JP2002056298A - Server, and matter processing method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a matter processing system capable of more efficiently performing processing related to an ordering/order receiving matter by facilitating the management of a history in comparison with a conventional system when transmitting information between an orderer and an order recipient. SOLUTION: In this system, a user is provided with a dealer inquiry form 51 for transmitting information from the user through a network to a dealer, transmitted electronic mail is received by using the dealer inquiry form 51, replay mail is transmitted by defining the transmitter of the information as a recipient, the information exchanged with the same orderer is displayed as a list and a case top page 55 having respective fields for inputting and displaying progress information corresponding to the displayed information of the list is provided to the order recipient.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a server and a case management system suitable for use in performing processing relating to an outgoing / ordered case using a means for transmitting information between an orderer and a contractor via a network. About the method.

[0002]

2. Description of the Related Art Generally, in order to obtain a customized product or service, a purchaser first selects a store or an agency and plans the contents of the product or service with the store.・ Determine and order goods and services. Then, on the dealer side, the work necessary to deliver the goods and services based on the plan is performed, and when the work is completed or at a predetermined date after completion, the delivery of the goods and services is performed. Implementation takes place. Depending on the content of the product or service, it may be necessary to exchange information multiple times between the purchaser and the store in order to plan and determine (or design) the content of the product or service. In such a case, information has been exchanged by directly meeting a plurality of times or sending and receiving a letter, a telephone, a facsimile, an electronic mail, and the like.

[0003]

In the conventional information exchange as described above, even when information exchange is performed a plurality of times, the history of each information exchange is not automatically managed. Was. Therefore, in order to manage the history of information exchange as accurately as possible, complicated work is often required.

[0004] On the other hand, depending on the contents of custom-made products and services, the work after ordering may take a long time. In particular, in such a case, during the work after the order is placed, a plan change or correction, an additional order for an ordered product or service, and the like may occur. Therefore, for the merchandise side, for such products and services with a long working period, the work status should be communicated to the ordering party as appropriate, or some kind of advertisement for additional products or services that are considered suitable. It is desirable to communicate the information to the orderer. However, management of such information requires complicated work, and selection or creation of the above-mentioned certain type of advertising information often requires business experience.

The present invention has been made in consideration of the above circumstances,
When transmitting information between contractors, the history management is easier than before, and the selection and creation of information to be transmitted to the orderer is easier than before, so that processing related to received and ordered items can be done. It is an object of the present invention to provide a server and a case management method that can more efficiently perform the process.

[0006]

According to an aspect of the present invention, there is provided an information transmitting means for transmitting information from an orderer to a contractor via a network, and information transmitted by the information transmitting means. Receiving the information, transmitting the information with the sender of the information as a receiver, displaying a list of information transmitted and received with the same orderer, inputting text information in association with the displayed information, and Information transmitting / receiving means for displaying. The invention according to claim 2 is characterized in that the information transmission / reception means further includes a progress information display means for inputting and displaying a progress status regarding an order received with the orderer. The invention according to claim 3 is characterized in that the progress information display means displays a progress status on the same screen as displaying a list of transmitted and received information. According to a fourth aspect of the present invention, there is provided an access means for the orderer to approach the orderer, wherein at least one of the access means includes a means for transmitting information via a network, and a plurality of types of storage means are stored in advance. Attribute information input means for inputting attribute information on the orderer, progress information input means for inputting progress information on the order received, attribute information input by the attribute information input means,
Access means selecting means for selecting and displaying one or more access means from the plurality of access means stored in the storage means based on the progress information input by the progress information input means. And The invention according to claim 5 is characterized in that the approaching means includes a first information transmitting means for transmitting information via a network, and a second information transmitting means for transmitting information in a document. I do.

According to a sixth aspect of the present invention, there is provided an information transmitting means for transmitting information from an orderer to a contractor via a network, receiving the information transmitted by the information transmitting means, and associating the information with the sender of the information. Information transmitting and receiving means for creating a home page accessible after a predetermined authentication process, and transmitting information indicating an address of the home page and authentication information for accessing the home page to a sender of the received information. And characterized in that: The invention according to claim 7, wherein the created homepage has information transmission / reception list display means for transmitting / receiving information between the orderer and the orderer, and displaying a list of the transmitted / received information. It is characterized by. The invention according to claim 8 is characterized in that the created homepage is provided with image information display means for displaying image information on the case.

