Design And Implementation Of Lightweight CRM Call Center System For Small And Medium Enterprises

In recent years, with the development of the insurance market,ther competition is more and more intensified, for the insurance company’s benefit and survival, ther quality difference of insurance products are getting smaller and smaller, the competition between enterprises will be changed from product quality competition to the quality of customer service gradually, the market strategy of enterprise will transfer from "product centric" strategy to "take the customer as the enter" strategy. Call center as a link between customer and enterprise, can maintain old customers and develop new customer, aim to bring benefit for enterprise, if used properly. Therefore, more and more enterprises operators wish to build a suitable call center for enterprise as the key to improve the enterprise’s comprehensive strength. Modern call center in order to meet the effective communication of multi channels between enterprise and customer, to ensure that enterprises can effectively communicate with the customer, with the integration of the industry technology and market business development, call center combined with the CRM(Customer Relationship Management) system has been a trend in the future development of call center.Soochow Life as a new insurance company, to keep pace with the requirements of development, build a call center system is a pressing matter of the moment. To consider the construction cost of the circumstances, the functions provided are complete or not, and can satisfy over a period of time to carry out the customer management and business for small and medium enterprises. Lightweight CRM call center system for small and medium enterprises is able to meet the requirements of Soochow Life.Lightweight CRM call center system for small and medium enterprises has made the organic combination of CRM and call center. Taking into account the cost of enterprise construction, the function and practicality can be considered, and the customer management and business development of the most small and medium scale call centers can be met.Lightweight CRM call center system is divided into communication system and CRM service system. Communication system has been relatively stable, to provide communications support on call center and customer contact, the system includeserveral units, main units of them like as IVR(Interactive Voice Response), inbound and outbound calling, voicemail, and soft phone. To realizes integration of business data and communication data, soft phone from Communication system is embedded in CRM system. CRM system is a application of J2 EE,the main business is a combination of the customer management, business management, agent management. Because the CRM system is designed and developed according to the specific business, in addition to public applications, many other business need to localize the development or totally new.The goal of ther design and implementation of CRM system is also the main part of this paper.In order to meet the system reliability, robustness, easy to maintain and modify,safety and portability. The software architecture of system is divided into four layers,user interaction view layer, control layer, business logic layer and data persistence layer,adopted the classical lightweight framework and uses the Struts2+Spring+Hibernate to connect each layer for implementation.In this paper, through the analysis of the CRM system of business functions, the exposition of design and the realization of business requirement, let a lightweight CRM call center system vividly to readers. And through the objective analysis for the market positioning and the market prospect based on the survey of the small and medium enterprise call center market,the development of call center system is firmed.