JP2004152166A - Customer database/automatic transaction device cooperation system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide own company's service even when an other company's customer operates an own company's automatic transaction device in cooperation with a database constructed by acquiring information about the other company's customer. <P>SOLUTION: This system has the automatic transaction device 11, and a customer information management system 21 having the customer database and providing service contents corresponding to the customer operating the automatic transaction device 11. The customer information management system 21 acquires the service contents corresponding to the customer on the basis of information received from the automatic transaction device 11, and transmits the service contents to the automatic transaction device 11. The automatic transaction device 11 displays the service contents in between financial transactions. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a customer database / automated transaction device cooperation system.
[0002]
[Prior art]
Conventionally, when customers of financial institutions such as banks, shinkin banks, post offices, and consumer finance companies conduct financial transactions such as deposits, withdrawals, passbook entries, balance inquiries, transfers, transfers, remittances, and time deposit settings. When an automatic transaction apparatus such as an ATM (Automatic Teller Machine) or a CD (Cash Dispenser) provided at a branch of the financial institution, that is, an office, is used, the automatic transaction is performed. In addition to information related to financial transactions, such as instructions on how to operate the automatic transaction device and transaction amounts, on a display screen of the device or a transaction statement, additional information such as a message, advertisement, and notification from the financial institution to the customer is displayed. A system to be printed is provided.
[0003]
For example, when the customer operates the automated teller machine at the bank to check the balance and completes the operation, the display screen will indicate "In our bank, a new XX service has been started since xx / xx. Please use it. Is displayed, and then the screen returns to the initial screen. Further, the message is printed in a margin at an upper end or a lower end of the printed balance inquiry statement.
[0004]
If a failure occurs in the automated teller machine, a message such as "The service can no longer be used. Please come to the counter during business hours." Is displayed on the display screen to guide the customer to the counter. It has become. In this case, an appropriate action can be taken even when a trouble such as a failure of the automatic transaction apparatus occurs.
[0005]
Furthermore, in recent years, by adopting a CRM (Customer Relationship Management) system, a message having contents corresponding to each customer can be created (for example, see Patent Document 1). In this case, based on information on the basic attributes of the customer, such as the address, name, age, occupation, income, family structure, etc. of each customer, and information on the history of each customer's past account transactions, etc. Thus, a so-called tailor-made message having contents corresponding to each customer can be created and presented to the customer.
[0006]
As a result, the financial institution can provide the customer with a service such as timely presentation of a message regarding the financial product having contents suitable for each customer, and a message in an appropriate expression suitable for each customer. And other appropriate services can be provided to the customer. In addition, the customer does not receive an unnecessary service such as an unnecessary message or the like, and can receive a friendly and appropriate service with respect to a financial product suitable for the customer.
[0007]
[Patent Document 1]
Japanese Patent Application No. 2002-155078
[0008]
[Problems to be solved by the invention]
However, in the conventional system, it is possible to provide services such as presenting a message to a customer who has opened an account with a financial institution where the automatic transaction device is provided, that is, a customer of the company. However, since information about customers who have opened accounts with other financial institutions, that is, other companies 'customers, is not stored in the CRM system, even if other companies' customers use their own automatic transaction equipment, they will provide their own services I couldn't. Therefore, even though other companies 'customers can use their own automated teller machines, they cannot provide their services to other companies' customers, and financial institutions have Miss the opportunity to provide services and increase sales.
[0009]
The present invention solves the problems of the conventional system, acquires information on customers of other companies, cooperates with a database constructed, and enables other companies to operate their own automatic transaction equipment, An object of the present invention is to provide a customer database / automated transaction device cooperation system that can provide services.
[0010]
[Means for Solving the Problems]
For this purpose, the customer database / automated transaction apparatus cooperation system of the present invention has an automatic transaction apparatus and a customer information management system that includes a customer database and provides service content corresponding to a customer who operates the automatic transaction apparatus. The customer information management system acquires service content corresponding to the customer from the customer database based on the information received from the automatic transaction device and transmits the service content to the automatic transaction device. Display service content between financial transactions.
[0011]
In another customer database / automated transaction apparatus cooperation system of the present invention, the customer database is constructed based on information received from the automatic transaction apparatus.
[0012]
In still another customer database / automated transaction device cooperation system of the present invention, the service content is a message for guiding a financial product.
[0013]
In still another customer database / automated transaction device cooperation system of the present invention, the customer is an in-house customer or another company's customer.
[0014]
In still another customer database / automated transaction apparatus cooperation system of the present invention, the customer database further includes a third-party customer master database constructed based on information input to the automated transaction apparatus.
[0015]
In still another customer database / automated transaction device cooperation system of the present invention, the customer information management system further screens own customers and other companies' customers, and acquires corresponding service contents from the customer database. Send to the automatic transaction device.
[0016]
In still another customer database / automated transaction device cooperation system of the present invention, the customer information management system further selects a customer of a specific store and a customer of a general store, and stores service contents corresponding to each of the customers in the customer database. And sends it to the automatic transaction device.
[0017]
In still another customer database / automated transaction apparatus cooperation system of the present invention, the customer information management system further sorts transactions into a specific transaction type and a general transaction type, and stores the corresponding service contents in the customer database. And sends it to the automatic transaction device.
[0018]
In still another customer database / automated transaction device cooperation system of the present invention, the customer information management system further selects a transaction result, acquires corresponding service contents from the customer database, and obtains the automatic transaction device. Send to
[0019]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.
[0020]
FIG. 1 is a diagram showing a configuration of a customer database / automated transaction apparatus cooperation system according to a first embodiment of the present invention, and FIG. 2 is information stored in an in-house customer master database according to the first embodiment of the present invention. FIG. 3 is a diagram showing an example of information stored in a CRM database according to the first embodiment of the present invention.
