JP2011239274A - Complaint handling supporting system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a complaint handling supporting system capable of reducing a load on personnel in charge of complaint handling.SOLUTION: The complaint handling supporting device 100 is provided with a dispatch position terminal information storage part which stores visiting area information indicating a visiting area allocated to each of the dispatch position terminals 200-1 to 200-n in such a manner that the information is associated with an address of dispatch position terminal. When a request for complaint handling is sent by a customer terminal 400, the device searches the dispatch position terminal information storage part for an address of a dispatch position terminal whose visiting area includes the visit destination indicated by the visit destination information, and transmits a visit instruction containing failure type information, failure generation position information and visit destination information to the searched address.

Description

  The present invention relates to a complaint processing support system used when processing a complaint received from a user of a mobile communication terminal such as a mobile phone or a PHS terminal.

  Mobile phone operators are focusing on measures to improve customer satisfaction in order to prevent customers from switching away from other companies. For example, to deal with dissatisfaction with the call area and communication quality (specifically, out of service area, interruption during a call, slow communication speed, etc.), which is one of the major causes of customer churn. The field intensity is actually measured to identify the weak electric field region, and a new base station is installed so that the electric field environment in the weak electric field region is improved (see, for example, Patent Document 1).

JP2007-116244A

  As described in Patent Document 1, by installing a new base station in a weak electric field region obtained by actually measuring the electric field strength, customer dissatisfaction can be eliminated for that region. However, it is difficult to obtain all the weak electric field areas, and a new weak electric field area may be generated by a newly constructed building. It is difficult to eliminate all dissatisfaction with communication quality. For this reason, it is important to receive customer complaints regarding communication quality and appropriately process them in order to suppress customer churn.

  By the way, as a method of receiving a complaint from a customer, for example, a method of providing a complaint receiving server in a complaint receiving center or the like and using this server to receive a complaint from a customer can be considered. That is, when accessed from the customer terminal, the server transmits a complaint input screen to the customer terminal. When the complaint content input using the screen is transmitted from the customer terminal, the server receives the complaint content. Display on the display. Then, the person in charge of complaint processing performs complaint processing according to the displayed complaint content. According to this method, the customer can easily transmit the complaint content to the server using the complaint input screen. However, since the server simply displays the content of the complaint sent from the customer terminal on the display unit, there is a problem that the burden on the person in charge of the complaint processing increases. For example, when dispatching a visitor to a customer's home that sent a complaint to investigate the radio wave condition, the person in charge of complaints identifies the visitor's dispatch base based on the customer's address, etc. Since the content of the complaint must be transmitted to the base, the burden on the person in charge of complaint processing becomes large.

[Object of the invention]
SUMMARY OF THE INVENTION An object of the present invention is to provide a complaint handling support system that solves the problem that the burden on a complaint handler increases.

A first claim processing support system according to the present invention includes:
A complaint handling support device and a plurality of dispatch bases;
The claim processing support device includes:
For each of the dispatch base terminals, visit area information indicating the visit area assigned to the dispatch base terminal, and the dispatch base terminal information storage unit recorded in association with the address of the dispatch base terminal,
Complaint processing request sent from a customer terminal, which includes defect type information indicating the type of defect that has occurred, defect position information indicating the position where the defect has occurred, and destination information indicating a destination In response, the address of the dispatch base terminal that includes the visit destination indicated by the visit destination information in the visit area is searched from the dispatch base terminal information storage unit, and the fault type information and the fault occurrence are detected for the searched address. A visit instruction transmission means for transmitting a visit instruction including position information and the visited information,
The dispatch base terminal is
A display unit;
And a visit instruction processing means for displaying on the display unit the defect type information, the defect occurrence position information, and the visit destination information included in the visit instruction sent to the terminal.

The claim processing support apparatus according to the present invention is:
A claim processing support device that is a component of a claim processing support system including a claim processing support device and a plurality of dispatch base terminals,
For each of the dispatch base terminals, visit area information indicating the visit area assigned to the dispatch base terminal, and the dispatch base terminal information storage unit recorded in association with the address of the dispatch base terminal,
Complaint processing request sent from a customer terminal, which includes defect type information indicating the type of defect that has occurred, defect position information indicating the position where the defect has occurred, and destination information indicating a destination In response, the address of the dispatch base terminal that includes the visit destination indicated by the visit destination information in the visit area is searched from the dispatch base terminal information storage unit, and the fault type information and the fault occurrence are detected for the searched address. A visit instruction transmission means for transmitting a visit instruction including the position information and the visit destination information.

