Design And Implementation Of Customer Service Work Order Management System Based On Activiti

With the rapid development of information technology,the customer service systems of major companies are slowly moving toward information management.However,the rapid expansion of business volume has greatly increased the number of customers consulting various businesses.When customers handle business,they will inevitably continue to consult and complain about the business,resulting in a sharp increase in pressure on the company's customer service system,because the customer service agent is only an entrance,the real cooperation between the customer service department and the technical department is required to solve the customer problem.Therefore,a complete customer service work order management system is needed to help customer service agents record customer feedback issues and strengthen coordination with technical departments.The customer service order management system mainly includes a work order management module,a process definition management module,and a system management module.Among them,the work order management module is mainly for the company employees.When the user creates a new work order with selecting the deployed process definition,the work order task will be automatically transferred to the next processing person according to the selected process definition;in the process definition management module,the user can directly upload the deployment process definition file or the online process definition file to deploy,and can manage the deployed process definition including query,suspend,activate,and delete the deployed process definition.The system management module is mainly for system administrators.Administrators can manage login users,role permissions,company departments,work order custom fields,and other information.The system adopts B/S architecture,user submits the request to the background after processing the work order information in the web page,and the background stores the data to the database and is responsible forresponding.The front end uses JQuery and EasyUI plug-ins to display user operation pages.The database uses Oracle to save system data,the back-end uses SSM(Spring+SpringMVC+MyBatis)web framework,and uses Activiti framework to realize automatic circulation of work orders between departments.The customer service order management system is developed in accordance with the four processes of requirements analysis,system design,system implementation,and system testing.Each stage is strictly in accordance with the process.After the system is deployed to the production environment for the company's customer service,it has achieved good results,basically meeting the actual needs of the company's business,strengthening the process coordination between the company departments,and greatly improved the efficiency of the customer service department.