JP2006195639A - Approval support system, approval support method and approver terminal - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To transmit mail created by a person-in-charge terminal after it is approved by an approver terminal. <P>SOLUTION: The person-in-charge terminal 3 comprises a mail formation control means 32 for inputting a return sentence to inquiry data; and a mail data registration means 33 transmitting mail data 23 to the approval support device. The approval support device 1 comprises a mail data registration means 13 storing the status of the mail data 23 transmitted from the terminal 3 in association with an unapproved flag, and a status update means 16 storing, upon receiving an instruction message for associating a new status with the status of the mail data 23 from the approver terminal 5, the status of the mail data 23 in association with the new status. The approver terminal 5 comprises a mail approval control means 52 starting a mailer with the mail data 23 as a trigger, and transmitting an instruction message for associating an approved flag with the status of the mail data 23 to the approval support device 1. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to an approval support system, an approval support method, and an approver terminal for approving an email in a customer service counter system.

  In order to improve customer satisfaction (CS: Customer Satisfaction) in recent years, companies provide customer service counters (or call centers) that respond to inquiries regarding customer requests and usage for products and services provided. ). This customer service center is not only provided for companies that provide products, but also for a wide range of companies such as finance and securities.

  At this customer service counter, customers receive telephone inquiries and operators may respond. However, with the recent development of communication networks, we receive inquiries from customers via web page forms and emails. The person in charge may reply to the inquiry by e-mail at the window. Even when an inquiry is received from a customer by telephone, it may be answered by e-mail or the like when it takes a long time to respond.

  In such a conventional customer counseling room window, a reply is often made at the discretion of the person in charge, and the person in charge responds immediately to the customer at the timing when the reply mail is created.

On the other hand, there is a workflow system that provides a workflow system that facilitates access to approval application information by members of an approval route (see, for example, Patent Document 1). The workflow system described in Patent Document 1 includes a workflow server that stores at least an approval route, and a mobile terminal and a fixed terminal that are assigned to each member (a drafter, an intermediate authorizer, and an authorizer). Approval application information transmitted from the drafter's mobile terminal via the mobile terminal server or from the fixed terminal is assigned to the corresponding intermediate approver based on the approval route stored in the reference table of the workflow server Similarly, approval application information is transmitted from the intermediate authorizer to the authorizer and received approval in the same manner.
JP 2002-230249 A

  However, in the operation of the customer service counter described above, the contents of the reply mail are completely stored in the person in charge, so an erroneous reply mail may be sent to the customer due to the thought of the person in charge or misunderstanding. In this case, an inquiry is generated again from the customer, and not only does this not lead to customer satisfaction, but also includes the possibility of the occurrence of complaints. Thus, the approval function by the approver as described in Patent Document 1 described above is not supported. Furthermore, what kind of reply mail is sent in response to the inquiry is only known at the person-in-charge terminal and cannot be shared by other system users.

  Also, when replying by e-mail at the customer service desk, if you try to get approval, save the reply e-mail created by the person in charge at the terminal of the person in charge, print it, circulate the documents and get approval There is also a method to send it to the person in charge. However, in this case, since the document is circulated, it is contrary to paperless, and compared with the paperless approval work described in Patent Document 1, the speed of work is impaired. Therefore, the above-described method for circulating the document does not provide a response that leads to customer satisfaction, but also includes a possibility of causing a complaint.

  Based on these problems, a mechanism is expected in which an e-mail created by a person in charge is sent after being approved by an approver at the customer service counter.

  Accordingly, an object of the present invention is to provide an approval support system, an approval support method, and an approver terminal for transmitting an email created at a person-in-charge terminal after being approved at an approver terminal in a customer service room system.

  In order to solve the above-described problem, the first feature of the present invention is that, by the control of the approval support device, an email created in the person-in-charge terminal is transmitted after being approved in the approver terminal in response to an inquiry from the customer. It relates to an approval support system. That is, the approval support system according to the first feature of the present invention includes an inquiry data receiving means for receiving inquiry data including an acceptance data number for identifying an inquiry, a mail address of a customer and inquiry contents from an approval support apparatus, and a destination address. In correspondence with the customer's email address, the mail creation control means for inputting the reply text to the inquiry data by the instruction from the input device of the person in charge by the person in charge, and the instruction from the input device of the person in charge terminal by the person in charge, The inquiry data is read from the storage device and the person in charge terminal provided with the mail data registration means for transmitting the mail data including the reception data number, the customer mail address and the reply sentence to the approval support apparatus, and the inquiry data is sent to the person in charge terminal. The inquiry data transmission means to be transmitted and the status of the mail data transmitted from the person in charge In addition, the mail data registration means for storing the unapproved flag in the storage device, the mail data sending means for reading the mail data from the storage device and transmitting it to the approver terminal, and the status of the mail data from the approver terminal are updated. When receiving an instruction message for associating a different status, an approval support device comprising status update means for associating a new status with the status of the mail data and storing it in the storage device, and mail data for receiving mail data from the approval support device When the receiving means and the mail data are displayed on the display device and the approver inputs an instruction to approve the mail data from the input device of the approver terminal, the mailer is started with the mail data as an argument and the status of the mail data Approval support for instruction messages that associate approved flags with And a approver terminal and a mail admission control means for transmitting to the location.

