JP2001338122A - Business aiding system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a business aiding system capable of aiding smooth transfer and the action of teamwork by extracting only a part necessary for business, providing the extracted part to a person in charge of business and managing business results and report data corresponding to respective customers so as to read these data. SOLUTION: In the business aiding system, customer relationship data selected from a host computer 1, business result data inputted from a business terminal 3 and customer correspondence report data including customer's messages inputted from an operator terminal 5 are stored in a data base 1 as business aiding information and a web server 2 provides the business aiding information to the business terminal 3 through a network.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a sales support system for providing data to support sales activities.

[0002]

2. Description of the Related Art A sales representative who sells and supports products also serves as a maintenance window for products sold to customers all over the country, as well as product knowledge, customer contracts, and many other items. Various information must be stored.

Since there is a limit in performing such various kinds of information on paper, a system for managing contract data and the like for each customer using a large-sized computer has been developed.

[0004]

However, the entire contract data managed by such a system is not useful for sales personnel. In addition, in many cases, the accumulated knowledge is not effectively circulated due to the transfer of the sales staff, and it is often difficult to transfer the knowledge.

Further, in general, sales activities and support are inextricably linked, and so to speak, a teamwork between a sales person and a support person can attract customers' trust, but in the conventional system, There has been a problem in that support for such teamwork, support for smooth transition, and support for providing useful information to each sales representative have not been provided.

[0006] The present invention has been made in view of the above circumstances, and extracts and provides useful information to sales representatives, provides information for facilitating handover, and furthermore, the sales representatives Or a sales support system that supports teamwork between a sales person and a support person.

[0007]

SUMMARY OF THE INVENTION The present invention for solving the problems of the prior art is a sales support system, which stores a database in which sales support information is stored and the sales support information via a network. A browsing server for providing to a sales representative, wherein the sales support information includes customer-related data selected from master data in a host database, sales performance data input by a sales representative, and a customer contact center. And customer response data including the accepted customer message.
In this way, by providing customer-related data selected from the master data, it is possible to extract only the necessary parts of the contract data from the contract data and provide it to the sales representatives, and also manage the sales performance and customer response data And offer it for browsing,
Support for smooth transition and teamwork activities.

Here, it is preferable that the customer-related data include at least one of customer contract information and personal connection information. Further, it is preferable that the sales performance data include at least one of negotiation history information, visit history information, transaction / payment information, usage status information, and quotation / suggestion information. In addition, usage information includes
It is preferable to further include maintenance status information.

Further, it is preferable that the system further includes means for extracting specific business performance data from the business support information, and means for notifying the processing department of the extracted business performance data. As a result, it is possible to provide sales support information to appropriate persons in charge and to support the smooth transition and support for teamwork activities.

[0010] It is also preferable that the customer correspondence data include customer atmosphere information. Further, the customer response data includes customer atmosphere information, a means for extracting specific customer response data from the sales support information, and referring to the extracted customer response data atmosphere information, based on the atmosphere information. And a means for selecting a processing section to be a report destination by the notification and reporting to the selected processing section. By managing and providing such atmosphere information, the handover can be smoothly performed and teamwork activities can be supported.

[0011] It is preferable that the system further includes means for managing business schedule information for each customer registered in the customer-related data. As a result, the handover can be smoothly performed and teamwork activities can be supported.

[0012]

Embodiments of the present invention will be described with reference to the drawings. The sales support system according to the embodiment of the present invention, as shown in FIG.
, A web server 2, a sales terminal 3, a host computer 4, and an operator terminal 5. Here, the host computer 4 corresponds to the host database of the present invention.

The database 1 stores customer-related data to be provided to a sales person, sales performance data, and customer response report data as sales support information. The Web server 2 provides the sales terminal 3 with the sales support information stored in the database 1. Here, the Web server 2 improves the security by a procedure such as firewall or authentication with a user name and a password so as not to provide data to clients other than the sales terminal 3. If the user name is used as the employee code here, it is easy to manage the accessor in relation to other databases, and especially when the relationship between the employee name and the employee code is unclear to outsiders. Can improve security.

The sales terminal 3 is a personal computer (personal computer) or the like possessed by a sales person, and here illustrates a case where the sales terminal 3 is directly connected to a network. It may be connected via a line. The host computer 4 is connected to the database 1 via an in-house network and holds customer data. Operator terminal 5
Is located in a telephone center, receives information input by a telephone operator from a customer, and stores the information in a database 1
Register with.

The customer data (master data) managed by the host computer 4 includes information on contracts, information on sales, and information on customer services. What is characteristic in this embodiment is that the database 1 extracts a part of the customer data from the host computer 4 as customer-related data and accumulates the data, and also requests the business terminal 3 to add a description request to the customer-related data. In response, the customer-related data is changed based on the additional description request without transmitting the additional description to the host computer 4 side. Additional statements here include customer service status for each customer's contract (cancellation concerns,
The status and evaluation of competitor products within the customer). By repeatedly extracting the data on the host computer 4 side on the database 1 side, the data change on the host computer 4 side is reflected on the database 1, but at this time, the additional description by the sales representative is not overwritten. Preferably, the extracted data and the additional description data are individually managed, and these data are preferably associated with each other by, for example, an identifier for each customer (for example, a customer ID number).

