Business support device, control method, program, and business support system

Abstract

To provide appropriate information according to the role of a browsing person and the progress of customer service operation to support appropriate execution of work.SOLUTION: In a business support system, a server 100 which provides display information on a customer service operation for a customer in a store to a communication terminal 200 of a user 210 includes: management means which generates customer service event information regarding the customer service operation and manages the content of customer service and the progress of the customer service operation; first specifying means which specifies the role of a user using a communication terminal that has transmitted a request to provide display information on the customer service event information; second specifying means which specifies corresponding customer service event information for the provision request; generation means which generates display information based on the corresponding customer service event information; and providing means which provides the display information to the communication terminal which has transmitted the provision request. The management means updates corresponding customer service event information based on a user input. The generation means generates display information with different content in accordance with the role of the user and the progress of the corresponding customer service event information.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The present invention relates to a business support device, a control method, a program, and a business support system, and more particularly to a system for supporting customer service operations. [Background technology]

[0002] There is a system in place that identifies a customer based on identification information (customer ID) obtained from a card or other item held by the customer when entering a store, so that suitable service can be provided to customers who have visited a store before, even if the salesperson is not the same one who served them before (Patent Document 1).The system then presents the customer's purchasing history and past customer service information to the mobile device of the salesperson serving the customer. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2004-326407 A Summary of the Invention [Problem to be solved by the invention]

[0004] However, the system of Patent Document 1 requires customers to take the trouble of acquiring identification information each time they enter the store, which may give the impression of being cumbersome. In addition, the timing when information that identifies an individual is generally required in customer service is when the contract procedure begins, and some customers are not happy about their identification information being acquired before that stage has been reached. Therefore, if the customer's identification information is acquired at the stage when the contract procedure begins, the system of Patent Document 1 may not be able to provide suitable service in customer service at the stage prior to that.

[0005] The present invention has been made in consideration of the above-mentioned problems, and aims to provide a business support device, control method, program, and business support system that provide appropriate information according to the viewer's role and the progress of customer service work, thereby supporting optimal business execution. [Means for solving the problem]

[0006] In order to achieve the above-mentioned object, the business support device of the present invention is a business support device that provides display information related to customer service operations at a store to a communication terminal used by a user, and includes: management means for generating customer service event information for each customer service operation performed and managing the customer service content and progress of the customer service operation; receiving means for receiving from the communication terminal a user input related to the customer service operation and a provision request for display information related to at least one customer service event information; first identification means for identifying a role of a user using the communication terminal that sent the provision request; second identification means for identifying customer service event information that corresponds to the provision request from the customer service event information managed by the management means, which is customer service event information managed by the management means; generation means for generating display information based on the customer service event information identified by the second identification means, on condition that the provision request is received by the receiving means; and provision means for providing the display information generated by the generation means to the communication terminal that sent the provision request, The user roles include a first role of actually handling the customer service work and a second role of determining a person in charge of the customer service work from among the users in the first role, and the receiving means receives, as a user input, advance information indicating at least one of a customer's purpose, attributes, and contract status before the start of the customer service work to be performed; The management means are: generating customer service event information on the condition that advance information has been received from a communication terminal used by a user of a second role; The corresponding customer service event information is updated based on the user input received by the receiving means, and the generating means varies the content of the display information to be generated according to the role of the user identified by the first identifying means and the progress of the customer service event information identified by the second identifying means. The display information provided to the communication terminal used by the user of the second role includes first display information relating to a screen for inputting advance information and generating new customer service event information in the management means, and second display information relating to a screen for displaying a list of customer service event information whose progress status is currently serving customers, and the display information provided to the communication terminal used by the user of the first role includes third display information relating to a screen to be displayed when the progress status is currently serving customers, regarding customer service event information for which the user of the first role has been determined as the person in charge, and fourth display information relating to a screen to be displayed when the progress status is currently serving customers. It is characterized by: Effect of the Invention

[0007] With this configuration, the present invention makes it possible to provide appropriate information according to the viewer's role and the progress of the customer service work, thereby supporting optimal work execution. [Brief description of the drawings]

[0008] [Figure 1] FIG. 1 is a diagram showing a configuration of a business support system according to an embodiment and a modification of the present invention. [Diagram 2]FIG. 1 is a block diagram showing a hardware configuration of a support server 100 according to an embodiment and a modification of the present invention. [Diagram 3] FIG. 1 is a diagram illustrating an example of a data structure of various information managed in a support server 100 according to an embodiment and a modification of the present invention. [Figure 4] FIG. 1 is a diagram illustrating a personnel composition of a sales agency according to an embodiment and a modified example of the present invention. [Diagram 5] FIG. 13 is a diagram showing an example of a screen displayed on the communication terminal 200 of the floor manager 401 when a customer visits the store, in the support service according to the embodiment and the modified example of the present invention. [Figure 6] FIG. 13 is a diagram illustrating a schedule list screen of a support service according to an embodiment and a modification of the present invention. [Figure 7] FIG. 13 is a diagram showing an example of a screen displayed on the communication terminal 200 of the staff member 402 during customer service in the support service according to the embodiment and the modified example of the present invention. [Figure 8] FIG. 13 is a diagram showing an example of a screen displayed on the communication terminal 200 of the staff member 402 at the end of a customer service in the support service according to the embodiment and the modified example of the present invention. [Figure 9] FIG. 13 is a diagram showing an example of a screen displayed on the communication terminal 200 of the floor manager 401 during customer service in the support service according to the embodiment and the modified example of the present invention. [Figure 10] FIG. 13 shows an example of transition of screens displayed on the communication terminal 200 of the floor manager 401 when a person in charge is changed in the support service according to the embodiment and the modified example of the present invention. [Figure 11] 1 is a flowchart illustrating an information providing process executed by the support server 100 according to an embodiment and a modification of the present invention. [Figure 12] 1 is a flowchart illustrating a first generation process according to an embodiment and a modification of the present invention; [Figure 13] 1 is a flowchart illustrating a second generation process according to an embodiment and a modification of the present invention; DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0009] [Embodiment] Hereinafter, the embodiments will be described in detail with reference to the accompanying drawings. Note that the following embodiments do not limit the invention according to the claims, and not all combinations of features described in the embodiments are essential to the invention. Two or more features among the multiple features described in the embodiments may be arbitrarily combined. In addition, the same reference numbers are used for the same or similar configurations, and duplicated descriptions are omitted.

[0010] In the embodiment described below, an example in which the present invention is applied to a support server capable of providing display information related to customer service operations in a store, as an example of a business support device, will be described. However, the present invention can be applied to any device capable of providing display information related to customer service operations.

[0011] <<Configuration of the business support system>> 1 is a diagram showing the configuration of a business support system that provides a support service according to this embodiment. As shown in the figure, the business support system includes a support server 100 that manages customer service event information for each customer service task performed in a store and configures and provides display information related to the customer service task, and a plurality of communication terminals 200 that are communicatively connected to the support server 100 via a network 300. Each of the plurality of communication terminals 200 is a terminal used by a different user, and may be any communication terminal such as a smartphone, a tablet terminal, or a PC.

[0012] Although details will be described later, each of the users 210 who can use the support service is assigned a role, and the support server 100 provides the communication terminal 200 with display information corresponding to the role of the user who uses the communication terminal 200. Therefore, in the business support system of this embodiment, information on each user 210 is registered in advance, and the support server 100 is configured to be able to identify the user 210 who uses the communication terminal 200 connected for communication, and to specify the role of the user 210.

[0013] In the business support system of this embodiment, the network 300 is described as a wide area network such as the Internet to realize a communication connection between the communication terminal 200 and the support server 100. However, the support service is not limited to being provided via a wide area network, and in an aspect in which the support service is provided in a limited location such as inside a store, the network 300 may be a LAN.

[0014] Hereinafter, the hardware configuration involved in realizing the information processing method according to the present invention will be further described with reference to the drawings.

[0015] Hardware Configuration of Support Server 100 First, the hardware configuration of the support server 100 of this embodiment will be described with reference to the block diagram of FIG.

