CN109978724A - A kind of property ecosphere service platform and its working method - Google Patents
A kind of property ecosphere service platform and its working method Download PDFInfo
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- CN109978724A CN109978724A CN201810620045.7A CN201810620045A CN109978724A CN 109978724 A CN109978724 A CN 109978724A CN 201810620045 A CN201810620045 A CN 201810620045A CN 109978724 A CN109978724 A CN 109978724A
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Classifications
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
- G06Q50/10—Services
- G06Q50/16—Real estate
- G06Q50/163—Property management
Abstract
The invention discloses a kind of property ecosphere service platform and its working method, platform includes client modules, API service module, data processing module, database storage module.Problem not in time is fed back for customer issue, is equipped with delay worksheet, the work order not handled in 24 hours is then delay work order, and delay work order must write delay reason exactly, prevent artificially to delay handling duration；Aiming at the problem that client's work order passes into silence, system automatically generates work order and records, if contact staff is not that the newly-built work order of client can be recalled by recording according to process, it is ensured that customer issue will not pass into silence；For product quality problem, the service provider for providing product is managed and service provider's analysis report is provided；For not humane problem is designed, by suggesting that class work order carries out assessment solution to problem.The present invention solves the problems, such as customer satisfaction using customer satisfaction as core concept from many aspects, is that customer satisfaction greatly promotes.
Description
Technical field
The present invention relates to service for infrastructure and administrative skill field more particularly to a kind of property ecosphere service platform and its works
Make method.
Background technique
Currently, the service content of Property Management System mainly includes following sections in the market: the pipe of owner's maintenance work order
Reason: typing work order on line is upgraded to by work order hand-written under line；Equipment management and monitoring: the equipment such as property water meter, ammeter are carried out
Real time data releasing is monitored equipment, and the set time checks equipment；Owner's information management: record building and visitor
Family essential information；Security personnel's inspection management: the route gone on patrol to security personnel and patrol point are managed；Parking lot management: to industry
Main and external parking personnel is managed；Handling of goods and materials: property material goods entry, stock and sales is managed；Take over expense management: to property
The property costs such as expense, rent, parking fee, charges for water and electricity are managed.
Existing Property Management System, work flow diagram as shown in Figure 1, when go wrong need repairing when, from management
Place's feedback starts, successively open single, printing work order manually by system, engineering department receives printing work order, engineering department's maintenance, by work order
Administrative office, foreground typing related data are brought back, until the work order that finishes.
The Property Management System of the prior art has the disadvantage that
1, problems of operation is not solved only from " customer satisfaction " angle, does not solve vital conjuncture；
2, system research and development personnel not exclusively understand that business, the system of research and development can only be used as assisted recording systems；
3, system research and development enterprise lacks the integrated experience of call center, performance appraisal, customer satisfaction and biogas service system.
Summary of the invention
The present invention in view of the above shortcomings of the prior art, provides a kind of property ecosphere service platform and its work side
Method solves the problems, such as customer satisfaction using customer satisfaction as core concept from many aspects, is that customer satisfaction mentions significantly
It rises.
To solve problems of the prior art, the specific technical solution of use is:
A kind of property ecosphere service platform comprising client modules, API service module, data processing module, data
Library memory module, the client modules are used to carry out data record, the client modules for user and property management personnel
For mobile client or computer webpage client, the API service module is unified externally to carry out data receiver, and client modules are logical
Data transmission that API service module records client is crossed to API service, passes through API service and calls data processing module, data
Processing module will interact after data processing with database storage module, and processing result is back to each client.
The data processing module includes data access, data persistence management, data analysis and Data Integration.
