Method, program, and information processing apparatus for performing processing related to electronic commerce

Abstract

To provide a method, a program and an information processor for performing processing related with electronic commerce so that even a customer who is unfamiliar with the operation of a computer or a customer who feels that the operation is troublesome can easily use the computer.SOLUTION: An information processor 1 generates a customer page to be used for electronic commercial transaction by a customer in response to a request from a customer terminal 3, and provides the customer page to the customer terminal 3, and generates a business page to be used for business activity to the customer by a salesperson in response to a request from a business terminal 4 operated by the salesperson. A process for providing a business terminal 4 and a process for generating a proxy operation page including at least a part of information displayed on a customer page and capable of using at least a part of functions that the customer page has and providing the business terminal with the proxy operation page when a person in charge of business inputs an instruction for requesting an operation in the customer page of the customer that the person in charge of business takes charge of on behalf of the customer are performed.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present invention relates to a method, a program, and an information processing device for performing processing related to electronic commerce. [Background technology]

[0002] In recent years, many products have been sold on e-commerce sites. The following patent document describes a product sales system in which a store clerk accepts orders for products sold only in the store by telephone and inputs the information required for ordering the product into an online sales system using an in-store terminal. This product sales system sends a web page address to the communication terminal of a customer who has ordered the product by telephone, and performs payment processing and shipping processing in the online sales system according to instructions from the communication terminal that accessed the web page. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Publication No. 2022-19355 Summary of the Invention [Problem to be solved by the invention]

[0004] When products are sold in stores, store clerks are available to answer customers' questions and provide advice. However, when products are sold on e-commerce sites, the same level of attentive response to customer inquiries is not possible. Furthermore, in transactions between corporations, inquiries to sales representatives and orders by fax are still common, and customers accustomed to traditional ordering methods are likely to encounter problems when using e-commerce sites. For this reason, customers accustomed to purchasing products from store clerks or sales representatives tend to be reluctant to use e-commerce sites. Customers who are unfamiliar with computers are particularly likely to give up on purchasing products on e-commerce sites because they find it difficult to find solutions on their own when they don't know how to use the site.

[0005] In the product sales system described in the above-mentioned patent document, a store clerk accepts product orders over the telephone, making it easier for customers to order products than if they were to operate an e-commerce site themselves. However, because customers must input instructions into a communication terminal for payment processing and shipping processing themselves, they may need assistance with these operations. In such cases, customers may ask questions to a store clerk over the telephone, but there is a problem in that it is difficult to accurately convey how to operate the system using only verbal explanations over the telephone.

[0006] When customers have questions about how to use an e-commerce site (especially about how to operate the user interface), it can be difficult to explain them over the phone, and responding to such questions places a heavy burden on the person in charge.

[0007] Furthermore, even if customers are somewhat familiar with using computers, many find operating e-commerce sites troublesome. Such customers are also likely to be reluctant to purchase products on e-commerce sites, which creates the problem of missed business opportunities with the above-mentioned product sales system.

[0008] The present invention has been made in view of the above circumstances, and its purpose is to provide a method, program, and information processing device for processing electronic commerce that are easy to use even for customers who are unfamiliar with operating computers or who find operation troublesome. [Means for solving the problem]

[0009] A first aspect of the present invention is a method for an information processing device to perform processing related to electronic commerce, the method including: a customer page generating step of generating a customer page, which is a dedicated web page for use by a single customer in electronic commerce in response to a request from a customer terminal device operated by the single customer, and providing the customer page to the requesting customer terminal device; and a first page element for selecting a single customer from a plurality of customers handled by the single sales representative, the dedicated web page for use by the single sales representative in sales activities with the single sales representative, and for inputting instructions to perform operations on the customer page of the selected customer on behalf of the single sales representative. The method includes a sales page generation step of generating a sales page, which is a web page, and providing it to a sales terminal device that has made the request; and a proxy operation page generation step of generating a proxy operation page, which is a web page that includes at least a portion of the information displayed on the customer page of a customer and that allows use of at least a portion of the functions of the customer page, and providing it to the sales terminal device, when a first page element is operated on a sales terminal device that displays the sales page, and an instruction is input by a sales representative to perform operations on the customer page of the customer that the sales representative is responsible for on behalf of the customer. According to the method of the first aspect, in response to an instruction from a sales terminal device requesting a sales representative to operate the customer page of a customer he or she is responsible for on behalf of the customer, a proxy operation page, which is a web page including at least a portion of the information displayed on the customer page and allowing access to at least some of the functions of the customer page, is generated and provided to the sales terminal device. This allows the sales representative to use at least some of the functions of the customer page (such as a quote creation function or a product purchase function) through proxy operation during online or face-to-face business negotiations with the customer while showing the customer the proxy operation page including at least a portion of the information displayed on the customer page. This makes it easier for customers who are unfamiliar with computer operations or who find computer operations troublesome to use e-commerce.

[0010] A second aspect of the present invention is a program including instructions for causing an information processing device to perform processing related to electronic commerce, the processing performed by the information processing device in accordance with the instructions including a customer page generation step of generating a customer page, which is a dedicated web page for use by a single customer in electronic commerce transactions, in response to a request from a customer terminal device operated by the single customer, and providing the customer page to the requesting customer terminal device; and a customer page generation step of generating a dedicated web page for use by a single sales representative in sales activities toward customers, in response to a request from a sales terminal device operated by the single sales representative, for selecting a single customer from a plurality of customers handled by the single sales representative, and inputting instructions to perform operations on the customer page of the selected customer on behalf of the single sales representative. and a proxy operation page generation process, when a sales representative inputs an instruction to operate on the customer page of a customer for which he is in charge on behalf of the customer, by operating the first page element on a sales terminal device that displays the sales page, generating a proxy operation page, which is a web page that includes at least a portion of the information displayed on the customer page of the customer and allows use of at least a portion of the functions of the customer page, and providing the proxy operation page to the sales terminal device.

[0011] A third aspect of the present invention is an information processing device for performing processing related to electronic commerce, the information processing device having a processing unit and a storage unit storing instructions to be executed by the processing unit, wherein the processing performed by the processing unit in accordance with the instructions comprises a customer page generating step of generating a customer page, which is a dedicated web page for use by a single customer in electronic commerce transactions, in response to a request from a customer terminal device operated by the single customer, and providing the customer page to the requesting customer terminal device; and a customer page generating step of generating a dedicated web page for use by a single sales representative in sales activities with customers, in response to a request from a sales terminal device operated by the single sales representative, selecting one customer from a plurality of customers handled by the single sales representative, and providing the selected customer's customer page to the requesting customer terminal device. The information processing device has a sales page generation process that generates a sales page, which is a web page including a first page element for inputting an instruction to perform an operation on behalf of a customer, and provides the generated sales page to the requesting sales terminal device; and a proxy operation page generation process that, when the first page element is operated on a sales terminal device displaying the sales page, inputs an instruction from a sales representative to perform an operation on the customer page of a customer for which the sales representative is responsible on behalf of the customer, generates a proxy operation page, which is a web page including at least a portion of the information displayed on the customer page of the customer and which allows use of at least a portion of the functions of the customer page, and provides the generated proxy operation page to the sales terminal device.

[0012] A fourth aspect of the present invention is an information processing device for processing related to electronic commerce, comprising: a customer page generating means for generating a customer page, which is a dedicated web page for use by a single customer in electronic commerce in response to a request from a customer terminal device operated by the single customer, and providing the customer page to the requesting customer terminal device; and a web page for selecting a single customer from a plurality of customers handled by the single sales representative and inputting instructions to perform operations on the customer page of the selected customer on behalf of the single sales representative, which is a dedicated web page for use by the single sales representative in sales activities with the single sales representative in response to a request from a sales terminal device operated by the single sales representative, the web page including a first page element. and a proxy operation page generation means for generating a proxy operation page, which is a web page that includes at least a portion of the information displayed on the customer page of a customer and that allows use of at least a portion of the functions of the customer page, and providing the proxy operation page to the sales terminal device that made the request, when a first page element is operated on a sales terminal device that displays the sales page, and an instruction is input by a sales representative to perform operations on the customer page of the customer that the sales representative is responsible for on behalf of the customer. [Effects of the Invention]

[0013] According to the present invention, it is possible to provide a method, a program and an information processing device for performing electronic commerce processing in a manner that is easy to use even for customers who are unfamiliar with operating a computer or who find operation troublesome. [Brief explanation of the drawings]

