JP5439781B2 - Reception processing system and reception processing method - Google Patents

Description

  The present invention relates to a reception processing system and a reception processing method.

  Conventionally, in order to start a transaction at a sales office such as a financial institution, a customer receives a reception slip printed with a reception number from a reception terminal and waits in a lobby in the sales office until the reception number is called. There is a need to do. The customer who has received the receipt slip can prepare an application form corresponding to the transaction and wait in the lobby. After the receipt number is called, the customer can start the transaction at the window.

  Here, in order to provide convenience to customers by shortening the waiting time, a system for shortening the reception process at the sales office is being constructed. For example, Patent Literature 1 discloses a system in which a customer can make an advance notification on a mobile phone so that the sales office can notify the customer that the order of transaction has started by sending an email to the customer's mobile phone. Has been. This eliminates the need for the customer to wait in the lobby and wait for the turn. Patent Document 2 discloses a system that can provide customers who set a reservation time with an opportunity to send an e-mail to a mobile phone before the reservation time and confirm, cancel, or reserve the reservation. ing. This eliminates the need for the customer to wait in the lobby and wait for the turn. Further, the customer can cancel a reservation, make a reservation, etc. via a mobile phone.

JP 2004-102427 A JP 2002-056258 A

  However, even if the systems described in the above-mentioned patent documents are used, there is a problem that the customer needs to fill in an application form corresponding to the transaction after all, and the customer is burdened. Further, even if an application form or the like is input in advance on a mobile phone, the customer information provided by the sales office cannot be used. Therefore, due to incomplete entry, the transaction time at the window becomes longer, and as a result, the waiting time of other customers becomes longer. Furthermore, even if the customer's mobile phone is contacted by e-mail in advance, the distance from the sales office to the customer who has the mobile phone varies depending on the customer. Therefore, some customers arrive at the sales office much earlier than the actual trading time, or arrive at the sales office much later than the actual trading time, resulting in efficient There was a problem that the waiting time could not be used.

  Accordingly, the present invention has been made in view of the above problems, and an object of the present invention is to provide a new and improved reception processing system and reception that allow customers to use waiting time efficiently. It is to provide a processing method.

  In order to solve the above-described problem, according to one aspect of the present invention, a reservation that is connected to a mobile phone of a user via a communication network and that records information related to a reservation for a transaction received from the mobile phone is recorded. A reservation information management server that manages an information database, and a customer information management server that manages a customer information database in which personal information about users and past transaction histories are recorded, and accepts transactions at storefronts In the reception processing system for managing reservations, when the reservation information management server receives a transaction reception reservation from the mobile phone, the reservation information management server includes the customer information recorded in the customer information database managed by the customer information management server. To acquire customer information corresponding to the user of the mobile phone from the customer information management server and send it to the mobile phone Processing system is provided with.

  With this configuration, the reservation information management server can receive information related to a reservation for accepting a transaction from a mobile phone, and can record and manage the information in a reservation information database. Further, the reservation information management server can acquire customer information of the user who made the reservation reservation from the customer information management server and transmit it to the mobile phone. Thus, the user can acquire the customer information managed by the customer information management server with the mobile phone, and can input various information necessary for the transaction based on the customer information.

  In addition, the reservation information management server records information on a desired transaction input by the user on the mobile phone based on the customer information received from the reservation information management server as pre-input information in the reservation information database. May be.

  In addition, the reception processing system is installed at each sales office and performs reception processing of users at the sales counter of the sales shop, and reception of users at the sales counter of the sales shop installed at each sales shop And a reception information management server that manages a reception information database in which information about the situation is recorded. In this case, the reception information management server includes customer information corresponding to a user who performs reception processing at the storefront from customer information recorded in the customer information database managed by the customer information management server. Can be acquired from the customer information management server and recorded in the reception information database.

  Further, the reception information management server calculates a waiting number of transactions desired by a user who is performing reception processing at the storefront based on information regarding the reception status recorded in the reception information database, A time at which the user can start a transaction may be calculated based on the waiting number, and the calculated waiting number and time may be recorded in the reception information database.

  The reception information management server transmits the waiting number and time recorded in the reception information database to the reception terminal, and the reception terminal uses the waiting number and time transmitted from the reception information management server. It may be displayed.

  In addition, the reservation information management server, when the user leaves the store temporarily after performing the reception process at the storefront, based on the location information of the mobile phone held by the user, A call mail may be sent.

  The reservation information management server calculates a time when the user can revisit the store based on the location information of the mobile phone held by the user who has temporarily left the store, and the reception information When it is within a predetermined time until the time at which the user calculated by the management server can start a transaction, a call mail for revisiting the store may be transmitted to the mobile phone.

  In addition, the reservation information management server determines that the time at which the user can revisit the store is calculated based on the location information of the mobile phone held by the user who has temporarily left the store. When a predetermined time has elapsed since the time calculated by the server at which the user can start a transaction, information related to the schedule change of the re-visit store may be transmitted to the mobile phone.

  In addition, when the reservation information management server receives a notification from the mobile phone that the user who has temporarily left the store desires to change the schedule of the re-visit store, the time when the user can start a transaction in the future May be acquired from the reception information management server and transmitted to the mobile phone.

  In addition, when the reservation information management server receives a notification from the mobile phone that the user who has temporarily left the store wants to change the schedule of the re-visit store, the user can conduct future transactions at the store of another store. Information regarding the time at which it can be started may be acquired from a reception information management server provided at the store of the other business store and transmitted to the mobile phone.

  In addition, when the reservation information management server receives a notification from the mobile phone that the user who has temporarily left the store wants to change the schedule of the re-visit store, the reservation information management server uses the location information acquired from the mobile phone that the user has. Based on the information on the time at which the user can search for a store near the current position of the user based on the time when the user can start a transaction at the store of the store where the user has been searched. May be acquired from the reception information management server included in the mobile phone and transmitted to the mobile phone.

  In addition, when the user wishes to leave the store temporarily after performing the reception process at the store counter, the customer information management server sends the mobile phone specific information recorded on the IC chip of the mobile phone and the email of the mobile phone. An address may be associated and recorded in the customer information database.

  In addition, the customer information management server acquires, via a non-contact IC reader / writer, mobile phone specific information recorded on a mobile phone IC chip possessed by a user who is performing reception processing at the storefront. The mobile phone mail address of the user may be acquired via the reservation information management server, and the acquired mobile phone specific information and the mail address may be associated with each other and recorded in the customer information database.

  In addition, the customer information management server, when an email address associated with the mobile phone specific information acquired from the mobile phone is already recorded in the customer information database, The reservation information management server may record the e-mail address transmitted from the customer information management server in the reservation information database in association with the pre-input information of the user.

  In order to solve the above-described problem, according to another aspect of the present invention, information related to a reservation for accepting a transaction that is connected to a mobile phone of a user via a communication network and received from the mobile phone is recorded. A reservation information management server for managing the reserved reservation information database, and a customer information management server for managing a customer information database in which personal information related to users and past transaction histories are recorded. A reception processing method in a reception processing system for managing a reception reservation related to a transaction, wherein the reservation information management server receives a reservation for a transaction reception from the mobile phone, and the reservation information management server receives the reception Customer information required to send predetermined information about the user who made the reservation to the customer information management server and request customer information of the user. And the customer information management server searches the customer information corresponding to the user from the customer information recorded in the customer information database according to the customer information requesting step, and manages the reservation information A first customer information transmission step for transmitting to the server; and a second customer information transmission step for transmitting the customer information received by the reservation information management server in the first customer information transmission step to the mobile phone; A reception processing method characterized by including:

  As described above, according to the present invention, the customer can efficiently use the waiting time.

Exemplary embodiments of the present invention will be described below in detail with reference to the accompanying drawings. In addition, in this specification and drawing, about the component which has the substantially same function structure, duplication description is abbreviate | omitted by attaching | subjecting the same code | symbol. The description will be made in the following order.
1. Outline of Embodiment of the Present Invention 2. Overall configuration of a reception processing system 100 according to one of the embodiments. Examples of various databases 4. Processing flow 4-1. Processing flow for advance window reservation 4-2. Processing flow for store visit 4-3. Call processing flow when temporarily leaving the store 4-4. 4. Reception process flow at the time of re-opening after a temporary exit Summary

(1. Overview of Embodiment of the Present Invention)
In describing the details of an acceptance processing system according to one of the embodiments of the present invention, an outline of the present embodiment will be described first. In the following description, a financial institution will be described as an example of an establishment that performs reception processing, but the present invention is not limited to this. The business establishment may be, for example, a government office, a hospital, a store, or the like as long as it is a business establishment that performs a waiting reception process when a plurality of visitors make transactions and consultations at a window.

