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mot management system and its realization method

A technology of management system and management module, applied in the field of MOT management system, can solve problems such as shortage, achieve standardized management, high flexibility and high configuration, and improve the effect of working methods

Active Publication Date: 2015-12-09
SUZHOU INDAL PARK LINKAGE SOFTWARE
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, there is still a lack of an easy-to-operate and effective management tool

Method used

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  • mot management system and its realization method
  • mot management system and its realization method
  • mot management system and its realization method

Examples

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Embodiment Construction

[0038] MOT management system, such as figure 1 As shown, it includes indicator management module 2, MOT related module 3, result feedback module 4, clearing summary module 5, system function module 1 and home page monitoring module 6; indicator management module 2 provides processing of source data, production of indicators, ETL (abbreviation of Extraction-Transformation-Loading, Chinese name is data extraction, transformation and loading) configuration and task group management; MOT related module 3, providing strategy definition, MOT event definition, strategy and MOT event matching, MOT event Management; result feedback module 4, manages customer feedback results and the generation details of MOT events; liquidation summary module 5, analyzes, counts, and presents the processing result data of investment consultants; system function module 1, manages personnel and roles and permissions are managed; the home page monitoring module 6 performs statistical analysis and monitori...

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Abstract

The invention relates to an MOT (Moment of Truth) management system and a method. The system comprises an index management module, an MOT correlated module, a result feedback module, a settling and summarizing module, a system function module and a homepage monitoring module. The method comprises the following steps of: firstly, analyzing source data and carrying out extraction, conversion and uploading configuration on the data; secondly, carrying out configuration of a critical moment and setting of strategy matching, carrying out grouping and classification of tasks and setting execution time, frequency and the like; and finally, automatically triggering an engine and carrying out matching on strategies, so that service personal serves customers in a targeted mode according to a record of a prompt summary triggered by the MOT and records feedback information. On the basis of the method disclosed by the invention, newest data and the feedback information which are provided by the customers can be subjected to real-time analysis and judgment to be matched with the newest response scheme; and the technical support is provided for building a method for improving an ideological system of a customer service and analyzing and optimizing the customer service flow and a customer touch point.

Description

technical field [0001] The invention relates to an MOT management system for improving technical indicators of customer satisfaction and an implementation method thereof. Background technique [0002] There is a very important branch of satisfaction research called moment of truth (MOT, MomentOfTruth) research, which is often used as satisfaction research in human-centered services. Its purpose is to be able to timely feedback and process customer information to standardize service quality; train high-quality employees; strengthen interpersonal relationships; improve work efficiency; and ultimately improve the quality of customer service. [0003] With the continuous increase and deepening of IT infrastructure in various industries in our country, more and more industries such as finance, securities, insurance, and banking with the purpose of "customer first" have emerged to improve customer satisfaction. main business needs. [0004] With the improvement of service awaren...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G06Q10/06G06Q40/00
Inventor 张宝泉方光武
Owner SUZHOU INDAL PARK LINKAGE SOFTWARE
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