CN111445260A

CN111445260A - Method, system, equipment and storage medium for managing customer claims case

Info

Publication number: CN111445260A
Application number: CN201811637896.9A
Authority: CN
Inventors: 刘勤伟; 赵明; 李丹
Original assignee: Dagong Shanghai Computer Co ltd; Dali Shanghai Computer Co ltd; Daren Shanghai Computer Co ltd; Tech Trend Shanghai Computer Co ltd; Dafu Computer Changshu Co ltd; Tech Front Shanghai Computer Co Ltd
Current assignee: Dagong Shanghai Computer Co ltd; Dali Shanghai Computer Co ltd; Daren Shanghai Computer Co ltd; Tech Trend Shanghai Computer Co ltd; Dafu Computer Changshu Co ltd; Tech Front Shanghai Computer Co Ltd
Priority date: 2018-12-29
Filing date: 2018-12-29
Publication date: 2020-07-24
Also published as: TW202026964A

Abstract

According to the method, the system, the equipment and the storage medium for managing the customer claims cases, a database is provided, so that case information of each customer claim case is stored according to a preset data structure; the database provides a query interface for querying the corresponding case information according to the input characteristic information, so that centralized case management is performed on the customer claims cases, information arrangement can be reduced, information can be integrated, convenient and effective case management is achieved, and customer service efficiency is improved.

Description

Method, system, equipment and storage medium for managing customer claims case

Technical Field

The present application relates to the field of data processing technologies, and in particular, to a method, a system, a device, and a storage medium for managing a customer claim settlement case.

Background

In enterprise operation, especially in manufacturing enterprise operation, a customer claim settlement event is often formed due to disputes; when processing these events, the related information and messages are not well managed and cannot be found, which results in low efficiency of processing the claim events.

Disclosure of Invention

In view of the above-mentioned shortcomings of the prior art, the present application aims to provide a method, a system, a device and a storage medium for managing a claim case by a client, which solves the problem of poor management of information of the claim case by the client in the prior art.

To achieve the above and other related objects, the present application provides a method for managing a customer's claim case, comprising: providing a database for storing case information of each customer claim case according to a preset data structure; and enabling the database to provide a query interface for querying the corresponding case message according to the input characteristic message.

In one embodiment, each case message in the database includes a plurality of unit data under the predetermined data structure, wherein each unit data can be used for matching with the feature message to execute the query.

In one embodiment, at least one of the plurality of unit data is a case progress message.

In one embodiment, at least one of the plurality of units of data is a direct person of interest message of a customer claims case corresponding to the case message.

In one embodiment, the direct responsible person message includes: one or more of a first direct accountant message associated with the product, a second direct accountant message associated with the business, and a third direct accountant message responsible for customer claims case tracking.

To achieve the above and other related objects, the present application provides a system for managing a customer's claim case, comprising: the storage module is used for providing a database for storing case information of each customer claim case according to a preset data structure; and the query module is used for enabling the database to provide a query interface for querying the corresponding case message according to the input characteristic message.

To achieve the above and other related objects, there is provided a computer device including: at least one memory and a processor; the memory for storing a computer program; the processor is used for running the computer program to execute the customer claim settlement case management method.

To achieve the above and other related objects, the present application provides a computer-readable storage medium storing at least one computer program, which is executed to perform the method for managing a customer claim case.

As described above, the method, system, device and storage medium for managing the customer claims cases of the present application provide a database for storing the case information of each customer claim case according to a preset data structure; the database provides a query interface for querying the corresponding case information according to the input characteristic information, so that centralized case management is performed on the customer claims cases, information arrangement can be reduced, information can be integrated, convenient and effective case management is achieved, and customer service efficiency is improved.

Drawings

Fig. 1 is a flowchart illustrating a method for managing a customer claim case according to an embodiment of the present application.

Fig. 2 is a schematic diagram of a graphical user interface for managing a customer claim case in the embodiment of the present application.

FIG. 3 is a flowchart illustrating case message tracking related to customer claims cases according to an embodiment of the present application.

Fig. 4 is a schematic block diagram of a system for managing a customer claim case in an embodiment of the present application.

Fig. 5 is a schematic structural diagram of a computer device in an embodiment of the present application.

Detailed Description

The following description of the embodiments of the present application is provided by way of specific examples, and other advantages and effects of the present application will be readily apparent to those skilled in the art from the disclosure herein. The present application is capable of other and different embodiments and its several details are capable of modifications and/or changes in various respects, all without departing from the spirit of the present application. It should be noted that the embodiments and features of the embodiments in the present application may be combined with each other without conflict.

