Group customer service management method and device, equipment and storage medium

Abstract

The invention provides a group customer service management method and device, equipment and a storage medium, and relates to the technical field of information. The method comprises the steps that group customer information and product information handled by group customers are acquired, the product information comprises product feature information and product use rules, and the product use rules are used for defining conditions needing to be met by application products; and generating a service voucher according to the product information. And sending the service voucher to the client. And receiving and responding to a service use request, and updating service resource use information associated with the service voucher, the service use request comprising the service voucher.

Description

TECHNICAL FIELD

[0001] The present application relates to the field of information technology, and in particular to a group customer service management method, device, equipment and storage medium. BACKGROUND

[0002] In the ground service of civil aviation passengers, group customers are a type of customers who sign agreements, handle and use services in the name of an organization. The service has the characteristics of large procurement quantity, diversified types, and uncertain actual service customers, and has high requirements for flexibility and standardization of management.

[0003] At present, customer relationship management systems are usually used to manage customer information and business processes using information technology. However, when the existing customer relationship management system is applied to civil aviation group customer management, data integration is difficult, resulting in low verification efficiency and inaccurate settlement data. SUMMARY

[0004] The present application provides a group customer service management method, device, equipment and storage medium, which is used to solve the problem of difficult integration of group customer service data.

[0005] In a first aspect, the present application provides a group customer service management method, which is applied to an electronic device. The execution subject of the method can be an electronic device, a component or device (such as a processor, a chip, or a chip system) applied to an electronic device, or a logic module or software capable of realizing all or part of the functions of an electronic device. The method comprises: obtaining group customer information and product information handled by the group customer, wherein the product information comprises product feature information and product use rules, and the product use rules are used to define conditions required for applying the product; generating a service voucher according to the product information; sending the service voucher to a client; receiving and responding to a service use request, updating service resource use information associated with the service voucher, and the service use request comprising the service voucher.

[0006] In the first aspect, by obtaining group customer information and product information containing product features and use rules, and generating a service voucher and sending it to a client, and then updating the service resource use information associated with the voucher according to the service use request carrying the voucher, the process effectively connects customer information, product rules and service use. The product use rules clearly define the prerequisite conditions for service application, so that the generation and verification of the voucher can be executed under unified and standardized rules, thereby improving the standardization and consistency of service management. At the same time, the whole process from the generation to the use and update of the voucher can be tracked, forming a service whole-process management, and enhancing the controllability of service business processing.

[0007] In combination with the first aspect, in a possible implementation manner, the method further includes: receiving and responding to the service use request, obtaining service resource information; in a case where the service resource information indicates that the service resource is available, updating the service resource use information associated with the service credential.

[0008] In this implementation, when the service use request is received, the current service resource information is obtained first, and the service resource use information associated with the service credential is updated only when the resource meets the condition. This resource checking mechanism ensures that each service use is based on the actual available resource, avoiding service failure or disorder caused by insufficient or conflicting resources, thereby improving the reliability and accuracy of service execution.

[0009] In combination with the first aspect, in a possible implementation manner, before the service credential is generated according to the product information, the method further includes: obtaining first indication information, the first indication information being used to indicate generation of the service credential.

[0010] In this implementation, before the service credential is generated, the explicit generation indication information is obtained. The credential generation becomes a controlled triggered operation, which is connected with the application, approval and other process nodes, preventing the misgeneration or unauthorized generation of the credential, thereby improving the security of the business operation and enhancing the standardization of the process.

[0011] In combination with the first aspect, in a possible implementation manner, the method further includes: recording service resource use information associated with the service credential; analyzing service use characteristics of the group customer according to the service resource use information associated with the service credential.

[0012] In this implementation, the service resource use information of each service credential update is recorded, and the service use characteristics of the group customer are analyzed based on these data. The service use data is collected to form a traceable data basis. Then, the service consumption mode, preference and frequency characteristics of the customer are analyzed, which provides a real and quantitative basis for service optimization, product adjustment and customer relationship maintenance, so as to adjust the group customer service management strategy.

[0013] The second aspect provides a group customer service management apparatus, including: an obtaining module, configured to obtain group customer information and product information handled by the group customer, the product information including product characteristic information and product use rules, the product use rules being used to define conditions required to be met for applying the product; a generating module, configured to generate a service credential according to the product information; The sending module is configured to send the service credential to the client. The updating module is configured to receive and update the service resource usage information associated with the service credential in response to a service usage request, the service usage request comprising the service credential.

[0014] With reference to the second aspect, in a possible implementation, the updating module is further configured to receive and obtain the service resource information in response to the service usage request. The service resource usage information associated with the service credential is updated when the service resource information indicates that the service resource is available.

[0015] With reference to the second aspect, in a possible implementation, the obtaining module is further configured to obtain first indication information before generating the service credential according to the product information, the first indication information being used to indicate generation of the service credential.

[0016] With reference to the second aspect, in a possible implementation, the updating module is further configured to record the service resource usage information associated with the service credential. The service usage characteristics of the group customer are analyzed according to the service resource usage information associated with the service credential.

[0017] In a third aspect, the present application provides an electronic device, comprising a processor and a memory; the memory stores instructions executable by the processor; and the processor is configured to execute the instructions, so that the electronic device implements the method of the first aspect.

[0018] In a fourth aspect, the present application provides a computer-readable storage medium, comprising computer software instructions; when the computer software instructions are run in an electronic device, the electronic device implements the method of the first aspect.

