Design And Implementation Of The After-sale Service Subsystem For Chengxintong

The subject comes from the project of the Alibaba core sector-Sales SupportSystem. The system provides a variety of functions needed during the productsselling and implementation and the after-sales service. It aims at improving theeffectiveness. The sales support system includes pre-sales subsystem, the salessubsystem and after-sales subsystem.Although there are a lot of customer data stored in the company’s customerrelationship management system, the data is not well taken advantage of at all. Allof the customers are still receiving the stereotyped service. The service neithersolves the customers’ problems, nor helps with improving the effectiveness of theclients’ online marketing. In addition, the system of business processes areincreasingly complex, the need to constantly adjust in order to adapt to the marketresults in a higher demand on the flexibility of the system.After-sales service subsystem is used to solve the problems above. It is mainlyused to diagnose the customers’ problems and needs, to match the correspondingstrategy and to assign the appropriate tasks to the sales. Then the sales providepersonalized services for the customers.Firstly, I analysed the business needs, and then designed and implemented threemodules of the after-sales service subsystem:(1) Customer information analysingmodule:Collect the customers’ information at the Quasi-real-time speed. Analyse thecustomers’ information in bulk using data mining techniques. Predict the probabilityof customers renew. Segment the customers. Diagnose the customers’ problems andneeds. Then generate work orders matched up with the problems and transmit theinformation to the work orders management module.(2) Work orders managementmodule:Based on the workflow, using the Business Process Management technology,according to the relevant business rules and the analysis results, the systemautomatically arrange different jobs for the sales staff and the service staff. Then thestaff will provide the targeted service for different types of customers. In result, theefficient operating mode is realized.(3) Service activities managementmodule:Provide the multi-dimensional and high reliability of managementinformation delivery service, including fax, SMS, email. Provide a visual,user-friendly interface to customize service activities. Record the feedback ofservice activities in order to guide future service activities. Form the closed loop ofservice-effect-accurate service.This system has been put into use within the company of Alibaba. It has greatlyimproved the efficiency of the services of the business sector and the staff has provided better service to customers. The overall customer renewal rate has alsoincreased. The system has fully meet the needs.