JP2020150432A - Telephone order reception processing system - Google Patents

Abstract

To provide a telephone order reception processing system that an operator who receives an order of an article purchase from a customer on a mail-order selling business operator side in a business such as a mail-order selling inputs and registers a received article purchase order and a change request to a processing terminal such as a computer, capable of enabling information displayed on a display screen of the processing terminal to execute an intuitive simple input operation by the operator, and reducing a loading and a time required for a system operation mastership.SOLUTION: In a telephone order reception processing system comprising order information display means of displaying information related to an article delivery schedule, containing information related to an article purchase order in each customer performing an article purchase, information for specifying an article to be delivered and information related to a delivery date of the article to be delivered are displayed on the display screen by the order information display means in each information for specifying a delivery destination where the article is delivered, in a matrix shape formed by a plurality of grids and in a time sequency.SELECTED DRAWING: Figure 20

Description

According to the present invention, in a business such as mail-order sales, an operator (telephone order acceptor) who accepts a product purchase order from a user (customer) by telephone on the mail-order business side can place a product purchase order received by a computer or the like. Regarding the telephone order reception processing system that inputs and registers to the processing terminal of.

In businesses such as mail-order sales, an operator who accepts product purchase orders from users (customers) by telephone on the mail-order business side inputs and registers the received product purchase orders in a processing terminal such as a computer. Various proposals have been made conventionally regarding the reception processing system.

For example, Patent Document 1 proposes an "operator screen display system" that can reduce the time and labor required to create a computer screen display that an operator refers to when dealing with a customer using a communication line. ..

Patent Document 2 proposes an "input assist device and an input assist method" that shortens the time required for a response and reduces the burden on the operator in a system in which an operator provides a service by interacting with a customer. ..

Patent Document 3 proposes an "operator business support system" that records a call via a telephone and supports the operator business associated with the call.

Japanese Unexamined Patent Publication No. 2003-274019 JP-A-2017-102663 Japanese Patent No. 3827704

Among mail-order businesses, most of the users (customers) of mail-order businesses that carry out repeat mail-order sales of health foods, cosmetics, etc. make regular purchases. In this case, on the mail-order business side, the telephone received by the operator (telephone order acceptor) who accepts the product purchase order from the user (customer) by telephone is often a request to change the contents of the order that is regularly purchased. .. In addition, the operator who handles telephone calls on the mail-order business side needs to respond to various customer requests. Therefore, when the operator inputs the received product purchase order and its change request into a processing terminal such as a computer and performs registration processing, the display screen on the display screen of the processing terminal is intuitive and easy. It is required to be able to perform input operations.

In the mail-order business, there are many cases where operators increase or decrease or are replaced depending on the status of the business and the employment form. Therefore, the period required for mastering system operation and the cost are also major issues for mail-order business operators, and it is required to minimize them.

Therefore, according to the present invention, in a business such as mail-order sales, an operator who accepts a product purchase order from a customer by telephone on the mail-order business side sends the received product purchase order, change request, etc. to a processing terminal such as a computer. In the mail order reception processing system for inputting and registering, the information displayed on the display screen of the processing terminal enables intuitive and simple input operations by the operator, and the load and time required for learning the system operation are reduced. The purpose is to propose an order reception processing system.

[1]
It is a telephone order reception processing system equipped with an order information display means for displaying information on the product delivery schedule on the display screen, which includes information on the product purchase order for each customer who purchases the product.
Information on the delivery schedule, including information on the product to be delivered and information on the date on which the product is delivered, is for each information that identifies the delivery destination of the product to be delivered. A telephone order reception processing system that is displayed on the display screen by the order information display means in a time series in a matrix composed of a plurality of squares.

[2]
The order information display means
The first guidance information prompting the input of information about the range to be changed with respect to the information contained in the information regarding the delivery schedule is further displayed on the display screen on which the information regarding the delivery schedule is displayed. [1] Telephone order reception processing system.

[3]
The order information display means
Second guidance information that prompts the input of information regarding the content of the change to be added to the information contained in the information regarding the delivery schedule is further added to the display screen on which the information regarding the delivery schedule is displayed. The telephone order reception processing system of [2] to be displayed.

[4]
The handling product display area for displaying a plurality of handling products to be purchased by the customer and the order product display area for displaying the handling products desired by the customer are displayed side by side on the display screen, and the above-mentioned On the display screen, by dragging and dropping the handled product displayed in the handled product display area to the ordered product display area, a product purchase order acceptance processing means for accepting an order for product purchase by the customer is further provided. The telephone order acceptance processing system according to any one of [1] to [3].

