JP2002230267A - Method of providing member service, server unit, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a member service providing method, a server unit, and a program that enhance the business efficiency, and enhance customer satisfaction. SOLUTION: A commodity is lent to a customer, and a member is registered in a server 100 to make information about the customer correspond to the lent commodity when lent. The customer operates a user terminal 300 to access an Web site provided by the server 100 via the Internet 200. The server 100 acquires commodity information which the accessing customer has, based on the registered member information, and selects a recommending commodity based on the information. The server 100 prepares an Web page containing information of the selected commodity to be transmitted to the user terminal 300 of the member via the Internet 200.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a member service providing method, a server device, and a program, and more particularly, to a member service providing method, a server device, and a method for effectively acquiring information about a customer and reflecting the information on the provided service. And about the program.

[0002]

2. Description of the Related Art With the rapid spread of the Internet, there is an increasing demand for goods providing services including consulting in order to purchase equipment that can be connected to the Internet and to make it possible to connect owned equipment to the Internet.

For example, when an information processing device such as a personal computer is used as an Internet terminal,
The setting method and required devices differ depending on the usage environment. For this reason, in the consulting business for setting up an Internet connection environment, a person in charge conventionally had to go to the customer and closely examine the usage environment of the customer, which required time and labor.

[0004] In the field of so-called IT (Information Technology) such as the Internet,
As new methods and new models appear one after another, it is difficult for salespeople to respond effectively to such changes in the environment and to effectively conduct sales activities as in the past, Have difficulty.

[0005]

SUMMARY OF THE INVENTION The present invention has been made in view of the above-mentioned circumstances, and by efficiently acquiring information on products used by customers and reflecting the obtained information in sales proposals, the operating efficiency and It is an object to provide a member service providing method, a server device, and a program for improving customer satisfaction.

[0006]

In order to achieve the above object, a member service providing method according to a first aspect of the present invention registers information relating to a product lent to a customer and information relating to the customer in association with each other. By doing so, a member registration step of registering the customer as a member, a product information storage step of storing information on sales products, and analyzing the information registered in the member registration step, selecting a product recommended for the member,
Providing a recommended product selecting step of obtaining information on the product from the sales product information stored in the product information storing step, and providing the member with information of the sales product obtained in the recommended product selecting step via the communication network; And providing an information providing step.

According to such a configuration, a predetermined product is lent to a customer, and, for example, customer information obtained at the time of rent is registered in association with the lent product. When a member accesses information such as a website via a communication network, information about the member (for example, information on owned products and information indicating a use environment) is analyzed, and, for example, the product and the use environment of the member are analyzed. Select recommended products, such as alternative products, high-end products, consumables, and options, according to. The selected recommended product is transmitted to the terminal of the member, for example, is presented on a web page, so that an effective sales operation can be performed according to the usage environment of the customer.

In the member service providing method, an order is received from the member via the communication network for a product corresponding to the information on the sales product provided in the information providing step, and the information on the ordered product is stored in the member registration step. It is desirable to further include a commodity order receiving step of registering the information in association with the information on the member registered in the above.

According to such a configuration, for example, when an order is received through a website, the information of the ordered product is added to the customer information. Therefore, the next time the website is accessed, the order including the ordered product is included. Product proposals can be made according to the usage environment.

[0010] In the member service providing method, information related to the rented item is collected from the member via the communication network, and the collected information is associated with information related to the member registered in the member registration step. It is desirable to further include an information collecting step for registration.

According to such a configuration, the latest use environment information of the customer can be obtained by, for example, conducting a questionnaire through a website, and a product proposal can be made in accordance with the latest use environment information.

In order to achieve the above object, a server device according to a second aspect of the present invention registers a connection unit connected to a communication network, information on articles lent to a customer, and information on the customer in association with each other. By doing so, a customer information registration unit for registering as customer information, a product information storage unit for storing product information, and information registered in the customer information registration unit are analyzed to select a product recommended for the customer. And
A recommended product selection unit that obtains the information of the selected product from the product information stored in the product information storage unit, and the product information obtained by the recommended product selection unit to the customer via the communication network. And an information providing unit to be provided.

[0013] In the server device, an order corresponding to the information indicating the recommended item provided by the information providing unit is received from the customer via the communication network, and the information of the ordered item is stored in the customer information registration unit. It is preferable to further include a product order receiving unit for registering the product in association with the information on the customer registered in the product.

In the server device, information related to the rented article is collected from the customer via the communication network, and the collected information is associated with information about the customer registered in the customer information registration unit. It is desirable to further include an information collecting unit for registration.

