CN115379055A - System and method for integrating telephone with cloud CRM - Google Patents
System and method for integrating telephone with cloud CRM Download PDFInfo
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- CN115379055A CN115379055A CN202211095207.2A CN202211095207A CN115379055A CN 115379055 A CN115379055 A CN 115379055A CN 202211095207 A CN202211095207 A CN 202211095207A CN 115379055 A CN115379055 A CN 115379055A
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- 230000005540 biological transmission Effects 0.000 claims abstract description 7
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/16—Automatic or semi-automatic exchanges with lock-out or secrecy provision in party-line systems
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Abstract
The invention discloses a system and a method for integrating a cloud CRM (customer relationship management) by a telephone, relates to the field of telephone systems, and aims to solve the problems that when a current small and medium-sized enterprise maintains a client, the construction cost of the current CRM system is too high, the maintenance of the client by the small and medium-sized enterprise is difficult, and the client cannot be intuitively and quickly known and maintained. According to the system and the method for integrating the cloud CRM by the telephone, intelligent voice broadcasting and call information transmission are set, so that a customer service end and the call requirements of customers can be conveniently informed in advance, meanwhile, historical information stored in a database is matched, the customers can be quickly known, and the customers can be more conveniently maintained and recommended with proper products.
Description
Technical Field
The invention relates to the field of telephone systems, in particular to a system and a method for integrating a cloud CRM with a telephone.
Background
The CRM system is usually a customer relationship management system, which is mainly a relationship management system around customer components, however, because the cost for constructing a local CRM system is too high, many small and medium-sized enterprises can only be forced to use a public switched network or a fixed telephone, and this way cannot display the information of customers, and further, the maintenance of customers is too difficult, and the needs of customers cannot be known in the first time, so there are certain disadvantages in use.
Aiming at the problems that when small and medium-sized enterprises maintain households, the existing CRM system is too high in construction cost, and then the small and medium-sized enterprises are difficult to maintain customers and cannot visually and quickly know and maintain the customers, the system and the method for integrating the telephone with the cloud CRM are provided.
Disclosure of Invention
The system and the method for integrating the telephone with the cloud CRM solve the problems that the existing CRM system is too high in construction cost when small and medium-sized enterprises maintain households, so that the small and medium-sized enterprises are difficult to maintain customers, and cannot visually and quickly know and maintain the customers.
In order to achieve the purpose, the invention adopts the following technical scheme:
a system and a method for integrating a cloud CRM (customer relationship management) by a telephone comprise a database, wherein the database adopts an OLAP (on-line analytical processing) technology, a service module and a customer service terminal are linked at the outer side of the database, the database is in wireless connection with a client through the service module, and the database comprises a storage module.
Preferably, the client comprises a calling module, the calling module comprises a cloud CRM server and a calling center, the customer service end comprises an encryption module and a telephone recording box, and the encryption module is in wireless connection with the telephone recording box.
Preferably, the storage module includes customer information, and the customer information includes dialing information, product information and call information, the dialing information is a current location of the customer and a dialing time of the customer, the product information includes a product understanding mode and a location of a product selected by the customer, and the call information is call content of the customer and a main requirement of the customer.
