JP2000293604A - Customer guidance system and customer management system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a customer management system for improving service by operating the unitary management of customer information, and a customer guidance system for guiding a customer to a proper counter based on the customer information. SOLUTION: This customer guidance system is provided with a service support information storing means 22 which stores service support information assigned to each customer, an accepting device 11 which accepts the visit of a customer, and a guiding means 161 which extracts the service support information assigned to the customer who visits a store from the service support storing means 22 based on the acceptance of the accepting device 11, and decides a counter window for guiding the customer based on the service support information.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer management system for improving services by centrally managing customer information and a customer guidance system for guiding customers to an appropriate window based on the customer information and the like. .

[0002]

2. Description of the Related Art For example, in a bank reception service, various reception services such as consultation on loans and financing, consultation on investment trusts, tax payment and transfer are performed at a special window. In this case, in order to efficiently and smoothly guide the customer who came to the store to a window corresponding to the customer's business, a reception machine that allows the customer to input the business is provided, and the type of the business that is input is provided. A customer guiding device that determines a processing order and guides a customer based on the processing order has been proposed (Japanese Patent Laid-Open No. Hei 10-18).
No. 7853).

[0003]

However, the conventional system as described above merely guides the customer based on the business input by the customer who visits the store, so that the service that can be provided to the customer is substantially reduced. There is a problem of being limited. For example, a customer who has come to the withdrawal of a deposit is only guided to a high counter window that performs a withdrawal process, so that even if the customer is a large depositor, sales of investment trusts, etc. Can not do.

[0004] In particular, when the customer visits a branch other than the branch in which he or she is in charge, the customer cannot receive any additional customer services such as the above-mentioned sales, and he / she cannot meet the customer's requirements. Only services could be provided.

[0005] The present invention has been made based on the above-mentioned circumstances, and a customer management system for improving services by centrally managing customer information and an appropriate window for customers based on the customer information and the like. The purpose of the present invention is to provide a customer guidance system for guiding to a customer.

[0006]

According to the present invention, the following means have been taken in order to solve the above-mentioned problems.

[0007] The customer guidance system of the present invention is a service support information storage means for storing service support information assigned to each customer, a reception device for receiving customer visits, and a customer visit based on the reception of the reception device. Service support information assigned to the customer is taken out from the service support storage means, and guidance means for determining a counter window for guiding the customer based on the service support information is provided. Since the service support information storage means is provided and the customer is guided based on the service support information stored in the service support information storage means, it is possible to present a product that meets the needs of the customer. As a result, the service is improved. Preferred embodiments of the customer guidance system of the present invention are as follows.

(1) The service support information includes transaction attributes of individual customers. Since the quantitative information is included in the service support information, the contents of the service support can be represented by numbers.

(2) The service support information includes presentation information of a product for each customer. Since the information of the presented product is included in the service support information, the content of the service support becomes clear.

(3) The guiding means determines at least one counter window for guiding the customer based on the service support information, and additionally sets the customer at a predetermined counter window based on the customer's visiting requirements. Decide and guide. By deciding the customer based on the service information and the business visit requirements, a more detailed service can be provided for each customer.

(4) There is further provided a service support information setting / updating means for setting / updating the service support information stored in the service support information storage means. Since the service support information can be updated as appropriate, it is possible to flexibly respond to the social situation of the service support information and changes in customer needs.

(5) The guiding means guides the customer to a specific one of a plurality of windows based on the service support information. By determining the customer for the contact based on the service information, a detailed service can be provided for each customer.

(6) When the guide means determines a window for guiding the customer, the reception device issues a reception slip describing the window. By issuing the reception slip, the customer can be surely guided to the counter.

(7) The accepting device accepts the business of the customer who has visited the store, and the guiding means determines a window for guiding the customer based on the business of the customer in addition to the service support information. By taking into account customer requirements,
Customer contact decisions can be made more appropriate.

(8) The accepting device accepts a storage medium storing customer data, and the guiding means takes out the service support information based on the customer data stored in the storage medium, and based on the service support information, To determine the window that guides you. For example, the customer who came to the store can be specified using a cash card, a passbook, or the like that the customer has.

