JP3990338B2 - Cancellation prevention system, contract continuation information distribution server, cancellation cancellation method, and program thereof - Google Patents

Description

  The present invention relates to a churn prevention system, a contract continuation information distribution server, a churn prevention method, and a program therefor, and in particular, a churn prevention system, a contract continuation information distribution server that distributes information for encouraging members to continue a service use contract, The present invention relates to a cancellation method and a program thereof.

Conventionally, customers provide their own personal data to companies, etc. and pay a fee, so that they join a service organization operated by the company and become a member and use various services provided by that service organization. Was.
For a company or the like, in order to maintain a certain number of members, it is important to acquire new customers and suppress withdrawal (cancellation of contracts) of currently subscribed members.

As one of the prior arts for suppressing the cancellation of membership contracts as described above, there is a customer maintenance support system for membership customers as disclosed in Patent Document 1.
In Patent Document 1, a member who has a high possibility of canceling a future contract is extracted based on an average usage amount of the member and a contract period, and a script that prompts the extracted member to continue the use contract is transmitted. By controlling the withdrawal of members.
JP 2002-366732 A

  However, in the prior art including Patent Document 1, the content of the information sent to the member who should urge the continuation of the usage contract is not according to the individuality of each member, so that it is sufficient to suppress the withdrawal of the member. There was a possibility that a good effect could not be obtained.

  The present invention has been made in view of the above problems, and provides a cancellation prevention system, a contract continuation information distribution server, a cancellation prevention method, and a program thereof that effectively realize continuation of a member's usage contract. Features.

In order to achieve such an object , according to the present invention, a contract continuation information distribution server managed by a business operator and a customer terminal operated by a customer who has signed a use contract for a service provided by the business operator are provided. An anti-cancellation system configured to be connected via a network, wherein the contract continuation information distribution server stores attribute information related to a customer and a customer identifier for identifying the customer in association with each other. And contract continuation information for reminding the customer who wants to cancel the contract to use the contract and the contract continuation information identifier for identifying the contract continuation information Information storage means, questionnaire information storage means for storing questionnaire information for asking at least the reason for cancellation for customers who wish to cancel the usage contract, and at least A transmission history storage means for storing the contract continuation information identifier for identifying the contract continuation information transmitted to the customer who wishes to cancel the usage contract and the customer identifier for identifying the customer in association with each other. The contract continuation information identifier for identifying the contract continuation information stored in the contract continuation information storage means is associated with at least one of the response to the attribute information and questionnaire information stored in the attribute information storage means A transmission condition information storage means for storing; a transmission / reception means for transmitting / receiving information to / from a customer terminal via a network; and a control means for controlling each means. The control means wishes to cancel the usage contract. Sends and receives a customer identifier for identifying the customer from the customer terminal operated by the customer and cancellation application information indicating that the customer wishes to cancel the predetermined usage contract If the contract continuation information identifier associated with the customer identifier is stored in the transmission history storage means, the contract continuation information identifier is not stored as a result of the determination, The attribute information associated with the customer identifier is extracted from the attribute information storage means, the questionnaire information is extracted from the questionnaire information storage means, and the questionnaire information is sent to the customer terminal via the transmission / reception means based on the attribute information. When the response to the questionnaire information is received by the transmission / reception means from the customer terminal, the contract continuation information identifier associated with at least one of the response to the questionnaire information and the attribute information is extracted from the transmission condition information storage means, Based on the contract continuation information identifier, predetermined contract continuation information is extracted from the contract continuation information storage means and And the contract continuation information identifier for identifying the transmitted contract continuation information is stored in the transmission history storage means in association with the customer identifier for identifying the customer of the customer terminal, If the contract continuation information identifier is stored as a result of the determination, the cancellation execution information indicating that the usage contract is canceled is transmitted to the customer terminal via the transmission / reception means.

Further, according to the present invention, the control means transmits the contract continuation information to the customer terminal of the customer who wishes to cancel the usage contract, and then the contract continuation information identifier for identifying the transmitted contract continuation information The customer terminal for identifying the customer of the customer terminal, the date and time when the contract continuation information was transmitted, and the information indicating that the usage contract is ongoing are stored in the transmission history storage means in association with each other, and the customer terminal Information indicating that the usage contract stored in the transmission history storage means is ongoing when information indicating that the usage contract is to be canceled is received from the customer terminal as a reply to the cancellation execution information transmitted to Is updated to information indicating that the usage contract has been canceled .

Further, according to the present invention, a contract continuation information distribution server connected via a network to a customer terminal operated by a customer who has signed a use contract for a service provided by the operator and managed by the operator. The contract continuation information distribution server uses attribute information storage means for storing attribute information relating to a customer and a customer identifier for identifying the customer in association with each other, and is used for a customer who wishes to cancel the usage contract. Contract continuation information storage means for storing the contract continuation information for recalling the will of contract continuation and the contract continuation information identifier for identifying the contract continuation information in association with each other, and for customers who wish to cancel the usage contract Survey information storage means for storing questionnaire information for asking at least the reason for cancellation, and at least sent to customers who wish to cancel the usage contract Identifies the contract continuation information stored in the contract history information storage means and the transmission history storage means for storing the contract continuation information identifier for identifying about the continuation information in association with the customer identifier for identifying the customer A contract continuation information identifier to be transmitted, at least one of attribute information stored in the attribute information storage means and an answer to the questionnaire information, and a transmission condition information storage means, and a customer terminal via the network, A transmission / reception means for transmitting / receiving each information; and a control means for controlling each means. The control means is a customer for identifying a customer from a customer terminal operated by a customer who wishes to cancel the usage contract. When the transmission / reception means receives the identifier and the cancellation application information indicating that the customer wishes to cancel the predetermined usage contract, the contract transfer associated with the customer identifier is received. It is determined whether or not the information identifier is stored in the transmission history storage means. If the contract continuation information identifier is not stored as a result of the determination, the attribute information associated with the customer identifier is obtained from the attribute information storage means. The questionnaire information is extracted from the questionnaire information storage means, the questionnaire information is transmitted to the customer terminal via the transmission / reception means, and the answer to the questionnaire information is transmitted from the customer terminal to the transmission / reception means. The contract continuation information identifier associated with at least one of the answer to the questionnaire information and the attribute information is extracted from the transmission condition information storage means, and the contract continuation information storage means determines a predetermined value based on the contract continuation information identifier. Contract continuation information is extracted and transmitted to the customer terminal via the transmission / reception means. When the contract continuation information identifier for identifying about continuation information is stored in the transmission history storage means in association with the customer identifier for identifying the customer of the customer terminal, and as a result of the determination, the contract continuation information identifier is stored Is characterized in that cancellation execution information indicating that a usage contract is to be canceled is transmitted to a customer terminal via a transmission / reception means.

