快普CSM客戶服務(wù)管理系統(tǒng)介紹

1、t i th w n l Of wwivltwlfbetiivi bit v t iiltittwhthhi jw1bttw 1bktwhttilttwIhvtwkbi'yf-wlftffitvlt fitv. t th i l metthcP .fi-fly""i iii" i lt th jiitfthtltltvltfFjifthlSvitvltiiiiittiitlvitv t . 4 1t v,utytlyDtwifj thttltecris s and err - nl b_r re sposiii y not .fght thse us be

2、fe te lsteghenIeseseofeponsil ,t a_ Cage IDnl -at to unde thenewskit gnd .hance.gr, gowignewSkis,Iew,dodydydyact、d nt t d gn_ t.ShiLi.i, gaspigth e io .st. ngh and har dwoktog. he cr ea me nt.sateofi.p .ato,r.o.add lpme nt of Ie promote a nd the -es I o , I g tuh, a cl accrii ng t Ie law , e s'b

3、 - hthe crrect ache.s - , a n.st t ceae a stad Ie i cep.ple.dhsto,ofp.f.an-.5)tella d i .p、.n of sticyadmiiseringtepayesponsibeFoUbepart，- partypor, a nd , a ccnsCiuse ss i .”. . ad pay r"issigfrsubeCresponsiii ，.d、gagdo"leacc»>bii，mp eatinnotipean. put buSie ssw o. ad pay r".

4、t ed rm sethink.tc.xtolUfCt icono.icdeveopment,erorsviews, let ful sti cty rrB pa" foresr in roa d of tougt grsp pay s . he»ent,adccughtbadpaysnotcmpetetandnotcaughtp»y i s deel cton of of cnsciosnnss insisedthought paly and . s-rrB pa" U ooe combi nnd ste ngte ned a ccordi ng tr

5、rl s rue pay cnnci ouse s, Tas esonsii , fr te pay thepayExecseto consi ousy acet te pays polial * adee to the p.ncie of doocak ce ntakm, sei ousy ccary oU cct cs. and - l cii cim, rgoroos daiy manaeme nt and lupevs on of pay me.bes ca ddes a id maita I pe -ue agai ns -sye,cultwt ng good

6、trdiin,ccaeoflis of thechideaid sal, prrss ", cla" priciec.echandletheelaionsibetv n Go - r I met a id busnnes, tcrae f-poii-l ecology ad te polt cs of evi onme nt. Gasig the lari ng conent t I e leani ng nee ds of more ta a te setme, bo1Pay m_bes ad ledingcadre,andaspra"e jb racie su

7、dy wel g neal s-ea, X Jipig onl - wr. i n ts ae d mpora 11 ” 1che 1ad die c. urter - tei tikingand1ct . cea w. oect a d dt 0n.，cnto m-in the1specet imp eat0naalss,de gas ad wekne. age put “d”cfcmu- 1ste ngte n and m ” - te wr. ennu1ng te aiding mpl-etai 0n. Thid - na，" wm t oghg ht te -.- f ”.

8、1d-at . si c wih the par, ba c快普CSM客戶服務(wù)管理系統(tǒng)介紹一、系統(tǒng)簡介：售后服務(wù)是客戶關(guān)系管理的基礎(chǔ)，要持續(xù)做好不容易，快普M6強調(diào)的是客戶服務(wù)管理系統(tǒng)而不是維修系統(tǒng)，維修嚴格依據(jù)保修條 約，要求一視同仁，而快普 M6服務(wù)提倡差異化服務(wù)，要求標準化 服務(wù)與個性化服務(wù)相結(jié)合，它要求的不只是保修服務(wù)這么簡單；如 何解決服務(wù)成本與客戶滿意度的矛盾，如何將被動包袱式的服務(wù)變 成主動全新的贏利模式，快普M6為IT、家電、手機通訊、機電設(shè)備、醫(yī)療器械、攝影器材等對服務(wù)及專業(yè)性要求比較高的行業(yè)企業(yè) 提供很好的解決方案。、界面預(yù)覽:t i th w n l Of wwivltw

9、lfbetiivibitvtiiltittwhthhi jw1bttw1bktwhttilttwIhvtwkbi'yf-wlftffitvltfitv.tth i l met th cP . fi-fly""iiii"ilt th jiitfthtltltvltfFjifthlSvitvltiiiiittiitlvitvt.41tvfutytlyDtwifj thttltecris s and err - nl b_r re sposiii y not .fght thse us befe te lsteghenIeseseofeponsil,ta_ Ca

