WO2004095331A1 - Client schedule information management system - Google Patents

Abstract

In a client schedule information management system, client schedule information storage means (15) stores a plurality of types of client schedule information (a client visits the store, a staff visits the client) input from client schedule information input means (16), and client scheduling means (24) automatically creates a client schedule by selecting only the client schedule information on a predetermined type on a predetermined date from the client schedule information stored in the client schedule information storage means (15). Thus, it is possible to distribute a user-friendly client schedule to a staff not requiring manual operation for extracting the client schedule information on a predetermined date or client schedule information on a predetermined type from various client schedule information, thereby improving the job efficiency.

Description

 Description Customer schedule information management system

Field of the invention

 The present invention relates to a customer information management system for a sales staff to manage schedule information with a customer.

Background art

 The day when a predetermined number of days have passed since the customer arrived at the beauty salon is estimated as the expected date of the next visit of the customer to the store, and a direct mail is sent to the corresponding customer according to that date to determine the customer's repeat rate. When a customer makes an appointment to visit the store, enter the name of the person in charge of the beauty salon, the appointment time, and the details of the reserved treatment (cut, perm, straight perm, color, esthetic, set, etc.) Japanese Patent Application Laid-Open Publication No. H11-163,086 discloses a method for displaying the reservation information on that day by displaying it on the reservation information detail screen.

 [Patent Document]

 Japanese Unexamined Patent Publication No.

 By the way, in the conventional method described above, the expected date of a customer's next visit to a store is estimated based on general treatment intervals, so the reliability of the expected visit to the store is low because the treatment intervals vary from customer to customer, and Scheduling direct mail based on day may not be effective enough. In addition, many types of treatments (cut, perm, straight perm, color, esthetic, set, etc.) are displayed simultaneously on the reservation information details screen of the computer terminal. There was a problem that was bad.

Disclosure of the invention

 The present invention has been made in view of the above-mentioned circumstances, and has as its object to automatically create a customer schedule including predetermined types of customer schedule information on a predetermined day.

To achieve the above object, according to a first feature of the present invention, customer schedule information input means for inputting a plurality of types of customer schedule information; Customer schedule information storage means for storing the customer schedule information stored therein, and a customer for preparing a customer schedule by selecting a predetermined type of customer schedule information on a predetermined date from the customer schedule information stored in the customer schedule information storage means. There is proposed a customer schedule information management system characterized by comprising scheduling means.

 According to the above configuration, the customer schedule information storage means stores a plurality of types of customer schedule information input from the customer schedule information input means, and the customer scheduling means stores the customer schedule information stored in the customer schedule information storage means. Since the customer schedule is automatically created by selecting only the predetermined type of customer schedule information on the predetermined day from the information, the customer schedule information on the predetermined day is manually extracted from the plurality of types of customer schedule information. It is possible to improve the work efficiency by distributing a convenient customer schedule to staff without manually extracting the predetermined type of customer schedule information. In addition, all staff members share information, which improves office efficiency and customer satisfaction.

 According to a second feature of the present invention, in addition to the first feature, the predetermined-type customer schedule information includes at least customer visit information, and a customer schedule information management system is proposed. Is done.

 According to the above configuration, since the customer schedule including at least the customer visit information is created, the customer visit schedule can be grasped reliably.

 According to the third aspect of the present invention, in addition to the first aspect, a staff member setting means for setting a staff member for the customer, and a staff member for the customer set by the staff member setting means And a staff personal schedule creation means for creating a personal schedule of the staff member stored in the staff member storage means.The staff personal schedule creation means is created by the customer scheduling means. A customer schedule information management system is proposed, in which a personal schedule of the staff in charge is created by automatically reflecting the customer schedule thus created.