[0019] In a fifth aspect, the present application provides a computer program product, comprising a computer program; when the computer program is run in an electronic device, the electronic device implements the method of the first aspect.

[0020] The advantages of the second aspect to the fifth aspect are described above with reference to the corresponding description of the first aspect, and will not be repeated here. BRIEF DESCRIPTION OF DRAWINGS

[0021] Figure 1 An application environment schematic diagram of a group customer service management method provided by an embodiment of the present application; Figure 2 A group customer service management system architecture schematic diagram provided by an embodiment of the present application; Figure 3 A flow schematic diagram of a group customer service management method provided by an embodiment of the present application; Figure 4A flowchart of a group customer lounge service management method provided by an embodiment of the present application is shown in FIG. 1. Figure 5 A component diagram of a group customer service management device provided by an embodiment of the present application is shown in FIG. 2. Figure 6 A component diagram of an electronic device provided by an embodiment of the present application is shown in FIG. 3. DETAILED DESCRIPTION

[0022] A group customer service management method, device, equipment and storage medium provided by the present application will be described in detail below with reference to the accompanying drawings.

[0023] The term "and / or" in this document merely describes an association relationship of associated objects, and can represent three relationships, for example, A and / or B can represent three cases of A alone, A and B together, and B alone.

[0024] The terms "first" and "second" and the like in the specification and drawings of the present application are used to distinguish different objects or different processing of the same object, and are not used to describe a specific order of the objects.

[0025] In addition, the terms "include" and "have" and any variations thereof mentioned in the description of the present application are intended to cover non-exclusive inclusion. For example, a process, method, system, product or device that includes a series of steps or units is not limited to the listed steps or units, but can optionally include other steps or units not listed or can optionally include other steps or units inherent to the process, method, product or device.

[0026] It should be noted that in the embodiments of the present application, the words "exemplary" or "for example" are used to represent an example, illustration or description. Any embodiment or design scheme described as "exemplary" or "for example" in the embodiments of the present application should not be interpreted as more preferred or more advantageous than other embodiments or design schemes. Rather, the words "exemplary" or "for example" are intended to present the relevant concept in a specific manner.

[0027] In order to clearly describe the technical solutions of the embodiments of the present application, in the embodiments of the present application, "first", "second" and the like are used to distinguish the same or similar items with basically the same function and role, and those skilled in the art can understand that "first", "second" and the like are not limited in number and execution order.

[0028] In the description of the present application, unless otherwise specified, the meaning of "a plurality of" is two or more.

[0029] In civil aviation ground services, corporate clients are characterized by large service procurement volumes, diverse service types, and uncertain actual customer availability. Currently, corporate client service management in ground services faces significant challenges: clients have highly customized products, and the types of services procured cover all aspects of ground services. Even for the same service, prices can vary depending on the client's specific circumstances. Furthermore, the actual usage of corporate clients is complex, involving multiple simultaneous uses of various services and scenarios where a single corporate client has multiple different users.

[0030] Currently, Customer Relationship Management (CRM) systems are commonly used to manage customer information and business processes using information technology. CRM system functions focus on product sales and marketing, customer base and market expansion, and mainly include: customer information management, sales management, marketing automation, customer service and support, data analysis and reporting, and mobile office support.

[0031] However, existing customer relationship management systems (CRM) are ill-suited for maintaining a fixed customer base in civil aviation ground services and cannot acquire real-time data from various lounges. Furthermore, existing CRM systems lack sufficient support for the verification and settlement of ground service products, preventing the generation of valid verification vouchers for ground services such as lounges. This results in significant gaps and oversight deficiencies in the verification management process. Currently, ground services still rely on paper-based records of customer service usage, leading to high risks of data leakage, inconsistent oversight, low verification efficiency, and difficulty in handling large volumes of data. Consequently, ground services lack an effective verification mechanism and accurate settlement is challenging.

[0032] To address the aforementioned technical issues, this application provides a group customer service management method, apparatus, equipment, and storage medium. The approach involves acquiring group customer and product information, including product characteristics and usage rules, generating service credentials based on this information, and sending them to the client. Then, based on the service usage request carrying the credentials, the service resource usage information associated with the credentials is updated. This process effectively connects customer information, product rules, and service usage. The product usage rules clearly define the preconditions for service applications, ensuring that credential generation and verification are executed under unified and standardized rules, thereby improving the standardization and consistency of service management. Simultaneously, the entire process of credential generation, use, and updating is traceable, forming a full-process service management system and enhancing the controllability of service business processing.

[0033] The embodiments provided in this application will now be described in detail with reference to the accompanying drawings.

[0034] like Figure 1 As shown, the application environment may include a first device with a group customer service management platform deployed on it, and a second device with a service business system (e.g., a lounge management system) deployed on it and connected in communication with it.

[0035] Exemplarily, the first device can be a terminal device or a server, and the second device can be a server.

[0036] The first device can be a terminal device 100, and the second device can be a server 101. The application environment further includes a database system 103 in communication connection with the second device.

[0037] The terminal device 100 has a group client of an application program 102 supporting a group customer service management function. The client respectively provides an interactive interface for a group customer and a service party user. The group customer can present a service voucher and check a state through the interactive interface. The service party user can check and cancel the service voucher through the interactive interface, and visually display and manage group customer data. The interactive interface supports flexible configuration and display of product information, including input and modification of product names, prices, and available stations, and can display customized product content and prices in real time according to a customer agreement. The service party user can initiate a service voucher generation application, perform batch approval operations, query cancellation records, and export consumption data through the interface, and realize visual management and control of the whole process of the group customer.

