JP2014071550A - Customer management server device - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a convenient customer management server device for enabling a user to confirm reception processing or congestion status in congestion in a store/facility or the like by using a service via the Internet from a portable terminal carried by the user himself or herself, and for enabling the store/facility side to reduce a labor on the introduction of server equipment in this service.SOLUTION: A customer management server device stores congestion status information in a store/facility or the like, and responds to an inquiry about congestion status from a user terminal, and accepts reception processing to manage a queue, and updates the congestion status information as necessary in accordance with a task progress in the store/facility side. The store/facility side is able to reduce a labor on the introduction of equipment by using application software on the Internet for executing a service.

Description

The present invention allows a customer who makes a queue to receive a service, such as a large restaurant, to check the status of the queue in advance, accept the queue and receive a notification of completion of waiting, and The present invention relates to a customer management server apparatus that provides a customer management ASP (Application Service Provider) service capable of canceling an accepted queue.

In stores where a large number of customers come to a particular date and time, such as popular restaurants, bank counters, and event venues, customers can wait for a long time until they receive the desired service. Often there is a need to manage the procession. On the other hand, for customers who are waiting for how far the service is progressing at any time, seats are registered in the order of visits at restaurants, etc., and acceptance numbers at banks, numbered tickets at event venues, etc. By displaying the information, the progress of the matrix is made known. Customers can reduce their stress to some extent by knowing their turn.

Conventionally, for the purpose of shortening the waiting time of customers by such queues, for example, reservations made by telephone at consultation facilities such as medical facilities, barbers / beauty salons, restaurants and banks with high customer prices, etc. A method is used to accept customers and decentralize customer visits. However, with this method, reservations may not be made when customers are concentrated or customers are restricted in time, and are often not adopted at stores where customers are likely to concentrate.

In recent years, mobile phones and personal digital assistants have become widespread, and these are used to provide services for checking vacant seat information and accepting reservations before visiting the target store via a network such as the Internet. Has been. With these services, individual notifications can be sent to each customer from the store side to the user terminals such as mobile phones and personal digital assistants, etc., even when customers are concentrated, It is expected that highly flexible services will be provided.

In recent years, a service form called an ASP service that uses application software on a server owned by a provider (ASP) that provides a service using software via a network such as the Internet has been developed, and services related to queues As for the application software, if this form is used, the store side can easily provide a predetermined service to the customer without installing a dedicated web server.

In Patent Document 1, a vacant seat in a customer seat is mainly obtained in a restaurant or a restaurant by accessing and accessing a homepage in a web server in a store through a network such as the Internet including a public line through a customer-connected mobile phone. A customer management method is shown in which information and reservations are received and the order of waiting is managed, and queue information is transmitted to the customer's mobile phone by e-mail or the like every predetermined period.

Patent Document 2 proposes a reservation management ASP service that performs reservation acceptance and notification of arrival of reservation order at a restaurant or restaurant, and provides the notification of arrival of order to the mail address of the customer's mobile terminal. According to this, the customer only needs to be in the vicinity of the store when the turn arrives, and it is not necessary for the store to place a dedicated server in the store, and the load on the store side is reduced.

JP 2003-99514 A JP 2007-164447 A

However, the customer management method disclosed in Patent Document 1 is customer management by a store server in each store, and a server facility must be introduced for each store, installation of a management system, maintenance after introduction, etc. The load on the store side is great. In the reservation management ASP service in Patent Document 2, the customer's reservation reception at each store, the reservation waiting time and the reservation waiting order are notified to the customer, and search and information provision across a plurality of stores cannot be received. There is a problem.

The present invention has been made in view of the above problems, and its main purpose is to send information on the congestion status of stores across a plurality of stores to a customer, and to wait for a specific store. The object is to provide a customer management server apparatus in a customer management ASP service that cancels and notifies the customer of queue progress information and standby completion.

