CN112131219A - Customer maintenance management method and system - Google Patents

Abstract

The invention provides a customer maintenance management method and a system, comprising the following steps: the client information maintenance module is used for receiving client data based on the data interface, processing the client data and generating client information; the data report generating module is used for acquiring order information and registration authentication information in real time, generating a daily transaction information table based on the order information and generating a monthly account opening record table based on the registration authentication information and client information corresponding to the registration authentication information; the client automatic allocation module is used for automatically allocating newly registered clients to certain client personnel based on a polling (polling + blacklisting) mode so as to perform subsequent tracking and service; and the customer service staff follow-up module is used for receiving follow-up information input by the customer service staff and storing the follow-up information and the corresponding customer information. Various transaction indexes and account opening conditions recorded based on the method and the system are convenient to watch, and corresponding reports can be counted by taking days and months as units, so that customer maintenance personnel can watch customer information visually, screen related customers and pay key attention.

Description

Customer maintenance management method and system

technical field

The invention relates to related technologies in the field of customer maintenance, in particular to a customer maintenance management method and system.

Background technique

The customer maintenance department (customer service department) is an important department that provides various services such as consultation, registration, authentication, order placement, and transaction to company members. In the bill service industry, there is no mature and complete software system to provide support for the customer maintenance department in this industry. Most of them are based on scattered basic customer information management modules and manual reports, and the data is not easy to save and easy to lose.

SUMMARY OF THE INVENTION

The embodiment of the present invention provides a customer maintenance management method and system, which can electronically save and maintain customer information, and the data is easy to save and will not be lost.

A first aspect of the embodiments of the present invention provides a customer maintenance and management method, including:

Receive customer data based on the data interface, and process the customer data to generate customer information;

Obtain order information and registration authentication information in real time, generate daily transaction information table based on order information and corresponding customer information, and generate monthly account opening record table based on registration authentication information and corresponding customer information;

Distributing customer information to one or more customer maintenance personnel based on the daily transaction information table and the monthly account opening record table;

The follow-up information input by the customer maintenance personnel is received, and the follow-up information and the corresponding customer information are stored.

Optionally, in a possible implementation manner of the first aspect, receiving customer data through a data interface, and processing the customer data to generate customer information includes:

Call the customer master data interface to obtain customer data;

The customer data is modified to generate customer information, and the modified customer information has associated user information and source channel information corresponding to it.

Optionally, in a possible implementation manner of the first aspect, obtaining order information and registration authentication information in real time, and generating a daily transaction information table based on the order information and corresponding customer information includes:

Obtain order information through ElasticSearch;

Refresh the daily transaction information table of each customer based on the current transaction order information, wherein the daily transaction information table includes the current transaction order information;

Obtain customer registration, certification and other information through ElasticSearch;

Refresh the monthly account opening record table of each customer maintenance staff with the newly registered or newly certified information.

Optionally, in a possible implementation manner of the first aspect, after the newly registered or newly certified information is used to refresh the account opening record table of each customer maintenance personnel in the current month, the method further includes:

Statistical Kanban information is generated by summarizing the daily transaction information table and the account opening record table of the current month.

Optionally, in a possible implementation manner of the first aspect, automatically assigning a newly registered customer to a certain customer maintenance personnel based on any one or more of a combination of polling or a blacklist includes:

judging the channel information in the customer information in the monthly account opening record table, wherein the channel information in the customer information is preset;

Determine whether the customer is a channel customer based on the channel information in the customer information;

If the customer is a channel customer, the customer is allocated to the customer maintenance personnel according to the pre-first preset allocation rule;

If the customer is a non-channel customer, the customer is allocated to the customer maintenance personnel according to the second preset allocation rule.

A second aspect of the embodiments of the present invention provides a customer maintenance management system, including:

The customer information maintenance module is used to receive customer data based on the data interface, and generate customer information after processing the customer data;

The data report generation module is used to obtain order information and registration authentication information in real time, generate a daily transaction information table based on the order information and its corresponding customer information, and generate a monthly account opening record table based on the registration authentication information and its corresponding customer information;

The customer is automatically assigned to the module, which is used for distributing customer information to one or more customer maintenance personnel based on the daily transaction information table and the monthly account opening record table;

The customer maintenance personnel follow-up module is used to receive the follow-up information input by the customer maintenance personnel and store the follow-up information and the corresponding customer information.