According to the above configuration, when the staff personal schedule creation means creates the staff personal schedule stored in the staff staff storage means set by the staff staff setting means, the customer schedule created by the customer scheduling means is created. Self Since the information is dynamically reflected, the customer schedule information included in the customer schedule can be reliably incorporated into the personal schedule of the responsible staff, and scheduling errors can be reliably prevented. In addition, the contact information of other staff can be referred to when creating a personal schedule, which enables more accurate scheduling.

 According to the fourth feature of the present invention, in addition to the first feature, at least a history input unit for inputting a history of an interview with the customer, and a customer history storage for storing a history input from the history input unit And a follow-up staff setting means for automatically setting a follower staff in place of the customer's main staff based on the correspondence history with the customer stored in the customer history storage means. A customer schedule information management system characterized by this is proposed.

 According to the above configuration, the follow staff setting means automatically sets the follow staff in place of the main staff member of the customer based on the correspondence history with the customer input from the history input means and stored in the customer history storage means. Therefore, even if the main staff is absent, it is possible to set up follow staff who are acquainted with the customer even if the main staff is not available, and to enable smooth communication between the customer and the follow-up staff to increase customer satisfaction. it can.

BRIEF DESCRIPTION OF THE FIGURES

 1 to 11 show an embodiment of the present invention, FIG. 1 is a block diagram of a customer schedule information management system, FIG. 2 is a diagram showing information stored in customer information storage means, and FIG. Fig. 4 shows the storage information of the customer schedule information storage means, Fig. 5 shows the storage information of the customer history storage means, and Fig. 6 shows the information stored by the customer scheduling means. Fig. 7 shows the schedule, Fig. 7 shows the schedule created by the staff personal schedule creation means, Fig. 8 shows the contents of the e-mail received by the e-mail receiving means, Fig. 9 shows the information stored in the work request information storage means FIG. 10 is a diagram showing input items by the customer schedule information input means, and FIG. 11 is a diagram for explaining a method of setting follow staff.

BEST MODE FOR CARRYING OUT THE INVENTION

Hereinafter, embodiments of the present invention will be described based on embodiments of the present invention shown in the accompanying drawings. 1 to 11 show one embodiment of the present invention.

 As shown in FIG. 1, a customer information management system used in a car dealership or the like includes customer information storage means 11 for storing various information on all customers of the dealer. Figure 2 shows a screen displaying the customer information of one of the customers, Mr. Suzuki, on the monitor of the computer terminal 12. The customer information includes a picture of Suzuki, his name, address, landline number, mobile phone. The number, the name of the staff in charge of the sales company, and the e-mail address are included.

 Owned product information storage means 13 is connected to customer information storage means 11. Figure 3 shows a screen displaying the product information of Mr. Suzuki on the monitor of the computer terminal 12.The product information includes the model name, registration number, body color, type, frame number, and the first year registration. Includes information on the date, next inspection day, distinction between new and used vehicles, and information on voluntary health.

 The customer search means 14 retrieves information relating to a specific customer from the stored contents of the customer information storage means 11 and the possessed product information storage means 13 by unifying the name, address, telephone number, etc. of the customer. And display it on the monitor of the computer terminal 12.

 The customer schedule information storage means 15 receives customer schedule information from the customer schedule information input means 16. Figure 10 shows the contents of the customer schedule information input means 16. In the case of a business negotiation with a customer, the date, time, method (visit, visit, telephone, etc.) of the interview, contents, details thereof, Customer name, vehicle type, registration number, staff in charge, reception staff (requester), reception date, and reception time are entered.

 Figure 4 shows a screen displaying the customer schedule information on the monitor of the computer terminal 12. The schedule information for the customer, Mr. Suzuki, is up to 15 weeks from the day before (Jan. Is displayed. The requester on this screen is a reception staff who has input the information from the customer schedule information input means 16.

