JP2009140031A - Visit notification system and visit notification method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a visit notification system and a visit notification method, for notifying a customer about accurate visit time, when conducting visit-coping business. <P>SOLUTION: A management server 12 produces visit data, including visit-scheduled time when a visit is performed on that day, calculates a delay time when delay by a sudden factor occurs, when business in a visit destination is completed, and notifies the non-visited customer included in the visit data of the visit-scheduled time calculated, based on the delay time. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to a visit notification system and a visit notification method for notifying a customer visit time.

  The work that visits and responds to a customer (hereinafter referred to as “visit response work”) includes a work in which an operator of an electric power company visits a customer and turns on and off electricity, for example. When performing such work, the customer is notified of the approximate date and time when the worker visits, for example, “the day of the month and day” from the customer center or sales office of the power company. Thereby, the customer waits at home on the morning of the day when the worker of the electric power company visits. In order to reduce such a burden on the customer, there is a system that notifies the customer of an accurate scheduled visit date and time in advance (see, for example, Patent Document 1). This system changes the initial scheduled visit time based on the visit completion notification sent from the worker's terminal, and the next visit destination based on the original scheduled visit time or the scheduled visit time after the change. Notify in advance to the terminal.

With such a system, the next scheduled visit time is corrected using the worker's visit completion notice, so that the customer can be notified of the exact scheduled visit time. Thereby, the waiting time of the customer is reduced and the burden on the customer is reduced.
JP 2003-292163 A

  By the way, the system described above has the following problems. In visit handling operations, sudden time delays often occur due to various factors such as traffic congestion. Since the system described above corrects the next scheduled visit time using the worker's visit completion notification, if a sudden delay occurs, this delay cannot be accommodated.

  An object of the present invention is to provide a visit notification system and a visit notification method for solving the above-described problems and notifying a customer of an accurate visit time when performing a visit handling operation.

  In order to solve the above-mentioned problems, the invention of claim 1 is characterized in that a first means for creating visit data including a scheduled visit time to be visited on the day and an unexpected operation when work at the visit destination is completed. A second means for calculating a delay time when a delay due to a factor occurs, and notifying an unvisited customer included in the visit data of a visit time calculated based on the delay time. This is a featured visit notification system.

  According to the first aspect of the present invention, the first means creates visit data including a scheduled visit time to visit on the day. After this, when the work at the visit destination recorded in the visit data is completed, the second means calculates a delay time when a delay due to an unexpected factor occurs, and based on this delay time. The calculated visit time is notified to unvisited customers included in the visit data.

  According to a second aspect of the present invention, in the visit notification system according to the first aspect, when the delay time is larger than an allowable range set in advance, the second means sets a scheduled visit time to the unvisited customer. It is characterized by notifying.

  According to a third aspect of the present invention, in the visit notification system according to the first or second aspect, the second means sends the scheduled visit time calculated based on the delay time to the customer by e-mail. .

  According to a fourth aspect of the present invention, in the visit notification system according to any one of the first to third aspects, the first means is based on a work standard time, which is a standard time required for business processing. The visit data including the scheduled visit time to be visited on the same day is created, and the second means, when a sudden factor occurs, when the factor is a visit request from a customer, the work standard time The delay time is calculated based on the above.

  The invention of claim 5 creates visit data including a scheduled visit time to visit on the day, and calculates a delay time when a delay due to an unexpected factor occurs when the work at the destination is completed, A visit notification method characterized by notifying an unvisited customer included in the visit data of a scheduled visit time calculated based on the delay time.

  According to the inventions of claim 1 and claim 5, since the visit time of the customer who is scheduled to visit next is calculated from the time when the work at the visited site is completed and the delay time due to the sudden factor, the sudden factor Even if this occurs, the customer can be automatically notified of the exact visit time.

  According to the second aspect of the present invention, when the calculated delay time is larger than the allowable range, the scheduled visit time is notified to the unvisited customer. Therefore, the delay can be notified only when the burden on the customer is large due to the delay.

  According to the invention of claim 3, since the scheduled visit time calculated based on the delay time is sent to the customer by electronic mail, notification of the delay time can be automated.

