Customer management method and device, electronic equipment and storage medium

Abstract

The invention provides a customer management method and device, electronic equipment and a storage medium. The method comprises the following steps: acquiring customer certificate information; target customer information of a target customer is determined from a customer management system according to the customer certificate information, the target customer is a customer corresponding to the customer certificate information and having a cross-domain service authority, and the target customer information comprises first information of the target customer under a first administrative division and second information of the target customer under a second administrative division; the level of the first administrative division is higher than that of the second administrative division, and the first information is generated according to the second information; and displaying the target customer information. According to the method, client information management is facilitated, and the flexibility of cross-domain fusion services is improved.

Description

Technical Field

[0001] This application relates to the field of communication technologies, and in particular, to a customer management method, apparatus, electronic device, and storage medium. Background Art

[0002] Currently, most of the BSS (Business Support System) systems in the domestic telecommunications industry are built provincially, and customer information in each province is relatively isolated. Customer management is carried out at the city level, and multiple customer information can be established for the same certificate within the same province.

[0003] Currently, for the many problems caused by this situation, such as messy customer data, inconsistent and discontinuous service information provided by different channels, and inaccurate customer insights, there is no good solution.

[0004] Therefore, how to ensure consistent customer service and experience on the premise of customer information security has become an urgent problem to be solved. Summary of the Invention

[0005] This application provides a customer management method, apparatus, electronic device, and storage medium to solve the problem that customer information in various regions is not unified and difficult to manage, resulting in the inability to guarantee customer information security.

[0006] In a first aspect, this application provides a customer management method, including:

[0007] Obtain customer certificate information;

[0008] According to the customer certificate information, determine the target customer information of the target customer from the customer management system, where the target customer is a customer corresponding to the customer certificate information and having cross-domain service permissions, and the target customer information includes first information of the target customer under the first administrative division and second information under the second administrative division. The level of the first administrative division is higher than that of the second administrative division, and the first information is generated based on the second information;

[0009] Display the target customer information.

[0010] In an embodiment of this application, obtaining customer certificate information includes:

[0011] Display a customer information input interface in the display unit of the customer management system, where the customer information input interface includes a general authentication area;

[0012] In response to an input operation on the general authentication area, display a first certificate input area in the customer information input interface, where the first certificate input area includes a service number input area and an order number input area;

[0013] Upon receiving an input operation on the first document input area, customer document information is obtained.

[0014] In the embodiment of the present application, the customer information input interface further includes a quick document authentication area;

[0015] After the customer information input interface is displayed on the display unit of the customer management system, the method further includes:

[0016] Upon receiving an input operation on the quick document authentication area, a second document input area is displayed on the customer information input interface, and the second document input area includes an ID card input area and a permanent residence permit input area;

[0017] Upon receiving an input operation on the second document input area, customer document information is obtained.

[0018] In the embodiment of the present application, after obtaining the customer document information, the method further includes:

[0019] If the target customer information is not queried in the customer management system, the customer basic information and customer detailed information are obtained;

[0020] According to the customer document information, customer basic information, and customer detailed information, the target customer information is stored in the customer management system, so that when the customer management system receives a request representing the customer document information, the target customer information is displayed.

[0021] In the embodiment of the present application, according to the customer document information, customer basic information, and customer detailed information, storing the target customer information in the customer management system so that when the customer management system receives a request representing the customer document information, displaying the target customer information includes:

[0022] According to the customer basic information and customer detailed information, second information is obtained;

[0023] According to the second information and the cross-domain service permissions in the second information, first information is generated;

[0024] According to the first information and the second information, the target customer information is obtained;

[0025] According to the customer document information, target customer information is created in the customer management system so that when the customer management system receives a request representing the customer document information, the target customer information is displayed.

[0026] In the embodiment of the present application, after the target customer information is not queried in the customer management system and before obtaining the customer basic information and customer detailed information, the method further includes:

[0027] According to the customer document information, the customer information type of the customer document information is determined;

[0028] If the customer information type meets the customer type requirements, obtain the customer's basic information and detailed information.

[0029] In an embodiment of the present application, according to the customer's certificate information, determine the target customer information of the target customer from the customer management system, including:

[0030] According to the customer's certificate information, query the user profile query service, account profile query service, customer profile query service, and rule verification service respectively from the distributed database in the customer management system;

[0031] According to the user profile query service, account profile query service, customer profile query service, and rule verification service, determine the target customer information of the target customer from the customer management system.

[0032] In an embodiment of the present application, after determining the target customer information of the target customer from the customer management system according to the customer's certificate information, the method further includes:

[0033] Determine the target second information in the second information;

[0034] Perform an update process on the target second information to obtain the updated second information;

[0035] According to the updated second information, update the first information to obtain the updated first information;

[0036] According to the updated first information and the updated second information, obtain the updated target customer information.

[0037] In a second aspect, the present application provides a customer management device, including:

[0038] An acquisition module for acquiring the customer's certificate information;

[0039] A determination module for determining the target customer information of the target customer from the customer management system according to the customer's certificate information, where the target customer is a customer corresponding to the customer's certificate information and having cross-domain business permissions, and the target customer information includes the first information of the target customer under the first administrative region and the second information under the second administrative region, the level of the first administrative region is higher than that of the second administrative region, and the first information is generated according to the second information;

[0040] A display module for displaying the target customer information.

