JP2005004416A - Customer attraction promotion support device and program for called service shop - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer attraction promotion support device and program for a called service shop that can satisfy customers' needs and promise a reduction in personnel cost and an increase in sales by efficiently performing real-time customer attraction promotion, employee attendance requests and the like depending on shop vacancy in a shop adopting a business style in which customers call receptionists. <P>SOLUTION: Shop vacancy is computed at a certain time. If the shop is not busy, a discount is set accordingly and the discount information is sent to customer terminals, and also call reception incentive points are increased and the incentive points are given to receptionists who have received calls from customer terminals. If the shop is busy, the price is returned to the normal price, and also attendance request response incentive points are increased and the incentive points are given to receptionists who have responded to attendance requests. The acquired incentive points are reflected to wages of receptionists. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

[0001]
BACKGROUND OF THE INVENTION
The invention of the present application is for customers such as beauty salons, barber shops, esthetic salons, massage shops, bars, snacks, night clubs (including cabaret clubs, etc.), soaplands, and fashion massage shops (or fashion health shops). The present invention relates to a customer attraction promotion support apparatus and program for a nominated customer service type store in a type of store that provides customer service, and in particular a type of store in which a customer can appoint an employee in charge of customer service.
[0002]
[Prior art]
For example, a cabaret club (so-called cabaret club) is a type of store that provides the same level of customer service as a cabaret, night club, etc. at a relatively low price, and a customer is a guest room such as a reception room installed in the store ( In this specification, it is referred to as “seat”), and it is possible to enjoy a conversation while eating and drinking with a customer service representative (generally “woman” and generally referred to as “hostess” in this industry).
[0003]
In the cabaret club, enjoying the conversation with the opposite sex is the customer's primary purpose, so the customer first comes to the store with a free nomination (the so-called store is chosen by the store without nomination). Often, however, if you can make a favorite hostess, you can call the hostess mobile phone directly or send an e-mail to nominate this hostess and make a reservation for the next visit. ing. The hostess is given more incentive points from the store for the basic salary, and the number of incentive points is reflected in the salary and other treatments.
[0004]
A fashion massage store (also called a “fashion health store”, hereinafter simply referred to as a “health store”) is a private room massage store for physical contact with the opposite sex, and customers are installed in the store. Massage the body in the guest room (referred to as “private room” in this specification) to the customer service representative (generally “female”, commonly referred to as “companion” in this industry) according to the customer's sexual curiosity You can get it.
[0005]
Health stores also employ a nomination system, similar to the cabaret store above, but basically, companions do not communicate directly with customers outside the store. Call the reception desk or send an e-mail to appoint a companion to make a reservation for the next visit.
[0006]
(1) By the way, in the cabaret club, when the store is quiet, the hostess may call customers or send e-mails to attract customers, but does not contact customers outside the store. In stores such as health stores, especially on the streets of in-charge personnel (so-called “black clothes”, or in the case of stores such as cabaret clubs, customer service personnel may call in) I have to rely on. At this time, the person in charge of the call will make a customer discount at a predetermined fee for each day of the week or time (or discount rate for the standard fee), but if the negotiation does not proceed as expected, it will be personal discretion. The price may be lowered. Such ad hoc price fluctuations appear to be very unclear for customers, leading to a downgrading of the store image, making it difficult for repeat customers to follow.
[0007]
(2) In addition, in the cabaret clubs and health stores, etc., fixed discounts are adopted for each day of the week or each time zone as described above, so it is crowded in unexpected times due to weather, incidents, traffic conditions, etc. There is also a problem that a situation occurs in which the number of customer service representatives who are discounted or waiting (going to work according to a predetermined work schedule) does not match the number of customers due to vacancy.
[0008]
(3) In addition, in the cabaret clubs, health stores, etc., the nomination system is adopted, so the nomination is often concentrated due to the popularity of customer service representatives, and there is a situation where the customer cannot be nominated when they want to nominate. There are also problems that occur frequently and easily lose potential customers.
[0009]
(4) In addition, in cabaret clubs, health stores, etc., in addition to a variety of incentive points according to business results as mentioned above, a variety of penalty points according to lateness, early departure, etc. Since the salary form is changed so that the salary is changed, there is also a problem that the manager or the accounting staff spends a considerable amount of time and labor in calculating the points and calculating the salary. .
[0010]
(5) In addition, in stores such as cabaret clubs and health stores that employ a nomination system, a substantial part of customer satisfaction is satisfied by attaching to their customer service for the time desired by the designated customer service representative. Especially, in stores like cabaret clubs that do not use course fees, long-time monopoly will not be realized even if nomination is made if there is a reservation for another customer in the next time zone There is a problem. Furthermore, in a store such as a cabaret club, multiple customer service representatives may attach to the customer service for one customer, and their favorite customer service representative is the seat for the next reservation person. If you leave, the customer will be dissatisfied with paying for customer service by a customer service representative who is not a favorite.
