JP2002189849A - Information originating system and information originating method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an information originating system capable of suitably extracting inquiry information from a customer, and sending necessary information to the necessary person in charge to be efficiently used in a business talk and other business. SOLUTION: Inquiry information from customers received by the consulting windows 1 in the whole country is collected and stored in a customer management data base 5. An information originating system 4 holds a data base where the customers, areas and persons in charge (business department) are related to one another, and a data base where the commodity and the commodity business department and a production factory are related to one another. The inquiry information is read out from the customer management data base to recognize the customers who make an inquiry or the commodity to be inquired, and the related departments in charge (business department, commodity business part and production factory) are detected from the data base. A mail address of the person in charge is stored in the data base, so that the detected inquiry information is sent to the detected person in charge by E-mail.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an information transmission system and an information transmission method.
It relates to the transmission of inquiry information received from a customer to a relevant person in charge.

[0002]

BACKGROUND OF THE INVENTION Many manufacturers have set up customer service centers, customer consultation desks, and the like, and provide systems for responding to technical and product consultations from customers who have purchased products. This customer service center provides telephone, fax, E-
Inquiries from customers are answered using various media such as Mail.

[0003] Inquiries include a wide variety of inquiries about product specifications and usage, inquiries about failures and other troubles, and complaints about products. In any case, it is preferable to respond to the inquiring customer in real time.

[0004] Therefore, a database is created in which information about customers, such as company names, names, and telephone numbers, is registered. When a telephone call is received, the database is accessed, and information on the customer who made the call is retrieved and quickly retrieved. Enables display on the screen. In addition, the history of consultations such as “when”, “what kind of consultation”, “what kind of answer” was stored in this database, and by displaying it, A system is conceivable in which, even when another consultant receives a series of inquiries about a product, the contents of the previous consultation and the contents of the answer are displayed in a list so that the answer at that time can be referred to.

[0005] As described above, since the purpose of the customer service center is to provide a quick and accurate answer to an inquiry from a customer, it is necessary to develop an IT system necessary to achieve the above-mentioned object. Is the direction of the creation of normal technical ideas.

[0006] By the way, when the inquiry sent to the customer consultation counter (consultation counter) is examined again, for example,
"Request for catalog delivery", "Request for product type selection", "Claim for product, etc.", "Technical consultation on operation / programming method", "Price / delivery / sales shop inquiry", "Product failure / repair" Is the main one,
Many of these inquiries lead to business negotiations.

On the other hand, when the number of inquiries per day increases,
Necessary information is buried in a lot of unnecessary information, and cannot be efficiently developed into negotiations. Further, information that is useful to one person may not be useful to another person.

According to the present invention, an information transmission system and an information transmission system capable of appropriately extracting inquiry information from a customer, transmitting necessary information to a required person in charge, and efficiently using the negotiation and other business. The aim is to provide a method.

[0009]

According to the present invention, there is provided an information transmitting method, comprising: storage means for storing inquiry information from a customer; a database in which a customer or a region is associated with a person in charge; This is an information transmission method in a system including a transmission destination information storage unit for storing the information. Calling the inquiry information stored in the storage means, accessing the database based on customer information or regional information in the inquiry information, and associating the inquiry information with the person in charge based on the customer; Creating a data for transmitting the inquiry information associated with the person in charge and transmitting the created data to a destination of the person in charge.

[0010] In the information transmission system according to the present invention, storage means for storing inquiry information from a customer;
A customer database that associates a customer with a charge, a regional database that associates a region with a charge, destination information storage means for storing information for specifying the destination of the charge, and the inquiry information stored in the storage means. Calling and accessing the customer database and the regional database to create means for associating the inquiry information with the person in charge based on the customer or region, and to create data for transmitting the inquiry information associated with the person in charge And a transmitting unit for transmitting the data generated by the generating unit to the destination in charge.

Here, the "storage means" corresponds to the customer management database 5 in the embodiment. In the embodiment, the “customer database” corresponds to the customer sales database (particularly, customer master) 15 and the special sales database (particularly, actual customer master) 16. The “region database” corresponds to the area sales database (particularly the area charge master) 17 in the embodiment. Further, in the embodiment, the “destination information storage means” is provided for each transmission master 15.
b. 16b and 17b. Each database and the destination information storage means may be configured as separate members or may be integrated. Further, the transmission information storage means may be set separately for each database as in the embodiment, or may be formed collectively. Also, "in charge"
For example, there may be a person like a person in charge, or a department like a department in charge. In either case, there may be a single or a plurality.

