JP2009110276A - Customer correspondence creation management device, customer correspondence management system, and customer correspondence creation management program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To surely manage the executing state of each action by securing the degree of freedom of the action information creation of each action 24 with respect to a request 23. <P>SOLUTION: The action information of the initial action 24 among a plurality of actions 24 with respect to an input request 23 is created by using an action model 25. The created initial action information is registered in an action management table 22 as the initial action 24 of the request 23, and transmitted to a person in charge. When the execution of the action 24 ends, the execution result is terminally registered in the action management table, and the action information of the unexecuted action 24 with respect to the request is additionally registered in the action management table 22 by using the action model, and the action information is transmitted to the assigned next person in charge. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention automatically creates action information, which is action configuration information as a response to a request requested by a customer in various organizations and companies, at the end of the business specified in the action information, and executes each action. The present invention relates to a customer correspondence creation management apparatus, a customer correspondence creation management program, and a customer correspondence management system including the customer correspondence creation management apparatus.

  In general, in various organizations and companies, for example, various requests from customers received from service centers (call centers) where access methods are open to customers such as telephones, for example, product purchase requests, product repair requests A return request for a sold product, a handling instruction request for a sold product, various inquiries, and the like are sorted according to the content of the request and distributed to a department that actually responds (actions) to the request. Then, the corresponding request is managed by the system of the delivery destination department, and other departments other than the reception department and the delivery destination department cannot easily grasp the progress of each request and the action for the relevant request.

  In order to solve this problem, in the “Customer Response Support System and Customer Response Support Method” of Patent Document 1, a store in charge is selected in response to a request from a customer, and the customer response situation in the selected store in charge is effective. A customer support system that can be followed is proposed. Specifically, a customer support support system is configured in which a single system manages until an action for a request from a customer is actually performed.

  However, in such a support system, if there are multiple actions that are executed in departments that are independent from each other in response to a request from a customer, the progress of each action in response to this request is collectively processed in one department. Could not be managed.

In order to solve such problems, in the “workflow management system for providing services” in Patent Document 2, each company has a workflow for the purpose of smooth communication of information between systems and effective use of information. A workflow management unit is provided that exchanges information with each constructed system via a network.
JP 2005-100065 A JP 2002-279137 A

  However, in the “service providing workflow management system” described in Patent Document 2, a workflow (consisting of a plurality of steps and paths) used when a plurality of actions for one request are sequentially advanced is described above. It is fixed for one corresponding request. In this case, it is considered that it can be applied even if there are multiple requests by having multiple workflows that are work process procedures in advance, but depending on the situation in the middle of the process of moving forward multiple actions (action transition) If a branch is necessary, or the department that executes the action specified when the workflow is first set up, the workflow can be changed in the middle of actually executing each action in order. Could not do.

  The present invention has been made in view of such circumstances. When a request is input from a customer or the like, a plurality of actions that are responses (responses) to the request at this point are statically (fixed) in the workflow. Only the first action is set, and each action after the second is set dynamically (variable) in consideration of the response status and the conditions of the person in charge at this point. The degree of freedom of selection setting is increased, the best action can always be easily performed for the input request, and the progress of the set action is used by the person in charge and the administrator using, for example, a web browser via the network The purpose is to provide a customer correspondence creation management device, a customer correspondence management system, and a customer correspondence creation management program that can be easily confirmed. That.

  In order to achieve the above object, in the customer correspondence creation management device of the present invention, request input means for inputting a request requested by a customer, and action information constituting actions as responses to various requests expected in advance. Storage means for storing action model information for creating, information on persons in charge of a plurality of persons in charge who perform the business defined by each action information, and an action management table for indicating the execution status of the actions; First action creation means for creating first action information, which is first action information of an action for the input request, based on the action template information, and the created first action information for the first time of the request in the action management table As an action The initial action registration means for sending the action information to the person in charge terminal of the person in charge who executes the work specified by the action information, and according to the end input of the work execution from the person in charge terminal, The execution result is registered for the corresponding action in the action management table, and the work specified by the unexecuted action information for the request is stored in the action template information of the storage means on the condition of the person-in-charge information. And action transition means for transmitting the action information to a person-in-charge terminal of the next assigned person in charge as well as creating and additionally registering it in the action management table.