The claim processing support method according to the present invention includes:
Complaint processing support device provided with a dispatch base terminal information storage unit in which, for each dispatch base terminal, the visit area information indicating the visit area assigned to the dispatch base terminal and the address of the dispatch base terminal are recorded in association with each other But,
Complaint processing request sent from a customer terminal, which includes defect type information indicating the type of defect that has occurred, defect position information indicating the position where the defect has occurred, and destination information indicating a destination In response, the address of the dispatch base terminal that includes the visit destination indicated by the visit destination information in the visit area is searched from the dispatch base terminal information storage unit, and the fault type information and the fault occurrence are detected for the searched address. A visit instruction including the location information and the visit destination information is transmitted.

The program according to the present invention is:
For each dispatch base terminal, a computer provided with a dispatch base terminal information storage unit in which the visit area information indicating the visit area assigned to the dispatch base terminal and the address of the dispatch base terminal are recorded in association with each other.
Complaint processing request sent from a customer terminal, which includes defect type information indicating the type of defect that has occurred, defect position information indicating the position where the defect has occurred, and destination information indicating a destination In response, the address of the dispatch base terminal that includes the visit destination indicated by the visit destination information in the visit area is searched from the dispatch base terminal information storage unit, and the fault type information and the fault occurrence are detected for the searched address. It functions as a visit instruction transmitting means for transmitting a visit instruction including the position information and the visited information.

  According to the present invention, the burden on the person in charge of complaint processing can be reduced.

It is a block diagram which shows the example of whole structure of the claim processing assistance system concerning this invention. 2 is a block diagram illustrating a configuration example of a complaint processing support apparatus 100. FIG. It is a figure which shows the example of the content of the claim related information storage part 111. FIG. It is a figure which shows the example of the content of the dispatch base terminal information storage part 112. FIG. It is a figure which shows the example of the content of the telephone call area information storage part. It is a figure which shows an example of a complaint input screen. It is a block diagram which shows the structural example of the dispatch base terminal 200-1. 3 is a block diagram illustrating a configuration example of a visitor terminal 300. FIG. It is a figure which shows an example of a treatment content input screen. FIG. 10 is a sequence diagram illustrating a processing example when a complaint processing request is transmitted from the customer terminal 400 to the complaint processing support apparatus 100. It is a sequence diagram which shows the process example at the time of transmitting the electronic mail which described the visit date and time etc. to the visitor terminal 300 from the dispatch base terminal 200-1. It is a sequence diagram which shows the process example at the time of transmitting the treatment content registration request with respect to the dispatch base terminal 200-1 from the visitor terminal 300. FIG. 4 is a flowchart showing a processing example of mail transmission means 106. 10 is a flowchart showing a processing example of a search unit 206.

  Next, embodiments of the present invention will be described in detail with reference to the drawings.

  Referring to FIG. 1, an embodiment of a complaint handling support system according to the present invention includes a complaint handling support apparatus 100, dispatch base terminals 200-1 to 200-n installed at each visitor dispatch base, and visits. A visitor terminal 300 and a customer terminal 400 that are used by employees are connected to each other via a network 500 such as the Internet.

  The complaint processing support apparatus 100 is realized by a computer that operates under program control, and is connected to a storage device 110 such as a magnetic disk device, an input unit 120 such as a keyboard, and a display unit 130 such as an LCD. Yes. The dispatch base terminals 200-1 to 200-n are realized by a computer that operates under program control, and is connected to a storage device 210, an input unit 220, and a display unit 230.

  Referring to FIG. 2, the complaint processing support apparatus 100 includes a transmission / reception unit 101 and a control unit 102. The control unit 102 includes a complaint input screen transmission unit 103, a registration unit 104, a visit instruction transmission unit 105, a mail transmission unit 106, and a search unit 107. Further, the storage device 110 includes a complaint related information storage unit 111, a dispatch base terminal information storage unit 112, a call area information storage unit 113, and a complaint input screen storage unit 114.

  Referring to FIG. 3, in the complaint related information storage unit 111, an identifier for uniquely identifying the complaint related information, and failure occurrence location information (for example, address, latitude / longitude) indicating a location where a failure such as a call disconnection occurs. , Postal code, etc.), defect type information indicating what kind of trouble occurred, customer information (including name, address, telephone number, and email address) of the customer who sent the complaint, Radio wave status information indicating the radio wave status, treatment information indicating the actions taken by the visitor to resolve the defect, sales promotion information indicating what type of sales promotion activities the visitor has performed, and the visitor name And the visit date are recorded in association with each other.

  Referring to FIG. 4, in the dispatch base terminal information storage unit 112, the IP address of the terminal and the terminal are installed in association with the terminal name assigned to the dispatch base terminals 200-1 to 200-n. The area information indicating the area in charge of the visit at the dispatching base is recorded. As the area information, for example, an address can be used.

  Referring to FIG. 5, in the call area information storage unit 113, a service start flag indicating whether or not a service is started in the call area in association with the call area information indicating the call area, a service start scheduled date, Is recorded. As the call area information, for example, an address can be used.

  The complaint input screen storage unit 114 stores data for displaying the complaint input screen (claim input screen display data).

  The transmission / reception unit 101 has a function of transmitting / receiving data via the network 500.

  The complaint input screen transmission means 103 has a function of transmitting complaint input screen data to the customer terminal 400 that has accessed the device 100. Referring to FIG. 6, the complaint input screen includes a selection field 61 for selecting the type of defect, an input field 62 for inputting the position where the defect occurs, and an input field for inputting the customer's name, address, telephone number, and mail address. 63 to 66 and a transmission button 67 are provided.

  When the registration processing unit 104 receives a complaint processing request including defect type information, defect occurrence position information, and customer information (sometimes referred to as customer-related complaint related information) from the customer terminal 400, the registration unit 104 It has a function of generating an identifier for uniquely identifying information, and associating this identifier with the customer-side complaint related information in the complaint processing request sent from the customer terminal and recording it in the complaint related information storage unit 111. Also, the registration means 104 sends the radio wave status information, treatment information, sales promotion information, visitor name, and visit date from the dispatch base terminals 200-1 to 200-n (this information may also be referred to as dispatch base side complaint related information. If a treatment content registration request including an identifier is sent, a record in which the identifier is recorded is retrieved from the complaint related information storage unit 111, and the action in the treatment content registration request is included in the retrieved record. Record base-side complaint related information. The complaint-related information is composed of the customer-side complaint-related information and the dispatch base-side complaint-related information.

  The visit instruction transmitting means 105 searches the dispatch base terminal information storage section 112 using the customer address in the customer-related complaint related information recorded in the complaint related information storage section 111 by the registration means 104 as a key, thereby By calling the call area information storage unit 113 using the function for obtaining the IP address of the dispatch base terminal as the transmission destination and the trouble occurrence position information in the customer-side complaint related information as a key, the call area to which the trouble occurrence position belongs And a function for inputting a service start flag and a scheduled service start date, and a function for transmitting a visit instruction to the IP address. The visit instruction includes the customer-side complaint related information and identifier recorded in the complaint related information storage unit 111 by the registration unit 104, and the service start flag and the scheduled service start date input from the call area information storage unit 113. .

  The mail transmission means 106 transmits an e-mail according to the contents of the treatment performed during the visit, the sales promotion activities, etc. to the customer whose predetermined period has elapsed from the visit date recorded in the complaint related information storage unit 111 It has the function to do.

  The search means 107 has a function of searching for claim related information satisfying the search condition input from the input unit 120 from the claim related information storage unit 111 and displaying it on the display unit 130.

  The claim processing support apparatus 100 can be realized by a computer, and when realized by a computer, for example, is as follows. A recording medium, such as a disk or semiconductor memory, on which a program for causing a computer to function as the complaint input screen transmission unit 103, the registration unit 104, the visit instruction transmission unit 105, the mail transmission unit 106, and the search unit 107 is prepared and stored in the computer. Read the above program. The computer realizes the above-described means 103 to 107 on its own computer by controlling its own operation according to the read program.

  Referring to FIG. 7, the dispatch base terminal 200-1 includes a transmission / reception unit 201, a control unit 202, a storage device 210, an input unit 220, and a display unit 230. The control unit 202 includes a visit instruction processing unit 203, a mail transmission unit 204, a treatment content record transmission unit 205, and a search unit 206.

  The storage device 210 includes a complaint related information storage unit 211 and a visitor information storage unit 212. In the complaint related information storage unit 211, in addition to the items recorded in the complaint related information storage unit 111 of the complaint processing support apparatus 100, a service start flag and a scheduled service start date are recorded. In the visitor information storage unit 212, an email address is recorded in association with information for identifying a visitor (in this embodiment, the name of the visitor).

  When the visit instruction processing unit 203 receives a visit instruction including the customer-side complaint related information, the identifier, the service start flag, and the scheduled service start date from the complaint processing support apparatus 100, the visit instruction processing unit 203 stores the complaint related information on the storage device 210. The unit 211 has a function of recording the identifier, the customer-side complaint related information, the service start flag, and the scheduled service start date in association with each other. Furthermore, the visit instruction processing unit 203 has a function of displaying on the display unit 230 customer-related complaint related information, an identifier, a service start flag, and a scheduled service start date included in the visit instruction.

  When a mail transmission request including the name of a visitor visiting the customer's home, the identifier of the related complaint related information, and the scheduled visit date / time is input from the input unit 220, the mail transmission unit 204 receives the visitor terminal 300 of the visitor. The customer-side complaint related information, the service start flag, the service start scheduled date, the scheduled visit date and time, and the identifier recorded in the complaint related information storage unit 211 in association with the identifier It has the function to transmit the electronic mail described in 1. The email address of the visitor can be obtained by searching the visitor information storage unit 212 using the visitor's name as a key.

