TWI733194B - Customer management system for promoting service application - Google Patents

Abstract

A customer management system for promoting service application has a customer management server. The customer management server is used to receive an applicant data of a server to be applied, wherein the applicant data comprises a first secure and sensitive data which is encrypted by a customer electronic device of a customer according to a first private key, and a first public key corresponding to the first private key is received by the customer management server. After the customer management server judges that the applicant data is complete without mistakes, the customer management server transmits the applicant data to service providing server or a sales electronic device of a sales, wherein the customer management server makes the sales electronic device unable to display the contact manner of the customer, but the customer management server still makes the sales able to contact with and/or sends a message to the customer.

Description

Customer management system for facilitating service applications

The present invention relates to a customer management system and method for facilitating service applications, in particular to a customer management system and method that can protect customer privacy and complete service applications.

Financial products are actually a kind of service (for example, credit, mortgage, car loan, fund trading, insurance and securities trading, etc.). When customers apply for services and receive related services, financial units will charge customers related service fees. In the past, most of the marketing of financial products was to explain the products to customers over the phone or at the bank counter, and give paper advertisements. The problem with this approach is that it is unable to initially know the customer’s credit status, economic status, and family status, and cannot effectively understand the customer’s needs. Therefore, there is a low rate of customers’ application for financial products and the inability to effectively target existing customers. Advertising and product descriptions by customers in need have resulted in additional marketing costs.

On the other hand, when a customer applies for a financial product (for example, a mortgage), the application materials submitted by the customer may be incorrect. Traditionally, the preliminary review is performed by the business personnel. However, when the business personnel are busy, the application materials may not be correct. An error was caught, and the financial product the customer applied for could not be approved by the bank or other financial unit. Moreover, the practice of preliminary review by business personnel will consume too much manpower. And it may not be able to effectively prevent malicious fraudulent customers from applying for financial products. Even in the current situation that Chinese people generally attach importance to personal information and privacy, customers do not want all their application materials to be known by business personnel. In addition, for the financial unit, it also does not want the business staff to know all the customer's application information, such as contact information, so as to prevent the business staff from taking the customer to another financial unit when they switch jobs.

The embodiment of the present invention provides a customer management system and method for facilitating service application, which can effectively screen out customers who may meet the application conditions of the service or are interested in the service, and effectively check whether the application information filled in by the customer is incorrect , And can encrypt the personal information and privacy part of the customer's application materials to avoid the leakage of the customer's personal information and privacy. Furthermore, the contact information of the customer in the application data, such as phone number, email, address and/or communication software account, etc., will be encrypted and cannot be known to the business staff, but the business staff can still use the customer management system And methods to communicate and/or call with customers.

Based on one of the objective to be achieved and the technical problem to be solved by the present invention, an embodiment of the present invention provides a customer management system for facilitating service applications, which includes a customer management server. The customer management server is used to receive the application data of the customer applying for the service, wherein the first sensitive data in the application data is encrypted with the first private key by the client electronic device of the customer, and the first public key corresponding to the first private key is also Client management server receives. After the customer management server determines that the application information is complete, the customer management server provides the application information to the service provider server or the business-side electronic device of the business staff, and the customer management server prevents the business-side electronic device from displaying the customer's contact information , But the customer management server allows the business-side electronic device to use it to allow business personnel to communicate and/or send messages with customers.

Optionally, the customer management server further receives service advertisement data and service content information, where the service content information has application conditions, and the customer management server selects multiple customers based on the application conditions and multiple customer data to deliver the advertisement data To selected customers.

Optionally, the customer management server collects multiple pieces of customer information of the customer, and compares the multiple pieces of customer information with the application information of the customer to determine whether the application information is complete and correct.

Optionally, the client management server checks whether there are any omissions in the application materials to determine whether the application materials are complete.

Optionally, after the customer management server determines that the application information is incomplete or incorrect, the customer management server uses the telephone voice server to make the customer service staff or the customer service robot of the customer service robot server contact the customer through the customer management server to obtain the application information It is complete, in which the customer management server prevents the electronic device of the customer service staff from displaying the customer's contact method, but the customer management server enables the customer service staff's electronic device to allow the customer service staff to communicate and/or communicate with the customer.

