Business Support System

Abstract

To provide a business support system that properly records a response to a contact made through a telephone call between a customer and a company, or the like.SOLUTION: A business support system includes: a store telephone set 60 connected to a public phone line N3 via a telephone exchange 50 of a store S; the telephone exchange 50 which generates, on receipt of an outside call, an incoming-call log which is a record regarding the call; a call management apparatus 30 which receives an incoming-call log at each incoming call from a customer, from the telephone exchange 50 of each store S, and generates, from all incoming-call logs in a predetermined period, incoming-call information that records all incoming-call logs in the predetermined period; and a CRM server 10 which compares, on receipt of the incoming-call information, the incoming-call information with customer attribute information and recognizes a correspondence relationship between a caller in the incoming-call information and a customer registered in the stored customer attribute information.SELECTED DRAWING: Figure 1

Description

Technical Field

[0001] The present invention relates to a business support system used for business activities of enterprises such as securities companies.

Background Art

[0002] Business support systems for managing and selling products using a network are widely used. In particular, various financial products that are commodities in financial institutions, securities companies, etc. are greatly different in nature from other products, and many complex procedures and legal restrictions are imposed on their buying and selling. Therefore, a system that manages all information related to business activities by computer is used. This enables efficient business activities and also facilitates ensuring the legality of business activities. Such a system is known as a CRM (Customer Relationship Management) system.

[0003] Patent Document 1 describes the functions and configurations of such a CRM system. In this system, a system that can centrally manage and display information related to the business content for each customer is described. Such information includes, together with customer attribute information (name, address, telephone number, etc.), for example, visitor reservations, seminar reservations, questionnaire results, etc. When the contact between the customer and a securities company, etc. is made via the Web (Web server), in this system, creation and management of such information can be performed particularly easily.

[0004] In addition, contacts between customers and securities companies or the like may sometimes be made by telephone or fax. In contrast, responses such as by telephone or fax are made at a call center, and in this call center, a CTI (Computer Telephony Integration) system that manages this response in cooperation with a computer is used. In the system described in Patent Document 1, by connecting the CTI system (CTI server) and this CRM system, it is possible to automatically recognize, register, and manage information regarding customers such as reservation for a visit by phone, reservation for attending a seminar, etc. In particular, since reservations for a visit, reservation for attending a seminar, etc. can be specified by a customer using a push button on a telephone or the like, it is easy to automatically import such information into the CRM system by using the CTI system.

Prior Art Documents

Patent Documents

[0005]

Patent Document 1

Disclosure of the Invention

Problems to be Solved by the Invention

[0006] Among the information to be recognized on the CRM system side as described above, the content of a telephone call when a telephone call is made as a means of communication between a salesperson and a customer is also included. Even in this case, by making a telephone call via a call center (CTI system) as described above, it becomes easy to import such information to the CRM system side.

[0007] However, in telephone contact via a call center, there are problems such as difficulty in real-time response when, for example, access is concentrated. For this reason, in practice, customers often called salespersons (or sales stores) directly without going through the call center. In such a case, in order to incorporate this telephone contact into the CRM system as described above, it was necessary for the salesperson to input this fact into the CTI system or the CRM system. In this case, not only does the workload of the salesperson increase, but there is also a high possibility of input omission and the like, which may pose a problem in promoting sales activities.

[0008] Therefore, even when there is telephone contact between a customer and a company or the like, a customer management system that can appropriately record the response based on this contact is desired.

[0009] The present invention has been made in view of such a situation, and an object thereof is to solve the above problems.

