Soft Com EMail p CRM e CRM Service
- Slides: 54
Soft. Com E-Mail 기반 p. CRM 개발 계획서 e. CRM Service Solution
목차 개발 배경 Soft. Com p. CRM Service Solution Soft. Com Marketing Soft. Com Customer Management Soft. Com Sales Management Soft. Com Automatic Reply Soft. Com E-Mail Soft. Com Messenger System Architecture System Requirements
개발 배경 e. Business Communication Channel이 lnternet 중심으로 변화 Internet이 활성화되었고 비용도 lnternet을 통한 수단이 가장 저렴 $ 50+ $ 4. 05 직접 방문 Branch office 비용 $ 1. 40 $ 0. 2 CTI (전화) 자료출처 - Tower Group (美, 1999. 5) 전화 중심의 고객센터도 lnternet 중심으로 변화 Call Center Email Live Chat Call Center 메신저 Email Internet Email
Ccustomer Management Email 관리서비스 Web을 통해 들어오는 모든 email을 Soft. Com e-mail 으로 신속하게 응대/관리할 수 있습니다. Web form 뿐 아니라 mail client program을 이용하여 mail address로 직접 들어오는 메일까지 모 두 Soft. Com e-mail 에서 관리할 수 있습니다. 담당자별 Address Web Form Mail Client Program (Outlook)
Ccustomer Management 영업관리
Soft. Com 자동응답 Web Self Service Solution ü Real-time Automatic Response(RAR) ü Smart FAQ System ü FAQ for NOW Surfing! 자연어 처리 엔진을 통해 Web Site 상에서 즉각적인 자동 답변을 제시하고, 고객을 Self Service로 유도하는 solution
Soft. Com e-mail Email Center Solution ü Easy to Excess, Easy to Use ü Inbound EMS(Email Management System) ü Flexible Work-flow Management Web을 통한 고객 질문에 신속, 정확하게 응답하고 웹고객 센터 조직을 효율적으로 관리할 수 있게 해주는 Email Center Solution
Soft. Com 메신저 Web Chatting Service Solution ü Synchronous Real-time Chatting ü Web Escorting ü Coordinated Management with email & Voice Web을 통해 고객과 실시간 채팅을 할 수 있고 타 고객 채널과의 통합 관리가 가능한 Synchronous Web Chatting Service Solution
System Architecture Soft. Com 자동응답 / e-mail 처리 흐름도 Business Rules 1. 2. 3. 4. 5. 6. 7. Web form 문의 메일 문의 답변 실시간 문의 FAQ 검색 실시간 답변 FAQ
System Architecture Network 구성도 고객 Intranet Web Server Soft. Com Server DB 고객용 인터넷 사이트 p. CRM 설치 업체 Supervisor Group
System Architecture Software 구성도 Web Browser (HTML, Active-X) Visual Studio (Development) SQL Server Databases Legacy Systems External Applications Thin Client Rich Client . EXE Client COM Server Windows 2002 or Windows NT Server (IIS Web Server)
System Requirements n n Client Requirements n H/W : Pentium급 이상 n S/W : Internet Explorer 4. 0 이상/Netscape Navigator 4. 06 이상 Soft. Com EMS Server Requirements n Minimum H/W : Pentium III, 256 MB RAM, 4 GB HD n Preferred H/W : Dual Pentium III 700 MHz, 512 MB RAM, 30 GB HD n Software Configuration Microsoft Windows NT 4. 0 or Windows 2002 Server Microsoft SQL Server 7. 0 Microsoft IIS 4. 0 n E-Mail Server Requirements n Receiving : POP 3 지원 메일서버 n Sending : SMTP 지원 메일서버
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