The Design And Implementation Of Customer Service Management System For Zhejiang Telecom

With the development of the telecom operators, the competition among operators is also growing, and the most intense part in the competition is the customer resources competition. In order to get more customer resource, the better customer service is one of the fastest way. In the current situation, the quality of customer service management becomes a key evaluation index during the development of enterprise business process, and plays an important role on the development of enterprises. With the development of Zhejiang telecom, the annual revenue and profit also slowly reaches a bottleneck and the growth is slowing. In order to improve the service level and the profit ability of the enterprise, the construction of Zhejiang telecom customer service management system is imperative, Zhejiang telecom customer service management system includes the main functions of customer service in the telecommunications industry.Zhejiang telecom customer service management system adopts B/S architecture for the construction, a series of Oracle products is fully used and the Oracle database is also introduced as the database system. The weblogic application server is adopted for running load. The four layer exchange equipment F5 is chosen to request distribution, at the same time, in order to meet the requirements of the enterprise performance indicators, the distributed database management is used, the system puts the data in different database access and accesses the network by the self-developing data management component.Zhejiang telecom customer service management system mainly includes three main parts, respectively, it is the customer service management, broadband/fixed-line installed, removed management and operation management. Each part provides the evaluation function for the customer service.By the construction of Zhejiang telecom customer service management system, the originally scattered and disorder business of Zhejiang telecom customer service is integrated, then the customer service business of form an organic whole, can store and query the customer service real-time and effectively, it can reflect the characteristics among all kinds of data, and form a customer service management database, thus the corresponding customer service knowledge can be shared, and it is good for the learning of enterprise staff.At the same time, Zhejiang telecom customer service management system is a system with a broad range of users, it should adapt to the change of the enterprise business and the change of the users, and then the system needs the high extensibility.