The present invention also provides a kind of working methods of property ecosphere service platform comprising following steps:
S1, newly-built work order: establishing work order by four kinds of problem feedback systems, is respectively as follows: customer service hotline feedback, administrative office works as
Face feedback, mobile terminal feedback, PC webpage feedback, in addition to administrative office feeds back face to face, other feedback systems are all system automatically generated
Work order, property foreground or contact staff simultaneously save new according to user feedback problem select permeability type, completion problem essential information
Build work order；
S2, assign work order: the work order being created is assigned to the work order list of engineering department's permission, and engineering department is according to problem types
Selection service provider selects maintenance personal and adds maintenance record, judges whether to be delayed, and delay then needs to fill in delay reason, most
Work order state is updated afterwards；
S3, return list: engineering department returns list after repairing, and foreground, which need to fill in, returns single information, uploads attachment, saves customer signature
And work order state is updated, system automatically generates return visit task according to work order state；
S4, return visit: after customer service receives return visit task, call-on back by phone is carried out to user, confirms engineering department whether by problem
Processing is completed and services this to carry out satisfaction investigation, and saves investigation result；System is united according to building, time zone condition
Count satisfaction report.
Preferably, it passes into silence problem for for customer issue, there are sound-recording function, systems to automatically generate work order for system
When, it can record to dialog context.Guarantee that client proposes that problem will record system, if contact staff is not visitor according to process
Family, which creates work order, to be recalled by recording, it is ensured that customer issue will not pass into silence.
It is further preferred that, for client feedback problem work order, system is set aiming at the problem that customer issue is fed back not in time
Determining handling duration is 24 hours, is considered as delay work order beyond 24 hours, it is desirable that delay reason must be write exactly, with administration means (prison
Superintend and direct delay reason reasonability) it matches, artificial delay handling duration is solved, feedback duration is shortened.
Still more preferably, for product quality problem, system is managed the service provider for providing product, is generating
The service provider to go wrong can be recorded together in work order content when work order, according to the analysis of work order data, provide service provider
Analysis report, the frequency and some service provider that some product of some service provider goes wrong provide the efficiency of after-sale service, from
And a series of processing schemes are taken, such as replacement replacement of products service provider, play the problem of guaranteeing product quality.
Still further preferably, for not humane problem is designed, system, which provides, suggests class work order, as client proposes to design
Unreasonable problem, service for infrastructure personnel can be by suggesting that class work order carries out assessment solution (it is recommended that class work order is equally propped up to problem
Hold delay work order process).
By using above scheme, a kind of property ecosphere service platform of the invention and its working method and the prior art
It compares, has the technical effect that
The present invention using customer satisfaction as core concept, solves customer satisfaction centered on " people and room " from many aspects
Degree problem.Setting delay worksheet, has prevented artificial delay handling duration, has improved the timeliness of worksheet；And customer service
Feedback problem automatically generates the types work order such as maintenance, service, consulting and suggestion, prevents to cause client feedback due to artificial origin
The problem of problem passes into silence.
Detailed description of the invention
Fig. 1 is the work flow diagram of existing Property Management System；
Fig. 2 is a kind of work flow diagram of property ecosphere service platform of the present invention；
Fig. 3 is the flow chart of a kind of " the newly-built work order " of property ecosphere service platform of the invention；
Fig. 4 is the flow chart of " assigning work order " of property ecosphere service platform of the present invention a kind of；
Fig. 5 is the flow chart of a kind of " the returning list " of property ecosphere service platform of the invention；
Fig. 6 is the flow chart of a kind of " return visit " of property ecosphere service platform of the invention.
Specific embodiment
In order to make the objectives, technical solutions and advantages of the present invention clearer, below with reference to specific example and referring to attached
Figure, the present invention is described in more detail.It should be understood that these descriptions are merely illustrative, and it is not intended to limit of the invention
Range.In addition, in the following description, descriptions of well-known structures and technologies are omitted, to avoid the present invention is unnecessarily obscured
Concept.
The service of property presently, there are the problem of be: working leading role's degree, service for infrastructure is poor, guarantee repair not in time, property
Often forget about my thing；From property angle, property fees rate of recovery is low, value-added service is few, at high cost loses project.
To sum up, service for infrastructure it is poor, not in time, easily forget will have a direct impact on customer satisfaction, customer satisfaction is low just to be caused
Property fees rate of recovery is low, and value-added service can not promote, and even resulting in property can not survive.Therefore " customer satisfaction " grasps property
Life and death, for such issues that, the present invention is core concept based on completely new using customer satisfaction with " people and room " data grid technology
Business model and supervision system have made brilliant service for infrastructure platform.Client is divided into internal customer and external client in system,
Internal customer refers to that property internal work personnel, external client refer to owner and tenant.
