JP2004157704A - Business store management system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To realize effective service for a customer by managing flow including a plurality of terminals decided according to aim to visit a business store, customer information and a congestion degree of the business store for the customer who visits the business store. <P>SOLUTION: The business store 102 has a reception terminal 111 for reception service for the customer who visits the business store, a lobby terminal 112 which the customer can freely operate, a window terminal 113 which a clerk operates, an automatic machine 115 different in various handling functions and a business store management server 116 for managing all these terminals. The parlor management server 116 obtains aim of the customer who visits the business store with the reception terminal 111 and obtains customer information 132 from a customer information management server 133 installed in a computer center 103 and determines action flow of the customer for using the plurality of terminals in the business store 102 based on these information and degree of congestion of the business store. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a system and method of a branch office where a customer visits, and more particularly to a system and method used in a financial institution (for example, a bank, a securities company, an insurance company, a post office, etc.).
[0002]
[Prior art]
[Patent Document 1] Japanese Patent Application Laid-Open No. 10-143852
[Patent Document 2] JP-A-2002-74005
[Patent Document 3] JP-A-11-250148
At present, financial offices generally provide a reception machine in order to guide customers who come to the counter to the counter, and the customer receives a number tag issued by the reception machine, and generally waits for a call in the order of the number from the counter. is there. The customer is guided to the window by voice call and the display of the number panel by the operation of the agent at the window.
[0003]
On the other hand, in order to effectively guide customers to the reception counter, a system that introduces a reception terminal that allows the customer to enter information at the time of customer visit is introduced, and a system that guides customers to each window based on the customer information obtained at this reception terminal (Patent Literature 1) and a system has been proposed in which a medium for identifying an individual such as a card is read by a reception terminal and a customer is guided to each window based on customer information that can be obtained by searching a customer DB from the identification information. (Patent Document 2 etc.). In addition, a system has been proposed in which the input visit information and the acquired customer information are displayed on the screen of the counter terminal in advance, and sales agents are trying to enhance sales by referring to the information in advance (Patent Document 3).
[0004]
On the other hand, when a customer who has a business at the counter visits a bank at a financial sales office, and there is congestion, some banks have installed customer operation terminals that can browse various information during the waiting time, Customer service is being improved.
[0005]
[Problems to be solved by the invention]
In the above-mentioned conventional technology, after a business is received by a reception terminal, only a window and an automatic machine to be guided next are determined, and a customer is sequentially guided to a plurality of terminals effectively in a service that is further diversified in the future. It is difficult.
[0006]
In addition, customers who use customer operation terminals that can be used freely during waiting time input and refer to various information there, so if these information can be used for sales at branch offices, customers can also use banks. It is very effective. For transactions that can be input in advance, it is more preferable that the customer operation terminal can be used for inputting in advance.
[0007]
On the other hand, when the terminal is used during the waiting time until it is called at the counter, there is a concern that the user may be worried about being called and cannot concentrate on operating the terminal.
[0008]
An object of the present invention is to provide a variety of terminals for a variety of services to be provided in a financial branch in the future, and manage the behavior flow of a customer based on the degree of congestion of the store, matters for visiting the store, and customer information. By doing so, it is possible to improve the efficiency of the work of the agent and improve the customer service.
[0009]
Another purpose is to provide a terminal that can be freely operated by the customer, and to manage this terminal together, to effectively use the waiting time of the customer, expand sales support, and further increase the efficiency of the work of the agent. And to improve customer service.
[0010]
[Means for Solving the Problems]
In the present invention, in a sales office management system for connecting a plurality of sales offices having a plurality of terminals and a computer center having a customer information management server for managing customer information via a network, A reception terminal that accepts a store visit request for a customer who has visited the store, a counter terminal operated by a receptionist, an automatic machine operated by the customer, and all of the reception terminal, the counter terminal, and the automatic machine. A sales office management server, wherein the sales office management server, based on the customer's visit requirements, the customer segment managed by the customer information management server, and the congestion degree of the business office, To determine an action flow across a plurality of terminals. Further, when a medium such as a card that can uniquely identify the customer is inserted into the reception terminal, service information corresponding to the customer is obtained from the customer information management server based on the identifier read from the medium. And causing the reception terminal to display a button corresponding to the service information as a part of a reception menu.
