JP2004120076A - Customer service server - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer service server capable of rapidly grasping the position of a property of a customer, when the customer makes a phone call. <P>SOLUTION: The customer service server has a transmitting/receiving means for transmitting/receiving to/from a plurality of terminal devices via a network, a storing means for storing customer information and map information about a property to be managed, a map display means for displaying a map on the basis of the map information, and a display control means for detecting the position of the property contained in the customer information and plotting the detected position of the property so that the position is overlapped on the map. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a customer service server that performs various services using a network such as the Internet, and more particularly, to a customer service server that provides services using map information.
[0002]
[Prior art]
When a predetermined customer calls the maintenance center or the like, the person in charge of the maintenance center retrieves the location of the property from the predetermined customer, retrieves a map of the relevant district, and maps the location where the property is located. Find it above and respond to the customer by phone while understanding the surrounding environment of the property. When dealing with a customer by telephone, if the surrounding environment of the location where the property exists can be grasped more accurately, the location where the property exists can be heard from the customer.
[0003]
[Problems to be solved by the invention]
However, in the above-described conventional example, it is troublesome to find out the position of the property every time a call is made from the customer. Sometimes lacks prompt response.
[0004]
SUMMARY OF THE INVENTION It is an object of the present invention to provide a customer service server that can promptly grasp the position of a property of a customer when a call is received from the customer.
[0005]
On the other hand, when a worker regularly inspects properties of a plurality of customers, conventionally, a list of properties of a plurality of customers to be in charge of the worker and a map of the district are taken out. Then, the locations of the properties to be inspected on a regular basis are plotted on the map, and in order to minimize the travel time, the properties are arranged in order from the current location of the worker, in order of proximity or distance. And perform periodic inspections in the order in which they were rearranged.
[0006]
However, in the above-mentioned conventional example, there is a problem that, when performing periodic inspections of a plurality of customer properties, the operation of determining the order of the periodic inspections is complicated in order to minimize the travel time.
[0007]
SUMMARY OF THE INVENTION An object of the present invention is to provide a customer service server that facilitates the work of deciding the order of periodic inspections in order to minimize the travel time when performing periodic inspections of properties of a plurality of customers. It is.
[0008]
[Means for Solving the Problems]
The present invention is based on a transmission / reception means for transmitting / receiving data to / from a plurality of terminal devices via a network, a storage means for storing customer information and map information relating to a property to be managed, and Map display means for displaying a map, and display control means for detecting the position of the property included in the customer information and plotting the detected position of the property on the displayed map. And a customer service server having:
[0009]
Embodiments and Examples of the Invention
FIG. 1 is a diagram showing an overall image of a customer service system CSS1 having a customer service server 10 according to one embodiment of the present invention.
[0010]
The customer service system CSS1 is connected to the customer service center 100, a network NW, general properties 201 and 202, an automatic fire alarm system 203 with a security function, an automatic fire alarm system 204 with a widespread test function, and a network NW. The terminal device 301 includes a terminal device 301 to be transmitted / received to / from the customer service server 10, a terminal device 302 of a cooperating company, a terminal device 303 of a business office, a GPS satellite 401, and a PHS location information center 402.
[0011]
The customer service center 100 is a window for receiving inquiries regarding disaster prevention equipment, a so-called call center, for example, a headquarters building or the like that collectively controls the whole country, and a customer service server 10 is installed in the customer service center 100. The customer service server 10 connects a plurality of personal computers (not shown) via the LAN cable C1 in the customer service center 100 to form a local area network. In addition, a terminal device 303 can be connected to the customer service server 10 via a wide area network WAN to branch offices and sales offices located in various places remote from the customer service center 100.
[0012]
In addition, the customer service server 10 can connect the terminal device 302 of the cooperating company and the terminal device 301 of the worker from the office via a network NW such as the Internet. The set information can be used.
[0013]
Further, although not shown in detail as a building in which disaster prevention equipment is installed, from a large number of general properties 201, in the event of a fire or an abnormality, an unclear point as to the operation of the equipment is inquired by telephone. The call via the public line is first accepted by the customer service server 10. Here, an operation of grasping the call reception is performed, and the reception manager answers the telephone call.
[0014]
In the building where the disaster prevention equipment is installed, the high-performance automatic fire alarm equipment 203 and 204 can transmit information from a fire receiver (not shown) to the customer service server 10 using a dedicated line by ISDN. Is configured. These facilities 203 and 204 can transmit to the customer service server 10 the reception of a fire signal by the fire receiver, the operation of the panel, and the result of the automatic test function. Even if the property is not a high-performance general property, the fire receiver receives the above-mentioned fire signal and panel operation, etc., is input as transfer information, converted as information, and provided with an interface (not shown) for transmitting the information. As with the facilities 203 and 204, the monitoring status of disaster prevention facilities can be taken into the customer service server 10 as a general property 202 that can be reported.
[0015]
Note that the customer service server 10 and the fire alarm facilities 202, 203, and 204 of each property are connected by a dedicated line using ISDN to secure a secure line and promptly transmit information. A line may be used, and communication may be performed via a telephone call such as a dial-up connection instead of a dedicated line.
[0016]
FIG. 2 is a block diagram showing a specific example of the customer service server 10 according to the embodiment.
[0017]
The customer service server 10 includes a memory M1, a reception unit 1, a control unit 2, a display unit 3, a transmission unit 4, and an input unit 5.
[0018]
The receiving means 1 and the transmitting means 4 are means for transmitting and receiving to and from a plurality of terminal devices via the network NW.
[0019]
The memory M1 is an example of a storage unit that stores customer information and map information on a property to be managed.
[0020]
The display unit 3 is an example of a map display unit that displays a map based on map information.
[0021]
The control unit 2 is an example of a display control unit that detects the position of a property included in the customer information and displays (plots) the detected position of the property on a displayed map.
[0022]
The control unit 2 is an example of a calculating unit that calculates a moving distance or a moving time between at least two of a plurality of properties displayed on the map. In this case, the travel distance is a distance along the set route, in which a route is set between the two properties for which the travel distance is to be calculated. The moving time is a time obtained by dividing the moving distance by a predetermined speed. Further, the calculating means calculates a plurality of travel distances passing through all the properties, and selects the shortest distance route among the calculated plurality of travel distances. Is a means for calculating a plurality of travel times that pass through and selecting the shortest route from among the plurality of calculated travel times.