[0015] In order to achieve the above object, a program according to a third aspect of the present invention is a program for associating a computer with a connection means for connecting to a communication network, information on items lent to a customer, and information on the customer. By registering, the customer information registration means to register as customer information, controlling the connection means, from the customer registered in the customer information registration means, receives information via the communication network, the received information Receiving means for registering information relating to the customer registered in the customer information registering means, merchandise information accumulating means for accumulating information on sales merchandise, analyzing information registered in the customer information registering means, To select a recommended product, the recommended product selecting means to obtain the information of the selected product from the product information storage means, controlling the connection means, The information including the information of the commodity serial recommended item selecting means is acquired, characterized in that to function as the information providing means, for providing to the customer through the communication network.

[0016]

Embodiments of the present invention will be described with reference to the drawings.

FIG. 1 is a diagram showing a configuration of a member service providing system according to an embodiment of the present invention. As illustrated, the member service providing system 1 includes a server 100,
Communication network 200, user terminals 300-1 to 30
0-n.

The server 100 is configured by a computer such as a mainframe or a workstation operated by a merchandise seller.
0, a website including information such as product information is provided to the user terminal 300. The detailed configuration of the server 100 will be described later with reference to FIG. In the present embodiment, a case where an information device seller is used as a product seller will be described as an example. In addition, the information equipment seller lends a product (information equipment) to the customer. In the present embodiment, the information equipment seller lends the user terminal 300 for connecting to the website provided by the server 100 to the customer. An example is described.

The communication network 200 is, for example, the Internet, and connects the server 100 and the user terminal 300 to each other. In the present embodiment, the Internet is adopted as the communication network 200, and the Internet 200 will be described below.

The user terminal 300 is composed of a general-purpose computer such as a personal computer having a control unit, a storage unit, a display unit, and the like. For example, a communication device such as a modem or TA (Terminal Adapter) is used. , So that it can be connected to the Internet 200. A program for browsing a web page provided via the Internet 200 is installed in a storage unit of the user terminal 300, and a CPU (Central Processing Unit: Central Processing Unit) of the user terminal 300 executes the program. Thus, a web page is received and displayed on a display unit so as to be browsed.

Next, the configuration of the server 100 will be described with reference to FIG. FIG. 2 is a block diagram illustrating a configuration of the server 100.

As shown in FIG. 2, the server 100 includes a control unit 110, a rental product information database 120, a member information database 130, a product information database 140, a web server 150, an information collection server 160, and a communication unit 170. Have been.

The control unit 110 has a CPU (Central Process
ng Unit: a central processing unit), and executes an operation program stored in a memory (not shown) in advance to control each unit of the server 100, thereby executing processing described later.

The loaned product information database 120 is composed of a rewritable storage device such as a hard disk device, and associates information indicating a product lent to a customer by a product seller with information indicating the customer ( Less than,
(Referred to as “rented product information”). In FIG. 3A,
2 shows an example of loan product information stored in the loan product information database 120.

As shown in the figure, the rental product information database 120 contains information (such as a model number) indicating the lent product,
Customer identification information (user ID) indicating a lent customer, specification information indicating details of the product, information indicating a related product (for example, an attached peripheral device) accompanying the product is recorded.

The member information database 130 is composed of, for example, a rewritable storage device such as a hard disk device, and stores information (hereinafter, referred to as “customer information”) on customers who lent goods. FIG. 3B shows an example of customer information stored in the member information database 130.

As shown, the member information database 1
Reference numeral 30 denotes a user ID assigned to the customer at the time of lending a product, an arbitrary password required when logging in to a website provided by the server 100, a customer name, an e-mail address, and information indicating a product owned by the customer. Information indicating recommended products to be presented at the next access, and contact information such as a telephone number and an address are registered. It is assumed that customer information (excluding recommended product information) registered in the member information database 130 is registered, for example, by a sales representative of a product seller when renting a product.

The product information database 140 is composed of a rewritable storage device such as a hard disk device, and stores information on products sold on a website provided by the server 100 (hereinafter, referred to as “product information”). I do. FIG. 3C shows an example of product information stored in the product information database 140.

As shown, the product information database 1
Registered in 40 are category information indicating the category of the product, identification information (such as a model number) indicating the product, specification information indicating details of the product, and related information such as the operating environment of the product.