Further, according to the present invention, the control means transmits the contract continuation information to the customer terminal of the customer who wishes to cancel the usage contract, and then the contract continuation information identifier for identifying the transmitted contract continuation information The customer terminal for identifying the customer of the customer terminal, the date and time when the contract continuation information was transmitted, and the information indicating that the usage contract is ongoing are stored in the transmission history storage means in association with each other, and the customer terminal Information indicating that the usage contract stored in the transmission history storage means is ongoing when information indicating that the usage contract is to be canceled is received from the customer terminal as a reply to the cancellation execution information transmitted to Is updated to information indicating that the usage contract has been canceled .

In addition, according to the present invention, the contract continuation information distribution server managed by the provider, the customer connected to the contract continuation information distribution server via the network, and the service contract provided by the provider with the provider The contract continuation prevention method using the customer terminal operated by the contract continuation information distribution server, wherein the contract continuation information distribution server stores the attribute information relating to the customer in association with the customer identifier for identifying the customer And contract continuation information for reminding the customer who wants to cancel the contract to use the contract and the contract continuation information identifier for identifying the contract continuation information An information storage step, and a questionnaire information storage step for storing questionnaire information for asking at least the reason for cancellation to a customer who wishes to cancel the usage contract; A transmission history storage step for storing at least a contract continuation information identifier for identifying contract continuation information transmitted to a customer who wishes to cancel a usage contract and a customer identifier for identifying the customer; A transmission condition for storing the contract continuation information identifier for identifying the contract continuation information stored in the contract continuation information storage step and at least one of the responses to the attribute information and the questionnaire information stored in the attribute information storage step in association with each other An information storage step, a customer identifier for identifying the customer from a customer terminal operated by a customer who wishes to cancel the usage contract, and cancellation application information indicating that the customer wishes to cancel the predetermined usage contract Judgment whether or not the contract continuation information identifier associated with the customer identifier is stored when received by the transmission / reception means If the contract continuation information identifier is not stored as a result of the determination step, the attribute information associated with the customer identifier is extracted, and the questionnaire information is extracted based on the attribute information. When the questionnaire information is transmitted to the customer terminal and the answer to the questionnaire information is received from the customer terminal, the contract continuation information identifier associated with at least one of the answer to the questionnaire information and the attribute information is extracted. Based on the step and the contract continuation information identifier, the predetermined contract continuation information is extracted and transmitted to the customer terminal, and the contract continuation information identifier for identifying the transmitted contract continuation information is set as the customer terminal customer. Storing the data in association with the customer identifier for identifying the contract, and the contract continuation as a result of the determination step When the information identifier is stored, a step of transmitting cancellation execution information indicating that the usage contract is to be canceled to the customer terminal via the transmission / reception means is executed .

Further, according to the present invention, the contract continuation information distribution server transmits the contract continuation information to the customer terminal of the customer who wishes to cancel the usage contract, and then the contract continuation information for identifying the transmitted contract continuation information. A step of storing the information identifier, the customer identifier for identifying the customer of the customer terminal, the date and time when the contract continuation information is transmitted, and the information indicating that the usage contract is ongoing in association with each other, the customer terminal As a response to the cancellation execution information sent to, when the information indicating that the usage contract is cancelled is received from the customer terminal, the usage contract has been canceled with the information indicating that the usage contract is ongoing And updating to information indicating the effect .

In addition, according to the present invention, there is provided a program for executing a process on a computer managed by an operator that provides a service to a customer by signing a usage contract with the customer, and identifies the attribute information related to the customer and the customer Attribute information storage processing that associates and stores customer identifiers for contracting, contract continuation information for reminding customers who wish to cancel the usage contract, and contract continuation information A contract continuation information storage process for storing a contract continuation information identifier in association with each other, a questionnaire information storage process for storing questionnaire information for asking at least the reason for cancellation to a customer who wishes to cancel the usage contract, and At least, the contract continuation information identifier for identifying the contract continuation information that has been sent to the customer who wishes to cancel the usage contract, and the customer Transmission history storage processing for storing the customer identifier in association with each other, contract continuation information identifier for identifying the contract continuation information stored in the contract continuation information storage processing, attribute information and questionnaire information stored in the attribute information storage processing A transmission condition information storage process for storing at least one of the answers to the customer, a customer identifier for identifying the customer from the customer terminal operated by the customer who wishes to cancel the usage contract, When the transmission / reception means receives the cancellation application information indicating that the user contract is canceled, a determination process for determining whether the contract continuation information identifier associated with the customer identifier is stored in the computer. If the contract continuation information identifier is not stored as a result of the determination process, the attribute information associated with the customer identifier is extracted. In response to extracting the questionnaire information and transmitting the questionnaire information to the customer terminal based on the attribute information and receiving an answer to the questionnaire information from the customer terminal, at least of the answer to the questionnaire information and the attribute information A process of extracting the contract continuation information identifier associated with one, and extracting predetermined contract continuation information based on the contract continuation information identifier, transmitting it to the customer terminal, and the transmitted contract continuation information Storing the contract continuation information identifier for identifying the customer terminal associated with the customer identifier for identifying the customer of the customer terminal. In such a case, the computer executes processing for transmitting cancellation execution information indicating that the usage contract is to be canceled to the customer terminal via the transmission / reception means. Data .

