Design And Implementation Of The Custom Service System Of A Gas Group

Business of Suzhou Gas Group has increased currently. In the face of increasingly complex inspection and maintenance, gas group wants to establish a customer service center system to monitor the entire service process, including scheduling, arrangements, paying return visit. As an information carrier, Suzhou Telecom integrated the call center for the Gas Group. Through data collection by call center, managers can understand the operation of company’s services clearly, which make them to optimize service processes, and enhance the company’s operation.This paper desribes the following parts:1. Describe the actual business applications. Explain the necessity and value of customer service center.2. Discuss the development of key technologies and development environments which this system requires. Choose the following technology:dot Net platform, SQL2005 database, LinQ design methods.3. Discuss how to analyze, design and implement the customer service center system. Based on the actual business processes and user needs, discuss a number of modules of the system design process in detail, these modules include the call center module, repair management module, line patrol management module, events logging module, data analysis module, knowledge base module, parameter management module.4. Design and implement system’s core modules in detail. They are:management of repair, line patrol management module. Among them, repair management function is to match the gas customers, distribut work orders, and collect information of return visit. Line patrol management function will assign repair work to the appropriate team. The design process and implementation methods of such modules are discussed in detail.5. Discuss how to integrate and test the system.The system has solved the customer service process successfully. It helps senders to generate work orders quickly, respond to work orders, and greatly reduce the workload of service to improve the maintenance efficiently. Finally, the paper describes the shortcomings and problems to be solved.