  According to the invention of claim 4, the visit data including the scheduled visit time of the day is created based on the work standard time, and when an unexpected factor occurs, when this factor is a visit request from a customer, Since the delay time is calculated based on the work standard time, it is possible to automate the creation of visit data and the calculation of the delay time due to an unexpected factor.

  Next, an embodiment of the present invention will be described in detail by taking an electric power company's visit response work as an example.

(Embodiment 1)
As shown in FIG. 1, the visit notification system according to this embodiment includes a communication control device 11, a management server 12, a database (DB) 13, a management terminal 14 and an operator terminal 15 installed in a customer center of an electric power company, It consists of a business terminal 20 for an operator of an electric power company and a mobile terminal 30 owned by a customer. The communication control device 11, the business terminal 20, and the mobile terminal 30 are in a state where data communication and voice communication are possible via the communication network 100. The communication network 100 includes wired communication and wireless communication. Although there are a plurality of workers in the electric power company, FIG. 1 shows a representative example.

  The customer's mobile terminal 30 is a device such as a mobile phone or a PDA (Personal Digital Assistant), and in this embodiment, has a function of transmitting and receiving e-mails.

  The operator's business terminal 20 is a computer operated by a worker who performs visit-response work, and can be possessed by the worker. As illustrated in FIG. 2, the business terminal 20 includes a processing unit 21, a memory 22, a display unit 23, an input unit 24, and a communication unit 25. The memory 22 is a storage device that stores various types of data. In particular, in this embodiment, the memory 22 stores visit data transmitted from a customer center. The display unit 23 is a display device that displays data input to the input unit 24 and data stored in the memory 22 under the control of the processing unit 21. The display unit 23 includes an LCD (liquid crystal display). The input unit 24 is an input device through which data is input by an operation by an operator. The communication unit 25 transmits / receives data to / from, for example, a customer center via the communication network 100 under the control of the processing unit 21.

  The processing unit 21 performs various processes necessary for the business terminal 20. In this embodiment, the processing unit 21 performs the following processing. When a visit data transmission request is input to the input unit 24, the processing unit 21 transmits this transmission request to the customer center. Thereafter, when the communication unit 25 receives visit data from the customer center, the processing unit 21 stores this data in the memory 22. Then, the processing unit 21 sequentially reads out the visit destinations included in the visit data from the memory 22 and controls the display unit 23 to display the read visit destinations.

  When the work end is input to the input unit 24, the processing unit 21 reads the work number of the finished work from visit data described later stored in the memory 22, and acquires the time when the work is finished. Thereafter, the processing unit 21 uses the data representing the work number and the end time as work end data, and controls the communication unit 25 to transmit the work end data to the customer center.

  The customer center communication control device 11, management server 12, database 13, management terminal 14, and operator terminal 15 are connected by a LAN (Local Area Network) 16. The communication control device 11 controls communication between the management server 12 and the business terminal 20 via the communication network 100 and communication between the operator terminal 15 and the customer's telephone. The operator terminal 15 makes a call to a telephone including the customer's mobile terminal 30 and receives a call from the telephone including the mobile terminal 30.

  The database 13 stores various data necessary for the business of the electric power company under the management of the management server 12. The data stored in the database 13 includes customer data, and this data is for managing customers who have contracted with the power company. This customer data is shown in FIG. In this customer data, the contract number when the customer contracts with the electric power company is recorded. This contract number is also an identification number for identifying a customer. In the customer data, the customer's name, address and contact information are recorded. In addition, the electricity price menu used by customers is also recorded.

  The data stored in the database 13 includes a work list, and this data indicates the contents of work performed in the visit handling work. This work list is shown in FIG. This work list includes work names such as “Failure handling work”, “Contract transfer processing work”, “Outdoor light replacement work”, etc., and the standard time required for the worker to perform each work. The work standard time and the priority indicating the importance of the work are recorded. For example, the priority is from rank A to rank D, and rank A represents the highest priority.

