JP6173682B2 - Customer support system, customer support method, and customer support program - Google Patents

Description

  The present invention relates to a customer response support system, a customer response support method, and a customer response support program for efficiently responding to a store visitor.

  In reception work corresponding to a window at a financial institution or the like, the business of each customer is processed in the order of visit to the store. A customer guidance system is used for such processing. In this customer guidance system, a ticketing terminal is installed in a store, and a receipt slip with a number is provided to a visitor. The issued numbers are sequentially displayed at the counter window to guide customers.

  A variety of studies have been conducted in order to respond efficiently and accurately to such contact handling. For example, a technique for guiding a customer to an appropriate counter window has been studied (for example, see Patent Document 1). The customer guidance system described in this document calculates the waiting time of each window. Then, compare the waiting time of each counter, and if the waiting time of the counter window is shorter, the customer is prompted to select a counter window, and a window for processing the customer's business based on the selection result is displayed. Allocate.

  In addition, a technique for accepting a reservation from a customer who is planning to visit the store and guiding the customer to the window at the time of visiting the store has been studied (for example, see Patent Document 2). The control unit of the customer guidance management server described in this document receives access from the mobile phone terminal and acquires the scheduled visit time. If the expected response completion time has already passed the scheduled visit time, confirmation screen data is transmitted to confirm whether reservation is necessary. On the other hand, when the expected response completion time has not passed the scheduled visit time, the expected response completion time recorded in the response prediction data storage unit is monitored. If it is detected that the expected response completion time has passed the scheduled visit time, a call number is set for this reservation, and the call number is notified to the customer.

  Further, a technique for providing information to customers who are waiting for a turn using wireless communication has been studied (for example, see Patent Document 3). The number issuing system described in this document detects a user terminal that has entered a radio wave reach within a store of a financial institution and receives a terminal identifier. And when the data regarding the deposit account identifier recorded in the IC card and the business type are received from the user terminal, the number issuing system transmits the received customer information to the in-store information providing system. The in-store information providing system provides special information to the user terminal based on the received customer information. Furthermore, when the in-store information providing system receives this customer order arrival notification from the number issuing system, the provision of special information is stopped.

JP 2002-222322 A (first page, FIG. 1) JP 2009-245290 A (first page, FIG. 1) Japanese Patent Laying-Open No. 2003-108782 (first page, FIG. 1)

  It is desirable for customers and stores to be able to respond efficiently when customers visit the store. However, since the customer's purpose of visiting the store and detailed requirements cannot be grasped at the time of reception, it may be difficult to respond efficiently. In addition, when dealing with customers at a window or the like, it is necessary to check the customers waiting for the turn that were guided to the window. Conventionally, a receipt slip on which a receipt number is printed is provided when visiting a store, and a customer is specified by the receipt slip when a window is guided. However, as described above, when providing turn waiting information to the mobile terminal of the customer, it is difficult for the customer to confirm.

  The present invention has been made to solve the above-mentioned problems, and its purpose is to provide a customer response support system, a customer response support method, and a customer response support program for efficiently responding to a store visitor. There is to do.

In order to solve the above-mentioned problem, the invention described in claim 1 accepts , for each store, a store information storage unit storing connection setting information for using communication means in the store area, and a store visitor. The store identification information for specifying the situation and the store visit information storage unit for storing the store visit purpose, the communication means for performing wireless communication with the portable terminal in the store area, and the short distance reading unit for reading the receipt identification information are connected. Connected to the person-in-charge terminal, and a customer support support system comprising a control unit that manages the response of the store visitor, and when the control unit accepts a store visit reservation from the use terminal of the prospective store visitor, identify the visit schedule store at visit reservation, from the shop information storage unit, acquires the connection setting information of the visit schedule shop, provides a portable terminal of the visit's in-store area, the communication When detecting the mobile terminal by wireless communication using the connection setting information stage, it performs a check-in process for identifying the visit who uses the mobile terminal, reception identification including identification information for identifying the visit's The information is provided to the portable terminal, and when the corresponding order arrives according to the reception status of the store visitor, the reception identification information output in the portable terminal is read by the short distance reading means of the person in charge terminal by reading, on the basis of the short distance read visit purpose specified by the reception identification information read by the means, in the representative terminal, the visit Accessible through the rows of stomach, complete information about the corresponding process of the visit's Is acquired, the checkout process for deleting the reception identification information and connection setting information corresponding to the store visit purpose recorded in the portable terminal is performed. And summarized in that row.

The customer support system further includes a customer information storage unit in which customer response information is recorded in association with the customer identifier of the customer, and the control unit specifies the customer identifier of the customer when the customer identifier is specified. in part, acquires customer service information associated with the customer identifier, it is preferable to output the customer corresponding information to the representative terminal.

In the customer service support system, the control unit transmits person-in-charge confirmation information for specifying a person in charge who uses the person-in-charge terminal to the portable terminal, and the person-in-charge terminal sends a person in charge to the portable terminal. provides information, personnel information acquired in said mobile terminal, to authenticate by using the representative confirmation information, it is preferable to output the authentication result to the mobile terminal.

The customer support system further includes a communication method storage unit that records a communication method corresponding to the information type, and the person-in-charge terminal specifies an information type of correspondence information used for a store visitor's response process, and the communication using techniques storage unit, it specifies a communication method corresponding to the information type, only if the person in charge device supports said communication method, it is preferable to allow the transmission of the corresponding information.

In the customer support system, wherein the control unit, when it is determined that there is no online reservation of the visit who may output a screen for inputting the visit object to the mobile terminal.

In the customer service support system, in the check-in process, the control unit includes:
When it is determined that there is a prior confirmation item according to the purpose of visiting the store, it is preferable to output a confirmation screen for the prior confirmation item to the mobile terminal.

In the customer service support system, when the control unit accepts a visit reservation from a use terminal of a prospective visitor, the store visit purpose is specified in the visit reservation, and it is determined that there is an advance confirmation item according to the visit purpose. In this case, it is preferable to output a confirmation screen for the prior confirmation items to the user terminal.

In addition, for the store visitor, the reception identification information for specifying the reception status and the store visit information storage unit for storing the store visit purpose, the communication means for performing wireless communication with the portable terminal in the store area, and the reception identification information are read. A method for supporting customer correspondence using a customer correspondence support system connected to a person-in-charge terminal to which a short-distance reading means is connected, and comprising a control unit for managing the correspondence of a store visitor, the control unit However, in a store area, when a mobile terminal is detected by wireless communication of the communication means, a check-in process for specifying a store visitor who uses the mobile terminal is executed, and identification information for specifying the store visitor is provided. Including the reception identification information including the reception identification information output in the portable terminal when the corresponding order arrives according to the reception status of the store visitor. The processing is performed by the person-in-charge terminal in response to the store visit purpose specified by the reception identification information read by the short-distance reading unit and read by the short-distance reading unit of the reporter terminal. And

In addition , for the store visitor, the reception identification information for specifying the reception status and the store visit information storage unit for storing the store visit purpose, the communication means for performing wireless communication with the portable terminal in the store area, and the reception identification information are read. A program that supports a customer response using a customer response support system that is connected to a person-in-charge terminal to which a short-distance reading means is connected, and that manages the response of a store visitor, the control unit In a store area, when a mobile terminal is detected by wireless communication of the communication means, a check-in process for specifying a store visitor who uses the mobile terminal is executed, and identification information for specifying the store visitor is obtained. Including the reception identification information including the reception identification output in the portable terminal when the corresponding order arrives according to the reception status of the store visitor. Means for reading the information by the short distance reading means of the person in charge terminal and performing the corresponding process of the store visitor in the person in charge terminal based on the purpose of visiting the store specified by the reception identification information read by the short distance reading means It is made to function as.

(Function)
According to the above disclosure, reception identification information including identification information for specifying a store visitor is provided to the mobile terminal. Then, when the order of correspondence arrives according to the reception status of the store visitor, the reception identification information output from the portable terminal is read by the short distance reading means of the person in charge terminal. Thereby, the store visitor can be specified by the short distance reading means using the store visitor's portable terminal. Here, as the reception status of the store visitor, it is possible to use information such as the order of the store visit, the reservation status, and the purpose of the store visit.

According to the above disclosure, connection setting information for using the communication means in the store area is provided to the mobile terminal of the customer. Thereby, the visitor can use wireless communication in the in-store area.

According to the above disclosure, when the customer identifier of the customer is specified, the customer information storage unit acquires the customer correspondence information associated with the customer identifier, and outputs the customer correspondence information to the person-in-charge terminal. Thereby, the response | compatibility according to the visitor can be performed efficiently.