[0016] The control unit 101 is a processor represented by a CPU, and executes various processes related to the operation control of each block and the provision of the support service by expanding a program recorded in the storage device 102 into the memory 103 and executing it. The storage device 102 is a non-volatile storage device capable of permanently storing information, such as a ROM or HDD. Here, the program executed by the control unit 101 may be installed in the storage device 102 of the support server 100 via a storage medium such as a CD-ROM. The memory 103 is a volatile storage device such as a RAM, and is used not only as a program expansion area and a function work area, but also as a storage area for temporarily recording information output by the operation of each block. The communication I / F 104 is an interface for performing information communication with an external device, and in this embodiment, performs information communication with each communication terminal 200 via the network 300.

[0017] The storage device 102 includes a user DB 110 for managing various information (user information) related to users who use the support service, a customer service event DB 120 for managing information (customer service event information) about customer service work performed for customers in a store, and a performance DB 130 for managing information (performance information) showing the results of completed customer service work. In this embodiment, for the purpose of making the invention easier to understand, the storage device 102 of the support server 100 is described as functioning as these databases, but the implementation of the present invention is not limited to this. At least a part of these databases may be implemented in an external device configured to be able to communicate with the support server 100.

[0018] <User Information> Information about one user is managed in one record of the user DB 110. The user information managed for each user in the user DB 110 may have a data structure as shown in FIG.

[0019] Here, user ID 301 is identification information that uniquely identifies a user. Name 302 is text information indicating the user's name. Store information 303 is identification information that uniquely identifies the store to which the user belongs. Role information 304 is information indicating a role assigned to the user, such as floor manager or staff member. Characteristics information 305 is information indicating characteristics unique to the user, such as supported languages ​​and acquired qualifications.

[0020] <Customer service event information> Furthermore, one record in the customer service event DB 120 manages information related to one customer service task (a series of tasks performed for a customer who visits a store; hereinafter, referred to as a "customer service event"). The customer service event information managed for one customer service event in the customer service event DB 120 may have a data structure as shown in FIG. 3(b), for example.

[0021] Here, the customer service ID 311 is identification information that uniquely identifies the customer service event. The area ID 312 and the store ID 313 are identification information that uniquely identifies the area where the store where the customer service event occurred is located, and identification information that uniquely identifies the store, respectively. The staff member ID 314 is identification information that identifies the staff member (staff member) who actually handles (serves) the customer service event, and the user ID 301 of the user whose role is staff member is stored.

[0022] The schedule information 315 is information indicating a period related to the service, such as the scheduled time when a service event is to be held or the time when it actually took place. The schedule information 315 related to one service event may include, in addition to planned information determined before the staff member actually starts serving customers, such as a scheduled start time 321 and a scheduled end time 322, a service status 323 indicating the status, such as before serving customers starts, serving customers, serving customers ends, or service is on hold, a start time 324 when the staff member started serving customers, and a time 325 that has elapsed since the staff member started serving customers.

[0023] The business information 316 is information indicating the initial business (purpose of visit) of the customer related to the customer service event. The customer information 317 is information indicating the personal attributes of the customer and information on various current contract statuses. The proposed product information 318 is information indicating the product proposed by the staff member to the customer at the customer service event. Although details will be described later, the business support system of this embodiment will be described as being used in an operation in which a user 210 playing the role of a floor manager first asks the business of the customer who has visited the store, instructs a staff member (a user 210 playing the role of a staff member to be in charge) based on the business, and then the staff member user 210 actually serves the customer. The proposed product information 318 may include a product ID 331 that uniquely identifies the product, and result information 332 that indicates the result of the proposal (acquired / lost). The result information 332 may include other information such as acquired / lost, as necessary, information indicating whether the customer had a demand.

[0024] Sales information 319 is information showing sales recorded from sales of products other than predetermined products. Replacement information 320, which will be described in detail later, is information showing details of a change in the person in charge during a customer service event. Replacement information 320 may include information such as a user ID and required time for user 210 who was in charge of the customer service event before the change.

[0025] <Performance information> Furthermore, one record in the result DB 130 manages information on the result of one customer service event that has ended. The result information managed in the result DB 130 for one customer service event may have a data structure as shown in FIG. 3(c), for example.

[0026] Here, the performance ID 341 is identification information that uniquely identifies the corresponding customer service event. The area ID 342 and the store ID 343 are identification information that uniquely identifies the area in which the store where the customer service event was held is located, and identification information that uniquely identifies the store, respectively. The staff member ID 344 is identification information that identifies the staff member who actually handled the customer service event, and stores the user ID 301 of a user whose role is staff. The information on the performance ID 341, the area ID 342, the store ID 343, and the staff member ID 344 may be the same as the customer service event information managed in the customer service event DB 120 for the same customer service event.

[0027] The time information 345 is information indicating the time when the customer service event was held. As will be described in detail later, since the performance information is used to tally up the results of the customer service events that were held, it is not necessary to include information specifying the details of the schedule, as in the customer service event information. In other words, the performance information only needs to have information on the time unit at which the tally is performed as the time information 345, and may be configured with a reduced amount of information compared to the schedule information 315 of the customer service event information. In this embodiment, the performance information is configured to enable tallying up at least on a daily basis, and the time information 345 stores information indicating the day when the customer service event was held. In other words, the time information 345 of the performance information in this embodiment is configured not to include information such as time information or response status. The time information 345 may also include information on the time required for the customer service event.

[0028] The acquisition information 346 is information indicating that, for example, a contract for a product was acquired in one customer service event that has ended. The acquisition information 346 is obtained by merging information indicating acquisition in the result information 332 based on the proposed product information 318 of the corresponding customer service event information. In other words, the acquisition information 346 indicates the track record of the product for which the person in charge acquired a contract in the corresponding customer service event.

[0029] On the other hand, the lost order information 347 is information indicating that a contract was not concluded for a proposed product at a single customer service event where customer service has ended, and the product was lost. The lost order information 347 is obtained by merging information indicating a lost order in the result information 332 based on the proposed product information 318 of the corresponding customer service event information. In other words, the lost order information 347 indicates the performance of the product that the person in charge lost in the corresponding customer service event.

[0030] Furthermore, the sales information 348 and the replacement information 349 may be similar to the corresponding sales information 319 and replacement information 320. Furthermore, the customer information 350 may be similar to the corresponding customer information 317.

[0031] In addition, in order to reduce the amount of data managed in the business support system of this embodiment, the customer service event information is held in the customer service event DB 120 for the day or week when the corresponding customer service event was held, and is deleted after the period has passed. That is, the customer service event information, which is also used for the purpose of managing the user's schedule (checking the customer service state, the customer service time, the elapsed time, etc.), may have a larger amount of information than the performance information, as long as it is held for a period during which the schedule is expected to be referenced. On the other hand, the performance information is configured to have a smaller amount of information than the customer service event information, since it can be referenced for a long period such as months or years after the customer service event was held for evaluation purposes (management of the performance of each user, determination of business policy, etc.). That is, the customer service event DB 120 is used for short-term information management, and the performance DB 130 is used for medium- to long-term information management.

[0032] In this embodiment, the generation of performance information based on customer service event information is described as being triggered by the end of customer service at the customer service event and the storage of result information 332 for all proposed products. However, the implementation of the present invention is not limited to this, and performance information may be generated collectively for customer service event information for which performance information has not yet been generated, at a predetermined timing such as the end of business hours of the store 400.

[0033] In addition, in this embodiment, in order to facilitate understanding of the invention, the user DB 110, the customer service event DB 120, and the performance DB 130 are provided as databases available to the support server 100, but the implementation of the present invention is not limited to this. In other words, it goes without saying that the databases available to the support server 100 may include other databases that are necessary depending on the content of the customer service work, such as a database indicating the type of business, a database indicating the type of merchandise, etc.

[0034] Overview of support services Below, an overview of the functions provided by the support service of this embodiment and the customer service operations performed using the support service will be described.

[0035] In this embodiment, the business support system is used to support customer service operations performed by a sales agency acting as an agent for sales and contracts of various services provided by telecommunications carriers, including sales of mobile phone terminals and line contracts. More specifically, the business support system provides support services for improving the performance and efficiency of customer service operations to users such as employees involved in customer service operations at the sales agency, or users such as managers who supervise the sales agency and the area to which the sales agency belongs. Users are registered and managed in the user DB 110 as described above, and the support server 100 provides information according to the role of each user to the communication terminal 200 used by each user to support the business operations of the sales agency. The support server 100 also manages information acquired in relation to customer service operations, and accumulates the information in the customer service event DB 120 and the performance DB 130 as necessary.

