Problems faced by XX
In the fiercely competitive home appliance market, after-sales service is not only the logistics department of enterprises, but also a sharp weapon to gain market share.
XX recognizes that in the fierce market competition, only by doing a good job of after-sales service can we win more customers. And XX has established nearly 50 service outlets throughout the country to provide customers with quality services.
However, because these service outlets are distributed all over the country, they cannot enjoy the existing resources. The current problems are: how to enjoy resources, centralize management, obtain first-hand customer information, measure customer satisfaction, and monitor and manage all service outlets.
Longte solution
Longte is a "high-tech enterprise" recognized by Guangzhou Science and Technology Commission, which specializes in developing enterprise management systems (including Longte ERP-Power2000 enterprise resource planning system) and is also one of the few software companies in China that fully master the B/S structure technology.
Longte developed an after-sales service management system based on B/S structure for XX. The server is installed in XX headquarters and connected to the Internet. Local service outlets access the Internet through various access methods (including private line, broadband network, modem telephone dialing, ISDN, etc.). ), the software system is directly used on the server of XX. All data is stored in the database of the server. XX can query and analyze the after-sales service of each outlet locally, so as to achieve the purpose of resource sharing, centralized management and monitoring.
3 the overall principle of the program
1) adopts advanced B/S structure software technology.
The so-called B/S structure is that only one server is installed and maintained, and the client uses the browser to run the software, that is, the browser/server structure.
The advantage of B/S structure is that it is easy to maintain and can reduce the total cost of ownership. The client runs the software, just like we usually browse the web online. A browser (usually IE5.0) is enough, and no other software needs to be installed. You can run the software through the telephone line. All the maintenance and upgrade of B/S structure software are only carried out on the server side, and the client side does not need to be installed and configured.
When the software is modified, such as adding a function, the system maintainer only needs to upgrade the server software to the latest version. Other clients, as long as they log in to the system again, will use the latest version of the software.
2) Unified software platform
As far as possible, the software support platform should adopt the products of Microsoft Corporation of the United States, including WINDOWS 2000 Server, SQL Server, WINDOWS 98, OFFICE97 or OFFICE2000, so as to facilitate the integration of various systems.
3) operability and maintainability
Due to the late development of IT industry in China, it is difficult for ordinary enterprise managers to master the use of computers. Therefore, the software operation interface should be simple and easy to use.
In addition, the software design adopts the design idea of objectification and componentization, which opens the object model of the system to users and increases the maintainability and upgradeability of the system.
4) Safety
In order to improve the security of the system and prevent illegal entry, the security of the system can be enhanced by integrating the security features of Microsoft IIS and Site Server, including firewall and SSL technology.
The automatic backup function provided by the system can ensure that the data is foolproof. Through system settings, you can realize automatic incremental backup every day and full backup every week. You can also back up manually at any time.
4 system flow and function description
1) installation data management
Installation data management can manage and maintain user data and installation data. Including user data, installation data entry, modification, query, printing installation fee settlement approval form, printing notice, and conducting various query and analysis according to specified conditions.
2) Maintenance data management
Maintenance data management can realize maintenance data management and maintenance cost settlement.
3) Machine replacement management
Replacement machine management can realize the maintenance and query statistics of replacement machine vouchers.
4) Maintain network file management
Maintenance network management can realize the management of maintenance network information, including the input, modification and query of network information, recording the change of network name, evaluating and scoring the network, recording the agreement, and statistically analyzing various queries.
5) Accessories management
Accessories management manages the accessories of various outlets. Including parts collection, return, inventory and adjustment.
6) Deposit management
Deposits at deposit management outlets include increasing deposits, reducing deposits, prompting for insufficient deposits, and inquiring about deposits.
7) Handling of customer complaints
Customer complaint handling manages the registration, handling, tracking and return visit of customer complaint letters and telephone calls, and can make inquiries and statistics according to specified conditions.
8) Cost management
Expense management is used to enter and modify various on-site expenses of outlets, and make inquiries and statistics according to specified conditions.
9) Operator and employee management
Operator and employee management includes adding, deleting, modifying passwords, setting permissions, maintaining employee personnel files and attendance records.
5 system implementation
The server is connected to the Internet through a broadband network. According to the actual situation, all service outlets adopt various access methods (including private line, broadband network, modem telephone dialing, ISDN, etc.). ) surf the Internet, log in to the after-sales service system server, and run the software directly on IE.
Computer network server
firewall
Modem ISDN
Service Network Service Network (Broadband) Service Network
6 project development implementation plan
Longte company has a high-quality technical development team with excellent technology and seamless cooperation. For the system, we will set up a project team composed of development, testing and implementation service personnel to ensure the smooth progress of the system.
We will train 1-2 system maintenance personnel for XX, and we assume that the operation training of end users will be completed by XX.
Development and implementation schedule
Stage progress content forecast period
The data collection, arrangement and design required in the preliminary preparation stage of the system is 15 days.
The program realization stage of the system enters substantive programming on the basis of the preliminary preparation stage. two months
In the stage of system installation and debugging, the system has been programmed, and the system has been installed and debugged. 5 days
In the training and improvement stage of the system, the system is put into trial operation, and the system is improved according to the actual operation of customers. 1 month
After 1 month running-in, the data results are correct, the system runs stably, and the system is put into formal use.
The software developer has successfully completed the development and implementation task of the entrusting party, and the system has been finally accepted.
7 After-sales technical service
High-quality and perfect after-sales service is an important commitment to customers. Longte deeply understands the needs of customers and attaches great importance to after-sales service. The company has a special customer service department to continuously improve the level and quality of customer service. At the same time, in the process of after-sales service and standardized management, Longte has successfully absorbed the rich experience of famous foreign IT companies, thus ensuring that corporate customers get high-quality after-sales technical services.
1. 1. 1. After-sales service content
technical consulting service
Longte will provide customers with lifelong technical consulting services. Technical consulting services include new products and technical bulletins, technical development trends, system improvement suggestions, technical solutions, long-term project planning, research and solution of technical problems, etc. Longte is willing to cooperate with customers for a long time and contribute to the long-term stable development of customers.
Hotline telephone help service
Longte will provide customers with hotline help service. Users of client enterprises can get help services, including troubleshooting, fault location and troubleshooting, through 2-3 designated personnel in the enterprise and the hotline provided by Longte.
Longte's hotline staff will record every phone call into the computer, make statistical classification, and submit work reports to the customer's counterpart contacts regularly.
After-sales service work report
Longte will regularly submit after-sales service reports to the customer's project leader, classify the faults of each system and the problems raised by users, and focus on solving frequent and universal problems.
1. 1.2. System fault handling process
System failures are generally handled in the order of first occurrence and then treatment, but more serious problems must be dealt with first. The severity of the problem depends on the impact of the problem on the operation of the end-user system.
1, 1 level severity (emergency)-The system cannot run and needs to be solved immediately.
2. Severity II (severe)-The key functions of the system can't run and need to be solved immediately.
3. Severity III (restrictive)-Some functions of the system can't run, which limits and weakens the functions of customers and needs to be solved as soon as possible.
4. Four-level severity (slight)-the system function is basically normal, but some interfaces are slightly faulty, which does not affect the user's operation and should be solved in time.
When there is a problem in the system, users first record relevant information, and then notify Longte's hotline support service personnel by telephone, fax or email. When they help solve the problem by phone or fax, they will notify the relevant departments and technicians by email to make follow-up preparations. Once the above method fails to solve the problem, it will enter the steps of fault confirmation, fault location and fault elimination according to the predetermined procedure.
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