联通省级客户管理(大客户部分)系统需求说明书

联通省级客户管理(大客户局部)系统需求说明书

联通省级客户管理〔大客户局部〕系统

需求说明书

Ver1.0

〔征求意见稿〕

中国联合通信

2004年4月

目录

一．概述....................................................................................................................................................11.引言....................................................................................................................................................12.近期目标............................................................................................................................................13.编制目的............................................................................................................................................34.适用范围............................................................................................................................................35.文档编制............................................................................................................................................36.需求解释............................................................................................................................................37.编制依据及参考资料........................................................................................................................3

二．客户效劳支撑需求............................................................................................................................51.客服渠道............................................................................................................................................52.客服需求............................................................................................................................................5

三．俱乐部管理及效劳支撑需求............................................................................................................61.俱乐部根本信息管理........................................................................................................................62.俱乐部会员管理................................................................................................................................6

2.1会员根本资料管理......................................................................................................................6

2.2会员个性化资料管理..................................................................................................................6

2.3会员级别管理.............................................................................................................................7

2.3.1会员级别定义维护..............................................................................................................................7

2.3.2会员级别规那么管理..............................................................................................................................7

2.3.3会员资格审核......................................................................................................................................7

2.3.4会员升降级处理..................................................................................................................................7

2.3.5会员级别修改......................................................................................................................................8

2.4会员年检.....................................................................................................................................8

2.5欠费催欠管理.............................................................................................................................8

2.5.1查询人工欠费催欠客户资料..............................................................................................................8

2.5.2人工催欠审核......................................................................................................................................8

2.5.3催欠处理..............................................................................................................................................8

2.6会员挽留管理.............................................................................................................................9

2.6.1预流失模型管理..................................................................................................................................9

2.6.2客户挽留方案管理..............................................................................................................................9

2.6.3预流失会员自动告警..........................................................................................................................9

2.6.4预流失会员人工查询..........................................................................................................................9

2.6.5会员挽留..............................................................................................................................................9

2.6.6挽留效果评估....................................................................................................................................10

2.6.7会员流失原因分析............................................................................................................................103.会员效劳管理..................................................................................................................................10

3.1效劳标准管理...........................................................................................................................10

3.2效劳信息管理...........................................................................................................................10

3.2.1效劳网点信息管理............................................................................................................................10

3.2.2效劳内容管理....................................................................................................................................10

3.2.3会员活动信息管理............................................................................................................................11

3.3礼物赠送管理...........................................................................................................................114.会员效劳..........................................................................................................................................11

4.1会员根本资料修改....................................................................................................................11

4.2会员个性化资料修改................................................................................................................11

4.3会员信息查询...........................................................................................................................12

4.3.1会员积分查询....................................................................................................................................12

4.3.2积分消费查询....................................................................................................................................12

4.3.3效劳标准查询....................................................................................................................................12

4.3.4效劳信息查询....................................................................................................................................12

4.4会员卡管理...............................................................................................................................13

4.4.1会员卡申请........................................................................................................................................13

4.4.2会员卡领取........................................................................................................................................13

4.4.3挂失....................................................................................................................................................13

4.4.4解挂....................................................................................................................................................13

4.4.5补发/换发...........................................................................................................................................14

4.4.6注销....................................................................................................................................................14

4.4.7卡信息查询........................................................................................................................................14

4.5会员业务受理...........................................................................................................................14

4.6会员咨询...................................................................................................................................14

4.7积分到期通知...........................................................................................................................14

4.8积分消费...................................................................................................................................15

4.9会员效劳公告...........................................................................................................................15

4.10会员人情效劳.........................................................................................................................155.积分管理..........................................................................................................................................15

5.1积分模型...................................................................................................................................15

5.2积分标准管理...........................................................................................................................16

5.3积分有效期管理........................................................................................................................17

5.4积分消费规那么管理....................................................................................................................17

5.5积分有效期预警管理................................................................................................................17

5.6积分计算...................................................................................................................................17

5.7积分调整...................................................................................................................................18

5.8积分消费自动处理....................................................................................................................18

5.9积分本钱管理...........................................................................................................................186.会员卡资源管理..............................................................................................................................18

6.1会员卡入库...............................................................................................................................18

6.2会员卡发放...............................................................................................................................19

6.3会员卡调节...............................................................................................................................19

6.4会员卡退回...............................................................................................................................19

6.5会员卡作废...............................................................................................................................19

6.6会员卡盘存...............................................................................................................................19

6.7会员卡状态查询........................................................................................................................20

6.8会员卡状态修改........................................................................................................................207.俱乐部会员活动管理......................................................................................................................20

8.俱乐部效劳效果评估......................................................................................................................20

8.1俱乐部效劳效果评估指标管理................................................................................................20

8.2俱乐部效劳效果评估................................................................................................................219.会员认证..........................................................................................................................................2110.全国性及跨省业务受理................................................................................................................22

10.1业务受理流程.........................................................................................................................22

10.2异地业务受理功能..................................................................................................................2311.俱乐部合作伙伴管理....................................................................................................................24

11.1合作伙伴根本资料管理..........................................................................................................24

11.2合作伙伴合同/协议管理.........................................................................................................24