In order to solve the above-mentioned problems, the present invention provides a transmission / reception means for accepting a plurality of types of requests through a network and returning response data corresponding to each request to the request source, and waiting for each customer who visits the store. A standby table that stores the situation, a member table that associates the member identifier with the notification destination, a store table that associates the store identifier and store location information of the store that uses the ASP service, the store identifier, and the congestion status In response to a standby status request in which a congestion status table storing data and a member identifier and a store identifier are specified, the congestion status table is referred to when there is a record specified by the member identifier and the store identifier in the standby table. The remaining waiting number is sent, and if there is no record, refer to the congestion status table and add a new record to the waiting table. In response to a standby completion request that specifies a member identifier and a store identifier when a store clerk is ready to respond to a waiting customer and a standby reception means that writes predetermined information and transmits the updated waiting number In addition to performing a standby completion process for notifying the customer of the completion of the standby, the guide means for performing the cancellation process for the cancellation request specifying the member identifier and the store identifier, and the busy store request For store search means that transmits information on stores with a short expected waiting time by referring to the situation table, and for store management requests that specify store identifiers, the congestion situation table and the waiting table are referred to to indicate the congestion situation and the waiting situation. A customer management ASP service comprising: store management means for transmitting; and control means for controlling said means. It is a management server device. As a result, it is possible to obtain information on vacant stores from among a plurality of stores, and it is possible to perform standby reception and cancellation for a specific store. This is convenient because notification is made.

The standby reception means of the customer management server device obtains the position of the customer's mobile terminal when the record specified by the member identifier and the store identifier does not exist in the standby table and compares it with the location information of the store. May be out of the standby reception range and the process may be terminated. By doing so, it is possible to prevent a user who is in a remote place and actually cannot go to the store within the waiting time from accepting the waiting.

When the standby completion means of the customer management server device notifies the customer of the standby completion, the standby completion means refers to the member table and obtains the mail address of the member, so that the standby completion means mails the standby completion message. May be transmitted.

When the standby completion means of the customer management server device notifies the customer of the completion of standby, the standby completion message is sent to the standby completion means or store by referring to the member table and acquiring the telephone number of the member. May be notified by phone.

When the standby completion means of the customer management server device notifies the customer of the standby completion, the store clerk may verbally notify the standby completion message in the store. Thus, even when the member is temporarily registered and the e-mail address and the telephone number cannot be acquired, the standby completion notification can be received.

The guide means for performing the cancellation process of the customer management server device may be activated when a store clerk transmits a cancel request from the in-store display terminal in response to a request for cancellation from the customer.

The guidance means for performing the cancellation process of the customer management server device may be activated when the customer accesses the store site using the communication means of the user terminal and transmits a cancellation request from the web page. .

The guidance means for performing the canceling process of the customer management server device periodically monitors the standby table, so that the elapsed time from the start of standby exceeds the threshold or the date and time when the current time is set (the closing time) Etc.), the cancellation process may be automatically started.

According to the present invention, a mobile terminal owned by a user is used by taking a form in which a customer management server device, which is a web server on the network, responds to the behavior of a customer participating in a customer management ASP service. Thus, it is possible to search for a vacant store, know in advance how busy the store is to be visited from now on, and accept a queue to be queued and cancel an accepted queue. On the store side, it is possible to grasp information such as waiting time and congestion status occurring in the store, customer visit history and cancellation status, and it is possible to follow customers who are forced to cancel due to congestion.

It is a figure which shows the whole structure of this embodiment. It is a figure which shows an example of the standby table. It is a figure which shows an example of the member table 192. It is a figure which shows an example of the store table 193. It is a figure which shows an example of the congestion condition table. 2 is a diagram illustrating a hardware configuration of a customer management server device 100. FIG. It is a block diagram explaining the flow of a process of the standby reception means. It is a block diagram explaining the standby completion process of the guide means. It is a block diagram explaining the cancellation process of the guidance means. FIG. 10 is a block diagram for explaining a process of notifying the store congestion status of the store search means 150. FIG. 10 is a block diagram illustrating a process for searching for a vacant store in store search means 150. It is a block diagram explaining the store management means 160. FIG.

