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Process Specification

Process Specification. Revision History. 1. Process Item List. 1. HMB CRM Process Specification. EAI. CRM. HMB ERP. HMB System(Siebel). HMB SAP Adapter. HMB JDBC Adapter. CRM I/F DB. HMB. [ Lead 관리 Process ]. Lead Performance management.

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Process Specification

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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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