System and method for integrating telecommunications customer services and their utilization resources

Abstract

A system and a method for integrating telecommunications customer services and their utilization resources are provided, which are intended for constructing an ecosystem for data integration and sharing to realize data exchange and operation synergy among multiple systems. By means of vertical and horizontal interconnected ecological structure and inter-system collaboration and interaction, the present invention provides automation and informatization of operation and maintenance functions to achieve comprehensive management of service information and resources, thus enabling the system to respond quickly to customer requirements, improve service quality and operational efficiency, and facilitate the sustainable development of the entire ecosystem.

Description

[Technical Field]

[0001] This invention relates to a telecommunications customer service and resource integration system and method, including telecommunications customer service resource management, information system integration, customer relationship information management, data integration and sharing, system process management, customized data application, and external system interface design and integration. This invention aims to construct a data-integrated, shared, and mutually beneficial ecosystem, promoting data exchange and business collaboration among multiple systems, thereby improving service quality and operational efficiency. [Previous Technology]

[0002] Traditional customer relationship management systems typically handle customer relationships, service provision, and service quality assurance in a decentralized or independent manner. These three main areas are handled separately, with specific functions and operations mostly performed in a semi-manual or semi-automated manner, lacking overall management and information integration. For example, some systems only provide customer information management functions, while others focus on service provision and troubleshooting. However, this decentralized approach can lead to problems such as data redundancy, inconsistencies in information, and operational complexity.

[0003] It is evident that the above-mentioned conventional methods still have many shortcomings and are not a good design, and urgently need to be improved. [Summary of the Invention]

[0004] The purpose of this invention is to provide a telecommunications customer service and resource integration system with an interconnected ecosystem, constructing a data-integrated, shared, and mutually beneficial ecosystem. Through this system, data exchange and business collaboration between multiple systems are realized to promote information flow, business collaboration efficiency, and optimal resource utilization.

[0005] To achieve the aforementioned objectives, this invention proposes a method and system for integrating telecommunications customer service and usage resources within an interconnected ecosystem. The system includes: a personnel management module for managing information on telecommunications customers and system users, including enterprise customers, account managers, project managers, planning personnel, customer network personnel, customer service personnel, maintenance personnel, repair personnel, and quality assurance personnel; a service resource management module for managing service and network information used by telecommunications customers and synchronizing with service resources; a process management module for integrating personnel, service, and network information and managing various functional processes to ensure smooth system operation; a webpage function module for providing customized data integration and after-sales service application operations; and an after-sales service application module for providing customized information management functions, including querying, labeling, and push notifications, to meet the specific needs of system users. The combination of the aforementioned modules enables the interconnection and storage of customized heterogeneous data in a service master database to support related after-sales service applications.

[0006] In one embodiment, the personnel management module is used for information synchronization and connection between enterprise customers and system users. Various modules, such as a bulk data import module, a data maintenance and integration module, and a data synchronization module, are used to obtain and synchronize various personnel information to ensure data timeliness. In addition, the after-sales service application module includes various data maintenance and integration modules and customized data management modules to achieve functions such as information management and data push.

[0007] In one embodiment, the present invention provides a telecommunications customer service and resource integration system, including a personnel management module, a service resource management module, a service master database, a process management module, a web page function module, and an after-sales service application module. The personnel management module is used to obtain basic information of users of the telecommunications customer service and resource integration system, supervisor approval level information, and information on various personnel. The service resource management module is used to obtain service usage information and network resource usage information of telecommunications customers from the service acceptance system and service resource supply system. The service master database is used to store various types of data, wherein the various types of data include at least one portion of the user's basic information, supervisor approval level information, information on various personnel, and the telecommunications customer's service usage information and network resource usage information. The process management module is used to integrate the various types of data, combine the various types of data and various processes, and coordinate the interaction between users, various personnel, and network resources. This web page function module is used to provide application operation and the integration of various data through a web page interface, wherein the various data are used for after-sales service applications. This after-sales service application module is used to perform the after-sales service application.

