Design And Implementation Of Customer Service Management System

With the continuous progress of science and technology, theenterprise, customer and market gradually began to become more closely linked byinternet and information technology, in which situation customer service managementsystem had gradually been accepted by more and more enterprises. The customerservice management system came from CRM customer relationship managementsystem, putting more emphasis on the experience and feeling of customers so that itcould meet the needs of customers as well as enhancing the customer experience. Itnot only solved practical problems for users at the first time, but also could collectmuch information from customers, market and enterprises ahead of themarket demand. To enterprises, customer service management system was anexcellent platform for customer relationship management and product informationmanagement which could be used to maintain customer relationship,manage customer groups, statistics the quality of product, collect customer demand.This paper toke the typical customer service management system as theresearch object and developed a customer service management system according tothe enterprise management, using Microsoft SQL Server2005database, MicrosoftVisual Studio2008development platform, C#language and.NET technology whichwas widespread adopted. The system mainly included the following functions:inputting, querying and managing customer information; uploading technical data andupdating notification; inputting, querying and managing service task and record;inputting, querying and managing service feedback and records; inputting, queryingand managing after-sales service orders; inputting, querying and managing spare partsinformation including applications, approval and shipments.Based on the outline and detailed design of the system, the paper gave the system a software testing for its positive effects. Using this system, the service sectorcould collect and manage product information as well as customer information, andcould statistics and analysis of the quality of the product, while the enterprisecustomers could feed back demand and complaints proposals etc.At last, this paper summarized the advantages and Success factors which can beused for reference.