JP2020144734A - Reservation system, management device, and reservation method - Google Patents

Abstract

To accomplish a support of a proper staff member regarding a visit reservation of a customer to a store of a financial institution, and to accomplish smooth processing.SOLUTION: A reservation management device 20 is configured to, when receiving a store scheduled for visit, date/time scheduled for the visit, and objective of the visit from a terminal device 10 (S1), identify a staff member dealing with a customer with reference to staff member data (S2), and determine a reservation of the customer (S3). The reservation management device 20 is configured to notify a reservation ID and reservation content (S4). The terminal device 10 is configured to issue two-dimensional code of the reservation ID, and display the two-dimensional code (S4a). A store management device 30 is configured to store reservation data associating the reservation ID and reservation content. When the customer makes a reception device 40 read the two-dimensional code, the reception device 40 is configured to decode the two-dimensional code to thereby acquire the reservation ID, and transmit a visit notice to the store management device 30 (S5). The store management device 30 is configured to refer to the reservation data on the basis of the reservation ID included in the visit notice, and call the staff member identified to deal with the customer (S6).SELECTED DRAWING: Figure 1

Description

The present invention relates to a reservation system for making a reservation for a customer's visit to a store of a financial institution, a management device for accepting the reservation, and a reservation method.

Conventionally, a financial institution has installed a reception device and operates the reception device to guide customers to the counter in the order of the reception numbers received, thereby improving the efficiency and facilitation of customer service.

Further, there is also known a technique that allows a financial institution to grasp information on a customer who visits a store in advance by accepting a reservation for visiting the store (see, for example, Patent Document 1).

Japanese Unexamined Patent Publication No. 2004-021889

However, the conventional technique has a problem that even if a customer who has made a reservation comes to the store, it is not always possible to provide a sufficient response. This is because the operations of financial institutions are diverse, and employees who have the ability to meet the purpose of the customer are not always available.

Specifically, first of all, financial institutions carry out various operations such as lending, deposit management, deposits and withdrawals, and remittances. Furthermore, due to financial liberalization, inheritance, foreign currency deposits, investment trusts, insurance, securities, etc. will be included in the business.

On the other hand, financial institutions are making efforts without reducing the number of people, and not all employees can handle a wide variety of tasks. Therefore, even if a customer visits a store, there is a possibility that it cannot be processed smoothly due to the absence of a person in charge of highly specialized work.

From these facts, it has become an important issue how to realize appropriate response of the person in charge and to realize smooth processing for the customer's visit reservation to the store of the financial institution.

The present invention has been made to solve the above-mentioned problems of the prior art, and realizes an appropriate person in charge of making a reservation for a customer's visit to a store of a financial institution, and realizes smooth processing. With the goal.

In order to solve the above-mentioned problems and achieve the object, the present invention is a reservation system for making a reservation for a customer's visit to a store of a financial institution, and the customer's visit time and the person in charge corresponding to the customer. It is characterized in that it is provided with a receiving means for receiving the information related to the above and a specific means for identifying the person in charge corresponding to the customer based on the information related to the person in charge received by the receiving means.

Further, the present invention is a reservation system including a terminal device operated by a customer and a management device that accepts a store visit reservation of a financial institution received from the terminal device, and the management device is the customer visit. It is provided with a reception means for receiving information on the person in charge corresponding to the customer and a specific means for identifying the person in charge corresponding to the customer based on the information on the person in charge received by the reception means. It is characterized by.

Further, in the present invention, the reception means is assigned to the work in charge of each person in charge, provided that the reception means receives the visit time by the first reception means and the first reception means. A notification means for notifying the terminal device of the person in charge including at least one of the information and the information related to the qualification of each person in charge and the free time of each person in charge, and the person in charge notified by the notification means. It is characterized by having a second reception means for receiving information specifying a person in charge designated by the customer based on the person information as information related to the person in charge.

Further, in the present invention, in the above invention, when the reservation including the person in charge corresponding to the customer is confirmed, the management device notifies the person in charge terminal operated by the person in charge of the reservation information. It is characterized by further providing means.

Further, the present invention is characterized in that, in the above invention, the receiving means receives information related to the business desired by the customer to the person in charge as information related to the person in charge.

Further, the present invention is characterized in that, in the above invention, the specific means identifies the person in charge corresponding to the customer based on the information related to the business desired by the customer to the person in charge received by the reception means. To do.

