JP6973811B2 - Lifeline application system, lifeline application method, lifeline application device, and lifeline application program - Google Patents

Description

The present invention relates to a lifeline application system, a lifeline application method, a lifeline application device, and a lifeline application program for collectively applying for lifeline usage procedures such as the Internet and electricity.

In the past, lifeline application procedures had to be applied to multiple procedure institutions due to changes in address due to moving or the like.

In view of such a situation, there is known a technique related to a system that accepts input of application contents from an application procedure person by an electronic form and makes an application to a plurality of procedure organizations at once.

For example, as in Cited Document 1, if electronic form data required for multiple procedures associated with an event is acquired and there are common input items in them, multiple items entered by the applicant can be posted. The technology related to the system for applying for procedures in a batch is known.

In addition, as in Cited Document 2, by inputting the service previously used by the application procedure person, service providers that provide similar services at the moving destination are automatically extracted, and further to those service providers. The technology related to the system for applying for procedures in a lump sum is known.

Japanese Patent No. 4983974 Japanese Unexamined Patent Publication No. 2006-236007

In recent years, application procedures, for example, when performing Internet procedures, select services after considering not only charges but also line speed, presence or absence of construction, discounts at the time of contract, etc. due to the diversification of services provided by each provider. I had to. On the other hand, there were not enough means to assist in the selection of such services during the procedure.

The present invention is an object to be solved to provide a lifeline application system that can support a user (customer) who performs an application procedure to apply for a procedure at an optimal service organization at the time of the procedure.

In order to solve the above problems, the present invention is a lifeline application system for collectively applying for lifeline service application procedures, and is a service selection means for accepting selection of one or a plurality of services from a user. For each of the selected 1 said service or a plurality of services, the user selects either 1 from a plurality of service plans or a support plan for assisting the determination of 1 service plan to be applied by the user. The first plan selection means that accepts from the user, the user information input means that accepts the input of personal information including the user's contact information, and the user information including the desired contact date to the contact from the user, and the first plan selection. In order to confirm the plan information indicating the plan selected by the means, the application information storage means for storing the user information in association with the application information, and the application information of the user whose desired contact date is approaching, an arbitrary date or , The application information transmission means that accepts the input of the period, searches the application information including the input date or the desired contact date corresponding to the period, and transmits the searched application information.

Further, the present invention is a lifeline application method, in which a step of accepting selection of one or a plurality of services from a user and one of the selected services or a plurality of services are selected from a plurality of service plans. The step of accepting from the user either the selection of the selection or the selection of the support plan for assisting the determination of the service plan of 1 to be applied by the user, the personal information including the user's contact information, and the request to contact the contact information. A step of accepting input of user information including a day from a user, a step of storing plan information indicating a plan selected by the first plan selection means, and a step of associating the user information and storing it as application information, and the contact request. In order to confirm the application information of the user whose date is approaching, the input of an arbitrary date or period is accepted, and the application information including the input date or the desired contact date corresponding to the period is searched and searched. The computer performs the steps to send the application information.

Further, the present invention is a lifeline application device, which is a service selection means for accepting selection of one or a plurality of services from a user, and a plurality of service plans for each of the selected one of the services or a plurality of services. The first plan selection means for accepting from the user either the selection of 1 from 1 or the selection of the support plan for supporting the determination of the 1 service plan to be applied by the user, personal information including the user's contact information, and personal information including the user's contact information. The user information input means that accepts the input of the user information including the desired contact date to the contact from the user, the plan information indicating the plan selected by the first plan selection means, and the user information are applied in association with each other. In order to confirm the application information storage means to be stored as information and the application information of the user whose desired contact date is approaching, the input of an arbitrary date or period is accepted, and the contact request corresponding to the input date or period is accepted. It is provided with an application information transmission means for searching and processing the application information including the date and transmitting the searched application information.

Further, the present invention is a lifeline application program, in which a computer receives a selection of one or a plurality of services from a user, and a plurality of the selected services or a plurality of services are selected. A first plan selection means that accepts from the user either one selection from the service plan of the above or the selection of the support plan for assisting the determination of the one service plan applied by the user, and an individual including the user's contact information. Corresponds to the user information input means that accepts the input of information and user information including the desired contact date to the contact from the user, the plan information indicating the plan selected by the first plan selection means, and the user information. In order to confirm the application information storage means to be attached and stored as application information and the application information of the user whose desired contact date is approaching, the input of an arbitrary date or period is accepted, and the input date or period is supported. The application information including the desired contact date is searched and processed, and the searched application information is transmitted. The application information transmission means is made to function.