[0014] [Figure 1] FIG. 1 is a diagram showing an example of the configuration of a system according to this embodiment. [Figure 2] FIG. 2 is a flowchart illustrating an example of processing related to display settings for a customer page. [Figure 3] FIG. 3 is a diagram showing an example of a customer page. [Figure 4] FIG. 4 is a diagram showing an example of a sales page for setting content to be displayed on a customer page. [Figure 5] FIG. 5 is a flowchart illustrating an example of a process for creating an estimate and changing an estimated amount. [Figure 6] FIG. 6 is a diagram showing an example of a sales page for changing the estimated amount. [Figure 7] FIG. 7 is a flowchart for explaining an example of a process for executing an order process and notifying the sales terminal device. [Figure 8] FIG. 8 is a flowchart illustrating an example of a process for accepting an inquiry from a customer and a process for notifying the customer of a response to the inquiry. [Figure 9] FIG. 9 is a diagram showing an example of a sales page for inputting responses to customer inquiries. [Figure 10] FIG. 10 is a diagram showing an example of a web page for an administrator that displays inquiries from customers. [Figure 11] FIG. 11 is a flowchart illustrating an example of a process for creating a quotation and ordering a product on the proxy operation page. [Figure 12] FIG. 12 is a diagram showing an example of a sales page that instructs proxy operations on a customer page. [Figure 13] FIG. 13 is a diagram showing an example of the proxy operation page. [Figure 14] FIG. 14 is a flowchart illustrating an example of a process for changing an estimated price on the proxy operation page. [Figure 15] FIG. 15 is a diagram showing an example of a proxy operation page that allows the estimated amount to be changed. [Figure 16] FIG. 16 is a flowchart illustrating an example of a process for inputting a response to an inquiry on the proxy operation page. [Figure 17] FIG. 17 is a diagram showing an example of a proxy operation page on which a response to an inquiry can be input. [Figure 18] FIG. 18 is a flowchart for explaining an example of a process for setting display content of a customer page on a proxy operation page. [Figure 19] FIG. 19 is a diagram showing an example of a proxy operation page that allows the setting of content to be displayed on the customer page. DETAILED DESCRIPTION OF THE INVENTION

[0015] Fig. 1 is a diagram showing an example of the configuration of a system according to this embodiment. The system shown in the example of Fig. 1 includes an information processing device 1 capable of communicating via a communication network 9 such as the Internet, a customer terminal device 3, a sales terminal device 4, and a manager terminal device 5. The information processing device 1 is an example of an information processing device of the present invention. The customer terminal device 3 is an example of the customer terminal device of the present invention. The sales terminal device 4 is an example of the sales terminal device of the present invention.

[0016] In the system shown in Fig. 1, the information processing device 1 is an e-commerce site, the customer terminal device 3 is a device of a customer who accesses the e-commerce site to purchase a product, and the sales terminal device 4 is a device operated by a sales representative who sells to customers who use the e-commerce site.

[0017] A dedicated web page (customer page) is provided to the customer terminal device 3 for use by customers in e-commerce transactions. A dedicated web page (sales page) is provided to the sales terminal device 4 for use by sales representatives in sales activities with customers. On the sales page, the sales representative can set sales content (recommended products, etc.) to be displayed on the customer page, check quotations created on the customer page, change the estimated amount on the quotation, check inquiries from customers, enter responses to inquiries, etc.

[0018] In addition, a proxy operation page is provided on the sales terminal device 4 as a web page that enables a sales representative to perform operations on the customer page on behalf of the customer. The proxy operation page allows the sales representative to use at least some of the functions of the customer page, and at least some of the operations that the customer would perform on the customer page (creating a quote, ordering products, etc.) can be performed by the sales representative on the proxy operation page. Furthermore, because the proxy operation page contains at least some of the information displayed on the customer page, it is possible to clearly explain to the customer how to operate the customer page while showing the proxy operation page to the customer during online or face-to-face business negotiations.

[0019] In addition, the term "goods" as used in this specification broadly refers to anything that can be bought and sold, and is not limited to goods (products, etc.), but also includes, for example, services, rights (securities, etc.), information, content, etc.

[0020] [Information processing device 1] The information processing device 1 is a device that functions as an e-commerce site, and performs various processes related to e-commerce, such as providing information about products, accepting orders, making payments, and arranging for product delivery. The information processing device 1 also performs processes to support sales representatives in their sales of the e-commerce site, such as providing the sales representatives with information such as customer quote history, order history, and inquiry history, inputting the sales representatives' responses to customer inquiries, allowing the sales representatives to set sales content to be displayed on the customer page, and having the sales representatives perform operations on behalf of the customer.

[0021] For example, the information processing device 1 includes one or more computers. The information processing device 1 shown in the example of FIG.

[0022] The communication unit 11 communicates with other devices (customer terminal device 3, sales terminal device 4, manager terminal device 5, etc.) via the communication network 9. The communication unit 11 includes a device (network interface card, etc.) that communicates in accordance with a predetermined communication standard such as Ethernet (registered trademark) or wireless LAN.

[0023] The storage unit 12 stores one or more programs 121 including instructions to be executed by the processing unit 13, data temporarily saved during processing by the processing unit 13, data used in processing by the processing unit 13, data obtained as a result of processing by the processing unit 13, etc. The storage unit 12 may include, for example, a main storage device (RAM, ROM, etc.) and an auxiliary storage device (flash memory, SSD, hard disk, memory card, optical disk, etc.). The storage unit 12 may be composed of one storage device or multiple storage devices. When the storage unit 12 is composed of multiple storage devices, each storage device is connected to the processing unit 13 via a computer bus or any other communication means.

[0024] The processing unit 13 controls the overall operation of the information processing device 1 and executes predetermined information processing. The processing unit 13 includes, for example, one or more processors (such as a central processing unit (CPU), a micro-processing unit (MPU), a digital signal processor (DSP), a graphics processing unit (GPU), or a neural network processing unit (NPU)) that perform processing according to instructions in one or more programs 121 stored in the storage unit 12. The processing unit 13 operates as one or more computers by the one or more processors executing instructions in one or more programs 121 stored in the storage unit 12. The information processing device 1 may include multiple computers, and at least a part of the processing according to this embodiment may be executed by the multiple computers in cooperation with each other.

[0025] The processing unit 13 may include one or more dedicated hardware (such as an application specific integrated circuit (ASIC) or a field-programmable gate array (FPGA)) configured to realize a specific function. The processing unit 13 may execute all of the processes described in this embodiment on a computer, or may execute some of the processes on a computer and some of the dedicated hardware, or may execute all of the processes on dedicated hardware.

[0026] The program 121 may be recorded, for example, on a computer-readable recording medium (such as an optical disc, a memory card, a USB memory, or other non-transitory tangible medium). The processing unit 13 may read at least a portion of the one or more programs 121 recorded on such a recording medium using a recording medium reading device (such as an optical disc device) or an interface device (such as a USB interface), not shown, and write the read program into the storage unit 12. Alternatively, the processing unit 13 may download at least a portion of the one or more programs 121 from another device connected to the communication network 9 via the communication unit 11, and write the downloaded program into the storage unit 12. The one or more programs 121 include instructions that cause the processing unit 13 to perform at least a portion of the processing according to this embodiment, which will be described later.

[0027] [Storage device 2] The storage device 2 stores various information used in the processing of the information processing device 1. The information processing device 1 and the storage device 2 can communicate via any communication path (such as a LAN, a dedicated line network, or the Internet). For example, the storage device 2 may be included in a file server, database server, or cloud server that accepts access from multiple devices, or may be a dedicated storage device accessible only to the information processing device 1. In the example of FIG. 1, the storage device 2 stores a customer database 21, a product database 22, a quote database 23, an order history database 24, a sales representative database 25, an inquiry database 26, and a sales content database 27. In the following description, database may be abbreviated to "DB."

[0028] The customer DB 21 includes a plurality of pieces of customer information relating to customers who use the electronic commerce site of the information processing device 1. Each piece of customer information includes information about one customer. For example, each piece of customer information includes at least some of the following information: Information that identifies individual customers (customer ID) Customer Personal Information (Example) Name, address, email address, phone number, age, gender, etc. Information about the organization (company, etc.) to which the customer belongs Information about the delivery address of the product (Example) Name of delivery recipient, delivery address Information indicating the sales representative in charge of the customer (sales representative ID)

[0029] The product DB 22 includes multiple pieces of product information related to products traded on the e-commerce site of the information processing device 1. Each piece of product information includes information about one product. For example, each piece of product information includes at least some of the following information: -Information that identifies each individual product (product ID) Product name and model number Information about the product manufacturer and provider Information about product classification Product price Product volume Product images and descriptions

[0030] The quotation DB 23 includes multiple pieces of quotation information related to products traded on the e-commerce site. Each piece of quotation information includes information related to a quotation issued to a customer. Each piece of quotation information includes, for example, at least some of the following information: - Information that identifies each quotation (quote ID) Customer ID indicating the customer to whom the quote was issued - Quotation creation date, expiration date Product ID and quantity indicating the product to be quoted Estimated price for each item Discount amount

[0031] The order history DB 24 includes multiple pieces of order history information related to the product ordering history of customers. Each piece of order history information includes information about one product order placed by one customer. Each piece of order history information includes, for example, at least some of the following information: Information that identifies each order (order ID) Date and time of the order Customer ID indicating the customer who placed the order Quote ID if the order was placed based on a quote Product ID indicating the ordered product Information about the delivery address of the product - The date and time when the product was delivered Order status (Example) Item is waiting for arrival, delivery arranged, in transit, delivery completed, return accepted, returned

[0032] The sales representative DB 25 includes a plurality of pieces of sales representative information relating to a plurality of sales representatives who each conduct sales to customers. Each piece of sales representative information includes information about one sales representative. For example, each piece of sales representative information includes at least some of the following information: Information that identifies individual sales representatives (sales representative ID) Salesperson's name Sales representative's affiliation Sales representative position

[0033] The inquiry DB 26 includes a plurality of pieces of inquiry information related to inquiries from customers. Each piece of inquiry information includes information about an inquiry from a customer and information about an answer from a sales representative to that inquiry. Each piece of inquiry information includes, for example, at least some of the following information: Information that identifies each inquiry (inquiry ID) Customer ID indicating the customer who made the inquiry Date and time of inquiry Content of inquiry - In the case of a follow-up inquiry following a response from a sales representative, the inquiry ID of the inquiry information including the response Information about the respondent to the inquiry (sales representative ID indicating the sales representative, administrator ID indicating the administrator) Date and time of response Answer content · Enquiry status (Example) Unanswered, Answered