The way for promoting internal customer satisfaction rating has:
1, the real demand and pain spot that each internal customer is fully understood by way of going to a grassroots level, before being arrived such as research staff
The posies such as platform personnel, warehouse personnel and security personnel are distinguished work shift one month, and the true demand in each post is grasped.
2, angle design mode of operation and showing interface mode are used from user.
3, data sheet is made according to statistical data and shown in homepage, made management level at a glance and can be seen that the building of management
The worksheet situation of disk, financial process situation, material service condition and housing situation etc..
4, performance appraisal consideration is integrated in biogas service system, in conjunction with financial property rate of recovery, trade and investment promotion housing
The data such as situation and work order delay rate carry out staff performance evaluation.
The way for promoting external customer satisfaction rating has:
Firstly, carrying out Satisfaction Research through the client to 40, whole nation building, four sides for influencing customer satisfaction are obtained
Face: customer issue is fed back not in time；Customer issue passes into silence；Product quality problem；It designs not humane；
System is directed to the above finding, makes as follows:
1, not in time for customer issue feedback
For client feedback problem work order, default handling duration is 24 hours, is considered as delay work order beyond 24 hours,
It is required that delay reason must be write exactly, matched with administration means (supervision delay reason reasonability), when solving artificial delay processing
It is long, shorten feedback duration.
2, it passes into silence for customer issue
System integration call center, client are submitted a question by customer service hotline to system, and system can automatically generate related work
It is single, and can record to dialog context, guarantee that client proposes that problem will record system, as contact staff is not according to process
Client, which creates work order, to be recalled by recording, it is ensured that customer issue will not pass into silence.
3, it is directed to product quality problem
System is managed the service provider for providing product, can remember together the service provider to go wrong when generating work order
It records in work order content, according to the analysis of work order data, provides service provider's analysis report, some product of some service provider occurs
The frequency of problem and some service provider provide the efficiency of after-sale service, to take a series of processing schemes, such as replace product more
Service provider etc. is changed, the problem of guaranteeing product quality is played.
4, not humane for designing
System, which provides, suggests class work order, and if client proposes to design unreasonable problem, service for infrastructure personnel can pass through suggestion
Class work order carries out assessment solution (it is recommended that class work order equally supports delay work order process) to problem.
Property ecosphere platform of the invention is as shown in Fig. 2, include user's operation client (mobile client and computer network
Page client), API service module (unified external API service, third party system can be docked), data processing module (including data
Access, data persistence, data analysis and Data Integration), database purchase medium etc..Wherein client modules are for user and object
Industry administrative staff carry out data record, and client data is transmitted to API service by API module, passes through API service by client
Data processing module is called, data persistence, data analysis and Data Integration, data processing module and number are carried out to user data
According to library interaction, and processing result is back to each client.
The working method of the platform in practical applications are as follows:
1, work order is created:
This system provides four kinds of problem feedback systems for user, and respectively customer service hotline feedback, administrative office feeds back face to face, moves
Moved end wechat public platform, small routine, the online feedbacks such as APP, PC webpage feedback etc..It is other wherein in addition to administrative office feeds back face to face
It is all system automatically generated work order, property foreground or contact staff according to user feedback problem select permeability type, such as maintenance mans
Work order, service work order etc. are suggested in single, complaint.Completion problem essential information simultaneously saves newly-built work order.As shown in Figure 3.
2, assign work order:
The work order being created can be assigned to the work order list of engineering department's permission (configurable), and engineering department selects according to problem types
Service provider is selected, maintenance personal is selected and adds maintenance record, judges whether to be delayed, delay then needs to fill in delay reason, finally
Update work order state.As shown in Figure 4.
3, list is returned:
Engineering department returns list after repairing, and foreground, which need to fill in, returns single information, such as material information, uploads attachment, saves client
It signs and updates work order state, system automatically generates return visit task according to work order state.As shown in Figure 5.
