CN201607768U - Wireless customer relation management system applying RFID (Radio Frequency Identification Devices) technique - Google Patents
Wireless customer relation management system applying RFID (Radio Frequency Identification Devices) technique Download PDFInfo
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- CN201607768U CN201607768U CN201020148054XU CN201020148054U CN201607768U CN 201607768 U CN201607768 U CN 201607768U CN 201020148054X U CN201020148054X U CN 201020148054XU CN 201020148054 U CN201020148054 U CN 201020148054U CN 201607768 U CN201607768 U CN 201607768U
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Abstract
The utility model relates to a wireless customer relation management system applying an RFID (Radio Frequency Identification Devices) technique, comprising a mobile communication terminal having both RFID label and RFID reading functions, a mobile internet Web server, an RFID terminal authentication device, a wireless intranet Web server, a customer data module, a goods item database in accordance with an RFIF organization, a goods inventory database applying the RFID technique, a sales data module, a purchaser and supplier management module, a consumer service module and a management information and decision support module. The wireless customer relation management system realizes the informatization of the whole selling process taking consumers as the center, and is used for monitoring, commanding and scheduling business flows in real time and measuring and estimating process performances; according to sales data and consumer data, the wireless customer relation management system rapidly formulates a new marketing plan and a price strategy, designs marketing and promotion activities and organizes and deploys a new marketing process by applying information analysis so as to conveniently realize the optimization and the automation of commercial activities and be easy to integrate comprehensive consumer services, thus reducing the complexity for merchants to implement and manage various corresponding support systems.
Description
Technical field
The utility model relates to a kind of application Radio Frequency Identification (radio frequency identification, hereinafter to be referred as RFID) the wireless client relation management system of technology and mobile computing technology, belong to Internet of Things mobile e-business and customer relation management field.
Background technology
Customer relation management (being CRM) application mainly is optimization and the robotization for realizing basic commercial activity, is mainly concerned with three basic operation flows: the marketing, sale realize, customer service and support.Wireless CRM is meant by electronic mobile apparatus and wireless device and creates and pay highly personalization and have cost-benefit marketing that sell, service product is transmitted and shared key message.
With the reform and opening-up at the beginning of compare, the variation of matter has taken place in Chinese consumption habit and life style, consumption mode simply having adequate food and clothing is replaced by enjoying type and development-oriented consumption mode, and meanwhile Chinese consumption habit and mode are also permeated to bankcard consumption and ecommerce by original single cash consumption.Mobile phone becomes the first-selection of personal effects in people's daily life, for the mobile e-business widespread use provides realistic foundation, in conjunction with flourish RFID industry, also makes mobile e-business technology and application integrate mutually, becomes inexorable trend.
At present, in the typical mobile e-business system, mobile operator offers a mobile-phone payment account for the user, and the user can carry out teleshopping (doing shopping, pay telephone expenses, water rate, the electricity charge, combustion gas expense and CATV fee etc. as limited internet) by the account, also is remote mobile payment.Simultaneously, mobile phone terminal relies on the RFSIM card, RF (less radio-frequency) module is embedded in the mobile phone intelligent card (SIM), thereby makes SIM card have the function of radio-frequency identification card simultaneously, make mobile phone can and point-of-sale terminal (POS) between carry out the non-contact data exchange.Rely on the mobile communication mobile phone have the RFSIM card, operator mainly is applicable to small amount payment for the user provides on-the-spot off line payment transaction based on the mobile-phone payment main account.It has following limitation:
1, as on-the-spot off line payment terminal, whole mobile phone real work is in the Passive Mode (being the card pattern) of RFID technology, and functional equivalent is in a pre-payment magnetic card, and it is not strong that the consumer drives the power of opening mobile payment service for emerging application demand.
2, when carrying out delivery operation, need give the cashier to mobile phone.There are significant problem in convenience and security.In addition, want to cancel payment transaction, be similar to the problem that the pre-payment magnetic card exists, very dumb.
3, mobile communication should progressively can be assisted the process that participates in whole transaction, consumption, thereby improves trading efficiency, saves exchange hour, is reduced to the cost of being paid of concluding the transaction, and the intellectuality that realizes important process of consumption.Existing mobile e-business system emphasis solves payment problem, can't support the integrated of business procedure higher degree and merge.
4, can not support the optimization and the robotization of basic commercial activity, there is a big difference with realizing the CRM application.
Now how designing crm system in the Internet of Things mobile e-business of RFID technology and mobile communication combining is individual relatively distinct issues, has following obstacle:
1, the consumer needs to use the information mobile phone of businessman to browse, choose and place an order in the shopping of Internet of Things businessman, and affinity and convenience are relatively poor.
