The Design And Realization Of The Active Care System

Under the full service operation environment, the competition among carrier operators i s increasing faster than before. Therefore, how to win and retain customers has become t he key to enterprises. Improving the quality of service and customer awareness, enhanci ng customer satisfaction and loyalty of differentiated services has become more and mor e important. Meanwhile, with the rapid development of mobile value-added services, th e value-added business applications of SMS and MMS are growing, the service complai nts are also increasing. According to the statistical investigation, most users complaints are caused by mobile phone abnormal setting errors. The study of how to change the ’pa ssive service’ to ’active service’, avoid the terminal problem by networks, provide custo mers with personalized services and promote the customer satisfaction has become a ke y to enhance operator services of network operation and maintenance department. With this background, the problem of short board in SMS complaint handling process, this pa per raises and constructs the active care system to solve abnormal problem of SMS in se nding and receiving process by user mobile phone.The full text is divided into seven parts:The first chapter firstly discussed three angles:user complaint, SMS development trend and the charge of new business impact on the traditional SMS. It also analyzed the resea rch of active domestic and foreign care services, it finally determines the research targe t and content.The second chapter introduced the architecture and protocols of mobile Short Message s ystem, summarized the system architecture of SMSC and ISMG, the point to point serv ice, short message service process of SP, and CMPP protocol in the active care system were introduced in detail.The third chapter analyzed the system requirements, firstly it’s the reason of current Sha anxi SMS complaints. Then it’s the two- key functional requirements of data integration and business reminder. At last, it considered the system’s security and usability, the non-functional requirements of the system was simply introduced.The fourth chapter comparised and analyzed several kinds of mainstream technology in the design of China Mobile’s own business in the current system, it ultimately determine d the active care system which developed by the object-oriented software design method , using the MVC framework, SSH(Struts+Spring+Hibenate) Web Application and oracl e database.It also described and analyzed the key technology of the active care system, putting forward the specific solutions.The fifth chapter designed the system structure, network topology, function module of s ystem in details.The sixth chapter described the implementation effect of the system, launching in two as pects, the system output and the productivity in Shaanxi mobile customer satisfaction. Finally, the research work is summarized and prospected. This capter Summarized the e xecution, personal experience and individual work instructions. It countered the short o f business types and long time delay after the system go activated, proposed the directio n of next study phase. The rapid development of complaints forward concept will promo te mobile services and improve the management mode and management system, effecti ve technical measures will also promote the healthy in the further and suitable developm ent of mobile business.