  As described above, in order to start a transaction at a branch office such as a conventional financial institution, a customer receives a receipt slip on which a receipt number is printed from a reception terminal, and in the lobby of the branch office until the receipt number is called. It is necessary to perform a reception process of waiting. The customer who has received the receipt slip can prepare an application form corresponding to the transaction and wait in the lobby. After the receipt number is called, the customer can start the transaction at the window. In such a conventional reception process, the customer needs to wait in the lobby for a long time when the waiting time until the start of the transaction is long. In addition, if there is a defect in the customer information in the application form to be filled in during standby, the transaction time at the window becomes longer, and as a result, the start of transactions by other customers may be delayed. Furthermore, if you leave the store temporarily during the waiting time, or if the timing of revisiting the store is delayed due to customer reasons, the start of the transaction may be further delayed and the waiting time of other customers may be further increased. .

  In response to such problems, the reception processing system according to the embodiment of the present invention makes it possible to efficiently use or shorten the customer waiting time.

  Specifically, a customer first accesses a reservation information management server provided in a financial institution using a mobile phone, and pre-enters information on a desired transaction. At this time, the reservation information management server can acquire customer information and transaction history recorded in the customer information DB provided in the financial institution. Therefore, the customer does not need to input information necessary for the transaction, such as his / her account number and name, and the account number of the bank account, based on the customer information and transaction history managed by the financial institution. As a result, it is possible to solve the problem that the transaction time at the window becomes long due to erroneous input or forgetting input.

  In addition, when a customer wishes to leave the store temporarily after performing the reception process at the window, by using a mobile phone, a call can be made at an appropriate time for each customer according to the customer's current location. Specifically, the location information is appropriately acquired from the mobile phone of the customer who has temporarily left the store, the distance from the current location to the sales office of the financial institution is calculated, and the time required to return to the store is calculated. By comparing the time calculated in this way with the time when the transaction can actually be started, a call can be notified at an appropriate time for each customer who has temporarily left the store. As a result, a customer who has temporarily left the store arrives at the sales office much earlier than the actual transaction time, or arrives at the sales office much later than the actual transaction time. Can solve the problem.

  In addition, if a customer who has temporarily left the store is unlikely to be in time for the transaction start time, or if the customer wants to change the schedule of the return visit due to the customer's convenience, the customer's mobile phone can be used to You can also prompt for a change of schedule. Specifically, based on the location information obtained from the mobile phone of a customer who has temporarily left the store, if the time when the store can be reopened is likely to be delayed by a predetermined time or more from the transaction start time, , Send an email with instructions on changing the sales office. Thereby, the customer can appropriately change the schedule of the re-visiting store when the inconvenience is caused after temporarily leaving the store or when the customer wants to change the transaction place to another store. In other words, customers who are in time for the transaction start time can be called preferentially, and customers who are not likely to be in time for the transaction start time can be informed of a reservation change at a re-visit store, resulting in efficient waiting times for multiple customers. It can be used well or shortened.

  Hereinafter, the details of the reception processing system 100 according to one embodiment of the present invention having such characteristics will be described.

(2. Overall configuration of the reception processing system 100)
First, the overall configuration of the reception processing system 100 according to one embodiment of the present invention will be described. FIG. 1 is an explanatory diagram showing the overall configuration of the reception processing system 100 according to the present embodiment.

  As shown in FIG. 1, the reception processing system 100 mainly includes a mobile phone 110, a data center 120, a plurality of sales offices 130, and a financial institution center 150. Hereinafter, each configuration of the reception processing system 100 will be described.

(Mobile phone 110)
The mobile phone 110 is a mobile phone possessed by a customer (user), and can transmit and receive various data via a communication connection with the data center 120 via a public communication network 160 such as the Internet. By accessing the data center 120 from the mobile phone 110, the customer can make advance reservations for various transactions at a sales office of a financial institution. In the example shown in FIG. 1, only one mobile phone 110 is shown for convenience of explanation. However, mobile phones 110 owned by a plurality of customers can communicate with the data center 120 via the public communication network 160 through various data connections. Needless to say, you can send and receive.

(Data Center 120)
The data center 120 is a data management center provided in a financial institution, and receives and manages information related to reservations from customers. As described above, the data center 120 can receive information related to advance reservations for various transactions from the mobile phone 110 via the public communication network 160 such as the Internet. The data center 120 includes a reservation information management server 122 that manages various types of information related to advance reservations received from the mobile phone 110 as described above. The reservation information management server 122 records and manages information related to advance reservations received from the mobile phones 110 owned by a plurality of customers in the reservation information DB. As information recorded in the reservation information DB, for example, name, branch name, transaction type, scheduled visit date, transaction details, customer location information, e-mail address, etc. are assumed, but the information is limited to specific information. is not. An example of the reservation information DB managed by the reservation information management server 122 will be described later.

  In addition, the reservation information management server 122 provided in the data center 120 receives various data by communication connection with the storefront reception system 132 provided in each branch office 130 via the communication network 170 in the financial institution closed in the financial institution. You can send and receive. The reservation information management server 122 transmits the information received from the mobile phone 110 to each branch office 130 and a financial institution center 150 described later, and receives various types of information included in each branch office 130 and the financial institution center 150. be able to. Thereby, the reservation information management server 122 can also acquire, for example, customer information managed by the customer information management server 152 included in the financial institution center 150 and transmit it to the mobile phone 110. The flow of processing in which the reservation information management server 122 transmits and receives various data to and from the mobile phone 110, the branch office 130, and the financial institution center 150 will be described in the processing flow described later.

(Store 130)
The sales office 130 is a place where a customer actually visits and conducts transactions at a window, and a financial institution usually includes a plurality of sales offices A, B, C. In this embodiment, the store 130 is provided with a storefront reception system 132 that processes storefront reception. Each store 130 is provided with a similar store reception system 132. Accordingly, in this specification, only one sales office A will be described, but it goes without saying that the reception processing of the present embodiment can be similarly realized at each of the plurality of sales offices 130 provided in the financial institution. .

  The storefront reception system 132 included in the sales store 130 is a system that executes reception processing when a customer visits the store. As shown in FIG. 1, the storefront reception system 132 mainly includes a reception information management server 134, a reception terminal 136, a non-contact IC reader / writer 138, a reception number management device 140, and a staff terminal 142. Consists of. Each element constituting the storefront reception system 132 is connected by a network in the store 130 and can transfer various information. Moreover, each element which comprises the shop front reception system 132 does not necessarily need to be comprised with an independent terminal, an apparatus, etc. For example, the function of each element may be provided in one terminal. Hereinafter, details of each component of the storefront reception system 132 in the present embodiment will be described.

  The reception information management server 134 manages, as a reception information DB, various types of information related to reception processing that is performed when a customer visits the sales office 130. As information recorded in the reception information DB, for example, information related to reception status such as reception date / time, reception number, predicted call time, transaction type, name, and temporary store exit status is assumed, but is limited to specific information. It is not something. An example of the reception information DB managed by the reception information management server 134 will be described later.

  The reception terminal 136 is a terminal that performs reception processing when a customer visits the sales office 130. The reception terminal 136 includes a display for displaying operation guidance, operation buttons for a customer to input operations, and the like. For example, the customer can select a desired transaction according to the guidance display on the display, confirm information such as the number of people waiting for reservation and the estimated waiting time, and register for temporary exit. An example of the flow of the reception process performed by the customer using the reception terminal 136 and an example of the guidance display on the display provided in the reception terminal 136 will be described in the processing flow described later.

