Customer resource allocation inheritance method and system for enterprise WeChat, and medium

Abstract

The invention discloses a customer resource allocation inheritance method and system oriented to enterprise WeChat and a medium. The method comprises the following steps: constructing a rule pool comprising a triggering condition, a filtering condition and a receiver matching rule; periodically monitoring customer states and automatically marking to-be-inherited customers; an optimal inheritor is intelligently screened for the to-be-inherited client through a rule matching engine; calling an enterprise WeChat interface to execute customer resource transfer and synchronize related data; and establishing an inheritance tracking and feedback mechanism. By constructing the configurable customer inheritance rule pool, intelligent customer inheritance under multiple scenes is realized, the problems of low customer resource allocation efficiency, dependence on manual operation and the like caused by employee demission, customer idling and the like in existing enterprise WeChat customer management are solved, automation and intelligence of a customer inheritance process are realized, and the customer resource allocation efficiency is improved. And the redistribution efficiency and accuracy of the customer resources are obviously improved.

Description

Technical Field

[0001] This invention relates to the field of enterprise information management, and in particular to a method and system for customer resource allocation and inheritance based on rule pools for WeChat Work, applicable to customer management platforms such as WeChat Work. Background Technology

[0002] With the widespread adoption of WeChat Work in enterprise operations, customer relationships built through WeChat Work have become a crucial asset for businesses. However, in actual operation, personnel changes such as the onboarding and offboarding of sales staff directly impact the continuity of customer relationships. Current technology primarily relies on the customer succession tools provided by WeChat Work for manual operation, which has the following drawbacks: Relying on manual judgment and operation is inefficient and cannot meet the needs of large-scale customer migration. The allocation rules are too simplistic and cannot be intelligently matched based on multiple factors such as customer value and follow-up status. The lack of a complete tracking mechanism makes it difficult to assess the effectiveness of the transfer. Improper operation can easily lead to a poor customer experience.

[0003] Therefore, there is an urgent need for an intelligent and automated customer resource allocation and inheritance management solution to address the aforementioned technical issues. Summary of the Invention

[0004] The purpose of this invention is to overcome the shortcomings of the prior art and provide a customer resource allocation and inheritance method and system based on rule pools, so as to realize the intelligent allocation and efficient flow of customer resources in different scenarios.

[0005] The present invention adopts the following technical solution.

[0006] On the one hand, this invention provides a customer resource allocation and inheritance method based on rule pools, applied to WeChat for Enterprise, including the following steps: S1. Construct a customer inheritance rule pool. The rule structure includes the following fields: trigger condition, filter condition, target recipient matching rule, priority sorting mechanism of multiple inheritance rule pools, and anti-interference control items. S2. Periodically monitor customer status data, intelligently identify and mark customers to be inherited; S3. Match the customers to be inherited with the rule pool to determine the applicable inheritance rules; S4. Select target recipients from the heir pool according to the selection rules; S5. Perform customer resource transfer operations, including calling the WeChat Work interface to synchronously transfer customer basic information, historical communication records, and customer tag data; S6. Record inheritance operation logs and establish a follow-up tracking and feedback mechanism.

[0007] Furthermore, in step S1, the rule pool supports multiple scenario rule templates, including at least one of the following: resignation inheritance rule template, in-service idle inheritance rule template, and tag adjustment and transfer rule template.

[0008] Furthermore, in step S2, the customer status monitoring includes scanning the customer's most recent interaction time, follow-up person status, and customer profile information, and automatically marking the customer as a pending inheritance status based on a set threshold. The customer status monitoring also includes a data acquisition process, which collects at least the following data: A. Enterprise WeChat data, which should at least include departing clients awaiting succession, client tags, and WeChat contact information; B. Salesperson data, including at least their employment / departure status, organizational structure, number of customers, customer contact information, and salesperson rating. C. Customer data, including at least customer attribution, customer tags, customer reviews, and customer activity.

