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Comprehensive Lead and Case Management Process Integration between CRM and ERP Systems

This document outlines the integrated specifications for managing lead and case processes within the HMB CRM and ERP systems, including Siebel and SAP interfaces. It details key processes such as lead generation, allocation, follow-up activities, and case resolution management. The specification includes data exchanges between systems for vehicle information, dealer details, customer identification, and performance monitoring. It also addresses the automatic and manual allocation of leads to dealerships, ensuring enhanced communication and efficiency in lead management.

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Comprehensive Lead and Case Management Process Integration between CRM and ERP Systems

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  1. Process Specification

  2. Revision History

  3. 1. Process Item List

  4. 1. HMB CRM Process Specification EAI CRM HMB ERP HMB System(Siebel) HMB SAP Adapter HMB JDBC Adapter CRM I/F DB HMB

  5. [Lead 관리 Process]

  6. Lead Performance management 1. [CRM]SEND VEHICLE INFO TO CRM 6. [CRM]RECEIVE LEAD RESULT FROM CRM 2. [CRM]SEND DEALER INFO TO CRM 7. [CRM]SEND CASE RESULT TO CRM 3. [CRM]INTERFACE BETWEEN ERP AND CRM 8. [CRM]SEND LEAD INFO 4. [CRM]SEND MODEL INFO TO CRM 9. [CRM]RECEIVE CASE INFO FROM CRM 5. [CRM]GET LIST OF VALUE FOR LEAD/CASE 10. [CRM]SEND NOT FOLLOWED LEAD TO CRM CRM 영역 EAI 영역 ERP 영역 Lead Generation & Allocation Lead Follow-up Gather offline lead data Upload offline lead Data into Siebel Receive lead / Dealership Mapping info Identify allocated lead Y 8 F/U within 3 Days? Lead Fllow-up Take Back Ownership N Allocation lead to Dealership automatically Allocate lead to Dealership manually Allocate lead to dealer Input lead follow-up Result into SAP DP 10 Monitor lead follow-up status Transfer New Contract info to Siebel 6 Create lead F/U Performance report Review lead F/U performance report [CRM]SEND LEAD RESULT TO CRM

  7. [Case 관리 Process]

  8. Customer identification & Case Allocation Case Follow-up ( Dealer ) Case Resolution Management 1. [CRM]SEND VEHICLE INFO TO CRM 6. [CRM]RECEIVE LEAD RESULT FROM CRM 2. [CRM]SEND DEALER INFO TO CRM 7. [CRM]SEND CASE RESULT TO CRM 3. [CRM]INTERFACE BETWEEN ERP AND CRM 8. [CRM]SEND LEAD INFO 4. [CRM]SEND MODEL INFO TO CRM 9. [CRM]RECEIVE CASE INFO FROM CRM 5. [CRM]GET LIST OF VALUE FOR LEAD/CASE 10. [CRM] RECEIVE CASE ACTIVITY FROM CRM CRM 영역 EAI 영역 ERP 영역 Manage Case Know Customer Need to Escalate? Identify allocated case Allocate case to dealer 9 Identify Customer Call Type Yes Yes Escalation Target Simple Enquiry Dealer Capture Lead Detail Communicate Customer Need to Dealer Follow-up Yes Resolved? Allocate lead to Dealership Send Lead Info By e-mail Close Case Transfer Case info to Siebel Lead Fllow-up Case Resolution Management 7

  9. [고객 정보 관리 Process]

  10. 1. [CRM]SEND VEHICLE INFO TO CRM 6. [CRM]RECEIVE LEAD RESULT FROM CRM 2. [CRM]SEND DEALER INFO TO CRM 7. [CRM]SEND CASE RESULT TO CRM 3. [CRM]INTERFACE BETWEEN ERP AND CRM 8. [CRM]SEND LEAD INFO 4. [CRM]SEND MODEL INFO TO CRM 9. [CRM]RECEIVE CASE INFO FROM CRM 5. [CRM]GET LIST OF VALUE FOR LEAD/CASE 10.[CRM RECEIVE LEAD PREACTIVITY FROM CRM 11.[CRM] RECEIVE CASE ACTIVITY FROM CRM 12. [CRM] SEND SALES ORDER TO CRM 13. [CRM] SEND SALES OFFER TO CRM CRM 영역 EAI 영역 ERP 영역 ERP out bound 1 Vin information Vin information 2 Dealer information Dealer information 3 End customer information End customer information 4 Car model information Car model information ERP in bound 5 Code Master Data Code Master Data

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