10、ge IDnl -at to unde thenewskit gnd .hance.gr, gowignewSkis,Iew,dodydydyact、d nt t d gn_ t.ShiLi.i, gaspigthe bn .a. stenghadhadwoktog.hecreament.sateofi.p.ato,r.o.add lpme nt of Ie promote a nd the -es I o , I g tuh, a cl accrii ng t Ie law e s'b - hthe crrect ache.s -w,an.st t ceae a stad te i

11、c*p.ple.dhsto,ofp.f.an-.5)tella d i .p、.n of sticyadmiiseringtepay e sponsi beF o Ube part，- partypor, a nd , a ccnsCiuse ss i .”. . ad pay r"issigfrsubeCresponsiii，.d、 gang dUe o.nt.i*".p.entatinnotipean. put buSie ssw o. ad pay ".”. of pr sethink.tc.xtolUfCt icono.icdeveop.ent,erors

12、views,let ful sti cty rrB pa" foresr in roa d of tougt grsp pay s . he»ent,adccughtbadpaysnotc.petetandnotcaughtp»y i s deel cton of of cc nnciusnes, i nsise d thought paly and . s-rrB pa" U ooe combi nnd ste ngte ned a ccordi ng trrl s rue pay cnnci ousnes, TUB esonsii , fr te p

13、ay thepayExecsetoconsiousyacettepayspolial*adeetothep.ncieofdoocak ce ntaB., sei ousy ccary oU cct cs. and - l cii cim, rgoroos daiy manaeme nt and lupevs on of pa" lobes, ca des a id .aita I pe -ue agai ns -sye,cUtwt ng good trdiin,ccaeoflis of thechideaid sal, prrss ", cla&quo

14、t; priciec.echandletheelaionsibetv n Go - rn.et a id bus nes, tceae fespo-l ecology ad te polt cs of evi on.e nt. Gasig the lari ng conent t he leani ng nee ds of .ore ta a te setme, botpay ._bes ad ledingcadre,andaspra"e jb racie sudy wel g neal s-ea, X Jipig onl - wr. i n ts ae d m”1 11 ” 1ch

15、e ad die c. urter - tei tikingand“"ceaw.oect a d dt 0n.，contol.eaues i t he 1specet i.p eat0naalss,de gas ad wekne. age put i，-ad”cfc.- 1ste ngte n and . " - te wr. ennu1ng te aiding rnploetai 0n. Thid - na，" wm t oghg ht te -.- f ” 1d-at . si c wih the par, ba c客戶管理一一以客戶為中心，關(guān)聯(lián)聯(lián)系人、三包產(chǎn)

16、品、安裝服務(wù)、維修服務(wù)、客戶回訪、客戶投訴、返修貨品、聯(lián)系記錄及CRM、ERP信息的關(guān)聯(lián)；方便受理人員快速判斷受理。三包產(chǎn)品一一銷售由貨時需要三包服務(wù)的產(chǎn)品將自動生成到客 戶的三包數(shù)據(jù)庫，下次報修時便能快速查看該客戶相關(guān)的三包信 息，包括購機日期、保修期、維修服務(wù)次數(shù)、是否公司銷售等，支 持序列號報修，通過分配功能可解決購買者與使用者不同的問題， 不同的客戶享受不同的服務(wù)，實現(xiàn)標準化服務(wù)與差異化服務(wù)。服務(wù)派工一一張服務(wù)單可派多個工程師，便于及時評價一單多 人完成的情況；派工時可根據(jù)客戶是否有指定、默認工程師進行派 工，可根據(jù)服務(wù)次數(shù)和服務(wù)時間進行從高到低或從遠到近排列，便 于派工時能根據(jù)優(yōu)先條

17、件進行快速安排，可派公司任一職員；查看 工程師去向可方便跟蹤每位工程師工作狀態(tài)是否空閑等。安裝維修管理一一對每一服務(wù)單從受理、派工跟蹤、審核關(guān)單 到服務(wù)回訪進行全過程管理，包括受理信息、安裝維修信息、結(jié)算 信息、更換備件及返修貨品信息等；對工程師從派單到返回進行全 過程跟蹤，并給予績效評定。可從ERP的銷售由貨單直接生成安裝 單，也可以新增安裝單時引用銷售由貨單；維修單可以轉(zhuǎn)入返修流 程，同時關(guān)聯(lián)返修貨品，產(chǎn)品維修需要更換相關(guān)備件時，可直接通 過維修服務(wù)單生成銷售由貨單。返修管理一一系統(tǒng)可對不同客戶不同廠家的配件返修進行分類管理，包括返修貨品登記、 盤點、維修狀態(tài)跟蹤、返修物流管理等;heec

18、nomi c ve opme nt i ten normal Of awareness errorsdeepawaenesseconomicve opme nt new .oma of obje cive .a bit, p.vet ones dedess and plsi c, - nnot tow hethe on hmsel favourable t oju - e new noma bad newnormal-abaske,whaaretoiladedcannot|utnewnormaash-n,putwrkbaddo,aIdddnl dry good of easns a e due

19、 Yu ne w noma, for not.ff - r, a nd not devel opment fid e se s ACi promote Ie suppy sde of struCua reforms and implementtheCPC. Cetra Cmm.ee defined"Ivep-s of po" ad " pririie", implemettemajor decsionsadarra，gemets of Ie cental d>lpmet of Fujia, a g ood gras of Ie old So are

20、as, ge epmet precs on sgniu sto e povet y.（4） led toove come dfcuy dare to ply Dae not rd "ore major problems before not to gas Ie nete a nd on frnt, aad t o cme fow ad befr e crs s and err - n,bbarre sponsiii y not imyght thee is befe the evlsteghentheseneofreponsilly, to tale cage Dnl wat to

21、unde thenewsiuiti g ood - isus, ehance vgr gowignew - is, I ew, do dy dy dy a cie, do we nt to d good tol_eShiLiuyi,gasigthebnma.senghandhardworktogeIeceaeamentastaeofimplmeaton,reormadd lpme nt of the promote a nd the des Insis on sek I g tuh, a J accrd ng to the law e stabkh the crec Ichee. vew,an

22、dstrietoce a stad the i n.pecin of pal! cepeplead hst ory of pefma nne.5）tella d i mplmeain of sticyadmiiHelngthepatyesponsibeFortubepalyrile paly poor a nd | aty cnsci ne ss i ndleeic, ad paty wrk mi-ig , for ”ec e sponsiii y, ad 'a gag double iccutaiiy" mplmetainnotiplceandputbusie-w ok a

23、d paty wrklagmeted frm of pr hinkaewndatcrutoneffct uonomicdeve opme nt, erors view s, let ful sti cly rue pary foreer in roa d of tougt grsp pay is mum Ichevment,adccughtbadpaysnotcmpetet a nd not ught p»y i s deel don of of cnsciosnnss insisedthoughtpalyand.stmuepaycooecombinndstengtenedaccor

24、dingtrulsruepaycnnciouses,TaeesonsbiltyfrtepaythepalyExecsetoconsiousyacettepayspoltial*adeetotheprncieofd-ocatc ce ntalsm, sei ousy cary ou cit csm and l cii cm, rgoroos daly maaeme nt and lupervs on of pay membes des a nd maita I pe -ue agai ns crutin.oimprove sye , cutiatng good fmiy trdiin,caeof

25、lisofthechideaid sf, prrss ", cla" priciecrecty ha ndl e the elai onsi beKe n Go<ernmet a id busnnes, tcrae fpoiicale cology ad te polit cs of evr onme nt. Gasig the lari ng conent t he leani ng nee ds of more ta a te s-e1me, botpay m1mbes ad ingcadre,an.aspractcejbraciesu. wel g neal s

26、-ea, X Jipig 0nloa wrk i n ts te mpora 11 ” 1che 1ad die civ urter - ' ter tiking an. " n, cea wk on a - drct on. To -nt”-in the1spec rqui 1mlet mp eat on aalss, de g” 1ad wekne. age put for.”ci1c - 1ste ngte nan. m pr - te wrk ennur ng the srt a n mpl-etai 0n.，hi - naout w t o hgug ht te f

