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Interactive customer relationship management system in automobile industry

A kind of customer relationship management, interactive technology, applied in the direction of transmission system, registration/instruction vehicle operation, data processing application, etc., to achieve the effect of improving service quality and service efficiency, low price, and simple technical content

Inactive Publication Date: 2009-04-29
徐立
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0006] The invention discloses an interactive customer relationship management (CRM) system in the automotive industry with functions such as data collection, data statistical analysis, and real-time reservation. There is a defect in the process of passively understanding the customer's car usage, so that car manufacturers can provide customers with accurate, timely and targeted car maintenance or repair services

Method used

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  • Interactive customer relationship management system in automobile industry
  • Interactive customer relationship management system in automobile industry
  • Interactive customer relationship management system in automobile industry

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0038] Embodiment one: if figure 2 Shown is the process of using the present invention to actively contact customers to reserve maintenance and repair services. The vehicle information collection terminal collects the log data of the customer's car driving, such as the driving speed, mileage, fault codes of the working status of the electronic control components such as the engine, gearbox, ABS (brake), and oil sensor, and then sends them through the wireless communication network To the data processing center; the data processing center analyzes and monitors the log data uploaded by the vehicle information collection terminal, and enters the analyzed data into the database as CRM data; when the data processing center judges that the customer's car meets the required service status, a service reminder will be generated The information is transmitted to the customer service center; the customer service center calls the database through the data processing center, makes corresp...

Embodiment 2

[0039] Embodiment two: reference image 3 , When the call service center receives a call from a customer, if the customer is inquiring about the information about the purchased car or about the car product, the service personnel will answer the customer after querying the relevant CRM data in the database based on their own knowledge and experience or through the data processing center. After answering the customer's consultation, the staff enters the content of the consultation and the answer to the database through the data processing center.

[0040] If the customer requests maintenance or complaints, after learning the basic information of the customer, the service personnel will query the database through the data processing center to determine whether the customer is calling for the first time. If it is the first call, the staff will enter the customer's Incoming call information; if it is not the first call, query to determine whether the response content is the same as...

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PUM

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Abstract

The invention belongs to the technical field of automobile service industry, and particularly relates to an interactive customer relationship management system used in the automobile industry. The system comprises an automobile information acquisition terminal, a data processing center, a database, a customer service center and a call service center. The system is realized by a computer system with a data processing function, overcomes the disadvantages of passively understanding the customer automobile service condition during serving the customer in the existing automobile industry, which causes automobile manufacturers to be capable of providing accurate, timely and pertinent automobile maintenance or repair services.

Description

Technical field [0001] The invention belongs to the technical field of the automobile service industry, and particularly relates to an interactive automobile industry customer relationship management (CRM) system with functions such as data collection, data statistical analysis, and real-time reservation. Background technique [0002] Cars are a very important means of transportation in modern society. The automobile industry is regarded as a pillar industry by various countries and plays a decisive role in the process of economic development. As the global economy becomes increasingly integrated, competition in the international and domestic automobile industries becomes increasingly fierce. my country's automobile industry is also facing huge challenges, but it is also an opportunity. Therefore, the adoption of internationally advanced management ideas and modern management methods has become one of the important guarantees for the sustainable development of the automobile...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/00G06Q50/00H04L29/08G07C5/00G06Q10/06
Inventor 徐立
Owner 徐立