[0023]
Further, the control means 2 detects the position of the property included in the customer information, and displays (plots) the detected position of the property on the displayed map in a superimposed manner. 5 is an example of display control means for displaying the current position of the worker. In this case, when designating one of the properties included in the customer information, the travel distance or travel time from the location of the property to the current location of each worker is individually calculated. I do.
[0024]
Further, the control means 2 is an example of an icon display control means for displaying a plurality of icons corresponding to the property on the map displayed by the map display means. 5 is an example of an information display unit that displays one of a plurality of pieces of customer information related to the information.
[0025]
The control means 2 is an example of an area discriminating means for discriminating an area corresponding to a telephone number obtained when receiving a telephone call from a customer, and displays a map corresponding to the area discriminated by the area discriminating means. , The detected map is displayed on the map display means, the detected map is displayed on the map display means, the position of the property included in the customer information is detected, and the detected position of the property is detected. This is an example of display control means for superimposing and displaying (plotting) on the displayed map.
[0026]
FIG. 3 is a diagram showing a specific example of the memory M1 in the above embodiment.
[0027]
The memory M1 includes a map information database DB21, a customer basic information database DB22, an emergency response history database DB23, a periodic inspection history database DB24, a repair history database DB25, a remote maintenance log information database DB26, a contract information database DB27, a periodic inspection schedule database DB28, A location information database DB29 and a technical information database DB30 are stored.
[0028]
Next, each of the above databases will be briefly described.
[0029]
The map information database DB21 stores data for displaying maps corresponding to several scales for each district, and the customer basic information database DB22 becomes a business object in addition to a property in which fire alarm equipment is installed. It stores basic information about all properties such as existing properties and buildings to be built.
[0030]
The emergency response history database DB23 stores from the occurrence to the end of the response for each of the cases that need to be dealt with for a failure or the like notified to the customer service center 100, and the periodic inspection history database DB24 stores the firefighting equipment in each property. Inspection results of workers, such as twice a year, are stored as legal inspections.
[0031]
The renovation history database DB25 stores information on renovation of firefighting equipment in each property, and the remote maintenance log information database DB26 stores each fire receiver connected to the customer service server 10 on a day-to-day basis. The result of the ID calling operation such as times is stored.
[0032]
The contract information database DB27 stores contract information on maintenance and inspection of fire-fighting equipment for each property, and the periodic inspection schedule database DB28 manages the due date of the statutory inspection and stores the schedule.
[0033]
The location information database DB29 stores information on the current location of workers and salespeople on the go. The technical information database DB30 stores various information on products such as technical materials, instruction manuals, construction manuals, inspection standards, and the like. Is stored.
[0034]
Next, the operation of the above embodiment will be described.
[0035]
The operation items include the operation at the time of telephone call from the site due to the occurrence of a failure in the property (building), the operation at the time of reporting via the network due to abnormality detection when the receiver of the property executes an automatic test, the ID call by the server At this time, the operation at the time of operation input from the server and the operation at the time of updating and confirming the database of the property from the server are representatively taken from the overall operation.
[0036]
First, the operation when a telephone call is received from the site when a failure occurs in a property will be described.
[0037]
FIG. 4 is a flowchart showing an operation at the time of handling a call in the above embodiment.
[0038]
[Operation at the time of telephone correspondence]
First, in a property (building), an abnormality (failure) occurs in the equipment, and the occurrence of this abnormality is discovered by a property manager, owner, inspector, etc. (hereinafter, referred to as “manager”) (S11).
[0039]
The administrator informs the customer service center 100 of this abnormality by telephone (S12).
[0040]
An administrator (hereinafter, referred to as a "reception administrator") that receives telephone communication or the like in the customer service center 100 around the clock (24 hours) checks the status of the facilities of the property based on the communication in step S12 (S13).
[0041]
If the reception manager can specify the property and can take in information of the facility from the fire receiver of the property via ISDN, the reception manager takes in the information and confirms it (S14).
[0042]
By telephone communication between the reception manager and the property manager, the reception manager determines whether the abnormality has been recovered (S15).
[0043]
If the reception manager determines that there is no abnormality based on the result of the abnormality performed in step S15, the reception manager ends the response and manually inputs necessary information to the customer service server 10 as an accident processing communication table (S16). ). This information updates the emergency response history database DB23 automatically stored by the customer service server 10 in step S22.
[0044]
[Operation of Customer Service Server 10 for Telephone]
When a call is received from the manager of the property by telephone communication, a search is performed by referring to the contract information database DB27 based on the telephone number, and if the property can be specified, the search result is displayed (S21).
[0045]
At this time, the property ID is specified, the location information indicating the location of the building 201 as the property is extracted from the customer basic information database DB22, and the building 201 is included from the map information database DB21 in accordance with the location information. The map information of the area is taken out, symbols are arranged on the map information in accordance with the position information of the building 201, and displayed on the display means 3.
[0046]
Specifically, the position information of the building 201 suffices with the latitude information and the longitude information, and the symbols are arranged on the map information in accordance with the information. When the position information is not set, the symbol can be displayed at an appropriate portion by using the address of the building and comparing the location number or the like of the map information.
[0047]
For the telephone call, the property ID, date and time, and details of the failure are stored in the emergency response history DB 23 (S22). The property ID may be a telephone number or the like if it cannot be specified, and the failure content may be blank for the time being.
[0048]
If the property ID of the telephone contact can be identified, the search is performed with reference to the emergency response history DB 23, and past cases are displayed (S23). At this time, the related information DB such as the periodic inspection history DB 24 and the repair history DB 25 may be executed in the same manner as described above.
[0049]
The device in which the abnormality has occurred is searched and displayed with reference to the technical information database DB such as technical data and repair manual for each device (S24). If the reception manager is found in the process of checking the situation in step S13, the searched device may be manually input, or may be automatically searched from past cases.
[0050]
[Operation of dispatch request]
If the abnormality cannot be recovered (recovered) by telephone, the reception manager arranges a service engineer (hereinafter, referred to as “SE”) as a worker who goes to the property and works and requests a dispatch (S31). At this time, the reception manager grasps the position of the property from the map information displayed on the display means 3, and then selects the SE from the presence or absence of a person in charge of the property or area, the emergency dispatch list, etc. I do.