[0036] The application related to the support service becomes available when each user 210 starts a browsing application (browser) on the communication terminal 200 used by the user, accesses a service site related to the support service, and establishes a session by logging in to the service. That is, the application related to the support service is a browser-based application, and is configured so that the user 210 can use the support service without installing a specific application on the communication terminal 200. During use of the application, display information for configuring a display screen related to the application is configured by the support server 100 and provided to each communication terminal 200. Also, when a user operation related to information input is performed on the communication terminal 200 during use, the information is transmitted to the support server 100. As a result, the support server 100 can provide a user interface related to the support service, receive various user inputs related to customer service work performed by operating the user interface, and perform real-time information management.

[0037] <User types> Next, the roles assigned to users in the business support system of this embodiment will be explained. In order to facilitate understanding of the invention, in the following, users of the support service are classified into one of three roles, "floor manager", "staff", and "area manager", as shown in FIG.

[0038] 4 is a diagram illustrating an example of personnel composition for a sales agency, in which a floor manager 401 and staff members 402 belong to one store 400 of the sales agency as employees assigned to the store 400. The staff member 402 has a role of being the person in charge of customer service events (practical work). The floor manager 401 has a role of inquiring about the business of customers who visit the store 400, and has the discretion to select a staff member 402 belonging to the store to be in charge of the customer service event related to the business.

[0039] 4 in which a sales agency operates a chain or has affiliated stores, the role of an area manager 403 is provided to oversee multiple stores 400. In one embodiment, the area manager 403 may be provided as another position, such as a headquarters staff member belonging to the company (headquarters) that operates the store 400, but in this embodiment, they are collectively referred to as area manager 403.

[0040] <Previous business flow> First, a general business flow carried out at a conventional sales agency will be briefly outlined.

[0041] When a customer visits the store 400, the floor manager 401 first briefly listens to the customer's needs (hearing). Such needs may include, for example, new / MNP contracts, model changes, contract content changes, optional item purchases, breakdowns / repairs, cancellations, and other inquiries. At this time, the floor manager 401 selects a staff member 402 appropriate to handle the needs based on the customer's gender and age group, as well as information about the mobile phone carrier (hereinafter referred to as the mobile phone carrier) with which the customer currently has a contract, and assigns the staff member 402 to handle the customer service event. If the appropriate staff member 402 is not available or is currently handling another customer service event, the floor manager 401 reselects a different person in charge or informs the customer of the time when the staff member will be available to handle the customer.

[0042] The staff member 402 selected as the person in charge guides the customer to the counter or the like and starts the customer service based on a form on which information such as the business is written by the floor manager 401 in advance. The customer service of the person in charge includes, in addition to responding to the customer's business, proposing products that match the customer's environment and demand, and products related to the campaign being carried out at the store 400. For example, if the person in charge finds out that the mobile line operator and the electricity operator with which the customer has a contract are different during the customer service, and if a discount on the fee can be obtained by unifying them, the person in charge will propose the product of an electricity supply service provided by the mobile line operator. Also, for example, if the customer and the customer's family are using different mobile line operators, and if a discount on the fee can be obtained by unifying them, the person in charge will propose a transfer contract for the customer's family with MNP as a product. In addition, the person in charge mainly proposes products such as fixed communication lines, credit cards, optional services, and mobile phone accessories based on information obtained from the customer during the customer service and the contract contents, depending on the mobile line operator with which the customer has a contract.

[0043] When the staff member has finished serving customers, he / she submits a simple report of the serving event to the floor manager 401, and after the store 400 closes, he / she creates and submits a report document on the sold merchandise as a daily report. The floor manager 401 evaluates the abilities of the staff member 402 based on the daily reports and information on the sold merchandise (sales performance) of each staff member 402, and uses this as a reference when allocating future serving events, and also determines the management strategy of the store 400. The area manager 403 evaluates the store 400, the floor manager 401, and the staff member 402 based on the reports made by the floor manager 401 based on this information.

[0044] On the other hand, in such a conventional business flow, the ability of each staff member 402 is evaluated based on sales performance, so it was difficult to properly evaluate the process during the customer service event, such as the staff member 402 who proactively proposes various products or the staff member 402 who puts in extra effort to serve the customer. In addition, if a staff member 402 who is not compatible with the customer or the purpose is assigned, the person in charge is not changed until the staff member 402 asks for help, which may cause the customer's impression of the store 400 to deteriorate and business performance to decline. In addition, each user had to take the time and effort to create various reports.

[0045] Information management and provision in support services In the support service provided by the business support system of this embodiment, in order to solve such problems in the conventional business flow, the contents of the response of the person in charge are acquired in real time in each process of a series of tasks performed in relation to a customer service event, and information provided to the corresponding communication terminal 200 is different according to the user's role so that appropriate information can be appropriately referred to each time. In addition, for the customer service events that have been performed, customer service event information and performance information, including information input during customer service, are managed in order to evaluate the process of each customer service event, such as which proposal the person in charge made and won / lost the contract, and how much time the customer service task took. Hereinafter, display information (display information for configuring the screen: including GUI and the selection state of the GUI and information on displayed numerical values ​​and text) related to the application of the support service provided according to the role of the user 210 for each progress status of the customer service event will be described with reference to the drawings.

[0046] (When a customer visits the store) When a customer arrives at the store, a screen 500 shown in Fig. 5 is displayed on the communication terminal 200 used by the floor manager 401. For example, the screen 500 may be displayed when the floor manager 401 performs an operation input related to handling the visit on the communication terminal 200 used by the floor manager 401.

[0047] As shown in the figure, screen 500 broadly comprises a customer service ID section 501 in which a customer service ID identifying a customer service event is automatically input, a customer information area 502 in which information about the customer is input, a schedule area 503 in which a schedule related to the customer service event is input, a special notes box 504 in which special notes about the customer or customer service event are input, and an update button 505 used to reflect various inputs and assign customer service events to staff members.

[0048] When the floor manager 401 issues an instruction to display screen 500 for a new customer service event, screen 500 is displayed with a customer service ID that is automatically assigned to the customer service event by the support server 100 entered in customer service ID section 501. The floor manager 401 first interviews the customer and enters the necessary information in customer information area 502 on screen 500.

[0049] The customer information area 502 includes a message box 511, a customer attribute area 512, and a contract information area 513, and is configured to allow input of information on the customer's message, personal attributes, and various current contract statuses. When an operation is performed on the message box 511, predetermined types of messages are displayed as selection candidates. The floor manager 401 can input information into the message box 511 by selecting a candidate corresponding to the message of the customer who has visited the store from the list of selection candidates. The customer attribute area 512 also provides options for customer attributes such as age, sex, and language used, and the floor manager 401 can select an appropriate option within the scope of information known from the interview. The contract information area 513 is configured to allow input of the customer's contract status regarding major customer environment information related to the sales agency's business, such as the contents of the mobile phone line and plan currently subscribed by the customer, the fixed phone line, the Internet line, and the payment method. The contract information area 513 may also be configured to allow input of information on the mobile line carrier with which the customer's family members have contracts. The floor manager 401 can select the relevant items for each customer environment information within the scope of what has been ascertained from the interview.

[0050] When information is input in the customer information area 502, the update button 505 is controlled so that it can be operated. The update button 505 is used, in one aspect, to transmit information about the user input in the communication terminal 200 to the support server 100 and update the corresponding information (the business information 316 and the customer information 317 for the information in the customer information area 502) managed for the customer service event to be held. In another aspect, the update button 505 is used to make a request to the support server 100 for information required for displaying the screen 500 in a state based on the updated information. In the customer information area 502, it is essential to select a candidate in the business box 511 in order to set up the customer service event, but other information does not have to be configured as essential for setting up the customer service event. Information other than the business box 511 may be input within the scope that can be ascertained by hearing from the customer, and the operation input of the update button 505 is not disabled on the condition that it is not selected (not input).

