Chengdu Mobile Customer Service Management System Design

As the number of China Mobile users in Sichuan grows, Customer service centerhas been dealing with increasing business volume. Providing solutions to enquiries callsfor operator assistance which has led to ever-increasing labor cost and low efficiency.For better customer service and higher efficiency, I am suggesting bringing in amulti-tier support system and providing choices to customers such as operatorassistance, system help, automatic upgrade, service switch, etc. This will greatly lowerlabor cost and improve processing capacity by allowing computer to handle certain levelof enquiries with faster speed and greater accuracy.In Chengdu Mobile, customer enquiries were often not appropriately dealt with oreven missing in record, resulting in low customer satisfaction and even losing customers.For a system with a considerable number of daily enquiries, the importance of makingsure each enquiry handled correctly and timely can’t be stressed more. Above all, everyenquiry must be correctly recorded, and the handling and monitoring process need to bein place. Every enquiry needs a complete cycle to improve user experience. In this paper,I am going to base on the above points to explain life cycle design for enquiries whichincludes recording, claiming, processing and monitoring. Such a cycle will ensure thatwe can find the status of any enquiry in order to manage it well. Timeliness, accuracyand efficiency in dealing with customer enquiries are the keys to maintain and broadencustomer base as well as ensure customer satisfaction.The development of Chengdu Mobile customer service tracking managementmainly consists of two aspects: the design of the back-end database and thedevelopment of the front-end application. The former requires the establishment of adatabase with consistency and integrity, while the latter requires that the application isfully functional and easy to use. With these requirements in mind, I did an in-depthstudy and application on the MySQL database, SQL language principle, J2EE systemdesign and various Java frameworks, conducted a demand analysis of the trackingmanagement system, function module division, the database schema analysis anddesigned the structure and the application of the database. The entire system used DSH architecture, the Dorado browser technology, the Spring Inversion of Controltechnology, and Hibernate to encapsulate JDBC database link. These include the use offront-end JavaScript, CSS, JSP, Ajax technology for greater client display and the use ofMVC design patterns to control the interaction between the page and the backgroundJavaBeans. The business design also used the “interface–implementation” to ensurethat the system is expandable and maintainable.