The web server 150 is composed of a server device having a control unit, a storage unit, and the like (not shown), and creates and stores web pages indicating various information. In the web server 150, the storage unit stores a program for creating a web page, and the control unit executes the program to create and update the web page.

The information collection server 160 includes a server device having a control unit, a storage unit, and the like (not shown). The information collection server 160 processes information received from the user terminal 300 and cooperates with the web server 150 to transmit information from the user terminal 300. This is a server device for creating a web page or e-mail for collecting information and transmitting it to the user terminal 300.

The communication unit 170 is, for example, a router or a TA.
(Terminal Adapter) and connects the server 100 to the Internet 200. The communication unit 170 accepts access from the user terminal 300, and transmits data indicating a web page held in the web server 150 and an e-mail created by the information collection server 160 to the user terminal 300.

Next, the operation of the member service providing system 1 according to the present embodiment will be described with reference to the flowchart of FIG. The website provided by server 100 of the present embodiment is a membership-based website where only members registered in member information database 130 can receive various services. The operation by the server 100 is realized by the control unit 110 executing an operation program stored in the memory in advance.

First, the member operates the user terminal 300 (in this case, the lent terminal) to access a website provided by the server 100 (step S101:
Yes), the control unit 110 of the server 100 controls the web server 150, acquires a login page as shown in FIG. 5A, controls the communication unit 170, and transmits the login page to the user terminal 300 that has accessed. (Step S10
2).

In the user terminal 300, the login page received from the server 100 is displayed on the display. FIG.
As shown in (a), the login page contains the user ID
A text box for inputting a password and a password is arranged, and the input user ID and password are transmitted to the server 100 by selecting a “send” button.

In the server 100, the control unit 110 accesses the member information database 130 and
It is determined whether or not the combination of the user ID and the password received from is present. If there is a combination, it is regarded as a registered member and login is permitted (step S103: Yes). On the other hand, if there is no combination, the processing is regarded as not a registered member and the processing is terminated (step S103: No).

When login is permitted, the control unit 110
Accesses the member information database 130 and determines whether or not the recommended product information is registered in the record corresponding to the user ID of the member (step S104).

The recommended product information registered here is information indicating recommended products to be presented to the member at the time of access, and the following recommended product selection processing (steps S105 to S105)
106) Alternatively, information indicating recommended products selected in the automatic information collection / update process described later is registered.

In the recommended product selection process, step S103
Based on the user ID obtained at the time of login in step (1), the control unit 110 obtains the product information of the member from the member information database 130 (step S105). Here, the owned product information includes the lent product. Further, not only products sold by the product seller but also products related to the lent product are registered. For example, when the lent product is a terminal such as a personal computer, peripheral devices connectable to the terminal, software products (programs) operating on the terminal, and the like are registered. The possessed product information is registered by the sales person at the time of lending the product, and is updated as needed by a product order receiving process and an automatic information collection / update process described later.

The control unit 110 analyzes the owned merchandise information acquired in step S105, and acquires information on merchandise recommended for the member from the merchandise information database 140 (step S106). Here, for example, a member connecting to the Internet using an analog modem is provided with a TA (Terminal Adapter) for connecting to a digital line.
To recommend a high-speed communication environment using digital lines, and recommend consumable parts (paper, ink cartridges, etc.) for the printer to members who own the printer.
Such analysis is performed.

The control unit 110 controls the member information database 13
0, and registers the recommended product information acquired from the product information database 140 in step S106 in the recommended product information entry of the member record (step S106).
107).

The control section 110 further performs step S106.
5 is passed to the web server 150, and the user is instructed to create a web page including the product information in a predetermined format (layout) as shown in FIG. 5B. Also, by controlling the communication unit 170,
The data indicating the created web page is transmitted to the user terminal 300 (step S108).

On the other hand, if it is determined in step S104 that the recommended product information has already been registered in the member information database 130 (step S104: No), the web page creation / transmission process in step S108 is executed.

Next, a commodity order receiving process in the member service providing system 1 will be described with reference to a flowchart of FIG.

As shown in FIG. 5B, a “purchase” button for instructing the purchase of the product is arranged near the recommended product information shown on the web page transmitted to the logged-in member. By selecting the “purchase” button, information specifying the product and information requesting a purchase process of the product are transmitted to the server 100. Here, it is also possible to purchase the lent product. In this case, as shown in the lower part of FIG. 5B, information linking to a page for purchasing a loaned product is arranged, and information requesting a purchase process of the loaned product can be transmitted from the page. .

