Build And Implementation Of Customer Service Management System For Qilu Securities

Along with the social economy development and residents growth in wealth, investors are based on its present situation of investment, asset management service socialization demand increasingly urgent; In order to adapt to the securities market new products and new business sustained release, and securities market regulator for preventing risks and safeguard social stability, also should be advocated the principle of service appropriately, To meet the social needs and high-level financial services following service appropriateness, securities companies universal principles were established based on the CRM (customer relationship management) theory of all service platform or system.This thesis mainly through customer service management development significance and the development trend of this paper mainly analyzes the job description. Paper on system overall business describes specific business analysis, finally to system realization of the key technology and the interface to display. In system development JAVA language used in the process of the analysis and design idea of demand is analyzed, each functional design. Technology is used on AWT system, and realizes the data with view of separation, technically to play expansibility and maintainability system caused by strong system. Detailed introduction system design and implementation, the system structure, function and characteristic are expatiated. Application of customer service management system is fully use of network resources to carry on the work management superiority, already economy and convenient, improved the efficiency of management of the qilu securities and level.This paper mainly with advanced information technology, in view of the securities industry service theory and application status of analysis, from services science Angle, qilu securities for complete service chain key service the elements service elements of the class abstraction and services elements service relationship between the rules are studied, innovation, proposed the "customer service management" brand-new service theoretical framework. This theory in characterization of attribute system, investors characteristic service product attributes, service role properties and the above three key service factors between the matching relation rules as a research focus, design, established to precisely characterization investors features complete attribute system, using financial engineering tools quantitative calculate every investor each attribute property values, the realization of the item for investors dynamic, infinite level classification of accurate characterization, The securities firm to all staff service responsibilities role abstraction and attribute definitions, Preliminary calibration each securities assets risk attribute and parts of information product attributes definition, On the basis of the above three key established the elements of the service relationship maintenance rules, established the service object, service roles and the service product service relationship between dynamic maintenance and continuously optimize mechanism.Through this paper qilu securities customer service management business of design and realization to complete customer service management of the basic processes, convenient service commissioner, customer distribution administrator, marketing service manager position working process and improve the customer service management quality and efficiency.