[0051] Next, the floor manager 401 inputs information into the schedule area 503 of the screen 500. The schedule area 503 includes a scheduled start time box 521, a scheduled end time section 522, a person in charge box 523, and a required time box 524, and is configured to be able to input various information necessary for schedule management of a customer service event. The scheduled start time box 521 is configured to be able to input any time after the current time, and the scheduled start time can be input based on, for example, a numerical value input or a time increment / decrement input by the floor manager 401.

[0052] When inputting the scheduled start time, the floor manager 401 can also refer to a schedule list screen 600 of the staff member 402 as shown in Fig. 6, which is configured based on already registered customer service event information. The schedule list screen 600 is a screen that can be referenced by all users related to the store 400, and each user can refer to the screen to understand the customer service events assigned to them and customer service events assigned to other users. The schedule list screen 600 will be described in detail later.

[0053] In the initial state, all staff members 402 belonging to the store 400 or all staff members 402 working on the day are provided as selection candidates in the person in charge box 523 and displayed as selectable. On the other hand, when the update button 505 is operated after the matter box 511 and the scheduled start time box 521 are input, the selection candidates in the person in charge box 523 are limited to staff members 402 suitable for the customer service event to be held.

[0054] At this time, the support server 100 extracts information on staff members 402 who are available to serve customers at the scheduled start time and have good performance in serving the relevant business according to the business item box 511 and the scheduled start time box 521, and provides the information to the communication terminal 200 of the floor manager 401 as a selection candidate in the person in charge box 523. Here, the performance in serving the business may be, for example, a contract acquisition rate for a specific product in a past customer service event for the same business, and a predetermined reference value may be used as a threshold value to determine whether the performance is good or not. In this embodiment, information on a product that is expected to be proposed in a customer service event for the business is predetermined according to the type of business, and the performance in serving the business is determined to be good or not based on the contract acquisition rate of the product. The performance of the staff member 402 can be derived based on the performance information accumulated in the performance DB 130. Furthermore, when the customer attribute area 512 and contract information area 513 of the customer information area 502 have been entered, it is possible to extract not only the performance of the staff member 402 but also staff members 402 whose available languages ​​match those included in the characteristic information 305, or staff members 402 who have good performance with respect to the age group of customers, for selection candidates in the staff member box 523. In this way, the floor manager 401 can efficiently select a staff member when a customer visits the store, and can easily assign the staff member 402 to the most suitable staff member 402.

[0055] In this embodiment, when an input is made in the matter box 511 and the scheduled start time box 521, the selection candidates in the person in charge box 523 are limited to the relevant staff member 402, but the implementation of the present invention is not limited to this. The efficiency of the person in charge selection by the floor manager 401 may be improved by, for example, changing (sorting) the display order so that the relevant staff member 402 is at the top of the list of selection candidates in the person in charge box 523.

[0056] The required time box 524 is configured to allow any time to be set. The required time box 524 may be configured to allow any time to be set in 15-minute increments, for example. When the staff member 402 who will be the person in charge is selected in the person in charge box 523, the value in the required time box 524 may be changed (automatically input) to an approximate required time according to the ability of the person in charge. The approximate required time may be derived, for example, based on performance information of the person in charge for the same matter for a specified number of recent times. Here, the value automatically input in the person in charge box 523 by the selection of the person in charge is merely a reference value based on performance information, and the floor manager 401 may be able to change it to any time thereafter. When the scheduled start time box 521 and the required time box 524 are input, the time obtained by adding the required time to the scheduled start time is automatically input in the scheduled end time section 522.

[0057] After the person in charge is determined and necessary information is input in the customer information area 502 and the schedule area 503, the floor manager 401 operates the update button 505 to formally register the customer service event information for the screen 500 in the customer service event DB 120 in the support server 100. When the floor manager 401 displays the screen 500 on the communication terminal 200 and inputs information in the customer information area 502 and the schedule area 503 when a customer arrives, the customer service ID is assigned but the corresponding customer service event information has not yet been stored in the customer service event DB 120. Therefore, when input is being made in the above boxes on the screen 500, provisional customer service event information is held in the memory 103 of the support server 100, and information to be provided to the communication terminal 200 of the floor manager 401 is configured based on the information. The customer service status 323 of the customer service event information registered at this time is set before the start of customer service.

[0058] When the support server 100 registers new customer service event information in the customer service event DB 120, it notifies the communication terminal 200 of the user (staff member 402) who is in charge of the customer service event of the customer service event. The notification may be a simple notification of the customer's purpose and the scheduled start time of the customer service event, or may be configured to allow other detailed information related to the customer service event to be confirmed. When the customer service event information is registered, a rectangle showing the schedule related to the customer service event information is placed on the schedule list screen 600 shown in FIG. 6. More specifically, the schedule list screen 600 is configured in such a manner that a rectangle showing the schedule related to the customer service event information is placed in the column of the person in charge of the customer service event, and each user can confirm it.

[0059] (Until further notice) When the registration of the customer service event information for the visiting customer is completed, floor manager 401 can further interview the customer as necessary and further update the information in customer information area 502 on screen 500 by the scheduled start time when the customer is guided to the counter where a staff member will serve them. At this time, if floor manager 401 can obtain from the customer the information necessary for inquiring about information to the mobile carrier, he or she may update the information in customer information area 502 with more detailed information obtained as a result of the information inquiry.

[0060] (When serving customers) When the staff member 402 assigned to be in charge of the customer service event has completed guiding the customer to the counter to be used, the staff member inputs the start of customer service on the communication terminal 200 to be used. The staff member can transition the display on the communication terminal 200 to a screen 700 shown in Fig. 7 by displaying a schedule list screen related to his / her own support service on the communication terminal 200 to be used and selecting a schedule related to the customer service event to be handled. Then, the staff member can input the start of customer service on the screen 700.

[0061] Screen 700 has a similar configuration to screen 500 in which floor manager 401 inputs information when a customer visits the store, but is configured to allow input of merchandise to be proposed to the customer while serving the customer. As shown in the figure, screen 700 has a pre-information area 701 in which the information input when the customer visits the store is displayed, a start button 702 for inputting the time when the staff member actually started serving the customer and an end button 703 for inputting the time when the staff member finished serving the customer, a merchandise selection area 704 for selecting the merchandise to be proposed, and an update button 705 used to reflect various inputs in the customer service event information.

[0062] In the advance information area 701, for the corresponding customer service event, a customer service ID 711, a person in charge name 712, a matter 713, a scheduled start time 714, a scheduled end time 715, contract information 716, and special notes 717 are displayed. Since the various information displayed in the advance information area 701 is information that is determined in advance, it may be configured so that it cannot be changed during the customer service.

[0063] The start button 702 and the end button 703 are exclusively controlled in terms of the timing at which they can accept an operation input. Before the start of the customer service event, only the start button 702 can accept an operation input, and after the start of the customer service event, only the end button 703 can accept an operation input. When an operation input is made to these buttons, an update request is transmitted to the support server 100, and information indicating the status of the customer service event (service status 323, start time 324) is updated. Therefore, the staff member can input the start of customer service by performing an operation input to the start button 702 on the screen 700. At this time, information indicating this is transmitted from the staff member's communication terminal 200 to the support server 100, the service status 323 of the corresponding customer service event information is changed to serving, and the current time is stored in the start time 324. The information of the elapsed time 325 is updated to the difference between the current time and the start time 324, for example, at a predetermined time interval.

[0064] During the customer service, the staff member, while dealing with the matter, appropriately refers to the information displayed in the product selection area 704 of the screen 700 and proposes products. In the product selection area 704, priority products 721 that are being promoted by the store 400, mobile line operators, etc., such as products currently being promoted in campaigns or products with high profit margins, and other general products 722 are arranged. In the example shown in the figure, the priority products 721 are arranged as Internet (optical line) connection services, power supply services, and credit cards, and the general products 722 are arranged as incidental products that are basically equivalent to options. Here, the priority products 721 are products that can be proposed more actively than the general products 722, so multiple types of options are arranged separately for each of them. In contrast, general products 722 are a category of products that are proposed based on, for example, a customer's preferences, values, etc., and are expected to be proposed less frequently than priority products 721. Therefore, detailed sub-options are not arranged on screen 700, and major categories of products are arranged, and combinations of sub-options, for example, may be configured to be selectable on a separate screen (not shown) that is displayed after selecting an item for general products 722.

