Design And Implementation Of Custom Relationship Management System For Beijing Sunshine Group

The domestic insurance industry has become international along Chinese economic reform carried out in the early 1980 s. With this transform of the insurance market, custom has also changed from individual to multi-type. Therefore, the traditional custom relationship management and service cannot meet the requirement of processing information of custom. Custom Relationship Management(CRM) is an idea of service, which is a series activity to locate the custom, keep custom relationship, and enhance custom’s loyalty.CRM has been drawn great attention by countries and international enterprises and developed rapidly all over the world in recent decade. However, CRM has grown slowly in our country and still is a growing industry compared with that of developed countries. The CRM information system in our country mostly has properties of lacking multifunction and reliability. Most of them can only manage the information of custom while cannot make analysis on custom.The custom analysis concept is introduced into our project and custom relationship management is made based on it. With this, we develop a CRM system, which is a standard convenient platform for information processing and managing, and is of properties that seamless communication and orienting environment between the enterprise and its customs. In this thesis, we design the CRM system as B/S architecture, of which the most advantage is that the system can be operated only through a Web browser. Besides these, the CRM system is designed as a special architecture of access authority because security of custom’s information is important above others for an insurance CRM system. Therefore, we design the access authority to the CRM system as three layers, and each layer has its privileged authority which is allocated by the general administrator. In the thesis, we also describe the principle of custom analysis for insurance company because the custom analysis plays an important role to access authority allocation. We implement the CRM system design in Visual Studio 2008, and carry out 132 software testpoints to our implementation. The test results show that 121 testpoints are qualified among the total 132 testpoints, of which the qualification rate is 92%. According to the requirement of CRM system and Beijing Sunshine Insurance Group Ltd, the CRM system is considered as qualified and can be acceptable.