[0008] In another embodiment, the present invention provides a method for integrating telecommunications customer service and usage resources, comprising: extracting telecommunications service and resource data from a plurality of different modules; analyzing and comparing the data to identify key information in the data, and then integrating the analyzed data with various personnel; and using the integrated data for after-sales service applications, wherein the after-sales service applications include parceling, querying, labeling, and push notifications based on the integrated data.

[0009] Overall, the systems and methods of the present invention aim to provide better customer service, improve operational efficiency, and promote the sustainable development of the entire ecosystem. The core objective is to provide customers with a better service experience and to continuously improve and increase customer satisfaction. [Simplified Explanation of the Diagram]

[0072] Figure 1 is a schematic diagram of a telecommunications customer service and resource integration system according to the present invention.

[0073] Figure 2 is a schematic diagram of the system architecture of a telecommunications customer service and resource integration system according to the present invention.

[0074] Figure 3 is a schematic diagram of a data integration and sharing ecosystem of a telecommunications customer service and usage resource integration system according to the present invention.

[0075] Figure 4 is a flowchart illustrating the application of active and passive quality assurance and fault investigation in one embodiment of a telecommunications customer service and resource integration method of the present invention.

[0076] Figure 5 is a schematic diagram of the circuit abnormality freezing process in one embodiment of a telecommunications customer service and resource integration method of the present invention.

[0077] Figure 6 is a schematic diagram of the data integration and sharing process in one embodiment of a telecommunications customer service and resource integration method of the present invention.

Implementation Method

[0010] The main objective of this invention is to provide a system and method for integrating telecommunications customer service and resource usage. By integrating telecommunications fixed-line network installation-related data onto a single platform, this system assists account managers and maintenance personnel in managing their key concerns and functions from a customer service perspective. The system connects business support systems (BSS), operational support systems (OSS), and other systems, providing design and configuration functions, as well as integrating customer circuit installation progress tracking and after-sales quality assurance monitoring data. This enables customer service and maintenance teams to effectively manage customer service processes, installation progress, and quality assurance monitoring, thereby improving service quality and efficiency, and promoting the coordination and optimization of overall business operations.

[0011] Please refer to Figure 1, which is a system schematic diagram of a telecommunications customer service and resource integration system according to the present invention. The arrows in Figure 1 illustrate the communication connection relationships between each system and each module.

[0012] As shown in Figure 1, in this embodiment, the telecommunications customer service and resource integration system 1 can receive pre-sales or sales data. For example, system 1 can receive sales data such as customer level from service acceptance system 2. System 1 can receive sales data such as customer service and resource usage from service resource supply system 3. System 1 can receive pre-sales, sales, and after-sales data such as customer managers, project managers, and customer associations from enterprise customer relationship management system 5. System 1 will also receive various related personnel data such as telecommunications customers and system users from person 4. System 1 will integrate and associate these personnel, services, and resources to carry out various after-sales service applications.

[0013] In one embodiment, the telecommunications customer service and resource integration system 1 of the present invention includes a service resource management module 11, a process management module 12, a personnel management module 13, a web page function module 14, an after-sales service application module 15, and a service master database 16.

[0014] Service acceptance system 2 is a system that can accept customers' telecommunications service applications, including applications for local telephone, information and communications technology (ICT), broadband and leased line services, etc. The telecommunications customer service and usage resource integration system and method of the present invention can provide after-sales service application functions for these products.

[0015] The service resource supply system 3 is mainly for setting up and activating telecommunications customer service and network resources for the above-mentioned services.

[0016] The 4-person system includes telecommunications customers and system users, among which system users include account managers, project managers, planning personnel, customer network personnel, customer service personnel, maintenance personnel, repair personnel, quality assurance personnel and other system users.

[0017] The Enterprise Customer Relationship Management System 5 is a customer relationship management system primarily designed to help businesses build strong customer relationships and improve customer satisfaction and loyalty. Through this system, businesses can more effectively manage interactions with customers, understand customer needs and preferences, provide personalized services and support, and continuously improve the customer experience.