With such a configuration, even if the customer (user) is uncertain about the service plan to apply, by selecting the support plan, the call center operator can be notified that the customer needs support together with the customer's application information. .. The operator calls the customer based on the application information, proposes a service plan suitable for the customer, and completes the application procedure.

In a preferred embodiment of the present invention, when the support plan is selected by the first plan selection means, the user accepts input of an answer to a question regarding a reference item for selecting a service plan, and responds to the answer. , A question transmission means that displays and processes a question stored in advance and sends it to the user, a support information storage means that stores the answer as support information in association with the application information, and a support information storage means according to the answer. One or more service plans, or one or both of the consultation plans are displayed and processed as the answer result, and the answer result transmission means to be transmitted to the user and the service plan or the consultation plan presented as the answer result. The application information storage means supports the service plan or consultation plan selected by the second plan selection means, comprising a second plan selection means that accepts the selection of 1 from the user as the plan information. It is stored as the plan information in association with the information or the application information.
With such a configuration, when a customer is uncertain about selecting a service plan, he / she can select a support plan and answer a plurality of questions to present and apply for a service plan suitable for the customer. Even if the support plan is selected by the customer, the call center operator does not necessarily have to deal with it, and the burden on the operator can be reduced.

In a preferred embodiment of the present invention, the application information transmitting means transmits the plan information, the user information, and the application information including the support information when the support plan is selected.
With such a configuration, the operator can receive response information from the customer, propose a service plan based on the customer's preference and the living environment, and complete the application procedure more smoothly.

In a preferred embodiment of the present invention, the services are displayed side by side on the plan selection screen or the answer to the question screen, and whether one or a plurality of services selected by the service selection means is being input is highlighted. Will be done.
With such a configuration, even when a customer applies for procedures for a plurality of services, it is possible to easily confirm which service is being processed.

In a preferred embodiment of the present invention, the plan selected by either the first plan selection means or the second plan selection means on the plan selection screen or the answer to the question screen is used as the service. It is displayed in association with each other.
With such a configuration, the customer can confirm the plan selected by himself / herself at any time even when applying for the procedure of multiple services.

In a preferred embodiment of the present invention, at least one of the highlighting or the plan displayed in association with the service on the plan selection screen or the answer to the question screen is at the upper part and the lower part of the screen. Is displayed.
With such a configuration, it is possible to confirm the progress of the procedure and the selected plan without fail before and after the transition of the screen.

According to the present invention, it is possible to provide a lifeline application system that can support a lifeline applicant to apply for a procedure at an optimal service organization.

It is a figure which shows the outline of the lifeline application system which concerns on embodiment of this invention. It is a figure which shows the hardware configuration of the customer terminal, the call center terminal, the service organization terminal, and the intermediary server in the lifeline application system which concerns on embodiment of this invention. It is a flowchart which shows the flow of the application procedure by the operation on the customer terminal in the lifeline application system which concerns on embodiment of this invention. This is an example of a selection screen of an application service and a service plan displayed on a customer terminal in the lifeline application system according to the embodiment of the present invention. This is an example of an application information input screen and a confirmation screen displayed on a customer terminal in the lifeline application system according to the embodiment of the present invention. It is a flowchart which shows the flow of processing of a customer terminal, an intermediary server, and a call center terminal in the lifeline application system which concerns on embodiment of this invention. It is a figure which shows an example of the request screen of the application information displayed on the call center terminal, and the data structure of the application information in the lifeline application system which concerns on embodiment of this invention.

Hereinafter, the lifeline application system according to the embodiment of the present invention will be described with reference to the drawings. The embodiments shown below are examples of the present invention, and the present invention is not limited to the following embodiments, and various configurations can be adopted. In this embodiment, a customer who uses the lifeline application system performs a procedure for changing an address or the like at a new place of residence when moving, and each service organization that provides a lifeline service (providers that provide Internet services, electric power companies, gas). An example of applying to a company) will be explained. In addition, the application procedure includes the procedure for ordering daily necessities (water server, furniture, home appliances, etc.) required after moving. In addition, the procedure destinations include companies or service organizations that handle these lifeline services, dealers, government offices, etc., and there are no particular restrictions.

