JP2016162281A - Customer service support system and method thereof - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a customer service support system for enabling a receptionist who responds to an inquiry from a customer and a worker in charge who works in a customer house to share information.SOLUTION: The customer service support system includes: data acquisition means for acquiring and transmitting data from a customer data storage part and a facility data storage part in response to a search request; reception data creation means for acquiring customer information corresponding to a customer code included in a reception data creation instruction from the customer storage part, and for acquiring a worker in charge corresponding to the postal code of the acquired customer information from a worker-in-charge data storage part, and for creating and transmitting reception data to a terminal device; and reception data registration means for acquiring a mobile terminal address from the worker-in-charge data storage part on the basis of the worker in charge included in the received reception data in accordance with the reception of the reception data whose reception code has not been set, and for distributing the reception data to the acquired mobile terminal address.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a system that supports a call center and a sales office that receive inquiries from customers regarding services provided by gas companies to customers.

  Gas companies have provided customers with services such as gas supply, gas appliance sales, and gas appliance repair. Traditionally, call centers that accept inquiries from customers regarding these services (customer consultation rooms, service centers) , Help desk etc. are also synonymous).

  When a customer starts / stops the use of gas, replaces a gas appliance in use, or malfunctions of a gas appliance in use, the customer calls the call center and informs the receptionist of the inquiry.

  When an inquiry from a customer is accepted, at the call center, the receptionist verbally collects customer questions, requests, and factual information, and the receptionist responds according to the type of inquiry. Appropriate measures are taken, such as transferring to the work station or returning from the person in charge of the work.

  In particular, in the case of an inquiry regarding a failure of a gas appliance, a problem is not solved only by an answer from a call center receptionist, and a person in charge of work generally visits a customer's house. Therefore, in cases where a customer's home visit is required, the receptionist asks the customer about the desired visit date and time, identifies the worker in charge of visiting the customer's home, and quickly and accurately conveys the collected information to the worker. It was necessary to work.

  By the way, as a gas appliance repair service currently provided, it is common to guarantee a gas appliance manufactured and sold in-house for a certain period of time. Therefore, for example, a customer who receives gas supply from Company A, uses a gas water heater purchased from Company B, and purchases and uses a gas stove made by Company C at a mail order site. In addition, it is necessary to contact the call center of Company C for gas stoves.

  However, not all customers know the exact contact information, and inquires about the company's call center about gas water heaters and gas stoves. There are many cases that are necessary.

JP-A-8-296839

  In Patent Document 1, information on gas appliances for supporting the response to a telephone requesting repair from a user at a gas appliance repair and maintenance service center is constructed as a database, and necessary information is displayed as needed. A repair call response support system is disclosed that enables a quick and accurate response without depending on the level of the receptionist by enabling display on a printer or printing out from an output device. .

  However, in the invention described in Patent Document 1, it is necessary for the receptionist to arrange the repair worker and transfer the information to the repair worker. If you have been inadvertently transferred to the repair worker and misinformation is transmitted, it will be irretrievable.

  In addition, after the receptionist requests the repair worker to visit the customer's home, if the customer contacts the call center again before the repair worker starts work at the customer's home, the additional customer will There was definitely no way to convey this information to repair workers.

  In addition, even if the repair worker performs repair work at the customer's home and the customer contacts the call center again, the receptionist cannot grasp the repair work performed at the customer's home, and the customer Was hindering their response.

  In order to solve the above-described problems, the customer service support system according to the present invention enables information sharing between a receptionist who responds to an inquiry from a customer and a person in charge of work at a customer's home. Customer support system that stores customer information including customer code, customer name, zip code, and address, and stores facility information including customer code, manufacturer, model, and manufacturing date An equipment data storage unit, a work person data storage unit for storing work person information including a zip code, a sales office, a worker, and a mobile terminal address of a mobile terminal owned by the worker, and a reception Reception data storage unit for storing reception information including code, customer code, customer name, postal code, address, scheduled response date, sales office, worker, and reception memo, and receptionist Data acquisition means for acquiring data from the customer data storage unit, the facility data storage unit, or the reception data storage unit in response to a search request from a terminal device to be used, and transmitting the data to the terminal device; and the terminal device In response to receiving the reception data creation instruction including the customer code from the customer name, the zip code and the address corresponding to the customer code are acquired from the customer data storage unit, and the zip code corresponding to the acquired zip code A reception data creation means for obtaining a sales office and a worker in charge from the worker data storage unit, creating reception data and transmitting the reception data to the terminal device, and a reception in which no reception code is set from the terminal device In response to receiving data, a reception code is set and registered in the reception data storage unit, and work included in the received reception data Based on the person in charge, a mobile terminal address is acquired from the worker data storage unit, and reception data registration means for distributing the reception data to the acquired mobile terminal address, and reception from the terminal device or the mobile terminal A reception data update unit that updates the reception data storage unit with the received reception data in response to reception of reception data in which a code is set. When reception data is received from a terminal device, the reception data Receiving data updating means for acquiring a mobile terminal address from the worker data storage unit and distributing the received data to the acquired mobile terminal address.