According to a ninth aspect of the present invention, there is provided a storage means for storing information in which a person in charge of each case is associated with a case currently being processed, and a case newly processed. It is characterized by including means for displaying a list of cases to be processed for each person in charge and a list of newly processed cases by searching for means. The invention according to claim 10 is
An information transmitting step of transmitting information from the ordering party to the order receiving party via the network; an information receiving and transmitting step of receiving the information transmitted in the information transmitting step and transmitting the information with the sender of the information as a receiver; And an information list display step of displaying information transmitted and received with the same orderer as a list, and inputting and displaying character information in association with the displayed information. The invention according to claim 11 is an attribute information inputting step of inputting attribute information relating to the orderer, a progress information inputting step of inputting progress information relating to the received order, an attribute information input in the attribute information inputting step, A plurality of types of access means for the orderer to approach the orderer based on the progress information input in the information input process, at least one of which includes means for transmitting information via a network. An access unit selecting step of selecting and displaying one or a plurality of access units from a plurality of access units stored in a storage unit stored in advance. According to an eleventh aspect of the present invention, there is provided an information transmitting step of transmitting information from an orderer to an order receiving party via a network, receiving the information transmitted in the information transmitting step, and performing predetermined authentication in association with the information transmitter. Creating an accessible homepage after processing, and having an information transmission / reception process of transmitting information indicating the address of the homepage and authentication information for accessing the homepage to a sender of the received information. It is characterized by.
According to the thirteenth aspect of the present invention, each case is searched using storage means for storing information in which a person in charge is associated with a case currently being processed and a case newly processed. A list of cases that are to be processed for each person in charge, based on the process and the search result of the storage means, and
Generating and displaying a list of newly processed cases.

[0009]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, the present invention will be described through embodiments of the present invention. However, the following embodiments do not limit the invention described in the claims, and all the combinations of the features described in the embodiments are necessary for the means for solving the invention. Not necessarily. Less than,
An embodiment of a case processing system according to the present invention will be described with reference to the drawings. In the case processing system according to the present embodiment, as an example, processing is performed for a case related to ordering / ordering of an automobile. However, applicable products are not limited to automobiles, and the present invention is applicable to general products manufactured by order. It is. In addition, the application target is not limited to a product, and can be applied to a service provided by order.

FIG. 1 is a system diagram showing the configuration of this system and the flow of information. In FIG. 1, the user terminal 1
Reference numeral 0 denotes a computer terminal having a communication device connectable to a server 30 in a network 20 including the Internet and a wired or wireless public network. The server 30 includes a dealer DB (database) for storing data relating to dealers, a customer information DB (database) 31 for storing data relating to a plurality of users, and a case management DB for storing data for managing the number of customers and each case. (Databases) and the like. The server 30 uses the information in the customer information DB 31 to provide a plurality of web pages 3 to be provided to the dealer and the user.
2, 32,... Are provided and provided via the network 20. The dealer terminal 40 is a computer terminal that can be connected to the server 30 in the network 20 like the user terminal 10. The server 30
Is, as described above, a group of DBs, and a user processing area configured by a function provided to the user terminal 10,
The configuration includes a dealer processing area configured by a function provided to the dealer terminal 40. In addition, the server 30 performs access control that restricts access from the user terminal 10 to the user processing area and restricts access from the dealer terminal 40 to the dealer processing area. Further, the DB group 31 may be managed as one integrated database in the server 30 or may be managed as individual databases.

The user terminal 10 accesses the server 30 by using a WWW browser to search for a dealer 11 selling vehicle-related information, and to search for a dealer that sells a desired vehicle. The dealer search information obtaining function 12 to be obtained, information on the user's e-mail address for the selected dealer, and other optional information such as name, address, and telephone number are input and transmitted as inquiry mail. A personal information input function 13, a dealer selection contact start function 14 for displaying the contents of a reply mail to the inquiry mail, selecting a dealer according to the user's judgment, and transmitting an e-mail notifying the start of contact, and a server 3
Each function 1 by the case processing system provided by 0
5 and a function 16 for obtaining negotiation preliminary knowledge information and the like for obtaining information on general preliminary knowledge regarding negotiations with a dealer. These functions operate in chronological order, and FIG. 1 shows a time axis from top to bottom. The processing area for the user described above is denoted by reference numeral 11.
14 to 16 and the functions provided by the user-side matter processing system 15. Also, the server 30
Performs access control for permitting the user terminal 10 to access the case processing system 15 on the user side after authentication, except for the provision of the functions 11 to 14, 16.