[0011]
In order to achieve another object, in the present invention, the sales office includes a customer operation terminal that can be freely operated by the customer, and the sales office management server crosses the customer operation terminal across the plurality of terminals. The information input by the customer is managed by the customer operation terminal as a management target of the action flow, and is made available at the counter terminal. Further, the sales office management server includes means for managing a customer using the customer operation terminal, and displays a call message on the customer operation terminal when calling the customer according to an instruction from the counter terminal. Let it.
[0012]
BEST MODE FOR CARRYING OUT THE INVENTION
FIG. 1 is a diagram showing a system configuration of the present invention. In this system, a sales office 102 to which a customer visits and a computer center 103 for performing various calculations are connected via a network 101.
[0013]
The sales office 102 has a reception terminal 111 for a customer who visits the store, a lobby terminal 112 that can be freely operated by the customer during the waiting time in the lobby, and a sales agent (for example, a bank clerk or a counselor). The terminal 113 has an automatic machine 115 operated by the customer with a dedicated function such as an ATM, a cash dispenser, a passbook issuing machine, etc., and the customer can refer to and operate the terminal 113. An interactive display 114 is connected. Further, in the present invention, there is provided a sales office management server 116 that manages workflow management and data cooperation across a plurality of terminals (for example, the reception terminal 111, the lobby terminal 112, the counter terminal 113, and the automatic machine 115) in the sales office 102. ing. The branch management server 116 stores reception management information 121, flow correspondence information 122, flow information 123, and temporary customer information 124. Note that the branch management server 116 may be installed in the computer center 103 depending on the installation mode of each bank. The lobby terminal 112 may be fixed at the installation location, or may be a mobile terminal (for example, a mobile phone or a PDA) rented from a business to a customer.
[0014]
The computer center 103 collectively records customer account information, deposit / withdrawal, loan / borrowing information, and manages the accounting host 131 and various customer information 132 (name or name, account number, telephone Number and the like, and a various business system 134 that manages various business of the bank in an integrated manner. Further, a hub server 135 and a WWW server 136 are provided to ensure smooth communication and security with other systems.
[0015]
FIG. 2 shows data managed by the customer information management server 133, and FIGS. 3 to 5 show data managed by the sales office management server 116.
[0016]
FIG. 2 shows customer information 132 managed by the bank, a customer ID 201 that can uniquely identify the customer, a customer name 202 indicating the name of the customer, a segment 203 classified to show how much profit the customer can bring to the bank, A campaign 204 indicates whether the customer is currently targeted for the campaign, and which campaign is targeted, a recommended product 205 indicating a product to be recommended to the customer, and other detailed information. The segment 203 is calculated by applying the attributes of the customer (age, gender, income, presence / absence of a private car, presence / absence of a house, etc.) and current and past transaction status (deposit balance, loan amount, etc.) to the model formula. I do. The method of calculating the segment is described in, for example, JP-A-2002-83128.
[0017]
FIG. 3 shows reception management information 121 managed for each customer who visits the store. The reception number 301 is assigned when the reception terminal 111 accepts the information, and is acquired when a medium such as a card that can identify the customer is inserted at the time of reception. Customer ID 302 that can uniquely identify the customer to be performed, a customer name 303 indicating the name of the customer retrieved and acquired by the customer ID 302 from the customer information 132 managed by the customer management server 133, and a layer of the customer managed by the customer information 132 304, a customer request 305 indicating a business of the customer selected by the reception terminal 111, a recommended product 306 indicating a product to be sold to the customer managed by the customer information 132, and a sales office upon receipt. A flow ID 307 that can identify the type of workflow determined by the congestion degree, customer visit requirements, and customer segments in 102; Status 308 that indicates the current status of the customer in Goten 102 consists login terminal 309 for specifying the terminal if using the lobby terminal 112 in the branch office 102. This data is registered when the data is received by the reception terminal 111 of the business office 102. The status 308 is updated each time the status of the customer in the sales office 102 changes. The login terminal 309 is updated when a customer starts using the lobby terminal 112 and ends using the lobby terminal 112.
[0018]
FIG. 4 shows flow correspondence information 122 which is information for determining how to guide a customer who has come to the store when the customer is accepted. A flow 404 corresponding to three conditions of a customer segment 403 indicating a segment stored in the customer information 132 such as general, new, VIP, etc. is shown. The flow to the customer is determined by referring to this data when the customer performs the reception, and the flow ID 307 of the reception management information in FIG. 2 is set.