Further, according to the present invention, after the contract continuation information is transmitted to the customer terminal of the customer who wishes to cancel the usage contract, the contract continuation information identifier for identifying the transmitted contract continuation information, the customer terminal Processing to store the customer identifier for identifying the customer, the date and time when the contract continuation information was transmitted, and the information indicating that the usage contract is ongoing, and the cancellation execution transmitted to the customer terminal In response to the information, when information indicating that the usage contract is to be canceled is received from the customer terminal, the information indicating that the usage contract is ongoing is updated to information indicating that the usage contract has been canceled. The processing is executed by a computer .

  According to the present invention, it is possible to effectively realize continuation of a member's usage contract.

(Outline of the embodiment)
FIG. 1 is a diagram showing an outline of an operation by a churn prevention system according to an embodiment of the present invention. Hereinafter, the outline of the operation of the churn prevention system according to the present embodiment will be described with reference to FIG.

As shown in FIG. 1, the member holder company manages the member information / authentication server 10 and the questionnaire server 20.
Here, the member holder company refers to a company that acquires customer personal information as member information and provides members with various services such as mobile phone communication and credit card use. In addition, member holder companies are various such as repair, home delivery, advertisement, diagnosis, treatment, guidance, survey, customer service, barber, beauty, asset management, procedure agent, interpreter, information distribution (wired / wireless), facility use, etc. Services may be provided to members.
In the present embodiment, “use of service” includes not only use of a general service by a customer but also purchase of a product by the customer. In addition, “providing services” includes not only the provision of general services by member holder companies, but also the sale of products by member holder companies.

Further, as shown in FIG. 1, the customer operates the customer terminal 30.
Assume that the customer is a member of a service organization operated by a member holder company.

  The cancellation prevention system according to the present embodiment is configured such that when a customer desires to cancel a membership contract of a service organization operated by a member holder company, the member holder company conducts a questionnaire on the reason for cancellation to the customer and simultaneously cancels the reason. In addition, based on the customer attributes (held by the member holder company), real-time and one-to-one membership usage continuation (maintenance of membership) is realized.

Using the customer terminal 30, the customer transmits information indicating that he / she wishes to cancel the use contract of the service provided by the member holder company to the member information / authentication server 10 together with his / her member ID and password.
The member information / authentication server 10 performs member authentication using the received member ID and password, and if the authentication is successful, transmits attribute information of the corresponding member to the questionnaire server 20.
When the questionnaire server 20 receives member attribute information or the like, the questionnaire server 20 transmits the cancellation reason questionnaire information to the customer terminal 30 of the corresponding customer.
When the customer terminal 30 receives the cancellation reason questionnaire information, the customer terminal 30 returns an answer to the questionnaire content to the questionnaire server 20.
The questionnaire server 20 generates contract continuation information for encouraging the customer to continue the service use contract based on the response returned from the customer terminal 30 and the attribute information received from the member information / authentication server 10. It transmits to the terminal 30.
As a result, the member holder company can effectively retain the customer's withdrawal.

(Configuration of the embodiment)
FIG. 2 is a diagram illustrating a configuration of a churn prevention system according to an embodiment of the present invention. Hereinafter, the configuration and operation of the churn prevention system according to the present embodiment will be described with reference to FIG.

As shown in FIG. 2, the churn prevention system is configured by connecting a member information / authentication server 10, a questionnaire server 20, and a customer terminal 30 via a network 40 (for example, the Internet).
In the present embodiment, it is assumed that the member holder company has a large number of members, and the questionnaire server 20 is provided separately from the member information / authentication server 10 in order to realize distributed processing. The member information / authentication server 10 and the questionnaire server 20 may be integrated (contract continuation information distribution server).

The member information / authentication server 10 is an information processing apparatus that performs member authentication and management and transmission of member information, and may be a high-end PC (Personal Computer) such as a workstation.
As shown in FIG. 1, the member information / authentication server 10 includes a control unit 11, a transmission / reception unit 12, an authentication information storage unit 13, and an attribute information storage unit 14.

  The control unit 11 is a part that controls the entire member information / authentication server 10, and controls each part of the member information / authentication server 10 including the transmission / reception unit 12, the authentication information storage unit 13, and the attribute information storage unit 14. Do. For example, the control unit 11 may include a CPU (Central Processing Unit) and a program storage area such as a ROM (Read Only Memory) for executing processing.

  The transmission / reception unit 12 is a part that transmits and receives information.

The authentication information storage unit 13 stores one or more customer passwords.
FIG. 3 is a diagram showing a configuration of data stored by the authentication information storage unit 13 according to the embodiment of the present invention. As shown in FIG. 3, the authentication information storage unit 13 stores the member ID and password of each customer in association with each other.