[0038] The group customer service management function client is used to provide a service management operation interface for the service party user. The form of the interface can be a world wide web (Web) page accessed through a browser or a native application program that needs to be downloaded and installed. The terminal is a user equipment (UE), and types of the terminal include, but are not limited to, a smart phone, a tablet computer, a notebook computer, a desktop computer, an internet of things (IoT) terminal, and a vehicle to everything (V2X) terminal. The terminal accesses a network through a wireless air interface, has a bearing capacity of voice service, data transmission service, and multimedia service, and can realize direct communication between different terminals based on device to device (D2D) direct connection technology or V2X technology.

[0039] In yet another example, the group customer service management method provided by the present application can be applied in the server 101. The server 101 runs an application program 102 supporting the group customer service management function. The program is responsible for processing the requests sent by the group customer terminal, and based on the distributed architecture and the multi-engine cooperative mechanism, performs the core logic of storing the group customer and product information, generating and approving the service voucher, checking and executing the cancellation process, and recording and managing the cancellation data. The server 101 supports high-concurrency request processing and real-time data interaction, and can synchronize data and deliver cancellation instructions with the service business system (such as the lounge management system) through a standard interface, to ensure the real-time and consistency of the cancellation process. In an optional embodiment, the terminal device 100 and the server 101 can be connected with each other through a wired or wireless network.

[0040] The server 101 includes a first memory and a first processor. The first memory stores a group customer service management program; the group customer service management program is called and executed by the first processor to implement the group customer service management method provided by the present application. The first memory can include but is not limited to the following: random access memory (RAM), read only memory (ROM), programmable read only memory (PROM), erasable programmable read only memory (EPROM), and electric erasable programmable read only memory (EEPROM). The first processor can be composed of one or more integrated circuit chips. Optionally, the first processor can be a general-purpose processor, such as a central processing unit (CPU) or a network processor (NP). Optionally, the first processor can implement the group customer service management method provided by the present application by running a program or code. In addition, the server 101 can also include a message middleware, a cache component, and a service registration and discovery component, to support asynchronous communication, performance optimization, and elastic expansion of the system in a high-concurrency scenario.

[0041] The database system 103 is deployed on a dedicated server, and is used to store business data such as group customer information, customized product information, service vouchers, approval processes, cancellation records, and operation logs. It can be a relational database such as OceanBase, MySQL, PostgreSQL, or Oracle, or a NoSQL database such as MongoDB according to data characteristics and access requirements.

[0042] The embodiment of the application also provides a group customer service management system, which can be arranged on a server, as shown in the figure. Figure 2 The group customer service management system 200 can include a group customer service management platform front end 201, a group customer service management platform back end 202, a service business system back end 203 and a database system 204.

[0043] The group customer service management platform front end 201 is used to provide an interactive interface, support customer information input, product information input, verification application, verification operation, data query and export and the like. Its technical implementation can be developed based on a front end framework (such as Thymeleaf) and run on a PC browser and the like display layer.

[0044] The group customer service management platform back end 202 is a core business processing unit arranged on a technical platform and infrastructure, which realizes business logic through the collaborative work of multiple dedicated engines in the service layer and the business layer. It includes an information management engine 2021, a voucher management engine 2022, a verification management engine 2023, an approval management engine 2024, a Web service engine 2025, a Rest service engine 2026 and a message middleware 2027.

[0045] The back end 202 is constructed and deployed in a layered architecture. Its infrastructure layer can be implemented based on a cloud platform virtual machine. The technical platform layer contains distributed cache (such as Redis), service registry center (such as Nacos) and the like components. The middle layer provides shared business capabilities. The service layer and the business layer carry the core business logic of group customer management, which can be implemented using a SpringBoot framework and the like. The gateway layer (such as through load balancing SLB) handles request routing. The access layer and the front end layer jointly serve the interactive interface of the end user.

[0046] The information management engine 2021 is used to manage customer information, product information and service resource usage information. It supports flexible configuration of service products, including product name, price, available stations, rest room range and the like, and supports setting different prices for different customers for the same service. Multi-dimensional compliance and consistency checks are performed during data input. Information such as customer consumption records, balance changes, verification records, work order history and the like is recorded and maintained, providing data support for settlement and data analysis.

[0047] The voucher management engine 2022 is used to uniformly manage service vouchers. It processes service voucher generation applications and transfers the applications to the approval management engine 2024, generates corresponding vouchers according to the approval results. It supports the creation, distribution, feedback and invalidation of service vouchers in the form of two-dimensional codes, coupon codes or service work orders, realizing the whole life cycle management thereof.

[0048] Vouch management engine 2023: Through the Rest service engine 2026, the service business system backend 203 is connected, the service resource data (such as the state of the station and the rest room) is obtained in real time, the automatic checking and vouching of the service voucher are realized. When vouching, the balance of the customer, the actual use of the station and the rest room ID are checked whether they meet the product rules. At the same time, manual vouching is supported for non-rest room products or services that are not connected to the system.

[0049] Approval management engine 2024: responsible for the approval process control of the application for generating service vouchers. Support senior administrators to conduct single or batch approval, and record the approval user and the approval time.