4, it pays a return visit:
After customer service receives return visit task, call-on back by phone is carried out to user, whether confirmation engineering department has completed issue handling
And this is serviced and carries out satisfaction investigation, save investigation result.System can be according to building, the statistics satisfaction of the conditions such as time zone
Spend report.As shown in Figure 6.
The foregoing is merely illustrative of the preferred embodiments of the present invention, the protection scope being not intended to limit the invention, it is all
Within the spirit and principles in the present invention, made any modification, is all included in the scope of protection of the present invention equivalent replacement.
Claims (7)
1. a kind of property ecosphere service platform, which is characterized in that it includes client modules, API service module, data processing
Module, database storage module, the client modules are used to carry out data record, the visitor for user and property management personnel
Family end module is mobile client or computer webpage client, and the API service module is unified externally to carry out data receiver, client
The data transmission that end module is recorded client by API service module calls data processing by API service to API service
Module, data processing module will interact after data processing with database storage module, and processing result is back to each client.
2. a kind of property ecosphere service platform according to claim 1, which is characterized in that the data processing module packet
Include data access, data persistence management, data analysis and Data Integration.
3. a kind of working method of property ecosphere service platform, which is characterized in that itself the following steps are included:
S1, newly-built work order: establishing work order by four kinds of problem feedback systems, and it is anti-face to face to be respectively as follows: customer service hotline feedback, administrative office
Feedback, mobile terminal feedback, PC webpage feedback, in addition to administrative office feeds back face to face, other feedback systems are all system automatically generated work order,
According to user feedback problem select permeability type, completion problem essential information simultaneously saves newly-built work by property foreground or contact staff
It is single；
S2, assign work order: the work order being created is assigned to the work order list of engineering department's permission, and engineering department selects according to problem types
Service provider selects maintenance personal and adds maintenance record, judges whether to be delayed, and delay then needs to fill in delay reason, finally more
New work order state；
S3, return list: engineering department returns list after repairing, and foreground, which need to fill in, returns single information, uploads attachment, saves customer signature and more
New work order state, system automatically generate return visit task according to work order state；
S4, return visit: after customer service receives return visit task, call-on back by phone is carried out to user, confirms engineering department whether by issue handling
It completes and services this to carry out satisfaction investigation, and save investigation result；System counts full according to building, time zone condition
Meaning degree report.
4. a kind of working method of property ecosphere service platform according to claim 3, which is characterized in that system exists
Sound-recording function, system can record to dialog context when automatically generating work order.
5. a kind of working method of property ecosphere service platform according to claim 3, which is characterized in that in step S2
The method for judging whether work order is delayed is: work order aiming at the problem that client feedback, and default handling duration is 24 hours, exceeds
It is considered as delay work order within 24 hours, it is desirable that delay reason must be write exactly, matched with administration means, when solving artificial delay processing
It is long, shorten feedback duration.
6. a kind of working method of property ecosphere service platform according to claim 3, which is characterized in that platform is to mentioning
It is managed for the service provider of product, when generating work order, the service provider to go wrong can be recorded together in work order content,
According to the analysis of work order data, provide service provider's analysis report, frequency that some product of some service provider goes wrong and certain
A service provider provides the efficiency of after-sale service.
7. a kind of working method of property ecosphere service platform according to claim 3, which is characterized in that platform is equipped with
It is recommended that class work order, when client proposes to design unreasonable problem, service for infrastructure personnel are by suggesting that class work order carries out problem
Assessment solves.
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110557614A (en) * | 2019-09-10 | 2019-12-10 | 深圳市兴海物联科技有限公司 | Property management intercom system |
| CN110930003A (en) * | 2019-11-13 | 2020-03-27 | 泰康保险集团股份有限公司 | Work order processing method and device |
| CN112541604A (en) * | 2020-11-12 | 2021-03-23 | 北京思特奇信息技术股份有限公司 | Work order reservation method and system |
| CN114037507A (en) * | 2021-10-21 | 2022-02-11 | 深圳市道旅旅游科技股份有限公司 | Settlement dispute work order processing method, platform, equipment and medium |
| CN114218962A (en) * | 2021-12-16 | 2022-03-22 | 哈尔滨工业大学 | Artificial intelligent emergency semantic recognition system and recognition method for solid waste management information |
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