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采用SAPCRM7.0软件,针对燕山石化公司在销售管理、客户与产品服务与管理等方面的业务需求,率先在中国石化生产企业建设了客户关系管理系统。该系统配置了主数据管理、销售管理和服务管理三大模块,并根据客户类型开发定制了相应的客户服务流程;通过WEB Services方式,开发了燕山石化客户关系管理系统(CRM)与销售公司CRM、燕山石化企业资源计划系统(ERp)、实验室信息管理系统(LIMS)和短信平台等系统的数据接口;采用文件传输协议FTP方式,实现了产品质量报告单的网上查询。CRM投用后,提高了燕山石化的产品与服务水平,提高了客户体验满意度。
Using SAPCRM7.0 software, Yanshan Petrochemical Co., Ltd. took the lead in establishing a customer relationship management system for Sinopec production enterprises in response to the business needs of Yanshan Petrochemical Company in sales management, customer and product service and management. The system is equipped with three main modules of master data management, sales management and service management. According to the customer type, the system customizes the corresponding customer service process. Through the WEB Services approach, Yanshan Petrochemical Co., Ltd. has developed CRM and sales company CRM , Yanshan Petrochemical Enterprise Resource Planning System (ERp), Laboratory Information Management System (LIMS) and SMS platform and other systems. The file transfer protocol (FTP) method is adopted to realize the online inquiry of the product quality report form. After CRM is put into use, the product and service level of Yanshan Petrochemical have been raised and the customer experience satisfaction has been raised.