[0019]
FIG. 5 is a flow example showing flow information 123 defining how to guide a customer who has visited the store. The lobby terminal 112 is used in such a manner that the customer can freely use the lobby terminal 112 while referring to various information during a waiting time, and the processing performed at the window or the like in the case of congestion is performed in the lobby terminal in advance. There are two cases. In addition, a case is also considered in which, when freely available, input is made in advance at the lobby terminal according to the will of the customer.
[0020]
(A) is a flow example in which the customer is able to use the lobby terminal freely while waiting for the window, while FIG. It is an example of a flow of guiding to a window and performing processing thereafter. When the status in the flow information 123 changes, the status 308 of the reception management information 121 is updated.
[0021]
An example of the flow in FIG. 5A will be described. First, when the reception is completed, the process transits to the window waiting 501. Therefore, when a call is made by the receptionist at the window, the process transits to the window waiting (calling) 504, and when the customer arrives at the window, transits to the window busy 505. When the user logs in to the lobby terminal 112 in the window waiting 501, the state transits to the lobby terminal in use 502. Therefore, when the user is logged out, the process transits to the window waiting 501, and when a call is made from the window agent, the process transits to the logout waiting 503. In the logout waiting 503, when the logout is selected, the state transits to the window waiting (calling) 504, and when the continuation is selected, the state transits to the lobby terminal in use 503. When the processing at the window is completed while the window is being used 505, the flow ends.
[0022]
Next, a flow example of FIG. 5B will be described. First, when the reception is completed, the process transits to a lobby terminal wait 511. Then, when the user logs in to the lobby terminal 112, the state transitions to the lobby terminal in use 512. Then, when the user is logged out, it is determined whether or not the pre-input is completed (step 513). If completed, the process proceeds to a window wait 514, and if not completed, the process proceeds to a lobby terminal wait 511. In the window waiting 514, when a call is made from the counter staff, the process transits to the window waiting (calling) 515, and when the customer comes to the window, transits to the window busy 516. When the processing at the window is completed, the flow ends.
[0023]
The above is an example of the reception management information 121, the flow correspondence information 122, and the flow information 123 managed by the branch management server 116.
[0024]
Next, details of the processing of the present invention will be described. The present embodiment is an example in which a customer visits a business office 102, performs reception at a reception terminal 111, and sequentially uses a lobby terminal 112 and a counter terminal 113.
[0025]
Hereinafter, the processing procedure of the reception terminal 111 will be described with reference to the display screens of FIGS. 7 and 8 based on the flowchart of FIG.
[0026]
First, in FIG. 6, the reception terminal 111 displays a reception screen 701 shown in FIG. 7A (step 601), and a card is inserted, or a “No card” button 702 on the reception screen 701 is pressed. It is monitored that the button is pressed (steps 602 and 603). When the card is inserted, the customer information stored in the card is read (step 604), and the customer information 132 is queried from the customer information management server 133 via the office management server 116 based on the contents. The sales office management server 116 determines the presence or absence of customer information based on the presence or absence of a card. The customer information management server 133 extracts personal data indicating the personal information of the customer from the customer management information 132, and returns this data to the branch management server 116. The office management server 116 stores the answer in the customer temporary information 124, extracts the presence or absence of a campaign from this data, and answers the reception terminal 111. The card may be wireless. Further, an information terminal such as a mobile phone or a PDA may be used instead of the card.
[0027]
The reception terminal 111 determines whether there is a campaign (step 606). If there is a campaign, a personal menu screen 711 as shown in FIG. 7B is displayed with reference to the contents of the data (step 607). On the personal menu screen 711, items corresponding to the campaign information acquired from the branch management server 116 are displayed in the form of buttons 702. Thus, the customer visiting the store can select a business by pressing this button. If there is no campaign, a general menu screen having no item button corresponding to the campaign is displayed on the personal menu screen 711 (step 608). This campaign information indicates the campaign information when the customer uses an ATM or the like outside the sales office 102 and provides a service such as prompting the customer to the sales office 102. Service at the reception terminal 111 is improved. When the no-card button 702 is pressed while the reception screen 701 is displayed, a general menu screen is displayed (step 608).