  The non-contact IC reader / writer 138 is an information reading unit that reads information recorded on an IC chip or the like included in the mobile phone 110. The non-contact IC reader / writer 138 uses, for example, unique mobile phone information (ID) recorded on the IC chip of the mobile phone 110 owned by the customer when performing personal authentication or registering temporary store closure. Can be read from the mobile phone 110. In this way, the mobile phone information read by the non-contact IC reader / writer 138 is transmitted to the customer information management server 152 provided in the financial institution center 150 to be described later, and identity verification is performed. The flow of various information reading processing via the non-contact IC reader / writer 138 will be described in the processing flow described later.

  The reception number management apparatus 140 issues a reception number when a customer visits the sales office 130 and performs reception processing at the window. The reception number management apparatus 140 issues, for example, reception numbers to customers in the order in which reception processing is performed at the counter of the sales office 130. Thereby, when a receipt number is called, a customer can go to a window and start a transaction. The reception number issued by the reception number management device 140 is recorded in the reception information DB managed by the reception information management server 134 in association with information related to customer reception processing. The flow of the receipt number issuing process performed by the receipt number management apparatus 140 will be described in the process flow described later.

  The clerk terminal 142 is a terminal for the clerk of the sales office 130 to perform various processes when a customer makes a transaction. A staff member of the sales office 130 is responsible for receiving information recorded in the reception information DB managed by the reception information management server 134, customer information recorded in the customer information DB managed in the financial institution center 150, and the like. It can browse with the terminal 142 for business, and can perform the process regarding transaction.

  As described above, the storefront reception system 132 included in the sales office 130 can transmit and receive various data via the communication connection with the data center 120 and the financial institution center 150 via the intra-financial institution communication network 170. Therefore, for example, the storefront reception system 132 can also acquire reservation information regarding the customer from the reservation information DB managed by the reservation information management server 122 of the data center 120 when performing the customer reception process. Further, when performing the customer reception process, the storefront reception system 132 can also acquire customer information regarding the customer from a customer information DB managed by a customer information management server 152 of the financial institution center 150 described later. The flow of processing for transmitting and receiving various types of information to / from the reservation information management server 122 of the data center 120 and the customer information management server 152 of the financial institution center 150 performed by the storefront reception system 132 will be described in the processing flow described later.

(Financial institution center 150)
The financial institution center 150 is a data management center provided in the financial institution, and includes a customer information management server 152 that manages customer information regarding customers. The customer information management server 152 manages customer information regarding a plurality of customers as a customer information DB, and functions as part of a CRM (Customer Relationship Management) system. The customer information is recorded in advance in the customer information DB, for example, when the customer opens a financial institution account. In addition, a history of transactions performed by a customer at a financial institution can be recorded in the customer information DB as appropriate. As information recorded in the customer information DB, for example, name, account branch name, store number, account number, address, age, transaction history, and the like are assumed, but are not limited to specific information. An example of the customer information DB managed by the customer information management server 152 will be described later.

  In addition, the financial institution center 150 can transmit and receive various types of data to and from the data center 120 and each branch office 130 via a communication network 170 within the financial institution closed within the financial institution. For example, the customer information management server 152 transmits customer information to the reservation information management server 122 or the storefront reception system 132 in response to a request from the reservation information management server 122 of the data center 120 or the storefront reception system 132 of the sales office 130. can do. Further, the customer information management server 152 can update / add / change / delete the customer information recorded in the customer information DB in response to a request from the storefront reception system 132. The flow of processing in which the customer information management server 152 transmits and receives various data to and from the reservation information management server 122 and the storefront reception system 132 will be described in the processing flow described later.

  The overall configuration of the reception processing system 100 according to the present embodiment has been described above. However, the overall configuration illustrated in FIG. 1 is an example of the reception processing system 100 according to the present embodiment, and is not necessarily configured as illustrated in FIG. It is not limited. For example, the reservation information management server 122 of the data center 120 and the customer information management server 152 of the financial institution center 150 may be provided in the same management center. In addition, each element constituting the storefront reception system 132 provided in the sales office 130 does not necessarily need to be configured as an independent terminal or device, and may be provided in one or a plurality of terminals or devices.

(3. An example of each information DB)
Next, a configuration example of the reservation information DB managed by the reservation information management server 122, the reception information DB managed by the reception information management server 134, and the customer information DB managed by the customer information management server 152 will be described with reference to FIGS. explain.

(Example of reservation information DB)
First, the reservation information DB managed by the reservation information management server 122 will be described. FIG. 2 is an explanatory diagram showing an example of the configuration of the reservation information DB managed by the reservation information management server 122.

  As shown in FIG. 2, the reservation information DB stores information such as reservation date / time, name, branch office name, transaction type, pre-input information, position information, estimated arrival time, neighboring branch, and mail address. As described above, the reservation information DB includes information input when a customer makes a reservation for accepting a transaction, information necessary for calling the customer when the customer leaves the store after accepting processing at the window, and the like. It is recorded.

  For example, the reservation date / time, name, branch name, transaction type, pre-input information, etc. are information input to the mobile phone 110 when the customer makes a pre-reservation. The pre-input information is information necessary for each transaction, and includes, for example, various information such as a transfer destination, a transfer amount, and a telephone number. The location information, estimated arrival time, neighboring branch, and the like are information that the reservation information management server 122 appropriately updates based on the location information of the mobile phone 110 while the customer is temporarily leaving the store. The e-mail address is an e-mail address registered when the customer leaves the store temporarily. The configuration of the reservation information DB shown in FIG. 2 is an example for explaining the present embodiment, and is not limited to these.

(An example of the reception information DB)
Next, the reception information DB managed by the reception information management server 134 will be described. FIG. 3 is an explanatory diagram showing an example of the configuration of the reception information DB managed by the reception information management server 134.

  As shown in FIG. 3, the reception information DB stores information such as reception date and time, reception number, transaction type, predicted transaction start time, name, customer information, and temporary store exit status. As described above, in the reception information DB, information when a customer receives a transaction at a sales office window, customer information of the customer, and the like are recorded.

  For example, the predicted transaction start time is a time calculated by the reception information management server 134 based on the reception status recorded in the reception information DB, and the reception number is a reception number issued by the reception number management device 140. In the customer information, information acquired from the customer information management server 152 is recorded. Further, the temporary store closing status is information indicating whether or not the customer has temporarily left the store, and is appropriately updated depending on whether or not the customer has temporarily left the store. Note that the configuration of the reception information DB illustrated in FIG. 3 is an example for describing the present embodiment, and is not limited thereto.

(Example of customer information DB)
Next, the customer information DB managed by the customer information management server 152 will be described. FIG. 4 is an explanatory diagram showing an example of the configuration of the customer information DB managed by the customer information management server 152.

  As shown in FIG. 4, in the customer information DB, information such as name, account store name, store number, account number, address, age, transaction history, e-mail address, and mobile phone specific information is recorded. As described above, in the customer information DB, detailed information on the customer, information on transactions that the customer has performed in the past, and the like are recorded.

  For example, personal information such as name, address, age, e-mail address, and mobile phone specific information is registered when an account of a financial institution is opened. Although details will be described in the processing flow described later, the e-mail address, the mobile phone specific information, and the like can be registered when the customer leaves the store temporarily. The transaction history is updated every time a customer makes a transaction, and the details will be described in a processing flow described later, but is used for a customer's pre-input processing or the like. The configuration of the customer information DB shown in FIG. 4 is an example for explaining the present embodiment, and is not limited to these.

  Although the configuration example of the DB managed by each information management server has been described above, each of these DBs is appropriately updated by the processing described later, and is not limited to the examples illustrated in FIGS. . In addition, each information management server can appropriately access a DB managed by another management server to refer to or acquire information as a matter of course.

(4. Processing flow)
Next, details of the flow of processing performed in the reception processing system 100 configured as described above when the customer performs reservation reception will be described.

(4-1. Processing flow for advance window reservation)
First, the flow of processing when a customer makes a reservation in advance using the mobile phone 110 will be described. FIG. 5 is a sequence diagram showing a flow of processing when the customer makes a reservation in advance using the mobile phone 110 in the reception processing system 100 according to the present embodiment.

  As shown in FIG. 5, in step 200, the customer starts a window reservation on the operation screen of the mobile phone 110. For example, the customer can instruct the mobile phone 110 to start a window reservation by operating an operation button or a touch panel of the mobile phone 110 and accessing a WEB page provided by a financial institution.

