M T GII PHP CRM

Ni dung
1

M hnh h thng ..................................................................................................................................3

1.1

M hnh tp trung .....................................................................................................................3

1.2

M hnh phn tn .....................................................................................................................3

1.3

S chc nng .......................................................................................................................5

M t gii php ......................................................................................................................................5

2.1

H thng chm sc khch hng qua in thoi ........................................................................5

2.1.1 Cht lng thoi ....................................................................................................................6
2.1.2 Tnh nng tr li t ng - IVR ..............................................................................................6
2.1.3 Tnh nng nhc ch - Music on hold .....................................................................................6
2.1.4 Tnh nng kch bn theo thi gian - Time condition..............................................................6
2.1.5 Tnh nng th thoi - Voice mail ...........................................................................................6
2.1.6 Tnh nng phn phi t ng - ACD ......................................................................................7
2.1.7 Tnh nng phn phi cuc gi theo lut khch quen ............................................................7
2.1.8 Tnh nng ghi m - Voice recording .......................................................................................7
2.1.9 Ti u chi ph thoi ................................................................................................................7
2.1.10 Tnh nng hi thoi nhm - Conference................................................................................8
2.1.11 Gi ni b gia cc chi nhnh ...............................................................................................8
2.1.12 Thng k, gim st, qun l h thng thoi ..........................................................................8
2.1.13 Tng tc vi CSDL khch hng ......................................................................................... 10
2.1.14 Cc tnh nng m rng khc ............................................................................................... 10
2.1.15 Kch bn linh lot, d ty bin ............................................................................................ 11

2.2

H thng qun l quan h khch hng .................................................................................. 11

2.3

H thng chm sc khch hng qua mail .............................................................................. 13

1 M hnh h thng
1.1 M hnh tp trung

Ch cn xy dng 1 trung tm CSKH t ti tr s chnh (VD: ti H Ni) .

H thng c kt ni vi nh cung cp thoi qua ng cp quang dng
cng ngh ISDN.
Cc vn phng nhnh ti Nng, H Ch Minh, kt ni ti h thng ti
vn phng chnh qua internet.
Ti u qun l, tit kim chi ph, thch hp khi cc chi nhnh c s nhn
vin t & trung bnh.

1.2 M hnh phn tn

 Cc chi nhnh u c h tng thit b v h tng thoi ring.

H thng d liu khch hng c ng b gia cc chi nhnh.
H thng c kh nng d phng s c tt hn m hnh tp trung
Thch hp khi cc chi nhnh u cn s lng nhn vin ln.

1.3 S chc nng

2 M t gii php
Gii php CRM bao gm 3 thnh phn:
-

H thng chm sc khch hng qua in thoi

H thng qun l d liu khch hng

H thng chm sc khch hng qua mail

2.1 H thng chm sc khch hng qua in thoi

H thng VoIP thc hin vic chm sc khch hng qua in thoi vi cc c im
chnh nh sau:

2.1.1

Cht lng thoi

H thng kt ni ti nh cung cp dch v qua ng cp quang, s dng cng ngh s

m bo cht lng v n nh.
Nhn vin ti trung tm CSKH u s dng tai nghe chuyn dng loi eo 1 bn v mic
lc nhiu, c nh hng, m bo m thanh trung thc nht khi ni chuyn vi khch
hng.
2.1.2 Tnh nng tr li t ng - IVR
H thng hng dn khch hng thao tc cn thit ti tng phng ban.
V d: Xin knh cho qu khch, qu khch vui lng nhn s ni b ca ngi cn gp
hoc nhn 0 c tr gip, xin cm n !
2.1.3 Tnh nng nhc ch - Music on hold
H thng s thay ting ch tt tt ca in thoi thng thng bng cc on nhc ch,
gip to s thoi mi cho khch hng trong lc ch i
2.1.4 Tnh nng kch bn theo thi gian - Time condition
H thng cn c vo thi gian cuc gi c thc hin hot ng theo kch bn ph
hp.
Trong gi lm vic: Khch hng c nghe li cho v chuyn ti b phn cn
thit.
Ngoi gi lm vic: Khch hng gi ngoi gi lm vic c nghe thng bo
ht thi gian lm vic, h thng t ng chuyn khch hng ti kch bn nh
o Khch hng s c hng dn li li nhn
hoc
o Khch hng c chuyn ti my hotline.
2.1.5 Tnh nng th thoi - Voice mail
Cho php khch hng li li nhn khi gi ti h thng CSKH vo ngoi gi lm vic.
Nhn vin CSKH s kim tra hp th thoi v nhn li nhn ca KH vo ngy k tip.