Hereinafter, the configuration of one embodiment of the present invention will be described in more detail with reference to the drawings. In this embodiment, a large-scale restaurant such as a family restaurant will be described as an example. Moreover, although only the minimum necessary items are illustrated in the explanation for various databases of the customer management server device, various items derived from these are added and stored in actual operation.

FIG. 1 is a diagram showing an overall configuration of the present embodiment. In FIG. 1, reference numeral 100 denotes a customer management server device that provides a user with information on customer behavior such as the congestion status and standby status of stores participating in the customer management ASP service. One or more user terminals 200 are provided on the Internet. It is a device that provides customer dynamic information of stores. The apparatus includes a computer program (detailed description will be described later) and several databases (detailed description will be described later).

Although the network 500 is shown in a simplified manner, the network 500 is a combination of a plurality of networks via a gateway such as the Internet, and includes a LAN (Local Area Network), a telephone line, a mobile communication network, and the like. This is to enable transmission / reception of information between the user terminal 200, the customer management server device 100, the in-store display terminal 300, and the management information terminal 400.

The customer management server device 100 is a server that provides the user with information related to customer behavior to the user terminal 200, the in-store display terminal 300, and the management information terminal 400, and manages the standby status of each customer who has visited the store. A standby table 191, a member table 192 for managing member information of members who have visited the store, a store table 193 for storing and managing store information of stores participating in the customer management ASP service, and each calculated from the standby table Each database of the congestion status table 194 for managing the congestion status of the store is provided.

The user terminal 200 is a computer that includes a web browser that requests the customer management server device 100 to provide information related to customer behavior, receives the information, and browses the results, and is preferably a global positioning system (GPS). : Positioning system acquisition function using Global Positioning System). The user terminal 200 can be realized by a mobile phone or a mobile terminal.

The in-store display terminal 300 is a terminal operated by a store clerk participating in the customer management ASP service in the store, and has been able to respond to a waiting customer who has already been on standby in the store. A computer equipped with a web browser and a display that displays information related to customer dynamics, when exchanging information about customer dynamics to the customer management server device 100 when informing and receiving a cancellation notice from a waiting customer is there.

The management information terminal 400 is a terminal operated by an administrator of this system (typically, a system administrator who comprehensively manages stores participating in the customer management ASP service) centering on the customer management server apparatus 100. Thus, the computer includes a web browser that exchanges information about customer behavior of each store with the customer management server device 100.

FIG. 2 is a diagram illustrating an example of the standby table 191. One piece of data in the waiting table 191 is created every time a customer visits the store. One record (one record) in the standby table 191 is composed of an order, a member identifier (ID), a store identifier (ID), a standby start date and time, a standby completion date and time, and a status that is the current waiting status. It is an example. The member identifier (ID) reflects the one given in the member table 192.

FIG. 3 is a diagram illustrating an example of the member table 192. One record (one record) in the member table 192 is an example in which a member identifier (ID), a member's name, and a member's telephone number and mail address are configured. One record of the member table 192 is created for one customer registered as a member. From the viewpoint of protecting the personal information of members, it is desirable to operate with a minimum amount of information. In addition, this record is created for each customer even when the customer is not registered as a member at the time of visiting the store or receiving a waiting request from the web page. In this case, only the member identifier (ID) is provisionally given, Other items are blank.

FIG. 4 is a diagram illustrating an example of the store table 193. In this example, one record (one record) in the store table 193 is composed of a store identifier (ID), a store name, and position information. The record of the store table 193 is one in which data is registered for each store that uses the customer management ASP service of the present application, and is normally fixed. The store name is a character string, and the position information is indicated by the store address or the latitude and longitude, and is used to determine whether the store visitor is near the store.

