Web Service Based CRM Application Research For Insurance Industry

Since Gartner Group brought forward the concept of CRM (CustomerRelationship Management) in 1990s , more and more enterprises have realizedthat to know the requirements of customers and to retain the customers is thekey to win the market competition. Therefore, CRM has become one of thefocused topics in enterprise management.Just like what some experts say, CRM is a management theory, a managementmechanism, and a management technology. According to the investigation byGartner Group, CRM has been one of the most popular technologies in recentyears 0- Combined with such information technology as middleware technology,distributed object technology, CORBA/DCOM/IIOP and even Web Servicetechnology and etc. CRM can help the enterprise serve, attract and retain thecustomers more roundly.As we know, each industry has its own characteristic, so the CRM solutionsapplied to different industries are also different from each other.Based on the deep comprehension of distributed system, the paper, consequently,puts forward a distributed system architecture combining the B/S and C/Sarchitecture. Then, this dissertation gives a concrete Web Service based CRMsolution on the basis of business progress analysis of insurance agent anddemonstrate its feasibility in the technology side, and finally provides therealization of partial system.The innovation of this thesis includes in this present dissertation are as follows:1. On the basis of the summary of the domestic and international CRM solutions, the present work puts forward one point solution, which has good flexibility and high cost performance, and can offer fairly complete functions with low cost.2. As far as the system architecture is concerned, the dissertation chooses theadvanced distributed system solution, and take the advantages of the architecture of C/S and B/S into account. The software solution has good scalability, availability, as well as security.3. With regards to the system function design, the dissertation adopts the department application oriented design methods, and considers fully the situation of insurance agent in insurance business nowadays. Syncretizing the sales management and market management in department grade CRM and the business mode of the insurance of our country, an Insurance Agent Management Sub-system with the C/S architecture was designed. I also design a Customer Services Sub-system aiming at the Customer Service in department grade CRM, which is mainly the portal with B/S architecture.4. From the point of view of technology realization, The dissertation utilizesWeb Service, which is very popular and focused in IT field. And to make the system prone to use, the implementation mode with .NET framework was used, which can decrease the Web Service develop cycle to a great extent. And I also cite the portal, which is another focal idea, and deploy the B/S sub-system with the Microsoft Portal Architecture technology (sharepoint server and service).