[0041] The customer management method, device, electronic device, and storage medium provided by this application obtain customer certificate information; determine the target customer information of the target customer from the customer management system according to the customer certificate information, where the target customer is a customer corresponding to the customer certificate information and having cross-domain business permissions, and the target customer information includes the first information of the target customer under the first administrative region and the second information under the second administrative region. The level of the first administrative region is higher than that of the second administrative region, and the first information is generated based on the second information; by upgrading the information of the customer under different administrative regions, the means of displaying the target customer information constructs the corresponding relationship between the customer and the certificate, and uniformly manages the target customer information of the target customer, realizing the de-regionalized management of customer data. Therefore, the effect of cross-domain fusion services can be achieved based on the target customer data, enhancing the customer perception. Brief Description of the Drawings

[0042] The accompanying drawings herein are incorporated into the specification and form a part of this specification, showing embodiments consistent with this application, and are used together with the specification to explain the principles of this application.

[0043] Figure 1 It is a schematic flowchart of the customer management method provided by an embodiment of this application;

[0044] Figure 2 It is a schematic flowchart of another customer management method provided by an embodiment of this application;

[0045] Figure 3 It is a schematic flowchart of the cross-domain fusion service based on the customer management method provided by an embodiment of this application;

[0046] Figure 4 It is a schematic structural diagram of the customer center in the customer management system provided by an embodiment of this application;

[0047] Figure 5 It is a schematic structural diagram of the customer management device provided by an embodiment of this application;

[0048] Figure 6 It is a schematic structural diagram of the electronic device provided by an embodiment of this application.

[0049] Through the above accompanying drawings, the clear embodiments of this application have been shown, and there will be more detailed descriptions later. These accompanying drawings and text descriptions are not intended to limit the scope of the concept of this application in any way, but to illustrate the concept of this application to those skilled in the art by referring to specific embodiments. Detailed Embodiments

[0050] Exemplary embodiments will be described in detail herein, and examples thereof are shown in the accompanying drawings. When the following description refers to the accompanying drawings, unless otherwise indicated, the same numbers in different drawings represent the same or similar elements. The embodiments described in the following exemplary embodiments do not represent all embodiments consistent with the present application. On the contrary, they are merely examples of devices and methods consistent with some aspects of the present application as detailed in the appended claims.

[0051] In the prior art, when customers conduct business, they adopt a method of storing and managing customer information separately in each region. The customer information in each region is relatively isolated and does not communicate with each other. The same certificate of the same customer can be used to open multiple accounts. Therefore, if a customer changes their information in a certain region, the information in another region cannot be synchronously changed. Moreover, in the case of multiple accounts, it is inconvenient to manage customer information. At the same time, storing and managing information in multiple regions cannot guarantee the information security of customers, resulting in a poor user experience.

[0052] To solve the above problems, the customer management method provided by the present application can uniformly manage multiple accounts that a customer has in different regions, summarize and upgrade the customer information in different regions, so that there is only one account for the same certificate of the same customer, and the customer information is stored or changed for the sole account, in order to achieve the effect of de-regionalized management, enabling customers to handle cross-domain integration services in different regions. Thus, the problem that customer information in each region is not unified and difficult to manage, resulting in the inability to guarantee customer information security, is solved.

[0053] The following will specifically describe the technical solution of the present application and how the technical solution of the present application solves the above technical problems with specific embodiments. These several specific embodiments below can be combined with each other, and the same or similar concepts or processes may not be repeated in some embodiments. The embodiments of the present application will be described below with reference to the accompanying drawings.

[0054] The execution subject of the customer management method provided by the embodiments of the present application can be a server. Among them, the server can be a device such as a mobile phone, a tablet computer, or a computer. The implementation manner of the execution subject is not particularly limited in this embodiment, as long as the execution subject can obtain the customer certificate information; determine the target customer information of the target customer from the customer management system according to the customer certificate information, where the target customer is a customer corresponding to the customer certificate information and having cross-domain business permissions, and the target customer information includes the first information of the target customer under the first administrative division and the second information under the second administrative division, the level of the first administrative division is higher than that of the second administrative division, and the first information is generated based on the second information; and display the target customer information.

[0055] Figure 1It is a schematic flowchart of the customer management method provided by the embodiment of this application. The execution subject of this method can be a server, and no special limitation is made here in this embodiment. For example, Figure 1 As shown, this method may include:

[0056] S101. Obtain customer certificate information.

[0057] Among them, the customer certificate information may refer to the information shown in the certificate that has a unique corresponding relationship with the customer. Only one target customer is allowed to be created for the same certificate. The customer management system can verify the legitimacy of the customer who needs to handle business at this time by obtaining the customer certificate information input by the customer or sent by the client. After the verification is completed, the subsequent business content can be displayed to the customer. In some embodiments, the customer's certificate may refer to the customer's ID card, second-generation ID card, permanent residence permit, etc., and the customer certificate information may refer to identification information such as the number in the certificate.

