Research And Design Of Intelligent Assignment Of CRM System In Manufacturing Enterprises

In recent years,as manufacturing market competition intensified,the original "product oriented" model is no longer appropriate to the development of the current manufacturing enterprises,but gradually turned to the "customer oriented" business model.The customer is very important to the survival and development of the enterprise,therefore,it is necessary to build a customer relationship management system which can support the enterprise transformation.However,the implementation of CRM(Customer Relationship Management)system is not only in order to optimize the structure of existing business enterprise management,improve enterprise business management level,more important is to cater to the "industrial economy" to "service-oriented economy",the new trend,in order to enhance customer service satisfaction for the purpose,promote enterprise's core competitiveness for the purpose.The specific work is summarized as follows:(1)The system design of B/S three layer architecture model,selection of Microsoft SQL Server 2008 as the system database Server and Microsoft Visual Studio 2005 as the system development platform,and using the c # language for application development,ASP.NET technology to complete the Web development and deployment.According to the specific business requirements analysis,the CRM system is divided into six modules: role management,customer management,sales management,service management,task management and contact management.(2)With the service module as the core of this paper,the original service process was abolished and a new service process was proposed,namely calling for service.It aims to open up the three systems of call center(CC),GPS and CRM to form a closed loop of customer service process.On the one hand,it optimizes the service management process,reduces the efficiency and efficiency,and improves management.On the other hand,customer service staff and customer "one-to-one" service,customer experience and customer satisfaction are significantly improved.(3)A service task automatic allocation solution based on the residual amount of service hours and GPS location information is proposed.System automatic precision dispatching not only accelerates customer service response speed,but also improves customer service satisfaction;Also standardize the service mission sent single,avoids artificial sent a single initiative,let every service engineers sent single opportunity asequal as possible,working hours inspection standardization.It embodies information management and enterprise management level.