According to the above disclosure, information corresponding to the purpose of visiting the store is deleted. Thereby, unnecessary information can be deleted and information leakage can be suppressed.
According to the above disclosure, the person-in-charge information acquired in the mobile terminal is authenticated using the person-in-charge confirmation information, and the authentication result is output to the mobile terminal. Thereby, the person in charge can also be confirmed in the customer at the store.

According to the above disclosure, transmission of correspondence information is permitted only when the communication method is supported. Thereby, an appropriate communication method can be used according to the type of information.
According to the above disclosure, a screen for allowing the mobile terminal to input a store visit purpose is output. Thereby, even when there is no store visit reservation, a customer visit can be accepted.

According to the above disclosure, in the check-in process, a confirmation screen for prior confirmation items is output to the mobile terminal. As a result, necessary items can be confirmed when visiting the store and customers can be handled efficiently.

According to the above disclosure, a confirmation screen for prior confirmation items is output to the user terminal when making a visit reservation. As a result, necessary items can be confirmed in advance and the customer can be handled efficiently.

  According to the present disclosure, it is possible to efficiently deal with a store visitor.

The system schematic of this embodiment. It is explanatory drawing of the system configuration | structure of this embodiment, Comprising: (a) is a portable terminal, (b) is explanatory drawing of a management server. Explanatory drawing of the local server of this embodiment. Explanatory drawing of the electromagnetic wave intensity distribution of the store area of this embodiment. It is explanatory drawing of the data recorded on the data storage part of this embodiment, Comprising: (a) is a store information storage part, (b) is a transaction information storage part, (c) is a customer information storage part, (d) is The reservation information storage unit, (e) is an explanatory diagram of the store visit information storage unit. Explanatory drawing of the process sequence of this embodiment. Explanatory drawing of the process sequence of this embodiment. Explanatory drawing of the process sequence of this embodiment. Explanatory drawing of the process sequence of this embodiment. Explanatory drawing of the process sequence of this embodiment. Explanatory drawing of the process sequence of this embodiment. Explanatory drawing of the process sequence of this embodiment. Explanatory drawing of the process sequence of other embodiment. Explanatory drawing of the process sequence of other embodiment.

  Hereinafter, an embodiment embodying the present disclosure will be described with reference to FIGS. In the present embodiment, the description will be made as a customer support system, a customer support support method, and a customer support support program used for dealing with a customer (store visitor) who visits a financial institution and makes various transactions.

  As shown in FIG. 1, in this embodiment, a mobile terminal 10, a personal computer terminal PC, a financial institution management server 20, a local server 30, and a person-in-charge terminal 50 are used. Here, the management server 20 is connected to the personal computer terminal PC via the Internet, and the local server 30 in the store of the financial institution is connected to the portable terminal 10 or the person in charge by wireless LAN using the antenna 40 as a communication means. Connected to the terminal 50.

  When a customer makes a store visit reservation, the customer's own personal computer terminal PC (use terminal) is used. The personal computer terminal PC is connected to the Internet and performs communication processing for transmitting and receiving web pages. For this purpose, the personal computer terminal PC includes a control unit, a display unit such as a display, and an input unit such as a keyboard and a pointing device. The personal computer terminal PC includes various programs such as a browser for displaying a web page. The use terminal used for the reservation is not limited to the customer's own personal computer terminal PC, and a computer terminal (for example, a smartphone or the like) that can access the management server 20 can be used.

  As shown to Fig.2 (a), the portable terminal 10 is portable computer terminals, such as a smart phone, for example. The mobile terminal 10 includes a control unit 11, a memory 12, a touch panel display 13, a GPS information acquisition unit 14, and a wireless communication unit 15. The mobile terminal 10 executes, via the base station, a mail mode for sending and receiving electronic mail, a browser mode for displaying a web page, and the like in addition to the normal telephone mode. In this memory 12, data relating to a terminal code for identifying the portable terminal 10 is recorded. The memory 12 records application data and connection setting information acquired from the management server 20.

The touch panel display 13 functions as a display unit and an input unit.
The GPS information acquisition unit 14 acquires GPS (Global Positioning System) information.
The wireless communication unit 15 performs wireless LAN communication using the connection setting information held by the mobile terminal 10.

  The control unit 11 includes a CPU, a RAM, a ROM, and the like as control means, and functions as a current location specifying means 111, a position management means 112, and a check-in management means 113.

  The current location specifying unit 111 executes processing for specifying the current location using GPS information. Note that the information used for specifying the current position is not limited to GPS information. For example, it is possible to acquire location information of a wireless LAN base station accessed by the mobile terminal 10 and specify the current location using this location information.

The location management means 112 displays a map showing the location of the store on the touch panel display 13 and executes a process of specifying the positional relationship with the store.
The check-in management unit 113 executes a check-in process and a check-out process which will be described later.

The management server 20 is a computer system for managing customers of financial institutions and managing reception of store reservations from each customer.
As shown in FIG. 2B, the management server 20 includes a control unit 21, a store information storage unit 22, a transaction information storage unit 23, a customer information storage unit 24, and a reservation information storage unit 25. These storage units are managed by the control unit 21 and permit access by the local server 30.

  The control unit 21 performs customer management at financial institutions, processing for accepting customer visit reservations, and the like. The control unit 21 includes a CPU, a RAM, a ROM, and the like as control means, and performs processing described later (processing such as a reservation acceptance stage and an access support stage). By executing the customer service support program for this purpose, the control unit 21 functions as a reservation receiving unit 211, an access support unit 212, and the like as shown in FIG.

The reservation accepting unit 211 executes a process for accepting a customer visit reservation.
The access support unit 212 executes processing for providing the mobile terminal 10 with application data for performing processing necessary when visiting the store and connection setting information for performing wireless LAN communication. By activating this application data, a check-in process to be described later is executed based on the distance between the current position and the store.

  As shown in FIG. 5A, the store information storage unit 22 stores a store management record 220 relating to the branch office (main branch) of this financial institution. The store management record 220 is recorded when a store that can use the wireless LAN is registered. The store management record 220 includes a store code, a store name, an address, a tradeable type, and data related to connection settings.

In the store code data area, data relating to an identifier (main branch code) for specifying each branch office of a financial institution is recorded.
In the store name data area, data relating to an identifier for specifying the name of this store is recorded.

In the address data area, data relating to the address of this sales office is recorded.
In the tradeable type data area, data relating to an identifier for specifying a trade type that can be handled in this branch is recorded.
In the connection setting data area, data relating to wireless communication setting information (access key and authentication code) necessary for using the wireless LAN of this branch office is recorded.

  As shown in FIG. 5B, the transaction information storage unit 23 stores a transaction management record 230 relating to a transaction performed at this financial institution. This transaction management record 230 is recorded when necessary documents (preliminary confirmation items), procedures, and cautions for transactions of each transaction type performed at a financial institution are determined. The transaction management record 230 is configured to include data regarding transaction types, required documents, and transaction information. The prior confirmation items are not limited to the required documents, but can be applied to items (for example, seals) and information (for example, account numbers and procedure details) necessary for transactions.

In the transaction type data area, data relating to an identifier for specifying the type of transaction performed at each branch office is recorded.
In the necessary document data area, data relating to information (document name, necessary document code) for specifying a document necessary for this transaction is recorded.
In the transaction information data area, data relating to procedures and precautions in this transaction are recorded.

  As shown in FIG. 5C, the customer information storage unit 24 records a customer management record 240 related to the customer of this financial institution. This customer management record 240 is recorded when customer registration is performed. The customer management record 240 includes a customer code, a password, an address, a holding account, a customer attribute, and data related to a terminal.

Data relating to an identifier for identifying each customer is recorded in the customer code data area.
In the password data area, data related to a password used when the customer accesses the management server 20 or the local server 30 is recorded.

Data relating to the customer's home address is recorded in the address data area.
In the possession account data area, data relating to a deposit account (account type code, main branch code, account number) for which the customer is a holder is recorded.

  In the customer attribute data area, data relating to an identifier for specifying the attribute of the customer is recorded. In this data area, an attribute flag indicating each customer attribute is recorded for a specific customer (for example, a good customer, a customer who needs attention, a customer who needs to respond based on a transaction history, etc.).

  In the terminal data area, data relating to an identifier (terminal code or the like) for specifying the mobile terminal 10 owned by the customer and a contact address (email address or the like) for contacting the mobile terminal 10 is recorded. . As long as the information can identify the mobile terminal 10, a telephone number used for the mobile terminal 10, identification information of an application installed in the mobile terminal 10, or the like can also be used.

  As shown in FIG. 5D, a reservation management record 250 regarding store visit reservation is recorded in the reservation information storage unit 25. This reservation management record 250 is recorded when reservation registration is performed. The reservation management record 250 includes data relating to a reservation number, a customer code, a planned visit date, a store code, a purpose of visit, and necessary documents.