Means for Solving the Problems

[0010] The present invention is a sales support system for supporting sales activities for customers, including customer attribute information which is information for identifying the registered customers and includes the telephone numbers of the customers, and sales history information including records of the history of sales activities for the customers, a database server for storing them, a CRM server for processing various kinds of information in the sales activities based on the customer attribute information and the sales history information, a telephone exchange for connecting an incoming external call received via a public telephone line to an internal telephone via an internal line and creating an incoming call log specifying the incoming date and time of the external call and the telephone number of the caller, and a telephone management device for obtaining the incoming call log from the telephone exchange and transmitting incoming call information including the content of the incoming call log obtained within a certain period to the CRM server. The CRM server identifies the correspondence relationship between the caller and the customer by comparing the telephone number of the caller in the obtained incoming call information with the telephone number of the customer in the customer attribute information. Then, on the terminal installed at the business store, it is displayed that there has been a phone call from the customer recognized as the caller. For the user of the terminal, an unregistered customer response authority that enables corresponding to unregistered customers is set according to the user. When the caller not corresponding to the customer registered with the customer attribute information in the incoming call information is recognized, if the user who operated the terminal has the unregistered customer response authority, it is displayed on the terminal that there has been a phone call from the caller. If the user who operated the terminal does not have the unregistered customer response authority, it is not displayed on the terminal that there has been a phone call from the caller. 。 Further, the CRM server may cause the terminal to display a message requesting an update of the sales history information for the customer recognized as the caller source. In addition, the customer attribute information includes an identification number of a sales store in charge of handling the customer or an identification number of a salesperson in charge of handling the customer. When the CRM server determines, based on the customer attribute information, that the sales store corresponding to the recognized customer is the same as the sales store where the terminal is installed, or when it determines that the salesperson corresponding to the recognized customer is the user who operates the terminal, the CRM server may cause the terminal to display a message indicating that there has been a phone call from the recognized customer. Further, the CRM server may periodically cause the terminal to display a message indicating that there has been a phone call. In addition, the CRM server may associate the caller source in the incoming call information with the customer in the customer attribute information and cause the terminal to display the association in all the sales stores connected to the sales support system. In addition, a customer limitation authority for limiting the customers that can be handled is set for the user of the terminal according to the user. For customers outside the range determined according to the customer limitation authority of the user who operates the terminal, the CRM server may not cause the terminal to display a message indicating that there has been a phone call. Further, the CRM server may present, to the sales store or the salesperson corresponding to the customer recognized as the caller source, a text used when making a callback to the customer, including the name of the customer and the incoming call date and time in the corresponding incoming call log. 。

Advantages of the Invention

[0011] According to the present invention, even when there is a contact using a phone between a customer and an enterprise or the like, the response based on this contact can be appropriately recorded.

Brief Description of the Drawings

[0012]

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Embodiments for Carrying Out the Invention

[0013] Next, embodiments for carrying out the present invention will be specifically described with reference to the drawings. FIG. 1 is a diagram showing a configuration when a business support system 1 according to an embodiment of the present invention is used in a securities company. Here, this business support system 1 includes a CRM server (computer) 10, a database server 20, a telephone management device 30 provided on the data center D (or head office) side, and a business-use PC (terminal) 40 which is a personal computer provided on the business store S side, and a telephone exchange 50. On the business store S side, it is assumed that a business-use PC 40 and a business store telephone (extension telephone) 60 are provided for each salesperson. In FIG. 1, two salespersons SA1 and SA2 are shown, but actually there are more salespersons, and accordingly, business-use PCs 40 and business store telephones 60 are provided. One telephone exchange 50 is provided in the business store S, and a plurality of business store telephones (extension telephones) 60 are connected thereto.

[0014] In the database server 20 connected to the CRM server 10, information related to the business activities of each registered customer is stored. This information includes customer attribute information indicating the attributes of the customer, such as the customer's name, identification number (customer code), address, telephone number, etc., and two types of business history information including the history of the business activities of each customer (including indirect business activities such as the content of telephone contacts and participation in seminars). The CRM server 10 performs an operation of supporting the business activities of salespersons for each customer using this information.

[0015] The CRM server 10 is connected to the business-use PC 40 on the business store S side via a network (intranet, etc.) N1, and can obtain the above information from the business-use PC 40 side, store it in the database server 20, and manage it. In FIG. 1, only one business store S is shown, but actually there are a plurality of business stores S, and business-use PCs 40, telephone exchanges 50, and business store telephones 60 are similarly provided in each business store S.

[0016] On one hand, in FIG. 1, as customers of this securities company, two customers, CA1 and CA2, are listed. Under each customer, a customer PC (personal computer) 100 is provided. The customer PC 100 is connected to the business PC 40 via a network (such as the Internet) N2. As a result, each customer can send communications (such as e-mails) and various data to the business PC 40 during business activities and can also perform various confirmation operations. In FIG. 1, only two customers, CA1 and CA2, are listed, but in reality, there are actually many customers similarly.

[0017] With this configuration, for example, when business activities between customers CA1, CA2 and the business store S (securities company) are carried out via the Web by the business PC 40 and the customer PC 100, the business PC 40 can send its records to the CRM server 10 via the network N1. As a result, the CRM server 10 can create or update the customer attribute information and business history information of this customer stored in the database server 20. This is the same as the case when using a conventionally used CRM server (CRM system). Note that if there are no security issues, the network N1 may be made common with the network N2 (such as the Internet).