  According to the present invention, when a receptionist receives an inquiry from a customer, the person in charge of the work corresponding to the inquiry of the target customer is automatically searched by searching for the target customer data and registering the reception data corresponding to the inquiry. The reception data can be transmitted to the mobile terminal of the identified worker.

  In addition, according to the present invention, it is possible to add update information to incomplete reception data from both the receptionist and the person in charge of the work, so that the state of the customer can be grasped in real time and the customer can be handled. can do.

  Furthermore, according to the present invention, a service that provides a warranty in accordance with the manufacturer's warranty for a gas appliance held by a consumer who supplies gas, within a certain period after manufacture, regardless of the manufacturer / seller. By providing customers, customers can get an unprecedented sense of security and satisfaction.

It is a figure which shows the customer response system structure which concerns on one Embodiment of this invention. It is a block diagram which shows the structure of the customer service assistance server which concerns on one Embodiment of this invention. It is a figure which shows an example of the information stored in the customer data storage part which concerns on one Embodiment of this invention. It is a figure which shows an example of the information stored in the equipment data storage part which concerns on one Embodiment of this invention. It is a figure which shows an example of the information stored in the worker person data storage part which concerns on one Embodiment of this invention. It is a figure which shows an example of the information stored in the reception data storage part which concerns on one Embodiment of this invention. It is a flowchart which shows the process at the time of a reception person / worker responding to the inquiry from the customer which concerns on one Embodiment of this invention. It is a figure which shows the exemplary new reception screen which concerns on one Embodiment of this invention. It is a figure showing an example work calendar screen concerning one embodiment of the present invention. It is a figure which shows the exemplary reception data detail screen which concerns on one Embodiment of this invention. It is a flowchart which shows the process at the time of a reception person responding to the re-inquiry from the customer which concerns on one Embodiment of this invention. It is a figure which shows the exemplary reception log | history screen which concerns on one Embodiment of this invention.

  FIG. 1 is a diagram showing a customer service system configuration according to an embodiment of the present invention. As shown in FIG. 1, a call center 100 of a gas company includes a telephone exchange (PBX) 101, a CTI server 102, a customer service support server 103, telephones (111a, 112a, 113a,. The terminal devices (111b, 112b, 113b,...) Of the acceptor are installed, and the customer's telephone 110 and the telephone exchange (PBX) 101 are connected via a telephone network. The telephone is not limited to a fixed telephone and can be an IP telephone. The sales office 120 is also provided with a receptionist telephone 121a and a receptionist terminal device 121b, and the customer telephone 110 and the receptionist telephone 121a are connected via a telephone network.

  The telephone exchange (PBX) 101 distributes telephones for a plurality of lines from the central office side to receptionist telephones. Further, the telephone exchange (PBX) 101 switches the connection destination of the call from the customer in accordance with the instruction sent via the CTI server 102. For example, when an instruction is given to transfer a call connected to a telephone of a certain receiver to a telephone in a different department, the call connection destination from the customer is switched according to this instruction.

  The receptionist receives an inquiry from a customer. Use a terminal device (111b, 112b, 113b, 121b, etc.) for information processing such as a personal computer to search for information from the customer data storage unit 104, facility data storage unit 105, etc. connected to the terminal device via a network. The received data corresponding to the inquiry content is input and transmitted to the customer service support server 103.