In the reservation number data area, data relating to an identifier for specifying each store visit reservation is recorded.
In the customer code data area, data relating to an identifier for specifying a customer who made a store visit reservation is recorded.

In the planned visit date data area, data related to the date and time of the planned visit is recorded.
In the store code data area, data relating to an identifier (main branch code) for specifying a store to be visited is recorded.

In the store visit purpose data area, data relating to an identifier for specifying the transaction type that is the purpose of the store visit is recorded.
In the necessary document data area, data relating to an identifier (necessary document code) for identifying a document necessary for this transaction type is recorded. Further, in this data area, a flag for identifying presence / absence of pre-registration of the required document is recorded in association with the required document code. The pre-registered necessary document is stored in a document data storage unit (not shown) of the management server 20 in association with the reservation number.

The local server 30 is a computer system for guiding customers to the store.
As shown in FIG. 3, the local server 30 includes a control unit 31 and a store visit information storage unit 32. The control unit 31 performs processing for guiding customers to the store to the window. The control unit 31 includes a CPU, a RAM, a ROM, and the like as control means, and performs later-described processing (processing at the store reception stage, access management stage, terminal management stage, check-in support stage, call management stage, etc.). Do. By executing the customer support program for this purpose, the control unit 31 causes the store visit receiving means 311, the access management means 312, the terminal management means 313, the check-in support means 314, and the call management means 315 as shown in FIG. And so on.

The store visit receiving means 311 executes a process of receiving a store visit customer.
The access management means 312 executes access management processing for the mobile terminal 10 of the customer at the store. The access management unit 312 acquires a wireless LAN communication signal from the mobile terminal 10 via the plurality of antennas 40. And when the portable terminal 10 exists in a store, the radio wave intensity pattern (in-store radio pattern) of the wireless LAN communication signal received by each antenna 40 is held.

  As shown in FIG. 4, when a plurality of antennas (A, B, C) are assumed, the radio wave intensity at each antenna is different in the store area A1. Then, the location of the mobile terminal 10 can be specified according to the radio field intensity of the radio wave received by each antenna (A, B, C), and it is determined whether the customer at the store is in the store area A1. Can do.

The terminal management means 313 executes management processing for the mobile terminal 10 in the store.
The check-in support means 314 executes processing for supporting check-in and check-out of the customer visiting the store.
The call management unit 315 executes a process of calling a customer waiting for a turn. The call management unit 315 holds a person-in-charge table in which transaction types that can be handled for each customer person in charge are recorded.

  As shown in FIG. 5E, a store visit management record 320 for managing the store visit customer is recorded in the store visit information storage unit 32. The store visit management record 320 is recorded when a customer visit is detected. The store visit management record 320 includes data relating to a reception number, reservation number, store visit date, customer code, store visit purpose, necessary documents, and status.

In the reception number data area, data relating to an identifier for specifying the order of reception (acceptance status) of store visits is recorded.
In the reservation number data area, when there is a store visit reservation, data relating to an identifier for specifying the reservation management record 250 is recorded.

In the store visit date / time data area, data related to the date and time of visit is recorded.
In the customer code data area, data relating to an identifier for specifying a customer visiting the store is recorded.

  In the store visit purpose data area, data relating to an identifier for specifying a store visit purpose is recorded. Here, data relating to an identifier for specifying the type of transaction performed at the time of visiting the store is recorded.

  In the necessary document data area, data relating to an identifier (necessary document code) for identifying a document necessary for this transaction type is recorded. Furthermore, a flag for identifying the presence / absence of pre-registration is recorded in this data area in association with the required document code.

  In the status data area, data relating to an identifier for specifying the customer service situation is recorded. In the present embodiment, in this data area, a flag indicating any one of waiting for a turn, calling, handling, and termination of correspondence is recorded.

  The person-in-charge terminal 50 is a computer terminal used by a customer person in charge of a financial institution. As shown in FIG. 1, the person-in-charge terminal 50 includes a control unit 51, a display unit, a touch panel display 53 that functions as an input unit, and a code reader 55 as a short-distance reading unit.

  The control unit 51 includes a CPU, RAM, ROM, and the like as control means, and functions as information management means 511. The information management unit 511 executes processing for specifying a communication method according to the information type. For this purpose, the information management unit 511 holds a transmission method table associating information for specifying a communication unit corresponding to the information type as a communication method storage unit. In this transmission method table, wired, wireless, two-dimensional encoding, encryption, restrictions according to authority levels, and the like are set according to the information type.

In addition, when the customer person in charge finishes dealing with the customer, the person in charge terminal 50 inputs the completion of correspondence. In this case, the person-in-charge terminal 50 transmits a completion notification to the local server 30.
The code reader 55 reads the two-dimensional code displayed on the touch panel display 13 of the mobile terminal 10 of the customer who visits the store.

  Furthermore, each person-in-charge terminal 50 is connected to a call number display board for displaying a reception number. The reception number of the next waiting customer is output on this call number display board. Then, the customer is guided to the window using the reception number displayed on the call number display board. Further, each person-in-charge terminal 50 is connected to the host system by wireless LAN communication or wired communication, and transmits / receives various transaction information. In this host system, processing for managing transactions with customers is executed.

A customer-facing process procedure will be described using the system configured as described above.
(Overview)
First, an overall outline will be described with reference to FIG.
When a customer visits a store of a financial institution and performs transaction processing, a store visit reservation is made (step S1-1). More specifically, a customer (planned visitor) uses the personal computer terminal PC to access the management server 20 and make a visit reservation. This process will be described later with reference to FIG. It is also possible to visit and carry out transaction processing without making store visit reservations.

  And when the customer who brought the portable terminal 10 approaches the store of a financial institution, a terminal detection process is performed (step S1-2). Here, the location of the mobile terminal 10 is specified, and it is confirmed whether the user has entered the store. This process will be described later with reference to FIG. And a terminal corresponding | compatible process is performed with respect to the store visit customer in a store. Here, store visits are accepted according to customer attributes and reservation status. This process will be described later with reference to FIG.

  In this terminal correspondence process, a check-in process is performed (step S1-3). In this check-in process, a two-dimensional code used at the customer service counter is provided to the mobile terminal 10. The mobile terminal 10 on which this two-dimensional code is displayed functions as an acceptance slip that specifies the waiting order. This check-in process will be described later with reference to FIG.

Then, the customer at the store waits for the turn (step S1-4).
Next, when the preceding customer has been dealt with, the next waiting customer is called (step S1-5).

  Then, the customer at the store moves to the window and performs transaction processing for the purpose of visiting at the window (step S1-6). Here, when information is transmitted to the host system or the like at the person-in-charge terminal 50, a data transfer management process for determining a transmission method according to the type of information to be transmitted is executed. This process will be described later with reference to FIG.

  After the transaction ends, check-out is performed (step S1-7). As a result, various information about the current visit stored in the mobile terminal 10 is deleted. This customer call (step S1-5) to checkout (step S1-7) will be described later with reference to FIG.

(Reservation processing)
Next, the reservation process will be described with reference to FIG.
First, the control unit 21 of the management server 20 executes an access reception process (step S2-1). Specifically, when making a store visit reservation, the management server 20 is accessed using the personal computer terminal PC. In this case, the control unit 21 of the management server 20 executes user authentication processing. Here, the reservation receiving means 211 of the control unit 21 outputs a user authentication screen to the display of the personal computer terminal PC. Then, the reservation receiving unit 211 acquires the customer code and password input on the user authentication screen. Next, the reservation receiving unit 211 searches the customer information storage unit 24 for the customer management record 240 in which the customer code and password acquired from the personal computer terminal PC are recorded. Here, when the customer management record 240 in which the customer code and the password are recorded can be extracted from the customer information storage unit 24, the reservation receiving unit 211 completes the user authentication.

  Next, the control part 21 of the management server 20 performs a reservation reception process (step S2-2). Specifically, the reservation receiving means 211 of the control unit 21 outputs a reservation registration screen on the display of the personal computer terminal PC. This reservation registration screen is provided with an input field for setting the purpose of visit (transaction type) and the expected date of visit (date and time). Then, the reservation accepting unit 211 acquires the purpose of visiting the store (transaction type) and the planned date of visiting the store set on the reservation registration screen.