[0034] The sales content DB 27 includes multiple pieces of content information related to sales content to be displayed on the customer page. Each piece of content information includes information about a piece of content created by a sales representative. Each piece of content information includes, for example, at least one of the following pieces of information: Salesperson ID indicating the salesperson who created the content - Content registration and update dates -Content display period (start date, end date) · Content title text, title image Content description One or more product IDs that represent featured products and the order in which they are sorted on the customer page Image and document files to be displayed as content The address of the web page to display as content - Display status of content on customer pages (show / hide) A customer ID that indicates which customer page displays the content

[0035] [Customer terminal device 3] The customer terminal device 3 is a device operated by a customer who orders a product on the e-commerce site of the information processing device 1, and is, for example, a device equipped with information communication functions, such as a personal computer, tablet, or smartphone. The customer terminal device 3 accesses the information processing device 1 in accordance with the customer's operation, displays a web page (customer page) provided by the information processing device 1, and inputs various instructions from the customer (such as instructions to search for a product, instructions to add a product to a shopping cart, instructions to order a product from the shopping cart, etc.) and transmits them to the information processing device 1. For example, the customer terminal device 3 communicates with the information processing device 1 and displays the web page using an arbitrary web browser.

[0036] The customer terminal device 3 has a communication unit, a memory unit, and a processing unit similar to the communication unit 11, the memory unit 12, and the processing unit 13 of the information processing device 1 shown in Figure 1, as well as an input unit (touch panel, touchpad, keyboard, mouse, buttons, switches, microphone, camera, etc.) for inputting customer instructions and other information, and a display unit (liquid crystal display, organic EL display, etc.) for displaying images.

[0037] [Sales terminal device 4] The sales terminal device 4 is a device operated by a sales representative who sells to customers who use e-commerce, and is, for example, a device equipped with information and communication functions, such as a personal computer, tablet, or smartphone. The sales terminal device 4 accesses the information processing device 1 in accordance with the sales representative's operation, displays web pages (sales pages, proxy operation pages) provided by the information processing device 1, and inputs various instructions from the sales representative (such as input of responses to customer inquiries, display settings for the customer page, and modification of estimated amounts) and transmits them to the information processing device 1. For example, the sales terminal device 4 communicates with the information processing device 1 and displays web pages using an arbitrary web browser. The sales terminal device 4 has a configuration similar to that of the customer terminal device 3 described above, for example.

[0038] [Administrator terminal device 5] The administrator terminal device 5 is a device operated by the administrator of the information processing device 1, and is, for example, a device equipped with an information communication function, such as a personal computer, tablet, or smartphone. The administrator terminal device 5 displays various information (information about transactions on the e-commerce site, information about sales activities of sales representatives, etc.) on a web page for the administrator provided by the information processing device 1, and also inputs various instructions from the administrator and transmits them to the information processing device 1. For example, the administrator terminal device 5 communicates with the information processing device 1 and displays web pages using an arbitrary web browser. The administrator terminal device 5 has a configuration similar to that of the customer terminal device 3 described above, for example.

[0039] Next, the processing performed in the system having the above-described configuration shown in FIG. 1 will be described.

[0040] ≪1≫ Processing related to setting sales content to be displayed on customer pages FIG. 2 is a flowchart illustrating an example of processing related to display settings for a customer page in the system shown in FIG. Steps ST155 and ST160 are an example of a customer page generation process of the present invention. Step ST125 is an example of a second content setting step of the present invention.

[0041] The sales terminal device 4 accesses the information processing device 1 in accordance with the sales representative's operation and sends a login request to the information processing device 1 for a sales page (ST100). The information processing device 1 verifies whether the sales representative is a registered sales representative based on the authentication information (ID, password, etc.) included in the login request received from the sales terminal device 4. If the information processing device 1 authenticates that the sales representative is a registered sales representative, it generates a sales page for the sales representative (ST105) and provides it to the sales terminal device 4 (ST110). The sales terminal device 4 displays the provided sales page (ST115).

[0042] The sales terminal device 4 inputs an instruction to the information processing device 1 to set sales content to be displayed on one or more customer pages in accordance with the operation of the sales representative on the logged-in sales page (ST120). In response to the instruction input from the sales terminal device 4, the information processing device 1 generates content information specifying the content (recommended products, estimates, etc.) to be displayed on the customer page, and registers it in the sales content DB 27 (ST125).

[0043] The customer terminal device 3 accesses the information processing device 1 in accordance with the customer's operation and transmits a login request to the information processing device 1 for the customer page (ST150). The information processing device 1 verifies whether the customer is a registered customer based on the authentication information (ID, password, etc.) included in the login request received from the customer terminal device 3. If the information processing device 1 authenticates that the customer is a registered customer, it generates a customer page including sales content based on content information registered in the sales content DB 27 for that customer (ST155) and provides it to the customer terminal device 3 (ST160). The information processing device 1 displays the provided customer page (ST165).

[0044] When an instruction to select one recommended product listed in the sales content of the customer page is input to the customer terminal device 3 (ST170), the information processing device 1 generates a product page including detailed information of the selected recommended product (ST175) and provides it to the customer terminal device 3 (ST180). The customer terminal device 3 displays the product page of the provided recommended product (ST185).

[0045] FIG. 3 is a diagram showing an example of a customer page. Customer page A-1 shown in FIG. 3 includes area A7, which displays recommended products set by a sales representative as sales content. In the example of FIG. 3, area A7 lists four recommended products. Area A7 also contains buttons for each product that are operated when purchasing the recommended product. Elements that make up a web page, such as these buttons, may be referred to as "page elements" in this specification.

[0046] Customer page A-1 includes area A8, which displays information about the sales representatives assigned to the customer. In the example of FIG. 3, area A8 displays information about two sales representatives. Area A8 also contains page element A11, which is operated when making an inquiry to a sales representative. When page element A11 is operated, a window for sending an email to the sales representative, for example, is displayed.

[0047] Customer page A-1 also includes an area A9 that displays the latest inquiry from the customer, and an area A10 that displays a list of past inquiries. Area A9 contains a page element A12 for the customer to input an inquiry when making an additional inquiry to the sales representative, and a page element A13 that is operated when sending the input inquiry to the sales representative. Area A10 contains a page element A14 that is operated when selecting any one of the list of past inquiries and displaying details, and a page element A15 that is operated when making a new inquiry.

[0048] On customer page A-1, above area A7 are arranged page element A1, which is operated when returning from a web page displaying products etc. to the top of the customer-only web page, page element A2, which is operated when moving to a web page displaying order history, and page element A3, which is operated when moving to a shopping cart web page where the customer places products to be purchased. Also, on the side of area A7 on customer page A-1, are arranged page element A4, which is operated when searching for a desired product based on search keywords, and page elements A5 and A6, which are operated when searching for a desired product based on product classification.

[0049] FIG. 4 is a diagram showing an example of a sales page for setting sales content to be displayed on a customer page. Sales page B-1 shown in FIG. 4 is a web page for registering settings for sales content to be displayed on a customer page (hereinafter, sometimes referred to as "content display settings"). A sales representative registers one content display setting on this sales page B-1. A sales representative can register two or more content display settings.

[0050] 4, sales page B-1 includes an area B5 for inputting various information related to the content display settings (such as the name of the content display setting, the start and end dates for displaying the content, the priority of the content display setting, an image to be displayed at the beginning of the content, and comments). Area B5 contains a page element B9 that is operated to enable the settings entered in this area (to change the settings being registered).

[0051] Sales page B-1 also includes area B6 for specifying individual content. Area B6 contains page elements for entering a title, a page element for entering a description of the content, a page element for entering recommended products to be displayed as content and their order, a page element for entering image and text files to be displayed as content, a page element for entering the address of a web page to be displayed as content, and a page element for setting the display status (display / hide) of content on the customer page. Area B6 also contains page element B10, which is operated to activate the settings entered in this area (change the settings currently being registered), and page element B11, which is operated to delete the settings entered in this area. Below area B6, page element B12, which is operated to enter new content display settings, is located.

[0052] Furthermore, sales page B-1 includes area B7, which displays information about customers (target customers) whose content is displayed on the customer page based on the content display settings in areas B5 and B6. Area B7 includes a customer code (e.g., customer ID) and customer name as customer information. Above area B7, page element B13 is located, which is operated to add or delete target customers displayed in area B7. Below area B7, page element B14 is located, which is operated to return to a web page showing a list of content display settings, and page element B15 is located, which is operated to delete content display settings entered in areas B5 and B6.

[0053] On sales page B-1, above area B5, page element B8 is located, which is operated when checking the content displayed on the customer page based on the content display settings in areas B5 and B6. When page element B8 is operated, a webpage is displayed for checking the display mode of the content based on the content display settings in areas B5 and B6.

[0054] On sales page B-1, next to area B5, page element B2 is placed, which is operated when using other functions on the sales page. Area B1 at the top of sales page B-1 displays the name of the sales representative who is using the sales page (logged in to the sales page). Next to the sales representative's name, page element B3 is placed, which is operated when the sales representative ends use of the sales page (logs out of the sales page).

