A work order processing method based on customer file establishment

Abstract

The present invention discloses a work order processing method based on customer file creation, which relates to the technical field of customer service and includes the following steps: establishing a customer file and uploading it to a cloud database of an enterprise project management system; after completing the customer file creation, all users who use service applications need to associate a completed file before they can use the service application to ensure the authenticity of the user; based on actual circumstances, users who use service applications can enjoy services through the work order after-sales system for problems or situations they find while enjoying the services provided by the enterprise or using the products provided by the enterprise; and then enter the work order processing stage. This work order processing method based on customer file creation improves the efficiency of customer after-sales processing in the processing flow, informatizes customer files, standardizes problem feedback and processing procedures, and transparently tracks the entire process. All problems and records can be checked throughout the process, and customer requests can be responded to in a timely manner to avoid differences in language communication and understanding.

Description

Technical Field

[0001] The present invention relates to the technical field of customer service, and in particular to a work order processing method based on customer file creation. Background Art

[0002] In order to improve the quality of customer service and provide more favorable service support, business promotion and other business needs for enterprise development, some companies have launched interactive systems and interactive methods centered on customer service.

[0003] Faced with new opportunities and challenges, existing enterprise service processes face significant shortcomings. With increasing customer demands and a growing product line, the shortcomings of chaotic service processes have become increasingly apparent. Issues such as inconsistent service channels and cluttered service processes are hindering the company's further development. Furthermore, new requirements are emerging in areas such as work order submission and processing. Existing work order processing suffers from slow response times, long issue resolution times, and a lack of transparency. Therefore, a new approach is needed to meet the company's needs.

[0004] To this end, we proposed a work order processing method based on customer file creation to solve the above problems. Summary of the Invention

[0005] In view of the deficiencies of the prior art, the present invention provides a work order processing method based on customer file creation to solve the problems raised in the above background technology.

[0006] To achieve the above-mentioned purpose, the present invention provides the following technical solution: a work order processing method based on customer file creation, comprising the following steps:

[0007] S1. Establish customer files and upload them to the cloud database of the enterprise project management system, so that all customer information can be tracked in a timely, authentic and effective manner;

[0008] S2. After the customer profile is created, all users who apply for services must be associated with a completed profile before they can use the service application to ensure the authenticity of the user;

[0009] S3. Users who apply for services can use the work order after-sales system to receive services or services provided by the enterprise based on actual situations and any problems or situations they find while using the services provided by the enterprise or the products provided by the enterprise;

[0010] S4. Submit the work order and enter the work order processing stage;

[0011] S5. The work order after-sales system receives the work order;

[0012] S6. The dedicated processor operating system set up in the work order after-sales system automatically dispatches orders;

[0013] S7. The processor receives the work order and assigns the task;

[0014] S8. After accepting the task, the task recipient creates the task and starts processing the work order task;

[0015] S9. The task recipient processes the work order task until the work order task is completed;

[0016] S10. After the work order task is completed, it needs to be reviewed. After the preliminary review by the review system and the final review by the reviewer are both qualified, it enters the next stage;

[0017] S11. After confirming that the task is qualified, the task reviewer clicks to complete the work order in the work order after-sales system;

[0018] S12. After confirming that the work order is completed, the work order information is pushed to the bill-bearer simultaneously;

[0019] S13. After the message is pushed, the work order task is completed.

[0020] To further optimize the technical solution, in said S1, during the process of establishing the customer file, the customer file includes the corresponding project information, project status, contract status, service status and product information of the customer.

[0021] To further optimize this technical solution, in S6, if there is no dedicated handler in the work order after-sales system, the work order is passed to the handler by manual dispatching, and the handler receives the work order and dispatches the task.

[0022] To further optimize this technical solution, in S8, if the task recipient is unable to complete the task due to his or her own task situation, the task needs to be transferred, and the transferee accepts the task and creates a work order task.

[0023] To further optimize this technical solution, in S9, if the task recipient finds that the work order task cannot be processed or cannot be processed in time during the processing, he or she can request to transfer the task and request additional staff according to the task situation until the work order task is completed.

[0024] To further optimize this technical solution, in S10, if the task review fails, the work order task needs to return to S7, change the processor and repeat S8 to S10 until the task review passes.

