We live in an era of the customer first. Enterprises have recognized the value of service and then customers usually enjoy after-sale service. In other words, Customer Relationship Management (CRM) is very important to any enterprise today. On the other hand, the development of information technology has caused the change of our lifestyle such that almost all of people can access the Internet all the time. People can deal with many things via the Internet instead of by regular meeting or interview. Therefore, enterprises must have to build up online customer service systems to maintain good customer relationship. The efficiency of a customer service center comes from good facility and good operation. Moreover, a good enterprise should provide consistent contact window to its customers. For the reasons, we proposed a customer service tracing system by RSS, a XML-based standard. The system uses the mechanism of Really Simple Syndication (RSS) to provide a united method that reports real-time repairing progress to the customers. The customer service system will be uplifted by the integration of our tracking mechanism. The system can issue RSS feeds for the customers to trace the progress of their repairing goods. Consequently, customers can receive new information as fast as possible with a RSS reader on their computers or smartphones.