[0058] In some embodiments, the customer management system can display a customer information interface to the user, and the customer interacts with the customer management system through the customer information interface, so that the customer management system obtains the customer certificate information and authenticates the customer certificate information. Among them, the ways of interaction include but are not limited to text input, voice input, image recognition, etc. Among them, in the embodiment of this application, the method for the step of obtaining customer certificate information may include:

[0059] Display a customer information input interface in the display unit of the customer management system. The customer information input interface includes a general authentication area;

[0060] In response to an input operation on the general authentication area, display a first certificate input area in the customer information input interface. The first certificate input area includes a business number input area and an order number input area;

[0061] In response to an input operation on the first certificate input area, obtain the customer certificate information.

[0062] Among them, the display unit may refer to an independent unit that forms a display screen and has a display function. The display unit also automatically displays after entering the customer management system. In the embodiment of this application, the display unit may refer to the display interface of the business support scenario in the customer management system. There is a customer information input interface in this display interface for inputting customer information to log in to the customer management system. The customer type can be selected in the customer information input interface, including public customers and group customers, and the cross-domain business permissions of the customer can be controlled. The specific province information can be selected by province, and thus authentication is performed.

[0063] The customer information input interface includes a general authentication area, which can refer to an input area for general authentication by inputting customer information. For example, authentication can be performed by verifying documents. To authenticate, document information needs to be selected, including the customer's document and document type, and the document number needs to be input for authentication and login. Or authentication can be performed by querying through business numbers, order numbers, etc. After the information is authenticated correctly, the customer can log in to the customer management system, and all account information, user number information, device information, etc. of the natural person obtained from the query will be displayed on the display unit.

[0064] The first document can refer to a document that has a unique corresponding relationship with the natural person. In the embodiment of the present application, the first document can be a passport. Responding to an input operation on the first document input area to obtain customer document information means inputting the required information in the first document input area to obtain customer document information. Among them, the input areas with "*" in the first document input area are required information, including selecting the verification method, document type, and document number, and the other information is optional information, such as the customer name. For example, by selecting the verification method as customer document + document type, selecting the document type as passport, inputting the document number, and inputting the required information, after authentication is correct, customer document information can be obtained.

[0065] Among them, in the embodiment of the present application, the customer information input interface can also include a quick document reading authentication area;

[0066] After the customer information input interface is displayed on the display unit of the customer management system, the method can also include:

[0067] Responding to an input operation on the quick document reading authentication area, a second document input area is displayed on the customer information input interface. The second document input area includes an ID card input area and a permanent residence permit input area;

[0068] Responding to an input operation on the second document input area to obtain customer document information.

[0069] Among them, the quick document reading authentication area can refer to an authentication area for another quick document reading authentication method on the customer information input interface, which supports authentication and login by reading the second-generation ID card and the foreigner's permanent residence permit. In the embodiment of the present application, the second document can refer to an ID card and a permanent residence permit. Responding to an input operation on the second document input area to obtain customer document information means inputting the required information in the second document input area to obtain customer document information. For example, inputting the document number of the ID card or the permanent residence permit, after authentication is correct, customer document information can be obtained.

[0070] Among them, in the embodiment of the present application, after obtaining the customer document information, the method can also include:

[0071] If the target customer information is not queried in the customer management system, obtain the customer's basic information and detailed information;

[0072] According to the customer's identification information, basic information, and detailed information, store the target customer information in the customer management system so that when the customer management system receives a request representing the customer's identification information, the target customer information can be displayed.

[0073] Among them, that the target customer information is not queried in the customer management system may mean that there is no unified customer without regional attribution information created for this customer, and the customer's data still belongs to the management systems under each administrative region, and the data information of this customer is stored and managed independently by domain. Therefore, there is no customer information on the display interface, and a prompt to create a customer is given on the page. The unified customer of this customer can be created by obtaining the customer's basic information and detailed information. The customer's basic information may refer to the customer information and the customer's identification information. Among them, the customer information includes the customer name, individual customer type, customer contact phone number, and customer communication address. The customer's identification information includes the document type, document number, document validity period, and document address. The customer's detailed information may include information such as customer contact information and historical customer order data, and these information are stored to obtain the target customer information.

[0074] Among them, in the embodiment of the present application, the method of the step of storing the target customer information in the customer management system according to the customer's identification information, basic information, and detailed information so that when the customer management system receives a request representing the customer's identification information, the target customer information can be displayed may include:

[0075] Obtain the second information according to the customer's basic information and detailed information;

[0076] Generate the first information according to the second information and the cross-domain business permissions in the second information;

[0077] Obtain the target customer information according to the first information and the second information;

[0078] Create the target customer information in the customer management system according to the customer's identification information so that when the customer management system receives a request representing the customer's identification information, the target customer information can be displayed.

[0079] Among them, the second information may refer to the natural information of the customer such as the customer name, document type and number, address, and contact information obtained according to the customer's basic information and detailed information. According to these natural information and cross-domain business permissions, a unified customer can be created, and these information are stored and upgraded to the first information for use as information without attribution area information.

[0080] Obtaining target customer information based on the first information and the second information may refer to storing the natural information of the customer in the first information and the business information of the customer in the second information for business use, and all the obtained information is the target customer information. Among them, the business information includes information such as cross-domain business permissions and historical customer order data.

[0081] Creating target customer information in the customer management system according to the customer identification information, so that when the customer management system receives a request representing the customer identification information, displaying the target customer information may refer to inputting the customer's basic information and detailed information and then clicking the "OK" button, and then prompting that the customer creation is successful to obtain the target customer information.

