Research On CRM System Of Tracking Profile For Automobile Service Life Cycle

Automotive industry increasingly fierce competition makes the idea of maintaining customer relationships has been widely appreciated in the automotive service field, more and more "production-oriented enterprises," gradually transformed into "service-oriented enterprises." And how to seize customers in the market, to win their satisfaction, is becoming a survival of enterprises. Customer Relationship Management (CRM) comes into being. It is mainly on how to build long-term loyalty to the relationship between businesses and their customers, to achieve mutual benefit and win-win between them. In this paper, the actual business requirements for an automobile enterprises in Sichuan, combined with customer relationship management theory, established by the leading automobile manufacturer, dealership service providers to participate in collaborative management of customer relationship management system, the born car files sales files, customer files, maintenance files and repair information throughout the entire life cycle of the car service, and with the specific circumstances of the service vehicle for dynamic updates, to achieve integrated management of customer information and tracking information for the automotive customer service, increase customer service experience, reduce churn. By establishing such a unified, integrated CRM system not only eliminates islands of information and information fragmentation phenomenon manufacturing companies and distribution between service providers and service enterprise relationship management to make an appointment with the school work, visit and evaluation, customer service and other customers of insurance process more targeted to enhance the value and influence of the automobile brand, increase customer loyalty, customer satisfaction, provide a strong guarantee.Specific work of this paper is mainly reflected in:(1) Based on the research status quo of China’s domestic auto industry CRM system and information integration technology based on the analysis of the CQ enterprise customer service information management status and business needs, proposed car-oriented service lifecycle CRM system to track files overall solution.(2) Completed a functional design for the automotive service lifecycle management CRM system to track files and data design, specifically includi ng booking and dispatching management, visit evaluation management, custo mer complaints management, auto insurance management and the potential c ustomer management.(3) Completed the program development-oriented file management system to track the CRM and Web Services-based data exchange technology, and info rmation integration among systems.