上海通用客服管理信息系统设计与实现

【作者】 张蓉婷；

【导师】 董乐； 赵宏；

【作者基本信息】 电子科技大学 ， 软件工程， 2010， 硕士

【摘要】 上海通用汽车有限公司一直以来都坚持“以客户为中心,以市场为导向”的经营理念,以高质量、多品种的产品和高效优质的服务,不断满足用户的需求。早在1998年上海通用汽车就设立了顾客支持中心,经过十几年的发展,客服中心受理的业务量日益增加,旧的客服系统已经不能满足公司发展的需要,为了提高客服中心的工作效率,更好地满足顾客的需求,建立新的客服管理系统成了十分重要且必须的事情。本文在阅读大量文献资料的基础上,对系统建设过程中的分析、设计、实现、测试等相关内容有了相当的了解。在对公司的需求进行充分调研后展开了系统的设计工作,上海通用客服管理系统的设计基于B/S架构,运用了Web四层体系结构(表示层、业务逻辑层、持久化层和数据库层)和系统建模等相关技术进行构建,采用.NET开发平台和SQL Server 2000数据库进行开发。实现了包括客户管理、案例管理、活动管理、联系人管理、车辆管理、产品管理和经销商&维修站管理等在内的七大功能,很好地实现了公司日常客服方面管理的自动化、信息化和系统化。经过多次测试后系统投入运行,经过运行系统显示了它的优点:界面显示友好、功能设计齐全、性能稳定可靠、操作简便直接等,这些都很好地实现了系统的功能需求,成为了客户支持中心进行客服管理不可多得的好帮手。更多还原

【Abstract】 Shanghai General Motors Corporation has always adhered to the business philosophy of "customer-centric, market-oriented" to continuously meet customers’needs by providing quality and variety products and high quality services. Shanghai GM established a customer support center at the end of 1998, after more than ten years’developing, the customer service center needs to deal with more and more business, the old customer service system can not meet the development needs of the company. In order to improve the efficiency of customer service center and meet the customers’needs, establishing a new customer management system is very important and we must do it in time.Lots of articles about the system analysis,design, implement and test were read, I have known the process of the system construction. After investigating the company needs, we start the work of system designing.The SGM Customer Relationship Management System is designed basing on B/S structure, using the Web four architecture (presentation layer, Business Logic Tier, persistence layer and database layer), UML and other relational technology to construct the System, using the .NET platform and SQL Server 2000 database to develop the System. The System can achieve seven functions such as customers management, cases management, activity management, connecters management, cars management, products management and sellers& maintenances management. The System can achieve the automation, informationization and systematization in daily work of customer relationship management.After several tests the system is put into operation, during operation we can see it really have many advantages, such as the user-friendly interface, the overall function, the stable performance, the simple operation and so on. The system can do well in satisfying the requirement, it is really a good helper in the customer support center.更多还原