[0082] Among them, in the embodiment of the present application, after the target customer information is not queried in the customer management system and before obtaining the customer's basic information and detailed information, the method may further include:

[0083] Determining the customer information type of the customer identification information according to the customer identification information;

[0084] If the customer information type meets the customer type requirements, obtain the customer's basic information and detailed information.

[0085] Among them, determining the customer information type of the customer identification information according to the customer identification information may refer to, before creating the same customer of this customer, it is necessary to determine the legality of the customer's identification information and whether it meets the business acceptance rules. Among them, the business acceptance rules may include that the customer is at least 8 years old; if the certificate is an ID card customer, it must go through reading the second-generation ID card or identity authentication before the business can continue; the required information needs to meet the real-name system requirements (verification of customer name, certificate type, certificate number, certificate address, customer type, contact person, contact phone number, communication address rules); the target customer information does not exist; this customer is not a blacklist customer. If the customer information type meets the customer type requirements, obtain the customer's basic information and detailed information to obtain the target customer information to create the target customer, otherwise creation is not allowed.

[0086] S102. Determine the target customer information of the target customer from the customer management system according to the customer identification information. Among them, the target customer is a customer corresponding to the customer identification information and having cross-domain business permissions. The target customer information includes the first information of the target customer in the first administrative region and the second information in the second administrative region. The level of the first administrative region is higher than that of the second administrative region, and the first information is generated according to the second information.

[0087] Among them, the customer management system may refer to a software system used to manage and maintain customer relationships, which can centrally store customer data to better understand customer needs. In the embodiments of this application, the customer management system may include a UI (User Interface), a user center, an account center, a customer center, an order center, a card number center, a rule center, etc. Through the joint action of each center, business information such as account creation, storage of customer profile information, and customer orders can be carried out. At the same time, the account number and business acceptance rules are specified to achieve the purpose of providing business services.

[0088] The target customer may refer to a unified customer created by a customer corresponding to customer certificate information and having cross-domain business permissions. The unified customer may refer to a customer with a customer code and recording all the place of origin information of existing customers. Through the customer code, the customer can handle relevant business in a non-place of origin. The unified customer records the place of origin area of the creating customer, but can be shared and used under each administrative division. All kinds of information generated by the unified customer for business handling are unified customer information, that is, target customer information. In the embodiments of this application, the target customer information may refer to upgrading the information generated by the target customer creating accounts in multiple regions and conducting relevant business handling, and upgrading the information in a certain region to non-regional information. For example, customers are created in Area A and Area B respectively, but the place of origin of the customers is different. Therefore, the storage areas of the target customer information generated after completing the business are different. The business information and personal information generated in Area A are stored in Area A, and the business information and personal information generated in Area B are stored in Area B. Thus, a unified customer corresponding to the certificate information is created, and new information is obtained based on the information in Area A and Area B. The new information is used as the non-regional information of the unified customer, and this non-regional information is the target customer information.

[0089] Administrative division may refer to dividing a region into several administrative regions of different levels and sizes according to the needs of administrative management and relevant regulations. It can be a region delimited by a country or a region delimited by an enterprise. The first administrative division may refer to a region containing the second administrative division level, and the second administrative division may refer to a region with a lower level. For example, the second administrative division is a province, a city, or a county, and the first administrative division is the whole country.

[0090] The second information under the second administrative division may refer to information such as customer profiles and customer business orders generated when creating customers under the second administrative division. The first information under the first administrative division may refer to migrating and upgrading the second information under the second administrative division, completely migrating the customer profiles in the second information, such as customer codes, customer names, document types, document numbers, etc. Based on this, set it as the unified customer profile in the first information, and store other customer information in the second information, such as historical order data. Based on the unified customer profile and historical order data, obtain the first information.

[0091] Among them, in the embodiments of the present application, the method for determining the target customer information of the target customer from the customer management system according to the customer document information may include:

[0092] According to the customer document information, respectively query the user profile query service, account profile query service, customer profile query service, and rule verification service from the distributed database in the customer management system;

[0093] According to the user profile query service, account profile query service, customer profile query service, and rule verification service, determine the target customer information of the target customer from the customer management system.

[0094] Among them, the distributed database in the customer management system may refer to a database that stores different customer information. Through the design of the distributed database, on the one hand, it can avoid various data redundancies after not distinguishing regions, resulting in a huge storage pressure on the database. On the other hand, when querying data, the required data can be quickly and accurately obtained through the different information obtained.

[0095] In some embodiments, the distributed database in the customer management system may refer to DRDS (Distributed Relational Database Service), HBase, ElasticSearch. Among them, DRDS stores the customer profiles in the target customer information, including customer codes, customer names, customer document information, customer contact information, etc., and can be used to execute user profile query information; HBase stores the historical customer order data in the target customer information, including order numbers, acceptance times, acceptance customer codes, acceptance staff numbers, acceptance channels, etc., and can be used to execute account profile query information for fast query; ElasticSearch is used to store the simple customer information in the target customer information, including customer names, etc., and can be used to execute the customer profile query service to achieve multi-dimensional query of customer profiles.

