CN112053060A - Multi-channel bank marketing information interaction system and method - Google Patents
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Abstract
The invention relates to a multi-channel bank marketing information interaction system and a multi-channel bank marketing information interaction method, wherein the system comprises a multi-channel access module, a customer classification module, a dispatching module and a plurality of marketing terminals, the multi-channel access module is used for acquiring customer information of different marketing channels, the customer classification module is used for acquiring a customer classification label of each customer information according to the customer information and sending the customer information of different customer classification labels into each module of the dispatching module, each module of the dispatching module sends the customer information into the corresponding marketing terminal, and the marketing terminal acquires the customer information and performs customer interaction according to the customer information. Compared with the prior art, the method and the system have the advantages that the client information of different marketing channels is obtained, the clients are distributed to corresponding marketing personnel for interaction according to the client information, the client interaction method of different marketing channels is effectively opened, the clients can be efficiently distributed to the marketing personnel in real time, user experience is improved, and marketing interaction efficiency is improved.
Description
Technical Field
The invention relates to the field of bank information interaction, in particular to a multi-channel bank marketing information interaction system and method.
Background
At present, credit card application transaction channels and loan application transaction channels mainly comprise three types, namely client self-transaction, offline website marketing personnel transaction and telephone sales, online transaction adopts a form of online filling of a user, no personnel guide is provided, the user needs to fill information of a plurality of types and fields in the network, offline transaction is guided by staff for assisting in filling, the card-transacting user needs to reach websites for filling in online website running time, telephone sales is carried out through telephone marketing, and the client is helped to fill in application information in a conversation process. At present, the three forms are independent, the card information of a client is limited, the efficiency of information interaction between a marketing person and the client is low, the timeliness is poor, and targeted marketing can not be carried out according to the client information.
Disclosure of Invention
The invention aims to overcome the defects of the prior art and provide a multi-channel bank marketing information interaction system and a multi-channel bank marketing information interaction method.
The purpose of the invention can be realized by the following technical scheme:
a multi-channel bank marketing information interaction system comprises a multi-channel access module, a customer classification module, a dispatching module and a plurality of marketing terminals,
the multi-channel access module is used for acquiring customer information of different marketing channels,
the customer classification module is used for obtaining the customer classification label of each customer information according to the customer information and sending the customer information of different customer classification labels into each module of the order dispatching module,
each module of the order dispatching module sends the customer information to the corresponding marketing terminal,
and the marketing terminal acquires the customer information and performs customer interaction according to the customer information.
Preferably, the customer classification labels comprise a list-robbing label, an automatic list-dispatching label and a manual list-dispatching label, correspondingly, the list-dispatching group comprises a list-robbing list-dispatching module, an automatic list-dispatching module and a manual list-dispatching module, the real-time interaction system further comprises a manual list-dispatching terminal,
the order-grabbing dispatching module is used for sending the customer information of which the customer classification label is the order-grabbing label to a corresponding marketing terminal for order grabbing,
the automatic order-sending module is used for sending the customer information of which the customer classification label is the automatic order-sending label to the corresponding marketing terminal,
the manual dispatching module is used for sending the customer information of which the customer classification label is the manual dispatching label to the manual dispatching terminal, and the manual dispatching terminal acquires the manual dispatching information and sends the customer information of which the customer classification label is the manual dispatching label to the corresponding marketing terminal according to the manual dispatching information.
Preferably, the marketing terminal comprises an order grabbing module and a positioning module,
the positioning module is used for acquiring the position information of the marketing terminal,
the order grabbing dispatching module is used for sending the customer information into an order grabbing module of a marketing terminal, the distance between the customer information and the position of a customer in the customer information is smaller than a preset distance, waiting for the response order receiving of the marketing terminal, sending the customer information into the order grabbing module of the marketing terminal of the city where the customer is located in the customer information when the waiting time is longer than a first preset time and no response order receiving of the marketing terminal when the waiting time is longer than a second preset time, setting the classification label of the customer information as a manual dispatching label and sending the manual dispatching label into the manual dispatching module,
the second preset time is longer than the first preset time.