[0025] To further optimize this technical solution, in S5, the work order after-sales system is installed based on hardware equipment, and the hardware equipment includes a computer terminal and a mobile office terminal. The work order after-sales system includes two processing entrances, the computer terminal and the mobile office terminal, which can realize the simultaneous online processing of work order problems.

[0026] To further optimize this technical solution, in S5, the work order after-sales system is interconnected with the enterprise project management system based on communication technology. In addition to completing the operations of work order submission, work order processing, and work order follow-up, the system administrator can establish files for customer work orders and obtain the follow-up status of customer work orders from the enterprise project management system.

[0027] To further optimize this technical solution, after the system administrator establishes the archive of customer work orders, the entire process of the work order after-sales system is transparent and can be tracked, so that customers can check the progress of the work order at any time on their computers and mobile apps.

[0028] To further optimize this technical solution, in the S5, the work order after-sales system can be installed on the mobile office APP, and managers can view work orders at any time and respond to customer requests in a timely manner, which can effectively shorten the problem retention time.

[0029] Compared with the existing technology, the present invention provides a work order processing method based on customer file creation, which has the following beneficial effects:

[0030] This work order processing method based on customer file creation improves the efficiency of customer after-sales processing in the processing process, standardizes customer file informatization, problem feedback and processing procedures, and transparently tracks the entire process. All problems and records can be checked throughout the process, and customer requests can be responded to in a timely manner to avoid differences in language communication and understanding. BRIEF DESCRIPTION OF THE DRAWINGS

[0031] Figure 1 This is a flow chart of a method for processing work orders based on customer file creation proposed by the present invention;

[0032] Figure 2 The following is a flow chart of a work order processing method based on customer filing proposed by the present invention. DETAILED DESCRIPTION

[0033] The following will be combined with the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the embodiments described are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without making creative efforts are within the scope of protection of the present invention.

[0034] Example 1:

[0035] See also Figure 1-2 A method for processing work orders based on customer file creation includes the following steps:

[0036] S1. Establish customer files and upload them to the cloud database of the enterprise project management system, so that all customer information can be tracked in a timely, authentic and effective manner. During the process of establishing customer files, customer files contain the corresponding project information, project status, contract status, service status and related product information of the customer;

[0037] S2. After the customer profile is created, all users who apply for services must be associated with a completed profile before they can use the service application to ensure the authenticity of the user;

[0038] S3. Users who apply for services can use the work order after-sales system to receive services or services provided by the enterprise based on actual situations and any problems or situations they find while using the services provided by the enterprise or the products provided by the enterprise;

[0039] S4. Submit the work order and enter the work order processing stage;

[0040] S5. The work order after-sales system receives the work order;

[0041] S6. The dedicated processor operating system set up in the work order after-sales system automatically dispatches orders;

[0042] S7. The processor receives the work order and assigns the task;

[0043] S8. After accepting the task, the task recipient creates the task and starts processing the work order task;

[0044] S9. The task recipient processes the work order task until the work order task is completed;

[0045] S10. After the work order task is completed, it needs to be reviewed. After the preliminary review by the review system and the final review by the reviewer are both qualified, it enters the next stage;

[0046] S11. After confirming that the task is qualified, the task reviewer clicks to complete the work order in the work order after-sales system;

[0047] S12. After confirming that the work order is completed, the work order information is pushed to the bill-bearer simultaneously;

[0048] S13. After the message is pushed, the work order task is completed.

[0049] The work order after-sales system is based on hardware devices, including desktop and mobile devices. It includes two processing portals, one for desktop and one for mobile, enabling simultaneous online processing of work order issues. Furthermore, the work order after-sales system is interconnected with the enterprise project management system via communication technology. In addition to completing work order submission, processing, and follow-up operations, system administrators can also create archives for customer work orders and obtain follow-up status on customer work orders from the enterprise project management system.

[0050] Among them, after the system administrator establishes the archive of customer work orders, the entire process of the work order after-sales system is transparent and can be tracked, so that customers can check the progress of the work order at any time on their computers and mobile apps. Managers can check the work order at any time and respond to customer requests in a timely manner, which can effectively shorten the time that problems are delayed.