Further, in the present invention, the specific means corresponds to the customer based on the information related to the business desired by the customer to the person in charge and the related business related to the business in charge received by the reception means. It is characterized by identifying the person in charge.

Further, in the above invention, in the above invention, at least one of the cases where the person in charge specified by the specific means is located in another store and the case where only the correspondence at another time is possible. The terminal device is further provided with a notification means for notifying the terminal device of whether or not the store or time can be changed.

Further, in the above invention, in the above invention, when the customer has a high degree of specialization in information related to the business desired by the person in charge, the terminal device of another company that does not belong to the financial institution can be used. On the other hand, it is characterized by further providing a dispatch request means for requesting the dispatch of a specialist.

Further, the present invention is a management device that accepts a visit reservation to a store of a financial institution received from a terminal device operated by the customer, and receives information on the customer's visit time and the person in charge corresponding to the customer. The means is provided with a means and a specific means for identifying a person in charge corresponding to the customer based on the information related to the person in charge received by the reception means.

Further, the present invention is a reservation method in a reservation system having a terminal device operated by a customer and a management device that accepts a store visit reservation to a store of a financial institution received from the terminal device. A reception process for receiving information on a customer's visit time and a person in charge corresponding to the customer, and a specific process for identifying a person in charge corresponding to the customer based on the information on the person in charge received by the reception process. It is characterized by including.

According to the present invention, when a customer makes a reservation for a visit to a store of a financial institution, an appropriate person in charge can respond and a smooth process can be realized.

FIG. 1 is an explanatory diagram for explaining the concept of the reservation system according to the present embodiment. FIG. 2 is a system configuration diagram showing the configuration of the reservation system. FIG. 3 is a functional block diagram showing a functional configuration of the reservation management device. FIG. 4 is an explanatory diagram of a specific example of data stored in the reservation management device. FIG. 5 is a functional block diagram showing a functional configuration of the store management device. FIG. 6 is a functional block diagram showing a functional configuration of the reception device. FIG. 7 is a flowchart showing a processing procedure of the reservation management device. FIG. 8 is an explanatory diagram of an example of business handled at a financial institution store. FIG. 9 is an explanatory diagram of a specific example of notification of a candidate in charge. FIG. 10 is an explanatory diagram of a case where preparations are made when visiting a store at the time of reservation. FIG. 11 is an explanatory diagram when the guide is sent according to the schedule of the person in charge.

Hereinafter, examples of the reservation system, management device, and reservation method according to this embodiment will be described with reference to the attached drawings.

<Concept of reservation system according to this embodiment>
FIG. 1 is an explanatory diagram for explaining the concept of the reservation system according to the present embodiment. The reservation system shown in FIG. 1 includes a store management device 30 and a reception device 40 in a store of a financial institution, and a reservation management device 20 outside the store. Further, the reservation management device 20 can communicate with a terminal device 10 such as a computer or a smart phone via a predetermined network.

When a customer makes a reservation for a visit to a financial institution, he / she operates a terminal device 10 (for example, a smartphone, a personal computer, etc.) to access the reservation management device 20, the store scheduled to visit, the date and time scheduled to visit the store, and the store visit. The purpose of is transmitted (S1). The reservation management device 20 manages the work that can be handled by each person in charge and the free time as the person in charge data for the person in charge of dealing with the customer at the store of the financial institution.

When the reservation management device 20 receives the store scheduled to visit the store, the date and time scheduled to visit the store, and the purpose of the store visit transmitted by the terminal device 10, the reservation management device 20 refers to the person in charge data based on the received information and assigns the person in charge corresponding to the customer. Identify (S2) and confirm the customer's reservation (S3). The reservation management device 20 assigns a reservation ID that uniquely identifies the confirmed reservation, and notifies the reservation ID and the reservation content (S4). The notification destinations of the reservation notification are the terminal device 10 of the access source and the store management device 30 installed in the corresponding financial institution store.

Upon receiving the reservation notification, the terminal device 10 displays the confirmed reservation content, and issues and displays a two-dimensional code in which information including at least the reservation ID is encoded (S4a). Further, the store management device 30 that has received the reservation notification stores the reservation data in which the reservation ID and the reservation contents are associated with each other. The reservation details include the person in charge, and it is desirable to notify the person in charge of the reservation.

