JP2011154499A - Crm server, method of transmitting/receiving electronic mail, and program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a CRM server for enabling one operator to create and reply answer mail for one piece of inquiry mail without sorting. <P>SOLUTION: In response to an operation with respect to a client, inquiry mail is selected (S35). Whether no response has been made to the selected inquiry mail is determined by referring to an inquiry mail history database (S36). When no response has been made to the inquiry mail, ID of an operator who is logging in is recorded in association with the inquiry mail (S37). When a response has been made to the inquiry mail, whether the ID of the operator who is logging in matches the operator ID recorded in association with the inquiry mail is determined (S38). When the operator IDs do not match each other, the client 18 is notified of the result. In this case, the operator needs to select another inquiry mail. Therefore, the inquiry mail selected by another operator is not selected. <P>COPYRIGHT: (C)2011,JPO&INPIT

Description

  The present invention relates to a CRM (Customer Relationship Management) server and an e-mail transmission / reception method therefor, and more particularly to a CRM server using e-mail and an e-mail transmission / reception method thereby.

  Japanese Patent Laying-Open No. 2003-169147 (Patent Document 1) discloses a customer response system using an automatic voice response (IVR) system. This customer response system can return an answer to a question from a user (customer) who is a general consumer to the user and send a message for sales promotion to the user. This customer response system can also return information obtained by voice immediately by e-mail or mobile phone mail in cooperation with a mail server. The mail server sends reply e-mails and mobile phone e-mails to customers, and inserts information (text format) from the database server into the document template output from the automatic voice response server. Assembled and configured to send the assembled email to the customer's email address.

  Japanese Patent Laying-Open No. 2003-271814 (Patent Document 2) discloses a CRM system in an operation terminal used by a customer such as an automatic cash transaction apparatus and an unmanned terminal apparatus installed in a financial institution. This CRM system reads a customer ID of a card inserted in an operation terminal in order to provide information suitable for the customer in a CRM system connected to an operation terminal having a display unit via a communication network. The information genre for the customer stored in the database is transmitted to the operation terminal via the communication network and displayed on the display unit. The customer selects the information genre for which information is desired to be provided from the displayed information genre, and is selected. The information is transmitted from the CRM database to the operation terminal via the communication network and displayed on the display unit.

  Japanese Patent Laying-Open No. 2005-025665 (Patent Document 3) discloses a customer access information notification system as a CRM system that performs contact with a customer by a multi-channel in a financial / securities company. In this customer access information notification system, an access history that a customer has accessed through various channels is stored in an access information notification management table of a database in association with person-in-charge information of the customer, and a server (CRM application) The database is searched in response to a periodic request from the terminal, and if there is an access history corresponding to the person in charge of the request source, it is output to the terminal of the request source, and there is an access from the customer at the terminal Is displayed to the person in charge.

  JP 2008-171449 (Patent Document 4) discloses an engine capable of presenting a user interface based on a logical structure such as a logical structure for a customer relationship management (CRM) system via a website. In this customer relationship management (CRM) system, the logical structure is an ordered set that is presented to the business customer when the customer comes in contact with the business through a query such as a sales or service query or other interaction. Has questions and branching logic. The engine executes a session associated with the logical structure to dynamically present questions, text, graphics, etc. to customers via networks such as the Internet and websites.

  Japanese Patent Laying-Open No. 2008-158861 (Patent Document 5) discloses a reception system in which a sender mail address is not displayed in order to protect personal information included in an electronic mail.

JP 2003-169147 A JP 2003-271814 A JP 2005-025665 A JP 2008-171449 A JP 2008-158861 A

  The CRM system disclosed in Patent Document 1 replies by telephone to an inquiry by telephone, but does not reply by electronic mail to an inquiry by electronic mail. In addition, none of the CRM systems disclosed in Patent Documents 2 to 4 uses electronic mail. The CRM system disclosed in the above-mentioned Patent Document 5 answers an inquiry by electronic mail by e-mail, but does not describe at all who answers which inquiry.

