TWI733194B - Customer management system for promoting service application - Google Patents
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本發明係關於一種用於促進服務申請的客戶管理系統與方法,尤其指一種可以保護客戶隱私又能完成服務申請之客戶管理系統與方法。 The present invention relates to a customer management system and method for facilitating service applications, in particular to a customer management system and method that can protect customer privacy and complete service applications.
金融商品其實是一種服務(例如,信貸、房貸、車貸、基金買賣、保險與有價證劵買賣等),當客戶申請服務並得到相關服務後,金融單位都會向客戶收取相關的服務費用。以往,金融商品的行銷多數是透過電話或於銀行櫃檯向客戶說明產品,並給予紙本廣告。此種作法的問題在於,無法初步地知悉客戶的信用狀況、經濟狀況與家庭狀況,且無法有效地理解客戶的需求,因此存在著客戶對金融商品的申請率低,以及無法有效地對準有需求之客戶進行廣告與產品說明,導致了額外的行銷成本。 Financial products are actually a kind of service (for example, credit, mortgage, car loan, fund trading, insurance and securities trading, etc.). When customers apply for services and receive related services, financial units will charge customers related service fees. In the past, most of the marketing of financial products was to explain the products to customers over the phone or at the bank counter, and give paper advertisements. The problem with this approach is that it is unable to initially know the customer’s credit status, economic status, and family status, and cannot effectively understand the customer’s needs. Therefore, there is a low rate of customers’ application for financial products and the inability to effectively target existing customers. Advertising and product descriptions by customers in need have resulted in additional marketing costs.
另外一方面,客戶在申請金融商品(例如,房貸)時,客戶所檢附的申請資料可能有誤,且傳統上都是由業務人員進行初步審查,但業務人員較為繁忙時,可能無法正確地抓出錯誤,導致客戶所申請的金融商品無法被銀行或其他金融單位所核准。再者,業務人員進行初步審查的作法會耗費過多的人力, 且不一定能夠有效地防止惡意詐騙的客戶進行金融商品的申請,甚至,在目前國人普遍對個資與隱私重視的情況,客戶並不想讓其全部的申請資料被業務人員知悉。另外,對於金融單位來說,其亦不想讓業務人員知悉客戶全部的申請資料,例如,聯絡方式,以避免業務人員跳槽時,一併將客戶帶到另一個金融單位。 On the other hand, when a customer applies for a financial product (for example, a mortgage), the application materials submitted by the customer may be incorrect. Traditionally, the preliminary review is performed by the business personnel. However, when the business personnel are busy, the application materials may not be correct. An error was caught, and the financial product the customer applied for could not be approved by the bank or other financial unit. Moreover, the practice of preliminary review by business personnel will consume too much manpower. And it may not be able to effectively prevent malicious fraudulent customers from applying for financial products. Even in the current situation that Chinese people generally attach importance to personal information and privacy, customers do not want all their application materials to be known by business personnel. In addition, for the financial unit, it also does not want the business staff to know all the customer's application information, such as contact information, so as to prevent the business staff from taking the customer to another financial unit when they switch jobs.
本發明實施例提供一種用於促進服務申請的客戶管理系統與方法,其可以有效篩選出可能符合服務之申請條件或對服務會有興趣的客戶,並有效檢核客戶填寫的申請資料是否有誤,且能夠對客戶之申請資料中屬於個資與隱私的部分加密,以避免客戶的個資與隱私洩漏。進一步地說,申請資料中之客戶的聯絡方式,例如電話、電郵、地址與/或通訊軟體帳號等,都會經過加密處理,而無法讓業務人員知悉,但業務人員仍可以透過所述客戶管理系統與方法與客戶傳訊與/或通話。 The embodiment of the present invention provides a customer management system and method for facilitating service application, which can effectively screen out customers who may meet the application conditions of the service or are interested in the service, and effectively check whether the application information filled in by the customer is incorrect , And can encrypt the personal information and privacy part of the customer's application materials to avoid the leakage of the customer's personal information and privacy. Furthermore, the contact information of the customer in the application data, such as phone number, email, address and/or communication software account, etc., will be encrypted and cannot be known to the business staff, but the business staff can still use the customer management system And methods to communicate and/or call with customers.