[0018] The business PC (terminal) 40 is an ordinary personal computer that can be connected to the networks N1 and N2, and its configuration is shown in FIG. 2. Here, a PC control unit 41 equipped with a CPU that controls the entire business PC 40 is provided. When the PC control unit 41 performs this operation, an operation unit 42, which is a keyboard or touch panel that receives user operations, and a display unit 43, which is a display that displays various information, are provided. Also, a working memory 44 used when the PC control unit 41 operates is provided. In addition, a PC storage unit 45 composed of a large-capacity hard disk and non-volatile memory that stores various information as described later is provided. Also, a network connection unit 46 for exchanging various data with the customer PC 100 and the CRM server 10 by connecting to the networks N1 and N2 is provided.

[0019] The CRM server 10 is a computer connectable to the networks N1 and N2. As shown in its configuration in FIG. 3, here too, similar to the business-use PC 40, a control unit 11, an operation unit 12, a display unit 13, a working memory 14, a storage unit 15, and a network connection unit 16 are provided. In this sales support system 1, the operation in the CRM server 10 is performed by the business-use PC 40 being operated by a user (salesperson). Each salesperson is registered as this user, and the user information for this purpose is stored in the storage unit 15.

[0020] In this sales support system 1, when there is a telephone call from the customer side to the sales store S side, this telephone call is also managed using the CRM server 10. For this reason, in FIG. 1, on the customer side, together with the customer PC 100, a customer telephone 110 connected to the sales store S side via the public telephone line N3 is provided.

[0021] Here, in the sales store S, the store telephone 60 is connected to the public telephone line N3 via a telephone exchange (PBX: Private Branch Exchanger) 50. When the telephone exchange 50 receives an outside line call from the customer telephone 110, it switches this to an inside line call and connects it to the selected store telephone 60. For this reason, when making a call from the customer (customer telephone 110) to a salesperson in the sales store S, a call is made to the outside line number of this sales store S, and then one store telephone 60 is selected by the telephone exchange 50 and designated as the call destination.

[0022] In addition, when there is an incoming call from an external line, the telephone exchange 50 creates an incoming call log, which is a record of this call, at the end of this call. This incoming call log includes the incoming call date and time and the telephone number of the caller. Although only one store S is described in FIG. 1, actually, store telephones 60 and telephone exchanges 50 are similarly provided in a plurality of stores, and incoming call logs are similarly created in all telephone exchanges 50. Note that the same applies when facsimile communication is performed from the customer side via the public telephone line N3 instead of a call, or when facsimile communication is performed via the telephone exchange 50. Hereinafter, only the case where a call is made using the customer telephone 110 will be described.

[0023] Note that the customer telephone 110 and the store telephone 60 are arbitrarily connected via the public telephone line N3 and can communicate with each other. They may be ordinary fixed telephones or smartphones capable of information exchange via the network N2 or the like. However, even if information exchange via the network N2 or the like is possible, hereinafter, only the case where a call is made via the public telephone line N3 will be described.

[0024] A telephone management device 30 connected to all telephone exchanges 50 via the network N1 is provided in the data center D. Each telephone exchange 50 transmits the incoming call log to the telephone management device 30 via the network N1, and the telephone management device 30 receives this. The incoming call log is transmitted to the telephone management device 30 every time there is an incoming call from an external line to the telephone exchange 50. The telephone management device 30 is connected in the vicinity of the CRM server 10 and installed in the data center D. Alternatively, the telephone management device 30 may be a component of the CRM server 10.

[0025] The telephone management device 30 can receive this incoming call log and recognize the incoming call information, which is a record of all incoming calls within a certain period. The CRM server 10 obtains this incoming call information from the telephone management device 30. In this business support system 1, operations are performed based on this incoming call information.

[0026] Even in a conventional CRM system (for example, Patent Document 1), information based on communication with a customer telephone was used. However, in this case, a call center (CTI system) that collectively manages communication (calls) with the customer telephone was used. For example, this CTI system received seminar reservations, questionnaire results, etc. by operating the push buttons of the customer telephone, and the results were registered as customer-related information in the CRM system. On the other hand, in this sales support system 1, only its call function is used, and the CRM server 10 obtains and uses the incoming call log related to this call. Therefore, a call center (CTI system) that collectively manages calls with customers is unnecessary.