[0096] The target customer information of the target customer determined from the customer management system according to the user profile query service, account profile query service, customer profile query service, and rule verification service may refer to obtaining user profiles through the user profile query service, including relevant information such as users and customers; obtaining account profiles through the account profile query service, including relevant user information such as users, accounts, and payment relationships; obtaining user profiles through the customer profile query service, including relevant customer information such as users and customers; verifying rules such as whether a premium number is allowed to be changed and blacklists through the rule verification service. All the information obtained through the above services is the target customer information of the target customer.

[0097] Among them, in the embodiment of the present application, after determining the target customer information of the target customer from the customer management system according to the customer identification information, the method may further include:

[0098] Determine the target second information in the second information;

[0099] Perform an update process on the target second information to obtain updated second information;

[0100] Update the first information according to the updated second information to obtain updated first information;

[0101] Obtain updated target customer information according to the updated first information and the updated second information.

[0102] Among them, the target second information may refer to the information that needs to be changed in the second information, and the updated second information may refer to the information obtained after changing the target second information. Since the first information is generated according to the second information, the first information is also updated correspondingly. For example, if the customer changes the ID number in the second administrative region, the target second information is the ID number, and the updated second information is the changed ID number. Correspondingly, the ID number in the first information of the customer in the first administrative region is also changed to obtain updated first information. Since the second information is the customer profile of the customer in the second administrative region, and the first information is the customer profile in the first administrative region generated according to the customer profile of the customer in the second administrative region, thus, the updated target customer information may refer to the customer profile obtained after changing the ID number.

[0103] In the embodiment of the present application, to obtain the updated target customer information based on the updated first information and the updated second information, the business acceptance rules need to be satisfied. Among them, the business acceptance rules may include that the certificate address is not less than 8 digits; the number of users under the same certificate is less than 5; the work number has the authority to accept the certificate with a foreigner's permanent residence identity card; the current customer is an individual customer, not a group customer, otherwise the customer information needs to be modified in the group customer system; the user is not a premium number and there are no other premium number users under this customer; the customer is at least 8 years old; the expiration date of the certificate is not less than the current date; under the customer to which the user belongs, there are no other users who are using products that do not meet the change requirements; an agent work number without permission can only handle individual customers with an identity card as the certificate type. If the customer meets the business acceptance rules, the target customer information can be modified to obtain the updated target customer information, otherwise modification is not allowed.

[0104] S103. Display the target customer information.

[0105] Among them, displaying the target customer information may refer to querying the target customer information according to business needs and displaying the obtained target customer information on the display interface. Among them, the query of the target customer information may include various query schemes, such as querying by customer code, querying by customer certificate, querying by customer name, querying by user number, etc. Since the created target customer has a unique corresponding relationship between the certificate and the customer, the information of the same customer can be queried in multiple ways.

[0106] The customer management method provided by the embodiment of the present application can upgrade the information of the customer in different administrative regions, so that there is only one account for the same certificate of the same customer, and the customer information is stored or modified for the unique account. Thus, a unique target customer and target customer information are obtained, realizing the corresponding relationship between the customer and the certificate, constructing a unified customer management system, enabling the de-regionalized management of customer information, enabling customers to handle cross-domain integration services everywhere, improving the flexibility of cross-domain integration services, achieving the effect of enhancing customer perception, and solving the problem that customer information in each region is not unified and difficult to manage, resulting in the inability to ensure customer information security.

[0107] Figure 2 It is a schematic flowchart of another customer management method provided by the embodiment of the present application. The execution subject of this method may be a server, and no special limitation is made here in this embodiment. As Figure 2 shown, this method may include:

[0108] S201. Query the existing customer information according to the customer certificate information.

[0109] Among them, various methods can be used for the query, including identity authentication, reading the second-generation ID card, reading the permanent residence permit, and obtaining the customer certificate information, etc.

[0110] S202. If there is no unified customer in the system, collect customer information to create a unified customer, and store the customer information in the distributed database. Only one unified customer is allowed to be created for the same customer ID.

[0111] Among them, collecting customer information to create a unified customer may refer to collecting the customer's basic information and detailed information, and creating a unified customer according to the collected information.

[0112] S203. Modify the information of the created unified customer.

[0113] Among them, modifying the information of the unified customer may refer to first passing the home page authentication, including identity authentication, reading the second-generation ID card, reading the permanent residence permit, obtaining the customer ID information, querying the national unified customer information, and after passing the authentication, entering the ID number to query the service. Among them, the query service may refer to a three-in-one query combination service including users, accounts, and customers, obtaining the corresponding information respectively, filling in the change information required by the user, and then pre-submitting. The customer management system provides an order pre-submission combination service. The order pre-submission combination service includes message assembly service, rule verification service, and order entry service. The message assembly service may refer to assembling a pre-submission message for public services. The rule verification service may refer to verifying one ID and five cards, real-name system, blacklist, etc. The order entry service may refer to public warehousing service. Thus, the change of customer information is completed through the combination service in the customer management system.

[0114] S204. Provide a unified customer information query service based on the unified customer.

[0115] Among them, the unified customer information query service may refer to providing multiple query schemes, supporting customer information queries in different dimensions, including querying by customer code, by customer ID, by customer name, by user number, etc.

[0116] Another customer management method provided by the embodiments of the present application can manage customers with "one person, one ID" by constructing a "unified customer" management system, realizing the accurate correspondence between "person" and "ID", and realizing the national universality of customer codes and the de-regionalization management of customer information by establishing unified customers, achieving a seamless and consistent customer experience online and offline, and continuously enhancing customer perception.