[0011]
In order to solve the above problems, for example, a computer installed in a store stores in advance a variable charge that increases as the use rate of the property increases, and charges according to the current use rate It seems that it is possible to employ a technique (see, for example, Patent Document 1) that varies.
[0012]
[Patent Document 1]
Japanese Patent Laid-Open No. 2002-56420
[0013]
[Problems to be solved by the invention]
However, in the prior art disclosed in Patent Document 1, only a small part of the problems listed here (for example, only the merits on the customer side of (2) above) can be solved. Many problems remain unresolved.
[0014]
The present invention has been made in view of such circumstances, and calculates a vacancy rate of a store, and calculates a fee (or discount rate) that decreases as the vacancy rate increases and decreases as the vacancy rate increases. Depending on the size of the vacancy rate, when the store is vacant, information about the fee (especially information that the fee has been reduced) is notified to the customer, and when the store is crowded, Appointment-oriented customer-collection promotion support device for nominated customer-facing stores that can solve the above-mentioned problems more frequently by notifying employees that they are requesting work attendance and allowing them to efficiently ask customers And to provide a program.
[0015]
[Means for Solving the Problems]
The nomination system customer-collection promotion support device for a store according to the present invention is a customer-collection promotion support device in a store that employs a sales form in which a customer designates a customer service representative, and is a customer service representative who should attend work at a certain point in time. A vacancy rate calculating means for calculating a vacancy rate based on a predetermined number of customers capable of serving customers and the number of customers at that time, calculated by the vacancy rate calculation means A charge calculation means for calculating a charge that decreases as the vacancy condition rate decreases while the vacancy condition ratio decreases, and the vacancy condition rate calculated by the vacancy condition ratio calculation means is a predetermined first vacancy. When it is equal to or higher than the condition rate, the customer attraction promotion means for transmitting information related to the charge calculated by the charge calculation means to the customer terminal, and the empty condition ratio calculated by the empty condition ratio calculation means is high. An incentive point calculating means for calculating an incentive point that becomes lower as the vacancy rate is lower, a nomination receiving means for receiving a customer nomination for a customer service representative from an external terminal, or the vacancy rate calculation When the vacancy rate calculated by the means is equal to or lower than a predetermined second vacancy rate lower than the first vacancy rate, information to request work is sent to the employee terminal, The attendance requesting means for receiving information to respond to the request from the employee terminal, and the attendance requesting person who received the attendance nomination received by the nomination receiving means, or received by the attendance requesting means Incentive points calculated by the incentive point calculation means are accumulated in response to the employee who has sent the information indicating that the attendance request is accepted. The incentive point storage means stored in memory, and the customer service representative who becomes higher as the cumulative incentive point of each customer service representative or each employee stored in the incentive point storage means becomes larger, while it becomes lower as the cumulative incentive point becomes smaller Salary calculating means for calculating the salary of each person or employee.
[0016]
Further, the nomination system customer acquisition promotion support program according to the invention of the present application is a customer acquisition promotion support program in a store adopting a business form in which a customer nominates a customer service representative. A vacancy rate calculation procedure for calculating a vacancy rate based on the number of predetermined customers who can handle customer service with respect to the number of customer service personnel who should attend work, and the number of customers at that time, A charge calculation procedure for calculating a charge that becomes lower as the vacancy rate calculated in the condition calculation procedure becomes higher, while a vacancy rate calculated in the vacancy rate calculation procedure is calculated by the computer. Attracting customers who send information related to the charges calculated in the charge calculation procedure to the customer terminal when the empty ratio is equal to or higher than a predetermined first empty ratio And an incentive point calculation procedure for causing the computer to calculate an incentive point that becomes higher as the empty degree rate calculated in the empty degree rate calculation procedure becomes higher, while lowering the empty degree rate, A nomination reception procedure for receiving a customer service nomination for a customer service representative from an external terminal, or a computer having a predetermined second rate in which the vacancy rate calculated in the vacancy rate calculation procedure is lower than the first vacancy rate rate If the percentage of vacancy is less than or equal to the vacancy rate, the request for attendance is transmitted to the employee terminal, and the attendance request procedure for receiving the information to respond to the attendance request from the employee terminal and the nomination to the computer To respond to the attendance request received in the attendance request procedure in response to the attendant in charge of the attendance nomination received in the reception procedure Corresponding to the employee who has transmitted the information, the incentive point storage procedure for accumulating the incentive points calculated in the incentive point calculation procedure and storing them in the memory, and each of the incentive point storage procedures stored in the computer in the incentive point storage procedure A salary calculation procedure for calculating the salary of the customer service representative or employee such that the higher the cumulative incentive point of the customer service representative or each employee becomes higher, the lower the cumulative incentive point becomes. And
[0017]
In addition to the cabaret club and health store as described above, the present invention adopts a business form in which a customer nominates a customer service representative (that is, a nomination system), for example, a beauty salon, a barber shop, Store-type sales such as esthetic salons, massage shops, bars, snacks, night clubs, and soapland (including store-type sex business), and non-store-type sales such as delivery health (including non-store-type sex business) ).
