# 400热线方案

# **《400热线客资》**

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一、需求概述

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1.1 需求背景

为实现400热线客资的统一管理，优化线索分配与跟进流程，提升销售转化效率，需将现有《400热线客资》功能整合至CRM系统【临时客户】（线索模块）中，建立标准化的400热线业务处理机制。

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1.2 需求目标

Ø 统一客资入口，实现400热线线索的集中管理

Ø 建立自动化通知机制，确保线索及时分配与跟进

Ø 规范跟进流程，强化过程管控与审批管理

Ø 构建转化分析报表，实现全链路数据追踪

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二、功能需求

2.1 线索创建与分配

<table id="bkmrk-%E5%8A%9F%E8%83%BD%E7%82%B9%E8%AF%A6%E7%BB%86%E8%AF%B4%E6%98%8E%E5%AE%A2%E8%B5%84%E5%BD%92%E9%9B%86%E5%B0%86%E3%80%8A400%E7%83%AD%E7%BA%BF%E5%AE%A2%E8%B5%84" style="border-collapse: collapse; border: none;"><colgroup><col style="width: 213.05pt;"></col><col style="width: 213.05pt;"></col></colgroup><tbody><tr><td style="width: 213.05pt; padding: 0pt 5.4pt; border-width: 1pt; border-style: solid; border-color: windowtext;">**功能点**

</td><td style="width: 213.05pt; padding: 0pt 5.4pt; border-width: 1pt; border-style: solid; border-color: windowtext;">**详细说明**

</td></tr><tr><td style="width: 213.05pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">客资归集

</td><td style="width: 213.05pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">将《400热线客资》功能整合至【临时客户】模块（线索模块），新增"400热线"业务类型选项

</td></tr><tr><td style="width: 213.05pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">字段配置

</td><td style="width: 213.05pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">运营管理人员需填写基础信息字段

</td></tr><tr><td style="width: 213.05pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">自动通知

</td><td style="width: 213.05pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">保存线索后，系统自动触发CRM通知机制，即时推送至对应业务部门的负责人/分配人员

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2.2 线索跟进与审批

<table id="bkmrk-%E5%8A%9F%E8%83%BD%E7%82%B9%E8%AF%A6%E7%BB%86%E8%AF%B4%E6%98%8E%E8%B7%9F%E8%BF%9B%E6%8F%90%E9%86%92%E4%B8%9A%E5%8A%A1%E4%BA%BA%E5%91%98%E9%80%9A%E8%BF%87crm" style="border-collapse: collapse; border: none;"><colgroup><col style="width: 213.05pt;"></col><col style="width: 213.05pt;"></col></colgroup><tbody><tr><td style="width: 213.05pt; padding: 0pt 5.4pt; border-width: 1pt; border-style: solid; border-color: windowtext;">**功能点**

</td><td style="width: 213.05pt; padding: 0pt 5.4pt; border-width: 1pt; border-style: solid; border-color: windowtext;">**详细说明**

</td></tr><tr><td style="width: 213.05pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">跟进提醒

</td><td style="width: 213.05pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">业务人员通过CRM消息中心接收待办提醒，点击可直接跳转至线索详情页

</td></tr><tr><td style="width: 213.05pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">信息补充

</td><td style="width: 213.05pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">业务人员跟进400线索后，需要按照要求回填相应的跟进信息

</td></tr><tr><td style="width: 213.05pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">审批触发

</td><td style="width: 213.05pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">跟进信息提交后，系统自动触发审批流

</td></tr><tr><td style="width: 213.05pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">状态流转

</td><td style="width: 213.05pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">审批通过后，线索状态自动更新为"已跟进"，并允许进入转化阶段

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2.3 转化分析与报表

要求客户与商机的创建必须通过线索转换功能实现，确保形成"线索→客户→商机"的线性关联关系。

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二、业务流程图

<span style="white-space: pre-wrap;"> </span>[![image.png](https://docs.optmv.com/uploads/images/gallery/2026-03/scaled-1680-/3MFimage.png)](https://docs.optmv.com/uploads/images/gallery/2026-03/3MFimage.png)

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二、字段设置规范

2.1 信息结构总览

字段分层：基础信息层（运营填写）+ 跟进信息层（业务填写）

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2.2 具体字段清单

A. 基础信息区（运营人员填写）

<table id="bkmrk-%E5%AD%97%E6%AE%B5%E5%90%8D%E7%A7%B0%E5%AD%97%E6%AE%B5%E7%B1%BB%E5%9E%8B%E6%98%AF%E5%90%A6%E5%BF%85%E5%A1%AB%E5%A1%AB%E5%86%99%E8%AF%B4%E6%98%8E%E8%81%94%E7%B3%BB%E4%BA%BA%E5%A7%93" style="border-collapse: collapse; width: 425.95pt; border: none;"><colgroup><col style="width: 121.6pt;"></col><col style="width: 101.45pt;"></col><col style="width: 101.45pt;"></col><col style="width: 101.45pt;"></col></colgroup><tbody><tr><td style="width: 121.6pt; padding: 0pt 5.4pt; border-width: 1pt; border-style: solid; border-color: windowtext;">**字段名称**

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-width: 1pt; border-style: solid; border-color: windowtext;">**字段类型**

