Ngaphandle, ukukhulelwa kwentuthuko yohlelo lwedeski losizo olusekelwe efwini ngo-2018 akuzange kubonakale kuwumqondo ophusile kakhulu - ekuboneni kuqala, kunemakethe, kunezixazululo zasekhaya nezangaphandle, futhi kukhona nokuningi kokuzenzela. izinhlelo ezibhaliwe. Ukucabanga ngokwakha uhlelo olusha lapho usuvele unokuthuthukiswa okukhulu kwe-CRM kanye namakhasimende angaphezu kuka-6000 “abukhoma” nasebenzayo ahlala edinga okuthile ngokuvamile kuwubuhlanya bensiza. Kodwa yizo kanye lezi zinkulungwane eziyisithupha ezaba yisizathu esenza sinqume ukubhala elethu ideski losizo. Ngesikhathi esifanayo, senza ucwaningo lwemakethe, saxhumana nezimbangi zethu zesikhathi esizayo, sahlukumeza iqembu eligxilile, sahlola izinguqulo zedemo ngethemba elithobekile lokuqonda ukuthi yonke into yasungulwa ngaphambi kwethu. Kodwa cha, asitholanga sizathu sokumisa intuthuko. Futhi ukufinyelela kokuqala kuHabr ekuqaleni kuka-August kwabonisa ukuthi konke kwakungelona ize. Ngakho-ke, namuhla kunengqondo ngandlela-thile - mayelana nokuphawula kwethu kwezinhlelo zedeski losizo.
Lapho ukwesekwa kobuchwepheshe kungazange kusebenze kahle kakhulu
Izizathu ezenze sabhala elethu ideski losizo
Ezethu uvele ngesizathu. Ngakho-ke, singabathuthukisi bezixazululo zokuzenzakalela kwamabhizinisi amancane naphakathi nendawo, okukhona phakathi kwawo okuyi-flagship - RegionSoft CRM. Sibhale cishe izindatshana ezingama-90 ngakho ku-Habré, ngakho-ke abantu abadala bamahabhu akhethekile sebekwazile ukuhlukana baba abazondayo kanye neqembu labasekeli. Kodwa uma ungakajoyini futhi uzwa lokhu okokuqala, khona-ke ake sichaze: lolu uhlelo lwe-CRM lwedeskithophu yendawo yonke efakwe kuseva yeklayenti, lulungiswe ngokugcwele ukuze luhlangabezane nezidingo zebhizinisi zeklayenti, olusekelwayo, olubuyekeziwe, njll. . Siphinde sibe namaklayenti ayizinkulungwane ezimbalwa abuza imibuzo, athumele imibiko yeziphazamisi, acele usizo futhi afune okuthile nje. Okusho ukuthi, izicelo kanye nezicelo yinqola nenqola encane. Ngenxa yalokho, ngesikhathi esithile ukwesekwa kwethu kuhlangabezane nokugcwala ngokweqile, amahedisethi ashisayo, amafoni nezinzwa, ukudideka nokuhleleka kwemisebenzi, izinto eziza kuqala, njll. Isikhathi eside sixazulula lezi zinkinga sisebenzisa i-CRM yedeskithophu yethu, bese sizama ama-tracker amaphutha ahlukahlukene kanye nezinhlelo zokuphatha imisebenzi, kodwa konke bekungalungile. Saqaphela ukuthi ukuze sisebenze ngokuphumelelayo, kufanele kuqala sinikeze amakhasimende ethu ithuba lokudala ngokuzimela izicelo (izinhlelo zokusebenza) ubusuku nemini futhi silawule ukucutshungulwa kwazo opharetha bethu ku-inthanethi. Kulandela ukuthi isisombululo akufanele sibe ideskithophu, kodwa sisekelwe efwini, sifinyeleleka kunoma iyiphi idivayisi nanoma yisiphi isikhathi. Sakhe izimo ezimbalwa ezibalulekile:
- ubulula nokungafihli lutho okukhulu: isicelo → izincazelo → ukuqhubeka komsebenzi → umphumela
- Ingosi yeklayenti yefu enobulula obukhulu kanye nesixhumi esibonakalayo somugqa: ubhalisiwe → ungene ngemvume → wabhala → isimo esihloliwe → waxoxa → wanelisekile
- akukho nkokhelo eyengeziwe yemisebenzi esingayidingi, njengokuhlanganiswa nezinkundla zokuxhumana, amadeshibhodi ayinkimbinkimbi, isisekelo samakhasimende, njll. Okusho ukuthi, besingayidingi i-hybrid yedeski losizo ne-CRM.