  The customer service support server 103 includes a customer data storage unit 104, an equipment data storage unit 105, a worker data storage unit 106, and a reception data storage unit 107. Each reception person installed in the call center 100 via a network. Are configured to communicate with the terminal devices (111b, 112b, 113b,...) And the terminal device 121b of the acceptor installed at the sales office. In response to a request from the acceptor's terminal device, information stored in the customer data storage unit 104, the facility data storage unit 105, etc. is provided, and the acceptance data transmitted from the acceptor's terminal device is also received as a receipt data storage. Stored in the unit 107.

  The customer support server 103 is also configured to communicate with the mobile terminals 130a, 130b,..., 130n (hereinafter referred to as the mobile terminals 130) of each worker in charge via the network. The customer service support server 103 can transmit the reception data transmitted from the terminal device of the reception person to the mobile terminal 130 of the worker in charge corresponding to the inquiry of the target customer.

  The mobile terminal 130 is a terminal owned by each person in charge at a sales office. The person in charge of the work visits the target customer's house on the scheduled date and time according to the reception data transmitted to the mobile terminal 130. The person in charge of the work who responded at the customer's home updates the received data via the mobile terminal 130 and transmits it to the customer service support server 103.

  Next, the configuration of the customer support server 103 described above will be described in detail with reference to the block diagram of FIG. In FIG. 2, only a necessary functional configuration is shown assuming a single computer system, but the customer service support server 103 is configured as a part of a multi-functional distributed system using a plurality of computer systems. You can also.

  The customer support server 103 is connected to a CPU 201 via a system bus 202, a RAM 203, an input device 204, an output device 205, a communication control device 206, and a storage device 207 composed of a nonvolatile storage medium (ROM, HDD, etc.). It has the structure made. The storage device 207 includes a program storage area for storing a software program for performing the above-described functions, and a data storage area for storing data acquired at any time, data as a processing result, and the like. Each means in the program storage area described below is actually an independent software program, its routine, component, etc., which is called from the storage device 207 by the CPU 201 and expanded in the work area of the RAM 203, while referring to the database and the like as appropriate. Each function is performed by being executed sequentially.

  The data storage area includes a customer data storage unit 104, an equipment data storage unit 105, a worker data storage unit 106, and a reception data storage unit 107. Each is a certain storage area secured in the storage device 207.

  The customer data storage unit 104 stores information about customers. In one embodiment, the customer data storage unit 104 stores a customer code, a customer code, a customer name, a postal code, an address, a telephone number, and a warranty service subscription flag, as shown in FIG.

  The customer code is a code that uniquely identifies the customer, and the customer code is a code that uniquely identifies the customer. The customer code is a code assigned to all customers of the gas operator, and the customer code is assigned only to a customer who is receiving gas supply service from the gas operator. For example, for a customer who has received a gas supply service from another gas company but has purchased a gas appliance from the gas company, only a customer code is assigned.

  The warranty service subscription flag indicates whether or not the gas appliance warranty service provided by the gas company is subscribed (“0” if not subscribed, “1” if subscribed).

  The equipment data storage unit 105 stores information regarding equipment installed at the customer's home. In one embodiment, the equipment data storage unit 105 stores a customer code, a manufacturer, a model, a manufacturing date, a device name, and an installation location, as shown in FIG. Equipment data is registered at any time when a customer purchases equipment from the gas company, during a periodic security check, or when making an inquiry to a call center or the like.

  The worker data storage unit 106 stores information related to the worker. In one embodiment, the person-in-charge data storage unit 106 stores a zip code, a sales office code, a sales office, a person-in-charge code, a worker in charge, and a mobile terminal address, as shown in FIG. It is possible to specify the sales office and the person in charge of the work having jurisdiction over the area identified by the postal code.

  The mobile terminal address stores information for identifying on the network a terminal owned by a worker in charge of receiving data. In this embodiment, a zip code is used as the minimum unit for identifying an area. However, a unique identifier may be assigned to other units (city, ward, town, etc.) for management.

  The reception data storage unit 107 stores information related to inquiries from customers. In one embodiment, the reception data storage unit 107 includes a reception code, a reception category, a reception date, a reception time, a reception place, a reception person, a customer code, a customer code, a customer name, and a guarantee, as shown in FIG. Stored are a service subscription flag, a postal code, an address, a telephone number, a scheduled response date, a scheduled response time, a sales office code, a sales office, a sales staff code, a worker, a reception memo, a reason for updating, and a status.

