JP2005025665A - Customer access information report system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer access information report system enabling a person in charge to grasp the access history from a customer without performing a special operation and rapidly respond thereto to improve the business efficiency and customer services to solve the problem that since the access of the customer is conventionally recognized in reference to independent histories of a plurality of channel applications, the work is complicated, and the response to the access from the customer cannot be quickly performed. <P>SOLUTION: Access history for accesses to various channels by the customer is stored in the access information report management table of a database in conformation to person-in-charge information for the customer. A server (CRM application) retrieves a database according to a periodic request from a terminal, and when the access history corresponding to the person-in-charge information of a requesting source is present, it is outputted to the terminal of the requesting source, and the access from the customer is reported and displayed to a person in charge in the terminal device. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a customer access information notification system as a CRM system for making contact with customers in a financial / securities company, and in particular, a person in charge can quickly grasp customer trends without performing any special operations. The present invention relates to a customer access information notification system that can improve business efficiency and customer service.

  In recent years, financial and securities companies have introduced multi-channel CRM (Customer Relationship Management) systems that contact customers via multi-channel such as face-to-face, telephone, e-mail, and web pages. It provides information, orders received from customers, complaints, customer requests, and requests.

Such a multi-channel CRM system will be described with reference to FIG. FIG. 11 is a schematic functional configuration diagram of a conventional multi-channel CRM system.
As shown in FIG. 11, in the multi-channel CRM system, when a customer wants to contact a financial / securities company, the customer goes to the store, makes a call, sends an e-mail, It is possible to access through various channels such as

  Access in each channel is realized by each channel application, and each channel application stores a history of access in each system.

  For example, when a customer who came to a store meets a teller and sends a request to the teller, the teller operates the CRM application terminal and contacts that include customer information, contact date and time, and contact details in the CRM application. Store the history in the CRM database.

  When a customer accesses by telephone, the customer is connected to a CTI (Computer Telephony Integration) system call center, and the CTI system stores a power reception history including customer identification information, access date / time, and contents in a database of the CTI system. .

In the case of electronic mail, a reception record including customer identification information, reception date / time, sender's mail address, and mail text is stored in the database of the mail system.
Similarly, when a customer obtains information from a website such as a home page, the customer's identification number, access date / time, number of times, etc. are used as an access log in a database provided in a web server that provides the web page. Remember.

  As described above, in the conventional CRM system, since the access history is stored for each channel application, the person in charge can check whether the customer in charge is accessing via the CRM application. The trend of customers was grasped by referring to the history data (contact history, power reception history, reception history, access log) of all channel applications.

  In addition, as a system that performs information processing through conventional multimedia, sales and support that can share information about customers among manufacturers, customers, dealers, distributors, etc. via voice signals, e-mail, Web, etc. There was a system (see Patent Document 1).

JP 2002-109194 A (page 5-9)

  However, in the conventional multi-channel CRM system, the person in charge cannot know the trend of the customer without referring to all the history data stored in each channel application separately, and the reference work is complicated and inconvenient. In addition, there is a problem that even if there is an access from the customer, it cannot be handled in a timely manner and the customer's expectation may not be met.

  The present invention has been made in view of the above circumstances. Regardless of the type of channel accessed by the customer, the access information is collectively managed and the customer access is notified to the person in charge. It is possible to grasp customer trends without performing special operations to check whether or not there is access from the customer, and to improve operational efficiency and customer service by responding to customer access in a timely manner. It is an object of the present invention to provide a customer access information notification system capable of performing the above.

  The present invention for solving the problems of the above-mentioned conventional example includes a plurality of channel applications that accept access from a customer and store an access history including a customer code of the customer of the access source for each access, a customer code, and the customer A customer access information notification system comprising a database for storing customer information including a person-in-charge code corresponding to a code, and a server for searching the database to which a plurality of client terminals can be connected. Based on the access history stored in each application, the database includes a table that stores each access history and a person-in-charge code corresponding to the customer code included in each access history, When a search request with a person-in-charge code is entered from the client terminal, It is a server that reads out the access history corresponding to the person-in-charge code from the table and displays it on the requesting client terminal, and displays the access history from the customer in the database regardless of the type of channel application. Even if the person in charge does not check the access from the customer for each channel application, if there is an access from the customer, the notice can be displayed on the client terminal used by the person in charge.