[0021]
In FIG. 1, reference numeral 10 denotes a branch office system as a computer system provided in a branch office of a financial institution such as a bank, a credit union, a post office, a consumer finance company, or the like. Here, reference numeral 11 denotes an automatic transaction device such as an ATM, a CD, or the like provided at the branch office, which is operated by a customer of the financial institution by himself / herself, such as deposit, withdrawal, passbook entry, balance inquiry, transfer, and transfer. For performing financial transactions such as remittance, time deposit setting, and the like. Further, the automatic transaction apparatus 11 may be a multi-function terminal such as a kiosk terminal having other functions, for example, a ticket reservation function, a product purchase application function, a credit card credit confirmation function, a facility information guidance function, and the like. Good. Note that the customer is a person who opens his own account at the financial institution and uses the financial institution, and is generally an individual, but may be a company, an organization, or the like.
[0022]
In the present embodiment, the automatic transaction apparatus 11 can be used by customers of other companies as well as its own customers. Here, the company is a financial institution that operates the sales office system 10, and the other company is a financial institution other than the company, that is, another financial institution. Further, the in-house customer is a customer who has opened his own account in the company, and the other company customer is a customer who has opened his own account in another company.
[0023]
The automatic transaction apparatus 11 includes a customer operation unit including an input device such as a keyboard, a touch panel, and a mouse, and a display device such as a CRT, a liquid crystal display, and an LED (Light Emitting Diode) display. Note that the customer operation unit is a touch panel having both functions of an input device and a display device.
[0024]
The automatic transaction apparatus 11 has a card handling unit as an ID acquisition unit that handles cards such as cash cards and acquires customer IDs. Here, the card is a card issued by a financial institution to a customer for performing financial transactions such as deposit, withdrawal, transfer, balance inquiry, etc., and includes financial institution identification information (financial institution name, financial institution identification code). , A business name, a business code, etc.), a customer name, an account number, a personal identification number, and a customer ID. Then, own customers use cards issued by themselves, and other customers use cards issued by other companies. The member for storing the information may be an IC embedded in a card instead of the magnetic stripe. The card handling unit includes a card slot into which a card is inserted, and a carrier device for carrying the card, and reading and overwriting of information stored in a magnetic stripe or an IC of the card in the card slot. And a recording head such as a magnetic head for performing erasing and the like.
[0025]
Note that the automatic transaction apparatus 11 may have a passbook entry unit for entry into a passbook such as a deposit passbook. In this case, similarly to the card handling unit, the passbook bookkeeping unit functions as an ID acquisition unit for acquiring a customer ID, and includes financial institution identification information, customer name, and account number stored in a magnetic stripe provided in the passbook. , A password, a customer ID, and the like. Further, the member for storing the information may be an IC embedded in a passbook instead of the magnetic stripe.
[0026]
Further, the automatic transaction apparatus 11 has a printing unit for printing and issuing a transaction statement slip. In the present embodiment, the printing unit prints the receipt number on a transaction statement as a medium. Further, the transaction statement is a piece of paper on which information relating to financial transactions performed by the customer, such as deposits, withdrawals, passbook entries, balance inquiries, transfers, transfers, remittances, and time deposit settings, is printed. The type of financial transaction, transaction amount, etc. are printed. In the present embodiment, when the customer operates the customer operation unit and selects consultation at the sales counter, information such as the contact number and the customer's reception number is also printed on the transaction statement slip. .
[0027]
The automatic transaction apparatus 11 has a bill receiving / dispensing unit for handling bills and a coin receiving / dispensing unit for handling coins. Further, the automatic transaction apparatus 11 includes an arithmetic unit such as a CPU and an MPU, a storage device such as a magnetic disk and a semiconductor memory, a communication unit, and the like, and has a control unit that comprehensively controls the operation of the automatic transaction apparatus 11. . In FIG. 1, only one automatic transaction device 11 is shown, but a plurality may be provided.
[0028]
The sales office system 10 may include a counter terminal and a reception number management system (not shown). In this case, the counter terminal includes a CPU, an arithmetic unit such as an MPU, a storage device such as a magnetic disk and a semiconductor memory, an input device such as a keyboard, a mouse, and a touch panel, a CRT, and a liquid crystal display. And the like, a computer including a display device, a communication interface, a printing machine and the like. Then, the operator of the sales office, which is a teller in the bank, operates the teller terminal to perform various operations such as depositing, withdrawing, transferring, filling in a bankbook, etc., opening an account, setting up a term deposit, and the like. When the customer operates the input means of the automatic transaction apparatus 11 and selects consultation at the sales counter, information such as the address and name of the customer, customer information previously collected and stored, Various types of information such as detailed information on financial products and the like are obtained.
[0029]
The reception number management system is a computer system that operates an in-store reception terminal (not shown) arranged near the entrance of the sales office, and includes a CPU, an arithmetic unit such as an MPU, a storage device such as a magnetic disk, a semiconductor memory, It has a server (not shown) which is a computer having a communication interface and the like, and one or a plurality of storefront reception terminals functioning as clients of the server. Here, the in-store reception terminal includes an arithmetic device such as a CPU and an MPU, a storage device such as a magnetic disk and a semiconductor memory, an input device such as a keyboard and a touch panel, a display device such as a CRT and a liquid crystal display, and an audio output device such as a speaker. , A communication interface, a ticket issuing machine for issuing a number tag, and the like. Then, the customer who visits the counter of the sales office operates the in-store reception terminal by himself and inputs his / her own business, address, name, etc., and obtains the corresponding counter number, the reception number of the customer, the expected waiting time. Is output from the display device, the audio output device, the ticket issuing machine, and the like.
