The Design And Practice On End-End Electronic Work Order Of The Group Customers

With china telecom provider integration, in the meantime China Railcom and china mobile iron on, china mobile made by the former deals only in mobile network of mobile information, become the business operators to develop and retain the group of customers china mobile became more and more important. In the heat of the group the market competition, how to face the huge group of customers to excavate the market and customers with the group of developing rapidly, and how to solve the group in order of business and a long process, the department received credible, an urgent need for the whole business operators to build the operational system as a single group of marketing and business management of the customer and customer support the platform,:group client to end the system. work orders。The project eventually the service entrance through the establishment of multi-channel and standardized, electronic, closed-loop cross-departmental business process management and service support system, to achieve the three-end "marketing end, end to end sales and service end to end" and the two interact, "a full range of customer information exchange, a full range of customer service interactions." Main achieved includes:multi-channel business management:Synergies through the development of clear channel rules, and the client manager, agent, group hotline different channels of the system building business entry and distribution interface, multi-channel business from a collection-the collaborative channels-business management-ended to generate orders side of electronic support.the business process end to end customers of the Group:Nine products achieved transfer orders from the business-business audit-audit resources-open-SI-site network installation-the Measurement of business-the whole process of electronic billing and support, through business processes in the system cure and solve the system more difficult to coordinate, information is scattered, low efficiency.end to end customer service support group:Implementation Group, customer service complaints and fault handling of the entry, distribution, solution, return visit of the full electronic support to address the service processes are not integrated, cross-system work order flow is not smooth, service standards are not protected.a unified view of customers of the Group Management:Customers through the integration of its property and business services, information characteristics (business opportunities, orders, services, and account information), perfect in the system to build a unified view of customer information group, and through personalized display, automatic early warning and other electronic means to achieve customer service, business development, operations analysis and support effectively.This article focuses on the technical program, detailed design, implementation deployment, optimization summarize four customers of the Group introduced electronic work order system in Chongqing Mobile applications, bearing details of the system development principles applied to software design (Process-oriented methods, functional decomposition), related network technology (XML, WEB Service, SOAP), the system underlying frame structure (Browse/Application Server/Database Server), the physical topology of the system and software architecture. The project eventually set out on the Group's business operations in the application.