[0028]
When a message is selected on the personal menu screen 711 or the general menu screen, the reception terminal 111 receives the message (step 609) and transmits the selected item to the sales office management server 116. The branch management server 116 constantly manages the degree of congestion in the branch 102, and determines “congestion” or “quiet” from the current situation (step 610). For example, the sales office management server 116 calculates the number of customers who have not completed processing or the number of processings from the status 308, and calculates the calculated number and a predetermined threshold (a threshold for determining the degree of congestion). ) Is determined, and if the number of customers or the number of processes is equal to or larger than the threshold, it is determined to be “congested”; The determination of the congestion degree may be performed by another device other than the sales office management server 116, and the sales office management server 116 may acquire the congestion degree data from another device. Based on the congestion degree 401, the customer visit item 402 selected by the customer, and the customer segment 403 acquired from the customer management server 133 and stored in the customer temporary information 124, referring to the flow correspondence information 122 shown in FIG. The corresponding flow 404 is determined (step 611), registered in the reception management information 121, and flow management is started (step 612). Each flow 404 defined here is stored in the flow information 123. Then, the terminal to be guided next is determined with reference to the flow 404, and the terminal is answered with the reception number to the reception terminal 111. The reception terminal 111 displays a guidance screen 801 as shown in FIG. 8 based on the answered information (step 613), and discharges the numbered ticket and the card with the reception number (step 614).
[0029]
The above is the processing procedure of the reception terminal 111.
[0030]
Hereinafter, the processing procedure in the lobby terminal 112 will be described with reference to the display screens of FIGS. 10 to 15 based on the flowchart of FIG. 9. As for the usage form of the lobby terminal, the card holder can freely use various information such as referring to various information for personal use by inserting a card, the general user can freely use various information such as referring to information without inserting a card, and the processing of windows There is a form used to pre-input transaction items to reduce the number of transactions.
[0031]
First, in FIG. 9, the lobby terminal 112 displays a general menu screen 1101 as shown in FIG. 11 (step 901). When freely used for general use, a service provided by the lobby terminal 112 is received from the general menu screen 1101 by various operations.
[0032]
In the general menu screen 1101, it is monitored whether a card is inserted or the "input acceptance" button 1102 of the general menu screen 1101 is pressed (steps 902 and 903). When the card is inserted, the customer information stored in the card is read (step 904), and a password input screen 1201 as shown in FIG. 12A is displayed (step 905). When the password is input (step 906), it is determined whether the password is correct (step 907). The determination of the personal identification number is performed by transmitting the customer information read from the card and the input personal identification number to the customer information management server 133 via the sales office management server 116, and determining whether the password is correct or not based on the personal identification number managed by the customer information 132. A method of making a determination and returning the answer to the sales office management server 116 may be used, or managing the personal identification number in the card, making a right / wrong determination in the lobby terminal 112, and transmitting the answer to the sales office management server 116. It may be a method.
[0033]
If the password is correct, the status 308 of the reception management information 121 managed by the branch management server 116 is updated according to the flow information 123, the login terminal 309 of the reception management information 121 is set, and the login processing is performed (step 908). If the flow information 123 defines a flow for restricting the use of the lobby terminal of the customer, the terminal to be guided is returned to the lobby terminal 112, the message is displayed, and the card is ejected. When the log-in process is performed, it is determined whether there is pre-input information based on the flow information 123 (step 909). If there is a pre-input, the pre-input process is performed (step 910). If there is no prior input, a personal menu screen 1301 as shown in FIG. 13A is displayed. If the password is not correct at step 907, the password input screen 1201 is displayed again (step 905).
[0034]
Here, referring to the display screen of FIG. 14 based on the flowchart of FIG. 10, a detailed processing procedure of the pre-input processing of step 910 will be described. First, a pre-input screen 1401 as shown in FIG. 14A is displayed (step 1001), and a customer input is accepted. When a customer's input is made, it is determined whether or not input items still remain (step 1002). If there are any remaining items, the next input screen is displayed. When all the inputs are completed, the input information is transmitted to the branch management server 116 and stored as the temporary customer information 124 (step 1003). Then, a continuous use confirmation screen 1411 as shown in FIG. 14B for confirming whether to continue use is displayed. When the “use” button 1412 is selected on the continuous use confirmation screen 1411, it is determined that there is continuous use, and when the “do not use” button 1413 is selected, it is determined that there is no continuous use.