(9) A terminal for displaying the customer information and the service support information is further provided. Since the customer information call service support information can be confirmed at the terminal, it is possible to provide an effective service without omission.

(10) The terminal has a first terminal for displaying the customer information and a second terminal for displaying the visit status of the plurality of stores at the store. Since the store visit status can be ascertained, when the store is crowded, measures for alleviating or eliminating the congestion can be taken promptly, thereby preventing a decrease in service.

(12) A central control unit is further provided for outputting the service support information to the guidance means for each guidance means based on the access of the plurality of guidance means.
Providing a central control device that accepts a plurality of guides makes it possible to optimize the guide window.

Further, the customer management system of the present invention is provided with customer information storage means for collectively storing predetermined customer information in a plurality of stores;
A reception device for receiving visit information of a customer who has visited a store, and a terminal arranged at each of the plurality of stores and displaying customer information obtained by searching the customer information storage means based on the visit information. It is characterized by having.
Since the customer information is centrally managed by the customer information storage means, the duplicated customer data is not distributed and managed, and the construction and operation of the efficient and complete customer database is possible. Further, since the contents of one customer information storage unit can be confirmed at a plurality of stores, the same service can be provided to the same customer at any store. In other words, there is no difference in service quality between stores, and overall service can be improved.

A preferred embodiment of the above customer management system is as follows.

(1) The information processing apparatus further includes service support information storage means for storing service support information including a product presentation service based on the customer information, and the receiving device is in charge of the service determined in further consideration of the service support information. The terminal issues a reception slip describing the contact, and the terminal further displays the service support information. Since customer management can be performed in consideration of service support information, detailed services can be provided for each customer.

(2) Information based on the customer information and the service support information is added to the customer information storage means as new customer information. It is easy to operate and can build a flexible system.

(3) The terminal has a first terminal for displaying the customer information and a second terminal for displaying the visit status of the plurality of stores. The customer information for which the reception has been completed is received by the terminal in the store (the terminal for the counter and the terminal for the manager), and the purpose of the customer's visit to the store can be known in advance, so that smooth processing can be performed. In addition, service support information for each customer is also displayed on the terminal, and a product can be presented based on the service support information, so that service to the customer is improved.
Further, since it is possible to confirm what kind of customer is coming to the store with a terminal device (particularly, an administrator terminal device), it is possible to improve services such as eliminating congestion for customers waiting for the counter.

Further, by adopting the customer management system as described above, it is possible to process a plurality of business items all at one window, so that the service is improved.

[0025]

Embodiments of the present invention will be described with reference to the drawings. FIG. 1 is a diagram showing a schematic configuration of a customer management and guidance system according to an embodiment of the present invention. The customer management / guidance system according to the present embodiment is configured as follows.

A plurality of branches (or offices, hereinafter referred to as “stores”) 10 are respectively provided with a reception machine 11, a contact terminal 12, a manager terminal 13, and a whole of them. A control unit 16 is arranged and interconnected by a data bus (or a communication line or other data communication means). The control unit 16
Is provided with a customer guiding unit 161,
Guides the customer according to the service support information and the business information described in detail later. In addition, in FIG.
Although the TM and the like are of course connected to the control unit 16, the illustration and detailed description in the present specification are omitted here, since it is limited to merely collecting customer information.

The customer guidance management system of the present invention further comprises:
A central control device 20 for managing a plurality of stores 10, a customer information storage unit 21, a service support information storage unit 22, and a service support information setting update unit 23 are provided. In addition, the central controller 20 is also connected to the external terminal 30 by, for example, a communication line or a bus for collecting customer information and information for updating service support information. ing.

Each branch 10 and the central control unit 20 are connected, for example, by a communication line, but may be a system in a limited area connected by a bus or the like.
In the following description, although not particularly mentioned, this system is basically constructed by a LAN (Local Area Network), but if security is secured, a WAN (Wide Area Network) or the Internet The communication may be performed by the connection according to.