Preferably, the marketing terminal comprises a positioning module for acquiring the position information of the marketing terminal,
the automatic order sending module sends the customer information to an idle marketing terminal nearest to the position of the customer in the customer information, if the marketing terminal returns the customer information sent by the automatic order sending module, the automatic order sending module sends the customer information to an idle marketing terminal next to the position of the customer in the customer information, and if the marketing terminal returns the customer information sent by the automatic order sending module, the classification label of the customer information is set as a manual order sending label and sent to the manual order sending module.
Preferably, the marketing terminal comprises a customer interaction module, and the customer interaction module comprises a voice sub-module, an offline handling sub-module, a customer obtaining short message sending sub-module, a loan obtaining short message sending sub-module, an empty bank transferring sub-module and an online guiding filling sub-module.
Preferably, the multi-channel access module comprises an autonomous ordering access sub-module and a plurality of customer information transfer sub-modules.
Preferably, the client information transfer-in submodule comprises a big data system transfer-in submodule, a financial system transfer-in submodule, a unified client acquisition system transfer-in submodule and a blank bank system transfer-in submodule.
Preferably, the self-service ordering access sub-module accesses the customer information acquired by the wechat applet, the big data system transfer sub-module transfers the customer information of the abandon, approval rejection, real name system failure and verification failure users acquired by analysis of the bank big data system, the financial system transfer sub-module transfers the customer information of the three parents who are transferred by the financial system and check the failure users, the unified customer obtaining system transfer sub-module acquires the customer information of the online transfer single user transferred by the unified customer obtaining system, and the free-banking system transfer sub-module transfers the customer information of the free-banking system transfer single user.
Preferably, the marketing terminal is held by bank marketing personnel, and the manual dispatching terminal is held by a marketing supervisor.
Preferably, the customer information of which the classification label is the manual order dispatching label is received by a marketing supervisor, the manual order distributing information is submitted according to the customer information, the customers of which the classification label is the manual order dispatching label are assigned to corresponding marketing personnel, and the customer information is sent to the marketing terminal of the corresponding marketing personnel.
Preferably, the customer information includes a customer name, a transaction type, a customer contact information, a customer location, a customer category label, and a customer access channel.
A multi-channel bank marketing information interaction method is based on the multi-channel bank marketing information interaction system, and comprises the following steps:
s1: the multi-channel access module acquires customer information of different marketing channels;
s2: the client classification module acquires a client classification label of each client according to the client information, sends the client information of which the client classification label is an order grabbing label into the order grabbing module, sends the client information of which the client classification label is an automatic order dispatching label into the automatic order dispatching module, and sends the client information of which the client classification label is an artificial order dispatching label into the artificial order dispatching module;
s3: sending the customer information to a corresponding marketing terminal by each module of the dispatching module;
s4: and the marketing terminal acquires the customer information and carries out customer interaction according to the customer information.
Preferably, the S3 specifically includes:
s31: the order grabbing module sends the client information to an order grabbing module of a marketing terminal, the distance between the order grabbing module and the position of a client in the client information is smaller than a preset distance, the order grabbing module waits for the response of the marketing terminal to receive an order, when the waiting time is longer than a first preset time, no marketing terminal response order is still received, the client information is sent to an order grabbing module of a marketing terminal in the city where the client is located in the client information, when the waiting time is longer than a second preset time, no marketing terminal response order is received, a classification label of the client information is set as a manual order dispatching label and sent to the manual order dispatching module;
s32: the automatic order sending module sends the client information to an idle marketing terminal closest to the position of a client in the client information, if the marketing terminal returns the client information sent by the automatic order sending module, the automatic order sending module sends the client information to an idle marketing terminal second closest to the position of the client in the client information, and if the marketing terminal returns the client information sent by the automatic order sending module, the classification label of the client information is set as a manual order sending label and is sent to the manual order sending module;
s33: the manual dispatching module sends the customer information of which the customer classification label is the manual dispatching label to the manual dispatching terminal, and then the manual dispatching terminal obtains the manual dispatching information and sends the customer information of which the customer classification label is the manual dispatching label to the corresponding marketing terminal according to the manual dispatching information.