基於本發明要達到的目的與要解決的技術問題的其中一者,本發明實施例提供一種用於促進服務申請的客戶管理系統,其包括客戶管理伺服器。客戶管理伺服器用於接收客戶申請服務之申請資料,其中申請資料中的第一機敏資料被客戶之客戶端電子裝置以第一私鑰加密,且對應第一私鑰的第一公鑰也被客戶管理伺服器接收。於客戶管理伺服器判斷申請資料齊備無誤後,客戶管理伺服器將申請資料提供給服務提供伺服器或業務人員的業務端電子裝置,其中客戶管理伺服器使業務端電子裝置無法顯示客戶的聯絡方式,但客戶管理伺服器使業務端電子裝置透過其讓業務人員與客戶進行通話與/或傳訊。 Based on one of the objective to be achieved and the technical problem to be solved by the present invention, an embodiment of the present invention provides a customer management system for facilitating service applications, which includes a customer management server. The customer management server is used to receive the application data of the customer applying for the service, wherein the first sensitive data in the application data is encrypted with the first private key by the client electronic device of the customer, and the first public key corresponding to the first private key is also Client management server receives. After the customer management server determines that the application information is complete, the customer management server provides the application information to the service provider server or the business-side electronic device of the business staff, and the customer management server prevents the business-side electronic device from displaying the customer's contact information , But the customer management server allows the business-side electronic device to use it to allow business personnel to communicate and/or send messages with customers.
可選地,客戶管理伺服器更接收服務的廣告資料與服務內容資訊,其中服務內容資訊具有申請條件,以及客戶管理伺服器根據申請條件與多筆客戶資料挑選出多個客戶,以投放廣告資料給挑選出的客戶。 Optionally, the customer management server further receives service advertisement data and service content information, where the service content information has application conditions, and the customer management server selects multiple customers based on the application conditions and multiple customer data to deliver the advertisement data To selected customers.
可選地,客戶管理伺服器蒐集客戶的多筆客戶資料,並比對客戶的多筆客戶資料與申請資料,以判斷申請資料是否齊備無誤。 Optionally, the customer management server collects multiple pieces of customer information of the customer, and compares the multiple pieces of customer information with the application information of the customer to determine whether the application information is complete and correct.
可選地,客戶管理伺服器檢查該申請資料中是否有部分內容缺漏,以判斷申請資料是否齊備無誤。 Optionally, the client management server checks whether there are any omissions in the application materials to determine whether the application materials are complete.
可選地,於客戶管理伺服器判斷申請資料不齊備或錯誤後,客戶管理伺服器透過電話語音伺服器使客服人員或客服機器人伺服器的客服機器人透過客戶管理伺服器聯絡客戶,以使申請資料齊備無誤,其中客戶管理伺服器使客服人員的電子裝置無法顯示客戶的連絡方式,但客戶管理伺服器使客服人員的電子裝置透過其讓客服人員與客戶進行通話與/或傳訊。 Optionally, after the customer management server determines that the application information is incomplete or incorrect, the customer management server uses the telephone voice server to make the customer service staff or the customer service robot of the customer service robot server contact the customer through the customer management server to obtain the application information It is complete, in which the customer management server prevents the electronic device of the customer service staff from displaying the customer's contact method, but the customer management server enables the customer service staff's electronic device to allow the customer service staff to communicate and/or communicate with the customer.
可選地,客戶管理伺服器更儲存客戶簽名的服務合約文件,其中客戶簽名的服務合約文件中的第二機敏資料被客戶端電子裝置的第二私鑰加密,且對應第二私鑰的第二公鑰也被客戶管理伺服器接收。 Optionally, the customer management server further stores a service contract document signed by the customer, wherein the second sensitive data in the service contract document signed by the customer is encrypted by the second private key of the client electronic device, and corresponds to the second private key of the second private key. The second public key is also received by the client management server.
可選地,客戶管理伺服器使業務端電子裝置於業務端電子裝置的顯示畫面遮蔽客戶的聯絡方式。 Optionally, the customer management server enables the display screen of the business-end electronic device on the business-end electronic device to obscure the contact information of the customer.
可選地,客戶管理伺服器使業務端電子裝置於業務端電子裝置的顯示畫面顯示特定聯絡方式,其中業務端電子裝置撥電或傳訊給特定聯絡方式時,客戶管理伺服器用於轉撥或轉傳至特定聯絡方式對應之客戶的聯絡方式。 Optionally, the customer management server causes the business-end electronic device to display a specific contact method on the display screen of the business-end electronic device. When the business-end electronic device calls or sends a message to the specific contact method, the customer management server is used to transfer or Forward to the contact information of the customer corresponding to the specific contact method.
