JP2011003043A - Item management system with unregistered item warning function - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an item management system for preventing a response omission and delivery delay due to the received mail being unrecognized when responding to an inquiry item from a customer.SOLUTION: A response department 2 for performing inquiry response from a customer 100 registers an inquiry item with an item serial number into an inquiry DB 21, and transmits a research request with the item serial number as e-mail to a research department 3 and to an e-mail server 4. The research department 3 receives the e-mail, and records the e-mail with the item serial number described in the e-mail into a research DB 31. A mail server accessing part 11 periodically accesses the e-mail server 4, extracts e-mail about the item from e-mail exchanges between the departments to store the extracted e-mail in a mail information storing part 12. When displaying items, etc., which have not been responded to from the research department 3 through an item management system 1, a list of items which have not been responded to is displayed on the basis of item information recorded into the inquiry DB 21, the research DB 31 and the mail information storing part 12.

Description

  The present invention provides a response to inquiries from customers, particularly in a business form in which a survey request is sent from a reception department to a department for logistic support by e-mail. The present invention relates to an item management system capable of suppressing the problem.

  Conventionally, there are many cases in which specialized knowledge that cannot be handled by the person in charge of the counter is necessary when dealing with problems such as support centers, etc., where customer inquiries are not possible. is there. In such a case, it is customary for the person in charge of the window to make an inquiry request for an inquiry item to a logistical support department such as a department skilled in product specifications. In recent years, in-house contact by e-mail has been frequently used due to its high versatility, and there are many companies that cooperate by e-mail in the inquiry service and its back-end support department.

  Patent Document 1 discloses a job execution reception confirmation method capable of adding, changing, and correcting business jobs by e-mail. According to this method, the temporary registration information such as the contents of the business job and the estimated execution time is sent to the user in charge by e-mail. It is possible to improve the accuracy of execution of business jobs by the person in charge.

Japanese Patent Laid-Open No. 6-149739

  However, inquiries from large companies must handle a large number of inquiries, which inevitably increases the number of survey requests to the logistical support department. Many survey request emails to the logistical support department are also exchanged, and a large amount of survey request emails are received by the email client of the person in charge. The possibility of being overlooked by the user's e-mail and being overlooked by the user cannot be ruled out.

  The present invention has been made in view of the above-described problems, and provides an item management system that can centrally manage an email in which a large number of inquiry items are described, and prevent omissions and delays in delivery. Objective.

The matter management system according to claim 1 includes a mail server that accumulates an e-mail in which information on a matter that the requesting user and the requesting user exchange with each other is described;
A matter information management database for managing and storing matter information described in emails;
With
The requesting user sends an e-mail with the case serial number for uniquely identifying the case together with the case information that is the content of the case to the mail server, and after the request destination user receives the e-mail, Register the case serial number and matter information listed in the matter information management database, and manage the progress of subsequent matters using the matter information management database, while the requesting user and the requesting user interact with each other via email. It is a matter management system for dealing with
A mail server access unit that accesses the mail server and obtains information of the accumulated email;
A mail information storage unit for temporarily storing the information of the email acquired by the mail server access unit;
An information comparison unit for comparing information of the item information stored in the item information management database with the mail information storage unit;
An information display section for displaying a list of matters,
The mail server access unit extracts the email stored in the mail server based on the item serial number of the item information registered in the item information management database,
Storing the extracted e-mail in the e-mail information storage unit;
The information comparison unit extracts an e-mail (hereinafter referred to as an unregistered item) related to an unregistered item serial number in the item information management database, and outputs the unregistered item to the information display unit. .

The matter management system according to claim 2 is the matter management system according to claim 1, comprising a request information management database for managing matter request information,
The item information is extracted from the request information management database based on the item serial number of the unregistered item obtained by the information comparing unit, and the item information is added to the unregistered item and output.

  According to the case management system of the present invention, when it is necessary to process important cases across multiple departments, such as inquiries from customers, it is possible to grasp the progress of the case from any user and Even if the email is buried in your email client, the matter management system can automatically extract and display the email content corresponding to the matter based on the matter serial number, reducing the burden of email monitoring In addition, it is possible to prevent delays and leaks in dealing with cases.

It is explanatory drawing which shows the system configuration | structure of the case management system in the Example of this invention. It is a flowchart figure which shows the outline | summary of operation | movement of a case management system same as the above. It is explanatory drawing which shows operation | movement of a mail server access part same as the above. It is explanatory drawing which shows operation | movement of a investigation DB access part same as the above. It is explanatory drawing which shows operation | movement of an information comparison part same as the above. It is explanatory drawing which shows operation | movement of an information display part same as the above. It is explanatory drawing which shows an example of the item list display by an item management system same as the above.

  Hereinafter, an embodiment as the best mode for carrying out the present invention will be described with reference to FIGS. Of course, it goes without saying that the present invention can be easily applied to other than those described in the embodiments without departing from the spirit of the invention.