After that, when the customer visits a financial institution store and causes the reception device 40 to read the two-dimensional code, the reception device 40 decodes the two-dimensional code to acquire the reservation ID, and sends a store visit notification including the reservation ID to the store management device 30. (S5). When the store management device 30 receives the store visit notification, the store management device 30 refers to the reservation data based on the reservation ID included in the store visit notification and calls the corresponding person in charge (S6). The two-dimensional code read by the reception device 40 may be a printed matter or may be displayed by the terminal device 10 or the like. For example, when making a reservation from a personal computer, the two-dimensional code can be printed by a printer connected to the personal computer, or the two-dimensional code can be transferred to a smartphone so that it can be brought to a store.

In this way, in the reservation system for making a reservation for a customer's visit to a store of a financial institution, the reservation management device 20 receives and takes charge of information related to the selection of the person in charge such as the customer's visit time, store visit date and time, and store visit purpose. By identifying the person in charge corresponding to the customer based on the information related to the selection of the person, it is possible to realize the response by an appropriate person in charge and realize smooth processing.

<System and device configuration>
Next, the configuration of the reservation system will be described. FIG. 2 is a system configuration diagram showing the configuration of the reservation system. As shown in FIG. 2, a store management device 30 is provided in a store of a financial institution. The store management device 30 is connected to the reception device 40 and can communicate with the person in charge terminal 50 possessed by each of a plurality of people in charge of the store. Although not shown, a plurality of stores have a similar configuration.

The reservation management device 20 is connected to a store management device 30 installed in each of the stores of a plurality of financial institutions. Then, the reservation management device 20 can communicate with the terminal device 10 such as a computer or a smart phone via a predetermined network.

FIG. 3 is a functional block diagram showing a functional configuration of the reservation management device 20. As shown in FIG. 3, the reservation management device 20 includes a display unit 21, an input unit 22, a communication unit 23, a storage unit 24, and a control unit 25.

The display unit 21 is a display device such as a liquid crystal display. The input unit 22 is an input device such as a keyboard and a mouse. The communication unit 23 is a communication interface that communicates with the terminal device 10 and the store management device 30.

The storage unit 24 is a storage device such as a hard disk device, and stores the person in charge data 24a and the reservation data 24b. The person in charge data 24a manages the work that can be handled by each person in charge and the free time of the person in charge of dealing with the customer at the financial institution store. In this person in charge data 24a, in order to manage the person in charge of a plurality of stores, the store to which the person in charge belongs is included in the item. The reservation data 24b is data for managing a confirmed reservation. The reservation data 24b includes a reservation ID that uniquely identifies the reservation and a reservation content as items. In addition, the reservation contents include customer information, scheduled visit date and time, purpose, store, person in charge, and the like.

The control unit 25 is a control unit that controls the reservation management device 20 as a whole, and has a reception unit 25a, a person in charge identification unit 25e, a reservation notification unit 25f, a changeability notification unit 25g, and a dispatch request unit 25h. Actually, the programs corresponding to these functional units are stored in a ROM or non-volatile memory (not shown), and these programs are loaded into the CPU (Central Processing Unit) and executed, so that the reception unit 25a is in charge. The person identification unit 25e, the reservation notification unit 25f, the changeability notification unit 25g, and the dispatch request unit 25h are made to execute the corresponding processes.

The reception unit 25a accepts information such as the customer's visit date and time, the store scheduled to visit, and the person in charge corresponding to the customer. Specifically, the reception unit 25a further includes a condition reception unit 25b, a candidate notification unit 25c, and a nomination reception unit 25d.

The condition reception unit 25b functions as a first reception means for receiving a store visit date and time, a store scheduled to be visited, and the like as reservation conditions. The candidate notification unit 25c refers to the person in charge data 24a based on the reservation condition received by the condition reception unit 25b, extracts the person in charge candidate, and notifies the terminal device 10. In this notification, the work in charge of each person in charge extracted, the qualifications possessed, the free time, etc. are provided as information on the candidate person in charge. The nomination reception unit 25d functions as a second reception means for receiving information that identifies the person in charge designated by the customer based on the notified person in charge candidate as information related to the person in charge.

In this way, the reception unit 25a can extract the person in charge candidate from the store and the date and time and accept the nomination of the person in charge. Further, if the customer appoints a specific person in charge as a condition of the reservation, it is possible to select the date and time of the reservation from the free time of the designated person in charge. It is also possible to extract candidate persons in charge based on the purpose of visiting the store and the skills and qualifications required of the person in charge.