[0035]
If there is an advance input, it is determined whether or not there is continuous use after the input is completed (step 911). If there is continuous use, a personal menu screen 1301 as shown in FIG. 13 is displayed (step 912). If there is no continuous use, the status 308 of the reception management information 121 managed by the branch management server 116 is updated based on the flow information 123, the login terminal 309 of the reception management information 121 is deleted, and the logout process is performed. Then, the information input at the lobby terminal 112 is stored in the temporary customer information 124 of the sales office management server 116 (step 926).
[0036]
In step 903, when the “input reception” button is pressed on the general menu screen 1101, a reception number input screen 1211 as shown in FIG. 12B is displayed (step 913). When the reception number is input (step 914), it is determined whether the reception number is correct (step 914). The reception number is determined by transmitting the input reception number to the sales office management server 116, referring to the reception management information 121, and determining whether the input reception number is correct or not.
[0037]
If the reception number is correct, the status 308 of the reception management information 121 managed by the branch management server 116 is updated based on the flow information 123, the login terminal 309 of the reception management information 121 is set, and the login processing is performed. (Step 916). When the log-in process is performed, it is determined whether there is pre-input information based on the flow information 123 (step 917). If there is a pre-input, the pre-input process is performed (step 918). If there is no prior input processing, a general menu screen 1311 as shown in FIG. 13B is displayed. If the reception number is not correct in step 915, the reception number input screen 1211 is displayed again (step 913). The pre-input processing of step 918 is the same as step 910, and it is determined whether or not there is continuous use after the input is completed (step 919). If there is continuous use, the general menu screen 1311 as shown in FIG. Is displayed (step 920). If there is no continuous use, the status 308 of the reception management information 121 managed by the branch management server 116 is updated based on the flow information 123, the login terminal 309 of the reception management information 121 is deleted, and the logout process is performed. Then, the information input at the lobby terminal 112 is stored in the temporary customer information 124 of the sales office management server 116 (step 926).
[0038]
By operating from the personal menu screen 1301 and the general menu screen 1311, various applications such as information reference provided by the lobby terminal 112 can be used (step 921). The lobby terminal 112 constantly monitors whether there is a call from a receptionist at the counter or whether logout is selected by a customer operation (steps 922 and 923). When there is a call, a customer call message display screen 1501 as shown in FIG. 15 is displayed (step 924), and the user waits for the selection of any one of a “logout” button 1502 and a “continue” button 1503. Perform (step 925). If logout is selected, steps 926 and 927 are performed as logout processing, and if logout is not selected, the lobby terminal 112 can be used continuously. If logout is selected without a call, steps 926 and 927 are performed as logout processing.
[0039]
The above is the processing procedure of the lobby terminal 112.
[0040]
Hereinafter, the processing procedure of the counter terminal 113 will be described with reference to the display screens of FIGS. 18 to 21 based on the flowcharts of FIGS. 16 and 17.
[0041]
First, in FIG. 16, when a customer is called by the counter terminal 113, a customer list screen 1801 as shown in FIG. 18 is displayed (step 1601), and the selection of the customer is monitored. When one customer is selected (step 1602), the status 308 of the reception management information 121 managed by the branch management server 116 is updated based on the flow information (step 1603), and a customer calling process is performed (step 1603). Step 1604).
[0042]
The detailed processing procedure of the customer calling process in step 1604 will be described with reference to the flowchart of FIG. When one customer is selected on the customer list screen 1801 of the counter terminal 113, the reception number 301 of the selected customer is transmitted to the sales office management server 116. The sales office management server 116 refers to the reception management information 121, acquires the login state of the customer corresponding to the received reception number 301 by referring to the login terminal 309 (step 1701), and determines whether the user is logged in. Is determined (step 1702). If the user is not logged in, a voice call is made (step 1703), and OK is returned to the counter terminal 113 (step 1704). If the user is logged in, the login terminal 309 is acquired, and a call message is notified to the lobby terminal 112 that is logging in (step 1705). The notified lobby terminal 112 displays a customer call message display screen as shown in FIG. 15 (step 1706), determines whether or not logout is selected (step 1707). Is returned (step 1708), and if not selected, NG is returned to the branch management server 116 (step 1709). Then, the sales office management server 116 returns the answer to the counter terminal 113 (step 1710).
