JP2001005862A - Sales support information reference system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To simultaneously display information required for sales such as negotiation history or recommended articles on a terminal in addition to client attribute information. SOLUTION: Client attribute information 2a copied from a client attribute information storage means 1, negotiation history information 2b inputted front a sales support terminal 4 and recommended article information 2c as a result of analysis due to a data analyzing means 3 are collected in a sales information storage means 2 as information required for sales. In this case, when the sales support terminal 4 is smarted, a sales information reference picture appears, and in that picture, the collected client attribute information, negotiation history information and recommended article information are displayed within a single picture. When there is a negotiation according to that display picture, that history can be inputted from the sale support terminal 4. Thus, the information required for sales can be displayed as a list and a sales opportunity can be increased.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a sales support information inquiry system, and more particularly, to a face-to-face conversation with a financial institution teller terminal, a distribution institution teller terminal, and other customers in various industries. The present invention relates to a sales support information inquiry system useful in a business field.

2. Description of the Related Art Conventionally, in a bank or the like, information relating to a customer stores only the result of an actual transaction as data, and data relating to the content of negotiations with the customer is stored by a negotiator. I had to write it down in my personal organizer and save it.

[0003]

2. Description of the Related Art When negotiating face-to-face with a customer at an office or the like, business information is obtained after information on the customer is obtained. Such information can be obtained by using a teller terminal to search for data that can uniquely identify the customer, for example, by using the account number as a key in the case of a bank. The information that can be obtained is the customer's address, name, and the like. further,
The customer's contract contents, transaction information, and the like are obtained by performing some input operations, switching display screens and displaying the information, and thereby obtaining desired information.

[0004] By the way, until now, for example, a teller of a financial institution has only been a passive function in terms of sales as a window for business processing. For this reason, the information available at the teller terminal is necessary and sufficient with the above information.

[0005] In the future, in order to increase sales opportunities, there is an increasing need for tellers to directly negotiate when meeting with customers. For this reason, even the teller terminal must be able to obtain information necessary for negotiation. Sales information required for negotiations includes customer attribute information such as the customer's address, name and telephone number, and information such as contract details that had been obtained through various input operations. Information about the content and recommended products that are suitable for the customer is required.

[0006]

However, such sales information can be obtained at a teller terminal for information such as customer attribute information and contract contents, but is immediately obtained for other information. There was no method, and there was a problem that a teller had to make a sales decision on his own based on information obtained from negotiations with customers.

[0007] The present invention has been made in view of the above points, and an object of the present invention is to provide a sales support information inquiry system capable of displaying information necessary for sales, such as negotiation history and recommended products, on a terminal. And

[0008]

FIG. 1 is a diagram illustrating the principle of the present invention for achieving the above object. The sales support information inquiry system of the present invention includes a customer attribute information storage unit 1, a sales information storage unit 2, a data analysis unit 3, and a sales support terminal 4. The customer attribute information storage means 1 is for storing customer attribute information, and is a host computer such as a financial institution. The sales information storage means 2 has customer attribute information 2a copied from the customer attribute information storage means 1, negotiation history information 2b inputted from the sales support terminal 4, and recommended product information 2c which is an analysis result by the data analysis means 3. ing. Here, the attribute information includes basic customer attribute information including an address and a name, and supplementary information such as a date of birth, gender, telephone number, and work location necessary to represent the characteristics of the customer. Negotiation history information provides information about the stability of the relationship with the company that operates, the name of the sales person who has the closest relationship with the customer, information about sales channels that the customer prefers or does not like, history of customer transactions, Includes negotiation history for traded products, information on products traded in the past, etc. The recommended product information includes recommended product information and purchase status based on the logic of the business side, recommended product information extracted from the characteristics of the customer, product information that needs to be re-marketed in the near future among purchased products, and the like. The data analysis unit 3 analyzes the customer attribute information 2a and the negotiation history information 2b stored in the sales information storage unit 2, analyzes the recommended products that are suitable for the customer, and outputs them as recommended product information 2c. The sales support terminal 4 is installed in a place where the customer negotiates face-to-face with the customer, and the customer attribute information 2 a and the negotiation history information 2 stored in the sales information storage means 2.
b and the recommended product information 2c are displayed in a list on a single display screen. Further, the sales support terminal 4 has a means for inputting the history of the negotiation when there is negotiation, and the input negotiation history is stored in the sales information storage means 2 as negotiation history information 2b.