On the other hand, the dealer terminal 40 has a personal information input function 13, a dealer selection contact start function 14, and each function 15 of the case processing system on the user terminal 10 side.
A case processing system 41 including functions that function in combination with each other is realized using a WWW browser executed on a computer terminal of the dealer terminal 40. The case processing system 41 confirms the contents of the inquiry mail sent by the personal information input function 13 and confirms information such as the past order results and inquiry contents of the user stored in the customer information DB 31. In addition, a function 411 for determining one person in charge among a plurality of persons in charge of each dealer and sending a reply mail, and a dealer is selected by the dealer selection contact start function 14, When starting a specific order processing, a home page (communication page) as a hotline with the customer is created, the communication page is created, a URL (Uniform Resource Locator) of the page and the page are displayed. ID (authentication code) required for access
And a customer hotline "ON" function 412 for notifying a password by e-mail.

The communication page is stored in the server 30
This page is created / registered / managed within the system, so that only a specific user can access it, the user is required to enter authentication information at the time of access, and check the ID and password set for that user. Thus, whether access is permitted or not is determined. The information managed on the communication page created for each user is stored in the dealer terminal 4.
The information is also shared on the dealer charge page 32 that allows each person to view and write information on the 0 side. That is, the dealer page 32 is created as a one-to-one correspondence with the communication page accessed by the user terminal 10, and each dealer exchanges information with each user via the dealer page 32 at the dealer terminal 40. become.

The dealer terminal 40 further provides a proposal tool preparation function 413 for proposing information on various products to be provided to the user terminal 10 via the network 20 by using a predetermined proposal tool. An answer management function 414 for displaying and managing the answers of the
Proposal / inquiry reply / estimate submission function 415 for submitting a quote, for example, suggesting a vehicle type, specifications, optional parts, etc. to the user terminal 10, and a progress report / query response function 416
And a progress input function 417 for inputting and displaying the progress of each process in the order receiving process processed or managed using the functions 411 to 416. These functions are also used in time series from top to bottom in FIG. The above-described dealer processing area includes the functions provided by the user-side case processing system 41 described above. Further, the server 30 performs access control for permitting the dealer terminal 40 to access the case processing system 41 on the dealer side after the authentication.

On the other hand, on the user terminal 10 side, as a function 15 of the case processing system, a confirmation / consultation function 151 for confirming information on a communication page and performing another consultation using the communication page, and a communication page Work progress / quality check using request, work progress / quality check for requesting, request function 152,
Confirmation / inquiry function 1 in the planning process for confirming / inquiring in the planning process using the communication page
53.

In the system shown in FIG. 1, after the communication page is created, transmission and reception of information between the user and the person in charge of the dealer is mainly performed via the communication page and the corresponding dealer page 32. Will be. That is, the dealer terminal 40
Information about orders for products using various approach tools sent from the user side to the user terminal 10 side, information on reactions, requests, questions, consultations, etc., sent from the user terminal 10 side to the dealer terminal 40 side, and the user terminal 1
Information exchanged between the 0 side and the dealer terminal 40 while planning and deciding the vehicle type and specifications while exchanging information. Information transmitted and received in the work session in the preparation work stage is transmitted and received using the communication page and the corresponding dealer charge page 32. In addition, the process of the affiliated product sales shown in FIG.
In the process of selling products or services provided by an insurance company or a credit sales company with an automobile company or another parts maker or dealer with which the dealer is affiliated, each dealer's staff exchanged information with the user in each case. The determination is performed based on the result, that is, information obtained using the dealer page 32 and information exchanged using other telephones, facsimile machines, and the like.

Next, FIG. 2, FIG. 3 to FIG. 11 showing an example of the configuration of each page shown in FIG. 2, and FIG. 12 to FIG. 17 showing an example of the configuration of another page called from the page shown in FIG. The operation of the present system will be described with reference to FIG. Note that FIG.
Etc., each web page includes a customer information DB and a case management D
B, created based on information stored in a DB group 31 such as a dealer DB. FIG. 2 is a block diagram showing a configuration of a WEB page provided from the server 30 to the user terminal 10 or the dealer terminal 40 to realize each function of the case processing systems 15 and 41 shown in FIG. It is. In Figure 2, page (or form)
Reference numeral 51 is for realizing the personal information input function 13 shown in FIG. 1. For example, a "dealer inquiry form" called on a page accessible from an information providing site for providing information on a plurality of dealers to the user side. ". Here, the user inputs the address information of the e-mail possessed by the user and information such as name, address, telephone number, facsimile number, etc. on the form, and clicks a predetermined transmission instruction button. Is sent as an inquiry mail.