[0050] Web service engine 2025: as the core interaction channel of the system and the front end, it carries the Web application service, and provides complete business logic interaction and data service for the group customer service management platform front end 201.

[0051] Rest service engine 2026: as the standardized integration interface of the system, it provides standardized Restful API for the service business system backend 203, realizes real-time data exchange and business vouching instruction synchronization between the external system such as the rest room management system.

[0052] Message middleware 2027: used for processing asynchronous communication between engines in the system, improving the reliability and scalability of the system when processing high concurrency requests (such as batch generation of vouchers, centralized vouching). It can include Redis 20271 for caching hot data (such as voucher state, product rules), Nacos 20272 for service registration and discovery, and Apache 20273 as a Web server proxy and other components.

[0053] Service business system backend 203: used to provide real-time service resource information to the group customer service management platform backend 202, receive and execute vouching instructions and results. Including but not limited to rest room management system, airport pick-up and drop-off service system, luggage consignment management system.

[0054] Database system 204: used for storing all business data, including customer information, product information, service vouchers, approval information, service voucher vouching records, etc. Through the use of distributed database architecture, it supports reliable storage and efficient access of massive customer data and high-frequency transaction records.

[0055] In combination with the above group customer service management system, Figure 3 A flowchart of a group customer service management method provided by an embodiment of the present application is shown. As shown in Figure 3 The group customer service management method provided by the present application can be realized by the first device described above, and specifically includes the following steps S300-S303.

[0056] S300, obtain group customer information and product information handled by the group customer.

[0057] When the group customer pre-handles the customized service product, the service party user associates the product information handled by the group customer with the group customer information, and enters the group customer service management platform. The group customer information includes customer name, contract data, payment data, etc.

[0058] The product information includes product feature information and product use rules, and the product use rules are used to define the conditions required to apply the product.

[0059] The product feature information includes the product name handled by the group customer, for example, the product name can be lounge service, airport pick-up service, luggage shipping weight limit, etc. The product feature information also includes product unit price, total number of product purchases or total resource amount. In order to support customer data and high-frequency transactions, product name, product price and other data are stored in a distributed database system after multi-dimensional data compliance and consistency verification. The system can be expanded in a way of data horizontal sharding, read-write separation and combination of distributed cache, so as to completely customize according to customer purchase demand, and the same service can also customize product and price for different customers.

[0060] The product use rule is used to define the core conditions required for product use, which specifically includes but is not limited to: the service site range to which the product can be applied, the use start and end date of the product, the remaining number of uses or the remaining resource amount of the product, and the range of customer members in the group customer who can use the product.

[0061] S301, generating service voucher according to product information.

[0062] When the group customer handles the service product, the group customer service management platform generates a service voucher according to the product information. The service voucher is the carrier and basis for the digitalization and cancellation of service use rights. It carries the permission information for redeeming services. The service voucher is an electronic voucher, and its form includes a two-dimensional code, a coupon code, and a service work order.

[0063] S302, sending service voucher to client.

[0064] After the group customer service management platform generates the service voucher, it actively sends it to the client of the corresponding customer member of the group customer, so as to facilitate its presentation and cancellation when applying the product.

[0065] S303, receiving and responding to service use requests, updating service resource use information associated with the service voucher.

[0066] The service usage request includes a service voucher. When a client member of the group client uses the service product applied for, a service usage request including a service voucher is initiated. The server receives and responds to the service usage request, and updates the service resource usage information associated with the service voucher. This updating process can be referred to as the service party user canceling the service voucher.

[0067] In the canceling process, the service voucher is verified, and the service resource usage information of the product associated with the group client is updated. The group client service management platform reduces the remaining service times or the remaining resource quota defined in the product information associated with the service voucher according to the product information corresponding to the service configuration in real time. When the server performs the updating operation, the corresponding service resource usage information of the service voucher in the database is located, and the service resource usage information is modified, for example, the remaining service times are reduced by the number of times used in this canceling, or the remaining resource quota is reduced by the amount of resource used in this time. When the remaining service times are once or the remaining resource quota just completes this canceling, the group client service management platform will directly cancel the service voucher after completing the canceling. The canceling operation includes marking the state of the service voucher as canceled or invalid, and prohibiting the voucher from being used to initiate a service usage request again.

[0068] In one example, a group client purchases a lounge product with a remaining usage number of 3 times. When a client member of the group client initiates a service call and submits a corresponding service voucher, the server receives the service voucher, and reduces the remaining usage number of the product to 2 times (since the remaining number of times does not reach the canceling condition, the service voucher remains valid). When the client member initiates a service call for the third time and completes the canceling, the remaining usage number of the product becomes 0, and the platform cancels the service voucher immediately, which cannot be used again in the future.

[0069] In another example, a group client opens a traffic package product with a remaining resource quota of 10 GB. A branch company of the group client submits a service voucher to apply for 5 GB of traffic usage. After the platform verifies and approves, the corresponding quota is reduced, the remaining resource quota is updated to 5 GB, and the service voucher remains valid. If the branch company submits the voucher again to apply for 5 GB of traffic canceling in the future, the platform will directly cancel the service voucher after completing the quota reduction (the remaining quota is 0), so as to avoid repeated use.

