KR101130414B1 - the interconnection method of both caller identification system in customer relationship management system and web profile service system and the system thereof - Google Patents

Abstract

The present invention relates to a method and system for linking an online profile service to a caller identification display (CID) terminal and a customer relationship management (CRM) system of a smartphone.
A communication system comprising a wired or wireless communication terminal and a central information processing server, the communication system comprising: registering profile information by a caller in a specified web service; Connecting from the receiving terminal to the central information processing server through the caller's information; Generating, by the central information processing server, a web address of a registered sender through the sender's profile information; Transmitting the generated sender's web address to the receiver's receiving terminal; It provides a customer relationship management (CRM) system and a method of interworking a caller display system and a web profile service system using the same, characterized in that the web address is generated in the received receiving terminal and the caller information is displayed. Done.

Description

The interconnection method of both caller identification system in customer relationship management system and web profile service system and the system approximately}

The present invention relates to a method and system for linking an online profile service to a caller identification display (CID) terminal and a customer relationship management (CRM) system of a smartphone.

In 2001, a caller ID (CID) service was provided in Korea. Through this CID, the receiver can know the caller's telephone number, so that the incoming telephone number can be checked. When the call is inherent, the receiver can know the other party by looking at the caller's number. Through such services, there is convenience in work by increasing customer satisfaction and maximizing the connection and intimacy with the caller by building and utilizing the Customer Relationship Management (CRM) system.

The conventional CRM (Customer Relationship Management, CRM) system is realized in software and is being developed to enhance the convenience of a company that wants to strengthen customer relations including call center functions.

However, the conventional CRM system displays only the previously registered customer information on the display device, which causes inconvenience and time wasted to re-enter new customer information.

In addition, the conventional system using a Calling Identification Display (CID) shows only information about registered customers, and thus lacks information on new customers, which is inconvenient for sales, ace and delivery personnel to use. Satisfaction and sales profits will have a significant impact on creation.

As described above, the CRM system using the conventional caller display device can display only registered member information, which makes it impossible to confirm the caller for an unregistered customer.

The present invention is to solve the above problems, to provide an information service on the past or present web server to the CRM system implemented in software, when the wired or wireless telephone call is made on the caller's online or offline It aims to make the recipient aware of useful information and ultimately to provide human or customer relations strengthening functions.

In order to solve the above problems,

In a communication system for providing caller information comprising a wired or wireless communication terminal, a central information processing server,

Registering the profile information by the caller in the specified web service; Connecting from the receiving terminal to the central information processing server through the caller's information; Generating, by the central information processing server, a web address of a registered sender through the sender's profile information; Transmitting the generated sender's web address to the receiver's receiving terminal; Provides a CRM (Customer Relationship Management, CRM) system, including the process of displaying the caller's information is generated by the web address is received in the receiving terminal.

The present invention is combined with a public profile service provided by a web server and a CRM (Customer Relationship Management, CRM) system enables efficient customer service through a personal computer and a smartphone.

In addition, the present invention has the effect that the personal information file of the sender or receiver is automatically updated and processed in the central information processing server of the present invention to provide effective customer management and service.

In addition, the present invention is to display the personal information of the sender or receiver automatically updated in the communication terminal of the sender or receiver to provide a more effective customer service and service.

In addition, the present invention is able to manage the information of the customer, the request of the customer, etc. without having to be directly connected to the central information processing server by automatically processing the database of the sender or receiver personal information files in the sender or receiver communication terminal Provide customer care and service.

1 is a structural diagram of an online profile service system according to an embodiment of the present invention.
2 is a flowchart of an online profile service system, which is an embodiment of the invention.
Figure 3 is a caller display state picture displayed on the smart phone in the online profile service system of an embodiment of the present invention.
Figure 4 is a picture showing a caller profile view and modification in the smart phone of the online profile service system of an embodiment of the present invention.
Figure 5 is a picture showing a ripple running in the smart phone of the online profile service system of an embodiment of the present invention.
Figure 6 is a picture showing a caller profile view in the smart phone of the online profile service system of an embodiment of the present invention.

Hereinafter, the present invention will be described in detail.

The present invention constitutes a communication system including a wired or wireless communication terminal and a central information processing server.

The wired or wireless communication terminal refers to a communication terminal having a concept that includes a wired telephone, a wireless telephone, a mobile phone, a PDA, an iPhone, a smart phone, and the like.

The central information processing server refers to a system that is driven online or offline, and has a database and a system (or apparatus) for processing certain information and for driving an information processing program. Such a central information processing server is a concept that includes not only a server running on a normal Internet or an intranet, but also a small networked system and a personal computer.

Therefore, the central information processing server is set so that a program for holding the personal information of the sender or the recipient to be performed and causing the personal information to be newly updated is operated.

In general, the central information processing server generally refers to computer hardware on which a server program is running, and also refers to a computer program that provides services to other programs. The central information processing server monitors and controls the entire network such as printer control and file management, connects to other networks via the mainframe or public network, software resources such as data, programs, files, modems, fax printers, and other hardware. It can also help to share resources.

In addition, the central information processing server provides a service at the request of a user (client). The system configured as described above is called a client / server system, which means a distributed processing type in which one or more application programs are operated in a cooperative environment. In other words, the client / server system is a processing method that obtains the desired result desired by the user through the cooperative work between the client requesting the service and the server processing the client's request.

In the case of a small LAN with 5 to 20 clients, one central information processing server can handle all the services, but in the case of a large LAN, several central information processing servers should be arranged. In this regard, the printer control is divided into the printer server, the Internet, and the like.

The central information processing server of the present invention is a special form of a computer that discloses the information contained in its own hard disk to the outside. In general, online information is managed by a central information processing server, and general users use their computers (clients) to access a central information processing server and use information provided by the server. However, the present invention is a system in which the sender or receiver (users) can be connected to the central information processing server not only through their computer but also via a wired / wireless communication device.

In addition, the computer program operating the central information processing server of the present invention means any program having central information processing capability created in various computer program languages. The program operated by the central information processing server of the present invention is usually called CRM (Customer Relationship Management) software.

In the customer relationship management (CRM) system of the present invention, a process of registering a user's personal information with a specified web server is performed. As described above, the process of registering one's personal information adopts a method of registering and directly inputting personal information by connecting to a wired and wireless information communication network. The personal information thus registered is stored in the central information processing server, and processed and processed by the CRM software operated in the central information processing server.

CRM software is a computer program that classifies, analyzes, processes or processes the personal information entered into the central information processing server, which will be described later, and may be created in any computer program language. The CRM software of the present invention includes an algorithm in which CRM software is activated while being automatically linked to the central information processing server when the sender or receiver specific information is input to the wired / wireless communication terminal.

The central information processing server includes an access unit for accessing the Internet, an interface unit for outputting the input contents to the corresponding device, and an internet protocol unit, as well as operating each device so that the corresponding device processes the input contents through the interface unit and transmits hypertext. According to the agreement, a main server for transmitting data requested by a browser of a consumer or a member terminal to each terminal, a plurality of terminals, and a mail server responsible for sending and receiving mail between the servers.

In addition, the central information processing server further includes a database (DB) management unit and a program selection execution unit. The program selection execution unit is connected to the main server and the database management unit, respectively, to execute the CRM software operated while exchanging data with them. it means.

The present invention is a mail sending program, a customer management program, a member verification program, a text message based on a program for generating and sending a web page of a sender or a recipient based on a function of a common gateway interface (CGI) or a professional hypertext page tool (PHP). Transmission program, DM label output program, communication terminal data upload program, communication terminal data download program, mobile terminal profit distribution program, mobile terminal code giving program, Internet phone call program, membership management program can be provided, the central information processing server Select and execute the program according to the instruction from.

In addition, the central information processing server may be connected to an electronic payment server of a financial institution, a text message server of a mobile communication company, an Internet phone server of an internet phone company, or a delivery server of a parcel delivery company through an online (internet or intranet). When the corresponding program is run by the program selection execution unit, the necessary data can be supplied through the DB management unit to perform each electronic payment function, mobile phone text transmission function, internet phone call function and goods delivery function by the sender or receiver. It can be configured to be.

This additional configuration of the present invention allows the function of the service to the customer to be extended through the communication terminal of the sender or receiver. For example, when the sender's request message (purchase request, goods delivery request, deposit request, etc.) is displayed through the receiver's communication terminal, the electronic payment, goods delivery, etc. command described above is sent to the central information processing server through the receiver's communication terminal. You can do it by sending it.

According to the present invention, when specific information of a sender or a receiver (eg, a caller or receiver's telephone number key) is transmitted to a central information processing server by communication or input, the CRM software is activated and at the same time, the CRM software is a sender or receiver. Will generate a personal information display document that displays the personal information of. The generated personal information display document may be variously generated in a form that can be displayed, that is, a web address or an active window of a specific individual.

In the present invention, in order to transmit specific information of the sender or the receiver to the central information processing server, the sender or receiver must be able to access the communication terminal and the central information processing server. The connection method may be the same as a conventional wired wireless Internet connection system that allows a connection when a specific signal is transmitted to the central information processing server. In addition, a wired communication terminal is always connected to the Internet or an intranet, and a wireless LAN (Wireless LAN) can also be used. The difference in the connection method is related to the information transmission speed, but the technology is gradually developed faster in recent years, so there is no problem about the transmission speed.

The personal information display document thus generated is transmitted to the wired / wireless communication terminal through the wired / wireless communication network.

The personal information display document transmitted to the wired / wireless communication terminal is automatically displayed in the operating system of the wired / wireless communication terminal. The personal information display document displayed on the wired / wireless communication terminal may be implemented in the form of a web page or an active window. This is possible because the central information processing server CRM software transmits the personal information display document as an HTML document to another operating system of the wired / wireless communication terminal, and in the future, if a more advanced document is developed, the transmission speed may be faster. It can be clearly predicted that it can be implemented well.

As described above, the personal information display document transmitted to the communication terminal is automatically stored in the wired or wireless communication terminal of the sender or receiver, thereby establishing a personal information database. By establishing an automatic personal information database of the sender or receiver's wired / communication terminal, the receiver's information (eg, personal identification information such as a phone number or name) is entered into the communication terminal for later communication by the sender or the receiver's communication. When the sender's personal information (for example, personal identification information such as a phone number or name) is input to the terminal, the personal information display document is first displayed on the screen in the personal information database of the sender or receiver's wire / wireless communication terminal. Through this function, the information is delivered to the central information processing server so that the personal information can be read even before the CRM software is operated. As the specific information of the sender is transmitted to the central information processing server as described above, the central information processing server transmits the personal information display file. The personal information display file transmitted from the central information processing server is displayed on the receiver's communication terminal, and the personal information display file thus displayed is automatically updated on the receiver's communication terminal.

In addition, the present invention can automatically transmit the personal information of a specific person (the person designated by the sender or the receiver) to the communication terminal of the sender or the receiver at a predetermined time or period in the central information processing server. The personal information transmitted may be formed in various file formats such as email, web address, text, and the like. And the personal information of the specific person transmitted automatically may be automatically updated in the terminal of the sender or the receiver. As described above, the method of designating a specific person may be performed by a sender or a receiver designating a certain sender or receiver through the CRM software of the central information processing server.

In addition, the sender or the receiver may modify the personal information file by writing comments or forwarding information about the personal information file transmitted to the communication terminal of the sender or the receiver. The modified file is automatically stored in the communication terminal and made into a database as well as automatically transmitted to the central information processing server and built in the database of the central information processing server. Nevertheless, if the recipient or the sender does not allow modification of his or her personal information file, the lock may be locked to prohibit the modification.

Hereinafter, an online profile service system method with a caller display device in a CRM (Customer Relationship Management) system according to an embodiment of the present invention will be described in detail.

1 relates to an online profile service system. As shown in FIG. 1, when a call is received from a landline telephone terminal, a telephone number is received from a CID terminal. Download the personal profile data from the virtual Internet web server ( Central Information Processing Server in the present invention ) via the telephone number key value through the input telephone number, and check the personal information file of the other party before answering the call. . At this time, the web address inputted from the counterpart virtual web server is composed of a combination of the address of the received telephone number. At this time, the combination of the input addresses can be used in the form of various types of addresses as follows.

Yes)

http://www.enu-tech.com/search.php?page=myprofile&key=010_4100_5867

http://010_4100-5867.enu-tech.co.kr

http://www.enu-tech.co.kr/010_4100_5867.htm

FIG. 6 shows that the profile information of the other party is confirmed by connecting to the web profile of the personal computer version through the telephone information received from the personal computer.

In the present invention, the existing government offices and organizations can utilize the CRM system using a telephone number as a way to increase work efficiency in a situation where an ERP system and an in-house web system are already established.

In the case of a wireless smartphone (meaning a multi-function communication terminal covering the iPhone, etc.), the user's profile is downloaded from the profile web server (meaning the central information processing server) through the telephone number input to the receiver in the same manner as above. . In this case, unlike the web page information for the personal computer, it is possible to download data for a smart phone (a separate page of a small capacity) and to support the content to be downloaded quickly when a call is received.

As shown in the above embodiment, in a communication system for providing caller information including a wired or wireless communication terminal, having a component of an in-house groupware or an enterprise resource planning (ERP) system and connected to a wired or wireless communication terminal A process of inputting the caller's information through the CID terminal, forming a caller's personal information file in the central information processing server based on the input caller's information, and displaying the caller's personal information file on the wired or wireless terminal. It is to provide a CRM (Customer Relationship Management, CRM) system characterized in that it comprises.

Figure 2 is a flow chart of a case of receiving a call from a caller. When a call comes in the call waiting mode, it operates in CRM mode and detects the calling party number. Personal profile information can be downloaded from the web server to the receiver terminal through the detected caller's phone number. If the customer has already been saved through the CRM software, the information in the terminal's internal DB (if the information is updated) is updated. Display on the terminal screen together. After the call is over, additional memo or registration information is modified and updated.

In more detail, in the case of the wireless smart phone, as shown in FIG. 3, the caller's phone number appears on the receiver's communication terminal upon reception, and the web profile information is linked through the caller's phone number. Member's personal information is displayed. In addition, the sender's personal information is automatically stored in the receiver's communication terminal, allowing the user to build his own database.

After the end of the phone call, as shown in Figure 4, the call history list is also displayed, and the individual's information is accessible through the call history list and the member information is updated (updated) through the CRM modification mode. When the modified personal information is displayed again on the receiver's communication terminal, the sender's personal information is automatically updated to build a database on its own.

In addition, you can access the profile website through the profile view, and you can register a simple ripple. For example, as shown in FIG. 5, when a sender or a receiver accesses his or her profile site, a post to be shared can be posted. When a village is formed in advance, a third party can also write a comment. It can enjoy all forms of sharing using other accessible websites.

Therefore, the sender's personal information file displayed on the wired or wireless terminal as described above is automatically stored in the wired or wireless terminal and automatically updated, and can optionally modify the customer information, the modified customer information is in-house groupware or ERP ( It will provide a Customer Relationship Management (CRM) system that can be automatically updated and stored in the central information processing server of the Enterprise Resource Planning system.

Since the above embodiment shows one embodiment of the technical idea of the present invention, the technical idea of the present invention is not reduced.

As such, efficient customer management and customer response are enabled through the wired / wireless CRM system according to the present invention.

CRM (Customer Relationship Management, CRM) system according to the present invention is applicable to all systems that need customer management in all industries.

In addition, it is possible to build a profile system by applying the present invention to public offices, large enterprises, and research institutes that utilize in-house groupware and ERP systems. Since the personal profile is in the company network, it is possible to increase work efficiency without being disclosed to the outside network. Also, a web server is established for members who want to do general business and users who want to promote themselves. It is possible to construct a system that can develop CRM application of connected CID terminal and smart phone.

Claims (6)

In the profile service providing method using a communication system comprising a wired or wireless communication terminal, a central information processing server,
A process in which a telephone number is received from a receiving terminal to a central information processing server through information of a caller;
Generating the sender's personal information file in the central information processing server by the sender's information;
The process of transmitting the created sender's personal information file to the receiver's receiving terminal,
The personal information file is created in the receiving terminal, and the sender's information is displayed.
The central information processing server comprises a process for transmitting the personal information file to the sender or the receiver terminal at a predetermined time or period provided with a mail server.
In the profile service providing method using a communication system comprising a wired or wireless communication terminal, a central information processing server,
When the caller enters the recipient's phone number, the recipient phone number is sent to the central information processing server.
The process of creating the receiver's personal information file in the central information processing server by the transmitted receiver's telephone number,
The process of transmitting the created personal information file of the receiver to the sender's communication terminal and the process of displaying the receiver's personal information file on the sender's communication terminal,
The central information processing server includes a process of transmitting a personal information file to a sender or a receiver terminal at a predetermined time or period by providing a mail server.
The method according to claim 1 or 2,
And a process of performing an electronic payment function, a mobile phone text transmission function, an internet phone call function, or a goods delivery function by a program selection execution unit of the central information processing server.
The method according to claim 1 or 2,
A process in which the personal information file of the sender or the receiver created on the terminal of the sender or the receiver is constructed as a personal information database on the terminal of the sender or the receiver,
And when the information of the sender or the receiver is input to the terminal of the sender or the receiver, the personal information file is displayed on the terminal of the sender or the receiver in the personal information database.
In the CRM (Customer Relationship Management) system that provides the information of the sender or receiver configured including a wired or wireless communication terminal,
A terminal of a sender and a receiver, a central information processing server, and a CID terminal connected to any one or more of the terminals,
When the caller's telephone number is input to the CID terminal, the central information processing server linked with the CID terminal generates the sender's personal information file, and the generated sender's personal information file is transmitted to the terminal for display.
The central information processing server has a database manager and a program selection execution unit,
The central information processing server is connected to an electronic payment server, a mobile phone text transmission server, an Internet phone server or a goods delivery server of a financial institution,
CRM (Customer Relationship Management) system, characterized in that consisting of a configuration for performing the electronic payment function, mobile phone text transfer function, Internet phone call function or goods delivery function by the program selection execution unit.
The method of claim 5,
The personal information file of the sender or receiver displayed on the terminal of the sender or receiver is automatically built a personal information database on the terminal,
CRM (Customer Relationship Management) system characterized in that when the information of the sender or receiver is input to the terminal of the sender or the receiver, the personal information file is displayed on the terminal of the sender or receiver in the personal information database.

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