FIG. 5 is a diagram illustrating an example of the congestion status table 194. One record (one record) in the congestion status table 194 is composed of a store identifier (ID), the latest waiting time, the average waiting time, the expected waiting time, and the cumulative number of customers visited today and the update date and time. It is an example. One record is added to the congestion status table 194 every time a record is added to the standby table 191. Based on the information in the waiting table 191 added at this time, the latest waiting time, average waiting time, expected waiting time, and today's cumulative number of customers are calculated, and data is registered. In addition, the date and time when the record was added is recorded as the update date and time.

FIG. 6 is a diagram illustrating a hardware configuration of the customer management server apparatus 100. The customer management server apparatus 100 is a computer system as hardware. As shown in FIG. 5, the customer management server apparatus 100 includes a control unit 101, a storage unit 102, a peripheral device I / F unit 103, an input unit 104, a display unit 105, and a communication unit 106, which are connected via a bus 109. Connected. Note that the hardware configuration shown in FIG. 6 is merely an example, and various configurations can be adopted depending on purposes.

The control unit 101 includes a CPU (Central Processing Unit), a ROM (Read Only Memory), a RAM (Random Access Memory), and the like. The CPU calls a program stored in the storage unit 102, ROM, recording medium or the like to a work memory area on the RAM, executes it, drives and controls each device connected via the bus 109, and performs processing performed by the computer. Realize. The ROM is a non-volatile memory, and permanently stores programs such as a boot program and BIOS of the customer management server device 100, data, and the like. The RAM is a volatile memory, and temporarily stores a program, data, and the like loaded from the storage unit 102, ROM, recording medium, and the like, and includes a work area used by the control unit 101 for performing various processes.

  The storage unit 102 is an HDD (hard disk drive), and stores a program executed by the control unit 101, data necessary for program execution, an OS (operating system), and the like. As for the program, a control program corresponding to an OS (operating system), a program code that functions as standby reception means 130 described later, a program code that functions as guidance means 140, a program code that functions as store search means 150, and A program code that functions as the store management means 160 is stored. Each of these program codes is read by the control unit 101 as necessary, transferred to the RAM, and read and executed by the CPU to function as various means.

  The peripheral device I / F (interface) unit 103 is a port for connecting the peripheral device to the customer management server apparatus 100, and the computer transmits and receives data to and from the peripheral device via the peripheral device I / F unit 103. . The peripheral device I / F unit 103 is configured by USB, IEEE 1394, RS-232C, or the like, and usually has a plurality of peripheral devices I / F. The connection form with the peripheral device may be wired or wireless.

  The input unit 104 inputs data, and includes, for example, a keyboard, a pointing device such as a mouse, and an input device such as a numeric keypad. An operation instruction, an operation instruction, data input, and the like can be performed on the customer management server apparatus 100 via the input unit 104. The display unit 105 includes a display device such as a liquid crystal panel, and a logic circuit (such as a video adapter) for realizing the video function of the customer management server device 100 in cooperation with the display device.

  The communication unit 106 includes a communication control device, a communication port, and the like, and is a wired or wireless communication interface that mediates communication between the customer management server device 100 and the network 500, and communicates with other computers via the network 500. Control communication. The bus 109 is a path that mediates transmission / reception of control signals, data signals, and the like between the devices.

Although not particularly illustrated, the user terminal 200, the in-store display terminal 300, and the management information terminal 400 are also configured in hardware according to the customer management server device 100, and the communication unit includes a communication control device, a communication A communication interface that has a port and the like and mediates communication between each device and the network 500, and includes a communication unit that performs communication control with another computer, in particular, the customer management server device 100 via the network 500. Prepare. In addition, a web browser, which is application software for browsing web pages and transmitting requests with other computers, particularly with the customer management server apparatus 100, is provided using this communication means.

FIG. 7 is a block diagram illustrating the processing flow of the standby reception unit 130. The standby reception unit 130 is a program of the customer management server apparatus 100 that performs processing for receiving a standby request from a user and confirmation processing during standby. First, when a user visits or arrives at a store that he / she wants to use, he / she starts a web browser from the user terminal 200, accesses the site of the store using the communication means of the user terminal, and from the web page of the standby reception, Enter the store ID of the store you want to use and the member ID of the user. The standby reception web page transmits a member ID, a store ID, and a standby reception request to the customer management server device 100 via the communication means of the user terminal using a hyperlink (S11). When the customer management server device 100 receives the standby reception request, the member ID, and the store ID via the transmission / reception unit 110, the customer management server device 100 activates the standby reception unit 130 through the control unit 120. When inputting the member ID of the user, the input of the member ID can be omitted in the case of a customer who has not registered as a member.

The standby reception means 130 refers to the standby table 191 and searches for a record that matches the received member ID and store ID (S13). If it exists, it is evaluated whether or not the status of the record is “standby” (S14). Here, when the status of the record is “waiting”, this request is interpreted as a request for confirmation from the waiting user, and the waiting table 191 is referred to again, and among the “waiting” members, The number of persons whose waiting start date and time is earlier than the corresponding member is calculated as the remaining number of persons waiting (S15), and the remaining number of persons waiting is transmitted to the user terminal 200 via the transmission / reception means 110 (S16). The user terminal 200 receives this using its own communication means, and causes the user terminal to display the remaining waiting number (S17).

The standby reception means 130 has no record that matches the received member ID and store ID in the standby table 191 (including the case where the input of the member ID is omitted) or the status of the record is “standby” If it is not “medium”, this request is interpreted as a standby request from a new user, and a request is made to return the current location information of the user terminal 200 to the user terminal 200 via the transmission / reception means 110. The user terminal 200 receives this using its own communication means, acquires current location information from the global positioning system (GPS), etc., and transmits this information to the customer management server apparatus 100 using the communication means (S18). .

Upon receiving the current location information via the transmission / reception unit 110, the customer management server device 100 returns the process to the standby reception unit 130 through the control unit 120, acquires the received location information of the user terminal 200 (S19), and the designated store The position of the store indicated by the ID is acquired with reference to the store table 193, and the positional relationship between the two is calculated (S20). When the distance is greater than the predetermined distance, the user terminal 200 is notified that it is out of the standby reception range. (S21) and the standby reception process is terminated. If the location where the customer is currently located is far from the location of the store, there is a probability that the time it takes to visit the store will exceed the waiting time or the cancellation rate will increase, resulting in inconvenient results for both the customer and the store. It is to increase.

When the positional relationship between both the user terminal 200 and the store is within a predetermined range, the standby reception unit 130 determines that standby reception is possible, acquires the current number of standby users (S22), and sets the status to “waiting” In addition, 1 is added to the waiting number (S23), and the waiting start time is acquired (S24). Continuing, a new record is created in the standby table 191 and these member ID, store ID, standby start time, and status are written, and an additional record is also created in the congestion status table 194. The time, average waiting time, expected waiting time, and the total number of customers visiting the store today are calculated based on the information in the waiting table 191 and written in these data (S25). It transmits toward the terminal 200 (S26). The user terminal 200 receives and displays this information (S27). In addition, when the input of the member ID is omitted, or when the information for the declared member ID does not exist in the member table 192, a record is newly created in the member table 192, and only the member ID is provisionally given, and other items Is blank.

FIG. 8 is a block diagram for explaining the standby completion process in the guide means 140. Guidance means 140 is implemented when a standby completion process is performed when a standby customer who has already received a standby in the previous standby reception means 130 can respond to the customer and a cancel notification is received from the standby customer. It is a program of the customer management server apparatus 100 which performs the cancellation process to perform.