In view of the deficiency of management of the customer claims cases in the prior art, the idea of the application aims to introduce a database technology and combine the information characteristics of the customer claims cases to enable the information to obtain storage of a reasonable data structure, so as to be beneficial to query and source tracing.

Fig. 1 is a schematic flow chart showing a method for managing a customer claim case in the embodiment of the present application.

In this embodiment, the method includes:

step S101: providing a database for storing case information of each customer claim case according to a preset data structure.

In one embodiment, the database may be implemented as a relational database, such as MySQ L, Microsoft Access, or may be implemented as a non-relational database, such as MongoDB, CouchDB, or the like.

For example, if a data storage system is implemented in a manufacturing enterprise to manage customer claims cases; accordingly, a typical manufacturing enterprise tends to use a centralized network environment with data stored on servers in the enterprise's premises, or on servers in the premises of a reliable communications carrier, where the data in the database may be stored.

In some embodiments, the network environments include local area networks ("L AN") and wide area networks ("WAN"), the Internet (e.g., the Internet), and peer-to-peer networks (e.g., ad hoc peer-to-peer networks).

In one embodiment, the predetermined data structure is to establish a field structure related to various data in the customer claims case, so as to format and store data in case messages of each customer claims case in different categories according to the field structure to form formatted case messages in the database.

In one embodiment, each case message may include unit data corresponding to each field. Wherein the field structure may include: one or more of a case Application Number (Application Number), department of relevance (department), case progress, direct stakeholder (DRI), problem description, etc.

For a manufacturing enterprise, there may be multiple direct accountants for a customer claim case, such as one or more of a first direct accountant message associated with a product, a second direct accountant message associated with a business, and a third direct accountant message responsible for the tracking of the customer claim case.

For example, the first direct responsible person associated with the product may be a manager of a factory, a production line, and/or a department of product production, the second direct responsible person associated with the business may be a manager of sales/procurement/customer service of the case-related business, and the third direct responsible person responsible for the tracking of the customer claims case may be a person responsible for tracking, supervising the processing and settlement of the case.

Step S102: and enabling the database to provide a query interface for querying the corresponding case message according to the input characteristic message.

In one embodiment, the query interface may comprise a user graphical interface (GUI) that may be presented on an electronic terminal comprising a display having access to the database; wherein, the electronic terminal includes: one or more of a desktop computer, a laptop computer, a smart phone, and a tablet computer.

Referring to fig. 2, a schematic diagram of a gui 200 for managing customer claims management in the embodiment of the present application is shown.

In this embodiment, it can be seen that the upper portion of the interface is an input area 201 corresponding to an "input condition", which includes a plurality of fields, for example, "application form number", "factory responsible person", "business responsible person", "tracking responsible person", "problem description", and the like, for a user to input feature information, where the input feature information is matched with the unit data of each corresponding field in each case message in the database, and if the matching is consistent, the related case message is obtained as a query result and is presented in an output area 202 corresponding to an "output result" at the lower portion of the interface.

For example, the user inputs the relevant document number in the input area 201 corresponding to the "input condition" and the "application document number", matches the corresponding document number in the database, and displays the matched information of each condition as the query result in the output area 202 corresponding to the "output result".

In addition, optionally, in the graphical interface, a "prompt message bar" 203, for example, may also be displayed for displaying statistical messages about the queried case messages, such as items, money, related product quantity, and the like; a program interface such as "create item" (not shown in the embodiment) which can respond to the user operation to trigger the jump case message creation interface can also be displayed; in addition, a certain unit of data of the case message in the displayed query result can be set as a program interface which can trigger a jump in response to a user operation, such as an Application No. x 204, and after receiving the user operation, such as a click, the program interface can enter a graphical interface for displaying more detailed case information.

In one embodiment, at least one of the plurality of unit data is a case progress message; the case progress message may include various progress tags to mark different progress statuses of the case, such as "unprocessed", "processed", and also may be "stage 1", "stage 2", "stage 3", and the like.

According to the case progress messages, the user can inquire one or more case messages related to the concerned progress state from the database by inputting the information of the corresponding tags.

In one embodiment, at least one of the units of data is a direct accountant message for a customer's claim case corresponding to the case message, for example, the direct accountant message may include one or more of "factory accountant", "business accountant", and "tracking accountant".

FIG. 3 is a schematic flow chart showing case tracking according to the case progress message and the direct responsible person message to obtain the case query result.