[0030]
Reference numeral 20 denotes a service providing center system as a computer system for providing various services to customers, and has a customer information management (CRM) system 21 as a subsystem. The service providing center system 20 is connected to a network 15, and the sales office system 10 is connected to the network 15. Here, the network 15 may be any one of a wireless or wired dedicated communication network or a public communication network, the Internet, a LAN (Local Area Network), a WAN (Wide Area Network) and the like. The network 15 is desirably a dedicated communication network, but may be a VPN (Virtual Private Network) using a public communication network.
[0031]
In the present embodiment, the customer information management system 21 is configured to provide services corresponding to the customer based on the customer ID of the customer who operates the automatic transaction apparatus 11, that is, campaign information as service content, and the like. Is to be created. The customer information management system 21 includes an arithmetic device such as a CPU and an MPU, a storage device such as a magnetic disk and a semiconductor memory, an input device such as a keyboard and a mouse, a CRT, a display device such as a liquid crystal display, a communication interface, and the like. A CRM database 22, an in-house customer master database 23, a third-party customer information database 24, and a third-party customer master database 25 are provided as a server (not shown) as a computer and a customer database including a storage device such as a magnetic disk and a semiconductor memory. The CRM database 22, the in-house customer master database 23, the other company customer information database 24, and the other company customer master database 25 may be integrally formed inside the server. The CRM database 22 stores display data for each customer, campaign information, and the like. The campaign information includes a message for the campaign. In addition, the in-house customer master database 23 stores information on basic attributes of the customer, such as customer ID, address, name, age, occupation, income, and family structure, for each in-house customer, that is, customer basic attribute information, And account transaction information such as a history of account transactions performed in the past. Further, the CRM database 22 includes a history database (not shown) that stores a provided service history related to campaign information and the like as a service provided to the customer, an operation history of the customer operating the automatic transaction apparatus 11 and the like, and the like. I have.
[0032]
Here, the customer basic attribute information is stored in the in-house customer master database 23, for example, in a form as shown in FIG. In this case, a table in which information such as a name, an address, and a telephone number is described is stored in the in-house customer master database 23 so as to correspond to the customer ID assigned to identify each customer. The CRM database 22 stores display data for each customer, campaign information, and the like, for example, in a form as shown in FIG. In this case, a target customer ID indicating the target customer of each campaign is stored so as to correspond to the campaign ID assigned to identify each of the campaigns as services provided by the financial institution to the customer. You. Further, a message ID indicating a message as shown in FIG. 3B for introducing a campaign created for each customer is stored so as to correspond to the target customer ID. Furthermore, in order to create a campaign information including the message and display it on the display device in the customer operation unit of the automatic transaction apparatus 11, a screen having an image as shown in FIG. Is stored so as to correspond to each message ID.
[0033]
Further, the other company customer information database 24 stores information such as a customer ID acquired when another company customer operates the automatic transaction apparatus 11 to perform a financial transaction. The other company customer information database 24 may be provided outside the customer information management system 21. Then, the information on the other company's customer created based on the information is stored in the other company's customer master database 25. As a result, the other-company customer master database 25 stores, for each other-company customer, information on the customer ID, the name of the other company, and account transaction information such as the history of account transactions performed in the past. The other-party customer master database 25 can also store customer basic attribute information such as address, name, age, occupation, income, family structure, and the like for other-party customers.
[0034]
In FIG. 1, reference numeral 30 denotes a financial host center system as a computer system for performing accounting-related operations in a financial institution such as various financial processes. The financial host center system 30 is a computer including an arithmetic device such as a CPU and an MPU, a storage device such as a magnetic disk and a semiconductor memory, an input device such as a keyboard and a mouse, a display device such as a CRT and a liquid crystal display, and a communication interface. Is provided. Here, the accounting upper device 31 is an upper device that processes all accounting transactions performed in the financial institution, and also includes a database that stores accounting transaction information such as a history of accounting transactions performed in the past.
[0035]
The financial host center system 30 is connected to a network 16, and the branch office system 10 is connected to the network 16. Here, the network 16 may be any one of a wireless or wired dedicated communication network or a public communication network, the Internet, a LAN, and a WAN. The network 16 is preferably a dedicated communication line network, but may be a VPN using a public communication line network or may be the same as the network 15.
[0036]
Next, the operation of the customer database / automated transaction apparatus cooperation system having the above configuration will be described.
[0037]
FIG. 4 is a view showing an example of a message display screen of the customer operation unit according to the first embodiment of the present invention, and FIG. 5 is an operation of the customer database / automatic transaction apparatus cooperation system according to the first embodiment of the present invention. It is a flowchart which shows.
[0038]
First, a case where the customer is an in-house customer will be described. The customer can use a passbook such as a bankbook instead of a card. In the present embodiment, a case where a cash card is used as a card will be described. In this case, when the customer operates the automatic transaction device 11 provided in the financial institution to perform financial transactions such as deposit, withdrawal, passbook entry, balance inquiry, etc., the display type of the customer operation unit is displayed on the display unit of the customer operation unit. The screen is displayed. Here, a case where the customer operation unit is a touch panel having functions of an input unit and a display unit will be described. Then, in the customer operation unit, the customer selects a desired transaction type, for example, a balance inquiry, from the displayed transactions. Therefore, the customer touches the balance inquiry key from among the financial transactions displayed on the customer operation unit, that is, selects the transaction type by touching the key.
[0039]
Subsequently, a screen for instructing insertion of a card is displayed on the customer operation unit. The customer inserts the cash card into the card slot of the card handling unit. Then, a ten-key is displayed on the customer operation unit together with an instruction to input a personal identification number. The customer touches the ten-key and inputs the personal identification number. Then, the recording head of the card handling unit reads card information such as a customer ID which is information stored in the magnetic stripe of the cash card or the IC. Then, the card information is transmitted from the automatic transaction apparatus 11 to the customer information management system 21.
[0040]
When the customer information management system 21 receives the card information from the automatic transaction apparatus 11, the customer information management system 21 decodes the card information, accesses the CRM database 22, and provides the customer content as service content provided to the customer. It is determined whether campaign information is stored. In this case, it is determined whether or not the customer ID included in the card information received from the automatic transaction apparatus 11 exists in the target customer ID as shown in FIG. If it is determined that the customer ID exists in the target customer ID, that is, the campaign information for the customer is stored, the customer information management system 21 sets the message ID corresponding to the target customer ID to the message ID. Select a message based on. Then, based on the screen configuration information corresponding to the target customer ID, the customer information management system 21 displays the service content to be provided to the customer on the display device of the automatic transaction apparatus 11 as shown in FIG. An image signal for displaying campaign information containing an image as shown is generated and transmitted to the automatic transaction apparatus 11. The campaign information includes the extracted message. When the image is stored in the automatic transaction apparatus 11 in advance, a data number or the like for specifying the image is transmitted from the customer information management system 21 to the automatic transaction apparatus 11.
[0041]
Here, the automatic transaction apparatus 11 is executing a transaction business process (executing a process of counting deposited cash or accessing a billing system), Upon receiving an image signal as service content to be provided, the service is provided by displaying guidance information including a message as shown in FIG. 4 on the display device of the customer operation unit based on the image signal. In this case, the campaign for the customer is a campaign for a fund product as a financial product, and a screen displaying a content recommending the customer to obtain detailed information on the fund product by a pamphlet placed in a branch is displayed. Is done. The automatic transaction apparatus 11 is configured to display the screen during a period in which a financial transaction operation is being processed, that is, a time such as a waiting time during the processing of the transaction operation.
[0042]
For example, after the customer touches the balance inquiry key from among the financial transactions displayed on the customer operation unit, inserts a cash card into the card slot of the card handling unit and inputs a password, the automatic transaction device 11 Accesses an accounting system (not shown) to obtain information on the balance of the customer's account. In this case, after accessing the accounting system, information on the balance of the customer's account is displayed on the display device of the automatic transaction device 11, recorded in a passbook, or printed on a transaction statement. The customer has to wait in front of the automated teller machine 11 because there is some time before it is output. Therefore, in the present embodiment, a screen including a message as shown in FIG. 4 is displayed between financial transactions in which the customer stands by in front of the automatic transaction apparatus 11.
[0043]
In addition, a person who designs a campaign for the customer can list and set customers who meet predetermined conditions from the in-house customer master database 23 as campaign target customers using a campaign design system or the like. . For example, on condition that the balance of the account is equal to or more than a predetermined amount, customers meeting the conditions are listed and set as campaign target customers.
[0044]
When the transaction is completed, the cash card is ejected from the card slot, and the customer collects the card.
[0045]
Next, the flowchart will be described.
Step S1 The customer selects a transaction type.
Step S2 The customer inserts the cash card into the card slot of the card handling section.
Step S3: The card information read by the card handling unit is transmitted to the customer information management system 21.
Step S4 Execute the transaction business.
Step S5: Receive an image signal as service content.
Step S6: Provide a service.
Step S7: The cash card is ejected from the card slot, and the process ends.
Step S8: Receive and decode the card information.
Step S9: The service content to be provided is selected.
Step S10: The service content is transmitted to the automatic transaction apparatus 11.
[0046]
Next, a case where the customer is another company's customer will be described. In this case, collection of customer information is performed. First, when the customer operates the automatic transaction device 11 provided in the financial institution to perform financial transactions such as deposit, withdrawal, passbook entry, balance inquiry, etc., a transaction selection screen is displayed on the display device of the customer operation unit. Is displayed. Then, in the customer operation unit, the customer selects a desired transaction from the displayed transactions, for example, a balance inquiry, and touches a balance inquiry key from the financial transactions displayed on the customer operation unit.
[0047]
Subsequently, a screen for instructing insertion of a card is displayed on the customer operation unit. The customer inserts the cash card into the card slot of the card handling unit. Then, a ten-key is displayed on the customer operation unit together with an instruction to input a personal identification number. The customer touches the ten-key and inputs the personal identification number. Then, the recording head of the card handling unit reads card information stored in the magnetic stripe of the cash card or the IC. Then, the card information is transmitted from the automated teller machine 11 to the upper accounting system device 31 in the financial host center system 30. Then, result information of the financial transaction (establishment or non-establishment of the financial transaction, balance, etc.) is returned to the automatic transaction apparatus 11 from the accounting upper device 31.
[0048]
Subsequently, the automatic transaction apparatus 11 includes a customer ID, details of a financial transaction, financial transaction result information, a transaction date and time, and a transaction place (a name or code specifying the automatic transaction apparatus 11 or a business office, the automatic transaction apparatus 11 or a business Information such as the name of the area where the store is located is transmitted to the customer information management system 21. Note that the information may be transmitted at one time or may be transmitted in a plurality of times. In this case, the information is stored in a database as a buffer (not shown) in the customer information management system 21 and is transferred to the other company customer information database 24 periodically or whenever a predetermined amount of data is accumulated. Stored. Then, based on the information stored in the customer information database 24, the customer master database 25 is constructed. In this case, a table in which information is described is stored in the other-company customer master database 25 so as to correspond to the customer ID assigned to identify each of the other-company customers.
[0049]
Then, the person who designs the campaign can list and set customers who meet predetermined conditions from the other company's customer master database 25 as campaign target customers using the campaign design system or the like. For example, on condition that the balance of the account is equal to or more than a predetermined amount, other company customers who meet the condition are listed and set as campaign target customers. Further, it can be added on condition that it is a customer of a specific financial institution as a competitor, for example, a customer of a nearby financial institution, or the frequency of financial transactions, for example, operating the automatic transaction apparatus 11 more than a predetermined number of times a month. It can also be added on condition that financial transactions are performed.
[0050]
Note that the subsequent operations are the same as those in the case where the customer is an in-house customer, and thus the description is omitted.
[0051]
As described above, in the present embodiment, when the customer operates the automatic transaction device 11 to perform a financial transaction, a message of a campaign or the like is displayed on the display device of the automatic transaction device 11 during a period during which the financial transaction is being processed. Service has been provided. When the customer is another company's customer, the other company's customer information is collected and the other company's customer master database 25 is constructed based on the information. Can be.
[0052]
Next, a second embodiment of the present invention will be described. It should be noted that the description of those having the same structure and operation as those of the first embodiment will be omitted.
[0053]
In the present embodiment, another company's customers for whom information is to be collected are selected under predetermined conditions. Therefore, it is possible to select only customers of financial institutions that are important for CRM strategy among other companies, and to cope with a case where the storage capacity of the database is insufficient.
[0054]
First, when a customer of another company inserts a cash card into the card slot of the card handling unit of the automatic transaction apparatus 11, the recording head of the card handling unit identifies the financial institution which is the information stored in the magnetic stripe or IC of the cash card. Read card information such as information and customer ID. Then, the card information is transmitted from the automatic transaction apparatus 11 to the customer information management system 21.
[0055]
When the customer information management system 21 receives the card information from the automatic transaction apparatus 11, the customer information management system 21 accesses the CRM database 22, and the financial institution identification information included in the card information is set in advance from the viewpoint of a CRM strategy or the like. Judge whether or not it falls under the financial institution as another company. Then, if applicable, the information of the other company's customers is collected. That is, similarly to the first embodiment, the information on the other company's customer is stored in a database serving as a buffer and transferred to the other company's customer information database 24. Then, based on the information stored in the customer information database 24, a customer master database 25 is constructed. If the financial institution identification information included in the card information does not correspond to a preset financial institution as another company, the information of the customer of the other company is not collected.
[0056]
In addition, as a condition for selecting other customers for whom information is to be collected, it is possible to adopt the contents of financial transactions such as card loan setting, credit card financial transactions, etc. Information on the result of financial transactions such as success or failure, balance, etc. can also be adopted. Further, the automatic transaction apparatus 11 may determine whether or not the condition is satisfied.
[0057]
By the way, information such as name, address, telephone number, etc. is described in the table stored in the in-house customer master database 23 so as to correspond to the customer ID. The table usually does not include information such as name, address, telephone number, and the like. Therefore, in order to enhance the items described in the table stored in the other company customer information database 24, when the other company customer performs the financial transaction by operating the automatic transaction apparatus 11, the name, address, telephone number, etc. A message requesting the user to input the above information can be displayed on the display device in the customer operation unit of the automatic transaction apparatus 11. In addition, a questionnaire sheet is prepared near the automatic transaction apparatus 11, and a message requesting that information such as a name, an address, and a telephone number be filled in the questionnaire sheet is sent to the customer operation unit of the automatic transaction apparatus 11. It can also be displayed on a display device.
[0058]
Then, in response to the message, when a customer of another company inputs information such as a name, an address, and a telephone number into the automatic transaction apparatus 11 or fills out a questionnaire, a table stored in the customer information database 24 of the other company Can be enriched.
[0059]
Next, a third embodiment of the present invention will be described. It should be noted that the description of those having the same structure and operation as those of the first and second embodiments will be omitted.
[0060]
FIG. 6 is a first diagram illustrating an example of a message display screen of the customer operation unit according to the third embodiment of the present invention. FIG. 7 is a diagram illustrating a message display screen of the customer operation unit according to the third embodiment of the present invention. It is a 2nd figure which shows an example.
[0061]
In the present embodiment, segmentation of customers is performed on the basis of financial institution identification information stored in a magnetic stripe of a card such as a cash card, an IC, or the like. Service is provided. It should be noted that the customer can use a passbook such as a bankbook instead of a card, but in the present embodiment, a case where a cash card is used as a card will be described.
[0062]
First, the customer operates the automatic transaction device 11 provided at the financial institution, selects a desired transaction type, inserts a cash card into the card slot of the card handling unit, touches the numeric keypad, and inputs a password. I do. Then, the recording head of the card handling unit reads card information such as financial institution identification information and customer ID, which are information stored in the magnetic stripe or IC of the cash card. Then, the card information is transmitted from the automatic transaction apparatus 11 to the customer information management system 21.
[0063]
Then, upon receiving the card information from the automatic transaction device 11, the customer information management system 21 decodes the card information and identifies the financial institution that issued the cash card based on the financial institution identification information. Subsequently, the user accesses the CRM database 22 and selects campaign information for the customer as service content corresponding to the identified financial institution. As the financial institution identification information, information stored in the in-house customer master database 23 or the other company customer master database 25 can be used. In this case, the financial institution identification information can be acquired from the in-house customer master database 23 or the other company customer master database 25 based on the customer ID.
[0064]
Here, the campaign information for the customer is sorted in advance into information for the own customer and information for the other company, and the campaign information for the other company is further classified into the information for the customer of the specific company and the information for the other company. Other companies, that is, those for general other customers. The specific competitor is a financial institution important in CRM strategy among other competitors, and is, for example, a financial institution regarded as a major competitor, that is, a rival financial institution.
