JP2017062705A - Elevator maintenance contract management system and elevator maintenance contract management method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To achieve an appropriate approach to an individual contractor according to a contract state of a maintenance service contractor of an elevator.SOLUTION: The elevator maintenance contract management system for managing the maintenance contract of an elevator includes: a customer information database 12 of a customer management device 1 for storing the information related to the maintenance contract of a customer; an inquiry content history recording unit 9 of a center device 2 for recording past actions of the customer to a maintenance management person related to the maintenance contract; and a feature comparison extraction unit 13 that, when the maintenance management person receives a customer's action, determines the presence/absence of an indication of a contract content change from the customer's action received by the maintenance management person, on the basis of the information stored in the customer information database 12 and the past actions of the customer recorded in the inquiry content history recording unit 9.SELECTED DRAWING: Figure 1

Description

  The present invention relates to an elevator maintenance contract management system and an elevator maintenance contract management method for managing an elevator maintenance service contract.

  As a technique for managing a service contract such as an elevator maintenance contract, a conventional technique described in Patent Document 1 is known.

  This conventional technique is a technique for estimating the cancellation time of a main service of a user of a composite service including a main service and an optional service subordinate to the main service (for example, an insurance special contract) such as an insurance service and equipment maintenance. Specifically, for each user, main service information (contract continuation period, final contract status) and optional service contract information (timing contracted after the start of the main service contract, contract continuation period, final contract status) ) And using the collected data, the temporal correlation between the main service and the optional service is estimated as a distribution model. Based on such estimation results, the correlation between the cancellation period from the contract start of the option service and the cancellation period from the contract start of the main service, and the cancellation timing from the contract start of the main service are estimated.

Japanese Patent Application Laid-Open No. 2015-14828

  In the above prior art, changes in the contract status of the entire user (contractor) are estimated macroscopically, but the contract status of individual users is not considered. Therefore, although this conventional technique contributes to the sales strategy planning of a service company, it is difficult to use it for approaching individual users and there are few user merits.

  Therefore, the present invention provides an elevator maintenance contract management system and an elevator maintenance contract management method that enable an accurate approach to individual contractors according to the contract status of elevator service contractors such as elevators and escalators. provide.

  In order to solve the above problems, an elevator maintenance contract management system according to the present invention manages a maintenance contract of an elevator, and stores a customer information database for storing information related to a customer maintenance contract, and maintenance management related to the maintenance contract. The action history recording unit that records the customer's past behavior against the original, the information stored in the customer information database when the maintenance manager receives the customer's behavior, and the customer's past that is recorded in the behavior history recording unit And a feature comparison and extraction unit that determines whether or not there is an indication of a change in the contract contents based on the customer's behavior received by the maintenance manager.

  In order to solve the above problems, the elevator maintenance contract management method according to the present invention manages the maintenance contract of the elevator, and when the maintenance manager receives an action related to the maintenance contract from the customer, the maintenance contract customer Based on the information and the customer's past behavior with respect to the maintenance management source related to the maintenance contract, the presence / absence of a sign of contract content change is determined from the customer's behavior received by the maintenance management source.

  According to the present invention, since the presence or absence of a sign of contract content change is determined from the customer behavior received by the maintenance manager, an appropriate approach to each contractor becomes possible. Therefore, the contract can be maintained and the service quality for the customer is improved.

  Problems, configurations, and effects other than those described above will become apparent from the following description of embodiments.

It is a functional block diagram which shows the whole structure of the elevator maintenance contract management system which is one Embodiment of this invention. It is a flowchart which shows the flow of the process in this embodiment.

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

  FIG. 1 is a functional block diagram showing the overall configuration of an elevator maintenance contract management system according to an embodiment of the present invention. The customer management device 1 and the center device 2 are provided with a computer system and function by the computer system performing data processing according to a predetermined program. Further, the database (12), the recording units (8, 9), and the storage unit (14) described below are configured from a storage device such as a semiconductor memory.

  In this embodiment, based on the content of the behavior of the customer who is the contractor for elevator maintenance, the customer's contract status change is predicted, and the prediction result is notified to the sales staff in charge. Hereinafter, the present embodiment will be specifically described on the assumption that the customer's action is an inquiry to a call center or the like possessed by a maintenance management source such as a maintenance company.

  In FIG. 1, the customer management device 1 includes a customer information database 12 that stores customer information including contract details and amounts related to elevator maintenance, customer name, address, contact information, and sales representatives in charge of customers. The contract information input unit 11 stores new customer information in the customer information database 12 or updates customer information stored in the customer information database 12 when a salesperson engaged in the contract operates an input device such as a keyboard. Or

  In this embodiment, an inquiry from the elevator maintenance contractor 3 as a customer is received at the call center. The center device 2 in the call center includes a call device 6 capable of making a call with the outside. The call device 6 and the mobile phone 4 of the elevator maintenance contractor 3 communicate with each other via the public communication line 5 so that the call center operator 17 and the elevator maintenance contractor 3 can have a conversation.

