The Design And Implementation Of The Marketing Module Of CRM System In Postal Call Center

With the development of information technology,the traditional postal service industry has been affected by the field of e-commerce in the internet.At present,the competition mode of mature enterprises is to fight service,and to insert more value based on service.The purpose of the call center system is through the establishment of contact channel,the creation of service interaction,timely understanding of customer needs and rapid action,in order to enhance the service capabilities,competitiveness.This thesis is based on the call center to understand the development process,to examine the feasible solution,finally proposes a CRM(Customer Relationship Management)solutions with call center.For customer relationship management can provide customers with a variety of communication channels,improve customer experience and loyalty.And no matter what channels,CRM applications can be used in a seamless and transparent way in a variety of customer interaction channels in the continuous,consistent service information and customer information.In the call center CRM system architecture design,the use of lightweight J2 EE B/S application layer and MVC architecture style,to achieve business performance layer,business process layer,data access layer separation.The technical architecture with high cohesion and low coupling way down one-way access to ensure system scalability and reusability,each module of the system adopts dynamic parameter configuration,component technology,plug and play,to avoid the waste of human and resources in the process of software development caused by the change of demand.After the system on line,the phone sales efficiency than in the past turned 3-4 times,sales success rate of 70%-85%.The system will consult EMS tickets through self-help voice division,automatic telephone switching to the professional staff,in communication with customers,mutual cooperation between departments of personnel related treatment,improve sales efficiency and work quality is improved.Therefore,the research in this thesis has some reference value for the construction and development of call center.