The person in charge identification unit 25e is a processing unit that identifies the person in charge corresponding to the customer based on the information related to the person in charge received by the reception unit 25a. If the information related to the person in charge received by the reception unit 25a is the nomination of the person in charge, the person in charge identification unit 25e specifies the person in charge who has been nominated as the person in charge corresponding to the customer. In addition, if the information related to the person in charge received by the reception department 25a is information related to work such as skills and qualifications required of the person in charge, the person in charge identification unit 25e is asked by the person in charge having the desired skill or qualification. Identify the person who corresponds to the customer. It is also possible to estimate the related work related to the work in charge from the information related to the work desired by the person in charge, and to specify the person in charge corresponding to the customer by further adding skills and qualifications related to the related work. For example, if an insurance business is requested, securities will be the related business, and a person in charge who has knowledge of both insurance and securities will handle it. This is because when consulting about insurance, it can be predicted that there is a possibility of shifting to securities. The relationship between operations may be managed by any method such as setting up a separate table and managing it.

When the person in charge corresponding to the customer is specified by the person in charge identification unit 25e, the reservation notification unit 25f confirms the reservation, generates a reservation ID, associates the reservation ID with the reservation content, and registers it in the reservation data 24b. .. After confirming the reservation, the reservation notification unit 25f notifies the reservation ID and the reservation contents as reservation information. The notification destinations of the reservation notification are the terminal device 10 operated by the customer and the person in charge terminal 50 operated by the person in charge. The notification to the person in charge terminal 50 is performed via the store management device 30.

The changeability notification unit 25g is used for the terminal device 10 when the person in charge specified by the person in charge identification unit 25e is located in another store or can only respond at another time. Notify whether the store or time can be changed. In this case, the person in charge identification unit 25e is in charge of the person in charge who completely satisfies the specified conditions for the store and the date and time but does not meet the other conditions, and the person in charge who satisfies the other conditions by changing the store and the date and time. The person will be identified and the customer will be notified.

The dispatch requesting unit 25h performs a process of requesting the dispatch of a specialist to a terminal device of another company that does not belong to a financial institution when the person in charge has a high degree of specialization in information related to the desired business. By dispatching specialists from outside in this way, it is possible to provide high-quality services even for highly specialized work.

FIG. 4 is an explanatory diagram of a specific example of data stored in the reservation management device 20. The person in charge data 24a shown in FIG. 4A corresponds to the person in charge ID that uniquely identifies the person in charge, the name of the person in charge, the affiliation of the person in charge, the availability of reservation indicating the free time, and the work in charge. It is the attached data.

In FIG. 4A, the person in charge ID “T001” has the name “AB”, the affiliation “C store”, the reservation availability “2/21 10:00 possible, 2/21 10:30 rejection, 2/21 11: "00 No" and "Deposit / Withdrawal, Large Deposit" are associated with each other. In addition, the person in charge ID "T002" has the name "DE", the affiliation "C store", whether the reservation is possible or not "2/21 10:00, 2/21 10:30, 2/21 11:00", in charge Business "loan consultation, loan" etc. are associated.

The reservation data 24b shown in FIG. 4B is data in which a reservation ID that uniquely identifies the reservation, a date and time of the reservation, a purpose, a person in charge ID, and the like are associated with each other. In FIG. 4B, the reservation ID “Y073” is associated with the date and time “2/21 11:00”, the purpose “loan consultation”, the person in charge ID “T002”, and the like.

FIG. 5 is a functional block diagram showing a functional configuration of the store management device 30. As shown in FIG. 5, the store management device 30 includes a display unit 31, an input unit 32, a communication unit 33, a storage unit 34, and a control unit 35.

The display unit 31 is a display device such as a liquid crystal display. The input unit 32 is an input device such as a keyboard and a mouse. The communication unit 33 is a communication interface that communicates with each device in the store and the reservation management device 20 outside the store.

The storage unit 34 is a storage device such as a hard disk device, and stores the person in charge data 34a and the reservation data 34b. The person in charge data 34a manages the work that can be handled by each person in charge and the free time of the person in charge of dealing with the customer at the financial institution store. The person in charge data 34a manages the person in charge of the own store, and may be linked with the personnel data of the own store. The reservation data 34b includes a reservation ID that uniquely identifies the reservation and a reservation content as items. The reservation data 34b is received from the reservation management device 20 and stored.

The control unit 35 is a control unit that controls the store management device 30 as a whole, and performs various processes related to the operation of the financial institution store. In addition, the control unit 35 has a person in charge management unit 35a, a reservation management unit 35b, and a store visit processing unit 35c as functional units characteristic of this embodiment. Actually, the programs corresponding to these functional units are stored in a ROM or non-volatile memory (not shown), and by loading and executing these programs in the CPU, the person in charge management unit 35a and the reservation management unit 35b And the store visit processing unit 35c are to execute the corresponding processes.