[0018] The Service Resource Management Module 11 interfaces with the Service Acceptance System 2 and the Service Resource Supply and Installation System 3 to obtain the service usage data and network resource usage data of telecommunications customers. For example, the aforementioned service usage data may include the following fields: device number, service code, operating unit, service start date and time, customer code, customer type (e.g., enterprise customer or consumer customer), uplink speed, downlink speed, customer level, responsible project manager employee code, enterprise customer identification field, customer name, customer contact information, and billing type (e.g., non-fixed, fixed, or home non-fixed). As another example, the aforementioned network resource usage data may include the following fields: circuit identification code, circuit purpose, primary / backup circuit number, backup type, actual circuit user, discount code, supply method, circuit status, backup circuit annotation, and alarm contact information.

[0019] The Process Management Module 12 provides regular data synchronization and maintenance functions, as well as the integration of various heterogeneous data, including people, telecommunications customers using services and resources, and integrates information and processes to coordinate the interaction between personnel and resources, so as to achieve comprehensive management and efficient operation of service information and resources.

[0020] The Personnel Management Module 13 synchronizes personnel information and connects personnel with each other, and can obtain the supervisor approval level information of system users through the interface. The aforementioned personnel information may include: customer information, responsible project manager, client contact information, customer service personnel, customer service personnel, maintenance personnel, repair personnel, and quality assurance personnel. These personnel data come from different systems (such as the Telecommunications Customer Service and Usage Resource Integration System 1, Service Acceptance System 2, Service Resource Supply and Installation System 3, and Enterprise Customer Relationship Management System 5 shown in Figure 1), and can be linked and synchronized through the associated fields (such as customer ID) in these data. Specifically, the aforementioned linking involves linking multiple data entries from different systems that have the same associated fields.

[0021] The web page function module 14 uses a web page interface to realize customized integration of heterogeneous data requirements and can perform related after-sales service application operations. The web page function module 14 can also analyze customized integrated data, such as service and regional correlation analysis, service customer number and growth trend analysis, to provide reference for account managers or project managers and other relevant personnel.

[0022] The after-sales service application module 15 provides a way to integrate various heterogeneous data, linking telecommunications customers, system users, customer service usage, and customer network resource usage to perform various after-sales service applications, including information packages, inquiries, labeling, and push notifications. The after-sales service application module 15 can also provide a regular data synchronization and maintenance function, that is, it regularly retrieves the latest content of various related data such as the aforementioned service usage data, network resource usage data, and human data from other systems (such as the service acceptance system 2, service resource supply and installation system 3, and enterprise customer relationship management system 5 shown in Figure 1), and then stores the latest content in the service master database 16 to maintain the timeliness of the data in the service master database 16.

[0023] Please refer to Figure 2, which is a schematic diagram of the system architecture of a telecommunications customer service and resource integration system according to the present invention. The arrows in Figure 2 illustrate the communication connection relationships between the modules.

[0024] As shown in Figure 2, in this embodiment, the web page function module 14 can complete the after-sales service application function through the customer service management module 100 in the process management module 12, and complete the signing data acquisition through the signing data acquisition module 103 of the personnel management module 13 to carry out the signing process.

[0025] The customer service management module 100 in the process management module 12 realizes the various related applications of the present invention through the after-sales service application module 15, the data maintenance and integration module 104, the customized data management module 105, and the service master database 16.

[0026] The personnel management module 13 obtains basic information of system users through the data synchronization module 101, and establishes initial personnel data through the data bulk import module 102. Furthermore, it obtains the supervisor approval level information of system users through the signature data retrieval module 103, which interfaces with the human resources system. In addition, the personnel management module 13 obtains sales information, such as the personnel responsible for registering customer service information, through the service reception interface module 106. Moreover, the personnel management module 13 obtains personnel information such as account managers and project managers through the enterprise-customer relationship interface module 107.

[0027] The service resource management module 11 establishes and initializes the telecommunications customer service usage data and network resource usage data through the data import module 102, and obtains the telecommunications customer service usage data through the service supply interface module 112, and obtains the telecommunications customer network resource usage data through the network resource interface module 111.