Compared with the prior art, the invention has the following advantages:
(1) according to the invention, the customer information of different marketing channels can be obtained, and the customers are distributed to corresponding marketing personnel for interaction according to the customer information, so that the customer interaction method of different marketing channels is effectively opened, the customers can be efficiently distributed to the marketing personnel in real time, and the user experience is improved;
(2) according to the invention, the customers are classified according to the customer information through the customer classification module, and the customer information is sent to the dispatching module according to the classification result, so that the personalized processing effect on different customers can be effectively improved, and the marketing interaction efficiency is improved;
(3) the order dispatching module sends the client information to the marketing terminal of the marketing staff through the order grabbing and dispatching module, the automatic order dispatching module and the manual order dispatching module, the order grabbing and dispatching module can effectively improve the real-time response efficiency of the client information after entering a system, the manual order dispatching module can carry out manual order dispatching processing on clients which are not subjected to order grabbing and are dispatched automatically or special clients, and the targeted marketing capability is improved;
(4) the order grabbing and dispatching module can preferentially push the customer information to the marketing personnel with small distance from the customer, and improve the corresponding speed and processing speed of the marketing personnel;
(5) the automatic order dispatching module can quickly push the customer information to the marketing personnel closest to the customer, effectively improve the speed of the marketing personnel reaching the customer position and improve the marketing efficiency of the marketing personnel.
Drawings
FIG. 1 is a schematic structural diagram of a multi-channel bank marketing information interaction system according to the present invention;
fig. 2 is a flowchart of a multi-channel bank marketing information interaction method according to the present invention.
Detailed Description
The invention is described in detail below with reference to the figures and specific embodiments. Note that the following description of the embodiments is merely a substantial example, and the present invention is not intended to be limited to the application or the use thereof, and is not limited to the following embodiments.
Examples
A multi-channel bank marketing information interaction system is shown in figure 1 and comprises a multi-channel access module, a customer classification module, a dispatching module, a plurality of marketing terminals and a plurality of manual dispatching terminals.
In this embodiment, the marketing terminal is held by bank marketing personnel, and artifical group single terminal is held by the marketing supervisor, and the marketing terminal is including robbing single module and orientation module, and the orientation module is used for acquireing marketing terminal's positional information.
The multi-channel access module is used for acquiring customer information of different marketing channels. Specifically, the multi-channel access module comprises an independent ordering access submodule and a plurality of customer information transfer-in submodules, and the customer information transfer-in submodules comprise a big data system transfer-in submodule, a financial system transfer-in submodule, a unified customer acquisition system transfer-in submodule and a blank system transfer-in submodule.
In the embodiment, the self-service ordering access sub-module accesses the customer information of the user acquired by the WeChat small program, the big data system switching sub-module switches the customer information of the user who is abandoned, rejected, failed in real-name system and failed in verification acquired by analysis of the big data system of the bank, the financial system switching sub-module switches the customer information of the user who is failed in auditing by three parents switched in by the financial system, the unified ordering system switching sub-module acquires the customer information of the on-line ordering user switched in by the unified ordering system, and the air banking system switching sub-module switches the customer information of the on-line ordering user switched in by the air banking system switching sub-module.
The client classification module is used for acquiring the client classification label of each client information according to the client information and sending the client information of different client classification labels into each module of the order sending module. In this embodiment, the customer classification labels include a ticket robbing label, an automatic ticket dispatching label, and a manual ticket dispatching label.
In this embodiment, the customer information accessed by the self-service ordering access sub-module has a customer classification label as an order grabbing label, and in the customer information transferred from other channels, the customer classification module judges that the customer classification label is an automatic order dispatching label or a manual order dispatching label according to the customer information. The client classification labels of the three parent clients, namely the abandonment, the refusal, the real-name system failure and the verification failure, are automatic order dispatching labels, and the client classification labels of other clients are manual order dispatching labels.
And sending the customer information to the corresponding marketing terminal by each module of the dispatching module. In this embodiment, the order sending module includes an order grabbing and sending module, an automatic order sending module and a manual order sending module.
Specifically, the order grabbing dispatching module is used for sending the customer information of which the customer classification label is the order grabbing label to the corresponding marketing terminal for order grabbing, and the automatic dispatching module is used for sending the customer information of which the customer classification label is the automatic dispatching label to the corresponding marketing terminal.
