The Development Of A Company’s Informatization After-sales Service Management System

Now,many problem exist in after-sale service of household appliance industry: hard and tedious application of machine fault for customer,hardly transfer information between Manufacture、Maintenance Point、Customer,feedback information of mechine fault unclear by customer,maintenance process spend long time.In order to solve the problem of after-sales service effectively,this paper using motion analysis method analysed A company after-sales service process and put forward the optimization scheme,build the after-sales service management system to achieve the optimized process by advanced information technology.(1)Motion analysis was carried out on the enterprise after-sales service process,and then combined with information technology and the process optimization method for optimizing A company’s service process,put forward improved system model that integrating ERP、WeChat public,analyze and design it’s structure and functions.(2)The software architecture of system designed based on hierarchical theory;design the registration process of user,registration process of customer service,repair process;the detail table structure and security of the system are analyzed and designed.(3)The system constructed by Visual studio 2013,it also success docked the ERP system of A company and WeChat public,realized the function of automatically uploading product information to the system when product outputting.(4)Tested the functions of system.The experiment simulation and statistical analysis were carried out,the service efficiency of the system was improved by 56.8% by comparison of before and after the use of the system.Comparing the service efficiency before and after the optimization process,the optimized service efficiency is increased by 2.1%.Though the experiment shows that the construction of the system improve the after-sales service efficiency and the management level of enterprises.Secondly,it is of great significance in resource allocation,information collection,personnel management and plan formulation.