  In the customer access information notification system according to the present invention, the database periodically acquires an access history from the channel application, refers to the customer information, and acquires the access history and the customer code included in the access history. The database is provided with an access information acquisition means for storing the person-in-charge code corresponding to the table in the table, and the channel application does not have means for writing the access history to the table in the database. The access history of the channel application can be stored in a table to notify the person in charge.

  In the customer access information notification system according to the present invention, the database table stores a link destination that displays detailed information for each access history, and the server stores the client terminal from the client terminal. When an instruction to display a link destination of a specific access history is input, a link destination corresponding to the access history is accessed with reference to the table, and detailed information of the access history is displayed and output on the client terminal It is characterized by being a server, and only a summary of access is displayed in an easy-to-understand manner on the notification screen, and more detailed information can be displayed with a simple operation.

  In the customer access information notification system according to the present invention, the database corresponds to each access history and a person-in-charge code corresponding to the customer code included in each access history based on the access history stored in each channel application. When a search request with a person-in-charge code is input from the client terminal, the access history corresponding to the person-in-charge code is read from the table and displayed on the requesting client terminal. Customer access information notification system, so that the person in charge does not need to check whether there is access from the customer by acquiring the customer access history separately from multiple channel applications. The notification display of It can easily grasp was, it is possible to improve operational efficiency, there is an effect that can be quickly in response to the access of the customer to improve the customer service.

  In the customer access information notification system of the present invention, the database periodically acquires the access history from the channel application, refers to the customer information, and corresponds to the acquired access history and the customer code included in the access history. Since the customer access information notification system includes an access information acquisition unit that associates and stores the person-in-charge code in a table, even if the channel application does not include a unit for writing an access history in a table in the database, The access history of the channel application can be stored in a table to notify the person in charge, and even when the number of channel application types increases, the access information acquisition destination setting in the access information acquisition means is changed. Only need to change the system There is an effect that may correspond to.

  In the customer access information notification system according to the present invention, the database table stores a link destination for displaying detailed information for each access history, and the server stores a specific access history from the client terminal. When an instruction to display a link destination is input, a customer access information notification system that refers to a table, accesses the link destination corresponding to the access history, and displays and outputs detailed information of the access history on a client terminal In the notification screen, only the access summary is displayed in an easy-to-understand manner, and more detailed information can be displayed with a simple operation. The person in charge understands only the access overview on the notification screen and knows more details. If you want to get detailed information with a simple operation, you can improve the usability and operational efficiency of the person in charge. There is an effect that can.

Embodiments of the present invention will be described with reference to the drawings.
The function realizing means described below may be any circuit or device as long as it can realize the function, and part or all of the function can be realized by software. is there. Furthermore, the function realizing means may be realized by a plurality of circuits, and the plurality of function realizing means may be realized by a single circuit.

  The access information notification system according to the present invention stores access histories that a customer has accessed through various channels in a database in association with person-in-charge information of the customer, and the server periodically requests from the client terminal. If there is an access history corresponding to the requester's person-in-charge information, it is output to the client terminal of the requester and the person in charge is notified of the customer's access at the client terminal. Regardless of the type of channel, it is possible to immediately notify the person in charge of customer access regardless of the type of channel, and the person in charge can monitor customer trends without performing operations that refer to the customer's access history. It is possible to quickly grasp and take a timely response, and to improve the convenience of the person in charge and customer service. .

  In the access information notification system of the present invention, the link destination of detailed information corresponding to each access history is stored in the database, and when the client access history is displayed on the client terminal, the link destination When a display instruction is input, the server accesses the link destination stored in the database and displays and outputs detailed information on the client terminal. It is possible to immediately know the detailed contents of access, and to further improve the business efficiency and customer service.

