Design And Implementation Of Tianjin Hongqiao Unicom Customer Service Complaints Work Order Management System

Tianjin unicom unicom as tianjin red bridge larger district branch, business development rapidly in recent years, with the era of high-speed Internet, the efficiency of the mobile business demand is higher and higher, followed by a user question about the unicom various business, complaints, etc. Are also on the rise.Makes the operators in the service process, system, organization system and so on various aspects have some does not adapt.Advised unicom branch of the existing complaints work order processing procedure and method cannot have satisfied an increasing number of various types of customer complaint.Cause above user complaints and work sheet extrusion, etc.Based on the above problems, the company decided to work with existing complaints single processing method, a complaint work order management measures, and establish a set of measures for the management of the complaint order based "customer service complaints work order management system".Can be scientific, automatic and effective for management and automatic flow complaints work order.Improving timeliness of complaints work order processing and customer satisfaction, and can complain to the repair order classification, statistics and analysis, to quantify the workload and work efficiency of employees, improve the efficiency of management.System in the implementation of technical route on using the STRUTS framework, realize the function of system, in the form of a modular system mainly realize the function of the single to automatically assigned, complaints involving complaints handling, reporting, and other functions;In the design of database, the key characteristics, according to the complaints work order data will not be the same information in different table implemented, so as to avoid too much information in a table and phenomenon of operation too slowly.And through the relationship between constraints, the transaction on the integrity of the data security.In terms of the data exchange with other system operation, from the stability and efficiency, the system USES the SOAP protocol, realizes the data transmission by the XML document operation, make the interface stability, accuracy and completeness of the data is the effective guarantee.In general, the implementation of customer service complaints work order management system, enables the tianjin unicom red bridge to efficiently manage the customer service complaints and respond in a timely manner, at the same time, the system is the standardization of the complaints about customer service management process and improving the efficiency of management also played an important role.