The Design And Research Of Network Platform Of Central Heating Customer Service System

In recent years, with the continuous development of social economy, central heatingindustry has been full developing in China. According to relevant statistics, up to now, morethan360cities have realized central heating in our country. However, the degree ofinformation of central heating customer service system is low in most of cities, which bringsinconvenience to real-time hotline processing, fault repair and business statistics in theprocess of heating service. In this paper, on the basis of detailed analysis of the actualsituation in heating enterprises, it proposes and implements the central heating customerservice system based on CTI technology. At present, this system has been successfullyapplied in Nankai, Tianjin. The practical application shows that the system greatly improvesthe work efficiency of custom service and the repair efficiency of user fault. At the sametime, it provides a great convenience for the maintenance and management of heating data.Firstly, on the basis of detailed analysis of business process and functional requirementsof central heating service, it proposes a central heating customer service system and itsstructure in this paper, which connects customer service, repair personnel, user and thecentral heating information management server together through Internet, Intranet, PSDNand GPRS.Secondly, it conducts detailed description on the central heating customer servicesystem by designing and realizing the real-time hotline processing, the repair businessprocessing, the business search, and the business statistics and the data maintenance.Meanwhile, the paper also explicates the design and implementation of maintenancebusiness short message service system based on GSM/SMS technology, which has greatsignificance on improving the maintenance efficiency of heating fault.Thirdly, in order to improve the work efficiency of customer service staff andstrengthen management of call recording file, in this paper it designs and implements thecentral heating service surveillance system and the central heating recording summarysystem.Finally, it summarizes the main content of this paper, and proposes the direction offuture research in light of the existing problems.