[0051]
The SE receiving the request from the reception manager carries the terminal device 301 such as a notebook computer and heads for a property (such as the building 201) (S32). At this time, the customer service server 10 stores the property information from the contract information database DB27 and the like, stores the failure information and the like from the emergency response history DB23 and the like, and then dispatches.
[0052]
The SE performs necessary measures on the property, including the cooperation of the manager (S33). At this time, the SE connects the portable terminal device 301 to the network NW, searches the customer service server 10 for technical information, past cases, and the like from each of the DBs 21 to 29, and can display it on the site (S34). .
[0053]
When the abnormality is restored in the property, the SE reports to the reception manager (S35).
[0054]
Upon receiving the report of restoration in step S35, the reception manager manually inputs necessary information to the customer service server 10 (S36). The emergency response history DB 23 automatically stored by the customer service server 10 in step S22 is updated with this manually input information. The input may be executed by the SE.
[0055]
[Operation of report generation]
Next, the operation of notifying from the fire receiver when a failure occurs when the automatic test function of the fire receiver is executed will be described.
[0056]
FIG. 5 is a flowchart showing an operation of notifying from the fire receiver when a failure occurs during execution of the automatic test function of the fire receiver in the above embodiment.
[0057]
The fire receiver in the article performs an automatic test (S41). Normally, the automatic test is set to be executed once a week, that is, a specific day of the week and time are set as the automatic test start time, and the automatic test is executed. The test can also be performed by manual input. If there is an abnormality in the equipment as a result of the automatic test, it is necessary to take measures to eliminate the abnormality.
[0058]
The fire receiver automatically notifies the customer service server 10 of an abnormality from any of the properties 202, 203, and 204 having the notification function in the customer service system CSS1 via the ISDN (S42). At the time of this automatic notification, the content of the abnormality as the automatic test result and the property information for specifying the property set in the database of the fire receiver are transmitted together.
[0059]
The notification of the abnormality is received by the customer service server 10, and the display means 3 displays the notification (S43). Since there is a reception manager at the customer service center 100, the reception manager can make a telephone call with the property manager to confirm the above-mentioned abnormality report (same as steps S13 and S15). Needless to say, the properties 202, 203, and 204 connected by a dedicated line using ISDN in the customer service system CSS1 can be separately contacted by telephone.
[0060]
Based on the content of the notification of the abnormality, the property ID, date and time, details of the failure, and the like are stored in the emergency response history DB 23 (S44). Then, a telephone number is obtained from the information of the report (S45). Here, the property information stored in the database of the receiver includes a telephone number, and the content of the automatic report includes a telephone number as information.
[0061]
Thereafter, the same operations as those in steps S21, S23, and S24 are performed. In addition, the same operation as steps S31 to S36 is executed as a dispatch request.
[0062]
Next, an operation of calling an ID from the customer service server 10 to each fire receiver will be described.
[0063]
FIG. 6 is a flowchart showing the operation of calling an ID from the customer service server 10 to each fire receiver in the above embodiment.
[0064]
The customer service server 10 individually calls each fire receiver via the ISDN and collects its ID (S50). The scheduled communication of this call is executed once a day for all of the connected fire receivers. Thereby, the line status is confirmed. The property to receive the call is, of course, the properties 202, 203, and 204 connected by a dedicated line by ISDN.
[0065]
The fire receiver of the called property returns the fire receiver ID in response to the call (S51). This fire receiver ID is set in a database in each fire receiver.
[0066]
If the customer service server 10 successfully collects the fire receiver IDs from all the fire receivers, it is normal and the process ends (S52).
[0067]
If there is no response from the fire receiver and the collection of the fire receiver ID is not performed normally, an abnormal end is displayed (S53).
[0068]
In the same manner as in step S22, the property ID, date and time, details of failure (fire receiver ID call non-response) and the like are stored in the emergency response history DB 23 (S54).
[0069]
Thereafter, as in steps S13 and S15, the reception manager in the customer service center 100 checks the presence or absence of an abnormality by telephone communication, and if necessary, requests a dispatch, and performs the same operations as steps S31 to S36. Perform the action.
[0070]
Next, an operation when a recovery operation is input from the customer service server 10 to an individual fire receiver will be described.
[0071]
FIG. 7 is a flowchart showing an operation when a recovery operation is input from the customer service server 10 to an individual fire receiver in the above embodiment.
[0072]
For example, upon receiving a telephone call indicating that an abnormality has occurred from the property, the reception manager needs to contact the property manager and perform a recovery operation from the customer service server 10 in relation to steps S15 and S16. If it is determined, the following operation is performed.
[0073]
When it is determined that it is necessary to perform a recovery operation on the fire receiver of the property, the reception manager performs a recovery operation input to the customer service server 10 (S61).
[0074]
The customer service server 10 to which the restoration operation has been input transmits a restoration signal to the fire receiver of the required property via the ISDN (S62), and the fire receiver of the property transmits the restoration signal via the ISDN. Receive (S63).
[0075]
Similar to the operation of the panel on the fire receiver (operation input of the recovery switch), the fire receiver executes the recovery operation (cancels the holding of the fire signal and returns to the normal monitoring state) (S64).
[0076]
Although the case where the restoration operation is performed is shown as the operation input, instead of the restoration operation, other operations such as the input of the area sound stop, the input of the start / return of the controlled device such as the smoke evacuating device, and the like are performed. You may.
[0077]
[Operation when updating the database]
Next, the operation when updating and confirming the database from the customer service server 10 to the individual fire receiver will be described.
[0078]
The reception manager prepares a database of the property to be updated in the customer service server 10, and inputs an update of the database to the customer service server 10 (S71). The database is normally prepared as a data file on a notebook personal computer or the like by database creation software. The data file is stored in a predetermined storage device in the customer service server 10 by data communication, or a floppy (registered trademark) disk, MO , CD-R, or the like, may be stored in a predetermined storage medium and read out by the drive of the customer service server 10. At the time of this input, an ID is used to identify the property, a password is set, and the reception manager is requested to input the password.
[0079]
When the database update is input, the customer service server 10 transmits the update database to the fire receiver of the specific property via the ISDN (S72).
