Design And Implementation Of Telecom Customer Support Management System Based On Lightweight Framework

In the customer relationship management process, an important function and customer service support is an integral part of management. Progress by means of computer and network technology, enterprise and customer communication process, customer service support for network management systems are playing an increasingly important role. Construction and improvement of customer service support management system, not only can enhance the corporate image, increase sales tools, you can also make the competitiveness of enterprises has been significantly improved, at the same time, building customer service support management system is carried out to protect the interests of customers and clients important means to enhance satisfaction. Therefore, in the Web environment, how to take full advantage of the strengths and advantages of customer service support management to improve customer retention, and how to ensure that the interests of the company at the same time improve customer satisfaction, is an important customer service support enterprise management research direction.Combined with the actual needs of internal telecommunications company Telecom business development for the division grid unit area of marketing, divise and manage details of telecommunications customer support management system design and implementation process. Lightweight framework refers to the telecommunications customer support management system via Struts, Spring and Hibernate frameworks three combinations. In the system requirements analysis, the use of Unified Modeling Language as the main analytical tool to analyze the system use case model, complete the list management customer management, service support, marketing management, customers and target markets; in the overall system design, the network grid of customer support management system is divided into data management, business logic, control and view layers four levels, each level of functional and independent of each other, mainly by the association between levels of control layer for unified management, the use of specific calls completed forms interface to achieve high cohesion and low coupling effect; detailed design of the system, the system function is divided into a grid management, customer management, transaction management, marketing campaign management and system management modules; achieve respect in the system the system architecture uses B / S mode, the system uses the MVC design pattern framework, and on this basis, expanded into four frames, using J2 EE as the software platform, combined with tiered services and object-oriented thinking, customer support management system realization; persistent data model management major aid Oracle relational database for unified management, combined with data access technologies and COM technology to improve query speed and efficiency.Telecommunications companies through the application of customer support management system, capable of various functional modules in the process of effective norms, while helping to improve the exchange of staff and users, making the working efficiency can be improved efficiently. Telecom customer support management system uses a centralized data management, enterprise management efforts can be made to be strengthened. By means of marketing and improve service levels, and can make customer satisfaction and the company’s image has been further improved. Realization and implementation of the system can effectively meet enterprise staff for customer support and customer demand management.