Optionally, in a possible implementation manner of the second aspect, receiving customer data through a data interface, and processing the customer data to generate customer information includes:

Call the customer master data interface to obtain customer data;

The customer data is modified to generate customer information, and the modified customer information has associated user information and source channel information corresponding to it.

Optionally, in a possible implementation manner of the second aspect, obtaining order information and registration authentication information in real time, and generating a daily transaction information table based on the order information and corresponding customer information includes:

Obtain order information through ElasticSearch;

Refresh the daily transaction information table of each customer based on the current transaction order information, wherein the daily transaction information table includes the current transaction order information;

Obtain customer registration, certification and other information through ElasticSearch;

Refresh the monthly account opening record table of each customer maintenance staff with the newly registered or newly certified information.

Optionally, in a possible implementation manner of the second aspect, after the newly registered or newly certified information is used to refresh the account opening record table of each customer maintenance personnel in the current month, the method further includes:

Statistical Kanban information is generated by summarizing the daily transaction information table and the account opening record table of the current month.

In a third aspect of the embodiments of the present invention, a readable storage medium is provided, where a computer program is stored in the readable storage medium, and the computer program is used to implement the first aspect and the first aspect of the present invention when executed by a processor Various possible designs of the described method.

The invention provides a customer maintenance management method and system. It can save and maintain customer information electronically, and the data is easy to save and will not be lost. Various transaction indicators and account opening conditions recorded based on this method are easy to view, and corresponding reports can be counted in units of days and months, so that customer maintenance personnel can intuitively view customer information, filter relevant customers, and focus on them. In addition, newly registered customers can also be automatically assigned to various customer maintenance personnel, and the customer maintenance personnel can fill in and inquire about the follow-up status of customers.

Description of drawings

Fig. 1 is the flow chart of the first embodiment of the customer maintenance management method;

Fig. 2 is the flow chart of the second embodiment of the customer maintenance management method;

Fig. 3 is the flow chart of the third embodiment of the customer maintenance management method;

4 is a flowchart of a fourth embodiment of the customer maintenance management method;

5 is a flowchart of a fifth embodiment of the customer maintenance management method;

FIG. 6 is a structural diagram of a sixth embodiment of the customer maintenance management system.

Detailed ways

In order to make the purposes, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments It is only a part of the embodiments of the present invention, but not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those of ordinary skill in the art without creative efforts shall fall within the protection scope of the present invention.

The terms "first", "second", "third", "fourth", etc. (if present) in the description and claims of the present invention and the above-mentioned drawings are used to distinguish similar objects and are not necessarily used to Describe a particular order or sequence. It is to be understood that the data so used may be interchanged under appropriate circumstances such that the embodiments of the invention described herein can be practiced in sequences other than those illustrated or described herein.

It should be understood that, in various embodiments of the present invention, the size of the sequence numbers of each process does not mean the sequence of execution, and the execution sequence of each process should be determined by its functions and internal logic, and should not be used in the embodiments of the present invention. Implementation constitutes any limitation.

It should be understood that in the present invention, "comprising" and "having" and any variations thereof are intended to cover non-exclusive inclusion, for example, a process, method, system, product or device comprising a series of steps or units is not necessarily limited to Those steps or elements that are expressly listed may instead include other steps or elements that are not expressly listed or are inherent to the process, method, product or apparatus.

It should be understood that, in the present invention, "plurality" refers to two or more. "And/or" is only an association relationship that describes the associated objects, indicating that there can be three kinds of relationships, for example, and/or B, it can mean that A exists alone, A and B exist at the same time, and B exists alone. . The character "/" generally indicates that the associated objects are an "or" relationship. "Contains A, B and C", "contains A, B, C" means that A, B, and C are all contained, "contains A, B or C" means that one of A, B, and C is contained, "Comprising A, B and/or C" means including any one or any two or three of A, B, and C.