基於本發明要達到的目的與要解決的技術問題的其中一者,本發明實施例提供一種用於促進服務申請的客戶管理方法,其至少包括以下步驟。透過客戶管理伺服器接收客戶申請服務之申請資料,其中申請資料中的第一機敏資料被客戶之客戶端電子裝置以第一私鑰加密,且對應第一私鑰的第一公鑰也被客戶管理伺服器接。於判斷申請資料齊備無誤後,客戶管理伺服器將申請資料提供給服務提供伺服器或業務人員的業務端電子裝置,其中客戶管理伺服器使業務端電子裝置無法顯示客戶的聯絡方式,但客戶管理伺服器使業務端電子裝置透過其讓業務人員與客戶進行通話與/或傳訊。 Based on one of the objective to be achieved by the present invention and the technical problem to be solved, an embodiment of the present invention provides a customer management method for facilitating service applications, which includes at least the following steps. Receive the application data of the customer application service through the customer management server, where the first sensitive data in the application data is encrypted by the customer's client electronic device with the first private key, and the first public key corresponding to the first private key is also used by the customer Management server connection. After judging that the application information is complete, the customer management server provides the application information to the service provider server or the business-end electronic device of the business staff. The customer management server prevents the business-end electronic device from displaying the customer’s contact information, but the customer management The server enables the business-end electronic device to allow business personnel to communicate and/or send messages with customers through it.
可選地,客戶管理伺服器使業務端電子裝置於業務端電子裝置的顯示畫面遮蔽客戶的聯絡方式;或者,客戶管理伺服器使業務端電子裝置於業務端電子裝置的顯示畫面顯示特定聯絡方式,其中業務端電子裝置撥電或傳訊給特定聯絡方式時,客戶管理伺服器用於轉撥或轉傳至特定聯絡方式對應之客戶的聯絡方式。 Optionally, the customer management server makes the display screen of the business-end electronic device on the business-end electronic device obscure the customer's contact information; or, the customer management server makes the business-end electronic device display specific contact information on the display screen of the business-end electronic device , When the electronic device on the business end dials or sends a message to a specific contact method, the customer management server is used to transfer or forward to the contact method of the customer corresponding to the specific contact method.
簡言之,簡單地說,本發明實施例提供之用於促進服務申請的客戶管理系統與方法可以使得服務之廣告資料被投放到符合服務之申請條件或對服務會有興趣的客戶,且可以對客戶申請服務時所填寫之申請資料之部分進行加密,以有效地保護客戶的隱私與個資。再者,即使客戶的隱私與個資被保護,業務人員在看不到客戶之聯絡方式時,仍可透過上述客戶管理系統與方法有效地與客戶通話與/或傳訊。 In short, to put it simply, the customer management system and method for facilitating service application provided by the embodiments of the present invention can enable service advertising materials to be posted to customers who meet the service application conditions or are interested in the service, and can Encrypt the part of the application materials filled in when customers apply for services to effectively protect the privacy and personal information of customers. Furthermore, even if the customer's privacy and personal information are protected, when the business personnel cannot see the customer's contact information, they can still effectively communicate and/or send messages to the customer through the aforementioned customer management system and method.
1:客戶管理系統 1: Customer management system
101:客戶管理伺服器 101: Customer Management Server
102:服務提供伺服器 102: service provision server
103:電話語音伺服器 103: Telephone Voice Server
111~11k:客戶端電子裝置 111~11k: Client electronic device
121~12n:業務端電子裝置 121~12n: Business end electronic device
S201~S209:步驟 S201~S209: steps
3、4:頁面 3, 4: page
5:服務合約文件 5: Service contract documents
圖1是本發明實施例的用於促進服務申請的客戶管理系統的方塊示意圖。 Fig. 1 is a block diagram of a customer management system for facilitating service applications according to an embodiment of the present invention.
圖2是本發明實施例的用於促進服務申請的客戶管理方法的流程示意圖。 Fig. 2 is a schematic flowchart of a customer management method for facilitating service application according to an embodiment of the present invention.
圖3是本發明實施例的用於促進服務申請的客戶管理系統提供給客戶用於申請服務的頁面示意圖。 FIG. 3 is a schematic diagram of a page provided by the customer management system for facilitating service application to customers for applying for services according to an embodiment of the present invention.
圖4是本發明實施例的用於促進服務申請的客戶管理系統提供給業務人員用於管理客戶的頁面示意圖。 Fig. 4 is a schematic diagram of a page provided by the customer management system for facilitating service applications to business personnel for managing customers according to an embodiment of the present invention.
圖5是本發明實施例的用於促進服務申請的客戶管理系統儲存之服務合約文件的示意圖。 FIG. 5 is a schematic diagram of a service contract file stored in a customer management system for facilitating service application according to an embodiment of the present invention.
為充分瞭解本發明之目的、特徵及功效,茲藉由下述具體之實施例,並配合所附之圖式,對本發明做一詳細說明,說明如後。 In order to fully understand the purpose, features and effects of the present invention, the following specific embodiments are used in conjunction with the accompanying drawings to give a detailed description of the present invention. The description is as follows.
