Design And Implementation Of Customer Response Support System In Inner Mongolia

The information technology department of Unicom group puts forward the pilot construction of all business support system (BSS) in the four provinces of Jilin, Inner Mongolia, Shanxi, Tianjin based on the analysis of the present system situation of the ten northern provinces. With the clearness of the headquarters’ BSS system standard, the comprehensive customer service system function module of the fixed network of Inner Mongolia Unicom must be split, and the customer relationship management included in the original comprehensive customer service system, the Business-Acception function module are integrated into the BSS system of the group standard and the unified version, while other service launching, resource management, electronic work order system and112barrier system belong to the category of OSS system, which need to strip and transform by the local.According to the present system situation of the branch company of Inner Mongolia Unicom and its business contents, this paper designs a new customer response support system to integrate the stripped comprehensive customer service management system and the112barrier system according to the corporate technical standard thus realizes the work order process management and control of the fixed-line’s packing, unpacking, moving and repairing, as well as provides the monitoring and evaluation abilities for the whole business process.This paper also analyzes the present situation and existing problems of the information system Inner Mongolia Unicom branch, and offers the requirement analysis of the construction of the new customer response support system; And it also provides the outline and detailed design of the new customer response support system construction; Besides, it builds up the development environment, develops and implements various business processes and the functional modules of the system; Meanwhile, it suggests the implementation ways of the functional modules of the system. In order to enhance the implementation of the system design, this paper also adds the relevant database design, the hardware deployment plan and backup strategy. The practical application shows that this technology is feasible, and the implementation method is proper, thus meets the design requirement.