As described above, the customer-related information managed by the database 1 first includes, as information inside the company of the sales representative, a contact person in the company, a name of the person in the company, a division of the responsible company in the company, The section in charge of the products delivered,
There is a manager in charge, a manager in charge, etc., and information on the customer side such as transaction history and transaction content, business type, contact, contact at the time of new registration, contact name of the contact, contact person at the time of new registration, business content , Main business partners (preferably managed separately for purchases and sales), competitors, capital information, main bank,
Affiliates, types of offices, office policies, number of offices,
Number of all employees, number of employees at relevant business establishments, performance trends, employee trends, share trends, business establishment size trends, settlement periods, budgeting periods, products handled / sales ratio / product characteristics, negotiation proposals, contract renewal status, customers Information, related URLs, reference information (links) to related documents, etc., as well as the occupation type of the person who entered these data, and information on the business office (information directly related to sales and not. It is preferable to manage them separately).

The customer-related information further includes the section name in charge, the name of the person in charge, the name of the manager in charge, the URL and emai.
l Information, customer information, such as address and request information,
There are a visit cycle, a visit route, and the like, and also manages information on a person who inputs these information.

Further, as customer-related information, the customer name, name (in the case of a corporation), a customer section, a post, a formal post, a name, a reading pseudonym, necessity of direct mail,
Telephone number, FAX number, address or address, e-mail address, necessity of various guidance, whether to distribute calendar at the end of the year, necessity of seasonal greetings such as Nakamoto, year-end gift, detailed contents, questionnaire information, other personal connections There is information. These are also managed together with the information of the input person.

Further, in the database 1, information inputted from the sales terminal 3 and set as customer-related information together with information extracted from the host computer 4 includes information on departments / employees, information classification, report month, specifications, There is information on the classification, reason, and result of the contract cancellation (cancellation), proposal, timing of proposal, follow-up status, other comments, and whether or not a transaction application form has been drafted. These pieces of information are also managed together with the information of the input sales representative.

The sales record information input from the sales terminal 3 in the database 1 includes information related to negotiations.
Refer to the project status, project name, information of the person in charge, information of the person in charge, information of the cooperator, information of the external cooperator, information on the date of occurrence, delivery date, project budget, details of the project, the status of the project, customer contact, and handover There is memo information to be provided and man-hours for necessary technical work, and these are managed together with information on the inputting person.

The sales result information inputted from the sales terminal 3 includes visit date, reception date, information of a sales person (name, employee number, etc.), visit means, visit Occupation, case number, accompanying person, visit section, contact person at customer side, purpose of visit, information at the time of new registration, purpose of negotiation, time required for visit, information on interview and reception contents, information on customer side There are reactions, requests, comment information, etc., which are managed together with the information of the input person.

Further, as the customer response report data input at the telephone center as the customer contact center and stored in the database 1, information division, reception date and time, product name /
There are an identifier, a customer name, the necessity of a response, the presence or absence of a solution, a message from the customer and information on its atmosphere, reception information, and communication items. Further, the customer response report data may be input from the sales terminal 3 as a part of the information of the sales results.

Here, the information division includes complaint information, information on a pleasing matter, information on needs, information useful for sales, technical information, information on competition, and the like. In addition, complaints may be classified into frequent troubles, product exchange requests, breach of promise, slow response, and others.

Further, a feature of the present embodiment is that information on the atmosphere of the message is registered together with the information on the message from the customer. Here, the information on the atmosphere is selected from options such as loudness of the voice (whether or not angry), whether or not the tone is questionable, whether or not it contains irony, whether or not it is a normal way of speaking.

Next, the operation when the sales support system according to the present embodiment is used from the sales terminal 3 will be described. When the Web client is started on the sales terminal 3 and the Web server 2 is accessed, the Web server 2
Provides a menu and a search screen as shown in FIG.

Here, the menu includes a search request menu P (each of the customer relation, competition relation, contract relation, and customer correspondence report is classified and managed).
A menu Q for a visit schedule, a menu R for a history of business activities, a menu S for downloading information, information T for a service, and a menu U for accessing a screen for updating / viewing other information. Is displayed. In addition, an interface screen for searching for a business office, searching from a customer ID or the like, and other searching is provided in accordance with this menu.

Here, when a search is performed from the customer ID or the like, or a menu for requesting access to data related to the customer is selected, a button screen as shown in FIG. 3 is displayed. On this button screen, a button A for browsing the customer-related information itself extracted from the host computer 4 is displayed.
A button B for browsing / updating customer information for each office, a button C for browsing / updating customer information for each section, a button D for accessing information on customer names, and negotiation information. Button E to access
A button F for accessing the customer with information related to the contents of the visit, a button G for accessing information on the past visit results, and a calendar for the scheduled visit.
Button H for updating, button I for accessing information related to contract / negotiation competition, button group J for accessing other related information, and button K for accessing customer-facing report data And are arranged. Here, the buttons A, B, C, D correspond to the first link object of the present invention, and the buttons E, F, G, H,
I and J correspond to the second link object of the present invention, and the button K corresponds to the third link object.