[0080]
The fire receiver of the specified property receives the update database via the ISDN. The property information of the database and the error check of the data itself are checked (S73). At this time, the fire receiver of the property recognizes that the fire receiver is an official database from an appropriate partner from the ID and the password received simultaneously with the update database.
[0081]
After checking the updating database, the fire receiver of the property updates the running database (S74).
[0082]
[Operation when checking the database]
The reception manager specifies the property to be confirmed and inputs a database confirmation to the customer service server 10 (S81). Enter the password as above.
[0083]
When the database confirmation is input, the customer service server 10 transmits a database return signal to the specified fire receiver via the ISDN (S82), and the specified fire receiver transmits the database to the specified fire receiver via the ISDN. A return signal is received (S83). The fire receiver that has received the database return signal reads the running database and sends it to the customer service server 10 via ISDN (S84). At this time, the password is checked in the same manner as described above.
[0084]
The customer service server 10 receives the update database via the ISDN, and checks the received database for errors or the like (S85).
[0085]
If the customer service server 10 has correctly received the update database, the received update database is displayed and made available to the reception manager (S86).
[0086]
Next, in the operation of the above-described embodiment, an operation in a case where the terminal device 301 at the destination retrieves information on a predetermined property from the customer service server 10 will be described.
[0087]
This operation is performed, for example, in step S34 in FIG. 4, but also performed when the SE connects to the customer service server 10 from a destination such as the building 201.
[0088]
FIG. 8 is a flowchart showing the operation in the case where the terminal device 301 at the destination retrieves information on a predetermined property from the customer service server 10 in the above embodiment.
[0089]
The SE connects the terminal device 301 to the network NW on the road (S91), accesses the customer service server 10 via the network NW (S92), and requests information on a predetermined property (S93). Here, when accessing the customer service server 10, the SE of course inputs the user ID and the password to the terminal device 301 and is authenticated by the customer service server 10.
[0090]
In the customer service server 10, the receiving unit 1 receives a request for information on a predetermined property from the terminal device 301 at the destination via the network NW (S94).
[0091]
Then, the control unit 2 extracts information on the predetermined property (desired property) from the information on the property stored in the memory M1 (the information stored in the customer basic information database DB22 or the like) ( S95).
[0092]
The transmitting unit 4 transmits the extracted information on the property to the terminal device 301 at the destination (S96). Here, the customer service server 10 determines whether or not information on a predetermined property can be acquired based on the user ID of the SE or the like. In this case, there is a level for judging the person in charge as protection of the information on the property and a level for judging the qualification of the SE. In the case of emergency response, only the qualification judgment is sufficient.
[0093]
Then, the SE receives the information on the property transmitted from the customer service server 10 (S97), and displays the received information on the property on the display device provided in the terminal device 301 (S98).
[0094]
According to the above-described embodiment, the SE can surely and quickly see information on a required property from a destination.
[0095]
Further, according to the above-described embodiment, since it is not necessary for the SE to carry information on the property, information can be centrally managed, such as correction of information and subscription, that is, information can be shared.
[0096]
In addition, the information regarding the property may be any one or a combination of the periodic inspection history information and the emergency response history information, and may be information obtained by combining any of the above or any of the above with other information. It is preferable that information can be extracted and provided for a specific property.
[0097]
Next, a case will be described in which the SE is on the go and uses information on products.
[0098]
This operation is also performed, for example, in step S34 in FIG. 4. However, similarly to the operation in FIG. 8, it is possible to connect to the customer service server 10 from other necessary places.
[0099]
FIG. 9 is a flowchart showing an operation in the case where the terminal device 301 at the destination retrieves information on a predetermined product from the customer service server 10 in the above embodiment.
[0100]
The SE connects the terminal device 301 to the network NW from a destination (S101), accesses the customer service server 10 via the network NW (S102), and requests information on a predetermined product (S103). Here, when accessing the customer service server 10, the SE inputs a user ID, a password, and the like to the terminal device 301 and receives the authentication of the customer service server 10, as shown in FIG. .
[0101]
In the customer service server 10, the receiving unit 1 receives a request for information on a predetermined product from the terminal device 301 at the destination via the network NW (S104).
[0102]
Then, the control unit 2 extracts information on the predetermined product (desired product) from the technical information database DB30 on the products stored in the memory M1 (S105). The transmitting unit 4 transmits the information on the extracted product to the terminal device 301 at the destination (S106). Here, similarly to the case of FIG. 4, the customer service server 10 determines whether or not information on a predetermined product can be obtained from the user ID of the SE or the like. This may be the case of qualification determination as protection of information on products.
[0103]
Then, the SE receives the information on the product transmitted from the customer service server 10 (S107), and displays the received information on the product on the display device provided in the terminal device 301 (S108).
[0104]
Further, when the request for the information on the product is made consecutively to the request for the information on the property, the customer service server 10 determines the equipment installed in the property, and the requested product corresponds to the equipment. It may be determined whether or not this is the case. Thereby, transmission of unrelated information from the customer service server 10 can be prevented, and information leakage can be prevented.
[0105]
According to the above-described embodiment, the SE can surely and quickly view information on a required product from a destination.
[0106]
Further, according to the above embodiment, since the SE does not need to carry information on the product, it is possible to centrally manage the information such as correction of information, subscription, etc., and therefore, information other than the information held only by individuals. Can be shared.
[0107]
The information on the above products can be any or combination of technical materials, instruction manuals, construction manuals, and inspection standards, or information that combines any other information with any or combination. It is preferable that technical information can be provided.
[0108]
It is preferable that information on a store for parts procurement can be referred to a terminal device on the go, in addition to information on a property and information on a product. That is, as an operation from the destination as described above, the terminal device 301 at the destination connects to the customer service server 10 and stores in a predetermined area centered on the location of the property (or the current location of the SE). Can be displayed.
[0109]
In this case, the location information of the store useful for parts procurement is always stored in the memory M1 of the customer service server 10 as the store information as a part of the map information database DB21, and the map information is obtained for the location of the property to be visited. Then, a store existing in the district of the map information may be extracted from the store information, and a map indicating the position of the store may be displayed together with the map information.
[0110]
If the location of the store can be distinguished from each other by types of parts and the like sold, for example, materials, electric wires, stationery, electric appliances, and the like by predetermined marks, the SEs who want to arrange quickly can use the terminal device 301. By just looking at the map in, it is possible to grasp the stores where the desired parts can be obtained. In addition, if such a store can be registered in the customer service server 10 from the terminal device 301 on the go, it can be registered as a database on the spot without delaying the setting of the newly discovered store. Can be convenient.