[0065] However, since there are a wide variety of products that can be proposed by a sales agency, it is not realistic to force the salesperson to select and input the products proposed / to be proposed from among a wide variety of products during the customer service in order to evaluate the process related to the customer service work. For this reason, the items of products arranged in the product selection area 704 are changed according to the information in the customer information area 502 input by the floor manager 401 before the customer service starts. Products that are in demand with the customer or that may lead to a contract can be limited to some extent according to the customer's purpose and the mobile line carrier with which the customer is contracted, or trends regarding the customer's age group, family structure, etc. can be analyzed from past contract records. Therefore, the support server 100 performs control to change the products arranged in the product selection area 704 on the screen 700 displayed on the communication terminal 200 of the salesperson during the customer service according to the information acquired in the customer information area 502 before the customer service starts. This control also includes switching between displaying and not displaying each item (optical line connection service, power supply service, credit card, etc.) arranged as the priority product 721.

[0066] In the example of Fig. 7, the purpose is "model change" and the customer has a contract with "Company B", so of all the priority products, only the items of optical line connection service, electricity supply service, and credit card products with discounts on usage fees from Company B are displayed in priority products 721 of product selection area 704. Also, only the items of options provided by Company B are displayed in general products 722.

[0067] The person in charge can transmit information on the work content that will contribute to his / her own evaluation to the support server 100 by selecting the product to be proposed from the products arranged in the product selection area 704 and operating the update button 705. In the example of Fig. 7, the product items selected by the person in charge are shown in different colors to clearly indicate that they are the products that have been proposed (the items are hatched in the figure).

[0068] This reduces the time and effort required for the staff member to input information, and allows the staff member to conveniently collect information necessary for process management even while serving customers. From another perspective, since only products that are valid for proposal to customers are lined up in the product selection area 704, the customer service work can be made more efficient in terms of shortening the time spent serving customers, preventing the staff member from forgetting to make a proposal (guidance), and promoting the training of less experienced staff. From the customer's perspective, proposals of unnecessary products or products that the customer is not interested in are reduced, and products that are more beneficial to the customer are proposed, allowing the customer to receive highly satisfying customer service.

[0069] (At the end of the service) When the customer service ends after the contract for various commercial materials including the purpose and the necessary procedures are completed, the staff member inputs the end of customer service into the communication terminal 200 that the staff member is using. The input of the end of customer service is accepted by operating the end button 703 on the screen 700. When the staff member operates the end button 703, information to that effect is sent to the support server 100, and the service status 323 of the corresponding customer service event information is changed to the end of customer service, and the elapsed time 325 is fixed to the current time.

[0070] Thereafter, the display of the communication terminal 200 of the person in charge transitions from the screen 700 to a screen 800 shown in Fig. 8. The screen 800 is a screen for inputting results, in which the products that led to the acquisition (conclusion) of a contract in the current customer service event are input. As shown in Fig. 8, the screen 800 includes a pre-information area 801 similar to the pre-information area 701 of the screen 700, a results input area 802 in which the proposal results for the proposed products are input, and an update button 803 used to reflect various inputs in the customer service event information. The results input area 802 includes a focused product result 811 in which whether a contract was acquired or lost for the proposed focused product is input, and a general product result 812 in which whether a contract was acquired or lost for the proposed general product is input.

[0071] In the focus product result 811, the proposed focus product is displayed in the proposed focus product 821, and the person in charge can input the proposal result for the focus product by selecting either the acquired button 822 or the lost button 823. The acquired button 822 and the lost button 823 are both in an unselected state in the initial state, and only one of them can be changed to a selected state. In other words, when the acquired button 822 is in a selected state and the lost button 823 is selected, the lost button 823 is selected, while the acquired button 822 is controlled to be in an unselected state. Therefore, the person in charge can easily input whether the focus product proposed for the customer service event resulted in a contract being acquired or lost.

[0072] On the other hand, general product results 812 display items of proposed general products, and the person in charge can change the coloring of the items of those general products that have won a contract by inputting operations on those items (for example, by changing the color of the item), and can input whether the contract was won or lost depending on that state.

[0073] After inputting the proposal result of the product for the customer service event handled on the screen 800, the staff member can transmit the performance information for the customer service event to the support server 100 by operating the update button 705. Note that, although omitted in the example of the screen 800 for ease of understanding of the invention, sales information for the sale of accessories for mobile phone terminals and the like in relation to the customer service event may be input on the screen 800. When the support server 100 receives the proposal result information, the result information 332 and the sales information 319 of the proposed product information 318 of the corresponding customer service event information are updated based on the received information. Furthermore, when the result information 332 is stored in the customer service event information for all the proposed products, performance information for the customer service event is generated based on the customer service event information and registered in the performance DB 130.

[0074] In this way, even when inputting the proposal results at the end of a conversation, the information displayed in the results input area 802 on screen 800 is limited to the products that were proposed during the conversation, so the staff member can easily complete inputting the proposal results.

[0075] (Other information provided) In addition to the function of providing information to the floor manager 401 and staff 402 (person in charge) related to the practical aspects of customer service events, the support service of this embodiment also has a function that allows the user to check various information even during periods when they are not working.

[0076] The first information provision function is a schedule management function related to store operation. This function provides schedule information of users belonging to one store 400 on a schedule list screen 600 shown in Fig. 6. The schedule list screen 600 displays the schedules of employees including the floor manager 401, with columns for each user arranged horizontally and a time axis arranged vertically, with schedules related to customer service events assigned to each user displayed as rectangles.

[0077] 6, the schedule list screen 600 shows the schedule for the viewing date, and a time line 601 for the current time is shown. The rectangle for each customer service event is configured based on the scheduled start time 321 and scheduled end time 322 of the corresponding customer service event information, and includes a customer service ID and a subject of the event within the rectangle. For customer service events for which the customer service status 323 of the customer service event information is in service, a customer service icon 602 is shown.

[0078] In addition to customer service events, the schedule list screen 600 also includes schedules for "role-playing," which indicates that training is taking place, "floor manager," which indicates that the user is working as floor manager 401, and "break," which indicates that the user is on break.

[0079] The schedule list screen 600 is configured for each store, and the floor manager 401 and staff member 402 who are dedicated to a store can view the schedule list screen 600 related to the store to which they belong using the communication terminal 200. On the other hand, the floor manager 401 who belongs to multiple stores and the area manager 403 who manages multiple stores can view the schedule list screen 600 of other stores by performing an operation input to switch stores. Furthermore, the schedule list screen 600 may be configured to be viewable by switching, not limited to the schedule of the current day, for each day during the period for which customer service event information is managed in the customer service event DB 120.

[0080] The second information provision function is a function for the floor manager 401 to manage the current customer service status of the store 400. This function provides a list of customer service events currently being handled at the store 400 (customer service events whose handling status 323 is "handling") on a customer service status screen 900 shown in Fig. 9. On the customer service status screen 900, for each customer service event currently being handled, a staff member name 901, customer service ID 902, subject 903, elapsed time 904, an end button 905 for instructing the customer to end the service, a product selection status area 906 in which the products proposed by the staff member can be viewed, and a prior information confirmation button 907 for confirming prior information are displayed.

[0081] The floor manager 401 can grasp the customer service status, such as what requirements the staff member 402 currently serving is proposing, what products, and how much time it is taking, at a glance, using the customer service status screen 900. Based on the customer service status screen 900, the floor manager 401 can determine whether support from the staff member is necessary, such as advice for winning a contract or guidance on suitable products, or can take measures to change the staff member in a customer service event that is taking too long.

[0082] The procedure for changing the person in charge can be started, for example, by inputting an operation to the end button 905 arranged for the target customer service event. When the operation input is made to the end button 905, the display of the communication terminal 200 of the floor manager 401 transitions to a schedule list screen 1000 as shown in Fig. 10(a). On the schedule list screen 1000, a rectangle 1001 related to the target customer service event is displayed so as to be identifiable, for example, by being highlighted, and the floor manager 401 can make a schedule change related to the change of the person in charge by moving the rectangle 1001 to the column of the next person in charge (the person in charge after the change) as shown in Fig. 10(b) and inputting an operation to the save button 1002.