A page 52 is a top page of a case processing system person in charge corresponding to a part of the dealer charge page 32 of FIG. 1, and is provided for each dealer and each person in charge. Is accessible after inputting an ID and a password via the. Page 52
FIG. 3 shows a specific example of the configuration. The top page 52 of the person in charge of the case processing system shown in FIG. 3 has a display column 52a for displaying the number of received new inquiry mails and a display column for displaying link information to a page for displaying the sales performance of each person in charge. 52b, a case list field 52c for displaying a list of cases relating to inquiries and formal orders, a view of written contents using an electronic bulletin board function for exchanging information among a plurality of employees in the dealer, and writing of information. A writing column 52d for performing an HP (homepage) bulletin board is provided. In the case list field 52c, a new case list 521c that displays a list of new cases (cases for which an inquiry email has been received) for which a responsible person has not yet been determined, and a person in charge of the page (in this case, “Jiro Segawa”) List of assigned cases 522c displaying a list of cases being handled, and a dealer (in this case, "A dealer")
A case list 523c of another person in charge displaying a list of cases in charge of other persons in charge is displayed. Then, by selecting (clicking) an arbitrary matter, a page corresponding to the selected individual matter is called. A page 55 in FIG. 2 is a case top page corresponding to the individual case called from the page 52. The case management DB stores information in which a person in charge of each case is associated with a case currently being processed, and information on a case newly processed. The case list (522c, 523c) processed by each user and the new case list (521c) processed newly use the search result of the information stored in the case management DB by the case processing system 41. It is displayed by performing display processing.

In this embodiment, the first person to respond to the inquiry mail is set as the first person in charge. That is, a case to be in charge is selected from the new case list on the case processing system person in charge top page 52, and a case top page 55 is opened, in which the person who sent the message first is determined as the first person in charge of the case. Is done.

In this embodiment, as shown in FIG. 2, a page corresponding to the case processing system manager top page 52 and accessible only by the manager of the dealer is the case processing system manager top page. It is provided as a page 54. The case processing system manager top page 54 is a page that can be accessed only by a user registered as a manager in advance, and can be accessed by inputting an ID and password registered as a manager on a login page 53. Become. As shown in FIG.
In the case processing system manager top page 54, in addition to the information accessible on the case processing system manager top page 52, a ranking information call item that can be browsed only by the administrator (not shown) is added in the ranking display field 54b. In addition, a case list for each person in charge is displayed as the case list 54c, and a call column for each page (function) accessible only by the administrator is provided as the control panel 54e. It should be noted that a case list that is to be processed by each person in charge and a case list 5 that includes a case list that is newly processed
4c is a search result of the newly processed case stored in the case management DB by the case processing system 41 and the information in which the person in charge of each case is associated with the currently processed case. It is displayed by the used display processing. In the present embodiment, from the control panel 54e,
"Management HP (homepage) initial setting change", "own shop H
A page for using each function of “P update / correction”, “own store access log”, “slogan input”, and “new staff page creation” can be called.

The "change management HP initial setting" function among the above functions is described in page 71 shown in FIG.
This function is used to change (edit) the attributes of each matter, and create or delete a new account for the person in charge. For example, when the “Edit” button next to the person in charge “Jiro Segawa” is clicked on the page 71, a case attribute change page 72 as shown in FIG. 13 is called, and the change of the person in charge and the list of cases (case list) 52c, 54c), and deletion from the case management DB. The case management DB is a database integrated with the customer information DB of FIG. 1 or separately managed in the server 30. The “own store HP update / correction” function is a function for updating / correcting display items on the above-described PR site page in the page 73 shown in FIG. On page 73. After inputting the update / correction items such as the store name, store manager name, telephone number, etc., by pressing the "confirm" button, FIG.
As shown in (5), the own store HP page content confirmation page 74 indicating the display contents of the own store HP after correction is displayed. here,
When the "update" button is clicked, the display contents of the own store HP are actually updated, and the updated own store HP update page 76 is displayed. This updated content is reflected in the stored content of the dealer DB 75. The “own store access log” function calls the own store HP access log page 77 shown in FIG.
8. The case-specific access log 79 and the customer attribute-specific access log 80 can be browsed. In this case, own shop H
The P access log page 77 displays the total access page view of the dealer's own HP in the whole country, the total access page view of each dealer in the area, the own store's HP access page view, and the national ranking. Has become. The “slogan input” function is to input a slogan on a slogan input page 81 as shown in FIG.
For example, the slogan for this month is displayed in a display field 54f of the slogan of this month on the case processing system top page 54 of FIG.