  The customer access information notification system according to the embodiment of the present invention is the customer who has accessed the access history (access history data) accessed by the customer through various channels based on the customer information stored in the CRM database. Is stored in the CRM database access information notification management table in association with the information of the person in charge of the person in charge, and the CRM application terminal used by the person in charge periodically issues an inquiry request with the person-in-charge code that is logged on to CRMWeb. Output to the server, the CRM Web server searches the access information notification management table, and notifies the requesting terminal if there is access history data corresponding to the person-in-charge code. Even if you don't check the access history every time, You will be notified if there is access, so you can easily grasp customer trends, improve the convenience of the person in charge, improve business efficiency, and provide customer service with timely response. It can be improved.

First, an outline of functions of a customer access information notification system (present system) according to an embodiment of the present invention will be described with reference to FIG. FIG. 1 is a schematic functional configuration diagram showing an outline of a customer access information notification system according to an embodiment of the present invention.
As shown in FIG. 1, this system is a multi-channel CRM system that can be accessed by a customer through a plurality of types of channels, like a conventional CRM (Customer Relationship Management) system. The CRM application includes a CRM application for supporting business operations of securities and finance in the intranet, and a CRM database as a database in the CRM system.

  As with the conventional CRM system, this system acquires and stores an access history for each channel application when a customer accesses through various channels such as storefront, telephone, e-mail, and homepage. It is what. Accordingly, the channel application in this system includes means for acquiring an access history (system or application) and means for storing the access history (database). That is, the channel application is an integrated system including the access history acquisition unit and the access history storage unit.

  Specifically, when a customer contacts a counter at the store, the contact history is stored in the contact history in the CRM database via the CRM application, and the customer calls the call center. The access history is stored in the power reception history of the CTI system. Further, the access history when the customer has sent an e-mail is stored in the reception history of the mail system, and when the home page is browsed, it is stored in the access log of the Web application. The contents of the history information stored may be the same as the conventional one.

  The feature of this system is that the access history information stored independently for each channel application is referred to the customer information table, and the information on the person in charge of the accessing customer is associated with the history information. , Collectively stored in the access information notification management table in the CRM database, and the CRM application terminal periodically inquires with the person-in-charge code, and the person-in-charge code in the access information notification management table If there is access history data corresponding to, the terminal displays a notification that the customer has accessed via the CRM application.

  In this system, the processing for storing the access history in the access information table of the CRM database is different for each channel application. This process will be described later in detail.

  As a result, the person in charge can easily know that there was an access from the customer by notifying all the access history for each channel by the notification from the CRM application, and grasp the trend of the customer. Can take a timely response.

Next, the configuration of this system will be described with reference to FIG. FIG. 2 is a configuration block diagram of this system.
As shown in FIG. 2, this system includes a plurality of client terminals 1 a to 1 n that are CRM clients for intranet clients, a CRM database 3 that stores various data, and a CRM database based on requests from the client terminals 1. 3 includes a CRM Web server 2 that searches 3, a mail system 4 in which a customer transmits an e-mail, a Web application 5 in which the customer browses a Web page, and a CTI system 6 including a call center that the customer accesses by telephone. ing.

Each component will be described.
The mail system 4 and the Web application 5 are the same as the conventional ones. The mail system 4 stores a reception history in the system, and similarly, the Web application 5 stores an access log.

  The CTI system 6 responds by voice to a customer's telephone access in the same manner as in the past, and stores an access log therein, but the IVR (Interactive Voice Response) program of this system This processing is partly different from the conventional one.

The IVR program of this system writes access history data into the access information notification management table 33.
Specifically, when a customer accesses the CTI system by telephone, the IVR program stores the reception date and time, the customer code and the access contents as an access log as in the conventional case. The customer information table 32 of the database 3 is searched using the customer code as a key, the person-in-charge code corresponding to the accessed customer code is read, the access history data and the person-in-charge code are associated with each other, and the access information notification management table 33 is stored.

  In this example, the IVR program writes the access history data to the access information notification management table 33. However, in the case of a CTI system having an IVR program that performs the same processing as in the prior art, the access described later is performed. The information acquisition unit 34 may periodically monitor the access log of the CTI system 6 and acquire a new access history.

  The client terminal 1 is provided at a window and is used as a customer service terminal, or a business person in charge uses a trading business, information collection, or analysis. In the example of FIG. 2, the client terminal 1a is a terminal installed at a window, and the client terminal 1n is a terminal used by a person in charge. The CRMWeb application of the client terminal 1 of this system is partially different in processing from the conventional one.