Futhi qagela ukuthi yini, asikasitholi isisombululo esinjalo. Okungukuthi, sibheke izixazululo ezingaphezu kwe-20, ezikhethiwe eziyi-12 zokuhlolwa, zahlolwa i-9 (kungani singakwazi, ngeke sithi, kungani sicasula izimbangi, kodwa kwesinye sazo, isibonelo, ingosi ayizange iqale - yena. kuthenjiswe emizuzwini emi-5, kulapho kwalenga khona).
Sonke lesi sikhathi, besihlola imakethe kanye nokuqopha okubonwayo: kusukela ezikhundleni zonjiniyela wokuthuthukisa, ithimba labasekeli kanye nomkhangisi. Sifundeni futhi yini esethusile kancane?
- Amanye amadeski osizo awanazo izingosi zamaklayenti - okungukuthi, iklayenti alikwazi ukubona ukuthi kwenzekani ngesicelo salo noma ukuthi ubani osebenza ngaso. Cishe zonke izinsizakalo ziziqhayisa ngamakhono e-omnichannel (ukuqoqa izinhlelo zokusebenza ngisho naku-Odnoklassniki), kodwa iningi alikwazi ukufinyelela kalula insizakalo uma ungena ngemvume futhi izinhlelo zakho zokusebenza zibonakala ngokugcwele.
- Iningi lamadeski osizo enzelwe ngqo izidingo zesevisi ye-IT, okungukuthi, angamalungu ezinsizakalo ze-ITSM. Lokhu ngokuqinisekile akukubi, kodwa ideski losizo liyadingeka izinkampani eziningi ezinesevisi yokusekela (kusuka esitolo se-intanethi kuya esikhungweni sesevisi kanye ne-ejensi yokukhangisa). Yebo, izixazululo zingafanelana nanoma iyiphi itimu, kodwa mingaki imisebenzi engadingekile eyosala ilenga kusixhumi esibonakalayo!
- Kunezixazululo eziqondene nomkhakha eziqondene nezikhungo zesevisi emakethe: ukubalwa kwezimali kanye nokulebula kwemishini, izinsizakalo zokulungisa, i-geolocation yezithunywa kanye nabasebenzi besevisi. Futhi, ezinkampanini ezingezona ezesevisi, dlula.
- Izixazululo zomhlaba wonke ezingafanelana nanoma yiziphi izidingo zebhizinisi zibiza kakhulu. Yebo, vele, ukwenza ngokwezifiso (uzoqonda kamuva ukuthi kungani kungaqediwe) - ngemali ethile. Izixazululo zakwamanye amazwe zibiza ngamanyala emakethe yaseRussia.
- Abanye abathengisi bamukela inkokhelo ngokushesha isikhathi esincane sezinyanga ezi-3 noma ezi-6; awukwazi ukuqasha isofthiwe usebenzisa imodeli ye-SaaS inyanga yonke. Yebo, bathembisa ukubuyisela imali "engasetshenzisiwe" uma ngalesi sikhathi unquma ukuyeka ukusebenzisa ideskithophu yabo yosizo, kodwa lesi simo ngokwaso asihambisani, ikakhulukazi kumabhizinisi amancane okubalulekile ukulawula ngokucophelela izindleko.
- Okwasimangaza kakhulu ukuthi abathengisi abaningi bedeski losizo banqabile ukulithuthukisa ngokomthetho, bethi ayikho isevisi enjalo, noma bayithumele ku-API. Kepha nezisombululo zesikhulumi ziphendule ngokuthi, empeleni, zingasiza, "kodwa kungcono uzizame wena - umhleli wesikhathi esigcwele uzokuthola." Hhayi-ke, kulungile, sinawo, kodwa ubani ongenawo?!
- Izixazululo ezingaphezu kwesigamu zine-interface egcwele ngokweqile futhi, ngenxa yalokho, zidinga ukuqeqeshwa kwabasebenzi, njengoba yonke into idinga ukuzulazula ngandlela thile. Ake sithi unjiniyela angakwazi ukuzitholela ngokwakhe emahoreni ambalwa noma ngosuku, kodwa kuthiwani ngabasebenzi abasekelayo asebevele banomthwalo owanele womsebenzi?