2, mobile communication payment mobile phone just exists as payment terminal, disconnects with other process in transaction, the consumption;
3, use relatively with internet B2C, the business procedure integrated level is low.
4, China begins to enter the bankcard consumption epoch, and the consumer uses various cards (bank card, pre-payment Payment Card, member card etc.), and businessman needs the various corresponding systems of constantly investment to support the workflow of remitting account and making out an invoice.
Summary of the invention
Technical problem to be solved in the utility model provides a kind of businessman's marketing, the optimization of selling basic service flow processs such as realization, customer service and support and wireless client relation management system that robotization becomes possible applying RFID technology of making.
The technical scheme that its technical matters that solves the utility model adopts is: a kind of wireless client relation management system of applying RFID technology, create and pay highly personalization and have cost-benefit marketing by mobile communication terminal and wireless device, sell, service product, transmit and shared key message, it is characterized in that: by comprising the mobile communication terminal that has RFID label and RFID read function concurrently, the mobile Internet Web server, the RFID terminal authentication apparatus, wireless in-house network Web server, customer management module is according to the kinds of goods association database of RFID tissue, the kinds of goods inventory database of applying RFID technology, the sales data module, purchase and supply merchant administration module, customer service module and management information and decision support module constitute.
Described sales data module mainly comprises sale database, and storage sales order and payment information because sales data corresponds to concrete consumer, are followed the tracks of consumption habit.
Described Customer Service Information module mainly comprises the Customer Service Information storehouse, is used to store the consumer to the feedback of kinds of goods, the treatment progress of tracking product problem.
Described purchase and supply merchant administration module mainly comprises buying/product demand database.
Described customer management module mainly comprises customer database, storage administration client personal information, historical information record, Role Information, means of payment information, customer evaluation, and customer information is gathered and excavated to this module in conjunction with the business intelligence service.
Adopt after the said structure, system can monitor in real time, commander, dispatching services flow process, metric evaluation process performance; Can be according to sales data, customer data, new marketing program, price strategy are formulated in the exploit information analysis fast, and advertising campaign is sought in design, organizes the content of other database.Thereby, realize the optimization and the robotization of commercial activity.
Using system of the present utility model has the following advantages:
1, the consumer is at businessman StoreFront scene, and efficient is higher when buying some product, comparatively speaking, the more time flower is arranged aspect browsing and choosing; Can save the cost of the businessman's pendulum goods tally and the required payment of settling accounts, promote trading volume.
2, the consumer can be in the mobile environment outside businessman's StoreFront, use the mobile application website browsing of mobile phone by mobile Internet visit businessman, choose and following booking form, making the consumer optimize time utilization becomes possibility, and businessman's StoreFront also can lack the people that much waits in line
3, can deposit several virtual cards simultaneously in a rfid card, as member card, electronic coupons, parking reward voucher and all kinds of electronic bills etc.Relying on wireless crm system that comprehensive customer service is combined becomes possibility, reduces the complexity that businessman integrated and managed various respective support system.
4, system can dynamically set and dispatch the handling capacity of concluding the business every day to a certain extent, utilize shops's resource and tuning logistics structure to greatest extent, like this, just avoid when the peak, stopping a lot of consumers and waited service, improved site make an inventory the every day efficient and the accuracy of work.
5, systematically solved the problem that businessman's marketing data electronization presents and transmits.
6, realized the integrated comprehensively of marketing, sale, service.
7, the consumer can its evaluation of online feedback, and statistics is stored in the kinds of goods association database, reaches the purpose that the marketing enquiry data is gathered.
8, omnidistance informationization is sold in realization customer-centric, for the realization of business intelligence provides the basis.By information analysis to End-Customer whole process, can assist to carry out business decision for businessman provides more accurately data, improve the operation level.
Description of drawings
Fig. 1 is the structure principle chart of the wireless client relation management system of a kind of applying RFID technology of the utility model.
Fig. 2 is the mobile phone RFID verify data stream synoptic diagram of embodiment.
Fig. 3 be embodiment browse electronic article inter-area traffic interarea synoptic diagram.
Fig. 4 is choosing of embodiment and following booking form data stream synoptic diagram.
Fig. 5 is affirmation order and the payment data stream synoptic diagram of embodiment.
Fig. 6 is the payment receiving data stream synoptic diagram of embodiment.
Embodiment
Consulting Fig. 1, is structure principle chart of the present utility model, comprises the mobile communication terminal that has RFID label and RFID read function concurrently, the mobile Internet Web server, the RFID terminal authentication apparatus, wireless in-house network Web server, customer management module, kinds of goods association database according to the RFID tissue, the kinds of goods inventory database of applying RFID technology, sales data module, purchase and supply merchant administration module, customer service module and management information and decision support module.