本發明實施例提供一種用於促進服務申請的客戶管理系統與方法,所述客戶管理系統至少包括有客戶管理伺服器,且所述客戶管理伺服器用於執行所述客戶管理方法的多數步驟。所述客戶管理伺服器根據已經蒐集到的客戶資料來決定投放服務之廣告資料給符合服務之申請條件或對服務會有興趣的客戶。在客戶透過收到的廣告資料登入於客戶管理伺服器時,所述客戶管理伺服器會提供相關服務的申請頁面給客戶,以讓客戶輸入申請服務所需的申請資料,其中申請資料中屬於隱私與個資的部分(即,機敏資料)會被加密成加密資料, 例如,身份證照片與聯絡方式會透過私鑰加密,而所述客戶管理伺服器會保管公鑰並僅能夠透過公鑰解密,卻無法修改身份證照片與聯絡方式。 The embodiment of the present invention provides a customer management system and method for facilitating service application. The customer management system at least includes a customer management server, and the customer management server is used to execute most steps of the customer management method. The customer management server decides to place service advertisement data to customers who meet the service application conditions or are interested in the service based on the customer information that has been collected. When a customer logs in to the customer management server through the received advertising data, the customer management server will provide the customer with the application page of the related service, so that the customer can enter the application information required for the service application. The application information is private The part related to personal information (ie, sensitive information) will be encrypted into encrypted data, For example, the ID card photo and contact information will be encrypted with a private key, and the client management server will keep the public key and can only decrypt it with the public key, but cannot modify the ID card photo and contact information.
由於申請資料中屬於隱私與個資的部分會被加密成加密資料,因此對於業務人員來說,處理客戶所申請之服務時,並無法直接地看到客戶的身份證照片與聯絡方式。身份證照片的部分僅能由持有公鑰的高階人員來解密與審查,或者,也可以由所述客戶管理伺服器解密後,過圖形辨識技術進行審查。客戶申請服務時,仍可能需要由業務人員針對某些事項與客戶通話與/或傳訊,因此,業務人員雖看不到客戶的聯絡方式,但仍可以透過所述客戶管理伺服器來與客戶通話與/或傳訊。簡單地說,客戶管理系統與方法對業務人員隱藏了客戶的聯絡方式,但又能夠讓業務人員與客戶進行通話與/或傳訊,來協助完成服務的申請。另外,在另一種實施例中,可能無須中介的業務人員,而客戶管理伺服器直接將齊備無誤的申請資料傳送給銷售服務的業者之服務提供伺服器,讓銷售服務的業者直接審核,而進一步地完成服務的申請。 Since the privacy and personal information in the application data will be encrypted into encrypted data, business personnel cannot directly see the customer’s ID photo and contact information when processing the service requested by the customer. The part of the ID card photo can only be decrypted and reviewed by a high-level person holding the public key, or it can be decrypted by the customer management server and reviewed by graphic recognition technology. When a customer applies for a service, the salesperson may still need to talk and/or send messages to the customer for certain matters. Therefore, although the salesperson cannot see the customer's contact information, they can still communicate with the customer through the customer management server And/or subpoena. To put it simply, the customer management system and method hide the contact information of the customer from the business personnel, but can also allow the business personnel to talk and/or send messages to the customer to assist in completing the service application. In addition, in another embodiment, there may be no need for intermediary business personnel, and the customer management server directly sends the complete and correct application data to the service provider server of the sales service provider, so that the sales service provider can directly review it, and further Complete the application for the service.