[0065]
If the customer is an in-house customer, campaign information including a message for the in-house customer is selected, and the customer information management system 21 uses the automatic transaction device 11 based on screen configuration information corresponding to the campaign information. An image signal for displaying guidance information including an image as shown in FIG. 6 as service content to be provided to the customer on the display device is generated and transmitted to the automatic transaction device 11. Further, when the customer is a customer of a general other company, campaign information including a message for the customer of the general other company is selected, and the customer information management system 21 determines, based on screen configuration information corresponding to the campaign information, An image signal for displaying guidance information having an image as shown in FIG. 7 as service content to be provided to a customer on the display device of the automatic transaction device 11 is created. Send to Further, when the customer is a customer of a specific other company, campaign information including a message for the customer of the specific other company is selected, and the customer information management system 21 performs the above-described processing based on screen configuration information corresponding to the campaign information. An image signal for displaying guidance information including service contents to be provided to the customer on a display device of the automatic transaction apparatus 11 is created and transmitted to the automatic transaction apparatus 11.
[0066]
As described above, in the present embodiment, when a customer operates the automatic transaction apparatus 11 to perform a financial transaction, the customer information management system 21 performs a segmentation of the customer based on the financial institution identification information, and It is designed to provide the best service for them. Therefore, the company's service can be provided to other companies' customers with appropriate contents, and the service can be efficiently provided.
[0067]
Next, a fourth embodiment of the present invention will be described. It should be noted that the description of those having the same structure and operation as those of the first to third embodiments will be omitted.
[0068]
FIG. 8 is a first diagram illustrating an example of a message display screen of the customer operation unit according to the fourth embodiment of the present invention. FIG. 9 is a diagram illustrating a message display screen of the customer operation unit according to the fourth embodiment of the present invention. It is a 2nd figure which shows an example.
[0069]
In the present embodiment, customers are selected based on the magnetic stripe of a card such as a cash card, or office identification information stored in an IC or the like, and optimal services are provided to customers in each region. It has become.
[0070]
First, the customer operates the automatic transaction apparatus 11 provided at the financial institution, selects a desired transaction type, inserts the cash card into the card slot of the card handling section, touches the numeric keypad, and inputs a password. . Then, the recording head of the card handling unit reads card information such as financial institution identification information and customer ID, which are information stored in the magnetic stripe or IC of the cash card. Then, the card information is transmitted from the automatic transaction apparatus 11 to the customer information management system 21.
[0071]
When the customer information management system 21 receives the card information from the automatic transaction device 11, the customer information management system 21 decodes the card information, and identifies the financial institution identification information, the business office name and the business office code included in the financial institution identification information. And the like, the business office of the financial institution that issued the cash card is identified. Subsequently, the user accesses the CRM database 22 and selects campaign information for the customer as service content corresponding to the sales office of the identified financial institution. It is to be noted that the branch office identification information may be the one stored in the in-house customer master database 23 or the other company customer master database 25. In this case, the branch office identification information can be acquired from the in-house customer master database 23 or the other company customer master database 25 based on the customer ID.
[0072]
Here, the campaign information for the customer is sorted in advance into information for its own customer, information for a customer of a specific other company, and information for a customer of a general other company, and further, information for a customer of a specific store. And those for customers of general stores that are non-specific stores. Note that the specific store is a store that exists in a region important for CRM strategy. The customer of the specific store is a customer who uses a card issued at the specific store, and is a customer who is likely to live or work in the specific area.
[0073]
If the customer is an in-house customer and a customer of a specific store, campaign information including a message for the customer of the specific store of the company is selected, and the customer information management system 21 responds to the campaign information. Based on the screen configuration information to be displayed, an image signal for displaying guidance information including an image as shown in FIG. 8 as service content to be provided to the customer on the display device of the automatic transaction apparatus 11 is displayed. It is created and transmitted to the automatic transaction apparatus 11. Further, when the customer is a customer of a general other company and a customer of a specific store, campaign information including a message for a customer of the specific store of the general other company is selected, and the customer information management system 21 Based on the screen configuration information corresponding to the information, the display device of the automatic transaction device 11 is used to display guidance information including an image as shown in FIG. 9 as service content to be provided to the customer. An image signal is created and transmitted to the automatic transaction apparatus 11. Further, when the customer is a customer of a specific other company and a customer of a specific store, campaign information including a message for a customer of a specific store of a specific other company is selected, and the customer information management system 21 Based on the screen configuration information corresponding to the information, an image signal for displaying guidance information containing service contents to be provided to the customer on the display device of the automatic transaction device 11 is created, and the automatic transaction device Send to 11
[0074]
As described above, in the present embodiment, when the customer operates the automatic transaction apparatus 11 to perform a financial transaction, the customer information management system 21 uses the business office identification information included in the financial institution identification information stored in the card. Segmenting customers to provide optimal services to customers in each region. Therefore, customers can be appropriately narrowed down, and services can be efficiently provided.
[0075]
Next, a fifth embodiment of the present invention will be described. It should be noted that the description of those having the same structure and operation as those of the first to fourth embodiments will be omitted.
[0076]
FIG. 10 is a diagram showing an example of a message display screen of the customer operation unit according to the fifth embodiment of the present invention. FIG. 11 is a diagram showing the operation of the customer database / automated transaction apparatus cooperation system according to the fifth embodiment of the present invention. It is a flowchart shown.
[0077]
In the present embodiment, based on the transaction type selected by the customer, an optimal service is provided to the customer who has selected each transaction type.
[0078]
First, the customer operates the automatic transaction apparatus 11 provided at the financial institution, selects a desired transaction type, for example, a transfer, inserts a cash card into the card slot of the card handling unit, and touches a ten-key to enter a password. Enter the number. Then, the recording head of the card handling unit reads card information such as financial institution identification information and customer ID, which are information stored in the magnetic stripe or IC of the cash card. The card information and the information on the transaction type selected by the customer are transmitted from the automatic transaction device 11 to the customer information management system 21.
[0079]
When the customer information management system 21 receives the card information and the transaction type information from the automatic transaction apparatus 11, the customer information management system 21 decodes the card information and stores the financial institution identification information and the business office including the financial institution identification information. The branch of the financial institution that issued the cash card is identified based on branch identification information such as the name and branch code. Further, the information of the transaction type is decrypted, and it is identified that the transaction type selected by the customer is transfer. Subsequently, the user accesses the CRM database 22 and selects campaign information for the customer as service content corresponding to the sales office and transaction type of the identified financial institution.
[0080]
Here, the campaign information for the customer is sorted in advance into information for a customer who has selected a specific transaction type and information for a customer who has selected a general transaction type other than the specific transaction type. Note that the specific transaction type is a transaction type that is important in CRM strategy.
[0081]
When the customer is a customer of the specific store of the company and selects the transfer as the specific transaction type, the customer is a customer of the specific store of the company and includes a message for the customer who has selected the specific transaction type. Campaign information is selected, and the customer information management system 21 displays the service content to be provided to the customer on the display device of the automatic transaction apparatus 11 based on the screen configuration information corresponding to the campaign information as shown in FIG. An image signal for displaying guidance information containing an image as shown is created and transmitted to the automatic transaction apparatus 11. In addition, when the customer is a customer of a specific store of a general competitor and a specific transaction type is selected, a campaign including a message for a customer who is a customer of a specific store of a general competitor and selects the specific transaction type Information is selected, and the customer information management system 21 displays, on the display device of the automatic transaction apparatus 11, guidance information including service contents to be provided to the customer, based on screen configuration information corresponding to the campaign information. Is generated and transmitted to the automatic transaction apparatus 11. Further, when the customer is a customer of a specific store of a specific competitor and a specific transaction type is selected, a campaign including a message for a customer who is a customer of a specific store of a specific competitor and selects the specific transaction type Information is selected, and the customer information management system 21 displays, on the display device of the automatic transaction apparatus 11, guidance information including service contents to be provided to the customer, based on screen configuration information corresponding to the campaign information. Is generated and transmitted to the automatic transaction apparatus 11.
[0082]
Next, the flowchart will be described.
Step S11 The customer selects a transaction type.
Step S12 The customer inserts the cash card into the card slot of the card handling section.
Step S13: The card information and the transaction type information read by the card handling unit are transmitted to the customer information management system 21.
Step S14 Execute the transaction business.
Step S15: Receive an image signal as service content.
Step S16: Provide a service.
Step S17: The cash card is ejected from the card slot, and the process ends.
Step S18: The information of the transaction type and the card information are received and decoded.
Step S19: The service content to be provided is selected.
Step S20: The service content is transmitted to the automatic transaction apparatus 11.
[0083]
As described above, in the present embodiment, when a customer operates the automatic transaction apparatus 11 to perform a financial transaction, the customer information management system 21 performs a segmentation of the customer based on the transaction type selected by the customer, and The most suitable service is provided to the customer who has selected the above transaction type. Therefore, customers can be appropriately narrowed down, and services can be efficiently provided.
[0084]
Next, a sixth embodiment of the present invention will be described. It should be noted that the description of those having the same structure and operation as those of the first to fifth embodiments will be omitted.
[0085]
FIG. 12 is a diagram showing an example of a message display screen of the customer operation unit according to the sixth embodiment of the present invention, and FIG. 13 shows the operation of the customer database / automated transaction apparatus cooperation system according to the sixth embodiment of the present invention. It is a flowchart shown.
[0086]
In the present embodiment, an optimal service is provided to each customer based on the result of the financial transaction performed by the customer.
[0087]
First, the customer operates the automatic transaction apparatus 11 provided at the financial institution, selects a desired transaction type, for example, a transfer, inserts a cash card into the card slot of the card handling unit, and touches a ten-key to enter a password. Enter the number. Then, the recording head of the card handling unit reads card information such as financial institution identification information and customer ID, which are information stored in the magnetic stripe or IC of the cash card. The card information and the information on the transaction type selected by the customer are transmitted from the automatic transaction device 11 to the customer information management system 21.
[0088]
Subsequently, the automatic transaction apparatus 11 executes transaction processing, and transmits to the customer information management system 21 a transaction amount, a post-transaction account balance, and the like as a transaction result of a financial transaction performed by the customer.
[0089]
When the customer information management system 21 receives the card information, transaction type information and transaction result from the automatic transaction device 11, the customer information management system 21 decrypts the card information and includes the financial institution identification information and the financial institution identification information. Based on the business office identification information such as the business office name and business office code, the business office of the financial institution that issued the cash card is identified. Further, the information of the transaction type is decrypted, and it is identified that the transaction type selected by the customer is transfer. Further, the transaction result is decrypted, and it is determined that the transaction result satisfies a predetermined condition, for example, that the account balance after the transaction is equal to or more than a predetermined amount.
[0090]
If the customer is a customer of the company's specific store, selects the transfer as a specific transaction type, and if the account balance after the transaction is equal to or more than a predetermined amount, the customer is a customer of the company's specific store, and A specific transaction type is selected, and further, campaign information including a message for a customer whose account balance after the transaction is equal to or greater than a predetermined amount is selected, and the customer information management system 21 sets a screen configuration information corresponding to the campaign information. Based on the automatic transaction device 11, an image signal for displaying guidance information including an image as shown in FIG. 12 as service content to be provided to a customer on the display device of the automatic transaction device 11 is generated. Send to transaction device 11. In addition, if the customer is a customer of a specific store of a general competitor, a specific transaction type is selected, and the account balance after the transaction is equal to or more than a predetermined amount, the customer is a customer of the general store of a specific general company, and A transaction type is selected, and further, campaign information including a message for a customer whose account balance after the transaction is equal to or more than a predetermined amount is selected, and the customer information management system 21 determines the campaign information based on the screen configuration information corresponding to the campaign information. Then, an image signal for causing the display device of the automatic transaction apparatus 11 to display guidance information containing service contents to be provided to the customer is created and transmitted to the automatic transaction apparatus 11. Further, if the customer is a customer of a specific store of a specific competitor, a specific transaction type is selected, and the account balance after the transaction is equal to or more than a predetermined amount, the customer is a customer of the specific store of the specific competitor, and A transaction type is selected, and further, campaign information including a message for a customer whose account balance after the transaction is equal to or more than a predetermined amount is selected, and the customer information management system 21 determines the campaign information based on the screen configuration information corresponding to the campaign information. Then, an image signal for causing the display device of the automatic transaction apparatus 11 to display guidance information containing service contents to be provided to the customer is created and transmitted to the automatic transaction apparatus 11.