[0027] Figure 4 shows the configuration of the telephone exchange 50. As described above, since the telephone exchange 50 has a function as a normal PBX, a PBX function unit 51 having this function is provided. When there is an incoming call from the customer telephone 110 via the public telephone line N3, the PBX function unit 51 switches and connects to one of the connected store telephones 60, thereby realizing a call between the customer telephone 110 and the selected store telephone 60. At this time, it has a transfer function of transferring the call to another store telephone 60, a hold function of waiting when the call destination is not determined, a function of connecting the connected store telephones 60 to each other by an internal line to make a call, etc.

[0028] When there is an incoming call from the outside line to the PBX function unit 51, the PBX control unit 52 obtains the telephone number of the caller from the PBX function unit 51. In addition, the PBX control unit 52 recognizes the incoming call date and time (or call start time) and the call end time by the connected time recognition unit 53. The PBX control unit 52 recognizes the incoming call date and time and the telephone number of the caller every time there is an incoming call, and creates an incoming call log specifying the incoming call date and time and the telephone number of the caller. Then, the PBX control unit 52 transmits this incoming call log to the telephone management device 20 via the network N1 by the network connection unit 54.

[0029] The telephone management device 30, as described above, obtains the incoming call logs from each store (telephone exchange 50) every time there is an incoming call from a customer, and creates incoming call information that records all the incoming call logs during a predetermined period (for example, one day) from all the incoming call logs during this period. FIG. 5 shows the configuration of the telephone management device 30. Here, the control unit 31 receives this incoming call log through the network connection unit 32 and stores it in the storage unit 33. The control unit 31 thereby creates, from all the incoming call logs during a predetermined period, incoming call information that records all the incoming calls from customers during this period as exemplified in FIG. 6, and stores it in the storage unit 33. As described above, each incoming call log is composed of an "incoming call date and time" and an "outside line number", and the control unit 31 recognizes the store (receiving store) that received this call or the receiving sub-store code, which is the sub-store code of that store, based on from which telephone exchange 50 this incoming call log was obtained. Therefore, the items in the incoming call information are "incoming call date and time", "outside line number", and "receiving sub-store code". Here, the "incoming call number" ((1) to (6)) is a number assigned here for convenience in the order of incoming calls. The control unit 31 transmits this incoming call information to the CRM server 10, and this incoming call information is stored in the database server 20.

[0030] Also, the telephone exchange 50 (PBX function unit 51) can recognize which store telephone 60 an outside line call was connected to. In this case, the identification number (for example, internal line number) of this store telephone 60 can also be included in the above-mentioned incoming call log. If a store telephone 60 is provided for each salesperson in each store as shown in FIG. 1, then, as shown on the right side of FIG. 6, the person-in-charge code (receiving salesperson code) of this salesperson corresponding to each incoming call can also be incorporated as one item in this incoming call information.

[0031] On the other hand, the database server 20 stores customer attribute information in which the attribute information of the registered customers is associated. FIG. 7 shows an example of this customer attribute information. Here, together with the customer codes assigned to each of the four customers indicated by "Customer Name", the customer name (in kana), address, and phone numbers (landline phone, mobile phone) are registered. Also, the identification number of the sales store in charge of this customer is registered as the "Responsible Store Code", and the identification number of the direct person in charge (responsible salesperson: responsible operator) in this sales store is registered as the "Responsible Operator Code". Here, when the sales store to which each salesperson belongs is predetermined, if the salesperson is identified, the sales store is automatically identified, so the item of "Responsible Store Code" is unnecessary. Note that this customer attribute information is appropriately updated by the salesperson when a new customer is found, when there is a change in the information regarding the customer, etc. The item of "Classification" in FIG. 7 will be described later.

[0032] When there is an incoming call, as the response of the salesperson (receiving operator) who is the other party to this call, there are two types: (A) when the receiving operator performs an operation corresponding to the customer's request; and (B) only the responsible operator in the customer attribute information (FIG. 7) can perform this operation, and a different receiving operator cannot perform this operation, and in this case, the receiving operator only contacts the responsible operator to that effect. The incoming call log is created in the same way in both cases, and the incoming call information (FIG. 6) is also created in the same way.