  When a telephone inquiry from the elevator maintenance contractor 3 is received at the call center, the operator 17 operates an input device such as a keyboard based on the conversation with the elevator maintenance contractor 3 or the telephone number of the communication device 4. Then, identify the identity of the elevator maintenance contractor 3 (including whether or not it is a contractor), the building where the target elevator is housed, the address, the elevator machine number, etc., and the receptionist (operator 17) The inquiry content is recorded in the center device 2 together with the information.

  At this time, the received content operation / registration means 7 refers to the customer information database 12 or another database (not shown) provided in the center apparatus 2 according to the operation of the input device by the operator 17 and makes a maintenance contract. The customer information of the person 3 is extracted and output. Thereby, the operator 17 can specify the maintenance contractor 3. Further, the received content operation / registration means 7 inquires about the content of the inquiry from the maintenance contractor 3 and information of the operator 17 (for example, the name of the operator) that has received the inquiry in response to the operation of the input device by the operator 17 (that is, the name of the operator). Action) Record in the content recording unit 8. The inquiry content from the maintenance contractor 3 recorded in the inquiry content recording unit 8 is transferred to the inquiry (that is, action) content history recording unit 9 and recorded as the inquiry content history together with the inquiry content received in the past.

  When the operator 17 inputs the inquiry content or the inquiry content is recorded in the inquiry content recording unit 8, the contract change customer verification unit 10 includes the customer information stored in the customer information database 12 and the inquiry content history recording unit 9. The data of the past inquiry contents recorded in (1) is associated, and the inquiry contents immediately before the change of the contract contents of the customer who has reached the contract contents change, such as addition / change of contents of maintenance contract, change of money amount, and cancellation are extracted. For example, if there is an inquiry history such as a confirmation inquiry or a call of a sales representative regarding the contents and amount of the current maintenance contract one month before the contract change, it is an indication that the customer is considering changing the contract. Is extracted as an action, and transmitted to the feature comparison and extraction unit 13. The customer contract change information is stored in the customer information database 12.

  The feature comparison / extraction unit 13 compares the transmitted inquiry content of the customer who has reached the contract change in the past with the inquiry content from the maintenance contractor 3 recorded in the inquiry content recording unit 8 and changes the contract in the past. It is determined whether or not the inquiry content of the customer who has reached the inquiry content that matches the inquiry content from the maintenance contractor 3 is included. When it is determined that the information is included, the feature comparison / extraction unit 13 obtains information about the maintenance contractor 3 from the customer information database 12, such as a sales representative in charge and contact information (for example, an email address), a customer name, an address, and the like. Are extracted and stored in the feature extraction result storage unit 14.

  The notification unit 15 reads the information stored in the feature extraction result storage unit 14, identifies the salesperson 18 in charge, and contracts the maintenance contractor 3 with the salesperson 18 by means such as sending an e-mail to a mobile phone. Notify that there are signs of change.

  FIG. 2 is a flowchart showing the flow of processing in this embodiment.

  When an inquiry from the maintenance contractor 3 is received, the processing is started.

  First, the inquiry content from the maintenance contractor 3 is stored in the inquiry content recording unit 8 by the inquiry content storage process (step S1).

  Next, by a contract change information record reference process (step S2), a customer information list in which contract changes such as contract addition, reduction, cancellation, etc. have been extracted from the customer information database 12 in the past.

  Next, past inquiry contents recorded in the inquiry contents history recording unit 9 are referred to by inquiry contents history reference processing (step S3).

  Next, the contract change inquiry collation process (step S4) associates the customer information list extracted in step 2 with the contract change in the past and the past inquiry content referred to in step S3.

  An example of the result of association is shown in Table A in FIG. The data in Table 2 shows the contents of customer inquiries that resulted in contract changes such as contract additions, cancellations, and reductions in the past, and the probability of contract changes after each inquiry (addition rate and cancellation rate in Table A). , Reduction rate). Further, the data in Table 2 includes an average period value obtained by averaging the period from the last inquiry to the contract change for each contract change.

  After step S4 is executed, the query content / feature comparison process (step S5) compares the query content stored in step S1 with the association result (table A) in step S4, and the same content query. Whether or not exists is determined. Further, if it is determined that the contract exists, the contents of contract change and the probability thereof are acquired.

  Next, if a comparison result indicating that there is an inquiry with the same content in step S5 is obtained by the process of determining whether or not there is a sign (sign) of a contract change (step S6), contract addition, reduction, cancellation If it is determined that there is a sign of contract change such as (YES in step S6), then a customer information reference process (step S7) is executed. If a comparison result indicating that there is no inquiry with the same content is obtained in step S5, it is not determined that there is a sign of contract change (NO in step S6), and the process ends.