The person in charge management unit 35a is a processing unit that manages the information of the person in charge belonging to the own store. The person in charge management unit 35a reflects the change in the schedule and free time of the person in charge in the person in charge data 34a, for example, based on the access from the person in charge terminal 50. In addition, even if there is a change in the skill evaluation of the person in charge, the qualifications possessed, the work in charge, etc., it is reflected in the person in charge data 34a. When the person in charge management unit 35a updates the person in charge data 34a, the person in charge management unit 35a transmits the update content to the reservation management device 20, and causes the person in charge data 24a of the reservation management device 20 to perform the same update as the person in charge data 34a.

The reservation management unit 35b is a processing unit that manages customer visit reservations. Specifically, when the reservation management unit 35b receives the reservation notification from the reservation management device 20, the reservation management unit 35b associates the reservation ID shown in the reservation notification with the content of the reservation and adds it to the reservation data 34b. In addition, a notification about the reservation is transmitted to the person in charge terminal 50 of the person in charge indicated in the contents of the reservation.

The store visit processing unit 35c processes the customers who have visited the store. Specifically, when the store visit processing unit 35c receives the store visit notification including the reservation ID from the reception device 40, the store visit processing unit 35c refers to the reservation data 34b based on the reservation ID included in the store visit notification, and is in charge of the corresponding person in charge. The person in charge is called by sending a notification notifying the customer's visit to the person terminal 50. Although details will be omitted, the store visit processing unit 35c can manage the reception number issued by the reception device 40 and the processing status at the counter, and can guide the customer to the counter according to the reception number.

FIG. 6 is a functional block diagram showing a functional configuration of the reception device 40. As shown in FIG. 6, the reception device 40 includes a display operation unit 41, a code reader 42, a printer 43, a communication unit 44, and a control unit 45.

The display operation unit 41 is a liquid crystal touch panel display or the like, and is used for input reception of transaction contents, output of guidance, and the like. The code reader 42 is a unit that reads a two-dimensional code issued at the time of reservation. The printer 43 is used for printing a reception number or the like. The communication unit 44 is a communication interface that communicates with the store management device 30.

The control unit 45 is a control unit that controls the reception device 40 as a whole, and has a reception number issuing unit 45a and a reservation customer visit notification unit 45b.

The reception number issuing unit 45a issues a reception number according to the input transaction content for the customer who has visited the store. The issued reception number is output by displaying it on the display operation unit 41 or printing it by the printer 43. In addition, it is also possible to calculate the waiting time and display it on the display operation unit 41.

When the code reader 42 reads the two-dimensional code, the reservation customer visit notification unit 45b decodes the two-dimensional code to acquire the reservation ID, and transmits the store visit notification including the reservation ID to the store management device 30. Do.

<Explanation of operation>
FIG. 7 is a flowchart showing a processing procedure of the reservation management device 20. First, the condition reception unit 25b of the reservation management device 20 accepts the store visit date and time, the purpose, and the like from the terminal device 10 as reservation conditions (step S101).

When the business is not specified as a reservation condition (step S102; No), the candidate notification unit 25c refers to the person in charge data 24a and sets the person in charge who has the same visit date and time specified as the reservation condition. It is extracted as a candidate (step S107), and the information of the person in charge candidate is notified to the terminal device 10 (step S108). Then, the nomination reception unit 25d receives the information for identifying the person in charge designated by the customer based on the notified person in charge candidate as the information related to the person in charge (step S109), and proceeds to step S110.

If the work is specified as a condition of the reservation (step S102; Yes), the person in charge identification unit 25e refers to the person in charge data 24a and extracts a person who can take charge of the designated work as a person in charge candidate. (Step S103). In addition, if there is a business related to the designated business, a person in charge candidate including the related business is extracted (step S104). Then, if the store and date and time indicated in the reservation conditions match the store and free time of the person in charge candidate (step S105; Yes), the person in charge candidate is selected and the process proceeds to step S110.

If the store and date and time indicated in the reservation conditions do not match the store and free time of the person in charge candidate (step S105; No), the changeability notification unit 25g will refer to the terminal device 10 at the store or time. (Step S106), and the process proceeds to step S101.

In step S110, the person in charge identification unit 25e identifies the person in charge. If the person to be identified or the customer finally directly specifies the person in charge, the person in charge is the designated person. In addition, when extracted from business and related business and selected by store and date and time, the person in charge is specified from the selected person.

After that, the reservation notification unit 25f confirms the reservation, generates a reservation ID, associates the reservation ID with the reservation content, and registers it in the reservation data 24b (step S111). Further, the reservation notification unit 25f notifies the reservation ID and the reservation contents as reservation information (step S112) after confirming the reservation, and ends the process. At the time of reservation notification, it is also possible to request the dispatch of a specialist to the terminal device of another company that does not belong to the financial institution. Specialized personnel are, for example, insurance sales personnel (explaining insurance) and tax accountants (consulting on inheritance tax filing, etc.)
, Real estate appraiser (consults about the appraisal price of real estate, etc.). In addition, as a specific flow when requesting dispatch, if a reservation for a predetermined business (here, for example, insurance consultation) is registered in the reservation system of a financial institution, the reservation is also made in the reservation system of the insurance company. Output or register data. In addition, the insurance company has a system configuration in which it selects whether or not it is possible to handle the reservation data output or registered in the insurance company's reservation system, and returns the selection result to the reservation system of the financial institution. You may.

FIG. 8 is an explanatory diagram of an example of business handled at a financial institution store. Businesses handled at financial institution stores are divided into high counters, low counters, and foreign exchange. In FIG. 8, "deposit / withdrawal", "large deposit", and "transfer" are illustrated as high counter operations. In addition, "new account opening" and "mortgage consultation" are exemplified as low counter operations. In addition, "foreign exchange" and "foreign currency exchange" are exemplified as foreign exchange operations.

In addition, customers are classified into individuals and corporations, and there are businesses that deal with both individuals and corporations, and businesses that deal with only one of them. In the work illustrated in FIG. 8, "mortgage consultation" is a work that corresponds only to an individual, and the other work is a work that corresponds to both an individual and a corporation. In addition, among the operations shown in Fig. 8, "mortgage consultation," "foreign exchange," and "foreign currency exchange" correspond to highly specialized operations, and other operations do not correspond to highly specialized operations. ..

FIG. 9 is an explanatory diagram of a specific example of notification of a candidate in charge. The candidate notification unit 25c of the reservation management device 20 notifies the terminal device 10 of the candidate in charge extracted based on the accepted reservation conditions. In this notification, the work in charge of each person in charge, the qualifications possessed, and the free time can be provided as information on the candidate person in charge. In addition, the name and face photo of the person in charge may be provided.

The terminal device 10 displays and controls the information of the person in charge candidate received from the reservation management device 20. FIG. 9A shows a state in which the affiliation “C” of the candidate in charge, the name “AB”, the face photograph, the availability of reservation indicating the free time, and the work in charge are displayed. The reservation is possible or not, "2/21 10:00 is possible, 2/21 10:30 is possible, 2/21 11:00 is not possible", and the work in charge is "deposit / withdrawal, large deposit".

Similarly, FIG. 9B shows a state in which the affiliation “C” of the candidate in charge, the name “DE”, a face photograph, reservation availability indicating free time, and the work in charge are displayed. The reservation availability is "2/21 10:00, 2/21 10:30, 2/21 11:00", and the work in charge is "loan consultation, loan".

When the terminal device 10 receives the information of the plurality of person in charge candidates, the terminal device 10 can switch and display the plurality of person in charge candidates. That is, FIG. 9 (a) and FIG. 9 (b) can be switched and displayed in sequence. Further, any display method can be used, such as displaying the display contents of FIGS. 9 (a) and 9 (b) side by side, or displaying a list of information of a plurality of candidate persons in charge.

<Modification example>
When the reservation management device 20 receives information such as the purpose of the visit from the terminal device 10 and identifies the person in charge to make a reservation, the reservation management device 20 may make preparations according to the purpose of the visit. FIG. 10 is an explanatory diagram of a case where preparations are made when visiting a store at the time of reservation.

In FIG. 10, the reservation management device 20 further includes business-specific item data and business-specific document data. The item data for each business is data in which a business is associated with an item that needs to be input when processing the business. The business-specific document data is data in which a business is associated with a document required for processing the business.

As shown in FIG. 10, when the reservation management device 20 receives information such as the store scheduled to visit, the date and time of the scheduled visit, and the purpose of the visit from the terminal device 10 (S1), the reservation management device 20 is based on the business indicated by the purpose of the visit. With reference to the item data for each business, the necessary items are specified (S1a), and the terminal device 10 is requested to input the necessary items (S1b).

