Analysis And Design Of Harbin Electric Power Bureau Customer Service Center Manage System

Along with the progress of power system innovation in China, how to improve the work of marketing and service of electric power enterprise by combining the modernization instrument and advantaged method of management becomes a important problem in the presence of every handlers to adapting to the development of market economy. The Customer Service Center of Electric Power emerged, as the times require in order to improving the work of service for the society. The paper includes the unitary design and realization of a management system of customer service center in the all, by fully comprehending and analyzing the operation actuality of the Customer Service Center of Electric Power of Harbin Power Bureau. The study achievement includes four parts as follows:1) Analyzing the setting of organization, the function of management and system status, indicating existed shortages and putting forward a series of consummate management system of Harbin Power Supply Bureau.2) Putting forward the whole design project including two sub-system of the Call center and GPS rush to repair assistant management. It becomes truth mat using the information of marketing and production together and modernization of customer management3) One key point of the study is to establish sub-system of Call center. Along with the development of computer technology, the coming of the information era, customers should be informed quickly and easily, and enjoy services conveniently. The topological network of the call center based on the PBX decreases equipment capacity in the most limitation by far and brings down the cost of equipment. It becomes truth that customer celerity consultation, looking up and complain by specialized service in time comprehensively.4) Putting forward the building project of GPS rush to repair assistant management system based on the fact of Customer Service Center of Electric Power of Harbin Power Bureau, and ganging the Call center and GPS rush to repair assistant management together. It becomes truth that rushing to repair speedy, controlling vehicles, sending vehicles near by the abort place and relapse in time. So, the ability and efficiency of rushing to repair are improved comprehensively.Now more and more enterprises think much of CRM. The study indicates that the management system of customer service center will make great progress in not only adapting power supply enterprises to market economy; strengthening service management and increasing sale, but also making important effect on collecting consumer informationrapidly, getting good enterprise report and improving benefit in allusion to the market status in quo in the province of HeiLongJiang. Customer Service Center of Electric Power would be of great application foreground in the future.