  Next, in step 202, the mobile phone 110 transmits reception reservation information necessary for reception reservation input by the customer to the reservation information management server 122. As reception reservation information, for example, information such as a customer's name, a store visit name, a planned visit time, and a transaction type is assumed, but is not limited to these specific information.

  Receiving this, the reservation information management server 122 records the reception reservation information transmitted from the mobile phone 110 in step 202 in the reservation information DB in step 204.

  Next, in step 206, the customer inputs identification information to the mobile phone 110 according to the guidance displayed on the screen of the mobile phone 110. In response to this, the mobile phone 110 transmits the personal identification information input by the customer to the reservation information management server 122 in step 208. For example, information such as an account number, name, date of birth, and password is assumed as the identity verification information, but is not limited to these specific information. For example, the user ID and password set when opening an account of a financial institution can be used as the personal identification information. In this case, the customer can acquire detailed customer information by the process described later only by inputting the user ID and the password. As a result, the customer can perform prior input accurately and easily.

  Next, in step 210, the reservation information management server 122 transmits a customer information request signal for requesting acquisition of customer information corresponding to the personal identification information received in step 208 to the customer information management server 152. At this time, the reservation information management server 122 includes the personal identification information received in step 208 in the customer information request signal and transmits it to the customer information management server 152.

  In response, the customer information management server 152 receives the customer information corresponding to the identity verification information included in the customer information request signal from the customer information corresponding to the plurality of customers recorded in the customer information DB in step 212. Search customer information. The customer information retrieved in this way is transmitted from the customer information management server 152 to the reservation information management server 122 in step 214 and then transmitted to the mobile phone 110 in step 216.

  Thereafter, in step 218, the customer inputs pre-input information, which is information relating to the content of the desired transaction, to the mobile phone 110 according to the guidance displayed on the screen of the mobile phone 110. As the pre-input information, for example, information such as name, account store name, store number, account number, transfer destination financial institution number, transfer destination account number, transfer amount, etc. are assumed, but limited to these specific information Is not to be done.

  In step 218, the customer can use the customer information acquired by the mobile phone 110 in step 216. As described above, the customer information recorded in the customer information DB includes information such as the customer's name, account store name, store number, account number, and transaction history. Therefore, the customer does not need to input information such as his / her name and account number again in step 218. In addition, when making a transfer to the account of the other party with whom the transaction was made in the past, since the transaction history includes information such as the account number of the customer, it is also necessary to input information such as the account number of the customer again. Absent. Thus, the customer can input the detailed information of the transaction accurately and easily by acquiring the customer information managed by the customer information management server 152 provided in the financial institution.

  FIG. 6 is an explanatory diagram showing a screen display example of the mobile phone 110 when inputting detailed information of a transaction. Among the information shown in FIG. 6, the customer's account number and the like have already been acquired from the customer information management server 152, so the customer does not need to input again. Further, for example, by selecting display of the transfer destination history shown in FIG. 6, based on the customer information acquired from the customer information management server 152, the account number of the partner with whom the transaction was made in the past is automatically input. Therefore, a complicated operation of inputting various transaction information again becomes unnecessary. Moreover, the problem that the transaction time at the window is prolonged due to erroneous input, and as a result, the waiting time of other customers becomes longer can be solved.

  Thereafter, in step 220, the mobile phone 110 transmits the pre-input information input by the customer in step 218 to the reservation information management server 122. In response, the reservation information management server 122 records the pre-input information received from the mobile phone 110 in the reservation information DB in step 222.

  With the above processing flow, the customer can make a reservation for reception at a financial institution. Further, the reservation information management server 122 provided in the financial institution can record and manage pre-input information related to details of the contents of the window reception reservation in the reservation information DB.

(4-2. Processing flow for store visits)
Next, a description will be given of the flow of processing when a customer who has made a reservation for window reception through the above process visits a sales office 130 of a financial institution and receives a store visit. FIGS. 7 and 8 are sequence diagrams showing the flow of processing when a customer who has made a preliminary window reservation visits the store and receives a store visit in the reception processing system 100 according to the present embodiment.

  As shown in FIG. 7, in step 300, the customer who made the advance window reservation visits the sales office 130 of the financial institution that made the reservation, and starts reception processing by the reception terminal 136 provided in the sales office 130. For example, the customer can start the reception process by operating an operation button, a touch panel, or the like of the reception terminal 136 according to the guidance displayed on the screen of the reception terminal 136. First, for example, the customer can select a desired transaction type from among a plurality of transaction types displayed on the screen of the reception terminal 136.

  Next, in step 302, the reception terminal 136 transmits the transaction type information input by the customer to the reception information management server 134. In response to this, in step 304, the reception information management server 134 records the received transaction type information in the reception information DB together with the reception date and time.

  Next, in step 306, the customer inserts a medium for identifying the customer into the reception terminal 136 according to the guidance displayed on the screen of the reception terminal 136. As a medium for performing customer identification, for example, a cash card or a passbook is assumed, but the medium is not limited to a specific medium. Further, for example, when the mobile phone 110 is provided with a recording medium such as a non-contact IC, the customer may hold the mobile phone 110 over the non-contact IC reader / writer 138.

  Thereafter, in step 308, the reception terminal 136 transmits the customer identification information acquired in step 306 to the customer information management server 152. The customer identification information transmitted by the reception terminal 136 is, for example, a store number, an account number, an account name acquired from the customer's passbook in step 306, or a unique information recorded in a contactless IC provided in the mobile phone 110. A mobile phone ID or the like is assumed, but it is not limited to specific information.

  Next, in step 310, the customer information management server 152 selects the customer information of the customer corresponding to the customer identification information acquired from the reception terminal 136 from the customer information corresponding to the plurality of customers recorded in the customer information DB. Search for. The customer information searched in this way is transmitted from the customer information management server 152 to the reception information management server 134 in step 312. In response, the reception information management server 134 records the acquired customer information in the reception information DB in step 314. At this time, the reception information management server 134 records customer information in the reception information DB in association with the reception date / time and transaction type recorded in the reception information DB in step 304 described above.

  Next, in step 316, the reception number management apparatus 140 transmits the reception number of the customer who is performing the reception process to the reception terminal 136. In response to this, in step 317, the reception terminal 136 issues a paper on which the reception number is recorded. In this embodiment, the paper on which the receipt number is recorded is issued. However, the present invention is not limited to a specific number acquisition method. For example, the customer's mobile phone 110 may acquire the reception number via the non-contact IC reader / writer 138 provided in the reception terminal 136. For example, the reception number management apparatus 140 may issue a sheet on which the reception number is recorded so that the reception number recorded in the reception information DB managed by the reception information management server 134 is a serial number for each transaction type. it can. Thereafter, in step 318, the reception number management apparatus 140 transmits the reception number issued to the customer to the reception information management server 134.

  In response to this, the reception information management server 134 records the acquired reception number in the reception information DB in step 320. At this time, the reception information management server 134 records the reception number in the reception information DB in association with the reception date / time, transaction type, customer information, etc. recorded in the reception information DB in step 314 described above.

  Further, in step 322, the reception information management server 134 calculates a predicted waiting time required for the customer to start a transaction. The reception information management server 134 can calculate the predicted waiting time based on the reception status for each type of transaction registered in the reception information DB. The reception information management server 134 can calculate the predicted waiting time based on, for example, the average time required for processing a certain transaction and the number of people waiting for the transaction. The predicted waiting time calculated in this way is added to the current time, and then received as the predicted transaction start time, such as the reception date and time, transaction type, customer information, and reception number recorded in the reception information DB in step 320 The received information DB is recorded in association with the information.

  Thereafter, in step 324, the reception information management server 134 transmits to the reception terminal 136 the number of waiting persons regarding the transaction requested by the customer, the predicted waiting time, and the predicted transaction start time. The reception information management server 134 can transmit the waiting number, the predicted waiting time, and the predicted transaction start time to the reception terminal 136 based on the reception information recorded in the reception information DB by the processing steps described above. In response to this, in step 326, the reception terminal 136 can display the acquired waiting number, predicted waiting time, and predicted transaction start time on the display.