  The reception code is a code that uniquely identifies an inquiry from a customer. The reception category stores classifications of inquiries such as “appliance estimate / purchase request”, “contract plan consultation”, “gas appliance failure”, and the like. In the scheduled response date and the scheduled response time, the desired visit date and time confirmed by the customer from the customer in the case where the customer's home visit is necessary is stored.

  The sales office code, the sales office in charge, the person in charge code, and the person in charge of work store information on the sales office corresponding to the inquiry and the person in charge of the operation. In the present embodiment, the customer service support server 103 refers to the worker data storage unit 106 based on the customer's zip code and identifies the corresponding sales office and worker.

  The reception memo stores the content of the inquiry that the reception person confirmed from the customer. The reason for updating can be used when the reception person or the person in charge of work updates the reception data according to the situation after the reception data is registered in the reception data storage unit 107. The status indicates the status of the inquiry as “0: not completed” or “1: completed”.

  If only software programs stored in the program storage area are related to the present invention, data acquisition means 208, reception data creation means 209, reception data registration means 210, reception data update means 211, and repair request means. 212 is provided.

  The data acquisition unit 208 acquires predetermined data from the storage unit of the data storage area in response to a search request from the terminal device, and transmits the predetermined data to the terminal device. First, when receiving a customer search request including a customer name, an address, and the like from the terminal device, the data acquisition unit 208 acquires customer data from the customer data storage unit 104 based on the received customer search request. Further, when receiving the equipment search request including the customer code from the terminal device, the data acquisition unit 208 acquires equipment data from the equipment data storage unit 105 based on the received equipment search request.

  In addition, when receiving a reception search request including a customer code, a reception code, etc., the data acquisition unit 208 acquires reception data from the reception data storage unit 107 based on the received reception search request.

  When the reception data creation means 209 receives the reception data creation instruction including the customer code from the terminal device, first, the customer code, customer name, warranty service subscription flag, zip code corresponding to the customer code included in the reception data creation instruction The address and telephone number are acquired from the customer data storage unit 104. Furthermore, the reception data creation unit 209 acquires the sales office corresponding to the customer's zip code and the worker in charge from the worker data storage unit 106, creates reception data, and transmits the reception data to the terminal device.

  When the reception data registration unit 210 receives reception data for which no reception code is set from the terminal device, the reception data registration unit 210 sets the reception code and registers it in the reception data storage unit 107. Furthermore, the reception data registration unit 210 acquires the mobile terminal address from the worker data storage unit 106 based on the person-in-charge code included in the reception data, and distributes the reception data to the acquired mobile terminal address.

  When the reception data update unit 211 receives the reception data in which the reception code is set from the terminal device or the mobile terminal 130, the reception data update unit 211 updates the reception data storage unit 107 with the received reception data. Further, when the reception data update unit 211 receives the reception data from the terminal device, the reception data update unit 211 acquires the mobile terminal address from the worker data storage unit 106 based on the person-in-charge code included in the reception data, and acquires the mobile Delivery data is delivered to the terminal address.

  Upon receiving the repair request instruction including the reception code, the repair request destination information, and the billing destination information from the terminal device or the mobile terminal 130, the repair request unit 212 specifies the repair request destination included in the repair request instruction by the reception code. Received data and billing address information are transmitted. The repair request destination information includes information of a manufacturer who requests repair of the gas appliance (representative mail address, person in charge mail address, etc.). The billing destination information includes information (“0: gas company” or “1: customer”) that is billed for the cost required for repairing the gas appliance.

  Next, with reference to the flowchart of FIG. 7, a processing process when the acceptor / worker responds to an inquiry from a customer will be described. In the gas company A, the customer data storage unit 104 as shown in FIG. 3, the equipment data storage unit 105 as shown in FIG. 4, the worker data storage unit 106 as shown in FIG. 5, and FIG. It is assumed that the reception data storage unit 107 as shown in (a) is registered in advance.

  Regardless of the manufacturer or distributor, Gas Company A provides a service that guarantees the same warranty as the manufacturer's warranty if the gas appliance owned by the customer supplying the gas fails within 10 years of manufacture. It is assumed that the customer data storage unit 104 stores whether the gas appliance warranty service is provided.

  The customer 2 who is the customer of the gas company A calls the call center, the telephone exchange (PBX) 101 notifies the receptionist 2 of the telephone 112a of the incoming call, and the receptionist performs a response operation (press the reception button, Etc.), and the call is started.