When a store clerk informs a waiting customer that he / she is available due to a vacant seat, for example, the in-store display terminal 300 is used to display a waiting member list. The target member is confirmed (S31). Next, the store clerk inputs the member ID to be guided to the in-store display terminal 300 (S32). The in-store display terminal 300 transmits a member ID, a store ID, and a standby completion request to the customer management server device 100 via its communication means (S33). When the customer management server device 100 receives the standby completion request, the member ID, and the store ID via the transmission / reception means 110, the customer management server apparatus 100 activates the guidance means 140 through the control means 120.

The guiding unit 140 searches the standby table 191 using the received member ID and store ID as keys, and acquires a corresponding record. Here, the status of the record is set to “standby completion” (S34), and the current time is written in the standby completion time (S35). Further, the latest record of the store is searched in the congestion status table 194, and the waiting number of the record is reduced by 1 (S36). Thereafter, the member table 192 is referred to, the mail address of the received member ID is acquired, a standby completion message for informing that it is possible to respond is created, and the standby completion message is controlled via the transmission / reception means 110. It transmits to the user terminal 200 through 120. When the user terminal 200 receives this message through its own communication means, it displays a standby completion message on the display unit of the user terminal 200.

The standby completion message may be notified by telephone by referring to the member table 192 and acquiring the telephone number of the member ID.

Furthermore, the waiting completion message may be notified verbally by the store clerk in the store when the mail address and telephone number cannot be acquired, such as when the member ID is provisionally registered with reference to the member table 192.

FIG. 9 is a block diagram for explaining the canceling process in the guiding means 140. When the store clerk receives a cancellation notice from the waiting customer, the waiting member list is displayed using the in-store display terminal 300 to confirm the target member (S41). Next, the store clerk inputs the canceled member ID to the in-store display terminal 300 (S42). The in-store display terminal 300 transmits a member ID, a store ID, and a cancel request to the customer management server device 100 through its own communication means (S43). When the customer management server apparatus 100 receives the cancel request, the member ID, and the store ID via the transmission / reception means 110, the customer management server apparatus 100 activates the guidance means 140 via the control means 120.

The guiding unit 140 searches the standby table 191 using the received member ID and store ID as keys, and acquires a corresponding record. Here, the status of the record is set to “cancel” (S44), and the current time is written in the standby completion time (S45). Further, the latest record of the store is searched in the congestion status table 194, and the waiting number of the record is reduced by 1 (S46). After that, referring to the member table 192, the mail address of the received member ID is acquired, a cancel completion message for notifying that the cancellation process is completed is created, and the cancel completion message is transmitted to the control unit 120 via the transmission / reception unit 110. Is transmitted to the user terminal 200 (S47). When receiving this message through its communication means, the user terminal 200 displays a cancellation completion message on the display unit of the user terminal 200 (S48).

The cancellation completion message may be notified by telephone by referring to the member table 192 and acquiring the telephone number of the member ID.

In the above-described cancel processing, the user may start a web browser from the user terminal 200, access the store site using the communication means of the user terminal, and transmit a cancel request. When receiving a cancel instruction from the web page, the customer management server device 100 requests the in-store display terminal 300 of the corresponding store via the transmission / reception means 110 for a cancel process. The in-store display terminal 300 receives the request and transmits the member ID and the store ID to the customer management server device 100 through the operation of the store clerk or automatically to execute the canceling process of the guiding means 140. It may be.

In addition, the guidance unit 140 periodically monitors the standby table 191 so that the elapsed time from the start of standby exceeds the threshold value, or the current time is set to the set date and time (such as closing time). Alternatively, the cancellation process may be automatically started. In this case, the guidance means 140 notifies the in-store display terminal 300 of the corresponding store that the cancel processing has been performed via the transmission / reception means 110, and the in-store display terminal 300 receives this notification via the communication means. The notification is displayed on the display device of the in-store display terminal 300 toward the store clerk.

As for the history of execution of the cancellation process, the store display terminal 300 can grasp the capacity of the store by referring to the standby table 191. For example, for a customer who is forced to cancel due to congestion, the store You may make it the side provide a privilege (for example, provision of a coupon or a point).

