JP2009116572A - Customer satisfaction-enhancing system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer satisfaction-enhancing system in which a customer, who receives the provision of articles or services at a counter of a store, receives a telephone call from a call center, through his portable terminal, to contact the call center, while he is waiting for his turn, and the contents of the contact are taken over to a counter, when his turn arrives, not only to provide the customer with full services and enhance his satisfaction, but also to improve the efficiency in counter operations for improving the convenience for the customer and efficiency in business operation at the store. <P>SOLUTION: When many customers form a long waiting line in front of a counter, a customer condition management server transmits, to a call center terminal, instructions which instruct the call center to contact the customers; a customer information management server receives the information on transactions by the customers, which is acquired by the contact from the call center terminal, and stores it; and a counter terminal acquires the information on the transactions by the customers from the customer information management server. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to a customer satisfaction improvement system.

  Conventionally, in stores that perform window operations that provide various services, such as branches of financial institutions such as banks and credit unions, a relatively large number of customers have come to enjoy services for the number of windows. In this case, the customer receives a receipt slip with a receipt number from a receipt terminal such as a receipt card issuing machine, and sits on a waiting seat installed in a waiting corner, and waits until the receipt number is called. Reception processing is being performed. Then, when the reception number is called, the customer goes to a designated window and is received at the window to perform various procedures for enjoying the service.

  As a result, the customer can sit in the waiting seat and wait for the turn without having to form a queue in front of the counter, so that he / she does not feel tired. Further, when the number of people waiting in the queue, the reception number being received at the window, etc. are displayed on the display device, the customer can predict the waiting time to some extent, so that he does not feel mental stress.

  Further, in recent years, the reception terminal is connected to a customer relationship management (CRM) system, and information input by the customer operating the reception terminal is automatically collected and stored as customer information. A processing system is provided (see, for example, Patent Document 1).

The reception processing system includes a sales office system including the reception terminal and a window terminal operated by an operator, a database for storing information collected through a plurality of delivery channels, and a window based on the information stored in the database. The system includes a server that creates business support information, and a support center system connected to the sales office system via a network. Then, when the reception terminal acquires the customer identification information stored in the customer's cash card or the like, the window terminal including information corresponding to the customer is created in advance based on the customer information acquired from the customer identification information To be sent to. Thereby, since the operator can respond appropriately for each customer based on the customer information displayed on the screen of the window terminal, customer satisfaction can be improved.
JP 2003-296556 A

  However, in the conventional system, when the customer performs the action of operating the window terminal, the customer service at the window is made appropriate based on the information stored in the database storing the customer information. , To improve customer satisfaction. Therefore, no service is provided to the customer in a situation where the customer is queued. Therefore, the customer feels dissatisfied because he / she only has to wait until his turn comes and no service is provided.

  The present invention solves the problems of the conventional system, and calls the customer's mobile terminal from the call center to contact the customer during the waiting time of the customer who receives goods and services at the store window. If the customer's turn comes, the customer can take over the contents of the contact to provide the customer with sufficient service, improve customer satisfaction, and improve the efficiency of the customer service. It is an object of the present invention to provide a customer satisfaction improvement system that can improve customer convenience and store business efficiency.

  Therefore, in the customer satisfaction improvement system of the present invention, a reception terminal that is disposed at a branch and operated by a customer, a window terminal that is disposed at a window of the branch and that is operated by an operator of the window, A call center terminal disposed in a call center and operated by an operator of the call center; connected to the call center terminal; connected to a mobile terminal operated by the customer; connected to the reception terminal, a counter terminal and a call center terminal; A customer status management server that monitors the status of the queue; and a customer information management server that is connected to the reception terminal, the counter terminal and the call center terminal and stores the reception information and transaction information of the customer; Is long, the customer status management server contacts the customer through the mobile terminal to the call center terminal. The customer information management server receives and stores the customer transaction information acquired by the contact from the call center terminal, and the window terminal stores the customer transaction information in the customer information management server Get from.

  In another customer satisfaction improving system according to the present invention, the reception terminal issues a number tag on which a reception number is printed, and notifies the customer of window congestion information.

  In still another customer satisfaction improvement system of the present invention, the call center operator operates the call center terminal, refers to the reception information stored in the customer information management server, and based on the customer terminal ID, The mobile terminal is called.

  In still another customer satisfaction improving system of the present invention, the window operator operates the window terminal to acquire the customer transaction information stored in the customer information management server.