[0009] Furthermore, step S3 also includes checking whether there are mutually exclusive rules. If there are multiple mutually exclusive rules, the one with the highest priority is executed after sorting by priority. If there are no multiple mutually exclusive rules, the only matching rule is selected for execution.

[0010] Furthermore, step S3 also includes a customer do-not-disturb control mechanism, which checks whether the object has been triggered by the same rule within 30 days before executing the selected rule.

[0011] Furthermore, in step S4, the successor selection process considers at least one of the following factors: the salesperson's current customer base, performance, regional matching, and team relevance.

[0012] Furthermore, in step S5, the content to be synchronously transferred includes: Customer business data; Historical voice and text communication records; Structured information: including customer profiles, tags, and hierarchical levels.

[0013] Furthermore, in step S6, the log information includes at least the following: for each customer inheritance operation, the rule ID, the original salesperson, the inheriting salesperson, and the transfer time information are recorded.

[0014] Secondly, this invention also provides a customer resource allocation and inheritance system based on a rule pool, applied to WeChat for Enterprise, including: The rules management module is used to create, edit, and manage customer inheritance rules; The status monitoring module is used to monitor customer status in real time and identify customers to be inherited; The rule matching engine is used to make matching decisions between the customers to be inherited and the rule pool; The successor screening module selects target recipients from the successor pool according to screening rules; The inherited execution module is used to perform customer resource transfer operations; The log tracking module is used to record inheritance operations and provide analysis feedback.

[0015] Thirdly, the present invention also provides an electronic device, including a processor and a memory, wherein the memory stores a computer program, characterized in that, when the computer program is executed by the processor, it implements the method described above.

[0016] This technical solution can bring the following beneficial effects: By constructing a rule-pool-driven customer inheritance management mechanism, this solution demonstrates significant advantages in several key scenarios of customer resource management within WeChat Work, including the handover of customer resources between current and former employees, the reactivation of dormant customers, and the batch allocation of customer assets. Its core value is specifically reflected in the following six aspects: 1. Inheritance rules are highly configurable, adapting to diverse business needs. By establishing a customer inheritance rule pool, the system supports strategy combinations based on multiple dimensions such as customer importance, last follow-up time, salesperson level, and department level. Enterprises can flexibly customize various inheritance strategies according to their own business characteristics, greatly improving the system's adaptability to different business models and effectively solving the problems of single, rigid rules in traditional solutions.

[0017] 2. Intelligent customer status recognition, automated inheritance and allocation The system can comprehensively analyze customer behavior data (such as reach frequency and interaction depth) and customer value scores, and intelligently determine whether a customer is in a state of "pending inheritance" (such as the departure of the original person in charge) or "pending activation" (such as long-term non-contact). It can also automatically trigger preset inheritance rules to execute resource allocation without human intervention, which significantly improves the efficiency and intelligence of customer asset transfer.

[0018] 3. Supports efficient and secure migration of large numbers of customers. Compared to traditional methods that rely on manual operation, this solution can support concurrent processing of tens of thousands of customers according to established rules, efficiently responding to urgent customer resource scheduling needs in scenarios such as concentrated employee departures and departmental restructuring, and effectively reducing the risk of customer churn due to operational delays or human error.

[0019] 4. Improve customer resource utilization and service continuity This solution effectively identifies and reallocates long-term idle customer resources under the names of current sales representatives. Through rule-based matching, it activates these resources and assigns them to more suitable sales personnel, promoting the internal circulation and value reuse of customer assets. Simultaneously, the complete transfer of customer communication records and historical information is ensured during the succession process, guaranteeing seamless customer service and continuity of experience.

[0020] 5. Enhance the compliance and transparency of customer management. Every step in the customer inheritance process, including triggering conditions, execution rules, operators, and results, is fully recorded and visualized, ensuring that the entire process is auditable and traceable. This facilitates risk management and liability definition for enterprises, meeting compliance requirements related to internal control auditing and data asset management.

