JP2020177550A - Information processing system and program - Google Patents

Abstract

To increase the accuracy of information for an extracted customer more than when using one of apparatus information acquired from an apparatus in a network environment of the customer and the answer to a question to the customer.SOLUTION: The information processing system includes: apparatus information storage means for acquiring and storing, on a customer-by-customer basis, apparatus information of an apparatus in a network environment of each of a plurality of customers; answer storage means for collecting and storing, on a customer-by-customer basis, the answer to a question to a customer about the network environment; and extraction means for extracting a customer who has a predetermined issue from the plurality of customers, the customers having their respective specified issues, on the basis of both the stored apparatus information and the answer.SELECTED DRAWING: Figure 4

Description

The present invention relates to information processing systems and programs.

For example, Patent Document 1 describes an existing customer having attribute information similar to the customer's attribute information based on the content input to the condition input means that accepts the input of the customer's attribute information and the information about the problem that the customer has. Discloses a proposal system that selects and presents detailed information on products or services that are used by the customer and that match the information about the customer's issues.

Japanese Unexamined Patent Publication No. 2016-81409

For example, when extracting customers as a sales target, device information acquired from devices in the customer's network environment may be used. Here, for example, even if the problem is specified and the customer is extracted based on the device information, it is not known whether or not the customer himself / herself recognizes the specified problem. On the other hand, the answer to the question asked to the customer may be used by a questionnaire or the like. In this case, for example, if a problem is specified based on the answer to a question and a customer is extracted, the customer himself / herself recognizes the problem, but the same problem is not always specified from the device information.
An object of the present invention is extracted as compared with the case where a customer is extracted by using either the device information acquired from the device in the customer's network environment or the answer to a question asked to the customer. The purpose is to improve the accuracy of information for customers.

The invention according to claim 1 is a device information storage means for acquiring and storing device information of devices in the network environment of each customer for a plurality of customers, and for the customer regarding the network environment. According to the answer storage means for collecting and storing the answers to the questions asked for each customer, and the problem specified for each customer based on both the stored device information and the answers, the plurality of cases are described. It is an information processing system provided with an extraction means for extracting the customer who has a predetermined problem from the customers.
The invention according to claim 2 is characterized in that the extraction means extracts a customer having the predetermined problem as a common problem specified from the device information and the respective information of the answer. The information processing system according to claim 1.
According to the third aspect of the present invention, the extraction means is defined as a common problem specified from the device information and the respective information of the answer when there are a plurality of the predetermined problems. The information processing system according to claim 2, wherein customers who have a problem equal to or higher than a threshold value are extracted.
The invention according to claim 4 is characterized in that the extraction means extracts a customer having the predetermined problem as a problem specified from the information of either the device information or the answer. The information processing system according to claim 1.
According to the fifth aspect of the present invention, the extraction means is defined as a problem specified from the device information and one of the answers when there are a plurality of the predetermined problems. The information processing system according to claim 4, wherein customers having a problem equal to or higher than a threshold value are extracted.
The invention according to claim 6 is the information processing system according to claim 1, wherein the predetermined problem is a problem solved by a product designated by an operator.
The invention according to claim 7 is a process of extracting a customer having the predetermined problem as a common problem specified from the device information and the respective information of the answer, and the device information and the answer. As a problem specified from any one of the information, a request is further provided with a reception means for accepting a process of extracting a customer having the predetermined problem and a process of selecting which process to execute. The information processing system according to Item 1.
According to the invention of claim 8, the receiving means has a device for extracting a customer having a predetermined problem as a problem specified from either the device information or the answer. Either the process of extracting the customer who has the predetermined problem as the problem specified from the information or the process of extracting the customer who has the predetermined problem as the problem specified from the answer. The information processing system according to claim 7, wherein the selection of whether to execute is accepted.
The invention according to claim 9 is a device information storage means for acquiring and storing device information of devices in the network environment of each customer for a plurality of customers, and for the customer regarding the network environment. Based on the answer storage means for collecting and storing the answers to the questions asked for each customer, the device information stored for each customer, and the answers, a specific condition is set from among the plurality of customers. It is an information processing system provided with an extraction means for extracting the customer to be satisfied.
The invention according to claim 10 relates to a computer, a function of acquiring device information of a device in the network environment of each customer for each customer and storing the device information in a storage unit, and the network environment. A function of collecting answers to questions asked to customers for each customer and storing them in a storage unit, and a problem specified for each customer based on both the stored device information and the answers. This is a program for realizing a function of extracting a customer having a predetermined problem from the plurality of customers.
The invention according to claim 11 relates to a computer, a function of acquiring device information of a device in the network environment of each customer for each customer and storing the device information in a storage unit, and the network environment. From the plurality of customers, based on the function of collecting the answers to the questions asked to the customers for each customer and storing them in the storage unit, the device information stored for each customer, and the answers. It is a program for realizing a function of extracting the customer who satisfies a specific condition.

According to the invention described in claim 1, a comparison is made with the case where the customer is extracted by using either the device information acquired from the device in the customer's network environment or the answer to the question asked to the customer. Therefore, the accuracy of the extracted customer information can be improved.
According to the invention of claim 2, customers having a common problem identified from the device information and the respective information of the answer can be extracted.
According to the invention of claim 3, when there are a plurality of predetermined problems, in consideration of the commonality between the common problem specified from the device information and the respective information of the answer and the predetermined problem. , Customers can be extracted.
According to the invention of claim 4, a customer having a problem specified from either device information or response information can be extracted.
According to the invention of claim 5, when there are a plurality of predetermined problems, the customer can be extracted in consideration of the difference between the problem specified from the device information and the problem specified from the answer. ..
According to the invention of claim 6, a customer having a problem solved by the product specified by the operator can be extracted.
According to the invention of claim 7, as a customer having a predetermined problem, a customer having a common problem specified from each information of the device information and the answer, and one of the device information and the answer. It is possible to select which customer has a problem specified from the information to be extracted.
According to the invention of claim 8, as a customer having a predetermined problem, either a customer having a problem specified from the device information or a customer having a problem specified from the answer is targeted for extraction. You can choose whether to do it.
According to the invention of claim 9, a comparison is made with the case where the customer is extracted by using either the device information acquired from the device in the customer's network environment or the answer to the question asked to the customer. Therefore, the accuracy of the extracted customer information can be improved.
According to the invention of claim 10, compared with the case where the customer is extracted by using either the device information acquired from the device in the customer's network environment or the answer to the question asked to the customer. Therefore, the function of improving the accuracy of the extracted information for the customer can be realized by the computer.
According to the invention of claim 11, as compared with the case where the customer is extracted by using either the device information acquired from the device in the customer's network environment or the answer to the question asked to the customer. Therefore, the function of improving the accuracy of the extracted information for the customer can be realized by the computer.

It is a figure which showed the whole configuration example of the computer system which concerns on this embodiment. It is a figure which shows the hardware configuration example of the sales support terminal which concerns on this embodiment. It is a block diagram which showed the functional structure example of the customer terminal which concerns on this Embodiment. It is a block diagram which showed the functional structure example of the sales support terminal which concerns on this Embodiment. (A) is a flowchart showing an example of a processing procedure for collecting HW configuration information and SW configuration information. (B) is a flowchart showing an example of a processing procedure for collecting device-specific information. (A) is a flowchart showing an example of a processing procedure for identifying a device problem based on information collected from a customer terminal. (B) is a flowchart showing an example of a processing procedure for identifying a questionnaire task based on information collected from a customer terminal. It is a flowchart which showed an example of the processing procedure which extracts a customer. (A) to (C) are diagrams for explaining a specific example of the process of collecting HW configuration information. (A) and (B) are diagrams for explaining a specific example of the process of collecting SW configuration information. (A) is a diagram showing an example of information collected from peripheral devices. (B) is a diagram showing an example of a device type determination table. (C) is a diagram showing an example of a device-specific information determination table. (D) is a diagram showing an example of device-specific information. It is a figure which shows an example of HW configuration information acquired from a plurality of customer environments. It is a figure which shows an example of SW configuration information acquired from a plurality of customer environments. It is a figure which shows an example of the device-specific information acquired from a plurality of customer environments. (A) to (C) are diagrams showing an example of an equipment problem evaluation chart. It is a figure which shows an example of the device task stored in the device task storage part. (A) is a diagram showing an example of a questionnaire screen. (B) is a figure which shows an example of the answer stored in the questionnaire answer storage part. It is a figure which shows an example of the questionnaire task evaluation chart. It is a figure which shows an example of the questionnaire task stored in the questionnaire task storage part. It is a figure which shows an example of the screen which accepts the designation of a product. It is a figure which shows an example of the information which is stored in the product information storage part. It is a figure which shows an example of the information stored in the customer information storage part. (A) and (B) are diagrams showing an example of a screen of a customer extraction result.