In the present embodiment, the configuration, operation, and the like of the lifeline application system will be described, but a method of the same configuration, a server device, a computer program, a recording medium, and the like can also exert the same effect. Further, the program may be stored in a recording medium. Using this recording medium, the program can be installed on a computer, for example. Here, the recording medium in which the program is stored may be a non-transient recording medium such as a CD-ROM.

With reference to FIG. 1 showing an outline of the system in the present embodiment, the lifeline application system is embodied as the lifeline application system 1. The lifeline application system 1 includes a customer terminal device 2A, an intermediary server 3, a call center terminal device 2B, a service institution terminal device 2C, and a communication network 4. The communication network 4 is composed of an IP (Internet Protocol) network such as the Internet. In the following description, the intervention of the communication network 4 will be omitted unless it becomes unclear. Further, in FIG. 1, one customer terminal device 2A, one call center terminal device 2B, and one service organization terminal device 2C are shown, but a plurality of these may be present.

The customer terminal device 2A is a terminal device operated by a customer who performs a procedure with each service organization using the lifeline application system 1. The intermediary server 3 receives information regarding the application procedure from the customer terminal device to each service institution and stores it in the database. The call center terminal device 2B requests the intermediary server 3 for information on the customer's application procedure, confirms the application content to the customer by calling based on the information, and performs the application procedure for each service institution on behalf of the customer. A terminal device operated by a call center operator. The service institution terminal device 2C is a terminal device operated by the service institution that is the procedure destination of the customer. In the present embodiment, the application procedure to the service institution is performed by transmitting the application procedure information from the call center terminal device 2B via the communication network 4, and is also based on the application procedure information received by the call center terminal device 2B. It may be done by fax or mail.

The customer terminal device 2A, the call center terminal device 2B, and the service institution terminal device 2C include at least one computer terminal device (including a personal computer, a tablet terminal device, and a smartphone terminal device) if the configuration has a data communication function. A single configuration or a composite configuration can be adopted respectively.

The customer terminal device 2A, the call center terminal device 2B, and the service institution terminal device 2C are assigned IP addresses for performing data communication via the communication network 4. The customer terminal device 2A and the call center terminal device 2B at least perform data communication with the intermediary server 3.

The plurality of terminal devices 2 (customer terminal device 2A, call center terminal device 2B, service institution terminal device 2C) in the lifeline application system 1 each have hardware and functional components as illustrated in FIG. 2A. Includes. That is, each terminal device 2 includes a computing device (CPU (Central Processing Unit) 21) and a main storage device (RAM (Random Access Memory) 22) as a working memory as hardware components.

Each terminal device 2 can rewrite a communication control unit 23, a communication interface (IF) unit 24 such as a NIC (Network Interface Card), an OS (Operating System), an application program, and various information (including data). An auxiliary storage device 25 such as an HDD, SSD, and flash memory for storing, a display control device 26, a display unit 27, an information input / designation unit 28, and the like are further provided.

In order to logically realize the functions described in detail later in each terminal device 2, at least a browser program is installed as an application program in the auxiliary storage device 25. Then, in each terminal device 2, the arithmetic unit (CPU) 21 stores the application program in the main storage device (RAM) when the power is turned on or an instruction is given by the user (customer, call center operator, person in charge of the service organization, etc.). Expand to 22 and execute.

As shown in FIG. 2B, the intermediary server 3 has a data communication function and includes hardware and functional components. That is, the intermediary server 3 includes an arithmetic unit (CPU) 31 as hardware components and a main storage device (RAM) 32 as working memory.

The intermediary server 3 includes an auxiliary storage device 33 such as an HDD, SSD, and flash memory that rewritably stores an OS (Operating System), an application program, and various information (including data), a communication control unit 34, and an NIC. A communication interface (IF) unit 35 or the like such as (Network Interface Card) is further provided.

The intermediary server 3 has, as functional components to be described in detail later, a service selection means 300, a first plan selection means 301, a question transmission means 302, an answer result transmission means 303, a second plan selection means 304, and support information storage. It includes means 305, user information input means 306, application information storage means 307, application information transmission means 308, and a database DB.

In order to logically realize the above functional components in the intermediary server 3, a server lifeline application program, a terminal control program, and the like are installed as application programs in the auxiliary storage device 33. Then, in the intermediary server 3, the arithmetic unit (CPU) 31 expands and executes this processing program in the main storage device (RAM) 32 when the power is turned on or an instruction is given by the server administrator.