  FIG. 9 is an explanatory diagram showing a display example of the display of the reception terminal 136 that displays the number of waiting people, the predicted waiting time, and the predicted transaction start time in step 326. Referring to FIG. 9, it can be seen that for a transaction desired by a customer, eight other customers are waiting for the start of the transaction. Furthermore, it is understood that a waiting time of 60 minutes is required until the customer starts the transaction, and the transaction can be started from 11:40. In this way, the customer can recognize the time required for starting the transaction by looking at the display of the reception terminal 136.

  Further, in step 326, the reception terminal 136 displays, on the display, a guide for accepting a request for temporary store together with information such as a predicted waiting time as shown in FIG. For example, when the waiting time is long, it is assumed that the customer wants to leave the sales office 130 temporarily, such as going home, shopping, or eating. . In such a case, in the reception processing system 100 according to the present embodiment, even when a customer temporarily leaves the store, the time to return to the sales office 130 is appropriately determined for each customer, and The guidance can be notified to the mobile phone 110.

  First, in step 328, the reception terminal 136 determines whether or not the customer wishes to leave the store temporarily. The customer can select the temporary exit according to the guidance displayed on the display of the reception terminal 136 in step 326. In the display example shown in FIG. 9, the customer can select the temporary exit by pressing the “Yes” button. Therefore, the reception terminal 136 can determine whether or not the customer wishes to leave the store temporarily by acquiring a signal input to the touch panel function of the display or an operation button.

  If it is determined in step 328 that the customer does not wish to leave the store temporarily, the reception process at the window ends. In this case, the customer waits until a transaction start call is made in the lobby of the sales office 130 or the like. Of course, the customer may leave the store temporarily and voluntarily return to the store before the predicted waiting time.

  On the other hand, if it is determined in step 328 that the customer has desired to leave the store temporarily, the reception terminal 136 displays a guidance display on the display so as to hold the mobile phone 110 over the non-contact IC reader / writer 138 in step 330. . FIG. 10 is an explanatory diagram illustrating an example of guidance display displayed on the display of the reception terminal 136 in step 330. The customer can hold the mobile phone 110 over the non-contact IC reader / writer 138 in step 332 according to the guidance display as shown in FIG.

  Thereafter, in step 334, the non-contact IC reader / writer 138 reads information recorded on the IC chip included in the mobile phone 110 held by the customer over the non-contact IC reader / writer 138 in step 322. Usually, the unique information of the mobile phone 110 such as an ID is recorded on the IC chip. The non-contact IC reader / writer 138 reads the mobile phone unique information recorded in the IC chip, and then transmits the mobile phone unique information to the reception information management server 134 and the customer information management server 152 in step 336.

  In response to this, the reception information management server 134 determines that the customer has registered to temporarily close the store, and updates the reception information DB in step 337. Specifically, the record relating to the temporary store leaving status recorded in the reception information DB is updated to “temporarily leaving”.

  In step 338, the customer information management server 152 searches the customer information recorded in the customer information DB for the customer information corresponding to the mobile phone specific information, and sends the email address of the mobile phone 110 of the customer. It is determined whether or not is registered. The details will be described in the processing steps to be described later. For example, in the case of a customer who has previously performed the same temporary store processing, the customer information DB managed by the customer information management server 152 includes the mobile phone of the customer. Phone-specific information and email addresses are recorded. Therefore, when performing transaction processing for the second time and thereafter, the customer information DB managed by the customer information management server 152 has already recorded the email address of the customer in association with the mobile phone specific information. Further, for example, when a customer opens an account of a financial institution, unique information and an e-mail address of the mobile phone 110 can be registered in advance. In such a case, even when the first transaction process is performed, the customer information DB managed by the customer information management server 152 has already recorded the customer's e-mail address in association with the mobile phone specific information. Yes.

  If it is determined in step 338 that the e-mail address of the mobile phone 110 is not registered, the customer information management server 152 transmits the determination result to the reception terminal 136 and instructs to display the e-mail address registration guidance. In response, the reception terminal 136 displays guidance on the display so as to register the mail address of the mobile phone 110 in step 344. For example, the reception terminal 136 may display a registration URL on the display, display a two-dimensional barcode corresponding to the registration URL, or use infrared communication or a non-contact IC. A guide for acquiring a registration URL may be displayed.

  Next, in step 346, the customer obtains a mail address registration URL from the reception terminal 136 via the mobile phone 110. For example, the customer can acquire the URL by directly inputting the URL displayed on the display of the reception terminal 136. The customer can also acquire a URL corresponding to the two-dimensional barcode by photographing the two-dimensional barcode displayed on the display of the reception terminal 136. Further, the customer can acquire a URL by holding the mobile phone 110 over the non-contact IC reader / writer 138 according to the guidance display displayed on the display of the reception terminal 136. As described above, the mobile phone 110 can acquire the URL for registering the mail address from the reception terminal 136 by various methods, but the URL acquisition method is not limited to a specific method.

  Next, in step 348, the customer accesses the URL acquired in step 346 by starting the browser of the mobile phone 110 and inputs the mail address of the mobile phone 110. Thereafter, the mobile phone 110 transmits the mail address input by the customer to the reservation information management server 122 in step 350. For example, when the customer inputs a mail address and selects a send button or the like, the mobile phone 110 can transmit the mail address to the reservation information management server 122.

  Receiving this, the reservation information management server 122 transmits the acquired mail address to the customer information management server 152 via the communication network 170 within the financial institution in step 352. Thereafter, in step 354, the customer information management server 152 records the acquired mail address in the customer information DB in association with the mobile phone specific information acquired in step 336. Thus, when the same customer performs the next transaction accepting process, since the mobile phone specific information and the mail address are already registered in the customer information DB, the customer does not need to register the mail address again.

  Further, in step 356, the reservation information management server 122 records the mail address acquired in step 350 in the reservation information DB. If it is determined in step 338 that the e-mail address has already been registered in the customer information DB, in step 340 the e-mail address is received from the customer information management server 152 via the financial institution communication network 170. It is transmitted to the management server 122. Also in this case, the reservation information management server 122 can record the mail address in the reservation information DB in step 356. The reservation information management server 122 records the mail address in the reservation information DB in association with the pre-input information recorded in the reservation information DB in step 222 described above. As a result, the reservation information management server 122 can send a re-visit store guidance e-mail to the e-mail address recorded in the reservation information DB to the customer who has temporarily left the store.

  With the above processing flow, the customer can perform reception processing at the counter of the sales office 130. Further, based on the reception information recorded in the reception information DB managed by the reception information management server 134, it is possible to provide the customer with information regarding the number of waiting for transactions and the predicted waiting time. Further, when the customer wishes to leave the store temporarily, the user can be prompted to register the e-mail address of the mobile phone 110 in order to send a notification of revisiting the store. In this way, since the registered e-mail address is recorded in the reservation information DB in association with the pre-entered information or the like, a re-visit e-mail or the like is sent to the e-mail address for the customer who has temporarily left the store. Be able to send.

(4-3. Call processing flow when temporarily leaving the store)
Next, the flow of processing when calling a customer who has temporarily left the store by the above processing will be described. FIGS. 11 and 12 are sequence diagrams showing the flow of processing when a call is made to a customer who has temporarily left the store after receiving in the reception processing system 100 according to the present embodiment.

  As shown in FIG. 11, in step 400, the reservation information management server 122 acquires location information from the mobile phone 110. The position information includes, for example, information such as latitude / longitude using a GPS function provided in the mobile phone 110. The reservation information management server 122 acquires location information from the mobile phone 110 at regular intervals. The reservation information management server 122 can acquire the location information by communicating with the mobile phone 110 by acquiring the acquisition permission of the location information from the customer's mobile phone 110 in advance. In addition, the customer can voluntarily transmit the position information to the reservation information management server 122. In the present embodiment, the reservation information management server 122 is not limited to a specific acquisition method as long as the position information of the mobile phone 110 can be acquired. Based on the position information acquired in this way, the reservation information management server 122 can recognize the position of the customer who has temporarily left the store.

  Next, in step 402, the reservation information management server 122 calculates the estimated arrival time based on the time required for the customer to visit the sales office 130 based on the position information acquired in step 400. For example, the reservation information management server 122 calculates the distance from the current customer location to the sales office 130 based on the location of the customer and the location of the sales office 130, and calculates the time required to visit the store based on the distance. Can be calculated. By adding the time thus calculated and the current time, it is possible to calculate the estimated arrival time when the customer visits the sales office 130 from the current location.