[0117] Figure 3 It is a schematic diagram of the process of a cross-domain fusion service based on the customer management method provided by the embodiments of the present application. As Figure 3 shown, the customer has a mobile network mobile phone in place A and a broadband and a fixed phone in place B. The customer hopes to integrate the mobile phone, broadband, and fixed phone services and handle the cross-domain fusion service together. The cross-domain fusion service may include:

[0118] S301. The customer handles integration in Area A. In the customer management system, the target customer information is determined according to the customer management method, and the head of the business hall in Area A temporarily authorizes cross-domain permissions to the salesperson.

[0119] S302. Select cross-domain integration products, which include mobile phones: old users in Area A and new users in Area B, broadband: old users in Area A and new users in Area B, and landlines: new users in Area A.

[0120] S303. According to the selected cross-domain integration products, include the mobile phones and broadband of old users in Area A, select numbers for the mobile phones of new users in Area B, determine the terminal contract, and perform address engine GIS site selection for the broadband of new users in Area B and the landlines of new users in Area A to determine the broadband account and landline number.

[0121] S304. Determine the account and the developer, schedule the home visit time, and the customer confirms the order.

[0122] S305. The business personnel perform construction in Area A and Area B respectively to complete the cross-domain integration service.

[0123] The cross-domain service based on the customer management method provided by the embodiment of the present application can improve the customer experience by uniformly managing customers, integrating services in various places, and handling remote services according to cross-domain service permissions.

[0124] Figure 4 It is a schematic structural diagram of the customer center in the customer management system provided by the embodiment of the present application. As Figure 4 shown, the customer center may include:

[0125] Use a cloudified three-layer architecture to combine the platform and applications.

[0126] The basic service adopts a three-layer architecture model of the business layer, core layer, and atomic layer, and the DC / OS architecture. It can complete services such as individual customer authentication, individual customer management, individual customer merging, individual customer query, certificate query, VIP management, VIP query, group customer-related authentication, and query, and realize resource sharing across multiple distributed applications; the Spring Boot / Spring MVC architecture is conducive to business development and can quickly build a Spring-based Web application.

[0127] Adopt distributed components, including: REDIS, which provides fast query for the front-end UI to ensure high availability and high concurrency of the service; Kafka, which is used for message sending and message consumption to ensure high throughput and low latency; RokectMQ, which is used for asynchronous synchronization or notification to other systems, and for cross-database transaction control to ensure the eventual consistency of transactions; ElasticSearch, which stores simple customer information for multi-dimensional query of customer data.

[0128] Among them, the old architecture application of the customer management system mainly uses customer data stored in ORACLE in various regions, and stores customer data by domain. The new architecture application mainly uses unified customer data stored in DRDS. Among them, ORACLE is a relational database management system with high efficiency, good reliability, and adaptability to high throughput. DRDS is an online distributed database service based on RDS (Relational Database Service), which can be used as a database for data storage.

[0129] In the embodiment of this application, a scheme of coexistence of new and old architectures can be adopted, that is, both ORACLE and DRDS store complete and full-scale customer data. The data layer uses DRDS and RDS to store customer data to achieve unified customer de-regionalization. Customers no longer belong to a certain region, but are under the unified management of the group. At the same time, according to user attribution, a corresponding relationship between a customer in the ORACLE database in the user's domain and the unified customer in DRDS is established to ensure the data synchronization of personal customer data and group customer data in the DRDS data layer with users of peripheral systems. And there is a concept of attribution for customers in ORACLE, and they are still managed according to the local customer management mode.

[0130] At the same time, the customer center is associated with the user center, order center, delivery center and other centers to ensure the integrity function of the customer management system. A operation and maintenance monitoring module is set up for the customer center to ensure the normal operation of the business and to monitor system exceptions in real time. In addition, the customer center is also combined with peripheral systems to ensure the completion of integrated services of systems such as mobile business halls, online business halls, Wo acceptance, new retail, and new customer service.

[0131] Figure 5 This is a schematic structural diagram of the customer management device provided by the embodiment of this application. As Figure 5 shown, the customer management device 50 includes: an acquisition module 501, a determination module 502, and a display module 503. Among them:

[0132] The acquisition module 501 is used to acquire customer certificate information;

[0133] A determination module 502, configured to determine target customer information of a target customer from a customer management system according to customer certificate information, where the target customer is a customer corresponding to the customer certificate information and having cross-domain service permissions, and the target customer information includes first information of the target customer in a first administrative division and second information in a second administrative division, the level of the first administrative division is higher than that of the second administrative division, and the first information is generated according to the second information;

[0134] A display module 503, configured to display the target customer information.

[0135] In an embodiment of the present application, the acquisition module 501 may further be specifically configured to:

[0136] Display a customer information input interface in a display unit of the customer management system, where the customer information input interface includes a general authentication area;

[0137] In response to an input operation on the general authentication area, display a first certificate input area in the customer information input interface, where the first certificate input area includes a service number input area and an order number input area;

[0138] In response to an input operation on the first certificate input area, obtain customer certificate information.

