Work order processing method and work order establishing system

Abstract

The invention discloses a work order processing method and a work order establishing system. The method comprises the following steps of generating an initial work order according to a request of a customer; retrieving and calling all customer data to supplement the customer information of the initial work order from a customer database based on the initial customer information on the initial workorder, determining whether a superior leader check is needed or not according to the work order service type, assigning a corresponding processing person according to the work order service type to carry out preprocessing, transferring the preprocessing result to a work order detection department for result detection, feeding preprocessing result back to the client, and recording and storing theprocessing result and a processing flow on the work order. The system comprises a work order library which provides work order templates corresponding to various customer requests; a work order building unit, an information supplementing unit and an assigning unit. An online processing system is adopted for the work orders of a customer service center, the operation is convenient, and the controllability is achieved. The processing cycle of the work orders is shortened, and communication and cooperation among departments are enhanced.

Description

technical field [0001] The invention relates to a work order processing method and establishment system, belonging to the technical field of the Internet. Background technique [0002] As a platform to provide customers with solutions and services, the customer service center has become an indispensable part to obtain information, services and feedback anytime and anywhere through data streams such as hotlines and online chats. [0003] In the current part of the customer service work, the operator receives various calls from customers such as inquiries, complaints, and suggestions, and then forms a call record as needed to record the corresponding problems, and creates work orders for problems that cannot be resolved in time and forms paper copies. The data information will be handed over to the relevant personnel for processing, and the processor will sign the work order and then hand it over to the operator for a return visit. Sometimes it involves cross-departmental coll...

AI Technical Summary

Problems solved by technology

[0003] In the current part of the customer service work, the operator receives various calls from customers such as inquiries, complaints, and suggestions, and then forms a call record as needed to record the corresponding problems, and creates work orders for problems that cannot be resolved in time and forms paper copies. The data information will be handed over to the relevant personnel for processing, and the processor will sign the work order and then hand it over to the operator for a return visit. Sometimes it involves cross-departmental collaboration, and there are many people handling the work order, resulting in a long processing time

[0004] In addition, the work order processing process of the customer service center still stays in the traditional paper-based circulation method, and the line is processed step by step, and the cross-departmental collaboration links are numerous and lengthy, resulting in long time intervals for creating work orders, processing work orders, and returning orders, which wastes time. A lot of time, especially for the customer service center, resulting in failure to provide timely feedback to customers, which can easily reduce service quality and affect customer satisfaction

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