The Design And Implementation Of Customer Service Management System For Household Electrical Appliance Enterprises

The enterprise customer service management system can realize the goal of integration between enterprise and customer in the field of service management,help the related enterprises to provide the perfect service to the customers,strengthen the connection between the enterprise and the customer,adjust the relationship between the enterprise and the customer,effectively benefits the communication with customers,quickly access to customer feedback,improve the relevant business processes in timely,and make optimization on business services according to the lacks.In the development of home appliance enterprise customer service management system,we first collect relevant data and analyze system related business,analyze business processes and roles under the relevant business,and plan out the relevant business modules and specific business needs.Then,we design the outline including the overall architecture design,technical architecture design,and functional architecture design.In technical architecture,we use the B/S architecture,SSM framework,MVC design patterns,MySQL database,Shiro security framework,Redis cache technology,Zookeeper service framework and other technologies.The customer service management system business module includes customer service management,service organization management,cost settlement management,online map applications,and basic data management.Among them,customer service management includes customer data management,consultation and complaint management,service dispatch management,process management,investigation and return visit management;service organization management includes the provincial center management,maintenance network management,and the amount of management;cost settlement management includes cost settlement flow chart,the headquarters audit settlement,network confirmation fees,payable list,and receivable invoices,online map applications includes customer map location,location map location,service intelligence dispatch,site home navigation,service document review,and mileage fee standards;basic data management includes product data management,spare parts data management,security inventory management,spare parts management,maintenance level management,fault code management,deduction policy,supplier information,and code management.The system effectively realizes the information management on the customer service of the household electrical appliance enterprises,and pays attention to the optimization of the details of the service process,which greatly improves the communication efficiency between the enterprise and the customer and the efficiency of the customer service work,indirectly promote the profitability of the enterprise,and effectively promote the development of Internet+ in home appliance business customer service areas.