[0055] 2, the information processing device 1 generates, for example, sales page B-1 shown in FIG. 4 and provides it to the sales terminal device 4. In step ST115, the sales terminal device 4 displays the sales page B-1 provided by the information processing device 1, and in step ST120, transmits the content display settings entered in areas B5 and B6 of the sales page B-1 to the information processing device 1. In step ST125, the information processing device 1 generates content information based on the content display settings received from the sales terminal device 4 and registers it in the sales content DB 27.

[0056] 2, the information processing device 1 generates, for example, a customer page A-1 shown in FIG. 3 based on the content information in the sales content DB 27, and provides the generated page to the customer terminal device 3. In step ST165, the customer terminal device 3 displays the customer page A-1 provided by the information processing device 1. When a customer instructs the customer to display a web page of one recommended product to be displayed as sales content in area A7 of the customer page A-1, the customer terminal device 3 requests the information processing device 1 to provide the web page of the recommended product instructed by the customer in step ST170.

[0057] In this manner, the information processing device 1 according to this embodiment generates a customer page for a customer, including sales content, based on the content information registered in the sales content DB 27 for that customer (ST155). Furthermore, when an instruction to set sales content to be displayed on one or more customer pages is input from the sales terminal device 4, the information processing device 1 generates content information for the one or more customers in response to the instruction and registers it in the sales content DB 27 (ST125). This allows sales representatives to use web pages (customer pages) within the e-commerce site as a means of sales activities toward customers using the e-commerce site, rather than traditional means outside the e-commerce site, such as email or telephone. This allows for more direct customer urging while using the e-commerce site to purchase products. Furthermore, because the results of sales activities toward customers on the customer page are stored as content information in the storage device 2, the results of sales activities by individual sales representatives can be collected and managed in the storage device 2.

[0058] <2> Processing of quotations FIG. 5 is a flowchart illustrating an example of a process for creating an estimate and changing an estimated amount. Step ST220 is an example of a new estimate notification step of the present invention.

[0059] The customer terminal device 3 sends a request for creating a quotation for the products specified by the customer to the information processing device 1 in accordance with the customer's operation on the customer page (ST200). In response to the quotation creation request received from the customer terminal device 3, the information processing device 1 generates quotation information according to the products specified by the customer and their quantities, and registers it in the quotation DB 23 (ST205).

[0060] When the information processing device 1 generates new quotation information for a customer and registers it in the quotation DB 23 (ST205), it sends a notification to the customer's contact information (email address, etc.) to notify that a new quotation has been issued for that customer (ST210). The customer terminal device 3 receives the quotation issuance notification sent from the information processing device 1 (ST215).

[0061] Furthermore, when the information processing device 1 generates new quotation information for a customer and registers it in the quotation DB 23 (ST205), it sends a notification to a predetermined contact point (email address, etc.) of the sales representative in charge of that customer to notify them that a new quotation has been issued for that customer (ST220). The sales terminal device 4 receives the quotation issuance notification sent from the information processing device 1 (ST225).

[0062] In accordance with the customer's operation on the customer page, the customer terminal device 3 requests the information processing device 1 for a customer page including the contents of the quotation issued for that customer (ST230). In response to the request from the customer terminal device 3, the information processing device 1 generates a customer page including the contents of the quotation specified by the customer (ST235) and provides it to the customer terminal device 3 (ST240). The customer terminal device 3 displays the customer page provided by the information processing device 1 (ST245).

[0063] In this way, in the information processing device 1 according to the present embodiment, when a quotation is created in response to a request from a customer, a notification that a new quotation has been issued to the customer is sent to a predetermined contact point (such as an email address) of the sales representative in charge of the customer. This allows the sales representative to quickly grasp the customer's situation and avoid missing sales opportunities.

[0064] In accordance with the sales representative's operation on the sales page, sales terminal device 4 requests information processing device 1 for a sales page including the contents of a quotation issued to a customer for which the sales representative is in charge (ST250). In response to the request from sales terminal device 4, information processing device 1 generates a sales page including the contents of the quotation specified by the sales representative (ST255) and provides it to sales terminal device 4 (ST260). Sales terminal device 4 displays the sales page provided by information processing device 1 (ST265).

[0065] The sales terminal device 4 sends an instruction to change the estimated amount of one issued estimate to the information processing device 1 in accordance with the sales representative's operation on the sales page including the contents of the estimate (ST270). In response to the instruction received from the sales terminal device 4, the information processing device 1 generates estimate information for a new estimate in which the estimated amount of the previous estimate has been changed, and registers this in the estimate DB 23 (ST275). When the information processing device 1 issues a new estimate in which the estimated amount has been changed to a customer, it sends a notification to the customer's contact information (email address, etc.) to notify them of the issuance of the new estimate (ST280). The customer terminal device 3 receives the notification of the issuance of the estimate sent from the information processing device 1 (ST285).

[0066] Figure 6 shows an example of a sales page for changing the estimated amount. Sales page B-2 shown in Figure 6 includes the contents of a single quotation prepared for a single customer by a single sales representative.

[0067] 6, sales page B-2 includes an area B20 that displays information about a single quotation. Area B20 displays the quotation number (e.g., quotation ID), quotation creation date and time, quotation expiration date, processing status, purchase order number, customer information, customer organization information, orderer information, product name / unit price / quantity, total product price, total handling fee, total shipping fee, excluding tax, discount, payment method, and total order amount.

[0068] In the discount item field in the area B20, a page element B21 is placed which is operated when the salesperson inputs the discount amount.

[0069] Below area B20 is placed page element B22, which is operated when recalculating the total order amount including the discount amount entered using page element B21. Above area B20 is placed page element B23, which is operated when creating a document file of a quote (a PDF file in the example of FIG. 6) based on the information displayed in area B20.

[0070] Further below page element B22 in area B20 are page element B24, which is operated when the sales representative returns to a web page showing a list of quotations issued to the customers he or she is responsible for, and page element B25, which is operated when registering a new quotation based on the information displayed in area B20.

[0071] 4. The sales page B-2 shown in FIG. 6 has the same area B1 and page elements B2 to B3 as the sales page B-1 shown in FIG.

[0072] In steps ST255 and ST260 of FIG. 5, the information processing device 1 generates, for example, sales page B-2 shown in FIG. 6 based on the quotation information and provides it to the sales terminal device 4. In step ST265, the sales terminal device 4 displays the sales page B-2 provided by the information processing device 1. When the discount amount for the quotation is input using page element B21 and page element B25 is operated to register a new quotation with the quotation amount changed due to this discount, the sales terminal device 4 transmits an instruction to change the quotation amount to the information processing device 1 in step ST270. In step ST275, the information processing device 1 generates new quotation information with the quotation amount changed in accordance with the instruction from the sales terminal device 4 and registers it in the quotation DB23.

[0073] In this manner, in the information processing device 1 according to the present embodiment, in response to a request from the sales terminal device 4 operated by a sales representative, a sales page including the contents of a quotation issued to a customer for which the sales representative is responsible is generated and provided to the requesting sales terminal device 4. On this sales page, the sales representative can check the quotation issued to the customer for which the sales representative is responsible. Furthermore, in the information processing device 1, when an instruction to change the estimated amount of an issued quotation is input from the sales terminal device 4, quotation information for a new quotation that changes the estimated amount of the issued quotation in response to the instruction is generated and stored in the storage device 2 (registered in the quotation DB 23). This allows the sales representative to change the estimated amount of an issued quotation with a simple operation, enabling the sales representative to smoothly change the estimated amount (such as by discounting) without missing an opportunity during the course of business negotiations with the customer, thereby increasing the probability of closing a deal.

[0074] When changing the estimated amount in the processing of step ST275 of FIG. 5, the information processing device 1 may limit the scope of the change to the estimated amount based on predetermined conditions. For example, when a command to change the estimated amount is input from the sales terminal device 4 operated by a sales representative, the information processing device 1 determines whether the requested change to the estimated amount (e.g., a change to the estimated amount by a discount) satisfies predetermined conditions set for the sales representative (e.g., conditions determined according to the sales representative's position). The predetermined conditions include, for example, at least one of an upper limit on the discount amount and an upper limit on the discount rate. If the information processing device 1 determines that the requested change to the estimated amount does not satisfy the predetermined conditions, it does not change the requested estimated amount. In this case, for example, the information processing device 1 transmits a response to the sales terminal device 4 indicating that the change to the estimated amount is not permitted. This prevents the sales representative from making excessive changes to the estimated amount (discounts).

[0075] <3> Processing orders FIG. 7 is a flowchart for explaining an example of a process for executing an order process and notifying the sales terminal device. Step ST335 is an example of a new order notification step of the present invention.

[0076] The customer terminal device 3 sends an instruction to the information processing device 1 to add the product specified by the customer to the shopping cart in accordance with the customer's operation on the customer page (ST300). The information processing device 1 adds the product to the customer's shopping cart in response to the instruction received from the customer terminal device 3 (ST305).

[0077] When an instruction is input from the customer terminal device 3 requesting the execution of an order for the product placed in the shopping cart, (ST310), the information processing device 1 performs processing related to the product order (payment processing, processing to arrange for product shipment, etc.) (ST315). When the product order is completed, the information processing device 1 generates order history information for the completed order and registers it in the order history DB 24 (ST320). The information processing device 1 sends a notification that the order has been completed to the customer terminal device 3 of that customer (ST325), and the customer terminal device 3 receives the notification of order completion sent from the information processing device 1 (ST330).