[0018]
In the present invention, the employees of the store can include all employees such as a customer service representative, a call manager, a store manager, and a manager. In the present invention, the external terminal is communicably connected to the customer attraction promotion support apparatus according to the present invention (or an apparatus on which the customer attraction promotion support program according to the present invention is installed, hereinafter referred to as “the present invention apparatus”). An arbitrary terminal, for example, owned or used by a customer and an employee. In particular, a customer terminal is used when a customer uses it, and an employee terminal is used when an employee uses the terminal. It is called. Further, the customer terminal may be used directly by the customer, or may be operated by an employee to show to the customer or on behalf of the customer. The external terminal is an arbitrary type of terminal device such as a personal computer having a network communication function, a mobile phone, a PDA (Personal Digital Assistance), and a home server.
[0019]
According to the present invention, first, the vacancy rate of the store at a certain point of time is calculated. The certain time point can be set as appropriate, for example, when the customer visits the store, when accessing the server as the device of the present invention, at the time of reservation, and at predetermined intervals. This is the time when you plan to visit the store. In the present invention, the vacancy rate of the store is based on “the number of predetermined customers who can handle customer service with respect to the number of customer service personnel who should attend work at a certain time and the number of customers at that time”. It shows the vacancy of the calculated store as a percentage. However, in the present invention, it is not necessary to use “ratio” in order to indicate the vacancy rate, and any corresponding value may be used instead. In addition, “the number of service representatives who should attend work at a certain time” is the number of service representatives expected to work at the target time. For example, if the target time is current, It is the number of customer service representatives who are attending work, and if the target time is when a customer visits the store, it is the number of customer service representatives expected to work at that time. In addition, “the number of customers who can handle customer service for the number of customer service personnel who should attend work at a certain time” refers to the number of customer service personnel who are working or scheduled to work. This is the number of customers expected to be able to serve customers with this number of customer service representatives, and this is set as appropriate according to the store sales form, store facilities, and the like. In general, (the number of predetermined customers who can handle customer service for the number of customer service personnel who should attend work at a certain time)> (number of customers at that time) increases the turnover rate as a store. However, if the “number of customers who can handle customer service” is too large, the customer's waiting time (generally, waiting in the waiting room in the store) will become long, and it will not settle as a repeat customer in the store. Let's go. In addition, for example, when a plurality of customer service representatives are attached to a customer service like a cabaret club, the “number of customers who can handle customer service” cannot be set too large. Let's go. In addition, the attendance schedule of the customer service representative and the customer visit schedule used here can be stored in advance in the present invention apparatus as, for example, a database.
[0020]
In the fee calculation means or procedure, the fee is calculated such that the higher the vacancy rate calculated as described above, the lower the rate, while the lower the rate of increase, the higher the rate. In the present invention, it is possible to calculate the “discount rate for the reference fee” without calculating the fee itself. In the case of a discount rate, the higher the vacancy rate, the higher, while the lower the rate, the lower. In the first customer attraction promotion means or procedure, if the vacancy rate (a substitute for the calculated fee or discount rate) is equal to or higher than the preset first vacancy rate, the store is relatively If there is a vacancy and the charge has fallen significantly, information related to the charge (substitution with a vacancy rate or a discount rate can be used) is transmitted to the customer terminal to notify the customer, thereby promoting “attracting customers”.
[0021]
Further, the incentive point calculating means or procedure calculates an incentive point that becomes higher as the vacancy rate calculated as described above becomes higher and lower as it becomes lower. In the present invention, the incentive point may not be the point itself, but may be a corresponding value (for example, salary amount) instead. Incentive points can also be stored in, for example, a database of incentive points associated with each of a plurality of different vacancy rates, using a predetermined calculation formula using the vacancy rate as a parameter. Also good.
[0022]
In the nomination receiving means or procedure, the customer nomination for the customer service representative is received from the external terminal. Here, “Nomination of customer service” indicates that the customer has designated at least a customer service representative or made an inquiry, and does not necessarily match the “nomination” that is generally visited. In addition to these, the concept of “customer nomination” according to the present invention includes appointments that have been nominated. On the other hand, in the attendance request means or procedure, if the vacancy rate calculated as described above is equal to or less than a preset second vacancy rate (<first vacancy rate), the store is relatively “Attendance request” by sending information to the employee terminal and notifying the employee that information indicating that the employee has been busy (incentive point information is included) To do. Furthermore, in this attendance request means or procedure, the present invention apparatus can recognize that this employee responds to the attendance request by receiving information indicating that the attendance request is satisfied from the employee terminal.
[0023]
Then, in the incentive point storage means or procedure, when the customer service nomination for the customer service representative is received from the external terminal, the incentive points calculated as described above are corresponded to the customer service representative related to the customer service nomination. In the salary calculation means or procedure, the salary of the customer service representative is calculated so that the stored incentive point of each customer service representative increases as the stored incentive point increases and decreases as the stored incentive point decreases.