[0139] In an embodiment of the present application, the acquisition module 501 may further be specifically configured to:

[0140] In response to an input operation on the quick certificate reading and authentication area, display a second certificate input area in the customer information input interface, where the second certificate input area includes an ID card input area and a permanent residence permit input area;

[0141] In response to an input operation on the second certificate input area, obtain customer certificate information.

[0142] In an embodiment of the present application, the acquisition module 501 may further be specifically configured to:

[0143] If the target customer information is not queried in the customer management system, obtain customer basic information and customer detailed information;

[0144] Store the target customer information in the customer management system according to the customer certificate information, customer basic information, and customer detailed information, so as to display the target customer information when the customer management system receives a request representing the customer certificate information.

[0145] In an embodiment of the present application, the acquisition module 501 may further be specifically configured to:

[0146] Obtain the second information according to the customer basic information and the customer detailed information;

[0147] Generate the first piece of information based on the second piece of information and the cross - domain service permissions in the second piece of information;

[0148] Obtain the target customer information based on the first piece of information and the second piece of information;

[0149] Create the target customer information in the customer management system according to the customer ID information, so that when the customer management system receives a request representing the customer ID information, the target customer information can be displayed.

[0150] In the embodiment of the present application, the determination module 502 may also be specifically used for:

[0151] Determine the customer information type of the customer ID information according to the customer ID information;

[0152] If the customer information type meets the customer type requirements, obtain the customer basic information and the customer detailed information.

[0153] In the embodiment of the present application, the determination module 502 may also be specifically used for:

[0154] Query the user profile query service, account profile query service, customer profile query service, and rule verification service respectively from the distributed database in the customer management system according to the customer ID information;

[0155] Determine the target customer information of the target customer from the customer management system according to the user profile query service, account profile query service, customer profile query service, and rule verification service.

[0156] In the embodiment of the present application, the determination module 502 may also be specifically used for:

[0157] Determine the target second piece of information in the second piece of information;

[0158] Perform an update process on the target second piece of information to obtain the updated second piece of information;

[0159] Update the first piece of information according to the updated second piece of information to obtain the updated first piece of information;

[0160] Obtain the updated target customer information according to the updated first piece of information and the updated second piece of information.

[0161] As described above, the customer management device 50 in the embodiment of the present application includes an acquisition module 501 for acquiring customer certificate information; a determination module 502 for determining target customer information of a target customer from a customer management system according to the customer certificate information, where the target customer is a customer corresponding to the customer certificate information and having cross-domain service permissions, and the target customer information includes first information of the target customer in a first administrative region and second information in a second administrative region, the level of the first administrative region is higher than that of the second administrative region, and the first information is generated according to the second information; and a display module 503 for displaying the target customer information. Thus, by upgrading the information of the customer in different administrative regions, there is only one account for the same certificate of the same customer, and the customer information is stored or changed for the unique account. Thus, a unique target customer and target customer information are obtained, realizing the correspondence between the customer and the certificate, constructing a unified customer management system, enabling de-regionalized management of customer data, allowing the customer to handle cross-domain integration services everywhere, improving the flexibility of cross-domain integration services, achieving the effect of enhancing customer perception, and solving the problem that customer data in each region is not unified and difficult to manage, resulting in the inability to ensure customer information security.

[0162] Figure 6 It is a schematic structural diagram of an electronic device provided by an embodiment of the present application. As Figure 6 shown, the electronic device 60 includes:

[0163] The electronic device 60 may include a processor 601 with one or more processing cores, a memory 602 with one or more computer-readable storage media, a communication component 603, and other components. Among them, the processor 601, the memory 602, and the communication component 603 are connected through a bus 604.

[0164] In a specific implementation process, at least one processor 601 executes computer execution instructions stored in the memory 602, so that at least one processor 601 executes the above customer management method.

[0165] For the specific implementation process of the processor 601, reference can be made to the above method embodiment, and its implementation principle and technical effect are similar, which will not be elaborated here in this embodiment.

[0166] In the above Figure 6In the illustrated embodiments, it should be understood that the processor may be a central processing unit (CPU for short), or other general-purpose processors, digital signal processors (DSP for short), application specific integrated circuits (ASIC for short), etc. The general-purpose processor may be a microprocessor or any conventional processor, etc. The steps of the method disclosed in combination with the invention may be directly implemented by a hardware processor, or implemented by a combination of hardware and software modules in the processor.

[0167] The memory may include a random access memory (RAM), and may also include a non-volatile memory (NVM), such as at least one disk memory.

[0168] The bus may be an industry standard architecture (ISA) bus, a peripheral component interconnect (PCI) bus, an extended industry standard architecture (EISA) bus, etc. The bus may be divided into an address bus, a data bus, a control bus, etc. For ease of representation, the buses in the drawings of this application are not limited to only one bus or one type of bus.

[0169] In some embodiments, a computer program product is also proposed, including a computer program or instruction, which when executed by a processor implements the steps in any of the above customer management methods.

[0170] For the specific implementation of each of the above operations, reference may be made to the previous embodiments and will not be elaborated here.

[0171] Those of ordinary skill in the art can understand that all or part of the steps in the various methods of the above embodiments can be completed by instructions, or by controlling relevant hardware through instructions. The instructions can be stored in a computer-readable storage medium and loaded and executed by a processor.

