JP2002373243A - Customer information sharing method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a method for gathering more customer information and sharing the gathered customer information by a service center and a plurality of registered traders. SOLUTION: The service center registers the first customer information of customers relating to merchandise and services to the customers. In the case that a plurality of the registered traders gather information from the customers, they transmit second customer information to the service center. The service center works the first customer information and the second customer information, classifies the worked first customer information and second customer information for the respective registered traders and prepares third customer information. The pieces of the first to third customer information relating to the registered traders are shared by the service center and the registered traders.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to the sharing and management of customer information between a service center and a registered trader registered at the service center.

[0002]

2. Description of the Related Art Conventionally, information sharing and management methods include:
There are various methods, and a system for collecting, managing, and using information of information owners (Japanese Patent Laid-Open No. 2000-29830)
And a system for sharing published information (Japanese Patent Application Laid-Open Nos. 10-222521 and 11-259493).
Gazette) has been published.

The former system simply collects and manages information possessed by an information owner, and charges only each time the information owner refers to the information. It is just doing. Therefore, information cannot be stored unless there is information from the information owner. The latter system shares public information via a network, and therefore cannot be applied to sharing customer information from the viewpoint of outflow of customer information.

[0004]

As described above, conventionally, there has been no system or method for appropriately sharing customer information.

An object of the present invention is to provide a method for collecting more customer information and for sharing the collected customer information between a service center and a plurality of registrants.

[0006]

According to the present invention, the following means have been taken in order to solve the above-mentioned problems.

[0007] A method for sharing customer information according to the present invention is a method for sharing customer information between a service center serving as at least a window for providing services or products to customers and a plurality of registrars registered in the service center. The service center registers first customer information of the customer relating to the provision of goods and services to the customer, and when the plurality of registrants collect information from the customer, the service center transmits a second customer information to the service center. Transmitting the customer information, the service center processes the first customer information and the second customer information, and processes the first customer information and the second customer information.
Classifying the customer information and the second customer information for each registered trader to create third customer information, and registering the first to third customer information related to the registered trader with the service center and the registration center It is characterized by sharing with the trader.

A preferred embodiment of the above customer information sharing method is as follows. In addition, each of the following embodiments,
They may be applied alone or in combination as appropriate. (1) The service center provides the registered trader with information determined to be necessary among the customer information.

(2) The service center and the registrar are connected by a network capable of two-way communication. Here, the network is protected from unauthorized access from outside.

(3) The first customer information includes a customer image.

(4) The service center has registered therein basic images of goods and services that can be provided by the registered trader. The service center processes the basic image according to the request of the customer. And presenting it to the customer and registering the processed image as first customer information.

(5) The customer information includes gender, age, occupation, area, family structure and other information.

(6) Registered companies other than customers related to the product or service should not share the customer information.

(7) The customer information is recorded in a database accessible from the service center.

[0015]

Embodiments of the present invention will be described with reference to the drawings.

The gist of the present invention is that the service center acts as a contact point of the customer to collect information, and also collects information from a registered trader registered in the service center as needed, and processes the collected information ( Basically, statistics) are processed, and the collected information (raw data) and the processed information are
When a customer purchases a product or service, the information is shared between the registered center and the service center related to the product or service.

FIG. 1 is a block diagram showing a schematic configuration for realizing the information sharing method of the present invention. In FIG. 1, a terminal 10, a service center 20, and a registrar 30 are connected by a communication network. This communication network is a known communication network, which may be a dedicated communication line, a network such as an intranet or the Internet, a LAN (local area network), or a WAN. Any network can be used as long as various networks such as (wide area network) can be used and two-way communication is possible. In connection with the connection between the terminal 10, the service center 20, and the registrar 30, it is preferable that security is ensured (that is, access is allowed only to authorized ones) from the viewpoint of preventing leakage of customer data. From the viewpoint of preventing leakage of customer information, it is preferable that the connection is made by a dedicated line.

The terminal 10 inputs customer information of a customer who desires a predetermined product or service (hereinafter, referred to as “product” including “service”),
Or to present product information from the company. The terminal 10 may be arranged, for example, in a store contracted with the service center 20, or may be a personal computer at home if it is an individual. Further, the portable terminal is a portable terminal that can be carried by a salesman or a sales lady such as a door-to-door sales person, can transmit and receive by communication, and can input customer information and check information from the service center 20 (including display and printing). Basically, anything can be used as long as an environment that can be set can be set. However, in consideration of security, a closed system is preferable.

