Design And Implementation Of Customer Service Management Platform Of Enterprise Branch

With the arrival of the era of the whole business, the group customer has gradually become the core focus of major operators’competition. In order to provide more high-quality and efficient information services to corporate clients, China Mobile Corporation set up China Mobile branch of government and enterprise customers, which is the original group customer service department. China Mobile branch of government and enterprise customers is dedicated to provide professional and stable customer service support for group customers, and help customers achieve effective communication, and improve working efficiency. Due to the branch is established in a relatively short time, most of the business especially the process of processing work orders is dependent on the business support system of headquarters. In order to separate the capability of customer service, optimize the service quality of group customer, the project team undertake the construction of this customer service platform. The platform achieve the long process flow of customer complaints, and the process between different divisions. It can record the whole process of dealing work order for the enterprise customer complaints process.In the process of building this platform, firstly, the author participated in combing with the discussion during the phase of requirement analysis, then model the process and generate the flow-process diagram and the interface prototype of the core function. Then the author participated in the outline design of this platform, including software architecture design and database design. Finally, the author independently completed three core modules of the rights management, work order flow and configuration management, and finished the test of those three modules and fixed the BUG according to the test results. The management platform adopts the development framework of the SpringMVC (Model View Controller)+MyBatis. Work order flow is the core function of management platform. In the whole process, to ensure the security of the information through the data access. The access control module adopts the technology of role based access control, which reduce the coupling between users and resource information. Configuration management is used to ensure the flexibility of work order information and distribution. The service monitoring module provides the real-time monitoring and reminding of the key interface of system, server, network situation as well as the hardware status. The system log and transaction management using aspect oriented programming method-AspectJ, which is used to extract the common method and implement the unified methods. Using cluster deployment for server design, it can make the expansion of system more convenient.At present, the platform is in the experimental stage. These modules completed by the author are running normally, and the function of which is stable, which has already satisfied the customers’requirement.