New telecom business system construction
With the integration of "reshuffled" of telecom operation enterprises, China Telecom market will present new operational patterns, compared to the past changes; with the continuous development of new telecom operations, it is constantly enhanced It is foreseeable that the competition in China's telecom market will be more intense. At the same time, with the rapid development of socio-economic, people's living standards have been improved, and the demand for communication services and services is more diverse and personalized.
In order to adapt to the new telecom operation pattern and the fierce market competition, in order to meet the increasing demand and individual market demand, more flexible marketing measures need to further improve customer service level, to improve customer satisfaction, need continuously New business to seek new profit growth points, etc., all of which is inseparable from the powerful support of the business system, and the original established business support system has different degrees of demand, so it must be The original established business support system is renovated, which has also become the main reason for the construction of a new generation of telecom service systems.
Business and user role interchange
The birth of 97 projects in the middle and late 1990s has not too strong "customer-centric" service awareness, and the desire for business processing process automation makes the original 97 projects to closely lock the core of the business. Processing level. In the current increasing times of the competition between this operator, the operator's concern has changed a lot, and the "customer first" concept is gradually become the center of all business trends of operators. Therefore, a major job to be completed by the new generation of telecom service systems is the interchange between business and role.
Meet the needs of our customers, realize personalized services, improve customer service level, improve customer satisfaction and loyalty, reserve and develop more value customers, this has become an important means for operators to win customers. Therefore, in the design of a new generation of telecom business systems, operators have exhausted the full interaction with customers. Integrate customer information to fully understand and master customer needs and consumption habits; optimize or flexibly customize different customers to achieve personalized services; expand customer service interfaces, implement multi-channel, multi-level, all-round Customer service, enable customers to enjoy telecommunications services "at any time, anywhere, free"; take the initiative to visit customers, regularly contact customers, strengthen communication with customers, reflecting humanistic care. The above has become the focus of "customer-centric" new generation of integrated business systems.
Market-oriented
Telecom operators under the market economy are more concerned with market share and profit indicators, and the original 97 project did not use market-oriented part of the Ministry of Telecommunications Department, so the new generation of telecommunications business systems At this point, you also need to complete the conversion of a construction idea. China Telecom, which already has a strong sense of worries, is working hard to construct the following ideas throughout the new generation of telecommunications business systems: the new generation of telecom business systems must be market-oriented, marketing, meeting market competition; Channel collection competitors and customers' information, understand and master customer needs, respond to marketing measures quickly and time to win market competitive advantage.
Marketing is the main line of the new system
Winning the user is to win the market, and today's operators have not been able to see the marketing. With the original 97 engineering phase, users don't choose China Telecom, and the new generation of telecom service systems under the situation of users have a variety of choices of the telecommunications business system will greatly beyond the previous 97 project. Provide a basis for the right marketing means, quickly implement marketing policies, collect design philosophy of feedback from marketing policies to the new generation of telecommunications business systems, a deep marketing.
Based on core competitiveness