The order grabbing sending module is internally provided with a preset distance, a first preset time and a second preset time, the second preset time is longer than the first preset time, the order grabbing sending module sends the customer information into an order grabbing module of a marketing terminal, the distance between the customer information and the position of the customer in the customer information is shorter than the preset distance, the marketing terminal responds to order receiving, when the waiting time is longer than the first preset time, no marketing terminal responds to order receiving, the customer information is sent into an order grabbing module of a marketing terminal in the city where the customer is located in the customer information, when the waiting time is longer than the second preset time, no marketing terminal responds to order receiving, the customer classification label of the customer information is set as a manual order sending label and sent into the manual order sending module.
After the customer information is sent into the order grabbing module in the marketing terminal, the marketing personnel check the customer information through the marketing terminal and select whether to receive the order.
In this embodiment, the preset distance is 10 km, the first preset time is 5 minutes, and the second preset time is 20 minutes.
The automatic order sending module sends the customer information to an idle marketing terminal which is nearest to the position of the customer in the customer information, if the marketing terminal returns the customer information sent by the automatic order sending module, the automatic order sending module sends the customer information to an idle marketing terminal which is second nearest to the position of the customer in the customer information, and if the marketing terminal returns the customer information sent by the automatic order sending module, the customer classification label of the customer information is set as a manual order sending label and sent to the manual order sending module.
The manual dispatching module is used for sending the customer information of which the customer classification label is the manual dispatching label to the manual dispatching terminal, and the manual dispatching terminal acquires the manual dispatching information and sends the customer information of which the customer classification label is the manual dispatching label to the corresponding marketing terminal according to the manual dispatching information.
Specifically, the customer information of which the customer classification label is the manual order dispatching label is received by the marketing supervisor, the manual order distribution information is submitted according to the customer information, the customers of which the customer classification labels are the manual order dispatching labels are assigned to corresponding marketing personnel, and the customer information is sent to the marketing terminals of the corresponding marketing personnel.
The marketing terminal acquires customer information and performs customer interaction according to the customer information, and the marketing interruption module further comprises a customer interaction module, wherein the customer interaction module comprises a voice submodule, an offline handling submodule, a customer obtaining short message sending submodule, a credit obtaining short message sending submodule, an empty bank transferring submodule and an online guiding filling submodule.
In this embodiment, the client information includes a client name, a transaction type, a client contact information, a client location, a client classification tag, and a client access channel.
A multi-channel bank marketing information interaction method, based on the above-mentioned multi-channel bank marketing information interaction system, as shown in fig. 2, the method includes the following steps:
s1: the multi-channel access module acquires customer information of different marketing channels.
Specifically, in this embodiment, the multi-channel access module includes an autonomous ordering access sub-module, a big data system transfer sub-module, a financial system transfer sub-module, a unified customer acquisition system transfer sub-module, and an empty bank system transfer sub-module, and acquires self-ordering customer information, big data system transfer client information, financial system transfer client information, unified customer acquisition system transfer client information, and empty bank system transfer client information.
S2: the client classification module acquires a client classification label of each client according to the client information, sends the client information of which the client classification label is an order grabbing label into the order grabbing module, sends the client information of which the client classification label is an automatic order dispatching label into the automatic order dispatching module, and sends the client information of which the client classification label is an artificial order dispatching label into the artificial order dispatching module;
s3: and sending the customer information to the corresponding marketing terminal by each module of the dispatching module.
Specifically, in this embodiment, S3 specifically includes:
s31: the order grabbing module sends the client information to an order grabbing module of a marketing terminal, the distance between the order grabbing module and the position of a client in the client information is smaller than a preset distance, the order grabbing module waits for the response of the marketing terminal to receive an order, when the waiting time is longer than a first preset time, no marketing terminal response order is still received, the client information is sent to an order grabbing module of a marketing terminal in the city where the client is located in the client information, when the waiting time is longer than a second preset time, no marketing terminal response order is received, a client classification label of the client information is set as a manual order dispatching label and sent to the manual order dispatching module;
s32: the automatic order sending module sends the client information to an idle marketing terminal closest to the position of a client in the client information, if the marketing terminal returns the client information sent by the automatic order sending module, the automatic order sending module sends the client information to an idle marketing terminal second closest to the position of the client in the client information, and if the marketing terminal returns the client information sent by the automatic order sending module, the client classification label of the client information is set as a manual order sending label and sent to the manual order sending module;
s33: the manual dispatching module sends the customer information of which the customer classification label is the manual dispatching label to the manual dispatching terminal, and then the manual dispatching terminal obtains the manual dispatching information and sends the customer information of which the customer classification label is the manual dispatching label to the corresponding marketing terminal according to the manual dispatching information.