[0028] The data from Personnel Management Module 13 being imported into Module 102 in bulk and the data from Service Resource Management Module 11 being imported into Module 102 in bulk are the same module.

[0029] The after-sales service application module 15 integrates various heterogeneous data through various related data maintenance and integration modules 104, customized data management modules 105 and service master database 16, and associates telecommunications customers, system users, telecommunications customers' use of services and customers' use of network resources to carry out various after-sales service applications, including information packages, inquiries, labeling and push notifications.

[0030] The after-sales service application module 15's various related data maintenance and integration module 104, through the personnel management module 13 and the service resource management module 11, completes the synchronous maintenance and integration of various heterogeneous data, and through the customer service management module 100, integrates information and processes to coordinate the interaction between personnel and resources. For example, through this invention, project managers can query the main and backup circuit data of the service resource supply system 3. Also, for example, quality assurance personnel can use this invention to more quickly find the responsible project manager.

[0031] The aforementioned heterogeneous data refers to the data managed by different systems in Figure 1, such as the main and backup circuit data of the service resource supply system 3, the project manager data of the enterprise-customer relationship management system 5, and the customer application service data of the service acceptance system 2. As for data integration, as mentioned above, it refers to data integration through related fields (such as customer ID) in the data managed by different systems.

[0032] The integrated information of the aforementioned customer service management module 100 refers to the fact that, in addition to the information provided by each system in Figure 1 (such as the aforementioned service usage data and network resource usage data), it can also integrate the current customer sales and installation process information (such as new lease, change, lease termination, etc. process information).

[0033] The customized data management module 105 of the after-sales service application module 15 uses the customer service management module 100 of the web function module 14 or the process management module 12 to package and integrate various customized related data to provide subsequent after-sales service applications. For example, the field data that each system needs to view, synchronize or monitor in the aforementioned service usage data and network resource usage data can be packaged into multiple fields according to a customized format, and then periodically pushed to the required systems.

[0034] The after-sales service application module 15 can also interact with other external modules and systems. For example, the planned rewiring interface module 108 can receive various related circuit rewiring information provided by the planned rewiring system. The quality assurance system interface module 110 provides the monitoring data required by the quality assurance system. For example, this monitoring data can be for the critical circuit usage of high-level customers. The troubleshooting system interface module 109 provides the data required for troubleshooting. These interface modules enable the after-sales service application module 15 to interact with other systems, achieving information sharing and collaboration to improve the efficiency and accuracy of the entire system.

[0035] Each module of the telecommunications customer service and resource integration system 1 shown in Figure 2 can be hardware or software; if it is hardware, it can be a processing unit, processor, computer or server with data processing and computing capabilities; if it is software, it can include instructions executable by the processing unit, processor, computer or server, and can be installed on the same hardware device or distributed on different multiple hardware devices.

[0036] Please refer to Figure 3, which is a schematic diagram of a data integration and sharing ecosystem 6 of a telecommunications customer service and resource integration system according to the present invention. The arrows in Figure 3 illustrate the communication connection relationships between each system and each module.

[0037] As shown in Figure 3, in this embodiment, the present invention can extract key service and resource data, perform data analysis and comparison, and combine various relevant personnel, including customer relationship management and system users, to integrate the data for subsequent after-sales applications.

[0038] First, System 1 retrieves key service and resource data from different systems (e.g., Systems 2, 3, and 5 in Figure 1) through different modules (e.g., multiple interface modules 106-112 in Figure 2). This data may include customer service usage data, network resource usage data, and enterprise customer relationship data. This enterprise customer relationship data can be obtained from the enterprise customer relationship management system 5 through the enterprise customer relationship interface module 107. This data can be obtained and managed uniformly through System 1's service resource management module 11 and other modules.

[0039] Next, System 1 will perform data analysis and comparison on the captured data. This may include data cleaning, transformation, and organization, that is, cleaning out unnecessary information and transforming and organizing the necessary information before storing it in the service master database 16 to ensure the accuracy and consistency of the data. Through data analysis, System 1 can find key information from the massive amount of data, such as customer usage patterns, service needs, etc.