According to the present invention, in a business such as mail-order sales, an operator who accepts a product purchase order from a customer by telephone on the mail-order business side sends the received product purchase order, change request, etc. to a processing terminal such as a computer. In the mail order reception processing system for inputting and registering, the information displayed on the display screen of the processing terminal enables intuitive and simple input operations by the operator, and the load and time required for learning the system operation are reduced. An order acceptance processing system can be provided.

The figure which shows an example of the "customer information" input screen displayed on the display screen of the telephone order acceptance processing system of this invention. FIG. 1 is a diagram showing an example of a display screen of a telephone order reception processing system in a state where customer information has begun to be input to the illustrated “customer information” input screen. The figure which shows an example of the screen information which is displayed on the display screen of the telephone order acceptance processing system when an operator hears additional customer information from a customer by telephone and inputs it into the telephone order acceptance processing system. The figure which shows an example of the screen information which is displayed on the display screen of the telephone order acceptance processing system at the time of the product purchase acceptance processing which is displayed on the display screen of the telephone order acceptance processing system of this invention by the processing operation performed by the product purchase order acceptance processing means. .. The figure which shows an example when the operator input the order information from a customer into the telephone order reception processing system, and the telephone order reception processing system displays the input information on the display screen for confirmation by the operator. Fig. 5 When the operator who confirmed the screen contents shown in the figure repeats and confirms the contents received by telephone to the customer who is accepting the telephone, the telephone order reception processing system displays the repeat information on the display screen. The figure which shows an example of time. The figure which shows an example which "information about the product delivery schedule containing the information about the product purchase order for each customer who purchases a product" is displayed on the display screen of the telephone order acceptance processing system by the order information display means. Screen information displayed on the display screen of the telephone order acceptance processing system of the present invention by the processing operation performed by the product purchase order acceptance processing means when the order from the user (customer) who made the call is an order for this time only. The figure which is an example and corresponds to FIG. An example of a case where the order from the user (customer) who made a call is a one-time order, and the telephone order reception processing system displays the input information on the display screen for confirmation by the operator. The figure corresponding to FIG. This is the case where the order from the user (customer) who made the call is a one-time order, and the operator who confirmed the screen contents shown in FIG. 9 received the call to the customer who is accepting the call. The figure corresponding to FIG. 6 shows an example when the telephone order reception processing system displays the repeat information on the display screen when repeating and confirming. When the order from the user (customer) who made the call is an order for this time only, the display screen of the telephone order reception processing system is displayed by the order information display means, "Regarding the product purchase order for each customer who purchases the product. It shows an example in which "information about a product delivery schedule containing information" is displayed, and is a diagram corresponding to FIG. 7. The operator accepts the change of the delivery method, and the telephone order reception processing system is informed about the range of changes to the information contained in the information about the delivery schedule and the information about the delivery schedule that was heard by telephone. The figure which shows an example of the screen information which is displayed on the display screen of the telephone order acceptance processing system when the information about the content of the change to be added to the contained information is input. It shows an example when the operator accepts a change in the delivery method and inputs it to the telephone order acceptance processing system, and then the telephone order acceptance processing system displays the input information on the display screen for confirmation by the operator. The figure corresponding to FIGS. 5 and 9. After the operator accepts the change in the delivery method and inputs it to the telephone order acceptance processing system, the operator who confirms the screen contents shown in FIG. 13 repeats the contents received by telephone to the customer who is accepting the telephone and confirms it. This is an example of when the telephone order reception processing system displays the repeat information on the display screen at the time of the operation, and is a diagram corresponding to FIGS. 6 and 10. After the operator accepts the change in the delivery method, inputs it to the telephone order acceptance processing system, and registers it, the display screen of the telephone order acceptance processing system uses the order information display means to display "information about the product purchase order for each customer who purchases the product. It shows an example in which "information about the delivery schedule of the product" is displayed, and is a diagram corresponding to FIGS. 7 and 11. The operator accepts the change of payment method, and the telephone order reception processing system is informed about the range of changes to the information contained in the delivery schedule information and the delivery schedule information heard by telephone. It represents an example of screen information displayed on the display screen of the telephone order reception processing system when the information regarding the content of the change to be added to the contained information is input, and corresponds to FIG. Figure. This is an example of when the operator accepts a change in payment method and inputs it to the telephone order acceptance processing system, and then the telephone order acceptance processing system displays the entered information on the display screen for confirmation by the operator. The figure corresponding to FIG. 5, FIG. 9, and FIG. After the operator accepts the change in the payment method and inputs it to the telephone order acceptance processing system, the operator who confirms the screen contents shown in FIG. 17 repeats the contents received by telephone to the customer who is accepting the telephone and confirms it. This is an example of when the telephone order reception processing system displays the repeat information on the display screen at the time of the operation, and is a diagram corresponding to FIGS. 6, 10, and 14. After the operator accepts the change of payment method, inputs it to the telephone order acceptance processing system, and registers it, the display screen of the telephone order acceptance processing system uses the order information display means to display "information about the product purchase order for each customer who purchases the product. It shows an example in which "information about the delivery schedule of the product" is displayed, and is a diagram corresponding to FIGS. 7, 11, and 15. The figure explaining the schematic structure of the telephone order acceptance processing system of this invention.