  In the customer information reference process of step S7, information on the sales representative in charge of the maintenance contractor 3 who has been inquired and the contact information (e-mail address, etc.) is acquired.

  When step S7 is executed, the maintenance contractor 3 who is the customer in charge has inquired the contact information of the salesperson in charge obtained in step S7 by the notification process (step S8). The contents of the inquiry, the probability of the contract change such as addition, reduction, cancellation, etc. of the contract after a similar inquiry in the past, and the average period are notified.

  As described above, according to the present embodiment, a customer who may be considering a contract change, specifically a contract change such as a contract addition, reduction, cancellation, etc. is extracted and notified to a sales representative in charge. For maintenance companies, it is possible to control the decrease in the number of contracts such as cancellations and reductions through appropriate sales activities, and to expand the chances of adding contracts. Furthermore, since the customer can receive prompt care, the customer can receive a high-quality service.

  In addition, this invention is not limited to embodiment mentioned above, Various modifications are included. For example, the above-described embodiments have been described in detail for easy understanding of the present invention, and are not necessarily limited to those having all the configurations described. Further, it is possible to add, delete, and replace other configurations for a part of the configuration of the embodiment.

  For example, inquiries from customers may be received not only at call centers but also at sales offices. In this case, the inquiry content may be transmitted from the terminal of the sales office to the center device 2 and recorded in the inquiry content recording unit 8. Further, the inquiry is not limited to a telephone inquiry, and may be an inquiry or communication by e-mail or document.

DESCRIPTION OF SYMBOLS 1 Customer management apparatus 2 Center apparatus 3 Maintenance contractor 4 Mobile telephone 5 Public communication line 6 Telephone apparatus 7 Reception content operation / registration part 8 Inquiry content recording part 9 Inquiry content history recording part 10 Contract change customer collation part 11 Contract information input part 12 Customer Information Database 13 Feature Comparison Extraction Unit 14 Feature Extraction Result Storage Unit 15 Notification Unit

Claims (9)

In the elevator maintenance contract management system that manages elevator maintenance contracts,
A customer information database that stores information about customer maintenance contracts;
An action content history recording unit for recording a customer's past action for a maintenance management source related to the maintenance contract;
When the maintenance management source receives a customer action, the maintenance management source determines whether the maintenance management source is based on the information stored in the customer information database and the past behavior of the customer recorded in the behavior content history recording unit. A feature comparison extraction unit that determines the presence or absence of signs of contract content change from the received customer behavior;
An elevator maintenance contract management system characterized by comprising: In the elevator maintenance contract management system according to claim 1,
When the characteristic comparison and extraction unit determines that there is an indication of the contract content change, the customer comparison database is referred to extract information on a salesperson in charge;
The elevator maintenance contract management system further comprising a notification unit for notifying the sales representative in charge extracted by the feature comparison and extraction unit of information related to the sign of the contract content change. In the elevator maintenance contract management system according to claim 2,
The elevator maintenance contract management system according to claim 1, wherein the information related to the sign of the contract content change includes a probability or a period to reach the contract content change. In the elevator maintenance contract management system according to claim 1 or 2,
further,
A contract change customer verification unit that associates the contract content change information included in the information stored in the customer information database with the past behavior of the customer recorded in the behavior content history recording unit;
The feature comparison / extraction unit determines whether or not there is a past behavior of the customer associated with the contract content change information by the contract modification customer verification unit, which matches the customer's behavior received by the maintenance management source. The elevator maintenance contract management system characterized by determining the presence or absence of the sign. In the elevator maintenance contract management method for managing elevator maintenance contracts,
When the maintenance manager receives an action related to the maintenance contract from the customer,
Based on the customer information related to the maintenance contract and the past behavior of the customer with respect to the maintenance management source related to the maintenance contract, the presence or absence of a sign of contract content change is determined from the customer behavior received by the maintenance management source. Elevator maintenance contract management method characterized by In the elevator maintenance contract management method according to claim 5,
An elevator maintenance contract management method comprising: notifying the sales representative in charge of information related to a contract content change sign when it is determined that the sign is present. In the elevator maintenance contract management method according to claim 6,
The elevator maintenance contract management method according to claim 1, wherein the information related to the sign of the contract content change includes a probability or a period to reach the contract content change. In the elevator maintenance contract management method according to claim 5 or 6,
The elevator maintenance contract management method, wherein the action is an inquiry regarding the contract contents of the maintenance contract. In the elevator maintenance contract management method according to claim 5 or 6,
The elevator maintenance contract management method, wherein the contract content change is any one of addition, cancellation and reduction.

Images