[0009] Thus, information necessary for sales can be displayed in a list, so that information required for sales can be obtained with a minimum number of operations. The corresponding clerk can obtain not only the customer attribute information of the face-to-face customer but also the information that the salesperson had personally at the same time, so that they can effectively conduct business without missing a sales opportunity. Become.

Further, according to the present invention, at least two pieces of information of customer attribute information, negotiation history information of face-to-face negotiations with customers, and recommended product information stored in the sales information storage means are simultaneously displayed on one screen. Screen display means;
There is provided a computer-readable recording medium having recorded thereon a program having input means for inputting a history of face-to-face negotiations with a customer as negotiation history information in the sales information storage means.

By causing a computer to execute the program recorded on the medium, the functions of the screen display means and the input means can be realized by the computer.

[0012]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Next, an embodiment of the present invention will be described by taking as an example a case where the present invention is applied to a bank system.

FIG. 2 is a diagram showing a configuration example of a sales support information inquiry system. The bank system is located at the center 11
The center 11 includes an accounting host 15, a database server 16, a WWW (World Wide Web) server (hereinafter, referred to as a Web server) 17, a sales office 12, a public relations office 13, and another channel 14. , A mining server 18, the database server 16 and the Web server 17 are connected by a LAN (local area network) 19, and the database server 16 and the mining server 18 are connected by a dedicated line 20. An account terminal 21 and a sales support terminal 22 are installed in the branch 12, and the public relations are made up of a mobile phone 23 and a mobile terminal 24, and the other channel 14 is made up of a personal computer 25. The accounting terminal 21 of the sales office 12 is connected to an accounting host of the center 11 via a dedicated line 26, and the sales support terminal 22, the mobile phone 23 of the public relations 13, and the personal computer 25 of the other channel 14 are connected to a public line 27. It is connected to the Web server 17 of the center 11 via the Internet.
The other channel 14 can be Internet banking or the like, and includes an automatic teller machine.

The accounting terminal 21 of the branch 12 is the center 1
It is used to collect customer attribute information for one accounting host 15, and the collected customer attribute information is stored in the accounting host 15. The customer attribute information of the accounting host 15 is stored in the customer attribute table 1 of the database server 16.
6a. Attribute information is account number, name, address,
It contains basic customer attribute information, such as the balance of the deposit and the contents of the contract, and supplementary information, such as date of birth, gender, telephone number, and work place, necessary to represent the characteristics of the customer.

Negotiation history information on a transaction with a customer is stored in the sales support terminal 22 of the branch 12 and the portable terminal 2 of the liaison 13.
4. Collected by the database server 16 from the personal computer 25 of the other channel 14 via the public line 27 and the Web server 17 of the center 11, and the collected data is stored in the history information table 16b of the database server 16. This negotiation history information indicates the stability of the relationship with the company that conducts business, the name of the sales person who has the closest relationship with the customer, information on sales channels that the customer prefers or does not like, history of customer transactions , The history of negotiations on traded products, and information on products traded in the past.

The customer attribute information and the history information stored in the customer attribute table 16a and the history information table 16b of the database server 16 are stored in the mining server 1
The mining server 18 performs data mining based on the information, and the result is used as recommended product information suitable for the customer.
And stored in the recommended product table 16c. This recommended product information includes recommended product information and purchase status based on the logic of the business side, recommended product information extracted from the characteristics of customers, product information that needs to be re-opened in the near future among purchased products, etc. .

Thus, the information necessary for sales is collected in the database server 16. Here, for example, when the teller of the sales office 12 performs face-to-face negotiations with the customer, the teller can obtain information necessary for sales by the sales support terminal 22 via the Web server 17. Here, a display example of a screen in the sales support terminal 22 will be described.

FIG. 3 is a diagram showing an example of a sales information inquiry screen. When the sales support terminal 22 is activated and an account number for uniquely identifying a customer is input, a sales information inquiry screen 30 shown in FIG. 3 is displayed. The sales information inquiry screen 30 includes a column 31 for displaying customer attribute information stored in the accounting host 15, a column 32 for displaying negotiation history information, and a negotiation history input button 3 for inputting a negotiation history.
3. There is a column 34 for displaying recommended products and a memo column 35 for entering a simple memo.