In the present embodiment, the lifeline application program is stored in the auxiliary storage device 33 of the intermediary server 3, and the program is expanded in the main storage device (RAM) 32 in response to a request from each terminal device 2. , Execute the process. By transmitting the processing information to the customer terminal device 2A, the intermediary server 3 realizes the lifeline application system in the customer terminal device 2A that has received the processing information.

Next, the processing of the lifeline application system 1 in the present embodiment will be described in detail with reference to FIG. 1 and related diagrams (FIGS. 3, 4, and 5). FIG. 3 shows a flowchart of processing in the customer terminal device 2A operated by the customer in the present embodiment.

In the present embodiment, the lifeline application program is stored in the auxiliary storage device 33 of the intermediary server 3. In S100, the customer terminal device 2A specifies the URL of the application and sends a connection request to the intermediary server 3. The intermediary server 3 is connected to the customer terminal device 2A by responding to the customer terminal device 2A in response to the connection request.

In the present embodiment, the customer terminal device 2A acquires the URL (Uniform Resource Locator) of the screen for lifeline application by reading the QR code (registered trademark) arranged in the real estate agent. Thereby, for example, when a different QR code is arranged in each real estate agent, the lifeline application system can present the lifeline service according to the area where the real estate agent is located to the customer (user). Further, the information for identifying the real estate agent in which the QR code is placed is associated with the information regarding the customer's application procedure. As a result, the management company (intermediary) of the lifeline application system can request the real estate agent who uses the lifeline application system to pay the usage fee. The customer terminal device 2A may connect to the intermediary server 3 by directly inputting the URL in the address bar displayed on the browser or by using a search engine.

In S100, the customer terminal device 2A transmits a connection request to the intermediary server 3, and is connected to the intermediary server 3 by a response from the intermediary server 3. After the connection, the intermediary server 3 displays a predetermined screen based on the display request from the customer terminal device 2A, and transmits the display processing result. The display unit 27 of the customer terminal device 2A displays a predetermined screen based on the display processing result.

When the customer terminal device 2A connects to the intermediary server 3 in S100, the display unit 27 of the customer terminal device 2A displays the service selection screen W1 shown in FIG. 4A in S101. The service selection screen W1 includes a service selection unit W11 and a decision button W12. The service selection means 300 accepts the selection of one or a plurality of services from the customer via the customer terminal device 2A. In the present embodiment, the service selection means 300 displays a plurality of services via the service selection unit W11, and accepts the selection of one or a plurality of services from the user. The types of services include public facilities such as electricity, gas, and water, as well as communication facilities such as the Internet and telephone, as well as household appliances such as water servers, home appliances, and furniture. The service selection means 300 accepts a selection decision for all the services in the selected state, triggered by the pressing of the decision button W12, for one or a plurality of services selected by the selection of the service selection unit W11. The service information indicating the determined service is stored in either the auxiliary storage device 25 of the customer terminal device 2A or the auxiliary storage device 33 of the intermediary server 3, for example.

When one or more services are selected in S101, the transition to the first plan selection screen W2 shown in FIG. 4B is performed in S102. The first plan selection screen W2 includes a plan selection unit W21, a decision button W22, and a procedure progress display unit W5 (a). In the present embodiment, the first plan selection means 301 selects one from a plurality of service plans or determines one service plan to be applied by the user for each of the selected one service or the plurality of services. Any one of the support plan selections for support is accepted from the user via the plan selection unit W21. The service plan represents the name of the service provided by each service organization, the charge, the presence or absence of construction, discount information, and the like, and the plan selection unit W21 displays information that serves as a reference when selecting a service plan. The customer compares the information and selects the service plan to actually apply for. If the customer is uncertain about choosing a service plan, by selecting a support plan, he / she can receive support services for determining the optimum service plan for the customer. The first plan selection means 301 accepts a decision to select one plan in the selected state, triggered by pressing the decision button W22, for the plan that has been selected by the selection of the plan selection unit W21. The plan information indicating the determined plan is stored in either the auxiliary storage device 25 of the customer terminal device 2A or the auxiliary storage device 33 of the intermediary server 3, for example.

If the plan selected by the first plan selection means 301 is a support plan (Yes in S103), the process proceeds to S104, and if the plan selected by the first plan selection means 301 is a service plan (No in S103). ), Proceed to S106.

When the selected plan is a support plan, in S104, the question transmitting means 302 displays and processes the answer screen W3 shown in FIG. 4C, and transmits the display processing result to the customer terminal device 2A. The display unit 27 of the customer terminal device 2A displays the answer screen W3 based on the processing result. The answer screen W3 includes a question unit W31, an answer unit W32, and a procedure progress display unit W5 (b). The question unit W31 displays a question regarding an item that is a criterion for the user to select a service plan. The questions are, for example, in the Internet / telephone contract, the customer's housing information, the contract status before moving, the most important conditions (price, line speed, no need for construction), mobile phone carrier information, etc. .. The answering unit W32 displays the answer to the question and accepts the input of the answer. The question transmitting means 302 displays and processes a question regarding an item that is a criterion for a customer to select a service plan via the answering unit W32, accepts input of an answer to the question, and is based on a pre-stored order according to the answer. The question unit W31 and the answer unit W32 are displayed and the display processing result is transmitted to the customer terminal device 2A. As a result, the next question and answer are displayed in the question section W31 and the answer section W32. The answering unit W32 may accept an answer that returns to the previous question. In addition, the acceptance of answers and the display of the next question may be repeated many times. The support information storage means 305 stores the support information indicating the answer input by the customer in, for example, the auxiliary storage device 25 of the customer terminal device 2A or the auxiliary storage device 33 of the intermediary server 3.

In S104, when the question is completed, the answer result transmitting means 303 in S105 selects one or a plurality of service plans, or both, or both suitable for the customer, depending on the answer input by the question transmitting means 302. It is displayed as an answer result and transmitted to the customer terminal device 2A. As a result, the display unit 27 of the customer terminal device 2A displays the response result screen W4 shown in FIG. 4D. The answer result screen W4 includes a plan selection unit W41, a redo button W42, and a procedure progress display unit W5 (c). The plan selection unit W41 displays at least one of a service plan or a consultation plan suitable for the customer according to the answer result. The consultation plan is a response that the customer is uncertain about selecting one service plan from the multiple service plans displayed as the answer result, or that the customer wants to consult about the service plan that is more suitable for him / her in the support plan. It is a plan to receive the correspondence by the call center described later when is input. The second plan selection means 304 accepts one selection from the service plan or consultation plan presented to the plan selection unit W41 as a response result via the plan selection unit W41. When the redo button W42 is pressed by the customer, the process returns to the step of S104. The selected plan information is stored in either the auxiliary storage device 25 of the customer terminal device 2A or the auxiliary storage device 33 of the intermediary server 3, for example.

When the selection of the service plan is accepted in S102 or S105, the selection of the option related to the corresponding service plan is accepted in S106. An option is an additional service provided to a user along with a service plan. For example, as an option of the Internet application procedure, there is a service that allows a telephone or a television to be connected to an Internet line or paid contents can be used. In the present embodiment, the option information indicating the option selected by the customer is stored in, for example, either the auxiliary storage device 25 of the customer terminal device 2A or the auxiliary storage device 33 of the intermediary server 3.

If the consultation plan is selected in S105, or if the service plan without options is selected in S103 or S105, S106 may be omitted.

On a series of screens (service selection screen W1, first plan selection screen W2, answer screen W3, answer result screen W4, option selection screen (not shown)) displayed in one service application procedure (S102 to S106). Displays the procedure progress display unit W5 (W5 (a), W5 (b), W5 (c)) shown in FIG. 4 (e). The procedure progress display unit W5 includes a service display unit W51 and a plan display unit W52. In the present embodiment, the service display unit W51 displays all the services selectable in the service selection means 300 side by side, and inputs the application procedure in either one or a plurality of services selected by the service selection means 300. In order to make it easier to check whether the service is being input, the display part of the service being input is highlighted by making a balloon and thickening the frame line. The service display unit W51 may display only the services selected by the service selection means 300 side by side. In the present embodiment, the service display unit W51 is displayed in the order of fixing the Internet / telephone, the water server, electricity, and gas from the left. Further, the order of accepting the input regarding the application procedure in each service in S102 to S106 also follows this.

Further, in the present embodiment, the plan selected by either the first plan selection means 301 or the second plan selection means 304 in the plan display unit W52 corresponds to the service displayed on the service display unit W51. It is displayed with. In the present embodiment, "selecting" is displayed on the plan display unit W52 in a state where the plan is not selected.

The procedure progress display unit W5 is displayed at the upper part and the lower part of each screen in the first plan selection screen W2, answer screen W3, answer result screen W4, and option selection screen. It should be noted that at least one of the highlighted portion in the procedure progress display unit W5 or the plan displayed in association with the service may be displayed.

If the input in a series of application procedures (S102 to S106) for one service is completed and there is no other selected service for which the application procedure has been input (No in S107), the process returns to S102 and is not input. For the service, the plan selection procedure is performed by the first plan selection means 301. After that, the steps S103 to S106 are executed according to the selection of the plan. On the other hand, if the application procedure is completed for all services (Yes in S107), the process proceeds to S108.

In S108, the display unit 27 of the customer terminal device 2A displays the customer information input screen W6 shown in FIG. 5A. The customer information input screen W6 includes a plan change unit W61, a customer information input unit W62, and a decision button W63. The plan changing unit W61 is displayed based on the service information and the plan information selected by the service selection means 300, the first plan selection means 301, and the second plan selection means 304. When the change is selected in the plan change unit W61, the process returns to S102 and the selection of the plan information of the selected service is redone. When deletion is selected in the plan change unit W61, the decided plan information is canceled.

After confirming the plan change unit W61, in S109, the user information input means 306 uses the customer information input unit W62 to provide personal information including the customer's name, gender, date of birth, address after moving, and contact information. Accepts form input of user information including the desired contact date from the call center for that contact. The user information input means 306 accepts the determination of the input content of the user information input to the customer information input unit W62, triggered by the pressing of the determination button W63. The enter button W63 may not be pressed if the customer information input unit W62 has not entered the required items or if the terms of use have not been agreed. By pressing the enter button W63, the input user information is stored in, for example, either the auxiliary storage device 25 of the customer terminal device 2A or the auxiliary storage device 33 of the intermediary server 3.

When the enter button W63 is pressed, the application information confirmation screen W7 shown in FIG. 5B is displayed in S110. The application information confirmation screen W7 includes a plan information confirmation unit W71, a user information confirmation unit W72, a decision button W73, and a cancel button W74. The plan information confirmation unit W71 is displayed based on the plan information selected by the first plan selection means 301 or the second plan selection means 304 and the option information selected on the option screen. In addition, if the charge of the service plan that was used before is entered on the option screen, the estimated payment charge is displayed. In the present embodiment, the guideline of the payment fee is displayed by the ratio with the fee of the previous service plan, but it may be displayed by the difference.

The user information confirmation unit W72 is displayed based on the user information input by the user information input means 306. When the customer approves the contents of the plan information confirmation unit W71 and the user information confirmation unit W72, he presses the enter button W73, and when he does not approve the contents, he presses the cancel button W74. When the cancel button W74 is pressed, the screen transitions to the customer information input screen W6 displayed in S108 and S109.

When the decision button W73 is pressed, in S111, the customer terminal device 2A transmits the plan information, the user information, and the support information stored in the auxiliary storage device 25 to the intermediary server 3. When the plan information, the user information, and the support information are stored in the auxiliary storage device 33, the customer terminal device 2A transmits the information notifying the acceptance of the application contents to the intermediary server 3.

Next, with reference to FIG. 1 and related diagrams (FIGS. 6 and 7), the processing of the lifeline application system 1 after the decision button W73 is pressed will be described in detail. FIG. 6 shows a flowchart regarding processing in the customer terminal device 2A, the intermediary server 3, and the call center terminal device 2B in the present embodiment.

In S200, the intermediary server 3 receives the plan information, the user information, the support information, or the information notifying the approval of the application contents transmitted from the customer terminal device 2A in S111.

In S201, the application information storage means 307 stores the first plan selection means 301 or the plan information, the user information, and the support information in the database DB as application information in association with each other. In the present embodiment, the application information is given a unique customer ID and stored in the database DB. The support information may be stored in association with the application information by the support information storage means 305.

The call center operator confirms the customer's application information using the call center terminal device 2B, and acts on behalf of each service organization based on the application information. The call center terminal device 2B transmits a display request for the data request screen W8 to the intermediary server 3 in order to acquire the application information of the customer whose desired contact date is approaching. In response to the request, the intermediary server 3 displays and processes the data request screen W8 shown in FIG. 7A, and transmits the processing result to the call center terminal device 2B. As a result, the display unit 27 of the call center terminal device 2B displays the data request screen W8. The data request screen W8 includes a date input unit W81 and a request button W82.

In S202, the application information transmitting means 308 receives input of any two dates from the operator via the date input unit W81. If the same date is entered for each, the date of 1 will be accepted. If a different date is entered for each, that period will be accepted. Further, the application information transmitting means 308 accepts a customer's application information transmission request including a desired contact date corresponding to the date or period input via the date input unit W81, triggered by the pressing of the request button W82.

In S203, the application information transmitting means 308 searches and processes application information including a desired contact date corresponding to the date or period in response to the application information transmission request in S202. The search process is performed by the search function of the database DB, and the search result is acquired by the application information transmitting means 308. The application information may be searched and acquired from the database DB by the search function of the application information transmission means 308. In the present embodiment, the application information transmitting means 308 transmits the searched application information as a csv format file to the call center terminal device 2B. The application information transmitting means 308 may display the search result of the application information by displaying the searched application information by its own display processing means and transmitting the processing result to the call center terminal device 2B.

In S204, the call center terminal device 2B receives the application information requested in S202. In the present embodiment, the display unit 27 of the call center terminal device 2B expands the received csv format file into a spreadsheet application such as a spreadsheet (registered trademark) and displays it. FIG. 8B shows an example of application information displayed by the spreadsheet application in the call center terminal device 2B. In FIG. 8B, only one plan information, one support information, and one option information are displayed, but when a plurality of services are selected by the service selection means 300, those informations are selected. Displayed according to the number of services. Each application information can be rewritten on the management screen. Further, the response status indicating the response status to the customer and the procedure status to the service organization is managed in association with the application information. In this embodiment, the initial state of the corresponding status is 0. In the present embodiment, the correspondence status is added by the function of the table application, but the application information storage means 307 may further associate the correspondence status with the application information and store it in the database DB.

In S205, the operator calls the customer whose response status is 0 to confirm the application contents. When the consultation plan is displayed in the plan information, the operator refers to the support information, confirms the information that is the criterion for selection such as the customer's preference for service and housing information, and then makes a call to determine the service plan. Can be consulted for.

After the operator calls, in S206, the call center terminal device 2B receives an input for changing the plan information from the consultation service to the service plan via the management screen. If the customer requests to change each application information at the time of calling, the input to change them is accepted via the management screen.

In the present embodiment, when the service plan is determined for all the services that the customer wants to apply for, in S207, the operator inputs 1 to the correspondence status on the management screen. Subsequently, in S208, the operator performs an application procedure with each service organization for the application information whose response status is 1, and inputs 2 to the response status. The application procedure may be performed by transmitting to the service institution terminal device 2C based on the application information. Further, after completing the application procedure to the service organization, the operator issues a statement to the customer and inputs 3 to the response status. In this way, the application information is used in the call center terminal device 2B to manage the procedure status. The application information input by the call center terminal device 2B may be transmitted to the intermediary server 3 and stored in the database DB.

In the lifeline application system 1, when the support plan is selected by the first plan selection means, the following S104, S105 and S106 may be omitted. In that case, the operator is notified while the support plan is stored as the plan information, and the operator assists the customer in determining the service plan by calling and inputs to change the plan information to the service plan.

1 Lifeline application system 2A Customer terminal device 2B Call center terminal device 2C Service engine terminal device 21 Arithmetic logic unit (CPU)
22 Main memory (RAM)
23 Communication control unit 24 Communication IF unit 25 Auxiliary storage device 26 Display control device 27 Display unit 28 Information input / designation unit 3 Mediator server 31 Arithmetic logic unit (CPU)
32 Main memory (RAM)
33 Auxiliary storage device 34 Communication control unit 35 Communication IF unit 300 Service selection means 301 First plan selection means 302 Question transmission means 303 Answer result transmission means 304 Second plan selection means 305 Support information storage means 306 User information input means 307 Application information storage means 308 Application information transmission means 4 Communication network DB Database W1 Service selection screen W11 Service selection section W12 Decision button W2 First plan selection screen W21 Plan selection section W22 Decision button W3 Answer screen W31 Question section W32 Answer section W4 Answer Result screen W41 Plan selection unit W42 Redo button W5 Procedure progress display unit W51 Service display unit W52 Plan display unit W6 Customer information input screen W61 Plan change unit W62 Customer information input unit W63 Decision button W7 Application information confirmation screen W71 Plan information confirmation unit W72 User information confirmation unit W73 Enter button W74 Cancel button W8 Data request screen W81 Date input unit W82 Request button

Claims (9)

