Kungani udinga isofthiwe ekhethekile yokusekelwa kwezobuchwepheshe, ikakhulukazi uma usunayo i-tracker yesiphazamisi, i-CRM ne-imeyili? Akunakwenzeka ukuthi noma ubani ucabange ngalokhu, ngoba cishe izinkampani ezinokwesekwa okuqinile kwezobuchwepheshe ziye zaba nesistimu yedeskithophu yosizo isikhathi eside, kanti ezinye zibhekana nezicelo zamakhasimende kanye nezicelo "edolweni," isibonelo, zisebenzisa i-imeyili. Futhi lokhu kugcwele: uma kunezicelo zamakhasimende, kufanele zicutshungulwe futhi zigcinwe ukuze kungabikho "isicelo esivaliwe futhi esikhohliwe", "isicelo esikhohliwe futhi sivaliwe", "isicelo esilenga esimweni sokucaciswa kolwazi izinyanga ezingu-7" , "uhlelo lokusebenza lulahlekile", " oh, sorry" (inketho yendawo yonke yazo zonke izimo zokuphathwa okungalungile kwesicelo - cishe njengokuhlukile komuntu). Kuvele ukuthi siyinkampani ye-IT eyasuka esidingweni sohlelo lwamathikithi yaya ekukhiqizweni kwalolu hlelo. Ngokuvamile, sinendaba futhi sizokutshela yona.
Umenzi wezicathulo ngaphandle kwezicathulo
Sekuyiminyaka eyi-13 sakha isistimu ye-CRM ngokwezwi nezwi ethi "yonke into yethu": okokuqala, iwukuthuthukiswa kwe-flagship lapho wonke amanye ama-software azungeza khona, futhi okwesibili, inamakhasimende angaphezu kuka-6000... Lapha kufanelekile ukumisa uhlu. futhi siqaphela ukuthi eqenjini lethu labasekeli abangelikhulu kakhulu kanye nonjiniyela kunamakhasimende angu-6000, amanye awo anezinkinga, imibuzo, izikhalazo, izicelo, njll. - lena yi-tsunami. Silondolozwe uhlelo olucacile lokuphendula kanye ne-CRM yethu, lapho siphethe khona izicelo zamakhasimende. Kodwa-ke, ngokukhishwa kwe-RegionSoft CRM 7.0, saqala ukuthola umsebenzi omningi kubasebenzi futhi besifuna isixazululo esizinikele, esilula, esinokwethenjelwa njenge-AK-47, ukuze onjiniyela nabaphathi benkonzo yamakhasimende bangakwazi ukungena ngaphansi kwezinyawo zomunye nomunye. uhlelo, futhi ikhadi leklayenti alizange likhule phambi kwamehlo ozakwabo abamangele.
Sahlola imakethe, sadlula ngesiRashiya futhi sangenisa okunikezwayo "ngedeski" kanye "nokusekelwa" emagameni. Bekuwusesho oluthokozisayo, lapho saqaphela khona izinto ezi-2:
- Azikho izixazululo ezilula ngokomthetho, yonke indawo kunenqwaba yezinsimbi namakhwela esivele sinawo ku-CRM, futhi ukuthenga i-CRM yesibili yomthengisi we-CRM okungenani kuyinqaba;
- Kungazelelwe sagcwala uzwelo ezinkampanini ezingezona eze-IT: cishe wonke ama-software anjalo enzelwe i-IT futhi izinkampani ezincane ezivela kwezinye izindawo zidinga ukukhokhela kakhulu ukusebenza kwazo futhi zingayisebenzisi, noma zikhethe emgqeni omncane kakhulu wesoftware (lokhu hhayi ama-CRM angu-100+ akho) Emakethe!). Kodwa iningi lamaklayenti ethu linjalo ncamashi!