The service center 20 includes an input / output unit 21
, Information processing unit 22, information processing unit 23, storage unit 24
Consists of The input / output unit 21 exchanges data with the terminal 10 and the registered trader 30. The information processing unit 22 performs, for example, a process of combining (superimposing) customer image data with a product or service and image data, which will be described in detail later, and exchanges with the storage unit 24. The information processing unit 23 reads customer information from the storage unit 24 and processes information such as statistical processing at the request of the information processing unit 22, or processes the product image read from the storage unit 24 as necessary. Or go. The storage unit 24 is a database for storing customer information, product information, and the like. In the present embodiment, the storage unit 24 is provided in the service center 20, but may be provided outside. In addition to the information collection from the terminal 10, the service center 20 may open a homepage and collect information from individuals widely. Further, when the registrar 30 collects customer information, it is preferable to obtain information from the registrar 30 as well. In addition, from the aspect of protection from unauthorized access, it is a matter of course that the information processing unit 22 and the storage unit 24 in the data center are protected from hackers and the like, but from the viewpoint of protection of communication security. Although it is preferable that all the lines are dedicated lines, it is preferable to adopt a method of connecting at least the terminal 10 and the service center 20 by a dedicated line. In addition, it is preferable that security is secured by encryption instead of a dedicated line, and both a dedicated line and encryption may be employed.

The registration company 30 provides merchandise to the customer based on information from the service center 20. Specifically, the registrant 30 stores the storage unit 2 of the service center 20.
4 is registered as a provider of goods, and in the case of goods, for example, clothes and accessories are sold, and in the case of beauty shops, cuts, hair makeup, and the like are performed. When the registered trader 30 provides a service, it is assumed that the service provider 20 has recognized that the provider has a predetermined technology or more, or that the technical training has been performed by the service center 20.

The flow of the present invention configured as described above will be described. FIG. 2 is a flowchart showing the flow of the information sharing method according to one embodiment of the present invention. First, the service center 20 collects customer information transmitted from the terminal 10. This customer information can include customer images (preferably multiple images from various angles), gender, age, height,
Weight, occupation, area of activity (including area of residence), family composition,
There are preferences. Note that the method of collecting customer information is not the gist of the present invention, and any method or item may be collected. Then, product information requested by the customer is collected together with the customer information (step A1). The customer information and the requested product information (hereinafter, referred to as “customer information” including the requested product information) are transmitted to the service center 20 (step A2). The input / output unit 21 of the service center 20 receives the customer information,
Pass this information to The information processing unit 22 passes the received customer information to the information processing unit 23. The information processing unit 23
The merchandise (service) according to the customer's request is taken out of the storage unit 24, and the merchandise is processed as necessary (details will be described later).
Is performed, and the retrieved product information is sent to the information processing section 22 (step A3). Further, the information processing unit 22 includes the storage unit 2
4 or the processed image from the information processing unit 23 and the image of the customer are superimposed or combined (Step A4), and sent to the input / output unit 21. The input / output unit 21 sends the information processed by the information processing unit 22 to the terminal 10. Here, the terminal 10 confirms the purchase of the product with the customer (step A5). Then, when the customer decides to purchase the product, the items necessary for the purchase, such as the product name and code, are sent to the service center 20 (step A6). Based on the information from the terminal 10, the service center 20 requests the provider 30 (registered trader 30) of the product desired to be purchased to ship the product (step A7). The registered trader 30
Based on the request from the service center 20, the merchandise is sent to the customer (step A8). In this case, it is preferable that the product information such as the delivery date and the delivery status of the product can be searched in real time on the Internet or the like.

In the above-mentioned embodiment, the processing of goods includes, for example, not only ready-made dresses for clothes, but also options such as dimensional change, pattern change, and the presence or absence of a ribbon. Needless to say, it is preferable that all the operations can be performed on an image, including changes in the design of jewelry. In addition, the services include various changes in hair styles and makeup methods. In addition, when providing a product or service, if the registrant, not the service center, obtains other customer information, the customer information is transmitted to the service center 20 and the customer information is stored in the storage unit 24. To share. At this time, if the customer information already exists, the customer database is updated, and if there is no customer information, it is added as new data. It is preferable that the processing information of the product and the like be stored in the storage unit 24 as a part of the customer information. This customer database preferably shares customer information corresponding to the product or service with the registrar 30 that handles the product (and service), but does not share customer information unrelated to the product (and service). Keep it. FIG. 3 shows a flowchart in this case.