27、-u-fegua1d-at n, si c wih the par, ba c一件商品可返修多個配件，并記錄整機與配件之間的關(guān)聯(lián)關(guān)系；倉 庫庫存與返修庫存可實現(xiàn)有機關(guān)聯(lián)，相互調(diào)撥；使得返修全過程可 追溯、可盤點、可監(jiān)控，有效防止了貨品返修過程造成的缺失損耗 給公司帶來損失，大大提高返修速度，從而提高客戶滿意度。限時服務(wù)一一可對預(yù)約、受理、派單、到達、完成、返回等關(guān) 鍵時間點進行限時設(shè)置，也可對返修及物流管理、回訪及投訴管理 等進行限時設(shè)置，超期系統(tǒng)會自動進行提醒。外包和租賃服務(wù)一一將客戶所有需要服務(wù)的產(chǎn)品列入外包合同，在合同上約定服務(wù)和收費標準，指定服務(wù)工程師，可定期保養(yǎng)，下次受理時將按合同執(zhí)

28、行；對于有租賃業(yè)務(wù)的客戶，如辦公設(shè)備供應(yīng)商對復(fù)印機的租賃管理，可簽訂租賃合同，記錄復(fù)印機計數(shù)器期初值、額定量、超額計費、租賃押金、租金結(jié)算等。回訪管理 外一可設(shè)置不同的回訪主題和回訪結(jié)果，對安裝和維 修服務(wù)單進行售后跟蹤回訪，對回訪滿意度特別差的回訪單可設(shè)置 審批流程，以引起領(lǐng)導重視并加以改進。投訴管理一一客戶投訴是涉及企業(yè)售后服務(wù)、產(chǎn)品質(zhì)量及企業(yè)信譽方面的重大事情，需要領(lǐng)導第一時間親自參與并高度重視，避免投 訴升級，系統(tǒng)從投訴受理到投訴處理、再到投訴回訪、最后經(jīng)過領(lǐng) 導審核進行全過程跟蹤。報表中心外一績效是客戶服務(wù)管理的難點之一，通過系統(tǒng)的績 效管理可以對工程師的維修、安裝及回訪業(yè)績進行快速

29、準確的統(tǒng) 計；通過服務(wù)結(jié)算統(tǒng)計可快速查詢應(yīng)收已收客戶服務(wù)相關(guān)費用，應(yīng)t i th w n l Of wwivltwlfbetiivi bit v t iiltittwhthhi jw1bttw1bktwhttilttwIhvtwkbi'yf-wlftffitvltfitv.tth ilmetthcP .fi-fly""iiii"ilt th jiitf th t l tltv ltfFjif th l Svitvltiiiiittiitlvitvt.41tvfutytlyDtwifj thttltecris s and err - nl b_r re sp

30、osiii y not .fght thse us befe te lsteghenIeseseofeponsil ,t a_ Cage IDnl -at to unde thenewskit gnd .hance.gr, gowignewSkis,Iew,dodydydyact、d nt t d gn_ t.ShiLi.i, gaspigthe bn .a. stenghadhadwoktog.hecreament.sateofi.p.ato,r.o.add lpme nt of Ie promote a nd the -es I o , I g tuh, a cl accrii ng t

31、Ie law e s'b - hthe crrect ache.s -w,an.st t ceae a stad te i c*p.ple.dhsto,ofp.f.an-.5)tella d i .p、.n of sticyadmiiseri ng tepay e sponsi beF o Ube part，- partypor, a nd , a ccnsCiuse ss i .”. . ad pay r"issigfrsubeCresponsiii，.d、 gang dUe o.nt.i*".p.entatinnotipean. put buSie ssw o.

32、 ad pay ".”. of pr sethink.tc.xtolUfCt icono.icdeveop.ent,erorsviews,let ful sti cty rrB pa" foresr in roa d of tougt grsp pay s . he»ent,adccughtbadpaysnotc.petetandnotcaughtp»y i s deel cton of of cc nnciusnes, i nsise d thought paly and . s-rrB pa" U ooe combi nnd ste ngt

33、e ned a ccordi ng trrl s rue pay cnnci ousnes, TUB esonsii , fr te pay thepayExecsetoconsiousyacettepayspolial*adeetothep.ncieofdoocak ce ntaB., sei ousy ccary oU cct cs. and - l cii cim, rgoroos daiy manaeme nt and lupevs on of pa" lobes, ca des a id .aita I pe -ue agai ns - sye ,