Isikhathi sokuvala iziphequluli zakho futhi uvule i-IDE yakho. Njengoba kuvame ukwenzeka ku-IT, uma ufuna isoftware elula, zenzele wena. Sidale: uhlelo lokusebenza olusekelwe efwini, olulula futhi olufanele olungatshalwa kunoma yisiphi isiphequluli ngemizuzu emi-5, futhi lungenziwa kahle ngesigamu sehora unjiniyela, intombazane ethengisayo, noma isisebenzi sesikhungo socingo - isisebenzi noma yisiphi isiqu esingasebenza ngesiphequluli. Sithuthuke kanjena .
Ukwethulwa kobuchwepheshe kwenzeke enyangeni ngaphambili, futhi amakhasimende ethu asekwazise kakade njengethuluzi elilula kakhulu elingangena esikhundleni sezinye iziteshi. Kodwa izinto zokuqala kuqala.
Hlobo luni lwesofthiwe?
Essence ilula futhi isobala ngangokunokwenzeka: ngokuchofoza okumbalwa nje udala ingosi yenkampani yakho, bhalisa opharetha bakho (abasebenzi abasekelayo) kuyo, misa uhlu lwemibuzo (ifomu amakhasimende akho azoligcwalisa lapho enza izicelo) futhi. .. kwenziwe. Ungabeka isixhumanisi sengosi yokusekela (ideski losizo) kuwebhusayithi yakho esigabeni sokusekela, usithumele kumakhasimende, usithumele engxoxweni eku-inthanethi kuwebhusayithi, uyikhombise ezinkundleni zokuxhumana, njll. Lapho amaklayenti echofoza isixhumanisi, azobhalisa futhi ashiye isicelo sawo, ebonisa yonke imingcele edingekayo. Abasebenzi basamukela isicelo futhi baqale ukuxazulula inkinga yeklayenti. Abasebenzisi babona wonke amathikithi esikhungweni sezingcingo esisodwa (kuthebula elikhulu), futhi amakhasimende abona awabo kuphela.
Kungenzeka futhi ukunamathisela ingosi ngqo kuwebhusayithi yakho njengesizinda esingaphansi. Isibonelo, uma iwebhusayithi yakho ithi “romashka.ru”, ungakwazi ukulungisa indlela yokungena kuphothali yosekelo lwezobuchwepheshe nge-url ethi “support.romashka.ru” noma “help.romashka.ru”. Lokhu kuzoba lula kakhulu kumakhasimende akho, ngoba ngeke adinge ukukhumbula ngesevisi ehlukile ene-url ethi “support.zedline.ru/romashka”.
Ake sibheke esibonakalayo
Kudeskithophu ye-ZEDline Support kunetafula elinezicelo lapho ungabuka khona izicelo zakho (isibonelo, umphathi angakwazi ukubuka umsebenzi wanoma yimuphi u-opharetha noma bonke opharetha ngesikhathi esisodwa) futhi acele ngesimo esisodwa noma esinye. Ngesicelo ngasinye, umuntu onomthwalo wemfanelo unikezwa phakathi kwabaqhubi. Ngenkathi besebenza ngesicelo, opharetha bangadlulisela umsebenzi ngesicelo kwabanye opharetha. Umlawuli angasusa isicelo uma kunesidingo.
Ifomu lesicelo libukeka kanje. Uzibekela wena amagama nezinhlobo zezinkambu esigabeni samasethingi. Kumklami, ungamisa izinkambu zefomu lemibuzo njengoba kudingwa imininingwane ethile yezicelo zamakhasimende akho, usebenzisa izinto ezithayiphiwe, ezifana: neyunithi yezinhlamvu, umbhalo wemigqa eminingi, idethi, inombolo ephelele, inombolo yephoyinti elintantayo, ibhokisi lokuhlola, njll. Isibonelo. , uma unikeza okuthile noma okokusebenza, kuhlu lwemibuzo ungacacisa izinkambu ezidingekayo “Uhlobo Lwezisetshenziswa” kanye “Nenombolo Yomkhiqizo” ukuze uhlonze ngokushesha into ehlobene nombuzo obuzwayo.