[0078] Furthermore, when the information processing device 1 registers order history information relating to a new order placed by a customer in the order history DB 24 (ST320), it sends a notification to a predetermined contact address (e.g., the email address of the sales representative) of the sales representative in charge of that customer to notify that the new order has been placed by that customer (ST335). The sales terminal device 4 receives the notification of the new order sent from the information processing device 1 (ST340).

[0079] Sales terminal device 4 requests a sales page including the customer's order history from information processing device 1 in accordance with the sales representative's operation on the sales page (ST345). In response to the request from sales terminal device 4, information processing device 1 generates a sales page including the customer's order history specified by the sales representative (ST350) and provides it to sales terminal device 4 (ST355). Sales terminal device 4 displays the sales page provided by information processing device 1 (ST360). The sales representative can check new orders placed by customers on this sales page.

[0080] In this way, in the information processing device 1 according to the present embodiment, when a customer places a new order, a notification informing the customer of the new order is sent to a predetermined contact point (such as an email address) of the sales representative in charge of the customer. This allows the sales representative to quickly grasp the customer's situation and avoid missing sales opportunities.

[0081] <4> Processing customer inquiries FIG. 8 is a flowchart illustrating an example of a process for accepting an inquiry from a customer and a process for notifying the customer of a response to the inquiry. Step ST405 is an example of the inquiry processing step of the present invention. Step ST455 is an example of a second response processing step of the present invention.

[0082] The customer terminal device 3 inputs an inquiry from the customer to the information processing device 1 in accordance with the customer's operation on the customer page (ST400). When the information processing device 1 inputs a customer inquiry from the customer terminal device 3, it generates inquiry information including the input inquiry and registers it in the inquiry DB 26 (ST405). For example, when a customer inputs an inquiry, the information processing device 1 generates new inquiry information including a customer ID indicating the customer, the date and time the inquiry was input, and the content of the inquiry, with the answer status set to "unanswered," and registers this in the inquiry DB 26. When a follow-up inquiry is input in response to the answer from the sales representative, the information processing device 1 generates inquiry information so as to include the inquiry ID of the inquiry information corresponding to the answer.

[0083] When the information processing device 1 registers an inquiry from a customer in the inquiry DB 26, it sends a notification to the predetermined contact address (email address, etc.) of the administrator and the predetermined contact address (email address, etc.) of the sales representative in charge of the customer, respectively, notifying them of the receipt of the inquiry from the customer (ST410, ST420). The administrator terminal device 5 and the sales terminal device 4 each receive the notification of the inquiry sent from the information processing device 1 (ST415, ST425).

[0084] In accordance with the sales representative's operation on the sales page, the sales terminal device 4 requests the information processing device 1 for a sales page including a history of inquiries from customers for whom the sales representative is responsible (ST430). In response to the request from the sales terminal device 4, the information processing device 1 generates a sales page including a history of inquiries from the customers for whom the sales representative is responsible, based on inquiry information registered in the inquiry DB 26 (ST435), and provides the sales terminal device 4 (ST440). The sales terminal device 4 displays the sales page provided by the information processing device 1 (ST445). On this sales page, the sales representative can check inquiries from customers notified by email or the like.

[0085] The sales terminal device 4 inputs a response to the inquiry into the information processing device 1 in accordance with the operation of the sales representative who confirmed the content of the inquiry on the sales page (ST450). When the information processing device 1 inputs the sales representative's response to a customer's inquiry from the sales terminal device 4, it generates inquiry information for the customer including the input response and registers it in the inquiry DB 26 (ST455). For example, when the information processing device 1 inputs a response to an inquiry specified by an inquiry ID, it identifies the inquiry information corresponding to the inquiry ID in the inquiry DB 26, adds the sales representative ID indicating the answerer, the date and time the response was input, and the content of the response to the identified inquiry information, and sets the status of the response to "answered."

[0086] When the information processing device 1 registers the sales representative's response to a customer's inquiry in the inquiry DB 26, it sends a notification to the customer's contact information (email address, etc.) and the administrator's predetermined contact information (email address, etc.) to notify them that the sales representative has responded to the customer's inquiry (ST460, ST470). The customer terminal device 3 and the administrator terminal device 5 each receive the notification of the response sent from the information processing device 1 (ST465, ST475).

[0087] 9 is a diagram showing an example of a sales page for inputting a response to an inquiry from a customer. Sales page B-3 shown in FIG. 9 is an example of a web page including content related to an inquiry from a customer.

[0088] 9, sales page B-3 includes an area B30 that displays information about a single inquiry. Area B30 displays the subject of the inquiry, the inquiry's management number (e.g., inquiry ID), the name of the organization to which the customer belongs, the customer's name, the customer's contact information (phone number, email address), the order ID if the inquiry is about an order, the product name if the inquiry is about a product, the inquiry category, and the inquiry status.

[0089] In the inquiry status column in area B30, a page element B33 is arranged, which is operated when the sales representative sets the inquiry status. Below area B30, a page element B34 is arranged, which is operated when the inquiry status set by page element B33 is registered in inquiry DB 26 (set in inquiry information).

[0090] Sales page B-3 shown in FIG. 9 includes an area B31 that displays the content of a customer inquiry and the sales representative's response to that inquiry. In the example of FIG. 9, a column for displaying the subject and content of the inquiry is provided above area B31, and below that column is a column B32 for inputting the response to the inquiry. Column B32 displays the name of the sales representative who will respond, the response category, the customer's email address, the title of the email to be sent to the customer, and the content of the response to be written in the body of the email. In the response category column of column B32, a page element B35 that is operated when the sales representative sets the response category is placed. In addition, in the response content column of column B32, a page element B36 that is operated when the sales representative enters the content of the response is placed.

[0091] Below the column B32 in the area B31, a page element B37 is arranged, which is operated when the answer entered in the column B32 is to be sent to the information processing device 1.

[0092] 4. Furthermore, the sales page B-3 shown in FIG. 9 has the same area B1 and page elements B2 to B3 as the sales page B-1 shown in FIG.

[0093] 8, the information processing device 1 generates, for example, sales page B-3 shown in FIG. 9 based on the inquiry information and provides it to the sales terminal device 4. In step ST445, the sales terminal device 4 displays the sales page B-3 provided by the information processing device 1. When an answer is input using page element B36 in area B31 and page element B37 is operated to send this answer, the sales terminal device 4 sends the input answer to the information processing device 1 in step ST450. In step ST455, the information processing device 1 adds the answer input from the sales terminal device 4 to the inquiry information in the inquiry DB 26.

[0094] In this way, in the information processing device 1 according to this embodiment, a customer's inquiry entered on the customer page is displayed on the sales page of the sales representative in charge of that customer. This allows the customer to easily make inquiries to the sales representative. Furthermore, since the sales representative can receive inquiries from customers directly without going through an administrator, it becomes easier to respond to the inquiries smoothly.

[0095] Furthermore, in the information processing device 1 according to the present embodiment, a response to a customer inquiry entered on the sales page of a sales representative is displayed on the customer page of the customer, thereby enabling the sales representative to easily respond to the customer inquiry.

[0096] Furthermore, in the information processing device 1 according to this embodiment, when an inquiry is received from a customer, a notification informing the customer of the inquiry is sent to a predetermined contact point (such as an email address) of the sales representative in charge of the customer. This allows the sales representative to respond to the customer's inquiry promptly. Moreover, when a response is received to a customer's inquiry, a notification informing the customer of the response is sent to the customer's contact point (such as an email address), allowing the response to the inquiry to be promptly conveyed to the customer.

[0097] Next, returning to the flowchart of FIG. 8, the process when the administrator responds to an inquiry from a customer will be described.

[0098] In accordance with the administrator's operation, the administrator terminal device 5 requests the information processing device 1 for a web page for the administrator (hereinafter, may be referred to as the "administration page") that includes a history of inquiries from customers (ST500). The information processing device 1 that receives this request generates a management page that includes a history of inquiries from each customer based on the inquiry information registered in the inquiry DB 26 (ST505) and provides it to the administrator terminal device 5 (ST510). The administrator terminal device 5 displays the management page provided by the information processing device 1 (ST515). The administrator can check the inquiries from each customer on this management page.

[0099] The administrator terminal device 5 inputs a response to the inquiry into the information processing device 1 in accordance with the operation of the administrator who confirmed the content of the inquiry on the management page (ST520). When the information processing device 1 inputs the administrator's response to a customer's inquiry from the information processing device 1, it generates inquiry information for the customer including the input inquiry and registers it in the inquiry DB 26 (ST525).

[0100] When the information processing device 1 registers the administrator's response to a customer's inquiry in the inquiry DB 26, it sends a notification to the customer's contact information (email address, etc.) and to the predetermined contact information (email address, etc.) of the sales representative in charge of the customer, respectively, notifying them that the administrator has responded to the customer's inquiry (ST530, ST540). The customer terminal device 3 and the sales terminal device 4 each receive the notification of the response sent from the information processing device 1 (ST535, ST545).

[0101] Fig. 10 is a diagram showing an example of a web page for an administrator that displays an inquiry from a customer. Management page C shown in Fig. 10 shows an example of a web page that includes content related to one inquiry from a customer.