The display items in the customer attribute information column 31 include name, age, date of birth, gender, account number, number of years of transaction, postal code, address, telephone number, work place, contract contents, and the like. The corresponding value is displayed.

In particular, in the display item 36, a list of contract contents of financial products and public utilities is displayed, and items that have already been contracted are displayed, for example, in different colors. This example shows that a contract has been made for a fixed period, payment of a telephone charge, and settlement by the A card company. Thus, the presence or absence of the contract can be identified by color, and the information can be easily grasped, as compared with the case where the presence or absence of the contract is displayed by characters or symbols.

Field 37 for new / continuous information and expiration information
For example, the latest two cases are displayed, and the negotiation history column 32 displays, for example, the latest three cases.
As a result, valid information can be found from the results of transactions made by other tellers or other tellers and linked to sales. In this way, for example, the teller can record the results of face-to-face business on the spot, eliminating the need to complete the teller's diary after the face-to-face work,
Labor costs and paper resources can be reduced. In addition, since the results can be input in real time, even if a customer comes in the morning and afternoon, for example, the immediately preceding transaction status can always be known, so that unnecessary negotiations can be omitted.

The negotiation history input button 33 is a button for inputting the contents after the teller has face-to-face business with the customer. When the negotiation history input button 33 is pressed, for example, the negotiation history is input. Is added to the sales information inquiry screen 30, or a child screen for inputting the negotiation history is activated.

The column 34 of recommended products displays information generated by the mining server 18. In this example, from the customer attribute information and the negotiation history information, it is shown that as a product that can be recommended to the customer, there is a utility charge other than a telephone and a mortgage. As a result, the sales service can be uniformly performed by anyone, not by the ability of the teller, for products that are likely to be restricted by customers.

It is assumed that the customer has shown an interest in a recommended product displayed in the recommended product column 34, for example, a home loan. In this case, by specifying the mortgage, the screen is switched to a screen for displaying more detailed product information or a child screen for displaying such product information is activated. Thereby, for example, a loan simulation screen is displayed on the switched screen or the sub-screen. Alternatively, a screen for guiding a person having deeper specialized knowledge may be displayed. When a utility charge is specified, the display automatically switches to an information screen such as what happens to a service based on points added at the time of closing.
As described above, even a teller who does not have special sales know-how can execute effective sales.

The memo field 35 is an item for displaying information useful for sales based on information obtained at the time of negotiation.
By making the memo field 35 a text field, the information displayed here can be edited as needed.

The sales information inquiry screen 30 is displayed on the Web
These items are displayed by the browser,
Displayed by a program running in the browser window. The program is preferably
It is created by Java, a programming language developed by Microsystems, and is stored in the Web server 17 as a component of a homepage. The Java programs as these components are called Java applets, downloaded from the Web server 17 to the sales support terminal 22, executed on the Web browser, and create a frame of each display item of the sales information inquiry screen in the Web browser window. .

Next, the operation of the sales support terminal 22 will be described. FIG. 4 is a flowchart showing the flow of the operation of the sales support terminal. First, the power of the sales support terminal 22 is turned on (step S1). Next, when the sales support terminal 22 is connected to the Web server 17 of the center 11, the Java applet is downloaded from the Web server 17 (step S2). Here, an account number input screen is displayed (step S3). When the account number is entered on the account number input screen, the information of the customer specified by the account number is obtained from the Web server 17 (step S4). That is, attribute information and new / continuous / expiration information are acquired from the customer attribute table 16a, negotiation history information is acquired from the history information table 16b, and the recommended product table 16 is acquired.
From c, recommended product information is obtained. Next, the acquired information is displayed on the sales information inquiry screen 30 as shown in FIG.
(Step S5).

Here, when a recommended product is selected (step S6) and, for example, a "mortgage" displayed in the field 34 is selected, the screen is switched to a sales support screen of a loan simulation screen and a "public charge" is displayed. Is selected, the screen switches to the sales support screen of the point service information screen (step S7). When the negotiation history input button 33 is pressed and the negotiation history input is selected (step S8), a negotiation history input screen is displayed (step S9). This negotiation history input screen can be created by the downloaded Java applet or can be displayed as another child screen.

