KR100223954B1 - Management system with database system and ars system - Google Patents

Abstract

The present invention relates to a customer management system for creating an efficient customer service by organically connecting a database system and an ARS (auto answering service) system. An exchange command unit for outputting an extension telephone number signal of a dedicated counselor to an exchange; A database system having a customer database, an agent database, an agent terminal database, a monitoring database, and the like; Exchanger; Agent 's terminal; Database terminal; It is composed of a telephone and an agent, the customer simply enters the ID number on the phone to send the customer's personal details and management data to the dedicated agent to provide a high-level service to the customer as well as the customer By monitoring the marketing related questionnaire from the company, it is possible to establish the company's future marketing strategy. It is always updated with a new database so that the latest customer information is available in real time.

Description

Customer management system using database system and ARS system

1 is an overall schematic diagram of a customer management system according to the present invention;

2 is a flowchart for explaining an operation state in the ARS system and the exchange command unit in the customer management system according to the present invention;

3 is a flowchart for explaining an operation state at the database system side in the customer management system according to the present invention;

4 is a flowchart illustrating an operation state of a counselor side terminal unit in the customer management system according to the present invention;

5 is a flowchart illustrating an operation state of the database terminal unit in the customer management system according to the present invention.

* Explanation of symbols for the main parts of the drawings

10: ARS system unit 20: exchange command unit

30: database system part 40: switchboard

50: A / S counselor side terminal 60: A / S counselor side phone

70: database terminal unit

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer management system using a telephone, and more particularly, to a database management system and an ARS system for creating an efficient customer service by organically connecting a database system and an ARS system. will be.

Conventionally, a customer management system using a telephone. When an ARS system is used to guide a customer and connects with an agent, any counselor connected to the customer enters the customer's name or social security number using his terminal to consult the customer. Large customer management and A / S management were carried out in order to consult with the caller by displaying the history or the contents of the customer card on the display.

However, in such a customer management system, the agent connected to the customer grasps the customer's personal information on the wire and inquires the customer through the terminal, which causes the customer to wait for a considerable time, causing the customer to be annoyed, and the ARS system randomly. Since the customer is connected to an empty counselor, the customer is consulted with another agent every time a call is made, and in some cases, the same content was repeatedly explained to the counselor. Therefore, the customer management system is not only inconvenient to the customer, but also a high level of customer service could not be achieved because the human relationship between the customer and the counselor cannot be considered at all.

Most of today's markets are easily differentiated as consumers desire to change, and the company's efforts to seize these markets are becoming more intense. In this market situation, companies are trying to keep their marketing objectives beyond customer acquisition. With the emphasis on Edo, there is an urgent need to create effective customer service by coping more effectively in terms of customer satisfaction.

The present invention has been made in view of the foregoing, by using the database system and the ARS system, the customer's personal details and related data simply by inputting the customer's unique ID number given when the customer purchases or registers through the phone. By searching the database system, the data is displayed on the terminal of the dedicated agent of the customer in advance, and the agent is automatically connected to the customer. This improves the efficiency of counseling, and also enables customers to communicate efficiently with customers without talking about their details or repetitively explaining the contents of consultations, enabling efficient customer service that can increase the credibility of the company. The purpose is to provide a system.

In order to achieve the above object, the customer management system according to the present invention receives a telephone call on a CO line and outputs necessary voice data, receives a tone signal (DTMF) from a customer, converts it into a data signal, and exchanges the data with a database system. An ARS (automatic answering service) system for outputting to a negative terminal and detecting a connection state of a telephone line and outputting it to a database system; Search the data on the customer ID search request from the ARS system and output the data of the customer's agent to the ARS system and the exchange command unit, and print out the detailed information and related data of the customer who calls the agent's terminal. It receives the customer data change data from the agent terminal, updates the contents of the database, retrieves the required data from the database terminal, outputs it to the database terminal, and receives new customer monitoring data data inputted to the database terminal. Updating and storing the monitoring database, and comprising a database system including an agent database, an agent terminal database, a customer database, and a monitoring database; Receive the data of the telephone number of the dedicated agent of the caller from the database system, and output the data signal for connecting the CO line to the extension telephone of the corresponding agent to the exchange, and connect the CO line of the customer to the extension line of the corresponding agent. A command unit for making it; An exchanger for receiving the station line connection signal from the exchange command unit and for connecting the trunk line to the station line; An agent terminal unit for receiving and displaying customer-related data and monitoring data from a database system, and outputting customer-related update data and monitoring data inputted by an agent to a database system; A database terminal unit for requesting data required by a system administrator to the database system to receive and display corresponding data data, to display or print them, and to output new monitoring data to the database system; Characterized in that the agent consists of a telephone agent for consultation with the customer connected by phone.