  Next, the control unit 21 of the management server 20 executes a corresponding store identification process (step S2-3). Specifically, the reservation accepting unit 211 of the control unit 21 specifies a holding account and an address in the customer management record 240 of the customer. Next, the reservation accepting unit 211 identifies the sales office where the customer's holding account is opened. Furthermore, the reservation receiving unit 211 compares the address acquired from the customer management record 240 with the address of the store management record 220 recorded in the store information storage unit 22, and the sales office located within the reference range from the customer address. Is identified as a store visit candidate. Then, the reservation receiving unit 211 narrows down the store management records 220 in which the transaction type set in the reservation registration screen is recorded in the transaction available type data area among the store management records 220 of the specified store visit candidates. Furthermore, the reservation accepting unit 211 confirms whether the scheduled visit date and time overlaps with other reservations. Specifically, the reservation receiving unit 211 searches the reservation information storage unit 25 for the reservation management records 250 of the narrowed store visit candidates. Further, the reservation accepting unit 211 includes a time zone in which the transaction required time is added to the desired store visit date and time set on the reservation registration screen, and the expected visit date and time recorded in the scheduled visit date data area of the other reservation management record 250. And the time zone taking into account the transaction time required. And the reservation reception means 211 confirms whether both time zones also overlap partially. In the case of duplication, the reservation receiving means 211 is excluded from store visit candidates.

  Then, the reservation receiving means 211 displays a screen indicating whether or not it is possible to respond to the desired store visit date and time for a predetermined number of store visits in the order of the store where the customer's holding account is opened and the store closest to the address. Output to the display. Here, in a desired store, when another store visit reservation and a store visit date / time overlap, the customer changes the store visit date / time. And the reservation reception means 211 specifies the store code of the selected store on the display of the personal computer terminal PC.

  Next, the control part 21 of the management server 20 performs the determination process about whether a document is required (step S2-4). Specifically, the reservation accepting unit 211 of the control unit 21 extracts the transaction management record 230 in which the store visit purpose (transaction type) is recorded from the transaction information storage unit 23. Here, when a necessary document is recorded in the transaction management record 230, it is determined that the document is necessary.

When it is determined that a document is necessary (in the case of “YES” in step S2-4), the control unit 21 of the management server 20 executes a necessary document instruction process (step S2-5). Specifically, the reservation accepting unit 211 of the control unit 21 acquires the necessary documents recorded in the transaction management record 230 and outputs information about the necessary documents on the display of the personal computer terminal PC. Here, necessary documents to be pre-registered are uploaded to the management server 20. In this case, the reservation receiving unit 211 stores the pre-registered necessary document in the document data storage unit in association with the reservation number.
On the other hand, when it is determined that the document is unnecessary (in the case of “NO” in step S2-4), the control unit 21 of the management server 20 skips the necessary document instruction process (step S2-5).

  Next, the control unit 21 of the management server 20 executes a reservation registration process (step S2-6). Specifically, the reservation accepting unit 211 of the control unit 21 assigns a reservation number, generates a reservation management record 250 in which data relating to a customer code to a necessary document is recorded, and registers the reservation management record 250 in the reservation information storage unit 25. When the necessary document is pre-registered, the reservation receiving unit 211 records a registered flag in the necessary document data area in association with the necessary document code of the document.

  Next, the control unit 21 of the management server 20 executes application data provision processing (step S2-7). Specifically, the access support means 212 of the control unit 21 acquires the contact information (mail address) recorded in the terminal data area of the customer management record 240 of this customer. Next, the access support unit 212 transmits application data used when visiting the store to the mail address of the mobile terminal 10. Note that the application data providing method is not limited to this. For example, information for acquiring application data (for example, information indicating a storage location of application data such as a URL) can be included in the mail.

  Next, the control unit 21 of the management server 20 executes wireless LAN information provision processing of the corresponding branch (step S2-8). Specifically, the access support means 212 of the control unit 21 extracts the store management record 220 of the store scheduled to visit from the store information storage unit 22, and the address information and connection recorded in the store management record 220. Get configuration information. Then, the access support unit 212 transmits the address information and connection setting information of the store to be visited to the e-mail address of the mobile terminal 10.

  Next, the control part 11 of the portable terminal 10 performs a data registration process (step S2-9). Specifically, the control unit 11 of the mobile terminal 10 records application data, address information, and connection setting information acquired from the management server 20 in the memory 12.

  Next, the control part 11 of the portable terminal 10 performs a guidance process in conjunction with the map (step S2-10). Specifically, the control unit 11 activates the position management unit 112 based on the application data, and displays the position of the branch on the map on the touch panel display 13 using the address information of the branch.

(Terminal detection processing)
The terminal detection process of the mobile terminal 10 approaching the sales store will be described with reference to FIG.
First, the control unit 11 of the mobile terminal 10 executes a current position specifying process (step S3-1). Specifically, the current location specifying unit 111 of the control unit 11 acquires GPS information via the GPS information acquisition unit 14 and specifies the address of the current position.

  Next, the control part 11 of the portable terminal 10 performs the determination process about whether the present position is the vicinity of a shop (step S3-2). Specifically, the location management means 112 of the control unit 11 acquires the address of the sales shop scheduled to visit recorded in the memory. Then, the position management unit 112 compares the address of the current position with the address of the sales office. Here, when the current position is within a predetermined range from the store, it is determined that the store is in the vicinity of the store. Note that it is also possible to specify the longitude and latitude based on the address of the sales office and compare it with the longitude and latitude of the current position specified by the GPS information.

  When it is determined that the current position is in the vicinity of the sales office (in the case of “YES” in step S3-2), the control unit 11 of the mobile terminal 10 executes an approach information output process (step S3-3). Specifically, the location management means 112 of the control unit 11 outputs a message indicating that the target branch is approached on the touch panel display 13. Further, the location management unit 112 starts wireless LAN communication based on the connection setting information stored in the memory. In this case, the position management unit 112 transmits the approach information to the local server 30.

  On the other hand, when it is determined that the current position is not in the vicinity of the sales office (in the case of “NO” in step S3-2), the control unit 11 of the mobile terminal 10 returns to the current position specifying process (step S3-1). Even after transmitting the approach information to the local server 30, the control unit 11 of the mobile terminal 10 returns to the current position specifying process (step S3-1).

  The control unit 31 of the local server 30 that has received the approach information from the portable terminal 10 executes processing for acquiring the radio wave intensity of the wireless LAN (step S4-1). Specifically, the access management unit 312 of the control unit 31 temporarily stores the time when the approach information is acquired. Then, the access management means 312 acquires a communication signal from the mobile terminal 10 in the wireless LAN from the antenna 40. In this case, the access management unit 312 calculates the radio field intensity of the signal received at each antenna 40.

  Next, the control part 31 of the local server 30 performs a collation process with the in-store radio wave pattern (step S4-2). Specifically, the access management means 312 of the control unit 31 compares the pattern of the radio wave intensity received at each antenna 40 with the pattern when the mobile terminal 10 exists in the store.

  Next, the control part 31 of the local server 30 performs the determination process about whether it is in a shop (step S4-3). Specifically, the access management means 312 of the control unit 31 determines that the mobile terminal 10 is in the store when the difference is within a predetermined range in the pattern comparison result.

  When it determines with it not being in a shop (in the case of "NO" in step S4-3), the control part 31 of the local server 30 performs the determination process about whether it is timeout (step S4-4). Specifically, the access management unit 312 of the control unit 31 calculates an elapsed time from the time when the access information of the mobile terminal 10 is acquired. If the elapsed time exceeds the reference time, it is determined as a timeout.

If it is determined that it is not a timeout (in the case of “NO” in step S4-4), the process repeats from the wireless LAN radio wave intensity acquisition process (step S4-1).
On the other hand, when it determines with it being in a shop (in the case of "YES" in step S4-3), the control part 31 of the local server 30 performs a terminal corresponding | compatible process (step S4-5). This terminal correspondence processing will be described later with reference to FIG.
If it is determined that a timeout has occurred ("YES" in step S4-4), the control unit 31 of the local server 30 ends the terminal detection process.

(Device compatible processing)
Next, terminal correspondence processing executed in the local server 30 that has detected the mobile terminal 10 will be described with reference to FIG.

  Here, the control part 31 of the local server 30 performs the specific process of a terminal (step S5-1). Specifically, the terminal management unit 313 of the control unit 31 acquires a terminal code from the mobile terminal 10.

  Next, the control part 31 of the local server 30 performs the determination process about whether the terminal is registered (step S5-2). Specifically, the terminal management unit 313 of the control unit 31 confirms whether or not the customer management record 240 in which the acquired terminal code is recorded is registered in the customer information storage unit 24 of the management server 20. When the customer management record 240 in which the terminal code is recorded can be extracted from the customer information storage unit 24, it is determined that the terminal is registered.