  The treatment content record transmission means 205 receives a treatment content registration request including the radio wave status information, treatment information, sales promotion information, visitor name, visit date (calling base side complaint related information) and identifier from the visitor terminal 300. Then, the record related information storage unit 211 in the storage device 210 is searched for the record in which the identifier is recorded, and the dispatch base side claim related information in the action content registration request is recorded in the searched record. . Further, the treatment content registration record transmission unit 204 has a function of transferring a treatment content registration request sent from the visitor terminal to the complaint processing support apparatus 100.

  The search unit 206 has a function of searching for claim related information satisfying the search condition input from the input unit 220 from the claim related information storage unit 211 and displaying it on the display unit 230.

  The other dispatch base terminals 200-2 to 200-n have the same configuration. The dispatch base terminal 200-1 can be realized by a computer. In that case, a recording medium such as a disk or semiconductor memory on which a program for causing the computer to function as the visit instruction processing unit 203, the mail transmission unit 204, the treatment content recording transmission unit 205, and the search unit 206 is prepared, What is necessary is just to make a computer read the said program.

  Referring to FIG. 8, a visitor terminal 300 realized by a mobile communication terminal such as a mobile phone includes a transmission / reception unit 301, a control unit 302, a display unit 303 such as an LCD, and an input unit 304 such as a touch panel and keys. And a storage device 305.

  The storage device 305 is provided with a treatment content input screen storage unit 306, a transmission destination information storage unit 307, and an e-mail storage unit 308.

  The treatment content input screen storage unit 306 stores data for displaying the treatment content input screen on the display unit 303. Referring to FIG. 9, the treatment content input screen includes an input field 91 for a radio wave condition (measured electric field strength in the present embodiment), a selection column 92 for the content of the implemented treatment, and the name of the product for which sales promotion has been performed. A service name input field 93, a visitor name input field 94, a visit date / time input field 95, an identifier input field 96, and a send button 97 are provided.

  In the transmission destination information storage unit 307, the IP address of the dispatch base terminal installed at the dispatch base to which the visitor belongs is recorded. The e-mail storage unit 308 records an e-mail sent to the terminal itself.

  The transmission / reception unit 301 has a function of transmitting / receiving data via the network 500.

  The control unit 302 displays on the display unit 303 the content of the text of the e-mail sent from the dispatch base terminal (for example, the dispatch base terminal 200-1) installed at the dispatch base to which the visitor belongs. Each function entered by the visitor using the treatment content input screen as shown in FIG. 9 on the display unit 303 according to the function or the data recorded in the treatment content input screen storage unit 305 It has a function of transmitting a treatment content registration request including information to the dispatch base terminal 200-1.

  The control unit 302 can be realized by a CPU (Central Processing Unit). In this case, a recording medium such as a disk on which a program for causing the CPU to function as the control unit 302 is prepared, and the program is stored in the CPU. Read it.

  Next, the operation of the present embodiment will be described in detail with reference to the drawings. First, with reference to the sequence diagram of FIG. 10, an operation when a customer transmits a complaint processing request to the complaint processing support apparatus 100 will be described.

  When the customer is dissatisfied with the call area or communication quality, the customer accesses the complaint processing support apparatus 100 from the customer terminal 400 such as a mobile phone or a personal computer (step S101).

  When accessed from the customer terminal 400, the control unit 102 in the complaint processing support apparatus 100 uses the complaint input screen transmission unit 103 to transmit the complaint input screen data recorded in the complaint input screen storage unit 114 to the customer terminal. It transmits to 400 (step S102).

  The customer terminal 400 displays a complaint input screen as shown in FIG. 6 on the display unit (not shown) of the terminal itself according to the complaint input screen data (step S103). As a result, the customer selects the type of defect that has occurred using the selection column 61 and inputs necessary items in the input columns 62 to 66 (step S104). When all necessary items are selected and entered, the customer operates the send button 67. As a result, the customer terminal 400 displays defect type information indicating the type of defect selected using the selection column 61, defect occurrence position information input to the input column 62, and customers input to the input columns 63 to 66. The claim processing request including the name, address, telephone number, and mail address is sent to the claim processing support apparatus 100 (step S105). That is, the customer terminal 400 transmits a complaint processing request including customer complaint related information to the complaint processing support apparatus 100.

  When the control unit 102 in the complaint processing support apparatus 100 receives the complaint processing request sent from the customer terminal 400 via the transmission / reception unit 101, it passes it to the registration means 104. As a result, the registration unit 104 generates an identifier for uniquely identifying the claim related information, and associates this identifier with the customer side complaint related information in the claim processing request and records it in the claim related information storage unit 111 (step). S106). Thereafter, the registration unit 104 passes the generated identifier and the customer-side complaint related information to the visit instruction transmission unit 105.