[0021] 6. Built-in do-not-disturb mechanism for optimized customer experience. To avoid unnecessary disruption to customers due to frequent changes in customer ownership, this solution incorporates an "anti-interference protection mechanism." This mechanism ensures that the same customer will only undergo an inheritance process once within a set protection period (e.g., 30 days), effectively preventing repeated interventions and enhancing the stability of the service experience and customer trust.

[0022] In summary, this technical solution demonstrates significant advantages in multiple key scenarios of enterprise WeChat customer resource management by constructing a rule-pool-driven customer inheritance management mechanism. It not only enables flexible configuration of inheritance rules and intelligent identification of customer status, supporting efficient and secure customer transfer, but also improves customer asset utilization and service continuity through resource recycling and ensuring a complete communication chain. Simultaneously, its end-to-end visualized recording meets enterprise compliance management needs, while the built-in anti-interference mechanism effectively protects customer experience and avoids disruptions caused by frequent handovers. Overall, this solution provides systematic support for the smooth and efficient flow of enterprise customer resources, helping enterprises achieve secure control and maximized value of customer assets in a dynamic environment. Attached Figure Description

[0023] Figure 1 The flowchart is a representation of the customer resource allocation and inheritance method of this invention. Figure 2 This is a flowchart illustrating the periodic monitoring of customer status data according to the present invention. Figure 3 This is a flowchart illustrating the matching process for the rule pool in this invention. Figure 4 Flowchart for selecting heirs; Figure 5 A flowchart for executing customer resource transfer operations; Figure 6 A flowchart for executing the follow-up tracking and feedback closed loop; Figure 7 This is a schematic diagram of the hardware structure of the computer of the present invention. Detailed Implementation

[0024] To make the objectives, technical solutions, and advantages of the embodiments of this application clearer, the technical solutions of the embodiments of this application will be clearly and completely described below with reference to the accompanying drawings. It should be understood that the accompanying drawings in the embodiments of this application are for illustrative and descriptive purposes only and are not intended to limit the protection scope of the embodiments of this application. Furthermore, it should be understood that the schematic drawings are not drawn to scale. The flowcharts used in the embodiments of this application illustrate operations implemented according to some embodiments of this application. It should be understood that the operations in the flowcharts may not be implemented in sequence, and steps without logical contextual relationships may be reversed or implemented simultaneously. In addition, those skilled in the art, guided by the content of the embodiments of this application, may add one or more other operations to the flowcharts, or remove one or more operations from the flowcharts.

[0025] Furthermore, the described embodiments are merely a part of the embodiments of this application, and not all of them. The components of the embodiments of this application described and illustrated herein can generally be arranged and designed in various different configurations. Therefore, the following detailed description of the embodiments of this application provided in the accompanying drawings is not intended to limit the scope of the claimed embodiments of this application, but merely to illustrate selected embodiments of this application.

[0026] The specific embodiments of the present invention will now be described in detail with reference to the accompanying drawings.

[0027] like Figure 1 The flowchart shown illustrates the customer resource allocation and inheritance method of the present invention. Includes the following steps: S1. Construct a customer inheritance rule pool and define a rule structure that includes trigger conditions, filtering conditions, and target recipient matching rules; S2. Periodically monitor customer status data and intelligently identify and mark customers to be inherited based on preset rules; S3. Match the customers to be inherited with the rule pool, determine the applicable inheritance rules, and check whether the customers have any anti-disturbance restrictions. S4. Select target recipients from the heir pool according to the matching rules; S5. Perform customer resource transfer operation; S6. Record inheritance operation logs and establish a follow-up tracking and feedback mechanism.

[0028] Optionally, the client inheritance rule pool can be constructed using the following implementation method.

