JP2016186705A - Business management system and business management method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a business management system capable of reducing risks in customer service and transaction of a financial product in a business activity made by a sales person using a phone.SOLUTION: A business management system in an embodiment includes a CTI (computer telephony integration) server which is connected to a telephone set via a network, and the CTI server is connected to a caution information server via a LAN, a telephone set and a terminal on a desk of a sales person. The terminal determines whether or not a piece of input information is stored in a table of the caution information server. When the input information is stored in the table of the caution information server, the terminal displays a piece of caution information on a display unit.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a business management system and a business management method.

Conventionally, sales representative management is a call center system, and in the manager's seat, a display that shows who the call operator is talking is displayed on the administrator's PC (Personal Computer) screen.
The administrator can simultaneously monitor the conversation during a call by the telephone operator or sales staff (listen to the contents of the call).
On the operator's seat monitor, the customer information (attributes, transaction history, etc.) of the telephone partner can be easily referenced.
When a customer's terminal refers to customer information using a CRM (Customer Relationship Management) system, the terminal displays a warning indicating that the customer is a call-prohibited customer.

  As a prior art document, for example, in Patent Document 1, an inspection by a system is performed by utilizing a past transaction history. If each inspection does not meet certain criteria, a warning message is displayed to the staff to improve the certainty.

JP 2013-218448 A

  An object of the present invention is to reduce the risk of dealing with customers and buying and selling financial products in sales activities over the telephone.

  The business management system of the present invention is a business management system in which a CTI server is connected to a telephone through a network, and the CTI server is connected to a caution information server, a telephone at a salesperson seat, and a terminal through a LAN. Determines whether the input information is information stored in the table of the caution information server, and displays the caution information on the display unit if it is stored information.

  The business management system of the present invention is the business management system described above, and further, the CTI server is connected to the telephone and terminal of the manager seat via the LAN, and the terminal of the sales staff seat is displayed on the display unit. The caution information is transmitted to the terminal of the manager's seat.

  The business management system of the present invention is the business management system described above, wherein the administrator seat terminal transmits an administrator message to the sales staff seat terminal.

  Moreover, the business management system of the present invention is the business management system described above, wherein the terminal at the manager's seat can approve or sell a transaction when the attention information is information related to the transaction.

  Furthermore, the sales management method of the present invention includes a sales information input step for inputting sales information, a warning information storage step for storing warning information, a warning information search step for searching warning information from the sales information, and the searched warning information. And a caution information display step for displaying.

  ADVANTAGE OF THE INVENTION According to this invention, the sales employee can reduce the risk with respect to a customer response and buying and selling of financial products in the telephone sales activity.

It is a figure for demonstrating the business management system which concerns on one Example of this invention. It is a figure for demonstrating the attention information server and CRM server which concern on one Example of this invention. It is a figure for demonstrating the output condition setting table of the attention item telop of the attention information server which concerns on one Example of this invention. It is a figure for demonstrating the telop output setting table of the transaction of the attention information server which concerns on one Example of this invention, and an order condition. It is a figure for demonstrating the telop output condition setting table of the salesperson specification of the attention information server which concerns on one Example of this invention. It is a figure for demonstrating the telop output condition setting table of the call content of the attention information server which concerns on one Example of this invention. It is a figure for demonstrating the attention information parameter setting screen of the business management system which concerns on one Example of this invention. It is a figure for demonstrating the input screens, such as an order during the call of the sales management system which concerns on one Example of this invention. It is a figure for demonstrating the attention telop screen of the business management system which concerns on one Example of this invention. It is a figure for demonstrating the administrator side screen which concerns on one Example of this invention. It is a flowchart for demonstrating operation | movement at the time of the telephone call start of the business management system which concerns on one Example of this invention. It is a flowchart for demonstrating operation | movement in the telephone call of the business management system which concerns on one Example of this invention.

Hereinafter, embodiments of the invention will be described in detail with reference to the drawings.
FIG. 1 is a diagram for explaining a business management system according to an embodiment of the present invention.
1, the sales management system includes a telephone 110 of a customer 110, a network 120, a LAN (Local Area Network) 130, a CTI (Computer Telephony Integration) server 131, a CRM (Customer Relationship Management) server 132, a caution information server 133, a WEB. Server 134, telephones 141-1 to 141-n (telephones 141-1) of salesperson seats 140-1 to 140-n (the salesperson seats 140-1 to 140-n are referred to as salesperson seats 140). ˜141-n is referred to as a telephone 141), terminals 142-1 to 142-n (the terminal 142-1 to 142-n is referred to as a terminal 142), and the telephone 151 of the manager seat 150 And a terminal 152.
The CTI server 131 includes a telephone 111 on the customer 110 side, a network (telephone network) 120, telephones 141-1 to 141-n in the salesperson seats 140-1 to 140-n and a telephone 151 in the manager seat 150. Control electricity and transmission.
The CRM server 132 stores customer information, employee information, and the like, and outputs customer information and the like to the terminals 142-1 to 142-n, 152.

