Telecommunications Customer Protection System Design And Application

As the telecommunication market is further fractionized and the competition between operators becomes more and more fierce, telecom operators need to be changed from simple network operation and maintenance to'end to end'business operation. It is required that operators pay more attention to the user's integrated perception and experience, especially important Customer's(VIP) good experience in order to retain the important customers with high ARPU values. According to statistics, approximately 50% of the telecommunication sector's revenue is from large customers, and large customers'contribution to net profit has been an important source of income. Establishing long-term and stable relationships with customers is the goal that all operators are doing efforts to develop and consolidate. In these customer relationships, large customer, as the largest source of income, is the focus of competition. So the implementation of individual service for different customers, the speeding up of the opening and fault treatment speed, the shortening of the construction duration, and the increasing of the customer's awareness to maximize profits have become the key to operators'survival and development. The requirement for improving the quality of the customer service needs to be supported by the information means, achieved by precise management, driven by data and fact. The specific and operational management mode that can be copied and is supported by information to improve customer service capabilities and optimize resource allocation is the optimization and open of the failure treatment flow, the implementation of precise management during sale and after sale, and the effective use of human and material resources to improve the enterprise's basic management level completely, to realize that all the tasks can be standardized, counted, processed and information-based, and to create a competitive advantage for sustainable development. This mode is the key objective for telecommunication to further improve its market response speed, enhance competitiveness, and maintain better customer service.This subject is about the integrated customer guarantee information system functionality based on Shanghai Telecom's existing IT users'information system. It is a management system that preliminarily realizes the differential service for "my e home" customers including the management of loading, unloading, moving and repairing and the management of ex-cooperating teams, etc. It is a customer guarantee system to optimize the customer response, increase customer awareness, and build up the goal of "four-one" that is one receiving, one test, one team, one home service. Its aim is to provide effective support for Shanghai Telecom to occupy a larger share of the information market.It will greatly enhance the service quality of operators, improve the existing shortage of Shanghai Telecom IT system about user information and it will be a communication bridge between operating companies and users after the system is established. At the same time, it will provide a full range of needs for Shanghai Telecom to raise its service quality overall by providing users with value-added services, meeting existing users, and finding potential users, and bring considerable economic income to Shanghai Telecom.