Normally, the inquiry information from the customer who is sent to various consultation counters (names are not limited to these, but respond to various consultations, complaints, inquiries, etc. from the customer) is answered at the consultation counter. Even if the content of the response is recorded, it is merely stored in the consultation counter, and the inquiry information is not transmitted to another department. In the present invention, inquiry information from a customer is classified according to charge and transmitted by e-mail. Since some of the inquiry information is linked to sales and business negotiations, each person in charge can confirm the received e-mail and take effective sales strategies. For customers,
It is convenient because the company (person in charge) will follow you in a timely manner when in trouble.

Further, when a customer and a person in charge are associated with each other, the association is registered in the customer database in advance, so that when there is an inquiry from the customer,
You can send an e-mail to the registered person in charge. However, it is very difficult and impractical to associate every customer with a person in charge. For this reason, we also prepare regional contacts, and even for customers who are not registered in the customer database, by assigning them to predetermined contacts according to their location, even for first-time users and customers who do not have much transactions The quick and useful response described above can be taken.

Further, the information transmitting method of the present invention is based on the premise of the above-mentioned transmitting method, and includes a product destination information storage means for specifying a destination in charge related to the product, which is stored in the storage means. Calling the inquiry information, accessing the product transmission destination information storage means, and creating merchandise data for transmitting the inquiry information to a charge related to the product to be queried, A step of transmitting the product data created in the step to the destination in charge may be executed. Note that such a function may be installed independently of the assignment to the person in charge based on the customer.

Similarly, in the information transmission system of the present invention,
Assuming the configuration of the system described above, furthermore, a product destination information storage means for specifying a destination in charge related to the product, and calling the inquiry information stored in the storage means, and storing the product destination information storage Means for accessing the means, and for the person in charge associated with the inquiry information based on the product, a product creation means for creating product data for transmitting the inquiry information. The product data may be transmitted as mail to the person in charge. In addition,
Such a function may be installed separately from the assignment to the person in charge based on the customer.

Here, in the embodiment, the person in charge of the product corresponds to the product division or the production factory. In the embodiment, two types of charge are prepared, but the present invention is not limited to this, and one charge may be used. Further, the product destination information storage means corresponds to a product-specific transmission master or a factory-specific transmission master in the embodiment.

Since the inquiry information often includes inquiries about the product, the person in charge of the inquired product, for example, a person who plans or develops a product, a department,
Inquiry information is appropriately transmitted to production factories. Therefore, since the voice from the customer is directly transmitted, appropriate processing such as improvement / improvement can be quickly performed.

In the embodiment, the CSV file, which is "data for transmitting inquiry information", is directly transmitted to each person in charge by using an e-mail (E-Mail). The present invention is not limited to this, and includes a case where the inquiry information is transmitted so as to reach the associated person indirectly.

That is, for example, the inquiry information is stored in a folder or a file on a server common to the departments in charge of the related section. Then, information relating to the location of the folder or file is transmitted to the relevant person in charge, and the person in charge may confirm the location and view the contents of the folder or file using the OS of his / her personal computer. Also, it is pasted on the WWW (in-house WWW), and the responsible person is notified (transmitted) of the address of the WWW. Then, the person in charge can confirm the received address and view the information via the WWW. Further, the information may be shown to a person in charge using an electronic bulletin board system. In this case, what is notified to the person in charge is link information for viewing the bulletin board via the network. In short, it is only necessary that the inquiry information can be transmitted to the person in charge, and the route is arbitrary. The direct route and the indirect route are, of course, not limited to those listed above.

The above-described components of the present invention can be combined as much as possible. Each means constituting the information transmission system according to the present invention can be realized by a dedicated hardware circuit, or can be realized by a programmed computer. The information transmission method according to the present invention can be realized by software (program) for operating a computer or by a dedicated hardware circuit.

[0021]

FIG. 1 shows an example of an entire system to which the present invention is applied. As shown in the figure, consultation desks 1 installed in various parts of Japan are provided with a customer management database 2 for storing and holding inquiry information such as consultation contents received from customers by telephone or the like and their answers. I have.

The inquiry information stored in the customer management database 2 is sent to the information transmission system 4 using the communication line 3 and is centrally managed in the customer management database 5. Data is transmitted in batches at night for one day.

The information transmission system 4 analyzes the inquiry information collected from all over the country and distributes it to each required transmission destination. Then, the distributed inquiry information is transmitted by E-Mail via the network 6. The transmission destination is each sales department 7, each merchandise division 8, or each production factory 9. The transmission by this E-Mail can be performed, for example, every day.

In this way, the contents of the inquiry are distributed to the corresponding department on the next day. Even if the number of cases collected in the customer management database 5 is very large, the distribution destination is allocated to each inquiry information, so that the number of cases sent to each person in charge is not so large, and furthermore, there is no relation to the person in charge. Since only the information having the information is transmitted, the information can be efficiently collected.

That is, for example, if the inquiry information is "inquiry of price / delivery date / store", the person in charge of the sales department will actively wait for the customer to contact the store or the like. By contacting customers who have been inquired, sales opportunities are improved. Further, in the case of "failure / repair of a product", a sales person who has a great deal of knowledge about the product in question and the related product can provide information optimal for the customer including replacement.

In the case of a "complaint about a product or the like", the sales department can follow up with the customer who has made the complaint to prevent the purchase of another company's product. Get the opportunity to be prevented. Further, the commodities division 8 can detect complaints early, and can take the initiative in improving the commodities.
It is also helpful in determining the direction of development. It is useful for each production factory 9 to examine whether there is a problem in manufacturing. Further, by directly hearing the voice of the user, it can be reflected in product development and the like.

Next, each part will be described. First, a consultation window 1 for acquiring inquiry information, which is a premise of the present invention, will be described. As shown in FIG. 2, the counselor M receives various inquiries, complaints, and the like received from customers by telephone, facsimile, the Internet, or the like, and replies. At this time, the terminal 1a is operated to register the inquiry information in the customer management database 2.

That is, most inquiries are made by telephone, and there are not many cases in which information other than the company name, name, and telephone number can be heard. Therefore, for example, as in a sales customer database, the customer database is linked to accurate customer data constructed based on the results of actual contact with the customer, or the customer data is used to create a customer database for this system. create. The customer database can be searched using the company name, name, and telephone number as keys.

Then, when the counselor M accepts the telephone call and asks for the company name, name, telephone number and the like of the partner, he operates the terminal 1a and inputs it to search the customer database. If there is such data, an input screen as shown in FIG. 3 is displayed on the monitor of the terminal 1a. That is, the information stored in the customer database is displayed in a state incorporated in the corresponding run. Also, since the date of the inquiry and the consultant M are known, the information is automatically displayed. The other party can be confirmed while looking at the displayed input screen.

Next, when an inquiry is received, the content is registered in the inquiry content column. If a response has been made, the content is registered in the response content column. Further, in order to enhance the convenience in the subsequent search and use of information, the contents of the inquiry and various flags for specifying the answer type are checked. That is, for example, when troubleshooting is performed, either trouble (initial) or trouble (after operation) is checked, and in the case of a complaint, what kind of complaint is checked. If a product type is proposed as an answer, "product / format proposal" is checked. Thereby, for example, data as shown in FIG. 4 is input. If you could not answer immediately, enter the contents of the inquiry, close the screen once,
After that, when answering, the answer content is registered. Then, the consultant who received the inquiry is registered in the "Receive" column, and the person in charge who responded is registered in the "Process" column. Various information (inquiry information) obtained when responding based on one inquiry as shown in FIG. 4 is stored in the customer management database 2 one by one.

Then, the inquiry information registered in the customer management database 2 of each consultation desk 1 is collected in the customer management database 5 of the present system. Therefore, in the customer management database 5, the inquiry information is managed one by one. Therefore, in the present system, a necessary transmission destination (person in charge, etc.) is specified for each piece of inquiry information, and the inquiry information is compiled for each transmission destination. In this embodiment, as shown in FIG. 5, a file for each transmission destination is created in a CSV format in which one inquiry information is represented by one line. Then, E-
The file in the CSV format is transmitted as an attached file of Mail. FIG. 6 shows an example of specific data stored as inquiry information.

Next, the inquiry information stored in the customer management database 5 described above is sent to the necessary transmission destination by E-Mai.
A description will be given of the present system that automatically performs transmission up to 1. First, before describing the specific contents of the system, the type of the sales department will be described.

In the present embodiment, the sales department 7 determines three types of “customer sales”, “special contract sales”, and “area sales” according to sales measures.
It takes two forms. Relationships with customers are determined for each form, and by assigning to customers who have made inquiries according to each business form, collected and transmitted inquiry information is used meaningfully. ing.

The “customer sales” is in charge of a major specific customer, and the mission is to increase sales to the customer in charge. In-house personnel and customers respond uniquely. The number of persons in the company may be one, or a plurality of persons in charge, that is, a group may be in charge. Inquiry information from a specific customer is reported to the person in charge of the specific customer by e-mail. However, when one customer is assigned to a plurality of persons, the call may be sent to all the persons belonging to the assigned group or to the representative.