Optionally, the customer management server further stores a service contract document signed by the customer, wherein the second sensitive data in the service contract document signed by the customer is encrypted by the second private key of the client electronic device, and corresponds to the second private key of the second private key. The second public key is also received by the client management server.

Optionally, the customer management server enables the display screen of the business-end electronic device on the business-end electronic device to obscure the contact information of the customer.

Optionally, the customer management server causes the business-end electronic device to display a specific contact method on the display screen of the business-end electronic device. When the business-end electronic device calls or sends a message to the specific contact method, the customer management server is used to transfer or Forward to the contact information of the customer corresponding to the specific contact method.

Based on one of the objective to be achieved by the present invention and the technical problem to be solved, an embodiment of the present invention provides a customer management method for facilitating service applications, which includes at least the following steps. Receive the application data of the customer application service through the customer management server, where the first sensitive data in the application data is encrypted by the customer's client electronic device with the first private key, and the first public key corresponding to the first private key is also used by the customer Management server connection. After judging that the application information is complete, the customer management server provides the application information to the service provider server or the business-end electronic device of the business staff. The customer management server prevents the business-end electronic device from displaying the customer’s contact information, but the customer management The server enables the business-end electronic device to allow business personnel to communicate and/or send messages with customers through it.

Optionally, the customer management server makes the display screen of the business-end electronic device on the business-end electronic device obscure the customer's contact information; or, the customer management server makes the business-end electronic device display specific contact information on the display screen of the business-end electronic device , When the electronic device on the business end dials or sends a message to a specific contact method, the customer management server is used to transfer or forward to the contact method of the customer corresponding to the specific contact method.

In short, to put it simply, the customer management system and method for facilitating service application provided by the embodiments of the present invention can enable service advertising materials to be posted to customers who meet the service application conditions or are interested in the service, and can Encrypt the part of the application materials filled in when customers apply for services to effectively protect the privacy and personal information of customers. Furthermore, even if the customer's privacy and personal information are protected, when the business personnel cannot see the customer's contact information, they can still effectively communicate and/or send messages to the customer through the aforementioned customer management system and method.

1: Customer management system

101: Customer Management Server

102: service provision server

103: Telephone Voice Server

111~11k: Client electronic device

121~12n: Business end electronic device

S201~S209: steps

3, 4: page

5: Service contract documents

Fig. 1 is a block diagram of a customer management system for facilitating service applications according to an embodiment of the present invention.

Fig. 2 is a schematic flowchart of a customer management method for facilitating service application according to an embodiment of the present invention.

FIG. 3 is a schematic diagram of a page provided by the customer management system for facilitating service application to customers for applying for services according to an embodiment of the present invention.

Fig. 4 is a schematic diagram of a page provided by the customer management system for facilitating service applications to business personnel for managing customers according to an embodiment of the present invention.

FIG. 5 is a schematic diagram of a service contract file stored in a customer management system for facilitating service application according to an embodiment of the present invention.

In order to fully understand the purpose, features and effects of the present invention, the following specific embodiments are used in conjunction with the accompanying drawings to give a detailed description of the present invention. The description is as follows.

The embodiment of the present invention provides a customer management system and method for facilitating service application. The customer management system at least includes a customer management server, and the customer management server is used to execute most steps of the customer management method. The customer management server decides to place service advertisement data to customers who meet the service application conditions or are interested in the service based on the customer information that has been collected. When a customer logs in to the customer management server through the received advertising data, the customer management server will provide the customer with the application page of the related service, so that the customer can enter the application information required for the service application. The application information is private The part related to personal information (ie, sensitive information) will be encrypted into encrypted data, For example, the ID card photo and contact information will be encrypted with a private key, and the client management server will keep the public key and can only decrypt it with the public key, but cannot modify the ID card photo and contact information.