- Futhi ekugcineni, okusicasule kakhulu ukuthi iningi lezinhlelo ezihloliwe lihamba kancane ngendlela emangalisayo! Amaphothali athatha isikhathi eside ukudala, ukuvula nokuqala isikhathi eside, izinhlelo zokusebenza zigcinwa kancane - futhi lokhu kunesivinini esihle sokuxhuma (cishe u-35 Mbps ekuhlolweni). Ngisho nangesikhathi semibukiso, amasistimu amaqhwa futhi ukuvula uhlelo lokusebenza kwathatha imizuzwana emi-5 noma ngaphezulu. (Ngendlela, lapha sathinteka kakhulu omunye wabaphathi bomthengisi odumile, okwathi, lapho ebuzwa ukuthi kungani isondo lokulayisha ligijima isikhathi eside kangaka, waphendula ngokuthi le yindlela i-Skype edlulisa ngayo, kodwa empeleni ayikwenzi. hang). Kwabanye sithole isizathu - izikhungo zedatha zikude neMoscow, kwabanye asikwazanga ukuthola phansi izizathu. Ngendlela, ezinye izinkampani zonjiniyela wedeski losizo zigcizelele izikhathi eziningana phakathi nengxoxo ukuthi yonke idatha igcinwa ezikhungweni zedatha yaseRussia (yini i-152-FZ elethe abantu kuyo!).
Ngokuvamile, sidangele. Futhi sinqume ukuthi sidinga ukwakha ideski lethu losizo - elizofaneleka thina kanye namakhasimende ethu avela kuzo zonke izindawo zebhizinisi, izikhungo zesevisi, nezinkampani ze-IT (okuhlanganisa nokuhlela isevisi yangaphakathi yokusekelwa kwamakhasimende - isebenza kahle kakhulu usizo kubaphathi besistimu). Ngokushesha nje: ngo-Agasti 3, 2019 sethule ukukhiqizwa — ideski losizo lamafu elilula, elinokufinyelela amaklayenti. Ngaleso sikhathi, besiyisebenzisa ngokwethu ngokwethu - nansi indlela ebukeka ngayo manje:
Iwindi elikhulu elinohlu lwezicelo nezicelo zamakhasimende
Ngakho sangena ekukhiqizeni
Futhi nasi kufika isikhathi sokukhuluma ngo-Habré ku-Habré. Sesineminyaka engaphezu kwemithathu sibhuloga, sinolwazi futhi sinolwazi - ngakho kungani ungaphumi nomkhiqizo omusha? Kwakwethusa kancane, kodwa sisathatha izinyathelo ezintathu zokuqala:
- Ubhale iposi "»—sikhulume kancane ngesihloko sokuhlela ukwesekwa kwezobuchwepheshe enkampanini futhi sethula i-ZEDline Support.
- Ubhale iposi "“—bakhulume ngobudlelwano obuyinkimbinkimbi phakathi komphathi nomphathi wohlelo, futhi baxoxa ngesihloko sokudala ukwesekwa kwezobuchwepheshe kweklayenti langaphakathi.
- Sethule ukukhangisa kokuqukethwe ku-Google naku-Yandex - kuzo zombili izimo kusesho kuphela, ngoba kudala saphoxeka kakhulu kunethiwekhi yemidiya yokuqukethwe.
Ukwesaba kwethu kwaphenduka ihaba. Ngenyanga yokuqala sathola ezingaphezu kuka-50 inthanethi ezibhalisiwe (ukwethembeka, asizange sihlele ngisho nomphumela onjalo), oxhumana nabo abaningi namakhasimende angaba khona ngisho nokubuyekezwa kokuqala okufudumele nokujabulisayo, okuphawuleka ngokukhethekile ... ukulula nokusheshisa kwethu. Ukusekelwa kwe-ZEDline. Yingakho siqale ukuthuthukisa le sevisi. Manje sisebenza ngenkuthalo ngezicelo, ngaphandle kokugcwalisa ngenkuthalo okusalele emuva nokwengeza izici.
