摘要
为了培育烟草商业服务品牌,使烟草商业形成统一的服务形象,提高服务客户的水平,在研究国内外政府、企业客户服务中心的基础上,结合烟草商业的实际,提出了以业务、管理和资源整合为突破,以应用和技术集成为支撑,集成整合多种电子渠道和现场服务窗口,统一对零售户、烟农、消费者、工业企业等合作伙伴提供覆盖服务生命周期的电子政务服务体系,讨论了服务体系的业务架构、技术架构、运作流程和相关保障机制。该服务体系已应用于湖南烟草商业系统,促进了烟草商业企业市场主导能力的建设,提高了服务市场和客户的水平,取得了较好的效益;同时为实现一站式的服务受理模式树立了良好的社会形象,提升了客户的满意度及忠诚度,降低了客户投诉率。
By analyzing the service centers of Chinese and foreign governments and enterprises and incorporating the practice of tobacco commerce,an electronic administration service system was proposed,which started from business,management and resource integration,consolidated various electronic channels and in-site service windows and provided a unified service for retailers,tobacco growers,consumers and industrial enterprises.The business architecture,technical architecture,operation flow and related security mechanism about the service system were discussed.The system has been applied in Hunan tobacco commercial system,it promoted the level in serving the market and client,the accompanied onestop service was welcome and lowered client＇s complaints.
出处
《烟草科技》
EI
CAS
北大核心
2011年第1期33-35,共3页
Tobacco Science & Technology
关键词
烟草商业
电子政务
服务体系
整合
Tobacco commerce
Electronic administration
Service system
Integration
