The CRM-Based Call Center And Workflow Systems In ERP

The broaden usage of Enterprise Resource Planning(ERP) in various enterprises requires a higher level of customer support and process standardization. Since the traditional Customer Relation Management(CRM) based Call center can be a effective technique to fulfill this requirement, this thesis mainly focused on how to implement the call center in ERP to meet such higher level requirement.First, this thesis had introduced the application and development of the call center in today's industry, and the ongoing revolution of the call center with the help of development of integration technology. Then,the thesis had covered the CRM theory and the modern call center mode based on it, at the meantime, the theis also covered the integration of ERP with CRM to provide system support and service in order to improve the ERP's efficiency. By analyzing an pratical example of its usage in a multination company, the final part of this thesis conducted research on the characteristics of the company's manufactory, finance and service ERP modules, the ERP call center's design patten, its responsibility in the whole system and basic operation mode. The call center's main business operation processes was also covered in this part. This call center which supported ERP sytem establish compact association among users from enterprise, staff of call center, and system managers enhanced ERP's efficience and impoved enterprise's supervision of production. Based on the ERP call center's standardrized processes, the thesis used workflow management technology to integrate the processes in the purpose of advancing the standardization and efficiency of call center processes.The final part of the thesis discussed the next research target of ERP call center integrated with workflow.