Design And Implementation Of Customer Service Support Management Information System

Abstract:With the rapid development of the information technology, Web-based customer service support system has become an effective method applied by many enterprises to provide high-quality, efficient and quick service for their customers. Integrating information technology and management technology, the system helps enterprises collect, report and analyze client information and offer personalized service to clients with effectiveness. In addition, it also help enterprises expand the potential customer, open up new market, improve their competitiveness and boost profits as well as improving customer satisfaction and loyalty.Taking the telecommunication enterprise information-based construction as study background, the thesis roundly states the rationale, structure, functions, development of the system and the relevant technologies involved. Besides, the thesis establishes the web-based customer service support system with the multiple functions as follow: customer management, business handling management, customer complaints’acceptance management, customer relation management, integrated query and statistics, customer service marketing management and system maintenance management, etc. Applying B/S structure-based system development model and Eclipse5.5JAVA development platform, the system has realized its establishment based on Internet and with the application of SQLSERVER2005database and completed the integrated system objectives including customer information management, customer service management, business handling and system maintenance, which contains the multiple, and meets the need of telecommunication enterprise to provide convenient service for customers as well after its research and development in customer service management support system.It is proved from the practical application that telecommunication enterprise can manage customer information, achieve user service function, and maintain good customer relationship with the introduction of the customer service management support system. What’s more, the system can help deal with customer service affairs, optimize the resource in telecommunication service and promote the rapid growth in economic benefits. On the whole, telecommunication service industry can realize the balanced development of service resource and market economy with the help of customer service management support system.