运用信息化手段创新服务模式的探索  

An Exploration of Innovating Service Mode with Information Means

作　　者：刘卫民[1] 王婕[1] 冯伟立 

机构地区：[1]中国联合网络通信有限公司天津市分公司,天津300204

出　　处：《天津科技》2015年第7期59-61,63,共4页Tianjin Science & Technology

摘　　要：为了配合大服务体系运营理念,提升对公众客户的服务质量,使客户全程参与装移机受理后的整个处理过程及障碍的处理过程,天津联通拟采用信息化手段,实现公众客户宽带装维工单透明化展示的功能,通过网厅、短信等渠道,多媒介、多维度、全流程透明化展现给公众客户,从而提升客户感知。同时实现固网装移修机信息的前后台同步,并实现短信推送满意度调查,将推动结果自动回填IOM、故障单系统;客户可通过网厅申请业务、报障等反馈意见。In order to implement the business concept of grand services to promote customer perception,thus enablingcustomers to participate in the entire process of installation acceptance after the treatment course and obstacles,Tianjin Unicomplans to realize the transparent display of work orders for broadband installation and maintenance for public customers.Through online business hall,SMSs and other means,the whole procedures can be transparently displayed multidimensionallyvia multimedia to promote customer perception. Meanwhile,it aims to achieve real-time synchronization of bothforeground and background information in terms of installation,moving and repairing of fixed network,the SMSs push ofsatisfaction surveys and the automatic survey information filling-out of both IOM and trouble ticket system. Customers mayapply for business,report malfunctions and feedback satisfaction survey results.

关 键 词：透明化 服务提升 在线查询 在线报障 

分 类 号：TN915.14[电子电信—通信与信息系统]