  The CRM system using electronic mail receives an inquiry mail from a customer, and a responder creates and returns a reply mail to the inquiry mail. If a large number of inquiry emails are received, one person will not be able to handle them, so multiple persons will respond. In this case, it is necessary to sort in advance who will respond to which inquiry mail. However, this sort of work is very labor intensive. If the sorting operation is omitted, no effort is required. However, there is a possibility that a plurality of people reply reply mail to one inquiry mail, and no one may reply reply mail.

  An object of the present invention is to provide a CRM server in which one respondent always creates and returns an answer mail with respect to one inquiry mail without performing sorting work, an e-mail transmission / reception method using the CRM server, and a program therefor Is to provide.

  The CRM server according to the present invention is a CRM server accessible from a plurality of client clients. The CRM server includes a mail receiving unit, a mail selecting unit, a mail creating unit, a selection prohibiting unit, and a mail reply unit. The mail receiving means receives an inquiry mail transmitted from a customer terminal device (mobile phone, personal digital assistant (PDA), personal computer (PC), etc.). The mail selecting means selects a desired inquiry mail from the inquiry mails received by the mail receiving means in response to an operation on the client. The mail creating means creates an answer mail for the inquiry mail selected by the mail selecting means in response to an operation on the client. The selection prohibiting means prohibits the selection of the inquiry mail by the mail selection means in response to an operation on a client other than the client that has selected a desired inquiry mail from among a plurality of client clients. The mail reply means returns the reply mail created by the mail creation means to the terminal device of the customer who sent the inquiry mail.

  An e-mail transmission / reception method according to the present invention is an e-mail transmission / reception method by a CRM server accessible from a plurality of client clients. The transmission / reception method includes a step of receiving an inquiry mail transmitted from a customer terminal device, a step of selecting a desired inquiry mail from the received inquiry mails in response to an operation on the client, and a method of responding to the client In response to the operation, a step of creating an answer mail corresponding to the selected inquiry mail, and selection of the inquiry mail according to the operation on the response client other than the response client that selected the desired inquiry mail among the plurality of response clients A prohibiting step, and a step of returning the created reply mail to the terminal device of the customer who sent the inquiry mail.

  The program according to the present invention includes a step of receiving an inquiry mail transmitted from a customer's terminal device to a CRM server accessible from a plurality of client clients, and from among the inquiry mails received in response to an operation on the client. A step of selecting a desired inquiry mail, a step of creating an answer mail corresponding to the selected inquiry mail in response to an operation on the client, and a client other than the client that selected the desired inquiry mail among a plurality of client clients The step of prohibiting the selection of the inquiry mail in response to the operation on the customer client and the step of returning the created reply mail to the terminal device of the customer who sent the inquiry mail are executed.

  According to the present invention, one respondent can always create and reply to an inquiry mail without performing a sorting operation.

It is a network diagram which shows the whole structure of the CRM system by embodiment of this invention. It is a functional block diagram which shows the structure of the web server in FIG. It is a functional block diagram which shows the structure of the CRM server in FIG. It is a flowchart which shows the reception process of the inquiry mail by the CRM server in FIG. It is a flowchart which shows the reply process of the reply mail by the CRM server in FIG. It is a figure which shows the inquiry mail list screen displayed by step S22 in FIG. It is a flowchart which shows the subroutine of the reception process in FIG. It is a flowchart which shows the log | history list display process of the mail by the CRM server in FIG. It is a flowchart which shows the statistical process by the CRM server in FIG. It is a figure which shows an example of the result of having analyzed the sex ratio of the customer who inquired about store reception by the statistical process shown in FIG. It is a figure which shows an example of the result of having analyzed the ratio according to the age of the female customer who inquired about store reception by the statistical processing shown in FIG.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. In the drawings, the same or corresponding parts are denoted by the same reference numerals and description thereof will not be repeated.

[Configuration of the entire CRM system]
Referring to FIG. 1, a CRM system 10 according to an embodiment of the present invention includes a CRM server 12, a web server 14, a plurality of mobile phones 16, and a plurality of client clients 18. The CRM server 12, the web server 14, the mobile phone 16, and the reception client 18 are connected to each other via the Internet 20.