[0070] In the embodiments of the present application, the group customer and product information containing product features and use rules are acquired, and a service voucher is generated and sent to the client based on the information, and then the service resource use information associated with the voucher is updated according to the service use request carrying the voucher. The process effectively connects the customer information, product rules and service use links. The product use rules clearly define the prerequisite conditions for service application, so that the generation and cancellation of the voucher can be executed under unified standard rules, thereby improving the standardization and consistency of service management. At the same time, the whole process from generation to use and update of the voucher can be tracked, forming a service whole-process management, and enhancing the controllability of service business processing.

[0071] In an embodiment, S303 can include: S3031, receiving and responding to a service use request, acquiring service resource information.

[0072] The service resource information is information describing the real-time available state of the service resources of the service site, which ensures that the service voucher can be correctly cancelled in the case that the resources are available. After receiving the service use request, the group customer service management platform acquires the service resource information in real time by calling the data interface of the service business system (for example, the lounge service system). For example, the service resource information is service information of the service site, indicating which service site is available.

[0073] For the service site not covered by the service business system, the service site service provider user can manually maintain the service resource information of the service site in the client management interface of the group customer service management platform, including adding service resource information, modifying service resource information, and disabling service resource information, to ensure that the authorization service site is correctly cancelled.

[0074] S3032, updating the service resource use information associated with the service voucher in the case that the service resource information indicates that the service resource is available.

[0075] The service resource information indicating that the service resource is available is a prerequisite condition for performing the update. After receiving the service resource information, the group customer service management platform compares the required service resource in the request with the currently acquired service resource information. Only when the service site exists in the authorized list of the product information and the current service resource information is sufficient, the cancellation operation can be performed, and the service resource use information associated with the service voucher is updated. If the site is not authorized or the service resource data shows that it is not available, the cancellation request will be rejected.

[0076] For the two-dimensional code voucher, when the group customer member presents the two-dimensional code at a service site (such as a lounge), the platform checks whether the remaining balance of the customer meets the cancellation standard and checks whether the actual used site and service point identifier meet the product rules. If the check passes, the cancellation details are recorded and the remaining resources are updated to update the service resource usage information. If the check fails, the cancellation is rejected and the specific reason is returned to the service business system.

[0077] For the coupon code, its structure can be composed of multiple digits, for example, 13 digits. The coupon code can be generated one by one corresponding to the two-dimensional code. When the coupon code is generated, a unique two-dimensional code corresponding to the coupon code is also generated. The coupon code can also be used alone and cancelled. When the group customer member needs to use the service, the coupon code can be presented to the service site staff or directly input. After the platform receives the coupon code, it first checks the validity of the coupon code, and then checks whether the corresponding group customer remaining balance or times meet the cancellation standard. If all checks pass, the platform records the cancellation details and updates the remaining resource usage information of the associated product. After the cancellation is successful, the coupon code state is marked as used, and if the coupon code is bound to a corresponding two-dimensional code, the corresponding two-dimensional code state is updated synchronously after the cancellation is successful. If the check fails, the cancellation is rejected, and the specific reason is prompted on the cancellation terminal or interface.

[0078] For the service order, its creation is operated by the service side user on the platform, and the customer, service content, flight, etc. information is input and assigned to the designated order taker. The order taker feeds back the order after completing the service. If the customer's remaining balance meets the cancellation standard, it is counted into the consumption record and the service resource usage information is updated by deducting the corresponding resources. If the customer's balance is insufficient, the order taker can cancel the order, and the cancelled order is not counted into the consumption record.

[0079] In the embodiment of the application, when the service usage request is received, the current service resource information is first obtained, and only when the resource meets the condition, the service resource usage information associated with the service voucher is updated. This resource checking mechanism ensures that each service usage is based on the actual available resources, avoiding service failure or disorder due to insufficient or conflicting resources, thereby improving the reliability and accuracy of service execution.

[0080] In an embodiment, the group customer service management method can further include: S304, obtaining first indication information, the first indication information being used to indicate generation of a service voucher.

[0081] The first indication information is instruction information generated after the application for generating a service voucher is approved, and the generation of the service voucher is approved.

[0082] When the group customer handles the service product, the group customer service management platform receives the application for generating the service voucher for the group customer. The approval user with the management right will review the application for generating the service voucher on the group customer service management platform. After the approval is completed, the group customer service management platform will record the approval user and the approval time. The approval user can query the approval situation of the service voucher application through the group customer service management platform. The object of the approval is the group customer as a whole with an independent customer data as a carrier. The approval passing means that the group customer as a whole corresponding to the customer data obtains the right to generate the corresponding service voucher. If it is necessary to distinguish and manage different use members or sub-departments in the same group organization, multiple independent customer data are created and distinguished in the platform.

[0083] After the approval passing, the first indication information generated by the platform is used to indicate the generation of the service voucher. The service party user can select the type of the generated service voucher according to the first indication information and the actual service scene. If the service is of a standardized type (such as a lounge service), a two-dimensional code or a coupon code voucher for automatic verification is generated. The service voucher can also be a service work order, which is a digital task document for initiating, distributing and recording complex services or guarantee tasks that need human intervention, such as airport pick-up and luggage assistance.

[0084] For the group customer whose approval has passed, the service party user can flexibly select the form of the generated service voucher according to the specific nature of the provided service. If the service is of a standardized type, a two-dimensional code or a coupon code is generated according to the first indication information. If the service needs to be delivered manually, a service work order can also be generated.