  The acceptor confirms information such as the customer name and address from the customer, and transmits a customer search request including the confirmed customer information from the terminal device to the customer support server 103 in S701. In step S702, the data acquisition unit 208 of the customer support server 103 acquires customer data from the customer data storage unit 104 based on the received customer search request and transmits the customer data to the terminal device.

  In this embodiment, the acceptor 2 transmits a customer search request including “customer name: customer 2” and address “○ prefecture Δ city” from the terminal device 112b to the customer support server 103, and the data acquisition unit 208 The customer data specified by “customer code: 22345678” shown in FIG. 3 is acquired and transmitted to the terminal device 112b. The accepter 2 continues to deal with the customer while referring to the customer data displayed on the terminal device 112b.

  The receptionist hears that the inquiry is related to the failure of the gas appliance, and transmits a facility search request regarding the currently displayed customer data to the customer support server 103 from the terminal device in S703. In S <b> 704, the data acquisition unit 208 acquires facility data from the facility data storage unit 105 based on the received facility search request and transmits the facility data to the terminal device.

  In the present embodiment, a facility search request including “customer code: 22345678” is transmitted from the terminal device 112b to the customer support server 103, and the data acquisition unit 208 includes “customer code: 22345678” shown in FIG. Two pieces of equipment data are acquired and transmitted to the terminal device 112b. The acceptor 2 continues to respond to the customer while selecting and referring to the equipment data of the gas appliance relating to the customer's inquiry among the two pieces of equipment data displayed on the terminal device 112b.

  If the reception person determines that a visit to the customer's home by the person in charge of the work is necessary, in step S705, a reception data creation instruction including the customer code is transmitted from the terminal device to the customer service support server 103. In step S <b> 706, the reception data creation unit 209 of the customer support server 103 receives the customer code, customer name, warranty service subscription flag, postal code, address, and telephone number corresponding to the customer code included in the reception data creation instruction. Obtained from the storage unit 104. Further, the reception data creation means 209 obtains the sales office code, the sales office, the sales staff code, and the work staff corresponding to the customer's zip code from the work staff data storage unit 106, and creates the reception data. Send to terminal device.

  In this embodiment, a reception data creation instruction including “customer code: 22345678” is transmitted from the terminal device 112b to the customer support server 103, and the reception data creation means 209 provides customer information corresponding to “customer code: 22345678”. Is obtained from the customer data storage unit 104, and the sales office information (100: Omiya sales office) corresponding to the customer's “zip code: 1234001” and the worker information (22222: worker 2) are shown in FIG. Is obtained from the worker data storage unit 106 shown in FIG. 5A, and reception data is created and transmitted to the terminal device 112b. It is assumed that a reception screen as shown in FIG. 8 is displayed on the terminal device 112b of the reception person 2. It is assumed that “0: incomplete” is set as the initial value in the state of the received data.

  Regarding the reception date, reception time, reception location, and receptionist, based on the information held in the terminal device, the date and time when the terminal device transmitted the reception data creation instruction, the location where the terminal device is installed, The acceptor who is currently logged in to the terminal device can be automatically set.

  Based on the information interviewed by the customer, the reception person inputs the reception classification, the corresponding scheduled date, the corresponding scheduled time, and the received memo on the reception screen. In the case of inquiries regarding the failure of gas appliances, the receptionist will transcribe information such as manufacturer, model, manufacturing date, appliance name, etc. into the reception memo from the facility data being referenced, and also indicate the details of the malfunction of the gas appliance. input.

  In addition, for the sales office and the person in charge of the work, the person in charge of the sales office that has jurisdiction over the area of the customer's zip code is set. For example, if the person in charge is absent on a vacation or business trip, The receptionist can also set another person in charge of work.

  In step S <b> 707, the received acceptance data is transmitted from the terminal device to the customer support server 103. In step S <b> 708, the reception data registration unit 210 of the customer service support server 103 sets a reception code in the received reception data and registers it in the reception data storage unit 107. Further, in S709, the reception data registration unit 210 acquires the mobile terminal address from the worker data storage unit 106 based on the person-in-charge code included in the reception data, and distributes the reception data to the acquired mobile terminal address. To do.

  In the present embodiment, the reception data registration unit 210 sets “reception code: 20150120-001” in the reception data, registers the reception data shown in FIG. 6B in the reception data storage unit 107, and Based on the “person in charge code: 22222” included in the reception data, “mobile terminal address: 100-22222” is acquired from the worker data storage unit 106, and the reception data is distributed to the acquired mobile terminal address.

