Siebel-based Telecommunications Business Integration Design And Implementation Of The Crm System

With the restructuring of the telecommunications operators, the competition between the three main companies has become more and more serious. In the next several years, one of the Shanghai Telecom's primary goals is to take advantage of the integrated business and enhance the centralized management, so as to provide customers with high quality integrated service. To achieve this, a more efficient improvement is needed to the supporting system of the entire business. As one of the core business supporting systems, CRM should not only support the fixed-line business, but also the full service (both the fixed-line and the mobile business) to provide customers with better and more comprehensive service experience. In summary, a full service CRM system is required.The CRM system of Shanghai Telecom is characterized by the integration of CDMA mobile business and full service. With this as a background, and also according to the orientation and present situation of CRM system in the whole MBOSS, the requirement analysis, general structure, detailed design and realization of CRM are all clarified in this thesis. Shanghai Telecom's CRM system is based on Siebel software package, and secondary development is enhanced to the original Siebel function and process according to the situation of enterprise. A 3-layer structure and web-based user interface are employed in the CRM system, and the single sign-on and user security control are realized by the method of unified authentication. As a customer-centered platform, Shanghai Telecom's CRM system provides various system functions including marketing, sales, customer service, order processing, agent management and terminal management etc. The customer management module and package management module, which are key parts to the development of full service, are explained clearly in this thesis. In the end, some ideas are proposed about how to solve the existing problems in the Shanghai Telecom CRM system.With the construction of full service CRM system, Shanghai Telecom gets a better relationship with customers, greatly improves its public image and enhances its competitive strength. On the other hand, the process of the system construction puts forward new thought about how to build and improve a CRM system in the future.