A use method of the system for telephone integration cloud CRM comprises the following steps:
s1: when a customer finds a customer service telephone through a webpage, when the customer clicks or copies webpage information, the webpage sends a calling message to a cloud CRM server, at the moment, the CRM server records the telephone number, the dialing time and the dialing position of the customer, stores the dialing information in a database pair, and simultaneously sends the message to the database, calls the historical data information of the customer through the database, and simultaneously transmits the dialing information to a customer service terminal in a wireless transmission mode;
s2: when receiving the message from the CRM server, the database firstly analyzes the message and retrieves the analyzed message content, so as to call the historical information stored in the database by the dialing client, if the historical information exists, the historical information is wirelessly transmitted to a customer service end, the transmitted information is encrypted, and meanwhile, an old user is marked to the customer service end;
s3: if the information of the dialing client is not called in the database, a data module is newly established, meanwhile, the search information is wirelessly transmitted to a customer service end, and a new user is marked to the customer service end;
s4: at the moment, the customer service end waits for and answers the electric arc of the customer, when the customer service end receives the result transmitted by the database, the judgment is carried out according to the existence of historical data, if the historical information exists, whether the customer is the customer extracted from the database is firstly confirmed, if the customer does not exist, the retrieval is carried out through the database again, and the dialing requirement is inquired for the dialing customer;
s5: if the dialing client is consistent with the client identity retrieved from the database, the customer service end watches the product location of the current client and the product understanding mode, and simultaneously knows the historical call record and the main requirements of the current client, so as to better maintain the client, simultaneously solve the requirements of the client, record the voice through a telephone recording box arranged at the customer service end, encrypt the data by matching with an encryption module, and transmit the recorded voice to the interior of the database after the call is finished;
s6: if no historical information exists, newly building customer information in the database, solving the problems and the requirements proposed by the customer at this time, recording through a telephone recording box, encrypting data by matching with an encryption module, transmitting the call data at this time to the interior of the newly built customer information after the call is finished, and storing the call data in the interior of the database;
s7: when a customer calls a customer service telephone through a mobile terminal, firstly, a call center is dialed, the call center records the calling information of a caller and stores the calling information in a database, and meanwhile, the call center sends a message to the database and searches the calling information through the database;
s8: meanwhile, the calling system wirelessly transmits the calling information to the customer service end, and judges the approximate requirements of the customer through intelligent voice broadcasting and voice reply arranged in the calling center;
s9: at this moment, the steps S4-S6 are repeated, the history information of the current client is extracted from the database, and the client is maintained more directly according to the history information.
Preferably, the dialing time and the dialing position in step S1 are used to determine the product use time and the product use position of the customer, and find a nearby website in cooperation with the customer service end.
Preferably, the history information in step S2 is used to determine the product grade accepted by the customer and the major requirements of the customer for the product, so as to perform targeted analysis and maintenance on the customer.
Preferably, the identity confirmation in step S4 is used to confirm the current client and the retrieved client information.
Preferably, the telephone recording box in step S5 is convenient for recording the call, and is used for maintaining and providing information next time.
Preferably, the encryption module in step S6 is convenient to encrypt the call content of this time, so as to protect the privacy of the client.
Preferably, the intelligent voice broadcast in step S8 is convenient for substantially knowing the requirements of the customer, and provides time for the search of the database.
The invention has the beneficial effects that:
1. the device passes through the call record of telegramophone record box cooperation transmission module with customer and uploads to the database, and then be convenient for store customer's information, when making things convenient for the conversation next time, can know customer's information fast, customer's conversation position in the past still can be stored to the inside of database simultaneously, and conversation time in the past, and then be convenient for judge customer's idle time and roughly the position, make a return visit and look for the shop of leaving before more convenient for the customer, and the inside of database still stores the location of the selected product of customer, and then better recommends suitable product to the customer, customer's demand is still stored to the inside of database simultaneously, be convenient for more maintain the customer.
2. The intelligent voice broadcast and the call information transmission that the device was inside to be set up are convenient for inform customer service end in advance, and customer's call demand simultaneously calls customer's information to the database very first time to quick understanding customer's information and demand, when facing new customer, still can establish new customer's information and store, are convenient for use next time.
3. The data encryption that the device inside set up is convenient for encrypt customer's conversation content to avoid revealing customer's privacy, protect customer's personal information.
To sum up, the device is through setting up intelligent voice broadcast and call information transmission, is convenient for inform customer service end in advance, customer's call demand, and the historical information of the inside storage of cooperation database simultaneously, quick understanding customer makes things convenient for more to customer's maintenance and recommend suitable product, and for CRM system, the cost of setting up of this system is low simultaneously, is fit for middle-size and small-size enterprise more.
Drawings
FIG. 1 is a block diagram of the present invention.
FIG. 2 is a flow chart of the structure of the present invention.
Fig. 3 is a block diagram of the structure of the client information of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments.
Referring to fig. 1-3, a system for integrating a cloud CRM with a phone is provided, where a database employs an OLAP technology, a service module and a customer service end are linked outside the database, the database is wirelessly connected to a client through the service module, the database includes a storage module, the client includes a calling module, the calling module includes a cloud CRM server and a call center, the customer service end includes an encryption module and a telephone recording box, the encryption module is wirelessly connected to the telephone recording box, the storage module includes customer information, the customer information includes dialing information, product information and call information, the dialing information is a current position of the customer and dialing time of the customer, the product information includes a product understanding mode and a location of a product selected by the customer, and the call information is call content of the customer and main requirements of the customer.