It will be appreciated that, in some scenarios, if the inquirer is the third direct responsible person responsible for tracking or a person responsible for the same job, it may be necessary to first inquire case progress messages (e.g., "stage 1", "stage 2", "stage 3", etc., as illustrated), such as case messages with backward inquiry progress (e.g., "unprocessed"), and inquire the third direct responsible person (e.g., third direct responsible person 1, third direct responsible person 2, third direct responsible person 3, etc., as illustrated) responsible for tracking to determine the job, so as to obtain the required inquiry result.

For example, in one example, by entering, for example, "unprocessed" or "processed" in the case progress field and "zhang san" or "zhang san department" in the Tracking accountant field, case information for the "unprocessed" or "processed" customer claim case that requires zhang san or zhang department for Tracking (Tracking) can be obtained.

Of course, in some examples, it is not necessary to set case progress fields in the input area 201 corresponding to the "input condition" of the gui 200, but case progress fields may be set in the fields displayed in the output area 202 corresponding to the "output result" and configured to accept the user operation to form a trigger instruction, so that the queried case messages are displayed in different progress states, such as "unprocessed", "processed" or "processed", respectively, in a classified manner, for example, all the case messages whose progress is "unprocessed" are displayed first, the case messages in "processed" are displayed below, and the case messages in "processed" are displayed below.

It should be noted that the number of the objects (the status of the case progress message, the status of the third direct responsible person, and the case message) in the embodiment shown in FIG. 3 is only an example, and is not limited to the number shown in the figure.

As shown in fig. 4, a system for managing a customer claim case in the embodiment of the present application is shown, where the system includes: a storage module 401 and a query module 402.

The storage module 401 is configured to provide a database for storing case information of each customer's claim settlement case according to a preset data structure.

In one embodiment, each case message may include unit data corresponding to each field. Wherein the field structure may include: case Application No. x, department of relevance (department), case progress, direct stakeholder (DRI), problem description, etc.

The query module 402 is configured to enable the database to provide a query interface for querying the corresponding case message according to the input feature message.

In one embodiment, at least one of the plurality of unit data is a case progress message; the case progress message may include various progress tags to mark different progress statuses of the case, such as "unprocessed", "processed", and the like.

It will be appreciated that in some scenarios, if the inquirer is the third direct responsible person responsible for tracking or a person responsible for the same job, it may be necessary to first inquire the case progress message, for example, the case message after the inquiry progress (e.g., "unprocessed"), and then inquire the third direct responsible person responsible for tracking to determine the job, so as to obtain the required inquiry result.

For example, in one example, a case message for a customer claim case requiring three-for-three Tracking (Tracking) can be obtained by entering, for example, "unprocessed" or "processed" in the case progress field and "three-for-three" in the Tracking accountant field.

Of course, in some examples, it is not necessary to set case progress fields in the input areas corresponding to the "input conditions" of the gui, but case progress fields may be set in the fields displayed in the output areas corresponding to the "output results" and configured to accept user operations to form trigger instructions, so that the queried case messages are displayed in a classified manner according to different progress statuses, such as "unprocessed", "processed" or "processed", for example, all the case messages whose progress is "unprocessed" are displayed first, the case messages which are processed "are displayed below, and the case messages which are processed" are displayed below.

It should be noted that the division of the modules of the above system is only a logical division, and the actual implementation may be wholly or partially integrated into one physical entity, or may be physically separated. And these modules can be realized in the form of software called by processing element; or may be implemented entirely in hardware; and part of the modules can be realized in the form of calling software by the processing element, and part of the modules can be realized in the form of hardware. For example, the storage module 401 may be a processing element separately set up, or may be integrated into a chip of the apparatus, or may be stored in a memory of the apparatus in the form of program code, and a processing element of the apparatus calls and executes the functions of the tracking calculation module. Other modules are implemented similarly. In addition, all or part of the modules can be integrated together or can be independently realized. The processing element described herein may be an integrated circuit having signal processing capabilities. In implementation, each step of the above method or each module above may be implemented by an integrated logic circuit of hardware in a processor element or an instruction in the form of software.

For example, the above modules may be one or more integrated circuits configured to implement the above methods, such as: one or more Application Specific Integrated Circuits (ASICs), or one or more microprocessors (DSPs), or one or more Field Programmable Gate Arrays (FPGAs), among others. For another example, when one of the above modules is implemented in the form of a Processing element scheduler code, the Processing element may be a general-purpose processor, such as a Central Processing Unit (CPU) or other processor capable of calling program code. For another example, these modules may be integrated together and implemented in the form of a system-on-a-chip (SOC).

