A Company Research Community Channel Service Management System Optimization

China telecom industry restructuring and the issuance of3G licenses, ChinaTelecom, China Mobile, China Unicom three major telecommunications operators havestarted to include mobile services, fixed-line, broadband services, network rentaldominated the whole business. While social channels as China Telecom four big one ofmain channel, is playing an increasingly important role, its service level directly affectsthe enterprises can be sustained and healthy development of.A company is China Telecom is a local branch, its social channels to thedevelopment began only recently incorporated into the main channel planning, currentsocial service channel management is relatively weak, and competitors have biggerdifference, still can not support business large-scale development, combined with the Acompany’s own business development, resources, study on Optimization of come onstage and carry out social service channel management system has been imminent.This paper is to address the problem, to A company’s existing social channelservice management system as the research object, through the user’s perception ofsocial channels to collect, the service ability, development ability and historical data forinvestigation basically, analysis of social channels and customer service demand gap,analysis of A company social channel capacity and advanced company gap, find the Aenterprise problems. And in the proposed based on Optimization of service managementsystem, to promote the A company quickly up to social service channel capacity. Maincontents:1detailed study of the current domestic communication industry social channelservice management mode, as well as local rivals social development status and serviceability.2a detailed study of the A company’s current social service channel managementorientation and target, and from the service management system, performance growth,share and development trend, analysed A company social channels on the advantagesand disadvantages of. 3from the customer segmentation management, customer needs analysis, product,channel conflict and fusion, internal support ability and other aspects, a detailedanalysis of A company social service channel management the main problems.4studies and proposes A company in the social channel business guidance, supportsystem, competition mechanism, market entry and exit mechanism, channel servicestandard, channels to encourage and support services, as well as social channels andother channels of service integration optimize train of thought and measures.Research and achievement of Guangxi Telecom local network will be the rapid,standardized development, management of social channels to provide guidance.Through the analysis of the current social channels in the service existence question,from the service flow, examination management, grade management, channels betweensystem and service management system research and design, build a feasibleoptimization schemes, thereby increasing the high school of telecommunications in thelocal community channels management ability and development ability.