The telephone order reception processing system 1 (FIG. 20) including a computer configuration includes an order information display means 2, a product purchase order reception processing means 3, a storage unit 10, a customer database 11, and a customer order information database 12, which will be described later. ..

Although not shown, the telephone order acceptance processing system 1 (FIG. 20) controls so that various functions of the system of this embodiment are realized according to an operating system, a predetermined computer program installed or downloaded, and the like. A ROM as a storage unit that stores the CPU to be performed, an operating system, various computer programs, etc., and data necessary for the CPU to execute the processing for each control, and the CPU to execute the processing. An information output unit consisting of a RAM, a hard disk, a communication interface, a display screen such as a liquid crystal screen, a keyboard, a mouse, etc., which stores necessary data and is also used as a work area where information is appropriately rewritten by the CPU, and a liquid crystal screen. It is equipped with an information input unit for operation, etc., and these are connected by the necessary bus line.

The order information display means 2 is a process of displaying information on a product delivery schedule including information on a product purchase order for each customer who purchases a product on the display screen of a telephone order reception processing system 1 composed of a computer configuration. Do.

The process performed by the order information display means 2 delivers the product with information related to the delivery schedule including information for identifying the product to be delivered and information regarding the delivery date of the product to be delivered. Each piece of information that specifies the delivery destination of the product to be delivered is displayed on the display screen of the telephone order acceptance processing system 1 in chronological order in a matrix consisting of a plurality of squares.

That is, for each information that identifies the delivery destination of the product to be delivered, the "product" that consists of multiple elements such as "information that identifies the product to be delivered" and "information about the date on which the product to be delivered is delivered". "Information on product delivery schedule, which includes information on purchase orders," is arranged in chronological order in a grid pattern and a grid pattern as a chart, which is processed by the order information display means 2 to accept telephone orders. It is displayed on the display screen of the system 1.

The order information display means 2 displays the first guidance information prompting the input of information about the range to be changed with respect to the information contained in the information regarding the delivery schedule, and the information regarding the delivery schedule is displayed. Further, the process of displaying on the display screen is performed.

In addition, the order information display means 2 displays the information regarding the delivery schedule as the second guidance information for prompting the input of the information regarding the content of the change to be added to the information included in the information regarding the delivery schedule. Further, a process of displaying the display screen is performed.

The product purchase order receiving processing means 3 displays the handling product display area for displaying a plurality of handling products to be purchased by the customer and the order product display area for displaying the handling products that the customer wants to purchase. It is displayed in parallel on the screen, and on the display screen, the handling product displayed in the handling product display area is moved to the ordered product display area by dragging and dropping to accept an order for purchasing the product by the customer. Perform processing.

The telephone order acceptance processing system of this embodiment is realized by a computer installed with a computer program that causes a computer to execute a processing operation performed by the order information display means 2 and the product purchase order acceptance processing means 3 described above.

Hereinafter, an example of the processing operation performed by the telephone order reception processing system of this embodiment will be described.

(New customer registration (1))
An example of new customer registration will be described with reference to FIGS. 1 to 7.

When the telephone order receptionist (operator) of the mail-order business receives a call from a customer who wishes to newly register, the reception processing screen shown in FIG. 1 is displayed on the display screen of the telephone order reception processing system 1 being operated. ..

In the reception processing screen shown in FIG. 1, information about the customer is displayed on the left side, and information about the purchase product order by the customer is displayed on the right side.

If the customer who made the call received by the operator is already a registered customer, the operator enters the phone number or customer number received by phone in the "Customer Search" field on the left side, and the figure shows. The "information on the product delivery schedule including the information on the product purchase order for each customer who purchases the product" illustrated in 7 is displayed on the display screen of the telephone order reception processing system 1 by the order information display means 2 Displayed by.

The "information on the product delivery schedule that includes information on the product purchase order for each customer who purchases the product" illustrated in FIG. 7 includes information that identifies the product to be delivered and the product to be delivered. "Information about the product delivery schedule that includes information about the product purchase order" including information about the delivery date is for each information that identifies the product destination to which the product is delivered, that is, the product is purchased. It is displayed in chronological order in a matrix consisting of a plurality of squares for each customer.