[0033] When the CRM server 10 (control unit 11) obtains the above incoming call information, it compares this incoming call information with the customer attribute information and recognizes the correspondence between the caller in the incoming call information and the customer registered in the stored customer attribute information. Here, in particular, it is checked whether there is a customer whose "outside line number" in the incoming call information matches the phone number (landline phone, mobile phone) of the customer in the customer attribute information. If there is a customer whose "outside line number" in the incoming call information matches the landline phone or mobile phone number in the customer attribute information, it can be presumed that this customer in the incoming call information is the customer corresponding to the phone number in the customer attribute information.

[0034] Therefore, the CRM server 10 recognizes the customer contact information obtained by associating the received information with the customer registration information, and stores this information in the database server 20. FIG. 8 shows the customer contact information created corresponding to the received information in FIG. 6 and the customer attribute information in FIG. 7.

[0035] In FIG. 8, from the outside line number, the customers (callers) of incoming call numbers (1) and (5) correspond to the customer with customer code 100101 in FIG. 7, the customer of incoming call number (2) corresponds to the customer with customer code 100102, the customer of incoming call number (3) corresponds to the customer with customer code 100103, and the customer of incoming call number (4) corresponds to the customer with customer code 100106. Since the caller of incoming call number (6) is recognized as not being a customer registered in the customer attribute information (an unregistered customer), the item of the customer attribute information of incoming call number (6) in FIG. 8 is blank.

[0036] Based on this customer contact information, the salesperson of this securities company can take corresponding actions for the recognized incoming call records. The following describes this operation. FIG. 9 is a flowchart showing this operation. This process is carried out in cooperation with the business-use PC 40 and the CRM server 10 in FIG. 1.

[0037] In FIG. 9, first, this process is started when the salesperson logs in to the business-use PC 40 (S1). This operation can be carried out once a day, for example, at the start of business. Thereby, the business-use PC 40 and the CRM server 10 recognize that this salesperson has started this process (S2). Here, it is assumed that this salesperson is the one with the salesperson code 801 in FIG. 8.

[0038] Recognizing this, the CRM server 10 transmits only the information in the customer contact information (FIG. 8) when the logged-in salesperson is the assigned salesperson to the business-use PC 40 side, and the business-use PC 40 receives this (S3). Thereby, this salesperson can be made to take subsequent corresponding actions.

[0039] Next, in the business-use PC 40, the PC control unit 41 causes the display unit 43 to display, as an instruction for subsequent response, the corresponding part in the customer contact information and an input screen for the corresponding process (S4). FIG. 10 shows an example of the display in this case. The salesperson can make subsequent responses for each case (incoming call numbers (1), (3), (5)) by looking at this screen. Alternatively, this sales support system 1 may be able to perform various processes other than the operations described here. In this case, when such other processes are being performed after login, for example, a key displayed as "incoming call notification function" is displayed at the edge of the screen of the display unit 43, and by operating this key, this display (S4) is caused to be performed, so that this process can be performed at any time. In the above example, it is assumed that the CRM server 10 transmits only the corresponding part in the customer contact information to the business-use PC 40, but the CRM system 10 may transmit the customer contact information in FIG. 8 as it is to the business-use PC 40, and the PC control unit 41 may cause the display in FIG. 10 to be performed using only the corresponding part thereof.

[0040] When the item of "contact history" of one case is checked, the PC control unit 41 causes the display unit 43 to display, for this case, a menu screen of the process shown in FIG. 11, for example. Here, since the attribute information of the corresponding customer is described, the salesperson can confirm the request by making a call to this customer, sending an e-mail, etc. by looking at this. The salesperson can update the sales history information for this customer accordingly.

[0041] Here, as this business history information, for example, there are a contact history information table, a visitor reservation table, a seminar reservation table, etc. described in Patent Document 1. Corresponding to these, in FIG. 11, as processes to be performed later, there are "contact history creation" (creation of a contact history information table), "visitor reservation" (creation of a visitor reservation table), "seminar reservation" (creation of a seminar reservation table), and this salesperson can perform these processes by the above-mentioned contact (S5). Also, for example, when a seminar reservation has already been made by the above-mentioned power receiving salesperson, it is possible to confirm by a seminar reservation table (not shown) that the seminar reservation has been properly made. When the power receiving salesperson code in FIG. 6 is included in the incoming call information, such confirmation is easy.