  In the customer correspondence creation management apparatus configured as described above, when a plurality of actions exist for this request at the time when the request is input, only the first action information that is the configuration information of the first action is created and the action is created. Register in the management table.

  In this action information creation method, action template information for creating action information, which is configuration information of each action corresponding to a request that is predicted in advance, is prepared, and action information is prepared using this action template information. create. Therefore, the creation of action information can be substantially automated by adopting the action template information.

  Furthermore, the action information of each action after the second time is created using the action template information according to the response status at this time, the condition of the person in charge, or the like. It is additionally registered in the action management table. Therefore, the degree of freedom in selecting and setting each action is increased, and the best action can always be easily created and executed for the input request.

  According to another invention, in the customer correspondence creation management apparatus according to the invention described above, the storage unit stores, for each request type, initial action designation information for the request and action designation information to be executed next to each action. To do. Then, the initial action creating means uses model information of an action designated by the initial action designation information stored in the storage means. Further, the action transition means determines an unexecuted action for the request according to the designation information of the action to be executed next stored in the storage unit.

  In the customer correspondence creation management device configured as described above, the action to be executed first time is automatically specified according to the type of request, and the action to be executed next in each action is specified. It is possible to efficiently create action information and manage actions.

Further, another invention relates to a main business system for performing various business operations, a customer management system for centrally managing customer information of each customer handled in the various business operations, and requests requested by each customer generated in the main business system. In a customer correspondence management system in which a customer correspondence creation management device that creates and manages an action indicating correspondence to a person in charge and a person-in-charge terminal operated by a person in charge performing each action are connected to each other via a communication network.
The customer correspondence creation management device includes action model information for creating action information that constitutes an action as a response to various requests that are anticipated in advance, and a plurality of persons in charge that perform a task defined by the action information. Based on the action template information, the storage means for storing the person in charge information, the action management table for indicating the execution status of the action, and the initial action information which is the first action information of the action for the input request The initial action creation means to be created and the created initial action information are registered in the action management table as the initial action of the request, and the person in charge of the person in charge of executing the business specified by the action information action First action registration means for transmitting information and in response to an end input of the business execution from the person-in-charge terminal, the execution result is registered for the end of the corresponding action in the action management table, and the request is not processed. The business defined by the action information of execution is created using the action template information on the condition of the person in charge information, and additionally registered in the action management table, and the person in charge of the next assigned person in charge Action transition means for transmitting the action information to the terminal.

  In the customer correspondence management system having such a configuration, customer information of each customer handled in various business operations in the main business system that performs various business operations is centrally managed by the storage unit. Then, in the customer correspondence creation management device incorporated in this customer correspondence management system, when a customer request is input from the main business system, action information of the first action among a plurality of actions for this input request is: Created using action template information. Accordingly, more accurate action information can be created and action execution management can be performed.

  Yet another invention is a customer correspondence creation management program. Then, this customer correspondence creation management program creates action information, which is configuration information of a plurality of actions indicating correspondence to requests inputted by each customer, by using the action template information, and the created action information A computer that manages the execution status of actions using an action management table is caused to function as the following means.

That is, the first action creation for creating the action information of the first action among the plurality of actions for the input request by using the action template information of the actions for the various kinds of requests that are predicted in advance stored in the storage means. Means,
First action registration means for registering the created first action information as the first action of the request in the action management table and transmitting the action information to a person in charge terminal assigned to the action;
In response to the action execution end input from the person-in-charge terminal, the execution result is registered as the end of the corresponding action in the action management table, and the action information of the unexecuted action for the request is assigned to the person-in-charge information and action model. It is a customer correspondence creation management program for functioning as an action transition means for creating the information using the information and registering it additionally in the action management table and transmitting the action information to the person in charge of the next assigned person in charge. .

  The customer correspondence creation management program configured as described above has almost the same effect as the customer correspondence creation management described above.

  In the present invention, only the first action is set at the time of inputting a request, and each action after the second time is set in consideration of the corresponding situation at this time, the conditions of the person in charge, etc. The best action can always be easily created and executed for the input request, and the person in charge and the administrator can easily check the progress of the set action.

  Hereinafter, an embodiment of the present invention will be described with reference to the drawings.

  FIG. 1 is a schematic diagram of a customer correspondence management system incorporating an action creation management device 5 as a customer correspondence creation management device incorporating a customer correspondence creation management program according to an embodiment of the present invention. This system is, for example, a customer correspondence management system partially incorporated in a manufacturing and sales company that manufactures and sells various products.

  The main business system 2 used for manufacturing and selling various products in the manufacturing and sales company to the communication network 1 such as the Internet and LAN, and for receiving inquiries from customers regarding the products. A customer management system 4 that centrally manages customer information of each customer handled in various operations in the business system 2 using a customer DB (database) 3, and a response (request) requested by each customer generated in the main business system 2 The action creation management device 5 as a customer correspondence creation management device that creates action information that constitutes the action information that constitutes the action indicating the action, and the person who actually executes each created action information Requests input from a plurality of person-in-charge terminals 6 and main business system 2 operated by Monitor the execution state of a plurality of actions created for bets, the administrator terminal 7 administrators managing to operate are connected.

  In the main business system 2, as shown in FIG. 2, a DB for a contact center system 8 that accepts various requests by telephone from a customer to a manufacturing and sales company, a DB for a core system 9 for sales / contracts, a sales support system 10 DBs, a service system 11 DB, an Internet reception system 12 DB, and the like are incorporated. When each system 8-12 receives a request such as a product purchase request, a repair request for the product, a return request for the sold product, a handling instruction request for the sold product, or various inquiries, the system 8-12 receives this request. Then, the request is written into the request input memory 15 of the action creation management device 5 via the communication network 1.

  In the customer DB 3 of the customer management system 4, the customer ID, name, address, telephone number, e-mail address, etc. of each customer handled by the systems 8 to 12 in the main business system 2 are stored. That is, the customer management system 4 centrally manages the detailed information of each customer handled by each of the systems 8-12.

  FIG. 3 is a block configuration diagram showing a schematic configuration of the action creation management device 5 configured by a computer, for example. The action creation management device 5 includes a communication unit 13 that transmits and receives various information to and from the main business system 2, customer management system 4, person-in-charge terminal 6, and administrator terminal 7 via the communication network 1. A hardware configuration unit such as a request input memory 15 and a storage unit 14 into which each request 23 is written from the business system 2 and a plurality of software configuration units including a request reading unit 26 are provided.

  Various requests 23 are written from the main business system 2 to the request input memory 15 via the communication network 1 and the communication unit 13. Each request 23 includes the above-mentioned product purchase request (desired), product repair request (request), inquiry, etc. For example, as shown in FIG. 8, for example, request type 23a such as “repair request”. , The product 23b of the requested product, the customer 23c, and supplementary information 23d such as a repair location are included. Then, in response to this request 23, in this action creation management device 5, as shown in FIG. 9, for example, for one request 23 such as “repair request”, action start (action for declaring action start) Create action information that is the configuration information of multiple actions 24 such as assignment of corresponding stores (first action), assignment of person in charge (second action), survey, repair, product exchange, input of response results, completion, etc. To manage its progress. Note that the workflow 32 is defined by the action information of the plurality of created actions 24 and the execution order thereof, and the flow (order) of each action information for the request 23 is determined in advance. In the workflow 32 of FIG. 9, branches 27a and 27b to the repair action 24 or the product replacement action 24 are set according to the survey result of the survey action 24. For the action 24 and the action 24 for inputting the response result, the return 27c and 27d to each action 24 such as the allocation of the corresponding store and the survey are set.

  It should be noted that the configuration of each action 24 of the workflow 32 in response to the “repair request” request 23 in FIG. 9 is determined in advance according to the setting contents of the action transition destination memory 36 shown in FIG.

  In addition to the “repair request” request 23 shown in FIG. 9, the “product purchase request” request 23 is not shown, but the action start, the allocation of the corresponding store (first action), the person in charge of the person in charge Action information of a plurality of actions 24 such as allocation, estimate sending, catalog sending, input of response results, completion, etc. is set. Further, in response to the “inquiry” request 23, action information of a plurality of actions 24, such as action start, assignment of corresponding store (first action), assignment of person in charge, survey, response sending, input of response result, completion, etc. Is set. However, what is set in advance is the action components and their order that constitute the action as a response when a request is received. Actually, who, when, when, where Specific information on whether or not to implement is dynamically determined.

  In the storage unit 14, a program memory 16 that stores a customer correspondence creation management program, a request target information memory 17, an action model memory 19, an initial action memory 18, an action transition destination memory 36, a person-in-charge memory 20, a request memory 21, an action A management table 22 is formed.

  In the request target information memory 17, as shown in FIG. 4, the product name 23 a, product code, standard, and specification of each product that is the target of a request 23 that is predicted in advance, such as product purchase request, repair request, inquiry, etc. Detailed information about the product such as price, usage, performance, etc. is stored. The information in the request target information memory 17 may be changed or modified as appropriate by the user of the action creation management device 5.

  In the action model memory 19, as shown in FIG. 5, a plurality of action templates 25 (for creating action information as component information (components) of various actions 24 corresponding to various requests 23 predicted in advance ( Action model information) is stored. For example, the action template 25 for the action 24 for “assign corresponding store” which is one action 24 for the request 23 for “repair request” and “purchase request” described above includes action definition ID = ACT-01, action definition name = "Allocating corresponding store", corresponding time (delivery date) = "1 day", alert start crotch = "12 hours before deadline", alert interval = "1 hour".

  Therefore, when creating the action information of the action 24 of “assignment of corresponding store”, the entire description content of the action template 25 is used as it is, or the action information of the action 24 is created using a part thereof. To do.

  In the first action memory 18, as shown in FIG. 6, the first time to be executed for each request type of the request 23 such as “purchase request”, “inquiry”, “repair request”, etc. Specification information for specifying an action is described. For example, the first action definition ID = ACT-01 is set for the request 23 of “repair request” with the request type ID = REQ-03. It can be confirmed that the action 24 indicated by this action definition ID = ACT-01 is the action 24 of “assign corresponding shop” in the action model memory 19 shown in FIG.

  In the action transition destination memory 36, as shown in FIG. 7, the aforementioned action start (action declaring action start), corresponding store assignment (first action), person in charge assignment, survey, repair, product replacement The action information of the action 24 to be executed next to the business (action definition name shown in FIG. 5) defined by the action information of each action 24 such as input and completion of the correspondence result is stored. Specifically, a transition destination action definition that specifies action information of a transition destination action 24 to be executed next to each action 24 with respect to an action definition ID that specifies action information of each action 24 that has been executed. ID is stored.

  In the action transition destination memory 36 of this embodiment, the type of the request 23 of “Purchase Request (REQ-01)”, “Inquiry (REQ-02)”, and “Repair Request (REQ-03)” described above. For each, a business definition ID defined by the action information of the action 24 to be executed next to the business defined by the action information of each action 24 is set. “ALL” corresponds to all requests 23.

  Furthermore, operation conditions such as “request start”, “completion”, and “return” are set for each action 24. In addition, for each action 24, a condition of a person in charge for executing the transition destination action 24 is set. For example, “Head office store assignment charge” is set as a condition for executing the first action 24 “assignment of corresponding store (ACT-01)”.

  For example, for the request 23 of the repair request (REQ-03), the action 24 of “action start (ACT-00)” that declares the action start of the third line of the action transition destination memory 36 is used as the first action. When the “corresponding store assignment (ACT-01)” (first action) on the seventh line is designated and the “corresponding store assignment (ACT-01)” is completed, the “assignment of person in charge ( When the transition to the action 24 of “ACT-02)” and the “assignment of person in charge (ACT-02)” are completed, the transition is made to “investigation (ACT-06)” on the 17th or 18th line. Note that the action 24 of “action start (ACT-00)” only declares the action start and is not executed.

  In addition, when the action 24 of “repair (REQ-07)” in the request 23 of the repair request (REQ-03) is completed, if it is normally completed and “completed”, as shown in the 21st line, When “result input (ACT-09)” is set and “execution result” is “return”, the process shifts (returns) to action 24 of “corresponding store assignment (ACT-01)” (first action).

  In the person-in-charge memory 20, the department, title, and contact information of each person in charge who actually executes the business defined by the action information of each action 24 composed of the action information created by the action creation management device 5. The person-in-charge information such as e-mail address is stored.

  In the action management table 22, as shown in FIG. 10, action information of a plurality of actions 24 for the request 23 created by the initial action creation unit 29 and the next action creation unit 30 in FIG. In each action 24, an execution result 31 when the execution of the action 24 is completed is written. In the example of FIG. 10, the execution of all actions 24 is completed for the lower request 23, and the execution of the first action 24 is completed for the upper request 23. The action information of the action 24 is created, indicating that the second action 24 is currently being executed. Further, it indicates that action information of the third and subsequent actions 24 has not been created yet. As a result, a workflow 32 including a plurality of actions 24 is configured for each request 23.

  In FIG. 3, in the action creation management creation device 5, a request readout unit 26, a customer data readout unit 28, and an initial implementation realized by software by a customer correspondence creation management program stored in the program memory 16 of the storage unit 14. An action creation unit 29, a next action creation unit 30, an action transmission unit 33, an action result input unit 34, an action result writing unit 35, a mail transmission unit 37, a deadline monitoring unit 38, and an alarm mail creation unit 39 are provided. .

  Operations of the above-described units of the action creation management device 5 configured as described above will be described in order.

  The request input memory 15 stores a request 23 written from the main business system 2. The request reading unit 26 reads the request 23 stored in the request input memory 15, sends it to the initial action creation unit 29, and writes it to the request memory 21.

  The initial action creating unit 29 extracts the request type 23a of the request 23 shown in FIG. 8 after correction output from the request reading unit 26, searches the initial action memory 18 and searches for the initial type corresponding to the request type name 23. The first action definition ID designating the action 24 is read. Then, the action template 25 of the first action 24 of this first action definition ID is read from the action template memory 19.

  Then, action information of the initial action 24 to be created is created using the read action template 25. Specifically, as described above, the action content of the action 24 is created using the description content of the action template 25 as it is or using a part thereof.

  The initial action creation unit 29 selects a person in charge who meets a condition such as “store allocation in charge of headquarters” in “corresponding store allocation (ACT-01)” which is the initial action 24 described in the action transition destination memory 36. The person-in-charge information stored in the person-in-charge memory 20 (not shown) is selected and determined from the person-in-charge information described above.

  For example, the initial action 24 of the request type 23a of “repair request (REQ-03)” is “corresponding store allocation (ACT-01)”, and the action 24 of this “corresponding store allocation (ACT-01)” The action model 25 is described in the first line of the action model memory 19 as the action definition name “assignment of corresponding store”.

  In the action template 25 in the first row, conditions (information) such as an action response time “1 day”, an alert start time “12 hours before the deadline”, and an alert interval “1 hour” are described. In addition, in the action information of the first action 24 to be created, in addition to the above-described condition (information), the person in charge determined in advance is described.

  The first action creation unit 29 newly writes the action 24 of the created first action information together with the corresponding request 23 in the action management table 22 shown in FIG. When the registration of the initial action 24 is completed in the action management table 22, the registered action information of the initial action 24 is sent to the action transmitting unit 33. The action transmission unit 33 transmits the action information of the first action 24 to the person in charge terminal 6 of the person in charge of the first action 24 via the communication unit 13 and the communication network 1.

  More specifically, a mail for transmitting action information of the first action 24 to the person-in-charge terminal 6 is transmitted to the person-in-charge terminal 6. The person in charge confirming the mail operates the person-in-charge terminal 6 to access the website of the action creation management device 5 and displays the action information addressed to him displayed on this website. Capture to terminal 6.

  The person in charge of the person-in-charge terminal 6 actually executes the action information of the action 24 received by the person-in-charge person terminal 6. In the execution process of this action 24, when the contents of the request 23, the detailed information of the requested product, the detailed information of the customer, etc. are required, the person in charge person's terminal 6 is operated to A website is accessed, and on this website, the request 23 read from the request memory 21, the detailed information of the product read from the request target information memory 17, and the customer information read by the customer data reading unit 28 from the customer management system 4. Detailed information is displayed and taken into the person in charge terminal 6.

  When the person in charge completes the execution of the action 24 given to him, the person in charge operates the person-in-charge terminal 6 and sends the action information execution result of the action 24 to the action creation management device 5 via the communication network 1. Send.

  The action result input unit 34 of the action creation management device 5 sends the execution result of the received action 24 to the action result writing unit 35. The action result writing unit 35 writes the action execution result as the execution result 31 in the corresponding action 24 of the action management table 22. Then, the next action creation unit 30 is activated.

  When the next action creating unit 30 receives the completion of writing the execution result 31 of the action information of the action 24 from the action result writing unit 35, the next action creating unit 30 stores the action transition destination memory 36 with the AND condition of the executed action 24 and the request type 23a. By searching, the transition destination action definition ID designating the action 24 to be executed next to this executed action 24 is read out.

  The next action creating unit 30 uses the person-in-charge memory 20 to determine the person in charge of the action 24 to be executed next. Further, the next action creation unit 30 reads the action template 25 of the action 24 of this transition destination action definition ID from the action template memory 19.

  Then, action information of the next action 24 to be created is created using the read action template 25. Specifically, as described above, the action content of the action 24 is created using the description content of the action template 25 as it is or using a part thereof.

  The next action creating unit 30 additionally registers the action 24 of the created next action information at a position next to the final action 24 to which the execution result 31 in the request 23 of the action management table 22 is attached. Thereafter, the action information of the action 24 is sent to the person in charge terminal 6 of the person in charge newly designated through the action transmission unit 33 this time.

  Note that if the action result input unit 34 specifies that the operation condition of the action information of the action 24 is not “completion” but “return”, the executed action 24, the request type 23a, and “return” are specified. The action transition destination memory 36 is searched under the AND condition, and the transition destination action definition ID that specifies the return destination action 24 to be executed next to the executed action 24 is read.

  Then, action information of the action definition ID action 24 that is the return destination is created using the action template 25. The action information of the action 24 to be sent back is registered in the action management table 22 and transmitted to the person in charge terminal 6 of the person in charge newly determined.

  In this way, every time an action result is input, the next action creating unit 30 creates action information for the next action 24 including the person in charge under the best conditions at this time. Then, when the creation of action information of the unexecuted action 24 in the request 23 and the execution of the action 24 are finished, the creation and execution processing of the action information of all the actions 24 for one request 23 is finished.

  The time limit monitoring unit 38 does not have the execution result 31 stored in the action management table 22 and is described in the action information of each action 24 currently being executed, for example, the action corresponding time “1 day”, If an alert (warning occurrence) condition such as an alert start time “12 hours before the deadline” or an alert interval “1 hour” is provided, the alert mail creation unit 39 is activated.

  The alert mail creating unit 39 creates the alert mail 40 shown in FIG. 11 using, for example, an alert mail template. In this alert mail 40, a request name, an action name, a delivery date, an approach, a person in charge, etc. are written. The created alert mail 40 is transmitted to the person-in-charge terminal 6 of the person in charge of the action 24 by the mail transmission unit 37 and also to the manager terminal 7. Specifically, the alert mail 40 is transmitted using an electronic mail using the Internet built in a part of the communication network.

  In this way, the person in charge terminal 6 and the administrator terminal 7 are notified by the alert mail 40 in accordance with the time condition specified by the action information of the action 24 currently being executed. Can be managed accurately.

  FIG. 12 is a flowchart showing the overall operation of the action creation management apparatus 5 configured as described above.

  When the new request 23 is written in the request input memory 15 from the main business system 2 and the request reading unit 26 reads out the new request 23 written in the request input memory 15 (step S1), the request 23 is The data is sent to the initial action creation unit 29 (step S2) and written to the request memory 21 (step S3).

  Next, the initial action creation unit 29 searches the initial action memory 18 with the request type 23a in the request 24, and reads the initial action definition ID designating the initial action 24 (step S4). Then, one action template 25 corresponding to the action 24 indicated by the current action definition ID in the action template memory 19 is selected (step S5).

  The first-time action creating unit 29 searches the person-in-charge memory 20 for a person in charge who satisfies the condition described in the action transition destination memory 36, for example, “store assignment in the headquarters” (step S6), and is stored. Each person in charge is selected and determined from the above-mentioned person-in-charge information (step S7).

  Then, using this action template 25, action information of the initial action 24 is created (step S8). The first action 24 of the created action information is newly registered in the action management table 22 (step S9), and the action information of the created first action 24 is transmitted to the person-in-charge terminal 6 (step S10).

  In step S11, when the action execution end is received from the person-in-charge terminal 6, the execution result 31 is written in the corresponding action 24 in the action management table 22 (step S12). Then, the action transition destination memory 36 is searched for the action transition destination memory 36 using the executed condition 24 and the AND condition of the request type 23a (step S13), and the action 24 to be executed next to the executed action 24 is determined. Check whether the specified transition destination action exists.

  If there is an action 24 to be executed next (step S14), the action template 25 of the action 24 of this transition destination action definition ID is read from the action template memory 19 (step S15). Further, the person in charge of the action 24 to be executed next is determined using the person-in-charge memory 20 (step S16). Then, the action information of the next action 24 to be created is created using the read action template 25 (step S17). The action 24 of the created next action information is additionally registered in the action management table 22 (step S18). Thereafter, the action information of the action 24 is sent to the person in charge terminal 6 of the person in charge newly designated this time through the action transmission unit 33 (step S19).

  If there is no transition destination action of the action 24 to be executed next in step S14, specifically, the action definition name (see FIG. 5) defined in the transition destination action definition ID (see FIG. 7) is “ If it is “completed”, it is written that the execution of all the actions 24 for the request 23 in the action management table 22 is completed (step S20).

  In step S21, if the deadline regarding the delivery date described in the action information of the action 24 currently being executed in the action management table 22 is approaching, an alert mail 40 of “approaching deadline” is sent to the person-in-charge terminal 6 and the administrator. It transmits to the terminal 7 (step S22).

  In the action creation management device, customer correspondence management system, and customer correspondence creation management program configured as described above, when the request 23 shown in FIG. 8 is input from the main business system 2, as shown in FIG. If there are a plurality of actions 24 for this request 23, only the action information of the initial action 24 is created and registered in the action management table 22.

  In this action creation method, an action template 25 for creating action information of each action 24 corresponding to a request 23 expected in advance is prepared in the action template memory 19, and the description of the action template 25 is as follows. The action information of the action 24 is created by using it as it is or using a part thereof.

  From the person-in-charge information such as the department to which the person-in-charge memory 20 belongs, the job title, and the e-mail address as the contact address, the person in charge that matches the action execution condition is selected and written in the action information of this action 24.

  In this way, by adopting a different action template 25 for each of a large number of actions 24 corresponding to each anticipated request 23, creation of action information for each action 24 can be automated to some extent.

  Furthermore, the action information of each action 24 after the second time is created using the action template 25 according to the response status at this time, the conditions of the person in charge, and the like. And it is additionally registered in the action management table 22. Accordingly, the degree of freedom of selection setting for each action 24 itself is increased, and the degree of freedom of the content of the action information is also increased, so that the best action 24 can always be easily performed on the input request 23.

  The initial action memory 18 is used to identify the initial action 24 corresponding to the request type 23a of the input request 23, and the action transition destination memory 36 is used to specify “completed” for the execution result of the executed action 24. The action 24 to be executed next to the executed action 24 is determined in accordance with the operation conditions such as “Return”.

  Therefore, in the present invention, in the first action creation unit 29 and the next action creation unit 30, when one action 24 is executed or sent back, action information of the next action 24 is created according to the condition of the request 23. And set the organization and person in charge. The action information and the person in charge of the next action 24 to be created can be selected by the person in charge of the current action or can be automatically determined by the system.

1 is a schematic diagram of a customer correspondence management system in which a customer correspondence creation management apparatus in which a customer correspondence creation management program of one embodiment of the present invention is set in a storage unit is incorporated. Schematic configuration diagram of the main business system incorporated in the customer service management system of the embodiment Block configuration diagram showing a schematic configuration of the action creation management device of the same embodiment The figure which shows the memory content of the request object information memory formed in the memory | storage part of the action creation management apparatus of the embodiment The figure which shows the memory content of the action model memory formed in the memory | storage part of the action creation management apparatus of the embodiment The figure which shows the memory content of the first time action memory formed in the memory | storage part of the action creation management apparatus of the embodiment The figure which shows the memory content of the action transition destination memory formed in the memory | storage part of the action creation management apparatus of the embodiment The figure which shows the content of the request input into the action creation management apparatus of the embodiment Diagram showing the relationship between requests and actions The figure which shows the memory content of the action management table formed in the memory | storage part of the action creation management apparatus of the embodiment The figure which shows the alert mail created with the action creation management device of the same execution form Flow chart showing the overall operation of the action creation management device of the same embodiment

Explanation of symbols

  DESCRIPTION OF SYMBOLS 1 ... Communication network, 2 ... Main business system, 3 ... Customer DB, 4 ... Customer management system, 5 ... Action creation management apparatus, 6 ... Person in charge terminal, 7 ... Manager terminal, 13 ... Communication part, 14 ... Memory | storage part 15 ... Request input memory, 16 ... Program memory, 17 ... Request target information memory, 18 ... First action memory, 19 ... Action model memory, 20 ... Person's memory, 21 ... Request memory, 22 ... Action management table, 23 ... Request, 24 ... Action, 25 ... Action template, 26 ... Request reading unit, 28 ... Customer data reading unit, 29 ... First action creating unit, 30 ... Next action creating unit, 31 ... Execution result, 32 ... Workflow, 33 ... Action Transmission unit 34 ... Action result input unit 35 ... Action result writing unit 36 ... Transfection transition destination memory, 37 ... mail transmitting unit, 38 ... deadline monitoring unit, 39 ... email alerts creation unit, 40 ... email alerts

Claims (4)

A request input means for inputting a request requested by the customer;
Action model information for creating action information constituting actions corresponding to various types of requests that are anticipated in advance, information on persons in charge of a plurality of persons in charge performing the business defined by each action information, Storage means for storing each action management table for indicating the execution status;
Initial action creation means for creating initial action information that is first action information of an action for the input request based on the action template information;
Initial action registration that registers the created initial action information as the initial action of the request in the action management table and transmits the action information to the person in charge of the person in charge who executes the business specified by the action information. Means,
In response to an end input of the business execution from the person-in-charge terminal, the execution result is registered for the corresponding action in the action management table, and the business specified by the unexecuted action information for the request , Created using the action template information in the storage means on the condition of the person-in-charge information, and additionally registered in the action management table, and transmits the action information to the person-in-charge terminal of the next assigned person in charge A customer correspondence creation and management device characterized by comprising an action transition means. The storage means stores initial action designation information for the request for each type of the request, and designation information of action information to be executed next to each action,
The initial action creating means uses model information of an action designated by the initial action designation information stored in the storage means,
2. The customer correspondence creation management apparatus according to claim 1, wherein the action transition means determines action information that has not been executed for the request in accordance with specification information of an action to be executed next stored in the storage unit. Creates a main business system that performs various business operations, a customer management system that centrally manages customer information of each customer handled in the various business operations, and an action that indicates a response to a request that each customer requests in the main business system In the customer correspondence management system in which the customer correspondence creation management device to manage and the person in charge terminal operated by the person in charge executing each action are mutually connected via a communication network
The customer-facing creation management device is:
Action model information for creating action information constituting actions corresponding to various types of requests that are anticipated in advance, information on persons in charge of a plurality of persons in charge performing the business defined by each action information, Storage means for storing each action management table for indicating the execution status;
Initial action creation means for creating initial action information that is first action information of an action for the input request based on the action template information;
Initial action registration that registers the created initial action information as the initial action of the request in the action management table and transmits the action information to the person in charge of the person in charge who executes the business specified by the action information. Means,
In response to an end input of the business execution from the person-in-charge terminal, the execution result is registered for the corresponding action in the action management table, and the business specified by the unexecuted action information for the request Action transition that is created using the action template information and additionally registered in the action management table on the condition of the person-in-charge information, and transmits the action information to the person-in-charge terminal of the next person in charge And a customer correspondence management system. An action management table that creates action information, which is configuration information of a plurality of actions indicating correspondence to requests input by each customer, based on the action template information, and indicates the execution status of the action of the created action information To manage computers using
Initial action creating means for creating action information of an initial action among a plurality of actions for the input request by using the action template information of actions for various requests that are stored in the storage means in advance;
Initial action registration means for registering the created initial action information in the action management table as an initial action of the request and transmitting the action information to a person in charge terminal assigned to the action;
In response to an action execution end input from the person-in-charge terminal, the execution result is registered to end with respect to a corresponding action in the action management table, and action information of an unexecuted action for the request is stored in the person in charge. A customer for creating information using the action template information and registering it additionally in the action management table, and for functioning as an action transition means for transmitting the action information to the person in charge of the next assigned person in charge Support creation management program.

Images