[0083] More specifically, when the save button 1002 is operated, the support server 100 changes the person in charge ID 314 of the corresponding customer service event information to the user ID of the next person in charge, and also changes the schedule information 315 and the replacement information 320. The replacement information 320 is changed, for example, by storing, for the previous person in charge, information on the time the person in charge was in charge (elapsed time 325) and information on the product for which an agreement was obtained before the replacement, in association with the user ID of the person in charge. The schedule information 315 may be changed, for example, to change the customer service status 323 to on hold, reset the scheduled start time 321 and scheduled end time 322, and reset the elapsed time 325.

[0084] When the information input by the floor manager 401 regarding the change of staff member is reflected, a notification is sent from the support server 100 to the communication terminals 200 used by both the old staff member and the new staff member. The notification sent to the former communication terminal 200 indicates that a change has been instructed for the customer service event currently being handled. The notification sent to the latter communication terminal 200 indicates that a handover of the customer service event handled by another staff member 402 has been instructed. The notification instructing a handover may include the scheduled start time 321, the purpose, advance information about the customer, information about the proposed products before the change, etc.

[0085] When the new staff member takes over the counter for the customer service event, he or she operates the communication terminal 200 to display the screen 700 for the customer service event and inputs the start of customer service, just as when the new staff member was serving customers. In other words, when the new staff member operates the start button 702 to input the operation input, the service status 323 of the corresponding customer service event information is changed again to serving customers in the support server 100, and the current time is stored in the start time 324. The information on the elapsed time 325 is updated to the difference between the current time and the start time 324, for example, at a predetermined time interval.

[0086] In addition, the products placed in the product selection area 704 on the screen 700 after the new staff member begins serving customers may be changed based on the information in the customer information area 502 initially entered by the floor manager 401, as well as the results of product suggestions made by the previous staff member.

[0087] In this embodiment, the change of staff member is explained as being performed by moving the rectangle 1001 related to the customer service event on the schedule list screen 1000 related to the store 400, but the columns of staff members 402 displayed in the list on the schedule list screen 1000 may be limited to the previous staff member and staff members 402 who are available to serve customers at the current time and have good performance in handling the relevant matters. This allows the floor manager 401 to select a new staff member from among the more suitable staff members 402, just as when a customer visits the store.

[0088] Furthermore, the change of person in charge is not limited to being performed by moving the rectangle 1001 related to the customer service event on the schedule list screen 1000, but may also be performed, for example, by directly inputting the person in charge on the details screen of any customer service event to which a transition can be made from the customer service status screen 900.

[0089] The third information providing function is a function for viewing the results of the customer service business. This function is provided mainly to the floor manager 401 and the area manager 403, and allows the number of contracts acquired for each product, the contract acquirer, the contract acquisition rate / loss rate, the number of proposals, etc. to be confirmed. The results of the aggregation may be, for example, a result of the day's results being aggregated and confirmed in real time (flash report), or a result of the aggregation being aggregated and confirmed in a predetermined time unit such as monthly or weekly. In the business support system of this embodiment, since the performance information is accumulated in the form shown in FIG. 3(c), the support server 100 generates and provides the results of aggregation in various ways such as by store or by staff, according to the authority granted to the role of the user who is viewing. For example, in the form viewed by the area manager 403, it is also possible to display a comparison of the performances of multiple stores managed by the area manager 403, the aggregated results of the performances by region, etc. This function allows the store management and staff processes to be appropriately evaluated, and the efficiency of deciding the sales strategy to be developed in the store or region, and the decision of the training policy for each staff member, etc. can be improved.

[0090] Information provision processing Hereinafter, the information providing process executed in the support server 100 of this embodiment for providing information (display information) for displaying a screen related to a support service on the communication terminal 200 when a customer service event is held will be described in detail with reference to the flowchart in Fig. 11. The process corresponding to the flowchart can be realized by the control unit 101 reading out a corresponding processing program stored in the storage device 102, for example, and expanding and executing the program in the memory 103. This information providing process will be described as being started when a request for providing display information related to the support service is received from the communication terminal 200 that has logged in to the support service and established a session therewith.

[0091] The request for providing display information is sent to the support server 100 from the communication terminal 200 where the operation input is made, triggered by an operation input for transitioning to the screens of the various functions described above or an operation input for reflecting the information input on the various screens in the customer service event information, etc. Therefore, the request for providing can be sent to the support server 100 together with other information depending on the situation, such as information on a customer service ID that identifies the customer service event information or information for updating the customer service event information.

[0092] In the following description, in order to facilitate understanding of the invention, the information provision process will be described as including only a process of providing display information to the communication terminals 200 used by users, the floor manager 401 and the person in charge (staff member 402) who handle the business related to the customer service event. However, the implementation of the present invention is not limited to this, and it goes without saying that the information provision process may also include a process of providing display information related to the customer service event to staff member 402 other than the person in charge and area manager 403.

[0093] In S1101, the control unit 101 identifies the role of the user who uses the communication terminal 200 that has transmitted the provision request. More specifically, the control unit 101 acquires the user ID of the user who is logged in for the session in which the provision request has been received, and identifies the role of the user who uses the communication terminal 200 that has transmitted the provision request by referring to role information 304 of the user information managed in the user DB 110 for the relevant user ID.

[0094] In S1102, the control unit 101 judges whether or not the role of the user identified in S1101 is the floor manager 401. If the control unit 101 judges that the role of the user is the floor manager 401, the process proceeds to S1103, and if the role is not the floor manager 401, i.e., the role is the staff 402, the process proceeds to S1104.

[0095] In S1103, the control unit 101 executes a first generation process related to the generation of display information for the floor manager 401.

[0096] First Generation Process Here, the first generation process executed in this step will be described in detail with reference to the flowchart of FIG.

[0097] In S1201, the control unit 101 determines whether the received provision request is based on an operation input for a specific customer service event. The determination in this step is made based on whether a customer service ID has been received along with the received provision request. That is, in this step, the control unit 101 determines whether the received provision request is a request to provide customer service event information or display information for provisionally generated customer service event information. If the control unit 101 determines that the received provision request is based on an operation input for a specific customer service event, it transfers the process to S1202, and if it determines that this is not the case, it transfers the process to S1211.

[0098] In S1202, the control unit 101 refers to the service status 323 of the customer service event information to which the service ID is attached based on the service ID received together with the provision request, and determines whether or not the customer service has not yet started. Here, the customer service event information includes provisional customer service event information stored in the memory 103 in addition to the information already registered in the customer service event DB 120. If the control unit 101 determines that the service status 323 of the customer service event information to which the service ID is attached indicates that the customer service has not yet started, the control unit 101 shifts the process to S1203, and if the control unit 101 determines that the service status 323 does not indicate that the customer service has not yet started, the control unit 101 shifts the process to S1208. Note that in the first generation process of this embodiment, a request to provide display information made for a customer service event that is not before the customer service has started will be described as a request to provide display information regarding a change of staff member for a customer service event currently being served.

[0099] In S1203, the control unit 101 judges whether the received request for provision is based on an operation input related to updating the customer information or the scheduled start time. That is, in this block, the control unit 101 judges whether the request is based on an operation input made to the update button 505 in order to reflect the input made in the customer information area 502 or the scheduled start time box 521 on the screen 500 in the customer service event information. The judgment in this step is made based on whether the information received together with the request for provision includes information for changing the value input in the customer information area 502 or the scheduled start time box 521. If the control unit 101 judges that the received request for provision is based on an operation input related to updating the customer information or the scheduled start time, the control unit 101 shifts the process to S1204, and if it judges that the request is not based on an operation input, the control unit 101 shifts the process to S1205.

[0100] In S1204, the control unit 101 updates the corresponding information of the customer service event information based on the information received together with the provision request, and identifies the staff member 402 appropriate for the customer service event based on the updated information. Then, the control unit 101 generates display information including a list of the staff member 402, and completes the first generation process.