[0029] S1.1 Define the rule structure The rule pool is based on a standardized definition of the rule structure, including the following fields: Triggering conditions (employee turnover, customer inactivity duration, etc.); Filtering criteria (excluding customers marked as important); Target recipient matching rules; Priority sorting mechanism for multiple inheritance rule pools; Anti-interference control item (limits the number of times a single customer can assign inheritance within a certain period); S1.2 Multi-Scenario Rule Template Construction Supports building templates based on business scenarios, for example: Resignation Inheritance Rules: Automatically transfer out customers of departing employees; In-service / idle employee succession rules: Identify employees who are currently employed but have not followed up with clients for an extended period of time; Tag adjustment and transfer rules: If a customer is tagged with "high value, to be followed up", a reassignment will be triggered.

[0030] S1.3 Embedding the Heir Pool and Successor Rule Mechanism Successor rules: Based on the salesperson's employment status, customer follow-up behavior, customer activity, etc., salesperson customers who are "resources that can be released" are identified; Successor Pool Rules: Establish a "candidate set of successors" based on factors such as the target salesperson's department, performance, number of clients, takeover ability, and historical takeover experience, and support rule-driven automatic filtering and sorting.

[0031] S1.4 Rule Management Function The system provides a configuration interface, allowing administrators or business line personnel to perform operations such as creating, editing, enabling / disabling, and archiving rules in the rule pool.

[0032] Optional, Figure 2 This is a flowchart illustrating a specific embodiment of the present invention for periodically monitoring customer status data. See Figure 2 In step S2, periodically monitoring customer status data may include the following process.

[0033] S2.1 Data Acquisition: At least the following data shall be collected: A. Enterprise WeChat data, which should at least include departing clients awaiting succession, client tags, and WeChat contact information; B. Salesperson data, including at least their employment / departure status, organizational structure, number of customers, customer contact information, and salesperson rating. C. Customer data, including at least customer attribution, customer tags, customer reviews, and customer activity. S2.2 When a scheduled task triggers an inherited task, the system periodically scans customer data sources, including but not limited to: Recent interaction time; Recent follow-up personnel; The current salesperson's status for the customer (employed / left / employed but inactive); Customer profile information (such as the number of policies, rating scores, customer tags, etc.); S2.3 Intelligent Customer Status Recognition: The system determines the customer's status based on set rules and thresholds; Customers are automatically tagged as "to be inherited" objects, such as status categories like "departed customers" and "low-activity customers"; The tagged customer will then proceed to the subsequent rule matching logic.

[0034] Optional, Figure 3 This is a flowchart illustrating a specific embodiment of the present invention, which involves matching the client to be inherited with the rule pool.

[0035] Optionally, matching the customers to be inherited with the rule pool includes the following steps: S3.1 Trigger: The system receives a request object that needs to assign an "inheritor".

[0036] S3.2 Search Rules: The engine first searches for all "inheritance rules" that satisfy the conditions of the object.

[0037] S3.3 Mutual Exclusion Determination: Check if a mutual exclusion rule exists, i.e., an exclusive identifier; If multiple "mutual exclusion rules" exist, the one with the highest priority will be executed after being sorted by priority.

[0038] If there are no multiple mutually exclusive rules, then the only matching rule will be executed.

[0039] S3.5 Do Not Disturb Check: Before executing the selected rule, check whether the object has been triggered by the same rule within the past 30 days.

[0040] If so: Skip this allocation and log it for retry.

[0041] If not: Allow the "inheritor" specified by this rule to enter the subsequent allocation pool.

[0042] Optional, such as Figure 4 The diagram shown is a flowchart of an embodiment of the heir selection process. The process of selecting an heir includes the following steps: S4.1 Selecting candidate heirs The system initially selects qualified candidates (say, 5 candidates) from all agents based on preset rules (e.g., they must have the authority to handle this type of customer account and are currently in an "idle" or "short break" state) and puts them into the "successor pool".