11.3合作伙伴活动管理..................................................................................................................24

11.4合作伙伴优惠券管理..............................................................................................................25

11.5合作伙伴网点管理..................................................................................................................25

11.6俱乐部合作伙伴考核..............................................................................................................25

11.7俱乐部合作伙伴结算..............................................................................................................2512.结算管理........................................................................................................................................2513.统计分析........................................................................................................................................26

13.1会员积分情况分析..................................................................................................................26

13.2积分消费情况分析..................................................................................................................26

13.3会员消费行为分析..................................................................................................................26

13.4会员分布情况分析..................................................................................................................26

13.5会员活动情况统计..................................................................................................................27

13.6俱乐部效劳信息统计..............................................................................................................27

13.7会员信息统计分析..................................................................................................................27

13.8会员卡统计分析......................................................................................................................27

13.9外部合作伙伴积分消费与积分互换统计..............................................................................27

13.10结算统计分析........................................................................................................................2714.内部信息发布................................................................................................................................28

四．业务受理及投诉处理支撑需求......................................................................................................291.业务受理〔绿色通道〕..................................................................................................................29

1.1走访客户...................................................................................................................................29

1.2受理分流...................................................................................................................................29

1.3技术方案制定...........................................................................................................................29

1.4合同签订...................................................................................................................................30

1.5工程施工...................................................................................................................................30

1.6业务跟踪...................................................................................................................................30

1.7开通通知...................................................................................................................................31

1.8工程资料管理...........................................................................................................................312.收费及投诉申告〔黄色通道〕......................................................................................................31

2.1收费通知及催缴........................................................................................................................31

2.2投诉申告受理及处理监督........................................................................................................313.故障受理及处理〔红色通道〕......................................................................................................32

3.1一级故障处理...........................................................................................................................32

3.2二级故障处理...........................................................................................................................32

五．客户管理..........................................................................................................................................33

1.客户根本资料信息管理..................................................................................................................33

1.1现有客户...................................................................................................................................33

1.2潜在客户...................................................................................................................................33

1.3历史客户...................................................................................................................................332.客户合同管理..................................................................................................................................343.客户信用度管理..............................................................................................................................34

3.1信用度设置与变更....................................................................................................................34

3.2信用度管理...............................................................................................................................344.客户帐务/帐单及缴费信息管理.....................................................................................................34

4.1高端客户帐务汇总....................................................................................................................34

4.2集团客户帐务管理....................................................................................................................35

4.3高端客户帐务信息查询............................................................................................................35

4.4集团客户帐务查询....................................................................................................................355.客户级别管理..................................................................................................................................366.客户积分管理..................................................................................................................................367.客户回访..........................................................................................................................................36

7.1回访方案管理...........................................................................................................................36

7.2回访任务管理...........................................................................................................................36

7.3回访内容入库...........................................................................................................................36

7.4回访信息的查询、汇总、统计................................................................................................378.客户挽留..........................................................................................................................................37

8.1预流失模型管理........................................................................................................................37

8.2客户挽留方案管理....................................................................................................................37

8.3预流失客户自动管理................................................................................................................37

8.4预流失客户的人工查询............................................................................................................37

8.5客户挽留...................................................................................................................................37

8.6挽留效果评估...........................................................................................................................38

8.7客户流失原因分析....................................................................................................................389.效劳本钱管理..................................................................................................................................38

9.1效劳活动本钱信息....................................................................................................................38

9.2效劳本钱信息查询....................................................................................................................38

9.3效劳本钱统计分析....................................................................................................................38

9.4礼品管理...................................................................................................................................3810.客户投诉管理................................................................................................................................38

六．业务管理支撑需求..........................................................................................................................401.市场信息管理..................................................................................................................................402.经营战略资源信息管理..................................................................................................................403.方案任务管理..................................................................................................................................41

3.1方案任务制定...........................................................................................................................41

3.2分解下达...................................................................................................................................41

3.3任务完成情况统计....................................................................................................................424.营销工程管理..................................................................................................................................42

4.1大客户效劳方案模型管理........................................................................................................42

4.2效劳方案工程管理....................................................................................................................435.客户经理的管理..............................................................................................................................43

5.1客户经理根本信息管理............................................................................................................43

5.2客户经理绩效管理....................................................................................................................43

5.3客户经理日志管理....................................................................................................................44

5.4客户经理培训管理....................................................................................................................446.营销渠道管理..................................................................................................................................44

6.1根底信息维护...........................................................................................................................44

6.1.1分销商档案资料维护........................................................................................................................44

6.1.2分销商账户管理................................................................................................................................44

6.1.3系统参数维护....................................................................................................................................45

6.2资源管理...................................................................................................................................45

6.2.1资源根底信息配置............................................................................................................................45

6.2.2分销商资源管理................................................................................................................................45

6.3分销商结算管理........................................................................................................................47

6.3.1结算根底信息维护............................................................................................................................47

6.3.2返利结算管理....................................................................................................................................48

6.4报表查询...................................................................................................................................49

6.4.1查询....................................................................................................................................................49

6.4.2报表统计............................................................................................................................................497.合作伙伴管理........................................................