在說明完本發明實施例之用於促進服務申請的客戶管理系統與方法的概念後,接著,進一步地說明實現的細節。首先,請參照圖1,圖1是本發明實施例的用於促進服務申請的客戶管理系統的方塊示意圖。客戶管理系統1包括客戶管理伺服器101、服務提供伺服器102、電話語音伺服器103、至少一客戶端電子裝置111、112~11k與至少一業務端電子裝置121、122~12n,其中n與k為正整數。另外,在不失一般性的情況下,客戶管理伺服器101、服務提供伺服器102、電話語音伺服器103、至少一客戶端電子裝置111~11k與至少一業務端電子
裝置121~12n的每一者包括多個硬體電路並讀取特定軟體程式碼來進行相應步驟,以協同實現客戶管理系統1。
After explaining the concept of the customer management system and method for facilitating service application according to the embodiment of the present invention, the implementation details will be further explained. First, please refer to FIG. 1, which is a block diagram of a customer management system for facilitating service application according to an embodiment of the present invention. The
服務提供伺服器102、電話語音伺服器103、客戶端電子裝置111、112~11k與業務端電子裝置121、122~12n通訊連結於客戶管理伺服器101,其中通訊連結的方式可以是直接或間接的無線或有線通訊連結方式,客戶端電子裝置111、112~11k係由客戶持有與操作,而業務端電子裝置121、122~12n則由業務人員持有與操作。於本發明實施例中,客戶管理伺服器101、客戶端電子裝置111、112~11k與業務端電子裝置121、122~12n都安裝有對應於客戶管理方法的軟體,其中客戶管理伺服器101為客戶管理系統1中用於執行客戶管理方法的主要元件,亦即,客戶管理系統1至少包括客戶管理伺服器101。
The
銷售服務的業者可以是金融單位,但本發明不以此為限制。客戶管理伺服器101、服務提供伺服器102與電話語音伺服器103可能是由同一個業者或不同業者來佈建。舉例來說,服務提供伺服器102由蒐集與規劃服務之廣告的業者來佈建,電話語音伺服器103則由公關行銷業者來佈建,以及客戶管理伺服器101則是由提供客戶管理方法的業者來佈建。另外,電話語音伺服器103也可以由提供客戶管理方法的業者來佈建,且本發明不以此為限制。
The service provider may be a financial unit, but the present invention is not limited by this. The
於銷售服務的業者為金融單位時,其提供的服務可能包括信貸、房貸、車貸、保險、基金買賣與有價證劵買賣等。服務提供伺服器102則儲存有這些服務的廣告資料與服務內容資訊,其中服務內容資訊更定義了服務的申請條件與服務內容細節。舉例來說,購買車子的車貸需要多少年收入,基金的申購
需要有多少錢的存款可以扣款,以及長照保險的年齡需要大於幾歲等。客戶管理伺服器101可以接收服務提供伺服器102傳送之服務的廣告資料與服務內容資訊。
When the service provider is a financial unit, the services it provides may include credit, mortgage, auto loan, insurance, fund trading, and securities trading. The
客戶管理伺服器101可儲存客戶的客戶資料,或可透過與其通訊連結的其他伺服器(圖未繪示)蒐集客戶資料,故可以透過客戶資料知悉客戶大概的經濟狀況、消費行為、家庭成員與偏好興趣等。因此,客戶管理伺服器101可以根據客戶資料來篩選客戶,並將服務的廣告資料送給符合服務之申請條件或會對服務有興趣的客戶之客戶端電子裝置111(假設客戶端電子裝置111之客戶符合服務之申請條件或會對服務有興趣)。
The
接著客戶在透過客戶端電子裝置111收到廣告資料後,可能會透過廣告資料登入至客戶管理伺服器101,並填寫申請資料,以進行服務的申請。申請資料中可能會有機敏資料,例如,客戶的聯絡方式(電話、地址、通訊軟體帳號與/或電郵)及各類證明文件的照片(例如,身份證照片、年收入證明照片(例如,所得查調單照片)、資產證明照片(例如,房屋權狀照片、存款簿內外頁照片)與任職證明照片(例如,聘書照片)等)。各類證明文件的照片可以被客戶端電子裝置111透過客戶持有的私鑰進行加密,且在加密前,為了減少客戶管理伺服器101所需的儲存容量,以及讓各類證明文件的照片容易被人眼或機械辨識,客戶端電子裝置111會對各類證明文件的照片先調整尺寸與提升對比度後,才進行加密。同樣地,客戶的聯絡方式也會被客戶端電子裝置111以私鑰加密。客戶的聯絡方式與各類證明文件的照片加密所使用的私鑰可以相同,也可以不同,且本發明不以此為限制。
Then, after receiving the advertisement data through the client
加密後的機敏資料會接著被儲存在客戶管理伺服器101中,且相應於私鑰的公鑰會發佈給客戶管理伺服器101,如此,客戶管理伺服器101可以解密出加密後的機敏資料。透過私鑰加密後的機敏資料雖可以被公鑰解密,但是解密後的機敏資料若被竄改,則可以透過驗證的方式來判斷機敏資料被竄改。簡單地說,機敏資料採用了類似數位簽證的方式進行加密,除了可以防止機敏資料被業務人員知悉外,更可以防止他人惡意竄改機敏資料的可能性。