The attribute information storage unit 14 stores information related to a member who uses a service provided by a member holder company.
4 and 5 are diagrams showing a configuration of data stored by the attribute information storage unit 14 according to the embodiment of the present invention.
As shown in FIG. 4, in the attribute information storage unit 14, attribute information related to the member's personal information such as the name, age, sex, address, and address of each member is associated with the member ID of each member. Stored.
Further, as shown in FIG. 5A, the attribute information storage unit 14 includes, in the service provided by the member holder company, the name of the service used by each member, its enrollment date, and its usage fee. The attribute information related to the service usage history of the member is stored in association with the member ID of each member.
Further, as shown in FIG. 5 (b), the attribute information storage unit 14 includes members such as the names of products purchased by each member, the purchase price, and the purchase date among the products sold by the member holder company. Is stored in association with the member ID of each member.

The questionnaire server 20 is an information processing apparatus that transmits questionnaire information to the customer terminal 30 and contract continuation information for urging the member to continue using the service, and may be a high-end PC such as a workstation. .
As shown in FIG. 1, the questionnaire server 20 includes a control unit 21, a transmission / reception unit 22, a questionnaire information storage unit 23, a contract continuation information storage unit 24, a transmission condition information storage unit 25, and a transmission history. A storage unit 26 and a member information storage unit 27 are included.

  The control unit 21 is a part that controls the entire questionnaire server 20, and includes a transmission / reception unit 22, a questionnaire information storage unit 23, a contract continuation information storage unit 24, a transmission condition information storage unit 25, a transmission history storage unit 26, and member information. Control of each unit of the member information / authentication server 10 including the storage unit 27 is performed. For example, the control unit 11 may include a CPU and a program storage area for the CPU to execute processing such as a ROM.

  The transmission / reception unit 22 is a part that transmits and receives information.

  The questionnaire information storage unit 23 stores one or more pieces of questionnaire information including a question about the reason why the member wished to leave the membership.

The contract continuation information storage unit 24 stores one or more pieces of contract continuation information (for urging reconsideration of withdrawal) to remind the member of the intention to continue the contract. The contract continuation information storage unit 24 manages the contract continuation information based on the contract continuation information ID for specifying each.
Here, the contract continuation information indicates information highly relevant to service use by a member who wishes to withdraw from membership and a hobby preference of the member.

The transmission condition information storage unit 25 stores information indicating the correspondence between the contents of each attribute information and each contract continuation information.
FIG. 6 is a diagram showing a configuration of data stored in the transmission condition information storage unit 25 according to the embodiment of the present invention.
As shown in FIG. 6, the transmission condition information storage unit 25 indicates to which attribute information and what kind of contents of the questionnaire response result each contract continuation information (contract continuation information ID) is associated with. Information is stored.
The contract continuation information ID is associated with at least one of attribute information (customer personal information / use purchase history, etc.) and a questionnaire response result. Preferably, the contract continuation information ID is associated with both attribute information and questionnaire response content.
For example, the contract continuation information of “contract continuation information ID: 0001” is associated with the answer result “4” in the question (1) of the questionnaire. The contract continuation information with “contract continuation information ID: 0002” is associated with “30 years or younger” in the attribute information (age) and the answer result “6” in the questionnaire question (2).

The transmission history storage unit 26 stores the transmission history of the contract continuation information transmitted from the questionnaire server 20 to the customer terminal 30.
FIG. 7 is a diagram showing a configuration of data stored in the transmission history storage unit 26 according to the embodiment of the present invention.
As shown in FIG. 7, in the transmission history storage unit 26, a member ID, a service ID for specifying a service that the customer specified by the member ID wants to cancel or cancel, and the cancellation The contract continuation information ID for specifying the contract continuation information transmitted as desired, the transmission timing of each contract continuation information, and the presence / absence of cancellation of the service desired to be canceled are stored in association with each other. ing.

  The member information storage unit 27 sets the attribute information transmitted from the member information / authentication server 10 to the questionnaire server 20 to the corresponding member ID, and the questionnaire response result returned from the customer terminal 30 to the corresponding member ID and service ID. Store them in association with each other.

(Operation of the embodiment)
FIG. 8 to FIG. 10 are flowcharts showing the flow of operation by the churn prevention system according to the embodiment of the present invention. The operation of the churn prevention system according to this embodiment will be described below with reference to FIGS.

  First, when the transmission / reception unit 32 of the customer terminal 30 accesses a Web site or the like operated by the member holder company, the transmission / reception unit 12 of the member information / authentication server 10 transmits screen information for withdrawal application to the customer terminal 30 ( Step S101).

When the transmission / reception unit 32 receives the withdrawal application screen information from the member information / authentication server 10, the display unit 34 displays the received withdrawal application screen information (step S102).
The customer inputs his / her member ID, password, and service name (service ID) for which he / she wishes to cancel (unsubscribe) on the withdrawal application screen using the operation unit 35 (step S103).
After inputting the member ID and password, the transmission / reception unit 32 transmits the input member ID, password, and cancellation request service to the member information / authentication server 10 (step S104). The transmission process of the member ID, password, and cancellation request service may be performed using HTTPS (HyperText Transfer Protocol Secure).

  When the transmission / reception unit 12 receives the member ID, password, and cancellation request service, the control unit 11 determines whether or not the received member ID and password are stored in the authentication information storage unit 13 in association with each other. (Step S105).

  When it is determined that the received member ID and password are not stored in association with each other in the authentication information storage unit 13 (step S105 / No), the control unit 11 determines “authentication failure” and transmits and receives The unit 12 transmits screen information indicating that the authentication has failed to the customer terminal 30 (step S106), and ends the operation.

When it is determined that the received member ID and password are stored in the authentication information storage unit 13 in association with each other (step S105 / Yes), the control unit 11 determines that “authentication is successful”.
The transmission / reception unit 12 transmits the member ID that has been successfully authenticated and the service ID desired to be canceled to the questionnaire server 20, and the contract continuation information for the service that is desired to be canceled by the member for the customer terminal 30 of the member that has been successfully authenticated. Is already sent to the questionnaire server 20 (step S107).