  As a result, the visit instruction transmitting means 105 searches the dispatch base terminal information storage unit 112 using the customer address in the customer-side complaint related information as a key, thereby obtaining the IP address of the dispatch base terminal as the destination of the visit instruction. Ask for. Next, the visit instruction transmission means 105 searches the call area information storage unit 113 using the defect occurrence position information in the customer-side complaint related information as a key, so that the service start flag and service related to the call area to which the defect occurrence position belongs Enter the scheduled start date. Thereafter, the visit instruction transmission means 105 transmits the visit instruction including the customer-side complaint related information, the identifier, the service start flag, and the scheduled service start date to the IP address searched from the dispatch base terminal information storage unit 112 ( Step S107). In the following description, it is assumed that the IP address retrieved from the dispatch base terminal information storage unit 112 is the IP address of the dispatch base terminal 200-1.

  When the control unit 202 in the dispatch base terminal 200-1 receives the visit instruction sent from the complaint processing support apparatus 100 via the transmission / reception unit 201, it passes it to the visit instruction processing means 203. As a result, the visit instruction processing unit 203 records the identifier, customer-side service related information, service start flag, and scheduled service start date included in the visit instruction in the claim related information storage unit 211 in association with each other. Further, the visit instruction processing unit 203 displays the identifier, the customer-side service related information, the service start flag, and the scheduled service start date on the display unit 230 (step S108).

  When the above information is displayed on the display unit 230, the person in charge of complaint processing at the dispatch base terminal 200-1 contacts the customer by calling the displayed telephone number, and determines the visit date and time. To do.

  Next, an operation in the case where an e-mail notifying the visit date and time etc. is transmitted from the dispatch base terminal 200-1 to the visitor terminal 400 will be described with reference to the sequence diagram of FIG.

  The person in charge of complaint handling at the dispatch base terminal 200-1 contacts the customer based on the information displayed on the display unit 230, and determines the visitor when the scheduled visit date and time is determined. Thereafter, the person in charge of complaint processing inputs an email transmission request including the identifier displayed on the display unit 230, the determined name of the visitor, and the scheduled visit date and time from the input unit 220 (step S111).

  When a mail transmission request is input, the mail transmission means 204 first obtains the mail address of the visitor by searching the visitor information storage unit 212 using the visitor's name as a key. Next, the mail transmission unit 204 stores the defect occurrence position information, defect type information, customer information, service start flag, and service start scheduled date recorded in association with the identifier in the mail transmission request from the claim related information storage unit 211. The entered information is placed at a predetermined position in the mail text. Furthermore, the identifier in the mail transmission request and the scheduled visit date and time are also arranged at a predetermined position in the mail text. Thereafter, the mail transmitting means 204 transmits the mail text to the mail address of the visitor who has already been requested (step S112). In step S112, the mail transmission unit 204 matches the identifier of the scheduled visit date and time in the mail transmission request with the identifier in the mail transmission request that is recorded in the complaint related information storage unit 211. Processing to write to the record is also performed.

  When the control unit 302 in the visitor terminal 300 receives the e-mail from the dispatch base terminal 200-1 via the transmission / reception unit 301, the control unit 302 records the e-mail in the e-mail storage unit 308 and displays the contents on the display unit 303. It is displayed (step S113).

  The visitor recognizes the address, name, and scheduled visit date / time of the visit destination based on the contents of the e-mail displayed on the display unit 303. Further, the visitor prepares equipment and materials necessary for the visit based on the defect type information, the service start flag, the scheduled service start date, etc. displayed on the display unit 303. For example, if the failure type is “call disconnection” and the service start flag indicates service start, a simple repeater or an external antenna is prepared, and the failure type is “out of service area” and the service start flag is If the service start is not indicated, a document such as a map in which the service start date and time of each call area is described is prepared.

  When the scheduled visit date and time is reached, the visitor visits the customer's house, asks the customer where the radio wave condition is bad, and performs radio wave measurement. Then, the measurement result is explained to the customer on the spot. Specifically, radio wave strength (electric field strength), call quality, communication speed, etc. will be explained carefully according to the customer's level of understanding. In addition, depending on the radio wave condition, equipment for preventing radio interference (simple repeaters, external antennas, etc.) will be installed to eliminate customer dissatisfaction.

  In addition, depending on the radio wave condition, there is a case where measures cannot be taken by the device and the radio wave condition cannot be improved. However, the customer can feel the sincerity of the mobile phone carrier by the fact that the mobile phone carrier has bothered to visit his / her home and that he / she carefully explained the radio wave conditions. As a result, customer satisfaction can be improved and customer departure can be suppressed.