[0024]
In addition, in the incentive point storage means or procedure, if the information to respond to the attendance request is received from the employee terminal as described above, in response to the employee associated with this employee terminal, as described above Calculated incentive points are accumulated and stored, and in the salary calculation means or procedure, each employee's salary is calculated such that the higher the accumulated incentive point of each stored employee, the lower the value. To do.
[0025]
In addition to changing the salary of the customer service representative (employee) according to the accumulated incentive points, for example, it is also possible to configure a higher fee for the customer service representative according to the accumulated incentive points. is there. By configuring in this way, not only can it contribute to the decentralization of the appointment of customer service representatives, but the business results (sales) and income (salary) of popular customer service representatives can be substantially increased. The sales of the entire store can be improved without lowering, and the sales performance and income can be improved over all the customer service representatives.
[0026]
With the configuration of the present invention as described above, the customer can automatically know that the store is vacant and the fee is cheap at an appropriate timing. Can be lowered. In addition, since a fee that varies depending on the vacancy rate is adopted and this fee is informed to the customer, a uniform fixed fee (or discount rate with respect to the standard fee) for each day of the week or time zone and a call Compared to per-fee price fluctuations at the discretion of the person in charge, the customer side has a clear accounting and attractive price system, and the store image is improved, making it easier to get repeat customers. On the other hand, because the store can set an appropriate fee at an appropriate time, even if it is crowded or vacated due to weather, incidents, traffic conditions, etc., the customer service representative who is discounted or waiting As the number of employees does not match the number of customers, there is no waste of operating employees, and labor costs can be greatly reduced.
[0027]
Incentive points according to the vacancy rate are given to customer service representatives according to customer nominations (including customer service appointments made by reservation), and this is automatically accumulated and reflected, for example, in monthly salary calculations. Most of the time and labor are not required for managers or accountants in calculating and calculating salary. From the viewpoint of the invention of the present application, in addition to various incentive points according to other business results, etc., it is easy to calculate and calculate salary points according to various late points, early departure, etc. It does not take time. Incentive points according to the vacancy rate are automatically given not only to nominations but also to employees who respond to work requests, for example.
[0028]
Further, in the present invention, when the incentive point is passive customer attraction promotion means (first customer attraction promotion means or procedure), while the vacancy rate is equal to or higher than a preset third vacancy rate, It is also possible to provide active customer attracting means (second customer attracting means or procedure) for transmitting information to the employee terminal to request customer attracting. Note that the first, second, and third vacancy rates may be the same value or different values.
[0029]
In the present invention, the attendance schedule of the customer service representative and the reservation status of the customer service representative are stored, and when the customer service nomination (including the customer service nomination by reservation) is received, the attendance schedule of the customer service representative and the reservation are reserved. Based on the situation, it is determined whether or not the customer service nomination is possible. For example, the customer service representative involved in the customer service appointment has already made another reservation. If it is determined that the customer nomination is impossible due to reasons such as not planning to attend work), information is sent to the external terminal that has sent the customer nomination to urge other customer representatives to nominate the customer. At the same time, by sending information to the effect that additional discounts will be applied if nominations are made for other customer service representatives, the nomination of customer service representatives at stores that employ the nomination system will be concentrated. To avoid The ability. Accordingly, since the nomination is distributed among all the customer service representatives, it becomes difficult for the customer to nominate when he / she wants to nominate, and it is difficult for the store to lose the prospective customer.
[0030]
Further, in the present invention, when a customer service nomination (including a customer service nomination by reservation) is received, the customer service nomination is stored as a reservation status of the customer service representative related thereto, and at the time of reception of the customer service nomination, When receiving information indicating “exclusive customer service designation” from an external terminal (other than a customer terminal) that has sent the customer service designation, this customer service representative for a predetermined time (eg, 3 hours) Even if another customer service nomination for a person is received, it is prohibited to store it as a reservation status. As a result, other customers will not be able to make reservations for the same customer service representative in the case of this exclusive appointment. That is, it is a substantial part of customer satisfaction at a type of store that does not adopt the “course fee” of “No.
[0031]
Further, in the present invention, a charge desired by the customer (a discount rate or a vacancy rate is acceptable) is stored, and whether or not the charge corresponding to the vacancy rate calculated as described above has been reduced to the charge desired by the customer. If the price has been reduced to the price desired by the customer, information to this effect (simply the message “Your price has come to the desired price” may be used. Also, the price, discount rate, availability rate, etc. Can be transmitted to the customer terminal, the customer can know that the desired price has been reached in a timely manner.
