Design And Implementation Of Telecom Customer Maintenance Support System

For telecom operators, the initiative marketing and customer support is always the focus of the work, the office as the operator's window departments, is to assume the main departments of these two work. In the user for payment and other business, the business staff according to the user's basic information and consumer features recommended for the user's policies or incentives, to pull the user's income, to maintain customers and improve customer satisfaction has an important role. However, in fact, it is difficult to do business according to the user's basic information and consumer characteristics recommended to the user, the use of the CRM system is not equipped with data mining and data decision-making functions, the system can not provide the necessary support and help to the business staff, unfortunately, lost a rare opportunity to actively marketing and customer retention. Therefore, it is necessary to establish a set of CRM system, which is based on the idea of business intelligence to maintain (Marketing) strategy support system.Firstly, this paper introduces the concept and basic characteristics of data warehouse, data mining and online analysis of business intelligence, and analyzes the characteristics of Dandong telecom users, such as long, consumption, and so on. At the same time, based on the original CRM system, a set of customer support system is developed, which is suitable for both business people and maintenance personnel. The whole system is composed of two parts, which are the single query system and the client maintenance strategy. Online inquiry system will be a return visit to the network users in accordance with certain rules (customer base, payment business hall, etc.) sent to the business hall, the business staff to carry out a telephone return visit, and feedback to the situation; the client to maintain policy support system in customer management, the use of real-time access to capture technology and adapt to the maintenance policy, for the sales staff of the initiative to provide targeted policy support.This system has realized the "real time" analysis of the characteristics of the user's consumption in time, and the product that is suitable for the users in a timely manner. And the system and the local advisory complaints and other systems horizontal correlation, multi dimension to show the user information. This not only greatly reduce the work intensity of the staff, but also to improve the success rate of maintaining product recommendation, has played a very good initiative to marketing and maintain the customer's role.