  When the reception data is received from the customer service support server 103, in S710, the mobile terminal 130 performs notification (display of an icon, output of an electronic sound, etc.) notifying reception of the reception data. Further, the mobile terminal 130 displays the reception data using a work calendar screen as shown in FIG. The work calendar screen includes a calendar part 901 and a work list part 902, and the calendar part 901 displays the number of received data whose corresponding scheduled date is that day for each day. The work list section 902 includes a recent work list that displays a list of received data whose corresponding scheduled date is the current day, a progressed work list that displays a list of received data that has passed the planned scheduled date, or a scheduled date for future correspondence. A ToDo list that displays a list of certain received data is displayed.

  In the present embodiment, the calendar unit 901 displays 1 as the number of received data on January 20, and the work list unit 902 stores the received data of the customer 2 as received data whose corresponding scheduled date is the current day. Is displayed.

  It is assumed that the person in charge of work selects the displayed reception data, confirms the reception data detail screen as shown in FIG. 10, and performs work at the customer's home.

  In the present embodiment, it is assumed that it is determined that it is necessary to request the manufacturer to repair due to a component failure as a result of the on-site response by the worker.

  The person in charge of the operation presses the completion button on the reception data detail screen and inputs the result of the on-site response as the reason for the update. In S711, the on-site response to the reception data is completed from the mobile terminal 130 together with the updated reception data. An instruction indicating that the request has been made is transmitted to the customer service support server 103.

  In S <b> 712, when the reception data update unit 211 of the customer service support server 103 receives reception data from the mobile terminal 130, the reception data storage unit 107 is updated by setting “1: completed” in the state of the received reception data. .

  In the present embodiment, the received data update unit 211 sets “1: completed” in the status of the received data, and updates the received data storage unit 107 as shown in FIG.

  According to the present invention, when the acceptor accepts an inquiry from a customer, the acceptor simply retrieves the target customer data and registers the acceptance data corresponding to the inquiry, and the work corresponding to the inquiry of the subject customer. The person in charge is automatically specified, and the reception data can be transmitted to the mobile terminal of the specified person in charge of the work. As a result, it is possible to greatly reduce accidents in the arrangement of the worker in charge due to the mistake of the receptionist and the transfer to the worker. Furthermore, by reducing the work load of the receptionist, the receptionist can efficiently respond to the next inquiry.

(Reception data update processing by the receptionist)
Next, with reference to the flowchart of FIG. 11, processing when the acceptor responds to a re-inquiry from the customer before the worker in charge starts work at the customer's home will be described.

  In the present embodiment, it is assumed that after S709 in FIG. 7 and before S711, the customer 2 contacts the call center again and the acceptor 2 starts a call.

  The receptionist confirms information such as the customer name, address, and inquiry history from the customer, and transmits a reception search request including the confirmed customer information, reception date and time, etc., from the terminal device to the customer support server 103 in S1101. . In step S1102, the data acquisition unit 208 of the customer service support server 103 acquires reception data from the reception data storage unit 107 based on the received reception search request, and transmits the reception data to the terminal device.

  In the present embodiment, the acceptor 2 transmits an acceptance search request including “customer name: customer 2” and “acceptance date: 2015/01/20” from the terminal device 112b to the customer support server 103 to obtain data. The means 208 acquires the reception data specified by “reception code: 20150120-001” shown in FIG. 6B, and transmits it to the terminal device 112b. It is assumed that an acceptance history screen as shown in FIG. 12 is displayed on the terminal device 112b of the acceptor 2.

  Based on the additional information interviewed by the customer, the reception person inputs correction contents or update contents on the reception history screen. In the present embodiment, when correcting the registered reception data, the reception person presses the reception information correction button on the reception history screen shown in FIG. 12 to correct the corresponding item. When adding new information to the acceptance data, the acceptor presses a continuation button on the acceptance history screen shown in FIG. 12 and inputs new information as the reason for the update. Furthermore, when closing this inquiry as a result of hearing from the customer, such as the failure of the gas appliance is improved, the receptionist presses the completion button on the reception history screen shown in FIG. input.

