Research On The Optimization Of GS Gas Company’s Customer Service Management Information System

With the continuous upgrading of information technology,the continuous expansion of the information construction scale of service-oriented enterprises,and the continuous increase of the personalized needs of customers,traditional customer service information management means can no longer meet the management needs of the booming urban natural gas market.It has become a basic consensus of urban gas enterprises to integrate information tools with modern management means and apply them into the practice of enterprise information management.The professional and practical characteristics of urban gas customer service management information system are prominent,and the problems of customer basic data management are more sensitive.In recent years,domestic well-known gas enterprises have increased their investment in science and technology informatization construction to provide comprehensive and detailed management analysis and decision-making basis for enterprise managers and improve the operation level of enterprise informatization management system.Ganghua Gas,Xinao Gas,Shenzhen Gas,Guangzhou Gas and Hefei Gas have made a lot of attempts and completed the optimization and upgrading of customer service management system.Improve the overall service quality of the gas industry.This paper uses literature research method,questionnaire survey method and business process reengineering and process optimization theory to discuss the problems existing in the current customer service information management system of GS Gas Co.,LTD.Based on the14 th Five-Year Plan for National Economic and Social Development of the People’s Republic of China and the 2035 Vision target Outline,the present situation of customer service management information system for gas industry at home and abroad is described.Through the interpretation of information theory,object-oriented theory,business process reengineering,process optimization theory and other related concepts and literature review,laid a theoretical foundation for GS Gas Co.,Ltd.customer service management information system optimization work.By means of questionnaire survey and fishbone analysis,this paper analyzes the current situation of GS Gas Co.,LTD.’s customer service management information system,and draws the conclusion that this system is in urgent need of optimization and transformation.Finally,through the study of this paper,the optimal design scheme of customer service management information system is proposed: the original business toll collection system is built into an integrated intelligent toll collection system,the Bluetooth IC card payment method is added,and the call center and construction application management system are optimized.Unified planning,standards,design,investment,construction,management of these six aspects of work.The design of customer service management information system which ADAPTS to various business development should take into account expansibility.Through the development and implementation of gas meter information safety specifications,to ensure the customer’s information security.After the effect analysis of the optimized customer service management information system,it has achieved good results in the 2022 annual comprehensive assessment of GS Gas Co.,LTD.,and then put forward the optimization of GS Gas Co.,LTD.’s customer service management information system and formulated safeguard measures.It provides meaningful reference for promoting the implementation of "Internet + Gas",optimizing the business environment,improving the operation efficiency of enterprises,and ensuring the operation safety and service quality of enterprises.