FIG. 2 is a diagram for explaining an attention information server and a CRM server according to an embodiment of the present invention.
The caution information server 133 includes a LAN 210, a receiving unit 220, a caution information setting table 230, a caution information determination unit 240, and a caution information telop output unit 250.
The receiving unit 220 receives information such as a customer phone / caller after the call from the CTI server 131 is started.
The CRM server 132 includes a customer information table 261, a salesperson information table 262, and a customer correspondence information table 263.

FIG. 3 is a diagram for explaining an output condition setting table for the attention item telop of the attention information server according to the embodiment of the present invention.
The attention item telop output condition setting table is a telop output setting table related to customer attribute information, and stores, for example, setting items, conditions, telop output availability, attention level, output deadline, and the like.

FIG. 4 is a diagram for explaining a telop output setting table for transactions and order statuses of the attention information server according to an embodiment of the present invention.
The telop output setting table is a telop output setting table regarding transactions of financial products such as stocks, and stores, for example, telop output setting items, conditions, telop output availability, attention level, period, and the like.

FIG. 5 is a diagram for explaining a telop output condition setting table designated by the salesperson of the attention information server according to one embodiment of the present invention.
The telop output condition setting table specified by the salesperson is a table for setting a caution telop to the administrator mainly when the salesperson makes a call. For example, the operator name, condition, and telop output enable / disable as setting items , Caution level, period, etc.

FIG. 6 is a diagram for explaining a telop output condition setting table for call contents of the attention information server according to an embodiment of the present invention.
The call content telop output condition setting table is a setting table using information that can be detected by the CTI server, such as call time, as telop output conditions. For example, telop output setting items, conditions, telop output availability, attention level, period Etc. are remembered.

FIG. 7 is a view for explaining an attention information parameter setting screen of the business management system according to the embodiment of the present invention.
The attention information parameter setting screen of the display screen 700 displayed on the terminal 142 and the terminal 152 is an example of a designation screen for setting which item is used for telop output.
On the attention information parameter setting screen, for example, customer attributes and operator settings can be set, the customer's age and investment experience can be set in the customer attribute setting column 710, and the operator name and the like can be set in the operator setting column 720.
In the attention information setting table 230 of the attention information server 133, each setting item is stored when a setting 732 on the attention information parameter setting screen is pressed.

FIG. 8 is a view for explaining an order entry input screen during a call in the business management system according to the embodiment of the present invention.
The order input screen on the display screen 800 displayed on the terminal 142 displays basic information 810, caution information 820, etc., and can enter a negotiation memo in the negotiation memo entry field 831 of the negotiation information field 830. For example, a brand code input field 841, a brand name input field 842, a type input field 843, a designation input field 844, a price input field 845, and a quantity input field 846 can be entered.
When the temporary input registration 852 of the display unit 800 is pressed, the negotiation memo and the information input in the order input reception field 840 are transmitted to the negotiation memo entry field 831 of the negotiation information field 830 to the terminal 152 of the manager seat 150. When the record storage 851 is pressed, it is recorded in the customer correspondence information table 263 of the CRM server 133.
It should be noted that the pressing of the record storage 851 may not be effective unless after the temporary input registration 852 is pressed.

FIG. 9 is a view for explaining an attention telop screen of the business management system according to the embodiment of the present invention.
The display screen 900 displayed on the terminal 152 of the manager seat 150 has an attention information (attention information) column 910.
The attention information (attention information) column 910 includes an attention level display column 911, for example, “level: 4” is displayed. In addition, there is an automatic wording display (standard wording display) field 912 that displays, for example, “The transaction content to be noted. Please decline your order once”.
When the message input 922 on the display screen 900 is pressed, a field 1020 for inputting an instruction to the caller is displayed.

FIG. 10 is a diagram for explaining an administrator screen according to an embodiment of the present invention.
The display screen 1000 displayed on the terminal 152 of the manager's seat 150 has a contact item input field 1020, and a contact item from the administrator to the caller's terminal 142 can be input. When message transmission 1031 is pressed, the input contact information is transmitted to terminal 142.

Next, the operation at the start of a call of the business management system according to an embodiment of the present invention will be described with reference to FIG.
FIG. 11 is a flowchart for explaining the operation at the start of a call of the business management system according to the embodiment of the present invention.
The terminal 142 inputs a telop output condition to the customer attribute setting field 710 and the operator setting field 720 on the display screen 700 from the caller or the operator, and when the setting 732 is pressed, the telop output condition is changed to the attention information server. To 133. The attention information server 133 receives the output condition of the transmitted telop at the receiving unit 220 and registers it in the attention information setting table 230 (S1101).

  The caller or the operator makes a call with the telephone set 111 of the customer 110 via the CTI server 131 and the network 120 using the telephone set 141 installed in the salesperson seat 140 (S1102).

  The terminal 142 obtains attention information (attention information) from the attention information server 133 because the caller or operator name and the customer name can be specified by the CTI server 131 or the CRM server 132 by calling, and the display screen 900 is displayed. indicate. Also, the terminal 152 obtains attention information (attention information) from the attention information server 133 based on the name of the calling party or the operator who is on the call and the customer name when the terminal 142 makes a call, and the display screen 1000 Is displayed (S1103).