  In step S <b> 1103, the received acceptance data is transmitted from the terminal device to the customer support server 103. In step S <b> 1104, the reception data update unit 211 of the customer support server 103 updates the reception data storage unit 107 using the received reception data. Furthermore, in S1105, the reception data update unit 211 acquires the mobile terminal address from the worker data storage unit 106 based on the person-in-charge code included in the reception data, and distributes the reception data to the acquired mobile terminal address. To do.

  When the reception data is received from the customer service support server 103, in S1106, the mobile terminal 130 performs notification (display of an icon, output of an electronic sound, etc.) notifying reception of the reception data. Further, the mobile terminal 130 updates and displays the work calendar screen.

  In the present embodiment, when receiving reception data whose state is “0: incomplete”, the mobile terminal 130 displays the contents of the updated reception data on the work calendar screen. On the other hand, when receiving reception data whose status is “1: completed”, the mobile terminal 130 deletes the received reception data from the mobile terminal, thereby removing it from the number of reception data displayed in the calendar unit 901. To do. Similarly, the mobile terminal 130 also deletes the reception data displayed in the work list unit 902.

(Data update processing by workers)
Similar to the data update processing by the receptionist, the worker in charge can also update the data for the incomplete reception data. For example, before S711 in FIG. 7, the person in charge of the operation presses the reception information correction or continuation button on the reception data detail screen to input the corresponding item and the updated reception data is handled by the customer from the mobile terminal It can be transmitted to the support server 103. When the updated reception data is received, the reception data update unit 211 of the customer service support server 103 updates the reception data storage unit 107 using the received reception data.

  According to the present invention, it is possible to add update information to incomplete reception data from both the receptionist and the person in charge of work, thereby grasping the state of the customer in real time and responding to the customer Can do. The customer is relieved from the stress of transmitting duplicate information to the receptionist / worker, and the gas business can improve customer satisfaction.

(Repair request processing by the worker)
As an additional embodiment, the customer service support server 103 of the present invention can transmit a repair request request to the manufacturer based on the registered reception data.

  For example, as in the above-described embodiment, when it is determined that the manufacturer needs to request repair as a result of the on-site response by the worker, the worker can repair from the reception details screen before or after S711. A request button (not shown) is pressed to input repair request destination information and billing destination information. From the mobile terminal 130, the repair request destination information and billing destination information ("0: gas company", or "1: Customer") and a repair request instruction including a reception code can be transmitted.

  In this embodiment, the gas company A guarantees that the gas appliance owned by the consumer supplying the gas, regardless of the manufacturer / seller, is in accordance with the manufacturer's warranty if it fails within 10 years after the manufacture. The customer 2 subscribes to the gas appliance guarantee service. From the contents of the reception memo, the repaired gas appliance is within 10 years after manufacture.

  Therefore, in this embodiment, the person in charge 2 issues a repair request instruction including repair request destination information (repair request destination code: 001), billing destination information (0: gas company), and a reception code (20150120-001). Suppose that it was sent.

  When the repair request instruction is received from the mobile terminal 130, the repair request unit 212 of the customer support server 103 transmits the reception data specified by the reception code and the billing destination information to the repair request destination included in the repair request instruction. be able to.

  In the present embodiment, the repair request means 212 identifies the representative address of the manufacturer based on “repair request destination code: 001”, and accepts the identified address by “reception code: 20150120-001”. Data and billing destination information (0: gas company) are transmitted.

  The manufacturer that has received the repair request data from the customer support server 103 can quickly arrange a repair person based on the repair request data. In addition, the manufacturer may charge the correct billing party based on the billing information without checking the contents of the gas appliance warranty service provided by the gas company and the customer's service subscription status each time. it can.

  According to the present invention, a repair request to a manufacturer can be accurately processed with few steps. Regardless of the manufacturer / distributor, customers who provide gas appliance warranty services that require “being a customer” and “being within a certain period of time after manufacture” and helping to implement the gas appliance warranty services By using the response support server, the gas company can provide unprecedented sense of security and satisfaction to the customer.