[0051] Example 2:

[0052] See also Figure 1-2 A method for processing work orders based on customer file creation includes the following steps:

[0053] S1. Establish customer files and upload them to the cloud database of the enterprise project management system, so that all customer information can be tracked in a timely, authentic and effective manner. During the process of establishing customer files, customer files contain the corresponding project information, project status, contract status, service status and related product information of the customer;

[0054] S2. After the customer profile is created, all users who apply for services must be associated with a completed profile before they can use the service application to ensure the authenticity of the user;

[0055] S3. Users who apply for services can use the work order after-sales system to receive services or services provided by the enterprise based on actual situations and any problems or situations they find while using the services provided by the enterprise or the products provided by the enterprise;

[0056] S4. Submit the work order and enter the work order processing stage;

[0057] S5. The work order after-sales system receives the work order;

[0058] S6. The dedicated handler set up in the work order after-sales system automatically dispatches the work order. If there is no dedicated handler set up in the work order after-sales system, the work order is manually dispatched to the handler, who receives the work order and dispatches the task.

[0059] S7. The processor receives the work order and assigns the task;

[0060] S8. After accepting the task, the task recipient creates the task and starts processing the work order task. If the task recipient is unable to complete the task due to their own situation, the task needs to be transferred, and the transferee accepts the task and creates the work order task;

[0061] S9. The task recipient processes the work order task until the work order task is completed;

[0062] S10. After the work order task is completed, it needs to be reviewed. After the preliminary review by the review system and the final review by the reviewer are both qualified, it enters the next stage;

[0063] S11. After confirming that the task is qualified, the task reviewer clicks to complete the work order in the work order after-sales system;

[0064] S12. After confirming that the work order is completed, the work order information is pushed to the bill-bearer simultaneously;

[0065] S13. After the message is pushed, the work order task is completed.

[0066] The work order after-sales system is based on hardware devices, including desktop and mobile devices. It includes two processing portals, one for desktop and one for mobile, enabling simultaneous online processing of work order issues. Furthermore, the work order after-sales system is interconnected with the enterprise project management system via communication technology. In addition to completing work order submission, processing, and follow-up operations, system administrators can also create archives for customer work orders and obtain follow-up status on customer work orders from the enterprise project management system.

[0067] Among them, after the system administrator establishes the archive of customer work orders, the entire process of the work order after-sales system is transparent and can be tracked, so that customers can check the progress of the work order at any time on their computers and mobile apps. Managers can check the work order at any time and respond to customer requests in a timely manner, which can effectively shorten the time that problems are delayed.

[0068] Example 3:

[0069] See also Figure 1-2 A method for processing work orders based on customer file creation includes the following steps:

[0070] S1. Establish customer files and upload them to the cloud database of the enterprise project management system, so that all customer information can be tracked in a timely, authentic and effective manner. During the process of establishing customer files, customer files contain the corresponding project information, project status, contract status, service status and related product information of the customer;

[0071] S2. After the customer profile is created, all users who apply for services must be associated with a completed profile before they can use the service application to ensure the authenticity of the user;

[0072] S3. Users who apply for services can use the work order after-sales system to receive services or services provided by the enterprise based on actual situations and any problems or situations they find while using the services provided by the enterprise or the products provided by the enterprise;

[0073] S4. Submit the work order and enter the work order processing stage;

[0074] S5. The work order after-sales system receives the work order;

[0075] S6. The dedicated processor operating system set up in the work order after-sales system automatically dispatches orders;

[0076] S7. The processor receives the work order and assigns the task;

[0077] S8. After accepting the task, the task recipient creates the task and starts processing the work order task;

[0078] S9. The task recipient processes the work order until it is completed. If the task recipient finds that the work order cannot be processed or cannot be processed in a timely manner during the processing, he or she may request to transfer the task and, based on the task situation, request additional staff until the work order is completed.

[0079] S10: After the work order task is completed, it needs to be reviewed. After the initial review by the review system and the final review by the reviewer are both qualified, it enters the next stage. If the task review fails, the work order task needs to return to S7, change the handler and repeat S8 to S10 until the task review is passed;

[0080] S11. After confirming that the task is qualified, the task reviewer clicks to complete the work order in the work order after-sales system;

[0081] S12. After confirming that the work order is completed, the work order information is pushed to the bill-bearer simultaneously;

[0082] S13. After the message is pushed, the work order task is completed.

