Design And Implementation Of Customer Service Center Service System Based On B/S Technology

Information technology gets a rapid development,which is playing an increasingly important role in recent years.Information system becomes the core element to support operation of modern enterprise."ACC" is referred to as Air China Cargo Co,relying on China Aviation Group,Air China logistics resources,and work closely with the global important hub station.ACC has built a global station support system,and diversity of products including express,security,fresh,tailor,pharmaceutical,general care,mail,etc,which are met the customer' needs.With the increasing of the number of air routes opened,and the freight volume sharply increased,how to provide the high quality of service to customers on basis of expanded business and the large amount of data is an important research subject faced by ACC.This study is based on the actual requirements of research and development of system for ACC Customer Service Center,determined the plan through analyzing demand of B/S three layer of Web technology development,and application of the relational database SQL Server 2012 and Visual Studio 2012 development tools for ACC Customer Service Center to realize that it is easy for human-computer interaction and operation.This study establish a set of Customer Service Center system.First,analyzing the requirements of Customer Service involving feasibility,achievement,procedures,user roles,general function and non-functionality.Second,providing diagrams,function including management,procedures,work order monitoring,seat monitoring,report management,tasks and announcement management,which laid a foundation for system.Third,designing structure of software,physical,function and database,providing the data entity machine and E-R diagram,and the structure of database during stage of designing logical database and functional module,which giving flow chart of function structure and realization of each function module.Finally,testing the system based on principles and environment,a series of function of login,query,complaints,report,publish,providing picture of result of testing,realizing each functions through testing.Through application of the system,providing efficient of Customer Service management,increasing efficiency including tracking and processing,reducing operation costs,improving service ability and quality,enhancing competitiveness,and ultimately achieving the purpose of serving customers,pursuing satisfaction,providing strong support for the subsequent development of the company.