Note that the search request is transmitted to the Web server 2, and the Web server 2 uses the CGI (common gateway interface).
face), a search instruction is output to the database 1, the search is executed in the database 1, and
Information indicating the result of the search is output to the server b, and the Web
The search result is displayed on the server 2.

A feature of the present embodiment is that the Web server 2 provides a screen as shown in FIG. 4 for inputting, browsing, and updating of visit information as business performance data. A button link for notifying the received message to the product development staff (processing staff) is provided (X). In addition, here, a mail button for notifying a message from a customer to various related processing persons is provided (Y).

Further, a feature of the present embodiment is that a message from a customer is similarly notified to a related processing person on a screen provided by the Web server 2 for inputting, browsing, and updating of the customer response report data. Is to have a mail button to do so. In this case,
When the mail button is pressed, the Web server 2
It is also preferable that the report destination is selected by referring to the atmosphere information related to the message data of the customer response report data. As described above, the Web server 2 of the present embodiment corresponds to a reporting unit of the present invention. Further, the database 1 corresponds to a means for extraction.

[0031]

According to the present invention, the customer-related data selected from the master data in the host database, the sales performance data input by the sales representative, and the customer including the customer message received by the customer contact center. A sales support system is provided that stores sales support information consisting of corresponding report data and sales support information, and provides this sales support information to sales representatives via a network. Collects and accumulates data for the purpose of support, provides it to sales representatives, extracts only the parts necessary for sales and provides it to sales representatives, and reports on sales performance and customer response By managing the data and making it available for viewing, it is possible to support smooth transition and support teamwork activities.

[Brief description of the drawings]

FIG. 1 is a configuration block diagram of a sales support system according to an embodiment of the present invention.

FIG. 2 is an explanatory diagram illustrating an example of a screen provided by a Web server.

FIG. 3 is an explanatory diagram illustrating an example of a screen provided by a Web server.

FIG. 4 is an explanatory diagram illustrating an example of a screen provided by a Web server.

[Explanation of symbols]

1 database, 2 web servers, 3 business terminals,
4 Host computer, 5 operator terminals.

Continued on the front page F term (reference) 5B049 AA01 AA02 CC00 CC02 DD01 DD05 EE05 FF03 FF09 GG04 GG07 5B075 KK07 ND20 NK02 NR03 NR20 PP02 PP03 PP12 PP22 PQ02 UU40

Claims (11)

[Claims] 1. A database in which sales support information is stored, and a browsing server for providing the sales support information to a sales representative via a network, wherein the sales support information is obtained from master data in a host database. A sales support system comprising: selected customer-related data; sales performance data input by a sales representative; and customer response data including a customer message received at a customer contact center. 2. The sales support system according to claim 1, wherein the customer-related data includes at least one of customer contract information and personal connection information. 3. The sales support system according to claim 1, wherein the sales performance data includes negotiation history information, visit history information, transaction / payment information, usage status information, quote / proposal. And at least one of information and a sales support system. 4. The sales support system according to claim 3, wherein the information on the use status further includes information on a maintenance status. 5. A sales support system according to claim 1, wherein said means for extracting specific business performance data from said business support information, and said extracted business performance data is reported to a processing department. A sales support system comprising: 6. The sales support system according to claim 1, wherein the customer response data includes customer atmosphere information. 7. The sales support system according to claim 1, wherein the customer correspondence data includes customer atmosphere information, and a specific customer correspondence data is extracted from the sales support information. Means for referring to the atmosphere information of the extracted customer response data, selecting a processing section to be a report destination based on the atmosphere information, and reporting to the selected processing section. Sales support system. 8. The sales support system according to claim 1, further comprising: for each customer registered in the customer-related data,
A sales support system comprising means for managing sales schedule information. 9. The sales support system according to claim 1, wherein the browsing server includes a first link object associated with access to customer-related data selected from master data in a host database. A second link object associated with access to sales performance data entered by a salesperson, and a third link object associated with access to customer response data including a customer message received at the customer contact center. A sales support system, which provides an image in which the images are arranged on one interface screen. 10. A process for managing customer-related data selected from master data in a host database, a process for managing sales performance data input by a salesperson, and a process for managing a customer message received by a customer contact center. And a step of providing a browsing service for the customer-related data, sales performance data, and customer response data in response to a request from a sales representative. How to support sales. 11. A module for selecting customer-related data from master data in a host database; a module for managing the selected customer-related data; a module for managing sales performance data input by a sales representative; A module for managing customer response data including a customer message received at the window center, and a browsing service for the customer-related data, sales performance data, and customer response data in response to a request from a sales representative. A computer-readable recording medium storing a module and a sales support program including: