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Implementação/manutenção de uma solução de CRM (SIEBEL)
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| 3.45 MB | Adobe PDF |
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Resumo(s)
Nos dias que correm, é cada vez mais recorrente por parte das grandes organizações e não só, o uso de COTS (Commercial-off-the-shelf) como componentes de sistemas de software em desenvolvimento, como é o caso de sistemas de CRM (Customer Relationship Management). O CRM define um conjunto de ferramentas tecnológicas que permitem a automação dos processos de gestão associadas ao relacionamento com os clientes. É possível implementar uma estratégia CRM que permita ganhar vantagem competitiva através do conhecimento dos seus clientes, dos seus hábitos de consumo ou das suas necessidades e do valor que representam. No mercado das tecnologias de CRM existe a aplicação Siebel, uma ferramenta de referência, na qual disponibiliza várias soluções identificadas e desenvolvidas que se adaptam às indústrias existentes sem a necessidade de parametrização, mas que, no entanto, continua a oferecer mecanismos de personalização de forma a corresponder às necessidades de negócio de cada organização. Esta ferramenta, adoptada pela Empresa Cliente para a gestão das relações com os seus clientes, tem vindo ano após ano a ter uma grande expansão, o que origina pedidos constantes de actualizações para novas versões e o desenvolvimento de novas funcionalidades de acordo com as suas necessidades para o negócio. Este documento descreve os trabalhos realizados durante o projecto de estágio. Projecto este que foi desenvolvido para uma empresa da área farmacêutica e cujo objectivo é gerir a logística e todos os processos associados á gestão de eventos. Todo o seu desenvolvimento foi feito utilizando a ferramenta Siebel, que é a ferramenta mais utilizada em todo o mundo, no que diz respeito ao desenvolvimento de aplicação CRM. Genericamente, este projecto para a Altran CIS, tem o objectivo de ajudar esta empresa multinacional ligada à área médica, disponibilizando os seus recursos de modo a gerir e a implementar novos módulos e funcionalidades sobre a plataforma Siebel. É neste sentido, que se explica neste relatório algumas das actividades desenvolvidas pelo consultor neste projecto de enorme dimensão.
In the past few days, it is more and more appealing on the part of the top organizations and not only, the use of COTS (Commercial-off-the-shelf) as components of software systems in development, as it is the case of systems like CRM. CRM defines a group of technological tools that allow the automation of the administration processes associated to the relationship with the customers. It's possible to implement a CRM strategy that can gain competitive advantage through knowledge of their customers, their consumption habits, their needs and the value they represent. In the market of the technologies of CRM exists the application Siebel, a reference tool, in the which makes available several identified developed solutions that can adapts to the existent industries without the need of customization, however, it also offers mechanisms of form personalization to correspond to the needs of business of each organization. This tool, adopted for the Client Company for the administration of the relationships with their customers, has been coming year after year to have a great expansion, what originates constant requests of updating for new versions and the development of new functionalities in agreement with their needs for the business. This document describes the work carried out during the draft stage. This plan was developed for a pharmaceutical company whose objective is to manage the logistics and all the processes associated with event management. All development was done using the tool Siebel, which is the most widely used tool in the world, regarding the development of CRM applications. Generically, this project for Altran CIS, has the aim of helping this linked multinational company to the medical area, making available their way resources to manage and to implement new modules and functionalities on the Siebel platform. It is in this sense, that is explained in this report some of the activities developed by the consultant in this project of enormous dimension.
In the past few days, it is more and more appealing on the part of the top organizations and not only, the use of COTS (Commercial-off-the-shelf) as components of software systems in development, as it is the case of systems like CRM. CRM defines a group of technological tools that allow the automation of the administration processes associated to the relationship with the customers. It's possible to implement a CRM strategy that can gain competitive advantage through knowledge of their customers, their consumption habits, their needs and the value they represent. In the market of the technologies of CRM exists the application Siebel, a reference tool, in the which makes available several identified developed solutions that can adapts to the existent industries without the need of customization, however, it also offers mechanisms of form personalization to correspond to the needs of business of each organization. This tool, adopted for the Client Company for the administration of the relationships with their customers, has been coming year after year to have a great expansion, what originates constant requests of updating for new versions and the development of new functionalities in agreement with their needs for the business. This document describes the work carried out during the draft stage. This plan was developed for a pharmaceutical company whose objective is to manage the logistics and all the processes associated with event management. All development was done using the tool Siebel, which is the most widely used tool in the world, regarding the development of CRM applications. Generically, this project for Altran CIS, has the aim of helping this linked multinational company to the medical area, making available their way resources to manage and to implement new modules and functionalities on the Siebel platform. It is in this sense, that is explained in this report some of the activities developed by the consultant in this project of enormous dimension.
Descrição
Trabalho de projecto de mestrado em Engenharia Informática (Sistemas de Informação), apresentado à Universidade de Lisboa, através da Faculdade de Ciências, 2009
Palavras-chave
COTS CRM SIEBEL Eventos Clientes Trabalhos de projecto de mestrado - 2009