  When visiting a customer's home, a visitor who mainly handles customer service and a visitor who mainly performs radio wave measurement and equipment installation may be used. By visiting with a plurality of visitors, it is possible to prevent the customer from being greeted with care and being obsessed with radio wave measurement, equipment installation work, etc. and causing a rude response to the customer.

  As described above, the customer can deeply feel the sincere response of the mobile phone carrier through the private home visit business. At the same time, it is possible to make use of it for future improvement by letting the customer dissatisfaction.

  In the private home visit work, radio wave measurement and equipment installation are mainly performed, but sales promotion activities to customers may also be performed. A conversation with a customer occurs after a radio wave survey. Among them, questions about fees and services may come up. This site will be used to promote mobile phone carrier products and services, promote sales, and consult. For example, it may be possible to introduce new models, solicit Internet lines, sign contracts, and give advice on reviewing current contract plans. Sales from trusted visitors are effective and persuasive, and are considered to be more effective than general store sales formats, telephone appointments, and direct mail sales formats.

  Next, the operation when registering the treatment details performed at the customer's home will be described with reference to the sequence diagram of FIG.

  When the visitor finishes the work at the customer's house, the visitor inputs a treatment content input screen display instruction from the input unit 304 of the visitor terminal 300. As a result, the control unit 302 displays a treatment content input screen as shown in FIG. 9 on the display unit 303 in accordance with the data stored in the treatment content input screen storage unit 305 (step S121).

  As a result, the visitor inputs the measured radio wave status in the input field 91, selects the treatment performed using the selection field 92, and enters the name of the product or service that has performed the sales promotion activity in the input field 93. . Furthermore, the visitor inputs the visitor name, the visit date and time, and the identifier (identifier included in the visit instruction) in the input fields 94, 95, and 96, respectively. When all necessary items are entered and selected, the send button 97 is operated. As a result, the control unit 302 creates a treatment content registration request including the content input and selected by the visitor using the treatment content input screen, and records the created treatment content registration request in the transmission destination information storage unit 307. It transmits to the dispatch base terminal 200-1 according to the transmitted destination information (step S123).

  When the control unit 202 in the dispatch base terminal 200-1 receives the treatment content registration request from the visitor terminal 300 via the transmission / reception unit 201, it passes it to the treatment content record transmission means 205. As a result, the treatment content record transmitting means 205 stores the various information included in the treatment content registration request (the dispatch base side complaint related information) in the records recorded in the complaint related information storage unit 211. It is recorded in a record in which the same identifier as the requested identifier is recorded (step S124). Thereafter, the treatment content record transmission unit 205 transfers the treatment content registration request sent from the visitor terminal 300 to the complaint processing support apparatus 100 (step S125).

  When receiving the treatment content registration request sent from the dispatch base terminal 200-1 via the transmission / reception unit 101, the control unit 102 in the complaint processing support apparatus 100 passes it to the registration unit 104. As a result, the registration unit 104 includes, in the treatment content registration request, a record in which the same identifier as the identifier in the treatment content registration request is recorded among the records recorded in the claim related information storage unit 111. Each information (call base-side claim related information) is recorded (step S126).

  Next, the operation of the mail transmission means 106 in the claim processing support apparatus 100 will be described with reference to the flowchart of FIG.

  For example, the mail transmission means 106 searches the complaint related information storage unit 111 once a day at a predetermined time, and the visit date / time is a predetermined period (for example, one week) before the current date / time. One record is found (step S131). Then, an e-mail text corresponding to the action content and sales promotion content (the name of the promoted product and service) in the found record is created, and the created e-mail text is sent by e-mail to the e-mail address in the record ( Step S133). The mail transmission means 106 repeats the above process, and when there is no record that satisfies the above conditions (NO in step S132), the process is terminated. Here, the process of step S133 will be described in detail as follows. The text described in the mail text is recorded in the storage device 110 for each treatment content, and the text described in the mail text is recorded in the storage device 110 for each product name and service name promoted. For example, “How is the simple repeater that was set up the other day? How about the condition of the simple repeater installed?” Is associated with the action content “Installation of external antenna” and “How is the external antenna installed the other day? How is it? If there is a problem, please contact XX.” Keep it. Also, add the product name “AAA” and record “Did you consider purchasing the product AAA that I explained at the time of your visit? Please contact △△ when purchasing.” . Then, the text recorded in association with the treatment content and the text recorded in association with the product name and service name promoted are pasted into the mail body and transmitted to the corresponding mail address.