On the other hand, if the customer who made the call received by the operator is a customer who newly applies for product purchase, the customer's name, which was heard by telephone in the "Customer Information" column on the left side of the figure in Fig. 1, Enter information about the address, etc. (Fig. 2), and then enter various information about the customer heard over the phone. In the example shown in FIG. 3, the customer is asked whether it is possible to send direct mail in the future, whether it is possible to provide information in the future by e-mail, and so on. ..

Information that identifies the customer, such as the name, telephone number, address, etc. input from the operator, by the processing operation performed by the telephone order reception processing system 1 in order to identify the customer who made the call, for example, the customer. A number is assigned, and the telephone order reception processing system 1 associates various information about the customer with the customer number and information for identifying the customer such as the entered customer's name, telephone number, address, and the like. The process of registering in the customer database 11 deployed in the storage unit 10 of the telephone order reception processing system 1 is performed.

Subsequently, the operator operates the telephone order acceptance processing system 1 in order to accept the order for product purchase by the customer, and the product purchase order acceptance processing means 3 displays the information shown in FIG. 4 on the telephone order acceptance processing system 1. Display on the screen.

By the product purchase order acceptance processing means 3, the display screen of the telephone order acceptance processing system 1 has a handling product display area for displaying a plurality of handling products to be purchased by the customer, and a handling desired by the customer. As shown in FIG. 4, the ordered product display area for displaying the product is displayed in parallel on the display screen of the telephone order reception processing system 1.

When the operator receives an order by telephone, the operator drags and drops the ordered product from among the plurality of products displayed in the product display area displayed on the left side in FIG. 4, and in FIG. Move to the ordered product display area displayed on the right side. As a result, an order for purchasing a product from the customer is accepted. In FIG. 4, the product "milky lotion" is ordered. If necessary, the order quantity is adjusted by "-" and "+" in the pull-down menu according to the customer's order.

Regarding the product order from the customer, the operator selects the delivery address of the product, the billing address of the purchase price of the product, the delivery method, the method of receiving payment, the desired date of the first delivery date, and the subsequent delivery cycle (first delivery). After that, the information such as whether it will be delivered on a regular basis or whether it is a one-time delivery only this time) is heard by telephone and input to the telephone order reception processing system 1.

For example, you can ask for information about the delivery cycle (whether it will be delivered on a regular basis after the first delivery or if it is a "only this time" one-time delivery) and it will be displayed at the bottom right of Figure 4. Enter information about the delivery cycle (delivery course) using either the "Regular" or "This time only" button in the "Delivery course" column.

The information input to the telephone order reception processing system 1 in this way is associated with the above-mentioned information such as the customer number that identifies the customer by the processing performed by the telephone order reception processing system 1, and is stored in the telephone order reception processing system 1. It is registered in the customer order information database 12 deployed in the unit 10.

After that, the operator operates the telephone order acceptance processing system 1 to display the confirmed order contents on the display screen of the telephone order acceptance processing system 1 as shown in FIG.

In FIG. 5, the date when the operator receives the call and starts the product purchase order is November 13, 2018, the desired date of the first delivery date is November 24, 2018, and then every month thereafter. This is an example of a screen where the order details are confirmed.

Subsequently, the operator operates the telephone order reception processing system 1 to display the repeat screen shown in FIG.

It is not a product purchase order by a new customer, but as will be described later, following the screen in which the order content shown in FIG. 5 (that is, the order change content) is confirmed by accepting the change request regarding the order content from the already registered customer. When moving to the repeat screen shown in FIG. 6, the changed part is highlighted on the display screen by a predetermined processing operation performed by the telephone order reception processing system 1, and so on. Become.

On the other hand, as described above, in the case of a new order from a customer who newly applies for product purchase, the repeat shown in FIG. 6 is displayed on the display screen following the screen in which the order details shown in FIG. 5 are confirmed. The contents of the screen are the same.

The order confirmation content displayed on the repeat screen includes the information that the operator listened to by telephone and entered into the telephone order reception processing system 1 (desired date of the first delivery date, then regular delivery, purchased products. Is "milky lotion", and the billing amount, product delivery address, product purchase price billing address, delivery method, payment method, etc.) can be displayed or displayed with a link. Become.

Therefore, the operator can read and repeat the contents of the repeat screen shown in FIG. 6 and confirm the order contents with the customer who has placed the order by telephone.