10 and 11 are block diagrams for explaining the shop search means 150. FIG. The store search unit 150 is a program of the customer management server device 100 that provides the user with a process of notifying the store congestion status and a process of searching for a vacant store. The user can obtain a desired result by using the store search means 150 when he / she wants to know the congestion level of the store he / she wants to use or searches for a vacant store.

FIG. 10 is a block diagram for explaining the process of notifying the store congestion status of the store search means 150. The user starts a web browser from the user terminal 200, accesses the store site using the communication means of the user terminal, and inputs the store ID of the store to be used from the store search web page. The store search web page uses a hyperlink to transmit a store ID and a congestion status request to the customer management server device 100 via the communication means of the user terminal (S51). When the customer management server device 100 receives the store ID and the congestion status request via the transmission / reception unit 110, the customer management server device 100 activates the store search unit 150 through the control unit 120.

Upon receiving the store ID and the congestion status request (S52), the store search unit 150 extracts the store congestion status indicated by the store ID with reference to the congestion status table 194 in response to the request. Specifically, the latest record of the store is searched in the congestion status table 194, the number of waiting persons, the latest waiting time, and the expected waiting time are extracted from the record, and the data is sent to the user terminal 200 via the transmission / reception means 110. (S53). The user terminal 200 receives this using the communication means and displays the result on the screen (S54).

FIG. 11 is a block diagram illustrating a process for searching for a vacant store in the store search means 150. The user activates a web browser from the user terminal 200, accesses the store site using the communication means of the user terminal, and makes a request to search for a vacant store from the store search web page. The store search web page transmits a vacant store request to the customer management server device 100 via the communication means of the user terminal using a hyperlink (S61). When the customer management server device 100 receives the empty store request via the transmission / reception unit 110, the customer management server device 100 activates the store search unit 150 through the control unit 120.

When the store search means 150 receives an empty store request (S62), the store search means 150 refers to the congestion status table 194 according to the request and extracts an empty store. Specifically, the latest record of each store is searched in the congestion status table 194, and a predetermined number is selected from those records in order of shortest waiting time. Further, a list of the selected store name, number of waiting persons, and expected waiting time is extracted, and the data is transmitted to the user terminal 200 via the transmitting / receiving means 110 (S63). The user terminal 200 receives this using the communication means and displays the result on the screen (S64).

FIG. 12 is a block diagram for explaining the store management means 160. The store management means 160 is a program of the customer management server apparatus 100 that provides a process for notifying the store clerk of the congestion status of the store and the transition of the store visit status. A store clerk requests display of store management information using the in-store display terminal 300 when he / she wants to know the congestion status or store visit status of his / her store. In response to this request, the in-store display terminal 300 transmits its store ID and store management request to the customer management server device 100 via its communication means (S71). When the customer management server device 100 receives the store ID and the store management request via the transmission / reception unit 110, the customer management server device 100 activates the store management unit 160 through the control unit 120.

Upon receiving the store ID and the store management request (S72), the store management means 160 refers to the store standby table 191 and the congestion status table 194 indicated by the store ID in response to the request, and extracts information related to the store. Specifically, a record relating to the store is referred to from the standby table 191 as the standby status, and the customer visit time, standby time, number of cancellations, time until cancellation, and the like are totaled. Moreover, the latest record of a store is searched in the congestion condition table 194 as a congestion condition, and the data in a record are extracted. Then, these data are transmitted toward the user terminal 200 via the transmission / reception means 110 (S73). The user terminal 200 receives this using the communication means and displays the result on the screen (S74).

According to this embodiment, using a mobile terminal owned by a user who is a customer of a store, it is possible to confirm in advance the degree of congestion of the store that the customer wants to visit in the future, or to easily perform a queue reception to join a queue. it can. On the other hand, the store side can accurately grasp the waiting time and congestion status occurring in the store, as well as information such as customer visit history and cancellation status, etc. For customers who are forced to cancel due to congestion Follow-up is also possible. Moreover, since it is an ASP-type service, each process is performed in a server on the Internet, so that the introduction load on the store side can be reduced.