On the other hand, the case top page 52 shown in FIG.
As shown in FIG. 5, a "turn on hotline" button 55a for creating communication corresponding to the case, a message list field 55b for displaying a list of e-mails transmitted and received regarding the case, A message content field 55c for displaying the content of the message selected in the message list field 55b, a progress input field 55d for inputting and displaying a progress corresponding to each message;
A transmission message input form 55e, a progress gauge 55f for selectively inputting and displaying the progress of the process related to the case in a gauge form using a plurality of radio buttons, and a photograph (digital photograph) taken in each work process for the case. An album update button 55g for calling a page 57 (FIG. 2) for inputting an image, and an attribute for calling an attribute data confirmation / update / input page 56 (FIG. 2) for inputting / displaying information on customers obtained through business activities. Check data
An update / input button 55h and a recommended approach tool column 55i are provided for the system to select and display a tool suitable for increasing the order amount by transmitting additional information such as optional parts to the customer. I have.

"Turn on hotline" button 55
a is a configuration for realizing the customer hotline “ON” function 412 in FIG. 1. By clicking this button 55a, as shown in FIG. A name 60 is created in the server 30, the URL of the hotline page 60, and an ID and a password (P as authentication information for accessing the hotline page 60).
W) is transmitted to the user terminal 10 by e-mail.
At this time, the address input on page 51 is used as the destination address of the e-mail. Message list field 5
5b includes an inquiry mail (received mail) input using the page 51, an e-mail (received mail) transmitted from the user using the e-mail address of the customer (user terminal 10), and an automatically created mail. Of the e-mail (received e-mail) sent using the hotline page 60 and the e-mail (sent e-mail) sent directly to the user or to the hotline page 60 using the matter top page 55 The transmission / reception date and time and the title field are displayed as a list.

The progress input column 55d is a message list column 5
5b is for inputting / displaying arbitrary character information in association with each message. For example, when a ▲ mark is clicked in the progress input column 55d of FIG. 5, FIG. Is displayed. In the progress message input form 58, when a message has already been input, the input content is displayed. When a new input is made, character information is input and "O
Click the "K" button to change the input contents to Item management D
B, and the case top page 55 (FIG. 5) is displayed again. When there is a new input, the beginning of the input content is displayed in the progress input field 55d. The progress input field 55d displays the date and time of transmission and reception of each e-mail,
It is also necessary to note down the actions taken during each order receiving process, to note the details of information exchange other than emails, etc., in correspondence with the nearby email sending and receiving days, and to use it as a daily report Can be used to write items.

In the transmission message input form 55e, by inputting the message and pressing the "send" button, for example, the "turn on hotline" button 55
Before pressing a, a message is transmitted to the customer's e-mail address, and after pressing the button 55a, a message is transmitted to the hotline page 60. In the progress gauge 55f, the process to be performed in advance for the vehicle order processing is divided into a plurality of stages, and character information ("..." in FIG. 5) indicating each stage and radio buttons ("O" or "O" with "O") are displayed. )) Are listed in a time series gauge. In the progress gauge 55f, the progress stage is set when each staff member selects the radio button of the current progress stage.

As shown in FIG. 7, an album update page 57 called when the album update button 55g is pressed displays a list of already registered photos 57a, 57a,.
By pressing b, the image data is read from, for example, a digital still camera connected to the terminal of the dealer terminal 40 or its removable storage medium, and the read image data is registered in the case management DB. Confirm / update attribute data
As shown in FIG. 6, the attribute data confirmation / update / input page 59 called by pressing the input button 55h includes a plurality of input question items ("...") And corresponding answer fields 56a,
A page provided with 56a, ..., for example, information such as gender, age, and family structure is input in a form selected from a list or as text information. The information input here is registered in the case management DB.