In FIG. 7, the confirmed order contents as described above are telephoned by the order information display means 2 as "information on the product delivery schedule including information on the product purchase order for each customer who purchases the product". It represents an example when it is displayed on the display screen of the order acceptance processing system 1.

"Emulsion" which is "information to identify the product to be delivered" and "November 24 (new once)" and "December" which are "information about the date when the product (milky lotion) to be delivered" is delivered. "Information about product delivery schedule including information about product purchase order" including "24th (2 times in a row)" and "January 24th (3 times in a row)" will deliver the product. It is displayed in chronological order in a matrix consisting of a plurality of squares for each information that identifies the delivery destination of the product, that is, for each customer who purchases the product.

In the matrix shown in FIG. 7, information about the delivery destination (for example, a delivery order may be received to a person or a place different from the person who is applying for the purchase of the product), and the product (milky lotion) to be delivered. The number of is also displayed.

In the example shown in Fig. 7, the product order information by a customer named "Mail Order Saburo" started by the telephone received on November 13, 2018, and the delivery is "regular", and November 24 is new. As the first time, after that, the product delivered and delivered on the 24th of every month is one "milky lotion" and the delivery address is Mr. Saburo Mail Order.

As shown in FIG. 7, buttons such as "delivery method" and "payment method" are displayed on the display screen, and the operator clicks these buttons to obtain information on the "delivery method" and information on the "delivery method". Information on the "payment method" can be displayed on the display screen.

The "information on the product delivery schedule including the information on the product purchase order for each customer who purchases the product" displayed in FIG. 7 also identifies the customer described above by the processing performed by the telephone order reception processing system 1. It is associated with information such as a customer number and is registered in a customer order information database 12 deployed in a storage unit 10 of a telephone order reception processing system 1.

(New customer registration (2))
Other examples of new customer registration will be described with reference to FIGS. 8 to 11.

Orders are accepted from new customers whose delivery cycle (whether it is delivered regularly after the first delivery or is it a "only this time" one-time delivery) is a "this time only" one-time delivery. , Is an example of input.

After the process described with reference to FIGS. 1 to 3 of the above-mentioned new customer registration (1) is completed, the customer shown in FIG. 8 corresponding to FIG. 4 of the above-mentioned new customer registration (1) At the stage when orders related to product purchase are accepted, use the "Regular" and "Only this time" buttons in the "Delivery course" column displayed at the bottom right of Fig. 8 using the "Only this time" button. Enter information about the delivery cycle (delivery course).

Since the steps up to this point are the same as the processes described with reference to FIGS. 1 to 3 of the new customer registration (1) described above, the description thereof will be omitted.

FIG. 9 shows a state in which the confirmed order content is displayed on the display screen of the telephone order reception processing system 1, and corresponds to the state shown in FIG. 5 of the above-mentioned new customer registration (1).

In FIG. 9, the date when the operator receives the call and starts the product purchase order is November 13, 2018, and the desired date of the first delivery date is November 24, 2018. This is an example of a screen where the order details are confirmed.

Subsequently, the operator operates the telephone order reception processing system 1 to display the repeat screen shown in FIG. 10. FIG. 10 is a state corresponding to the state shown in FIG. 6 of the above-mentioned new customer registration (1).

The order confirmation content displayed on the repeat screen includes the information that the operator listened to by telephone and entered into the telephone order reception processing system 1 (the desired date of the first delivery date, the purchase document is "night cream", and 1). Information on the billing amount, the delivery address of the product, the billing address of the purchase price of the product, the delivery method, the method of receiving payment, etc.) can be displayed or displayed by a link.

Here, too, the operator can read and repeat the contents of the repeat screen shown in FIG. 10 and confirm the order contents with the customer who placed the order by telephone.

In FIG. 11, the confirmed order contents as described above are telephoned by the order information display means 2 as "information on the product delivery schedule including information on the product purchase order for each customer who purchases the product". It represents an example when it is displayed on the display screen of the order acceptance processing system 1.

Including "Night cream" which is "information to identify the product to be delivered" and "November 24 (new)" which is "information about the date when the delivered product (night cream) is delivered" "Information about product delivery schedule that includes information about product purchase orders" is from multiple squares for each information that identifies the delivery destination of the product to which the product is delivered, that is, for each customer who purchases the product. It is displayed in chronological order in the form of a matrix. This is a state corresponding to the state shown in FIG. 7 of the above-mentioned new customer registration (1). Since this is a product order only for this time, the information column regarding the delivery date of the delivered product is only the square on November 24th.

In the matrix shown in FIG. 11, further, information on the delivery destination (for example, a delivery order may be received to a person or a place different from the person who is applying for the purchase of the product), and the product to be delivered (night cream). ) Is also displayed.