Isicelo esigcwalisiwe siqukethe lonke ulwazi olufakwe iklayenti. Ngemva kokuthola isicelo, umlawuli unikeza ithikithi ku-opharetha, oqala ukucubungula isicelo. Noma u-opharetha ebona isicelo esitholiwe futhi, azi imikhawulo yamandla akhe, asamukele ukuze asebenze ngokuzimela.
Efomini lesicelo, unganamathisela izithombe namadokhumenti adingekayo ukuze kuxazululwe inkinga yeklayenti (kokubili iklayenti kanye no-opharetha bangakwazi ukuzinamathisela). Inombolo enkulu yamafayela ethikithi kanye nosayizi wokunamathiselwe kungenziwa kuzilungiselelo, okukuvumela ukuthi ulawule ukusetshenziswa kwesikhala sediski, okungenye yemingcele yepulani yentela ekhethiwe.
Ingxoxo elula isetshenziswa ngaphakathi kwesicelo, lapho izinguquko zesimo kuhlelo lokusebenza ziboniswa, futhi izincwadi phakathi kweklayenti no-opharetha ziyenziwa - njengoba ulwazi lubonisile, ngezinye izikhathi lude kakhulu. Kuhle ukuthi lonke ulwazi lugciniwe, ungafaka isicelo kulo uma kunezinkinga, izikhalazo, izimangalo ezivela kumphathi noma ukudluliselwa kwethikithi komunye u-opharetha.
Okwama-opharetha kuphothali Kunezinhlobo ezi-2 zamalungelo: Umlawuli kanye no-Opharetha. Abalawuli bangenza isistimu ngendlela oyifisayo, banikeze abasha futhi basuse ama-opharetha asebethathe umhlalaphansi, baphathe okubhaliselwe, basebenze nomklami, njll. Ama-opharetha angasebenza ngezicelo, kuyilapho bobabili abalawuli nabaqhubi bengabuka futhi bahlanganyele emsebenzini kuzo zonke izicelo ohlelweni.
Umsebenzisi ngamunye obhalisiwe kuphothali une-akhawunti yomuntu siqu. Ake sicabangele i-akhawunti yomuntu siqu yomlawuli, njengoba ihlanganisa yonke imisebenzi futhi inokucushwa okuphezulu.
Ngokuzenzakalelayo, uhlu lwemibuzo lunezinkambu ezimbili; wengeza ezinye ngokukhetha uhlobo lwenkundla ohlwini. Izinkambu zohlu lwemibuzo zingenziwa zibe yisibopho noma ozikhethele ukuthi iklayenti lizigcwalise. Ngokuzayo, sihlela ukwandisa inani lezinhlobo zenkambu, okuhlanganisa ngokusekelwe ezifisweni zabasebenzisi bengosi ye-ZEDline Support.
Kufanele kuqashelwe ukuthi umklami wemibuzo utholakala kuphela ezinhlelweni ezikhokhelwayo. Abasebenzisi bentela “Yamahhala” (nalokhu kuyatholakala) bangasebenzisa kuphela uhlu lwemibuzo olujwayelekile olunezinkambu ukuze babonise isihloko futhi bachaze inkinga ebagqugquzele ukuthi baxhumane nosekelo lobuchwepheshe.
Okwamanje, ngezibalo ungakwazi ukubuka umdwebo owodwa wokuguquguquka kwenombolo yezicelo, kodwa esikhathini esizayo sihlela ukwandisa kakhulu le deshibhodi, siyigcwalise ngamakhono okuhlaziya.
Imisebenzi yokukhokha iyatholakala esigabeni sokubhaliselwe. Ikhombisa i-akhawunti yomuntu siqu eyingqayizivele, amanani entengo kanye nenani labasebenzisi abakuyo (), usuku lokuphela kokubhalisa, ibhalansi yamanje iyaboniswa. Nganoma yisiphi isikhathi, kusukela kulesi sikhombimsebenzisi ungashintsha amanani, ushintshe inombolo yabasebenzisi, wandise ukusetshenziswa kwesevisi, futhi ugcwalise ibhalansi yakho. Esigabeni esithi "Imisebenzi", abalawuli bangabuka konke okwenzekile: izinkokhelo, izinguquko zentela, izinguquko enanini labasebenzisi, ukulungiswa kwezinkokhelo.