[0083] The work order after-sales system is based on hardware devices, including desktop and mobile devices. It includes two processing portals, one for desktop and one for mobile, enabling simultaneous online processing of work order issues. Furthermore, the work order after-sales system is interconnected with the enterprise project management system via communication technology. In addition to completing work order submission, processing, and follow-up operations, system administrators can also create archives for customer work orders and obtain follow-up status on customer work orders from the enterprise project management system.

[0084] Among them, after the system administrator establishes the archive of customer work orders, the entire process of the work order after-sales system is transparent and can be tracked, so that customers can check the progress of the work order at any time on their computers and mobile apps. Managers can check the work order at any time and respond to customer requests in a timely manner, which can effectively shorten the time that problems are delayed.

[0085] The beneficial effects of the present invention are: the work order processing method based on customer file creation improves the efficiency of customer after-sales processing in the processing process, standardizes customer file informatization, problem feedback and processing procedures, and transparently tracks the entire process. All problems and records can be checked throughout the process, and customer requests can be responded to in a timely manner to avoid differences in language communication and understanding.

[0086] While embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that various changes, modifications, substitutions, and variations may be made to these embodiments without departing from the principles and spirit of the invention, and that the scope of the invention is defined by the appended claims and their equivalents.

Claims

1. A work order processing method based on customer file creation, characterized in that: The following steps are involved: S1. Establish customer files and upload them to the cloud database of the enterprise project management system, so as to track all customer information in a timely, authentic and effective manner; S2. After the customer profile is created, all users who apply for services must be associated with a completed profile before they can use the service application to ensure the authenticity of the user; S3. Users who apply for services can use the work order after-sales system to receive services or services provided by the enterprise based on actual situations and any problems or situations they find while using the services provided by the enterprise or the products provided by the enterprise; S4. Submit the work order and enter the work order processing stage; S5. The work order after-sales system receives the work order; S6. The dedicated processor operating system set up in the work order after-sales system automatically dispatches orders; S7. The processor receives the work order and assigns the task; S8. After accepting the task, the task recipient creates the task and starts processing the work order task; S9. The task recipient processes the work order task until the work order task is completed; S10. After the work order task is completed, it needs to be reviewed. After the preliminary review by the review system and the final review by the reviewer are both confirmed to be qualified, it will enter the next stage; S11. After confirming that the task is qualified, the task reviewer clicks to complete the work order in the work order after-sales system; S12. After confirming that the work order is completed, the work order information is pushed to the bill-bearer simultaneously; S13. After the message is pushed, the work order task is completed; The work order after-sales system is based on hardware devices, including computer terminals and mobile office terminals. The work order after-sales system includes two processing entrances, the computer terminal and the mobile office terminal, which can realize the simultaneous online processing of work order issues. The work order after-sales system is interconnected with the enterprise project management system based on communication technology. In addition to completing the operations of work order submission, work order processing, and work order follow-up, the system administrator can also create files for customer work orders and obtain the follow-up status of customer work orders from the enterprise project management system. After the system administrator has established the customer work order file, the entire work order after-sales system is transparent and tracked, allowing customers to check the progress of the work order at any time on their computers and mobile apps; The work order after-sales system is installed on the mobile office APP. Managers can check work orders at any time and respond to customer requests in a timely manner, effectively shortening the time it takes for problems to persist. In said S1, during the process of establishing the customer file, the customer file includes the corresponding project information, project status, contract status, service status and related product information of the customer; In S6, if there is no dedicated handler in the work order after-sales system, the work order is delivered to the handler manually, and the handler receives the work order and assigns the task. In said S8, if the task recipient is unable to complete the task according to his / her own task situation, the task needs to be transferred, and the transferee accepts the task and creates a work order task; In S9, if the task recipient finds that the work order task cannot be processed or cannot be processed in time during the processing, he / she requests to transfer the task and requests to send additional staff according to the task situation until the work order task is completed.

2. A method for processing work orders based on customer file creation according to claim 1, characterized in that: In S10, if the task review fails, the work order task needs to return to S7, change the processor and repeat S8 to S10 until the task review passes.

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