[0032]
In the invention of the present application, the attendance schedule of the customer service representative and the reservation status of the customer service representative are stored, and when the information indicating “I want to enter the store as soon as possible” is received from the customer terminal, Based on the attendance schedule and reservation status, a list is created in which the names of the customer service representatives are arranged in the order in which reservations are no longer available, and the created list is sent to the customer terminal. It is possible to know the time or time zone when the customer service can be received early, and further, an opportunity to select a favorite customer service representative from the list is given. Of course, by adding a charge (or discount rate) for each time zone to this list, the customer can also make the charge a condition for selection.
[0033]
Furthermore, in the invention of the present application, the attendance schedule of the customer service representative and the reservation status of the customer service representative are stored, and when information indicating that “I want to enter the store as cheaply as possible” is received from the customer terminal, Based on the attendance schedule and reservation status, a list in which time zones are arranged in ascending order of charges (or discount rate) is created, and the created list is sent to the customer terminal. It is possible to know the time zone in which the service can be received, and it is also possible to simultaneously know the time or time zone in which the customer service can be received from the list as soon as possible. Of course, by adding a charge (or discount rate) for each time zone to this list, a clear charge is presented to the customer. Specifically, this list calculates charges for a plurality of dates and times (that is, time zones) until a predetermined time later (for example, from receiving this “I want to enter the store as cheaply as possible” information from a customer terminal). Then, it is created by arranging the time zone displays in order of the charges of the plurality of dates and times in ascending order.
[0034]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, a computer system using the designated customer service store attracting promotion support apparatus according to the present invention as a server will be described in detail with reference to the accompanying drawings.
[0035]
(First embodiment)
FIG. 1 is a diagram showing the overall configuration of a computer system that uses, as a server, a customer attraction promotion support apparatus for designated customers according to an embodiment of the present invention. The system according to the present embodiment is basically configured not to accept reservations from customers directly. In other words, here, as in the past, an employee accepts a reservation by telephone from a customer (from a cash register terminal, etc., which will be described later) and manually registers it in the database, and the system makes a reservation for that day registered in this database Judgment is made only on the basis of the situation and the store condition of the day such as the degree of congestion of the day calculated by the system.
[0036]
In FIG. 1, reference numeral 1 denotes a server managed and used by the store owner 100. The server 1 is connected to a network 2 including the Internet, a telephone line, and the like. In the present embodiment, the server 1 centrally manages one or a plurality of cabaret stores 6a, 6a... (Only three stores of cabaret stores A, B, and C are shown in FIG. 1). The store owner 100 owns and manages these stores 6a, 6a... As chain stores. Each store 6a is basically left to the store manager or manager 200 to manage the site. Each store 6a includes a router 3 that can be connected to the network 2, and the router 3 includes a time recorder terminal 4 in the store 6a, a cash register terminal 5 and the like via a store LAN 60 (see FIG. 2) described later. It is connected to the.
[0037]
For example, store A 6a has a capacity of 60 seats for customer service (herein, a space unit for serving one or one customer 300 is referred to as "seat" 7). , There are 50 customer service representatives (generally called “hostess” in the sales form of the present embodiment) 400, 400... The other two stores 6a and 6a may have different numbers of seats and hostesses, but basically have the same configuration. Here, for simplification of explanation, only one person in charge of customer service 400 is basically attached per seat. However, as shown in FIG. Needless to say, 400 can be added.
[0038]
For convenience of explanation, a store manager or manager (referred to as “store manager / manager”) 200, a customer 300, a customer service representative (an employee in charge of customer service) 400, and other employees (calling, cash register operations, etc.) It is assumed that all of the employees 500 who are in charge of the business) carry a network-compatible mobile phone 9. In the present invention, instead of the mobile phone 9, another network compatible mobile terminal such as a PDA may be used.
[0039]
FIG. 2 is a block diagram showing a detailed configuration of an in-store system that constitutes a part of a customer attraction promotion support system for a designated customer service type store according to an embodiment of the present invention, and FIG. 3 shows an embodiment of the present invention. It is a block diagram which shows the detailed structure of the customer collection promotion support apparatus for nomination service customer type stores which comprises the remaining part of the customer acquisition promotion support system for nomination service customers store which concerns on a form, and a mobile telephone. First, the in-store system will be described.
[0040]
In FIG. 2, the time recorder terminal 4 includes a CPU 40, a memory 41, a keyboard 42, a display 43, a LAN interface (LAN I / F) 44, and the like.
[0041]
The CPU 40 is provided by the server 1 acting as an ASP (Application Service Provider) by means of a computer program (for example, a web browser) stored in the memory 41 for each part of the time recorder terminal 4 connected to the CPU 40 via a bus or the like. Computer programs can be used as needed. The memory 41 also stores temporary data generated when the CPU 40 operates. The keyboard 42 is an input means for inputting various information when operating the time recorder terminal 4. In the present invention, the input means is not limited to the keyboard. For example, the keyboard 42 can be eliminated by using a touch panel system for the display 43 described later. The display 43 is a display means for displaying various information such as the operation content of the CPU 40, input operation information from the keyboard 42, and current time information. The LAN I / F 45 is a communication interface for connecting the CPU 40 to the in-store LAN 60 in a communicable manner.