1, according to the kinds of goods association database of RFID tissue, supports inquiry based on the kinds of goods identification code.The RFID label of mobile phone and kinds of goods sample carries out non-contact data exchange, obtains the kinds of goods identification code, initiates the kinds of goods item number by wireless in-house network Web server and it is investigated inquiry.Kinds of goods association database response kinds of goods marketing message.Thereby, the e-Marketing data (including but not limited to kinds of goods description, pricing information etc.) of kinds of goods item are represented and be pushed to the consumer, then the consumer can preserve easily or transmit them.On the other hand, the kinds of goods association database can be put down in writing the viewed number of times of these kinds of goods, if the management information system of consumer and kinds of goods association database is mutual, because of easy to use, the consumer almost can feed back its evaluation at once, then statistics is stored in the kinds of goods association database, reaches the purpose that the marketing enquiry data is gathered.
2, sales data module mainly comprises sale database, storage sales order and payment information etc.Because sales data corresponds to concrete consumer, follow the tracks of consumption habit.
3, Customer Service Information module mainly comprises the Customer Service Information storehouse, is used to handle service log, consumer to the feedback of kinds of goods, the treatment progress of tracking product problem.
4, purchase and supply merchant administration module mainly comprises buying/product demand database.
5, the kinds of goods inventory database of applying RFID technology is deposited stockpile number and memory location, can support to join the robotization of goods.
6, customer management module mainly comprises customer database, storage administration client personal information, historical information record, Role Information, means of payment information, customer evaluation etc.Customer information is gathered and excavated to this module in conjunction with the business intelligence service.
7, have the mobile communication terminal of RFID label and RFID read function concurrently, be to use the RFSIM card to embed the mobile communication mobile phone of RFID reader and Wireless LAN module simultaneously.Utilize the mobile phone application processor, carry out reading, handle and transmitting of RFID reader information.
8, mobile Internet Web server is the mobile e-business door of businessman, supports the mobile environment of client outside businessman's StoreFront, uses the mobile application website browsing of mobile phone by mobile Internet visit businessman, chooses and following booking form.
9, RFID terminal authentication apparatus is used for the client and carries out terminal (RFID) authentication in conjunction with personal identity number, finishes identity validation and role (such as member) identification.This is provided with mainly is in order to prevent that undelegated RFID from reading, to make the client confirm to allow the mutual of information by input personal identity number (password) simultaneously.
10, wireless in-house network Web server.After the client authenticated by terminal (RFID), mobile phone could rely on the RFID label that reads commodity sample, could use the WLAN (wireless local area network) of businessman to visit kinds of goods item information database (the information-based and transmission of businessman's marketing data), choose and following booking form.The wireless in-house network link-access businessman Web service that cell-phone customer terminal is safe in utilization, Web server provides the Web page to resolve, and the service access data storehouse server by application server, related data is read, computing, storage, after correspondent service logic is handled, Web page information needed is provided, returns client and show.
11, management information and decision support module are interface, management and the Report Subsystem of crm system, and data Schema definition, data analysis, the Business Stream scheduling and monitoring or the like function of other module also are provided.
Said structure is pressed levels such as cell-phone customer terminal or foreground client, Web service, database, service control layer and commercial intelligence service and is realized.
Below in conjunction with accompanying drawing, explain with the form of entity relationship and data stream technology scene to embodiment.
As shown in Figure 2, the consumer uses the Internet of Things mobile e-business system at businessman StoreFront scene as selecting, and need carry out terminal (RFID) authentication when marching into the arena.Through the customer data authentication, finish identity validation and role (such as member) identification.This is provided with and can prevents effectively that undelegated RFID from reading, and makes the client confirm the mutual of License Info by input personal identity number (password) simultaneously.
As shown in Figure 3, finish terminal (RFID) authentication after, mobile phone can rely on the RFID label that reads commodity sample, by the WLAN (wireless local area network) visit kinds of goods item information database of businessman, the consumer carries out browsing of kinds of goods.The consumer can preserve or transmit the e-Marketing data of kinds of goods item easily.On the other hand, the kinds of goods association database can be put down in writing the viewed number of times of these kinds of goods, if the management information system of consumer and kinds of goods association database is mutual, because of easy to use, the consumer almost can feed back its evaluation at once, then statistics is stored in the kinds of goods association database, reaches the purpose that the marketing enquiry data is gathered.Have again,, implement the differentiation management of single product member price easily in conjunction with believable customer data.
