

Method used

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  • Interactive customer relationship management system for automobile aftermarket
  • Interactive customer relationship management system for automobile aftermarket
  • Interactive customer relationship management system for automobile aftermarket

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0036] Embodiment one: if figure 2 Shown is the process of using the present invention to actively contact customers to reserve maintenance and repair services. The vehicle information collection terminal collects the data used by the customer's car, such as the driving speed, mileage, fault codes of the working status of the electronic control components such as engine, gearbox, ABS (brake), and oil sensor, and then sends them to Data processing center; the data processing center analyzes and monitors the log data uploaded by the vehicle information collection terminal, and enters the analyzed data into the database as CRM data; when the data processing center judges that the customer's car meets the required service status, it will generate a service reminder message Transfer to the customer service center; the customer service center calls the database through the data processing center, makes corresponding resource allocation processing, finds out the adaptation data acco...

Embodiment 2

[0037] Embodiment two: reference image 3 , When the customer service center receives a call from a customer, if the customer is inquiring about the information about the purchased car or about the car product, the staff will answer the customer after querying the relevant CRM data in the database based on their own knowledge and experience or through the data processing center. After answering the customer's consultation, the staff enters the content of the consultation and the answer to the database through the data processing center.

[0038] If the customer requests maintenance or complaints, after learning the basic information of the customer, the service personnel will query the database through the data processing center to determine whether the customer is calling for the first time. If it is the first call, the staff will enter the customer's Incoming call information; if it is not the first call, check to determine whether the reflected content is the same as the in...

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Abstract

The invention discloses an automobile after-market integration service system based on the mobile internet and the internet of things, belongs to the technical field of automobile service industry, and particularly relates to an interactive automobile industry customer relationship management system which comprises an automobile information acquisition terminal, a data processing center, a database, a customer service center and a call service center. The system is realized through a computer system with a data processing function. The defect that the automobile use condition of a client is passively known in the process of serving the client in the existing automobile industry is overcome, and an automobile manufacturer can provide accurate, timely and targeted automobile maintenance or repair services for the client.

Description

technical field [0001] The invention belongs to the technical field of automobile service industry, and relates to an interactive customer relationship management (CRM) system in the automobile industry. Background technique [0002] With the development of economic globalization, the international and domestic competition of the automobile industry as one of the important means of transportation is becoming more and more fierce, and my country's automobile industry is also facing great challenges. With the increasingly fierce competition in the automobile market, consumers have continuously expanded the range of choices for automobile brands, and their ability to choose has also continued to improve. In order to maintain an advantage in the competition, auto companies need to make continuous efforts to improve the relationship with customers to improve their brand competitiveness, enhance brand awareness and increase market share. Therefore, customer relationship managemen...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F16/22G06F16/2455G06F16/248G06Q30/00G06Q10/02G06Q10/00
CPCG06Q30/016G06Q10/02G06Q10/20G06F16/22G06F16/2455G06F16/248
Inventor 刘绪伟
Owner 广州童联信息科技有限公司
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