[0040] Then, System 1 will integrate this analyzed data with various relevant personnel. These personnel include account managers and project managers in the Enterprise Customer Relationship Management System 5, as well as various roles among system users, such as account managers, customer service personnel, and maintenance personnel. Through the personnel management module 13 and various related modules, System 1 can associate data with personnel to establish a service master database 16, which contains complete customer data and service resource data, namely the aforementioned telecommunications customer's service usage data and network resource usage data, as well as the aforementioned personnel information. This integrated data is used for subsequent after-sales applications, including information packaging, inquiries, labeling, push notifications, and other applications, to provide customers with more accurate and personalized services.

[0041] At the same time, System 1 can also perform regular data synchronization and maintenance to ensure the timeliness and accuracy of Database 16, thereby improving the efficiency and service quality of the entire System 1. This method combines data analysis technology and personnel management, effectively integrating customer service and resources, and can provide a more intelligent and convenient management method for telecommunications services.

[0042] The customized data of this invention and the data stored in the service master database 16 can be fed back to the external system 7, allowing users of the external system 7 to obtain more clearly various relevant information such as pre-sales, sales, or after-sales information. This information sharing forms a mutually beneficial ecosystem 6, enabling originally independent systems to cooperate to improve the problem-solving capabilities of system users, thereby increasing the satisfaction of telecommunications customers.

[0043] Please refer to Figure 4, which is a flowchart illustrating the application of active and passive quality assurance and fault diagnosis in one embodiment of a telecommunications customer service and resource integration method of the present invention. The arrows in Figure 4 indicate the communication connection relationships between each system and each module.

[0044] First, in step S401, the telecommunications customer service and usage resource integration system 1 is initialized, and various related data are imported into the service master database 16. Then, in steps S402 to S406, through the data synchronization / integration function of the after-sales service application module 15, the data from the service resource management module 11, personnel management module 13, service supply and installation system 73, resource management system 74, service acceptance system 2 and enterprise customer relationship management system 5 are regularly maintained to ensure the timeliness of the data stored in the service master database 16.

[0045] In step S407, the system user 4 of the present invention operates through the web page function module 14, and in steps S408-S410, customizes the required information into a package. Then, in steps S411-S413, the aforementioned information is periodically pushed to the quality assurance system 71 and the repair system 72. This package information includes the progress of sales and installation and after-sales information, so that the quality assurance system 71 and the repair system 72 can monitor the data and perform repairs.

[0046] In steps S415 and S416, system user 4 of system 1 can access the web pages of quality assurance system 71 and repair system 72 through hyperlinks to conveniently view various related information.

[0047] In step S417, the system users 4 of the external system 7, the quality assurance system 71 and the inspection and repair system 72 can directly view the progress of the sales and installation and the after-sales package information without having to apply for operation and query on the webpage of system 1, thereby realizing a resource-sharing, mutual assistance and mutually beneficial ecosystem.

[0048] Figure 5 is a schematic diagram of the circuit abnormality freezing process in one embodiment of a telecommunications customer service and resource integration method of the present invention. The arrows in Figure 5 indicate the communication connection relationships between each system and each module.

[0049] First, in step S501, the system 1 is initialized and various related data are imported into the service master database 16. Then, in steps S502 to S506, the data is regularly maintained through the data synchronization / consolidation function of the after-sales service application module 15 to ensure the timeliness of the data stored in the service master database 16.

[0050] In step S507, system user 4 can operate through web page function module 14 and select filter conditions such as "customer ID number" or "project manager employee number" to query the circuit under their jurisdiction in steps S508 to S510.

[0051] Next, in step S511, basic information such as "approval name," "freeze start and end time," and "reason" is entered to select the circuits to be frozen and label them. The selected circuits will be marked and stored so that they can be retrieved or queried later when needed for further editing or approval processes. In step S512, system 1 begins to execute the automated approval process. Once the approval process is completed, the selected circuits are labeled as frozen circuits.