Since the privacy and personal information in the application data will be encrypted into encrypted data, business personnel cannot directly see the customer’s ID photo and contact information when processing the service requested by the customer. The part of the ID card photo can only be decrypted and reviewed by a high-level person holding the public key, or it can be decrypted by the customer management server and reviewed by graphic recognition technology. When a customer applies for a service, the salesperson may still need to talk and/or send messages to the customer for certain matters. Therefore, although the salesperson cannot see the customer's contact information, they can still communicate with the customer through the customer management server And/or subpoena. To put it simply, the customer management system and method hide the contact information of the customer from the business personnel, but can also allow the business personnel to talk and/or send messages to the customer to assist in completing the service application. In addition, in another embodiment, there may be no need for intermediary business personnel, and the customer management server directly sends the complete and correct application data to the service provider server of the sales service provider, so that the sales service provider can directly review it, and further Complete the application for the service.

After explaining the concept of the customer management system and method for facilitating service application according to the embodiment of the present invention, the implementation details will be further explained. First, please refer to FIG. 1, which is a block diagram of a customer management system for facilitating service application according to an embodiment of the present invention. The customer management system 1 includes a customer management server 101, a service providing server 102, a telephone voice server 103, at least one client electronic device 111, 112-11k, and at least one business-end electronic device 121, 122-12n, where n and k is a positive integer. In addition, without loss of generality, the customer management server 101, the service providing server 102, the telephone voice server 103, at least one client electronic device 111-11k, and at least one business terminal electronic device Each of the devices 121-12n includes a plurality of hardware circuits and reads specific software program codes to perform corresponding steps, so as to realize the customer management system 1 in cooperation.

The service providing server 102, the telephone voice server 103, the client electronic devices 111, 112~11k and the business end electronic devices 121, 122~12n are connected to the customer management server 101 in communication, and the communication link can be direct or indirect. In the wireless or wired communication connection mode, the client electronic devices 111, 112~11k are held and operated by customers, and the business-end electronic devices 121, 122~12n are held and operated by business personnel. In the embodiment of the present invention, the client management server 101, the client electronic devices 111, 112-11k, and the business-side electronic devices 121, 122-12n are all installed with software corresponding to the client management method, wherein the client management server 101 is The main component of the customer management system 1 for executing the customer management method, that is, the customer management system 1 at least includes a customer management server 101.

The service provider may be a financial unit, but the present invention is not limited by this. The customer management server 101, the service providing server 102, and the telephone voice server 103 may be deployed by the same business or different businesses. For example, the service providing server 102 is deployed by a company that collects and planning service advertisements, the telephone voice server 103 is deployed by a public relations marketer, and the customer management server 101 is provided by a customer management method. The industry comes to deploy and build. In addition, the telephone voice server 103 can also be deployed by a company that provides customer management methods, and the present invention is not limited thereto.

When the service provider is a financial unit, the services it provides may include credit, mortgage, auto loan, insurance, fund trading, and securities trading. The service providing server 102 stores the advertisement data and service content information of these services, and the service content information further defines the service application conditions and service content details. For example, how much annual income is needed to purchase a car loan for a car? How much deposit is required to be deducted, and the age of long-term insurance needs to be older than a few years, etc. The customer management server 101 can receive service advertisement data and service content information sent by the service providing server 102.

The customer management server 101 can store the customer's customer information, or collect customer information through other servers (not shown in the figure) connected to it. Therefore, the customer's general economic status, consumption behavior, family members and family members can be known through the customer information. Preference interests, etc. Therefore, the customer management server 101 can screen customers based on customer data, and send the service advertisement data to the client electronic device 111 of the customer who meets the service application conditions or is interested in the service (assuming that the client electronic device 111 is Customers who meet the application requirements for the service may be interested in the service).

Then, after receiving the advertisement data through the client electronic device 111, the customer may log in to the customer management server 101 through the advertisement data and fill in the application information to apply for the service. The application materials may contain sensitive information, such as the customer’s contact information (telephone, address, communication software account number and/or email) and photos of various supporting documents (e.g. ID card photo, annual income certification photo (e.g. income Check the order photo), asset certification photos (e.g., housing title photo, photos of the inside and outside pages of the account book) and employment certification photo (e.g., employment letter photo), etc.). The photos of various certification documents can be encrypted by the client electronic device 111 through the private key held by the customer, and before encryption, in order to reduce the storage capacity required by the customer management server 101, and to make the photos of various certification documents easy Recognized by human eyes or mechanically, the client electronic device 111 will first adjust the size and increase the contrast of the photos of various certification documents before encrypting them. Similarly, the client's contact information will also be encrypted by the client electronic device 111 with the private key. The contact information of the customer and the private key used for the photo encryption of various certification documents can be the same or different, and the present invention is not limited by this.