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

<Overall system configuration>
FIG. 1 is a diagram showing an overall configuration example of the computer system 1 according to the present embodiment. As shown in the figure, in the computer system 1 according to the present embodiment, the sales support terminal 100 and the plurality of customer environments 200 are connected via the network 300. In the example shown in FIG. 1, only three customer environments 200 are shown, but in the present embodiment, the number of customer environments 200 is not limited to three.
In the present embodiment, the computer system 1 and the sales support terminal 100 are used as an example of the information processing system.

The sales support terminal 100 is, for example, a computer device operated by an operator who is a sales person. Although the details will be described later, the sales support terminal 100 collects information on the customer environment 200 from the customer terminal 210 via the network 300. Further, the sales support terminal 100 identifies the customer's problem (that is, the problem of the customer environment 200) based on the collected information. Then, when the sales support terminal 100 receives the designation of the product from the operator, it is solved by the designated product (hereinafter, the product designated by the operator is referred to as "designated product") from among a plurality of customers. Extract customers with issues. That is, a customer who is likely to purchase a designated product is extracted from a plurality of customers.

Here, the information collected from the customer terminal 210 is, for example, information on the hardware constituting the customer terminal 210 (hereinafter referred to as "HW configuration information") and information on software installed on the customer terminal 210 (hereinafter referred to as "HW configuration information"). Information related to the peripheral device 220 (hereinafter referred to as “SW configuration information”) and peripheral device 220 (hereinafter referred to as “device-specific information”). In addition, the answers to the questions of the questionnaire given to the customer regarding the customer environment 200 are also collected from the customer terminal 210.

The customer environment 200 is a customer network environment. Examples of the customer environment 200 include a network environment of a company that is a customer and a network environment of departments in the company.
More specifically, the customer environment 200 is, for example, a network environment within one subnet used by the customer. However, when the customer uses a plurality of subnets, the network environment within the plurality of subnets may be the customer environment 200. In addition, the customer environment 200 can be regarded as a network environment within a predetermined range used by the customer.

Further, the customer environment 200 includes a customer terminal 210 and a peripheral device 220. In the customer environment 200, the customer terminal 210 and the peripheral device 220 are connected to a network and can communicate with each other.
The customer terminal 210 is a computer device operated by an operator who is a customer. Examples of the customer terminal 210 include a PC (Personal Computer), a mobile information terminal, and the like.
The peripheral device 220 is a device other than the customer terminal 210 among the devices connected to the network in the customer environment 200. Examples of the peripheral device 220 include a printing device for printing, NAS (Network Attached Storage) which is a storage device, and the like.

Here, the customer terminal 210 collects the HW configuration information of the own terminal and the SW configuration information of the own terminal, for example, periodically (for example, every few hours), and transmits the collected various information to the sales support terminal 100. In addition, the customer terminal 210 collects device-specific information of the peripheral device from the peripheral device 220 existing in the customer environment 200 in which the customer terminal is provided, for example, periodically (for example, every few hours), and the collected information. Is transmitted to the sales support terminal 100. Further, the customer terminal 210 receives input of an answer to a question of a questionnaire about the customer environment 200 from an operator who is a customer. Then, the customer terminal 210 transmits the received answer to the sales support terminal 100.
In the example shown in FIG. 1, only one customer terminal 210 is shown in each customer environment 200, but in the present embodiment, the number of customer terminals 210 in the customer environment 200 is not limited to one. Similarly, in the present embodiment, the number of peripheral devices 220 in the customer environment 200 is not limited to two.

The network 300 is a communication means used for information communication between the sales support terminal 100 and the customer environment 200, and is, for example, the Internet, a public line, a LAN (Local Area Network), or the like.

<Hardware configuration of sales support terminal>
Next, the hardware configuration of the sales support terminal 100 according to the present embodiment will be described. FIG. 2 is a diagram showing a hardware configuration example of the sales support terminal 100 according to the present embodiment.

As shown in the figure, the sales support terminal 100 includes a CPU (Central Processing Unit) 101, which is a calculation means, a ROM (Read Only Memory) 102, which is a storage area for storing programs such as a BIOS (Basic Input Output System), and the like. A RAM (Random Access Memory) 103, which is a program execution area, is provided. Further, the sales support terminal 100 includes an HDD (Hard Disk Drive) 104 which is a storage area for storing various programs such as an OS (Operating System) and an application, input data for various programs, output data from various programs, and the like. Then, the program stored in the ROM 102, the HDD 104, or the like is read into the RAM 103 and executed by the CPU 101, whereby the function of the sales support terminal 100 is realized.
Further, the sales support terminal 100 includes a communication interface (communication I / F) 105 for communicating with the outside, a display mechanism 106 such as a display, and an input device 107 such as a keyboard, a mouse, and a touch panel.

As the customer terminal 210, as an example, the same hardware configuration as shown in FIG. 2 can be used. Here, the HW configuration information collected by the customer terminal 210 includes information on each component of the hardware as shown in FIG. 2, such as a CPU and an HDD. The HW configuration information also includes, for example, OS and BIOS information. In addition, the HW configuration information can be said to be information on various resources used to execute the function of the customer terminal 210.

<Functional configuration of customer terminal>
Next, the functional configuration of the customer terminal 210 according to the present embodiment will be described. FIG. 3 is a block diagram showing a functional configuration example of the customer terminal 210 according to the present embodiment. The customer terminal 210 includes a local terminal information collecting unit 211, a peripheral device information collecting unit 212, a questionnaire input receiving unit 213, and a display control unit 214.
In addition, agent software (hereinafter, referred to as "agent") is installed in the customer terminal 210 as software for realizing the function of the customer terminal 210 according to the present embodiment.

The own terminal information collecting unit 211 collects HW configuration information and SW configuration information on a regular basis (for example, every few hours), and transmits the collected various information to the sales support terminal 100.
Here, the own terminal information collecting unit 211 associates the collected HW configuration information and SW configuration information with an identifier for uniquely identifying the customer (hereinafter, referred to as “customer code”) to support sales. Send to terminal 100.

The customer code exists for each customer, in other words, for each customer environment 200. In addition, the customer code is pre-loaded into the agent, for example. Also, for example, the customer may specify the customer code after installing the agent. Further, for example, the sales support terminal 100 may assign a customer code to each customer and notify the customer terminal 210.

Further, the own terminal information collecting unit 211 is not limited to a configuration in which various information is periodically collected and transmitted. For example, the own terminal information collecting unit 211 may collect and transmit various kinds of information at predetermined timings such as the timing when the customer terminal 210 is activated and the timing instructed by the operator. Further, the own terminal information collecting unit 211 is not limited to a configuration in which the HW configuration information and the SW configuration information are collected and transmitted at once, and for example, the HW configuration information and the SW configuration information may be collected and transmitted at different timings. Good. Further, the own terminal information collecting unit 211 may transmit various information to the sales support terminal 100 as it is at the timing of collecting various information, but transmits various information to the sales support terminal 100 at a timing different from the collection timing. May be good.

The peripheral device information collecting unit 212 collects device-specific information from the peripheral device 220, for example, periodically (for example, every few hours), and transmits the collected device-specific information to the sales support terminal 100.
Here, the peripheral device information collecting unit 212 identifies the peripheral device 220 existing in the customer environment 200 in which the own terminal is provided. Further, the peripheral device information collecting unit 212 acquires information such as a host name and a model name from the specified peripheral device 220, and specifies the device type of the peripheral device 220. Further, the peripheral device information collecting unit 212 requests the peripheral device 220 for the device-specific information corresponding to the specified device type, and collects the device-specific information from the peripheral device 220. Then, the peripheral device information collecting unit 212 associates the collected device-specific information with the customer code of the customer environment 200 in which the own terminal is provided, and transmits the collected device-specific information to the sales support terminal 100.

For example, when there are two peripheral devices 220 in the customer environment 200, the peripheral device information collecting unit 212 identifies the two peripheral devices 220. Further, the peripheral device information collecting unit 212 acquires information such as a host name and a model name from each of the two specified peripheral devices 220, and specifies the device type. For example, the device types of the two peripheral devices 220 are specified as a printing device and NAS, respectively. Next, the peripheral device information collecting unit 212 requests the device-specific information corresponding to the printing device from one of the peripheral devices 220, and collects the device-specific information. Further, the peripheral device information collecting unit 212 requests the device-specific information corresponding to NAS from the other peripheral device 220, and collects the device-specific information. Then, the peripheral device information collecting unit 212 associates the customer code of the customer environment 200 with the device-specific information collected from each of the two peripheral devices 220, and transmits the information to the sales support terminal 100.

Similar to the own terminal information collecting unit 211, the peripheral device information collecting unit 212 is not limited to a configuration in which device-specific information is periodically collected and transmitted. For example, the peripheral device information collecting unit 212 may collect and transmit device-specific information at a predetermined timing. Further, the peripheral device information collecting unit 212 is not limited to a configuration in which device-specific information of all peripheral devices 220 existing in the customer environment 200 is collected and transmitted at once, and for example, device-specific information of a plurality of peripheral devices 220 is different. It may be collected and transmitted at the timing. Further, the peripheral device information collection unit 212 may transmit various information to the sales support terminal 100 as it is at the timing of collecting various information, but transmits various information to the sales support terminal 100 at a timing different from the collection timing. May be good.

The questionnaire input reception unit 213 accepts the input of the answer to the question of the questionnaire about the customer environment 200.
Here, the questionnaire input reception unit 213 accepts the input of the answer to the question of the questionnaire about the customer environment 200 by the operation of the operator who is the customer. Further, the questionnaire input reception unit 213 associates the received response with the customer code of the customer environment 200 in which the own terminal is provided (that is, the customer code of the responding customer) and transmits the response to the sales support terminal 100. To do.

The display control unit 214 outputs data for displaying an image on the display and controls the display on the display. For example, the display control unit 214 acquires the information of the questionnaire screen (hereinafter, referred to as “questionnaire screen”) about the customer environment 200 from the sales support terminal 100. Then, based on the acquired information, the questionnaire screen is displayed on the display.

Then, each functional unit of the customer terminal 210 is realized by the cooperation of software and hardware resources. Specifically, when the customer terminal 210 is realized with the same hardware configuration as that shown in FIG. 2, for example, a program such as an agent stored in an HDD or the like is read into the RAM and executed by the CPU. By doing so, each functional unit such as the own terminal information collecting unit 211, the peripheral device information collecting unit 212, the questionnaire input receiving unit 213, and the display control unit 214 is realized.

<Functional configuration of sales support terminal>
Next, the functional configuration of the sales support terminal 100 according to the present embodiment will be described. FIG. 4 is a block diagram showing a functional configuration example of the sales support terminal 100 according to the present embodiment. The sales support terminal 100 includes a device information acquisition unit 111, a device information storage unit 112, a device problem identification unit 113, a device problem storage unit 114, a questionnaire response collection unit 115, a questionnaire response storage unit 116, a questionnaire problem identification unit 117, and a questionnaire task. It includes a storage unit 118, a product designation reception unit 119, a customer extraction unit 120, a product information storage unit 121, a customer information acquisition unit 122, a customer information storage unit 123, and a display control unit 124.

The device information acquisition unit 111 acquires HW configuration information, SW configuration information, and device-specific information from the customer terminals 210 of each customer environment 200 for a plurality of customer environments 200 connected to the network 300. As described above, the acquired information is given a customer code for identifying the customer environment 200 of the information source. Then, the device information acquisition unit 111 associates the acquired information with the customer code and stores it in the device information storage unit 112.

The device information storage unit 112 stores various information acquired by the device information acquisition unit 111. More specifically, the device information storage unit 112 stores the HW configuration information and SW configuration information of the customer terminal 210, and the device-specific information of the peripheral device 220 existing in the customer environment 200 in association with the customer code.

The device problem identification unit 113 acquires HW configuration information, SW configuration information, and device-specific information for each customer code from the device information storage unit 112. In addition, the device problem identification unit 113 evaluates the acquired information for each customer code and identifies the problem. Then, the device problem specifying unit 113 stores the specified problem and the customer code in the device problem storage unit 114 in association with each other.
In the following, the problem specified by the device problem specifying unit 113 may be referred to as a “device problem”.

The device task storage unit 114 stores the device task specified by the device task identification unit 113. More specifically, the device problem storage unit 114 stores the device problem specified for each customer code in association with the customer code.

The questionnaire response collecting unit 115 transmits information on the questionnaire screen to the customer terminal 210 based on the request from the customer terminal 210 of each customer environment 200 for the plurality of customer environments 200 connected to the network 300. In addition, the questionnaire response collection unit 115 collects answers to the questionnaire questions based on the input on the customer terminal 210. As described above, the collected answers are given the customer code of the responding customer. Then, the questionnaire response collecting unit 115 stores the collected answers and the customer code in the questionnaire response storage unit 116 in association with each other.

The questionnaire response storage unit 116 stores the answers acquired by the questionnaire response collection unit 115. More specifically, the questionnaire response storage unit 116 stores the answers to the questions of the questionnaire given to the customer in association with the customer code.

The questionnaire task identification unit 117 acquires the answers to the questionnaire questions given to the customer for each customer code from the questionnaire response storage unit 116. In addition, the questionnaire task identification unit 117 evaluates the acquired answers for each customer code and identifies the task. Then, the questionnaire task specifying unit 117 associates the specified task with the customer code and stores it in the questionnaire task storage unit 118.
In the following, the task specified by the questionnaire task specifying unit 117 may be referred to as a "questionnaire task".

The questionnaire task storage unit 118 stores the questionnaire task specified by the questionnaire task identification unit 117. More specifically, the questionnaire storage unit stores the questionnaire tasks specified for each customer code in association with the customer code.

The product designation reception unit 119 accepts the designation of the product.
Here, the product designation reception unit 119 receives the designation of the product by the operation of an operator such as a sales person. More specifically, the operator inputs information such as an identifier (hereinafter, referred to as "product code") and a product name for uniquely identifying the product. The product designation reception unit 119 accepts the designation of the product based on the input information.

The customer extraction unit 120 extracts a customer having a problem solved by the designated product (hereinafter, the problem solved by the product is simply referred to as a "solved problem").
Here, the customer extraction unit 120 acquires the solution problem of the designated product from the product information storage unit 121. Then, the customer extraction unit 120 extracts a customer having a solution problem of the designated product from a plurality of customers according to the problem specified for each customer code based on the device problem and the questionnaire problem. In other words, the customer extraction unit 120 has a plurality of customers according to a problem specified for each customer based on both the information stored in the device information storage unit 112 and the information of the answer stored in the questionnaire response storage unit 116. From the list, select customers who have a solution problem for the specified product.

Further, the customer extraction unit 120 extracts customers based on the extraction conditions related to the customer's issues. This extraction condition is defined by default (that is, the initial state) or specified by the operator, for example.
More specifically, as an extraction condition, for example, a condition of extracting a customer who has a solution problem of a designated product is defined as a common problem of a device problem and a questionnaire problem. In the case of this extraction condition, the customer extraction unit 120 extracts a customer who has a solution problem of the designated product from a plurality of customers as a common problem of the device problem and the questionnaire problem.
Further, as another extraction condition, for example, a condition of extracting a customer who has a solution problem of a designated product is defined as one of a device problem and a questionnaire problem. In the case of this extraction condition, the customer extraction unit 120 extracts a customer who has a solution problem of the designated product as one of the device problem and the questionnaire problem from the plurality of customers.

In the present embodiment, the problem of solving the designated product is used as an example of a predetermined problem. In addition, a customer who has a problem of solving a designated product is used as an example of a customer who satisfies a specific condition.

The product information storage unit 121 stores product information. More specifically, as product information, for example, information such as a product code, a product name, and a solution problem is stored for each product.

The customer information acquisition unit 122 acquires the customer information extracted by the customer extraction unit 120 from the customer information storage unit 123. The acquired customer information is displayed on the display of the display mechanism 106 under the control of the display control unit 124.

The customer information storage unit 123 stores customer information. More specifically, as customer information, for example, information such as a customer code, a customer name, a customer's address, and a person in charge of the customer is stored for each customer.

The display control unit 124 outputs data for displaying an image on the display of the display mechanism 106, and controls the display of the display. For example, the display control unit 124 displays a screen for accepting the designation of the product and a screen for presenting the customer information acquired by the customer information acquisition unit 122 on the display.

Then, each functional unit of the sales support terminal 100 is realized by the cooperation of software and hardware resources. Specifically, when the sales support terminal 100 is realized with the hardware configuration shown in FIG. 2, for example, the OS program or application program stored in the HDD 104 or the like is read into the RAM 103 and loaded into the CPU 101. By being executed, the device information acquisition unit 111, the device issue identification unit 113, the questionnaire response collection unit 115, the questionnaire issue identification unit 117, the product designation reception unit 119, the customer extraction unit 120, the customer information acquisition unit 122, and the display control unit. Each functional unit such as 124 is realized. Further, the device information storage unit 112, the device task storage unit 114, the questionnaire response storage unit 116, the questionnaire task storage unit 118, the product information storage unit 121, and the customer information storage unit 123 are realized by storage means such as HDD 104.

In the present embodiment, the device information acquisition unit 111 and the device information storage unit 112 are used as an example of the device information storage means. As an example of the answer storage means, the questionnaire response collection unit 115 and the questionnaire response storage unit 116 are used. As an example of the extraction means, the customer extraction unit 120 is used. As an example of the reception means, the product designation reception unit 119 is used.

<Customer terminal processing procedure>
Next, the processing procedure of the customer terminal 210 will be described. In the following, the processing step may be referred to as the symbol "S".

(Procedure for collecting HW configuration information and SW configuration information)
FIG. 5A is a flowchart showing an example of a processing procedure for collecting HW configuration information and SW configuration information. The process shown in FIG. 5A is performed, for example, periodically (for example, every few hours).

The own terminal information collecting unit 211 collects HW configuration information (S101). Next, the own terminal information collecting unit 211 collects SW configuration information (S102). Next, the own terminal information collecting unit 211 associates the collected HW configuration information and SW configuration information with the customer code (that is, the customer code of the customer environment 200 of the own terminal) and transmits it to the sales support terminal 100 (that is, the customer code of the own terminal 200). S103). Then, this processing flow ends.

In the above operation, the processing of S101 and the processing of S102 may be executed in any order.

(Procedure for collecting device-specific information)
FIG. 5B is a flowchart showing an example of a processing procedure for collecting device-specific information. The process shown in FIG. 5 (B) is performed, for example, periodically (for example, every few hours) in the same manner as the process shown in FIG. 5 (A).

The peripheral device information collecting unit 212 identifies the peripheral device 220 existing in the customer environment 200 in which the own terminal is provided (S201). Next, the peripheral device information collecting unit 212 collects information such as a host name and a model name from the specified peripheral device 220 (S202). Next, the peripheral device information collecting unit 212 identifies the device type of the peripheral device 220 based on the collected information (S203). Next, the peripheral device information collecting unit 212 requests the peripheral device 220 for the device-specific information corresponding to the specified device type, and collects the device-specific information from the peripheral device 220 (S204). Next, the peripheral device information collecting unit 212 associates the collected device-specific information with the customer code and transmits it to the sales support terminal 100 (S205). Then, this processing flow ends.

<Processing procedure for sales support terminals>
Next, the processing procedure of the sales support terminal 100 will be described. In the following, the processing step may be referred to as the symbol "S".

(Procedure for identifying equipment issues)
FIG. 6A is a flowchart showing an example of a processing procedure for identifying a device problem based on the information collected from the customer terminal 210.

The device information acquisition unit 111 acquires HW configuration information, SW configuration information, and device-specific information from the customer terminals 210 of each customer environment 200 for a plurality of customer environments 200 connected to the network 300 (S301). Here, the customer code of the customer environment 200 of the information source is assigned to each of the HW configuration information, the SW configuration information, and the device-specific information. Then, the device information acquisition unit 111 stores the acquired HW configuration information, SW configuration information, and device-specific information in the device information storage unit 112 in association with the customer code (S302).

Next, the device problem specifying unit 113 acquires HW configuration information, SW configuration information, and device-specific information for each customer code from the device information storage unit 112 (S303). Next, the device problem specifying unit 113 evaluates the HW configuration information, the SW configuration information, and the device-specific information for each customer code, and identifies the device problem (S304). Next, the device problem specifying unit 113 stores the specified device problem in the device problem storage unit 114 in association with the customer code (S305). Then, this processing flow ends.

The HW configuration information, SW configuration information, and device-specific information are not limited to the configuration that is collectively transmitted from the customer terminal 210. Therefore, in S301 and S302, when the device information acquisition unit 111 acquires at least a part of the HW configuration information, the SW configuration information, and the device-specific information from the customer terminal 210, the acquired information is used as the customer code. It may be stored in the device information storage unit 112 in association with each other.

(Procedure for identifying questionnaire tasks)
FIG. 6B is a flowchart showing an example of a processing procedure for identifying a questionnaire task based on the information collected from the customer terminal 210.

The questionnaire response collecting unit 115 transmits information on the questionnaire screen to the customer terminal 210 based on the request from the customer terminal 210 of each customer environment 200 for the plurality of customer environments 200 connected to the network 300 (S401). .. By transmitting the information on the questionnaire screen, the questionnaire screen is displayed on the customer terminal 210. Here, the customer inputs the answer to the question of the questionnaire.
Next, the questionnaire response collection unit 115 collects the answers to the questionnaire questions based on the input on the customer terminal 210 (S402). Next, the questionnaire response collecting unit 115 stores the collected answers in the questionnaire response storage unit 116 in association with the customer code (S403).

Next, the questionnaire task identification unit 117 acquires the answers to the questionnaire questions from the questionnaire response storage unit 116 for each customer code (S404). Next, the questionnaire task identification unit 117 identifies the questionnaire task from the acquired answers for each customer code (S405). Next, the questionnaire task specifying unit 117 stores the specified questionnaire task in the questionnaire task storage unit 118 in association with the customer code (S406). Then, this processing flow ends.

(Customer extraction procedure)
FIG. 7 is a flowchart showing an example of a processing procedure for extracting customers.

The product designation reception unit 119 accepts the designation of a product based on information such as a product code or a product name (S501). Next, the customer extraction unit 120 acquires a solution problem of the designated product from the product information storage unit 121 (S502). Next, the customer extraction unit 120 determines whether or not the extraction condition regarding the customer's problem is a condition of extracting the customer who has the solution problem of the designated product as a common problem of the device problem and the questionnaire problem. (S503).

When a positive judgment (YES) is made in S503, the customer extraction unit 120 extracts a customer who has a solution problem of the designated product from a plurality of customers as a common problem of the device problem and the questionnaire problem (S504). ).
On the other hand, when a negative judgment (NO) is made in S503, the customer extraction unit 120 selects a customer who has a solution problem of the designated product as one of the device problem and the questionnaire problem from among a plurality of customers. Extract (S505).

After S504 or S505, the customer information acquisition unit 122 acquires the customer information extracted by the customer extraction unit 120 from the customer information storage unit 123 (S506). Next, the display control unit 124 displays the acquired customer information on the display of the display mechanism 106 (S507). Then, this processing flow ends.

<Specific examples of processing of customer terminals and sales support terminals>
Next, a specific example of the processing of the customer terminal 210 and the sales support terminal 100 will be described with reference to FIGS. 8 to 22.
In this example, as the customer environment 200, there are a customer environment 200A to a customer environment 200C. Further, the customer in the customer environment 200A is the customer 001 (for example, the customer code "001"), and the customer environment 200A has three customer terminals 210A and two peripheral devices 220A. The customer of the customer environment 200B is the customer 002 (for example, the customer code "002"), and the customer environment 200B has three customer terminals 210B. The customer of the customer environment 200C is the customer 003 (for example, the customer code "003"), and the customer environment 200C has three customer terminals 210C.

(Example of processing for collecting HW configuration information and SW configuration information)
First, a process for collecting HW configuration information and SW configuration information will be described with specific examples. The steps shown below (that is, the symbol "S") correspond to each step in FIG. 5 (A).

The own terminal information collecting unit 211 collects HW configuration information from, for example, an OS command (for example, a system command) (S101).
FIG. 8 is a diagram for explaining a specific example of the process of collecting HW configuration information.
FIG. 8A shows the result of executing the “systeminfo” command of the Windows (registered trademark) OS on the customer terminal 210A of the customer 001. This execution result includes hardware information such as a host name, an OS, and a BIOS. For example, the host name is obtained from the item "host name", the OS information is obtained from the items "OS name" and "OS version", and the BIOS information is obtained from the item "BIOS version".

Further, FIG. 8B shows the result of executing the “fstil” command of the Windows (registered trademark) OS on the customer terminal 210A of the customer 001. This execution result includes hardware information such as the total number of free bytes. For example, the disk usage rate of the customer terminal 210A is calculated from the information of the items "total number of free bytes" and "total number of bytes".
Then, for example, as shown in FIG. 8C, as the HW configuration information of the customer terminal 210A of the customer 001, the host name "HOST-A", the OS "Windows 7", the disk usage rate "70%", and the BIOS date. "2016/05/07" will be collected.

Next, the own terminal information collecting unit 211 collects SW configuration information from, for example, the registry of the OS (S102).
FIG. 9 is a diagram for explaining a specific example of the process of collecting SW configuration information.
FIG. 9A shows an example of the information stored in the registry of the customer terminal 210A of the customer 001. The information in this registry includes information on software installed on the customer terminal 210A. For example, the software name is obtained from the item "DisplayName", and the software version is obtained from the item "DisplayVersion".
Then, for example, as shown in FIG. 9B, as the SW configuration information of the customer terminal 210A of the customer 001, the software installed in the customer terminal 210A has the software names "Software-1" and "Anti-Virus Software". -2 "," Software-3 ", versions" 1.0 "," 2.0 ", and" 3.0 ", respectively, are collected.

Next, the own terminal information collecting unit 211 associates the collected HW configuration information and SW configuration information with the customer code, and transmits the collected HW configuration information and the SW configuration information to the sales support terminal 100 (S103). For example, the own terminal information collecting unit 211 of the customer terminal 210A transmits the HW configuration information shown in FIG. 8C as the HW configuration information of the own terminal. Further, the SW configuration information shown in FIG. 9B is transmitted as the SW configuration information of the own terminal.
Further, since there are three customer terminals 210A in the customer environment 200A, the other two customer terminals 210A also transmit the HW configuration information and the SW configuration information of the own terminal in the same manner.
Further, the customer terminal 210B of the customer environment 200B and the customer terminal 210C of the customer environment 200C also transmit the HW configuration information and the SW configuration information of the own terminal in the same manner.

(Example of processing to collect device-specific information)
Next, a process for collecting device-specific information will be described with a specific example. The steps shown below (that is, the symbol "S") correspond to each step in FIG. 5 (B).

The peripheral device information collecting unit 212 identifies the peripheral device 220 existing in the customer environment 200 in which the own terminal is provided (S201). For example, the peripheral device information collecting unit 212 executes the Ping command in the customer environment 200 and lists the IP addresses (Internet Protocol addresses) that have responded. More specifically, for example, when the IP address of the own terminal is 172.27.146.4 and the subnet mask is 255.255.255.0, the peripheral device information collecting unit 212 has an IP address within the subnet (that is, , 172.27.146.1-1172.27.146.255), and execute the Ping command in a round-robin manner.
The IP address of the own terminal and the IP address of the customer terminal 210 other than the own terminal are excluded as the destination of the Ping command. That is, the IP address of the device in which the agent has been introduced is excluded.

In this example, when the peripheral device information collecting unit 212 of the customer terminal 210A of the customer environment 200A executes Ping, each of the two peripheral devices 220A existing in the customer environment 200A responds. As a result, 172.27.146.1 and 172.27.146.3 are listed as the IP addresses of the two peripheral devices 220A, respectively.

Next, the peripheral device information collecting unit 212 collects information such as a host name and a model name from the specified peripheral device 220 (S202). In this example, the host name and the model name are collected from each of the peripheral device 220A having the IP address "172.27.146.1" and the peripheral device 220A having the IP address "172.27.146.3". More specifically, for example, the host name and the model name are collected by using the protocol of SNMP (Simple Network Management Protocol).
FIG. 10A is a diagram showing an example of information collected from the peripheral device 220A. As shown in FIG. 10A, information on the host name and model name is collected from each peripheral device 220A.

Next, the peripheral device information collecting unit 212 identifies the device type of the peripheral device 220A based on the collected information (S203). For example, the peripheral device information collecting unit 212 collates the collected information with the device type determination table to specify the device type of the peripheral device 220A.
FIG. 10B is a diagram showing an example of a device type determination table. In the example shown in FIG. 10B, the model name and the device type are associated with each other. For example, in the case of the model name "model 1", it is indicated that the device type is "laser printer". In this example, as shown in FIG. 10A, the model names of the two peripheral devices 220A in the customer environment 200A are "model A" and "model X", respectively. Therefore, the device types corresponding to these model names are specified as "inverter printer" and "NAS".

Next, the peripheral device information collecting unit 212 requests the peripheral device 220A for the device-specific information corresponding to the specified device type, and collects the device-specific information from the peripheral device 220A (S204). For example, the peripheral device information collecting unit 212 refers to the device-specific information determination table and collects device-specific information corresponding to the device type.
FIG. 10C is a diagram showing an example of a device-specific information determination table. In the example shown in FIG. 10C, the device type and the device-specific information are associated with each other. For example, when the device type is "laser printer", it is shown that the device-specific information is "number of prints". In this example, the peripheral device information collecting unit 212 requests information on the "number of prints" from the peripheral device 220A whose device type is "inverter printer". In addition, the peripheral device 220A whose device type is "NAS" is requested to have "disk usage rate" information.

Next, the peripheral device information collecting unit 212 associates the collected device-specific information with the customer code and transmits it to the sales support terminal 100 (S205).
FIG. 10D is a diagram showing an example of device-specific information. In the example shown in FIG. 10D, the "customer code", "host name", "device type", and "device-specific information" are shown for the two peripheral devices 220A in the customer environment 200A. From the peripheral device 220A of the host name "Printer", 31240 printed sheets are collected as device-specific information. Further, 90% of the disk usage rate is collected as device-specific information from the peripheral device 220A having the host name "NAS". The peripheral device information collecting unit 212 associates these device-specific information with the customer code “001” and transmits the information to the sales support terminal 100.

When a plurality of customer terminals 210 exist in the customer environment 200, all of the plurality of customer terminals 210 transmit device-specific information. However, in this case, each customer terminal 210 duplicately transmits the device-specific information of the same peripheral device 220. Therefore, instead of all of the plurality of customer terminals 210 transmitting the device-specific information, a predetermined customer terminal 210 among the plurality of customer terminals 210 may transmit the device-specific information. For example, of the three customer terminals 210A existing in the customer environment 200A, a predetermined representative customer terminal 210A transmits device-specific information to the sales support terminal 100.

(Example of processing to identify equipment issues)
Next, a process for identifying a device problem will be described with a specific example. The steps shown below (that is, the symbol "S") correspond to each step in FIG. 6 (A).

The device information acquisition unit 111 acquires HW configuration information, SW configuration information, and device-specific information from the customer terminals 210 of each customer environment 200 for a plurality of customer environments 200 connected to the network 300 (S301).
FIG. 11 is a diagram showing an example of HW configuration information acquired from a plurality of customer environments 200. In the example shown in FIG. 11, the three customers of the customer environment 200A (that is, the customer environment 200 of the customer code "001") and the three customers of the customer environment 200B (that is, the customer environment 200 of the customer code "002"). HW configuration information is acquired for the three customer terminals 210C of the terminal 210B and the customer environment 200C (that is, the customer environment 200 of the customer code "003").

Further, FIG. 12 is a diagram showing an example of SW configuration information acquired from a plurality of customer environments 200. In the example shown in FIG. 12, SW configuration information is acquired for a total of nine customer terminals 210, as in the example shown in FIG.
Further, FIG. 13 is a diagram showing an example of device-specific information acquired from a plurality of customer environments 200. In this example, the customer environment 200A has the peripheral device 220, but the customer environment 200B and the customer environment 200C do not have the peripheral device 220. Therefore, device-specific information is acquired for the two peripheral devices 220A in the customer environment 200A.

Next, the device problem specifying unit 113 acquires HW configuration information, SW configuration information, and device-specific information for each customer code from the device information storage unit 112 (S303), and identifies the device problem (S304). For example, the device problem identification unit 113 identifies the device problem based on the device problem evaluation chart.
FIG. 14 is a diagram showing an example of an equipment problem evaluation chart. In the example shown in FIG. 14A, conditions for specifying equipment issues are defined for six viewpoints.

For example, from the viewpoint of "aging of the PC", the BIOS date of the HW configuration information is referred to. Then, if the period from the BIOS date to the present is less than 5 years, it is evaluated as "good". On the other hand, if the period from the BIOS date to the present is 5 years or more, it is evaluated as "bad", and the equipment problem of "decrease in business efficiency" is identified. In the HW configuration information shown in FIG. 11, the period from the BIOS date to the present is 5 years or more for "HOST-F" of the customer code "002". Therefore, "decrease in business efficiency" is specified as the device problem of the customer 002 of the customer code "002" (that is, the device problem of the customer environment 200B).

Further, for example, from the viewpoint of "disk usage rate", the disk usage rate of the HW configuration information is referred to. Then, if the disk usage rate is less than 80%, it is evaluated as "good". On the other hand, if the disk usage rate is 80% or more, it is evaluated as "bad", and the device problem of "impact on business continuity at the customer terminal" is specified. In the HW configuration information shown in FIG. 11, the disk usage rate is 90% for "HOST-C" of the customer code "001". Therefore, "impact on business continuity at the customer terminal" is specified as the device problem of the customer 001 of the customer code "001" (that is, the device problem of the customer environment 200A).

Further, for example, from the viewpoint of "OS version", the OS information of the HW configuration information is referred to. Then, the OS within the supported period is evaluated as "good". On the other hand, an OS outside the support period is evaluated as "bad", and a device problem called "OS security risk" is identified. Information on the OS outside the support period is managed as shown in FIG. 14 (B). In the HW configuration information shown in FIG. 11, the OS version of "HOST-G" of the customer code "003" is "Windows XP" outside the support period. Therefore, the "OS security risk" is specified as the device problem of the customer 003 of the customer code "003" (that is, the device problem of the customer environment 200C).

Further, for example, from the viewpoint of "antivirus", the software name of the SW configuration information is referred to. And if anti-virus software has already been installed, it will be evaluated as "good". On the other hand, if the anti-virus software is not installed, it is evaluated as "bad", and a device problem called "software security risk (hereinafter referred to as" SW security risk ")" is specified. The information of the anti-virus software is managed as shown in FIG. 14 (C). In the SW configuration information shown in FIG. 12, the customer code "001" is "HOST-B" and the customer code "003" is "HOST-I", and the anti-virus software is not installed. Therefore, as the device problem of the customer 001 of the customer code "001" (that is, the device problem of the customer environment 200A) and the device problem of the customer 003 of the customer code "003" (that is, the device problem of the customer environment 200C), "SW security". "Risk" is identified.

Further, for example, from the viewpoint of "invertical printer", the number of prints of device-specific information of the inkjet printer is referred to. Then, if the number of printed sheets is less than 30,000, it is evaluated as "good". On the other hand, if the number of printed sheets is 30,000 or more, it is evaluated as "bad", and the equipment problem of "printer cost reduction" is specified. In the device-specific information shown in FIG. 13, the number of prints of "Printer" of the customer code "001" is 31,240. Therefore, "printer cost reduction" is specified as the device problem of the customer 001 of the customer code "001" (that is, the device problem of the customer environment 200A).

Further, for example, from the viewpoint of "NAS", the disk usage rate of NAS device-specific information is referred to. Then, if the disk usage rate is less than 80%, it is evaluated as "good". On the other hand, if the disk usage rate is 80% or more, it is evaluated as "bad", and the device problem of "impact on business continuity in peripheral devices" is identified. According to the device-specific information shown in FIG. 13, the disk usage rate of "NAS" of the customer code "001" is 90%. Therefore, as the device problem of the customer 001 of the customer code "001" (that is, the device problem of the customer environment 200A), "impact on business continuity in peripheral devices" is specified.

Of the six viewpoints, the three viewpoints of "PC aged", "disk usage rate", and "OS version" are those of the customer terminal 210. Further, the viewpoint of "antivirus" is a viewpoint regarding the security of the customer environment 200. Further, the two viewpoints of "invertical printer" and "NAS" are viewpoints of the peripheral device 220.

In this way, when the device problem specifying unit 113 specifies the device problem for each customer code, the device problem specifying unit 113 associates the specified device problem with the customer code and stores it in the device problem storage unit 114 (S305).
FIG. 15 is a diagram showing an example of a device task stored in the device task storage unit 114. As described above, for customers 001 to 003, the identified device issues are stored in association with the customer code.

(Example of processing to identify the questionnaire task)
Next, the process of identifying the questionnaire task will be described with a specific example. The steps shown below (that is, the symbol "S") correspond to each step in FIG. 6B.

The questionnaire response collecting unit 115 transmits information on the questionnaire screen to the customer terminal 210 based on the request from the customer terminal 210 of each customer environment 200 for the plurality of customer environments 200 connected to the network 300 (S401). ..
FIG. 16A is a diagram showing an example of a questionnaire screen. As shown in FIG. 16A, the customer first inputs the customer code on the questionnaire screen. After entering the customer code and logging in, the survey questions will be displayed. In the example shown in FIG. 16A, six questions are displayed as questionnaire questions. Specifically, "PCs are aging", "There are PCs with high disk usage", "There are PCs using OS whose support period has expired", "PCs without anti-virus software installed" Six questions are displayed: "There is", "There are many prints per year", and "There is a NAS with a high disk usage rate". The customer may answer by selecting "Yes" or "No" in the answer column provided for each question.

Of the six questions, the three questions "PC is aging", "There is a PC with a high disk usage rate", and "There is a PC using an OS whose support period has expired" , A question about the customer terminal 210. The question "There is a PC on which anti-virus software has not been installed" is a question about the security of the customer environment 200. Furthermore, the two questions "the number of prints per year is large" and "there is a NAS with a high disk usage rate" are questions about the peripheral device 220.

When the input of the answer by the customer is completed, the questionnaire answer collecting unit 115 collects the answer to the question of the questionnaire (S402). In this example, the answers of customers 001 to 003 are collected. Next, the questionnaire response collecting unit 115 stores the collected answers in the questionnaire response storage unit 116 in association with the customer code (S403). FIG. 16B is a diagram showing an example of the answers stored in the questionnaire response storage unit 116. In the example shown in FIG. 16B, information on whether "Yes" or "No" is selected for the six questions is stored for each customer of customers 001 to 003.

Next, the questionnaire task identification unit 117 acquires an answer to the questionnaire question from the questionnaire response storage unit 116 for each customer code (S404), and identifies the questionnaire task (S405). For example, the questionnaire task identification unit 117 identifies the questionnaire task based on the questionnaire task evaluation chart.
FIG. 17 is a diagram showing an example of a questionnaire task evaluation chart. In the example shown in FIG. 17, questionnaire tasks corresponding to each of the six questions shown in FIG. 16 (A) are defined. For example, in response to the first question, "PC is aging," a questionnaire task, "decrease in work efficiency," is set. Then, in the answers of each customer shown in FIG. 17, in response to the question "PC is aging", customer 001 (that is, customer with customer code "001") and customer 002 (that is, customer code "002"). Customer) answered "yes". Therefore, as the questionnaire task of the customer 001 of the customer code "001" (that is, the questionnaire task of the customer environment 200A) and the questionnaire task of the customer 002 of the customer code "002" (that is, the questionnaire task of the customer environment 200B), "business efficiency". "Decrease" is identified.

By specifying the questionnaire task for each customer in this way, for example, as the questionnaire task of the customer 001 of the customer code "001" (that is, the questionnaire task of the customer environment 200A), "decrease in business efficiency" and "customer" "Impact on business continuity at terminals", "Reduction of printer costs", and "Impact on business continuity at peripheral devices" are identified. Further, for example, "decrease in business efficiency" is specified as a questionnaire task for customer 002 with customer code "002" (that is, a questionnaire task for customer environment 200B). Further, for example, "OS security risk" and "SW security risk" are specified as the questionnaire task of the customer 003 of the customer code "003" (that is, the questionnaire task of the customer environment 200C).

Then, when the questionnaire task identification unit 117 specifies the questionnaire task for each customer code, the identified questionnaire task is associated with the customer code and stored in the questionnaire task storage unit 118 (S406). FIG. 18 is a diagram showing an example of a questionnaire task stored in the questionnaire task storage unit 118. Questionnaire tasks are stored in association with the customer code for customers 001 to 003.

In the questionnaire task evaluation chart shown in FIG. 17, one questionnaire task is defined for one question, but the configuration is not limited to this. For example, one questionnaire task may be associated with a plurality of questions. More specifically, for example, a questionnaire task is set when all of the multiple questions are answered "yes", or a questionnaire task is set when the answer to one question is "yes" and the answer to the other question is "no". May be set. In addition, a plurality of questionnaire tasks may be set for one question.

(Example of processing to extract customers)
Next, the process of extracting customers will be described with specific examples. The steps shown below (that is, the symbol "S") correspond to each step in FIG. 7.

The product designation reception unit 119 accepts the designation of a product based on information such as a product code or a product name (S501). FIG. 19 is a diagram showing an example of a screen for accepting the designation of a product. On the screen shown in FIG. 19, a product is specified by inputting a product code or a product name. In this example, "Security Software-7" is input as the product name, and the designation of the product with this product name is accepted.
Here, on the screen shown in FIG. 19, information of either the product code or the product name may be input in order to specify the product. You may also enter both the product code and the product name. However, in the present embodiment, the information for designating the product may be any information, and is not limited to the product code and the product name.

Further, on the screen shown in FIG. 19, it is possible to select either "match" or "mismatch" for the task flag. This issue flag specifies the extraction conditions for the customer's issue.
In this example, when the "matching" item of the issue flag is selected, the condition that the customer who has the solution issue of the specified product is extracted as the common issue of the device issue and the questionnaire issue is set as the extraction condition. .. In addition, when the item "does not match" of the issue flag is selected, a condition is set as an extraction condition that a customer who has a solution issue of the specified product is extracted as one of the device issue and the questionnaire issue. ..
If neither "match" nor "mismatch" is selected on the screen shown in FIG. 19, an error may occur and the customer may not be extracted, which is determined by default. Customers may be extracted under the extraction conditions.

Next, the customer extraction unit 120 acquires a solution problem of the designated product from the product information storage unit 121 (S502). FIG. 20 is a diagram showing an example of information stored in the product information storage unit 121. In the example shown in FIG. 20, the product code, the product name, and the information of the problem to be solved are stored for each product. In this example, since the product with the product name "Security Software-7" is specified, the customer extraction unit 120 acquires "SW security risk" as a solution problem.

Next, the customer extraction unit 120 determines whether or not the extraction condition regarding the customer's problem is a condition of extracting the customer who has the solution problem of the designated product as a common problem of the device problem and the questionnaire problem. (S503). For example, as shown in FIG. 19, when the task flag “match” is selected, a positive determination (YES) is made in S503. On the other hand, when the task flag "does not match" is selected, a negative determination (NO) is made in S503.

When a positive judgment (YES) is made in S503, the customer extraction unit 120 sets the solution problem of the designated product (in this example, "" as a common problem of the device problem and the questionnaire problem from the customers 001 to 003. Customers with "SW security risk") are extracted (S504).
Here, as shown in FIG. 15, the customers who have the “SW security risk” in the equipment problem are customer 001 and customer 003. Further, as shown in FIG. 18, the customer who has "SW security risk" in the questionnaire task is customer 003. Therefore, the customer 003 is a customer who has "SW security risk" as a common problem of the device problem and the questionnaire problem. Therefore, the customer extraction unit 120 extracts the customer 003.

Next, the customer information acquisition unit 122 acquires the customer 003 information extracted by the customer extraction unit 120 from the customer information storage unit 123 (S506). FIG. 21 is a diagram showing an example of information stored in the customer information storage unit 123. In the example shown in FIG. 21, the customer code, the customer name, the address, and the information of the person in charge are stored for each customer. Since the customer 003 is extracted in this example, the customer information acquisition unit 122 acquires the customer name, address, and person in charge information of the customer 003.

Next, the display control unit 124 displays the acquired customer 003 information on the display of the display mechanism 106 (S507). FIG. 22 is a diagram showing an example of a screen of the extraction result of the customer. In the example shown in FIG. 22, information on the extraction result of the customer is additionally displayed on the screen shown in FIG. Specifically, as shown in FIG. 22A, as the information of the customer 003, the customer name, address, and information of the person in charge of the customer 003 are displayed.

Further, in the above-described example, the case where a positive judgment (YES) is made in S503 has been described, but when a negative judgment (NO) is made in S503, the customer extraction unit 120 is among the customers 001 to 003. From, a customer having a solution problem of a designated product (“SW security risk” in this example) is extracted as one of the device problem and the questionnaire problem (S505).

Here, as shown in FIG. 15, the customers who have the “SW security risk” in the equipment problem are customer 001 and customer 003. Further, as shown in FIG. 18, the customer who has "SW security risk" in the questionnaire task is customer 003. Therefore, the customer 001 is a customer who has a "SW security risk" as one of the device problem and the questionnaire problem. Therefore, the customer extraction unit 120 extracts the customer 001. Then, as shown in FIG. 22B, the display control unit 124 displays the customer name, address, and person in charge information of the customer 001 as the information of the customer 001.

Here, the customer extracted when the item of "matching" of the task flag is selected is a customer whose both the device task and the questionnaire task are solved by the designated product. That is, it is considered that the customer is identified as having a solution problem of the designated product by the device information collected from the customer environment 200, and the customer himself / herself is aware of the problem from the questionnaire result. Therefore, it is inferred that the customer is likely to purchase the designated product.

In addition, the customers extracted when the item of "mismatch" of the issue flag is selected are the customers whose device issue is solved by the designated product but the questionnaire issue is not solved, and the questionnaire issue is solved by the designated product. However, the equipment problem is not solved by the customer.
To explain further, in the case of a customer who can solve the device problem but not the questionnaire problem by the designated product, the customer who is identified as having the solution problem of the designated product by the device information collected from the customer environment 200. However, based on the results of the questionnaire, it is considered that the customer himself is not aware of the problem. Therefore, since the customer has a potential problem with the customer environment 200, it is presumed to be a customer who is likely to purchase the designated product.
Further, in the case of a customer whose questionnaire problem is solved by the designated product but the device problem is not solved, the customer is identified by the device information collected from the customer environment 200 as not having the solution problem of the designated product. From the results of the questionnaire, it is considered that the customer himself is aware of the problem. Therefore, for example, since the customer places more importance on the problem of solving the designated product, it is presumed to be a customer who is likely to purchase the designated product.
As described above, there are various situations in which a customer has a problem. For example, a sales person may sell to a customer by referring to the information on the customer's problem.

As described above, in the present embodiment, the sales support terminal 100 collects device information such as HW configuration information, SW configuration information, and device-specific information from the customer terminal 210, and answers to questions in the questionnaire. Then, the sales support terminal 100 identifies the device problem from the device information for each customer, specifies the questionnaire problem from the answer, and based on the specified device problem and the questionnaire problem, the designated product from a plurality of customers. Extract customers who have a solution problem.

<Modification example>
Next, a modified example of the present embodiment will be described.

(Example when there are multiple solutions to the specified product)
In the above-mentioned example, the case where there is one solution problem of the designated product has been described, but there may be a plurality of solution problems of the designated product. In this case, the customer who has at least one solution problem may be extracted, or the customer who has all of a plurality of solution problems may be extracted.
Further, a threshold value may be set for the number of problems to be solved, and customers who have the number of problems to be solved may be extracted.

For example, when the task flag "match" is selected, the customer extraction unit 120 extracts customers who have a solution problem of the designated product at least a threshold value as a common problem of the device problem and the questionnaire problem.
As an example, for example, the solution problem of the product "Security Software-10" is "decrease in business efficiency", "OS security risk", "SW security risk", and "impact on business continuity in peripheral devices". Let's do it. In this case, the threshold value is set to 2.
Here, as shown in FIGS. 15 and 18, the customer 003 has an “OS security risk” and a “SW security risk” as common issues of the device task and the questionnaire task. Therefore, the customer 003 has two of the four solutions of "Security Software-10" as a common problem of the device problem and the questionnaire problem. That is, the customer 003 has a solution problem of "Security Software-10" or more as a common problem of the device problem and the questionnaire problem. Therefore, when "Security Software-10" is specified and "match" of the task flag is selected, the customer extraction unit 120 extracts the customer 003.

Further, for example, when the problem flag "does not match" is selected, the customer extraction unit 120 extracts a customer who has a solution problem of the designated product at least a threshold value as one of the device problem and the questionnaire problem. ..
As in the above example, for example, the solution problem of "Security Software-10" is "decrease in business efficiency", "OS security risk", "SW security risk", "impact on business continuity in peripheral devices". There are four. In this case, the threshold value is set to 2.
Here, as shown in FIGS. 15 and 18, among the solutions to the “Security Software-10”, the customer 001 has “SW security risk” and “impact on business continuity in peripheral devices” as device issues. Has. On the other hand, as questionnaire tasks, there are "decrease in business efficiency" and "impact on business continuity in peripheral devices". Therefore, the “SW security risk” of the device task and the “decrease in business efficiency” of the questionnaire task are either the device task or the questionnaire task. In addition, "impact on business continuity with peripheral devices" is a common issue for device issues and questionnaire issues. Therefore, the customer 001 has two of the four solutions of "Security Software-10" as one of the device problem and the questionnaire problem. That is, the customer 001 has a solution problem of "Security Software-10" or more as one of the device problem and the questionnaire problem. Therefore, when "Security Software-10" is specified and "mismatch" of the task flag is selected, the customer extraction unit 120 extracts the customer 001.

In this example, as either the device task or the questionnaire task, both the task included only in the device task and the task included only in the questionnaire task were targeted, but the configuration is limited to such a configuration. Absent. For example, a customer who has a problem to be solved of a designated product at least a threshold value may be extracted by targeting a problem included only in the device problem. Further, for example, a customer who has a solution problem of a designated product at least a threshold value may be extracted by targeting a problem included only in a questionnaire problem.

(Other examples of issue flags)
When "Match" of the issue flag is selected, the customers to be extracted include a customer who has a solution problem of the specified product as a device problem and a customer who has a solution problem of the specified product as a questionnaire problem. .. Therefore, in addition to the item of "mismatch" or instead of the item of "mismatch", the selection of any one of "equipment task" and "questionnaire task" may be accepted.

For example, when the item of "equipment problem" is selected, an extraction condition is set to extract customers who have a solution problem of the designated product as the device problem. Then, when the item of "equipment problem" is selected, the customer extraction unit 120 extracts the customer who has the solution problem of the designated product as the problem included only in the device problem. Further, for example, when the item of "questionnaire task" is selected, an extraction condition is set as the questionnaire task, that is, the customer who has the solution problem of the designated product is extracted. Then, when the item of "questionnaire task" is selected, the customer extraction unit 120 extracts the customer who has the solution problem of the designated product as the problem included only in the questionnaire task.
More specifically, for example, when the solution problem of the designated product is "SW security risk", as shown in FIGS. 15 and 18, the customer 001 has "SW security risk" as a problem included only in the device problem. Is a customer with. Therefore, when the operator selects the "equipment task", the customer extraction unit 120 extracts the customer 001. On the other hand, when the operator selects the "questionnaire task", the customer 001 is not extracted.

(Other examples of solutions)
In the above example, the operator specifies a product and extracts customers who have a solution problem of the specified product. However, the present embodiment is not limited to the configuration in which the operator specifies the product. For example, the operator may directly specify the problem to be solved instead of specifying the product.

For example, the screen shown in FIG. 19 accepts the designation of the product code or the product name, but here, the designation of one or more tasks may be accepted. More specifically, an input field for the task is provided on the screen, and the operator inputs, for example, "decrease in business efficiency", "SW security risk", and the like. Further, for example, the task may be selected in a pull-down format. Then, when the operator specifies the task, the customer extraction unit 120 extracts the customer having the designated task according to the extraction conditions. Further, when the operator specifies a plurality of issues, customers who have issues equal to or greater than the threshold value may be extracted according to the extraction conditions.
Here, the task specified by the operator is used as an example of a predetermined task.

(Other variants)
In the above-mentioned example, the device problem and the questionnaire problem are specified for each customer, and the customer having a predetermined problem is extracted from a plurality of customers. However, the present embodiment is not limited to the configuration of extracting customers who have predetermined problems. The sales support terminal 100 according to the present embodiment uses both device information such as HW configuration information, SW configuration information, and device-specific information, and information of answers to questions, and uses specific conditions from among a plurality of customers. Any customer that meets the requirements may be extracted. For example, the sales support terminal 100 uses both device information such as HW configuration information, SW configuration information, and device-specific information, and response information to identify the configuration, features, and merits of the customer environment 200 for each customer. From a plurality of customers, customers who satisfy specific conditions regarding the configuration, features, advantages, and the like of the customer environment 200 may be extracted.

Further, in the present embodiment, a part of the functions of the sales support terminal 100 is realized by another device such as the customer terminal 210, and a part of the functions of the customer terminal 210 is realized by another device such as the sales support terminal 100. You may do it. For example, the product information storage unit 121 and the customer information storage unit 123 may be provided in another device, and the sales support terminal 100 may acquire product information and customer information from the other device.

Further, the program that realizes the embodiment of the present invention can be provided not only by communication means but also by storing it in a recording medium such as a CD-ROM.

Although various embodiments and modifications have been described above, it is of course possible to combine these embodiments and modifications.
Further, the present disclosure is not limited to the above-described embodiment, and can be implemented in various forms without departing from the gist of the present disclosure.

100 ... Sales support terminal, 111 ... Equipment information acquisition unit, 112 ... Equipment information storage unit, 113 ... Equipment problem identification unit, 114 ... Equipment problem storage unit, 115 ... Questionnaire response collection unit, 116 ... Questionnaire response storage unit 117 ... Questionnaire task identification unit, 118 ... Questionnaire task storage unit, 119 ... Product designation reception unit, 120 ... Customer extraction unit, 121 ... Product information storage unit, 122 ... Customer information acquisition unit, 123 ... Customer information storage unit, 124 ... Display control Department, 200 ... Customer environment, 210 ... Customer terminal, 211 ... Own terminal information collection unit, 212 ... Peripheral device information collection unit, 213 ... Questionnaire input reception unit, 214 ... Display control unit, 220 ... Peripheral equipment

Claims (11)

A device information storage means for acquiring and storing device information of devices in the network environment of each customer for each customer for a plurality of customers.
An answer storage means for collecting and storing answers to questions asked to the customer regarding the network environment for each customer.
It is provided with an extraction means for extracting the customer who has a predetermined problem from the plurality of customers by the problem specified for each customer based on the stored information of both the device information and the answer. Information processing system. The information processing system according to claim 1, wherein the extraction means extracts a customer having the predetermined problem as a common problem specified from the device information and the respective information of the answer. .. When there are a plurality of the predetermined problems, the extraction means extracts a customer who has the predetermined problem or more as a common problem specified from the device information and the respective information of the answer. The information processing system according to claim 2, wherein the information processing system is characterized by the above. The information processing system according to claim 1, wherein the extraction means extracts a customer having the predetermined problem as a problem specified from the information of either the device information or the answer. .. When there are a plurality of the predetermined problems, the extraction means extracts a customer who has the predetermined problem or more as a problem specified from the device information and the information of either one of the answers. The information processing system according to claim 4, wherein the information processing system is characterized by the above. The information processing system according to claim 1, wherein the predetermined problem is a problem solved by a product designated by an operator. As a common problem specified from each of the device information and the answer, the process of extracting a customer having the predetermined problem and the information of either the device information or the answer are specified. The information processing system according to claim 1, further comprising a reception means for accepting a selection of which process is to be executed, that is, a process of extracting a customer having the predetermined problem. The reception means has the processing of extracting a customer having the predetermined problem as a problem specified from the device information and the answer as a problem specified from the device information. Accepting the choice of which process to execute, the process of extracting customers with a predetermined problem or the process of extracting customers with the predetermined problem as a problem specified from the answer. The information processing system according to claim 7, which is characterized. A device information storage means for acquiring and storing device information of devices in the network environment of each customer for each customer for a plurality of customers.
An answer storage means for collecting and storing answers to questions asked to the customer regarding the network environment for each customer.
An information processing system including an extraction means for extracting a customer who satisfies a specific condition from the plurality of customers based on the device information stored for each customer and the answer. On the computer
For multiple customers, a function to acquire device information of devices in the network environment of each customer and store it in the storage unit for each customer.
A function of collecting answers to questions asked to the customer regarding the network environment for each customer and storing them in a storage unit.
A function of extracting a customer having a predetermined problem from a plurality of customers is realized by a problem specified for each customer based on both the stored device information and the answer information. Program for. On the computer
For multiple customers, a function to acquire device information of devices in the network environment of each customer and store it in the storage unit for each customer.
A function of collecting answers to questions asked to the customer regarding the network environment for each customer and storing them in a storage unit.
A program for realizing a function of extracting a customer who satisfies a specific condition from a plurality of customers based on the device information stored for each customer and the answer.