  Thereafter, in step 404, the reservation information management server 122 requests acquisition of the predicted transaction start time recorded in the reception information of the customer from the reception information management server 134. As described above, the reception information management server 134 records and manages, in the reception information DB, the predicted transaction start time at which the transaction requested by the customer can be started based on the predicted waiting time calculated in step 322. Accordingly, in step 406, the reception information management server 134 extracts the predicted transaction start time recorded in the reception information DB in response to a request from the reservation information management server 122 and transmits it to the reservation information management server 122.

  Next, in step 408, the reservation information management server 122 compares the predicted arrival time calculated in step 402 with the predicted transaction start time acquired in step 406, and the predicted arrival time is within a predetermined time until the predicted transaction start time. Judge whether there is. The reservation information management server 122 can set the predetermined time in advance as a call setting time.

  As an example, a case where the predicted transaction start time acquired in step 406 is “11:40” and the call setting time is set to “5 minutes” will be described as an example. In this case, the reservation information management server 122 determines whether or not the predicted arrival time calculated in step 402 is within the call setting time “5 minutes” until the predicted transaction start time “11:40”, that is, “11:35”. It is determined whether or not. For example, if the estimated arrival time calculated in step 402 is “11:20”, since “11:35” has not elapsed, the process returns to step 400 again to acquire the location information of the mobile phone 110. On the other hand, for example, when the estimated arrival time calculated in step 402 is “11:36”, since “11:35” has passed, the reservation information management server 122 determines in step 410 that the mobile phone 110 Send a call invitation email.

  As described above, the reservation information management server 122 can recognize the position of the customer based on the position information of the mobile phone 110 and can send a call guidance mail to the mobile phone 110 based on the position. As a result, the reservation information management server 122 notifies the customer who is relatively close to the sales office 130 of the calling guidance immediately before the predicted transaction start time, and the customer who is relatively far from the sales office 130. Can be notified of the call guidance at an earlier stage than the predicted transaction start time. As a result, the problem of arriving at the branch 130 much earlier than the actual transaction time or arriving at the branch 130 significantly later than the actual transaction time can be solved. The waiting time can be efficiently used or shortened.

  Note that the call setting time set in advance by the reservation information management server 122 can be arbitrarily set by a manager of a financial institution, and is not limited to a specific time. For example, in order to notify the call guidance with a margin, the call setting time can be set longer.

  The mobile phone 110 that has received the call guidance mail displays the call guidance on the screen of the mobile phone 110 in step 412. The mobile phone 110 also displays on the screen a guidance display as to whether or not to change the schedule for the re-visit store. FIG. 13 is an explanatory diagram illustrating a screen display example of the mobile phone 110 that displays a call guidance and a schedule change guidance for a re-visit store. By receiving the notification as shown in FIG. 13, the customer can recognize that it is time to visit the sales office 130 again. In addition, if it is not possible to revisit the store for convenience, it is possible to change the schedule of the revisit by the processing flow described later by selecting the revisit of the revisited store.

  When the customer does not wish to change the schedule for the re-visit store, the reservation information management server 122 subsequently acquires location information from the mobile phone 110 in step 416. In addition, in step 418, the reservation information management server 122 predicts arrival based on the time required until the customer visits the sales office 130 based on the position information acquired in step 416, similar to the processing in step 402. Calculate the time. Thereby, the reservation information management server 122 can recognize whether the customer is approaching the sales office 130 after mailing the call guidance.

  Thereafter, in step 420, the reservation information management server 122 compares the predicted arrival time calculated in step 418 with the predicted transaction start time acquired in step 406, and the predicted arrival time becomes a predetermined time later than the predicted transaction start time. Determine whether or not. The reservation information management server 122 can set the predetermined time in advance as a revisit schedule change setting time.

  As an example, a case where the predicted transaction start time acquired in step 406 is “11:40” and the revisit schedule change setting time is set to “10 minutes” will be described as an example. In this case, the reservation information management server 122 determines whether or not the predicted arrival time calculated in step 418 is later than the predicted transaction start time “11:40” by the re-visit schedule change setting time “10 minutes” or more. 11:50 ”is determined. For example, if the estimated arrival time calculated in step 418 is “11:37”, since “11:50” has not elapsed, the process returns to step 416 again to acquire the location information of the mobile phone 110. On the other hand, for example, if the estimated arrival time calculated in step 418 is “11:52”, “11:50” has passed, and therefore the reservation information management server 122 sends the call to the mobile phone 110 in step 422. Send information about re-visit schedule change notifications via email.

  Thus, even after notifying the calling guidance, the reservation information management server 122 continuously recognizes the position of the customer based on the position information of the mobile phone 110, and based on the position, the customer informs the sales office 130. You can recognize whether you are approaching. As a result, when the customer has not approached the sales office 130 despite notifying the calling guidance, the schedule change guidance for the revisiting store can be mailed to the mobile phone 110. In other words, if it is determined that it is not possible to visit the store within the specified time from the transaction start time from the position where the customer is currently located, the waiting time of the customer waiting for another transaction is notified by notifying the schedule change of the next visit Can be prevented from being delayed.

  In step 426, the mobile phone 110 that has received the schedule change guidance email for the revisited store displays the email information on the screen. Note that, in the above-described step 414, even when the customer wishes to change the schedule for the re-visit store, the mobile phone 110 similarly displays the same schedule change information on the screen in step 426. FIG. 14 is an explanatory diagram illustrating a display example of the mobile phone 110 that displays a schedule change guide for a re-visit store. As shown in FIG. 14, the customer can change the schedule of the revisited store according to the guidance displayed on the mobile phone 110. In the example shown in FIG. 14, the customer can select whether he / she wishes to visit again during the day or visits at a later date.

  Thereafter, in step 428, the mobile phone 110 requests the reservation information management server 122 to obtain information regarding a future transaction time. At this time, for example, in the example shown in FIG. 14, when the customer selects a re-visiting store today, the mobile phone 110 can request acquisition of information related to a time at which transactions can be made during the day. On the other hand, when the customer selects a re-visiting store at a specific date and time, the mobile phone 110 can request acquisition of information relating to a transactionable time near the selected date and time. Of course, the display shown in FIG. 14 is an example for explaining the present embodiment, and the present invention is not limited to this. Therefore, even when the customer does not select the date and time, the mobile phone 110 can naturally request the reservation information management server 122 for information regarding the time at which transactions can be performed in the future.

  In response to the acquisition request from the mobile phone 110, the reservation information management server 122 requests the reception information management server 134 to acquire information regarding a future transaction time in step 430. As described above, the reception information management server 134 records and manages transaction reception information in the reception information DB. Therefore, the reception information management server 134 can calculate a time when the transaction desired by the customer can be started in the future based on the information recorded in the reception information DB. The list of tradeable times calculated in this manner is transmitted from the reception information management server 134 to the reservation information management server 122 in step 432, and then transmitted to the mobile phone 110 in step 434.

  Further, in response to an acquisition request from the mobile phone 110, the reservation information management server 122 can conduct future transactions at the other branch stores 130 with respect to the reception information management server 134 provided at the other branch stores 130 in step 436. Request information about the correct time. At this time, the reservation information management server 122 requests acquisition of information from the reception information management server 134 provided in the sales office 130 located near the customer location based on the current location information of the mobile phone 110. can do. In response to this, in step 438, the reception information management server 134 of the other branch store 130 transmits to the reservation information management server 122 a list of times that can be traded in the branch store 130 in the future. Thereafter, in step 440, the reservation information management server 122 transmits a list of available transaction times acquired from other sales offices to the mobile phone 110.

  Thereafter, the mobile phone 110 displays a list of future transaction times acquired in Steps 434 and 440 on the screen. FIG. 15 is an explanatory diagram illustrating an example of a display screen of the mobile phone 110 that displays a list of future transaction times. As shown in FIG. 15, the screen of the mobile phone 110 displays not only the transaction available time of the sales office 130 (Shinjuku branch) that was originally acquired in step 434 but also other sales acquired in step 440. The transaction available time of the store 130 (Shibuya branch) is also displayed. As a result, the customer can select a transaction at another branch store 130 when the customer moves away from the store and then moves closer to the other branch store 130.

