Research And Implementation Of Daqing Gas Customer Service System

Daqing Gas Company with domestic gas sales as the core business, has about 30 million households gas users, face so large user groups, request that we must make a rapid response to every user phone.At present, Daqing Gas Company has opened unified service hotline 5555567 to handle user consultation, repair, complaints, etc, but simple traditional hotline model of artificial service do not put customer data, business data and business process together, service response speed and service quality can not get effective control, thus to build an advanced and efficient customer service system covering whole daqing gas, integrate the internal and external resources, is of vital importance.Customer service system realize information sharing among communication phone and computer system through the computer voice call integration technology (CTI), and according to the call people, call reason, call period and call center calls actual state of call routing, choose initiate relevant function and host updates database. Our system also realize customer calls activated and answering automatically, and active outbound care and communication with the customers.Daqing gas customer service system has a unified hotline number to access. System is developed with PowerBuilder, J2EE and VISUAL C++ 6.0, the server running on HP UNIX operating system platform, with Oracle database as backstage. The development mode is C/S architecture and B/S structure compound mode. The system includes call center, WEB call center, customer service management, knowledge management, statistical analysis, document management, accessories management modules, each management module subdivide into several sub-modules. System supply survices such as gas business consulting, booking accounts registration/pin acceptance, household treatment, repair/rescue accepted and the gas inquires the/list fax, complaint acceptance, Ross, client review and owe the market survey, the safe use experts hotline for all kinds of customers. The main technical innovation of this system is that, achieve intelligent knowledge base management function of self-learning, and at the same time through more closely convergence with other system, the system achieved the safety informing, network dispatching,owe uncalling,tracking back etc. multilevel integrated management.The system greatly satisfy the requirements of customers. Customer service center provide the customer feedback suggestion to company production management department for a more reasonable management strategy, to provide the best customer experience; Provide the application of customer's fault of the fastest inform to production management department, prompt attention, protection of customer emergent consumers' rights; Visit customer, understand customer's most direct use feeling, for production management departments provide data for effective scheduling, improve the service quality of the company as a whole. Customer service center greatly reduce the customer built in use, and improves the incidence of company strengthens to customer satisfaction, customer service response speed and quality of service, set up "the customer as the center" management concept, reduce enterprise service costs, improve the company's economic benefit and social benefit played a large role in promoting.Daqing gas customer service system in 2006 to declare and won the national copyright administration (nca) of the People's Republic of China issued by the copyright in computer software patent and the patent number is:2007SR16460. The application of the system not only reduced the labor intensity of customer service personnel,but also improved the efficiency and quality of customer service from enterprises.And further,promoted informationization operation level of ascension of Daqing Gas Company.