[0085] For the customer whose approval has not passed, the first indication information generated by the platform indicates the generation of the service work order. In this case, the group customer service management platform will prohibit the generation of the two-dimensional code or the coupon code voucher, but still allow the generation of the service work order, so as to guarantee the emergency or necessary service while effectively controlling the risk of resource abuse through manual review of each work order.

[0086] The service party user can also set the verification number of the verification voucher according to the actual agreement or the customer use habit, for example, generate a two-dimensional code that can be verified once or multiple times. The corresponding service content and price of all generated verification vouchers and service work orders are strictly generated according to the product information customized by the customer.

[0087] In the embodiment of the application, before the service voucher is generated, the explicit generation indication information is obtained. The voucher generation becomes a controlled triggered operation, which is connected with the application, approval and other process nodes, so as to prevent the misgeneration or unauthorized generation of the voucher, thereby improving the security of the business operation and enhancing the standardization of the process.

[0088] In an embodiment, the group customer service management method can further include: S305, recording service resource usage information associated with the service voucher.

[0089] The service resource usage information refers to detailed operation data generated during the service voucher is cancelled, reflecting the actual service delivery. After each cancellation operation is completed, the group customer service management platform automatically records the service resource usage information. For two-dimensional code and coupon code vouchers, the service resource usage information includes voucher number, product name, cancellation time, service site, and group customer member cancelled, etc. For service work orders, the service resource usage information further includes work order status, order person, order person, etc.

[0090] S306, according to the service resource usage information associated with the service voucher, analyzing the service usage characteristics of the group customer.

[0091] The service usage characteristics refer to the conclusion data used to describe the group customer service consumption mode and habits after statistical, aggregation and correlation analysis based on the service resource usage information.

[0092] The group customer service management platform can perform real-time statistical analysis on the service resource usage information according to the customer name, time range, voucher number and other query conditions, and generate corresponding service usage characteristic data. These characteristic data will be displayed in the customer management interface, and the display content is directly composed of the analysis results of the service resource usage information, including: the total number of service vouchers generated by the customer, the associated product name and total amount, and the number of cancelled vouchers, the customer's consumption cycle, preferred product type, high-frequency use station, etc.

[0093] In the embodiment of the application, the service resource usage information of each service voucher update is recorded, and the service usage characteristics of the group customer are analyzed based on these data. The service usage data is collected to form a traceable data basis. Further, the service consumption mode, preference and frequency characteristics of the customer are analyzed, which provides real and quantitative basis for service optimization, product adjustment and customer relationship maintenance, so as to adjust the group customer service management strategy.

[0094] Next, combined with a specific example, taking 100 times of group customer lounge service as an example, the group customer service management method of the application is further introduced, Figure 4 The flowchart of a group customer lounge service management method is shown in Figure 4 As shown in S400, the group customer handles service products.

[0095] The group customer selects and purchases 100 times of the rest room service through the service user root. During the process, the group customer service management platform receives and records the intention, and triggers the subsequent information input process.

[0096] S401, the group customer service management platform acquires group customer information and product information.

[0097] The service user first inputs the group customer information and product information according to the agreement signed by the group customer and the corresponding service plan. The group customer information includes customer name, contract data, and payment data. The product information includes product characteristic information and use rules. The product characteristic information includes product name (rest room service), product unit price, and product purchase quantity (100 times). The use rules include available service sites or available rest room ranges. The payment data, product unit price, and product purchase quantity are used to verify customer consumption and avoid overdraft balance. The product and product unit price can be customized according to purchase demand.

[0098] The use rules are used to verify whether the rest room service meets the specifications during use. During product information input, the service site used by the rest room service is a mandatory field, which is used as a verification basis for rest room service verification. The rest room identity document (ID) is a non-mandatory field, but when the service user fills in the ID range of the rest room, the product must be verified within the specified rest room range.

[0099] S402, the service user initiates a service voucher generation application.

[0100] After the information input is completed, the service user submits an application for generating a service voucher through the operation interface of the group customer service management platform for the group customer.

[0101] S403, the approval user audits the generation of the service voucher application and generates first instruction information.

[0102] After the group customer processes the service product, the service user submits an application for generating a service voucher through the group customer service management platform. The approval user with management authority audits the application, and generates first instruction information for indicating that the service voucher is allowed to be generated after the audit is passed. After the approval is completed, the platform records the approval user and the approval time, and the approval state can be queried. If the approval is not passed, the platform will prohibit the generation of a two-dimensional code voucher, but allow the generation of a service work order, so as to control the resource use risk while ensuring necessary services.

[0103] S404, the group customer service management platform generates a service voucher.

[0104] After obtaining the first indication information, the platform generates a service voucher according to the product information. The service voucher is an electronic voucher, including a two-dimensional code, a coupon code, or a service work order, which is used to carry the service use right and the basis for cancellation. If the audit is not passed, the two-dimensional code type voucher is prohibited from being generated, and only the service work order is allowed to be generated.

[0105] S405, the group customer member initiates a service use request.

[0106] When the customer member of the group customer needs to use, the service voucher is presented through the client. The service provider user initiates a service use request by scanning the voucher, inputting the voucher, or receiving the service work order through the cancellation terminal. The platform receives the service use request from the cancellation terminal or the client, and the request contains the service voucher information to be cancelled.

[0107] S406, the group customer service management platform obtains service resource information.