[0111]
The customer service server 10 checks whether or not the terminal device 301 requesting the information is legitimate with a password or the like, and prevents careless information leakage. In this case, logs such as who viewed what information, when, and who downloaded it are stored. In particular, it is meaningful to store logs for special technical information such as accident information and countermeasures.
[0112]
Further, the customer service server 10 confirms the position of the mobile terminal device 301, and executes an operation such as not transmitting information unless the radius is within the center of the property and within several tens of meters, for example. It is possible to prevent unnecessary information from being sent to those who do not.
[0113]
According to the above-described embodiment, the customer service server 10 for performing various services is installed using a network such as the Internet, and the terminal device can be connected to the Internet or the like at a destination to receive various information.
[0114]
Further, according to the above-described embodiment, it is possible to refer to customer information from a destination, and therefore, it is possible to support a corresponding operation at the destination.
[0115]
Further, according to the above-described embodiment, it is possible to refer to the technical information from the destination, and therefore, it is possible to support the corresponding work at the destination.
[0116]
Next, an operation for specifying a property based on a telephone number in the above embodiment will be described.
[0117]
The operation of specifying a property based on a telephone number is performed in step S21 in FIG. 4, and this operation will be described in detail.
[0118]
FIG. 10 is a flowchart showing an operation of specifying a property based on a telephone number in the above embodiment.
[0119]
First, information on a property to be managed and a telephone number on the property are stored in the memory M1 in advance so as to correspond to each other.
[0120]
When a telephone call is received from the manager of the property 201 via the telephone line (S111), the receiving means 1 uses a service such as a number display to acquire the telephone number of the called party (S112). It is determined whether or not the telephone number acquired by the receiving means 1 exists in the telephone number-property information correspondence table stored in the memory M1 (S113).
[0121]
If the telephone number obtained by the receiving means 1 is present in the telephone number-property information correspondence table, the correspondence is obtained from the telephone number-property information correspondence table stored in the memory M1 based on the telephone number. The control unit 2 searches for information on the property to be performed (S114).
[0122]
The display unit 3 displays information on the property (S115). In this case, the memory M1 stores history information on past emergency response history or regular inspection history as information on the property, and at the same time, controls corresponding history information based on the searched property. It is also possible for the means 2 to extract and display the extracted history information on the display means 2.
[0123]
On the other hand, the memory M1 stores the map information in the map information database 21, and the control means 2 searches the map information database 21 for the map information of the district where the searched article exists (S116). A map of the district where the searched property is located is displayed on the display device 3 (S117), and a predetermined mark (a mark such as a circle, an arrow, and a cross) indicating the location of the searched property is displayed. Is displayed on the map (S118).
[0124]
Further, if the SE exists in a property near the property corresponding to the acquired telephone number, the position of the SE is superimposed on the displayed map (S119).
[0125]
If the telephone number received and acquired from the property 201 is not stored in the telephone number-property information table (S113), the control unit 2 sets a relatively small number on the map corresponding to the acquired telephone number. A wide area is searched (S120). For example, a relatively large area covering the area code included in the acquired telephone number is searched, and a map of the searched relatively large area is displayed on the display means 3 (S121).
[0126]
If the acquired telephone number is not stored in the correspondence table and a property corresponding to the non-stored telephone number is later found (S122), the non-stored telephone number is used. Is stored in the telephone number-property information storage means in correspondence with the determined property (S123).
[0127]
Next, in the above-described embodiment, an operation of specifying a property based on abnormal information received from fire receivers installed in the properties 202, 203, and 204 will be described.
[0128]
This operation relates to steps S43, S45, and S21 in FIG. 5, and will be described in detail.
[0129]
FIG. 11 is a flowchart showing an operation of specifying a property based on the abnormality information received from the fire receiver in the above embodiment.
[0130]
First, the customer service server 10 receives abnormal information from at least one of a plurality of fire receivers (fire receivers respectively installed in a plurality of properties 202, 203, and 204) via the ISDN. (S131), receives and captures the abnormality information from the fire receiver (S132), and displays that fact.
[0131]
A telephone number is acquired from the acquired abnormal information (S133), and based on the acquired telephone number, the same operation as that in the flowchart of FIG. 10 becomes possible. As in step S114, information on the property is obtained from the correspondence table. A search is performed (S134), and information on the specified property is displayed (S135), similarly to step S115 in FIG. 10, and a map related to the searched property is displayed as corresponding to steps S117 to S119 in FIG. Is displayed by the display means 3 (S136). Note that the index of the telephone number can be acquired as a connection destination of the dedicated line.
[0132]
According to the above embodiment, when a telephone call is received from a customer, a telephone number is received, and based on the received telephone number, a target property can be easily specified, and prompt response to an emergency can be achieved. Can be. Since the specified customer is displayed on a map, the location of the customer can be easily grasped.
[0133]
Further, according to the above embodiment, even if the telephone number is not registered, it is possible to specify the district where the article is likely to be based on the telephone number.
[0134]
Furthermore, according to the above embodiment, even when the abnormality information is received from the fire receiver connected to the network, the property can be specified in the same manner as described above, and a map around the property is located. Can be displayed.
[0135]
Then, according to the above embodiment, by specifying the property, it is possible to specify the history of past emergency response, periodic inspection, and the like.
[0136]
Further, according to the above embodiment, when displaying the map, the position of the SE existing in the nearby property is displayed, so that the SE can be promptly dispatched to the site.
[0137]
Further, the customer service server 10 uses a CTI (Computer Telephony Integration) function at the time of an inquiry from a customer or a report from a fire receiver as a terminal device. It is possible to respond and shorten the time for specifying the target property.
[0138]
Then, by referring to the past history, it is possible to support the corresponding work. When the past information is referred to as an emergency response, the event log of the customer service server 10 may be referred to.
[0139]
Further, according to the above embodiment, since the map of the district where the searched article is located and the mark indicating the position of the searched article are displayed, the searched article can be quickly detected. Can respond quickly and urgently.
[0140]
Further, according to the above embodiment, since the history is referred to, it is possible to support the corresponding operation.