[0101] On the other hand, if it is determined in S1203 that the received provision request is not based on an operation input related to updating customer information or the scheduled start time, the control unit 101 determines in S1205 whether or not all of the information necessary to start customer service for the customer service event to be held has been input. The determination in this step is based on whether or not at least the information of the person in charge ID 314, schedule information 315, matter information 316, and customer information 317 of the customer service event information necessary to start customer service for the customer service event to be held becomes valid values ​​from the information received together with the provision request. If the control unit 101 determines that all of the information necessary to start customer service for the customer service event to be held has been input, the control unit 101 shifts the process to S1206, and if it determines that there is information that has not yet been input, the control unit 101 shifts the process to S1207.

[0102] In S1206, the control unit 101 updates the corresponding information of the customer service event information based on the information received together with the provision request, and registers the updated customer service event information in the customer service event DB 120. Furthermore, as necessary, that is, when operational input related to the screen 500 is continuously performed on the communication terminal 200 used by the floor manager 401, the control unit 101 generates display information based on the registered customer service event information, and completes this first generation process.

[0103] On the other hand, if it is determined in S1205 that there is information that has not yet been entered, the control unit 101 updates the corresponding information in the customer service event information based on the information received along with the supply request in S1207, generates display information based on the updated information, and completes this first generation process.

[0104] Furthermore, if it is determined in S1202 that the service status 323 of the customer service event information is not before service has started, the control unit 101 determines in S1208 whether or not the received request for provision is based on an operational input to the end button 905 on the customer service status screen 900. If the control unit 101 determines that the received request for provision is based on an operational input to the end button 905, it shifts the process to S1209, and if it is not based on an operational input to the save button 1002 related to a schedule change to change the person in charge, it shifts the process to S1210.

[0105] In S1209, the control unit 101 generates display information for the schedule list screen 1000 for person in charge change, and completes the first generation process.

[0106] On the other hand, if it is determined in S1208 that the request for providing service received is not based on an operation input to the end button 905, the control unit 101 makes a change to the corresponding customer service event information relating to a change in the person in charge in S1210. More specifically, the control unit 101 changes the person in charge ID 314 of the corresponding customer service event information to the user ID of the next person in charge, and changes the schedule information 315 and the change information 320. Furthermore, as necessary, that is, when the customer service status screen 900 is subsequently viewed on the communication terminal 200 used by the floor manager 401, the control unit 101 generates display information related to the customer service status screen 900, and completes this first generation process.

[0107] On the other hand, if it is determined in S1201 that the received provision request is not based on an operation input for a specific customer service event, the control unit 101 determines in S1211 whether or not the received provision request is based on an operation input for transitioning to a screen 500 related to a new customer service event. That is, in this step, the control unit 101 determines whether or not the received provision request is a provision request transmitted in response to an operation input for displaying the screen 500 in order to newly input information when a customer visits the store. If the control unit 101 determines that the received provision request is based on an operation input for transitioning to the screen 500 related to a new customer service event, the control unit 101 shifts the process to S1212, and if it is not based on an operation input for transitioning to the customer service status screen 900, the control unit 101 shifts the process to S1213.

[0108] In S1212, the control unit 101 automatically assigns a service ID to the provisional service event information to be registered in the service event DB 120, and generates display information for the screen 500 including the service ID.

[0109] On the other hand, if it is determined in S1211 that the received provision request is not based on an operation input related to a screen transition related to a new customer service event, the control unit 101 generates display information for the customer service status screen 900 in S1213 and completes the first generation process. More specifically, the control unit 101 generates display information for the customer service status screen 900 based on customer service event information registered in the customer service event DB 120 and whose service status 323 is in service.

[0110] On the other hand, if it is determined in S1102 of the information provision process that the role of the user is staff 402, the control unit 101 executes a second generation process related to the generation of display information for the person in charge in S1104.

[0111] <Second Generation Process> Here, the second generation process executed in this step will be described in detail with reference to the flowchart in Fig. 13. In order to facilitate understanding of the invention, it is assumed that a screen 700 related to the customer service event for which the person in charge is displayed on the communication terminal 200 used by the person in charge, and the customer service ID of the customer service event for which the person in charge is received together with a provision request from the communication terminal 200.

[0112] In S1301, the control unit 101 refers to the service status 323 of the service event information to which the service ID is attached based on the service ID received together with the provision request, and determines whether the service has not yet started, is in progress, or has ended. If the control unit 101 determines that the service status 323 of the service event information is before service has started, the process proceeds to S1302, if the control unit 101 determines that the service is in progress, the process proceeds to S1304, and if the service has ended, the process proceeds to S1307.

[0113] In S1302, the control unit 101 determines whether the received provision request is based on an operational input to the start button 702 of the screen 700 related to the customer service event. If the control unit 101 determines that the received provision request is based on an operational input to the start button 702, it shifts the process to S1303, and if it determines that the request is not based on an operational input to the start button 702, it ends the second generation process.

[0114] In S1303, the control unit 101 stores the current time in the start time 324 of the corresponding customer service event information, and changes the service status 323 to "serving." The control unit 101 then generates display information for the status indicating that customer service has started, and completes the second generation process.

[0115] On the other hand, if it is determined in S1301 that the service status 323 is "serving," the control unit 101 determines in S1304 whether or not the received provision request is based on an operational input to the end button 703 on the screen 700. If the control unit 101 determines that the received provision request is based on an operational input to the end button 703, it shifts the process to S1305, and if it is not based on an operational input to reflect the suggested product selected during service (an operational input to the update button 705), it shifts the process to S1306.

[0116] In S1305, the control unit 101 fixes the elapsed time 325 of the corresponding customer service event information to the difference between the current time and the start time 324, and changes the service status 323 to "service ended." Then, the control unit 101 generates display information for the screen 800 for inputting the proposal results of each product, and completes the second generation process.

[0117] On the other hand, if it is determined in S1304 that the request for provision is not based on an operation input for the end of customer service, the control unit 101 updates the proposed product information 318 of the corresponding customer service event information in S1306 based on the selection information of the proposed product received together with the request for provision. More specifically, the control unit 101 adds the product ID 331 of the selected product to the proposed product information 318. Furthermore, the control unit 101 generates display information based on the corresponding customer service event information in order to continue displaying the screen 700 on the communication terminal 200 used by the staff member, and completes this second generation process.

[0118] On the other hand, if it is determined in S1301 that the service status 323 is "service finished", the control unit 101 updates the proposed product information 318 of the corresponding customer service event information based on the information on the proposal result received together with the provision request in S1307. That is, the control unit 101 determines that the proposal request received when the service status 323 of the customer service event information is "service finished" is based on an operation input to the update button 803 on the screen 800, and updates the customer service event information by storing the information on the proposal result in the result information 332 associated with the corresponding product ID 331 of the proposed product information 318 based on the information on the proposal result input by the person in charge in the performance input area 802. Furthermore, the control unit 101 generates display information related to the screen 800 as necessary, i.e., when the screen 800 is subsequently viewed on the communication terminal 200 used by the person in charge, and completes this second generation process.

[0119] In this way, when display information is generated by the first generation process or the second generation process, the control unit 101 transmits the display information to the communication terminal 200 that sent the request for provision in S1105 of the information provision process, and completes this information provision process.

[0120] As described above, the business support device of this embodiment can provide appropriate information according to the role of the viewer and the progress of the customer service work to support the performance of the business in an optimal manner. In addition, by accumulating the customer service work results in this way, it is possible to appropriately evaluate the characteristics and capabilities of the staff, and provide feedback on the selection of appropriate staff for future customer service work and the proposal of products that match the customer.

[0121] [Variation 1] In the above embodiment, the product to be proposed to the customer is selected by the staff member 402 who has become the person in charge, but the embodiment of the present invention is not limited to this. The selection of the product to be proposed to the customer depends on the customer service experience of the staff member, so that the suitable product may not be proposed. For this reason, the floor manager 401 may be configured to be able to accept instructions on the product to be proposed by the staff member during the period from the time the customer arrives at the store to the time of the guide. That is, the product items may be arranged on the screen displayed on the communication terminal 200 used by the floor manager 401 when the customer arrives at the store, and the floor manager 401 may be configured to be able to select the suitable product. In this case, the information on the product selected by the floor manager 401 is stored in the proposed product information 318 of the customer service event information, and is displayed identifiable in the product selection area 704 of the screen 700 displayed on the communication terminal 200 used by the staff member during the customer service.

