Workflow Technology In A Bank Call Center,

Workflow technology is a new research hotspot in the computer application area of our country and it is a core technology to fulfill the business-model building in the enterprise. It is very important to take further research on the workflow technology to enhance the degree of the enterprise's infomationization, enterprise's running efficiency and the ability of enterprise's competition in our country.Nowadays the banks compete with each other more and more fiercely. if one bank wants to survive in the competition, it must prove the customers' degree of satisfaction and loyalty firstly. The building of customer servicing center of bank provides a platform to fulfill that goal, and in the meanwhile it is a very important segment of the bank's CRM practice. The project of customer's servicing center of bank is based on the call center of the branches of bank, which adds the new business functions in the customer's servicing center about some departments, and adds customer information management,running management,marketing and workflow management according to aim of the effective running of customer servicing center and building the marketing model of customer servicing center.This paper is mainly discussing the actual application of the workflow management in the bank's customer servicing center. The introduction of the workflow management function is a very important guarantee to enhance the unionizing the running management of the customer servicing center of the general bank, unionizing service quality, unionizing the marketing activities, fulfilling the product spreading rapidly, sharing the resources effectively.This paper is focus on the building and analysis of the workflow system, the logic design of the workflow system and the developing system modeling. Using the J2EE technology, it is so well that it shows the principle of the client express layer, the business logic layer, and the data management layer, which is the foundation of the workflow system developing. The workflow system covers two relative independent function models such as the workflow management module and the business flow process.