When the input of the necessary items is received from the terminal device 10 (S1c), the reservation management device 20 refers to the business-specific document data based on the business indicated by the purpose of visiting the store, identifies the necessary documents (S1d), and performs the necessary documents. Is notified to the terminal device 10 (S1e). After that, the reservation management device 20 refers to the person in charge data to identify the person in charge corresponding to the customer (S2), confirms the customer's reservation (S3), and notifies the reservation contents (S4). Since the subsequent processing is the same as that in FIG. 1, the description thereof will be omitted.

In this way, by collecting necessary information according to the purpose of visiting the store and notifying the documents to be prepared, it is possible to smoothly respond when visiting the store. For example, if the purpose of visiting the store is inheritance consultation, the necessary items include information on the decedent (name, relationship, address, telephone number, store, account number), information on the heir (name, relationship, address, telephone). Number), information on heirs (name, relationship, address, telephone number), presence of lawyer (or agent, executor, etc.), presence of will and inheritance division agreement, etc. will be included. In addition, the required documents will include a copy of the family register and a seal certificate. By entering this information in advance, preparing the necessary documents, and visiting the store, it is possible to avoid a situation in which the response is redone due to lack of documents.

In the explanation so far, the case of extracting the person in charge candidate based on the conditions received from the terminal device 10 has been described, but the person in charge sends a guide to the customer according to his / her own schedule to urge the reservation. Is also possible.

FIG. 11 is an explanatory diagram when the guide is sent according to the schedule of the person in charge. First, when the person in charge inputs his / her own schedule into the store management device 30 and gives an instruction to send guidance (S11), the store management device 30 has the schedule of the person in charge shown in the person in charge data of the reservation management device 20. Is updated and a guidance shipping request is made (S12).

Upon receiving the guidance issuance request, the reservation management device 20 sends the guidance to the plurality of terminal devices 10 based on the updated person in charge data (S13). In this guide, the customer is informed of the free time of the person in charge and the work in charge, and the customer is encouraged to come to the store. It is also possible to selectively disclose a part of the free time of the person in charge to provide guidance, or to send the guidance to a specific terminal device 10.

The terminal device 10 appropriately outputs the received guidance. The customer who confirms the output guidance can access the reservation management device 20 and make a reservation. Since the subsequent processing is the same as that in FIG. 1, the description thereof will be omitted.

As described above, according to the present embodiment, in the reservation system for making a reservation for a customer's visit to a store of a financial institution, information related to the selection of a person in charge such as the customer's visit time, visit date and time, and store visit purpose. Is accepted by the reservation management device 20, and the person in charge corresponding to the customer is specified based on the information related to the selection of the person in charge, so that the appropriate person in charge can respond and smooth processing can be realized. it can.

Further, the reservation management device 20 includes at least one of the information related to the work in charge of each person in charge and the information related to the qualification of each person in charge, and the free time of each person in charge, provided that the store visit time is accepted. The person in charge information including the above can be notified to the terminal device, and the information for identifying the person in charge designated by the customer based on the notified person in charge information can be received as the information related to the person in charge.

Further, the reservation management device 20 can notify the person in charge terminal operated by the person in charge of the reservation information when the reservation including the person in charge corresponding to the customer is confirmed.

Further, the reservation management device 20 can receive information related to the business desired by the customer to the person in charge as information related to the person in charge. Then, the reservation management device 20 identifies the person in charge corresponding to the customer based on the information related to the business desired by the customer. Further, the reservation management device 20 can also identify the person in charge corresponding to the customer based on the information related to the work desired by the customer to the person in charge and the related work related to the work in charge.

Further, the reservation management device 20 can be used with respect to the terminal device when the specified person in charge is located in another store or at least one of the cases where only the response at another time is possible. It is possible to notify whether the store or time can be changed.

In addition, the reservation management device 20 requests the dispatch of a specialist to the terminal device of another company that does not belong to the financial institution when the customer has a high degree of specialization in information related to the business desired by the person in charge. be able to.

In this embodiment, a configuration in which a store is specified as a reservation condition is illustrated, but it is also possible to configure a configuration to identify a store scheduled to visit by providing a different web page for each store.

Further, in this embodiment, the configuration in which the dispatch requesting unit 25h of the reservation management device 20 performs a process of requesting the dispatch of a specialist to the terminal device of another company that does not belong to the financial institution is illustrated. , The operator of the reservation management device 20 may be notified to request the dispatch of a specialist.