In the approach tool column 55i, as shown in FIG. 5, one or a plurality of approach methods deemed appropriate in each process automatically selected by the system are displayed in a list. Listed approach methods are server 3
0, a progress stage set in the progress gauge 55f from a plurality of types of approach methods stored in advance,
The selection and determination are made based on the contents of the attribute data input using the page 56. In this example, a homepage that displays information to be transmitted is created, and the URL of the page is transmitted to the user by e-mail, such as a “Web flyer system” or HTML (Hypertext Markup Language).
e) Create and send e-mail including image information in the form of “HTML flyer”, send information by letter “mail DM (direct mail)”, and list examples of appropriate e-mail text "E-mail correspondence example collection" shown
Is displayed as an appropriate tool. For example, "WE
When the item of "B flyer system" is selected, a creation item of "navigation system proposal" is displayed as shown on page 61 in FIG. 11, and when a "create" button is selected here, a web flyer creation Is called up. In addition, one or more standard layouts for the WEB flyer are stored in advance in a database (not shown) as a template for creating the WEB flyer. Further, the database also stores a display material group such as a store name, a map, and an image to be added to the WEB flyer. A person in charge of operating the dealer terminal 40 can select a standard layout, select a display material from a display material group, paste on a page, and the like on the tool creation page 62, and thereby, on the screen. A web flyer is created and saved in a predetermined file format. The created WEB flyer file is transmitted to the customer by e-mail attached to the file or by e-mail describing the URL of the homepage where the WEB flyer is downloaded. Information is transmitted. Note that HTML created in HTML format
After creating and registering the L flyer as well as the WEB flyer,
By transmitting the URL to the customer as an e-mail, information is transmitted by this tool.

On the other hand, in FIG. 2, when the user terminal 10 accesses the automatically created hot line page (communication page) 60, when the user accesses the notified URL, a login page 59 (see FIG. 9) is displayed. Here, by inputting a valid ID and a password assigned to the page, it becomes possible to access the hotline page 60. The hotline page 60 includes an album display column (FIG. 10) for displaying the photos registered in the album on the case top page 55.
Of the message selected in the message list field (message list field 60b in FIG. 10), a message list field displaying a list of e-mails transmitted and received between the album display field 60a) and the case top page 55. A message content field (message content field 60c in FIG. 10) for displaying the attached image information (attached image 60e in FIG. 10), and a message input / transmission field 60 for the transmission message to the case top page 55
d, a button 60f for displaying a list of enlarged images of the images displayed in the album list field 60a, and a plurality of image information pasted on a page on the dealer terminal 40 side (drawing 60g in FIG. 10, computer graphics 60
h) is displayed.

As described above, according to the present embodiment, predetermined information is shared with the person in charge top page 52 and the case top page 55 to be browsed and written on the dealer side, and with the case top page 55. The information transmitted and received between the user (orderer) and the dealer (contractor) can be managed in a list on a predetermined homepage by using the hotline page 60 which is browsed and written on the user side. In addition, the history management of information transmitted and received can be made easier than before. Also, by inputting the progress information and the attribute information about the customer, the tool to approach the customer that is considered appropriate in each process is automatically proposed based on the information. The selection and creation of information to be transmitted can be made easier than before.

Further, a program for realizing a part or all of the functions of the server 30 in FIG. 1 is recorded on a computer-readable recording medium, and the program recorded on the recording medium is read by a computer system. The matter management may be performed by executing.
Here, the “computer system” is an OS
And hardware such as peripheral devices.

Here, the “computer system” is W
If a WW system is used, a homepage providing environment (or display environment) is also included. The “computer-readable recording medium” refers to a floppy (registered trademark) disk, a magneto-optical disk, an RO
M, a portable medium such as a CD-ROM, and a storage device such as a hard disk built in a computer system. Further, the “computer-readable recording medium” refers to a volatile memory (RAM) inside a computer system that becomes a server or a client when a program is transmitted through a network such as the Internet or a communication line such as a telephone line. And those holding programs for a certain period of time. Further, the above program may be transmitted from a computer system storing the program in a storage device or the like to another computer system via a transmission medium or by a transmission wave in the transmission medium. Here, the "transmission medium" for transmitting a program refers to a medium having a function of transmitting information, such as a network (communication network) such as the Internet or a communication line (communication line) such as a telephone line. Further, the program may be for realizing a part of the functions described above. Furthermore, what can implement | achieve the function mentioned above in combination with the program already recorded on the computer system, and what is called a difference file (difference program) may be sufficient.

The embodiments of the present invention are not limited to those described above, and can be appropriately changed. For example, each database may be divided and provided on a plurality of servers, or a new tool may be added that allows information that can be viewed on a homepage used in the case processing system to be downloaded to a local storage device of each terminal. It is possible to do.