Claims (8)

A customer response support system that enables information sharing between a receptionist who responds to an inquiry from a customer and a person in charge of work at a customer's home,
A customer data storage for storing customer information including customer code, customer name, postal code, and address;
An equipment data storage for storing equipment information including customer code, manufacturer, model, and date of manufacture;
A worker data storage unit for storing worker information including a postal code, a sales office, a worker, and a mobile terminal address of a mobile terminal owned by the worker;
A reception data storage unit for storing reception information including a reception code, a customer code, a customer name, a postal code, an address, a scheduled response date, a sales office in charge, a worker in charge, and a reception memo;
Data acquisition means for acquiring data from the customer data storage unit, the equipment data storage unit, or the reception data storage unit in response to a search request from the terminal device used by the receptionist, and transmitting the data to the terminal device;
In response to receiving a reception data creation instruction including a customer code from the terminal device, a customer name, a zip code, and an address corresponding to the customer code are acquired from the customer data storage unit, and the acquired zip code A reception data creation means for acquiring a sales office corresponding to the work person in charge from the work person data storage unit, creating reception data and transmitting it to the terminal device;
In response to receiving reception data for which no reception code is set from the terminal device, a reception code is set and registered in the reception data storage unit, and based on a worker in charge included in the received reception data Receiving data registration means for acquiring a mobile terminal address from the worker data storage unit and distributing the reception data to the acquired mobile terminal address;
In response to receiving reception data in which a reception code is set from the terminal device or the mobile terminal, the reception data update means updates the reception data storage unit with the received reception data, and receives from the terminal device When receiving data, based on the worker in charge included in the received data, obtain a mobile terminal address from the worker data storage unit, and distribute the received data to the acquired mobile terminal address And a data updating means.   In response to receiving a repair request instruction including a reception code, repair request destination information, and billing destination information from the terminal device or the mobile terminal, a repair request destination included in the repair request instruction is sent to the repair request instruction by the reception code. The system according to claim 1, further comprising a repair requesting unit that transmits the specified reception data and the billing destination information. The customer data storage unit stores customer information further including a warranty service subscription flag indicating whether or not the customer has subscribed to a warranty service;
3. The billing destination information is set based on the warranty service subscription flag and the date of manufacture, and a customer or a business operator to which a receptionist and a person in charge belong is set. system. Customer data storage unit that stores customer information including customer code, customer name, postal code, and address; facility data storage unit that stores facility information including customer code, manufacturer, model, and date of manufacture; and mail A work person data storage unit for storing work person information including a mobile terminal address of a mobile terminal owned by a number, a sales office, a work person, and the mobile person, and a reception code, a customer code, a customer name, In a customer support system comprising a postal code, an address, a scheduled response date, a sales office in charge, a worker in charge, and a reception data storage unit that stores reception information including a reception memo,
In response to receiving a customer search request from the terminal device, the data acquisition means of the customer support support system acquires and transmits customer data from the customer data storage unit, and
In response to receiving the equipment search request, the data acquisition means acquires and transmits equipment data from the equipment data storage unit; and
In response to the receipt data creation means of the customer support support system receiving a receipt data creation instruction including a customer code from the terminal device, the customer name, zip code, and address corresponding to the customer code are represented in the customer data Acquiring from the storage unit, and acquiring the sales office corresponding to the acquired zip code and the worker in charge from the worker data storage unit, and creating and transmitting reception data;
In response to receiving reception data for which no reception code is set from the terminal device, the reception data registration means of the customer service support system sets a reception code and registers it in the reception data storage unit; ,
The reception data registration means acquires a mobile terminal address from the worker data storage unit based on a worker in charge included in the received reception data, and distributes the reception data to the acquired mobile terminal address And steps to
In response to receiving reception data from the mobile terminal, the reception data updating means of the customer service support system updates the reception data storage unit with the received reception data. how to. In response to receiving the reception data in which a reception code is set from the terminal device, the reception data update unit updates the reception data storage unit with the received reception data;
The reception data update unit acquires a mobile terminal address from the worker data storage unit based on the worker included in the received reception data, and distributes the reception data to the acquired mobile terminal address The method of claim 4, further comprising the step of:   In response to receiving a repair request instruction including a reception code, repair request destination information, and billing destination information from the terminal device or the mobile terminal by the repair request means of the customer service support system, the repair request instruction 6. The method according to claim 4, further comprising the step of transmitting reception data specified by the reception code and the billing destination information to a repair request destination included in. The customer data storage unit stores customer information further including a warranty service subscription flag indicating whether or not the customer has subscribed to a warranty service;
7. The billing information is set based on the warranty service subscription flag and the date of manufacture, and a customer or a business operator to which a receptionist and a person in charge belong is set. Method.   A program for causing a computer to execute the method according to claim 4.

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