Also, instead of sending information to each person in charge,
The information may be transmitted for each department to which the person in charge belongs. At this time, it may be sent only to the representative of the department,
The information may be transmitted to all the staff members belonging to the department.

If one department is in charge of a plurality of specific customers, and the person in charge of Company A is Party A and the person in charge of Company B is Party B, if there is an inquiry from Company A The message may be transmitted to only Party A, or may be transmitted to both Party A and Party B. These are adjusted by adjusting the e-mail address registered in the transmission master described later.
Either correspondence can be taken.

Of course, if one department is assigned to one specific customer, "department = person in charge" is obtained. This is the same as the case where the group is in charge.

“Special contract sales” is in charge of a special contract store (business partner), and the mission is to increase sales of the special contract store. Each special agent has a customer (actual customer destination) managed by the special agent. That is, when selling to the customer, it is done through a special agent. The person in charge will help the dealers increase their sales. Inquiry information from a customer (actual customer destination) is transmitted to a person in the company responsible for the dealer of the customer or a department to which the person belongs. In addition,
By registering the mail address of the dealer, the same information can be transmitted by E-Mail.

"Area sales" means the area in charge (district)
The mission is to increase actual demand in. 2 above
Areas (districts) that customers who do not belong to
The person in charge is determined for each unit. In other words, for example, if the area is a person in charge of “in Tokyo 23 wards”, a customer who is in “in Tokyo 23 wards” and is not a customer of “customer sales” or “special contract sales” is the person in charge. Become a customer. That is, the inquiry information from the customer is transmitted to the person in charge of the area or the department to which the person in charge belongs.
The areas are classified, for example, by postal code or telephone number (area code).

On the other hand, a segment code for each product group is assigned to every product to be sold. Inquiry information is classified according to the segment code, and the corresponding product division (department for developing the product, etc.) 8 receives E. -Send by mail.

As in the case of transmission by product division, the inquiry information is categorized according to the production factory that produces the product, and transmitted to the relevant production factory 9 by E-Mail. When the same product is produced at a plurality of production plants, the information is transmitted to each production plant.

FIG. 7 shows an example of an information transmission system 4 for transmitting inquiry information to an appropriate department or the like on the premise described above. As shown in the figure, consultation counters nationwide 1
The inquiry information sent by the batch processing at night is stored in the customer management database 5.

Therefore, in the present system, the customer management database 5 is accessed, the extraction process is performed in accordance with the above-mentioned business form, the corresponding destinations such as each person in charge are determined, and a CSV format for transmitting the information is provided. Of the sales department and the customer management database 5 for creating the data of the sales department, determining the destination product division according to the product (segment code), and transmitting the data in the CSV format. Communicating information creation unit 12 for the merchandise division and the customer management database 5 which access the data, determine the production plant to which the data is to be transmitted according to the merchandise (segment code), and transmit the data in CSV format for transmission. Has a transmission information creating unit 13 for a production factory.

Further, the outgoing information creation unit 11 for the sales department
Determines the destination based on the information stored in the customer sales database 15, the special sales database 16 and the area sales database 17. Similarly, the merchandise division transmission information creating unit 12 determines a transmission destination based on information stored in the merchandise division database 18.
Similarly, the production factory transmission information creation unit 13 determines the transmission destination based on the information stored in the production factory database 19.

The data in the CSV format created by each of the transmission information creating units 11 to 13 is stored in the transmission data storage unit 2.
0, and is transmitted to a predetermined destination by the mail transmitting unit 21 at a predetermined timing.

Next, each part will be described in detail. The customer sales database 15 includes a customer service master 15a and a customer-specific transmission master 15b. The customer master 15a
It specifies the relationship between the specific customer and the person in charge of the company, and has a specific data structure as shown in FIG. That is, the table is a table in which the name of the company as the specific customer, the name of the person in charge, the department to which the person in charge belongs, and the time (year + term) in charge are associated. Note that a code is registered as data to be actually registered as shown in the figure. In addition, the contents in parentheses shown outside the figure are the contents specified by the code information. This correspondence is managed in another database.

The customer-specific transmission master 15b manages the e-mail address of the person registered in the customer service master 15a. Specifically, as shown in FIG. 9, the transmission master 15b is managed for each department. And the address of the person in charge belonging to the department. In this example, an e-mail is sent to a department, and the e-mail address belonging to that division is sent to all registered employees. However, by associating an e-mail address with a name code, an e-mail can be sent to a person in charge. it can.