  The web server 14 is managed by a trader who sells products or a trader who provides services (hereinafter referred to as a “commercial product seller”). The CRM server 12 is managed by another vendor (hereinafter referred to as “CRM vendor”) that provides a CRM service, which will be described later, to a merchandise seller. The mobile phone 16 is operated by a customer of a merchandise dealer. The response client 18 is operated by the response person. The responder is, for example, an employee of a CRM company or a part-time job, or a person who has been entrusted with a predetermined service from a CRM company. The reception client 18 is installed in the CRM company or in the home of the person who has been entrusted with the reception work.

  The client 18 can access the CRM server 12 via the Internet 20. The response client 18 is constituted by a general-purpose personal computer (PC) or the like, and a general-purpose web browser is installed. The mobile phone 16 has an Internet connection function, an e-mail function, etc. in addition to a normal call function. Therefore, the mobile phone 16 can access the web server 14 via the Internet 20. Instead of the mobile phone 16, a personal digital assistant (PDA), a PC, or the like may be used.

  The customer accesses the web server 14 using his / her mobile phone 16 and performs membership registration in order to obtain product information from a merchandise seller. A customer who has a complaint, question, request, or the like with respect to a merchandise seller sends an e-mail (hereinafter referred to as “inquiry mail”) to a dedicated e-mail address using his / her mobile phone 16. A mail address dedicated to the inquiry can be acquired from the web server 14 or the like. The inquiry mail is transmitted to the CRM server 12 via the Internet 20. Therefore, even a customer who has not registered as a member in advance can send an inquiry mail. The responder can access the CRM server 12 using the response client 18 and browse the inquiry mail. The respondent creates an e-mail (hereinafter referred to as “answer mail”) that answers the inquiry mail. The CRM server 12 returns the created reply mail to the mobile phone 16 via the Internet 20.

[Web server configuration]
With reference to FIG. 2, the web server 14 includes an application server 22 and a database server 24. That is, an application server program and a database server program are installed in the web server 14. The application server 22 authenticates the customer who has accessed from the mobile phone 16 and transmits various product information and the like to the mobile phone 16. The database server 24 includes a member database 26. In the member database 26, as shown in the following Table 1, a customer's e-mail address, member ID (identifier), password, name, gender, age, address, and the like are registered. In this example, customer attributes include gender, age and address.

[Configuration of CRM server]
With reference to FIG. 3, the CRM server 12 includes an application server 28, a mail server 30, and a database server 32. That is, the CRM server 12 is installed with an application server program, a mail server program, and a database server program. The function of the application server 28 will be described later. The mail server 30 has an e-mail transmission / reception function. The database server 32 includes a customer database 34, an inquiry mail history database 36, an answer mail history database 38, a fixed sentence database 40, a spam mail database 42, and the like.

As shown in Table 2 below, the attendee database 34 is registered with the attendee's ID, login ID, password, name, and the like.

In the inquiry mail history database 36, all inquiry mails received by the mail server 30 are stored as a history. Specifically, as shown in Table 3 below, an inquiry mail ID, a sender mail address, a subject, a body text, a spam mail determination flag, a carrier, a reception date and time, a processing state, an attendant ID, and the like are recorded.

  The inquiry mail ID is automatically and sequentially given to the inquiry mail. The junk mail determination flag is set to “0” by default (when the inquiry mail is not junk mail), and is set to “1” when the inquiry mail is junk mail. The carrier is the telecommunications carrier of the mobile phone used for sending the inquiry mail. The processing status indicates the status of response processing for the inquiry mail, and includes “not responding”, “accepted”, “no response required”, “forwarding”, “retransmission required”, and the like. “Non-responding” indicates a state where nothing has been answered to the inquiry mail. “Received” indicates a state in which an answer mail has already been returned in response to the inquiry mail. “No response” indicates a state in which no response is required to the inquiry mail. “Forward” indicates a state in which the inquiry mail is forwarded to the superior when the person who has not been able to respond to the inquiry mail. “Resend required” indicates a state in which a provisional answer mail is replied to the inquiry mail, but a supplementary answer mail needs to be re-replyed.

In the reply mail history database 38, all reply mails returned by the mail server 30 are stored as a history. Specifically, as shown in Table 4 below, an answer mail ID, an inquiry mail ID, a subject, a main category, a subcategory, a text, a reply date and time, an attendant ID, and the like are recorded.

  The reply mail ID is automatically and sequentially given to the reply mail. The inquiry mail ID is given to the inquiry mail corresponding to the reply mail. The main category and subcategory indicate the type of inquiry content. The main category includes “product”, “store reception”, “store equipment”, “member registration”, and the like. The subcategory includes “complaint”, “question”, “request”, and the like. For example, when the main category = “store equipment” and the subcategory = “complaint”, it indicates that the content of the inquiry is a complaint about the store equipment. When the main category = “product” and the subcategory = “complaint”, it indicates that the inquiry content is a complaint about the product. When the main category = “store reception” and the subcategory = “complaint”, it indicates that the content of the inquiry is a complaint regarding customer reception (customer attitude, etc.) at the store. When the main category = “product” and the subcategory = “request”, it indicates that the inquiry content is a request regarding the product.

  In the fixed phrase database 40, fixed phrases used for creating the reply mail are registered. A fixed phrase is an example sentence of a typical answer to a typical query. In the spam mail database 42, the sender mail address of the spam mail is registered.

[Operation of CRM system]
Next, the operation of the CRM system 10 will be described.

[Receiving inquiry mail]
First, referring to FIG. 4, the inquiry mail receiving process will be described.

  The mail server 30 receives the inquiry mail transmitted from the customer's mobile phone 16 (S11). When the mail server 30 receives a new inquiry mail, the application server 28 notifies all the response clients 18 to that effect (S12). Specifically, the application server 28 may send an e-mail describing the new arrival of the inquiry mail, and the response client 18 may receive it. Further, the client 18 may periodically inquire the application server 28 about new inquiry mails by a polling method. Further, the application server 28 may notify the client 18 of the arrival of the inquiry mail in real time by the push method.

  Subsequently, the application server 28 refers to the spam mail database 42 and determines whether or not the received inquiry mail is a spam mail (S13). In the case of spam mail, the spam mail determination flag is set to “1”.

  Subsequently, the application server 28 determines the carrier of the mobile phone used for sending the inquiry mail based on the sender mail address of the inquiry mail (S14). For example, if the domain of the sender email address is “ddd.ne.jp”, the carrier is determined as D company, and if “sss.ne.jp”, the carrier is determined as S company, and “aaa.ne.jp”. If so, the carrier is determined to be Company A. If the domain is other than the carrier, it is determined that the inquiry mail is transmitted from the PC.

  After the determination, the application server 28 stores the received inquiry mail in the inquiry mail history database 36 (S15). At this time, the processing state shown in Table 3 is set to “unresponsive”, and no receiver ID is set.

[Reply email reply]
Next, with reference to FIG. 5, the reply process of the reply mail will be described.

  The agent operates his / her response client 18 and logs in to the CRM server 12 (S21). Specifically, when the login ID and password of the respondent are input, the application server 28 refers to the respondent database 34 and executes the authentication process of the responder (S31).

  The application server 28 accesses the inquiry mail history database 36, and reads the reception date and time of the inquiry mail, the subject, the whole or a part of the body, the carrier, the visitor ID, and the processing state (S32). However, the sender mail address in the inquiry mail is excluded and is not read out (S32). Further, the application server 28 accesses the client database 34 and replaces the client ID in the inquiry mail with the name of the client. Further, the application server 28 retrieves the text of the inquiry mail and deletes the mail address included in the text (S33). Thereby, for example, an inquiry mail list screen as shown in FIG. 6 is generated. The inquiry mail list screen includes one or more inquiry mails. Each inquiry mail includes a reception date and time, a subject, a body text, a carrier, a name of a responder, and a processing state.

  The application server 28 transmits the generated inquiry mail list screen to the client 18 of the client who has been authenticated in step S31 (S34). The client 18 receives this and displays it on the display (S22). As shown in FIG. 6, a processing button 44 is displayed on the left side of each inquiry mail on the inquiry mail list screen.

  The response person operates his / her response client 18 and clicks the processing button 44 on the left side of the inquiry mail to be processed (S23). In response to this operation, the application server 28 selects the inquiry mail (S35).

  The application server 28 refers to the inquiry mail history database 36 and determines whether or not the processing state of the selected inquiry mail is “unresponsive” (S36). Instead, it may be determined whether or not an attendee ID has already been recorded in association with the inquiry mail. If the respondent ID has not been recorded yet, it is determined that the processing state of the inquiry mail is “unanswered”.

