95598 Customer Service System Design Based On Power Grid All-in-one Platform

With the development of power supply marketing, the 95598 customer service system has been given many new concepts especially after the State Grid put forward the all-in-one platform SG186. As a module of the platform, the customer service system combined capacity-increase service, consulting and inquiry service, customers'complaint reception, etc. It also supplied 95598 hot line, the Internet service center and the message platform. The customer service system of Tianjin Electric Power Corporation has been established for a long time. Although it supplied several services, its marketing still lacks an all-in-one platform. To perfect the customer service system and improve the service quality, it needs to design a customer service system on the all-in-one platform of power supply marketing with the features of Tianjin Electric Power Corporation.After setting the 95598 customer service system as the research goal, the author analyzed the definition of customer service system, domestic development, construction of the all-in one marketing platform and the current situation of the customer service system of Tianjin power supply corporation. The study focused on the design framework and some key techniques of the 95598 customer service system.In the research of the framework of the 95598 customer service system, the author studied call center of 95598 and the Internet service center. The functional framework was designed on the studies of these two parts. The paper also studied some key techniques of the 95598 customer service system, including the norm of the switch of the hardware system, numbering system and mechanical framework; CTI (Computer Telephony Integration) system, IVR (Interactive Voice Response) system and fax service, etc.After clarifying the framework and key techniques of the system, the author designed the system with the construction background of the 95598 customer service system of Tianjin Electric Power Corporation and the analysis of its current system and business. The overall design includes designing rules, norms, goals, logistic framework, physical composition; the key design includes platform framework of the 95598 call center, performance index, apparatus choosing, reliability and security design and the functions and security of the 95598 Internet service center.Finally the paper summarized the application of the system and set the goal of further study with the analysis of the improved system. After the establishment of the 95598 customer service system on the all-in-one platform of power supply marketing, it can fully utilize the shared marketing information, perfect the customer service functions, and increase the work efficiency and service quality.