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-width: 1pt; border-style: solid; border-color: windowtext;">**是否必填**

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-width: 1pt; border-style: solid; border-color: windowtext;">**填写说明**

</td></tr><tr><td style="width: 121.6pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">联系人姓名

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">文本

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">是

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;"><span style="white-space: pre-wrap;"> </span>

</td></tr><tr><td style="width: 121.6pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">联系方式

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">手机/电话

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">是

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</td></tr><tr><td style="width: 121.6pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">咨询日期

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">日期

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">否

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">自动带出

</td></tr><tr><td style="width: 121.6pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">咨询渠道

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">单选

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">否

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;"><span style="white-space: pre-wrap;"> </span>

</td></tr><tr><td style="width: 121.6pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">地区

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">单选

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">否

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;"><span style="white-space: pre-wrap;"> </span>

</td></tr><tr><td style="width: 121.6pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">新/老客户

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">单选

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">否

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;"><span style="white-space: pre-wrap;"> </span>

</td></tr><tr><td style="width: 121.6pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">客户简称

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">文本

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">否

</td><td style="width: 101.45pt; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;"><span style="white-space: pre-wrap;"> </span>

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B. 跟进信息区（业务员填写）

<table id="bkmrk-%E5%AD%97%E6%AE%B5%E5%90%8D%E7%A7%B0%E5%AD%97%E6%AE%B5%E7%B1%BB%E5%9E%8B%E6%98%AF%E5%90%A6%E5%BF%85%E5%A1%AB%E5%A1%AB%E5%86%99%E8%AF%B4%E6%98%8E%E5%AE%A2%E6%88%B7%E5%85%A8%E7%A7%B0" style="border-collapse: collapse; width: 99.96%; border: none;"><colgroup><col style="width: 36.3%;"></col><col style="width: 21.22%;"></col><col style="width: 21.22%;"></col><col style="width: 21.22%;"></col></colgroup><tbody><tr><td style="width: 36.3%; padding: 0pt 5.4pt; border-width: 1pt; border-style: solid; border-color: windowtext;">**字段名称**

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-width: 1pt; border-style: solid; border-color: windowtext;">**字段类型**

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-width: 1pt; border-style: solid; border-color: windowtext;">**是否必填**

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-width: 1pt; border-style: solid; border-color: windowtext;">**填写说明**

</td></tr><tr><td style="width: 36.3%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">客户全称

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">文本

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">是

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;"><span style="white-space: pre-wrap;"> </span>

</td></tr><tr><td style="width: 36.3%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">咨询需求描述

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">文本

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">是

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;"><span style="white-space: pre-wrap;"> </span>

</td></tr><tr><td style="width: 36.3%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">咨询的产品线

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">单选

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">是

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;"><span style="white-space: pre-wrap;"> </span>

</td></tr><tr><td style="width: 36.3%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">跟进状态

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">文本

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">是

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;"><span style="white-space: pre-wrap;"> </span>

</td></tr><tr><td style="width: 36.3%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">跟进结果

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">文本

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">是

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;"><span style="white-space: pre-wrap;"> </span>

</td></tr><tr><td style="width: 36.3%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">新客户是否注册CRM

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">单选

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">是

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;"><span style="white-space: pre-wrap;"> </span>

</td></tr><tr><td style="width: 36.3%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">是否已联系客户

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">单选

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;">是

</td><td style="width: 21.22%; padding: 0pt 5.4pt; border-left: 1pt solid windowtext; border-right: 1pt solid windowtext; border-top: none; border-bottom: 1pt solid windowtext;"><span style="white-space: pre-wrap;"> </span>

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三、操作手册

3.1 运营人员操作指引

步骤1：创建线索

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Ø 进入路径：CRM系统 → 临时客户 → 新建

Ø 业务类型：必须选择【400热线】

Ø 填写要求：完整填写【基础信息区】基本内容

Ø 分配原则：根据意向业务自动匹配对应业务员，特殊情况下可手动调整

<span style="white-space: pre-wrap;"> </span>[![image.png](https://docs.optmv.com/uploads/images/gallery/2026-03/scaled-1680-/Ko7image.png)](https://docs.optmv.com/uploads/images/gallery/2026-03/Ko7image.png)

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步骤2：分配与推送

Ø 点击"保存"按钮，系统自动触发通知

Ø 通知渠道：CRM提醒

Ø 通知内容模板：您有一条新的400热线线索待跟进【客户姓名+电话】

<span style="white-space: pre-wrap;"> </span>[![image.png](https://docs.optmv.com/uploads/images/gallery/2026-03/scaled-1680-/3hUimage.png)](https://docs.optmv.com/uploads/images/gallery/2026-03/3hUimage.png)

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3.2 业务员操作指引

步骤1：接收提醒

查看通知：登录CRM后在"CRM提醒"中查看被分配的线索

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步骤2：跟进与填报

编辑路径：点击通知链接或进入【临时客户】列表，填写内容后，点击"保存"按钮后，系统锁定编辑权限，避免信息被修改

[![image.png](https://docs.optmv.com/uploads/images/gallery/2026-03/scaled-1680-/BmJimage.png)](https://docs.optmv.com/uploads/images/gallery/2026-03/BmJimage.png)