When the transmission / reception unit 22 receives the member ID and the cancellation request service ID from the member information / authentication server 10 together with the above inquiry, the control unit 21 refers to the transmission history storage unit 26 and refers to the member ID and the cancellation request service ID. It is determined whether or not the transmission history of the contract continuation information associated with is stored (step S108).
The transmission / reception unit 22 transmits the determination result of the presence / absence of the transmission history associated with the member ID and the cancellation request service ID to the member information / authentication server 10 (step S109).

  When the transmission / reception unit 12 receives the determination result of the transmission history from the questionnaire server 20, the control unit 11 determines whether the contract continuation information has already been transmitted based on the determination result (step S110).

When it is determined that the contract continuation information has already been transmitted (step S110 / Yes), the transmission / reception unit 12 provides the questionnaire server 20 with information on the cancellation, together with the corresponding member ID and the service ID for which cancellation is desired. Transmit (step S111).
When the transmission / reception unit 22 receives the information indicating that the cancellation is to be performed, the control unit 21 sets the “service cancellation presence / absence” item in the transmission history storage unit 26 corresponding to the simultaneously received member ID and service ID to “ It is rewritten as “cancelled” (step S112). At this time, the control unit 21 may write information indicating the current time in the “service cancellation / non-service cancellation” item as the cancellation time.
The member holder company performs the cancellation procedure for the service corresponding to the service ID of the customer corresponding to the member ID.

When it is determined that the contract continuation information has not been transmitted yet (step S110 / No), the control unit 11 extracts attribute information associated with the member ID that has been successfully authenticated from the attribute information storage unit 14 (step S113). ).
The transmission / reception unit 12 transmits the extracted attribute information to the questionnaire server 20 together with the member ID and the cancellation request service ID (step S114). The attribute information transmission process may be performed using HTTPS.

  In the questionnaire server 20, when the transmission / reception unit 22 receives the attribute information from the member information / authentication server 10, the member information storage unit 27 stores the attribute information in association with the member ID transmitted at the same time (step S115).

Next, the transmission / reception unit 22 transmits the questionnaire information stored in the questionnaire information storage unit 23 to the address (customer terminal 30) included in the attribute information (step S116).
This questionnaire information includes the service ID of the service that the customer wishes to cancel.
Here, the control unit 21 selectively extracts the questionnaire information from the questionnaire information storage unit 23 based on the content of the attribute information received from the member information / authentication server 10 or the type of service desired to be canceled. The transmission / reception unit 22 may transmit the extracted questionnaire information to the customer terminal 30.

When the transmission / reception unit 32 receives the questionnaire information from the questionnaire server 20, the display unit 34 displays the received questionnaire information (step S117).
FIG. 11 is a diagram showing an example of questionnaire information in one embodiment of the present invention. The questionnaire information as shown in FIG.
(1) Reason for withdrawal (2) Tell us what you are interested in (3) What motivated you to join?
One or more questions are shown.
The customer inputs an answer to the question using the operation unit 35 (step S118). Note that the answer input field may be composed of check boxes. Further, the customer may select a plurality of answers without being limited to one.

  For example, when the operation unit 35 selects a “send” key provided by GUI (Graphical User Interface) on the questionnaire information after inputting the response, the transmission / reception unit 32 displays the input response content together with the member ID as a questionnaire. It transmits to the server 20 (step S119).

  When the transmission / reception unit 22 receives the questionnaire response result from the customer terminal 30, the member information storage unit 27 stores the questionnaire response result in association with the received member ID and service ID (step S120).

The control unit 21 combines the response result of the received questionnaire with the attribute information of the same member ID as the response result, and sends the ID of the contract continuation information corresponding to the content of the response result and the attribute information as transmission condition information Extracted from the storage unit 25 (step S121).
If it demonstrates using the example of FIG. 6, the control part 21 will obtain the answer of "6" in the question (2) of a questionnaire, for example, and attribute information (age) is "30 years old or less", “Contract continuation information ID: 000 2 ” is extracted.
Here, in the transmission condition information storage unit 25, when the contract continuation information ID is associated with two or more of the attribute information and the questionnaire response result, the received attribute information and the questionnaire response result are the two or more. If at least one of the attribute information and the questionnaire response result is applicable, the control unit 21 may extract the contract continuation information ID from the transmission condition information storage unit 25. Further, the control unit 11 may extract the contract continuation information ID from the transmission condition information storage unit 25 when any or all of the two or more attribute information and the questionnaire response results are satisfied.
As described above, the control unit 21 extracts all corresponding contract continuation information IDs from the transmission condition information storage unit 25.

Next, the control unit 21 extracts the contract continuation information associated with the extracted one or more contract continuation information IDs from the contract continuation information storage unit 25 (step S122).
The transmission / reception unit 22 transmits the extracted contract continuation information to the customer terminal 30 (step S123).
When the transmission / reception unit 32 receives the contract continuation information from the questionnaire server 20, the display unit 34 displays the received contract continuation information (step S124).

Next, the control unit 21 writes the transmission history of the contract continuation information in the transmission history storage unit 26 (step S125).
Specifically, the control unit 21 associates the member ID and the cancellation request service ID received from the member information / authentication server 10 with the ID of the contract continuation information transmitted in step S123 and its transmission timing. Write to the storage unit 26. At this time, the control unit 21 writes “contract ongoing” in the item “whether or not cancelled” in the transmission history storage unit 26.
Note that the process of step S125 may be executed between the process of step S123 and the process of step S124.
This is the end of the operation of the churn prevention system in the present embodiment.

