The Design Of The Customer Service System Of BOSS Based On ETOM

With the world market growing up, it becomes more difficult to develop for every walk of life. Especially to the telecom field which had been monopolized for decades, the challenge becomes more and more austere. And also with China entering into WTO, the whole Chinese market becomes more open to the world, so the task of Chinese telecom field is much harder.Meanwhile because of the telecom buyers' market forming, the loss rate of customers becomes higher and higher. So how to retain the old customers and attract more fresh ones turns into the emphasis of the market operation and business developing of the telecom companies. But for them the developing of CRM in China is still juvenility and high-cost, which holds back their steps.In the face of these situations, the article basing upon the whole circumstance of China telecom field and according to the core ideas of eTOM which is recognized in this field, carries through the designing of the customer service system of BOSS.Firstly, the customer service system is not only the numbers such as 1000 and 10010, and not only the self-help service on the internet neither, but also providing some analysis for the other systems of BOSS, in order to cut down the complexity of the later analysis. Therefore, in the designing of the system, the article adds more content and method of data analysis.Secondly, customers' extending analysis is very important, but the initial orientation is even more pivotal. So the article put CBR into the process of users' initializing (data inputting), in order to give the user a relatively exact orientation which will help to mine the consume power of the customers.However, the tendency of customers' consumption is changing. So telecom corporations need to track and analyze the information of the customers. The article adds the part of periodical demand analysis, expecting to assist the corporations to grasp pulse of the customers.In addition, the customer service system should afford more convenient, more circumspect and more individual service. Whereas the vip customers hold the balance of the development of the telecom corporation, the article designs more individual resolving project for them in order to provide more excellent service.In the end, the article carries through the detailed designation and explanation for flow and frame of the customer service system.