Design And Implementation Of Customer Service Work Flow Management System

In recent years,the development of the Internet industry has been changing with each passing day,and customer service is an important part of the Internet industry.Most of the companies and enterprises have customers who need to be served.How to record and resolve customers' questions,comments and suggestions perfectly,collect and organize customers' information thoroughly,control and analyze customers' demand well has become their problems to be resolved.A comprehensive customer service management system can improve the efficiency of the customer service business of the companies and enterprises,increase the customer satisfaction,and help companies formulate developmental direction according to the customers' demand.Considering the various aspects of the actual business demands of the company and development cost and time,based on Java Web Technology,Customer service work flow management system uses Spring,Struts,Hibernate framework to develop.The System contain work flow management,customer management and system management,implementing the functions of the recording preservation transferring and inquiring of work flow,preservation and inquiring of customer information and permissions settings of system.First of all,we give a detailed analysis of the demand of the system's functional and non functional aspects,and the use case diagram of users and administrator.Secondly,the functions of the system is divided into three functional modules: work flow management,customer management and system management.And then we design and analysis of each module concretely,and explain the design of the database in detail.In addition,we explain the implementation of each module systematically through introducing the development environment,describing the implementation o f the function modules,giving implementation methods,key codes and related interfaces of some functions.Last,we test the system thoroughly.Customer service work flow management system systematizes and informationizes the management of customer service,and improves the efficiency of resolving issues.It also helps company summary the methods,analyze customer demands and serve customers well.