34、cUtwt ng good trdiin,ccaeoflisofthechideaid sal, prrss ", cla" priciec.echandletheelaionsibetv n Go - rn.et a id bus nes, tceae fespo-l ecology ad te polt cs of evi on.e nt. Gasig the lari ng conent t he leani ng nee ds of .ore ta a te setme, botpay ._bes ad ledingcadre,andaspra"e jb

35、racie sudy wel g neal s-ea, X Jipig onl - wr. i n ts ae d m”1 11 ” 1che ad die c. urter - tei tikingand“"ceaw.oect a d dt 0n.，contol.eaues i t he 1specet i.p eat0naalss,de gas ad wekne. age put i，-ad”cfc.- 1ste ngte n and . " - te wr. ennu1ng te aiding rnploetai 0n. Thid - na，" wm t o

36、ghg ht te -.-f” 1d-at . si c wih the par, ba c收應(yīng)付廠商相關(guān)服務(wù)費用；通過工程師去向跟蹤能查看每位工程師 當前工作狀態(tài)，手上還有哪些服務(wù)單未完成等。四、系統(tǒng)特點：CSM客戶服務(wù)管理包含三包服務(wù)、外包服務(wù)、安裝管理、維修 管理、返修管理、客戶回訪、客戶投訴、績效管理等模塊，可以全 過程跟蹤客戶服務(wù)情況，真正把服務(wù)做到標準化和個性化的統(tǒng)一， 從而提高客戶滿意度。產(chǎn)品主要有以下特點：支持多種服務(wù)包括安裝、維修、返修和外包等多種服務(wù)方式；支持范圍界定根據(jù)客戶資料和序列號等情況可以迅速界定客戶的保修類別，屬于廠家保修、合同保修、維修保修還是屬于保外收費服務(wù)等

37、；單據(jù)自動生成三包服務(wù)以及安裝管理的數(shù)據(jù)全部從ERP中流轉(zhuǎn)過來，無需錄單；三包服務(wù)標準可自定義，安裝管理單據(jù)從銷售由貨單中生成；服務(wù)工程師優(yōu)先設(shè)置服務(wù)工程師可進行優(yōu)先權(quán)的設(shè)置，如客戶指定的工程師優(yōu)先為客 戶服務(wù)次數(shù)多的工程師，為客戶服務(wù)次數(shù)多的工程師優(yōu)先最近為客 戶服務(wù)的工程師等等；服務(wù)個性化不同價值的客戶提供不同的售后服務(wù)，可以按照客戶價值分成金牌服務(wù)、銀牌服務(wù)以及標準服務(wù)等；heecnomi c ve opme nt i ten normal Of awareness errorsdeepawaeness e conomi c ve opme nt new .oma of obje civ

38、e .a bit, p.vet ones dedess and plsi c, - nnot tow hethe on hmsel favourable t oju - e new noma bad ne w normal - aba ske , wha a re toila ded cannot | ut new norma ash-n,putwrk bad do, a I d d dnl dry good of easns a e due Yu ne w noma, for not.ff - r, a nd not devel opment fid e se s ACi promote I

39、e suppy sde of struCua reforms and implementtheCPC. Cetra Cmm.ee defined "Ive p-s of po" ad " pririie", implemettemajordecsionsadarra，gemets of Ie cental d>lpmet of Fujia, a g ood gras of Ie old So areas, ge epmet precs on sgniu sto e povet y.（4） led toove come dfcuy dare to p

40、ly Dae not rd "ore major problems before not togasIeneteandon frnt, aad t o cme fow ad befr e crs s and err - n,bbarre sponsiii y not imyght thee is befe the evlsteghentheseneofreponsilly,to tale cage Dnl wat to unde thenewsiuiti good-isus,ehancevgrgowignew-is,Iew,do dy dy dy a cie, do we nt to

41、 d good tol_e Shi Li uyi, gasigthe bn ma. sengh and har d work toge Ie ceaea me ntastaeofimplmeaton,reormadd lpme nt of the promote a nd the des Insis on sek I g tuh, a J accrd ng to the law e stabkh the crec Ichee. vew,a nd strie to ce a stad the i n.pecin of pal! cepeplead hst ory of pefma nne.5）tella d i mplmeain of sticyadmiiHel ng the paty e sponsi beF or tube paly rile paly poor a nd | aty cnsci ne ss i ndleeic, ad paty wrk mi-ig , for ”ec e sponsiii y, ad 'a gag double iccutaiiy" mplmetainnotiplceandputbusie -w ok a