As shown in Figure 4, the consumer chooses and during following booking form, by online kinds of goods item and kinds of goods inquiring stock, guarantees the real-time, the validity that place an order.Businessman can make things convenient for accurately and to implement to buy to give sales promotion and combo promotion.
As shown in Figure 5, after the consumer finishes and chooses, use mobile phone and RFID POS terminal (POS) to confirm an order in the exit, shopping area and pay the printing bill.Order and payment affirmation process need input payment cipher (or personal identity number) use with the credit card of this machine of mobile phone RFID label binding and draw account.Businessman joins goods immediately on the backstage.The kinds of goods inventory database of applying RFID technology, the automation process of goods is joined in support.
As shown in Figure 6, the consumer arrives delivery of cargo district and almost waits a moment and can have goods to deliver to hand, consumer's affirmation of receiving.Businessman prepares or starts comprehensive customer service (for example integration, goods return and replacement or the like), also comprises providing electronic coupons, parking reward voucher or the like, calculates by Internet of Things and is integrated.Owing to is that the omnidistance informationization of shopping has been realized at the center with consumer, management information and decision support module can be monitored in real time, commander, dispatching services flow process, metric evaluation process performance; Can be according to sales data, customer data, new marketing program, price strategy are formulated in the exploit information analysis fast, and advertising campaign is sought in design, organizes the content of other database.
The consumer can also be in the mobile environment outside businessman's StoreFront, as shown in Figure 1, uses the mobile application website browsing of mobile phone by mobile Internet visit businessman, chooses and following booking form; After he arrived businessman's StoreFront, finishes terminal (RFID) authentication, businessman prepared to join goods immediately on the backstage so, and the consumer can select to confirm payment or continue to choose; This function makes the consumer optimize time utilization becomes possibility, and businessman's StoreFront also can lack the people that much waits in line.
Another kind of mode, businessman confirms booking form, finishes terminal (RFID) authentication to the doorstep, deliver goods and clearing.
By the mobile application booking form that the website is descended and the on-the-spot booking form that descends of mobile phone access businessman, be compatible.By the method, businessman is easy to the solid shop/brick and mortar store sale is expanded to network selling, expands the marketing channel of oneself largely.
Claims (5)
1. the wireless client relation management system of an applying RFID technology is characterized in that: by comprising the mobile communication terminal, mobile Internet Web server, RFID terminal authentication apparatus, wireless in-house network Web server, the customer management module that have RFID label and RFID read function concurrently, constituting according to the kinds of goods association database of RFID tissue, kinds of goods inventory database, sales data module, purchase and supply merchant administration module, customer service module and management information and the decision support module of applying RFID technology.
2. the wireless client relation management system of applying RFID technology according to claim 1, it is characterized in that: described sales data module mainly comprises sale database, storage sales order and payment information.
3. the wireless client relation management system of applying RFID technology according to claim 1, it is characterized in that: described Customer Service Information module mainly comprises the Customer Service Information storehouse.
4. the wireless client relation management system of applying RFID technology according to claim 1, it is characterized in that: described purchase and supply merchant administration module mainly comprises buying/product demand database.
5. the wireless client relation management system of applying RFID technology according to claim 1, it is characterized in that: described customer management module mainly comprises customer database.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201020148054XU CN201607768U (en) | 2010-04-02 | 2010-04-02 | Wireless customer relation management system applying RFID (Radio Frequency Identification Devices) technique |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201020148054XU CN201607768U (en) | 2010-04-02 | 2010-04-02 | Wireless customer relation management system applying RFID (Radio Frequency Identification Devices) technique |
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| CN201607768U true CN201607768U (en) | 2010-10-13 |
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| CN201020148054XU Expired - Fee Related CN201607768U (en) | 2010-04-02 | 2010-04-02 | Wireless customer relation management system applying RFID (Radio Frequency Identification Devices) technique |
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2010
- 2010-04-02 CN CN201020148054XU patent/CN201607768U/en not_active Expired - Fee Related
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| Date | Code | Title | Description |
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| C14 | Grant of patent or utility model | ||
| GR01 | Patent grant | ||
| DD01 | Delivery of document by public notice |
Addressee: Beijing Netfaith Information Technology Co., Ltd. Document name: Notification to Pay the Fees |
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| DD01 | Delivery of document by public notice |
Addressee: Beijing Netfaith Information Technology Co., Ltd. Document name: Notification of Termination of Patent Right |
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| C17 | Cessation of patent right | ||
| CF01 | Termination of patent right due to non-payment of annual fee |
Granted publication date: 20101013 Termination date: 20120402 |