  When it is determined that the terminal is registered (in the case of “YES” in step S5-2), the control unit 31 of the local server 30 executes an acquisition process of the attribute of the terminal holder (step S5-3). Specifically, the terminal management unit 313 of the control unit 31 acquires the customer attribute recorded in the customer management record 240 extracted from the customer information storage unit 24 of the management server 20. When it is determined that the terminal is not registered (in the case of “NO” in step S5-2), the control unit 31 of the local server 30 ends the terminal handling process. In this case, the store visit using the portable terminal 10 is not performed.

  Next, the control part 31 of the local server 30 performs the determination process about whether it is a specific customer (step S5-4). Specifically, the terminal management unit 313 of the control unit 31 checks whether a specific attribute flag is recorded in the customer attribute data area of the customer management record 240. Here, when the attribute flag indicating the specific customer is recorded, it is determined that the customer at the store is the specific customer.

  When it determines with a specific customer (in the case of "YES" in step S5-4), the control part 31 of the local server 30 performs a specific customer response process (step S5-5). Specifically, the terminal management unit 313 of the control unit 31 notifies the customer staff according to the attribute flag recorded in the customer attribute data area of the customer management record 240. Upon receiving this notification, the person in charge of the customer responds according to the attribute of the specific customer.

  When it is determined that the customer is not a specific customer (in the case of “NO” in step S5-4), the control unit 31 of the local server 30 executes a determination process as to whether or not there is a reservation (step S5-6). Specifically, the terminal management unit 313 of the control unit 31 specifies the customer code in the customer management record 240. Then, the terminal management unit 313 searches the reservation information storage unit 25 for the reservation management record 250 in which the customer code is recorded and the current date is recorded in the planned visit date data area. When the reservation information storage unit 25 can extract the reservation management record 250 in which the customer code of the customer at the store and the current date are recorded, it is determined that there is a reservation.

  Here, when it is determined that there is no reservation (in the case of “NO” in step S5-6), the control unit 31 of the local server 30 executes a store visit purpose specific process (step S5-7). Specifically, the terminal management unit 313 of the control unit 31 outputs a store visit input screen on the touch panel display 13 of the mobile terminal 10. This store visit purpose input screen is provided with an input field for store visit purpose (transaction type). And the terminal management means 313 acquires the store visit purpose input on the store visit purpose input screen.

  On the other hand, when it is determined that there is a reservation (in the case of “YES” in step S5-6), the control unit 31 of the local server 30 skips the store visit purpose specifying process (step S5-7).

  And the control part 31 of the local server 30 performs a check-in instruction | indication process (step S5-8). Specifically, the terminal management unit 313 of the control unit 31 transmits a check-in instruction to the mobile terminal 10. Specific processing will be described later with reference to FIG.

(Check-in process)
Next, the check-in process will be described with reference to FIG. This process is executed based on the check-in instruction process (step S5-8).

  Here, first, the control unit 11 of the mobile terminal 10 executes an in-store area display process (step S6-1). Specifically, the control unit 11 performs in-store area display based on a check-in instruction from the local server 30.

  Next, the control unit 11 of the mobile terminal 10 executes a check-in function activation process (step S6-2). Specifically, the control unit 11 activates the application acquired from the management server 20. As a result, the check-in management means 113 is activated.

  Next, the control part 11 of the portable terminal 10 performs the display process of a personal identification screen (step S6-3). Specifically, the check-in management unit 113 of the control unit 11 outputs an identity confirmation screen to the touch panel display 13. This identity confirmation screen is provided with a customer code and password input field. When the customer code and password are input on the identity confirmation screen, the check-in management unit 113 transmits the input customer code and password to the local server 30 by wireless LAN communication.

  Next, the control unit 31 of the local server 30 executes an authentication information acquisition process (step S6-4). Specifically, the check-in support means 314 of the control unit 31 acquires the customer code and password input on the identity confirmation screen. Then, the check-in support unit 314 searches the customer information storage unit 24 of the management server 20 for a customer management record 240 in which the acquired customer code and password are recorded. If such a customer management record 240 can be extracted, the identity verification process is completed. On the other hand, when the customer management record 240 in which the customer code and the password are recorded cannot be extracted, a message indicating that the identity cannot be confirmed is output to the touch panel display 13 of the portable terminal 10 and the check-in process is terminated.

  Next, the control unit 31 of the local server 30 executes store visit registration processing (step S6-5). Specifically, the check-in support means 314 of the control unit 31 generates a store visit management record 320 to which an acceptance number is assigned and registers it in the store visit information storage unit 32. Here, the current date and time are recorded in the store visit date / time data area of the store visit management record 320.

  Here, when there is a store visit reservation, the check-in support means 314 accesses the reservation information storage unit 25 of the management server 20. Then, the check-in support means 314 stores, from the reservation information storage unit 25, the reservation management record 250 in which the current date is recorded in the planned visit date data area, and the reservation management record 250 in which the customer code of this visit customer is recorded. To extract. Here, when a single reservation management record 250 is extracted, the check-in support means 314 specifies a reservation number and a store visit purpose based on this reservation management record 250 and records them in the store visit management record 320.

  On the other hand, when a plurality of reservation management records 250 are extracted, the check-in support means 314 outputs a list of reservations on the touch panel display 13 of the mobile terminal 10 to prompt selection of store visit reservations. The check-in support means 314 specifies the reservation number, the purpose of visiting the store, and the necessary documents based on the reservation management record 250 of the selected store visit reservation, and records it in the store visit management record 320. In this case, in the store visit management record 320, as in the reservation management record 250, a flag for identifying the presence or absence of pre-registration of the required document is recorded in association with the required document code.

  On the other hand, if there is no store reservation, the store visit purpose acquired in step S5-7 is recorded in the store management record 320. In this case, the reservation number data area of the store visit management record 320 is blank. Furthermore, the check-in support means 314 accesses the transaction information storage unit 23 of the management server 20 and extracts a transaction management record 230 in which the purpose of visiting the store (transaction type) is recorded. Then, the check-in support means 314 acquires the necessary documents recorded in the transaction management record 230 and records them in the store visit management record 320.

  Next, the control unit 31 of the local server 30 executes a determination process as to whether or not a document has been registered (step S6-6). Specifically, the check-in support means 314 of the control unit 31 checks whether or not the necessary document code is recorded in the necessary document data area of the store visit management record 320. In the store visit management record 320, if a flag indicating pre-registration is recorded for all necessary document codes, it is determined that the document has been registered.

  When it is determined that there is a necessary document that has not been registered in advance and the document has not been registered (in the case of “NO” in step S6-6), the control unit 31 of the local server 30 executes an instruction process for the required document ( Step S6-7). Specifically, the check-in support means 314 of the control unit 31 outputs a message indicating that the necessary documents are insufficient on the touch panel display 13 of the mobile terminal 10.

  On the other hand, when it is determined that all necessary documents have been registered in advance and the documents have been registered (in the case of “YES” in step S6-6), the control unit 31 of the local server 30 instructs the necessary documents (step S6). Skip -7). Even when there is no required document, the required document instruction processing (step S6-7) is skipped.

  Next, the control unit 31 of the local server 30 executes a turn waiting process (step S6-8). Specifically, the check-in support means 314 of the control unit 31 records a waiting queue flag in the status data area of the store visit management record 320.

  Next, the control unit 31 of the local server 30 executes a two-dimensional code generation process (step S6-9). Specifically, the check-in support means 314 of the control unit 31 generates a two-dimensional code image including data regarding the receipt number, customer code, and store visit purpose.

  Next, the control unit 31 of the local server 30 executes a two-dimensional code transmission process (step S6-10). Specifically, the check-in support means 314 of the control unit 31 transmits the generated two-dimensional code image to the mobile terminal 10.

  Next, the control part 11 of the portable terminal 10 performs a two-dimensional code display process (step S6-11). Specifically, the check-in management unit 113 of the control unit 11 records the two-dimensional code image acquired from the local server 30 in the memory 12 and displays it on the touch panel display 13.

(Customer handling)
Next, the customer service process will be described with reference to FIG.
First, the control unit 31 of the local server 30 executes the next customer calling process (step S7-1). Specifically, the call management means 315 of the control unit 31 detects the status of the store visit management record 320 of the store visit information storage unit 32 when detecting the response completion input at the person in charge terminal 50 of the customer representative who has finished the customer response. Record the corresponding end flag in the data area. Next, the call management means 315 specifies the next waiting customer. Here, the call management means 315 uses the person-in-charge table to specify a transaction type that can be handled by this customer person-in-charge. Next, the call management unit 315 specifies the store visit management record 320 in which the acceptance order is the youngest for this transaction type and the turn waiting flag is recorded in the status data area. Then, the call management means 315 records a calling flag in the status data area of the store visit management record 320, and outputs the corresponding contact number and reception number of the customer staff on the call number display board. In this case, the reception number and the contact number may be output by speech synthesis. Furthermore, the call management unit 315 may output a call message to the mobile terminal 10 using wireless LAN communication. And the customer who visits the store goes to the corresponding window.