  The client terminal 1a provided at the window outputs, to the CRM Web server 2, a contact history including information on customers who have visited the store, contact time, and contact contents by operating the counter. The operation at this time is the same as the conventional one.

  The client terminal 1n used by the person in charge, as a feature of this system, attaches the person-in-charge code that is logged on, periodically inquires the CRMWeb server 2, and accesses from the CRMWeb server 2 corresponding to the person-in-charge code. When the notification information including the history data is returned, a pop-up display is made to notify that there is an access from the customer in charge based on the notification information.

The CRM Web server 2 stores the contact history input from the client terminal 1 a in the contact history table 31 of the CRM database 3.
In addition, when an inquiry with a person-in-charge code is input from the client terminal 1n, the CRM Web server 2 searches the access information notification management table 33 in the CRM database 3 to obtain access history data corresponding to the person-in-charge code. This is read to generate display data of the notification information and output it to the client terminal 1n.

  The CRM database 3 includes a contact history table 31 for storing the contact history from the client terminal 1, a customer information table 32 for storing various information about the customer, and a multi-channel via the multi-channel which is a feature of this system. An access information notification management table 33 for storing access history in association with a person in charge, access information acquisition means 34 for acquiring history information from the mail system 4 and the Web application 5, and a contact history from the client terminal 1. A database trigger 35 is provided for storing data in the access information notification management table 33 when a customer code is input.

Here, the customer information table 32 of the CRM database 3 will be described with reference to FIG. FIG. 3 is a schematic explanatory diagram of the customer information table 32.
As shown in FIG. 3, the customer information table 32 of this system includes a customer code, which is a customer identification number, and customer information corresponding to the customer code such as name, address, telephone number, email address, family structure, annual income, Various information such as asset status, account number, and transaction status is stored. In addition, a person-in-charge code, which is an identification number of a person in charge who provides information or responds to buying and selling orders, is stored in association with each customer.
The customer information stored in the customer information table 32 is information entered by the customer when opening an account, or information accumulated by the present system during a transaction.

  Further, the access information acquisition means 34 of the CRM database 3 is a characteristic part of the present system. The mail reception history (access history) stored in the mail system 4 and the Web application 5 is stored in each application. The Web access log is periodically checked, and when a new access history is stored, it is stored in the access information notification management table 33 of the CRM database 3.

  At that time, when the access information acquisition unit 34 acquires new access history data from the reception history of the mail system 4 or the access log of the Web application 5, the access information acquisition unit 34 searches the customer information table 32 using the customer code included in the access history data as a key. The person-in-charge code stored in correspondence with the customer code is read out and stored in the access information notification management table 33 in association with the access history.

  By providing the access information acquisition means 34, it is possible to periodically acquire access history data from history information uniquely acquired and stored by a plurality of channel applications and store them in the CRM database 3 collectively. It is what is possible.

  The channel application from which the access information acquisition unit 34 acquires the access history is set in the CRM database 3 or the access information acquisition unit 34 in advance, and the setting can be changed at any time. For this reason, even when the types of channel applications accessed by customers increase, it is only necessary to change the setting of the acquisition destination where the access information acquisition means 34 periodically acquires the access history, and it is possible to easily cope with system changes. It is something that can be done.

  The database trigger 35 of the CRM database 3 is stored in the access information notification management table 33 when contact history (access history data) and customer code are input from within the CRM application, that is, from the client terminal 1a. is there.

  Specifically, when the contact date and time and customer code data are input to the contact history table 31 from the client terminal 1a via the CRM Web server 2, and further, these data are input to the database trigger 35, the database trigger 35 The person-in-charge code corresponding to the customer code is read from the customer information table 32, and the contact history and the person-in-charge code are associated with each other and stored in the access information notification management table 33.

Next, the access information notification management table 33, which is a characteristic part of this system, will be described with reference to FIG. FIG. 4 is a schematic explanatory diagram of the access information notification management table 33.
As shown in FIG. 4, the access information notification management table 33 includes access history data (access history), a notification person-in-charge code corresponding to the customer code of the accessing customer, and links to detailed information on the access contents. The destination and a notification completion flag indicating whether the notification is completed are stored. Further, as access history data, access channel identification information indicating from which channel the access is made, a customer code of the accessing customer, and access contents indicating an outline of the access contents are stored.