  Next, operation | movement of the search means 206 in the dispatch base terminal 200-1 is demonstrated with reference to the flowchart of FIG. When searching for a record that satisfies a predetermined condition, the person in charge of complaint processing at the dispatch base terminal 200-1 inputs a search request including the search condition from the input unit 220 (step S141). Thereby, the search means 206 searches the claim relevant information storage part 211 for a record that satisfies the search condition, and displays the searched record on the display part 230 (steps S142 and S143). Note that the search means 107 in the claim processing support apparatus 100 also has the same function.

[Effect of the embodiment]
According to the present embodiment, it is possible to reduce the burden on the person in charge of complaint processing. The reason is that the complaint processing support apparatus 100 that receives a complaint processing request from the customer terminal 400 has the visit area information indicating the visit area assigned to the dispatch base terminal for each of the dispatch base terminals 200-1 to 200-n. And a dispatch base terminal information storage unit 112 recorded in association with the address of the dispatch base terminal, and when a complaint processing request is sent from the customer terminal, the stored contents of the dispatch base terminal information storage unit 112 This is because there is provided a visit instruction transmitting means 105 for determining a dispatch base terminal to be a destination of the visit instruction based on this and transmitting the visit instruction to the determined dispatch base terminal. In other words, the person in charge of complaint handling of the complaint handling support apparatus 100 identifies the visitor's dispatch base based on the address of the customer who has sent the complaint handling request, or contacts the identified dispatch base. Since it becomes unnecessary, the burden on the person in charge of complaint handling of the complaint handling support apparatus 100 can be reduced. In this embodiment, the dispatch base terminals 200-1 to 200-n include a visitor information storage unit in which visitor information unique to each visitor and an email address are recorded for each visitor. When a mail transmission request including visitor identification information is input from the input unit, the above-mentioned person also transmits an e-mail to the mail address recorded in the visitor information storage unit in association with the person identification information 204 is provided, the burden on the person in charge of complaint handling at the dispatch base terminal can be reduced.

  Furthermore, in the present embodiment, customer information, contents of measures for dealing with radio wave interference performed by the visitor at the customer's home, etc. are recorded in the complaint processing support apparatus 100 and the dispatch base terminals 200-1 to 200-n. Since the search means 107 and 206 for searching the related claims related information storage units 111 and 211 are provided, necessary customer information and related information can be easily obtained.

  Moreover, in this Embodiment, the mail transmission which transmits the email according to treatment content with respect to the customer from whom the predetermined period passed since the visit date based on the content of the claim related information storage part 111 Since the means 106 is provided, an appropriate e-mail can be transmitted to the customer without burdening the person in charge of complaint processing.

DESCRIPTION OF SYMBOLS 100 Claim processing support apparatus 101 Transmission / reception part 102 Control part 103 Claim input screen transmission means 104 Registration means 105 Visit instruction | indication transmission means 106 Mail transmission means 107 Search means 110 Storage apparatus 111 Claim related information storage part 112 dispatch base terminal information storage part 113 Call Area information storage unit 114 Claim input screen storage unit 120 Input unit 130 Display unit 200 Departure base terminal 201 Transmission / reception unit 202 Control unit 203 Visit instruction processing unit 204 Mail transmission unit 205 Treatment content recording transmission unit 206 Search unit 210 Storage device 211 Claim related Information storage unit 212 Visitor information storage unit 220 Input unit 230 Display unit 300 Visitor terminal 301 Transmission / reception unit 302 Control unit 303 Display unit 304 Input unit 305 Storage device 306 Treatment content input screen storage unit 307 Transmission destination information storage 308 e-mail storage unit 400 visits membered terminal 500 network 61 selects column 62-66 input column 67 transmission button 91,93～96 input column 92 selection field 97 transmission button

Claims (8)