  The data stored in the database 13 includes a visit request list, which is a request from a customer and represents a work that requires a visit by an operator. This visit request list is shown in FIG. In this visit request list, the date of acceptance of the request, the name and address of the requester are recorded, and the contact information on the day of the visit is recorded. If the customer's e-mail address is available as the contact information for the day, this address is preferentially recorded. In the visit request list, a request content representing the content of the request, a desired visit date representing a visit date desired by the customer, and the like are recorded.

  The data stored in the database 13 includes visit data created by the management server 12. The visit data is data that is created in response to a visit request from each customer, and is created in consideration of the priority of visit requests included in the visit request list (FIG. 5), the visit date desired by the customer, and the like. Yes. This visit data is shown in FIG. In this visit data, a work number for identifying a work to be performed on the day of the work date column is recorded. This work number is automatically given by the management server 12 and is also identification information for identifying the work. In the visit data, a scheduled visit time for work is recorded. The scheduled visit time is calculated from the work time calculated based on the request contents included in the visit request list (FIG. 5) and the work list (FIG. 4), the travel time toward the customer, and the like. In the visit data, the contract number, name, and address of the customer who requested the visit are recorded. These data are obtained from customer data (FIG. 3) and a visit request list (FIG. 5). In the visit data, an e-mail address and a telephone number are recorded as the contact information of the customer on the day. These data are obtained from the visit request list (FIG. 5). In the visit data, the contents of requests received from customers and their priorities are recorded. These data are obtained from the visit request list (FIG. 5).

  The database 13 always stores the latest visit data under the management of the management server 12. Although not shown, the database 13 also stores map data and the like.

  The management terminal 14 is a computer that manages the database 13 and the operator terminal 15. When the operator terminal 15 receives a visit request that requires an operator's visit, such as checking for electric leakage, from the customer, the management terminal 14 sends the visit request to the management server 12 by the operation of the administrator. At this time, the management terminal 14 receives the content required for the visit request list (FIG. 4), that is, the request content from the operator terminal 15 that has received the visit request, and sends it to the management server 12. Further, when the administrator operates the management terminal 14, the visit data (FIG. 6) created by the management server 12 can be changed.

When the operator terminal 15 receives a sudden event (hereinafter referred to as “emergency factor”) that requires urgent action such as a power failure, the management terminal 14 temporarily holds the emergency factor. In such a state, if there is an access from the management server 12, the management terminal 14 sends an emergency factor to the management server 12. The urgent factors include
Traffic conditions Power outage due to distribution line accidents Corresponding to broken poles Corresponding to wire breaks (sagging) Responding to fire.

  The management server 12 is a computer that manages customer data and the like in order to manage customers. In this embodiment, when the management server 12 receives the request contents together with the visit request from the management terminal 14, the management server 12 visits the visit request and the request contents based on the customer data (FIG. 3) and the work list (FIG. 4). A request list (FIG. 5) is created and stored in the database 13.

  Thereafter, the management server 12 performs a creation process for creating visit data for the current day (FIG. 6) from the visit request list (FIG. 5). When this creation process is started, the management server 12 obtains the work standard time and priority obtained by referring to the work list (FIG. 4) from the request contents recorded in the visit request list (FIG. 5), and the customer's request. The visit data (FIG. 6) is created based on the visit date. In addition, when an urgent factor that is an event that requires urgent action occurs after the creation of the visit data (FIG. 6), the urgent factor is incorporated and the visit data is created again. The visit data (FIG. 6) created by the management server 12 can be corrected by the management terminal 14. In this way, the management server 12 creates visit data (FIG. 6), stores this data in the database 13, and ends the creation process.

  When the management server 12 receives a visit data transmission request from the business terminal 20, the management server 12 reads the visit data for the current day (FIG. 6) from the database 13 and transmits this data to the business terminal 20.

  When the management server 12 receives the work completion data from the business terminal 20 possessed by the worker, the management server 12 performs the following determination process. The work end data is data representing the work number and the end time, as described above. When starting the determination process, the management server 12 reads visit data (FIG. 6) from the database 13 as shown in FIGS. 7 and 8 (step S1). Then, the management server 12 compares the visit data (FIG. 6) with the work end data (step S2), and delays the work according to the scheduled visit time of the visit data (FIG. 6) and the end time of the work end data. Time is calculated (step S3). Thereafter, the management server 12 determines whether or not a work delay time has occurred (step S4). If there is a delay time in step S4, the management server 12 stores the delay time calculated in step S3 (step S5).

  When there is no delay time in step S4 or after storing the delay time in step S5, the management server 12 accesses the management terminal 14 to check whether there is an emergency factor (step S6). If there is an urgent factor, the management server 12 performs a delay time calculation process due to the urgent factor (step S7).

  In step S7, as shown in FIG. 9, the management server 12 determines whether or not the destination is accompanied by an emergency factor such as a customer visit (step S41). If there is a destination, the management server 12 accesses the management terminal 14 and extracts a destination address due to an emergency factor (step S42). Thereafter, the management server 12 refers to the map data in the database 13 to calculate the travel time from the work place included in the work end data to the extracted destination (step S43), and accesses the management terminal 14 By referring to the obtained request contents and the work list of the database 13 (FIG. 4), the corresponding time at the destination is checked (step S44), and from the destination to the next destination by referring to the map data of the database 13 Is calculated (step S45). Thereafter, the management server 12 sets the integration result of the times calculated in steps S43 to S45 as a delay time (step S46), and ends the delay time calculation process.

  On the other hand, in step S41, when there is no specific destination as in the traffic situation, the management server 12 checks the delay time according to the cause of the delay (step S47) and ends the delay time calculation process. In step S47, for example, if the emergency factor is traffic conditions, the management server 12 collects traffic information from the communication network 100 and checks the delay time. Further, the management server 12 may acquire the delay time from the management terminal 14.

  When step S7 ends, the management server 12 stores the delay time obtained by the delay time calculation process (step S8). Thereafter, the management server 12 incorporates the delay time calculated in step S7, performs the visit data creation process described above again, and updates the visit data (FIG. 6) (step S9). Thereafter, the management server 12 checks whether there is another emergency factor (step S10), and if there is another emergency factor, returns the processing to step S7. Through such a series of processing, it is possible to reflect all emergency factors generated during one operation in the visit data.

  If it is determined in step S10 that there is no urgent factor, the management server 12 integrates the delay times stored in steps S5 and S8 (step S11), and determines whether the integration result is within an allowable range (step S12). The allowable range is a predetermined time. For example, even if the worker is delayed, the allowable range is set to a time when the burden on the customer does not increase significantly or a time when the customer is not stressed. When the delay time integration result is not within the allowable range, the management server 12 refers to the visit data updated in step S9 and updated to the latest state, extracts the latest visit destination (step S13), The included visit time is extracted (step S14). Thereafter, the management server 12 creates a message notifying that the visit time and the delay have occurred (step S15), and transmits this message to the next visit destination (step S16). In step S16, the management server 12 transmits a message by e-mail when the e-mail address is recorded in the visit data. Further, for customers who cannot receive e-mails, a message may be sent to the customer by synthetic voice using an automatic voice response device or the like, and the operator terminal 15 is notified of the message. A message may be sent from the operator terminal 15 to the customer's telephone. Furthermore, a facsimile can be used.

  After step S16, the management server 12 refers to the latest visit data and determines whether there is an unreported visit destination (step S17). If there is an unnotified visit destination, the next visit destination is extracted from the visit data (step S18), and the process returns to step S14. When a delay occurs in the visit time by such a series of processes, the management server 12 can send a message notifying the occurrence of the delay to all the customers of the same day who will be visiting.

  On the other hand, if the delay time integration result is within the allowable range in step S12, the management server 12 creates a message indicating that there is no delay (step S19), and transmits this message to the business terminal 20 (step S20). . Thereby, the operator can confirm that there is no delay. If there is no unreported visit destination in step S17, the management server 12 creates a message that informs both of the delay in the visit and the notification of the delay to the customer to be visited. (Step S21) This message and the last updated visit data, that is, the latest visit data are transmitted to the business terminal 20 (Step S22). As a result, the worker can confirm that the delay has occurred, and can confirm that the delay has been notified to the customer who will be visiting. Furthermore, the visit data (FIG. 6) stored in the memory 22 of the business terminal 20 can be updated.