A method for using a system of telephone integration cloud CRM comprises the following steps:
s1: when a customer finds a customer service telephone through a webpage, when the customer clicks or copies webpage information, the webpage sends a calling message to a cloud CRM server, at the moment, the CRM server records the telephone number, the dialing time and the dialing position of the customer, stores the dialing information in a database pair, simultaneously sends the message to a database, calls the historical data information of the customer through the database, and simultaneously transmits the dialing information to a customer service end in a wireless transmission mode; step S1, the dialing time and the dialing position are used for judging the service time and the service position of the product by the customer and searching nearby network points in cooperation with the customer service end; the approximate time of using the product by the customer is conveniently judged through the previous dialing time, so that the telephone return visit and the customer maintenance are facilitated;
s2: when receiving the message from the CRM server, the database firstly analyzes the message and retrieves the analyzed message content, so as to call the historical information stored in the database by the dialing client, if the historical information exists, the historical information is wirelessly transmitted to a customer service end, the transmitted information is encrypted, and meanwhile, an old user is marked to the customer service end; the historical information in the step S2 is convenient for judging the product grade accepted by the customer and the main requirements of the customer on the product, and is used for carrying out targeted analysis and maintenance on the customer;
s3: if the information of the dialing client is not called in the database, a data module is newly established, the searched information is wirelessly transmitted to a customer service end, and a new user is marked to the customer service end;
s4: at the moment, the customer service end waits for and answers the electric arc of the customer, when the customer service end receives the result transmitted by the database, the judgment is carried out according to the existence of historical data, if the historical information exists, whether the customer is the customer extracted from the database is firstly confirmed, if the customer does not exist, the retrieval is carried out through the database again, and the dialing requirement is inquired for the dialing customer; the identity confirmation in the step S4 is used for confirming the current client and the retrieved client information;
s5: if the dialing client is consistent with the client identity retrieved from the database, the customer service end watches the product location of the current client and the product understanding mode, and simultaneously knows the historical call record and the main requirements of the current client, so as to better maintain the client, simultaneously solve the requirements of the client, record the voice through a telephone recording box arranged at the customer service end, encrypt the data by matching with an encryption module, and transmit the recorded voice to the interior of the database after the call is finished; the telephone recording box in the step S5 is convenient for recording the call and is used for providing information for next maintenance;
s6: if no historical information exists, newly building customer information in the database, solving the problems and the requirements proposed by the customer at this time, recording through a telephone recording box, encrypting data by matching with an encryption module, transmitting the call data at this time to the interior of the newly built customer information after the call is finished, and storing the call data in the interior of the database; the encryption module in the step S6 is convenient for encrypting the call content of this time, and is used for protecting the privacy of the client;
s7: when a customer calls a customer service telephone through a mobile terminal, firstly, a call center is dialed, the call center records the calling information of a caller and stores the calling information in a database, and meanwhile, the call center sends a message to the database and searches the calling information through the database;
s8: meanwhile, the calling system wirelessly transmits the calling information to the customer service end, and judges the approximate requirements of the customer through intelligent voice broadcasting and voice reply arranged in the calling center; the intelligent voice broadcasting in the step S8 is convenient for approximately knowing the requirements of the customers and provides time for the retrieval of the database; by retrieving the historical information in the database, the targeted maintenance of the client is facilitated, so that the client can trust the product;
s9: at this moment, the steps S4-S6 are repeated, the history information of the current client is extracted from the database, and the client is maintained more directly according to the history information.
The above description is only for the preferred embodiment of the present invention, but the scope of the present invention is not limited thereto, and any person skilled in the art should be considered as the technical solutions and the inventive concepts of the present invention within the technical scope of the present invention.
Claims (10)
1. The system for integrating the telephone with the cloud CRM comprises a database and is characterized in that the database adopts an OLAP technology, a service module and a customer service side are linked to the outer side of the database, the database is in wireless connection with a client side through the service module, and the database comprises a storage module.
2. The system of claim 1, wherein the client comprises a calling module, the calling module comprises a cloud CRM server and a call center, the customer service end comprises an encryption module and a telephone recording box, and the encryption module is wirelessly connected with the telephone recording box.
3. The system of claim 1, wherein the storage module comprises customer information, the customer information comprises dialing information, product information and call information, the dialing information is a current location of a customer and a dialing time of the customer, the product information comprises a knowledge mode of a product and a location of a product selected by the customer, and the call information is call content of the customer and a main requirement of the customer.