Amaphupho ayafezeka: ukuthi i-ZEDline Support ibukeka kanjani manje
Ingqikithi enkulu yanoma yiluphi uhlelo lwamathikithi yifomu lesicelo. Kufanele kube lula kuklayenti, kube lula, kungabi nezinketho ezingadingekile nezididayo futhi ngesikhathi esifanayo kunikeze ulwazi oluphelele ngenkinga ukuze opharetha akwazi ukuthatha umsebenzi ngokushesha futhi aqonde ukuthi yini engalungile ngempela, ngayiphi indlela inkinga. idinga ukulungiswa noma icele ulwazi olwengeziwe.
Ngenxa yalokho, sithola izicelo zohlobo olulandelayo:
Futhi okubaluleke kakhulu, sisebenzise uhlelo lwephothali olufiseleka kakhulu. Ingosi iyindawo yomuntu siqu yokusebenzelana phakathi komnikazi wengosi kanye namakhasimende akhe. Uma uzakhele ingosi, izoba ne-URL ehlukile, isizindalwazi sayo, isikhala sediski, njll. Amaklayenti akho azokwazi ukungena kule ngosi esebenzisa i-URL enikeziwe futhi enze izicelo noma izicelo, ezifakwa ngokushesha kulogi eyodwa, lapho zicutshungulwa khona opharetha (abasebenzi bakho).
Iklayenti liyithola kanjani i-URL yengosi yakho? Njengoba unedeski lethu losizo, ubeka isixhumanisi kulo nomaphi lapho umsebenzisi angathanda ukukubuza khona umbuzo: kuwebhusayithi, ezinkundleni zokuxhumana, kuma-imeyili noma izithunywa ezisheshayo nezingxoxo, noma kuwijethi noma isiqephu sendatshana esimayelana no-Habré. Umsebenzisi uchofoza isixhumanisi sakho, ubhalisa ngendlela enezinkambu ezintathu bese ungena kuhlelo lokusebenza. Ukungena ngemvume nephasiwedi kuphindwe nge-imeyili.
Ngaphezu kwalokho, opharetha bangakwazi ukukhiqiza izimemo zamakhasimende kuma-akhawunti abo siqu ukuze basindise amakhasimende ngisho nasekugcwaliseni ifomu elincane. Isimemo sizothunyelwa kuklayenti nge-imeyili, futhi umbhalo wesimemo usuvele uqukethe lonke ulwazi oludingekayo ukuze ufake ingosi: i-URL, ukungena ngemvume, iphasiwedi.
Ngokushesha ngemva kokubhalisa noma ukuthola isimemo, iklayenti lingena kuphothali, lenze isicelo ngokugcwalisa izinkundla zemibuzo, futhi lizuza ukufinyelela ekhophini yalo. - okungukuthi, ubona isimo sezicelo zakhe, angakha futhi abone imilayezo engxoxweni yangaphakathi no-opharetha, anganamathisela futhi abuke okunamathiselwe, ngokuvamile, aqaphe ukuqhubeka kokuxazulula inkinga yakhe. Umsebenzisi uthola izaziso nge-imeyili zayo yonke imicimbi, ngakho-ke asikho isidingo sokuhlala kusixhumi esibonakalayo bese ucindezela u-F5 ukuze ubuyekeze imingcele yethikithi.
Le ndlela yokuxhumana ikuvumela ukuthi udlule ekubhaliseni okulula futhi uqonde ngqo ephuzwini, kunokuba uqonde ihlathi lokusebenza. Lokhu kunengqondo, ngoba iklayenti lingasebenzisa ideski losizo izikhathi ezimbalwa kuphela (futhi ngezinye izikhathi ngisho nakanye) phakathi nawo wonke umjikelezo wokuphila wokuxhumana nawe, futhi asikho isidingo sokumlayisha ngokweqile.