Fig. 5 is a schematic structural diagram of a computer device in the embodiment of the present application.

In some embodiments, the computer device may be a desktop computer, a laptop computer, a notebook computer, a,

It includes: at least one memory 501 and a processor 502.

The memory 501 is used for storing a computer program;

the processor 502 is configured to run the computer program to execute the method for managing a customer claim case.

Briefly, the processor 502, running a computer program, performs:

providing a database for storing case information of each customer claim case according to a preset data structure; and enabling the database to provide a query interface for querying the corresponding case message according to the input characteristic message.

In some embodiments, the memory 501 may include, but is not limited to, high speed random access memory, non-volatile memory. Such as one or more magnetic disk storage devices, flash memory devices, or other non-volatile solid-state storage devices.

The processor 501 may be a general-purpose processor, and includes a Central Processing Unit (CPU), a Network Processor (NP), and the like; the integrated circuit may also be a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), a Field Programmable Gate Array (FPGA) or other programmable logic device, discrete gate or transistor logic device, or discrete hardware components.

Additionally, various computer programs involved in the foregoing method embodiments (such as the embodiment of the customer claims management method in fig. 1) may be loaded onto a computer-readable storage medium, which may include, but is not limited to, floppy diskettes, optical disks, CD-ROMs (compact disc-read only memories), magneto-optical disks, ROMs (read only memories), RAMs (random access memories), EPROMs (erasable programmable read only memories), EEPROMs (electrically erasable programmable read only memories), magnetic or optical cards, flash memory, or other type of media/machine-readable medium suitable for storing machine-executable instructions. The computer readable storage medium may be a product that is not accessed by the computer device or may be a component that is used by an accessed computer device.

In particular implementations, the computer programs are routines, programs, objects, components, data structures, etc. that perform particular tasks or implement particular abstract data types.

In summary, the method, system, device and storage medium for managing the customer claims cases of the present application provide a database for storing the case information of each customer claim case according to a preset data structure; the database provides a query interface for querying the corresponding case information according to the input characteristic information, so that centralized case management is performed on the customer claims cases, information arrangement can be reduced, information can be integrated, convenient and effective case management is achieved, and customer service efficiency is improved.

The above embodiments are merely illustrative of the principles and utilities of the present application and are not intended to limit the application. Any person skilled in the art can modify or change the above-described embodiments without departing from the spirit and scope of the present application. Accordingly, it is intended that all equivalent modifications or changes which can be made by those skilled in the art without departing from the spirit and technical concepts disclosed in the present application shall be covered by the claims of the present application.

Claims

1. A method for managing a customer claim case, comprising:

providing a database for storing case information of each customer claim case according to a preset data structure;

and enabling the database to provide a query interface for querying the corresponding case message according to the input characteristic message.

2. The method according to claim 1, wherein each case message in the database includes a plurality of units of data under the predetermined data structure, wherein each unit of data is usable to match the feature message for performing the query.

3. The method of claim 2, wherein at least one of the plurality of units of data is a case progress message.

4. The method of claim 2, wherein at least one of the plurality of items of metadata is a direct accountant message for a customer claim case corresponding to a case message.

5. The method of claim 4, wherein the direct responsible person communication comprises: one or more of a first direct accountant message associated with the product, a second direct accountant message associated with the business, and a third direct accountant message responsible for customer claims case tracking.

6. A customer claims case management system, comprising:

the storage module is used for providing a database for storing case information of each customer claim case according to a preset data structure;

and the query module is used for enabling the database to provide a query interface for querying the corresponding case message according to the input characteristic message.

7. The system according to claim 6, wherein each case message in said database comprises a plurality of units of data under said predetermined data structure, wherein each unit of data is usable to match said feature message for performing said query.

8. The system according to claim 7, wherein at least one of said plurality of units of data is a case progress message.

9. The system according to claim 7, wherein at least one of said plurality of items of unit data is direct accountant message for a customer claim case corresponding to a case message.

10. The system of claim 9, wherein the direct responsible person communication comprises: one or more of a first direct accountant message associated with the product, a second direct accountant message associated with the business, and a third direct accountant message responsible for customer claims case tracking.

11. A computer device, comprising: at least one memory and a processor;

the memory for storing a computer program;

the processor is configured to run the computer program to perform the method for managing a customer claims case according to any one of claims 1 to 5.

12. A computer-readable storage medium, in which at least one computer program is stored, which when executed performs the method of managing a customer claim case according to any one of claims 1 to 5.