1. M hnh CRM vi cc thnh phn chnh (user, manager, admin) a. User & Admin: i.

User & phn quyn cho user Mi user c kh nng qun l nhm khch hng ca ring ca mnh, t a ra cc thng tin hu ch cho cc hot ng tip theo ca cng ty t cho hng tip th bn hng h tr sau bn hng. ii. Quyn ca Admin: To v xa sa cc thng tin user, phn quyn ch tham gia cc module lin quan theo cc th t cp bc. Gim st v iu hnh database b. Qun l bn hng & sn phm: i. Contact & Lead: ni m ngi dng to 1 thng tin khch hng vi y cc thng tin (c nhn/cty, phone, email,) theo di tt c khch hng v mi lin h c lin quan, c hi, tnh
hung, v cc chi tit khc t kho d liu thu thp c t ngun bn ngoi. C th ho mi lin h mt thit gia khch hng v nhng yu t khc lin quan n h hay n v khc.

ii. Activity history Lu tr tt c chi tit ca cc cuc hn gp v cuc gi vi khch hng

trong mt lch lm vic trc quan. Theo di tt c lin h v c hi lin quan, tnh hung, hot ng, v cc chi tit khc t kho d liu ri to th bc cho lin h trong phm vi mt cng ty c th hp tc tt hn trong khi lm vic vi khch hng.

iii. Calendar: Qun l cng vic hng ngy ca tng ngi s dng vtiger c mt
qu trnh bn hng hp l.

Ln danh sch s kin (cuc hn, hp) v k hoch cn lm m bo

ng tin

c. Qun l tip th: i. Charts Functionality for Reports of Summary Type Ni to mt cch nhn trc quan qua vic thu thp thng tin t h thng t o lng v v thnh cc chart theo ii. Campaigns To chin dch c th bao gm mc tiu, thi gian bt u v kt thc chin dch, thnh phn tham gia (nhn vin & sn phm), li nhun mong i d. Dch v h tr khch hng i. Trouble ticket: ghi li phn hi v kin ca khch hng thng qua cc thng tin: tn KH, tn user, loi sn phm, thi gian, mc u tin gii quyt. Forward cc ticket n cc phng ban lin quan gii quyt trc tip cho khch hng

ii. Self Service & Customer Portal: Thit lp cng thng tin khch hng: xem li thng tin ca chnh mnh, cc hot ng thanh ton gn nht, xem thng tin v sn phm, t t hng, thanh ton qua ti khon ngn hng, ghi li c kin c nhn. iii. FAQ Danh sch lu tr cc vn v cch gii quyt vn thng gp e. H thng tin nhn thng minh
CRM khng ch dng qun l khch hng, vic pht trin module SMS tch hp sn trn Vtiger gip cho vic thng bo, chm sc, qung b thng hiu v h tr hiu qu nghip v bn hng.

f.

Tch hp PBX Manager Asterisk i. Vic tch hp h thng tng i IP vo mm Qun l quan h khch hng Vtiger
CRM cho php truy cp d liu ngi gi mt cch t ng da vo thng tin s ch gi (CallerID) ca ngi gi t c s d liu CRM. Khi h thng tng i IP nhn cuc gi vo, n s thng bo cho phn mm CRM t ng hin th thng tin chi tit v ngi gi trn mn hnh ca nhn vin chm sc khch hng. Nu ngi gi vo cha c thng tin cp nht trong c s d liu khch hng ca CRM (v d mt u mi mi hoc khch hng tim nng mi), khi CRM s to mt contact mi cho php nhn vin ngay lp tc cp nht thng tin chi tit ca ngi gi vo c s d liu CRM. Vic tch hp h thng tng i IP vo mm Qun l quan h khch hng Vtiger CRM cng cho php "Click-to-Call", gip nhn vin chm sc khch hng khng cn phi bm s khi thc hin cuc gi m ch cn nhp chuc trc tip vo mt s in thoi ca khch hng cn gi trong phn mm CRM, khi tng i IP s t ng kt ni cuc gi ti s in thoi ca khch hng cn gi . Ngoi ra, vi gii php tch hp ng dng CRM vi h thng tng i thoi IP, tt c cc cuc gi n v gi i c trc tip cp nht vo c s d liu CRM v vy tt c lch s cuc gi vi khch hng u c lu gi trong c s d liu CRM nh thi in bt u cuc gi, thi im kt thc cuc gi, tn khch hng/nhn vin gi, ...