  Here, the contents of the contract continuation information are attribute information (for example, “service usage history”, “product purchase history”, etc.), customer questionnaire response results (for example, “customer hobbies”, “resignation reason”, etc.) It is related to. For example, when the customer answers “hobby: gourmet” in the questionnaire, the questionnaire server 20 may indicate the outline or details of the service related to “gourmet” provided by the member holder company in the contract continuation information. The URL of the service web page may be indicated.

Further, since the transmission history storage unit 26 stores the transmission history of the contract continuation information and the presence / absence of cancellation of the result, the control unit 21 refers to the transmission history storage unit 26. Thus, it can be determined whether or not the transmission of the contract continuation information has led to a successful contract continuation. Note that the number of successful contract continuations may be the number of times the contract has not been canceled for a certain period after the contract continuation information is transmitted.
For example, if the ratio of the number of successful contract continuations with respect to the number of transmission opportunities of a single contract continuation information is less than a certain value, the control unit 21 cannot expect an effect in transmitting the contract continuation information. to decide. At this time, for example, the questionnaire server 20 may output information that prompts the user to rewrite the contents of the contract continuation information in order to notify the employee of the member holder company.

  Further, the control unit 21 refers to the transmission history in the transmission history storage unit 26, the attribute information in the member information storage unit 27, and the answer result. You may make it judge whether it was effective. Specifically, this is because the control unit 21 determines which content of the customer's attribute information has been sent, or what type of response the customer has made, which contract continuation information is sent to the contract continuation. Determine if it was valid.

Further, the control unit 21 may rewrite the transmission condition of the contract continuation information based on the attribute information and the answer result when the contract continuation succeeds or fails.
For example, when the control unit 21 determines that the success rate of the contract continuation has become a certain value or less, the control unit 21 may rewrite the contract continuation information transmission condition to attribute information or a response result that frequently appears at the time of success.

  Further, similarly to the contract continuation information, the control unit 21 may change the contents of the questionnaire information to be transmitted and the transmission conditions based on the transmission history, the attribute information, and the answer result.

  As a result, even if the customer wishes to cancel the service provided by the member holder company, the member holder company sends contract continuation information based on the customer's hobbies and preferences to the customer side, It is possible to effectively prevent customer cancellation.

As described above, according to the present embodiment, the questionnaire server 20 transmits, to the customer terminal 30, information effective for preventing customer cancellation based on customer purchase trends, hobbies, and cancellation reasons.
As a result, it is possible not only to simply cancel the contract, but also to re-recognize various useful information that the customer has not noticed, and to recall the intention to continue the contract. In particular, it is possible for the member holder company side to re-recognize the customer information that has been too much information so far and could not be delivered to the customer side, and which is originally valid for the customer.
Therefore, the member holder company will not only perform the cancellation procedure at the same time as identifying the reason why the member cancels, and improving the service based on that, but also tailored to the attributes of the customer and the reason for cancellation One to One “deterrence marketing” can also be executed on the WEB.

Further, according to the present embodiment, the questionnaire server 20 accumulates the member attribute information, the questionnaire response result, and the retention result in itself. Further, the questionnaire server 20 changes the contents of the questionnaire information and the contract continuation information and the transmission conditions based on the accumulated contents.
Therefore, effective cancellation can be realized in accordance with the actual result of the success / failure of the contract continuation.

According to this embodiment, the cancellation prevention system performs a service cancellation procedure on a network (Web).
Therefore, it is possible to realize a reduction in the number of workers and costs compared to the cancellation procedure performed on a paper basis.

(Summary of embodiment)
The above-described processing in the present embodiment is executed by a computer program included in the member information / authentication server 10, the questionnaire server 20, or the customer terminal 30. The above-described program is an optical recording medium, magnetic recording medium, optical recording medium, It may be recorded on a magnetic recording medium or a recording medium such as a semiconductor, and may be loaded from the above-mentioned recording medium, or may be loaded from an external device connected via a predetermined network. .

  The above-described embodiment is an example of a preferred embodiment of the present invention. The embodiment of the present invention is not limited to this, and various modifications may be made without departing from the scope of the present invention. Is possible.

It is a figure which shows the outline | summary of operation | movement by the churn prevention system in one Embodiment of this invention. It is a figure which shows the structure of the churn prevention system in one Embodiment of this invention. It is a figure which shows the structure of the data stored by the authentication information storage part in one Embodiment of this invention. It is a figure which shows the structure of the data stored by the attribute information storage part in one Embodiment of this invention. It is a figure which shows the structure of the data stored by the attribute information storage part in one Embodiment of this invention. It is a figure which shows the structure of the data stored by the transmission condition information storage part in one Embodiment of this invention. It is a figure which shows the structure of the data stored by the transmission log | history storage part in one Embodiment of this invention. It is a flowchart which shows the flow of operation | movement by the churn prevention system in one Embodiment of this invention. It is a flowchart which shows the flow of operation | movement by the churn prevention system in one Embodiment of this invention. It is a flowchart which shows the flow of operation | movement by the churn prevention system in one Embodiment of this invention. It is a figure which shows an example of the questionnaire information in one Embodiment of this invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 Member information / authentication server 11, 21, 31 Control part 12, 22, 32 Transmission / reception part 13 Authentication information storage part 14 Attribute information storage part 20 Questionnaire server 23 Questionnaire information storage part 24 Contract continuation information storage part 25 Transmission condition information storage part 26 transmission history storage unit 27 member information storage unit 30 customer terminal 33 information storage unit 34 display unit 35 operation unit

Claims (8)