  According to this, the approver confirms, corrects, and approves the mail created by the person in charge, so that it is possible to transmit the mail with more accurate content. In addition, since the mailer is activated when the approval by the approver is completed, it is possible to suppress the mail reply transmission from the person in charge directly to the customer.

  The second feature of the present invention relates to an approval support method for transmitting an email created at a person-in-charge terminal after being approved at an approver terminal in response to an inquiry from a customer under the control of the approval support apparatus. That is, the approval support method according to the second feature of the present invention is the approval support device, wherein the approval support device reads out the inquiry data including the reception data number for identifying the inquiry, the mail address of the customer and the inquiry content from the storage device, And the step of transmitting the inquiry data, the step of receiving the inquiry data from the approval support device at the person-in-charge terminal, and the person-in-charge terminal associating the customer's mail address with the destination address at the person-in-charge terminal. A step of inputting a reply sentence to the inquiry data according to an instruction from the input device, and an email including a reception data number, a customer email address, and a reply sentence in accordance with an instruction from the input device of the person-in-charge terminal by the person in charge at the person-in-charge terminal A step of transmitting data to the approval support device; A step of associating an unapproved flag with the status of the mail data transmitted from the storage device, and storing it in the storage device, and in the approval support device, reading out the mail data from the storage device and transmitting it to the approver terminal, In the approver terminal, the step of receiving the mail data from the approval support device, and in the approver terminal, the mail data is displayed on the display device, and the approver receives an instruction to approve the mail data from the input device of the approver terminal. The mailer is started with the mail data as an argument, and an instruction message for associating the approved flag with the mail data status is sent to the approval support device. Receive an instruction message that associates a new status with When, and a step of storing in association with each device a new status to the status of the mail data.

  A third feature of the present invention relates to an approver terminal that transmits data by e-mail after approving approval target data stored in an approval support apparatus. That is, the approver terminal according to the third feature of the present invention includes an approval target data receiving means for receiving approval target data from the approval support apparatus, and displays the approval target data on the display device. Approval to start the mailer with approval target data as an argument and send an instruction message that associates the approval flag to the status of the approval target data to the approval support device when an instruction to approve the approval target data is input from the input device Control means.

  According to the present invention, it is possible to provide an approval support system, an approval support method, and an approver terminal that transmit after the mail created in the person in charge terminal is approved in the approver terminal in the customer consultation room window system.

  Next, embodiments of the present invention will be described with reference to the drawings. In the following description of the drawings, the same or similar parts are denoted by the same or similar reference numerals.

(Best Embodiment)
(Approval support system)
The approval support system according to the best mode of the present invention includes an approval support device 1, a person-in-charge terminal 3, and an approver terminal 5 as shown in FIG. The approval support apparatus 1, the person in charge terminal 3, and the approver terminal 5 can communicate with each other via a communication network 7 such as a LAN.

  As shown in FIG. 2, the approval support apparatus 1 according to the preferred embodiment of the present invention includes a central processing control device 101, a ROM (Read Only Memory) 102, a RAM (Random Access Memory) 103, and an input / output interface 109. Are connected via a bus 110. An input device 104, a display device 105, a communication control device 106, a storage device 107, and a removable disk 108 are connected to the input / output interface 109.

  The central processing control device 101 reads out and executes a boot program for starting up the approval support device 1 from the ROM 102 based on an input signal from the input device 104, and further reads out an operating system stored in the storage device 107. Further, the central processing control device 101 controls various devices based on input signals from the input device 104, the communication control device 106, etc., and reads programs and data stored in the RAM 103, the storage device 107, etc. into the RAM 103. A processing device that loads and implements a series of processing described later, such as data calculation or processing, based on a program command read from the RAM 103.

  The input device 104 includes input devices such as a keyboard and a mouse through which an operator inputs various operations. The input device 104 generates an input signal based on the operation of the operator, and inputs via the input / output interface 109 and the bus 110. It is transmitted to the central processing control apparatus 101. The display device 105 is a CRT (Cathode Ray Tube) display, a liquid crystal display, or the like, and receives an output signal to be displayed on the display device 105 from the central processing control device 101 via the bus 110 and the input / output interface 109. It is a device that displays the processing result of the control device 101 and the like. The communication control device 106 is a device such as a LAN card or a modem, and is a device that connects the approval support device 1 to a communication network such as the Internet or a LAN. Data transmitted / received to / from the communication network via the communication control device 106 is transmitted / received to / from the central processing control device 101 via the input / output interface 109 and the bus 110 as an input signal or an output signal.