In the example of this system, access channels include “CRM AP (CRM application)”, “call center (CTI system)”, “mail”, “homepage”, and the like.
In addition, as the access contents, the access date and time, the question presented by the customer in the access, the contents of the order, etc. are entered, but in this system, the items stored as the access contents for each channel application are determined in advance. It is what. For example, in the case of a CRM application (window), data of items such as “purpose” and “responder”, and in the case of mail, “title” are input by the operation of the responder. Then, the client terminal 1 of the person in charge is notified based on the contents stored here. The notification display screen will be described later with reference to FIG.

  The notification person-in-charge code is a person-in-charge code corresponding to the customer code of each access history. In this system, each access history and the person-in-charge code are associated with each other and stored together in the CRM application, thereby facilitating processing when notifying customer trends for each person in charge, The person in charge can be notified promptly.

  The link destination is data of a link destination for browsing more detailed information of “access contents” of each access history. For example, as a link destination, in the case of access by e-mail, the text of the e-mail sent from the customer stored in the e-mail DB of the e-mail system, or in the case of buying and selling order, the information on the specified brand or the customer's account Links to information and transaction history.

  The notification completion flag indicates whether or not each access history is confirmed as a result of notifying the person in charge, and the notification completion flag of the unconfirmed access history data stores “0” and has been confirmed. In the access history data, “1” is stored as a notification completion flag. When notifying the person in charge, only the access history data having the notification completion flag “0” is selected and notified, so that the same information is not repeatedly displayed.

Then, the access history data in which the notification completion flag is set to “1” is erased from the access information notification management table 33, for example, after a predetermined time or before starting the next day, and stored in the storage area of the access information notification management table 33. You may make it aim at effective utilization.
The notification completion flag is set by the CRM Web server 2 and will be described later.

Next, writing of access history data to the access information notification management table 33 in this system will be described with reference to FIGS. FIG. 5 is a sequence diagram illustrating writing of access history data to the information notification management table 33 when a customer visits a store.
As shown in FIG. 5, when a salesperson at a window in contact with a customer operates a client terminal 1 equipped with a CRMWeb application and inputs a contact history (S 1), the client terminal 1 transfers to the CRMWeb server 2. The data is output and the CRM Web server 2 stores the contact data including the customer code in the contact history table 31 (S2).

  Then, when the contact information and customer code indicating the contact content (date, content, responder, etc.) of the items preset in the database trigger 35 are sent from the contact history table 31 (S3), the database trigger 35 The customer information table 32 in the CRM database 3 is searched (S4), the person-in-charge code corresponding to the customer code is read out (S5), and the access history and the person-in-charge including the contact date / time, customer code, and contents in the access information notification management table 33 The person code is stored (S6).

  Further, the database trigger 35 stores an account number corresponding to the customer code or access contents and an address where information related to the product can be viewed in the access information notification management table 33 as a link destination. In this way, access history data when a customer is contacted in the CRM application is stored.

Next, a case where the CTI system is accessed will be described with reference to FIG. FIG. 6 is a sequence diagram showing the writing of access history data to the information notification management table 33 when a customer accesses the CTI system.
The CTI system of this system stores the access history in the CTI system (a system different from the CRM database in the intra), and the CTI system application (IVR program) is associated with the person-in-charge code based on the access history. It is stored in the CRM database.

  As shown in FIG. 6, when the customer calls the CTI system call center (S11), and the customer code, password and telephone number are output to the IVP program and authenticated (S12), the IVR program accesses the CTI access. A customer code and a telephone number are output as an access log in the log table, and stored with an access date and time (S13).

Then, the IVR program searches the customer information table 32 in the CRM database 3 using the customer code as a key (S14), reads the person-in-charge code corresponding to the customer code (S15), and is preset in the access information notification management table 33. The access history data including the access date and time, customer code, and contents, which are the items, and the person-in-charge code are stored in association with each other (S16). Further, the IVR program stores in the access information notification management table 33 as a link destination an address at which information related to the customer code or access contents can be viewed.
In this way, access history data when there is an access by telephone is stored.