[0052] After the approval process is completed, in step S513, information is pushed out to the resource management system 74 periodically in step S514 to freeze the aforementioned circuits and enable the project manager to perform various related tasks. The aforementioned freezing refers to setting a locking mechanism for the circuits to prevent any actions that may impair the customer experience, such as circuit rewiring.

[0053] In the information query step S508 of this embodiment, if the query content contains sensitive information, such as personal data, then through the information push step S513, and in step S515, the query content and the query operator are transmitted to the personal data query management system 75. The personal data query management system 75 will notify the supervisor of the query operator, who is responsible for reviewing and supervising the query content to ensure that the use of sensitive information can be effectively tracked and protected.

[0054] After completing the above operations, system user 4 can then operate through the web function module 14 in step S507, entering conditions such as "customer ID number", "project manager employee number", "client name", "virtual private network (VPN) project name" and "approval order name keywords" to perform queries in steps S508-S510. Next, in step S511, users can view the list of circuits in the freeze process or those that have been frozen, track the approval progress, or modify and relabel a certain approval order.

[0055] Please refer to Figure 6, which is a schematic diagram of the data integration and sharing process in one embodiment of a telecommunications customer service and resource integration method of the present invention. The arrows in Figure 6 indicate the communication connection relationships between each system and each module.

[0056] First, in step S601, the system 1 is initialized and various related data are imported into the service master database 16. Then, in steps S602 to S606, the data is regularly maintained through the data synchronization / consolidation function of the after-sales service application module 15 to ensure the timeliness of the data stored in the service master database 16.

[0057] In step S607, system user 4 operates through web page function module 14. In steps S608-S610, various relevant information is displayed and selected using the web page query function of web page function module 14.

[0058] In step S611, the information required by each system in the external system 7 is individually packaged, and in step S612, the information is pushed to the resource management system 74, the planned connection system 76, the service acceptance system 2 and the enterprise customer relationship management system 5 in the external system 7 in steps S614 to S617 respectively.

[0059] Through the above information push, the system users 4 of each system in the external system 7 can query in step S613, or perform various related operations based on the above information.

[0060] Through the above process, information on telecommunications customers, their service usage, and their network usage can be customized and packaged into information required by various external systems, and then fed back to the external systems to achieve a complete ecosystem of information sharing and mutual benefit.

[0061] In one embodiment, the package information fed back to the resource management system 74 may include a service list indicating whether dual-routing needs to be deployed. This information can be compared by the resource management system 74, and then the comparison result file is provided to the project manager for reference. Such information can be used for a list of circuits that are about to be implemented or are already underway, which helps to manage resources and carry out corresponding project work more effectively.

[0062] In one embodiment, system 1 can feed back package information to the planned rewiring system 76. This information may include various relevant information from account managers or project managers, such as lists of circuits to be rewiring or already underway. This information enables system users of the planned rewiring system 76 to communicate two-way with account managers or project managers, for example, to discuss whether rewiring is feasible, thereby improving the collaboration and communication efficiency of system 1.

[0063] In one embodiment, the telecommunications customer service and resource integration system and method of the present invention can receive messages from the planned rerouting system 76, such as a list of circuits to be rerouted or already in progress. This information can be provided to users of the system webpage of System 1, or to external system 7 for reference. For example, System 1 can proactively notify project managers of the list of circuits to be rerouted or already in progress via email, allowing project managers to obtain rerouting information in real time and grasp the availability of customer circuits. This function can help improve the timeliness and effectiveness of information, thereby promoting collaboration between departments and the smooth operation of business processes.

[0064] As described above, information from the planned rerouting system 76, such as a list of circuits to be rerouted or already in progress, is proactively pushed to the customer relationship management system 5. This allows users of the customer relationship management system 5 to directly access relevant information, enabling a resource-sharing and mutually beneficial ecosystem. This operation enhances information flow and collaboration, contributing to improved work efficiency and customer service levels.

[0065] The telecommunications customer service and resource integration system and method provided by the present invention have the following advantages compared with other conventional technologies:

[0066] First, improve customer experience: By establishing a customer service platform and improving communication methods, provide more personalized and timely service suggestions, thereby improving customer satisfaction.