  Thereafter, in step 444, when the customer selects the sales office 130 and the transaction time that the customer wishes to trade, the mobile phone 110 transmits the information selected by the customer to the reservation information management server 122 in step 446. In response to this, the reservation information management server 122 transmits the information received from the mobile phone 110 to the reception information management server 134. In FIG. 12, the selection information is transmitted to the reception information management server 134 of the sales office 130 that the customer originally planned to conduct the transaction. However, when another sales office 130 is selected in step 444. The selection information is transmitted to the reception information management server 134 of the other selected store 130.

  In response to this, in step 450, the reception information management server 134 updates the information in the reception information DB based on the content of the received selection information. When the schedule change for the re-visit is made in this way, the process returns to step 400 again, and a call guidance is mailed to the mobile phone 110 when the newly changed transaction time approaches based on the location information of the mobile phone 110. The Rukoto.

  With the above processing flow, even when the customer temporarily leaves the sales office 130, the customer can receive a re-visit store call mail from the reservation information management server 122 by the mobile phone 110 when it is time to re-visit the store. . At this time, the reservation information management server 122 can change the timing of sending a call mail for each customer based on the location information of the mobile phone 110. Therefore, the customer does not arrive at the sales office 130 much earlier than the actual transaction time, or arrives at the sales office 130 much later than the actual transaction time. In addition, when it is not possible to revisit the store for the present reason, it is possible to acquire the future transaction time from the reservation information management server 122 including the other business stores 130. Accordingly, the customer can flexibly adjust the transaction time even when the inconvenience is caused after the temporary exit. As a result, it is possible to solve the problem that the waiting time of other customers is delayed due to the customer being delayed in the transaction start time, and the waiting time can be efficiently reduced.

(4-4. Reception process flow at revisiting the store)
Next, a description will be given of the flow of processing when a customer who has temporarily left the store due to the above processing returns to the store and starts a transaction. FIG. 16 is a sequence diagram showing the flow of processing when a customer who has temporarily left the store after receiving it at the window returns to the store and starts a transaction in the reception processing system 100 according to the present embodiment.

  As shown in FIG. 16, in step 500, the customer who has revisited the store starts reception processing for the revisit by the reception terminal 136. For example, the customer can start a re-visit store reception process by operating an operation button, a touch panel, or the like of the reception terminal 136 according to a guide displayed on the screen of the reception terminal 136. For example, the customer can select reception of a re-visit store from a plurality of selection screens displayed on the screen of the reception terminal 136.

  When the reception terminal 136 is requested by the customer to start reception processing for the re-visit store, in step 502, the reception terminal 136 displays guidance on the screen so that the mobile phone 110 is held over the non-contact IC reader / writer 138. Accordingly, the customer can hold the mobile phone 110 over the non-contact IC reader / writer 138 in step 504.

  In response to this, in step 506, the non-contact IC reader / writer 138 reads the mobile phone specific information recorded on the IC chip of the mobile phone 110 held by the customer. Thereafter, the non-contact IC reader / writer 138 transmits the read mobile phone specific information to the customer information management server 152 in step 508.

  Next, in step 510, the customer information management server 152 searches the customer information DB for customer information corresponding to the mobile phone specific information received in step 508. Thereafter, the customer information management server 152 transmits the searched customer information to the reception information management server 134 in step 512.

  In response to this, the reception information management server 134 confirms that the reception information recorded in the reception information DB matches the customer information transmitted from the customer information management server 152, and the customer who has temporarily left the store. Can be confirmed to have visited again. Thereafter, in step 514, the reception information management server 134 updates the reception information DB. Specifically, the record related to the temporary store situation recorded in the reception information DB is updated from “temporarily leaving” to “re-visited”.

  Thereafter, in step 516, the reception information management server 134 requests the reservation information management server 122 to acquire the pre-input information of the customer who has visited again. At this time, the reception information management server 134 can transmit predetermined information such as the customer's name and account number to the reservation information management server 122, for example.

  In response to this, the reservation information management server 122 searches the reservation information DB for pre-input information corresponding to information such as the customer's name transmitted from the reception information management server 134. In step 518, the reservation information management server 122 searches the pre-input information searched for. It transmits to the reception information management server 134.

  Thereafter, in step 520, the reception information management server 134 transmits various information related to the customer transaction to the staff terminal 142. The transaction information that the reception information management server 134 transmits to the attendant terminal 142 includes customer information acquired in step 512, pre-input information acquired in step 518, and the like in addition to the reception information recorded in the reception information DB. included.

  The person in charge at the window browses the transaction information transmitted to the staff terminal 142 in step 520 and prepares necessary documents and the like, and then calls the customer's receipt number to the receipt number management apparatus 140 in step 522. Instruct. In response to this, the reception number management apparatus 140 displays the reception number for which the call instruction has been received on the monitor or outputs it by voice to call the customer. Thereby, the customer can go to the window and start a transaction.

(5. Summary)
The details of the reception processing system 100 according to one embodiment of the present invention have been described above. As described above, in the reception processing system 100 according to the present embodiment, a customer can perform advance reception of a transaction using the mobile phone 110. At this time, by using customer information (account number, transaction history, etc.) recorded in the customer information DB managed by the financial institution, a complicated operation of inputting details of a desired transaction can be performed accurately and easily. It can be carried out. As a result, it is possible to solve the problem that the transaction time is extended due to erroneous input, omission of input, etc., and the waiting time of other customers becomes longer.

  In addition, in the reception processing system 100 according to the present embodiment, after the reception processing is performed at the window, if the customer wishes to leave the store temporarily, the mobile phone 110 is used to change the customer according to the customer's current location. Calls can be made at appropriate times each time. As a result, the customer arrives at the branch office 130 much earlier than the actual transaction time, or arrives at the branch office 130 much later than the actual transaction time. It can be resolved.

  Furthermore, in the reception processing system 100 according to the present embodiment, when a customer who has temporarily left the store is unlikely to be in time for the transaction start time, or when it is desired to change the schedule of the return visit due to the convenience of the customer, the return visit You can also prompt for a change of schedule. As a result, the customer can appropriately change the schedule of the re-visiting store when inconvenience occurs after temporarily leaving the store or when the customer wants to change the transaction place to another sales store 130. As a result, it is possible to preferentially call customers who are in time for the transaction start time, and to guide customers who are unlikely to be in time to change the reservation of the re-visit store, thereby efficiently reducing the waiting time of a plurality of customers.

  The preferred embodiments of the present invention have been described in detail above with reference to the accompanying drawings, but the present invention is not limited to such examples. It is obvious that a person having ordinary knowledge in the technical field to which the present invention pertains can come up with various changes or modifications within the scope of the technical idea described in the claims. Of course, it is understood that these also belong to the technical scope of the present invention.

  For example, in the above embodiment, a financial institution has been described as an example of an office, but the present invention is not limited to such an example. For example, if the establishment has a purpose of dealing or consulting with multiple customers, such as a government office, hospital, store, etc., and multiple customers require reception prior to dealings or consultation, etc. The reception processing system of the invention can be applied.

  Further, in the present specification, the steps described in the sequence diagram are not necessarily processed in time series in addition to the processes performed in time series in the described order, but in parallel or individually. Also includes processing to be performed. Further, it goes without saying that the order can be appropriately changed even in the steps processed in time series.