The basic operation of each unit configured as described above will be described.

When the customer arrives at the store, the reception machine 11 arranged in each store 10 inserts, for example, a cash card, a passbook, etc., which can identify the customer, reads the customer's visit information, and details will be described later. After the procedure, a receipt is issued.

The contact terminal 12 and the administrator terminal 13
Is displayed on the basis of the input of the accepting device 11 described above.

The central controller 20 exchanges data between the stores 10 and between the storage units 21 and 22, and controls the entire system.

The customer information storage unit 21 is provided with all customer data in, for example, a table format, and is provided with information such as, for example, a deposit balance, the number of transactions (transaction history), and age for each customer.

The service support information storage unit 22 stores, for example,
This is a storage unit for setting presented products according to the age of the customer. By linking the service support information storage unit 22 and the customer information storage unit 21, it is possible to provide detailed services for each customer as described later. become.

Service support information storage section setting update section 23
For example, the service support information is set when a new product comes to the market, or the service support information is updated when the evaluation or the need for the product changes due to a market survey.

The external terminal 30 is, for example, an external device such as a call center connected to the present system or an information terminal 15 for telephone banking connected to the Internet. Although it includes devices and the like, this specification does not consider any use other than the collection of customer data, and thus will not be particularly described hereafter.

The operation of the customer management and guidance system according to the present invention configured as described above will be described. This system is effective only when a customer visits a manned store 10 (for example, excludes an unmanned store in which only an ATM is installed. Hereinafter, a store is referred to as a manned store). A description will be given assuming such a case.

First, when a customer visits the store 10, a screen as shown in FIG. 2 is displayed on the accepting machine 11 in order to acquire customer data entered, and for example, a cash card or passbook is inserted. To prompt the customer. In this case, for a corporate customer, a predetermined button is pressed to shift to a message input screen. In the case of a new customer, since the customer does not have a cash card or the like for identifying the customer, a predetermined button is pressed to shift to a message input screen. Next, in the case of a customer who has a deposit account or the like in any of the stores targeted by the present invention, there is an instruction to insert a cash card or the like that can identify the customer into the accepting machine 11. So insert a cash card etc. accordingly. Here, a case where a cash card or a passbook is inserted into the accepting machine 11 is described as an example, but any type may be used as long as it can identify a customer.

Next, the screen shifts to a message selection screen as shown in FIG. 3, and a button corresponding to the displayed message is selected. At this time, a plurality of messages can be selected instead of a single message. For example, withdrawal of a savings account and payment of a utility bill can be simultaneously selected. When the message selection is completed, the message is confirmed by pressing the confirmation button. If the selection is incorrect, re-enter by pressing the correct button. When the input of the message is completed, the visit information of the customer (including the message information) is transmitted to the central control device 20. Based on the visit information, the central control unit 20 searches for customer data in the customer information storage unit 21 and transmits the result to the accepting device 11, the teller terminal 12, and the manager terminal 13. . Reception machine 11
Determines the contact person in charge according to, for example, the criteria described later. Then, a screen as shown in FIG. 4 is displayed, and a reception slip indicating the reception number and the contact person in charge is issued.

Here, before explaining the processing for determining the responsible contact in the reception machine 11, the outline contents of the customer information storage unit 21 and the service support information storage unit 22 will be described. For example, in the customer segment, two types of customers are assumed: a customer having a deposit amount equal to or greater than a predetermined value (hereinafter referred to as “customer 1”) and a customer having a deposit amount equal to or less than the predetermined amount (hereinafter referred to as “customer 2”). I do. Here, the service support information storage unit 22
For example, it is assumed that service support information is given in a predetermined table with recommended products corresponding to the amount of deposit, age, and the like as recommended products. The customer information storage unit 2
1 stores predetermined customer information such as deposit amount, age, transaction history, and the like. Based on the customer information and the service support information, the central controller 20 determines whether or not there is a recommended product. Based on the determination result, a predetermined flag is set for each product, and the flag is set. The data is stored as customer data in the customer information storage unit 21 in advance. This flag may be represented by the number of ☆. FIG. 5 shows an example of the contents of the customer information storage unit 21. This content is basically displayed on the contact terminal 12. In addition, since it is necessary to smoothly operate the store, the manager terminal 13 basically displays information for assisting the customer in visiting the store and operating the store.

Based on the customer information storage unit 21, the accepting machine 11 determines that there is a recommended product, taking into account the transaction attributes like the customer 1 based on the customer data, as shown in FIG. (In Fig. 6, ☆ 2 or more)
For example, since there is a high possibility of a contract being made, the window 1 is determined. Also, considering the transaction attributes like customer 2, if it is judged that there is a high possibility that speedy processing is desired rather than recommending products at present (in FIG. 6, ☆ 1 case), a new account Except for the establishment of the office, etc., it will be decided to the counters 2 and 3. In addition, the contact person in charge is determined to be the contact person of the investment trust booth or the like according to the requirements. Then, a reception slip is issued so as to be accepted at the determined contact.

As shown in FIG. 7, the customer information of the customer whose reception has been completed is received by the information terminal 15 (the counter information terminal 15 and the manager terminal 13) in the store 10.
On the basis of the customer information, for example, the customer's purpose of visiting the store can be known in advance in the item of “business of the day”, so that smooth processing can be performed. As shown in FIG. 7, in addition to history information such as customer attribute information and complaint information, the information terminal 15 also displays customer-specific service support information based on the history information. Based on the support information, it can provide services such as product presentation,
Thereby, the service to the customer is improved.

Since the information terminal 15 (particularly, the administrator terminal 13) can confirm what kind of customer is currently visiting the store, countermeasures such as easing or eliminating congestion for customers waiting for the counter are taken. As a result, leading to improved services. In addition, since a plurality of items are all processed at one window, there is no need to change the window according to the items, leading to an improvement in service.

In the present invention, all customer information is stored in one customer information storage unit 21 for a plurality of stores 10, so in addition to the above-described effects for each store 10, the following is also possible. Has an effect. That is, since the customer information is centrally managed, the duplicated customer data is not distributed and managed, and the customer information storage unit 2 is efficient and complete.
1 can be constructed and operated. Further, since the contents of one customer information storage unit 21 can be similarly confirmed at each store 10, the same service can be provided to the same customer at any store 10. In other words, there is no difference in the quality of service between the stores 10 for customers, and overall service can be improved.

In the above embodiment, a display example of the screen on the terminal 15 has been described, but the display may be of any display method or display content as long as desired customer information can be obtained. Further, in the above embodiment, although not particularly specified, it is preferable that the display method and the display content can be easily changed according to the usability. Such a change is configured such that the operator of the terminal can easily change the change.

Further, it is preferable that the display of the reception device is configured to be easily changeable based on a change in the social situation and the like, similarly to the terminal device.

In the above embodiment, the customer guidance unit 161 is described as a part of the function of the control unit 16, but the present invention is not limited to this, and the reception machine 11 may have the function. In addition, the present invention can be implemented in any configuration as long as the above embodiment is operable. Also, the connection between the devices may be an intranet constructed mainly by a LAN as described above, or if a security problem is solved, an open communication network (for example, the Internet) It may be.

Further, in the above-described embodiment, all the constituent elements have been collectively described in order to explain the overall structure of the present invention. However, the present invention is not limited to this. The invention is valid. For example, even if a common (shared) customer database is installed among a plurality of stores and customer data between the plurality of stores is managed in a unified manner, there is a great service improvement that eliminates a difference between stores with respect to a predetermined customer service. Can be expected. Further, even using only the service support information in the service support information storage unit contributes to a great improvement in service that can meet potential needs of customers.

The present invention is not limited to the above embodiments of the present invention, and can be, of course, carried out in various modifications without departing from the spirit of the present invention.

[0050]

According to the present invention, the following effects can be obtained.

According to the customer guidance system of the present invention, the service support information storage means is provided, and the customer is guided based on the service support information stored in the service support information storage means. Products that meet the needs of the above can be presented, and as a result, the service is improved. In addition, since the deposit information is included in the service support information, the service support can be quantitatively managed. Further, since the service support information includes the information of the presented product, the contents of the service support become clear.

According to the customer management system of the present invention, the customer information is centrally managed by the customer information storage means, so that the duplicated customer data is not managed in a distributed manner, and the efficiency is improved. In addition, the construction and operation of a complete customer database is possible. Further, since the contents of one customer information storage unit can be confirmed at a plurality of stores, the same service can be provided to the same customer at any store. In other words, there is no difference in service quality between stores, and overall service can be improved.

[Brief description of the drawings]

FIG. 1 is a diagram showing a schematic configuration of a customer management and guidance system according to an embodiment of the present invention.

FIG. 2 is a view showing a display example of a store visit reception screen.

FIG. 3 is a diagram showing a display example of a message reception screen.

FIG. 4 is a diagram showing a display example of a reception slip delivery screen.

FIG. 5 is a diagram showing an example of contents of a customer information storage unit 21;

FIG. 6 is a diagram showing a flow of determining a contact person in charge based on service support information and task information.

FIG. 7 is a view showing an example of information displayed on the information terminal 15;

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 10 ... store (branch or each branch office), 11 ... reception machine, 12 ... window terminal, 13 ... manager terminal, 15 ... information terminal, 16 ... control part, 161 ... customer guidance part, 20 ... Central control unit, 21: customer information storage unit, 22: service support information storage unit, 23: service support information setting update unit, 30: external terminal

 ──────────────────────────────────────────────────続 き Continued on the front page F term (reference) 3E040 BA20 CA20 EA10 5B049 AA05 BB46 CC01 CC39 DD04 EE05 EE23 FF02 FF03 FF04 GG04 GG07 5B055 BB03 CA02 CA05 CB01 CB03 CB12 CC10 EE03 EE04 PA EE19 KK19 KK01 JJ72 KK58

Claims (11)

[Claims] A service support information storage unit for storing service support information assigned to each customer; a reception device for receiving a customer visit; and a reception device assigned to the customer who has visited the store based on the reception of the reception device. A customer guidance system comprising: a service assistance information extracted from the service assistance storage means; and a guidance means for determining a counter window for guiding the customer based on the service assistance information. 2. The customer guidance system according to claim 1, wherein the service support information includes transaction attributes of each customer. 3. The customer guidance system according to claim 1, wherein the service support information includes information for presenting a product to each customer. 4. The customer guidance system according to claim 1, wherein the guidance means determines at least one counter window for guiding the customer based on the service support information, and further, based on a customer visiting requirement. A customer counter at a predetermined counter window to guide the customer. 5. The customer guidance system according to claim 1, wherein the guidance means guides the customer to a specific one of a plurality of windows based on the service support information. . 6. The customer guiding system according to claim 1, wherein the reception device issues a reception slip describing the window when the window for guiding the customer is determined by the guiding unit. Characterized customer guidance system. 7. The customer guidance system according to claim 1, wherein the reception device receives a storage medium storing customer data, and the guidance unit performs the service support based on the customer data stored in the storage medium. A customer guidance system that extracts information and determines a window for guiding customers based on the information. 8. The customer guidance system according to claim 1, further comprising a central control unit for outputting the service support information to the guidance means for each guidance means based on access of the plurality of guidance means. A customer guidance system. 9. A customer information storage means for collectively storing predetermined customer information at a plurality of stores, a reception device arranged at each of the plurality of stores and receiving information on a visit of a customer who came to the store, And a terminal for displaying customer information obtained by searching the customer information storage means based on the visit information. 10. The customer management system according to claim 9, further comprising: service support information storage means for storing service support information including a product presentation service based on the customer information; The customer management system issues a reception slip in which a contact person determined in consideration of the above is further described, and the terminal further displays the service support information. 11. The customer management system according to claim 10, wherein information based on said customer information and said service support information is added to said customer information storage means as new customer information. system.