[0108] The group customer service management platform calls the data interface of the rest room management system to obtain the service site and rest room ID, name and other data that are being used in real time, which is used for service voucher cancellation and cancellation verification of rest room service. For service sites that are not connected to the system, the service provider user can manually maintain the service resource information of the site on the platform, including adding, modifying, disabling, etc., to ensure that the cancellation process can proceed normally.

[0109] S407, the service provider user cancels the service voucher.

[0110] When the group customer uses the two-dimensional code for cancellation, the group customer service platform verifies whether the remaining balance of the customer meets the cancellation standard, and whether the actual rest room station and ID meet the product requirements. If the verification is passed, the real-time cancellation data such as customer name, cancellation time, actual use station, rest room ID, etc. are recorded, and the service resource use information associated with the service voucher is updated, and the remaining use times are deducted. If the verification is not passed, the cancellation is refused, and the specific reason for the cancellation is returned to the rest room management system.

[0111] When the group customer uses the coupon code for cancellation, the service provider user inputs the coupon code on the platform interface of the cancellation terminal. After the platform receives it, it first verifies the validity of the coupon code, and then verifies whether the corresponding group customer's remaining balance meets the cancellation standard, and whether the rest room ID meets the product use rules. If the verification is passed, the cancellation details are recorded and the service resource use information is updated, the remaining use times are deducted, and the state of the coupon code is marked as used. If the coupon code is bound to a corresponding two-dimensional code, the state of the two-dimensional code is updated synchronously. If the verification is not passed, the cancellation is refused and the specific reason is prompted.

[0112] When a group customer uses a service ticket for reimbursement, if the customer's remaining credit limit meets the reimbursement criteria, it will be recorded in the customer's consumption record, and the service resource usage information associated with the service voucher will be updated, deducting the remaining usage attempts. If the customer does not need coverage or the remaining credit limit does not meet the reimbursement criteria, the person who created the ticket can cancel the ticket. Cancelled service tickets will not be recorded in the consumption record.

[0113] S408, The Group Customer Service Management Platform records information on the use of service resources.

[0114] After QR code and coupon code verification, the platform automatically records service resource usage information. For service orders, it also records the order status (completed or cancelled), the person who created the order, the person who accepted the order, and the service content. This data can be used for subsequent querying, statistics, and analysis. The platform supports analyzing service resource usage information based on customer, time, product, and other conditions to generate service usage characteristic data, such as consumption cycle, preferred products, and frequently used locations, providing a basis for service optimization and customer management. The platform also synchronizes the remaining number of uses or credit to the customer's account in real time and automatically cancels the voucher when the number of uses is exhausted, completing closed-loop management of the service lifecycle.

[0115] This application embodiment can divide the group customer service management device into functional modules according to the above method example. For example, each function can be divided into a separate functional module, or two or more functions can be integrated into one processing module. The integrated module can be implemented in hardware or as a software functional module. Optionally, the module division in this application embodiment is illustrative and only represents one logical functional division; other division methods may be used in actual implementation.

[0116] In some embodiments, this application also provides a group customer service management device. This group customer service management device may include one or more functional modules for implementing the group customer service management method of the above method embodiments.

[0117] For example, Figure 5 This is a schematic diagram illustrating the composition of a group customer service management device provided in an embodiment of this application. Figure 5 As shown, the group customer service management device 500 includes: an acquisition module 501, a generation module 502, a sending module 503, and an update module 504.

[0118] The acquisition module 501 is used to acquire group customer information and product information handled by group customers. The product information includes product feature information and product usage rules. The product usage rules are used to define the conditions that the application product needs to meet.

[0119] The generation module 502 is used to generate service vouchers based on product information.

[0120] The sending module 503 is configured to send the service credential to the client.

[0121] The updating module 504 is configured to update the service resource usage information associated with the service credential in response to a service usage request, the service usage request comprising the service credential.

[0122] In an embodiment, the updating module 504 is further configured to acquire the service resource information in response to the service usage request.

[0123] The service resource usage information associated with the service credential is updated when the service resource information indicates that the service resource is available.

[0124] In an embodiment, the acquiring module 501 is further configured to acquire first indication information before generating the service credential according to the product information, the first indication information being used to indicate the generation of the service credential.

[0125] In an embodiment, the updating module 504 is further configured to record the service resource usage information associated with the service credential.

[0126] The service usage characteristics of the group customer are analyzed according to the service resource usage information associated with the service credential.

[0127] In the case of implementing the functions of the above-mentioned integrated modules in the form of hardware, the embodiments of the present application provide a possible component diagram of the electronic device involved in the above-mentioned embodiments. As shown in the figure, the electronic device 600 comprises a processor 602, a communication interface 603 and a bus 604. Optionally, the electronic device 600 can further comprise a memory 601. Figure 6

[0128] The processor 602 can be various exemplary logical blocks, modules and circuits described in combination with the disclosure of the present application. The processor 602 can be a central processing unit, a general purpose processor, a digital signal processor, an application specific integrated circuit, a field programmable gate array or other programmable logic device, a transistor logic device, a hardware component or any combination thereof. It can implement or execute various exemplary logical blocks, modules and circuits described in combination with the disclosure of the present application. The processor 602 can also be a combination of computing functions, such as one or more microprocessor combinations, combinations of DSP and microprocessor, etc.

[0129] The communication interface 603 is configured to connect with other devices through a communication network. The communication network can be Ethernet, wireless access network, wireless local area network (WLAN) and the like.