Kuzilungiselelo ungacacisa i-imeyili yezaziso ezizenzakalelayo. Nakuba lokhu akudingekile. Ngokuzenzakalelayo, ikheli lesevisi elihlanganisiwe lizosetshenziswa ukuthumela izaziso. Nokho, uma ufuna amakhasimende akho atholele izaziso esikhundleni sakho, kufanele usethe i-akhawunti ye-imeyili. Kusuka kuleli kheli lapho izaziso ezimayelana nesimo sesixazululo senkinga zizothunyelwa kumakhasimende akho - ngale ndlela ngeke bakhathaze opharetha nabasebenzi abasekelayo, kodwa balinde isaziso (kahle, noma babheke isimo somsebenzi wabo i-portal interface ). Umsebenzisi kanye nama-opharetha abanomthwalo wemfanelo bangaziswa mayelana nemilayezo emisha ngaphakathi kwethikithi nangoshintsho esimweni sethikithi, noma bakhubaze izaziso ezinjalo.
Futhi ezinhlelweni ungakwazi ukulawula inani lesikhala sediski esitholakalayo, isizindalwazi samanje, usethe umkhawulo kasayizi wesizindalwazi kanye nenani eliphezulu lamafayela ethikithini. Lokhu kuyadingeka ukuze kuqinisekiswe ukuthi umthamo wokugcina ohlinzekwe ngaphansi kwe-tariff uyasetshenziswa.
Ungakwazi futhi ukwenza ngokwezifiso isethulo sohlu lwemibuzo, oluzovezwa phezulu kuhlu lwemibuzo lapho udala ithikithi. Esethulweni, ungabonisa imithetho yokudala ithikithi, ubonise isikhathi somsebenzi wokusekela noma isikhathi esilinganiselwe sokuphendula komsebenzisi ethikithini, ubonge umsebenzisi ngokuthintana noma ukumemezela umkhankaso wokumaketha. Ngokuvamile, noma yini oyifunayo.
Izinsizakalo zokuhlanganisa ne-RegionSoft CRM zinikezwa wonke amaklayenti mahhala futhi zenziwa ochwepheshe benkampani yethu ngesisekelo sokhiye (ngentela ye-VIP). Umsebenzi nawo uyaqhubeka njengamanje wokuthuthukisa i-API ukuze ihlanganiswe nanoma yiziphi ezinye izinsiza nezinhlelo zokusebenza.
Njengamanje sihlala sibuyekeza ezethu , sinokusalela emuva okubanzi futhi sizojabula ukubona iziphakamiso zakho, izifiso zakho ngisho nokugxeka.
Siyaqonda ukuthi phakathi nesigaba sokuqala kungase kube nokugxekwa okuningi okuvela kubasebenzisi abangaba abasebenzisi nabantu abadlulayo, kodwa sithembisa ukuthi amazwana akho ngamunye azocatshangelwa ngokunaka okukhethekile.
Malini?
Ngokuqondene nenqubomgomo yentela, lolu uhlelo olujwayelekile lwe-SaaS, amanani amathathu akhokhelwayo kuye ngenani labaqhubi, inani lediski yesikhala nezinketho zesoftware (kusuka kuma-ruble angama-850 ngomqhubi ngamunye ngenyanga) + kukhona intela yamahhala yomqhubi oyedwa ( ilungele ama-freelancers, osomabhizinisi ngabanye njll.).
Simemezela iphromoshini kusukela ngomhlaka-1 Agasti kuya kuSepthemba 30, 2019: lapho ukhokha okokuqala ku-akhawunti yakho yomuntu siqu, u-150% yenani elikhokhelwe uzofakwa kubhalansi yakho. Ukuze uthole ibhonasi, kufanele ubonise ikhodi yephromoshini “Qalisa"ngendlela elandelayo: “Inkokhelo yesevisi yokusekela ye-ZEDline (ikhodi yokukhangisa <Ukuqalisa>)” Labo. lapho ukhokha ama-ruble ayi-1000. Ama-ruble angu-1500 azofakwa kubhalansi yakho, ongayisebenzisa ukuze uvule noma yiziphi izinsizakalo zesevisi.