[0141]
Furthermore, according to the above embodiment, the CTI function is used at the time of an inquiry from a customer or a report from a fire receiver as a terminal device, so that a target property can be quickly detected and an emergency response can be made promptly.
[0142]
[Automatic schedule creation]
Next, an operation of creating a visit schedule using information on a customer in the above embodiment will be described.
[0143]
Although this SE can be used for the above-mentioned SE, it is useful for a sales representative to create a schedule when visiting a property to be a customer. The customer service server 10 has a function to support the creation of a visit schedule. ing.
[0144]
When creating a visit schedule, start with a map display of the district, and then select the required property and create a visit schedule. This operation is not included in the representative operations shown in FIGS.
[0145]
FIG. 12 and FIG. 13 are flowcharts showing operations in automatically creating a visit schedule in the above embodiment.
[0146]
The salesperson accesses the customer service server 10 from the terminal device 303 installed in the sales office, for example, via the network using the WAN and the LAN cable C1 (S141). With respect to its own charge, a district or property is selected by the terminal device 303 (S142), and the customer service server 10 receives the selection of the map or the property via the WAN or the LAN cable C1 (S143).
[0147]
Then, the map information of the necessary district is searched from the map information database DB21 stored in the memory M1, and the map of the relevant district is simultaneously extracted with the property existing in the range of the district. Are read by the control means 2 (S144, S145), and transmitted to the terminal device 303 (S146).
[0148]
Here, the district and the property can be simply specified by the property to be visited by the salesperson, but the district is selected, and the property within the range and all the properties in charge of the salesperson are selected. May be selected at a time, or even a collective selection may be made as long as individual properties can be individually deleted.
[0149]
Also, here, the map of the district and the locations of all the properties in the district are transmitted from the customer service server 10 to the terminal device 303, but by displaying all the properties relating to the district irrespective of the presence or absence of the visit. Thus, it is possible to broaden the response of the sales rep, such as recognizing an unconscious property or visiting a nearby property at the same time.
[0150]
Then, when the position of the property is displayed on the map, a plurality of predetermined marks may be prepared to discriminate whether or not a visit has been selected and whether or not the person is in charge.
[0151]
Then, the salesperson receives the map and the information on the position of the property transmitted from the customer service server 10 (S147), and displays the map on the display device of the terminal device 303 (S148).
[0152]
In this way, by displaying a map showing the location of the property from the customer service server 10 to the terminal device 303, the salesperson can grasp the property existing in the vicinity other than the desired property. It is also possible to make aggressive decisions such as incorporating as a visit destination. In addition, the map display once displayed on the terminal device 303 can be switched to another district, and the process returns to the initial step S142 and another district may be selected. Here, the selection of the district may be selectable regardless of the charge of the sales representative.
[0153]
As described above, a necessary property is selected and a visit schedule is created from the state in which a map showing the positions of a plurality of properties is displayed on the terminal device 303 (S151).
[0154]
For each of the properties displayed on the display device of the terminal device 303, and the necessity is distinguished by a predetermined mark, the sales representative visits the property while adding or deleting the necessity. The property as the destination is selected (S152). In addition, the sales representative sets a visit time as necessary (S153), inputs a schedule creation to the terminal device 303, and requests the customer service server 10 to create a schedule for the selected property (S154). .
[0155]
Upon receiving the schedule creation input to the terminal device 303, the customer service server 10 (S155) calculates the distance between a plurality of properties existing in the predetermined area for a predetermined combination, and the calculated distance is calculated. The travel time between the properties is calculated based on the distance (S156). In this case, when a starting point related to the moving distance, such as the sales office of the salesperson, is required, the calculation is performed including that.
[0156]
Here, when calculating the travel time, a straight-line distance on a map may be used as the distance between the properties, or a travel distance or the like may be used as when traveling along a road. You may do so. The travel time can be calculated by dividing the straight distance and the travel distance by the travel distance per unit time. When the travel time is calculated based on the travel distance, a predetermined coefficient may be multiplied to the travel distance per unit time according to the type of road along the road (main highway, side road, or the like).
[0157]
Then, based on the calculated moving time between the properties, the moving order in the case of moving between a predetermined number of properties is determined (S157). In this case, for example, for each combination of a plurality of properties, the respective travel times may be summed, and the combination of properties having the shortest total travel time may be selected as the optimal travel route.
[0158]
Here, regarding the selection of the moving route, the method of selecting the moving route may be changed according to the number of properties. For example, if the number of properties is several, the travel time is totaled based on the combination for all properties. If the number of properties is 20 to 30 or more, the number of combinations is too large. By using the mathematical solution of the system, the travel route with the shortest travel time is calculated.
[0159]
As described above, the travel route that has selected all of the desired properties as a visit target is transmitted to the terminal device 303 (S158).
[0160]
Then, the terminal device 303 that has received the moving route displays the map and the moving route (S159). When this travel route is displayed, for example, based on the above calculation, the order of visiting the visited properties is displayed starting from the business office or the like, and the total travel time obtained by adding the travel time between the properties and the visit time is indicated. be able to. It is preferable that such a map display and a movement route display are switched so that a desired display is selectively displayed on the front by a so-called window display as a display form in which a sheet is overlaid on a screen. Then, it is possible to add or remove the visited property to the created travel route. For example, in a state where the map display is selected, the process returns to step S152, and the schedule creation input can be executed again.
[0161]
In addition, the created and displayed travel route can be changed to a visit order different from the visit order of the shortest travel route. For example, when the user wants to visit a specific property early or late in the day, or when he / she wants to prioritize the order of visits, he or she makes an input to correct the display of the travel route (S160). ), Recalculate by the customer service server 10 (S161), transmit the corrected travel route to the terminal device 303 (S162), return to step S159, and display the corrected travel route on the display device of the terminal device 303. I do. Further, the remaining moving route may be recalculated by fixing the moving order of the specific portion.
[0162]
Then, the created travel route is input to the terminal device 303 (S163), a visit schedule including the input travel route is registered in the memory M1 of the customer service server 10 (S164), and the visit schedule is registered. By doing so, the business schedule of the sales representative can be set. In addition, it is possible to anticipate a predetermined time as the stay time of the property visited by the sales representative, and when the SE performs an inspection work on the facilities, it is necessary to individually set the required time for each property. is there.