  In this case, a two-dimensional code display process is executed in the mobile terminal 10 (step S7-2). Specifically, in the mobile terminal 10, a two-dimensional code image acquired from the local server 30 is displayed on the touch panel display 13.

  Next, the control unit 31 of the local server 30 executes a two-dimensional code reading process (step S7-3). Specifically, the customer visiting the store holds the two-dimensional code image displayed on the touch panel display 13 of the mobile terminal 10 over the code reader 55 connected to the person-in-charge terminal 50. In this case, the code reader 55 reads a two-dimensional code image displayed on the touch panel display 13 of the mobile terminal 10. Then, the call management unit 315 of the control unit 31 acquires the two-dimensional code information (acceptance number, customer code, purpose of visiting) about the visiting customer from the person in charge terminal 50.

  Next, the control part 31 of the local server 30 performs a two-dimensional code collation process (step S7-4). Specifically, the call management unit 315 of the control unit 31 specifies the reception number in the acquired two-dimensional code information. Then, the call management means 315 compares the receipt number of the store visit management record 320 in which the calling flag is recorded. If the two match, the call management unit 315 completes the collation and records a corresponding flag in the status data area of the store visit management record 320. On the other hand, when the receipt number is not recorded in the store visit information storage unit 32, the call management unit 315 outputs an error message to the person-in-charge terminal 50. Further, when the calling flag is not recorded in the store visit management record 320 in which the receipt number is recorded, the call management unit 315 outputs a message indicating that the status is different in the person-in-charge terminal 50. The customer person in charge responds to the customer according to the message displayed on the display of the person in charge terminal 50.

  Next, the control part 31 of the local server 30 performs a transaction process (step S7-5). Specifically, the call management means 315 of the control unit 31 acquires transaction information from the transaction information storage unit 23 in accordance with the transaction type recorded in the store visit purpose data area of the store visit management record 320, and the person in charge terminal 50 Output to the display. Then, the customer staff performs transaction processing using the host system of the financial institution based on the transaction information. When the transaction is completed, the transaction completion input is performed at the person-in-charge terminal 50. In this case, the control unit 31 of the local server 30 acquires transaction completion information from the person-in-charge terminal 50. Then, the call management unit 315 of the control unit 31 records a response completion flag in the status data area of the store visit management record 320.

  Next, the control unit 31 of the local server 30 executes a checkout instruction process (step S7-6). Specifically, the call management unit 315 of the control unit 31 transmits a checkout instruction for deleting unnecessary information to the mobile terminal 10.

  The control unit 11 of the mobile terminal 10 that has received the check-out instruction executes a process for deleting information related to this visit (step S7-7). Specifically, the check-in management unit 113 of the control unit 11 deletes application data, wireless LAN setting information, two-dimensional code image, necessary document information, and the like related to the current visit in the memory 12.

(Data transfer management process)
The data transfer management process will be described with reference to FIG. Here, when data transfer is performed in the person-in-charge terminal 50, a communication method is designated according to the information type (content).

  First, the control unit 51 of the person-in-charge terminal 50 executes processing for specifying the information type to be transmitted (step S8-1). Specifically, when the information management unit 511 of the control unit 51 detects a transmission instruction, the information management unit 511 identifies the information type to be transmitted. For example, the information type is specified based on a keyword or the like indicating a transaction type or the like included in the file name or file content.

  Next, the control unit 51 of the person-in-charge terminal 50 executes a communication method specifying process corresponding to the information type (step S8-2). Specifically, the information management unit 511 of the control unit 51 specifies a communication unit corresponding to the information type in the transmission method table.

  Next, the control unit 51 of the person-in-charge terminal 50 executes a determination process as to whether or not communication is possible in the current terminal environment (step S8-3). Specifically, the information management unit 511 of the control unit 51 specifies a communication method that can be used in the terminal environment of the person-in-charge terminal 50. Then, the information management unit 511 compares the communication unit corresponding to the information type with the communication method that can be used in the person-in-charge terminal 50.

  When it is determined that communication is possible in the current terminal environment (in the case of “YES” in step S8-3), the control unit 51 of the person-in-charge terminal 50 executes data transfer processing (step S8-4). Specifically, the information management unit 511 of the control unit 51 permits information transmission by a communication unit that can be used in the current terminal environment.

  On the other hand, when it is determined that communication is not possible in the current terminal environment (in the case of “NO” in step S8-3), the control unit 51 of the person-in-charge terminal 50 executes communication method instruction output processing (step S8—). 5). Specifically, the information management unit 511 of the control unit 51 outputs the content of the communication method to the touch panel display 53 corresponding to the information type. For example, in the person-in-charge terminal 50 in the wireless communication environment, when the wired method is designated as the communication method, the person-in-charge terminal 50 is wired. When the two-dimensional encoding is designated as the communication method, the person-in-charge terminal 50 converts the transmission target information into a two-dimensional code image. Then, a two-dimensional code image is read by a code reader connected to the host system. When encryption is designated as the communication method, the person-in-charge terminal 50 encrypts the transmission target information. If a restriction corresponding to the authority level is specified, the person-in-charge terminal 50 specifies the authority level of the person in charge and determines whether or not transmission is possible. When the authority level of the person in charge who uses the person-in-charge terminal 50 is low, another person in charge is requested to transfer data.

According to this embodiment, the following effects can be obtained.
(1) In this embodiment, the control part 21 of the management server 20 performs a reservation reception process (step S2-2). The corresponding store identification process (step S2-3) is executed. Thereby, it is possible to guide to a store that can handle the transaction desired by the customer.

  When it is determined that a document is necessary (in the case of “YES” in step S2-4), the control unit 21 of the management server 20 executes a necessary document instruction process (step S2-5). As a result, the customer can prepare the necessary documents, and an efficient response can be performed at the sales office.

  (2) In the present embodiment, the control unit 21 of the management server 20 executes a reservation registration process (step S2-6). This makes it possible to make a reservation according to the purpose of visiting the store and realize an efficient response. Then, the control unit 21 of the management server 20 executes application data provision processing (step S2-7) and wireless LAN information provision processing of the corresponding branch (step S2-8). As a result, when visiting the store, the wireless communication environment of the store can be used in the mobile terminal 10 of the customer to efficiently accept the store visit.

  (3) In the present embodiment, the control unit 11 of the mobile terminal 10 executes a current position specifying process (step S3-1). When it determines with the vicinity of a sales office (in the case of "YES" in step S3-2), the control part 11 of the portable terminal 10 performs the output process of approach information (step S3-3). As a result, the sales store can grasp in advance that the customer is approaching.

  (4) In the present embodiment, the control unit 31 of the local server 30 that has received the approach information from the mobile terminal 10 acquires the wireless LAN radio wave intensity (step S4-1), and compares the in-store radio wave pattern. (Step S4-2) is executed. When it determines with it not being in a shop (in the case of "NO" in step S4-3), the control part 31 of the local server 30 performs the determination process about whether it is timeout (step S4-4). As a result, even when the customer accidentally passes near the sales store, it is possible to take an appropriate response according to the determination as to whether or not the customer is in the store.

  On the other hand, when it determines with it being in a shop (in the case of "YES" in step S4-3), the control part 31 of the local server 30 performs a terminal corresponding | compatible process (step S4-5). Thereby, when a customer is in a store, quick customer correspondence can be performed.

  (5) In the present embodiment, the control unit 31 of the local server 30 executes a terminal specifying process (step S5-1). When it is determined that the terminal is registered (in the case of “YES” in step S5-2), the control unit 31 of the local server 30 executes an acquisition process of the attribute of the terminal holder (step S5-3). Thereby, even when there is no operation of the customer at the store, it is possible to quickly deal with the customer.

  (6) In this embodiment, when it is determined that there is no reservation (in the case of “NO” in step S5-6), the control unit 31 of the local server 30 executes a store visit purpose specifying process (step S5- 7). Thereby, even when there is no reservation, it is possible to deal with customers when visiting the store.

  (7) In this embodiment, when there is a necessary document that has not been pre-registered and it is determined that the document has not been registered (in the case of “NO” in step S5-9), the control unit 31 of the local server 30 Necessary document instruction processing is executed (step S5-10). As a result, the customer can be instructed to prepare the necessary documents.

  (8) In the present embodiment, the control unit 31 of the local server 30 executes a check-in instruction process (step S5-8). In this case, the control unit 11 of the mobile terminal 10 executes a display process of the identity confirmation screen (step S6-3), and the control unit 31 of the local server 30 executes an authentication information acquisition process (step S6-4). ). Thereby, the user of the portable terminal 10 can be authenticated and the customer visiting the store can be specified accurately.

