JP2000222469A - Electronic order issue system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an electronic order issue system capable of surely transmitting customer information related to business to a person in charge of a specific terminal while avoiding increase of the capacity of an information data base shared by plural customers. SOLUTION: The electronic order issue system is provided with a 1st data base management system 1 concentrically arranged in a head office and provided with a customer-shared information data base 2 for storing customer management information by shared items and a terminal driving reserve power information data base 4, a 2nd data base management system 5 dispersedly arranged in each of terminals and provided with a customer individual information data base 6 for storing customer management information in each individual item, a customer order information processing part 9 for generating an electronic order based on order information outputted from a customer and the customer management information obtained from the system 1, and a service information adding means for adding the customer management information of the customer which is obtained from the 2nd data base management system 5 of a specific terminal to the electronic order.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

[0001] The present invention relates to an electronic order issuing system.

[0002]

2. Description of the Related Art As a conventional electronic order issuing system, a customer common information database which is centrally located and stores customer management information based on common items, and a terminal operating capacity information database which stores a plurality of terminal operating capacity information. A first database management system comprising, and generates an electronic order based on the order information from the customer and the customer management information obtained from the first database management system, the operation obtained from the first database management system And a customer order information processing unit that issues the electronic order to a specific terminal that requests processing of the electronic order based on the surplus information.

For example, in a gas supply service network, when a customer enters a call center in which a customer order information processing section is installed, such as a request for opening the cap, a request for repair of gas equipment, a request for purchase of gas equipment, etc., The computer terminal constituting the order information processing unit unloads customer information such as customer number, address, telephone number, and owned equipment from the customer common information database of the headquarters via the network, and uses the customer information for generating business management Issue an electronic order to which project number data and business content data specifying business content are added, identify the terminal near the customer's place of residence from the terminal available capacity information database, and specify the terminal with available capacity. The electronic order was transmitted via a communication line. Then, at the specific terminal, the contents of the electronic order are transmitted to the person in charge directly or via a telephone or the like.

[0004]

However, in the electronic order issued by the above-mentioned conventional electronic order issuing system, customer information added to the order is limited.
When a person in charge at a specific terminal goes to a customer and responds to a customer's request, it has been difficult to effectively conduct business due to a lack of customer information. For example, if the customer's family information is known in advance, conversations may bounce and smooth sales activities may be possible, and if the customer's purchased equipment information or failure history information is known, additional services such as equipment inspection may be provided. Although it is possible and promotion of replacement is also possible, there is a problem that such customer information is unknown and misses sales opportunities. In such a case, it is possible to check the terminal, that is, the service shop, by telephone or the like before visiting the customer, but the work is extremely complicated.

On the other hand, storing such customer data in a customer common information database centrally arranged at the head office not only requires an excessive memory capacity but also cannot cope with data changes that occur after the electronic order is issued. For example, if unpaid gas rate data is added at the time of issuing an electronic order and then the gas rate is paid, trouble may be caused between a person who does not recognize the gas rate and the customer.

An object of the present invention is to provide an electronic order issuing system capable of reliably transmitting customer information related to sales to a person in charge of a specific terminal while avoiding an increase in the capacity of a customer common information database. is there.

[0007]

To achieve this object, a first characteristic configuration of the electronic order issuing system according to the present invention is, as described in claim 1 of the claims section, centrally located at the head office. A first database management system having a customer common information database storing customer management information based on common items, and a terminal operating capacity information database storing a plurality of terminal operating capacity information; A second database management system including a customer individual information database storing customer management information according to, and generates an electronic order based on order information from the customer and customer management information obtained from the first database management system, Based on the operating capacity information obtained from the first database management system,
A customer order information processing unit that issues the electronic order to a specific terminal that requests processing of the electronic order, and adds customer management information of the corresponding customer obtained from the second database management system of the specific terminal to the electronic order. And a service information adding unit.

[0008] In a second characteristic configuration, as described in claim 2 of the claims, in addition to the above-mentioned characteristic configuration, the second database management system stores terminal unit available capacity information. A unit operating capacity information database is provided, and in the electronic order, a specific operating unit is determined based on the unit operating capacity information, and the service information adding unit issues the electronic order to the specific operating unit. In that it works when it is done.

A third characteristic configuration is that, in addition to the above-mentioned characteristic configuration, the operating unit is a mobile information processing device, as described in claim 3 of the claims.

[0010] In a fourth characteristic configuration, as described in claim 4 of the claims, in addition to the above-mentioned characteristic configuration, the customer management information based on the individual items stored in the customer individual information database is a business operation. It is service information.