[0043] S4.2 Calculate the score The system calculates a comprehensive score for each of the five candidates, taking into account the following dimensions: Current customer count: The number of customers currently being served (the fewer the number, the higher the score).

[0044] Organizational preference: Whether the candidate holds a senior role such as a team leader (bonus points if so).

[0045] Historical performance rating: Customer satisfaction and problem resolution rate for the previous month.

[0046] Skills matching: The degree to which their professional skills match the type of problem the client is facing.

[0047] S4.3 Sorting and Selection The system sorts the five candidates in descending order based on their calculated total scores. Assume that Agent A has the highest total score.

[0048] S4.4 Qualification Judgment The system determines whether agent A's score is higher than the preset passing score (e.g., 60 points).

[0049] Scenario 1 (Yes): Agent A is selected as the "recipient", the process enters the "customer transfer module", and the system transfers the customer's call to Agent A.

[0050] Scenario 2 (No): If all candidates' scores fail to meet the passing score, the system will write this task to the "No One to Receive" exception pool. Subsequently, the system may re-trigger this screening process after a short period of time (e.g., after 30 seconds), or transfer it to a human administrator for manual assignment.

[0051] S4.5 process completed Through this automated process, the system efficiently and fairly completed the seat allocation work.

[0052] Optional, Figure 5 This is a flowchart illustrating the customer resource transfer operation performed according to an embodiment of the present invention. The specific implementation steps include: The S5.1 system calls the WeChat Work interface to perform a customer contact resource transfer operation; S5.2 Synchronization Transfer includes: Customer business data; Historical communication records (text, voice, etc.); Structured information such as customer profiles, tags, and hierarchical levels.

[0053] S5.3 Auditing and Log Retention: Each customer inheritance operation records information such as rule ID, original salesperson, inheriting salesperson, and transfer time. Data is written to a log system or database to form a traceable chain.

[0054] Optional, Figure 6 This is a flowchart illustrating an embodiment of the follow-up tracking and feedback closed loop of the present invention. Specifically, the process includes the following steps: The S6.1 system tracks data for each customer inheritance chain, including: Inheritance start and end time; The rule ID used; Changes in recipient performance and subsequent customer activity.

[0055] S6.2 supports a backend visual management interface that displays the following content: Execution statistics (daily / monthly number of transferred customers, success rate, etc.); Rule effectiveness analysis (trigger frequency, subsequent customer activity comparison); Handling of failed customers (e.g., if a customer has left the company but has not been transferred, enter the re-inquiry mechanism).

[0056] S6.3 Abnormal Customer Management Mechanism: In cases where succession fails (e.g., the target salesperson is unable to accept the customer), it supports automatically moving to the next priority successor screening. If no one can receive customers, the request can be pushed to the administrator for manual processing or added to the "public pool" according to the configuration.

[0057] Optionally, the present invention also provides an embodiment of a customer resource allocation inheritance system based on a rule pool. This embodiment is built based on the above-described customer resource allocation inheritance method and includes the following modules: The rules management module is used to create, edit, and manage customer inheritance rules; The status monitoring module is used to monitor customer status in real time and identify customers to be inherited; The rule matching engine is used to make matching decisions between the customers to be inherited and the rule pool; The inherited execution module is used to perform customer resource transfer operations; The log tracking module is used to record inheritance operations and provide analysis feedback. Please refer to Figure 7 , Figure 7 A schematic diagram of the hardware structure of a computer for implementing the above-described methods and embodiments of this disclosure is shown. Figure 7As shown, the computer device may include a processor, a computer-readable storage medium, a bus, and a communication unit.

[0058] In its implementation, the processor executes computer-executable instructions stored in the computer-readable storage medium, enabling it to execute the multi-screen collaborative control system and method described in the above method embodiments. The processor, computer-readable storage medium, and communication unit can be connected via a bus. The specific implementation process of the processor can be found in the various method embodiments executed by the aforementioned computer device, as their implementation principles and technical effects are similar, and will not be repeated here.