[0043]
Then, it is determined whether or not the answer to the customer calling process in step 1604 is OK (step 1605). If not, it is determined that the calling customer has not selected the window, and the customer list screen 1801 is displayed again. (Step 1601). If OK, a call to the customer is made and the process proceeds to the subsequent steps.
[0044]
Next, it is determined whether or not the calling customer has a card (step 1606). Here, whether or not a card is owned is determined by whether or not a card is inserted in the reception terminal 111, and a value is set in the customer ID 302 of the reception management information 121 managed by the sales office management server 116. Judgment is made whether or not.
[0045]
When the customer owns the card, based on the customer ID 302 of the reception management information 121 managed by the branch management server 116, the detailed information of the customer is sent from the branch management server 116 to the customer information 132 of the customer information management server 133. The customer terminal 113 acquires the acquired customer information, together with the customer temporary information 124 managed by the sales office management server 116 and the detailed information of the customer (step 1607), and obtains the customer information as shown in FIG. The display screen 1901 is displayed (step 1608). Then, according to the guidance displayed on the customer information display screen 1901, when the card received from the customer is inserted (step 1609), the interactive display 114 connected to the counter terminal 113 is displayed as shown in FIG. The personal identification number input screen 1911 is displayed (step 1610). When the password is input (step 1611), it is determined whether the password is correct in the same manner as in step 907 (step 1612). If the password is correct, the status 308 of the reception management information 121 managed by the branch management server 116 is updated based on the flow information 123 (step 1613). If there is information to be displayed for the customer, an interactive display is displayed. Displayed at 114 (step 1614). In the case where there is no prior input information of the customer or there is no information to be displayed for the customer, such as when there is no need to confirm the identity at the stage before conducting the transaction at the counter terminal 113, the card insertion and the The step of inputting a password may be omitted. In this case, when the customer comes to the counter, the customer status is updated in step 1613 by the operation of the agent.
[0046]
If the customer does not own the card, it is determined whether or not there is advance input based on the flow ID 307 and the flow information 123 of the reception management information 121 managed by the branch management server 116 (step 1615). The input information is obtained from the customer temporary information 124 managed by the store management server 116 (step 1616), and the obtained input information is displayed on a pre-input information display screen 2001 as shown in FIG. Then, when the customer arrives at the counter (step 1618), the customer status is updated by the operation of the agent in the same manner as in step 1613 (step 1619).
[0047]
Then, a transaction process is performed according to the customer visit requirement (step 1620). When the processing at the counter terminal 113 is completed, it is determined whether there is a next terminal to be guided based on the flow information 123 of the branch management server 116 (step 1621). If there is a terminal to be guided next, a next guidance message screen 2101 as shown in FIG. 21A is displayed (step 1622), the customer status is updated (step 1623), and information on the processing performed at the counter terminal 113 is performed. Are stored in the temporary customer information 124 of the sales office management server 116. If there is no terminal to be guided next, that is, if the transaction is completed, a transaction completion screen 2111 as shown in FIG. 21B is displayed (step 1625), the customer status is updated (step 1626), and the counter terminal 113 is updated. The necessary information among the information of the processing performed in step 1 is stored in the temporary customer information 124 of the branch management server 116 (step 1627), and the information stored in the temporary customer information 124 of the branch management server 116 is stored in the computer center 103. The information is transmitted to the customer information management server 133 and registered in the customer information 132 (step 1628).
[0048]
The above is the processing procedure of the counter terminal 113.
[0049]
【The invention's effect】
According to the present invention, for each branch, the degree of congestion, the visit to the store, and the customer segment, the behavior flow of the customer across multiple terminals is determined. This has the effect that effective services can be provided to customers.
[0050]
In addition, terminals that can be freely operated by customers are installed and managed together with other terminals by the sales office management server, so customers can effectively use their waiting time, improve office work efficiency and enhance sales. This has the effect that it can be achieved.
[Brief description of the drawings]
FIG. 1 is a system configuration of an embodiment.
FIG. 2 is a data example of customer information managed by a customer information management server.
FIG. 3 is a data example of reception management information managed by a sales office management server.
FIG. 4 is a data example of flow correspondence information managed by a sales office management server.
FIG. 5 is a flow example showing flow information managed by a branch management server.
