客户经理服务移动信息化建设在供电企业的应用研究

Application of Mobile Information Construction of Customer Manager Service in Power Supply Enterprises

结合分析客户经理服务现状,介绍了信息化建设在供电企业客户经理服务中的必要性和可行性。通过建立客户服务三大桥梁,进行客户经理服务移动信息化建设。基于对客户经理工作内容的梳理、业务需求的整合以及应用的需要,设计并开发客户经理APP,集服务工单、任务管理、服务评价、个人中心功能于一体,为客户经理服务提供便捷化、高效化的工具支持,为客户提供专业化、个性化的供电服务,提升客户满意度,提高企业形象。同时,结合系统功能,创造性地建立了客户经理工作质量评价指标,科学优化了对客户经理的内部管理。

On the basis of the analysis of the current situation of customer manager service, the necessity and feasibility of the information construction in the customer manager service of the power supply enterprise are introduced. The mobile information construction of customer manager service is carried out by building three major bridges for customer service. Based on the work of customer manager, the integration of business needs and the needs of the application, an APP of customer manager is designed and developed. It contains four functions which are service work order, task management, service evaluation, and personal center. It provides convenient and efficient support for the customer service, providing customers with professional, personalized service, improving customer satisfaction and corporate image. At the same time, combing with the function of the system, an evaluation index of the quality of customer＇s manager is set up to optimize the internal management of the customer manager.