The present invention is not limited to the above-described embodiments, and various modifications and applications are possible within the scope of the claims. For example, in this embodiment, the operation in a large-scale restaurant is described with the operation in mind, but if the customer makes a queue, the operation of the present invention can be performed in stores other than restaurants. Is possible. Moreover, even if it is portable terminals, such as a tablet-type personal computer, as a user terminal, it is possible to implement this invention similarly.

DESCRIPTION OF SYMBOLS 100 Customer management server apparatus 101 Control part 102 Memory | storage part 103 Peripheral equipment I / F part 104 Input part 105 Display part 106 Communication part 110 Transmission / reception means 120 Control means 130 Standby reception means 140 Guidance means 150 Store search means 160 Store management means 191 Standby Table 192 Member table 193 Store table 194 Congestion situation table 200 User terminal 300 In-store display terminal 400 Management information terminal 500 Network

Claims (8)

A transmission / reception means for accepting a plurality of types of requests through a network and returning response data corresponding to each request to the request source;
A waiting table that stores the waiting status of each customer who visits the store;
A member table that associates member identifiers with notification destinations;
A store table that associates store identifiers of stores using the ASP service with store location information;
A congestion status table for storing data indicating the store identifier and the congestion status;
In response to a standby reception request in which a member identifier and a store identifier are specified, when there is a record specified by the member identifier and the store identifier in the standby table, the remaining waiting number is transmitted with reference to the congestion status table. When there is no waiting, a waiting acceptance means for creating a new record in the waiting table by referring to the congestion status table, writing predetermined information, and transmitting the updated waiting number,
When a store clerk becomes available to a waiting customer, a standby completion process is performed to notify the customer of the completion of standby in response to a standby completion request that specifies a member identifier and a store identifier. In response to a cancellation request designating an identifier and a store identifier, a guide means for performing a cancellation process,
In response to an empty store request, a store search means for transmitting information on stores with a short expected waiting time by referring to the congestion status table;
Store management means for referring to the congestion status table and the standby table and transmitting the congestion status and the standby status in response to the store management request specifying the store identifier;
A customer management server device in a customer management ASP service, comprising: a control unit that controls each of the units.     The standby reception means of the customer management server device acquires the position of the customer's mobile terminal when the record specified by the member identifier and the store identifier does not exist in the standby table, and compares it with the location information of the store. The customer management server device according to claim 1, wherein when the distance is more than a predetermined numerical value, the process is terminated outside the standby reception range.     When the standby completion means of the customer management server device notifies the customer of the standby completion, the standby completion means refers to the member table and acquires the mail address of the member, so that the standby completion means outputs a standby completion message. The customer management server device according to claim 1 or 2, which is transmitted by mail.     The standby completion unit of the customer management server device refers to the member table when notifying the customer of the completion of standby, and obtains the telephone number of the member by referring to the member table. The customer management server apparatus according to claim 1 or 2, wherein a store clerk notifies by telephone.     The standby completion means of the customer management server device, when notifying the customer of the completion of standby, the store clerk verbally notifies the standby completion message of the standby completion message in the store. The customer management server device described.     The guide means for performing the cancellation process of the customer management server device is activated when a store clerk transmits a cancel request from the in-store display terminal in response to a cancel request from a customer. The customer management server device according to any one of the above.     The guide means for performing the cancellation processing of the customer management server device is activated when a customer accesses the store site using the communication means of the user terminal and transmits a cancel request from a web page. The customer management server device according to claim 5.     The guidance means for performing the cancellation process of the customer management server device periodically monitors the standby table, so that the elapsed time from the start of standby exceeds the threshold or the current date and time is set. The customer management server device according to any one of claims 1 to 5, wherein a cancel process is automatically started in the event of a failure.

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