The "information on the product delivery schedule including the information on the product purchase order for each customer who purchases the product" displayed in FIG. 11 also identifies the customer described above by the processing performed by the telephone order reception processing system 1. It is associated with information such as a customer number and is registered in a customer order information database 12 deployed in a storage unit 10 of a telephone order reception processing system 1.

(Change of delivery method)
An example of a case where the operator receives and processes a request regarding a change in the delivery method from a registered customer will be described with reference to FIGS. 12 to 15.

When the operator accepts the call and receives an explanation from the registered customer that it is a request to change the registered contents, the operator gives information that identifies the customer, such as the customer's name or customer number heard on the phone. , Enter into the telephone order reception processing system 1.

The order information display means 2 of the telephone order reception processing system 1 relates to a product delivery schedule containing information on a product purchase order for each customer who purchases a product of a registered customer specified by the customer number or the like. "Information" is displayed on the display screen of the telephone order reception processing system 1 as shown in FIG. 7.

At this time, the order information display means 2 displays the first guidance information prompting the input of information about the range to be changed with respect to the information included in the information regarding the delivery schedule, and the information regarding the delivery schedule. It is further displayed on the display screen.

FIG. 7 In the illustrated embodiment, the "applicable range selection" field is displayed, and the "apply only selected portion", "apply after selected portion", and "apply to after selected portion and other orders" buttons are displayed and applied. The operator is prompted to select a range, and these are displayed on the display screen of the telephone order reception processing system 1 as the first guidance information.

Further, at this time, the order information display means 2 provides the second guidance information for prompting the input of the information regarding the content of the change to be added to the information included in the information regarding the delivery schedule, and the information regarding the delivery schedule. Is further displayed on the display screen on which is displayed.

In the embodiment shown in FIG. 7, the "procedure selection" column is displayed, and "changes regarding order", "changes regarding address", "changes regarding delivery method / payment method", "changes regarding apology", and "product / The "Change in quantity", "Change in date", and "Change in gifts / enclosed items" buttons are displayed, prompting the operator to enter information regarding the content of the change to be added to the information contained in the information regarding the delivery schedule. These are displayed on the display screen of the telephone order reception processing system 1 as the second guidance information.

In the illustrated embodiment, click in the grid of the delivery date, which is the starting point at the time of the change operation, and apply the applicable range ("apply only to the selected portion", "apply to the selected portion or later", "after the selected portion and other orders". If you select "Apply"), the background color of the grid to be applied will change and you can check it. The procedures that can be changed are "cancellation, suspension, suspension, and resumption of the entire order", "change of goods and quantity in the order", "change of billing address and delivery address", and "delivery date," in the illustrated embodiment. "Change of delivery cycle" and "Change of delivery method and payment method".

In consideration of the fact that the above-mentioned "procedure selection" extends over a plurality of "procedure selection", in FIG. 7, the "procedure selection" column is a plurality of "procedure selection 1" and "procedure selection 2".

In the example shown in FIG. 12, for example, a customer who has made a phone call has made a subscription and wants to change only the delivery method of the product delivered to the person on February 24th.

The operator who supports the telephone receives the "information about the product delivery schedule" (Fig. 7) of the registered customer specified by the customer number or the like heard from the customer who is calling by telephone order reception processing system 1 After displaying on the display screen of, enter in the "Apply range selection" field with the "Apply only selected" button. Then, the square on February 24, in which the "delivery address" is the person himself / herself, is displayed prominently on the display screen by highlighting or the like.

In addition, select "Delivery method" in the "Changes regarding delivery method / payment method" field.

As a result, on the display screen of the telephone order reception processing system 1 operated by the operator, a "delivery destination selection" column and a "delivery method change" column are displayed as shown in FIG.

In Fig. 12, the "information about the product delivery schedule" shown in Fig. 7 is newly delivered from November 24, with the registered customers "Mail Order Taro" and the person himself and "Mail Order Hanako" as the delivery destinations. In the case of "information on product delivery schedule", the product will be delivered on a regular basis on February 24, April 24, and June 24, with December 24 suspended. It shows an example when the change is made only about the delivery method for February 24th.

The operator changes the current delivery method "ordinary mail" for which the delivery method has already been registered to the changed delivery method "Yamato" and the time designation "morning" according to what is heard on the phone (Fig. 12). ..

Subsequently, the operator operates the telephone order acceptance processing system 1 to display "information on the product delivery schedule" reflecting the change request contents on the display screen of the telephone order acceptance processing system 1 (FIG. 13).

Here, too, only the squares of the delivery method on February 24, which is the changed part, can be displayed prominently on the display screen by highlighting or the like.