When the server 100 receives the information associated with the selection of the "purchase" button from the user terminal 300 (step S201: Yes), a predetermined order / order processing is performed under the control of the control unit 110 (step S202). .
Here, processing such as notifying the received information of the purchase target product to the product management department or the shipping department is performed.

The control unit 110 further accesses the member information database 130 and adds information on the ordered goods to the member's owned goods information entry (step S2).
03), end the processing.

Since the information of the purchased product is registered in the member information database 130, at the next access, the possessed product including the purchased product is analyzed to select a recommended product.

Next, the automatic information collecting / updating process according to this embodiment will be described with reference to the flowchart of FIG. This automatic information collection / update processing is performed by the user terminal 300
To send a questionnaire page to select recommended products based on the members' responses.

First, when a predetermined timing such as once a month is reached (step S301: Yes),
The information collection server 160 of the server 100 accesses the member information database 130 and obtains a record of each member, for example, in the order of the user ID (step S302).

Next, the information collection server 160 proceeds to step S
The information acquired in 302 is delivered to the web server 150, and the creation of a questionnaire page as shown in FIG. 8 is instructed (step S303).

In the questionnaire page created here, as shown in the upper part of FIG. 8, information indicating the use environment of the member is inserted in advance based on the information obtained in step S302. In addition, as shown in the lower part of FIG. 8, for example, a questionnaire item related to a product sold in the server 100 such as an Internet connection environment and a purpose of use of a terminal is set.

The data indicating the created questionnaire page is stored in a predetermined area of the storage unit of the web server 150, and a URL (Undefined) for designating the area and the data is stored.
iform Resource Locator). Information indicating the assigned URL is delivered to the information collection server 160.

The information collection server 160 creates an e-mail including the delivered URL information, and proceeds to step S3.
02 is set as the transmission destination (step S304). The information collection server 160 holds a template including a predetermined fixed phrase, and creates an e-mail by flowing the member name and user ID of the transmission destination and the acquired URL information into the template. The URL information is described in a hyperlink format.

The control unit 110 controls the communication unit 170,
The e-mail created in step S304 is transmitted to the set destination (step S305).

When the member's user terminal 300 receives an e-mail by a predetermined operation, the e-mail created in step S304 is displayed on the display unit. When the member wants to access the questionnaire page, he / she selects information indicating the URL of the questionnaire page described in the hyperlink format in the e-mail. UR
By selecting the L information, the UR is displayed from the user terminal 300.
L and information requesting transmission of the page specified by the URL are transmitted to the server 100.

When the control unit 110 receives the information requesting the transmission of the questionnaire page from the user terminal 300,
The web server 150 transmits data indicating the questionnaire page corresponding to the received URL to the user terminal 300 (step S306).

At the user terminal 300, a questionnaire page as shown in FIG. 8 is displayed on the display unit based on the received data. Regarding the item related to the usage environment of the member shown in the upper part of FIG. 8, if there is a change or addition in the displayed content, the fact is input. In addition, regarding the question items shown in the lower part of FIG. 8, answers are made by checking the check boxes as appropriate. The input content is transmitted to the server 100 by selecting a “transmit” button arranged at the bottom of the questionnaire page.

The server 100 transmits the answer to the questionnaire, that is, the information input to the questionnaire page to the user terminal 3.
00 (step S307: Yes), the information collection server 160 analyzes the received response information, and if there is a change / addition to the possessed product, accesses the member information database 130 and transmits information indicating the product. It is registered (changed or added) in the possessed product information entry of the member record (step S308).

The information collection server 160 further analyzes the received response information and selects a recommended product (step S3).
09). Here, if there is an addition or change in the items related to the usage environment of the questionnaire, select a product recommended in the usage environment that includes the product, and based on the answer to the question item, Recommended products are selected by analyzing the environment and recommending products necessary for realizing the environment.

The information collection server 160 accesses the product information database 140 and obtains information on the product selected in step S309. The information collection server 160 further accesses the member information database 130 and updates the information registered in the recommended item information entry of the member record with the acquired item information (step S31).
0), the process ends.

As a result, a questionnaire is automatically performed at a predetermined timing, the usage environment of the member is analyzed based on the answer, and a recommended product is selected, so that an efficient and effective product proposal can be made. .

In the above embodiment, the terminal is used as an example of the lent product, but the lent product is not limited to this. For example, a customer already owns a terminal such as a personal computer and a CRT (Cathode
When a ray tube (cathode ray tube) display is used, for example, a liquid crystal display device which can realize more space saving may be lent. That is, it is desirable to lend a product that satisfies the desire for use so that the customer can actively cooperate in providing information.

