基于BS架构的客服中心信息系统的设计与应用

摘要

如今社会随着科学技术持续发展迈进新时代，各行各业都进入高速发展信息化时代，互联网+成为各行各业的经济驱动引擎和信息安全保障。

随着各行各业对互联网+持续增长的关注度和投入，信息化的系统提高公司的运行效率，信息化系统也成为各行业提供这新的经济驱动。传统营销模式人员需要上门推销、传统客服服务模式到网店办理售后。这种传统的运作模式带来了时间、人员、成本等问题。互联网+可解决由传统经营模式的弊端，提高工作效率、降低运作模式的运营成本。由此，依托如今科学技术进行客服管理系统是可行的，同时满足行业信息化建设的需要，提高企业竞争力，为社会创造更多财富。

本系统将是客服工作管理的一次整合，通过互联网技术搭建客服管理系统，用于消费者合理维护自身合法权益、员工更好解决消费者疑问、企业的品牌形象与提高生产力的一个综合平台。该系统使用JAVA技术、采用B/S工作模式，ORACLE数据库系统。系统具有开放性好、灵活性强，在性能和安全两个方面也能很好的满足消费者、员工、企业的现实需求。 

本范文分析系统开发的必要性，详细阐述本系统的需求分析、主要功能以及采用的相关技术，也提出了具体的实现方法，把消费者维权难、员工服务难、企业售后难等问题中解脱出来，具有较强的实用性。

关键词:  　客服管理系统；ORACLE；JAVA；系统设计；

BASED oN B／S STRUCTURE

oF MANAGEMENT INFoRMATION SYSTEM

DESIGN ABoUT GRADUATIoN THE SIS

ABSTRACT

Nowadays, with the continuous development of science and technology, society has entered a new era. All walks of life have entered the era of rapid development of information technology. Internet + has become an economic driving engine and information security guarantee for all walks of life.

With various industries and industries paying attention to and investing in the continuous increase of the Internet, the information-based system has improved the company's operating efficiency, and the information system has also become the new economic driver for various industries. The traditional marketing model needs door-to-door sales and traditional customer service models to shop for online sales. This traditional mode of operation has brought problems such as time, personnel, and costs. Internet+ can solve the drawbacks of the traditional business model, increase work efficiency, and reduce operating costs of operating models. Therefore, relying on today's science and technology for customer service management system is feasible, while meeting the needs of industry information construction, improve the competitiveness of enterprises, create more wealth for the community.

The system will be an integration of customer service work management, through the Internet technology to build a customer service management system for consumers to properly safeguard their legitimate rights and interests, employees better solve consumer questions, corporate brand image and improve productivity an integrated platform. The system uses JAVA technology, adopts B/S work mode, ORACLE database system. The system has good openness and flexibility, and can meet the actual needs of consumers, employees, and companies in both performance and security.

This paper analyzes the necessity of system development, elaborates the requirements analysis, main functions, and related technologies used in this system. It also proposes specific implementation methods to free customers from difficulties in rights protection, employee service difficulties, and after-sales difficulties of the enterprise. Come out, with a strong practicality.

Keywords: customer service management system; ORACLE; JAVA; system design;

目录

摘要 I

第1章 系统开发背景研究 2

1.1 国内外研究现状与发展趋势 2

1.1.1 国内关于客服中心信息化发展趋势及现状 2

1.1.2 国外客服中心信息化发展趋势及现状 2

第2章 客服中心信息管理系统需求分析 4

2.1 需求分析概述 4

2.2 客服中心信息管理系统需求描述 4

第3章 系统架构与数据库设计 8

3.1.1 系统总体架构 8

3.1.2 软硬件资源配置 8

3.1.4系统数据库表 9

3.2 客服中心信息管理系统流程 11

3.2.1 系统设置模块流程 11

3.2.2 管理员模块流程 12

3.2.3 用户模块流程 12

3.2.4 工单模块流程 13

3.2.5 产品模块流程 15

图3.2.5 产品流程图 15

3.2.6 广告模块流程 16

图3.2.6 广告流程图 16

3.3 数据库表设计 17

第4章 相关技术应用与设计 22

4.1 相关技术分析与研究 22

4.1.1 JAVA 22

4.1.2 关于Oracle的介绍与研究 22

4.1.3 关于软件体系结构的分析与研究 23

第5章 客户中心信息管理系统具体实现 26

5.1 系统后台登录界面实现 26

5.2 用户模块实现 28

5.3 管理员模块实现 30

5.4 系统设置模块实现 36

5.5 工单模块实现 45

5.6 产品模块实现 50

5.7 广告模块实现 57

第6章 关于oracle数据库优化的一些基本方法 62

第7章 安装系统的需求介绍 65

7.1 硬件环境要求 65

7.2 软件环境要求 65

7.3 PC客户端软件 65

7.4 手机客户端软件 65

7.5 网络环境 65

第8章 结束语 66

参考文献 67