Cancellation consisting of a contract continuation information distribution server managed by a business operator and a customer terminal operated by a customer who has signed a service usage contract provided by the business operator with the business operator via a network Prevention system,
The contract continuation information distribution server is
Attribute information storage means for storing attribute information relating to the customer and a customer identifier for identifying the customer in association with each other;
A contract in which contract continuation information for reminding a customer who wishes to cancel the use contract to continuate the use contract is associated with a contract continuation information identifier for identifying the contract continuation information Continuation information storage means;
Questionnaire information storage means for storing questionnaire information for asking at least the reason for cancellation to a customer who wishes to cancel the usage contract;
Transmission history storage for storing at least a contract continuation information identifier for identifying contract continuation information transmitted to a customer who wishes to cancel the usage contract and a customer identifier for identifying the customer Means,
The contract continuation information identifier for identifying the contract continuation information stored in the contract continuation information storage means corresponds to at least one of the attribute information stored in the attribute information storage means and the answer to the questionnaire information Transmission condition information storage means for storing with attachment,
Transmission / reception means for transmitting / receiving the information to / from the customer terminal via the network ;
Control means for controlling each of the means,
The control means includes
From the customer terminal operated by the customer who wishes to cancel the usage contract, a customer identifier for identifying the customer and cancellation application information indicating that the customer wishes to cancel the predetermined usage contract are transmitted and received. When receiving at the means, it is determined whether the contract continuation information identifier associated with the customer identifier is stored in the transmission history storage means,
As a result of the determination, if the contract continuation information identifier is not stored,
The attribute information associated with the customer identifier is extracted from the attribute information storage means, the questionnaire information is extracted from the questionnaire information storage means, and the questionnaire information is extracted from the customer terminal based on the attribute information. Is transmitted via the transmission / reception means,
When the answer to the questionnaire information is received from the customer terminal by the transmission / reception means, the contract continuation information identifier associated with at least one of the answer to the questionnaire information and the attribute information is extracted from the transmission condition information storage means And
Based on the contract continuation information identifier, predetermined contract continuation information is extracted from the contract continuation information storage means, and is transmitted to the customer terminal via the transmission / reception means. A contract continuation information identifier for identification is stored in the transmission history storage means in association with a customer identifier for identifying the customer of the customer terminal,
If the contract continuation information identifier is stored as a result of the determination,
A cancellation preventing system, wherein cancellation execution information indicating that the usage contract is canceled is transmitted to the customer terminal via the transmission / reception means. The control means includes
After the contract continuation information is transmitted to the customer terminal of the customer who wishes to cancel the usage contract, the contract continuation information identifier for identifying the transmitted contract continuation information and the customer of the customer terminal are identified. A customer identifier, a date and time when the contract continuation information is transmitted, and information indicating that the usage contract is ongoing are stored in the transmission history storage unit in association with each other,
As a response to the cancellation execution information transmitted to the customer terminal, when information indicating that the usage contract is canceled is received from the customer terminal, the usage contract stored in the transmission history storage unit is 2. The cancellation prevention system according to claim 1, wherein information indicating that the usage contract is being continued is updated to information indicating that the usage contract has been canceled. A contract continuation information distribution server that is connected via a network to a customer terminal operated by a customer who has signed a use contract for a service provided by the operator and managed by the operator,
The contract continuation information distribution server is
Attribute information storage means for storing attribute information relating to the customer and a customer identifier for identifying the customer in association with each other;
A contract in which contract continuation information for reminding a customer who wishes to cancel the use contract to continuate the use contract is associated with a contract continuation information identifier for identifying the contract continuation information Continuation information storage means;
Questionnaire information storage means for storing questionnaire information for asking at least the reason for cancellation to a customer who wishes to cancel the usage contract;
Transmission history storage for storing at least a contract continuation information identifier for identifying contract continuation information transmitted to a customer who wishes to cancel the usage contract and a customer identifier for identifying the customer Means,
The contract continuation information identifier for identifying the contract continuation information stored in the contract continuation information storage means corresponds to at least one of the attribute information stored in the attribute information storage means and the answer to the questionnaire information Transmission condition information storage means for storing with attachment,
Transmission / reception means for transmitting / receiving the information to / from the customer terminal via the network ;
Control means for controlling each of the means,
The control means includes
From the customer terminal operated by the customer who wishes to cancel the usage contract, a customer identifier for identifying the customer and cancellation application information indicating that the customer wishes to cancel the predetermined usage contract are transmitted and received. When receiving at the means, it is determined whether the contract continuation information identifier associated with the customer identifier is stored in the transmission history storage means,
As a result of the determination, if the contract continuation information identifier is not stored,
The attribute information associated with the customer identifier is extracted from the attribute information storage means, the questionnaire information is extracted from the questionnaire information storage means, and the questionnaire information is extracted from the customer terminal based on the attribute information. Is transmitted via the transmission / reception means,
When the answer to the questionnaire information is received from the customer terminal by the transmission / reception means, the contract continuation information identifier associated with at least one of the answer to the questionnaire information and the attribute information is extracted from the transmission condition information storage means And
Based on the contract continuation information identifier, predetermined contract continuation information is extracted from the contract continuation information storage means, and is transmitted to the customer terminal via the transmission / reception means. A contract continuation information identifier for identification is stored in the transmission history storage means in association with a customer identifier for identifying the customer of the customer terminal,
If the contract continuation information identifier is stored as a result of the determination,
A contract continuation information distribution server, wherein cancellation execution information indicating cancellation of the usage contract is transmitted to the customer terminal via the transmission / reception means. The control means includes
After the contract continuation information is transmitted to the customer terminal of the customer who wishes to cancel the usage contract, the contract continuation information identifier for identifying the transmitted contract continuation information and the customer of the customer terminal are identified. A customer identifier, a date and time when the contract continuation information is transmitted, and information indicating that the usage contract is ongoing are stored in the transmission history storage unit in association with each other,