[0011] According to the first feature configuration, the customer order information processing unit identifies the customer and the business based on the order information from the customer and the customer management information obtained from the first database management system. The generated electronic order is generated, and further, the electronic order is issued to a specific terminal that requests processing of the electronic order based on the operating capacity information obtained from the first database management system. Thereafter, the service information adding means adds the customer management information of the customer obtained from the second database management system at the specific terminal to the electronic order, so that the scale of the first database management system is not increased. That is, management information that differs for each customer, for example, customer information that leads to sales is reliably transmitted to the person in charge at the specific terminal.

According to a second characteristic configuration, the second database management system includes a unit operating capacity information database storing terminal unit operating capacity information, and the electronic order is managed by the second database management system. The optimal specific operating unit is determined based on the unit operating surplus information. The service information adding means is configured to operate when the electronic order is issued to the specific operation unit, so that the latest management information different for each customer, for example, customer information linked to sales Is surely transmitted to the person in charge at the specific end.

[0013] According to the third characteristic configuration, the operating unit is a mobile information processing device. For example, if the mobile information processing device is carried by each person in charge, the mobile information can be obtained immediately before visiting a customer. The latest customer management information can be easily obtained simply by referring to the electronic data received by the processing device or the customer information transmitted together with the electronic data.

According to the fourth characteristic configuration, the customer management information based on the individual items stored in the customer individual information database is used to store various kinds of business information, such as purchase equipment information, failure history information, and family information of the customer. Since the information is provided as service information, smooth and timely service activities can be performed.

[0015]

According to the first characteristic configuration of the present invention, without increasing the scale of the first database management system,
It has become possible to provide an electronic data issuing system capable of reliably transmitting management information different for each customer, for example, customer information relating to sales to a person in charge at a specific terminal.

Further, according to the second to third features, it is possible to provide an electronic data issuing system capable of easily and surely transmitting the latest customer management information to a person in charge at a specific terminal. Was.

[0017]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, a case where an embodiment of the present invention is applied to a gas supply service network will be described.

As shown in FIG. 1, the electronic order issuing system includes a first database management system 1 centrally located at the headquarters, a second database management system 5 distributed at the end of each service shop, and a call center. And a reception computer, which is a customer order information processing unit 9 arranged in the network, is interconnected by a network such as a LAN or WAN, and furthermore, a mobile computer as a portable information processing device 11 carried by a terminal worker. And a wireless communication network such as a PHS.

The first database management system 1 comprises:
Customer management information by common items, for example, customer number,
A customer common information database 2 storing addresses, telephone numbers, owned equipment information, inspection history information, usage history information, and the like, and a plurality of terminal operating capacity information, for example, a store number, a processable amount, and a current processing amount are stored. It comprises a terminal operating capacity information database 4 and a progress information database 3 that stores tasks requested by customers, for example, case numbers, customer numbers, requirements, and progress. The second database management system 5 includes: A customer individual information database 6 storing customer management information based on individual items, for example, customer numbers, equipment sales histories, family information, service histories, and the like; a business result information database 7 storing result information of business requested by customers; Unit operating surplus information database 8 that stores terminal unit surplus information, for example, a person-in-charge number, a processable amount, a current processing amount, and the like. Equipped and have configured.

The customer order information processing section 9 generates an electronic order, which is a business request form, based on the order information requested by the customer via the telephone and the customer management information obtained from the first database management system. The electronic order is generated, and the electronic order is issued to a specific terminal requesting the processing of the electronic order based on the available operating capacity information obtained from the first database management system. The second database management system 5 is provided with service information adding means for adding the customer management information of the customer obtained from the specific second database management system 5 to the electronic order.

Hereinafter, the electronic order issuing system will be described in detail with reference to the flowchart shown in FIG. When a customer calls the call center, the operator operates the customer order information processing section 9 to display an electronic order creation window. The window is composed of a basic information screen for displaying basic items, a business information screen for displaying business request contents, a reference information screen for displaying reference information, a progress information screen for displaying the progress of the requested business, and the like. The basic information screen shown in FIG. 5 is displayed, a name, an address, and a telephone number are input, and the customer common information database 2 is accessed based on the input data to acquire and display the customer basic information.

Next, the business information screen shown in FIG. 3 is displayed and input is accepted. Here, a case is shown in which a request for repair is made by Hanako Osaka about the ignition failure of the gas appliance tacon, and the target appliance, the state, the site, and the content are respectively input as the appliance repair business information. When the input of the business information screen is completed, the terminal operating capacity information database 4 is accessed to access the service shop in the vicinity of the customer, and the service shop determined to have the remaining capacity based on the processable amount and the current processing amount. In order to designate (not shown in detail, another window is opened and displayed) as the specific terminal requesting the processing of the electronic order, the basic information screen shown in FIG. 5 is displayed and the store information is input. .

In this manner, the business order, the case number, the reception date and time, the reception shop, the receptionist, the store in charge, the scheduled visit date, the time, and the like are input as the case information to complete the electronic order as the business request form. The completed electronic order is registered in the progress information database 3 and transmitted to the specified specific end work result information database.