Next, the operation of displaying the information obtained based on the account number on the sales support terminal 22 will be described. The database server 16 has a customer attribute table 1
6a, a history information table 16b, and a recommended product table 16c are stored. In addition, an item table and a condition table are used to configure a screen for searching these tables and displaying information necessary for display. It is prepared.

FIG. 5 is a diagram showing an example of an item table, and FIG. 6 is a diagram showing an example of a condition table. Item table 16d
Is composed of an item ID, a display item name and a group ID, and the condition table is composed of an item ID, a condition name and an attribute.
Here, the group ID is stored in the customer attribute table 16a, the history information table 16b, and the recommended product table 16a.
The information groups stored in c are group 1, group 2, and group 3, respectively. More specifically, the group 1 includes the attribute information of the customer, and (1) the address and name as the basic attributes of the customer; and (2) the date of birth required to represent the characteristics of the customer.・ Includes supplementary information such as gender, telephone number, and work place. Group 2 includes information related to negotiations, and (3) information indicating the stabilization of the relationship with the company that operates (such as the number of years of transaction, average transaction balance, the total purchase amount / number / number of fixed purchase products, etc.) ), (4) If there is a salesperson who has the closest relationship with the customer, the name of the person, (5) Information on sales channels preferred by customers and sales channels not preferred, (6) Last few items of customers (7) action history concerning several last trading products with the customer, and (8) information about top several products traded in the past by the customer. Group 3 includes items related to recommended products,
(9) Recommended product information and purchase status based on the logic of the business side, (10) Recommended product information extracted from the characteristics of the customer, (11) Of the products purchased by the customer, it is necessary to conduct business again in the near future. Product information. These display items are created as components created in the Java language. The processing of each component is as follows.

The input data is a condition value for retrieving data necessary for display, and a process of retrieving a database based on the input data and displaying a result is performed. At this time, the created component is added to the item table 16d, and the input data is added to the condition table 16e.

Next, using the screen creation tool, referring to the item table 16d, paste only the parts created previously that need to be output on the screen. This pasted screen is a sales information inquiry screen, and this screen is saved.

Next, among the conditions in the condition table 16e, a screen that can acquire a condition that matches the item ID to be displayed is created. Here, account number, customer code,
Since it is necessary to input the branch number, a screen for inputting all the necessary requirements is created with reference to the condition table 16e.

By passing the condition values input through this screen to a screen arbitrarily created, each component can display the search result in accordance with the input data. As a result, FIG. The screen becomes as shown, and the sales information inquiry screen 30 is displayed.

As described above, the display items of the sales information inquiry screen are displayed by independent component programs for each display item, so that even when a new display item is added, the entire screen is created. It is not necessary to repeat the process, and it is possible to deal with the problem only by developing a component for a newly added display item and adding the display item to the item table 16d and the condition table 16e.

In the above description, each display item is individually created by a program that is made up of components. As another example of a screen configuration, an example in which a screen is configured by one program will be described. First, a sales information inquiry screen shown in FIG. 3 is created using a screen creation tool. Next, conditions necessary for outputting all display items are identified. Create a program to search for information required for display using the extracted conditions as search keys. This program uses condition values as input data.

Next, a screen is created that can acquire all the conditions that have been previously identified. Then, the input condition value is passed to the created screen. Thereby, sales information inquiry screen 3
0 can be displayed.

Further, the processing contents of the functions that each server and terminal should have can be described in a program recorded on a computer-readable recording medium. By executing this program on a computer, the above processing can be realized by the computer.
Examples of the computer-readable recording medium include a magnetic recording device and a semiconductor memory. When distributing to the market, CD-ROM (Compact Disk Read Only Mem
ory) or a floppy disk or other portable recording medium for storing and distributing the program, or storing the program in a storage device of a computer connected via a network,
It can also be transferred to other computers over a network. When the program is executed by the computer, the program is stored in a hard disk device or the like in the computer, and is loaded into the main memory and executed.

