CRM SERVICE CENTER (GIAD MOTOR CASE STUDY)

Abstract

objective of this study is to provide GIAD company services to which it can maintain its customers and enable them to make decisions quickly and collecting of all systems which the company operates in a single system and to integrate this system with call center for support customer management services and this is done through the use of OpenERP system in the development of this company and to integrate it with asterisk make BI reports for decision-making. To study the problem and the proposed solution was to apply the following steps: the study of the current system of the company, identify shortcomings in the system, use OpenERP in developing the new system, integrate OpenERP with asterisk and thus the communication process from within the system and when you receive a call from All customer data show by popup if the customer registered on GIAD company, except that a new form appear to add this customer to the list of their customers, receive complaints and inquiries from customers through this system and convert problems to the competent authorities. The results of this study were quick response to customers’ demands and save time by showing customer information automatically to the agent screen and provide after sales services of the GIAD company and help decision makers in the creation of new business cases, for example, Sell Forecasting which provide reports that show market information whether information on over product required by one or more product problems or other information to assist decision makers in determining any kind will deal with it, or Bench Marking provide reports that show the most active customers are placed in the consideration to be targeted in the new plans.