  According to the present invention, in the customer satisfaction improving system, during the waiting time of the customer who receives the provision of goods and services at the store window, the customer calls the customer's mobile terminal from the call center, contacts the customer, When the customer's turn comes, the contents of the contact are transferred to the window. Thereby, sufficient service can be provided to the customer and customer satisfaction can be improved. Further, by improving the efficiency of the window business, the convenience of the customer and the business efficiency of the store can be improved.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

  FIG. 1 is a diagram showing a configuration of a customer satisfaction improving system according to an embodiment of the present invention.

  In the figure, reference numeral 10 denotes a customer satisfaction improvement system as a computer system for performing customer reception processing in a store. The reception terminal 11, mobile terminal 12, window terminal 13, call center terminal 14, customer situation management server 21, window A business support server 22, a customer information management server 23, and a network that connects the reception terminal 11, the counter terminal 13, the call center terminal 14, the customer status management server 21, the counter service support server 22, and the customer information management server 23 so that they can communicate with each other. 24.

  Here, the store is, for example, a branch of a financial institution such as a bank, a credit union, a post office, a sales office such as a head office, a travel agency, an agency such as an insurance agency, a store such as a department store or a supermarket, It may be a medical institution such as a pharmacy, a hospital, a public office such as a city hall, a town hall, etc., and it may be in any form as long as it has a window and provides goods and services for a fee or free of charge. Good.

  In the present embodiment, for convenience of explanation, a case will be described in which the store is a store serving as a store that performs a counter service of a financial institution. The customer is a person who requests financial transactions such as deposit and withdrawal of deposits, consults about financial products, purchases financial products, and the like at the window.

  The reception terminal 11 is a single or a plurality of reception terminals, and is preferably disposed at a location away from the window in the store, for example, around a store entrance or a waiting seat. May be provided. Here, the reception terminal 11 is a calculation means such as a CPU or MPU, a storage means such as a semiconductor memory or a magnetic disk, a display means such as a CRT, a liquid crystal display panel or an LED (Light Emitting Diode) panel, and an audio output such as a speaker. Means, keyboard, joystick, touch panel, pen input tablet and other input means, communication interface, printer, etc. Peripheral equipment necessary for a general-purpose small computer such as a personal computer is attached Although it may be a thing, it is desirable that it is a terminal device for exclusive use.

  The reception terminal 11 is connected to the customer situation management server 21 via the network 24 so that they can communicate with each other. The customer status management server 21 stores reception information transmitted at a timing when the customer presses the reception button on the reception terminal 11 and the expected waiting time. The reception information includes a customer ID, a reception time, a customer terminal ID, and the like.

  Here, the customer status management server 21 is a computing means such as a CPU or MPU, a storage means such as a semiconductor memory or a magnetic disk, an input means such as a keyboard, a joystick, a touch panel or a pen input tablet, a CRT, a liquid crystal display, or an LED display. And a display unit such as an input / output interface and a communication interface, and is connected to the network 24. Thereby, the reception information and the expected waiting time can be transmitted to the reception terminal 11. In addition, the status of the customer queue is monitored, the call center terminal 14 is instructed to deal with the waiting customer, and information is deleted when the queue is released.

  The mobile terminal 12 is carried and operated by a customer, but may be owned by the customer or rented by the store to the customer. Here, the portable terminal 12 is an arithmetic unit such as a CPU or MPU, a storage unit such as a semiconductor memory or a magnetic disk, an input unit such as a keyboard, a joystick, a touch panel, or a pen input tablet, a display such as a CRT, a liquid crystal display, or an LED display. A computer comprising means, an input / output interface, a communication interface, and the like. The mobile terminal 12 has a communication function such as a mobile phone, a PHS (Personal Handy-Phone System) phone, a PDA (Personal Digital Assistant), a portable personal computer, an electronic notebook, a game machine, etc., and can transmit and receive data. Any device can be used as long as it is possible, but it is desirable that it has a voice call function like a mobile phone or a PHS phone. Note that the number of mobile terminals 12 is one or more, and the number can be arbitrarily set.

  In the present embodiment, the call center terminal 14 can communicate with the mobile terminal 12 wirelessly, and the call center operator contacts the customer by calling the mobile terminal 12 and making a voice call. Can do. In addition, a function of detecting the queue state at the sales counter in conjunction with the reception terminal 11 and listening to the customer's desired transaction content through the mobile terminal 12 held by the customer before the transaction processing by the sales counter operator. When the queue is released, it has a function of transmitting the transaction content desired by the customer to the window terminal 13.