  When the processing state is “unresponsive”, the application server 28 records the logged-in responder ID in association with the inquiry mail (S37). Thereafter, the process proceeds to step S40.

  On the other hand, when the processing state is not “unresponsive” (“response completed”, “response unnecessary”, “transfer” or “retransmission required”), the application server 28 indicates that the ID of the logged-in customer is included in the inquiry mail. It is determined whether or not it matches with the attendee ID already recorded in association (S38). If the attendant IDs match, the process proceeds to step S38. If the client IDs do not match, the application server 28 notifies the client 18 to that effect. Specifically, the application server 28 transmits a warning screen stating that “this inquiry mail cannot be selected” to the client 18 (S39), and the client 18 receives this and displays it on the display (S24). ). In this case, the process returns to step S34, and the responder must reselect another inquiry mail. Therefore, selection of inquiry mail selected by another person is prohibited. Instead of such processing, such an inquiry mail may not be displayed on the inquiry mail list screen so that the corresponding person cannot select the inquiry mail selected by the other person in duplicate. The processing button 44 may not be displayed in response to various inquiry mails.

  When the processing state is unaccepted or the responder IDs match, the application server 28 executes a predetermined response process according to an operation on the response client 18 (S40). Hereinafter, this response process will be described in detail.

[Handling]
Referring to FIG. 7, the respondent operates his / her response client 18, and selects from among “standard sentence selection”, “free sentence input”, “forwarding”, “no response required”, and “spam mail registration”. Choose the best one. In response to this operation, the application server 28 executes the selected process.

  When “select fixed phrase” is selected, a fixed phrase suitable for the query content is selected from a plurality of fixed phrases stored in the fixed phrase database 40 (S51). When “free sentence input” is selected, a free sentence is input in accordance with the operation of the attendant (S52).

  Subsequently, when the respondent selects a category according to the content of the inquiry, the content of the inquiry mail is classified, and a category is assigned to each inquiry content (S53). For example, when the content of the inquiry is a complaint about store response, the main category is set to “store response” and the subcategory is set to “complaint”. When the inquiry content is a request related to a product, the main category is set to “product” and the subcategory is set to “request”. Note that when “select fixed phrase” is selected, a predetermined main category and subcategory are assigned.

  If the text input in step S52 is reusable (“Yes” in S54), the text is stored in the fixed text database 40 (S55).

  If the selected fixed sentence or the input free sentence is insufficient as an answer to the query, and it is necessary to retransmit a sufficient answer (“required” in S56), the inquiry mail history database 36 stores the inquiry mail. The processing state is set to “retransmission required” (S57). On the other hand, when there is no need to resend the answer (“unnecessary” in S56), the processing state of the inquiry mail is set to “accepted” (S58).

  Subsequently, an answer mail describing the selected fixed text or the input free text is returned to the mobile phone 16 of the customer who sent the inquiry mail (S59) and stored in the answer mail history database 38 (S60). ).

  If “Forward” is selected, the inquiry mail is forwarded to the senior manager because it cannot be handled by the corresponding person (S61). Then, in the inquiry mail history database 36, the processing state of the inquiry mail is set to “transfer” (S62). If “no response” is selected, it is not necessary to respond to the inquiry mail (S63). When “Junk mail registration” is selected, the spam mail discrimination flag of the inquiry mail is set to “1” in the inquiry mail history database 36, and the sender mail address is registered in the spam mail database 42 (S64). . When “response is not required” or “spam mail registration” is selected, the processing state of the inquiry mail is set to “response not required” (S65). When “Forward”, “No response” or “Junk mail registration” is selected, the reply mail is not returned.

[History list display processing]
Next, referring to FIG. 8, the inquiry / answer mail history list display process will be described.

  For example, when an administrator of a CRM company operates the CRM server 12 and clicks an inquiry mail for displaying a list of histories, the application server 28 selects the desired inquiry mail in response to this operation (S71).

  Subsequently, the application server 28 extracts an inquiry mail including the same sender mail address as the sender mail address of the desired inquiry mail from the inquiry mail history database 36 (S72).