  When step S20 ends or when step S22 ends, the management server 12 ends the determination process.

  Next, a visit notification method using the visit notification system according to this embodiment will be described with reference to FIG. Before the day's work starts, the management server 12 performs a creation process (step S101). With this creation process, the management server 12 creates visit data (FIG. 6) and stores it in the database 13.

  Thereafter, at the beginning of the day's work, the operator operates the business terminal 20 to send a visit data transmission request to the customer center management server 12 (step S102). When the management server 12 receives the transmission request, the management server 12 reads the visit data for the current day (FIG. 6) from the database 13 (step S103), and transmits this data to the business terminal 20 (step S104). Upon receiving the visit data, the business terminal 20 stores this data (step S105) and displays the first visited place (step S106). As a result, the worker goes to the first place to visit and starts the visit handling work for the day.

  When the first work in the visit handling work on that day is finished, the worker operates the portable terminal 30 to input the work finish. Upon receiving the work end instruction (step S107), the portable terminal 30 reads the work number of the finished work from the visit data (FIG. 6) and obtains the time when the work is finished (step S108). Thereafter, the portable terminal 30 uses the data representing the work number and the end time as work end data, and transmits the work end data to the customer center (step S109).

  When the customer center management server 12 receives the work end data from the work terminal 20 of the worker, it performs a determination process (step S110). If there is no delay in the next visit time by this determination processing, the management server 12 creates a message notifying that there is no delay, and transmits this message to the business terminal 20. Further, when a delay occurs in the visit time to the next destination, the management server 12 creates a message notifying both of the delay in the visit and notifying the customer of the delay, This message is transmitted to the business terminal 20. Furthermore, when the visit data (FIG. 6) is updated by the determination process, the management server 12 transmits the latest visit data to the business terminal 20.

  Thereafter, the business terminal 20 refers to the visit data and determines the presence or absence of the next visit destination (step S111). If there is a next visit destination, the business terminal 20 returns the processing to step S106, and if there is no next visit destination, the business terminal 20 transmits a message to the management server 12 informing that the visit correspondence business for the day has ended. .

  In this way, according to this embodiment, it is possible to automatically notify the customer of the correct visit time when performing the visit handling work. Thereby, when the delay time occurs, the worker does not need to contact the customer at the next visit destination, so that the worker can concentrate on the business process. Further, the business terminal 20, the management server 12, and the like do not require modification or change to the apparatus, and the processing procedure may be changed, so that the cost for realizing the system can be kept low.

(Embodiment 2)
In this embodiment, the business terminal 20 performs the determination process of the first embodiment. In this embodiment, components and processes that are considered to be the same as or the same as those of the first embodiment described above are denoted by the same reference numerals, and description thereof is omitted.

  In this embodiment, the business terminal 20 performs the determination process performed by the management server 12. That is, when the business terminal 20 receives the work end data from the input unit 24, the business terminal 20 performs the following determination process. When starting the determination process, the business terminal 20 reads visit data (FIG. 6) from the memory 22 in step S1. Thereafter, the business terminal 20 performs the processing of steps S2 to S5 as in the first embodiment.

  When there is no delay time in step S4 or after storing the delay time in step S5, the business terminal 20 accesses the management terminal 14 to check whether there is an emergency factor (step S6). If there is an urgent factor, the business terminal 20 performs a delay time calculation process due to the urgent factor (step S7). When step S7 is completed, the business terminal 20 performs the processing of steps S8 to S15 as in the first embodiment, and transmits the message created in step S15 to the next visited site (step S16). Thereafter, the business terminal 20 refers to the latest visit data and determines whether there is an unnotified visit destination (step S17). If there is an unnotified visit destination, the next visit destination is extracted from the visit data (step S18), and the process returns to step S14. If a delay occurs in the visit time due to such a series of processes, the business terminal 20 can send a message notifying the occurrence of the delay to all the customers of the same day who will be visiting.