[0102] In the example of FIG. 10, the management page C includes an area C1 that displays information about one inquiry. Area C1 displays the inquiry's management number (e.g., inquiry ID), the inquiry subject, the customer number (e.g., customer ID), the customer's name, the customer's contact information (phone number, email address), the order ID in the case of an inquiry about an order, the product name and product code in the case of an inquiry about a product, the inquiry registration date, the inquiry information update date, the inquiry category, the inquiry status, and notes by the administrator. In area C1, a page element C3 that is operated by the administrator when setting a response category is placed in the inquiry category, a page element C4 that is operated by the administrator when setting the inquiry status is placed in the inquiry status field, and a page element C5 that is operated by the administrator when entering notes is placed in the administrator notes field. Below area C1, a page element C6 that is operated when the information entered by the administrator (inquiry category, inquiry status, notes) is placed in the inquiry DB 26.

[0103] 10 also includes an area C2 that displays the subject and content of the inquiry. Below area C2, a page element C7 is located that is operated by the administrator when entering a response to the inquiry.

[0104] 8, the information processing device 1 generates, for example, a management page C shown in FIG. 10 based on the inquiry information and provides it to the administrator terminal device 5. In step ST515, the administrator terminal device 5 displays the management page C provided by the information processing device 1. When page element C7 is operated on the management page C and an answer from the administrator is input on a web page for inputting answers (not shown), the administrator terminal device 5 transmits the input answer to the information processing device 1 in step ST520. In step ST525, the information processing device 1 adds the answer input from the administrator terminal device 5 to the inquiry information in the inquiry DB 26.

[0105] In this way, with the information processing device 1 according to this embodiment, both the manager and the sales representative can respond to inquiries from customers, effectively preventing oversight of an inquiry. Also, since the history of customer inquiries can be shared between the manager and the sales representative, it becomes possible to appropriately respond to various inquiries from customers.

[0106] <5> Processing related to proxy operations 5.1 Creating a quote and ordering products on the proxy operation page FIG. 11 is a flowchart illustrating an example of a process for creating a quotation and ordering a product on the proxy operation page. Steps ST610 and ST615 are an example of the business page generation process of the present invention. Steps ST630 and ST635 are an example of the proxy operation page generating step of the present invention.

[0107] The customer terminal device 3 and the sales terminal device 4 hold a video call via an arbitrary Web conferencing system (not shown). The customer and the sales representative hold online business negotiations via the video call (ST600). During the online business negotiations, the sales terminal device 4 sends a login request to a sales page to the information processing device 1 (ST605). The information processing device 1 performs authentication processing based on the authentication information (ID, password, etc.) included in the login request received from the sales terminal device 4, and if the authentication processing is successful, generates the requested sales page (ST610) and provides it to the sales terminal device 4 (ST615). The sales terminal device 4 displays the provided sales page (ST620).

[0108] The sales terminal device 4 inputs an instruction to the information processing device 1 requesting that the sales representative perform operations on the customer page used by the customer during online negotiations on behalf of the customer (proxy operation) in accordance with the sales representative's operations on the sales page (ST625). In response to the instruction input from the sales terminal device 4, the information processing device 1 generates a proxy operation page for the customer during online negotiations (ST630) and provides it to the sales terminal device 4 (ST635). The sales terminal device 4 displays the proxy operation page provided by the information processing device 1 (ST640).

[0109] A proxy operation page for a customer is a web page that allows a sales representative to perform operations on the customer page used by that customer on behalf of that customer, and includes at least some of the information displayed on that customer page, and is capable of using at least some of the functions of that customer page.

[0110] During the video call via the Web conference system, the sales terminal device 4 and the customer terminal device 3 share the screen of the proxy operation page displayed on the sales terminal device 4 (ST645). This allows the customer and the sales representative to proceed with online negotiations while viewing the same proxy operation page.

[0111] Figure 12 is a diagram showing an example of a sales page that instructs proxy operations on a customer page. Sales page B-4 shown in Figure 12 is used when a sales representative selects a customer for whom proxy operations on the customer page will be performed from among multiple customers that the sales representative is responsible for.

[0112] 12, sales page B-4 includes page element B40, which is operated when entering search criteria for searching for a target customer from among multiple customers, and page element B41, which is operated when executing a search based on the search criteria entered using page element B40. Page element B40 allows the customer's phone number, email address, name, and name of the organization to which the customer belongs to be entered as criteria for the customer to be searched for.

[0113] Sales page B-4 shown in FIG. 12 includes area B42, which displays the search results for customers obtained by operating page elements B40 and B41. Area B42 displays a list of customers found by the search. Each line of the list contains information about one customer, such as the customer's organization name, customer name, and customer contact information (telephone number, email address), and also contains page element B45, which is operated when generating a proxy operation page for that one customer. Above and below area B42, page elements B43 and B44, which are operated when specifying the display range of customer search results, are placed.

[0114] 12 has the same area B1 and page elements B2 to B3 as the sales page B-1 shown in FIG.

[0115] FIG. 13 is a diagram showing an example of a proxy operation page. Proxy operation page AX-1 shown in FIG. 13 has the same components (A1 to A15) as customer page A-1 shown in FIG. 3. In other words, proxy operation page AX-1 contains the same information as customer page A-1 and has the same functions as customer page A-1. The methods of operating proxy operation page AX-1 and customer page A-1 are almost the same. A sales representative can also perform the same operations on the proxy operation page as they can perform on the customer page.

[0116] 13, a message indicating that this is a proxy operation page ("Proxy operation in progress") is displayed in area A20 at the top of proxy operation page AX-1, and the name of the sales representative performing the proxy operation is displayed next to the message. Also, at the right end of area A20, page element A21 is placed, which is operated when the proxy operation is to be ended (the proxy operation page is to be closed).

[0117] The information processing device 1 generates a sales page B-4 shown in Fig. 12 and provides it to the sales terminal device 4. The sales page B-4 includes a page element B45 for selecting one customer from multiple customers and inputting an instruction to perform operations on the selected customer's customer page on their behalf. In step ST625 of Fig. 11, the sales terminal device 4 inputs an instruction to the information processing device 1 to perform a proxy operation for the one customer selected by the page element B45 of the sales page B-4. Having input this instruction, the information processing device 1 generates a proxy operation page AX-1 shown in Fig. 13 in steps ST630 and ST635 and provides it to the sales terminal device 4.

[0118] Returning to FIG. 11, the process of creating a quotation and ordering products on the proxy operation page will be described. A sales representative who is negotiating with a customer operates a proxy operation page shared on the screen of the customer terminal device 3 and the sales terminal device 4, and instructs the information processing device 1 to create an estimate and order products, with the customer's consent.

[0119] The sales terminal device 4, in accordance with the sales representative's operation on the proxy operation page and with the customer's consent, sends to the information processing device 1 a request to create a quotation for the products designated by the sales representative (ST650). In response to the quotation creation request received from the sales terminal device 4, the information processing device 1 generates quotation information corresponding to the products and quantities designated by the sales representative and registers it in the quotation DB 23 (ST655). The information processing device 1 also sends a notification to the contact information (email address, etc.) of the customer with whom the business is being negotiated, informing them that a new quotation has been issued (ST660). The customer terminal device 3 receives the quotation issuance notification sent from the information processing device 1 (ST665).

[0120] In accordance with the sales representative's operation on the proxy operation page, the sales terminal device 4 requests the information processing device 1 for a proxy operation page including the contents of the quotation issued for the customer with whom the business is being negotiated (ST670). In response to the request from the sales terminal device 4, the information processing device 1 generates a proxy operation page including the contents of the quotation specified by the sales representative (ST675) and provides it to the sales terminal device 4 (ST680). The sales terminal device 4 displays the proxy operation page provided by the information processing device 1 (ST685). The customer with whom the business is being negotiated online can check the quotation created by the sales representative's operation on the proxy operation page.

[0121] The sales terminal device 4, in accordance with the sales representative's operation on the proxy operation page and with the customer's consent, sends an instruction to the information processing device 1 to add the product designated by the sales representative to the shopping cart (ST700). The information processing device 1 adds the product to the customer's shopping cart in response to the instruction received from the sales terminal device 4 (ST705).

[0122] The sales terminal device 4, in accordance with the sales representative's operation on the proxy operation page, sends an instruction to the information processing device 1 to order the items in the shopping cart with the customer's consent (ST710). The information processing device 1 performs processing related to the order of the items added to the shopping cart (payment processing, processing to arrange for product shipment, etc.) in accordance with the instruction received from the sales terminal device 4 (ST715). When the product order is completed, the information processing device 1 generates order history information for the completed order and registers it in the order history DB 24 (ST720). The information processing device 1 sends a notification that the order has been completed to the contact information (email address, etc.) of the customer with whom the business is being negotiated (ST725), and the customer terminal device 3 receives the notification of order completion sent from the information processing device 1 (ST730).

[0123] In this way, in the information processing device 1 according to this embodiment, in response to an instruction from the sales terminal device 4 requesting that a sales representative operate the customer page of a customer for which the sales representative is responsible on behalf of the customer, a proxy operation page, which is a web page including at least a portion of the information displayed on the customer page and allowing access to at least some of the functions of the customer page, is generated and provided to the sales terminal device 4. As a result, during online or face-to-face business negotiations with a customer, the sales representative can use at least some of the functions of the customer page (such as a quote creation function or a product purchase function) by proxy operation while showing the customer the proxy operation page including at least a portion of the information displayed on the customer page. Therefore, even customers who are unfamiliar with operating computers or who find operation cumbersome can easily understand how to operate the customer page by watching the sales representative operate the proxy operation page, making e-commerce easier to use.