The encrypted smart data will then be stored in the client management server 101, and the public key corresponding to the private key will be issued to the client management server 101, so that the client management server 101 can decrypt the encrypted smart data. Although the smart data encrypted by the private key can be decrypted by the public key, if the decrypted smart data is tampered with, the smart data can be determined through verification. To put it simply, smart data is encrypted using a digital visa-like method. In addition to preventing smart data from being known by business personnel, it can also prevent others from maliciously tampering with smart data.

Then, after the customer management server 101 receives the application materials, it will automatically compare whether the application materials are complete (for example, determine whether some important content is missing, or compare multiple client materials obtained from different locations with the application Whether there are too many obvious contradictions and errors in the information). If the customer management server 101 determines that the application information is complete, the customer management server 101 can send the application information to the business-end electronic device 121 of the business person (assuming that the business person of the business-end electronic device 121 applies for assistance services) . If the customer management server 101 determines that the application data is incomplete or has errors, the customer management server 101 will send the application data error information to the telephone voice server 103.

When the telephone voice server 103 receives the wrong information in the application data, it will automatically forward the information to the customer service personnel, so that the customer service personnel can request the customer for the content that is missing or need to be corrected in the application data by means of call and/or communication. Please note here that in order to prevent the customer’s contact information from leaking to the operator who deployed the telephone voice server 103, the customer service personnel use the customer management server 101 to call and/or send messages to the customer to find the missing information in the application or need to be corrected. content. For example, the customer management server 101 simply covers the customer's contact information on the display screen of the customer's electronic device, but after the customer's selected contact method is selected by the customer, the customer can call and/or send a message to the customer; or, customer service The personnel’s electronic device displays a specific phone number and/or a specific account number (that is, a specific contact method), and the customer service personnel broadcast the call and/or send a message to the The call and/or specific account number is determined, and the customer management server 101 uses the transfer and/or transfer method to enable the customer service staff to talk and/or send messages with the customer. The specific call and/or specific account mentioned above are preferably followed by Time changes.

In addition, in other embodiments, the telephone voice server 103 can be replaced with a customer service robot server, and the customer service robot of the customer service robot server can talk and/or send messages to the customer through the customer management server 101 to request the customer to apply The content of the data is missing or needs to be corrected. Furthermore, in order to avoid problematic customers, the customer service staff or customer service robots can even instruct the customer management server 101 to reject the service application. For example, the number of times that the customer has supplemented the application materials more than five times, or the customer service personnel or customer service robots, after talking and/or informing the customer, clearly know that the customer is not capable of applying for this service in terms of the current situation.

The business staff cannot know the smart information of the customer applying for the service (including their contact information), but the business staff can operate the business-end electronic device 121 (assuming that the business person of the business-end electronic device 121 applies for assistance services) through the customer management server The device 101 communicates with the customer and/or sends a message to assist in completing the service application. For example, the customer management server 101 simply covers the customer's contact information on the display screen of the business-end electronic device 121, but after the business person clicks on the customer's selected contact method, the customer can talk and/or send a message; or, The business-side electronic device 121 displays a specific phone number and/or a specific account number, the business person broadcasts calls and/or sends a message to a specific phone number and/or a specific account number, and the customer management server 101 allows the customer service personnel to follow Customer calls and/or messaging

In addition, when the business staff judges that the application for the service can be sent, the application materials are sent to the senior personnel with the right to approve the application for review. After the high-level personnel confirm the approval, the customer management server 101 can forward the service contract document to the customer. After the customer signs the contract service document, it will sign The signed service file of the name is uploaded to the customer management server 101 for storage. The sensitive data in the signed service file will be encrypted with the private key, and only the public key corresponding to the private key can be decrypted. After that, the service provider will provide relevant services to customers after confirming that the signed service documents are correct.

In addition, in one of the embodiments, the customer management server 101 can directly transmit complete and correct customer data to the service provider server of the sales service provider, without the need for intermediary business personnel, so as to save business personnel's labor costs, that is, The service provider handles the service requested by the customer on its own.

Please refer to FIG. 2 of the present invention. FIG. 2 is a schematic flowchart of a customer management method for facilitating service applications according to an embodiment of the present invention. The customer management method is mainly executed in a customer management server. First, in step S201, the customer management server receives the advertisement data and service content information of the service provided by the service seller. Then, in step S202, the customer management server selects, based on the application conditions and customer information, customers who meet the application conditions or are interested in the service, and send advertisement information to the selected customers.

Then, in step S203, the customer management server receives the application data of the customer applying for the service, wherein the sensitive data in the application data is encrypted by the client electronic device using the private key. Please also refer to FIG. 3 of the present invention. FIG. 3 is a schematic diagram of a page provided by the customer management system for facilitating service application for customers to apply for services according to an embodiment of the present invention. For example, the service that the customer wants to apply for is a mortgage application, and page 3 provides the customer to input the application data, including the applicant’s name, ID number, address, ID photo, annual income certification photo, and asset certification photo in the input data The sensitive information such as the employment certificate photo is encrypted with the private key to form encrypted data and the unencrypted part of the application data is stored in the customer management server.

Please go back and continue to refer to Figure 2. Next, in step S204, the customer management server determines whether the application information is complete, for example, whether some important content is missing, or compare multiple customer information obtained from different places with the application Whether there are too many obvious contradictions and errors in the information. If the application materials are complete and correct, proceed to step S207; if the application materials are not complete or have errors, proceed to step S205.

In step S205, the customer management server forwards the application data to the telephone voice server or the customer service robot server, so that the customer service staff or the customer service robot can ask the customer to obtain complete and correct application information. In step S206, the client management server determines whether an application rejection instruction is received. In order to avoid problematic customers, the customer service staff or the customer service robot can even instruct the customer management server 101 to reject the service application. For example, if the customer has made corrections to the application information more than five times, or the customer service staff or customer service robot clearly knows that the customer is incapable of applying for this service after a call and/or communication with the customer, the customer service staff or customer service robot will pass The electronic device sends an application rejection instruction to the client management server 101. If the client management server does not receive the application rejection instruction, step S204 is performed.

In the case that the application materials are complete and correct, in step S207, the client management server forwards the application materials to the electronic device at the business end for application delivery. Please also refer to FIG. 4 of the present invention. FIG. 4 is a schematic diagram of a page provided by the customer management system for facilitating service applications to business personnel for managing customers according to an embodiment of the present invention. Page 4 is displayed on the business side electronic device of the business staff. After the various services applied by the customer are complete, there are still some renewal activities, such as mortgage, credit guarantee and fund remittance. The business personnel cannot know the customer’s name and the customer’s contact information on page 4. In this embodiment, the customer’s contact information is masked, but the business personnel can still click on the function buttons to contact the customer by phone and call the customer to communicate with the customer. Call or send Preferably, the content of the communication between the business personnel and the customer can be displayed in the field of the content of the customer response on page 4. In addition, since the business personnel must use the customer management server to communicate and communicate with the customer, the call records and the content of the communication between the business personnel and the customer can be recorded and learned by the customer management server, so business personnel can be avoided Harassing customers and clarifying disputes smoothly when customers have disputes with business personnel.

In addition, in another embodiment, there is no need for intermediary business personnel to save the cost of business personnel. At this time, step S207 will be modified to: the customer management server sends the application data to the service provider server of the service sales company. Let the personnel of the service sales company submit the application.

Please continue back to Figure 2 of the present invention. Then, in step S208, when the application materials and behaviors required for the service requested by the customer are complete, and the high-level personnel with review authority in the service provider approved the customer's application After the service, the customer management server will forward the service contract document to the customer's client electronic device. Next, in step S209, the customer signs the service contract document, and sends the signed service contract document to the customer management server. The sensitive data of the service contract document will be encrypted with the private key by the client electronic device and correspond to The public key of the private key and the encrypted entire service contract document will be transmitted to the customer management server for storage. Please also refer to FIG. 5 of the present invention. FIG. 5 is a schematic diagram of a service contract file stored in a customer management system for facilitating service applications according to an embodiment of the present invention. In the service contract document 5 stored in the customer management system, the borrower’s name, ID number, contact address, and borrower’s signature are all encrypted, and the service contract document signed by the customer will be checked by the business staff at 5 o'clock , Part of the sensitive data will be obscured and cannot be displayed on the electronic device of the business end completely.

Based on the above, the embodiment of the present invention provides a customer management system and method for facilitating service application, which technically uses a private key to encrypt the application information filled in by the customer application service and the part of the smart information in the signed contract service document , So it can achieve the effect of preventing tampering and protecting the privacy and personal information of customers. Moreover, in the case of intermediary business personnel, the practice of not letting the business personnel know the customer’s contact method but allowing the business personnel to contact the customer can not only allow the business personnel to assist in completing the service application, but also avoid the business The personnel know the contact information of the customer to avoid the leakage of the customer's personal information and privacy, and to prevent the business staff from hopping and bringing the customer's contact information to the newly appointed unit. On the other hand, the customer management system and method will automatically check whether the customer's application materials are complete and correct, and automatically forward the customer service staff to request the customer for missing or wrong parts of the application materials, so it can reduce the time for business personnel to review . In addition, the customer management system and method have customer information of customers, so suitable customers can be selected according to the application conditions of the service and customer information, and then advertising materials of the service can be delivered to suitable customers.

The present invention has been disclosed in preferred embodiments above, but those skilled in the art should understand that the above-mentioned embodiments are only used to describe the present invention and should not be construed as limiting the scope of the present invention. It should be noted that all changes and substitutions equivalent to the foregoing embodiments should be included in the scope of the present invention. Therefore, the protection scope of the present invention should be defined by the scope of the patent application.

1: Customer management system

101: Customer Management Server

102: service provision server

103: Telephone Voice Server

111~11k: Client electronic device

121~12n: Business end electronic device

Claims (7)

A customer management system for facilitating service applications includes: a customer management server for receiving a customer's application for an application for a service, wherein a first sensitive information in the application is used by a client of the customer The electronic device is encrypted with a first private key, and a first public key corresponding to the first private key is also received by the client management server; wherein after the client management server determines that the application data is complete, the client manages The server provides the application information to a service providing server or a business-end electronic device of a business person, wherein the customer management server prevents the business-end electronic device from displaying a contact method of the customer, but the customer management server The business end electronic device allows the business personnel to communicate and/or send messages to the customer through it; after the customer management server determines that the application data is incomplete or incorrect, the customer management server uses a telephone voice server Make a customer service staff or a customer service robot of a customer service robot server contact the customer through the customer management server so that the application information is complete, wherein the customer management server prevents an electronic device of the customer service staff from displaying the customer However, the customer management server allows the customer service personnel’s electronic device to communicate and/or send messages to the customer through it. The customer management system according to claim 1, wherein the customer management server further receives an advertisement data and a service content information of the service, wherein the service content information has an application condition, and the customer management server according to the application Conditions and multiple pieces of customer data select multiple customers to deliver the advertisement data to the selected customers. For example, in the customer management system described in claim 1, the customer management server collects multiple pieces of customer information of the customer, and compares the customer information of the customer with the application information to determine whether the application information is complete. For example, the customer management system described in claim 1, wherein the customer management server checks whether there are any missing parts in the application materials to determine whether the application materials are complete and correct. The customer management system according to claim 1, wherein the management server further stores a service contract document signed by the customer, wherein a second sensitive data in the service contract document signed by the customer is stored by the client electronic device A second private key is encrypted, and a second public key corresponding to the second private key is also received by the client management server. The customer management system according to claim 1, wherein the customer management server makes a display screen of the business-end electronic device on the business-end electronic device shield the contact information of the customer. The customer management system according to claim 1, wherein the customer management server causes the business-end electronic device to display a specific contact method on a display screen of the business-end electronic device, wherein the business-end electronic device calls or sends a message to When the specific contact method is used, the customer management server is used to transfer or forward to the contact method of the customer corresponding to the specific contact method.

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