Similarly, the special sales business database 16 is
An actual customer destination master 16a and a distributor specific transmission master 16b are provided. The actual customer destination master 16a specifies the relationship between the actual customer destination and the dealer, and has a specific data structure as shown in FIG. In other words, the table is a table in which special agents are associated with customers (actual customers) managed by the special agents. Note that a code is registered as data to be actually registered as shown in the figure. In addition, the contents in parentheses shown outside the figure are the contents specified by the code information. This correspondence is managed in another database. In addition,
The actual customer obtains data from each dealer.

The dispatcher-specific transmission master 16b manages the e-mail address of the person (department) that transmits the inquiry information from the actual customer. Specifically, as shown in FIG. Stores a special agent code and an outgoing mail address. A plurality of addresses can also be registered in the mail address column, and addresses of all the plurality of persons in charge belonging to the department may be registered as in the case of customer sales. If the address of the special agent is stored, it can be transmitted to the special agent.

Similarly, the area sales database 17
Is the area charge master 17a and the area-specific transmission master 17
b. The area charge master 17a specifies the relationship between the area and the person in charge (department), and has a specific data structure as shown in FIG. Here, a zip code and a telephone number are used as information for specifying the area. That is, since the postal code and the telephone number (area code) are assigned to each area, consecutive postal codes and telephone numbers are first (FROM) and last (TROM).
O) is registered. In the case of discontinuity, it is dealt with by registering a plurality of continuous units. Note that, as data to be actually registered, a department code is registered as shown in the figure.
In addition, the contents in parentheses shown outside the figure are the contents specified by the code information. This correspondence is managed in another database.

The area-based transmission master 17b manages the mail address of a person (department) that transmits inquiry information from customers belonging to the above-mentioned areas.
Specifically, as shown in FIG. 13, a department code and an outgoing mail address are stored.

As described above, the sales department transmission information creating section 11 refers to each of the above-mentioned databases 5, 15 to 17, and creates data for transmitting inquiry information to a predetermined sales department. Are as shown in the flowcharts of FIGS.

As shown in the figure, first, the customer management database 5 is accessed to extract yesterday's data (ST).
1). That is, the inquiry information is stored for each case, and the inquiry date and time are also stored. Then, using the date and time as a key, data of yesterday is downloaded and temporarily stored in a work memory or the like.

Next, N = 1 is set (ST2), and the N-th data from the head of the inquiry information stored in the work memory is obtained (ST3). Then, customer information (company name, name, etc.) is extracted from the acquired data, the customer information master 15a is accessed using the extracted information as a key, and it is determined whether or not there is a corresponding one (ST4).

If the information is registered in the customer service master 15a, it is inquiry information from a specific customer, and the inquiry information is registered in the customer-specific CSV file (ST5). In other words, the person in charge (department) for the specific customer is detected from the customer destination master 15a, and the customer-specific transmission master 15 is set using the detected person (department) as a key.
b, and obtains the mail address of the transmission destination of the inquiry information. Then, the inquiry information is registered in the transmission data storage unit 20 in association with the mail address.
The inquiry information is converted into one column of data in which each data is arranged in a predetermined order in a CSV format. If data already exists at the same address, a file integrated with the data is used.

Next, the registered inquiry information of the current processing target is deleted from the data extracted in step 1 and stored in the work memory (ST6). In this deletion process, the data may be actually deleted, or a flag or the like may be set so that the data is not detected in subsequent processes.

After the above-described deletion processing is executed, or when the branch determination in step 4 is No (there is no master in charge of customer), it is determined whether the inquiry information currently being processed is the last line (ST7). That is, for example, when data is extracted in step 1, the number of the data is counted, and when the value is held, it can be determined based on whether N has reached the value. If there is no data in the next line, various methods can be adopted, such as determining the last line, or attaching a flag indicating the last line when extracting data in step 1.

If it is not the last line, N is incremented by 1 (ST8), and the process returns to step 3 to process the next inquiry information. Thereafter, by repeatedly executing the above-described processing, all the inquiry information from the specific customer in the data of yesterday is extracted, and a customer-specific CSV file is created.

Next, as shown in FIG. 15, the process proceeds to step 9, where N is set to 1, and the Nth data from the beginning of the inquiry information stored in the work memory is obtained (ST1).
0). Then, the customer information (company name,
The name is extracted, and the actual customer destination master 16a is accessed using the key as a key to determine whether or not there is a corresponding one (ST11). At this time, the contents deleted by the deletion processing in step 5 are not seen. In other words, the erased data cannot be seen, but if a flag is set, it is determined whether or not a flag is set in the inquiry information to be processed (N-th). The determination in step 11 is based on N without looking at the actual customer destination master.
Judge as o.