[0039]

As described above, according to the present invention, the sales support terminal is configured to simultaneously display customer attribute information, negotiation history information, and recommended product information. For this reason, for example, the history information of the negotiations previously performed by other respondents can be referred to at the same time, so that it is possible to negotiate again with a customer who is likely to have made a negotiation before.

In addition, by displaying effective products individually recommended to the customer, an interpersonal contact, which was conventionally only a function of accepting business processing, becomes a place for sales, and business opportunities can be expanded.

Further,

[Brief description of the drawings]

FIG. 1 is a principle diagram of the present invention.

FIG. 2 is a diagram illustrating a configuration example of a sales support information inquiry system.

FIG. 3 is a diagram showing an example of a sales information inquiry screen.

FIG. 4 is a flowchart showing the flow of the operation of the sales support terminal.

FIG. 5 is a diagram showing an example of an item table.

FIG. 6 is a diagram showing an example of a condition table.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Customer attribute information storage means 2 Sales information storage means 2a Customer attribute information 2b Negotiation history information 2c Product information 3 Data analysis means 4 Sales support terminal 11 Center 12 Sales office 13 External relations 14 Other channels 15 Account host 16 Database server 16a Customer attributes Table 16b History information table 16c Product table 16d Item table 16e Condition table 17 Web server 18 Mining server 21 Account terminal 22 Sales support terminal 23 Mobile phone 24 Mobile terminal 25 Personal computer 30 Sales information inquiry screen

Claims (6)

[Claims] 1. A sales support information inquiry system capable of displaying information about a customer when face-to-face negotiations with the customer are performed, wherein the customer attribute information storage means for storing customer attribute information, and the customer attribute information storage means A sales information storage unit for storing customer attribute information copied from the customer, negotiation history information of face-to-face negotiations with the customer, and recommended product information; and analyzing the customer attribute information and the negotiation history information stored in the sales information storage unit. Data analysis means for extracting recommended products suitable for customers and outputting them as recommended product information to the sales information storage means; customer attribute information stored in the sales information storage means and negotiation history information for face-to-face negotiations with customers; Simultaneously display at least two pieces of information with recommended product information on one screen and conduct face-to-face negotiations with customers. Sales Support information inquiry system characterized by comprising: a sales support terminal that can input gravel as negotiation history information in the sales information storing means. 2. The customer attribute information of the sales information storage means includes a first item of address and name as basic customer attributes and a date of birth, gender, telephone number, and work location necessary to represent characteristics of the customer. And a second item of supplementary information such as
The negotiation history information is the third item of information indicating the stabilization of the relationship with the business company and the name of the third person if there is a sales person with the closest relationship with the customer The fourth item, the fifth item of information on the sales channel preferred by the customer, the fifth item of information on the sales channel not preferred by the customer, the sixth item of the action history on the last several transactions of the customer, and the last few items of the transaction with the customer The seventh item of the action history and the eighth item of information on the top several products traded in the past of the customer
And a ninth item of recommended product information based on the logic of the business side, a ninth item of purchase status, and a tenth item of recommended product information extracted from the characteristics of the customer.
And a third group including the item of the item purchased and the eleventh item of the item information that needs to be re-opened in the near future among the items purchased by the customer, and the sales support terminal includes at least two groups. 2. The sales support information inquiry system according to claim 1, wherein a plurality of items to be displayed are stored in a single screen and displayed as a list. 3. The sales support information inquiry system according to claim 1, further comprising a button configuration means for switching a screen to create a button for recording a result or an action of the face-to-face business. 4. The sales support information inquiry according to claim 1, further comprising a screen switching means for displaying more detailed information of the product or product information supplementing the product by an input operation of designating a recommended product. system. 5. A screen display means for simultaneously displaying at least two pieces of information of customer attribute information stored in a sales information storage means, negotiation history information of face-to-face negotiations with a customer, and recommended product information on a single screen; A computer-readable recording medium storing a program having input means for inputting a history of face-to-face negotiations with the sales information storage means as negotiation history information. 6. A screen display means for simultaneously displaying at least two pieces of information of customer attribute information stored in a sales information storage means, negotiation history information of face-to-face negotiations with a customer, and recommended product information on a single screen, Input means for inputting the history of face-to-face negotiations with the sales information storage means as negotiation history information.