[0042]
2, the cash register terminal 5 includes a CPU 50, a memory 51, a keyboard 52, a display 53, a cash drawer 54, a LAN interface (LAN I / F) 55, a printer 56, and the like.
[0043]
The CPU 50 needs a computer program provided by the server 1 acting as an ASP by a computer program (for example, a web browser) stored in the memory 51 for each part of the cash register terminal 5 connected thereto via a bus or the like. It can be used accordingly. The memory 51 also stores temporary data generated when the CPU 50 operates. The keyboard 52 is an input means for inputting various information when operating the cashier terminal 5. In the present invention, the input means is not limited to the keyboard. For example, the keyboard 52 can be eliminated by using the display 53 as a touch panel. The display 53 is a display means for displaying various information such as operation contents of the CPU 50, input operation information from the keyboard 52, and fee information. The cash drawer 54 is a drawer-type safe with an electronic lock for storing cash received from the customer 300. The LAN I / F 55 is a communication interface for connecting the CPU 50 to the in-store LAN 60 so as to be communicable. The printer 56 prints the receipt slip 59a when the customer 300 visits the store, or prints the receipt 59b when paying.
[0044]
In the present embodiment, the time recorder terminal 4 and the cash register terminal 5 are configured as independent terminals, but it is also possible to configure a single terminal to have both functions.
[0045]
The in-store LAN 60 is connected to the network 2 via the router 3 as shown in FIG. In addition to the server 1 described above, a mobile phone 9 can be connected to the network 2.
[0046]
The cellular phone 9 is a general-purpose network-compatible cellular phone and includes, for example, a CPU 90, a communication unit 91, a memory 92, an input unit 93, a display 94, and the like as shown in FIG.
[0047]
The CPU 90 controls each unit of the mobile phone 9 connected thereto via a bus or the like based on a computer program stored in the memory 92. The memory 92 also stores temporary data generated when the CPU 90 operates. The communication means 91 is a communication interface for connecting the CPU 90 to the network 2 so that communication is possible. The input means 93 is an input means for inputting various information when operating the mobile phone 9. The display 94 is a display unit for displaying various information such as operation contents of the CPU 90, input operation information from the input unit 93, a website on the network 2, and sent / received mail.
[0048]
As shown in FIG. 3, the server 1 acts as an ASP, and the time recorder terminal 4 and the cash register terminal 5 of each store 6 a always connected to the server 1 via the network 2 are connected via the network 2 to a point of sale (POS). A web server device having a function of centralized management like a server, and a function of providing information related to the store 6a through a store website (described later) to various communication terminals such as a mobile phone 9 and a personal computer that can access the Internet CPU 10, memory 11, keyboard and / or mouse (hereinafter referred to as “keyboard / mouse”) 12, display 13, printer 14, disk drive 15, external network interface (external network I / F) 16) and hard disk 7, an employee database 18, an employee attendance database 19, an employee salary database 20, a customer database 21, a sales database 22, a fee database 23, an incentive point database 24, and the like related to a plurality of stores 6 a, 6 a. Yes. Here, the databases 18 to 24 are shown independently, but if the storage capacity is sufficient, these can be stored in the hard disk 17 or stored in a device independent of the server 1. It is also possible to keep it.
[0049]
The CPU 10 controls each unit of the server 1 connected thereto via a bus or the like based on a computer program stored in the memory 11. The computer program is basically stored in advance in the hard disk 17, and at the time of execution, a portion related to execution is read from the hard disk 17 and temporarily stored in the memory 11. The keyboard / mouse 12 is an input means for inputting / selecting various information. The display 13 is a display means for displaying various information such as operation contents of the CPU 10, input operation information from the keyboard / mouse 12, websites on the network 2, and sent / received mails. The printer 14 is a printing unit for printing various information. The disk drive 15 is a reading device for reading a computer program recorded on a recording disk 25 such as a CD or a DVD, and the read computer program is stored in a hard disk 17 described later. The external network interface (external network I / F) 16 is a communication interface for connecting the CPU 10 to the network 2 so that communication is possible. The hard disk 17 includes a basic computer program (OS / basic application) 170 necessary for the operation of the CPU 10 such as an OS (Operating System), a basic application (relational database application, etc.), and a vacancy rate calculation processing program 171 described later. , A fee calculation processing program 172, an incentive point calculation processing program 173, a customer processing program 174, a customer contact person / caller processing program 175, website data 176, and the like are stored.
[0050]
As shown in part of FIG. 4 (a), the employee database 18 includes an employee code, name, date of birth, address, telephone number, e-mail address, salary calculation category (employment category), hourly wage or basic salary. , Etc., accumulated incentive points (this month), cumulative incentive points (last 3 months), nomination fees, and exclusive nomination fees.