  (9) In the present embodiment, the control unit 31 of the local server 30 executes store visit registration processing (step S6-5). Thereby, the store visit can be received using the mobile terminal 10 of the visit customer as in the conventional reception form.

  (10) In the present embodiment, the control unit 31 of the local server 30 executes a two-dimensional code generation process (step S6-9) and a two-dimensional code transmission process (step S6-10). In this case, the control unit 11 of the mobile terminal 10 performs a two-dimensional code display process (step S6-11). Then, the control unit 31 of the local server 30 executes a two-dimensional code reading process (step S7-3). This makes it possible to accurately check the customers visiting the store during the transaction. Furthermore, information (reception number, customer code, purpose of visiting) necessary for the transaction can be acquired using the two-dimensional code.

  (11) In the present embodiment, the control unit 31 of the local server 30 executes a checkout instruction process after completing the transaction process (step S7-5) (step S7-6). And the control part 11 of the portable terminal 10 performs the deletion process of the information regarding this visit (step S7-7). Thereby, unnecessary information can be deleted from the mobile terminal 10 and information leakage can be suppressed.

  (12) In this embodiment, the control unit 51 of the person-in-charge terminal 50 specifies the information type of the transmission target (step S8-1), and specifies the communication method according to the information type (step S8-2). Execute. When it is determined that communication is not possible in the current terminal environment (in the case of “NO” in step S8-3), the control unit 51 of the person-in-charge terminal 50 executes communication method instruction output processing (step S8-5). . Thereby, an appropriate communication method can be used according to the information type.

In addition, you may change each said embodiment as follows.
In the above-described embodiment, the customer support support system used for the response of the customer at the store of the financial institution has been described. However, the store is not limited to this.

  In the above embodiment, the reception order is used as the reception status of the store visitor. However, the reception order is not limited to the reception order as long as it is a status when the store is received. For example, it is possible to use information such as reservation status, store visit purpose, or a combination thereof. In addition, when there are a plurality of store visit purposes, it is possible to specify the reception status based on a combination of these purposes.

  In the above embodiment, the management server 20 and the local server 30 are configured separately. However, the hardware configuration is not limited to this, and can be configured as a single unit.

  In the above-described embodiment, the control unit 21 of the management server 20 executes the corresponding store identification process (step S2-3). Specifically, the reservation accepting unit 211 of the control unit 21 specifies a holding account and an address in the customer management record 240 of the customer. And the store visit candidate of the corresponding sales store is specified based on the holding account and the address. Here, based on the location of the mobile terminal 10, a store visit candidate for the corresponding store may be specified. In this case, the current location information is acquired from the mobile terminal 10, and the branch located within the reference range is specified as a store visit candidate.

In addition, the method for specifying store visit candidates may be changed according to the type of terminal used to access the management server 20. In this case, in the customer information storage unit 24, a corresponding store identification method is recorded in association with the terminal type. This association can be performed based on the results of store visit reservations. For example, in the case of access by a personal computer terminal PC, when a store is selected based on an address, a specific method (address) is recorded in the customer information storage unit 24 according to the type of terminal (personal computer terminal). In addition, when a branch office is selected based on the current location in the access by the mobile terminal 10, a specific method (current location) is recorded in the customer information storage unit 24 according to the type of terminal (mobile terminal). Then, when the corresponding sales store is specified after the next time, a specifying method corresponding to the type of terminal used for access is used.
In step S2-3, if the scheduled visit date and time overlaps with other reservations, the reservation accepting means 211 is excluded from the store visit candidates. Here, another time zone that can be dealt with at a store that is a candidate for the store visit may be specified as a candidate and output to the display of the personal computer terminal PC. In this case, another time zone that can be dealt with, and a time zone closest to the planned visit date and time may be specified as a candidate, and output may be given priority over other time zones.

  It is also possible to identify store visit candidates for the corresponding sales store according to the usage status of the customer's sales store. In this case, the control unit 21 of the management server 20 records the usage history of the store in the customer information storage unit 24 at the time of transaction. And a store visit candidate is specified based on the use history recorded in this customer information storage unit 24.

  In the above embodiment, in step S2-3, it is confirmed whether the time zone of the scheduled visit date and time overlaps with other reservations. Here, in this store candidate, it is also possible to consider the number of customer representatives (number of windows) that can correspond to the transaction type. In this case, the reservation accepting unit 211 uses the person-in-charge table to calculate the number of customer representatives who can handle the transaction type for the store that is a candidate for the store visit. Then, the reservation accepting unit 211 excludes sales offices whose number of records in the reservation management record 250 exceeds the number of customer representatives that can be handled from the store visit candidates.

  In the above embodiment, the control unit 31 of the local server 30 executes a two-dimensional code generation process (step S6-9). This two-dimensional code may be generated in the mobile terminal 10. In this case, the control unit 31 of the local server 30 transmits a two-dimensional code generation instruction to the portable terminal 10 after the store visit registration process (step S6-5). In this case, the control unit 11 of the mobile terminal 10 executes a two-dimensional code generation process.

  In the above embodiment, a customer waiting for a turn is guided to the window. Alternatively, the customer representative may use the person-in-charge terminal 50 to visit the customer at the time of the transaction. In this case, the person-in-charge code and password of the person in charge are registered in the person-in-charge terminal 50. Further, the person-in-charge terminal 50 stores person-in-charge information for confirming the person in charge in association with the person-in-charge code. The application data provided to the portable terminal 10 includes person-in-charge confirmation information for authenticating the person in charge.

  As shown in FIG. 13, the control unit 51 of the person-in-charge terminal 50 of the customer person in charge who handles the customer executes a login authentication process (step S9-1). Specifically, the control unit 51 outputs a login screen to the touch panel display 53. This login screen is provided with an input field for a person-in-charge code and a password. When the person-in-charge code and password are input, the control unit 51 performs login authentication using the person-in-charge code and password.

  When the login authentication is completed, the control unit 51 of the person-in-charge terminal 50 executes person information transmission processing (step S9-2). Specifically, the control unit 51 transmits the person-in-charge information of the person in charge who has logged in to the mobile terminal 10. This person-in-charge information includes information for authenticating the person in charge in the application data provided from the management server 20.

  Next, the control part 11 of the portable terminal 10 performs a person-in-charge authentication process (step S9-3). Specifically, the control unit 11 collates the person-in-charge information acquired from the person-in-charge terminal 50 using the person-in-charge confirmation information in the application data.

  When the person-in-charge information can be collated, the control unit 11 of the portable terminal 10 executes the person-in-charge information display process (step S9-4). Specifically, the control unit 11 outputs an authentication result and person-in-charge information to the touch panel display 13. Thereby, the customer at the store can confirm the person in charge and can safely perform the transaction.

  In the above embodiment, necessary documents are pre-registered in the management server 20. Here, the necessary documents brought to the store by the customer at the store may be pre-registered at the store. In this case, a printer for outputting a sticker on which the receipt number is printed is connected to the local server 30. Further, a scanner for scanning required documents is installed in the store and connected to the local server 30. Further, the local server 30 is provided with a document storage unit for registering image data obtained by scanning a necessary document. Then, the control unit 31 of the local server 30 is caused to function as document management means for managing required documents of the customer at the store.

Here, as shown in FIG. 14, document storage processing and customer correspondence processing are executed.
In the document saving process, the control unit 31 of the local server 30 executes a determination process as to whether there is an unregistered document at the time of check-in (step S10-1). Specifically, the document management means of the control unit 31 confirms whether or not there is a necessary document that is not pre-registered in the necessary document data area of the store visit management record 320.

If it is determined that there is no unregistered document (“NO” in step S10-1), the control unit 31 of the local server 30 ends the document storage process.
On the other hand, when it is determined that there is an unregistered document (in the case of “YES” in step S10-1), the control unit 31 of the local server 30 executes an output process of the sticker on which the reception number is printed (step S10—). 2). Specifically, the document management means of the control unit 31 outputs a sticker on which the receipt number and the document type are printed in the printer. Customers who have obtained this seal will attach it to the required documents they bring.

  Next, the control unit 31 of the local server 30 executes document acceptance processing (step S10-3). Specifically, a necessary document with a sticker attached is read by a scanner. In this case, the document management unit of the control unit 31 acquires image data of the necessary document.

Next, the control unit 31 of the local server 30 assigns a receipt number and executes registration processing (step S10-4). Specifically, the document management means of the control unit 31 acquires information on the receipt number printed on the sticker and the document type in the image data. The document management means stores the image data of the necessary document in the document data storage unit in association with the receipt number and the document type. Further, the document management means records a registered flag in association with the document type in the necessary document data area of the store visit management record 320 in which the receipt number is recorded.
Thereby, customer correspondence can be efficiently performed by pre-registering necessary documents in the store.