S4: and the marketing terminal acquires the customer information and carries out customer interaction according to the customer information.
Specifically, in this embodiment, after the marketing terminal obtains the customer information, the marketing staff may interact with the customer through the customer interaction module according to the customer information.
If the client is a credit card handling client, the client is informed of order receiving information through the client obtaining short message sending submodule, then the client is contacted through the voice submodule, the client is handled with the credit card for the client through the offline handling submodule after the client appoints a time and place, and if the client chooses to handle the credit card online, the online guiding filling submodule assists the client to handle the credit card online.
If the client is a loan handling client, the client is informed of order receiving information through the client obtaining short message sending submodule, then the client is contacted through the voice submodule, the marketer contacts the client through the voice submodule to carry out marketing according to the handling service type in the client information, after the marketing is successful, the corresponding loan obtaining handling link is sent through the loan obtaining short message sending submodule, and if the client needs the marketing, the client is guided to fill in through the voice submodule telephone.
And if the marketing personnel judge that the client is the air-to-silver client, the client information is converted back to the air-to-silver system through the air-to-silver submodule. The clients transferring the empty bank are divided into two types, one type is a batch client, and the clients transfer the empty bank system aiming at the abandoned list which is not contacted by two calls within 3 days, has unallocated list state and meets the condition of the number of detained days. One is active turn-back, the marketer can actively turn the famous customer to empty bank.
The above embodiments are merely examples and do not limit the scope of the present invention. These embodiments may be implemented in other various manners, and various omissions, substitutions, and changes may be made without departing from the technical spirit of the present invention.
Claims (10)
1. A multi-channel bank marketing information interaction system is characterized by comprising a multi-channel access module, a customer classification module, a dispatching module and a plurality of marketing terminals,
the multi-channel access module is used for acquiring customer information of different marketing channels,
the customer classification module is used for obtaining the customer classification label of each customer information according to the customer information and sending the customer information of different customer classification labels into each module of the order dispatching module,
each module of the order dispatching module sends the customer information to the corresponding marketing terminal,
and the marketing terminal acquires the customer information and performs customer interaction according to the customer information.
2. The multi-channel bank marketing information interaction system according to claim 1, wherein the customer classification labels comprise a list-robbing label, an automatic list-dispatching label and a manual list-dispatching label, correspondingly, the list-dispatching group comprises a list-robbing list-dispatching module, an automatic list-dispatching module and a manual list-dispatching module, the real-time interaction system further comprises a manual list-dispatching terminal,
the order-grabbing dispatching module is used for sending the customer information of which the customer classification label is the order-grabbing label to a corresponding marketing terminal for order grabbing,
the automatic order-sending module is used for sending the customer information of which the customer classification label is the automatic order-sending label to the corresponding marketing terminal,
the manual dispatching module is used for sending the customer information of which the customer classification label is the manual dispatching label to the manual dispatching terminal, and the manual dispatching terminal acquires the manual dispatching information and sends the customer information of which the customer classification label is the manual dispatching label to the corresponding marketing terminal according to the manual dispatching information.
3. The multi-channel bank marketing information interaction system of claim 2, wherein the marketing terminal comprises a list-robbing module and a positioning module,
the positioning module is used for acquiring the position information of the marketing terminal,
the order grabbing dispatching module is used for sending the customer information into an order grabbing module of a marketing terminal, the distance between the customer information and the position of a customer in the customer information is smaller than a preset distance, waiting for the response order receiving of the marketing terminal, sending the customer information into the order grabbing module of the marketing terminal in the city where the customer is located in the customer information when the waiting time is longer than a first preset time and no response order receiving of the marketing terminal when the waiting time is longer than a second preset time, setting the customer classification label of the customer information as a manual dispatching label and sending the manual dispatching label into the manual dispatching module,
the second preset time is longer than the first preset time.