Kungani isistimu yedeski losizo ingcono kunezinye izinketho?
Okuhlangenwe nakho kubonisa ukuthi emabhizinisini amaningi amancane naphakathi nendawo, ukuphela kwendlela yokucubungula izicelo zamakhasimende nge-imeyili. Noma ngabe ibhizinisi lisebenzise uhlelo lwe-CRM, i-imeyili isakhiqiza amaketanga amakhulu ezinhlamvu ezixazulula izinkinga zamakhasimende. Amaketango aphukile, alahlekile, ayasuswa, alahlekelwa ukuvumelana ngephutha elilodwa lokuthumela, njll. Kodwa umkhuba siwunikwe phezulu...
Yini enhle ngesistimu yokurekhoda nokuphatha izicelo zamakhasimende?
- Ilula ngokwemibandela yesixhumi esibonakalayo futhi iqukethe kuphela izinkambu nokuqukethwe okudingayo. Ngeke ihlanganise ukukhangisa kweklayenti lakho, ukubingelela kweholide, imibuzo exakile, njll. Ulwazi kuphela mayelana nengqikithi yethikithi, hhayi ngisho namasignesha enkampani.
- Uhlelo lokucubungula izicelo zabasebenzisi lunokubekwa phambili okuguquguqukayo kwemisebenzi: esikhundleni samafolda namathegi, kunezimo ezilula neziqondakalayo ongahlunga ngazo zonke iqoqo lezicelo. Ngenxa yalokhu, imisebenzi ixazululwa ngokwezinga elibalulekile futhi ngeke kube khona isimo lapho izinkinga ezincane ezingu-10 zixazululwa, futhi umsebenzi obalulekile ulahleka emgqeni.
- Zonke izicelo ziqoqwa esikhungweni sesicelo esisodwa, futhi abasebenzi akudingeki bajahe phakathi kokuxhumana nama-akhawunti. Vele unikeze isixhumanisi sephothali yakho Yokusekela i-ZEDline kuzo zonke izindawo zokuthinta amakhasimende.
- Kulula ukushintsha opharetha, ozokwazi ukubona wonke umlando wezincwadi kusukela ngesikhathi umsebenzi wabelwe. Ngaphezu kwalokho, kulula ukuxazulula izinkinga zamakhasimende ezidinga ukubonisana nozakwethu. Iketango nesikhathi sokudluliswa kwamagunya kwehliswe kakhulu.
- Ukusebenzisa isistimu yempendulo yekhasimende kuwuchwepheshe kakhulu kunokusebenzisa i-imeyili noma okuthunyelwe kwenkundla yezokuxhumana. Amaklayenti anethuba lokulawula ukuqhubeka komsebenzi, futhi akukho ukukhathazeka ngokuthi i-imeyili yawo izovulwa ngokushesha kangakanani. Kukhona futhi isici esingokwengqondo emsebenzini: inkampani ipholile kangangokuthi inikeza ithuluzi elihluke ngokuphelele ukusekela abasebenzisi.
Amakhasimende akanandaba nhlobo nokuthi kwenzekani ngaphakathi kwenkampani yakho. Bakhathazeke ngezinkinga zabo kuphela, futhi badinga ukusekelwa okusezingeni eliphezulu nokushesha. Futhi uma kungenjalo ngokushesha, bese kulawulwa - udinga umuzwa ophelele wokuthi opharetha benkonzo yokusekela abazange bahambe bayophuza itiye, kodwa basebenza kule nkinga. Uhlelo lokusebenza ngezicelo zamakhasimende lusiza kakhulu ngalokhu. Futhi ngesofthiwe elula necacile, inani lezicelo ezicutshungulwayo liyakhula, ukukhathala komqhubi kuncipha, futhi inkampani ibukeka yesimanje.
Source: www.habr.com