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Design and Implementation of the Life Insurance Customer Contact System

Author: WuChangLei
Tutor: GuoWenMing
School: Beijing University of Posts and Telecommunications
Course: Software Engineering
Keywords: Customer contact system Sales customer service Insurance SSIS Notification Service
CLC: TP311.52
Type: Master's thesis
Year: 2012
Downloads: 20
Quote: 0
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Customer service is the fundamental for modern enterprise to win the customers and keep the business developed continuously. It is more important for life insurance company in financial services industry. The system of Party A is a company that has63years of history. This life insurance company has about600million of long-insurance policy and400million customers. As the business grew to form a complex operating system, construction of the product line in customer service SMS, email, call center, communication, customers, resources, and other systems. Independent operation of the system, do not have access to the data sharing and synchronization, data quality is difficult to control. Result notification service and repeated problems in a timely manner and low success rates,and to increase the quality of the customer service, costs are high maintenance difficulty increases year by year.Study on life insurance customer contact system of this article is in the background, achieve customer service product line systems, multi-channel integration,"Office Service Center" into "customer service-centric" customer contact system of unified, personalized service. By this system the channel configuration, the extraction history, scheduling, contact management and statistical accounting, consolidated data quality control, all channels work together to improve the quality of customer service, and reduce operating costs; While meeting the CIRC on the life insurance company regulatory requirements and customer notification service product line "comprehensive, collaborative, consistent, accurate and four development objectives. This paper firstly introduces the research background, objectives and significance of the topic, and then introduced the development of technology and technology selection. System Requirements Analysis in the third chapter, split demand entry; Between the fourth and fifth chapter describes the architecture, and describes the design and implementation of function points, focusing on about I focus, difficulties: the design and implementation of ETL subsystem; Then in the sixth chapter describes system performance optimization and online solution of some problems encountered in the process. Last in the papers, described the system will continue to improve the content of, and prospects for future development.Trial operation of the system in June2011, October national on-line success, only SMS channels from the original system30W/day up to the ultra-100W, greatly enhanced service rates at the same time take advantage of email. SMS partial replacement of letters, and across services, significantly reducing operational costs; Unified data extraction to ensure high data accuracy, due to wrong, leakage of customer complaints were down95%; This key value is:a customer-centric integration and implementation of customer service channels; complex architecture, logic design and implementation of ETL systems.

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CLC: > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer software > Program design,software engineering > Software Engineering > Software Development
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