  The terminal 152 of the administrator seat 150 transmits a comment in the contact item column 1020 to the terminal 142 when the message transmission is pressed by the administrator input by the administrator (S1104).

Next, an operation during a call of the business management system according to the embodiment of the present invention will be described with reference to FIG.
FIG. 12 is a flowchart for explaining an operation during a call of the business management system according to the embodiment of the present invention.
The terminal 142 inputs order information such as brand and type in the order input reception field 840 displayed on the display screen 800 (S1201), and when the temporary input registration 852 is pressed (S1202), the order information is changed to the caution information. Send to server 133.

The attention information server 133 receives the order information transmitted from the terminal 142 by the receiving unit 220.
The caution information determination unit 240 of the caution information server 133 determines whether or not the input order information corresponds to the information stored in the caution information setting table 230, and if it corresponds (YES) Advances to the processing of S1204, and if not applicable (NO), advances to the processing of S1205.
Further, when the order information corresponds to the information stored in the attention information setting table 230, the attention information determination unit 240 transmits the corresponding item to the terminal 142 and the terminal 152.

The caution information telop output means unit 250 transmits to the terminal 142 an automatic wording display telop, for example, “It is a transaction content to be noted.
In addition, the attention information telop output unit 250 transmits an automatic wording display telop, such as “Please continue business activities as it is”, to the terminal 142 in the processing of S1205.

The terminal 142 installed in the salesperson seat 140 performs a marking display on the item corresponding to the caution information on the display screen 900 and displays an caution information telop output unit in the automatic word display (standard word display) column 912. The automatic wording display telop transmitted from the section 250 is displayed, for example, “Please continue sales activities as it is”.
The terminal 152 installed in the manager's seat 150 performs a marking display on items corresponding to the caution information on the display screen 1000.

In the terminal 152 installed in the manager's seat 150, when an administrator inputs a comment or the like in the contact item column 1020 of the display screen 1000 (S 1206) and the message transmission 1031 is pressed, comment information is sent to the corresponding terminal 142. Send.
The terminal 142 installed in the salesperson seat 140 displays the comment information transmitted from the terminal 152 on the display screen 900.

In addition, the business management system of this invention may add the following information displays or functions as other embodiment.
When the CTI server 131 tries to start a call to a call-prohibited customer, a call-precaution telop (a caution telop) is installed in the salesperson seat 140 and the administrator seat 150. It is displayed on the display screens 900 and 1000 of 152.
In addition, the terminal 152 may be provided with a determination button that allows the telop to confirm whether or not to start a call.
The terminal 142 may have a customer level setting function related to calling, and may display a warning telop that matches the customer level.
The terminal 142 may display on the call alert alert telop so that it can be seen under what conditions the telop is output.
When the terminal 152 installed in the manager's seat 150 outputs a comment or the like, it can be treated as a call prohibition by an operation of the administrator, and the call to the number may be forcibly cut off immediately.
The terminal 142 installed in the salesperson seat 140 may always transmit a warning telop to the terminal 152 installed in the manager seat 150 as a management function of the specific salesperson.
The CTI server 131 may be provided with means for installing a call check parameter and capable of being set and changed in advance by an administrator or a sales staff.

  The sales management system according to the embodiment of the present invention can reduce the risk of dealing with customers and buying and selling of financial products in sales activities over the telephone.

  Although the present invention has been described in detail above, it is needless to say that the present invention is not limited to the business management system described here and can be widely applied to business management systems other than those described above.

  By having a caution information server, it can also be applied to the usage of business activities by telephone.

  110: Customer, 111: Telephone, 120: Network, 130: LAN, 131: CTI server, 132: CRM server, 133: Caution information server, 134: WEB server, 140-1 to 140-n: Salesperson seat, 141 −1 to 141-n: telephone, 142-1 to 142-n: terminal, 150: administrator seat, 151: telephone, 152: terminal, 210: LAN, 220: receiving unit, 230: caution information setting table, 240 : Attention information determination means unit, 250: attention information telop output means unit, 261: customer information table, 262: salesperson information table, 263: customer correspondence information table.

Claims (5)

In a business management system in which a CTI server is connected to a telephone through a network, and the CTI server is connected to a caution information server, a telephone at a salesperson seat, and a terminal through a LAN.
The terminal determines whether the input information is information stored in the table of the caution information server, and displays the caution information on the display unit when the information is stored. A featured sales management system. In the business management system according to claim 1,
Furthermore, the CTI server is connected to the telephone and terminal of the administrator seat via the LAN,
The sales management system, wherein the terminal at the salesperson seat transmits the caution information displayed on the display unit to the terminal at the manager seat. In the business management system according to claim 2,
The terminal in the manager's seat transmits an administrator message to the terminal in the staff's seat. In the business management system according to claim 3,
The business management system according to claim 1, wherein the terminal of the manager's seat can approve a sale when the caution information is information related to a sale.   A sales information input step for inputting sales information, a warning information storage step for storing warning information, a warning information search step for searching warning information from the sales information, and a warning information display step for displaying the searched warning information. A sales management method characterized by comprising:

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