The Design And Implementation Of Beijing Mobile Customer Complaint System

As the rapid developments of mobile technology, the mobile network becomes larger and more complicated, thus brings great challenges and difficulties to network operating and maintenance. Besides enhancing network monitoring, disposing customers'complaints on time becomes extremely crucial to resolving network issues and improving customer satisfaction. However, due to the complexity of business and diversity of terminals, the foregoing service interfaces, including business halls, customer hotlines and customer managers, only have very limited functions when they get customer complaints. Most of time, they just accepting the message and deliver it to network department or specific maintenance department, which not merely lain heavy to others, but also lower the enterprise's overall performance. As business soars, the efficiency of customer complaint handling with service and network departments gets more and more pressure.This thesis analyzes the status and demand of Beijing Mobile network compliant service, the design and implement a total solution, which not only enhance information sharing between foreground and background, so as to satisfy individual's specific requirement for information, furthermore, it also electronically integrates the dispersive information into a whole. The solution systematically analyzes the demands of Beijing Mobile network customer complaint system based on JBossESB, then design the system's architecture and functions.This text based on actual demands on Beijing Mobile customer complaint service, mainly implements system management, system monitoring, integrating service, complaint handing guide, guide management, complaint batching, and single point logon. The logical combinations of layered function modules can respond to customer compliant more quickly, locate fault more accurately and analyze the root cause more intellectually, so as to further improve levels of mobile business operating and network management.In conclusion, the thesis summarizes the whole system and show a prospect, giving some feasible suggestions for future work.