[0172] Therefore, an embodiment of this application provides a computer-readable storage medium, in which multiple instructions are stored, and the instructions can be loaded by a processor to execute the steps in any of the customer management methods provided by the embodiments of this application.

[0173] Among them, the storage medium may include: read-only memory (ROM, Read Only Memory), random access memory (RAM, Random Access Memory), magnetic disk or optical disc, etc.

[0174] According to one aspect of the present application, there is provided a computer program product or a computer program, the computer program product or the computer program includes computer instructions, and the computer instructions are stored in a computer-readable storage medium.

[0175] Since the instructions stored in the storage medium can execute the steps in any of the customer management methods provided in the embodiments of the present application, the beneficial effects achievable by any of the customer management methods provided in the embodiments of the present application can be realized. For details, see the previous embodiments and will not be repeated here.

[0176] Those skilled in the art will readily conceive of other embodiments of the present application after considering the specification and practicing the invention disclosed herein. The present application is intended to cover any variations, uses, or adaptations of the present application, which follow the general principles of the present application and include known common knowledge or conventional technical means in the technical field not disclosed in the present application. The specification and embodiments are only regarded as exemplary, and the true scope and spirit of the present application are pointed out by the following claims.

[0177] It should be understood that the present application is not limited to the exact structures described above and shown in the drawings, and various modifications and changes can be made without departing from its scope. The scope of the present application is only limited by the appended claims.

Claims

1. A customer management method, characterized in that, The method includes: Obtaining customer identification information; Based on the customer identification information, determining target customer information of a target customer from a customer management system, where the target customer is a customer corresponding to the customer identification information and having cross-domain business authority, and the target customer information includes first information of the target customer under a first administrative division and second information under a second administrative division, the level of the first administrative division is higher than that of the second administrative division, and the first information is generated based on the second information; Displaying the target customer information.

2. The method according to claim 1, characterized in that, The obtaining of the customer identification information includes: Displaying a customer information input interface on a display unit of the customer management system, where the customer information input interface includes a general authentication area; In response to an input operation on the general authentication area, displaying a first identification input area on the customer information input interface, where the first identification input area includes a business number input area and an order number input area; In response to an input operation on the first identification input area, obtaining the customer identification information.

3. The method according to claim 2, characterized in that, The customer information input interface further includes a quick identification authentication area; After displaying the customer information input interface on the display unit of the customer management system, the method further includes: In response to an input operation on the quick identification authentication area, displaying a second identification input area on the customer information input interface, where the second identification input area includes an ID card input area and a permanent residence permit input area; In response to an input operation on the second identification input area, obtaining the customer identification information.

4. The method according to claim 1, characterized in that, After obtaining the customer identification information, the method further includes: If the target customer information is not queried in the customer management system, obtaining customer basic information and customer detailed information; Based on the customer identification information, the customer basic information, and the customer detailed information, storing the target customer information in the customer management system so as to display the target customer information when the customer management system receives a request representing the customer identification information.

5. The method according to claim 4, characterized in that, The storing the target customer information in the customer management system based on the customer identification information, the customer basic information, and the customer detailed information so as to display the target customer information when the customer management system receives a request representing the customer identification information includes: Obtaining the second information based on the customer basic information and the customer detailed information; Generating the first information based on the second information and the cross-domain business authority in the second information; Obtaining the target customer information based on the first information and the second information; Creating the target customer information in the customer management system based on the customer identification information so as to display the target customer information when the customer management system receives a request representing the customer identification information.

6. The method according to claim 1, wherein After the target customer information is not queried in the customer management system and before obtaining the customer basic information and the customer detailed information, the method further includes: Determining the customer information type of the customer identification information based on the customer identification information. If the customer information type meets the customer type requirements, obtain the customer's basic information and detailed information.

7. The method according to claim 1, wherein The determining the target customer information of the target customer from the customer management system according to the customer identification information includes: Querying the user information query service, the account information query service, the customer information query service, and the rule verification service from the distributed database in the customer management system according to the customer identification information; Determining the target customer information of the target customer from the customer management system according to the user information query service, the account information query service, the customer information query service, and the rule verification service.

8. The method according to claim 1, characterized in that, After determining the target customer information of the target customer from the customer management system according to the customer identification information, the method further includes: Determining the target second information in the second information; Performing an update process on the target second information to obtain updated second information; Updating the first information according to the updated second information to obtain updated first information; Obtaining updated target customer information according to the updated first information and the updated second information.

9. A customer management device, characterized in that, including: An obtaining module, configured to obtain customer identification information; A determining module, configured to determine the target customer information of the target customer from the customer management system according to the customer identification information, where the target customer is a customer corresponding to the customer identification information and having cross-domain service permissions, and the target customer information includes first information of the target customer in a first administrative region and second information in a second administrative region, the level of the first administrative region is higher than that of the second administrative region, and the first information is generated according to the second information; A display module, configured to display the target customer information.

10. An electronic device, characterized in that, including: A processor, and a memory communicatively connected to the processor; The memory stores computer execution instructions; The processor executes the computer execution instructions stored in the memory to implement the customer management method according to any one of claims 1 to 8.

11. A computer-readable storage medium, characterized in that, Computer execution instructions are stored in the computer-readable storage medium, and when the computer execution instructions are executed by a processor, they are used to implement the customer management method according to any one of claims 1 to 8.

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