4. The use method of the system for telephone integration cloud CRM according to any one of claims 1-3, characterized by comprising the following steps:
s1: when a customer finds a customer service telephone through a webpage, when the customer clicks or copies webpage information, the webpage sends a calling message to a cloud CRM server, at the moment, the CRM server records the telephone number, the dialing time and the dialing position of the customer, stores the dialing information in a database pair, simultaneously sends the message to a database, calls the historical data information of the customer through the database, and simultaneously transmits the dialing information to a customer service end in a wireless transmission mode;
s2: when receiving the message from the CRM server, the database firstly analyzes the message and retrieves the analyzed message content, so as to call the historical information stored in the database by the dialing client, if the historical information exists, the historical information is wirelessly transmitted to a customer service end, the transmitted information is encrypted, and meanwhile, an old user is marked to the customer service end;
s3: if the information of the dialing client is not called in the database, a data module is newly established, meanwhile, the search information is wirelessly transmitted to a customer service end, and a new user is marked to the customer service end;
s4: at the moment, the customer service side waits and answers the electric arc of the customer, when the customer service side receives the result transmitted by the database, the judgment is carried out according to the existence of historical data, if the historical information exists, whether the customer is the customer extracted from the database is firstly confirmed, if the customer does not exist, the retrieval is carried out through the database again, and the dialing requirement is inquired for the dialing customer;
s5: if the dialing client is consistent with the client identity retrieved from the database, the customer service end watches the product location of the current client and the product understanding mode, and simultaneously knows the historical call record and the main requirements of the current client, so as to better maintain the client, simultaneously solve the requirements of the client, record the voice through a telephone recording box arranged at the customer service end, encrypt the data by matching with an encryption module, and transmit the recorded voice to the interior of the database after the call is finished;
s6: if no historical information exists, newly building customer information in the database, solving the problems and the requirements proposed by the customer at this time, recording through a telephone recording box, encrypting data by matching with an encryption module, transmitting the call data at this time to the interior of the newly built customer information after the call is finished, and storing the call data in the interior of the database;
s7: when a customer calls a customer service telephone through a mobile terminal, a call center is dialed firstly, the call center records the calling information of a caller and stores the calling information in a database, and meanwhile, the call center sends a message to the database and searches the calling information through the database;
s8: meanwhile, the calling system wirelessly transmits the calling information to the customer service end, and judges the general requirements of the customers through intelligent voice broadcasting and voice response arranged in the calling center;
s9: and repeating the steps S4-S6, extracting the current historical information of the client from the database, and directly maintaining the client according to the historical information.
5. The use method of claim 4, wherein the dialing time and the dialing position in step S1 are used to determine the product use time and the product use position of the customer, and to search nearby nodes in cooperation with the customer service end.
6. The method as claimed in claim 4, wherein the historical information in step S2 is used to determine the product grade accepted by the customer and the major requirements of the customer for the product, and is used to perform the objective analysis and maintenance on the customer.
7. The method as claimed in claim 4, wherein the identity verification in step S4 is used to verify the current customer and the retrieved customer information.
8. The method as claimed in claim 4, wherein the phone recording box in step S5 is used to record the call for the next maintenance to provide information.
9. The method as claimed in claim 4, wherein the encryption module in step S6 facilitates encryption of the current call content for protecting privacy of the customer.
10. The system and method of claim 4, wherein the smart voice broadcast in step S8 facilitates to approximately understand the customer' S needs and provides time for database search.
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| Application Number | Priority Date | Filing Date | Title |
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| CN202211095207.2A CN115379055A (en) | 2022-09-05 | 2022-09-05 | System and method for integrating telephone with cloud CRM |
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| CN202211095207.2A CN115379055A (en) | 2022-09-05 | 2022-09-05 | System and method for integrating telephone with cloud CRM |
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2022
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Patent Citations (7)
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| US20110207484A1 (en) * | 2008-08-14 | 2011-08-25 | Talisma Corporation Private Ltd. | Unified view of short message service (sms) interaction history with other channel messages based on case identifier in a customer relationship management (crm) application |
| JP2010079887A (en) * | 2008-08-27 | 2010-04-08 | Hitachi Kokusai Electric Inc | Crm system cooperating with telephone call recording system |
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