A complaint handling support device and a plurality of dispatch bases;
The claim processing support device includes:
For each of the dispatch base terminals, visit area information indicating the visit area assigned to the dispatch base terminal, and the dispatch base terminal information storage unit recorded in association with the address of the dispatch base terminal,
Complaint processing request sent from a customer terminal, which includes defect type information indicating the type of defect that has occurred, defect position information indicating the position where the defect has occurred, and destination information indicating a destination In response, the address of the dispatch base terminal that includes the visit destination indicated by the visit destination information in the visit area is searched from the dispatch base terminal information storage unit, and the fault type information and the fault occurrence are detected for the searched address. A visit instruction transmission means for transmitting a visit instruction including position information and the visited information,
The dispatch base terminal is
A display unit;
Complaint processing support system comprising: visit type processing means for displaying on the display unit fault type information, fault location information and destination information included in a visit instruction sent to the terminal itself . The claim processing support system according to claim 1,
The claim processing support device includes:
A complaint processing support device side complaint related information storage unit;
In response to the complaint processing request sent from the customer terminal, a unique identifier is generated, and the generated identifier and defect type information, defect occurrence position information, and visit destination information included in the complaint processing request, And registering means for recording in the claim processing support device side claim related information storage unit in association with,
The visit instruction includes an identifier generated by the registration means in addition to the defect type information, the defect occurrence position information, and the visited information.
The dispatch base terminal is
It has a dispatch related terminal side complaint related information storage unit,
The visit instruction processing means records the defect type information, the defect occurrence position information, the visited information and the identifier included in the visit instruction sent to the own terminal in the dispatch base terminal side complaint related information storage unit. Claim processing support system characterized by The claim support system according to claim 2,
It also has a visitor terminal for visitors,
The dispatch base terminal is
An input section;
For each visitor, a visitor information storage unit in which the visitor identification information unique to the visitor and the email address of the visitor terminal of the visitor are recorded in association with each other,
A mail transmission request input from the input unit, recorded in association with the visitor identification information from the visitor information storage unit in response to a mail transmission request including an identifier, visitor identification information, and scheduled visit date and time And the failure type information, the failure occurrence location recorded in the dispatch base terminal side complaint related information storage unit in association with the identifier and the scheduled visit date and time. A complaint processing support system comprising: a mailing base side mail transmitting means for transmitting a mail text in which information and visit destination information are described. The claim processing support system according to claim 3,
The dispatch base terminal is
In response to the treatment content registration request sent from the visitor terminal to the terminal itself, the treatment content performed by the visitor at the visited customer's home, the visit date and time, and the identifier, The treatment content and the visit date and time are recorded in the dispatch base terminal side complaint related information storage unit in association with the identifier, and the treatment content record transmitting means for sending the treatment content registration request to the complaint processing support device;
A dispatch base terminal side search means for searching for information that matches the input search condition from the dispatch base terminal side claim related information storage unit;
In response to the treatment content registration request transferred from the dispatch base terminal, the registration means associates the treatment content and the visit date / time included in the treatment content registration request with the identifier in the treatment content registration request. Recorded in the complaint processing support device side complaint related information storage unit,
The claim processing support device includes:
A claim processing support system comprising a claim processing support device side search means for searching the claim processing support device side complaint related information storage unit for information that matches an input search condition. The claim processing support system according to claim 4,
The claim processing request includes a customer email address,
The registration unit records the defect type information, the defect occurrence position information, and the visit destination information in the claim processing request in association with the generated identifier in the claim processing device side claim related information storage unit when the customer mail The address is also recorded in association with the identifier,
The claim processing support device includes:
Based on the content of the complaint processing support device side complaint related information storage unit, the complaint processing support device side transmits an e-mail corresponding to the treatment content to a customer who has passed a predetermined period from the visit date and time. A claim processing support system comprising a mail transmission means. A claim processing support device that is a component of a claim processing support system including a claim processing support device and a plurality of dispatch base terminals,
For each of the dispatch base terminals, visit area information indicating the visit area assigned to the dispatch base terminal, and the dispatch base terminal information storage unit recorded in association with the address of the dispatch base terminal,
Complaint processing request sent from a customer terminal, which includes defect type information indicating the type of defect that has occurred, defect position information indicating the position where the defect has occurred, and destination information indicating a destination In response, the address of the dispatch base terminal that includes the visit destination indicated by the visit destination information in the visit area is searched from the dispatch base terminal information storage unit, and the fault type information and the fault occurrence are detected for the searched address. A claim processing support device comprising: a visit instruction transmitting means for transmitting a visit instruction including position information and the visited information. Complaint processing support device provided with a dispatch base terminal information storage unit in which, for each dispatch base terminal, the visit area information indicating the visit area assigned to the dispatch base terminal and the address of the dispatch base terminal are recorded in association with each other But,
Complaint processing request sent from a customer terminal, which includes defect type information indicating the type of defect that has occurred, defect position information indicating the position where the defect has occurred, and destination information indicating a destination In response, the address of the dispatch base terminal that includes the visit destination indicated by the visit destination information in the visit area is searched from the dispatch base terminal information storage unit, and the fault type information and the fault occurrence are detected for the searched address. A claim processing support method, comprising: transmitting a visit instruction including position information and the visit destination information. For each dispatch base terminal, a computer provided with a dispatch base terminal information storage unit in which the visit area information indicating the visit area assigned to the dispatch base terminal and the address of the dispatch base terminal are recorded in association with each other.
Complaint processing request sent from a customer terminal, which includes defect type information indicating the type of defect that has occurred, defect position information indicating the position where the defect has occurred, and destination information indicating a destination In response, the address of the dispatch base terminal that includes the visit destination indicated by the visit destination information in the visit area is searched from the dispatch base terminal information storage unit, and the fault type information and the fault occurrence are detected for the searched address. A program for functioning as a visit instruction transmitting means for transmitting a visit instruction including position information and the visited information.

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