  Subsequently, the application server 28 extracts a reply mail corresponding to the extracted inquiry mail from the reply mail history database 38 based on the extracted inquiry mail ID (S73).

  Then, the application server 28 displays the inquiry mail extracted in step S72 and the answer mail extracted in step S73 in association with each other (S74). For example, inquiry emails from the same sender may be displayed vertically, and corresponding response emails may be displayed beside each inquiry email. Also, inquiry emails from the same sender may be displayed side by side, The display mode of the association is not particularly limited, for example, when a mail is clicked, an answer mail corresponding to the mail may be displayed.

[Statistical processing]
Next, the inquiry mail statistical processing will be described with reference to FIG.

  For example, when a manager of a CRM company operates the CRM server 12 and clicks on a method for collecting the statistics of the inquiry mail, the application server 28 responds to the operation from among a plurality of statistical methods prepared in advance. A desired statistical method is selected (S81).

  Subsequently, the application server 28 accesses the answer mail history database 38 and specifies the ID of the inquiry mail based on the specific category (S82). For example, when analyzing a customer who has inquired about store reception, an inquiry mail ID whose main category is set to “store reception” is specified.

  Subsequently, the application server 28 accesses the inquiry mail history database 36 and specifies the sender mail address based on the specified inquiry mail ID (S83).

  Subsequently, the application server 28 accesses the member database 26 and specifies the customer attribute based on the read sender email address (S84). For example, when analyzing the sex ratio of a customer who has inquired about store interaction, the sex of the customer is specified based on the sender email address. In addition, when analyzing the percentage of female customers who made inquiries about store interaction, the customer's gender is identified based on the sender's e-mail address, and the gender is set to “female” among them. Age is specified.

  Subsequently, the application server 28 creates a correlation between the specific category used in step S82 and the customer attribute specified in step S84 (S85). For example, in the case of analyzing the sex ratio of customers who have inquired about store interaction, the number of male and female customers whose main category is set to “store interaction” is counted, and each percentage is calculated. In addition, when analyzing the percentage of female customers who make inquiries about store interaction by age, the number of female customers whose main category is set to “store response” is counted for each age, and each percentage is calculated. The

  Then, the application server 28 displays the result of statistical analysis on the display or prints it with a printer and outputs it (S86). For example, if the sex ratio of the customer who inquired about store interaction is analyzed, a result as shown in FIG. 10 is obtained. In addition, if the ratio of female customers who make inquiries regarding store interaction is analyzed, the results shown in FIG. 11 are obtained.

[Effect of the embodiment]
The embodiment of the present invention is configured such that an inquiry mail cannot be selected in response to an operation on a client other than the client that has selected a desired inquiry mail. One respondent can always reply by creating an answer mail.

  Further, the embodiment of the present invention classifies the contents of the inquiry mail and assigns a category for each content, accesses the member database, and sends the inquiry mail based on the sender mail address of the inquiry mail. Are identified, and the correlation between the category and customer attributes is created, so the correlation between the query contents and the gender and age of the customer who made the query is statistical. Can grasp.

  Further, since the embodiment of the present invention is configured to display the inquiry mail on the receiving client except for the sender mail address, the sender mail address does not leak to the client. Further, since the embodiment of the present invention is configured to add the sender email address of the inquiry email as the destination email address to the reply email, the reply email can be queried even if the respondent does not know the sender email address. Reply to the mobile phone of the customer who sent the email.

  In addition, since the embodiment of the present invention is configured to delete the mail address included in the text of the inquiry mail, the mail address in the text is not leaked to the respondent.

  Further, the embodiment of the present invention is configured to display the subject and body of the inquiry mail and the processing state indicating whether or not the reply mail has been replied on the client, so that the client himself / herself Inquiries that can be answered can be quickly selected.

  In the embodiment of the present invention, the inquiry mail and the reply mail are stored, the inquiry mail including the desired sender mail address is extracted from the stored inquiry mail, and extracted from the stored reply mail. Response emails are extracted, and the extracted inquiry emails and the extracted response emails are displayed in association with each other, so all the inquiry emails given by a customer and all the responses to them You can browse in association with mail.

  In addition, since the embodiment of the present invention is configured to notify a plurality of client clients when an inquiry mail is received, the client can quickly start creating a reply mail. it can.