If the information is registered in the actual customer destination master 16a, it is the inquiry information from the customer in charge of the special agent, so that the inquiry information is registered in a special agent-specific CSV file (ST12). That is, a special agent for the customer is detected from the actual customer destination master 16a, and the detected special agent is used as a key, and the transmission master 16 for each special agent is used.
b, and obtains the mail address of the transmission destination of the inquiry information. Then, the inquiry information is registered in the transmission data storage unit 20 in association with the mail address.
The inquiry information is converted into one column of data in which each data is arranged in a predetermined order in a CSV format. If data already exists at the same address, a file integrated with the data is used.

Next, as in the case of the specific customer, the registered inquiry information of the current processing object is deleted from the data extracted in step 1 and stored in the work memory (ST1).
3). As with the above-described deletion processing, various methods such as actually deleting data and setting a flag can be used.

After executing the deletion process, or when the branch determination in step 11 is No (not in the actual customer master), it is determined whether the inquiry information currently being processed is the last line (ST14). The above processing is repeatedly executed one by one until the last line is reached. As a result, all the inquiry information from the actual customer in the yesterday's data is extracted, and a special agent-specific CSV file is created.

Further, when the above-mentioned distribution of the inquiry information from the specific customer and the special dealer (the actual customer destination) is completed, the process proceeds to step 16 and shifts to the distribution to the person in charge (department) for each area. That is, as shown in FIG. 16, N is set to 1 and the N-th data from the head of the inquiry information stored in the work memory is obtained (S
T17).

Then, customer information (telephone number, postal code) is extracted from the acquired data, and the area information master 17a is accessed using the extracted information as a key to detect the corresponding area-wise person or department in charge. Normally, there should always be a corresponding area in the area master, but for example, if there is an input error or the customer incorrectly gives a telephone number or postal code, the area master There may be phone numbers that do not. Further, in some cases, although there is an inquiry, information for specifying an area such as a telephone number or a postal code is not notified. Therefore,
In step 18, it is determined whether or not the detection has been performed, and the detection is registered in the area-specific CSV.

At the time of the judgment in step 18, the one deleted in the deletion processing in step 5 or step 13 is not seen. In other words, the erased data cannot be seen, but if a flag is set, it is determined whether or not a flag is set in the inquiry information to be processed (N-th). Step 1
The judgment of 8 is made without looking at the area charge master 17a.
It is determined as No.

The registration to the area-specific CSV is performed by specifying the person in charge (department) of the area of the customer who issued the inquiry information by the area master 17a, referring to the area transmission master 17b, and specifying the same. Get the email address of the person in charge (department). Then, the inquiry information is registered in the transmission data storage unit 20 in association with the mail address. This inquiry information is also converted into one column of data in which each data is arranged in a predetermined order in a CSV format. If data already exists for the same address,
A file is integrated with the data.

Next, as in the case of the specific customer or the actual customer, the above-described processing is repeatedly executed in order from the top. When the processing has been executed up to the last line, the processing is terminated (Yes in step 20). By performing the above processing to the end, in principle, all the inquiry information is transmitted to any person in charge or a department on the next day. In other words, for inquiries from specific customers or customers who are not actual customers, it is not necessary to notify the sales department, etc., leaving unnecessary information by leaving the telephone number and postal code blank. Can be suppressed.

On the other hand, the database 18 for the product division
The product-specific transmission master 18a is provided. The product-specific transmission master 18a manages a segment attached to each product and a mail address of the product business unit 8 (section) handling the product, and is specifically as shown in FIG. ing. In other words, information in which a segment specifying a product and a mail address are paired is managed on a section-by-section basis.

Then, the outgoing information creating unit 12 for the merchandise business unit
Creates data for transmitting inquiry information to a predetermined product business department by referring to the databases 5 and 18 described above, and is specifically as shown in the flowchart of FIG. Basically, in the same manner as the above-described sales department transmission information creating unit 11, first, the customer management database 5 is accessed to extract yesterday's data (ST
31). Then, the extracted data is temporarily stored in a work memory or the like.

Next, N = 1 is set (ST32), and the N-th data from the head of the inquiry information stored in the work memory is obtained (ST33). Then, the product information (segment) is extracted from the obtained data, and the product-specific transmission master 18a is accessed using the extracted information as a key to determine whether or not there is a corresponding item (ST34).

When the information is registered in the product-specific transmission master 18a, an associated mail address is acquired, and the inquiry information is associated with the mail address and the inquiry information is stored as a commodity business unit-specific CSV file 20. (ST35). Of course, if data already exists for the same address, a file is integrated with the data.