  FIGS. 1-7 shows one Example of this invention, FIG. 1 is explanatory drawing which shows the outline | summary of a case management system. FIG. 2 is a flowchart showing the operation of the item management system. FIG. 3 is an explanatory diagram showing the operation of the mail server access unit. FIG. 4 is an explanatory diagram showing the operation of the survey DB access unit. FIG. 5 is an explanatory diagram showing the operation of the information comparison unit. FIG. 6 is an explanatory diagram showing the operation of the information display unit. FIG. 7 is an explanatory diagram showing a display example of a case list by the case management system.

  Based on FIG. 1, the structure of the case management system in a present Example is demonstrated. Reference numeral 1 denotes a case management system that manages inquiry cases from customers 100. 2 is a corresponding department as a requesting user, and 21 is an inquiry DB for managing cases. The case is assigned a case serial number for centrally managing the case by the corresponding department 2 serving as a reception desk, and detailed information on the case (for example, customer name, customer contact name, telephone number) in the inquiry DB 21 , E-mail address, delivery date, inquiry contents, etc.) are registered. Reference numeral 3 denotes an investigation department as a request destination user who receives an investigation request from the corresponding department 2, and conducts investigations on the case. Reference numeral 31 denotes an investigation DB that manages investigation information on the case. In the survey DB 31, the survey status of the project (for example, project serial number, customer name, survey reception date, inquiry product, survey status, responder) is registered by the survey department 3. In addition, the survey department 3 includes an electronic mail server 4, and cooperation with respect to the case correspondence with the corresponding department 2 is performed using electronic mail. It is assumed that the e-mail is described according to a predetermined template (for example, a case serial number in the subject and a customer name, delivery date, and inquiry content in the text).

  Reference numeral 11 denotes a mail server access unit for extracting mail related to the matter from the electronic mail server 4, and reference numeral 12 denotes a mail information storage unit for storing the mail information extracted by the mail server access unit. Reference numeral 13 denotes a survey DB access unit that acquires, from the survey DB 31, a case that the survey department 3 is handling, and a case information that has recently completed the survey and responded to the survey section 2 with the contents of the survey. Reference numeral 14 denotes an information comparison unit that acquires item information acquired by the investigation DB access unit 13 and item information having the same item serial number as the item information from the inquiry DB 21, and compares and associates the item information. Reference numeral 15 denotes a display unit for displaying the case information compared / associated by the information comparison unit 14.

  Next, an outline of the operation of the case management system 1 will be described with reference to FIG. First, a reference request for a case received from a customer from the survey department 3 is made to the case management system 1 (S201). The investigation DB access unit 13 of the case handling system 1 extracts the case being dealt with and the answered case from the investigation DB 31, and obtains the case serial number and the handling history (S202). Subsequently, the mail server access unit 12 extracts the latest transmission / reception mail (for example, the previous five days) from the electronic mail server 4, acquires the case serial number, delivery date, and transmission / reception time, and registers them in the mail information storage unit 12 (S 203). . Based on the acquired information, a case list display process is started (S204). The subsequent processing is repeated for each of a plurality of cases.

  In step S203, it is determined whether information related to the matter has been acquired from the electronic mail server 4 (S204). When information about the matter cannot be acquired from the e-mail server 4, information on the matter is acquired from the inquiry DB 21 (S205). Subsequently, it is determined whether or not an unregistered matter exists in the survey DB 31 (S206). If there is an unregistered case in the survey DB 31, the unregistered warning flag of the case is turned on (S207). It is determined whether delivery date information is set in the mail information of the case or the information in the inquiry DB 21 (S208). When the delivery date information is set, the time from the current time to the delivery date is calculated (S209), and when the delivery date information is not set, the delivery date not set flag is turned on (S210). It is determined whether the case has been answered to the customer (S211). If the case has been answered, the reply flag of the case is turned on (S212). Based on the above-mentioned various flags, the display method of the case is determined (S213). The processing from step S203 to step S213 is repeated for the cases to be displayed, and the case list display processing is terminated (S214).

  Next, the operation of the mail server access unit 11 will be described with reference to FIG. 3. The mail server access unit 11 periodically monitors the electronic mail server 4 and performs the following operations. . First, the mail server access unit 11 acquires the latest (As and Ap) of the message numbers of the transmitted mail and the received mail already stored in the mail information storage unit 12. Subsequently, the e-mail server 4 is accessed to obtain the latest message numbers (Bs and Bp, respectively) of the transmission mail and the reception mail stored in the e-mail server. In the transmission mail, the message number is Bs>. In the case of As, from the transmission mails stored in the electronic mail server 4, those related to the inquiry item are extracted from the transmission mails with the message number after As. Similarly, for the received mail, when the message number is Bp> Ap, among the received mails stored in the electronic mail server 4, those related to the inquiry item are extracted from the received mails with the message number Ap or later. . Each e-mail is decomposed into various parameters (transmission / transmission flag indicating any one of the case serialization, transmission mail / reception mail, inquiry content, transmission or reception time, delivery date, etc.) and recorded in the mail information storage unit 12.