[0124] 5.2 Changing the estimated price on the proxy operation page 14 is a flowchart for explaining an example of a process for changing an estimated price on the proxy operation page. Steps ST600 to ST645 in the flowchart shown in FIG. 14 are the same as the steps with the same reference numerals in the flowchart shown in FIG. Steps ST855 and ST860 are an example of the proxy operation page generating process of the present invention. Step ST875 is an example of the re-estimation step of the present invention.

[0125] Sales terminal device 4 requests information processing device 1 for a proxy operation page including the contents of the quotation issued to the customer under negotiation, in accordance with the sales representative's operation on the proxy operation page (ST850). In response to the request from sales terminal device 4, information processing device 1 generates a proxy operation page including the contents of the quotation specified by the sales representative (ST855) and provides it to sales terminal device 4 (ST860). Sales terminal device 4 displays the proxy operation page provided by information processing device 1 (ST865).

[0126] The sales terminal device 4 sends an instruction to change the estimated amount of one issued estimate to the information processing device 1 in accordance with the sales representative's operation on the proxy operation page including the contents of the estimate (ST870). In response to the instruction received from the sales terminal device 4, the information processing device 1 generates estimate information for a new estimate in which the estimated amount of the previous estimate has been changed, and registers the estimate information in the estimate DB 23 (ST875). When the information processing device 1 issues a new estimate in which the estimated amount has been changed for a customer with whom a business negotiation is being conducted, it sends a notification to the customer's contact information (email address, etc.) informing them of the issuance of the new estimate (ST880). The customer terminal device 3 receives the notification of the issuance of the estimate sent from the information processing device 1 (ST885).

[0127] Fig. 15 is a diagram showing an example of a proxy operation page that allows the estimated amount to be changed. Proxy operation page AX-2 shown in Fig. 15 includes an area A30 that displays the contents of the quotation, a page element A31 that is operated when transitioning to a proxy operation page that displays a list of quotations, and a page element A32 that is operated when printing the quotation in area A30.

[0128] 13. Also, the proxy operation page AX-2 shown in FIG. 15 includes page elements A1 to A6 and A21 similar to the proxy operation page shown in FIG.

[0129] Furthermore, the proxy operation page AX-2 shown in FIG. 15 includes a page element A40 that is not present on the customer page. Page element A40 is operated when a sales representative uses a specific function within the proxy operation page that is not available on the customer page. The example in FIG. 15 illustrates the state in which page element A40 is operated with mouse pointer 30 to move to a window for correcting the estimated amount on the quotation. The window for correcting the estimated amount has the same functions as, for example, sales page B-2 shown in FIG. 6.

[0130] In steps ST855 and ST860 of FIG. 14, the information processing device 1 generates, for example, the proxy operation page AX-2 shown in FIG. 15 and provides it to the sales terminal device 4. The proxy operation page AX-2 includes an area A30 that displays the contents of one quotation, and also includes a page element A40 that is operated when an instruction to change the estimated amount in that quotation is entered. In step ST865, the sales terminal device 4 displays the proxy operation page AX-2 provided by the information processing device 1. When the estimated amount is changed by operating page element A40 on the proxy operation page AX-2 (for example, a discount amount for the estimated amount is entered), the sales terminal device 4 transmits an instruction to change the estimated amount to the information processing device 1 in step S870. In step ST875, the information processing device 1 generates new quotation information with the estimated amount changed in accordance with the instruction from the sales terminal device 4 and registers it in the quotation DB23.

[0131] In this way, with the information processing device 1 according to this embodiment, it is possible to change the estimated amount while keeping the proxy operation page containing only the information of the customer currently in negotiation, without displaying a sales page that also contains information of other customers. This allows the customer and sales representative to smoothly negotiate the price while looking at the quotation on the proxy operation page during the negotiation process, thereby increasing the probability of closing the deal.

[0132] When the information processing device 1 receives an instruction to change the estimated amount from the sales terminal device 4 displaying the proxy operation page, it may determine whether the salesperson who issued the instruction satisfies predetermined conditions set for the salesperson who issued the instruction, just as it does when the information processing device 1 receives an instruction to change the estimated amount from the sales terminal device 4 displaying a sales page, and may not change the instructed estimated amount if it determines that the predetermined conditions are not met. In this case, the information processing device 1 may send a response to the sales terminal device 4 to the effect that the change to the estimated amount is not permitted.

[0133] 5.3 Entering answers to inquiries on the proxy operation page 16 is a flowchart for explaining an example of a process for inputting a response to an inquiry on the proxy operation page. Steps ST600 to ST645 in the flowchart shown in FIG. 16 are the same as the steps with the same reference numerals in the flowchart shown in FIG. Steps ST955 and ST960 are an example of a proxy operation page process of the present invention. Step ST975 is an example of a first response processing step of the present invention.

[0134] Sales terminal device 4 requests information processing device 1 for a proxy operation page including a history of inquiries from the customer during negotiations, in accordance with the sales representative's operation on the proxy operation page (ST950). In response to the request from sales terminal device 4, information processing device 1 generates a proxy operation page including a history of inquiries from the customer based on inquiry information registered in inquiry DB 26 for the customer during negotiations (ST955), and provides it to sales terminal device 4 (ST960). Sales terminal device 4 displays the proxy operation page provided by information processing device 1 (ST965).

[0135] The sales terminal device 4 inputs a response to an inquiry from a customer during negotiation into the information processing device 1 in accordance with the salesperson's operation on the proxy operation page (ST970). When a response to a customer's inquiry is input from the sales terminal device 4 displaying the proxy operation page, the information processing device 1 generates inquiry information for the customer including the input response and registers it in the inquiry DB 26 (ST975).

[0136] When the information processing device 1 registers the sales representative's response to a customer's inquiry in the inquiry DB 26, it sends a notification to the customer's contact information (email address, etc.) and the administrator's predetermined contact information (email address, etc.) to notify them that the sales representative has responded to the customer's inquiry (ST980). The customer terminal device 3 and the administrator terminal device 5 each receive the notification of the response sent from the information processing device 1 (ST985).

[0137] FIG. 17 is a diagram showing an example of a proxy operation page that allows input of replies to inquiries. Proxy operation page AX-3 shown in FIG. 17 includes the same components (A1 to A15, A20, A21) as proxy operation page AX-1 shown in FIG. 13, and also includes page element A50. Page element A50 is operated when a sales representative uses a specific function within the proxy operation page that is not available on the customer page. The example in FIG. 17 illustrates the state in which page element A50 is operated with mouse pointer 30 to move to a window for inputting replies to customer inquiries. The window for inputting replies has the same functions as sales page B-3 shown in FIG. 9, for example.

[0138] In steps ST955 and ST960 of FIG. 16, the information processing device 1 generates, for example, the proxy operation page AX-3 shown in FIG. 17 and provides it to the sales terminal device 4. The proxy operation page AX-3 includes an area A9 that displays the most recent inquiry and an area A10 that displays a list of past inquiries, as well as a page element A50 that is operated when the sales representative inputs an answer to the inquiry. In step ST965, the sales terminal device 4 displays the proxy operation page AX-3 provided by the information processing device 1. When an answer is input by operating page element A50 on the proxy operation page AX-3, the sales terminal device 4 transmits the input answer to the information processing device 1 in step ST970. In step ST975, the information processing device 1 adds the answer input from the sales terminal device 4 to the inquiry information in the inquiry DB26.

[0139] In this way, with the information processing device 1 according to this embodiment, it is possible to input a response to a customer on the proxy operation page that contains only the information of the customer currently in negotiation, without displaying a sales page that also contains information about other customers. This allows the customer and the sales representative to input a written response to the inquiry while viewing the content of the inquiry displayed on the proxy operation page during the negotiation. Therefore, it is possible to provide a clear response to the customer without interrupting the progress of the negotiation.

[0140] 5.4 Display settings for sales content on the proxy operation page 18 is a flowchart for explaining an example of a process for setting display content for a customer page on a proxy operation page. Steps ST600 to ST645 in the flowchart shown in FIG. 18 are the same as the steps with the same reference numerals in the flowchart shown in FIG. Step ST1055 is an example of the first content setting step in the present invention.

[0141] The sales terminal device 4 inputs an instruction to the information processing device 1 to set sales content to be displayed on the customer page of a customer with whom a business negotiation is being conducted, in accordance with the operation of the sales representative on the proxy operation page (ST1050). In response to the instruction input from the sales terminal device 4, the information processing device 1 generates content information specifying the content (recommended products, estimates, etc.) to be displayed on the customer page of the customer, and registers the content information in the sales content DB 27 (ST1055).

[0142] When the information processing device 1 registers content information in the sales content DB 27 in response to an instruction from the sales terminal device 4 that displays the proxy operation page, it generates a proxy operation page including sales content corresponding to this content information (ST1060) and provides it to the sales terminal device 4 (ST1065). The sales terminal device 4 displays the proxy operation page provided by the information processing device 1 (ST1070). The customer and the sales representative in the middle of a business negotiation can view the newly set sales content on this proxy operation page.

[0143] FIG. 19 is a diagram showing an example of a proxy operation page that allows the setting of content to be displayed on a customer page. Proxy operation page AX-4 shown in FIG. 19 includes the same components (A1 to A15, A20, A21) as proxy operation page AX-1 shown in FIG. 13, and also includes page element A51. Page element A51 is operated when a sales representative uses a specific function within the proxy operation page that is not available on the customer page. The example in FIG. 19 illustrates the state in which page element A51 is operated with mouse pointer 30 to move to a window for inputting content display settings for the customer page. The window for inputting content display settings has the same functions as sales page B-1 shown in FIG. 4, for example.

