Customer Management System: The "Data Foundation Hub" for User Services
Focused on the full-lifecycle file management and refined operation of gas users, this system breaks the barrier of traditional "dispersed customer data" and builds a unified user data base. Its core functions include:
1. Unified Customer File Management
It integrates users’ basic information (name, address, contact details), gas consumption contracts, payment records, service history (repair/inquiry records), and meter-associated information to form a unified view of "one file per person, one file per household." It supports real-time updates of user information (e.g., address changes, contact modifications) with a data accuracy rate of ≥99.5%.
2. User Tagging and Hierarchical Operation
Based on gas consumption behavior (monthly average gas consumption, payment frequency), service needs (repair type, inquiry content), and user attributes (residential/industrial, new/old users), it generates more than 30 dimensions of tags (e.g., "high-energy industrial users," "elderly residential users," "high-frequency inquiry users"). It supports filtering user groups by tags to provide personalized services—for example, pushing offline payment guidelines to elderly users and gas cost optimization suggestions to industrial users.
3. Gas Bill and Payment Management
It automatically generates users’ monthly/quarterly gas bills (including consumption volume, unit price, total cost, and detailed explanations) and pushes them via channels such as APP, SMS, and WeChat Official Account. It supports diversified payment methods (online: Alipay/WeChat/UnionPay; offline: business halls/self-service terminals/bank deductions). After payment, the bill status is synchronized in real time, and online download of payment vouchers is supported.
4. User Lifecycle Operation
It covers the entire user lifecycle from "account opening - gas consumption - account transfer - account cancellation." During account opening, it automatically associates meter information and service agreements; during account transfer, it verifies user qualifications and updates files; during account cancellation, it checks meter status and overdue payment. For abnormal users (e.g., "long-term zero consumption," "overdue payment"), it automatically triggers reminders (via SMS/APP push) to reduce the risks of user churn and unpaid fees.
Customer Service Management System: The "Omnichannel Response Hub" for User Needs
Focused on the closed-loop handling of gas users’ service needs (inquiries, complaints, repairs), this system integrates multiple service channels to achieve "unified access, intelligent assignment, efficient handling, and full-process tracking." Its core functions include:
1. Omnichannel Service Access
It supports access via more than 6 service channels, including phone (400/955 dedicated lines), APP, WeChat Official Account, mini-program, and offline business halls. When users submit needs (e.g., inquiring about payment processes, reporting meter faults) through any channel, the system automatically synchronizes the request to a unified work order platform, avoiding issues such as "repeated inquiries across channels and inconsistent information."
2. AI-Powered Pre-Response by Smart Customer Service
It integrates AI smart customer service (voice robot + text robot), which can automatically answer over 80% of common questions (e.g., "How to check bills?" "How long after reporting a repair will someone arrive?"). The voice recognition accuracy rate is ≥95%, and the text comprehension accuracy rate is ≥92%. Complex questions that cannot be answered are automatically transferred to human customer service, with the user’s historical inquiry records synchronized to avoid repetitive explanations.
3. Intelligent Work Order Scheduling and Tracking
After human customer service receives a request, the system automatically assigns work orders based on "user address, problem type (meter fault/payment issue/gas inquiry), and maintenance personnel’s location/skill matching degree"—for example, assigning "meter fault" orders to nearby meter maintenance personnel. The work order status (to be assigned/in progress/completed/evaluated) is synchronized to users in real time (via APP/SMS notification). It supports setting work order priorities (e.g., "gas leak repair" is marked as urgent with a response time limit of ≤30 minutes).
4. Service Quality Monitoring and Optimization
It automatically records customer service call recordings (retained for ≥6 months) and text chat records, allowing managers to conduct random quality inspections (e.g., service attitude, accuracy of answers). After service completion, it pushes satisfaction evaluations (1-5 stars + text feedback) to users. The system automatically calculates indicators such as "satisfaction score, work order closure rate, and average response time" and generates service quality reports to optimize customer service processes and staff training.
Meter Management System: The "Intelligent O&M Hub" for User Meters
Focused on the full-lifecycle management and intelligent monitoring of gas meters (smart IC card meters, IoT remote-transmission meters, etc.), this system associates user files with meter data to solve traditional problems such as "low manual meter reading efficiency and difficulty in detecting meter abnormalities." Its core functions include:
1. Full-Lifecycle Meter Files
It records the full-process data of meters, including procurement, warehousing, installation (associated with user address), calibration, replacement, and scrapping. This data covers meter model, factory number, accuracy class, installation time, and latest calibration time. It supports quick query of meter status by "user address/meter number."
2. Remote Meter Reading and Data Collection
Through IoT remote-transmission technology (NB-IoT/LoRa), it collects meter consumption data in real time. The meter reading frequency is configurable as "daily/monthly" (once a month for residential users, once a day for industrial users) with a meter reading accuracy rate of ≥99.9%, replacing traditional manual on-site meter reading to reduce labor costs and user disturbance.
3. Intelligent Identification of Meter Abnormalities
Based on historical and real-time meter consumption data, it uses "abnormality detection algorithms" to automatically identify meter faults (e.g., stop, slow running, jump count, leakage) and abnormal consumption (e.g., a 10-fold sudden increase in monthly consumption for residential users) with an identification accuracy rate of ≥90%. After an abnormality is detected, it automatically generates a reminder (pushed to the user’s APP and customer service work order system)—for example, "meter stop" triggers a maintenance work order, and "sudden consumption increase" pushes a reminder to the user to confirm if there is abnormal gas usage.
4. Remote Control and O&M of Meters
It supports remote control of IoT remote-transmission meters—for example, remotely cutting off gas supply when users are in arrears and restoring supply remotely after payment. When a meter needs calibration, it automatically generates a "calibration reminder work order" and pushes it to O&M personnel. When a meter reaches its scrap life (e.g., 10 years), it automatically triggers a "replacement plan" and generates a replacement work order associated with the user’s file.
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