  Next, the operation of each unit in the case list display process will be described with reference to FIGS. When the user of the corresponding department 2 or the investigation department 3 requests the case management system 1 to refer to the list of cases being handled, the investigation DB access unit 13 first selects the target from the investigation DB 31 as shown in FIG. The item information (for example, item information is item serial number, customer name, reception date, inquiry product, survey status, responder, etc.) is acquired and the information comparison unit 14 is called. As shown in FIG. 5, the information comparison unit 14 called from the survey DB access unit 13 first determines the extraction result of the survey DB access unit 13 and the information stored in the mail information storage unit 12 based on the case serial number. Compare and associate. At that time, if the case serial number exists in the mail information storage unit 12 and the case serial number has been resolved in the survey DB 31, information associated with the case serial number is deleted from the mail information storage unit 12. . Further, the inquiry DB 21 is searched using the case serial number as a key, and the case serial numbers existing in the inquiry DB 21 and not in the survey DB 31 are extracted. For the case information acquired from the inquiry DB 21 and the survey DB 31, information is added so that the final response date and delivery date obtained from the inquiry DB 21 and the mail information storage unit 12 are attached and the case list is displayed with the information. The display unit 15 is called.

  The information display unit 15 extracts items that have not been registered in the survey DB 31, items that have not been resolved, and items that have exceeded or are due for delivery from the list information generated by the information comparison unit 14. Sorting by reception date or transmission / reception time, and displaying a list of cases on the screen as shown in FIG. Do.

  According to the case management system 1 as described above, for case serial numbers that are registered in the inquiry DB 21 and not registered in the survey DB 31, unregistered cases, cases whose current time exceeds the due date, or are close to the due date. , Each user who browses can understand at a glance. As a result, the user receives the mail by the mail client, does not scrutinize the contents, and simply refers to the list of cases that can be displayed by the case management system 1 of the present embodiment, so that the inquiry from the customer can be performed. Since the response status can be grasped, it is possible to prevent omission of correspondence even in a business where a large amount of emails are received, and it is possible to appropriately respond to an inquiry received by email.

  As mentioned above, although one Example of this invention was explained in full detail, this invention is not limited to the said Example, A various deformation | transformation implementation is possible within the range of the summary of this invention. For example, the correspondence department 2 and the investigation department 3 are described as one-to-one, but the present invention is not limited to this, and the application is applied to a business having a plurality of investigation departments 31 with respect to the correspondence department 2 serving as one reception window. But there is no problem. In addition, the sent / received mail is described based on the template, and the contents are decomposed by the mail server access unit 11 and stored in the mail information storage unit 12. However, the present invention is not limited to this. Any method may be used as a method for parameterizing the contents described in the e-mail, such as decomposing the parameters into parameters using regular expressions, etc., and accumulating them in the e-mail information accumulating unit 12, etc. As a display method of the display unit, a program or a display device may be selected as appropriate, such as a WEB system or a client server system.

DESCRIPTION OF SYMBOLS 1 Case management system 11 Mail server access part 12 Mail information storage part 13 Investigation DB access part 14 Information comparison part 15 Information display part 2 Corresponding department (requesting user)
21 Inquiry database (Matter information management database)
3 Survey department (requested user)
31 Survey database (request information management database)
4 E-mail server 100 Customer

Claims (2)

A mail server that accumulates e-mails containing information on matters that are sent and received between the requesting user and the requesting user; and
A matter information management database for managing and storing matter information described in emails;
With
The requesting user sends an e-mail with the case serial number for uniquely identifying the case together with the case information that is the content of the case to the mail server, and after the request destination user receives the e-mail, Register the case serial number and matter information listed in the matter information management database, and manage the progress of subsequent matters using the matter information management database, while the requesting user and the requesting user interact with each other via email. It is a matter management system for dealing with
A mail server access unit that accesses the mail server and obtains information of the accumulated email;
A mail information storage unit for temporarily storing the information of the email acquired by the mail server access unit;
An information comparison unit for comparing information of the item information stored in the item information management database with the mail information storage unit;
An information display section for displaying a list of matters,
The mail server access unit extracts the email stored in the mail server based on the item serial number of the item information registered in the item information management database,
Storing the extracted e-mail in the e-mail information storage unit;
The information comparison unit extracts an e-mail (hereinafter referred to as an unregistered item) related to an unregistered item serial number in the item information management database, and outputs the unregistered item to the information display unit. Item management system. It has a request information management database for managing request information of matters,
The matter information is extracted from the request information management database based on the matter serial number of the unregistered matter obtained by the information comparison unit, and the matter information is added together with the unregistered matter and output. Item management system according to 1.

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