  The storage device 107 is a semiconductor storage device or a magnetic disk device, and stores programs and data executed by the central processing control device 101. The removable disk 108 is an optical disk or a flexible disk, and signals read / written by the disk drive are transmitted / received to / from the central processing control apparatus 101 via the input / output interface 109 and the bus 110.

  The storage device 107 of the approval support apparatus 1 according to the preferred embodiment of the present invention stores an approval support program, as well as user data 21, inquiry data 22, and mail data 23. Further, the approval support program is read and executed by the central processing control apparatus 101 of the approval support apparatus 1 so that the user authentication means 11, the inquiry data transmission means 12, the mail data registration means 13, the mail data transmission means 14, the mail data Update means 15 and status update means 16 are installed in the approval support apparatus 1.

  The person-in-charge terminal 3 also has a hardware configuration diagram similar to that of the approval support apparatus 1 shown in FIG. The storage device of the person-in-charge terminal 3 stores the person-in-charge approval request program, and the person-in-charge approval request program is loaded into the central processing control unit of the person-in-charge terminal 3, thereby receiving the inquiry data receiving means 31, mail Creation control means 32 and mail data registration means 33 are mounted on the person-in-charge terminal 3.

  The approver terminal 5 also has the same hardware configuration diagram as the approval support apparatus 1 shown in FIG. The approver approval program is stored in the storage device of the approver terminal 5, and the approver approval program is loaded into the central processing control device of the approver terminal 5, so that the mail data receiving means 51, the mail approval control are performed. Means 52 is implemented in the approver terminal 5.

  Next, processing of the approval support apparatus 1, the person-in-charge terminal 3, and the approver terminal 5 according to the approval support system according to the preferred embodiment of the present invention will be described with reference to FIG.

  First, in step S <b> 101, a login request for a person in charge to log in to the approval support apparatus 1 is transmitted from the person in charge terminal 3 to the approval support apparatus 1. This login request includes the registrant code and password of the person in charge. When receiving the login request from the person-in-charge terminal 3 by the user authentication unit 11, the approval support apparatus 1 performs user authentication of the person in charge who wants to log in in step S102.

  Further, in step S 103, the inquiry data transmission unit 12 of the approval support apparatus 1 reads the inquiry data 22 from the storage device 107 and searches the inquiry data 22 for the person in charge who has logged in from the inquiry data 22. The inquiry data 22 includes a reception data number for identifying the inquiry, inquiry contents from the customer, inquiry date and time, reception person code, and the like. In step S104, the inquiry data transmission means 12 of the approval support apparatus 1 transmits the retrieved inquiry data 22 to the person in charge terminal 3, while the inquiry data reception means 31 of the person in charge terminal 3 makes an inquiry from the approval support apparatus 1. The data 22 is received, and the inquiry data display screen P101 shown in FIG. 4 is displayed on the display device based on the received inquiry data 22.

  On the inquiry data display screen P101, an acceptance data number for identifying an inquiry, an inquiry content from a customer, an inquiry date and time, an acceptor code, and the like are displayed. When the send button B101 is clicked with the mouse according to the instruction of the person in charge, the mail creation control means 32 displays the mail creation screen P102 on the display device. At this time, it is not limited to the case where the transmission button B101 is selected by clicking with the mouse. For example, the person in charge may manually select the operation target button displayed on the touch panel. The same applies to the following operation description.

  In step S105, when a reply text and a mail title are input from the input device by the mail creation control means 32 of the person-in-charge terminal 3, the input reply text is temporarily stored in the storage device as temporary data. The When the OK button B102 is clicked by the mouse operation of the person in charge, the mail creation control means 32 displays the inquiry data detail display screen P103. The customer creation history of the inquiry data detail display screen P103 is displayed on the mail creation screen P102. It is preferable that the inputted reply sentence is displayed.

  When the registration button B103 on the inquiry data detail display screen P103 is clicked by the mouse operation of the person in charge, in step S106 in FIG. 3, information such as a reply message and a mail title input on the mail creation screen P102, and received data The mail data including the number is transmitted to the approval support apparatus 1. The mail data registration unit 13 of the approval support apparatus 1 stores the received mail data as mail data 23 in the storage device 107. At this time, the status of the mail data is associated with an “unapproved” flag.