[0163]
[SE location confirmation operation]
Next, an operation of the customer service server 10 arranging an SE for a predetermined property in the operation of the above embodiment will be described.
[0164]
This operation is, for example, executed in step S15 shown in FIG. 4, and is also executed as needed by a person other than the SE when the reception manager arranges a salesperson or the like.
[0165]
FIG. 14 is a flowchart showing an operation of confirming the current position of the SE or the like in the above embodiment, confirming the current position, and requesting the SE or the like to go to the site.
[0166]
First, the customer service server 10 reads the map information of the corresponding district from the map information database DB21 based on the position information of the specific property, and displays the map information on the display unit 3 (S171). This operation can be executed when the property is specified based on the call by telephone call in step S21 shown in FIG. 4. In addition, the receptionist selects and displays the district by confirming the property by telephone call. Alternatively, the position of the property may be specified.
[0167]
Then, the receptionist checks the position of the terminal device 301 at the destination, and inputs the checked position to the customer service server 10 (S172). In this case, the outgoing terminal device 301 is not limited to an SE or a notebook personal computer carried by a salesperson, but may be a device including a mobile phone including a PHS, and the customer service server 10 is connected via the GPS satellite 401. Alternatively, the current position of the SE or the salesperson is acquired via the PHS position information center 402 (S173).
[0168]
Based on the acquired SE or sales representative's location information, the customer service server 10 displays a map on which the property is located, and displays the SE or the sales representative within the display range with a predetermined mark. (S174). When the predetermined mark is displayed, it is desirable that the SE and the salesperson are displayed with different marks, and should be distinguished from the display indicating the location of the property. Further, the personal name may be displayed together with the mark indicating the SE and the salesperson, or the personal information based on the mark may be displayed by a separate operation.
[0169]
In this case, when the predetermined property is displayed together with the map, the customer service server 10 determines the distance and movement between the SE or the salesperson present within the range of the displayed map and the predetermined property. The time is calculated (S175). In this way, by determining and displaying the nearest SE or the like, the nearest SE or the like can be determined for a property requiring urgent arrangement. The determination result may be displayed as it is on the map as it is, and the travel time from the work end time is calculated for the SE based on the schedule registered in the memory M1, and the shortest is determined. It is also possible to select an SE that can be reached in a certain time.
[0170]
From this result, the receptionist can specify the SE or the like to arrange, and can arrange an emergency visit to the property (S176). Although it is possible to contact the SE directly by telephone or the like, if an emergency arrangement is input to the customer service server 10 via the input means 5, a predetermined information including the position of the displayed property name and address can be obtained. The notification can be made by sending a mail in a format (S177).
[0171]
By such an operation, not only can the customer service server 10 grasp the position of a predetermined property, but also if the dispatch of an SE or the like is urgently arranged, the SE or the like existing in the vicinity is grasped. Can be dispatched to the site. The above operation can be executed in the dispatch request operation in step S31 shown in FIG.
[0172]
In addition to the operation shown in FIG. 14, at the time of performing each map display in the above embodiment, the customer service server 10 reads out the map information of the district and exists within the range where the map is displayed. Search for the property, extract the location information of the relevant property, obtain the current position of each SE, sales representative, etc., extract the SEs, etc. existing within the range, distinguish each by a predetermined mark, You may make it display on a map.
[0173]
According to the above embodiment, the position of the property (building) as a customer is displayed on the map, which is convenient when visiting the customer, and also allows the user to check the surroundings in advance even when urgently rushing. Useful.
[0174]
Also, according to the above embodiment, the travel time to the property is calculated based on the travel distance to the property position, or the travel time is calculated directly. Can be moved to.
[0175]
Furthermore, according to the above-described embodiment, the moving distance is determined along the distance of the route between two predetermined properties, so that a relatively realistic distance can be grasped, not just a linear distance. .
[0176]
Then, according to the above embodiment, since the conversion is performed by applying the unit time to the moving distance, a relatively realistic moving time can be grasped.
[0177]
Further, according to the above embodiment, the travel distance or travel time between all the properties is calculated, and then the shortest distance or the route that can be connected in the shortest time is selected, so that a visit plan can be easily made.
[0178]
Furthermore, according to the above embodiment, since the position of each property and the current position of at least one SE are shown on the displayed map, the position of the SE can be recognized, and an instruction can be given if necessary. , The nearest SE can be determined in an emergency, and a quick response to the customer is possible.
[0179]
Then, according to the above embodiment, the SE can easily refer to the property information in his / her area of responsibility.
[0180]
Further, according to the above-described embodiment, by adding CTI to the map information, the position of the customer having the contact information can be quickly specified, and the customer can be promptly arranged.
[0181]
The “CTI” is an abbreviation of computer telephony integration, and is a new communication system realized by integrating a computer with a telephone / communication device. A call center for receiving calls from customers is a typical application field, and CTI is indispensable for improving customer service and increasing productivity. Not only voice but also email and facsimile are being integrated.
[0182]
“Computer telephony” is a general term for technologies that provide new telephone services by fusing telephones and computers. By integrating a voice network such as an extension telephone network or a telephone network with a network such as a LAN, it is possible to easily construct an application for searching a customer database from a telephone number in a field such as telemarketing.
[0183]
Specifically, a method in which a personal computer equipped with a telephony board is also used as a telephone, by connecting a LAN customer service server 10 to a private branch exchange (PBX), And the like.
[0184]
Using a GUI (Graphical User Interface) of a personal computer, a telephone can be displayed on a screen, and a telephone call can be made when necessary from an application such as a database or an e-mail.
[0185]
By the above operation, the customer service server 10 transmits and receives information to and from the site while managing various information. In the customer service system CSS1, a fire receiver installed in a property such as a general property 202 having a transfer function, an automatic fire alarm facility 203 with a crime prevention function, and an automatic fire alarm facility 204 with a spread automatic test function. A plurality of fire receivers having an interface (not shown) for transmitting status information are intensively connected to the customer service server 10 via a dedicated line based on ISDN, and the status information of the fire receiver in each property is provided. Is received, and a plurality of terminal devices, such as the terminal device 301 of the destination, the terminal device 302 of the cooperating company, and the terminal device 303 of the business office, are connected to the customer service server 10 via the LAN or the Internet NW. In addition, the terminal devices at various locations can take in the information collected in the customer service server 10.