In FIG. 3, when a reference request from the registrar 30 arrives at the service center 20 (step B1), the information processing section 22 inquires whether or not the storage section 24 has data of the registrar, and If registered, information provision permission is given via the input / output unit 21 (step B2). Next, referable customer information is extracted (step B3). Here, giving all the information to the registrar 30 may lead to unnecessary leakage of information and possibly cause damage to other registrars. For example, one of the customer information stored in the storage unit 24 may be damaged. In the section, a flag relating to whether or not information can be referred to is set for each registered trader, and only the registered trader for which the flag for which information can be referred is set can refer to the information of the customer. Then, the extracted customer information is transmitted to the registered trader 30 that has made the reference request (step B4). In step B4, if
If the registered trader requests processed information (for example, sales statistics by product, transition, purchase results by age, etc.), the information processing unit 23 processes the customer information in accordance with the request, and processes the processed information. Is transmitted to the registered trader 30.

As described above, all the customer information is concentrated in the service center, and the registered trader is
Since the customer information and the processing information related to the registered trader are given, there is no unnecessary leakage of the customer information to the registered trader. On the other hand, since the registrar can always obtain desired information, it is not necessary for each registrar to perform customer management.

In order for the service center 20 to provide continuous service, for example, when purchasing a product or service, a part of the price is received. What is necessary is just to receive an information provision fee. Regarding the amount of information provided, a basic maintenance fee may be received from a registered trader, and actual costs may be received for each provision of information, and any method may be employed.

The present invention is not limited to the above embodiment of the present invention. It goes without saying that various modifications can be made without departing from the scope of the present invention.

[0027]

According to the present invention, the following effects can be obtained.

Since the service center and the registrant share customer information related to the registrant, both the service center and the registrant can expect to provide products and services uniformly to their customers. Further, since the information processed (for example, statistically processed) at the service center and the original customer information held by the service center are shared as the customer information, the registrant can use the customer information at any time without special customer management. In addition to obtaining customer information after processing, development of new products and services can be performed based on customer information shared with the service center. Note that statistical processing as one form of information processing includes counting and distribution of purchased products (services) according to customer attributes (age, gender, and the like). In addition, the service center analyzes the trends of the customer and the like to the registered trader and can feed back the analysis result to the registered trader. In addition, the information of the registrar is also fed back to the service center, so that the accuracy of the customer information is improved.

Prior to or during the sharing of the customer information, the necessary information is provided to the registrar, so that the registrar can more accurately grasp the needs of the customer.

Since the customer information (and processing information) stored in the service center can be referred to in real time, it is possible to develop products and provide services according to the current trends.

By including detailed information on the customer including the customer image as the customer information, more detailed information can be collected, and a sales strategy for each customer can be established.

Since the processed image is also managed as a part of the customer information, the range of the customer information is expanded, and the customer can be finely managed.

By obtaining more detailed information for each customer, more appropriate products and services can be presented for each customer.

Unnecessary outflow of customer information can be prevented by restricting the provision of customer information to only related companies.

The database may be located in the service center or outside the service center, provided that an accessible environment is provided.

In addition, since unauthorized access is protected, customer information can be protected.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a schematic configuration for realizing an information sharing method of the present invention.

FIG. 2 is a flowchart showing a flow of an information sharing method according to an embodiment of the present invention.

FIG. 3 is a flowchart in a case where customer information not related to a product or service is not shared.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 10 ... Terminal 20 ... Service center 21 ... Input / output part 22 ... Information processing part 23 ... Information processing part 24 ... Storage part 30 ... Registered supplier (provider)

Claims (5)

[Claims] 1. A method for sharing customer information between a service center serving as at least a point of contact for providing a service or a product to a customer and a plurality of registered traders registered in the service center, wherein the service center includes a product for the customer. And registering first customer information of a customer relating to provision of a service, and transmitting the second customer information to the service center when the plurality of registrants collect information from the customer. Processing the first customer information and the second customer information, classifying the processed first customer information and the second customer information for each registered trader, Customer information associated with the registered trader, wherein the first to third customer information related to the registered trader is shared between the service center and the registered trader. How to share information. 2. The customer information sharing method according to claim 1, wherein the service center provides information determined to be necessary among the customer information to the registered trader. 3. The customer information sharing method according to claim 1, wherein the service center and the registrant are connected by a network capable of two-way communication. . 4. The customer information sharing method according to claim 1, wherein the first customer information includes an image of the customer. 5. The customer information sharing method according to claim 1, wherein the service center includes a basic product and service that can be provided by the registrant. An image is registered, wherein the service center processes the basic image according to the request of the customer, presents the processed image to the customer, and registers the processed image as first customer information. How to share customer information.