[0051]
The employee code is a unique code assigned to each employee (including the store manager / manager 200, the customer service representative 400, the call representative 500, and the like). In this embodiment, a three-digit number is assigned, and in order to distinguish between the customer service representative 400 and the call representative 500 (omitted for the store manager / manager 200), Numbers 101 to 900 are assigned, and numbers 901 to 101 are assigned to the caller. The name is the name of each employee, but in the present embodiment, it is not a real name for the customer service representative 400 but a so-called “source name” used for customer service in the store 6a. The date of birth is the date of birth of each employee, and the address is the address of each employee. The telephone number is the telephone number of the mobile phone 9 of each employee, and the email address is the email address of the mobile phone 9 of each employee. The salary calculation category (employment category) basically indicates whether each employee is a full-time employee (full-time employee) or a part-time employee (part-time job). Monthly salary such as ¥ 200,000 / month (shown as “¥ 200,000 / mo” in FIG. 4 (a)) in the case of full-time work. In the case of part-time work, hourly wages such as ¥ 2,500 / hour (shown as “¥ 2,500 / hr” in FIG. 4A) are shown. The cumulative incentive point (this month) is the monthly cumulative incentive point number given to each employee, and is reflected in salary calculation as described later, and is reset after the reflection. The cumulative incentive points (the past three months) are the cumulative incentive points for the past three months. The nomination fee is a normal nomination fee and is basically fixed at ¥ 2,000. On the other hand, the exclusive nomination fee is a nomination fee related to the monopoly nomination, which will be described later, and this exclusive nomination fee is increased or decreased from the previous month according to the cumulative incentive points in the past three months in this embodiment. Yes.
[0052]
Each information in the employee database 18 (excluding cumulative incentive points (this month), cumulative incentive points (last 3 months), and exclusive nomination fee) is used when hiring the customer service representative 400, the call representative 500, etc. The store manager / manager 200 (or the store owner 100) or the like operates the keyboard 52 from the cash register terminal 5 (or operates the keyboard / mouse 12 from the server 1) and stores it.
[0053]
As shown in part of FIG. 5A, the employee attendance / leaving database 19 includes an employee code, date, scheduled attendance time, actual attendance time, scheduled exit time, actual exit time, late arrival, early departure, and It has various attributes such as incentive points.
[0054]
The employee code is the same as that of the employee database 18. The date is the corresponding date of attendance / exit management. The scheduled attendance time is the scheduled attendance time on the corresponding date, and the actual attendance time is the actual attendance time on the corresponding date. The scheduled leaving time is the scheduled leaving time on the corresponding date, and the actual leaving time is the actual leaving time on the corresponding date. The late is a late time for the date and is calculated from “actual attendance time−planned attendance time”. Early departure is an early departure time on the date, and is calculated from “scheduled exit time−actual exit time”. In the above arithmetic expression, if the late and early departure times are negative values, it is set to “0” and is not considered as a penalty point. Late and early departure times may be subject to consideration of penalty points for incentive points reflected in employee salaries, but for simplicity, penalty points are not reflected in salaries here. Incentive points indicate the number of incentive points earned by this employee on that date. The incentive points are cumulatively added as cumulative incentive points in the employee database 18, and are totaled, for example, on a monthly basis (may be aggregated daily or weekly for managers' reference).
[0055]
Of the information in the employee attendance / exit database 19, the scheduled attendance time and the scheduled exit time are determined by the employee himself or the store manager / manager 200 (for example, receiving a call from the employee) from the keyboard 42 of the time recorder terminal 4. By the operation input, the data is transferred to the server 1 and stored in the employee attendance database 19, or the store owner 100 (for example, receiving a call from the employee) can use the keyboard / mouse 12 of the server 1. By inputting the operation, it is stored in the employee attendance database 19.
[0056]
The employee salary database 20 has various attributes such as employee code, year, month, basic salary, various allowances (including incentive points), and total salary as shown in part of FIG. Yes.
[0057]
The employee code is the same as that of the employee database 18. The year is the corresponding year of salary payment (in the present embodiment, it is basically monthly payment). The basic salary is the basic salary of the employee for the current month, and is calculated from the value of “payment amount such as hourly salary or basic salary” stored in the employee database 18. Various allowances (including incentive points) are basically calculated from accumulated incentive points in the employee database 18, but may include other allowances. The total amount of payment is the sum of basic salary and various benefits. In addition, the total amount of payment of the employee database 18 is batch-calculated, for example, monthly by the server 1.
[0058]
As shown in part of FIG. 4B, the customer database 21 has a customer code, name, date of birth, address, telephone number, e-mail address, fee information notification permission, fee information notification category, inconvenience. It has various attributes such as day of the week, convenient day of week, customer service representative for nomination, and accumulated points (past 6 months).
