The Design And Implementation Of Yangquan Coal Group Customer Service Management System

With the increase of coal industry market competition, the customer service management concepts of coal enterprises are gradually changing and customer relationship becomes much closer between coal enterprises and key industries customers. And customer service management has been paid much more attention by domestic coal enterprises, the building of customer service management system is important to strengthen customer service management. At present, most domestic coal enterprises have set up customer service management system in different scale, covering the basic functions such as customer development, maintain management functions and so on. But affected by various factors, traditional customer service management system exists some problems such as lacking of comprehensive customer management and insufficient business promotion function, which difficult to push the true business development. Taking Yangquan coal group as study object, strengthen customer management and sales support ability, for the coal enterprise customer service management to provide reference.Based on the analysis of the existing problems of Yangquan coal group service management system, the customer service management functional and non functional requirements are put forward. The overall design of the system is completed including system design and principle, technology architecture, function module and database design etc.. The key functions of the system are designed focusing on customer satisfaction management, sales management and support functions from process design and code design. In the part of system test, the key functions are tested and optimized.The design and implementation of customer service management system is helpful for coal enterprises to strengthen customer service management, providing strong theoretical and practical value.