  In the above embodiment, the control unit 31 of the local server 30 executes a two-dimensional code generation process (step S6-9). Specifically, the check-in support means 314 of the control unit 31 generates a two-dimensional code image including data regarding the receipt number, customer code, and store visit purpose. The data included in the two-dimensional code image is not limited to this. For example, a reservation number may be included.

  In the above embodiment, when the response completion flag is recorded in the store visit management record 320, the control unit 31 of the local server 30 executes a checkout instruction process (step S7-6). Here, when it is detected that the mobile terminal 10 has gone out of the in-store area, a process for deleting information related to the current visit may be executed. In this case, the control unit 31 of the local server 30 compares the pattern of the radio wave intensity received at each antenna 40 with the pattern when the mobile terminal 10 exists in the store. And when it determines with the portable terminal 10 not being in a shop based on the comparison result of a pattern, a checkout instruction | indication is transmitted.

  In addition, when it is detected that the mobile terminal 10 has gone out of the store area, information deletion processing (step S7-7) regarding this visit may be performed independently. Specifically, when the mobile terminal 10 can no longer receive a radio signal from the antenna 40 in the store, the check-in management unit 113 deletes the current store-related information recorded in the memory 12. As a result, even when the transaction is terminated, the wireless LAN communication can be used again when in the store.

  In the above-described embodiment, the two-dimensional code reader 55 is used as the short-distance reading unit. However, the code reader 55 is not limited to the two-dimensional code reader as long as the communication distance is short enough to identify the user. For example, a code image having a data structure other than the two-dimensional code can be used. Furthermore, it is also possible to use a short-range wireless communication technology such as a contact type (ISO / IEC10536) and a proximity type (ISO / IEC14443) used for a non-contact type IC card. In this case, the reception identification information provided by wireless LAN communication is read by a code reader as non-contact type IC card information.

  DESCRIPTION OF SYMBOLS 10 ... Portable terminal, 11 ... Control part, 111 ... Present location specifying means, 112 ... Location management means, 113 ... Check-in management means, 12 ... Memory, 13 ... Touch panel display, 14 ... GPS information acquisition part, 15 ... Wireless communication part , PC ... PC terminal, 20 ... management server, 21 ... control unit, 211 ... reservation accepting means, 212 ... access support means, 22 ... store information storage unit, 23 ... transaction information storage unit, 24 ... customer information storage unit, 25 ... reservation information storage unit, 30 ... local server, 31 ... control unit, 311 ... store reception means, 312 ... access management means, 313 ... terminal management means, 314 ... check-in support means, 315 ... call management means, 32 ... visit Information storage unit, 40 ... antenna, 50 ... person in charge, 51 ... control unit, 511 ... information management means, 53 ... touch panel display, 5 ... code reader.

Claims (9)

For each store, a store information storage unit that stores connection setting information for using the communication means in the store area,
A store information storage unit for storing reception identification information for specifying a reception status and store visit purpose for store visitors,
A communication means for performing wireless communication with the mobile terminal in the in-store area;
A customer service support system that is connected to a person-in-charge terminal to which a short-distance reading unit that reads the reception identification information is connected, and includes a control unit that manages a store visitor's response,
The control unit is
When a store reservation is accepted from a use terminal of a planned visitor, the store planned to be visited is specified in the store reservation, connection setting information of the planned store is acquired from the store information storage unit, and the mobile terminal of the store visitor To provide
In a store area, when a mobile terminal is detected by wireless communication using connection setting information of the communication means, a check-in process is performed to identify a visitor who uses the mobile terminal,
Providing reception identification information including identification information for identifying the store visitor to the mobile terminal;
According to the reception status of the store visitor, when the corresponding order arrives, the reception identification information output in the portable terminal is read by the short distance reading means of the person in charge terminal,
On the basis of the short distance read visit purpose specified by the reception identification information read by the means, in the representative terminal, it has rows corresponding processing of the visit's
When completion information is acquired for the handling process of the store visitor, a check-out process is performed to delete the reception identification information and connection setting information corresponding to the store visit purpose recorded in the mobile terminal. Customer support support system. A customer information storage unit in which customer correspondence information is recorded in association with the customer identifier of the visitor;
The control unit is
When the customer identifier of the store visitor is specified, the customer information storage unit acquires customer correspondence information associated with the customer identifier, and outputs the customer correspondence information to the person-in-charge terminal. Item 3. The customer support system according to Item 1 . The control unit transmits person-in-charge confirmation information for identifying a person in charge who uses the person-in-charge terminal to the portable terminal,
The person-in-charge terminal provides person-in-charge information to the portable terminal,
The customer service support system according to claim 1 or 2 , wherein the person-in-charge information acquired in the portable terminal is authenticated using the person-in-charge confirmation information, and an authentication result is output to the portable terminal. A communication method storage unit that records the communication method corresponding to the information type;
In the person-in-charge terminal, specify the information type of the correspondence information used for the correspondence processing of the store visitor,
Using the communication method storage unit, identify a communication method corresponding to the information type,
The customer support support system according to any one of claims 1 to 3 , wherein transmission of the correspondence information is permitted only when the person-in-charge terminal supports the communication method. The said control part outputs the screen for inputting the store visit purpose into the said portable terminal, when it determines with the said store visitor not having a store visit reservation, The any one of Claims 1-4 characterized by the above-mentioned. The customer support system described in 1. In the check-in process, if the control unit determines that there is a prior confirmation item according to the purpose of visiting the store, the confirmation screen for the prior confirmation item is output to the mobile terminal. Item 6. The customer service support system according to any one of Items 1 to 5 . When the control unit accepts a store reservation from a use terminal of a prospective visitor, the store visit purpose is specified in the store visit reservation, and if it is determined that there is a prior confirmation item according to the store visit purpose, The customer support support system according to any one of claims 1 to 6 , wherein a confirmation screen for previous confirmation items is output to the use terminal. For each store, a store information storage unit that stores connection setting information for using the communication means in the store area,
A store information storage unit for storing reception identification information for specifying a reception status and store visit purpose for store visitors,
A communication means for performing wireless communication with the mobile terminal in the in-store area;
A method for supporting customer correspondence using a customer correspondence support system that is connected to a person-in-charge terminal connected to a short-distance reading means for reading the reception identification information, and that includes a control unit that manages the correspondence of the store visitor. There,
The control unit is
When a store reservation is accepted from a use terminal of a planned visitor, the store planned to be visited is specified in the store reservation, connection setting information of the planned store is acquired from the store information storage unit, and the mobile terminal of the store visitor To provide
In a store area, when a mobile terminal is detected by wireless communication using connection setting information of the communication means, a check-in process is performed to identify a visitor who uses the mobile terminal,
Providing reception identification information including identification information for identifying the store visitor to the mobile terminal;
According to the reception status of the store visitor, when the corresponding order arrives, the reception identification information output in the portable terminal is read by the short-distance reading means of the person-in-charge terminal,
On the basis of the short distance read visit purpose specified by the reception identification information read by the means, in the representative terminal, it has rows corresponding processing of the visit's
When completion information is acquired for the handling process of the store visitor, a check-out process is performed to delete the reception identification information and connection setting information corresponding to the store visit purpose recorded in the mobile terminal. Customer support support method. Store information that stores connection setting information for using the communication means in the store area for each store
A storage unit;
A store information storage unit for storing reception identification information for specifying a reception status and store visit purpose for store visitors,
A communication means for performing wireless communication with the mobile terminal in the in-store area;
A program that supports customer correspondence using a customer correspondence support system that is connected to a person-in-charge terminal connected to a short-distance reading means that reads the reception identification information, and that includes a control unit that manages the correspondence of the store visitor. There,
The control unit
When a store reservation is accepted from a use terminal of a planned visitor, the store planned to be visited is specified in the store reservation, connection setting information of the planned store is acquired from the store information storage unit, and the mobile terminal of the store visitor To provide
In a store area, when a mobile terminal is detected by wireless communication using connection setting information of the communication means, a check-in process is performed to identify a visitor who uses the mobile terminal,
Providing reception identification information including identification information for identifying the store visitor to the mobile terminal;
According to the reception status of the store visitor, when the corresponding order arrives, the reception identification information output in the portable terminal is read by the short-distance reading means of the person-in-charge terminal,
On the basis of the short distance read visit purpose specified by the reception identification information read by the means, in the representative terminal, it has rows corresponding processing of the visit's
Function as means for executing a checkout process for deleting reception identification information and connection setting information corresponding to the store visit purpose recorded in the portable terminal when completion information is acquired for the store visitor handling process A customer service support program characterized by

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