As a response to the cancellation execution information transmitted to the customer terminal, when information indicating that the usage contract is canceled is received from the customer terminal, the usage contract stored in the transmission history storage unit is 4. The contract continuation information distribution server according to claim 3, wherein information indicating that the usage contract is being continued is updated to information indicating that the usage contract has been canceled. A contract continuation information distribution server managed by a business operator, and a customer who is connected to the contract continuation information distribution server via a network and operated by a customer who has signed a service contract provided by the business operator with the business operator A method of preventing cancellation using a terminal,
The contract continuation information distribution server is
An attribute information storage step for storing attribute information related to the customer and a customer identifier for identifying the customer in association with each other;
A contract in which contract continuation information for reminding a customer who wishes to cancel the use contract to continuate the use contract is associated with a contract continuation information identifier for identifying the contract continuation information A continuation information storage step;
A questionnaire information storing step for storing questionnaire information for asking at least the reason for cancellation to a customer who wishes to cancel the usage contract;
Transmission history storage for storing at least a contract continuation information identifier for identifying contract continuation information transmitted to a customer who wishes to cancel the usage contract and a customer identifier for identifying the customer Steps,
The contract continuation information identifier for identifying the contract continuation information stored in the contract continuation information storage step is stored in association with at least one of the attribute information stored in the attribute information storage step and the answer to the questionnaire information. A transmission condition information storage step;
From the customer terminal operated by the customer who wishes to cancel the usage contract, a customer identifier for identifying the customer and cancellation application information indicating that the customer wishes to cancel the predetermined usage contract are transmitted and received. A determination step of determining whether or not a contract continuation information identifier associated with the customer identifier is stored,
As a result of the determination step, when the contract continuation information identifier is not stored,
Extracting attribute information associated with the customer identifier, extracting the questionnaire information, and transmitting the questionnaire information to the customer terminal based on the attribute information;
Receiving a response to the questionnaire information from the customer terminal, extracting a contract continuation information identifier associated with at least one of the response to the questionnaire information and the attribute information;
Based on the contract continuation information identifier, predetermined contract continuation information is extracted and transmitted to the customer terminal, and a contract continuation information identifier for identifying the transmitted contract continuation information is set in the customer terminal. Storing in association with a customer identifier for identifying the customer,
As a result of the determination step, when the contract continuation information identifier is stored,
A cancellation preventing method, comprising: executing a step of transmitting cancellation execution information indicating that the usage contract is canceled to the customer terminal via the transmission / reception means. The contract continuation information distribution server is
After the contract continuation information is transmitted to the customer terminal of the customer who wishes to cancel the usage contract, the contract continuation information identifier for identifying the transmitted contract continuation information and the customer of the customer terminal are identified. Storing the customer identifier, the date and time when the contract continuation information is transmitted, and the information indicating that the usage contract is ongoing, in association with each other;
As an answer to the cancellation execution information transmitted to the customer terminal, when information indicating that the usage contract is to be canceled is received from the customer terminal, information indicating that the usage contract is ongoing, Updating the information indicating that the usage contract has been canceled;
The churn prevention method according to claim 5, wherein: A program for executing a process on a computer managed by an operator that provides a service to the customer by signing a use contract with the customer,
Attribute information storage processing for storing attribute information related to the customer and a customer identifier for identifying the customer in association with each other;
A contract in which contract continuation information for reminding a customer who wishes to cancel the use contract to continuate the use contract is associated with a contract continuation information identifier for identifying the contract continuation information Continuation information storage processing;
Questionnaire information storage processing for storing questionnaire information for asking at least the reason for cancellation to a customer who wishes to cancel the usage contract;
Transmission history storage for storing at least a contract continuation information identifier for identifying contract continuation information transmitted to a customer who wishes to cancel the usage contract and a customer identifier for identifying the customer Processing,
A contract continuation information identifier for identifying the contract continuation information stored in the contract continuation information storage process is stored in association with at least one of the attribute information stored in the attribute information storage process and the answer to the questionnaire information. Transmission condition information storage processing;
From the customer terminal operated by the customer who wishes to cancel the usage contract, a customer identifier for identifying the customer and cancellation application information indicating that the customer wishes to cancel the predetermined usage contract are transmitted and received. When received by the means, the computer executes a determination process for determining whether or not the contract continuation information identifier associated with the customer identifier is stored,
As a result of the determination process, when the contract continuation information identifier is not stored,
A process of extracting attribute information associated with the customer identifier, extracting the questionnaire information, and transmitting the questionnaire information to the customer terminal based on the attribute information;
When receiving an answer to the questionnaire information from the customer terminal, a process of extracting a contract continuation information identifier associated with at least one of the answer to the questionnaire information and the attribute information;
Based on the contract continuation information identifier, predetermined contract continuation information is extracted and transmitted to the customer terminal, and a contract continuation information identifier for identifying the transmitted contract continuation information is set in the customer terminal. A process of storing in association with a customer identifier for identifying a customer,
As a result of the determination process, when the contract continuation information identifier is stored,
A program for causing a computer to execute processing for transmitting cancellation execution information indicating that the usage contract is to be canceled to the customer terminal via the transmission / reception means. After the contract continuation information is transmitted to the customer terminal of the customer who wishes to cancel the usage contract, the contract continuation information identifier for identifying the transmitted contract continuation information and the customer of the customer terminal are identified. Processing for associating and storing a customer identifier for the date, the date and time when the contract continuation information was transmitted, and information indicating that the usage contract is ongoing,
As an answer to the cancellation execution information transmitted to the customer terminal, when information indicating that the usage contract is to be canceled is received from the customer terminal, information indicating that the usage contract is ongoing, The program according to claim 7 for causing a computer to execute a process of updating information indicating that the usage contract has been canceled.

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