Thereafter, the data is processed one by one from the first data in order until the last data is obtained (ST36, ST37), and all the inquiry information is distributed to any one of the product divisions (person in charge) in principle. Can be

As in the case of transmission by product division, the inquiry information is classified according to the production factory producing the product, and transmitted to the relevant production factory 9 by E-Mail. When the same product is produced at a plurality of production plants, the information is transmitted to each production plant.

On the other hand, the production factory database 19 has a factory-specific transmission master 19a. The factory-specific transmission master 19a manages a segment attached to each product and a mail address of the production factory 9 (section) that manufactures the product. Although not specifically illustrated, the data transmission master 18 shown in FIG.
It can be the same as a. That is, information that pairs a segment specifying a product and a mail address is managed on a factory basis.

Then, the transmission information creating section 13 for the production factory
Creates data for transmitting inquiry information to a predetermined production factory with reference to the databases 5 and 19 described above, and is specifically as shown in a flowchart of FIG. As is clear from the comparison between FIG. 18 and FIG. 19, the customer management database 5 is basically the same as the above-mentioned outgoing information creation unit 12 for the merchandise division.
And extract data of yesterday (ST41).
Then, the extracted data is temporarily stored in a work memory or the like.

Next, N = 1 is set (ST42), and the N-th data from the head of the inquiry information stored in the work memory is obtained (ST43). Then, the product information (segment) is extracted from the obtained data, and the factory-specific transmission master 19a is accessed using the extracted information as a key to determine whether or not there is a corresponding item (ST44).

When registered in the factory-specific transmission master 19a, an associated mail address is obtained, and the inquiry information is associated with the mail address and the transmission information is stored in the transmission data storage unit 2 as a production factory-specific CSV file.
0 (ST45). Of course, if data already exists for the same address, a file is integrated with the data.

Thereafter, until the last data, the data is processed one by one from the first data (ST46, ST47), and all the inquiry information is distributed to any one of the production plants (person in charge) in principle. .

As a result, as shown in FIG. 20, each CSV file is stored and held in the transmission data storage unit 20. Then, the mail transmitting unit 21 reads the CSV file stored in the transmission data storage unit 20 at a predetermined timing,
Make a call according to your email address. In addition, in the above-mentioned examples, the transmission is made on the next day. However, for example, since it is not necessarily urgent for the product business unit 8 and the production factory 9, the transmission is made once a week or once a month. You may. In this case, since each inquiry information includes date and time information, data for a certain period can be generated by referring to the date and time information.

At this time, when creating the data in the transmission information creating units 12 and 13, data may be extracted in a predetermined cycle (for example, data for the past week may be extracted every Sunday). OK, the transmission information creation unit 12,
Reference numeral 13 creates a CSV file every day,
The transmitting side may manage the transmission timing.

The above three outgoing information creation units 11 to 13
The order of processing is arbitrary, and parallel processing is also possible.
Further, in the present embodiment, three outgoing information creating units are prepared, but the present invention is not necessarily required to receive three outgoing information creating units, and at least one is required. In this embodiment, the outgoing information creation unit 11 for the sales department performs three types of classification /
Although the sorting is performed, it may be classified into two or four or more according to the business mode. There are various types of sales forms, such as a direct sales method and an industry unit, and the distribution is performed according to them.

[0082]

As described above, according to the present invention, the inquiry information from the customer can be appropriately extracted and the necessary information can be sent to the necessary person in charge, and the information can be efficiently used for negotiations and other business. it can.

[Brief description of the drawings]

FIG. 1 shows an example of the overall configuration of a system to which the present invention is applied.

FIG. 2 is a diagram illustrating a consultation desk.

FIG. 3 is a diagram showing an example of an input screen used when an inquiry is made.

FIG. 4 is a diagram showing an example of an input screen used when an inquiry is made.

FIG. 5 is a diagram showing an example of inquiry information attached to an outgoing E-Mail.

FIG. 6 is a diagram showing data included in the inquiry information.

FIG. 7 is a diagram showing a preferred embodiment of the present invention.

FIG. 8 is a diagram showing a data structure of a customer service master.

FIG. 9 is a diagram showing a data structure of a transmission master for each customer.

FIG. 10 is a diagram showing a data structure of an actual customer destination master.

FIG. 11 is a diagram showing a data structure of a transmission master for each special dealer.

FIG. 12 is a diagram showing a data structure of an area charge master.

FIG. 13 is a diagram showing a data structure of a transmission master for each area.