Next, the case where the mail system or the Web page is accessed will be described with reference to FIG. FIG. 7 is a sequence diagram showing the writing of access history data to the information notification management table 33 when the customer accesses the mail system.
When there is an access to a mail system or a web page, the access history is stored in the mail system or in a database corresponding to the web server, which is different from the CRM database. Since the Web application cannot write to the CRM database, the access information acquisition unit 34 of the CRM database 3 writes to the access information notification management table 33.

Here, a case of a mail system will be described as an example.
As shown in FIG. 7, when a customer sends a mail to the mail system (S21), the mail server receives the sent mail, and the mail database (mail DB) receives the mail, the received date and time, and the sender's mail address. (S22). The processing so far is the same as the conventional one.

  On the other hand, the access information acquisition means 34 of the CRM database 3 periodically accesses the mail DB of the mail system, and if there is a new reception history, the reception date / time of the reception history, the mail title, the mail address of the transmission source, etc. (S23, S24). The reception history is given a serial number for each reception, and the mail DB or the access information acquisition means 34 determines whether the information is new information based on this number.

  Then, the access information acquisition means 34 searches the customer information table 32 using the mail address of the new reception history as a key (S25), acquires the person-in-charge code corresponding to the mail address (S26), The person-in-charge code is associated and stored in the access information notification management table 33. Furthermore, the access information acquisition unit 34 stores an address where the contents of the mail can be viewed in the access information notification management table 33 as a link destination. In this way, access history data when there is an access by mail is stored.

  Although the case of mail has been described here as an example, when a web page is accessed, a web server that provides a web page instead of the mail server in FIG. 6 and a web server instead of a mail DB are supported. The processing of the access information acquisition means 34 is the same as in the case of mail except that the database to be added is added to the configuration and the data of the access log is stored in the database.

Next, the operation when notifying the client access information used by the person in charge of the customer's access information will be described with reference to FIG. FIG. 8 is a schematic explanatory diagram illustrating an operation of notifying the client terminal 1 of customer access information.
As shown in FIG. 8, when the person in charge logs on to the client terminal 1 used by the person in charge with the person-in-charge code, the client terminal 1 periodically inquires whether there is a notification to the person in charge who has logged on to the CRM application server, The CRM application searches the access information acquisition means 34 stored in the database and checks whether there is an access history corresponding to the person-in-charge code.

  When there is an access history corresponding to the person-in-charge code and the notification completion flag is “0”, the CRM application reads out the access history as notification information and combines it with the screen data stored in advance to the client terminal 1. Display data to be displayed is generated, and the person in charge of the person in charge is pop-up displayed on the client terminal 1 of the person in charge to notify the person in charge.

  Further, as an example of the display message, as shown in FIG. 8, a message such as “There was an access to the call center from the XX month and the XX with the requirement of △△△” can be considered. A display example when there are a plurality of notifications will be described later with reference to FIG.

  This makes it possible for the person in charge to recognize that there was an access from the customer in a pop-up display, even if they are not consciously referring to the access status of the customer or performing another business. It is possible to take correspondence.

Next, a specific operation when notifying customer access to the client terminal 1 used by the person in charge will be described with reference to FIG. FIG. 9 is a sequence diagram when notifying the client terminal 1 of customer access information.
As shown in FIG. 9, when the person in charge logs on to the client terminal 1 with the person-in-charge code (S31), the client terminal 1 starts an inquiry of the access history, and periodically adds the person-in-charge code to the CRMWeb. An inquiry is output to the server 2 (S32).

  When the inquiry from the client terminal 1 is input, the CRM Web server 2 searches the access information notification management table 33 in the CRM database 3 using the person-in-charge code as a key (S33), and the access history data corresponding to the person-in-charge code is retrieved. Among them, those with a notification completion flag of “0” are extracted and acquired as notification information (S34).

  Then, the CRMWeb server 2 generates display data based on the notification information, outputs the display data to the requesting client terminal 1 (S35), and notifies the customer access history in a pop-up notification at the client terminal 1 (S36). In this way, the person in charge displays the unconfirmed access history on the client terminal 1 and notifies the person in charge.

  When the person in charge closes the pop-up window, “notification confirmation” data is input to the client terminal 1 (S37), a notification confirmation request is further output to the CRMWeb server 2 (S38), and the CRMWeb server 2 accesses the access information. The “notification completion flag” corresponding to the access history in the notification management table 33 is set to “1” and updated (S39). Thereby, at the next inquiry, the access history is not notified.

Next, an example of a pop-up display screen for displaying the customer access history will be described with reference to FIG. FIG. 10 is an explanatory diagram illustrating an example of a pop-up display screen for a customer access notification.
As shown in FIG. 10, on the customer access notification pop-up screen, the access date, channel, and access content are displayed. “Channel” indicates the channel that the customer has accessed, and “Access date / time” and “Access content” are displayed according to the access history information stored in the access information notification management table 33 based on the access history of each channel application. It is what is done.

  As a feature of this system, a link for displaying detailed information of the access is associated with the access date and time, and when the access date and time is clicked, an instruction to display the information of the associated link is input. Thus, the CRM Web server 2 displays and outputs the link destination information on the client terminal 1.

  In other words, the customer access notification pop-up screen is the first report to the person in charge, so the display content is displayed with the minimum necessary information so that an overview of access can be grasped. When information is desired, the information is obtained by accessing the link destination, so that the person in charge can smoothly perform the work.

  Here, in the pop-up screen shown in FIG. 10, the information for specifying the customer is not displayed and is described in the linked detailed information, but the customer is specified in the screen of FIG. Information (customer name, customer code, etc.) may be displayed. In addition, here, a display example in a case where there are a plurality of notifications is shown, but there may be only one notification or a screen including a message shown in FIG. I do not care.

  Furthermore, as another display method, customers are classified in advance in the customer information table 32 when registering customer information. For example, in the case of a general customer, the list is displayed as shown in FIG. In the case of a customer, the individual display may be performed with the message shown in FIG.

The operation in this case will be described. When the access history data is written in the access information notification management table 33, the writing means (database trigger 35, IVR program, access information acquiring means 34) for each channel application is used by the customer information table 32. The customer classification information is read out, attached to the access information notification data, and stored in the access information notification management table 33. Then, when the CRM Web server 2 searches the access information notification management table 33 in response to an inquiry from the client terminal 1, it reads the access history to be notified and the customer classification information corresponding thereto, and responds to the customer classification information. The access history is embedded in a predetermined screen format and output to the client terminal 1.
In this way, the person in charge can be notified of the access history corresponding to the importance of the customer, and the work efficiency of the person in charge can be further improved.

  According to the customer access information notification system (this system) according to the embodiment of the present invention, the CRM database 3 associates the access history that the customer has accessed through various channels with the person in charge of the accessing customer. When the client terminal 1 of the person in charge attaches a person-in-charge code to the CRM Web server 2 and outputs an inquiry request, the CRM Web server 2 accesses it. The information notification management table 33 is searched, and if there is an access history corresponding to the person-in-charge code, it is read and a pop-up notification is made to the requesting client terminal 1. Even if you do not refer to the history separately, if there is access from the customer you are responsible for, pop-up It can be easily known in knowledge, to improve operational efficiency, and there is an effect capable of improving the customer service in response to timely to the access from the customer.

  In particular, in this system, since the access history and the person-in-charge code are stored in the access information notification management table 33 in association with each other, the CRM Web server 2 notifies the access information notification when there is an inquiry from the client terminal 1. It is only necessary to extract data by referring only to the management table 33, and there is an effect that the processing of the CRM Web server 2 can be reduced and a notification can be quickly displayed on the client terminal 1.

  Further, according to the present system, the access history of the mail system 4 and the Web application 5 is periodically checked to acquire a new access history, and the acquired access history and each of the information read from the customer information table 32 are obtained. Since the access information acquisition means 34 for storing in the access information notification management table 33 in association with the person in charge of the access source customer is provided, the access history is also stored in the CRM database for channel applications that cannot be written to the CRM database 3. 3 can be stored in the access information notification management table 33 and notified to the person in charge, and the convenience can be improved.

  Furthermore, according to the present system, even when the types of channel applications accessed by customers increase, processing for writing an access history to the access information notification management table 33 is added to the channel application itself, or the access information acquisition means 34 It is only necessary to add the increased channel application to the access history acquisition destination, and it is possible to easily cope with changes in the entire system with slight changes, and to reduce the costs associated with system changes. .

  In addition, according to this system, since the minimum necessary information is displayed on the pop-up screen as the first report when there is an access from the customer, the person in charge understands what kind of movement at a glance. It is possible to improve business efficiency.

  Further, according to the present system, the link destination address of the detailed information is stored in the access information notification management table 33 corresponding to each access history, and the link destination display is performed from the notification information display screen of the client terminal 1. When the instruction is input, the CRM Web server 2 refers to the link destination in the access information notification management table 33 and displays and outputs the link destination on the client terminal 1. To see an overview of customer access, and if you want to know more details, you can display the link destination and see the detailed information immediately, improve usability, improve operational efficiency, and speed up the service There is an effect that can be achieved.

  Further, according to this system, in the access information notification management table 33, a notification completion flag is provided corresponding to each access history, and the notification completion flag is “0 (unconfirmed)” when making an inquiry from the client terminal 1. Since only the access history is output and the notification completion flag of the access history for which notification confirmation is input from the client terminal 1 is set to “1 (completed)”, the person in charge always keeps only the latest notification information. As a result, the notification effect can be further enhanced.

  In the present invention, the person in charge can grasp the trend of the customer without performing a special operation for checking the presence / absence of the customer's access for each channel, and can respond to the access from the customer in a timely manner. It is suitable for a customer access information notification system that can improve business efficiency and customer service.

It is a schematic function block diagram which shows the outline of the customer access information notification system which concerns on embodiment of this invention. 1 is a configuration block diagram of the present system. 4 is a schematic explanatory diagram of a customer information table 32. FIG. 6 is a schematic explanatory diagram of an access information notification management table 33. FIG. It is a sequence diagram which shows writing of the access history data to the information notification management table 33 when a customer visits a store. It is a sequence diagram which shows the write-in of the access history data to the information notification management table 33 when a customer accesses a CTI system. It is a sequence diagram which shows the write-in of the access history data to the information notification management table 33 when a customer accesses a mail system. FIG. 6 is a schematic explanatory diagram illustrating an operation of notifying client terminal 1 of customer access information. It is a sequence diagram at the time of notifying a client terminal 1 of customer access information. It is explanatory drawing which shows the example of a pop-up display screen of a customer access notification. It is a schematic function block diagram of the conventional multi-channel CRM system.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 1 ... Client terminal, 2 ... CRM Web server, 3 ... CRM database, 4 ... Mail system, 5 ... Web application, 6 ... CTI system, 31 ... Contact history table, 32 ... Customer information table, 33 ... Access information notification management table, 34 ... Access information acquisition means, 35 ... Database trigger

Claims (3)

A plurality of channel applications that accept access from customers and store an access history including the customer code of the access source customer for each access, and store customer information including a customer code and a person-in-charge code corresponding to the customer code A customer access information notification system comprising: a database to be searched; and a server that searches the database and is capable of connecting a plurality of client terminals,
A table in which the database stores each access history and a person-in-charge code corresponding to a customer code included in each access history in association with each other based on the access history stored in each channel application; A prepared database,
The server is a server that reads an access history corresponding to the person-in-charge code from the table and displays and outputs it to the requesting client terminal when a search request with a person-in-charge code is input from the client terminal. A customer access information notification system characterized by that.   The database periodically acquires the access history from the channel application, refers to the customer information, associates the acquired access history with the person-in-charge code corresponding to the customer code included in the access history, and 2. The customer access information notification system according to claim 1, wherein the database comprises an access information acquisition means stored in a table. The database table is a table that stores a link destination that displays detailed information for each access history in association with each other,
When an instruction to display a link destination of a specific access history is input from the client terminal, the server accesses the link destination corresponding to the access history with reference to the table, and details the access history. 3. The customer access information notification system according to claim 1, wherein the server is a server that displays and outputs information to the client terminal.