  On the other hand, when the login screen P151 shown in FIG. 4 is displayed on the display device of the approver terminal 5, the registrant code, password, and the like are input by the approver and the login button B151 is clicked, the approver terminal in step S107. 5, a login request for the approver to log in to the approval support apparatus 1 is transmitted to the approval support apparatus 1. This login request includes the approver's registrant code and password. Upon receiving a login request from the approver terminal 5 by the user authentication unit 11, the approval support apparatus 1 performs user authentication of an approver who wishes to log in in step S107.

  In step S109, the mail data transmission unit 14 of the approval support apparatus 1 reads the mail data 23 from the storage device 107 and searches for the mail data 23 whose status is “unapproved”. In step S <b> 110, the mail data transmission unit 14 of the approval support apparatus 1 transmits the searched mail data 23 to the approver terminal 5. On the other hand, the mail data receiving means 51 of the approver terminal 5 displays the mail data display screen P152 shown in FIG. 4 on the display device of the approver terminal 5 based on the received mail data 23. The mail data display screen P152 includes a mail list display section 151 that displays a list of searched mails, and a mail data display section 152 that displays in detail a reply message for the mail selected by the mail list display section 151. Yes. When the mail data 23 is updated by the approver's operation by the mail approval control means 52 of the approver terminal 5, the updated mail data 23 is temporarily stored in the storage device as temporary data.

  In step S111 of FIG. 3, when the approver clicks the approval button B152 on the mail data display screen P152, the mail approval control means 52 of the approver terminal 5 hands over the mail data 23 to the mailer by the API function and sends the mailer. The mailer screen P153 is displayed on the display device. On the mailer screen P153, the mail data 23 displayed and updated on the mail data display screen P152 is displayed. Further, in step S112, the mailer activated in the approver terminal 5 sends an e-mail according to an instruction input from the input device of the approver terminal 5 by the approver. A status update request is sent to change the status from “unapproved” to “approved”.

  Upon receiving the status update request, the approval support apparatus 1 stores the “approved” flag in the storage device 107 in association with the status of the received data number.

  In FIG. 3, the case where the reply text is approved by the approver in step S111 has been described, but the case where the reply text is not approved by the approver will be described. When the approver clicks the return button B152 on the mail data display screen P152, the mail approval control means 52 of the approver terminal 5 extracts the mail address of the person in charge from the mail address file 53, and sets the mail address of the person in charge. The mailer is activated with the destination mail address set, and a return mail addressed to the person in charge is sent according to the instruction from the approver terminal. Further, the mail approval control unit 52 transmits a status update request for changing the status of the received data number from “unapproved” to “send back” to the approval support apparatus 1. When the status update unit 16 of the approval support apparatus 1 receives the status update request, the status update unit 16 associates the status of the received data number with the “send-back” flag and stores it in the storage device 107.

  In such an approval support system according to the best embodiment of the present invention, since a direct response from the person in charge to the customer can be systematically suppressed, security, information leakage, and the like can be prevented. Furthermore, in addition to the email approval function, workflow management is performed by adopting the same method for data that requires a secondary response, such as product material analysis and surveys for customer inquiries, surveys on collected products, and report on survey results. be able to.

  Furthermore, when it is better to set an appropriate approver for the inquiry content, the approval flow can be freely set by causing the person in charge to specify the approver.

(Approval support device)
Next, the approval support apparatus 1 according to the best embodiment of the present invention will be described. As shown in FIG. 1, the approval support apparatus 1 according to the preferred embodiment of the present invention includes user data 21, inquiry data 22, mail data 23, user authentication means 11, inquiry data transmission means 12, mail data registration means. 13, a mail data transmission unit 14, a mail data update unit 15, and a status update unit 16.

  The user data 21 has a data structure as shown in FIG. Specifically, items such as passwords and attributes are associated with each other by using a registrant code for identifying a person in charge or an approver as a key. In the attribute, titles such as “person in charge” and “approver” are coded and described.

  The inquiry data 22 has a data structure as shown in FIG. Specifically, for customer inquiries, using the reception data number that identifies the inquiry as a key, the business location, department, name of the receptionist who received the inquiry from the customer, reception date, reception time, inquiry content, etc. Are associated.

  The mail data 23 has a data structure as shown in FIG. Specifically, items such as a reception data number for identifying a query, a creation date, a receiver code, a mail destination of a reply to the query, a mail title, a mail text, and a status are associated with each other. The status includes "" (blank) for which no reply has been created, "unapproved" for which a reply has been created by the person in charge but has not been approved by the approver, and "approved" for which the reply has been approved by the approver The status of “completed” or “send back” in which the reply sentence was not approved by the approver is stored. Each status is preferably encoded and stored.

  In this way, the query data 22 and the mail data 23 are managed in separate tables, so that no extra record area and column area are required for the query data for which no reply text is input. And resources can be used effectively.