Also, the progress gauge 55f shown in FIG. 5 has been described as being set by the person in charge. However, the present invention is not limited to this. The case processing system 41 is provided with a function of interpreting the meaning of e-mails and messages exchanged between the person in charge and the customer, and automatically sets the progress gauge according to the result of the meaning interpretation. 55f may be updated.

The function provided by the user processing area and the function provided by the dealer processing area shown in FIG. 1 have been described as being provided by one server 30. However, the present invention is not limited to this, and the functions provided by the processing area for the user and the functions provided by the processing area for the dealer are realized by a plurality of servers. It may be provided.

[0035]

As described above, according to the server and the case management method of the present invention, the following effects can be obtained.

According to the first and tenth aspects of the present invention, a list of information transmitted and received with the same orderer is displayed. As a result, the responses between the orderer and the contractor are managed for each case, and all the responses remain as records. Therefore, the contents of the response can be easily confirmed, and troubles between the orderer and the contractor can be prevented. In addition, input and display of character information are performed in association with the information displayed in the list. Therefore, a comment can be easily left for each response. The “orderer” includes not only a person who has actually placed an order with the orderer but also a person who has contacted the orderer.

According to the second aspect of the present invention, the input and display of the progress of the order with the orderer are performed. As a result, the progress of each case can be confirmed in chronological order.

According to the third aspect of the present invention, the above-mentioned progress is displayed on the same screen as a screen displaying a list of transmitted and received information. As a result, the progress can be checked at a glance in association with each case.

According to the invention set forth in claim 4 or claim 11, access means for the orderer to approach the orderer, at least one of which includes means for transmitting information via a network. A plurality of types are stored in advance, and one or a plurality of access means are selected and displayed based on the attribute information and the progress information. Thereby, the contractor can select the optimal approach for each case based on the attribute information and the progress information for each contractor without relying on the experience of the contractor, and using the selected approach. Promotion of sales promotion activities.

According to the fifth aspect of the present invention, the access means includes the first information transmitting means for transmitting information via the network and the second information transmitting means for transmitting information in a document. . As a result, the contractor can transmit information to the orderer through a plurality of routes such as a network and mailing, and can approach the contractor using an optimal approach for each case.

According to the sixth and twelfth aspects of the present invention, a home page which can be accessed after a predetermined authentication process in association with a sender of information transmitted from an orderer to an order receiver via a network. And sends the homepage address and access authentication information to the sender of the received information. As a result, an environment can be provided in which the orderer and the contractor can easily obtain information on the case on a homepage specialized for each case.
In addition, since the orderer can access the homepage specialized for each case after authentication, it can prevent leakage of information to other companies and can easily identify the target case by authentication on the server. become.

According to the seventh aspect of the invention, the created home page transmits and receives information between the orderer and the contractor, and displays a list of the transmitted and received information. As a result, the orderer and the contractor can easily exchange information on the homepage specialized for each case.

According to the eighth aspect of the present invention, it is possible to add and display image information relating to the case on the created homepage. Since the related images can be added and displayed in association with the case, the information related to the case can be visualized, and the added value of the home page specialized for each case can be increased.

According to the ninth and thirteenth aspects of the present invention, information in which the person in charge of each case is associated with the case currently being processed and the case newly processed Is stored in the storage unit, and by searching this storage unit, a list of cases to be processed and a list of cases newly processed are displayed for each person in charge. As a result, on the contractor side,
You can easily check the work load of each person in charge. Further, on the order receiving side, it is possible to determine a person in charge of a case that is newly dealt with according to the load of the person in charge.

[Brief description of the drawings]

FIG. 1 is a system diagram showing a configuration and an information flow of an embodiment of a case processing system of the present invention.

FIG. 2 is a block diagram for explaining the operation of the case processing system of FIG. 1;

FIG. 3 is a diagram showing a configuration example of a case processing system person in charge top page 52 of FIG. 2;

FIG. 4 is a diagram showing a configuration example of a case processing system administrator top page 54 of FIG. 2;

FIG. 5 is a case processing system case top page 5 of FIG. 2;
The figure which shows the example of a structure of FIG.

