The Design And Implementation Of The Telecommunications Industry Customer Complaints Centralized Acceptance System

Enterprises in the process of continuous development and change, many other customer perceived level such as the business, products and services inevitably exist a variety of problems. As an important reference mechanism for enterprises to correct mistakes, improve product functions, improve service levels- customer complaints, is an important part of the various enterprises can't be avoided. Based on telecommunications services is the livelihood of the basic services, the size of the huge number of telecommunications customers, the use of the original, simple, decentralized management system has been unable to meet the requirements of the existing work. It is imminent to design and develop an independent, professional system. This paper based on the actual requirements of the telecom enterprises, designs and implements for the customer complaints centralized acceptance system of the complaint handling and related work.In the process of system design and implementation, this paper studies and analyzes the system of customer complaints centralized acceptance in telecommunication industry. First, according to the operating system, technical and economic feasibility analysis, and combining the complaint acceptance personnel, complaint handling personnel at different levels to the needs of users of the system, paper has carried on the user requirement analysis and system function requirement analysis of the system. According to the specific characteristics of the system, it analyzes the non functional requirements from the aspects of system performance, compatibility, scalability, security and margin. Second, according to the identity of the different users of the system, the system in the design gives different system functions, and designs and implements system function module from work sheet acceptance, work sheet handling, work sheet transfering, work sheet closing, work sheet track processing, work sheet statistical query, work sheet management, forewarning management and system configuration management 10 dimensions, to form a closed loop management chain for customer complaints and service management in the telecommunications industry. Third, the system uses Java code as a development tool, database system software development for Oracle 11 g, and work sheet flow engine development tools use Oracle JDeveloper technology, using visual control to drag and drop to develop BPM work sheet flow. In order to achieve maintaining a unified style with customer relationship management(CRM) system, and at the same time to be able to better system interface integration, it uses a unified interface framework.Through this system test and actual application in telecom enterprise customer complaint management process, it is entirely up to the system design of the expected effect. The system which this paper designs and implements the customer complaint centralized acceptance system will integrate work sheets applying and other electron flow into a unified platform and it implements the basic functions of the customer complaint handling such as the work sheet generation, distribution, processing, monitoring, query, as well as related reports, statistical inquiries and other functions. It establishes the service platform of complaint electron flow in the company's IT infrastructure as a public platform of corporate level operation service process management, and forms electron flow system of a two-stage across provinces and cities, across departments, across systems of event management problem management and other IT operations management process and the information management, providing a solid system support for telecommunication enterprises to improve the efficiency of customer complaints handling.