Isifiso sokudla siza nokudla, futhi ngenkathi sisathuthukisa isikhombimsebenzisi somsebenzisi kanye nengosi yeklayenti, kwafika umqondo wokuthi i-akhawunti yomuntu siqu kufanele futhi ibe enengqondo, elula futhi ebanzi. Yilokho abakwenzile: ku-akhawunti yakho yomuntu siqu ungakwazi ukumisa iphrofayela yakho (uma ungu-opharetha), usethe i-ZEDline Support ngokwayo, ulandelele izinkokhelo, ubuke abasebenzisi, umise iphrofayela futhi ubuke izibalo (uma ungumqondisi). Futhi, umgomo "olula ngokushesha" uyasetshenziswa: opharetha usebenza ngendlela elula kakhulu futhi lokhu kunikeza izinzuzo eziningi:
- akaphazanyiswa ezinye izigaba
- izilungiselelo zesistimu zihlanganisiwe
- Umlawuli unesibopho ngokusobala ngokwehluleka kwezilungiselelo
- ulwazi oluningi luvikelekile kubasebenzisi
- Ama-opharetha afunda ukusebenza ngesixhumi esibonakalayo esinjalo ngokushesha okukhulu (ukonga ekuqeqesheni + ukuqala okusheshayo).
Uma sikhuluma ngokuqeqeshwa, lapho engena ngemvume okokuqala ngqa, umsebenzisi ubingelelwa okokufundisa okusebenzisanayo okuhambisa osanda kuhlanganyela kuyo yonke i-interface futhi esitshela ukuthi i-ZEDline Support isebenza kanjani. Izoboniswa uze uchofoze inkinobho ethi "ungaphinde ubonise".
Zonke izincazelo nemibuzo ibuzwa engxoxweni, ukuze ukwazi:
- landelela ukuqhubeka kokuxazulula inkinga futhi uqaphe izinguquko zesimo
- dlulisela (dlulisela) umsebenzi kwabanye abasebenzi ngaphandle kokuxoxa kabusha indaba yangaphambilini
- shintshanisa ngokushesha amafayela adingekayo kanye nezithombe-skrini
- gcina lonke ulwazi olumayelana nenkinga futhi ulufinyelele kalula uma olufana nalo luvela.
Okwamanje, masibuyele ehhovisi lomlawuli. Lapho, phakathi kwezinye izinto, kukhona ukusethwa kwe-imeyili kwezixwayiso, ukulawulwa kwesikhala sediski, nokunye. Futhi kukhona nokukhokha - uyohlale wazi ukuthi nini, yini imali esetshenziswe futhi ngani.
Inkokhelo inezigaba ezimbili: okubhaliselwe kanye nokwenziwe. Ngokubhalisa, ungakwazi ukushintsha amanani, inombolo yabasebenzisi, uvuselele ukubhalisa kwakho futhi ugcwalise ibhalansi yakho ngokuchofoza okukodwa. Esimeni sokugcwaliswa kabusha, i-invoyisi yenkokhelo yenzelwe wena ngokuqondile kusixhumi esibonakalayo Sosekelo lwe-ZEDline.
Kwezentengiselwano ungabona yonke imisebenzi ehlobene nezinkokhelo namadebhithi. Ungabona futhi ukuthi ubani futhi nini wenza inkokhelo futhi uqedele ukuthengiselana. Kodwa-ke, ukukhokha ngamabhonasi kusithombe-skrini akuyona ingozi noma isivivinyo: kuze kube uSepthemba 30, 2019, kukhona ukukhushulwa - uma ugcwalisa ibhalansi yakho, sinikeza u-50% yenani lokwengeza njengebhonasi. Isibonelo, lapho ukhokha ama-ruble angu-5, ama-ruble angu-000 afakwa ebhalansi. Futhi cishe ukufakwa okufanayo kuzovela kusixhumi esibonakalayo sokukhokha :)
Futhi yebo, njengoba kuziwa enkokhelweni: sinohlelo lwamahhala + ezintathu ezikhokhelwe. Futhi singasho ukuthi sikulungele ukushintsha ideski losizo le-ZEDline Support ukuze livumelane nezidingo zebhizinisi lakho - ukuze uthole inkokhelo yehora lokusebenza evamile yabahleli bezinhlelo benkampani yethu. Sivame ukubhekana nezinguquko ze-RegionSoft CRM, sibhala kalula futhi ngokushesha futhi sivumelane ngezicaciso zobuchwepheshe futhi siqale ukusebenza, ngakho-ke ulwazi lwethu luyasivumela ukuthi senze izixazululo zangokwezifiso, futhi.
Okwamanje, ideski losizo le-ZEDline Support lihlanganiswe nohlelo lwethu lwe-CRM RegionSoft CRM, kodwa manje, ngesicelo esikhethekile, singakwazi ukunikeza ukufinyelela kunguqulo ye-beta ye-API futhi, ngaphezu kokuthuthukiswa, kuzoba namathuba amaningi okuhlanganiswa. .