FIG. 14 is a part of a flowchart illustrating a function of a sales department transmission information creating unit;

FIG. 15 is a part of a flowchart illustrating a function of a sales department transmission information creating unit;

FIG. 16 is a part of a flowchart illustrating a function of a sales department transmission information creating unit;

FIG. 17 is a diagram showing a data structure of a product-specific transmission master.

FIG. 18 is a flowchart illustrating the function of a product business unit transmission information creating unit.

FIG. 19 is a flowchart illustrating a function of a production factory transmission information creating unit.

FIG. 20 is a diagram illustrating data (file) stored in a transmission data storage unit.

[Explanation of symbols]

 1 Consultation Desk 2 Customer Management Database 3 Communication Line 4 Information Transmission System 5 Customer Management Database 6 Network 7 Sales Division 8 Product Division 9 Production Plant 11 Sales Division Transmission Information Creation Section 12 Product Division Transmission Information Creation Section 13 Production Factory Transmission information creation unit 15 customer sales database 15a customer service master 15b customer-specific transmission master 16a special sales database 16a actual customer master 16b transmission agency-specific transmission master 17 area sales database 17a area sales master 17b area-specific transmission master 18 Commodity business dance database 18a Commodity transmission master 19 Production factory database 19a Factory transmission master 20 Transmission data storage unit 21 Mail transmission unit

 ──────────────────────────────────────────────────続 き Continuing on the front page (72) Inventor Seiji Matsuo 801 Shimogyo-ku, Shimogyo-ku, Kyoto Shimogyo Higashi-iri Minamifudodoucho Omron Corporation (72) Inventor Ryoichi Inoue Shiokyo-dori, Shimogyo-ku, Kyoto, Kyoto 801 Horikawa Higashiiri Minami Fudodoucho OMRON Corporation

Claims (6)

[Claims] 1. A storage means for storing inquiry information from a customer, a customer database in which a customer and a charge are associated, a regional database in which a region and a charge are associated, and a transmission for storing information for specifying a destination of the charge. Destination information storage means, a means for calling the inquiry information stored in the storage means, accessing the customer database and the regional database, and associating the inquiry information with a charge based on a customer or a region; and And a transmitting means for transmitting the data generated by the generating means to the addressee in charge of generating the data for transmitting the inquiry information associated therewith. Information dispatch system. 2. A product destination information storage means for specifying a destination in charge related to a product, calling the inquiry information stored in the storage means, accessing the product destination information storage means, A product creation unit for creating product data for transmitting the inquiry information to a person in charge related to the product to be queried, and the product data created by the product creation unit The information transmission system according to claim 1, wherein the information transmission system is configured to transmit the information to a destination of the information. 3. A storage means for storing inquiry information from a customer, a product destination information storage means for specifying a destination in charge of a product, and calling the inquiry information stored in the storage means. A merchandise creating unit for accessing the merchandise destination information storage unit and creating merchandise data for transmitting the inquiry information to a person in charge related to the inquiry target merchandise; An information transmission system, wherein the generated product data is transmitted to the transmission destination in charge. 4. A storage means for storing inquiry information from a customer, a database in which a customer or a region is associated with a charge, and a destination information storage means for storing information for specifying a destination of the charge. An information transmission method in a system, wherein the inquiry information stored in the storage unit is called, the database is accessed based on customer information or regional information in the inquiry information, and the inquiry information and the charge Associating with the person in charge, creating data for transmitting the inquiry information associated with the person in charge, and sending the created data to the destination of the person in charge. Information transmission method. 5. A storage means for storing inquiry information from a customer, a database associating a customer or a region with a charge, a destination information storage means for storing information for specifying a call destination of the charge, An information transmitting method in a system including a product destination information storage unit for specifying a destination of a person in charge of the inquiry, wherein the inquiry information stored in the storage unit is called, and the customer information in the information of the inquiry is called. A step of accessing the database based on regional information to associate the inquiry information with the charge; a step of creating data for transmitting the inquiry information associated with the charge; stored in the storage means The inquiry information is called, and based on the product information in the inquiry information, the product destination information A step of accessing storage means and creating commodity data for transmitting the inquiry information to the person in charge relating to the commodity of the inquiry information; and a person in charge corresponding to the created data and the commodity data A method of transmitting information, comprising the step of transmitting to a destination. 6. An information transmission method in a system comprising: a storage unit for storing inquiry information from a customer; and a destination information storage unit for a product for specifying a destination for charge related to a product, wherein the storage is performed. Calling the inquiry information stored in the means, accessing the product destination information storage means, and creating product data for transmitting the inquiry information to the person in charge relating to the product of the inquiry information And a step of transmitting the product data created in the step to the destination in charge.