Research And Implementation Of CRM-based Automobile Finance Services Management System

With the acceleration of the course of integration with the global economy and the increasing of competition, enterprises begin converting their attentions from extensive management regarding product and production scale as center to customer-centric intensive management. Good customer relationships are the important source of enterprises'survival and development. In order to achieve satisfactory customer relationships, enterprises usually adopt the means of Customer Relationship Management. Customer Relationship Management is integrated marketing to costumers which company can practise by IT technology and Internet technology. It is also technology and management realization of enterprise's customer-centric marketing strategy. In order to help the corporation to improve the management status, reduce the risk and the cost of credit and loan, provide consumer credit services more effectively, and grasp business chances more exactly, First Automobile Finance Corporation in the city of Changchun puts forward to develop a series of CRM systems integrating multi functions including Automobile Finance Services Management System, Call Center, Finance Risk Forecast System and Human Resources Management System etc. The Automobile Finance Services System in this paper is kernel part of the first phase of the CRM project, mainly including many functions such as system management, customer information management, customer credit rating, flow of applying for and examining loan, decision-making support system for loan examination, loan and pay operations and statistic analysis. The System is based on the typical B/S architecture, in which component layer includes Data Access layer, Business Logic layer and Presentation layer, and utilizes Web Service to communicate with Call Center and provides necessary information for it. The system can create data maintenance page and query page dynamically by parameters, so it can realize a set of dynamical functions, such as the items in web page can change with customer data maintenance in the same time, the guideline of evaluating customer credit can adjust at any moment, data query pages can be created by query scheme and reports and charts in statistic analysis can be generated dynamically. The configuration of the system as follows. Web server is Microsoft IIS; Database Management System is Microsoft SQL Server2000, with whose integrality control, security management and concurrent control, the system can implement some difficult tasks; developing platform is Microsoft Visual Studio.NET; Program language is C#.NET and ASP.NET; The technology of access database is ADO.NET; using an amount of custom controls and third-party controls in the client to simplify the users operation and improve the system's efficiency; utilizing Microsoft SQL Server 2000 Reproting Services to create report and use Microsoft SQL Server2000 Analysis Services to analysis data; making use of VSS to manage the source code. This paper introduces some basic theory about CRM firstly, then explains the whole development process in detail, including requirement analysis, system design, implementation and test, deployment, introduces the process of using data mining technologies to assist Decision-making Support at last. The part of requirement analysis introduces the background about theCRM project and functions of the Automobile Finance Services Management System at first, then shows use case diagram of the whole system and analyzes the specific requirements of every part of the system. The part of the design introduces the structure and design principle of the system firstly, then enumerates some static structure diagrams and flow diagrams of detailed design, at last lists the important Entity-Relationship diagrams of the system. The part of the implementation, test and deployment introduces some algorithms of implementing web pages, describes some technology challenges and resolutions about them during the process the development, and presents the situations of test and deployment. This paper also uses clustering and decision tree of data mining technology to assist Decision-making Support. Clustering technique can classify the objects and discover the inherent distinctions and relations between objects without existence of categories in advance. Decision Tree technique can predict the status of certain class. This paper use clustering technique of Microsoft Analysis Services to create the classification model of natural person information, in order to classify the customers by their characteristics and find some intrinsic laws. This paper also uses Decision Tree technique of Microsoft Analysis Services to predict the examination result of customer's application, and make a simple analysis to the result using the dependency network. CRM is not only the communication between enterprises and customers, but also provide a basis for resources sharing and cooperation between them. To help the enterprise to manage customer relationship management more effectively, there are many related works to do, such as using work flow...