In the above embodiment, the control unit 110 of the server 100 is configured to execute the programs stored in the memory in advance. However, these programs include, for example, a floppy (registered trademark) disk, a CD-ROM ( Compac
t Disc Read Only Memory), DVD (Digital Versati
le Disc) may be stored and distributed on a computer-readable recording medium. Alternatively, by superimposing these programs on a carrier wave, the Internet 2
It may be distributed via a communication network such as 00 and downloaded to a computer.

[0065]

As described above, according to the present invention,
The information about the rented product and the information about the lent customer are registered in association with each other, and information indicating recommended products based on the registered information is provided to the customer via a communication network, thereby improving customer satisfaction and improving efficiency. It is possible to realize efficient and effective sales operations.

[Brief description of the drawings]

FIG. 1 is a diagram showing a configuration of a member service providing system according to an embodiment of the present invention.

FIG. 2 is a block diagram showing a configuration of a server shown in FIG.

3A and 3B are diagrams illustrating examples of information registered in a database illustrated in FIG. 2; FIG. 3A illustrates information registered in a rental product information database; FIG. 3B illustrates information registered in a member information database; (C) illustrates information registered in the product information database.

FIG. 4 is a flowchart for explaining the operation of the member service providing system according to the embodiment of the present invention;

5A and 5B are diagrams showing a display example of a menu page transmitted by the operation shown in FIG. 4, wherein FIG. 5A shows a display example of a login page, and FIG. 5B shows a display example of a web page transmitted to a member. Show.

FIG. 6 is a flowchart illustrating a product order receiving process according to the embodiment;

FIG. 7 is a flowchart for explaining automatic information collection / update processing according to the embodiment;

8 is a diagram showing a display example of a questionnaire page transmitted in the automatic information collection / update processing shown in FIG.

[Explanation of symbols]

 1 Member Service Providing System 100 Server 120 Rental Product Information Database 130 Member Information Database 140 Product Information Database 150 Web Server 160 Information Collection Server 200 Internet 300-1 to 300-n User Terminal

Claims (7)

[Claims] 1. A member registration step of registering information on a product lent to a customer and information on the customer in association with each other to register the customer as a member, and a product information storage step of storing information on sales products Analyzing the information registered in the member registration step, selecting a product recommended for the member, the recommended product selection step of acquiring the information of the product from the information of the sales product stored in the product information storage step, An information providing step of providing information on the sales product acquired in the recommended product selection step to the member via a communication network. 2. An order is received from the member via the communication network for a product corresponding to the information on the sales product provided in the information providing step, and the information on the received product is registered in the member registration step. The member service providing method according to claim 1, further comprising a product order receiving step of registering the information in association with the information on the member. 3. An information collecting step of collecting information related to the rental item from the member via the communication network and registering the collected information in association with the information on the member registered in the member registration step. The member service providing method according to claim 1 or 2, further comprising: 4. A connection section for connecting to a communication network, information relating to an article lent to a customer, and information relating to the customer, which are registered in association with each other, thereby registering the customer information as customer information. A product information storage unit that accumulates the information, the information registered in the customer information registration unit is analyzed, a product recommended for the customer is selected, and the information of the selected product is stored in the product information storage unit. A server device comprising: a recommended product selection unit that is obtained from product information; and an information providing unit that provides information of the product obtained by the recommended product selection unit to the customer via the communication network. . 5. An order is received from the customer via the communication network for a product corresponding to the information indicating the recommended product provided by the information providing unit, and the information on the ordered product is registered in the customer information registration unit. 5. The server device according to claim 4, further comprising a product order receiving unit for registering the product order in association with the information on the customer. 6. Information for collecting information related to the lent article from the customer via the communication network, and registering the collected information in association with information about the customer registered in the customer information registration unit. The server device according to claim 4, further comprising a collection unit. 7. A connection means for connecting a computer to a communication network, a customer information registration means for registering customer information by registering information relating to a rented item to a customer and information relating to the customer, Controlling the means, receiving information from the customer registered in the customer information registration means via the communication network, and registering the received information in association with the information on the customer registered in the customer information registration means Receiving means, product information accumulating means for accumulating information of merchandise sold, analyzing information registered in the customer information registering means, selecting a product recommended for the customer, and storing information of the selected merchandise as the product Controlling the connection means, the information including the information on the product acquired by the recommended product selection means, Program for functioning as an information providing means for providing to the customer via the network.