[0091]
Next, the flowchart will be described.
Step S21 The customer selects a transaction type.
Step S22 The customer inserts the cash card into the card slot of the card handling section.
Step S23: The card information and the transaction type information read by the card handling unit are transmitted to the customer information management system 21.
Step S24: Execute the transaction business process.
Step S25 The transaction result of the financial transaction is transmitted to the customer information management system 21.
Step S26: Receive an image signal as service content.
Step S27: Provide a service.
Step S28: The cash card is ejected from the card slot, and the process ends.
Step S29: The information of the transaction type, the card information and the transaction result are received and the card information is decrypted.
Step S30: The service content to be provided is selected.
Step S31: The service content is transmitted to the automatic transaction apparatus 11.
[0092]
As described above, in the present embodiment, when the customer operates the automatic transaction apparatus 11 to perform the financial transaction, the customer information management system 21 performs the segmentation of the customer based on the transaction result of the financial transaction performed by the customer. And provide the customer with optimal services corresponding to the transaction results. Therefore, customers can be appropriately narrowed down, and services can be efficiently provided.
[0093]
It should be noted that the present invention is not limited to the above-described embodiment, but can be variously modified based on the gist of the present invention, and they are not excluded from the scope of the present invention.
[0094]
【The invention's effect】
As described above in detail, according to the present invention, even if a customer who operates the automatic transaction apparatus is a customer of another company, it is possible to provide its own service.
[Brief description of the drawings]
FIG. 1 is a diagram showing a configuration of a customer database / automated transaction apparatus cooperation system according to a first embodiment of the present invention.
FIG. 2 is a diagram showing an example of information stored in a company customer master database according to the first embodiment of the present invention.
FIG. 3 is a diagram illustrating an example of information stored in a CRM database according to the first embodiment of the present invention.
FIG. 4 is a diagram illustrating an example of a message display screen of a customer operation unit according to the first embodiment of the present invention.
FIG. 5 is a flowchart showing an operation of the customer database / automated transaction apparatus cooperation system according to the first embodiment of the present invention.
FIG. 6 is a first diagram illustrating an example of a message display screen of a customer operation unit according to a third embodiment of the present invention.
FIG. 7 is a second diagram illustrating an example of a message display screen of the customer operation unit according to the third embodiment of the present invention.
FIG. 8 is a first diagram illustrating an example of a message display screen of a customer operation unit according to a fourth embodiment of the present invention.
FIG. 9 is a second diagram illustrating an example of a message display screen of the customer operation unit according to the fourth embodiment of the present invention.
FIG. 10 is a diagram illustrating an example of a message display screen of a customer operation unit according to a fifth embodiment of the present invention.
FIG. 11 is a flowchart showing the operation of a customer database / automated transaction device cooperation system according to a fifth embodiment of the present invention.
FIG. 12 is a diagram illustrating an example of a message display screen of a customer operation unit according to a sixth embodiment of the present invention.
FIG. 13 is a flowchart showing the operation of the customer database / automated transaction device cooperation system according to the sixth embodiment of the present invention.
[Explanation of symbols]
11 automatic transaction equipment
21 Customer Information Management System
22 CRM database
23 Own customer master database
24 Other companies' customer information database
25 Competitor customer master database

Claims (9)

(A) an automatic transaction device;
(B) a customer information management system that includes a customer database and provides service content corresponding to a customer who operates the automatic transaction apparatus;
(C) the customer information management system acquires service content corresponding to the customer from the customer database based on the information received from the automatic transaction device and transmits the service content to the automatic transaction device;
(D) The automatic transaction apparatus displays the service content between financial transactions, wherein the customer database and the automatic transaction apparatus are linked. The customer database-automated transaction device cooperation system according to claim 1, wherein the customer database is constructed based on information received from the automatic transaction device. The customer database / automated transaction device cooperation system according to claim 1 or 2, wherein the service content is a message for guiding a financial product. The customer database / automated transaction apparatus cooperation system according to any one of claims 1 to 3, wherein the customer is an in-house customer or another company's customer. 4. The customer database / automatic transaction device cooperation system according to claim 1, wherein the customer database includes a third-party customer master database that is constructed based on information input to the automatic transaction device. 5. 6. The customer information management system according to claim 1, wherein the customer information management system selects an in-house customer and another company's customer, acquires corresponding service contents from the customer database, and transmits the service content to the automatic transaction device. 7. Customer database and automatic transaction equipment linkage system. The customer information management system according to any one of claims 1 to 6, wherein the customer information management system selects a customer of a specific store and a customer of a general store, acquires service contents corresponding to each of the customers from the customer database, and transmits the acquired service content to the automatic transaction device. Item 2. The customer database / automated transaction device cooperation system according to item 1. The customer information management system according to any one of claims 1 to 7, wherein the customer information management system sorts the transaction into a specific transaction type and a general transaction type, acquires service contents corresponding to each of the types from the customer database, and transmits the service content to the automatic transaction device. Item 2. The customer database / automated transaction device cooperation system according to item 1. The customer database according to any one of claims 1 to 8, wherein the customer information management system selects transaction results, acquires corresponding service contents from the customer database, and transmits the acquired service contents to the automatic transaction device. Automatic transaction device cooperation system.

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