Hereinafter, the present invention will be described in detail with reference to the accompanying drawings.

1 is an overall schematic diagram of a customer management system according to the present invention. As shown in FIG. 1, the customer management system according to the present invention includes an ARS (Automatic Response Service) system unit 10, an exchange command unit 20, a database system unit 30, an exchanger 40, and a counselor side terminal. The unit 50 includes a counselor side telephone unit 60 and a database terminal unit 70.

2 to 5 are flowcharts for explaining the operation of the customer management system according to the present invention.

First, referring to FIG. 2, the operation of the ARS system unit 10 and the exchange command unit 20 in the customer management system according to the present invention will be described below.

The service telephone number of the enterprise is dialed by using the customer's telephone, or the tone dialer in which the corporate service telephone number and the customer's ID number are provided in advance is provided.

In this way, the incoming call is connected to the ARS system unit 10 through the CO line, and when there is an incoming call, the ARS system unit 10 sends a guide message to the customer via the telephone line, and then the customer inputs an ID code. I wait for it. When the ID code is input, the ARS system unit 10 transmits the ID code data input by the customer to the database system unit 30. On the other hand, the ARS system unit 10 if the customer does not know the ID number or the database system unit 30 asks the receptionist premises number and connects to the information desk through the exchange command unit 20 and the exchange 40.

In addition, the ARS system unit 10 checks the state of the telephone line and transmits it to the database system unit 30.

The exchange command unit 20 receives the extension telephone number data of the dedicated counselor about the ID code of the customer who has called from the database system unit 30 and access signal for connecting the trunk line to the corresponding extension line with the switch 40. Will print

The exchange 40 receives the connection signal from the exchange command unit 20 and dials the extension number of the dedicated counselor of the customer. At this time, the ARS system unit 10 receives the dialing completion signal and connects the message. In addition, it checks the connection status, busy status, and missing status, sends out a message appropriately, and finally connects the customer's trunk line with a dedicated agent's extension telephone.

3 is a flowchart illustrating the operation of the database system unit 30. The database system unit 30 having received the ID search request of the customer from the ARS system unit 10 retrieves data of the requested ID and exchanges the command unit. 20 transmits the telephone number data of the dedicated counselor of the customer, receives the connection state of the customer trunk line and the dedicated counselor-side phone from the ARS system unit 10, and confirms the connection between the customer and the counselor. Counselor side terminal 50 transmits the search data and monitoring data of the search of the customer. However, when the ARS system unit 10 receives the information that the telephone number of the dedicated counselor of the customer is missing, the database system unit 30 receives the updated data of the agent database from the database terminal unit 70 to receive the agent database. Will be updated.

In addition, the database system 30 checks whether there is a new data input from the counselor side terminal unit 50 that has completed consultation with the customer after completing the data transmission to the counselor side terminal unit 50, and updates the customer database. If there is input of new monitoring data from the database terminal unit 70, the monitoring database is updated and always prepared as the latest database.

The database system unit 30 checks whether there is a data request from the database terminal unit 70, and then

The database is searched among the database, the monitoring database, the agent database, and the terminal database, and the data is transmitted to the terminal unit 70.

4 is a flowchart for explaining the operation of the counselor side terminal unit. The counselor side terminal unit 50 checks whether there is a data transmission request from the database system unit 30, and if there is data transmission, personal information and data of the caller. Receive the monitoring data and display the data on the monitor.

