CRM-based Customer Service Workflow Reengineering For D Shipping Company Qingdao Branch

As an important link of economic globalization,container shipping enterprises,after a series of technological changes,are facing more and more complex and diverse internal and external environments,and the contradiction between the service work mode of shipping enterprises and the internal and external environments is becoming more and more prominent,so it is urgent to re-evaluate and re-engineer the internal work processes.In the post COVID-19 period,the shipping industry continues to heat up as the manufacturing industry gradually returns to normal production.Shipping companies will inevitably need to adjust their existing customer service workflows with the help of information systems in order to cope with the increasing number of bookings and customer inquiries and to provide better service to their customers.This paper mainly focuses on the study of customer service workflow reengineering in the newly launched CRM system environment of D Shipping Company Qingdao Branch,and it comprehensively evaluates the research and development status of CRM at home and abroad,draws on the implementation experience of other shipping companies on related business process reengineering,analyzes the actual situation of D Shipping Company,and uses PDCA cycle to point out the implementation steps and stages of customer service workflow reengineering of D Shipping Company Qingdao Branch.Finally,the customer satisfaction and employee experience of the project implementation process were investigated and evaluated through telephone or visit research,so as to get the conclusion of the final customer service workflow reengineering implementation effect.