FIG. 6 is a view showing a configuration example of an attribute data confirmation update input page 56 of FIG. 2;

FIG. 7 is a diagram showing a configuration example of an album update page 57 of FIG. 2;

FIG. 8 is a view showing a configuration example of a progress message input form 58 of FIG. 2;

FIG. 9 is a view showing a configuration example of a login page 59 in FIG. 2;

FIG. 10 is a view showing a configuration example of a hotline page 60 in FIG. 2;

FIG. 11 is a view showing a configuration example of an approach tool selection page 61 and a tool utilization page 62 of FIG. 2;

FIG. 12 is a view showing a configuration example of a management HP initial setting change page 71 according to the embodiment.

FIG. 13 is a view showing a configuration example of a case attribute change page 72 according to the embodiment.

FIG. 14 is an own store HP update / correction page 7 of the present embodiment.
FIG. 3 is a diagram showing a configuration example of FIG.

FIG. 15 is a view for explaining a function based on the own-store HP update / correction page 73 in FIG. 14;

FIG. 16 is an exemplary view for explaining a self-store HP access log function according to the embodiment;

FIG. 17 is a view for explaining a slogan input function of the embodiment.

[Explanation of symbols]

 10: User terminal (computer terminal) 15: Case processing system 20: Network 30: Server 40: Dealer terminal (computer terminal) 41: Case processing system

Claims (13)

[Claims] 1. An information transmitting means for transmitting information from an orderer to a contractor via a network, receiving information transmitted by the information transmitting means, and transmitting the information with a sender of the information as a receiver. , A list of information sent and received with the same orderer, and
A server comprising: an information transmitting / receiving unit that inputs and displays character information in association with information displayed in a list. 2. The server according to claim 1, wherein said information transmission / reception means further comprises a progress information display means for inputting and displaying a progress status of an order received with said orderer. 3. The server according to claim 2, wherein said progress information display means displays the progress status on the same screen as displaying a list of transmitted / received information. 4. Access means for the orderer to approach the orderer, at least one of which includes a plurality of types of storage means including means for transmitting information via a network, and an orderer. Information input means for inputting attribute information relating to the order information, progress information input means for inputting progress information relating to the received order, attribute information input by the attribute information input means, and progress information input by the progress information input means. An access means selecting means for selecting and displaying one or a plurality of access means from the plurality of access means stored in the storage means based on the information stored in the storage means. 5. The information processing apparatus according to claim 1, wherein the access means includes a first information transmitting means for transmitting information via a network, and a second information transmitting means for transmitting information in a document. 4. The server according to 4. 6. An information transmitting means for transmitting information from an orderer to a contractor via a network, receiving the information transmitted by the information transmitting means, and performing a predetermined authentication process in association with a sender of the information. Information transmitting / receiving means for creating an accessible homepage after passing through, and transmitting information indicating an address of the homepage and authentication information for accessing the homepage to a sender of the received information. Server. 7. The created homepage transmits and receives information between the orderer and the orderer,
7. The server according to claim 6, further comprising information transmission / reception list display means for displaying a list of transmitted / received information. 8. The server according to claim 6, wherein the created homepage is provided with image information display means for displaying image information on the case. 9. A storage unit for storing information in which a person in charge of each case is associated with a case currently being processed, and a case newly processed, and searching the storage unit. And a means for displaying a list of cases to be processed for each person in charge and a list of newly processed cases. 10. An information transmitting step of transmitting information from an orderer to a contractor via a network, information receiving the information transmitted in the information transmitting step, and transmitting information with a sender of the information as a receiver. A case characterized by having a receiving and transmitting process and an information list displaying process of displaying information transmitted and received with the same orderer in a list, and inputting and displaying character information in association with the displayed information. Processing method. 11. An attribute information inputting step of inputting attribute information relating to an orderer, a progress information inputting step of inputting progress information relating to the received order, an attribute information input in the attribute information inputting step, and a progress information inputting step. Based on the progress information input in step 2, a plurality of types of access means for the orderer to approach the orderer, at least one of which includes means for transmitting information via a network, are stored in advance. An access means selecting step of selecting and displaying one or more access means from a plurality of access means stored in the storage means. 12. An information transmitting step of transmitting information from an orderer to a contractor via a network, receiving the information transmitted in the information transmitting step, and performing a predetermined authentication process in association with the information transmitter. Creating an accessible homepage later, and transmitting and receiving information indicating an address of the homepage and authentication information for accessing the homepage to a sender of the received information. Item processing method to be performed. 13. Searching for each case using storage means for storing information in which a person in charge of each case is associated with a case currently being processed and a case newly processed. And a step of generating and displaying a list of cases to be processed for each person in charge and a list of newly processed cases from the search results of the storage means. Item processing method characterized by the following.