The counselor side terminal unit 50 receives the update data and the monitoring data of the customer data by the counselor, and when the connection termination (consultation completion) between the customer and the agent is confirmed, the customer data data and the updated database system unit 30 and Send monitoring data.

5 is a flowchart for explaining the operation of the database terminal unit 70. The database terminal unit 70 checks whether there is data input by the system administrator from the keyboard, and inputs new monitoring data whether the data input is a database search request. When the database search request is requested, if the search condition is input, the database system unit 30 requests the searched data, and when the data transmission is completed from the database system unit 30, the data is displayed on the monitor or the data is displayed by the printer. Output it. On the other hand, if the monitoring data input receives the new monitoring data is transmitted to the database system 30 to update the contents of the monitoring database.

As described above, the database terminal unit 70 is a terminal for inputting and outputting various data of the database system unit 30, and classifies and retrieves the data of the customer, displays or outputs it, and answers the questionnaire for the survey and monitoring data of the customer. Input and output data and use it as marketing data.

In addition, when the telephone line of the customer and the dedicated counselor is connected, the counselor will grasp the details and management and consultation data of the customer in advance through the terminal unit 50, and will recall the contents previously consulted with the customer. It is possible to conduct consultations with accurate and quick service status without explaining the customer's details, and new consultations with customers and monitoring questions asked by customers are updated in the customer database so that the latest information is always maintained.

As described above, the customer management system according to the present invention is a useful invention that enables a low cost customer management system that can provide a higher level of customer service by effectively using a database system and an ARS system.

As described above, the customer management system according to the present invention increases the customer satisfaction and the reliability of the company by allowing the customer to receive a friendly and high-level service, such as what the customer knows without mentioning his work or himself when consulting with the customer. Communication with customers can be made more convenient and easier. Through consultation with such customers, the counselor can monitor and database information on customer's purchasing behavior, integrate and analyze relevant data representing various purchasing processes and purchasing patterns of customers, and use them as basic data for practical marketing strategies. As a result, companies can use high-level marketing strategies.

For example, in the case of automobile manufacturing and sales, buyers are given their ID numbers, or they are provided with a car dial with a TONE DIALER with an A / S phone number and customer ID. All consultation related to car and dedicated counselor is performed by just inputting ID, so you can feel satisfied that you are receiving high-quality service and your company will improve your purchasing power by increasing your corporate credibility.

Therefore, the customer management system according to the present invention is an invention that can be used not only in the service industry but also in various forms of manufacturing and distribution, and can be usefully used in all industries.

Claims (1)

It receives the telephone line and outputs the necessary voice data, and receives the tone signal (DTMF) from the customer as an ID signal, converts it into a data signal, outputs it to the database system unit and the exchange command unit, and detects the connection state of the telephone line. An ARS system for outputting to the database system unit; Retrieves the data on the customer ID search request from the after-sales system department, outputs the data on the dedicated counselor of the customer to the ARS system department and the exchange command unit, and provides the details of the customer's details and related data. Outputs the data, receives the customer data change data from the agent terminal, updates the contents of the database, retrieves the data required from the database terminal unit, outputs it to the database terminal unit, and monitors the new customer monitoring data input to the database terminal unit. A database system unit configured to receive data, update and store the corresponding monitoring database, and include an agent database, an agent terminal database, a customer database, a monitoring database, and the like; Receives the data of the extension telephone number of the dedicated agent of the customer who has called from the database system unit, and outputs the data signal for connecting the CO line to the extension telephone of the corresponding agent to the exchange, and sends the customer CO line to the extension line of the corresponding agent. An exchange command unit for making a connection; A switch for receiving an extension line connection signal from the exchange command unit and connecting the trunk line to the corresponding station line; A counselor side terminal unit for receiving and displaying customer related data and monitoring data from a database system, and outputting customer related update data and monitoring data inputted by a counselor to a database system unit; A database terminal unit for requesting data required by a system administrator to the database system to receive and display corresponding data data or to print the data, and to output new monitoring data to the database system; A customer management system using a database system and an ARS system comprising an agent telephone unit for consulting with a telephone-connected customer.

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