Further, in this embodiment, the case of making a reservation for a visit to an actual store has been described as an example, but the person in charge makes a reservation for processing at a "digital store" where the person in charge handles customers remotely using a videophone or the like. You can also do it. In other words, the “visit” described in the claims includes not only the customer visiting the actual store but also the access to the virtual store.

In addition, each configuration shown in this embodiment is a schematic function, and does not necessarily have to be physically shown. That is, the form of distribution / integration of each device is not limited to the one shown in the figure, and all or part of the device is functionally or physically distributed / integrated in an arbitrary unit according to various loads and usage conditions. Can be configured.

The reservation system, management device, and reservation method of the present invention are useful for realizing an appropriate response of a person in charge and realizing smooth processing for a customer's visit reservation to a store of a financial institution.

10 Terminal device 20 Reservation management device 21, 31 Display unit 22, 32 Input unit 23, 33 Communication unit 24, 34 Storage unit 24a, 34a Person in charge data 24b, 34b Reservation data 25, 35, 45 Control unit 25a Reception unit 25b Condition Reception department 25c Candidate notification department 25d Nomination reception department 25e Person in charge identification department 25f Reservation notification department 25g Changeability notification department 25h Dispatch request department 30 Store management equipment 35a Person in charge management department 35b Reservation management department 35c Store visit processing department 40 Reception equipment 41 Display Operation unit 42 Code reader 43 Printer 44 Communication unit 45a Reception number issuing unit 45b Reservation customer visit notification unit 50 Person in charge terminal

Claims (11)

A reservation system that makes reservations for customers' visits to financial institution stores.
A reception means for receiving information on the customer's visit time, the person in charge corresponding to the customer, and
A reservation system including a specific means for identifying a person in charge corresponding to the customer based on the information related to the person in charge received by the reception means. It is a reservation system having a terminal device operated by a customer and a management device that accepts a store visit reservation to a store of a financial institution received from the terminal device.
The management device is
A reception means for receiving information on the customer's visit time, the person in charge corresponding to the customer, and
A reservation system including a specific means for identifying a person in charge corresponding to the customer based on the information related to the person in charge received by the reception means. The reception means
The first reception means to accept the visit time and
On condition that the store visit time is accepted by the first reception means, at least one of the information related to the work in charge of each person in charge and the information related to the qualification of each person in charge, and the free time of each person in charge Notification means for notifying the terminal device of the person in charge information including
The reservation system according to claim 2, further comprising a second receiving means for receiving information specifying a person designated by the customer based on the person in charge information notified by the notification means as information relating to the person in charge. .. The management device is
The reservation system according to claim 2 or 3, further comprising a reservation information notification means for notifying the person in charge terminal operated by the person in charge when the reservation including the person in charge corresponding to the customer is confirmed. .. The reception means
The reservation system according to claim 2, wherein the information related to the business desired by the customer is received as the information related to the person in charge. The specific means
The reservation system according to claim 5, wherein the person in charge corresponding to the customer is specified based on the information related to the business desired by the customer to the person in charge received by the reception means. The specific means
The reservation system according to claim 5, wherein the person in charge corresponding to the customer is specified based on the information related to the business desired by the customer to the person in charge and the related business related to the business in charge received by the reception means. The store or time for the terminal device when the person in charge specified by the specific means is located in another store or at least one of the cases where only the response at another time is possible. The reservation system according to any one of claims 5 to 7, further comprising a notification means for notifying whether or not the change is possible. When the customer has a high degree of specialization in information related to the business desired by the person in charge received by the reception means, the person in charge is requested to be dispatched to the terminal device of another company that does not belong to the financial institution. The reservation system according to any one of claims 2 to 8, further comprising a dispatch requesting means. It is a management device that accepts store visit reservations to financial institution stores that are accepted from terminal devices operated by customers.
A reception means for receiving information on the customer's visit time, the person in charge corresponding to the customer, and
A management device provided with a specific means for identifying a person in charge corresponding to the customer based on the information related to the person in charge received by the reception means. It is a reservation method in a reservation system having a terminal device operated by a customer and a management device that accepts a store visit reservation to a store of a financial institution received from the terminal device.
The management device receives information on the customer's visit time, the person in charge corresponding to the customer, and the reception process.
A reservation method including a specific process for identifying a person in charge corresponding to the customer based on the information related to the person in charge received by the reception process.

Images