  The user authentication means 11 receives a login request from the person in charge terminal 3 or the approver terminal 5 based on the operation of the person in charge or the approver, authenticates the registrant code and password, and sets the attribute of the registrant. Extract. If the attribute of the registrant is “person in charge”, the inquiry data transmission means is processed. On the other hand, if the attribute of the registrant is “approver”, the mail data transmission unit 14 is caused to perform processing.

  The inquiry data transmission means 12 reads the inquiry data 22 from the storage device 107, extracts inquiry data whose registrant code is the registrant code of the person in charge who has sent the login request, and uses the extracted inquiry data as the person in charge It is means for transmitting to the terminal 3.

  The mail data registration means 13 receives mail data including a reply sentence inputted in response to the inquiry based on an instruction from the input device of the person-in-charge terminal 3 by the person in charge, and associates the mail data with the received data number. 23 is a means for registering in the register 23. At this time, the status item of the mail data 23 is stored with an “unapproved” flag.

  The mail data transmitting unit 14 is a unit that reads the mail data 23 from the storage device 107, extracts mail data whose status is “unapproved”, and transmits the extracted mail data to the approver terminal 5.

  The mail data update means 15 receives the reply text newly input from the input device of the approver terminal 5 by the approver or the reply text newly input from the input device of the staff terminal 3 by the person in charge. It is a means to update to.

  When the status update unit 16 receives an instruction message including the received data number and associating the new status with the status of the mail data from the approver terminal 5, the storage device 107 associates the new status with the status of the mail data 23. To remember.

Specifically, when the reply sentence is approved in the approver terminal 5, the status update unit 16 receives an instruction message that associates the received data number with the approved flag from the approver terminal 5, and receives the mail of the received data number. The “approved” flag is associated with the status of the data 23 and stored in the storage device 107. On the other hand, when the reply text is not approved in the approver terminal 5, the status update unit 16 receives an instruction message that associates the received data number with the return flag from the approver terminal 5, and the mail data 23 of the received data number is received. The status is stored in the storage device 107 in association with the “send back” flag.

  Further, when receiving an instruction message that associates the received data number with the return flag, the status update means 16 further stores the mail address file stored in the storage device in association with the user ID of the person in charge of the received data number and the mail address. Read and send a return notification mail to the read mail address.

(Responsible person terminal)
Next, the person-in-charge terminal 3 according to the best embodiment of the present invention will be described. As shown in FIG. 1, the person-in-charge terminal 3 according to the preferred embodiment of the present invention includes inquiry data receiving means 31, mail creation control means 32, and mail data registration means 33.

  The inquiry data receiving means 31 is means for receiving inquiry data including an acceptance data number for identifying an inquiry, a customer's mail address, and inquiry contents from the approval support apparatus 1. The received inquiry data is displayed on the inquiry data display screen P101 of FIG.

  The mail creation control means 32 is a means for associating the customer's mail address with the destination address and inputting a reply to the inquiry data according to an instruction from the input device of the person-in-charge terminal 3 by the person in charge. The mail creation control means 32 displays the mail creation screen P102 of FIG. 4 on the display device, and causes the person in charge to input a reply message to the customer inquiry. Further, the mail creation control means 32 is also executed when a reply text that has already been input is sent back by the approver and a new reply text is created.

  The mail data registration means 33 is means for transmitting mail data including the reception data number, the customer's mail address and a reply message to the approval support apparatus 1 according to an instruction from the input device of the person-in-charge terminal 3 by the person in charge. The mail data registration unit 33 is executed when a reply sentence for the inquiry is newly created, and is executed when a reply sentence that has already been input is sent back by the approver and a new reply sentence is created.

(Approver terminal)
Next, the approver terminal 5 according to the preferred embodiment of the present invention will be described. As shown in FIG. 1, the approver terminal 5 according to the preferred embodiment of the present invention includes a mail data receiving unit 51, a mail approval control unit 52, and a mail address file 53.

  The mail address file 53 has a data structure as shown in FIG. Specifically, the mail address of the registrant is associated with the registered name code.

  The mail data receiving means 51 is means for receiving the mail data 23 from the approval support apparatus 1.

  The mail approval control means 52 displays the mail data 23 (data to be approved) on the display device, and when an instruction to approve the mail data 23 is input from the input device of the approver terminal 5 by the approver, the mail data 23 is displayed. The mailer is activated as an argument, and an instruction message for associating the approved flag with the status of the mail data 23 is transmitted to the approval support apparatus 1. On the other hand, when an instruction not to approve the mail data 23 is input from the input device of the approver terminal 5 by the approver, an instruction message associating the return flag with the status of the mail data 23 is transmitted to the approval support device 1. In the approver terminal 5, when the reply message displayed on the mail list display screen P 151 is edited, the mail approval control unit 52 transmits a new reply message to the approval support apparatus 1.