Futhi ekugcineni, sikwazile ukufeza omunye umgomo obaluleke kakhulu ngokombono wethu - ukwenza uhlelo lusheshe kakhulu. Phela, isivinini sokuphendula kwesistimu ezenzweni zomsebenzisi senza ulwazi lomsebenzisi lukhululeke. Ngokuthuthuka okuqhubekayo kohlelo, okungenakugwemeka, sizonaka ngokukhethekile isivinini futhi sikulwele.
Ngamafuphi, kwenzeka kanjena okwethu - futhi ukwahlulela ngempendulo evela kubasebenzisi bokuqala, asiphuthelwanga nakancane.
Ubani odinga ideski losizo futhi ngani?
Ekuqaleni kwesihloko, sishilo ukuthi amadeski osizo amaningi amayelana ne-IT kanye nabantu be-IT. Lokhu kunomqondo wako siqu, kodwa akulungile ngokuphelele. Nali isampula lohlu lwalabo umsebenzi wabo ozokwenziwa lula ngedeski losizo elilula nelilula.
- Abaphathi besistimu abangakha uhlelo lwamathikithi lwangaphakathi lokusebenza ngezicelo ezivela kozakwethu futhi bangagijimi ngesiphithiphithi ezitezi nasehhovisi, kodwa baphendule ngokuthula izicelo ezisemthethweni (baphinde bawubufakazi bamahora okusebenza amatasa).
- Izinkampani zesevisi nezikhungo zesevisi ezisebenza ngemishini ehlukahlukene kanye nemisebenzi ehlukahlukene esekelwe ezikhalweni zamakhasimende.
- Noma iyiphi inkampani enikeza ukusekelwa kwamakhasimende ngocingo nangezingxoxo - ukuze ivumele iklayenti ukuthi libhale umbuzo walo ngokubhala futhi lilawule ukuqhubeka komsebenzi, futhi ngesikhathi esifanayo ligcine zonke izicelo endaweni eyodwa.
Kunezizathu eziyisigidi zokubhalela inkampani kunokuba ushaye ucingo, phakathi kwazo kukhona ezimbili eziyinhloko: umkhuba wokuxhumana nezithunywa ezisheshayo ngombhalo kanye nethuba lokuqala ukuxazulula inkinga phakathi namahora okusebenza, ngaphandle kokucasha emakhoneni nge ifoni futhi ngaphandle kokuphazamisa ozakwenu. Isixhumanisi esisodwa sesibonelo sedeski lakho losizo sizosiza ukuxazulula zonke izinkinga ze-omnichannel, ukufinyeleleka, ukusebenza kahle, njll.
Namuhla ithimba lethu lisebenzisa ideski losizo ende kunazo zonke (okuyinto enengqondo), futhi thina, njengoba singochwepheshe be-automation yebhizinisi, sishintshana njalo ngemibono, sibheka izici ezintsha, futhi ngezinye izikhathi siyaphikisana. Kodwa omunye umbono uyavuma: isilungele, ilungele amaklayenti ethu ashiya izicelo. Futhi sekulula kakhulu ukuthi opharetha abasekelayo basebenze nezicelo zabasebenzisi.
Uma inkampani idlula umgoqo othile, abaphathi baqonda ukuthi akwanele ukuvele udayisele iklayenti umkhiqizo noma isevisi. Kuyadingeka ukuhlela ukuxhumana neklayenti ukuze lihlole ikhwalithi yesevisi yangemuva kokuthengisa, ekhokhelwayo noma mahhala. Udinga ukulwela wonke amaklayenti futhi ulwe nokulahlekelwa amakhasimende avamile ngokuqongelela inqwaba yamakhasimende. Futhi lokhu, kufezwa ngokusebenzela ukukhulisa izinga lokwethembeka. Ngakho-ke, iklayenti kufanele liqiniseke ukuthi ukuxhumana kwakhe nenkampani enenkinga ngeke kulahleke futhi ngeke kulenga endaweni ethile ekujuleni kwabasebenzi, futhi ngeke kuncike esimweni somuntu. Lena inkinga impela engaxazululeka .
Source: www.habr.com