4. The multi-channel bank marketing information interaction system of claim 2, wherein the marketing terminal comprises a positioning module for obtaining the position information of the marketing terminal,
the automatic order sending module sends the customer information to an idle marketing terminal nearest to the position of the customer in the customer information, if the marketing terminal returns the customer information sent by the automatic order sending module, the automatic order sending module sends the customer information to an idle marketing terminal next to the position of the customer in the customer information, and if the marketing terminal returns the customer information sent by the automatic order sending module, the customer classification label of the customer information is set as a manual order sending label and sent to the manual order sending module.
5. The multi-channel bank marketing information interaction system according to claim 1, wherein the marketing terminal comprises a customer interaction module, and the customer interaction module comprises a voice sub-module, an offline handling sub-module, a customer-obtaining short message sending sub-module, a credit-obtaining short message sending sub-module, an empty bank transferring sub-module and an online guiding filling sub-module.
6. The multi-channel bank marketing information interaction system of claim 1, wherein the multi-channel access module comprises an autonomous ordering access sub-module and a plurality of customer information transfer sub-module.
7. The multi-channel bank marketing information interaction system according to claim 6, wherein the customer information transfer sub-module comprises a big data system transfer sub-module, a financial system transfer sub-module, a unified customer acquisition system transfer sub-module and an air banking system transfer sub-module.
8. The multi-channel bank marketing information interaction system of claim 1, wherein the customer information comprises customer name, transaction type, customer contact, customer location, customer category label, and customer access channel.
9. A multi-channel bank marketing information interaction method, based on the multi-channel bank marketing information interaction system of claims 2-8, characterized in that the method comprises the following steps:
s1: the multi-channel access module acquires customer information of different marketing channels;
s2: the client classification module acquires a client classification label of each client according to the client information, sends the client information of which the client classification label is an order grabbing label into the order grabbing module, sends the client information of which the client classification label is an automatic order dispatching label into the automatic order dispatching module, and sends the client information of which the client classification label is an artificial order dispatching label into the artificial order dispatching module;
s3: sending the customer information to a corresponding marketing terminal by each module of the dispatching module;
s4: and the marketing terminal acquires the customer information and carries out customer interaction according to the customer information.
10. The multi-channel bank marketing information interaction method according to claim 9, wherein the S3 specifically comprises:
s31: the order grabbing module sends the client information to an order grabbing module of a marketing terminal, the distance between the order grabbing module and the position of a client in the client information is smaller than a preset distance, the order grabbing module waits for the response of the marketing terminal to receive an order, when the waiting time is longer than a first preset time, no marketing terminal response order is still received, the client information is sent to an order grabbing module of a marketing terminal in the city where the client is located in the client information, the response of the marketing terminal to receive an order is waited, when the waiting time is longer than a second preset time, no marketing terminal response order is received, a client classification label of the client information is set as a manual order dispatching label and sent to the manual order;
s32: the automatic order sending module sends the client information to an idle marketing terminal closest to the position of a client in the client information, if the marketing terminal returns the client information sent by the automatic order sending module, the automatic order sending module sends the client information to an idle marketing terminal second closest to the position of the client in the client information, and if the marketing terminal returns the client information sent by the automatic order sending module, the client classification label of the client information is set as a manual order sending label and sent to the manual order sending module;
s33: the manual dispatching module sends the customer information of which the customer classification label is the manual dispatching label to the manual dispatching terminal, and then the manual dispatching terminal obtains the manual dispatching information and sends the customer information of which the customer classification label is the manual dispatching label to the corresponding marketing terminal according to the manual dispatching information.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202010928691.7A CN112053060B (en) | 2020-09-07 | 2020-09-07 | Multi-channel bank marketing information interaction system and method |
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| CN112669481A (en) * | 2020-12-16 | 2021-04-16 | 重庆电子工程职业学院 | Management equipment for product marketing propaganda |
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