2.1.6 Tnh nng phn phi t ng - ACD

Cuc gi ca khch hng c phn chia vo nhm nhn vin h tr theo cc thut ton
phn phi thng minh:
chung tt c cc my cho ti khi 1 my nhn in.
chung vo nhn vin c s cuc nghe t nht.
chung vo nhn vin c thi gian nghe t nht.
chung ngu nhin
chung theo th t xoay vng, c ghi nh nhng nhn vin nhn in.
2.1.7 Tnh nng phn phi cuc gi theo lut khch quen
Vi nhu cu chm sc khch hng VIP, h thng c th phn chia cuc gi vo theo lut
khch quen.
Mt khch hng A ang c nhn vin quen B chm sc th cc cuc gi ca A vo h
thng s c u tin vo B. Trong trng hp B ngh hoc bn, cuc gi c chia
vo nhm nhn vin cn li.
2.1.8 Tnh nng ghi m - Voice recording
Ton b cuc gi vo/ ra ca nhn vin s c ghi m li. Ngi qun l c th nghe li
cc file ghi m ny kim tra cht lng h tr khch hng
2.1.9 Ti u chi ph thoi
H thng gip ti u chi ph thoi ca cng ty thng qua cc tnh nng:

 nh tuyn cuc gi t ng:

Cc ph in thoi ca cc nh cung cp khc nhau c s chnh lch ng k. Do
vy, gim chi ph thoi, h thng s t ng chn ng thoi c chi ph thp nht
ng vi tng cuc thoi.
T ng la chn dch v gim cc:
Vi cc cuc gi lin tnh v quc t, h thng s t ng chuyn cuc gi qua cc
nh cung cp dch v gi in thoi ng di (VD: qua cc u s 171, 177... )
gim ti a chi ph gi.
2.1.10 Tnh nng hi thoi nhm - Conference
Mt phng hp qua in thoi c thit lp phc v nhu cu hi hp t xa ca cn b
cng ty. tham gia hp ch cn c in thoi, thc hin gi ti s in thoi ca phng
hp v nhp m kha. Tnh nng ny rt thun tin khi cn hi hp nhanh v vi nhiu
ngi cc a im phn tn, thm ch ang di chuyn.
2.1.11 Gi ni b gia cc chi nhnh
Khi cng ty c nhiu chi nhnh, nhn vin ti cc chi nhnh c th gi cho nhau hon
ton khng mt ph.
2.1.12 Thng k, gim st, qun l h thng thoi
Ngi qun l d dng kim tra hot ng ca nhn vin qua cc nht k cuc gi, qua
ghi m cc cuc thoi.
Thng k s cuc gi, thi gian gi trung bnh, tng thi gian gi trong mt
khong thi gian

Lp th, so snh cuc gi ca nhiu ngy

 Phn tch ti 1 thng

Phn tch ti 1 ngy

2.1.13 Tng tc vi CSDL khch hng

H thng thoi c th tng tc vi CSDL khch hng, t ng tm d liu khch hng
v chuyn ti nhn vin ang tip nhn cuc gi. Thng tin tip tc c nhn vin h
tr cp nht thng qua giao din ca chng trnh qun l khch hng.
2.1.14 Cc tnh nng m rng khc
Follow me:
Khi c cuc gi ti my nhn vin, nu nhn vin khng c ti cng ty, h thng
s t ng chuyn cuc gi sang my nh ring, di ng theo danh sch s khai
bo sn. Tnh nng ny gip gi lin lc lin tc vi khch hng.
Blacklist:
Cuc gi t cc s in thoi trong blacklist s b chn. Tnh nng ny nhm chn
cc cuc gi gy ri.
Gi ni b:
Vic gi ni b d dng, nhn vin ch cn nhn s ni b ca ngi nghe v nhn
call
PIN:
H thng c th t m ring cho tng nhn vin kim sot vic gi ra
Callback:

Khi KH gi ti, h thng t cp my v gi li cho KH bng knh thoi chi ph

thp nht. Khch hng s khng mt cc in thoi. Tnh nng ny thng p
dng cho vic chm sc khch hng quc t.
2.1.15 Kch bn linh lot, d ty bin
Mi khch hng gi vo 1 u s in thoi ca cng ty s c chm sc qua 1
kch bn.
H thng h tr khng gii hn s kch bn chm sc khch hng.
Mt kch bn c th s dng nhiu tnh nng ca h thng: tr li t ng, nhc
ch, hp th thoi, phn chia cuc gi thng minh, .

2.2 H thng qun l quan h khch hng

H thng qun l quan h khch hng c nhng tnh nng sau:
Khch hng (KH):
o Lu tr cc thng tin nh: h tn, xng danh (c, bc, anh, ch, ch...), th,
in thoi, a ch, ngy sinh, sn phm KH quan tm, trng thi (ang mi
mua, mua...), loi KH (bnh thng, tim nng, VIP...), ghi ch (nhn
vin ghi cc thng tin khc lin qua n KH nh s thch c nhn...) v cc
thng tin khc theo yu cu ca tng doanh nghip.
o Chuyn d liu t excel vo database t ng (nu d liu trn excel r
rng).
o Tm kim KH theo cc thng tin c lu tr
o Chnh sa thng tin KH
Nhn vin:
o Lu thng tin: Account trn h thng, h tn, ngy sinh, ch k (nu tch
hp h thng phn chia th), s ni b, s di ng
o Qun l nhn vin theo phng ban
o Phn quyn account (nhn vin, qun l, gim c...)
o t lch ngh php cho nhn vin ( trnh chia vic, in thoi, th cho
NV ngh php)

o t kh nng lm vic ca nhn vin (VD: nhn vin mi, cha quen vic
s c chia t vic hn cc nhn vin khc).
o Tm kim, chnh sa thng tin nhn vin
Phng ban:
o Tu bin cu trc, chc nng (mi mua, h tr, kho, marketing, ha n...)
o Ty bin sn phm m phng ban ph trch
o Ty bin lung cng vic gia cc phng ban (VD: sau khi mi mua, KH
ng th KH s c chuyn sang bn lm th tc chm sc...)
Qun l sn phm (ty bin cu trc, ty bin m t v sn phm)
Chm sc KH:
o Cp nht qu trnh chm sc KH
o Lu y lch s chm sc KH (KH gi in thoi hay gi th, vn
ca KH, hng gii quyt ca nhn vin).
o Cng vic c chia u cho cc nhn vin
o KH c chm sc theo lut khch quen (tm ng ngi chm sc gn
nht)
o KH c chm sc theo th t u tin (KH VIP, KH tim nng...)
o Bo t ng cc trng hp cn chm sc
Bo c th cn chm sc (nu tch hp h thng phn phi th)
Bo c in thoi gi n (tch hp h thng VoIP)
Bo cc s kin: KH t mua qua web, sinh nht KH, KH dng sp
ht thi hn gi sn phm...
o t lch hn chm sc
o C th lc (ch cho hin th) theo nhn vin, theo phng ban, theo pha h
tr.
o La chn cc trng hp thng gp (c th thm bt), gip gim thi gian
thao tc ca nhn vin.

 Thng k, bo co:
o S lt chm sc ca NV hoc ca ton b NV theo khong thi gian
o S lt c chm sc ca KH theo khong thi gian
o Thng k theo loi KH (tim nng, VIP)
o Thng k theo tnh trng KH (ang mi mua, ng mua...)
o T l: ng , khng mua... theo phng ban, theo nhn vin theo khong
thi gian
o Bo co dng th bin thin theo thi gian (ca cc thng tin thng k
c)
o V cc thng k khc theo yu cu ca tng doanh nghip
Click to call: Nhn vin c th bm vo s in thoi thit lp cuc gi.
Auto Popup: t ng m h s khch hng khi c cuc gi ti.

2.3 H thng chm sc khch hng qua mail

Nhn, chia th:
o Nhn vin c th xem th v thao tc ngay trn h thng (y thng tin:
thng tin KH (nu c trong h thng), ngi gi, tiu , ni dung, cc
file nh km)
o H tr kh nng thm, bt chnh sa lut nhn, chia th (nhn t u, chia
cho b phn no)
o Tng thch mi mail server h tr POP3
o Chia u th cn chm sc cho cc nhn vin h tr
o Chia theo lut khch quen (tm ngi h tr gn nht)
Gi th:
o Tch hp kh nng gi th ngay trn h thng
o T ng in ch k
o T ng lu tr th gi vo lch s h tr KH (bao gm c nhn vin
no thc hin gi th)

o Tt c cc th gi ra u t 1 (hoc vi, ty s lut) a ch gip gim phin

h cho KH
o Th gi i b li s t ng c chuyn li ngi gi
Qun l th:
o Th mu: c th thm, bt, chnh sa, gip gim thi gian thao tc ca
nhn vin (VD: th gii thiu sn phm, th hi thm sc khe, th chc
mng SN...)
o Th cm n, th phn nn (nhn vin phn loi)
o Th gi ra, th nhn vo
o Thng k, tm kim th
X l th t ng:
o Cho php thm, bt, chnh sa lut
o H tr x l: xa, gi tip, chuyn n phng ban khc, tr li t ng
(theo th mu)