PICC Property And Casualty Company Limited Customer Relationship Management System (CRMS) Design And Implementation

In the recent years, with the opening of China insurance market, the domestic insurance is approaching to the international insurance market wholly, and the insurance industry of china is facing the keen competition which has never been had before. As a special service industry, the insurance company which wishes to keep the leading position in the competition has to strengthen the significance of the custom, and therefore the requirements for service pattern, service technique and service data are becoming more and more urgently.In this situation, the application of Custom Relationship Management System (CRMS) will play an important role in the development of insurance management level. Further more it can turn the superiority of management into productive capacity, and can improve the competition ability greatly.In order to reach the core aim that custom is the centre of service, the People's Property and Casualty Insurance Company of China (PICC) and Beijing Shangyang Company had reached the agreement of cooperating to explore the specialized insurance CRMS project, which had started in Nov.2006, and Inner Mongolia Branch had been chosen on trial. Till now, the company has successfully built up the custom-centralized CRMS, and has developed the information level and competition ability significantly. The CRMS of PICC is based on a common data source, and the operating processes have been greatly simplified. This system can provide varied functions and can share information with different management sections.The design concept of this project is based on the present structure of Client-Server, and the front WEB application is provided by the JAVA program language. The main points of the project include the cleansing of historical data and the management of users with different authority. This project also probes into the data mining methods on different servers and the efficiency optimization of SQL.At first, this thesis briefly introduces the application of CRMS in the domestic and international insurance industry, then expounds the design principles and technology scheme of PICC's CRMS, and emphasizes on the solving of main problems and the applying of key technologies, and last, evaluates the input and output of this system.