The Research On Improvement Of Information Construction To Promote Customer Service Work

Since 1979 China resumed the insurance business,premium income average annual growth of more than 20%,is the national economy one of the fastest growing industries.In the last years of business growth ring,insurance industry faces the situation is:the poor image of industry,low customer satisfaction.As a kind of socialization,invisible security products,insurance is a special product personality only through the good services in order to reflect its function and significance.At the same time,the insurance market competitive situation is becoming more and more obvious.Product design,sales model,service means to imitate a phenomenon to highlight,a breakdown product is not enough,to meet the comprehensive requirements of insurance.The generation of these phenomena,and the insurance company"heavy sales services in the light of "traditional management style is closely related,but also with the information construction lag,information system of customer service support is not relevant.Based on the TP Insurance Corporation NY branch customer service as an example,through literature analysis,interviews with industry,customer surveys and case study method,a comprehensive analysis of the NY branch customer service work present situation,pointed out that the NY branch in customer satisfaction,loyalty,low degree of difference information construction lag,service means less,business process of such complicated problems.Focusing on information construction,through drawing lessons from the customer satisfaction theory,customer life cycle theory,the theory of service profit chain,customer relationship management,business process reengineering and data mining,knowledge base,customer services and information technology aspects of the theory and method,put forward to accelerate informatization construction to improve customer service,to provide technical support to CRM;system as the basis,through the data mining customer segments,to provide differentiated services,implementation of extension services,strengthen customer life cycle services,improve customer service,increase customer loyalty;finally,the implementation of the "customer-centric" business process reengineering,break departmental barriers,process optimization,to achieve customer service experience improvement and customer service efficiency improvement goals.Through this research,not only more accurate and comprehensive reveal of NY branch customer service work on the existing problems,and the combination of information construction and proposes feasible improvement plan and organize the implementation of.The research work of this thesis,not only on the NY company to improve customer service job has specific significance,also can help NY company in the future competitive advantage,gain the advantage.