When it is confirmed that the business request has been transmitted by the second terminal management system 5 of the specified terminal, ie, the designated service shop, the unit availability information database 8 is accessed and the worker as the operating unit is accessed. Is checked, and a surplus worker is input to the electronic order as a specific operation unit, that is, a person in charge, and is updated, and the updated electronic order is transmitted to the mobile computer 11 owned by the worker. . Here, service information adding means (not shown) constituting a part of the second database management system 5 extracts service information on the customer included in the customer individual information database 6 and extracts the extracted latest service information. Is added to the special information area of the reference information screen or business information screen of the electronic order and transmitted. Here, the service information refers to customer information (store-specific information) required for business activities, such as collection information, customer family information, equipment sales history information, service history information, and the like. In this way, the person in charge can carry out effective sales activities with sufficient service information for the customer.

The worker reports to the service shop the status of work arrival and arrival at the customer via the mobile computer 11 at any time, and upon completion of the requesting work, as shown in FIG. The content is input to the information screen and transmitted to the business result information database 7 of the service shop. Then, the same data is transmitted to the first database management system 1, and the progress information database 3 is updated.

[Another Embodiment] Another embodiment will be described below. In the above-described embodiment, the customer order information processing unit 9 is arranged in the call center, and operates based on the order information requested by the customer via the telephone and the customer management information obtained from the first database management system. Generate an electronic order that is a request form, based on the operating capacity information obtained from the first database management system,
Although it has been described that the electronic order is issued to the specific terminal that requests the processing of the electronic order, the customer order information processing unit 9 as a client arranged in the call center simply receives the order information requested by the customer,
An electronic order, which is a business request, is generated based on the customer management information obtained from the first database management system and issued to the first database management system 1, and the electronic order is received. The first database management system 1 described above may be configured to issue the electronic order to a specific terminal requesting the processing of the electronic order based on the available capacity information. In this case, the client and the first database management system 1 constitute a customer order information processing unit.

In the above-mentioned embodiment, the service information adding means adds the extracted latest service information to the special information area of the reference information screen or the business information screen of the electronic order, and the mobile information possessed by the worker is provided. Computer 1
1, the service information adding means can be configured to extract the latest service information and transmit it by a transmission request from the mobile computer 11 immediately before visiting the customer.

In the above-mentioned embodiment, the service information adding means is constituted by hardware of a computer constituting the second database management system 5 and a part of a program operating on the hardware. is there.

[Brief description of the drawings]

FIG. 1 is a schematic configuration diagram of an electronic order issuing system.

FIG. 2 is a flowchart.

FIG. 3 is an explanatory diagram of a business reception screen.

FIG. 4 is an explanatory diagram of a business process result input screen.

FIG. 5 is an explanatory diagram of a case information and customer information screen.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 First database management system 2 Customer common information database 3 Progress information database 4 Terminal operating capacity information database 5 Second database management system 6 Customer individual information database 7 Business result information database 8 Unit operating capacity information database 9 Customer order information processing section

 ──────────────────────────────────────────────────続 き Continuing on the front page (72) Inventor Takeshi Takeshi 4-1-2 Hirano-cho, Chuo-ku, Osaka-shi, Osaka Inside Osaka Gas Co., Ltd. (72) Inventor Takashi Suzuki 4-chome, Hirano-cho, Chuo-ku, Osaka, Osaka 1-2-2 Inside Osaka Gas Co., Ltd. (72) Inventor Koji Okuda 4-1-2 Hirano-cho, Chuo-ku, Osaka-shi, Osaka F-term in Osaka Gas Co., Ltd. 5B049 AA01 AA02 BB11 CC05 EE05 GG04 GG07

Claims (4)

[Claims] 1. A first database management system centrally located at a headquarters and comprising a customer common information database storing customer management information based on common items, and a terminal operating capacity information database storing a plurality of terminal operating capacity information. A second database management system having a customer individual information database distributed at the end and storing customer management information based on individual items; order information from customers and customer management information obtained from the first database management system; A customer order information processing unit that issues an electronic order to a specific terminal that requests processing of the electronic order, based on the available capacity information obtained from the first database management system, Applicable customers obtained from the second database management system at the specific terminal And a service information adding means for adding the customer management information to the electronic order. 2. The second database management system according to claim 1,
A unit operating capacity information database storing terminal operating capacity information is provided, and the electronic order is such that a specific operating unit is determined based on the unit operating capacity information. 2. The electronic order issuing system according to claim 1, wherein the electronic order issuing system operates when an order is issued to the specific operating unit. 3. The electronic order issuing system according to claim 2, wherein the operation unit is a mobile information processing device. 4. The electronic order issuing system according to claim 1, wherein the customer management information based on the individual items stored in the customer individual information database is sales service information.