[0186]
By aggregating and distributing information to the customer service server 10, there is an advantage that information management can be performed comprehensively. A plurality of fire receivers transmit and receive status information and the like only to the customer service server 10. It is sufficient to execute it. In addition, the related trader can refer to information on a number of fire receivers by transmitting and receiving data to and from the customer service server 10 via the terminal device. It is possible for the customer service server 10 to centrally manage restrictions on information and the like that can be handled by related companies.
[0187]
Further, the customer service server 10 is installed at the customer service center 100, and from many general properties 201 including the property 202 and the like, it is possible to receive telephone calls to the customer service center 100. To the necessary terminal device 301 or the like.
[0188]
【The invention's effect】
The invention according to claims 1, 6 to 10 has an effect that, when performing periodic inspections of a plurality of customer properties, it is easy to determine the order of the periodic inspections in order to minimize the travel time. .
[0189]
The invention according to claims 2 to 5 has an effect that when a call is received from a customer, the position of the customer's property can be quickly grasped.
[Brief description of the drawings]
FIG. 1 is a diagram showing an overall image of a customer service system CSS1 having a customer service server 10 according to an embodiment of the present invention.
FIG. 2 is a block diagram showing a specific example of the customer service server 10 according to the embodiment.
FIG. 3 is a diagram showing a specific example of a memory M1 in the embodiment.
FIG. 4 is a flowchart showing an operation at the time of handling a call in the embodiment.
FIG. 5 is a flowchart showing an operation of notifying from the fire receiver when a failure occurs when the automatic test function of the fire receiver is executed in the embodiment.
FIG. 6 is a flowchart showing an operation of calling an ID from the customer service server 10 to each fire receiver in the embodiment.
FIG. 7 is a flowchart showing an operation when a recovery operation is input from the customer service server 10 to an individual fire receiver in the embodiment.
FIG. 8 is a flowchart showing an operation in the case where the terminal device 301 at the destination retrieves information on a predetermined property from the customer service server 10 in the embodiment.
FIG. 9 is a flowchart showing an operation in a case where the terminal device 301 at the destination retrieves information on a predetermined product from the customer service server 10 in the embodiment.
FIG. 10 is a flowchart showing an operation of specifying a property based on a telephone number in the embodiment.
FIG. 11 is a flowchart illustrating an operation of specifying a property based on abnormality information received from a fire receiver in the embodiment.
FIG. 12 is a flowchart showing an operation in automatically creating a visit schedule in the embodiment.
FIG. 13 is a flowchart showing an operation in automatically creating a visit schedule in the embodiment.
FIG. 14 is a flowchart showing an operation of confirming the current position of the SE or the like, confirming the current position, and requesting the SE or the like to go to the site in the embodiment.
[Explanation of symbols]
CSS1 ... Customer service system,
100 ... customer service center,
10. Customer service server,
1 ... receiving means,
2. Control means,
3 display means,
4 ... transmission means,
5 input means,
M1 ... memory,
201, 202… General property,
203… Automatic fire alarm with security function,
204… Automatic fire alarm with automatic test function
301: Terminal equipment on the go
302: terminal equipment of a cooperating company,
303: Terminal equipment of a sales office,
401 ... GPS satellite,
402 ... PHS location information center,
NW ... Internet.

Claims (10)

Transmitting and receiving means for transmitting and receiving to and from a plurality of terminal devices via a network;
Storage means for storing customer information and map information relating to the property to be managed;
Map display means for displaying a map based on the map information;
Display control means for detecting the position of the property included in the customer information and displaying the detected position of the property in a manner superimposed on the displayed map;
A customer service server comprising: Transmitting and receiving means for transmitting and receiving to and from a plurality of terminal devices via a network;
Storage means for storing customer information and map information relating to the property to be managed;
Map display means for displaying a map based on the map information;
Display control means for detecting the position of the property included in the customer information, and displaying the detected position of the property in a superimposed manner on the displayed map;
Calculating means for calculating a moving distance or a moving time between at least two of the plurality of properties displayed on the map;
A customer service server comprising: In claim 2,
A customer service server, wherein the travel distance is a distance between two properties for which the travel distance is to be calculated, and is a distance along the set route. In claim 2 or claim 3,
The customer service server, wherein the travel time is a time obtained by dividing the travel distance by a predetermined speed. In any one of claims 2 to 4,
The calculating means calculates a plurality of travel distances passing through all the properties, and selects the shortest distance route among the calculated plurality of travel distances, or passes through all the properties. A customer service server, wherein the customer service server is means for calculating a plurality of travel times to be performed, and selecting a shortest route from the plurality of calculated travel times. Transmitting and receiving means for transmitting and receiving to and from a plurality of terminal devices via a network;
Storage means for storing customer information and map information relating to the property to be managed;
Map display means for displaying a map based on the map information;
Detecting the position of the property included in the customer information, displaying the detected position of the property superimposed on the displayed map, and displaying the current position of at least one worker. Display control means for displaying;
A customer service server comprising: In claim 6,
Movement calculation for individually calculating the moving distance or the moving time from the position of the property to the current position of each worker when designating one of the properties included in the customer information. A customer service server comprising means. Transmitting and receiving means for transmitting and receiving to and from a plurality of terminal devices via a network;
Storage means for storing customer information and map information relating to the property to be managed;
Map display means for displaying a map based on the map information;
Display control means for detecting the position of the property included in the customer information, and displaying the detected position of the property in a superimposed manner on the displayed map;
Icon display control means for displaying a plurality of icons corresponding to the property on a map displayed by the map display means;
Information display means for displaying one of a plurality of pieces of customer information on the property by selecting and operating the icon;
A customer service server comprising: Transmitting and receiving means for transmitting and receiving to and from a plurality of terminal devices via a network;
Storage means for storing customer information and map information relating to the property to be managed;
Map display means for displaying a map based on the map information;
Area determining means for determining an area corresponding to a telephone number obtained when receiving a telephone call from a customer;
A map corresponding to the area determined by the area determination means is detected from the storage means, the detected map is displayed on the map display means, and the position of the property included in the customer information is detected. Display control means for detecting the position of the property and superimposing the detected position of the property on the displayed map;
A customer service server comprising: In claim 9,
The customer service server, wherein the display control means is means for causing the display means to display customer information on the searched property.

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