The customer history storage means 17 is connected to the store visit / visit information storage means 18 and the interviewer storage means 19, and the storage means 17, 18, and 19 are input from the history input means 20. The correspondence history of each customer is stored. Figure 5 shows the screen displaying the customer history information of Mr. Suzuki on the monitor of the computer terminal 12. Included It is. The customer history storage means 17 is connected to the customer information storage means 11, and the history of each customer can be referenced from the computer terminal 12 via the customer search means 14. Of the customer information stored in the customer information storage means 11, information on the staff in charge is stored in the main staff information storage means 21 as main staff information, and is stored in the main staff information storage means 21. The main staff member information is input to the staff member setting means 22. The staff member setting means 22 is connected to the computer terminal 12 so that the main staff member can be set or changed from the computer terminal 12.

 The staff in charge storage means 23 stores the main staff in charge set by the staff in charge setting means 22. The staff member stored in the customer schedule information storage means 15 is initially the staff member input from the customer schedule information input means 16, but the initial staff member is the staff member storage means 23. It is updated every time the responsible staff stored in is changed.

 The customer scheduling means 24 connected to the customer schedule information storage means 15 selects predetermined information from the information stored in the customer schedule information storage means 15, and the staff in charge interviews the customer on the day. Set a schedule to perform. Figure 6 shows a screen that displays the schedule of January 13 and January 13 set by the customer scheduling means 24 on the monitor of the terminal 12 and shows that the staff in charge is 11: 00 Mr. Kimura talks with customer Suzuki for business negotiations. At 12: 00, the staff in charge, Mr. Yamamoto, talks with customer Kato for payment, and at 13: 00, the staff in charge, Mr. Kimura. Interviewed with customer Tanaka for a free 6-month inspection, and was in charge at 14:00. Staff Saito interviewed with customer Yamada for a test drive, and was in charge of 14:30. It is displayed that staff Kimura will meet with customer Kusano for rewriting insurance.

As described above, from the miscellaneous information stored in the customer schedule information storage means 15 which is input by a plurality of staffs individually, only the schedule for the interview with the customer coming to the store on that day is automatically obtained. Sorting and displaying in chronological order allows each staff member of the sales company to easily grasp all the schedules for interviews between the customer and the staff in charge scheduled for the day. In the example of Fig. 6, an interview with a customer coming to the store is selected as the schedule type, but the type of schedule that can be selected is arbitrary.For example, a schedule in which the staff in charge visits the customer or calls the customer Or a schedule for sending e-mail to the customer or a schedule for sending mail to the customer. Each staff member prepares his / her own personal schedule by means of the staff personal schedule generating means 25 connected to the computer terminal 12, and the personal schedule is expressed as a set of personal staff information 26a, 26, 26c ... A staff member's personal schedule is stored in the storage means 26. At this time, the schedule related to the staff in charge among the schedules set by the customer scheduling means 24 is automatically reflected. The individual staff information 26a, 26b, 26c ... is provided for each individual, such as the director of the sales company, the sales staff, the maintenance staff, and the reception staff.

 Figure 7 shows a screen displaying the personal schedule of the staff, Mr. Kimura, on January 13th on the monitor of the terminal 12 which shows the customer's visits, visits to customers, and visits to customers. Phone etc. are included. The schedule in the second row of Fig. 4 for Mr. Kimura's interview with Suzuki's customer is reflected in the third row in Fig. 7.

 In this way, when the staff personal schedule creation means 25 creates the schedule related to the staff members stored in the staff storage means 23, the customer schedule created by the customer scheduling means 24 is automatically reflected. Therefore, the customer schedule information included in the customer schedule can be reliably incorporated into the personal schedule of the staff in charge, and the occurrence of schedule errors can be reliably prevented.

 An e-mail receiving means 27 is connected to the staff personal schedule storage means 26, and the schedule generated by the e-mail received by the e-mail receiving means 27 is used to store personal staff information 26a, 26b, 26c ... Is written to. FIG. 8 shows a screen displaying the content of the e-mail received by the e-mail receiving means 27 on the monitor of the computer terminal 12.