It is a lifeline application system for collectively applying for lifeline service application procedures.
A service selection means that accepts the selection of one or more services from the user,
For each of the selected 1 service or a plurality of services, the user selects either 1 from a plurality of service plans or a support plan for assisting the determination of 1 service plan to be applied by the user. The first plan selection method accepted from
A user information input means that accepts input of personal information including a user's contact information and user information including a desired contact date to the contact information from the user.
The plan information indicating the plan selected by the first plan selection means, the application information storage means for storing the user information as application information in association with each other, and the application information storage means.
In order to confirm the application information of the user whose desired contact date is approaching, the input of an arbitrary date or period is accepted, and the application information including the input date or the desired contact date corresponding to the period is searched and processed. A lifeline application system equipped with an application information transmission means for transmitting the searched application information. When the support plan is selected by the first plan selection means, a question regarding an item that is a criterion for the user to select a service plan is displayed and processed, an input of an answer to the question is accepted, and the answer is received. , A question sending means that displays and processes a pre-stored question and sends it to the user.
A support information storage means that stores the answer in association with the application information as support information,
An answer result transmission means that displays and processes one or more service plans, or one or both of consultation plans as answer results according to the answer, and sends the answer result to the user.
The service plan presented as the answer result or the second plan selection means for accepting the selection of 1 from the consultation plan from the user as the plan information is provided.
The application information storage means according to claim 1, wherein the service plan or consultation plan selected by the second plan selection means is associated with the support information or the application information and stored as the plan information. Lifeline application system. The lifeline application system according to claim 2, wherein the application information transmitting means transmits the plan information, the user information, and application information including the support information when the support plan is selected. Claim 2 or 3 that displays the services side by side on the plan selection screen or the answer screen to the question, and highlights whether one or a plurality of services selected by the service selection means are being input. Lifeline application system described in. A claim in which a plan selected by either the first plan selection means or the second plan selection means is displayed in association with the service on the plan selection screen or the answer to the question screen. The lifeline application system according to item 4. In claim 5, at least one of the highlighting or the plan displayed in association with the service on the plan selection screen or the answering screen to the question is displayed at the upper part and the lower part of the screen. The lifeline application system described. It is a lifeline application method for collectively applying for lifeline service application procedures.
A step of accepting the selection of one or more services from the user,
For each of the selected 1 service or a plurality of services, the user selects either 1 from a plurality of service plans or a support plan for assisting the determination of 1 service plan to be applied by the user. Steps to accept from
A step of accepting input of personal information including the user's contact information and user information including the desired contact date to the contact information from the user, and
A plan information indicating the plan selected in the step of accepting the selection of the service plan, a step of associating the user information and storing it as application information, and a step of storing the user information.
In order to confirm the application information of the user whose desired contact date is approaching, the input of an arbitrary date or period is accepted, and the application information including the input date or the desired contact date corresponding to the period is searched and processed. , The steps to send the searched application information, and the lifeline application method that the computer executes. It is a lifeline application device for collectively applying for lifeline service application procedures.
A service selection means that accepts the selection of one or more services from the user,
For each of the selected 1 service or a plurality of services, the user selects either 1 from a plurality of service plans or a support plan for assisting the determination of 1 service plan to be applied by the user. The first plan selection method accepted from
A user information input means that accepts input of personal information including a user's contact information and user information including a desired contact date to the contact information from the user.
The plan information indicating the plan selected by the first plan selection means, the application information storage means for storing the user information as application information in association with each other, and the application information storage means.
In order to confirm the application information of the user whose desired contact date is approaching, the input of an arbitrary date or period is accepted, and the application information including the input date or the desired contact date corresponding to the period is searched and processed. A lifeline application device equipped with an application information transmission means for transmitting the searched application information. It is a lifeline application program for collectively applying for lifeline service application procedures.
A service selection means that accepts the computer to select one or more services from the user,
For each of the selected 1 service or a plurality of services, the user selects either 1 from a plurality of service plans or a support plan for assisting the determination of 1 service plan to be applied by the user. The first plan selection method accepted from
A user information input means that accepts input of personal information including a user's contact information and user information including a desired contact date to the contact information from the user.
The plan information indicating the plan selected by the first plan selection means, the application information storage means for storing the user information as application information in association with each other, and the application information storage means.
In order to confirm the application information of the user whose desired contact date is approaching, the input of an arbitrary date or period is accepted, and the application information including the input date or the desired contact date corresponding to the period is searched and processed. , A lifeline application program that functions as an application information transmission means to send the searched application information.

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