It should be understood that in the present invention, "B corresponding to A", "B corresponding to A", "A corresponds to B" or "B corresponds to A" means that B is associated with A, according to A B can be determined. Determining B based on A does not mean determining B based only on A, but also determining B based on A and/or other information. The matching between A and B means that the similarity between A and B is greater than or equal to a preset threshold.

"If" as used herein may be interpreted as "at" or "when" or "in response to determining" or "in response to detecting," depending on the context.

The technical solutions of the present invention will be described in detail below with specific examples. The following specific embodiments may be combined with each other, and the same or similar concepts or processes may not be repeated in some embodiments.

The present invention provides a customer maintenance and management method, as shown in Figure 1, comprising:

Step S10: Receive customer data based on the data interface, and generate customer information after processing the customer data.

In step S10, including:

S101. Call the customer master data interface to obtain customer data;

S102 , modifying the customer data to generate customer information, where the modified customer information has associated user information and source channel information corresponding to it.

Step S20: Obtain order information and registration authentication information in real time, generate a daily transaction information table based on the order information and corresponding customer information, and generate a monthly account opening record table based on the registration authentication information and corresponding customer information.

In this embodiment, as shown in Figure 2, after calling the customer master data interface, customer data is obtained, customer maintenance personnel modify the basic data of the customer to generate customer information, and customer maintenance personnel modify the customer's associated customers, source channels and other information. Through the above methods, simple maintenance, statistics and adjustment of customers are carried out.

In step S20, including:

Step S201, obtaining order information through ElasticSearch;

Step S202, refreshing the daily transaction information table of each customer based on the current transaction order information, wherein the daily transaction information table includes the current transaction order information;

Step S203, obtaining information such as customer registration, authentication pass, etc. through ElasticSearch;

Step S204, refresh the monthly account opening record table of each customer maintenance personnel with the newly registered or newly certified information.

Further, statistical dashboard information is generated by summarizing the daily transaction information table and the account opening record table of the current month.

In this embodiment, as shown in FIG. 3 , the daily transaction information table and the account opening record table of the current month are respectively generated through two parallel steps. After obtaining the order information through ElasticSearch, refresh the daily transaction information table of each merchant with the information of the new transaction order. After obtaining information such as customer registration and certification through ElasticSearch, refresh the monthly account opening record table of each customer maintenance staff with the newly registered or newly certified information. Then, through the daily transaction information table and the account opening record table of the current month, the statistical kanban information is summarized. Finally, summarize the statistical daily and monthly report information.

Step S30: Distribute customer information to one or more customer maintenance personnel based on the daily transaction information table and the monthly account opening record table.

In one embodiment, the step of distributing customer information to one or more customer maintenance personnel based on the daily transaction information table and the monthly account opening record table includes a combination based on any one or more of polling or blacklist. The method automatically assigns newly registered customers to a customer maintenance staff.

In step S30, including:

Step S301, judging the channel information in the customer information in the monthly account opening record table, wherein the channel information in the customer information is preset;

Step S302, judging whether the customer is a channel customer based on the channel information in the customer information;

Step S303, if the customer is a channel customer, assign the customer to the customer maintenance personnel according to the pre-first preset allocation rule;

Step S304: If the customer is a non-channel customer, assign the customer to the customer maintenance personnel according to the second preset allocation rule.

In this embodiment, as shown in FIG. 4 , firstly, the information of new user registration is obtained, and it is determined whether it comes from a channel, and if so, it is sequentially distributed among various personnel in the channel management department according to the first preset distribution rule. If otherwise, it is assigned to customer maintenance personnel according to the second preset assignment rule. The second preset allocation rule includes sequentially assigning each customer maintenance group to a certain customer maintenance personnel, judging whether the certification is completed within T days, and if the certification is not completed, a redistribution mechanism is used to perform the certification again. If the certification is completed, the convertor will be recorded, and the first transaction will be completed within M days. , it ends.

Step S40: Receive follow-up information input by customer maintenance personnel, and save the follow-up information and corresponding customer information.