[0144] The information processing device 1 generates a proxy operation page AX-4 shown in FIG. 19 and provides it to the sales terminal device 4. The proxy operation page AX-4 includes an area A7 for displaying sales content, and also includes a page element A51 that is operated when changing the sales content (when inputting new content display settings). When new content display settings are input by operating page element A51 on the proxy operation page AX-4, the sales terminal device 4 transmits the input content display settings to the information processing device 1 in step ST1050. In step ST1055, the information processing device 1 generates content information according to the content display settings input from the sales terminal device 4 and registers it in the sales content DB 27.

[0145] In this way, the information processing device 1 according to this embodiment can change the content display settings of the customer page while keeping the proxy operation page containing only the information of the customer currently in negotiation, without displaying a sales page that also contains information about other customers. This allows negotiations to proceed while appropriately changing the content display on the proxy operation page shared by the customer and the sales representative. Therefore, it is possible to display content that is of great interest to the customer on the proxy operation page without interrupting the progress of negotiations, thereby increasing the probability of closing a deal.

[0146] It should be noted that the present invention is not limited to the above-described embodiment, and includes various variations. Those skilled in the art can make various modifications and substitutions to the components of the above-described embodiment within the technical scope of the present invention or its equivalents.

[0147] The information processing device 1 according to the present embodiment may perform all of the processes described above in <1> to <4> and <5.1> to <5.4>, or may perform some of these processes.

[0148] In the above-described embodiment, an example is given in which a customer and a sales representative share the screen of the proxy operation page while conducting business negotiations online, but the method of business negotiation is not limited to online negotiations and may be face-to-face negotiations. In the case of face-to-face negotiations, for example, the customer and the sales representative may view the same screen of the proxy operation page by using a computer display, a tablet terminal, or the like.

[0149] The screens (web pages) shown in the above-described figures are examples, and the components included in each screen and their arrangement can be changed as desired.

[0150] A part of the processing executed by the information processing device 1 in the above-described embodiment may be executed by a terminal device (customer terminal device 3, sales terminal device 4). In this case, it can be said that the processing as the information processing device according to this embodiment is executed by a plurality of computers (or a system consisting of a plurality of devices) including the information processing device 1 and the terminal devices. [Explanation of symbols]

[0151] 1...information processing device, 11...communication unit, 12...storage unit, 121...program, 13...processing unit, 2...storage device, 21...customer DB, 22...product DB, 23...quotation DB, 24...order history DB, 25...sales representative DB, 26...inquiry DB, 27...sales content DB, 3...customer terminal device, 4...sales terminal device, 5...administrator terminal device, 9...communication network

Claims

1. A method for performing processing related to electronic commerce by an information processing device, comprising: a customer page generating step of generating a customer page, which is a web page dedicated to use by a customer for electronic commerce, in response to a request from a customer terminal device operated by the customer, and providing the customer page to the customer terminal device that originated the request; a sales page generating step of generating a sales page in response to a request from a sales terminal device operated by one sales representative, the sales page being a dedicated web page used by the one sales representative in sales activities toward the customer, the web page including a first page element for selecting one customer from a plurality of customers handled by the one sales representative and inputting instructions to perform operations on the customer page of the selected customer on behalf of the one sales representative, and providing the generated sales page to the sales terminal device that made the request; a proxy operation page generating step of generating a proxy operation page, which is a web page including at least a portion of the information displayed on the customer page of the customer and allowing use of at least a portion of the functions of the customer page, when an instruction is input by one of the sales representatives requesting that an operation on the customer page of the customer for which the sales representative is in charge be performed on behalf of the customer as a result of the first page element being operated on one of the sales terminal devices displaying the sales page, and providing the proxy operation page to the one of the sales terminal devices; method.

2. the information processing device is capable of accessing a storage device; the storage device stores a plurality of pieces of quotation information, each of which contains information on one quotation issued to one of the customers; the customer page generating step includes, when an instruction to display one of the issued quotations is input from the customer terminal device that displays the customer page, generating the customer page including information of the one of the quotations based on the quotations information stored in the storage device for the one of the quotations; the proxy operation page generating step includes, when an instruction to display one of the issued quotations is input from the sales terminal device that displays the proxy operation page, generating the proxy operation page including information of the one of the quotations based on the quotation information stored in the storage device for the one of the quotations, a re-quoting step of, when an instruction to change the estimated amount in one of the issued estimates is input from a sales terminal device displaying the proxy operation page, generating estimate information for a new estimate in which the estimated amount of the one estimate has been changed in accordance with the instruction, and storing the generated estimate information in the storage device; The method of claim 1.

3. the proxy operation page generating step includes, when an instruction to display one of the issued quotations is input from the sales terminal device, generating the proxy operation page including information on the one of the quotations and a second page element for inputting an instruction to change the estimated amount in the one of the quotations; The method of claim 2.

4. the information processing device is capable of accessing a storage device; the storage device stores a plurality of pieces of inquiry information, each of which includes one inquiry from one of the customers and one response to the inquiry; the customer page generating step includes generating the customer page for one of the customers, including a history of the inquiries, based on the inquiry information stored in the storage device for the one of the customers; the proxy operation page generation step includes generating the proxy operation page for one of the customers, the proxy operation page including the inquiry history, based on the inquiry information stored in the storage device for the one of the customers; an inquiry processing step of, when the inquiry of one of the customers is input from the customer terminal device that displays the customer page, generating the inquiry information of the one of the customers including the input inquiry and storing the information in the storage device; a first response processing step of, when a response to an inquiry of one of the customers is input from the sales terminal device displaying the proxy operation page, storing the inquiry information of the one customer including the input response in the storage device; The method of claim 1.

5. the proxy operation page generating step includes generating the proxy operation page including a history of the inquiry and a third page element for inputting the answer to the inquiry; The method of claim 4.

6. the information processing device is capable of accessing a storage device; the storage device stores a plurality of pieces of content information relating to sales content to be displayed on the customer pages of each of the one or more customers; the customer page generating step includes generating the customer page for one of the customers, including the sales content, based on the content information for the one of the customers stored in the storage device; a first content setting step of, when an instruction to set the sales content is input from the sales terminal device displaying the proxy operation page of one of the customers, generating the content information of the one customer in accordance with the instruction and storing it in the storage device; The method of claim 1.

7. the proxy operation page generating step includes generating the proxy operation page including the sales content and a fourth page element for inputting an instruction to change the sales content. The method of claim 6.

8. the information processing device is capable of accessing a storage device; The storage device A plurality of pieces of quotation information, each of which contains information on one quotation issued to one of the customers; a plurality of order history information, each of which contains information regarding one order placed by one of said customers; I remember the a new quotation notifying step of, when the new quotation information generated for one of the customers is stored in the storage device, sending a notification to a predetermined contact point of the sales representative in charge of the one customer informing the customer that the new quotation for the one customer has been issued; and / or a new order notification step of, when the order history information relating to a new order placed by one of the customers is stored in the storage device, sending a notification to a predetermined contact point of the sales representative in charge of the one customer informing the customer that a new order has been placed by the one customer; and the sales page generating step includes generating, in response to a request from the sales terminal device operated by one of the sales representatives, the sales page including at least one of the quotation information and the order history information of the customer handled by the one of the sales representatives. The method according to any one of claims 1 to 7.

9. the information processing device is capable of accessing a storage device; the storage device stores a plurality of pieces of inquiry information, each of which includes one inquiry from one of the customers and one answer to the inquiry; the customer page generating step includes generating the customer page for one of the customers, including a history of the inquiries, based on the inquiry information stored in the storage device for the one of the customers; the sales page generating step includes generating the sales page of one of the sales representatives, the sales page including a history of inquiries made by the customer, based on the inquiry information stored in the storage device for the customer that the sales representative is responsible for; an inquiry processing step of, when the inquiry of one of the customers is input from the customer terminal device that displays the customer page, generating the inquiry information of the one of the customers including the input inquiry and storing the information in the storage device; a second response processing step of, when a response to an inquiry from one of the customers is input from the sales terminal device displaying the sales page, storing the inquiry information of the one customer including the input response in the storage device; The method according to any one of claims 1 to 7.

10. the information processing device is capable of accessing a storage device; the storage device stores a plurality of pieces of content information relating to sales content to be displayed on the customer pages of each of the one or more customers; the customer page generating step includes generating the customer page for one of the customers, including the sales content, based on the content information for the one of the customers stored in the storage device; a second content setting step of, when an instruction to set the sales content to be displayed on the customer page of one or more customers is input from the sales terminal device, generating the content information of the one or more customers in accordance with the instruction and storing it in the storage device; The method according to any one of claims 1 to 7.

11. A program including instructions for causing an information processing device to perform processing related to electronic commerce, The processing performed by the information processing device in accordance with the command includes each step of the method described in any one of claims 1 to 7. program.

12. An information processing device that performs processing related to electronic commerce, a processing unit; a storage unit that stores instructions to be executed by the processing unit; The processing performed by the processing unit in accordance with the instructions includes each step of the method described in any one of claims 1 to 7. Information processing device.

13. An information processing device that performs processing related to electronic commerce, A method according to any one of claims 1 to 7, comprising: a means for performing each step of the method; Information processing device.

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