  When step S18 ends, as shown in FIG. 11, the business terminal 20 creates a message informing that there is no delay in step S19 when the accumulated result of the delay time is within an allowable range in step S12. The message is displayed on the display unit 23 (step S20A). Thereby, the operator can confirm that there is no delay. If there is no unreported visit destination in step S17, the business terminal 20 notifies both of the fact that the visit has been delayed in step S21 and that the customer to be visited is notified of the delay in step S21. This message is displayed on the display unit 23 (step S22A). As a result, the worker can confirm that the delay has occurred, and can confirm that the delay has been notified to the customer who will be visiting. After step S22A, the business terminal 20 stores the last updated visit data in the memory 22 (step S23A).

  When step S20A ends or when step S23A ends, the management server 12 ends the determination process.

  Next, a visit notification method using the visit notification system according to this embodiment will be described. In this embodiment, as shown in FIG. 12, steps S101 to S108 are performed as in the first embodiment. When step S108 ends, the business terminal 20 performs a determination process (step S109A). If there is no delay in the visit time to the next destination by this determination process, the business terminal 20 creates a message notifying that there is no delay and displays this message. Thereby, even if a delay occurs, the operator is notified that it is within the allowable range. Further, when a delay occurs in the visit time to the next visit destination, the business terminal 20 displays that the delay is notified to the customer to be visited by the determination process, and stores the latest visit data.

  Thereafter, the business terminal 20 refers to the latest visit data and determines whether there is a next visit destination (step S110A). If there is a next visit destination, the business terminal 20 returns the processing to step S106, and if there is no next visit destination, the business terminal 20 transmits a message to the management server 12 informing that the visit correspondence business for the day has ended. .

  In this way, according to this embodiment, in addition to the effects of the first embodiment, all business terminals including the business terminal 20 perform the determination process, respectively, so that the burden on the management server 12 can be reduced.

  As mentioned above, although each embodiment of this invention has been described in detail, the specific configuration is not limited to each embodiment, and even if there is a design change or the like without departing from the gist of this invention, It is included in this invention. In each embodiment, the visit correspondence business of the electric power company is taken as an example, but the visit correspondence business is not limited to this, and can be applied to various visit correspondence businesses such as gas and water.

1 is a configuration diagram showing a visit notification system according to Embodiment 1. FIG. It is a block diagram which shows the business terminal of FIG. It is a figure which shows an example of customer data. It is a figure which shows an example of a work list. It is a figure which shows an example of a visit request list. It is a figure which shows an example of visit data. It is a flowchart which shows an example of a determination process. It is a flowchart which shows an example of a determination process. It is a flowchart which shows an example of a delay time calculation process. FIG. 5 is a sequence diagram illustrating a visit notification method according to Embodiment 1. 10 is a flowchart showing a part of a delay time calculation process according to the second embodiment. FIG. 10 is a sequence diagram illustrating a visit notification method according to Embodiment 2.

Explanation of symbols

11 Communication control device 12 Management server (first means, second means)
13 Database 14 Management terminal 15 Operator terminal 20 Business terminal 30 Mobile terminal 100 Communication network

Claims (5)

A first means for generating visit data including a scheduled visit time to visit on the day;
When the work at the destination is completed, a delay time is calculated when a delay due to an unexpected factor occurs, and the planned visit time calculated based on the delay time is included in the visit data. And a second means for notifying the customer.   2. The visit notification system according to claim 1, wherein when the delay time is larger than an allowable range set in advance, the second means notifies the unvisited customer of a scheduled visit time.   The visit notification system according to claim 1 or 2, wherein the second means sends the scheduled visit time calculated based on the delay time to the customer by e-mail. The first means creates visit data including a scheduled visit time to visit on the day based on a work standard time which is a standard time required for business processing,
The second means calculates a delay time based on the work standard time when an unexpected factor occurs and the factor is a visit request from a customer. 4. The visit notification system according to any one of 3 above. Create visit data including the scheduled visit time to visit on the day,
When the work at the destination is completed, the delay time is calculated when a delay occurs due to an unexpected factor.
A visit notification method comprising: notifying an unvisited customer included in the visit data of a scheduled visit time calculated based on the delay time.

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