It is explanatory drawing which shows the whole structure of the reception processing system 100 which concerns on one of embodiment of this invention. In the embodiment, it is explanatory drawing which shows an example of a structure of reservation information DB which the reservation information management server 122 manages. In the embodiment, it is explanatory drawing which shows an example of a structure of reception information DB which the reception information management server 134 manages. In the embodiment, it is explanatory drawing which shows an example of a structure of customer information DB which the customer information management server 152 manages. FIG. 11 is a sequence diagram showing a flow of processing when a customer makes a reservation in advance using the mobile phone 110 in the reception processing system 100 according to the embodiment. In the embodiment, it is explanatory drawing which shows the example of a screen display of the mobile telephone 110 at the time of inputting prior input information. In the reception processing system 100 according to the same embodiment, it is a sequence diagram showing the flow of processing when a customer who has made a prior window reservation visits the store and receives at the window. In the reception processing system 100 according to the same embodiment, it is a sequence diagram showing the flow of processing when a customer who has made a prior window reservation visits the store and receives at the window. In the same embodiment, it is explanatory drawing which shows the example of a display of the display of the reception terminal 136 which displays waiting number of persons, prediction waiting time, and guidance of a temporary exit. FIG. 17 is an explanatory diagram illustrating a display example of a display of the reception terminal 136 that guides and displays the mobile phone 110 over the non-contact IC reader / writer 138 in the embodiment. It is a sequence diagram which shows the flow of a process at the time of making a call with respect to the customer who left temporarily after reception in a reception desk in the reception processing system 100 which concerns on the embodiment. It is a sequence diagram which shows the flow of a process at the time of making a call with respect to the customer who left temporarily after reception in a reception desk in the reception processing system 100 which concerns on the embodiment. In the embodiment, it is explanatory drawing which shows the example of a screen display of the mobile telephone 110 which displays the calling guidance and the schedule change guidance of a re-visit store. In the embodiment, it is explanatory drawing which shows the example of a display of the mobile telephone 110 which displays the schedule change guidance of a re-visit store. In the same embodiment, it is explanatory drawing which shows an example of the display screen of the mobile telephone 110 which displays the list | wrist of the future transaction time. In the reception processing system 100 according to the same embodiment, it is a sequence diagram showing a flow of processing when a customer who has temporarily left after reception at a window visits the store again and starts a transaction.

Explanation of symbols

DESCRIPTION OF SYMBOLS 100 Reception processing system 110 Mobile phone 120 Data center 122 Reservation information management server 130 Sales office 132 Store front reception system 134 Reception information management server 136 Reception terminal 138 Non-contact IC reader / writer 140 Reception number management apparatus 142 Staff terminal 150 Financial institution center 152 Customer information management server 160 Public communication network 170 Financial institution communication network

Claims (12)

A reservation information management server that manages a reservation information database that is connected to a mobile phone of a user via a communication network and stores information related to reservations for accepting transactions received from the mobile phone;
A customer information management server that manages a customer information database in which personal information about users and past transaction history are recorded;
A reception information management server that manages a reception information database that records information related to the reception status of users at a storefront of a sales store, and that manages reception reservations related to transactions at the storefront In
When the reservation information management server receives a reservation for accepting a transaction from the mobile phone, the reservation information management server notifies the user of the mobile phone from the customer information recorded in the customer information database managed by the customer information management server. Acquire corresponding customer information from the customer information management server, send to the mobile phone,
The reservation information management server is configured such that when a user temporarily exits after performing reception processing at the storefront, based on the location information of the mobile phone held by the user who has temporarily left the store, When the time at which the user can revisit the store is calculated, and the difference between the time at which the user can start the transaction calculated by the reception information management server is within a predetermined time, Send the call information of the revisit to the mobile phone,
The reservation information management server sends the call information of the re-visit store to the mobile phone, and then the user calculated based on the location information of the mobile phone held by the user who has temporarily left the store visits the store. If the time at which the user can revisit is delayed by a certain time or longer than the time at which the user can start the transaction calculated by the reception information management server, information related to the schedule change of the revisited store is displayed on the mobile phone. A reception processing system characterized by transmitting to.   The reservation information management server records, in the reservation information database, information relating to a desired transaction input to the mobile phone based on the customer information received by the user from the reservation information management server as pre-input information. The reception processing system according to claim 1, wherein the reception processing system is characterized. A reception terminal that is installed at each sales office and performs user reception processing at the sales counter of the sales shop;
Further comprising
The reception information management server receives customer information corresponding to a user who is performing reception processing at the storefront from customer information recorded in the customer information database managed by the customer information management server. The reception processing system according to claim 2, wherein the reception processing system is obtained from an information management server and recorded in the reception information database.   The reception information management server calculates a waiting number of transactions desired by a user who is performing reception processing at the storefront based on information on the reception status recorded in the reception information database, and the waiting number The reception processing system according to claim 3, wherein a time at which the user can start a transaction is calculated based on the information, and the calculated waiting number and time are recorded in the reception information database. . The reception information management server transmits the waiting number and time recorded in the reception information database to the reception terminal,
The reception processing system according to claim 4, wherein the reception terminal displays the waiting number and time transmitted from the reception information management server.   When the reservation information management server receives a notification from the mobile phone that the user who has temporarily left the store wants to change the schedule of the re-visit store, information on the time at which the user can start a transaction in the future The reception processing system according to claim 5, wherein the reception information management server is acquired from the reception information management server and transmitted to the mobile phone.   When the reservation information management server receives a notification from the mobile phone that a user who has temporarily left the store wants to change the schedule for a re-visit store, the user may start a transaction in another store in the future. The reception processing system according to claim 6, wherein information regarding a possible time is acquired from a reception information management server provided in the other branch and transmitted to the mobile phone.   The reservation information management server, based on the location information acquired from the mobile phone possessed by the user, when the user who has temporarily left the store receives a notification from the mobile phone that he / she wishes to change the schedule of the re-visit store Information on time at which the user can search for a store near the current location of the user and can start a transaction at the store where the user has been searched is received information management provided in the searched store. The reception processing system according to claim 7, wherein the reception processing system is acquired from a server and transmitted to the mobile phone. If the user wishes to leave the store temporarily after performing the reception process at the store counter,
9. The customer information management server records mobile phone specific information recorded on an IC chip of the mobile phone in the customer information database in association with a mail address of the mobile phone. The reception processing system according to any one of the above.   The customer information management server acquires, via a non-contact IC reader / writer, mobile phone specific information recorded in an IC chip of a mobile phone possessed by a user who is accepting processing at the storefront. An email address of the mobile phone possessed by a person is acquired through the reservation information management server, and the mobile phone specific information and the email address are associated and recorded in the customer information database, The acceptance processing system according to claim 9. The customer information management server transmits the email address to the reservation information management server when an email address associated with the mobile phone specific information acquired from the mobile phone is already recorded in the customer information database. And
The reservation information management server is information related to a desired transaction that the user has input to the mobile phone the email address transmitted from the customer information management server based on the customer information received from the reservation information management server. The reception processing system according to claim 10, wherein the reception processing system is recorded in the reservation information database in association with the pre-input information. A reservation information management server that manages a reservation information database that is connected to a mobile phone of a user via a communication network and stores information related to reservations for accepting transactions received from the mobile phone;
A customer information management server that manages a customer information database in which personal information about users and past transaction history are recorded;
A reception information management server that manages a reception information database that records information related to the reception status of users at a storefront of a sales store, and that manages reception reservations related to transactions at the storefront The reception processing method in
The reservation information management server, a reservation acceptance start step for accepting a transaction acceptance reservation from the mobile phone;
A customer information requesting step in which the reservation information management server sends predetermined information about the user who made the reception reservation to the customer information management server to request customer information of the user;
The customer information management server searches for customer information corresponding to the user from the customer information recorded in the customer information database and transmits it to the reservation information management server in response to the customer information requesting step. A first customer information transmission step of:
A second customer information transmission step in which the reservation information management server transmits the customer information received in the first customer information transmission step to the mobile phone;
When it is determined that the user wishes to leave the store temporarily, the reservation information management server determines that the user has moved to the store based on the location information of the mobile phone of the user who has temporarily left the store. A first predicted arrival time calculating step for calculating a first predicted predicted arrival time that can be re-visited;
The first predicted arrival time calculated in the first predicted predicted time calculation step, and the first predicted transaction start time at which the user can start a transaction calculated by the reception information management server; A first determination step of determining whether or not the difference is within a predetermined time;
A transmission step of transmitting call information of a revisit to the mobile phone when it is determined that the difference is within the predetermined time in the first determination step;
After the transmitting step, the reservation information management server is configured to allow the user to revisit the store based on the location information of the mobile phone held by the user who has temporarily left the store. A second predicted arrival time calculating step for calculating the second predicted arrival time, and the second predicted predicted time calculated in the second predicted predicted time calculation step is calculated by the reception information management server. A second determination step of determining whether or not the second predicted transaction start time at which the transaction can start is delayed by a certain amount or more;
In the second determination step, when the second predicted arrival time is delayed by a certain amount or more with respect to the second predicted transaction start time, a second transmission step of transmitting information related to the schedule change of the second visit to the mobile phone. When,
The reception processing method characterized by including.

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