The encrypted smart data will then be stored in the
接著,客戶管理伺服器101在收到申請資料後,會自動地比對申請資料是否齊備無誤(例如,判斷部分重要內容是否有缺少,或者,比對從不同處所獲得的多筆客戶資料與申請資料是否有過多明顯矛盾錯誤之處)。如果客戶管理伺服器101判斷申請資料齊備無誤,則客戶管理伺服器101可以將申請資料傳送給業務人員的業務端電子裝置121(假設由業務端電子裝置121的業務人員來進行協助服務的申請)。如果客戶管理伺服器101判斷申請資料不齊備或有錯誤,則客戶管理伺服器101會傳送申請資料錯誤資訊給電話語音伺服器103。
Then, after the
電話語音伺服器103在收到申請資料錯誤資訊時,會自動地轉知客服人員,以讓客服人員以通話與/或傳訊的方式向客戶要到申請資料中缺少或需要補正的內容。在此請注意,為了避免客戶之聯絡方式洩漏給佈建電話語音伺服器103的業者,客服人員是透過客戶管理伺服器101跟客戶通話與/或傳訊來要到申請資料中缺少或需要補正的內容。例如,客戶管理伺服器101僅是單純地於客服人員的電子裝置的顯示畫面遮蔽客戶的聯絡方式,但客服人員點客戶的選聯絡方式後,即可以跟客戶通話與/或傳訊;或者,客服人員的電子裝置顯示特定電話與/或特定帳號(意即,特定聯絡方式),客服人員播電話與/或傳訊給特
定電話與/或特定帳號,客戶管理伺服器101透過的轉撥與/或轉傳的方式使客服人員跟客戶通話與/或傳訊,其中上述特定電話與/或特定帳號較佳地會隨著時間改變。
When the
另外,在其他實施例中,電話語音伺服器103可以置換為一個客服機器人伺服器,客服機器人伺服器的客服機器人可以透過客戶管理伺服器101跟客戶通話與/或傳訊,以向客戶要到申請資料中缺少或需要補正的內容。再者,為了避免問題客戶,客服人員或客服機器人更可以指示客戶管理伺服器101拒絕服務的申請。舉例來說,客戶補正申請資料的次數超過五次,或者,客服人員或客服機器人在與客戶通話與/或傳訊後,明顯知悉客戶現狀上並無能力申請此服務。
In addition, in other embodiments, the
業務人員無法知悉申請服務之客戶的機敏資料(包括其聯絡方式),但是業務人員可以操作業務端電子裝置121(假設由業務端電子裝置121的業務人員來進行協助服務的申請)透過客戶管理伺服器101跟客戶通話與/或傳訊,以協助完成服務的申請。例如,客戶管理伺服器101僅是單純地於業務端電子裝置121的顯示畫面遮蔽客戶的聯絡方式,但業務人員點選客戶的選聯絡方式後,即可以跟客戶通話與/或傳訊;或者,業務端電子裝置121顯示特定電話與/或特定帳號,業務人員播電話與/傳訊給特定電話與/或特定帳號,客戶管理伺服器101透過的轉撥與/或轉傳的方式使客服人員跟客戶通話與/或傳訊
The business staff cannot know the smart information of the customer applying for the service (including their contact information), but the business staff can operate the business-end electronic device 121 (assuming that the business person of the business-end
另外,在業務人員判斷服務的申請可以送件時,則將申請資料傳送給具有核決權限的高階人員進行審核。在高階人員確認核准後,客戶管理伺服器101可以轉傳服務簽約文件給客戶,客戶在對簽約服務文件進行簽名後,將簽
名的簽約服務文件上傳給客戶管理伺服器101儲存,其中簽約服務文件中的機敏資料會被以私鑰加密,僅有對應私鑰的公鑰才能進行解密。之後,提供服務之單位在確認簽名後的簽約服務文件無誤後,會便會提供相關服務給客戶。
In addition, when the business staff judges that the application for the service can be sent, the application materials are sent to the senior personnel with the right to approve the application for review. After the high-level personnel confirm the approval, the
另外,在其中一個實施例中,客戶管理伺服器101可以直接將完備無誤的客戶資料傳送給銷售服務之業者的服務提供伺服器,而無須中介的業務人員,以節省業務人員的人力成本,即銷售服務之業者自行處理客戶所申請的服務。
In addition, in one of the embodiments, the
請接著參照本發明圖2,圖2是本發明實施例的用於促進服務申請的客戶管理方法的流程示意圖。所述客戶管理方法主要執行於客戶管理伺服器中。首先,在步驟S201中,客戶管理伺服器接收服務銷售業者提供之服務的廣告資料與服務內容資訊。然後,在步驟S202中,客戶管理伺服器根據申請條件與客戶資料挑選出符合申請條件或對服務會有興趣的客戶,並傳送廣告資料給挑選出來的客戶。 Please refer to FIG. 2 of the present invention. FIG. 2 is a schematic flowchart of a customer management method for facilitating service applications according to an embodiment of the present invention. The customer management method is mainly executed in a customer management server. First, in step S201, the customer management server receives the advertisement data and service content information of the service provided by the service seller. Then, in step S202, the customer management server selects, based on the application conditions and customer information, customers who meet the application conditions or are interested in the service, and send advertisement information to the selected customers.
然後,在步驟S203中,客戶管理伺服器接收客戶申請服務的申請資料,其中申請資料中的機敏資料透過客戶端電子裝置使用私鑰進行加密。請一併參照本發明圖3,圖3是本發明實施例的用於促進服務申請的客戶管理系統提供給客戶用於申請服務的頁面示意圖。舉例來說,客戶要申請的服務為房貸申請,且頁面3提供客戶將申請資料輸入,其中輸入資料中的申請人姓名、身份證號、地址、身份證照片、年收入證明照片、資產證明照片與任職證明照片等機敏資料被以私鑰加密後形成加密資料與申請資料中未加密的部分一併被儲存於客戶管理伺服器中。
Then, in step S203, the customer management server receives the application data of the customer applying for the service, wherein the sensitive data in the application data is encrypted by the client electronic device using the private key. Please also refer to FIG. 3 of the present invention. FIG. 3 is a schematic diagram of a page provided by the customer management system for facilitating service application for customers to apply for services according to an embodiment of the present invention. For example, the service that the customer wants to apply for is a mortgage application, and
請回去繼續參照圖2,接著,在步驟S204中,客戶管理伺服器判斷是否申請資料是否齊備無誤,例如,判斷部分重要內容是否有缺少,或者比對從不同處所獲得的多筆客戶資料與申請資料是否有過多明顯矛盾錯誤之處。如果申請資料齊備無誤,則進行步驟S207;如果申請資料未齊備或有錯誤,則進行步驟S205。 Please go back and continue to refer to Figure 2. Next, in step S204, the customer management server determines whether the application information is complete, for example, whether some important content is missing, or compare multiple customer information obtained from different places with the application Whether there are too many obvious contradictions and errors in the information. If the application materials are complete and correct, proceed to step S207; if the application materials are not complete or have errors, proceed to step S205.
在步驟S205中,客戶管理伺服器將申請資料轉送給電話語音伺服器或客服機器人伺服器,以讓客服人員或客服機器人詢問客戶獲得齊備無誤的申請資料。在步驟S206中,客戶管理伺服器判斷是否收到拒絕申請指示。為了避免問題客戶,客服人員或客服機器人更可以指示客戶管理伺服器101拒絕服務的申請。舉例來說,客戶補正申請資料的次數超過五次,或者,客服人員或客服機器人在與客戶通話與/或傳訊後,明顯知悉客戶現狀上並無能力申請此服務,則客服人員或客服機器人透過其電子裝置發出拒絕申請指示給客戶管理伺服器101。如果客戶管理伺服器未收到拒絕申請指示,則進行步驟S204。
In step S205, the customer management server forwards the application data to the telephone voice server or the customer service robot server, so that the customer service staff or the customer service robot can ask the customer to obtain complete and correct application information. In step S206, the client management server determines whether an application rejection instruction is received. In order to avoid problematic customers, the customer service staff or the customer service robot can even instruct the
於申請資料齊備無誤的情況下,在步驟S207中,客戶管理伺服器將申請資料轉送給業務端電子裝置,以進行申請送件。請一併參照本發明圖4,圖4是本發明實施例的用於促進服務申請的客戶管理系統提供給業務人員用於管理客戶的頁面示意圖。頁面4顯示於業務人員的業務端電子裝置,客戶申請的各種服務在申請資料齊備無誤後,仍有一些續行行為得進行,例如,房貸、信貸的對保與申購基金的金額匯款等。業務人員於頁面4無法知悉客戶的姓名、客戶的聯絡方式,於此實施例中,客戶的聯絡方式被遮蔽,但業務人員仍可以點選電話聯絡客戶、傳訊聯絡客戶的功能按鍵來與客戶進行通話或傳
訊,較佳地,業務人員與客戶的傳訊內容,更可以顯示於頁面4的客戶回訊內容之欄位。另外,由於業務人員必須透過客戶管理伺服器來與客戶進行通話與傳訊,因此,業務人員與客戶間的通話記錄與傳訊內容等都可以被客戶管理伺服器記錄與知悉,故可以達到避免業務人員騷擾客戶,以及在客戶與業務人員有糾紛時,可以順利釐清爭議。
In the case that the application materials are complete and correct, in step S207, the client management server forwards the application materials to the electronic device at the business end for application delivery. Please also refer to FIG. 4 of the present invention. FIG. 4 is a schematic diagram of a page provided by the customer management system for facilitating service applications to business personnel for managing customers according to an embodiment of the present invention.
另外,在另一個實施例中,可以無需中介的業務人員,以節省業務人員的成本,且此時步驟S207會修正為,客戶管理伺服器將申請資料傳送給服務銷售的業者之服務提供服務器,以讓服務銷售的業者之人員進行申請送件。 In addition, in another embodiment, there is no need for intermediary business personnel to save the cost of business personnel. At this time, step S207 will be modified to: the customer management server sends the application data to the service provider server of the service sales company. Let the personnel of the service sales company submit the application.
請繼續回到本發明圖2,接著,在步驟S208中,當客戶申請之服務所需的申請資料與行為都齊備無誤後,且提供服務之單位中具有審核權限的高階人員核准了客戶申請之服務後,客戶管理伺服器會轉傳服務簽約文件給客戶的客戶端電子裝置。接著,在步驟S209中,客戶對服務簽約文件進行簽名,並將簽名的服務簽約文件傳送給客戶管理伺服器,其中服務簽約文件的機敏資料會被客戶端電子裝置以私鑰加密,且對應於私鑰的公鑰與加密後的整份服務簽約文件會被傳給客戶管理伺服器儲存。請一併參照本發明圖5,圖5是本發明實施例的用於促進服務申請的客戶管理系統儲存之服務合約文件的示意圖。於客戶管理系統儲存之服務合約文件5中,借款人姓名、其身分證號、聯絡地址與借款人簽名等機敏資料都經過加密,且在業務人員事後查調此客戶簽名的服務合約文件5時,機敏資料的部分會被遮蔽,而無法完整地顯示於業務端電子裝置上。
Please continue back to Figure 2 of the present invention. Then, in step S208, when the application materials and behaviors required for the service requested by the customer are complete, and the high-level personnel with review authority in the service provider approved the customer's application After the service, the customer management server will forward the service contract document to the customer's client electronic device. Next, in step S209, the customer signs the service contract document, and sends the signed service contract document to the customer management server. The sensitive data of the service contract document will be encrypted with the private key by the client electronic device and correspond to The public key of the private key and the encrypted entire service contract document will be transmitted to the customer management server for storage. Please also refer to FIG. 5 of the present invention. FIG. 5 is a schematic diagram of a service contract file stored in a customer management system for facilitating service applications according to an embodiment of the present invention. In the
綜合以上所述,本發明實施例提供一種用於促進服務申請的客戶管理系統及方法,其技術上使用私鑰加密客戶申請服務所填寫的申請資料與簽名的合約服務文件中之機敏資料的部分,故能達到防竄改與保護客戶隱私與個資的效果。再者,於有中介業務人員的情況下,透過不讓業務人員知悉將客戶的聯絡方式但又能讓業務人員與客戶聯絡的作法不但可以讓業務人員協助完成服務的申請,且還可以避免業務人員知悉客戶之聯絡方式,以避免客戶之個資與隱私外洩,以及避免業務人員跳槽後,將客戶的聯絡方式帶至新任職的單位。另外一方面,所述客戶管理系統及方法會自動地檢查客戶的申請資料是否齊備無誤,並且自動地轉知客服人員向客戶要求缺少或錯誤之部分的申請資料,故能減少業務人員審查的時間。除此之外,客戶管理系統及方法具有客戶的客戶資料,故能夠根據服務的申請條件與客戶資料挑選出適合的客戶,來投放服務的廣告資料給適合的客戶。 Based on the above, the embodiment of the present invention provides a customer management system and method for facilitating service application, which technically uses a private key to encrypt the application information filled in by the customer application service and the part of the smart information in the signed contract service document , So it can achieve the effect of preventing tampering and protecting the privacy and personal information of customers. Moreover, in the case of intermediary business personnel, the practice of not letting the business personnel know the customer’s contact method but allowing the business personnel to contact the customer can not only allow the business personnel to assist in completing the service application, but also avoid the business The personnel know the contact information of the customer to avoid the leakage of the customer's personal information and privacy, and to prevent the business staff from hopping and bringing the customer's contact information to the newly appointed unit. On the other hand, the customer management system and method will automatically check whether the customer's application materials are complete and correct, and automatically forward the customer service staff to request the customer for missing or wrong parts of the application materials, so it can reduce the time for business personnel to review . In addition, the customer management system and method have customer information of customers, so suitable customers can be selected according to the application conditions of the service and customer information, and then advertising materials of the service can be delivered to suitable customers.
本發明在上文中已以較佳實施例揭露,然熟習本項技術者應理解的是,上述實施例僅用於描繪本發明,而不應解讀為限制本發明之範圍。應注意的是,舉凡與前述實施例等效之變化與置換,均應設為涵蓋於本發明之範疇內。因此,本發明之保護範圍當以申請專利範圍所界定者為準。 The present invention has been disclosed in preferred embodiments above, but those skilled in the art should understand that the above-mentioned embodiments are only used to describe the present invention and should not be construed as limiting the scope of the present invention. It should be noted that all changes and substitutions equivalent to the foregoing embodiments should be included in the scope of the present invention. Therefore, the protection scope of the present invention should be defined by the scope of the patent application.
1:客戶管理系統 1: Customer management system
101:客戶管理伺服器 101: Customer Management Server
102:服務提供伺服器 102: service provision server
103:電話語音伺服器 103: Telephone Voice Server
111~11k:客戶端電子裝置 111~11k: Client electronic device
121~12n:業務端電子裝置 121~12n: Business end electronic device
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TW200907843A (en) * | 2007-05-07 | 2009-02-16 | Yahoo Inc | Trusted third party clearing house for lead tracking |
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