[0042] When this process is completed, the PC control unit 41 causes a "*" to be displayed in the "completed" item, as in the display of the customer of the incoming call number (1) in FIG. 10, indicating that the process for this case has been completed. Also, among the displayed cases (3 cases), the number of processed cases (1 case) and the number of unprocessed cases (2 cases) are displayed. Thus, the above process can be performed for each case until all cases are completed (S6: Yes).

[0043] By the above process, in this sales support system 1, even when there is a contact using a telephone between a customer and a securities company or the like, it is possible to appropriately handle the response to this contact and appropriately record this content.

[0044] Note that in the above example, as shown in FIG. 10, customer contact information is used for each salesperson, and the response is made by this salesperson. However, customer contact information may be used for each business store. In this case, in the cases displayed in FIG. 10, the incoming call numbers (1)(2)(3)(5) are the targets of display (processing). In this case, the salesperson who sees this display can contact the responsible salesperson for each case and have the same process performed.

[0045] In the above example, the above operation was started by the login of the salesperson (S1). In this case, regardless of the user, the customer contact information for which this store is in charge may be displayed periodically (for example, once a day) on the business-use PC 40. Furthermore, all the customer contact information may be displayed on the business-use PCs 40 of all the stores connected to this sales support system 1. In these cases, only one of the multiple business-use PCs 40 in the store may be used for this purpose. In these cases, more salespersons can recognize the customer contact information (that there has been a phone call from the customer).

[0046] On the other hand, when it is desired to enhance the confidentiality of the sales history information, at this time, it is also possible to prevent information regarding a certain customer from being shown to only specific salespersons. In this case, a customer-limiting authority that restricts the customers that can be handled can be set for the users (salespersons) registered in this sales support system 1. For this purpose, as shown in FIG. 7, each customer can be classified as shown by "classification".

[0047] In FIG. 7, in the "classification" (1 to 3), it is assumed that the confidentiality required in the case of 1 is the highest and that in the case of 3 is the lowest. On the other hand, as the above-mentioned customer-limiting authority given to the user (salesperson), for example, three types can be set: "able to view information regarding all customers in classifications 1 to 3", "unable to view information regarding customers in classification 1", and "unable to view information regarding customers in classifications 1 and 2". The CRM server 10 can restrict the customer contact information to be displayed on the business-use PC 40 according to the user according to this customer-limiting authority. As such a customer-limiting authority, in addition to the above, for example, a restriction can also be provided such that information can be viewed but correspondence (input on the screen in FIG. 11) is not permitted.

[0048] In addition, the business PC 40 or the CRM server 10 can create a standard document and display it on the display unit 43 before the salesperson responds to each telephone call (S5), and then use this. For example, for the customer with the incoming call number (1) in FIG. 10, the content of this message can be, "(AA NNN) (customer code 100101), thank you for your help. (Name of the sales branch with department code 121)·(Name of the salesperson with person code 801). Thank you for calling on 2021 / 6 / 1 / 10:05." This standard text is set so that it can be used as is in e-mails, for example, and the salesperson can use it as is in e-mails (return calls) to this customer. This allows the salesperson to more reliably respond (S5). In addition, when an e-mail is sent using such a standard text, the salesperson can easily manage information about this incoming call from this customer by simply recording the e-mail without having to operate the sales support system 1 again.

[0049] Furthermore, when displaying the customer contact information (S4), for example, a "display unregistered customers" key may be provided as shown in the lower right of Fig. 10, and when this key is operated, the screen may be switched to display unregistered customers. In this case, the CRM server 10 may cause the display unit 43 to display, for example, the screen shown in Fig. 12 for the case of the incoming call number (6) shown in Fig. 8. A salesperson who sees this can call the displayed phone number and create and register new customer attribute information for this customer.

[0050] Even in this case, similar to the case of the customer-limited restriction described above, it is possible to set, for each user, whether or not to have the authority to handle such unregistered customers (unregistered customer handling authority). In this case, the business-use PC 40 or the CRM server 10 can cause the display unit 43 to perform the display in FIG. 12 only when the user has this authority. After that, after checking the "handling history" in FIG. 12, it is possible to newly create the customer attribute information of this customer and store it in the database server 20. In the example of FIG. 12, there was only one unregistered customer, but in the case of multiple unregistered customers, processing can be performed one by one in the same manner as in the case of FIG. 10.

[0051] In this way, by imposing various restrictions on the user, even when there is a phone call from a customer, the content can be properly recorded, while maintaining a high level of confidentiality of the information regarding this customer.

[0052] In the above example, the CRM server 10, the database server 20, and the call management device 30 are centrally provided in the data center D. However, as long as the above operations can be realized, they may be appropriately distributed and installed, or may be installed in a single sales store. Also, in the example of FIG. 1, the business-use PC (terminal) 40 and the sales store telephone (extension telephone) 60 were provided for each salesperson, but it is not necessary to determine the correspondence relationship between these and the salesperson. In this case, although it becomes difficult to automatically recognize the incoming salesperson code in FIG. 6, for example, if the incoming salesperson can input this into the incoming call log, this can also be included in the incoming call information in the same manner.

[0053] As described above, the present invention has been described based on the embodiments. These embodiments are examples, and it is understood by those skilled in the art that various modifications are possible for the combination of each of these constituent elements, and such modifications are also within the scope of the present invention.

Explanation of Reference Numerals

[0054] 1 Sales Support System 10 CRM Server 11, 31 Control Unit 12, 42 Operation Unit 13, 43 Display Unit 14, 44 Working Memory 15, 33 Storage Unit 16, 32, 46, 54 Network Connection Unit 20 Database Server 30 Telephone Management Device 40 Business PC (Terminal) 41 PC Control Unit 45 PC Storage Unit 50 Telephone Exchange 51 PBX Function Unit 52 PBX Control Unit 53 Time Recognition Unit 60 Store Telephone (Internal Telephone) 100 Customer PC 110 Customer Telephone CA1, CA2 Customers D Data Center N1, N2 Networks N3 Public Telephone Line S Store SA1, SA2 Salespersons

Claims

1. A sales support system for supporting sales activities for customers, a database server that stores customer attribute information, which is information for identifying the registered customers and includes the phone numbers of the customers, and sales history information including records of the sales activities for the customers, a CRM server that processes various types of information in the sales activities based on the customer attribute information and the sales history information, a telephone exchange that connects an incoming external call received via a public telephone line to an internal telephone via an internal line and creates an incoming call log that identifies the incoming date and time of the external call and the phone number of the caller, a telephone management device that obtains the incoming call log from the telephone exchange and transmits incoming call information including the content of the incoming call log obtained within a certain period to the CRM server, comprising: the CRM server identifies the correspondence between the caller and the customer by comparing the phone number of the caller in the obtained incoming call information with the phone number of the customer in the customer attribute information, at a terminal installed in a sales store, displays that there has been a phone call from the customer recognized as the caller, an unregistered customer response authority that enables the user of the terminal to respond to unregistered customers is set according to the user, the CRM server, when a caller not corresponding to the customer registered in the customer attribute information is recognized in the incoming call information, if the user who operated the terminal has the unregistered customer response authority, displays on the terminal that there has been a phone call from the caller, and if the user who operated the terminal does not have the unregistered customer response authority, does not display on the terminal that there has been a phone call from the caller. A sales support system characterized by this.

2. The CRM server causes the terminal to display a request to update the sales history information for the customer recognized as the caller. The sales support system according to claim 1, characterized by this.

3. The customer attribute information includes the identification number of the sales store in charge of corresponding to the customer, or the identification number of the salesperson in charge of corresponding to the customer. When the CRM server determines that the sales store corresponding to the recognized customer based on the customer attribute information is the same as the sales store where the terminal is installed, or when it determines that the salesperson corresponding to the recognized customer is the user who operated the terminal, the sales support system according to claim 1 or 2 is characterized in that the terminal is caused to display that there has been a phone call from the recognized customer.

4. The CRM server of the sales support system according to claim 1 or 2 is characterized in that it periodically causes the terminal to display that there has been a phone call.

5. The CRM server of the sales support system according to claim 1 or 2 is characterized in that, in all the sales stores connected to the sales support system, it associates the caller in the incoming call information with the customer in the customer attribute information and causes the terminal to display it.

6. A customer limitation authority for limiting the customers that can be handled is set for the user of the terminal according to the user. The CRM server of the sales support system according to claim 1 or 2 is characterized in that it does not cause the terminal to display that there has been a phone call for customers outside the range determined according to the customer limitation authority of the user who operated the terminal.

7. The CRM server presents, to the sales store or the salesperson corresponding to the customer recognized as the caller, a text including the name of the customer and the incoming call date and time in the corresponding incoming call log, which is used when the sales store or the salesperson makes a callback to the customer. The sales support system according to claim 3 is characterized by this.

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