[0122] [Variation 2] In the above embodiment, the input of the proposal result (contract won / lost) for each proposed product is accepted on a separate screen to which transition is made after an operation input for the end of customer service is made, but the present invention is not limited to this. The proposal result may be input during customer service, for example, from a submenu that is displayed when selecting a product.

[0123] [Other embodiments] The invention is not limited to the above-described embodiment, and various modifications and variations are possible within the scope of the gist of the invention. [Explanation of symbols]

[0124] 100: Support server, 101: Control unit, 102: Storage device, 103: Memory, 104: Communication I / F, 110: User DB, 120: Customer service event DB, 130: Performance DB, 200: Communication terminal, 210: User, 300: Network

Claims

1. A business support device that provides display information related to customer service operations in a store to a communication terminal used by a user, A management means for generating customer service event information for each customer service task to be performed and managing the customer service content and progress of the customer service task; a receiving means for receiving, from the communication terminal, a user input related to a customer service operation and a request for providing the display information related to at least one of the customer service event information; a first identification means for identifying a role of a user who uses the communication terminal that has transmitted the provision request; A second identification means for identifying, from among the customer service event information managed by the management means, the customer service event information corresponding to the request for provision; a generating means for generating the display information based on the customer service event information identified by the second identifying means, on condition that the providing request is received by the receiving means; providing means for providing the display information generated by the generating means to the communication terminal that has transmitted the request for providing the display information; having The roles of the users include a first role of actually handling customer service operations and a second role of determining a person in charge of customer service operations from among the users in the first role; The receiving means receives advance information indicating at least one of the customer's business, attributes, and contract status as the user input before the start of a customer service operation, The management means generates the customer service event information on the condition that the advance information is received from the communication terminal used by the user of the second role, and updates the corresponding customer service event information based on the user input received by the receiving means; The generating means varies the content of the display information to be generated according to the role of the user identified by the first identifying means and the progress of the customer service event information identified by the second identifying means; The display information provided to the communication terminal used by the user of the second role includes first display information relating to a screen for inputting the advance information and for causing the management means to newly generate the customer service event information, and second display information relating to a screen for displaying a list of the customer service event information whose progress is currently serving customers; The display information provided to the communication terminal used by the user of the first role includes third display information relating to a screen to be displayed when the progress status is "serving" regarding the customer service event information for which the user of the first role has been determined as a person in charge, and fourth display information relating to a screen to be displayed when the progress status is "serving" A business support device comprising:

2. The third display information provided when the progress status is during customer service includes options of merchandise to be proposed to the customer, The generating means varies the options of the product to be included in the third display information based on the advance information received about the customer service task related to the customer service event information.

2. The business support device according to claim 1.

3. the provision request received from the communication terminal used by the user of the second role includes a request to view the customer service content of one or more customer service tasks whose progress status is "serving," The generating means generates the second display information for each of the one or more customer service tasks, when the request for providing the customer service content is received, the second display information including information on a user in charge of the customer service task, an elapsed time of the customer service, and information on a proposed product.

2. The business support device according to claim 1.

4. The business support device described in claim 3, characterized in that the second display information generated in response to the provision request requesting viewing of the customer service content further includes an element for accepting instructions to change staff for each of the one or more customer service tasks.

5. the generating means generates the fourth display information including an element for receiving the user input of a proposal result for a commodity proposed in the customer service work related to the customer service event information, on condition that the provision request is received from the communication terminal used by the user of the first role together with the user input related to the end of customer service when the progress status of the customer service event information is in service; The business support device further includes a storage means for storing a customer service business performance record based on a user input of the proposal result received by the receiving means.

4. The business support device according to claim 3.

6. The first display information is provided to the communication terminal used by the user of the second role when customer service work has not yet started, and includes an option for the user of the first role to be in charge of the customer service work, When the generation means receives the advance information from the communication terminal used by the user of the second role, the generation means varies options of the user of the first role to be included in the first display information based on a customer service performance record stored in the storage means in association with the advance information.

6. The business support device according to claim 5.

7. The first display information further includes an element for accepting designation of a scheduled start time of customer service operations, The generating means, when receiving information of the scheduled start time designated from the communication terminal used by the user of the second role, generates the first display information in which a selection of the user of the first role is changed based on a performance of the customer service operation from among the users of the first role who are available to serve at the scheduled start time.

7. The business support device according to claim 6.

8. A method for controlling a business support device that provides display information related to customer service operations at a store to a communication terminal used by a user, comprising: a management step of generating customer service event information for each of the customer service operations to be performed and managing the customer service content and progress of the customer service operation; a receiving step of receiving, from the communication terminal, a user input related to a customer service operation and a request for providing the display information related to at least one of the customer service event information; a first identification step of identifying a role of a user who uses the communication terminal that has transmitted the provision request; a second identification step of identifying, from among the customer service event information managed in the management step, a corresponding customer service event information that corresponds to the request for provision; a generating step of generating the display information based on the customer service event information identified in the second identifying step, on the condition that the request for providing is received in the receiving step; a providing step of providing the display information generated in the generating step to the communication terminal that has transmitted the provision request; having The roles of the users include a first role of actually handling customer service operations and a second role of determining a person in charge of customer service operations from among the users in the first role; In the receiving step, prior to the start of a customer service operation, advance information indicating at least one of the customer's business, attributes, and contract status is received as the user input, In the management step, the customer service event information is generated on the condition that the advance information is received from the communication terminal used by the user of the second role, and the corresponding customer service event information is updated based on the user input received in the receiving step. In the generating step, the content of the display information to be generated is varied according to the role of the user identified in the first identifying step and the progress of the customer service event information identified in the second identifying step; The display information provided to the communication terminal used by the user of the second role includes first display information relating to a screen for inputting the advance information and newly generating the customer service event information in the management process, and second display information relating to a screen for displaying a list of the customer service event information whose progress is currently serving customers; The display information provided to the communication terminal used by the user of the first role includes third display information relating to a screen to be displayed when the progress status is "serving" regarding the customer service event information for which the user of the first role has been determined as a person in charge, and fourth display information relating to a screen to be displayed when the progress status is "serving" A control method comprising:

9. A program for causing a computer to function as each of the means of the task support device according to any one of claims 1 to 7.

10. A business support system including a communication terminal used by a user and a business support device that provides display information related to customer service operations at a store to the communication terminal, The business support device includes: A management means for generating customer service event information for each customer service task to be performed and managing the customer service content and progress of the customer service task; a receiving means for receiving, from the communication terminal, a user input related to a customer service operation and a request for providing the display information related to at least one of the customer service event information; a first identification means for identifying a role of a user who uses the communication terminal that has transmitted the provision request; A second identification means for identifying, from among the customer service event information managed by the management means, the customer service event information corresponding to the request for provision; a generating means for generating the display information based on the customer service event information identified by the second identifying means, on condition that the providing request is received by the receiving means; providing means for providing the display information generated by the generating means to the communication terminal that has transmitted the request for providing the display information; having The communication terminal includes: a transmitting means for transmitting the user input and the provision request; a display means for performing a display based on the display information provided by the providing means; having The roles of the users include a first role of actually handling customer service operations and a second role of determining a person in charge of customer service operations from among the users in the first role; The receiving means receives advance information indicating at least one of the customer's business, attributes, and contract status as the user input before the start of a customer service operation, The management means generates the customer service event information on the condition that the advance information is received from the communication terminal used by the user of the second role, and updates the corresponding customer service event information based on the user input received by the receiving means; The generating means varies the content of the display information to be generated according to the role of the user identified by the first identifying means and the progress of the customer service event information identified by the second identifying means; The display information provided to the communication terminal used by the user of the second role includes first display information relating to a screen for inputting the advance information and for causing the management means to newly generate the customer service event information, and second display information relating to a screen for displaying a list of the customer service event information whose progress is currently serving customers; The display information provided to the communication terminal used by the user of the first role includes third display information relating to a screen to be displayed when the progress status is "serving" regarding the customer service event information for which the user of the first role has been determined as a person in charge, and fourth display information relating to a screen to be displayed when the progress status is "serving" A business support system comprising:

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