  When an instruction to approve is input by the approver, the mail approval control means 52 delivers the mail data 23 to the mailer by the API function, starts the mailer, and displays the mailer screen P153 on the display device. In this mailer screen P153, when the approver clicks a send button, for example, a reply message can be sent to the customer.

  When the approver inputs an instruction not to approve the mail data 23 from the input device of the approver terminal 5, the mail approval control unit 52 further stores the user ID of the person in charge of the received data number and the mail address in association with each other. The mail address file 53 stored in the apparatus is read, and the mailer is activated with the read mail address as the destination address. In this way, the mail address of the person in charge of the return destination is managed by the mail address file 53, so that even an approver who is not familiar with the database can easily perform maintenance.

  Further, when a mail is selected in the mail list display section 151 of the mail data display screen P152, the mail approval control means 52 transmits a message requesting exclusive control to the selected mail data to the approval support apparatus 1. To do. This message includes the reception data number of the selected mail data. The approval support apparatus 1 performs control so that the selected mail data is not updated from the person-in-charge terminal 3 or the like.

(Detailed explanation of main processing)
First, the mail creation control means 32 of the person-in-charge terminal 3 according to the best embodiment of the present invention will be described with reference to FIG.

  First, in step S201, when the send button B101 is clicked on the inquiry data display screen P101 shown in FIG. 4, mail data editing control is executed in step S202. Specifically, the mail creation screen P102 corresponding to the clicked send button B101 is activated, and the words input from the input device of the person-in-charge terminal 3 are stored in the storage device as temporary data, and the mail creation screen It is displayed in the text box of each item such as the title and body of P102. The customer address is sent to the email creation screen P102 as an email address displayed as customer information on the inquiry data display screen P101, and the text box associated with the item of the customer address (or input by the person in charge is impossible) Label).

  Here, when the OK button B102 is clicked on the mail creation screen P102, the mail creation control means 32 displays the inquiry data detail display screen P103. When the registration button is clicked on the inquiry data detail display screen P103, the mail data registration means 33 causes the approval support apparatus 1 to transmit the mail data such as the title and reply text input on the mail creation screen P102. Further, the mail creation control means 32 displays an inquiry data display screen P101.

  Next, processing of the mail approval control means 52 of the approver terminal 5 according to the preferred embodiment of the present invention will be described with reference to FIG.

  First, when mail data 23 is selected from the mail list display section 151 on the mail data display screen P152 shown in FIG. 4 in step S301, the mail approval control means 52 controls editing of the mail data 23 in step S302. . At this time, when the update button B154 is clicked, the mail approval control means 52 may send the input reply text to the approval support apparatus 1 to update the mail data 23.

  Here, when the approval button B153 is clicked in step S303, the mail approval control means 52 displays a dialog box asking whether to register the mail data 23 on the display device. If “NO” is selected in step S303, the mail approval control means 52 controls the editing of the mail data 23 again in step S302. On the other hand, if “YES” is selected in step S303, the mail approval control means 52 further displays a dialog box asking whether or not to register the mail data 23 on the display device in step S304. If “NO” is selected in step S304, the mail approval control means 52 again controls the editing of the mail data 23 in step S302.

  On the other hand, if “YES” is selected in step S304, a dialog box asking whether to approve the mail data 23 is displayed on the display device in step S305. If “NO” is selected in step S 305, the mail approval control unit 52 transmits the input reply text to the approval support apparatus 1 in step S 309 to update the mail data 23.

  On the other hand, if “YES” is selected in step S 305, the mail approval control means 52 transmits the input reply text to the approval support apparatus 1 in step S 306 to update the mail data 23, as shown in FIG. As shown in the mailer screen P153, the mailer is activated with the mail data 23 as an argument. Further, in step S307, the mail approval control unit 52 displays a dialog box asking whether to change the status to “approved” on the display device. If “YES” is selected in step S307, a request message for changing the status of the received data number to “approved” is transmitted to the approval support apparatus 1, and the mail mail data display screen P152 is displayed in step S310. . On the other hand, if “NO” is selected in step S307, the mail data display screen P152 is displayed without transmitting a message for changing the status.

  In this way, in the approval support system according to the best mode of the present invention, the person in charge who handles the customer at the call center or customer service counter as a daily work can create a reply to the inquiry. It is possible to create a more detailed and appropriate reply mail and send it to the customer.

  In addition, when the approver confirms, corrects, and approves the mail created by the person in charge, it is possible to transmit the mail with more accurate content. In addition, since the mailer is activated when the approval by the approver is completed, it is possible to suppress the mail reply transmission from the person in charge directly to the customer.

  In addition, according to the approval support system according to the best mode of the present invention, by using an existing e-mail application, paperless application, approval, and return can be made. The workflow from approval by the approver and delivery to the customer can be managed. Thereby, mail data and inquiry data can be extracted and displayed using the status as a key.

  As described above, the approval support system according to the preferred embodiment of the present invention centrally manages the contents of the mail transmission by registering the mail created by the person in charge in the approval support apparatus 1 in association with the inquiry data from the customer. can do. In addition, when the person in charge creates an email, the email can be sent when the approver investigates and approves it without sending the email to the customer.

  Furthermore, since it is centrally managed and stored as mail data in the approval support apparatus 1, data analysis is possible using the status of approved, unapproved, send back, etc. and the contents of the reply text as keys. Therefore, according to the approval support system according to the preferred embodiment of the present invention, it is possible to operate a business that leads to an improvement in customer satisfaction of the call center business.

(Other embodiments)
As described above, the present invention has been described according to the best mode for carrying out the invention. However, it should not be understood that the description and drawings constituting a part of this disclosure limit the present invention. From this disclosure, various alternative embodiments, examples, and operational techniques will be apparent to those skilled in the art.

  For example, the approval support apparatus described in the best embodiment of the present invention may be configured on one piece of hardware as shown in FIG. 1, or on a plurality of pieces of hardware according to the functions and the number of processes. It may be configured. It may also be realized on an existing customer service office window system or workflow system.

  In the best mode of the present invention, the case where the inquiry data 22 and the mail data 23 are created separately has been described. However, the contents of the mail data 23 may be included in the inquiry data 22, The mail data 23 may be managed by another table or a table used in another system. As a result, even when used in the customer service counter system, reply sentences are managed as data in the customer information table instead of inquiries, and it is possible to integrate with functions used in other systems.

  It goes without saying that the present invention includes various embodiments not described herein. Therefore, the technical scope of the present invention is defined only by the invention specifying matters according to the scope of claims reasonable from the above description.

1 is a system configuration diagram of an approval support system according to a preferred embodiment of the present invention. The hardware block diagram of the approval assistance apparatus which concerns on best embodiment of this invention. The sequence diagram explaining the process in the approval assistance system which concerns on best embodiment of this invention. The figure explaining an example of the screen displayed on a person-in-charge terminal and an approver terminal in the approval assistance system which concerns on the best embodiment of this invention. The figure explaining the data structure of the user data of the approval assistance apparatus which concerns on best embodiment of this invention. The figure explaining the data structure of the inquiry data of the approval assistance apparatus which concerns on best embodiment of this invention. The figure explaining the data structure of the mail data of the approval assistance apparatus which concerns on best embodiment of this invention. The figure explaining the structure of the mail address file of the approval assistance apparatus which concerns on best embodiment of this invention. The flowchart explaining the process of the mail preparation control means of the person in charge terminal based on the best embodiment of this invention. The flowchart explaining the process of the mail approval control means of the approver terminal which concerns on best embodiment of this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 ... Approval support apparatus 3 ... Person in charge terminal 5 ... Approver terminal 7 ... Communication network 11 ... User authentication means 12 ... Data transmission means 13 ... Mail data registration means 14 ... Mail data transmission means 15 ... Mail data update means 16 ... Status Update means 21 ... user data 22 ... inquiry data 23 ... mail data 31 ... inquiry data reception means 32 ... mail creation control means 33 ... mail data registration means 51 ... mail data reception means 52 ... mail approval control means 53 ... mail address file 101 ... Central processing controller 102 ... ROM
103 ... RAM
104 ... Input device 105 ... Display device 106 ... Communication control device 107 ... Storage device 108 ... Removable disk 109 ... Input / output interface 110 ... Bus

Claims (9)

In the approval support system that transmits the mail created in the person in charge terminal after it is approved in the approver terminal in response to the inquiry from the customer by the control of the approval support device,
Inquiry data receiving means for receiving an inquiry data including an acceptance data number for identifying an inquiry, the customer's email address and inquiry contents, from the approval support device;
A mail creation control means for associating the customer's mail address with a destination address and inputting a reply to the inquiry data according to an instruction from the input device of the person in charge terminal by the person in charge;
A mail data registration means for sending mail data including the received data number, the customer's mail address and the reply text to the approval support device according to an instruction from the input device of the person-in-charge terminal by the person in charge. A user terminal,
Query data transmission means for reading query data from a storage device and transmitting the query data to the person-in-charge terminal;
A mail data registration means for storing an unapproved flag in a storage device in association with the status of the mail data transmitted from the person-in-charge terminal;
Mail data transmitting means for reading mail data from the storage device and transmitting it to the approver terminal;
When receiving an instruction message that associates a new status with the status of the mail data from the approver terminal, an approval support device comprising status update means that associates the new status with the status of the mail data and stores it in the storage device When,
Mail data receiving means for receiving the mail data from the approval support device;
When the mail data is displayed on a display device and an approver inputs an instruction to approve the mail data from the input device of the approver terminal, the mailer is started using the mail data as an argument, and the mail data An approval support system comprising: an approver terminal that includes an email approval control unit that transmits an instruction message that associates an approved flag to a status to an approval support device. The mail approval control means of the approver terminal is
When an instruction not to approve the mail data is input from the input device of the approver terminal by the approver, an instruction message that associates a return flag with the status of the mail data is sent to the approval support device,
The status update means of the approval support device includes:
When receiving an instruction message associating the received data number with the return flag from the approver terminal, a means for associating the return flag with the status of the mail data of the received data number and storing it in the storage device,
The mail creation control means of the person-in-charge terminal is
Receiving mail data from the approval support device, displaying the mail data on a display device, and inputting a new reply to the inquiry data according to an instruction from an input device of the person-in-charge terminal. The approval support system according to claim 1. The mail approval control means of the approver terminal is
When an instruction not to approve the mail data is input from the input device of the approver terminal by the approver, the user ID of the person in charge of the received data number and the mail address are further associated with each other and stored in the storage device. The approval support system according to claim 2, wherein the mail address file is read out and the mailer is activated with the read mail address as a destination address. The approval support device is configured to send a reply text newly input from the input device of the approver terminal by the approver, or a reply text newly input from the input device of the person in charge terminal by the person in charge. The approval support system according to claim 1, further comprising e-mail data updating means for updating the e-mail data. In the approval support method for sending an email created in the person in charge terminal after being approved in the approver terminal in response to an inquiry from the customer by controlling the approval support device,
In the approval support device, from the storage device, reading the inquiry data including the reception data number for identifying the inquiry, the customer's mail address and the inquiry content, and transmitting the inquiry data to the person in charge terminal;
In the person-in-charge terminal, receiving the inquiry data from the approval support device;
In the person-in-charge terminal, associating the email address of the customer with a destination address, and inputting a reply sentence to the inquiry data according to an instruction from the input device of the person-in-charge terminal by the person in charge;
In the person-in-charge terminal, in response to an instruction from the person-in-charge terminal input device by the person in charge, sending the mail data including the reception data number, the customer mail address and the reply message to the approval support device; ,
In the approval support device, the status of the mail data transmitted from the person-in-charge terminal is associated with an unapproved flag and stored in a storage device;
In the approval support apparatus, mail data transmitting means for reading mail data from the storage device and transmitting it to the approver terminal;
In the approver terminal, receiving the mail data from the approval support device;
In the approver terminal, the mail data is displayed on a display device, and when the approver inputs an instruction to approve the mail data from the input device of the approver terminal, the mailer is started with the mail data as an argument. And transmitting an instruction message associating the approved flag to the status of the mail data to the approval support device;
In the approval support terminal, when receiving an instruction message for associating a new status with the status of the mail data from the approver terminal, the step of associating the new status with the status of the mail data and storing it in the storage device. An approval support method characterized by comprising: In the approver terminal, when an instruction not to approve the mail data is input from the input device of the approver terminal by the approver, an instruction message that associates a return flag with the status of the mail data is transmitted to the approval support device. And steps to
In the approval support device, when receiving an instruction message associating the received data number with a return flag from the approver terminal, storing the return flag in the storage device in association with the status of the mail data of the received data number; ,
The person-in-charge terminal receives mail data from the approval support device, displays the mail data on a display device, and inputs a new reply to the inquiry data according to an instruction from the input device of the person-in-charge terminal. The approval support method according to claim 5, further comprising: a step. In the approver terminal, when an instruction not to approve the mail data is input from the input device of the approver terminal by the approver, the user ID of the person in charge of the reception data number is associated with the mail address. The approval support method according to claim 6, further comprising: reading the mail address file stored in the storage device, and starting the mailer using the read mail address as a destination address. In the approval support apparatus, a reply sentence newly input from the input device of the approver terminal by the approver or a reply sentence newly input from the input device of the person in charge terminal by the person in charge The approval support method according to claim 5, further comprising a step of updating to data. In the approver terminal that sends the data by email after approving the approval target data stored in the approval support device,
Approval target data receiving means for receiving the approval target data from the approval support device;
When the approval target data is displayed on a display device and an instruction to approve the approval target data is input from the input device of the approver terminal by the approver, the mailer is started with the approval target data as an argument, and An approver terminal comprising: an approval control means for transmitting an instruction message for associating an approved flag to the status of the approval target data to the approval support apparatus.

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