[0067] Second, optimize resource utilization: By combining a resource integration system, effectively manage and allocate resources required for various services, including those needed in the pre-sales, sales, and after-sales stages. For example, this invention can provide product and service usage exploration and consultation in the pre-sales stage, focusing on customer experience and habits. Furthermore, this invention can ensure smooth transactions and improve customer satisfaction in the sales stage, providing supply and installation progress and consultation. Moreover, this invention can provide product experience services, active and passive quality assurance, troubleshooting, and experience improvement in the after-sales stage to maintain customer relationships, enhance customer loyalty, and increase repeat sales opportunities.

[0068] Third, improve service efficiency: Through the interconnected ecosystem, achieve effective interaction between service resources and rapid response to customer needs, thereby improving overall service efficiency and flexibility.

[0069] Fourth, comprehensive management and optimization: By integrating and optimizing resource allocation, comprehensive management of service information and resources can be achieved, thereby improving service quality and efficiency.

[0070] The above detailed description is a specific description of feasible embodiments of the present invention. However, the embodiments are not intended to limit the patent scope of the present invention. All equivalent implementations or modifications that do not depart from the spirit of the present invention should be included in the patent scope of this case.

[0071] In summary, this case is not only innovative in its technical concept, but also possesses the aforementioned multiple effects that conventional methods cannot achieve. It fully meets the statutory requirements for novelty and inventiveness for invention patents. Therefore, this application is filed in accordance with the law, and we respectfully request your office to approve this invention patent application to encourage invention. We are deeply grateful for your assistance.

Claims

1. A telecommunications customer service and resource integration system, comprising: The system includes the following modules: a personnel management module for obtaining basic information on users, supervisor approval levels, and other personnel data for the integrated telecommunications customer service and resource usage system; a service resource management module for obtaining service usage and network resource usage data from the service acceptance system and service resource supply system; a service master database for storing various data, including at least one of the following: basic information on users, supervisor approval levels, other personnel data, and service usage and network resource usage data for telecommunications customers; a process management module for integrating these data and processes, and coordinating interactions between users, personnel, and network resources; a web page module for providing application operations and integrating these data through a web interface, wherein these data are used for after-sales service applications; and an after-sales service application module for performing after-sales service applications, wherein the personnel include account managers and project managers, and the after-sales service applications include package delivery, inquiry, labeling, and push notifications based on these data.

2. The telecommunications customer service and resource integration system as described in claim 1, wherein, When the query involves sensitive personal information, the telecommunications customer service and usage resource integration system automatically transmits the query content and operator information to the personal information query management system in the external system.

3. The telecommunications customer service and resource integration system as described in claim 1, wherein, At least one of the personnel management module and the service resource management module is reused for the initial bulk import of various data into the service master database, and then for periodically updating the various data stored in the service master database.

4. The telecommunications customer service and resource integration system as described in claim 1, wherein, This after-sales service application module is reused to periodically update the various data stored in the service master database.

5. The telecommunications customer service and resource integration system as described in claim 1, wherein, The after-sales service application module is reused to integrate and associate the user, various personnel and various data, and the web page function module is reused to provide customized data through the web page interface.

6. The telecommunications customer service and resource integration system as described in claim 1, wherein, The after-sales service application module is reused to generate customized package information based on the various data, and then actively pushes the package information to external systems. The package information includes the progress of the supply and installation during the sales process and after-sales information.

7. A method for integrating telecommunications customer service and usage resources, comprising: Data on telecommunications services and resources is extracted from the personnel management module, service resource management module, service master database, process management module, web page function module, and after-sales service application module. This data is analyzed and compared to identify key information. The analyzed data is then integrated with data from account managers or project managers, including service and geographic correlation analysis, and analysis of the number of service customers and growth trends. This integrated data is then used in after-sales service applications, including package delivery, querying, labeling, and push notifications based on the integrated data.

8. The telecommunications customer service and resource integration method as described in claim 7 further includes: When the query involves sensitive personal information, the query content and operator information are automatically transmitted to the personal information query management system.

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