[0059] Computer-readable storage media can be, but is not limited to, random access memory (RAM), read-only memory (ROM), programmable read-only memory (PROM), erasable programmable read-only memory (EPROM), and electrically erasable programmable read-only memory (EEPROM). The memory is used to store programs or data.

[0060] The above description is merely a preferred embodiment of this application and is not intended to limit this application. Various modifications and variations can be made to this application by those skilled in the art. Any modifications, equivalent substitutions, improvements, etc., made within the spirit and principles of this application should be included within the protection scope of this application.

Claims

1. A customer resource allocation inheritance method based on rule pools, applied to WeChat for Enterprise, characterized in that, Includes the following steps: S1. Construct a customer inheritance rule pool. The rule structure includes the following fields: trigger condition, filter condition, target recipient matching rule, priority sorting mechanism of multiple inheritance rule pools, and anti-interference control items. S2. Periodically monitor customer status data, intelligently identify and mark customers to be inherited; S3. Match the customers to be inherited with the rule pool to determine the applicable inheritance rules; S4. Select target recipients from the heir pool according to the selection rules; S5. Perform customer resource transfer operations, including calling the WeChat Work interface to synchronously transfer customer basic information, historical communication records, and customer tag data; S6. Record inheritance operation logs and establish a follow-up tracking and feedback mechanism.

2. The method according to claim 1, characterized in that, In step S1, the rule pool supports multiple scenario rule templates, including at least one of the following: resignation inheritance rule template, in-service idle inheritance rule template, and tag adjustment and transfer rule template.

3. The method according to claim 1, characterized in that, In step S2, the customer status monitoring includes scanning the customer's most recent interaction time, follow-up person status, and customer profile information, and automatically marking the customer as a pending inheritance status based on a set threshold. The customer status monitoring also includes a data acquisition process, which collects at least the following data: A. Enterprise WeChat data, which should at least include departing clients awaiting succession, client tags, and WeChat contact information; B. Salesperson data, including at least their employment / departure status, organizational structure, number of customers, customer contact information, and salesperson rating. C. Customer data, including at least customer attribution, customer tags, customer reviews, and customer activity.

4. The method according to claim 1, characterized in that, Step S3 also includes checking if there are mutually exclusive rules. If there are multiple mutually exclusive rules, the one with the highest priority is executed after sorting by priority. If there are no multiple mutually exclusive rules, the only matching rule is selected for execution.

5. The method according to claim 1, characterized in that, Step S3 also includes a customer anti-interference control mechanism, which checks whether the object has been triggered by the same rule within 30 days before executing the selected rule.

6. The method according to claim 1, characterized in that, In step S4, the successor selection process considers at least one of the following factors: the salesperson's current customer base, performance, regional compatibility, and team relevance.

7. The method according to claim 1, characterized in that, In step S5, the content to be synchronized and transferred includes: Customer business data; Historical voice and text communication records; Structured information: including customer profiles, tags, and hierarchical levels.

8. The method according to claim 1, characterized in that, In step S6, the log information includes at least the following: for each customer inheritance operation, the rule ID, the original salesperson, the inheriting salesperson, and the transfer time information are recorded.

9. A customer resource allocation and inheritance system based on rule pools, applied to WeChat for Enterprise, characterized in that, include: The rules management module is used to create, edit, and manage customer inheritance rules; The status monitoring module is used to monitor customer status in real time and identify customers to be inherited; The rule matching engine is used to make matching decisions between the customers to be inherited and the rule pool; The successor screening module selects target recipients from the successor pool according to screening rules; The inherited execution module is used to perform customer resource transfer operations; The log tracking module is used to record inheritance operations and provide analysis feedback.

10. An electronic device comprising a processor and a memory, wherein the memory stores a computer program, characterized in that, When the computer program is executed by the processor, it implements the method as described in any one of claims 1-8.

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