The job request between the staff members input from the computer terminal 12 is stored in the job request information storage means 29 via the job request means 28. Business request information storage means Of the stored information of 29, information relating to the customer's schedule is input to the customer schedule information input means 16 and stored in the customer schedule information storage means 15. Figure 9 shows a screen displaying the contents of a work request to the staff member, Mr. Kimura, on the monitor of the computer terminal 12, where the work request date, the work contents, the work request source, and the work have been completed. And the deadline to be included.

 The work request information storage means 29 is connected to the staff personal schedule storage means 26, and the work stored in the work request information storage means 29 stores the personal staff information 26a, 26b of the corresponding staff. , 26 c….

 If the main staff is unable to respond to the customer due to inconvenience, the main staff stores the information in the staff storage means 22 via the staff setting means 22. At this time, the follow staff setting means 30 has a function of automatically setting a follow staff as a substitute for the main staff in reference to the customer history. This result is reflected in the staff members' available schedules, while confirming each staff's schedule batting. If there is no staff available, a warning is issued to the administrator, for example, on the screen of the computer terminal 12.

 In the follow-up staff setting means 30 connected to the interviewer storage means 19, among the staff who interviewed the customer, the staff who interviewed the customer at the closest time except for the main staff was set as the follow-up staff. The follow-up staff is input to the responsible staff storage means 23.

 For example, as shown in Fig. 11, the staff Yamamoto interviewed the customer Suzuki on January 17th, the staff Hashimoto interviewed on April 6th, and the staff Yamamoto 5th. If there is a history of interviews on March 2, the last staff member, Yamamoto, will be set as the follow staff.

In the present embodiment, the follow staff is set based on the interview record, but the follow staff may be set according to the purpose. For example, if the purpose of the customer who visits this time is an inspection, based on the information in Fig. 11 stored in the customer history storage means 17, set Mr. Hashimoto who has an interview at the inspection as the follow-up staff . Alternatively, choose the staff with the most interviews (in this case, Mr. Yamamoto twice). Can also be.

 In this way, even when the main staff is absent, a follower with whom the customer is acquainted can be set up and responded to, enabling smooth communication between the customer and the follow-up staff, and enabling the customer to follow up. Satisfaction can be increased. In particular, since the staff who interviewed the customer at the closest time except for the main staff is the follow-up staff, the communication between the customer and the follow-up staff can be more smoothly communicated.

 Although the embodiments of the present invention have been described above, various design changes can be made in the present invention without departing from the gist thereof.

 For example, in the embodiment, the customer schedule information management system used in the automobile dealer is described. However, the present invention can be applied to any dealer other than the automobile dealer.

Claims

The scope of the claims 1. Customer schedule information input means (16) for inputting a plurality of types of customer schedule information, and customer schedule information storage means (15) for storing customer schedule information input from the customer schedule information input means (16) When,  Customer scheduling means (24) for selecting a predetermined type of customer schedule information on a predetermined date from the customer schedule information stored in the customer schedule information storage means (15) to create a customer schedule; A customer schedule information management system comprising: 2. The customer schedule information management system according to claim 1, wherein the predetermined type of customer schedule information includes at least customer visit information.  3. The staff member setting method (22) for setting the staff member of the customer,  A staff member storage means (23) for storing the customer staff members set in the staff member setting means (22);  A staff personal schedule creation means (25) for creating a personal schedule of the staff in charge stored in the staff storage means (23); With  2. The customer according to claim 1, wherein the staff personal schedule creating means (25) automatically creates a personal schedule of the staff in charge by reflecting the customer schedule created by the customer scheduling means (24). Schedule information management system.  4. History input means (20) for entering at least the history of interviews with customers,  Customer history storage means (17) for storing the history input from the history input means (20);  Follow staff setting means (30) for automatically setting follow staff on behalf of the staff in charge of the customer based on the correspondence history with the customer stored in the customer history storage means (17); 2. The customer schedule information management system according to claim 1, further comprising: