JP7699077B2 - Sales Support System - Google Patents

Description

The present invention relates to a sales support system used in the sales activities of companies such as securities companies.

Sales support systems that use networks to manage and sell products are widely used. In particular, the various financial products sold by financial institutions, securities companies, etc. are significantly different in nature from other products, and many complicated procedures and legal restrictions are imposed on their purchase and sale, so systems that manage all information related to sales activities by computer are used. This makes it possible to carry out sales activities efficiently and also makes it easier to ensure that sales activities comply with the law. Such systems are known as CRM (Customer Relationship Management) systems.

Patent Document 1 describes the functions and configuration of such a CRM system. This system describes a system that can centrally manage and display information related to the business content of each customer. This information includes, for example, visitor reservations, seminar reservations, survey results, etc., along with customer attribute information (name, address, phone number, etc.). In cases where contact between customers and securities companies, etc. is made via the Web (Web server), this system makes it particularly easy to create and manage such information.

In addition, contact between customers and securities companies, etc. may be made by telephone or fax. In response to this, telephone and fax communications are handled at a call center, and a CTI (Computer Telephony Integration) system is used at this call center to manage these communications in cooperation with a computer. In the system described in Patent Document 1, by connecting the CTI system (CTI server) to this CRM system, visitor reservations, seminar attendance reservations, etc. made via telephone can be automatically recognized as information about the customer, and registered and managed. In particular, visitor reservations, seminar attendance reservations, etc. can be designated by the customer using push buttons on the telephone, so by using the CTI system, it is easy to automatically import such information into the CRM system.

JP 2017-204179 A

As mentioned above, the information that the CRM system must recognize includes the content of telephone conversations between sales representatives and customers. Even in this case, by making telephone contact via a call center (CTI system) as described above, it is easy to import such information into the CRM system.

However, telephone contact via a call center has problems, such as the difficulty of responding in real time when access is concentrated. For this reason, in practice, customers often call salespeople (or sales offices) directly without going through the call center. In such cases, in order to import this telephone contact into the CRM system as described above, the salesperson must enter this information into the CTI system or CRM system. In this case, not only does the salesperson's workload increase, but there is also a high possibility of data being omitted, which can be problematic in advancing sales activities.

For this reason, there was a demand for a customer management system that could properly record responses to contact between customers and companies, etc., even when such contact was made by telephone.

The present invention was developed in light of these circumstances, and aims to solve the above problems.

The present invention is a sales support system for supporting sales activities for customers, comprising: a database server for storing customer attribute information, which is information for identifying a registered customer and includes the customer's telephone number, and sales history information, which includes a record of the history of sales activities for the customer; a CRM server for processing various information in the sales activities based on the customer attribute information and the sales history information; a telephone exchange for connecting an outside call received via a public telephone line to an extension telephone via an extension, and creating an incoming call log that specifies the incoming call date and time and the caller's telephone number of the outside call; and a telephone management device for obtaining the incoming call log from the telephone exchange and transmitting incoming call information including the contents of the incoming call log obtained within a certain period of time to the CRM server, and the CRM server is configured to: By comparing the telephone number of the caller with the telephone number of the customer in the customer attribute information, the correspondence between the caller and the customer is identified, and a terminal installed in a branch office is caused to display a message indicating that a call has been made from the customer recognized as the caller, and the user of the terminal is set with unregistered customer response authority enabling the user to respond to unregistered customers according to the user, and when a caller that does not correspond to the customer registered in the customer attribute information is recognized in the incoming call information, the CRM server causes the terminal to display a message indicating that a call has been made from the caller if the user operating the terminal has the unregistered customer response authority, or does not cause the terminal to display a message indicating that a call has been made from the caller if the user operating the terminal does not have the unregistered customer response authority .
The CRM server may also cause the terminal to display a message requesting an update of the business history information for the customer recognized as the sender.
In addition, the customer attribute information may include an identification number of the sales office handling the customer, or an identification number of the sales representative handling the customer, and when the CRM server determines, based on the customer attribute information, that the sales office handling the recognized customer is the same as the sales office where the terminal is installed, or when it determines that the sales representative handling the recognized customer is the user who operated the terminal, it may cause the terminal to display a message that the recognized customer has contacted by phone.
The CRM server may also periodically cause the terminal to display a message indicating that the telephone call has been received.
The CRM server may also cause the terminal to display, in all of the sales offices connected to the sales support system, the call source in the incoming call information and the customer in the customer attribute information in association with each other.
In addition, a customer limiting authority that limits the customers that the user can handle is set for the user of the terminal, and the CRM server does not have to display on the terminal a notification that a telephone call has been made for customers outside the range defined by the customer limiting authority of the user operating the terminal.
In addition, the CRM server may present to the sales office or sales representative corresponding to the customer recognized as the caller a text that includes the customer's name and the date and time of the call in the corresponding call log and that will be used when the sales office or sales representative contacts the customer back .

According to the present invention, even when contact is made by telephone between a customer and a company, the response to this contact can be properly recorded.

1 is a diagram showing a configuration when a sales support system according to an embodiment of the present invention is used; 1 is a diagram showing a configuration of a business PC (terminal) used at a sales office in a sales support system according to an embodiment of the present invention; 2 is a diagram showing a configuration of a CRM server used in the sales support system according to the embodiment of the present invention; FIG. 1 is a diagram showing the configuration of a telephone exchange used at a sales office in a sales support system according to an embodiment of the present invention; 1 is a diagram showing a configuration of a telephone management device used in a sales support system according to an embodiment of the present invention; 4 is an example of incoming call information used in the sales support system according to the embodiment of the present invention. 4 is an example of customer attribute information used in the sales support system according to the embodiment of the present invention. 4 is an example of customer contact information used in the sales support system according to the embodiment of the present invention. 4 is a flowchart showing an operation of the sales support system according to the embodiment of the present invention. 10 is an example of a screen displayed during operation of the sales support system according to the embodiment of the present invention. 11 is an example of a screen displayed when a salesperson is asked to perform a process during operation of the sales support system according to the embodiment of the present invention. 13 is an example of a display for a telephone call from an unregistered customer in the sales support system according to the embodiment of the present invention.

Next, the embodiment of the present invention will be described in detail with reference to the drawings. FIG. 1 is a diagram showing the configuration when a sales support system 1 according to the embodiment of the present invention is used in a securities company. Here, the sales support system 1 is composed of a CRM server (computer) 10, a database server 20, and a telephone management device 30 provided on the data center D (or head office) side, a business PC (terminal) 40, which is a personal computer provided on the sales office S side, and a telephone exchange 50. At the sales office S side, a business PC 40 and a sales office telephone (extension telephone) 60 are provided for each sales representative. In FIG. 1, two sales representatives, SA1 and SA2, are shown, but in reality there are many more sales representatives, and business PCs 40 and sales office telephones 60 are provided accordingly. One telephone exchange 50 is provided at the sales office S, and multiple sales office telephones (extension telephones) 60 are connected to it.

The database server 20 connected to the CRM server 10 stores information related to sales activities for every registered customer. This information includes two types of information: customer attribute information that indicates the customer's attributes, including the customer's name, identification number (customer code), address, telephone number, etc., and sales history information that includes the history of sales activities for each customer (including the content of telephone contact and indirect sales activities such as participation in seminars). The CRM server 10 uses this information to support the sales activities of sales representatives for each customer.

The CRM server 10 is connected to the business PC 40 at the sales office S via a network (such as an intranet) N1, and can obtain the above information from the business PC 40, store it in the database server 20, and manage it. Note that while only one sales office S is shown in FIG. 1, in reality there are multiple sales offices S, and each sales office S is similarly provided with a business PC 40, telephone exchange 50, and sales office telephone set 60.

Meanwhile, in Figure 1, two customers, customers CA1 and CA2, are listed as customers of this securities company. Each customer has a customer PC (personal computer) 100. The customer PC 100 is connected to the business PC 40 via a network (such as the Internet) N2. This allows each customer to send communications (such as e-mail) related to sales activities and various data to the business PC 40, and also allows various confirmation tasks to be performed. Although only two customers, customers CA1 and CA2, are listed in Figure 1, in reality there are many similar customers.

With this configuration, for example, when sales activities between customers CA1, CA2 and sales branch S (securities company) are carried out via the Web using business PC 40 and customer PC 100, business PC 40 can transmit the records to CRM server 10 via network N1, which enables CRM server 10 to create or update customer attribute information and sales history information for this customer stored in database server 20. This is the same as when a conventional CRM server (CRM system) is used. If there are no security issues, network N1 may be shared with network N2 (the Internet, etc.).

The business PC (terminal) 40 is a normal 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 is provided that has a CPU that controls the entire business PC 40. When the PC control unit 41 performs this operation, an operation unit 42 that is a keyboard or touch panel that accepts user operations, and a display unit 43 that is a display that displays various information are provided. A working memory 44 that is used when the PC control unit 41 operates is also provided. A PC storage unit 45 that is composed of a large-capacity hard disk or non-volatile memory that stores various information, as described below, is also provided. A network connection unit 46 is also provided to exchange various data with the customer PC 100 and the CRM server 10 by connecting to the networks N1 and N2.

The CRM server 10 is a computer that can be connected to the networks N1 and N2, and as shown in the configuration in FIG. 3, like the business PC 40, it is provided with 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. In this sales support system 1, operations on the CRM server 10 are carried out by a user (salesperson) operating the business PC 40. Each salesperson is registered as a user, and the user information for this purpose is stored in the storage unit 15.

In this sales support system 1, when a customer contacts the sales office S by phone, this phone call is also managed using the CRM server 10. For this reason, in FIG. 1, the customer is provided with a customer PC 100 and a customer telephone set 110 connected to the sales office S via a public telephone line N3.

Here, in the sales office S, the sales office telephone 60 is connected to the public telephone line N3 via a telephone exchange (PBX: Private Branch Exchanger) 50, and when the telephone exchange 50 receives an outside call from the customer telephone 110, it switches it to an internal line and connects it to the selected sales office telephone 60. Therefore, when a customer (customer telephone 110) makes a call to a salesperson at the sales office S, the call is made to the outside line number of this sales office S, and then one sales office telephone 60 is selected by the telephone exchange 50 and designated as the destination of the call.

In addition, when an outside call is received, the telephone exchange 50 creates an incoming call log, which is a record of the call, at the end of the call. This incoming call log includes the date and time of the call and the telephone number of the caller. Although only one sales office S is shown in FIG. 1, in reality, multiple sales offices are also provided with sales office telephones 60 and telephone exchanges 50, and incoming call logs are created in the same way for all telephone exchanges 50. Note that the same applies when facsimile communication is made from the customer side via the public telephone line N3 instead of a telephone call, and when facsimile communication is made via the telephone exchange 50. The following only describes the case where a call is made using the customer's telephone 110.

The customer telephone 110 and the sales office telephone 60 can be any type of telephone as long as they are connected via the public telephone line N3 and are capable of communicating with each other, and may be a normal landline telephone or a smartphone capable of exchanging information via the network N2, etc. However, even if information exchange via the network N2, etc. is possible, the following description will only cover the case where a call is made via the public telephone line N3.

The data center D is provided with a telephone management device 30 connected to all telephone exchanges 50 via the network N1. Each telephone exchange 50 transmits an incoming call log to the telephone management device 30 via the network N1, and the telephone management device 30 receives it. The incoming call log is transmitted to the telephone management device 30 every time an outside call is received by the telephone exchange 50. The telephone management device 30 is connected closely to 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.

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

Conventional CRM systems (e.g., Patent Document 1) also used information based on communications with customer telephones. However, in this case, a call center (CTI system) was used to centrally manage communications (calls) with customer telephones, and this CTI system would accept seminar reservations, survey results, etc., by operating push buttons on the customer's telephone, and the results were registered as customer-related information in the CRM system. In contrast, in this sales support system 1, only the call function is used, and the CRM server 10 obtains and uses the incoming call logs related to these calls. For this reason, there is no need for a call center (CTI system) to centrally manage calls with customers.

Figure 4 shows the configuration of the telephone exchange 50. As mentioned above, the telephone exchange 50 has the function of a normal PBX, and is provided with a PBX function unit 51 with this function. When a call is received from the customer telephone 110 via the public telephone line N3, the PBX function unit 51 switches and connects to one of the connected sales office telephones 60, thereby realizing a call between the customer telephone 110 and the selected sales office telephone 60. At this time, it has a transfer function that transfers the call to another sales office telephone 60, a hold function that puts the call on hold if the call destination has not been determined, and a function that connects the connected sales office telephones 60 to each other via extensions to allow the call to be made.

When the PBX function unit 51 receives an incoming call from an outside line, the PBX control unit 52 obtains the caller's telephone number from the PBX function unit 51. The PBX control unit 52 also recognizes the date and time of the incoming call (or the call start time) and the call end time using the connected time recognition unit 53. Each time there is an incoming call, the PBX control unit 52 recognizes the date and time of the incoming call and the caller's telephone number, and creates an incoming call log that specifies the date and time of the incoming call and the caller's telephone number. The PBX control unit 52 then transmits this incoming call log to the telephone management device 20 via the network N1 using the network connection unit 54.

In this way, the telephone management device 30 obtains an incoming call log from each sales office (telephone exchange 50) each time a customer calls, and creates incoming call information that records all incoming call logs for a specified period (for example, one day) from all incoming call logs for this period. Figure 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 memory unit 33. The control unit 31 thereby creates incoming call information that records all incoming calls from customers during this period from all incoming call logs for a specified period, as illustrated in Figure 6, and stores it in the memory unit 33. As mentioned above, each incoming call log is composed of "incoming call date and time" and "outside line number", and the control unit 31 recognizes the sales office (receiving sales office) that received this call or the receiving department code, which is the department code, depending on which telephone exchange 50 the incoming call log was obtained from. Therefore, the items in the incoming call information are "incoming call date and time", "outside line number", and "receiving department code". Here, the "incoming call numbers" ((1) to (6)) are numbers assigned in the order of incoming calls for convenience. The control unit 31 sends this incoming call information to the CRM server 10, and this incoming call information is stored in the database server 20.

The telephone exchange 50 (PBX function unit 51) can also recognize which sales office telephone 60 an outside call was connected to, and in this case, the identification number (e.g., extension number) of this sales office telephone 60 can also be included in the incoming call log. If a sales office telephone 60 is provided for each sales representative at each sales office as shown in FIG. 1, the sales representative's staff code (receiving sales representative code) can also be included as an item in the incoming call information in response to each incoming call, as shown on the right side of FIG. 6.

Meanwhile, the database server 20 stores customer attribute information that associates the attribute information of a registered customer with the customer's attribute information. Figure 7 shows an example of this customer attribute information. Here, the customer name (kana), address, and telephone number (landline, mobile phone) are registered along with the customer code assigned to each of the four customers indicated by "customer name". In addition, the identification number of the sales office in charge of this customer is registered as the "sales department code", and the identification number of the direct person in charge at this sales office (salesperson in charge: salesperson in charge) is registered as the "salesperson in charge code". Here, if the sales office to which each salesperson belongs is predetermined, the sales office is automatically identified when the salesperson is identified, so the "sales department code" item is not necessary. Note that this customer attribute information is updated by the salesperson as appropriate when a new customer is found, when there is a change in information about the customer, etc. The last "classification" item in Figure 7 will be described later.

When an incoming call is received, there are two possible responses from the salesperson on the other end of the call (the receiving salesperson): (A) the receiving salesperson performs the task required by the customer, or (B) only the salesperson in charge in the customer attribute information (Figure 7) can perform this task, and a different receiving salesperson cannot perform this task, and the receiving salesperson simply contacts the customer to that effect regarding the salesperson in charge. The incoming call log is created in the same way in either case, and the incoming call information (Figure 6) is also created in the same way.

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. In particular, it checks whether there is a customer whose "outside line number" of the caller in the incoming call information matches the customer's telephone number (landline, mobile phone) in the customer attribute information. If there is a customer whose "outside line number" in the incoming call information matches a landline or mobile phone number in the customer attribute information, it can be presumed that this customer in the incoming call information is the customer with the corresponding telephone number in the customer attribute information.

Therefore, the CRM server 10 recognizes the customer contact information that links the acquired incoming call information with the customer registration information, and stores this in the database server 20. Figure 8 shows customer contact information created in response to the incoming call information in Figure 6 and the customer attribute information in Figure 7.

In Figure 8, based on the outside line number, the customers (callers) with incoming numbers (1) and (5) correspond to the customer with customer code 100101 in Figure 7, the customer with incoming number (2) corresponds to the customer with customer code 100102, the customer with incoming number (3) corresponds to the customer with customer code 100103, and the customer with incoming number (4) corresponds to the customer with customer code 100106. The caller with incoming number (6) is recognized as not being a customer registered in the customer attribute information (an unregistered customer), so the customer attribute information item for incoming number (6) in Figure 8 is blank.

Based on this customer contact information, the sales representative of this securities company can respond to the recognized call record. This operation is explained below. Figure 9 is a flowchart showing this operation. This process is performed in cooperation with the business PC 40 and CRM server 10 in Figure 1.

In FIG. 9, this process is started by a salesperson logging in to the business PC 40 (S1). This operation can be performed once a day, for example, at the start of work. This allows the business PC 40 and CRM server 10 to recognize that this salesperson has started this process (S2). Here, this salesperson is assumed to be the salesperson with salesperson code 801 in FIG. 8.

The CRM server 10, recognizing this, transmits only the information in the customer contact information (FIG. 8) where the logged-in salesperson is the salesperson in charge to the business PC 40, which receives this information (S3). This allows the salesperson to handle the subsequent case.

Next, in the business PC 40, the PC control unit 41 displays the relevant part of the customer contact information and the input screen for the corresponding process on the display unit 43 as instructions for the subsequent response (S4). FIG. 10 is an example of the display in this case. The salesperson can look at this screen and take the subsequent response for each case (incoming call numbers (1), (3), (5)). Alternatively, the 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 logging in, for example, a key displaying "incoming call notification function" is displayed on the edge of the screen of the display unit 43, and this display (S4) is performed by operating this key, so that this process can be performed at any time. In the above example, the CRM server 10 transmits only the relevant part of the customer contact information to the business PC 40, but the CRM system 10 may transmit the customer contact information in FIG. 8 as is to the business PC 40, and the PC control unit 41 may display FIG. 10 using only the relevant part of this.

When the "Contact History" item for a case is checked, the PC control unit 41 causes the display unit 43 to display a processing menu screen for this case, for example, as shown in FIG. 11. Here, attribute information for the corresponding customer is listed, so the salesperson can look at this and confirm the request by contacting the customer, such as by calling the customer or sending an e-mail. The salesperson can then update the sales history information for this customer accordingly.

Here, the sales history information includes, for example, the contact history information table, visitor reservation table, and seminar reservation table described in Patent Document 1. Corresponding to these, in FIG. 11, the subsequent processes include "contact history creation" (creation of the contact history information table), "visitor reservation" (creation of the visitor reservation table), and "seminar reservation" (creation of the seminar reservation table), and the salesperson can perform these processes by contacting the salesperson (S5). Also, for example, if a seminar reservation has already been made by the above-mentioned telephone salesperson, it can be confirmed that the seminar reservation has been made properly by checking the seminar reservation table (not shown). If the telephone salesperson code in FIG. 6 is included in the incoming call information, such confirmation is easy.

When this process is complete, the PC control unit 41 indicates that the process for this case has been completed by displaying an "*" in the "Responded" field, as in the display for the customer with incoming number (1) in Figure 10. In addition, of the displayed cases (3 cases), the number of cases that have been processed (1 case) and the number of cases that remain to be processed (2 cases) are displayed. This allows the above process to be performed one case at a time until all cases are completed (S6: Yes).

By carrying out the above process, in this sales support system 1, even when contact is made by telephone between a customer and a securities company or the like, this contact can be handled appropriately and the details of this contact can be properly recorded.

In the above example, the customer contact information was used for each sales representative as shown in FIG. 10, and the sales representative handled the case. However, the customer contact information may be used for each sales office. In this case, the incoming numbers (1), (2), (3), and (5) in the case displayed in FIG. 10 are the targets for display (processing). In this case, a sales representative who sees this display can contact the sales representative in charge of each case and have them carry out the same processing.

In the above example, the above operation was started by a sales representative logging in (S1), but in this case, the customer contact information for which this sales office is responsible may be displayed periodically (e.g., once a day) on the business PC 40 regardless of the user. Furthermore, all customer contact information may be displayed on the business PCs 40 of all sales offices connected to this sales support system 1. In these cases, only one of the multiple business PCs 40 at the sales office may be used for this purpose. In these cases, more sales representatives can be aware of the customer contact information (that a customer has contacted them by phone).

On the other hand, if you want to increase the confidentiality of the sales history information, you can restrict the information about a certain customer to only certain sales representatives. In this case, you can set customer restriction authority for registered users of this sales support system 1 to limit the customers they can handle. To do this, you can classify each customer as shown in "Classification" as shown in Figure 7.

In FIG. 7, for "classifications" (1-3), 1 requires the highest confidentiality, and 3 requires the lowest. On the other hand, the customer-limited authority given to the user (salesperson) can be set to three types, for example, "Can view information on all customers in classifications 1-3," "Cannot view information on customers in classification 1," and "Cannot view information on customers in classifications 1 and 2." Depending on this customer-limited authority, the CRM server 10 can restrict the customer contact information displayed on the business PC 40 depending on the user. In addition to the above, other customer-limited authority restrictions can also be set, such as allowing viewing of information but not allowing correspondence (input on the screen in FIG. 11).

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 document can be "(AA NNN) (customer code 100101) Thank you for your help. (Name of the business office with department code 121) (name of salesperson with person in charge 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, for example, e-mail, and the salesperson can use it as is in e-mail (callback) 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.

In addition, when displaying the customer contact information (S4), as shown in the lower right of FIG. 10, for example, a "display unregistered customers" key may be provided, 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, FIG. 12 for the case of the incoming 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.

In this case, just as in the case of the customer limitation restriction described above, the authority to deal with such unregistered customers (authority to deal with unregistered customers) can be set for each user. In this case, the business PC 40 or CRM server 10 can display FIG. 12 on the display unit 43 only if the user has this authority, and then after checking the "dealing history" in FIG. 12, can create new customer attribute information for this customer and store it in the database server 20. In the example of FIG. 12, there is only one unregistered customer, but if there are multiple unregistered customers, they can be processed one by one as in the case of FIG. 10.

In this way, by applying various restrictions to users, when a customer contacts you by phone, the contents of that call can be properly recorded, while at the same time maintaining a high level of confidentiality of the information from that customer.

In the above example, the CRM server 10, database server 20, and telephone management device 30 are centralized in the data center D, but as long as the above operations can be realized, they may be appropriately distributed and installed in one sales office. Also, in the example of Figure 1, the business PC (terminal) 40 and sales office telephone (extension telephone) 60 are provided for each salesperson, but there is no need to have a fixed correspondence between these and the salesperson. In this case, it will be difficult to automatically recognize the telephone salesperson code in Figure 6, but if the telephone salesperson can enter this in the incoming call log, for example, this can be included in the incoming call information as well.

The present invention has been described above based on an embodiment. This embodiment is merely an example, and it will be understood by those skilled in the art that various modifications are possible in the combination of the components, and that such modifications are also within the scope of the present invention.

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 Business telephone (extension telephone)
100 Customer PC
110 Customer telephone CA1, CA2 Customer D Data center N1, N2 Network N3 Public telephone line S Sales office SA1, SA2 Salesperson

Claims (7)

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 customer and includes the customer's telephone number, and sales history information, which includes a record of the history of sales activities conducted with respect to the customer;
A CRM server that processes various information related to the sales activities based on the customer attribute information and the sales history information;
a telephone exchange that connects an outside call received via a public telephone line to an extension telephone via an extension and creates an incoming call log that specifies the incoming date and time of the outside call and the telephone number of the caller;
a telephone management device that acquires the call log from the telephone exchange and transmits call information including the contents of the call log acquired within a certain period of time to the CRM server;
Equipped with
The CRM server identifies a correspondence between the caller and the customer by comparing the caller's telephone number in the received call information with the customer's telephone number in the customer attribute information ;
A terminal installed in the sales office is caused to display a message indicating that a telephone call has been made from the customer recognized as the caller;
An authority to deal with unregistered customers that enables the user of the terminal to deal with unregistered customers is set for the user according to the user;
The sales support system is characterized in that when the CRM server recognizes a caller in the incoming call information that does not correspond to the customer registered in the customer attribute information, if the user operating the terminal has the authority to handle unregistered customers, it displays on the terminal a message indicating that a call has been made from that caller, and if the user operating the terminal does not have the authority to handle unregistered customers, it does not display on the terminal a message indicating that a call has been made from that caller . 2. The sales support system according to claim 1 , wherein the CRM server causes the terminal to display a message requesting an update of the sales history information for the customer recognized as the sender. The customer attribute information includes an identification number of a sales office in charge of handling the customer, or an identification number of a sales representative in charge of handling the customer,
The sales support system of claim 1 or 2, characterized in that when the CRM server determines based on the customer attribute information that the sales office that served the recognized customer is the same as the sales office where the terminal is installed, or when it determines that the sales representative that served the recognized customer is the user who operated the terminal, it displays on the terminal that a telephone call has been made by the recognized customer. 3. The sales support system according to claim 1 , wherein the CRM server periodically displays on the terminal a message indicating that the telephone call has been received. The sales support system according to claim 1 or 2, characterized in that the CRM server causes the call origin in the incoming call information to correspond to the customer in the customer attribute information and to be displayed on the terminal at all of the sales offices connected to the sales support system. A customer limiting authority for limiting the customers to which the terminal can be handled is set for each user of the terminal;
The sales support system according to claim 1 or 2, characterized in that the CRM server does not display on the terminal a notice that a telephone call has been made to a customer outside the range defined in accordance with the customer limited authority of the user operating the terminal. The sales support system of claim 3, characterized in that the CRM server presents to the sales office or sales representative corresponding to the customer recognized as the caller a text including the customer's name and the date and time of the call in the corresponding call log, which text will be used by the sales office or sales representative when contacting the customer back .

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