FIG. 6 is a flowchart showing processing in a reception terminal.
FIG. 7 shows an example of a reception screen and an example of a menu screen in the reception terminal.
FIG. 8 is an example of a customer guidance message display screen on a reception terminal.
FIG. 9 is a flowchart showing processing in the lobby terminal.
FIG. 10 is a flowchart showing a pre-input process in a lobby terminal.
FIG. 11 is an example of a reception screen at a lobby terminal.
FIG. 12 is an example of a personal identification number input screen and a reception number input screen example at the lobby terminal.
FIG. 13 is an example of a menu screen in a lobby terminal.
FIG. 14 shows an example of a pre-input screen and an example of a continuous use confirmation screen at the lobby terminal.
FIG. 15 is an example of a customer call message display screen at the lobby terminal.
FIG. 16 is a flowchart showing processing in a counter terminal.
FIG. 17 is a flowchart showing a customer calling process.
FIG. 18 is an example of a customer list display screen at the counter terminal.
FIG. 19 is an example of a customer information display screen at the counter terminal.
FIG. 20 is an example of a pre-input information display screen at the counter terminal.
FIG. 21 is an example of an end screen in the counter terminal.
[Explanation of symbols]
101 network, 102 office, 103 computer center, 111 reception terminal, 112 lobby terminal, 113 window terminal, 115 automatic machine, 116 office management server, 121 reception management information, 122 flow Corresponding information, 123: Flow information, 124: Temporary customer information, 132: Customer information, 133: Customer information management server

Claims (7)

A reception terminal capable of accepting a business visit and identification information of the customer from a customer who has visited the business office, a counter terminal capable of operating a receptionist responding to the customer, and an automatic machine operable by the customer Sales office management system,
A storage device that stores a workflow between the reception terminal, the teller terminal, and the automatic machine corresponding to the segment and the congestion degree of the branch office and the visiting requirements corresponding to the segments that classify future profits obtained from customers,
The visit information and the identification information are received from the reception terminal, the identification information is transmitted to another device, the customer segment is received from the other device, and the received segment and the received segment are received. The storage device retrieves the workflow corresponding to the business visit and the congestion degree of the current branch from the storage device, and transmits an instruction to at least one of the reception terminal, the teller terminal, and the automatic machine according to the retrieved workflow. An office management system comprising an office management server. The sales office management system according to claim 1, wherein the sales office management server determines whether the reception terminal has received the identification information, and when the reception terminal receives the identification information, the identification is performed. Transmitting information to the other device, receiving the service information from the other device, transmitting the received service information to the reception terminal,
The branch management system, wherein the reception terminal outputs the service information to the customer. In the branch management system according to claim 1,
An information terminal operable by the customer,
The said branch management server makes the said information terminal the management target of the said workflow, The branch management system characterized by the above-mentioned. In the branch management system according to claim 3,
The sales office management server manages a customer who uses the information terminal, and in response to an instruction from the counter terminal, instructs the information terminal to call the customer. Store management system. In the branch management system according to claim 1,
The sales office management server receives at least one processing content of the reception terminal, the teller terminal, and the automatic machine from at least one of the reception terminal, the teller terminal, and the automatic machine, and receives the received processing. A business management system, wherein the status of the customer is determined based on the content, the status of each customer is stored in the storage device, and the congestion degree of the business is calculated from the stored status. In the branch management system according to claim 1,
The office management system according to claim 1, wherein the workflow includes information on a guide destination of the customer. A reception terminal capable of accepting a business visit and identification information of the customer from a customer who has visited the branch, a counter terminal capable of operating a receptionist responding to the customer, an automatic machine operable by the customer, A storage device that stores a workflow between the reception terminal, the teller terminal, and the automatic machine corresponding to the segment that classifies the future profit obtained from the degree of congestion of the branch office and the business visit, and for each customer. In the sales office management server connected to another device that manages the segment,
Receiving means for receiving the store visit matter and the identification information from the reception terminal,
Transmitting means for transmitting the identification information to another device,
Receiving means for receiving the customer segment from the other device;
Search means for searching the storage device for the workflow corresponding to the received segment and the received business visit condition and the current congestion degree of the branch,
A branch management server, comprising: a transmission unit that transmits an instruction to at least one of the reception terminal, the counter terminal, and the automatic machine in accordance with the searched workflow.

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