  The window terminal 13 includes a CPU, an MPU and other arithmetic devices, a magnetic disk, a storage device such as a semiconductor memory, an input device such as a keyboard, a mouse and a touch panel, a CRT, a liquid crystal display. And a display device such as a communication interface, a printing machine, and the like. Then, the operator of the branch office, which is a teller in the bank, operates the counter terminal 13 to perform various operations such as financial processing such as deposit, withdrawal, transfer, and bankbook entry, opening an account, and setting up a time deposit. In addition, various information such as information on the customer's address, name, etc., customer information collected and stored in advance, and detailed information on financial products and the like are acquired. Further, the window terminal 13 has a function of searching for various information such as a function for displaying, setting, correcting, and changing the negotiation schedule, and detailed information on customer information and financial products.

  The call center terminal 14 is a computer disposed in the call center, and is a computing device such as a CPU or MPU, a storage device such as a magnetic disk or a semiconductor memory, an input device such as a keyboard, a mouse, or a touch panel, a CRT, a liquid crystal display. A display device, a communication interface, a printing machine, and the like. The call center is a center for receiving and answering various inquiries and consultations from customers regarding financial products provided by financial institutions by telephone. In addition to the call center terminal 14, the call center is provided with a CTI (Computer Telephony Integration) server, a telephone for an operator, etc. (not shown) so that the operator can answer inquiries from customers by telephone or Detailed information about products etc. can be provided by telephone. Further, the call center terminal 14 has a function of searching for various information such as a function for displaying, setting, correcting and changing the negotiation schedule, and detailed information on customer information, financial products, and the like.

  The customer information management server 23 is a CRM server, which is a calculation device such as a CPU or MPU, a storage device such as a magnetic disk or a semiconductor memory, an input device such as a keyboard or a mouse, a display device such as a CRT or a liquid crystal display. The computer includes a communication interface and stores customer information related to each customer in a database (not shown) for management. The customer information includes information related to basic customer attributes such as customer ID, address, name, age, occupation, income, family composition, etc., that is, customer basic attribute information, and history related to past account transactions. Account transaction information such as Furthermore, it is desirable to include campaign information provided to customers, campaign history regarding messages, etc., contact history as history regarding contacts with customers, and the like.

  The window service support server 22 includes a CPU, an MPU and other arithmetic devices, a magnetic disk and a storage device such as a semiconductor memory, a keyboard and an input device such as a mouse, a display device such as a CRT and a liquid crystal display, a communication interface and the like. A sales support application that provides explanations to customers is provided, and contents for explaining financial products such as investment trusts, insurance, and pensions and for executing contracts are displayed on the screen of the window terminal 13. Further, the transaction information, customer information, campaign history, contact history, etc. of the customer are acquired from the customer information management server 23 and displayed on the screen of the window terminal 13.

  Next, the operation of the customer satisfaction improving system having the above configuration will be described.

  FIG. 2 is a diagram showing the operation of the customer satisfaction improving system in the embodiment of the present invention.

  First, a customer who visits a sales office operates the reception terminal 11, inputs his / her own attribute information such as name and age, authenticates the user, and selects a service desired to be provided (FIG. 2). (1)). In this case, a customer identifying item, for example, a cash card is inserted into the card slot of the receiving terminal 11.

  Then, the reception terminal 11 starts the reception process of the customer situation management server 21 by the customer identification trigger ((2) in FIG. 2). Then, the customer status management server 21 transmits and registers reception information such as a customer ID, a reception time, and a customer terminal ID to the customer information management server 23 (FIG. 2 (3)). Further, the customer situation management server 21 accesses the counter business support server 22 and acquires information related to counter congestion, that is, counter congestion information (FIG. 2 (4)).

  Subsequently, the customer situation management server 21 instructs the reception terminal 11 to perform reception, and issues a number tag (FIG. 2 (5)). Then, the said reception terminal 11 alert | reports the counter congestion information with respect to a customer with the ticketing of a number tag, and when a counter is crowded, guides a prior transaction and obtains a customer's consent (FIG. 2 (6)). . It is assumed that the customer confirms the presence / absence of the mobile terminal 12 and the customer terminal ID in advance, and the mobile terminal 12 is lent to the customer if necessary.

  Further, when the counter is congested, the customer status management server 21 instructs the reception terminal 11 to perform reception and issues a number tag, and also instructs the call center terminal 14 to contact the customer. Then, an instruction to contact the customer is transmitted through the portable terminal 12 (FIG. 2 (7)).

  Then, the call center operator operates the call center terminal 14, refers to the customer information including the reception information stored in the customer information management server 23, and acquires the customer transaction information in the customer terminal ID. Based on this, the mobile terminal 12 held by the customer is called, that is, the customer is called (FIG. 2 (8)). Then, the call center operator hears the transaction details and listens to the customer transaction details through the mobile terminal 12 (FIG. 2 (9)). Subsequently, the transaction information is registered by operating the call center terminal 14, and the transaction content heard from the customer is registered in the customer information management server 23 (FIG. 2 (10)). At the same time, the call center operator provides support for transactions such as confirmation of the description contents of slips to the customer, guidance on the status of the queue, and responds to simple proposals and consultations desired by the customer.

  When the customer knows that his / her turn in the counter has come, he / she goes to the designated counter (FIG. 2 (11)). The counter operator operates the window terminal 13 to inquire the customer information management server 23 using the receipt number of the number tag possessed by the customer as a key, and obtains transaction information together with the customer information of the customer (FIG. 2 ( 12)). The transaction information includes a customer ID, a receipt number, transaction details, and the like. Thereby, the transaction information of the customer is displayed on the screen of the window terminal 13 (FIG. 2 (13)). The operator of the counter conducts a transaction with the customer after understanding the transaction content.

  When the transaction is completed, if the operator of the counter lends the customer terminal 12, the counter operator collects the customer terminal 12 and operates the window terminal 13 to operate the customer status management server 21 and the customer information management server 23. Notify completion of. This completes all processing.

  As described above, in the present embodiment, the customer satisfaction improvement system 10 includes a customer status management server 21 that monitors the status of customer queues, and customer information management that stores customer information such as reception information and transaction information. A server 23 is provided, and a transaction event (detection of a waiting state) is generated at the same time as reception, and the customer terminal 11, the contact terminal 13, and the call center terminal 14 cooperate with each other to respond to customers. This can relieve the customer's feeling that they have been waiting for a long time before the transaction and improve customer satisfaction.

  In other words, to monitor customer waiting status at the sales office, contact the customer from the call center operator to find out the requirements as necessary, and to guide customers smoothly to the counter to improve customer satisfaction. Can do.

  In the present embodiment, the customer situation management server 21 and the customer information management server 23 have been described as separate servers, but may be a single server having the respective functions.

  In addition, this invention is not limited to the said embodiment, It can change variously based on the meaning of this invention, and does not exclude them from the scope of the present invention.

It is a figure which shows the structure of the customer satisfaction improvement system in embodiment of this invention. It is a figure which shows operation | movement of the customer satisfaction improvement system in embodiment of this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 Customer satisfaction improvement system 11 Reception terminal 12 Mobile terminal 13 Window terminal 14 Call center terminal 21 Customer situation management server 22 Window business support server 23 Customer information management server

Claims (4)

(A) a reception terminal disposed in a sales office and operated by a customer;
(B) a window terminal disposed at the window of the sales office and operated by an operator of the window;
(C) a call center terminal disposed in the call center and operated by an operator of the call center;
(D) a mobile terminal connected to the call center terminal and operated by the customer;
(E) a customer status management server that is connected to the reception terminal, the counter terminal, and the call center terminal and monitors the status of the queue at the counter;
(F) a customer information management server that is connected to the reception terminal, the window terminal, and the call center terminal and stores the reception information and transaction information of the customer;
(G) When the queue at the window is long, the customer status management server sends an instruction to the call center terminal to contact the customer through the mobile terminal;
(H) The customer information management server receives and stores customer transaction information acquired by the contact from a call center terminal;
(I) The customer satisfaction improving system, wherein the window terminal acquires the customer transaction information from the customer information management server. The customer satisfaction improvement system according to claim 1, wherein the reception terminal issues a number tag printed with a reception number and notifies the customer of window congestion information. The customer satisfaction degree according to claim 1, wherein the call center operator operates the call center terminal, refers to reception information stored in a customer information management server, and calls the portable terminal based on a customer terminal ID. Improvement system. The customer satisfaction improvement system according to claim 1, wherein the window operator operates the window terminal and acquires the transaction information of the customer stored in a customer information management server.

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