Abstract
The daily traffic volume of the State Grid 95598 Customer Service Center exceeds 800,000. In order to manage and store these massive data, we must carefully handle it. The call from electric customers implement the business philosophy of “Quality service is the lifeline of electric power enterprise”, and carry out related data aggregation, processing, statistics, conversion and analysis based on data warehouse, and fully explore and analyze these with big data analysis technology. The potential value in the data guides the optimization of business processes and improves the service quality and efficiency of the business center.
Highlights
With the development of big data information technologies such as distributed computing, OLAP (Online Analytical Processing) and data mining, the value of data can be explored, and data warehouse plays a pivotal role in the big data ecosystem [1]
Data Warehouse technology can further explore the potential value of these data by integrating the customer service center historical service metadata in the database, and provide comprehensive and integrated information for enterprise decision-making [5] to guide business processes
The decision-making problem of 95598 customer service system relationship includes the occurrence of faults in a certain time/location; the quality of the faults handled by departments and employees in a certain time/location; and the analysis of the complaints of departments/employees
Summary
With the development of big data information technologies such as distributed computing, OLAP (Online Analytical Processing) and data mining, the value of data can be explored, and data warehouse plays a pivotal role in the big data ecosystem [1]. The 95598 customer service center covers a wide geographical area, involving many departments, units and systems. The information data summarized by the customer service system is different in data definition and classification standards of various departments and units, and it is easy to form information islands that cannot realize information sharing [4]. The 95598 customer service center database has sufficient service data. Data Warehouse technology can further explore the potential value of these data by integrating the customer service center historical service metadata in the database, and provide comprehensive and integrated information for enterprise decision-making [5] to guide business processes.
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