The Design And Implementation Of 95598 Decision Support System For Customer Service

At present the scale of China ’s electricity market is gradually expanding, while our model of economic development but also the transition from a planned economy to a market economy, the electricity market is no longer the traditional electricity based marketing, but in consumer spending mainly electricity companies, they are subject to the impact of competition and unprecedented. Currently, the various departments of the power industry in the use of modern technical means to build their own information management systems, information management systems by external services, improving the user’s satisfaction.At present, Chengdu Electric Power Bureau 95598 customer service centres mainly related businesses include: Consulting, reported loading, capacity and electricity business changes, fault repair, complaints and suggestions. At present the main problem is: 95598 on duty arrangements existing staff no data basis, no dialogue peak traffic forecasts and emergency response mechanism, low call through larger customer service pressure. With the Sichuan Electric Power Marketing System in 2009 to achieve the province’s unity, and with the Chengdu Electric Power traffic and traffic to an average annual growth rate of 8%, the function of the original program can not meet the growing volume of business in Chengdu Bureau of requirements, especially in the summer peak summer and peak traffic typhoon weather conditions, advice and trouble ticket processing speed issues highlighted, together with the lack of personnel in recent years, the existing system has been unable to meet the business development of the Chengdu 95598 requirements, Chengdu 95598 service work caused some impact in urgent need of upgrading. How to power customer service process to conduct a comprehensive and accurate file data statistical analysis, how to relieve stress customer service, enhance customer service experience is an important subject company.In this thesis, Chengdu Electric Power Bureau’s 95,598 customer service decision support system development processes in detail the design and description. Technology Roadmap for 95,598 customer service decision support system is divided into four stages, namely 95,598 customer service combined with the actual situation of decision support system for system requirements analysis, 95,598 customer service overall architecture and function modules designed decision support systems, 95598 customerService for decision support systems to achieve functional modules work on 95,598 customer service decision support system in the various functional modules were tested to work.System uses B / S architecture, developed in JAVA environment, using the JAVA programming language, the actual preparation of the browser-side code, writing web layer interface function codes, preparation of the database stored procedure code, the main technologies involved in this period theoretical knowledge including database programming, network communication protocol, HTTP protocol communication,network programming, JAVA programming language, object-oriented design. Database and the overall function of the system and the detailed design of the system-related modules implemented and tested.