  While the embodiments of the present invention have been described above, the above-described embodiments are merely examples for carrying out the present invention. Therefore, the present invention is not limited to the above-described embodiment, and can be implemented by appropriately modifying the above-described embodiment without departing from the spirit thereof.

DESCRIPTION OF SYMBOLS 10 CRM system 12 CRM server 14 Web server 16 Mobile phone 18 Reception client 26 Member database 28 Application server 30 Mail server 36 Inquiry mail history database 38 Answer mail history database

Claims (9)

A CRM server that can be accessed from multiple clients,
Mail receiving means for receiving an inquiry mail transmitted from the customer's terminal device;
Mail selecting means for selecting a desired inquiry mail from the inquiry mail received by the mail receiving means in response to an operation on the client;
Mail creating means for creating an answer mail for the inquiry mail selected by the mail selecting means in response to an operation on the client;
A selection prohibiting means for prohibiting selection of an inquiry mail by the mail selection means in response to an operation on a response client other than the response client that has selected the desired inquiry mail among the plurality of response clients;
A CRM server comprising: mail reply means for replying the reply mail created by the mail creation means to the terminal device of the customer who sent the inquiry mail. The CRM server of claim 1, further comprising:
Inquiry classification means for classifying the contents of the inquiry mail received by the mail reception means and assigning a category for each content;
Attribute specifying means for accessing the member database in which the attribute and mail address of the customer are registered, and for specifying the attribute of the customer who sent the inquiry mail based on the sender mail address of the inquiry mail received by the mail receiving means When,
A CRM server, comprising: correlation creating means for creating a correlation between the category assigned by the inquiry classification means and the customer attribute specified by the attribute specifying means. The CRM server of claim 1, further comprising:
Mail display means for displaying the inquiry mail selected by the mail selection means on the selected client except for the sender mail address;
A CRM server, comprising: an address adding means for adding the sender mail address of the inquiry mail received by the mail receiving means as a destination mail address to the reply mail created by the mail creating means for the inquiry mail. The CRM server according to claim 3, further comprising:
A CRM server comprising address deletion means for deleting an email address included in the text of an inquiry mail to be displayed by the mail display means. The CRM server of claim 1, further comprising:
CRM comprising: a list display means for displaying the subject and body of the inquiry mail received by the mail receiving means and a processing state indicating whether or not an answer mail has been returned by the mail reply means on the plurality of client clients. server. The CRM server of claim 1, further comprising:
Mail storing means for storing the inquiry mail received by the mail receiving means and the reply mail returned by the mail reply means;
An inquiry mail extracting means for extracting an inquiry mail including a desired sender mail address from the inquiry mail stored by the mail storage means;
Answer mail extracting means for extracting the answer mail for the inquiry mail extracted by the inquiry mail extracting means from the answer mail stored by the mail storing means;
A CRM server, comprising: a history display means for displaying the inquiry mail extracted by the inquiry mail extraction means in association with the answer mail extracted by the answer mail extraction means. The CRM server of claim 1, further comprising:
A CRM server comprising new arrival notifying means for notifying the plurality of client clients when an inquiry mail is received by the mail receiving means. An e-mail transmission / reception method by a CRM server accessible from a plurality of receiving clients,
Receiving an inquiry email sent from the customer's terminal device;
Selecting a desired inquiry mail from the received inquiry mails in response to an operation on the client;
Creating an answer email corresponding to the selected inquiry email in response to an operation on the client;
Prohibiting selection of the inquiry mail in response to an operation on a response client other than the response client that has selected the desired inquiry mail among the plurality of response clients;
A method of sending and receiving an e-mail by a CRM server, comprising: replying the created answer mail to a terminal device of a customer who sent the inquiry mail. To a CRM server that can be accessed from multiple clients,
Receiving an inquiry email sent from the customer's terminal device;
Selecting a desired inquiry mail from the received inquiry mails in response to an operation on the client;
Creating an answer email corresponding to the selected inquiry email in response to an operation on the client;
Prohibiting selection of the inquiry mail in response to an operation on a response client other than the response client that has selected the desired inquiry mail among the plurality of response clients;
A program for executing the step of returning the created reply mail to the terminal device of the customer who transmitted the inquiry mail.

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