[0130] ​The memory 601 can be a read-only memory (ROM) or other type of static storage device that can store static information and instructions, a random access memory (RAM) or other type of dynamic storage device that can store information and instructions, an electrically erasable programmable read-only memory (EEPROM), a magnetic disk storage medium or other magnetic storage device, or any other medium that can be used to carry or store desired program code in the form of instructions or data structures and that can be accessed by a computer, but is not limited to this.

[0131] As a possible implementation, the memory 601 can exist independently of the processor 602, and the memory 601 can be connected to the processor 602 through the bus 604 for storing instructions or program codes. When the processor 602 invokes and executes the instructions or program codes stored in the memory 601, the group customer service management method provided by the embodiments of the present application can be implemented.

[0132] In another possible implementation, the memory 601 can also be integrated with the processor 602.

[0133] The bus 604 can be an extended industry standard architecture (EISA) bus or the like. The bus 604 can be divided into an address bus, a data bus, a control bus, and the like. For the sake of convenience and brevity, Figure 6 In the figure, only one thick line is used to represent the bus, but it does not mean that there is only one bus or only one type of bus.

[0134] Through the above description of the embodiments, those skilled in the art can clearly understand that, for the convenience and brevity of description, only the above division of functional modules is taken as an example for illustration, and in actual application, the above functions can be completed by different functional modules according to needs, that is, the internal structure of the service calling device is divided into different functional modules to complete all or part of the functions described above.

[0135] The embodiments of the present application further provide a computer readable storage medium. All or part of the processes in the above method embodiments can be instructed by computer instructions to complete by relevant hardware, and the program can be stored in the computer readable storage medium. When the program is executed, the program can include the processes of the above method embodiments. The computer readable storage medium can be the memory of any of the above embodiments. The computer readable storage medium can also be an external storage device of the service calling device, such as a plug-in hard disk, a smart media card (SMC), a secure digital (SD) card, a flash card, etc. Further, the computer readable storage medium can include both an internal storage unit of the service calling device and an external storage device. The computer readable storage medium is used to store the computer program and other programs and data required by the service calling device. The computer readable storage medium can also be used to temporarily store data that has been output or will be output.

[0136] The embodiments of the present application further provide a computer instruction. All or part of the processes in the above method embodiments can be instructed by the computer instruction to complete by relevant hardware (such as a computer, a processor, a network device, and a terminal, etc.). The program can be stored in the computer readable storage medium.

[0137] The embodiments of the present application further provide a computer program product, when it is run on a computer, so that the above method embodiments are executed.

[0138] The embodiments of the present application further provide a chip system. The chip system can be composed of a chip, or can include a chip and other discrete devices, which are not limited. The chip system includes a processor and a transceiver. All or part of the processes in the above method embodiments can be completed by the chip system, such as the chip system can be used to realize the functions performed by the network device or the terminal in the above method embodiments.

[0139] In a possible design, the chip system further includes a memory, and the memory is used to save program instructions and / or data. When the chip system is running, the processor executes the program instructions stored in the memory, so that the chip system performs the functions performed by the network device or the terminal in the above method embodiments.

[0140] The above is only a specific implementation of the present application, but the protection scope of the present application is not limited to this. Any change or replacement within the technical scope disclosed in the present application should be covered in the protection scope of the present application. Therefore, the protection scope of the present application should be subject to the protection scope of the claims.

Claims

1. A group customer service management method, characterized in that, include: Obtain corporate customer information and product information processed by corporate customers. The product information includes product feature information and product usage rules. The product usage rules are used to define the conditions that the application products need to meet. Generate a service voucher based on the product information; Send the service credentials to the client; Receive and respond to a service usage request, and update the service resource usage information associated with the service credential, wherein the service usage request includes the service credential.

2. The method according to claim 1, characterized in that, The step of receiving and responding to a service usage request and updating the service resource usage information associated with the service credential includes: Receive and respond to service usage requests, and obtain service resource information; If the service resource information indicates that the service resource is available, update the service resource usage information associated with the service credential.

3. The method according to claim 1, characterized in that, Before generating a service voucher based on the product information, the method further includes: Obtain first instruction information, which is used to instruct the generation of the service credential.

4. The method according to claim 1, characterized in that, The method further includes: Record the service resource usage information associated with the service credential; Based on the service resource usage information associated with the service credentials, analyze the service usage characteristics of the group customer.

5. A group customer service management device, characterized in that, include: The acquisition module acquires group customer information and product information processed by group customers. The product information includes product feature information and product usage rules. The product usage rules are used to define the conditions that the application product needs to meet. The generation module is used to generate service vouchers based on the product information; The sending module is used to send the service credentials to the client; An update module is used to receive and respond to a service usage request, and update the service resource usage information associated with the service credential, wherein the service usage request includes the service credential.

6. An electronic device, characterized in that, It includes a processor and a memory, the processor being coupled to the memory; the memory is used to store computer instructions, which are loaded and executed by the processor to enable the computer device to implement the group customer service management method as described in any one of claims 1 to 4.

7. A computer-readable storage medium, characterized in that, The computer-readable storage medium includes computer-executable instructions that, when executed on a computer, cause the computer to perform the group customer service management method according to any one of claims 1 to 4.

8. A computer program product, characterized in that, The computer program product includes a computer program that, when run on an electronic device, causes the electronic device to perform the group customer service management method as described in any one of claims 1 to 4.

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