In this embodiment, as shown in FIG. 5 , firstly, the customer dimension searches for qualified users. Then the customer clicks the "Follow up record" button, and the customer chooses the communication channel: phone, WeChat, email, etc. Afterwards, the customer dimension records follow-up summary information. Finally, according to the time, status and other information to query the customer maintenance records.

It can save and maintain customer information electronically, and the data is easy to save and will not be lost. Various transaction indicators and account opening conditions recorded based on this method are easy to view, and corresponding reports can be counted in units of days and months, so that customer maintenance personnel can intuitively view customer information, filter relevant customers, and focus on them. In addition, newly registered customers can also be automatically assigned to various customer maintenance personnel, and the customer maintenance personnel can fill in and inquire about the follow-up status of customers.

Another embodiment of the present invention also provides a customer maintenance management system, as shown in FIG. 6 , including:

The customer information maintenance module is used to receive customer data based on the data interface, and generate customer information after processing the customer data;

The data report generation module is used to obtain order information and registration authentication information in real time, generate a daily transaction information table based on the order information and its corresponding customer information, and generate a monthly account opening record table based on the registration authentication information and its corresponding customer information;

The customer is automatically assigned to the module, which is used for distributing customer information to one or more customer maintenance personnel based on the daily transaction information table and the monthly account opening record table;

The customer maintenance personnel follow-up module is used to receive the follow-up information input by the customer maintenance personnel and store the follow-up information and the corresponding customer information.

Optionally, in a possible implementation manner of the second aspect, receiving customer data through a data interface, and processing the customer data to generate customer information includes:

Call the customer master data interface to obtain customer data;

The customer data is modified to generate customer information, and the modified customer information has associated user information and source channel information corresponding to it.

Optionally, in a possible implementation manner of the second aspect, obtaining order information and registration authentication information in real time, and generating a daily transaction information table based on the order information and corresponding customer information includes:

Obtain order information through ElasticSearch;

Refresh the daily transaction information table of each customer based on the current transaction order information, wherein the daily transaction information table includes the current transaction order information;

Obtain customer registration, certification and other information through ElasticSearch;

Refresh the monthly account opening record table of each customer maintenance staff with the newly registered or newly certified information.

Optionally, in a possible implementation manner of the second aspect, after the newly registered or newly certified information is used to refresh the account opening record table of each customer maintenance personnel in the current month, the method further includes:

Statistical Kanban information is generated by summarizing the daily transaction information table and the account opening record table of the current month.

The readable storage medium may be a computer storage medium or a communication medium. Communication media includes any medium that facilitates transfer of a computer program from one place to another. Computer storage media can be any available media that can be accessed by a general purpose or special purpose computer. For example, a readable storage medium is coupled to the processor such that the processor can read information from, and write information to, the readable storage medium. Of course, the readable storage medium can also be an integral part of the processor. The processor and the readable storage medium may be located in application specific integrated circuits (Application Specific Integrated Circuits, ASIC for short). Alternatively, the ASIC may be located in the user equipment. Of course, the processor and the readable storage medium may also exist in the communication device as discrete components. The readable storage medium may be read only memory (ROM), random access memory (RAM), CD-ROMs, magnetic tapes, floppy disks, optical data storage devices, and the like.

The present invention also provides a program product including execution instructions stored in a readable storage medium. At least one processor of the device can read the execution instruction from the readable storage medium, and the execution of the execution instruction by the at least one processor causes the device to implement the methods provided by the various embodiments described above.

In the above embodiments of the terminal or server, it should be understood that the processor may be a central processing unit (English: Central Processing Unit, CPU for short), or other general-purpose processors, digital signal processors (English: Digital Signal Processor) , referred to as: DSP), application specific integrated circuit (English: Application Specific Integrated Circuit, referred to as: ASIC) and so on. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like. The steps of the method disclosed in conjunction with the present invention can be directly embodied as executed by a hardware processor, or executed by a combination of hardware and software modules in the processor.

Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention, but not to limit them; although the present invention has been described in detail with reference to the foregoing embodiments, those of ordinary skill in the art should understand that: The technical solutions described in the foregoing embodiments can still be modified, or some or all of the technical features thereof can be equivalently replaced; and these modifications or replacements do not make the essence of the corresponding technical solutions deviate from the technical solutions of the embodiments of the present invention. scope.

Claims (10)

1. A customer maintenance management method, comprising:

receiving client data based on a data interface, and processing the client data to generate client information;

acquiring order information and registration authentication information in real time, generating a daily transaction information table based on the order information and client information corresponding to the order information, and generating a monthly account opening record table based on the registration authentication information and the client information corresponding to the registration authentication information;

distributing the customer information to one or more customer service personnel based on the daily maturity and transaction information table and the monthly account opening record table;

receiving follow-up information input by the customer maintenance personnel and storing the follow-up information and the corresponding customer information.

2. The customer maintenance management method according to claim 1,

receiving client data through a data interface, and generating client information after processing the client data comprises:

calling a client main data interface to obtain client data;

and modifying the customer data to generate customer information, wherein the modified customer information has associated customer information and source channel information corresponding to the customer information.

3. The customer maintenance management method according to claim 1,

the step of acquiring order information and registration authentication information in real time, and generating a daily transaction information table based on the order information and the client information corresponding to the order information comprises the following steps:

acquiring order information through an ElasticSearch;

refreshing a daily deal information table of each customer based on the order information of the current credit deal, wherein the daily deal information table comprises the order information of the current deal;

acquiring information such as client registration and authentication passing through an elastic search;

and refreshing the monthly account opening record table of each customer service staff by using the newly registered or newly authenticated information.

4. The customer maintenance management method according to claim 3,

after the updating the monthly account opening record table of each customer service person by using the newly registered or newly authenticated information, the method further comprises the following steps:

and summarizing the daily transaction information table and the monthly account opening record table to generate statistical billboard information.

5. The customer maintenance management method according to claim 1, further comprising:

automatically allocating the newly registered customer to a customer service person based on any one or more of polling and blacklisting includes:

judging channel information in customer information in a monthly account opening record table, wherein the channel information in the customer information is preset;

judging whether the customer is a channel customer or not based on channel information in the customer information;

if the customer is a channel customer, distributing the customer to customer service staff according to a preset first distribution rule;

and if the customer is a non-channel customer, distributing the customer to customer service staff according to a second preset distribution rule.

6. A customer maintenance management system, comprising:

the client information maintenance module is used for receiving client data based on the data interface, processing the client data and generating client information;

the data report generating module is used for acquiring order information and registration authentication information in real time, generating a daily transaction information table based on the order information and the client information corresponding to the order information, and generating a monthly account opening record table based on the registration authentication information and the client information corresponding to the registration authentication information;

the automatic client distributing module is used for distributing client information to one or more client dimension personnel based on the daily maturity and transaction information table and the monthly account opening record table;

and the customer service staff follow-up module is used for receiving follow-up information input by the customer service staff and storing the follow-up information and the corresponding customer information.

7. The customer maintenance management system according to claim 6,

receiving client data through a data interface, and generating client information after processing the client data comprises:

calling a client main data interface to obtain client data;

and modifying the customer data to generate customer information, wherein the modified customer information has associated customer information and source channel information corresponding to the customer information.

8. The customer maintenance management system according to claim 6,

the step of acquiring order information and registration authentication information in real time, and generating a daily transaction information table based on the order information and the client information corresponding to the order information comprises the following steps:

acquiring order information through an ElasticSearch;

refreshing a daily deal information table of each customer based on the order information of the current credit deal, wherein the daily deal information table comprises the order information of the current deal;

acquiring information such as client registration and authentication passing through an elastic search;

and refreshing the monthly account opening record table of each customer service staff by using the newly registered or newly authenticated information.

9. The customer maintenance management system according to claim 6,

after the updating the monthly account opening record table of each customer service person by using the newly registered or newly authenticated information, the method further comprises the following steps:

and summarizing the daily transaction information table and the monthly account opening record table to generate statistical billboard information.

10. A readable storage medium, in which a computer program is stored which, when being executed by a processor, is adapted to carry out the method of any one of claims 1 to 5.

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