Design And Implementation Of Assurance CRM Based On Siebel

Customer Relationship Management (CRM) is focused on the "customer centered" management idea. The essence of CRM is to analyze and research the requirements of the customers. But different trades have different customer interaction rules, and they have different needs for the functions of CRM. Therefore, there is not a fixed CRM for each trade and the industrialized tendency of CRM is presented obviously nowadays. Because of the constraints of platform, the ability of upgrading, integration and scalability of CRM system are poor, which can't meet the requirements of intelligence for enterprise. So, packaged software solution becomes the trend of development for Customer Relationship Management. Siebel is a set of package component used widely in CRM, which can supply abundant experience and effective solution. The thesis researches the CRM system based on Siebel components to realize the information sharing, and automatic operations, as well as to reduce the risk.The main works of this thesis were as follows: (l)From the theories of component, combined with CRM, the related technologies of Siebel components were discussed, with the emphasis on Siebel application, workflow, tools and framework;(2)With the pattern of software components, the architecture of function and the process of operation were designed in detail and developed;(3)By Siebel components including Access Control, Authentication and Audit Trail, the security of system was implemented;(4)With workflow component, automatic processes of CRM was realized and warning risk was provided;(5) With ETL (Extract Transform Load) and EIM (Enterprise Integration Manager), data integration of enterprise was achieved.Business-searching module, business-asking module, information-collecting module, service request module, automated visit module and content module are consisted in CRM system. The processing is as follows: Firstly, create the work list and validate the customer; Next, collect the information and record the behavior of customer; Then, automated visit using Siebel workflow; Finally, assign the work and deal with it.The results of the thesis' works show that, the implementation of CRM system for the House Loan and Assurance based on Siebel components meet needs of customers, and carry the points of improving customer service levels, optimizing business, and reducing the security risk.