DH's Electronic Management Of Customer Service

In the fierce market competition,the importance of the product after-sales service are increasingly being recognized by business leaders.With the continuous progress of science and technology,relying on advanced science and technology to improve business service levels are more important.Electronic information technology helping companies improve service efficiency and improve customer satisfaction by it' s fast and it' s convenience;reduce the operating costs during the service too.This paper study on DH' s e-service system.Making a detailed analysis on service BPR of DH company,stressed the "customer-centric"principle,and then develop a new customer service operation processes;the same time,analyse the "customer-centric" platform E-call center andb" to improve internal efficiency "of the electronic platform for E-GSR,summarily analyse CRM;the DH's e-service system be assessed qualitatively and quantitatively,and summarizes the lessons,according to the experience gained,try to give some suggestions to other ID compay for their customer service systemThrough this study,on the one hand,I want to be able to find problems on DH's customer service system,it can be benefit for improving customer service management;the other hand,I hope it can be benefit for other ID companies' improving process.