Subsequently, the operator operates the telephone order reception processing system 1 to display the repeat screen shown in FIG. In FIG. 14, the operator receives the above-mentioned telephone request from the customer, inputs it into the telephone order reception processing system 1, and changes in the state shown in FIG. 13 (delivery address: delivery on February 24 for the person himself / herself). From "ordinary mail (no time zone specified)" before changing the method, "Yamato time specified: morning" after the change) is displayed on the screen.

Therefore, the operator can read aloud the changed contents displayed on the repeat screen shown in FIG. 14 and repeat them, and can confirm the changed order contents with the customer who has placed the changed order by telephone.

FIG. 15 shows that the change of the confirmed order contents as described above is as “information on the product delivery schedule including information on the product purchase order for each customer who purchases the product” by the order information display means 2. , This is an example when the product is displayed on the display screen of the telephone order reception processing system 1.

The "information on the product delivery schedule including the information on the product purchase order for each customer who purchases the product" displayed in FIG. 15 also identifies the customer described above by the processing performed by the telephone order reception processing system 1. It is associated with information such as a customer number and is registered in a customer order information database 13 installed in a storage unit 10 of a telephone order reception processing system 1.

(Change of payment method)
An example of a case where the operator receives and processes a request regarding a change in payment method from a registered customer will be described with reference to FIGS. 16 to 19.

When the operator accepts the call and receives an explanation from the registered customer that it is a request to change the registered contents, the operator gives information that identifies the customer, such as the customer's name or customer number heard on the phone. , Enter into the telephone order reception processing system 1.

The order information display means 2 of the telephone order reception processing system 1 relates to a product delivery schedule containing information on a product purchase order for each customer who purchases a product of a registered customer specified by the customer number or the like. "Information" is displayed on the display screen of the telephone order reception processing system 1 as shown in FIG. 7.

At this time, the order information display means 2 makes changes to the information included in the information regarding the delivery schedule, as described in the above-mentioned "change of delivery method" process (FIGS. 12 to 15). The first guidance information prompting the input of information about the range and the second guidance information are further displayed on the display screen on which the information regarding the delivery schedule is displayed.

Since the contents of the first guidance information and the second guidance information to be displayed are the same as those described in the above-mentioned "change of delivery method" steps (FIGS. 12 to 15), the description thereof will be omitted here.

In Fig. 16, the "information about the product delivery schedule" shown in Fig. 7 is newly delivered from November 24, with the registered customers "Mail Order Taro", the person himself, and "Mail Order Hanako" as the delivery destinations. In the case of "information about product delivery schedule", which will be canceled on December 24th and will be delivered regularly on February 24th, April 24th, and June 24th, from the person himself / herself. This is an example of changing the payment method for deliveries after February 24 from "transfer" to "cash on delivery".

The operator who supports the telephone receives the "information about the product delivery schedule" (Fig. 7) of the registered customer specified by the customer number or the like heard from the customer who is calling by telephone order reception processing system 1 After displaying on the display screen of, enter in the "Apply range selection" field with the "Apply after selection" button. Then, the square of the delivery destination "Delivery destination" or the delivery destination "Mail order Hanako" on February 24 is highlighted and displayed on the display screen so as to be conspicuous.

In addition, select "Payment method" in the "Changes regarding delivery method / payment method" field.

As a result, the "payment method change" column is displayed on the display screen of the telephone order reception processing system 1 operated by the operator, as shown in FIG.

The operator changes the payment method from the current payment method "transfer", which has already been registered, to the changed payment method "cash on delivery" according to what is heard on the telephone (Fig. 16).

Subsequently, the operator operates the telephone order acceptance processing system 1 to display "information on the product delivery schedule" reflecting the change request contents on the display screen of the telephone order acceptance processing system 1 (FIG. 17).

Here, too, only the squares of the payment method after February 24, which is the changed part, can be displayed prominently on the display screen by highlighting or the like.

Subsequently, the operator operates the telephone order reception processing system 1 to display the repeat screen shown in FIG. In FIG. 18, the operator receives the above-mentioned telephone request from the customer, inputs it into the telephone order reception processing system 1, and changes the contents (payment method after February 24) in the state shown in FIG. Change from transfer to cash on delivery by the time of delivery) is displayed on the screen.

Therefore, the operator can read aloud the changed contents displayed on the repeat screen shown in FIG. 18 and repeat them, and can confirm the changed order contents with the customer who has placed the changed order by telephone.

FIG. 19 shows that the change of the confirmed order contents as described above is as "information on the product delivery schedule including information on the product purchase order for each customer who purchases the product" by the order information display means 2. , This is an example when the product is displayed on the display screen of the telephone order reception processing system 1.

The "information on the product delivery schedule including the information on the product purchase order for each customer who purchases the product" displayed in FIG. 19 also identifies the customer described above by the processing performed by the telephone order reception processing system 1. It is associated with information such as a customer number and is registered in a customer order information database 12 deployed in a storage unit 10 of a telephone order reception processing system 1.

Although the embodiment of the present invention and an example of the processing operation performed by the telephone order reception processing system of this embodiment have been described above, the present invention is not limited to these embodiments and is within the scope of claims. Various changes can be made within the technical scope grasped from the description.

For example, in the above description, the telephone order reception processing system 1 composed of a computer includes a storage unit 10 having a customer database 11 and a customer order information database 12, and is required for processing of the telephone order reception processing system 1. Customer information and customer order information were stored and registered in these. Instead of this, the telephone order reception processing system 1 composed of the computer operated by the operator is installed on the server computer that the mail-order business operator can connect to the network via a wired or wireless network. It is possible to form a form in which a storage unit 10 is deployed. In this case, the server computer can be realized by one server computer, but it is also possible to make a distributed processing system in which necessary functions are distributed to a plurality of server computers. In addition, various functions of the server computer can be realized by using a virtual server or the like on the cloud.

As described above, the telephone order reception processing system of the present invention has a configuration that can be intuitively operated by the telephone order receptionist (operator) of the mail-order business operator. In particular, information on the product delivery schedule that includes information on the product purchase order for each customer who purchases the product, which is displayed on the display screen of the telephone order reception processing system operated by the operator by the order information display means. The "delivery schedule" is configured to display order information in a time-series matrix. Therefore, the future delivery schedule and the relationship with other orders can be visually grasped from the display screen of the telephone order reception processing system operated by the operator. As a result, the operator who handles the telephone can smoothly carry out the operation while interacting with the customer.

The information screen related to the subscription order displayed on the display screen of the telephone order reception processing system operated by the operator inputs the product, quantity, delivery date, delivery cycle, etc. for each subscription order by code, numerical value, etc. However, if it is registered, only one pattern at the time of telephone correspondence is displayed on the screen, and the registered contents are not displayed in chronological order.

On the other hand, it is "information on the product delivery schedule including information on the product purchase order for each customer who purchases the product" displayed on the display screen of the telephone order reception processing system operated by the operator. In the "delivery schedule", the registration details are displayed in chronological order for each delivery date, and multiple patterns of registration, future reservation registration, and multiple changes can be applied to multiple orders at the same time.

For example, a moving customer can pre-register a delivery address to a new address for orders placed after the moving date, along with other orders. Alternatively, since the product has not been used up, it is possible to perform a combination of registrations such as taking a rest once or shifting the delivery date. The operator visually confirms the registered contents of such a change request at the time of registration. can do.

Therefore, according to the present invention, in a business such as mail-order sales, an operator who accepts a product purchase order from a customer by telephone on the mail-order business side processes the received product purchase order, change request, etc. by a computer or the like. In the mail order reception processing system that inputs and registers to the terminal, the information displayed on the display screen of the processing terminal enables intuitive and easy input operation by the operator, and the load and time required for learning the system operation is small. It is possible to provide a telephone order reception processing system that can be completed.

Claims (4)

It is a telephone order reception processing system equipped with an order information display means for displaying information on the product delivery schedule on the display screen, which includes information on the product purchase order for each customer who purchases the product.
Information on the delivery schedule, including information on the product to be delivered and information on the date on which the product is delivered, is for each information that identifies the delivery destination of the product to be delivered. A telephone order reception processing system that is displayed on the display screen by the order information display means in a time series in a matrix composed of a plurality of squares. The order information display means
The first guidance information prompting the input of information about the range of modification to the information contained in the delivery schedule information is further displayed on the display screen on which the delivery schedule information is displayed. The telephone order acceptance processing system according to claim 1. The order information display means
Second guidance information that prompts the input of information regarding the content of the change to be added to the information contained in the information regarding the delivery schedule is further added to the display screen on which the information regarding the delivery schedule is displayed. The telephone order acceptance processing system according to claim 2 to be displayed. The handling product display area for displaying a plurality of handling products to be purchased by the customer and the order product display area for displaying the handling products desired by the customer are displayed side by side on the display screen, and the above-mentioned On the display screen, by dragging and dropping the handled product displayed in the handled product display area to the ordered product display area, a product purchase order acceptance processing means for accepting an order for product purchase by the customer is further provided. The telephone order acceptance processing system according to any one of claims 1 to 3.