Research On Optimization Of Customer Service Management Process Of JT Company

With today’s market shifting to a customer-driven core,customer resources have largely become the main resource for competition.As a customer-centric business strategy,customer service management can help companies gain advantages in a fierce market.The main goal of customer service management process optimization is to change the process of corporate customer service.In order to expand their market influence and gain more attention from customers,many companies try to incorporate "service-oriented" features into their business operations.Optimization has become a key means for companies to enhance their competitiveness.In view of this,this article studies the optimization of JT’s customer service management process.From the perspective of the strategic significance of business process optimization to improve customer experience,this research paper analyzes the current situation,existing problems and causes of JT’s customer service management process based on customer service management theory and business process optimization theory,and proposes implementation The role and value of business process reengineering,as well as the specific customer service management process optimization framework,finally put forward the guarantee during the implementation process,namely control measures and expected effects.According to the ASME analysis method,JT’s customer service management process is non-value-added,there are many mergeable activities,and many service departments are involved.The cause is that the information inspection,approval and delivery takes too much time,the information system application efficiency is low,and the after-sales service There are many redundant activities and lack of flexibility in processes.In order to optimize the customer service management process,improve the fluency,continuity and customer satisfaction of customer service management links,JT has established the goal of eliminating non-value-added activities in the customer service management process,improving customer service efficiency,and increasing information sharing.Finally,according to the "5W1H" analysis,we started from the aspects of the service process involving departments,time-consuming,process design,etc.,established the elimination of non-value-added service links in the customer service management process in the sales process,and integrated redundant service activities that can be merged into one link,Flexibly adjust the order of each link in the customer service management process,and at the same time allocate customer service management responsibilities reasonably to reduce the optimization plan of invalid information transmission,and finally put forward the guarantee measures and control plan for the implementation of the guarantee optimization plan,which is useful for improving JT’s customers Service management efficiency has a positive effect.