[0059]
The customer code is a unique code assigned to each customer 300. In the present embodiment, a four-digit number starting from 1001 is assigned, and the customer code has visited the store 6a at least once (for example, “Regular member” who has been officially registered (through the presentation of an ID card, etc.) and the provisional registration by communication by registering at least an e-mail address in hope of providing information from the store 6a via the network 2. In order to distinguish between “net members”, numbers 1001 to 5000 are assigned to regular members, and numbers 5001 to 500 are assigned to net members. Here, the privilege of “exclusive appointment (here, nomination for 3 hours or more)”, which will be described later, is given only to regular members. The name is the name of each customer 300, but in the case of a net member, it is anonymous (may be a handle name on the net). The date of birth is the date of birth of each customer 300, and the address is the address of each customer 300. The telephone number is the telephone number of each customer's mobile phone 9, and the e-mail address is the e-mail address of each customer's mobile phone 9. However, in the case of Internet members, registration of date of birth, address, and telephone number is not required. The charge information notification permission indicates whether or not the provision of charge information from the store 6a side is desired, and is indicated as “YES” when desired and “NO” when not desired. The notification category of the fee information indicates what percentage or less of the fee discount rate with respect to the standard fee is desired to provide the fee information. The inconvenient day indicates the day of the week when the customer 300 is inconvenient for visiting the store, and the convenient day indicates the day of the week when the customer 300 is convenient for visiting the store. Here, only one or a plurality of days of the week are specified. For example, instead of or in addition to this, a date and / or time (or time zone) may be specified. The nominated customer service representative is a customer service representative 400 that the customer 300 desires to nominate, and designates one or more customer service representatives 400. Note that when specifying a plurality of customer service representatives 400, for example, priority may be given and specified. The accumulated points (last 6 months) are the accumulated points given to each customer 300 and are given according to the service charge received in the past 6 months. For example, the priority at the time of reservation reception is determined. Considered (or as a further discount). The attributes of the charge information notification category, the inconvenient day, the convenient day of the week, and the nomination request customer service representative are only applicable when the attribute of the charge information notification permission is “YES”.
[0060]
Each information (excluding accumulated points) in the customer database 21 is obtained by operating the keyboard 52 from the cash register terminal 5 (or operating the keyboard / mouse 12) when the customer 300 calls the store 6a or visits the store. And stored in the customer database 21, or stored in the customer database 21 when the customer 300 accesses the store website with his / her mobile phone 9 and sends it to the server 1 from the mobile phone 9. . In the case of a net member, for example, when the server 1 requests information related to the store 6a at the time of a charge inquiry (see FIG. 13 and FIG. 14) described later, the customer 300 accesses from the mobile phone 9. At any time, information such as an e-mail address is transmitted from the mobile phone 9 of the customer 300 and received and registered in the customer database 21.
[0061]
As shown in part of FIG. 5B, the sales database 22 includes a sales code, a date, a customer code, a reservation visit time, a visit time, a check-in time, a reservation residence time, a residence time, a basic fee, and an addition. It has various attributes such as order (including nomination fee and extension fee), total fee (including tax and service fee), designated employee code, seat number, and points.
[0062]
The sales code is a unique code given for each sales to each customer 300 (in the case of a group customer), and in this embodiment, a four-digit number starting from 1001 is assigned. The date is the date when the sales occurred. The customer code is a customer code corresponding to the sales, and is basically the same as that of the customer database 21. However, since the customer database 21 basically stores only information on the regular member and the net member, In the customer code in the sales database 22, in the case of a non-member, a code “9999” is stored to indicate this. The visit time is the time when the customer 300 visits the store, and the settlement time is the time when the customer 300 settles. The staying time is the time from when the customer 300 visits the store until settlement, and is calculated from “settlement time−visit time”. The basic charge is a basic charge calculated from “basic charge per minute (obtained from the charge database 23 described later) × dwelling time according to the vacancy rate at the time of visit” × retention time. The additional order is a sales amount in addition to the basic fee, and includes a nomination fee, an extension fee, and the like. The total fee is a total amount paid by the customer 300, and is calculated by including the tax and the service fee in the amount calculated by “basic fee + additional order”. The designated employee code is the employee code of the customer service representative 400 designated by the customer 300. The seat number indicates the seat number assigned when the customer 300 visits the store. The point is the number of points for the customer 300 calculated from the total fee.
[0063]
Of the information in the sales database 22, the reservation visit time and reservation residence time are determined by the employee from the cash register terminal 5 using the keyboard 52 when the customer 300 who became a regular member or a net member makes a reservation when calling the store 6 a or visiting the store. (Or by operating the keyboard / mouse 12 or the like) to be input and stored in the sales database 22.
[0064]
As shown in FIG. 6B, the fee database 23 has various attributes such as a vacancy rate and a fee (per minute).
[0065]
The vacancy rate is a value calculated based on an arithmetic expression described later, and is expressed as a percentage. The fee is a basic fee per minute for the vacancy rate, and is entered in advance using the keyboard / mouse 12. In this embodiment, the charge per minute is set to a standard charge (¥ 100 / minute) when the vacancy rate is 0% to 30%, and is set so that the charge decreases as the vacancy rate increases. For example, when the vacancy rate is 30% to 50%, ¥ 80 (discount rate = 20%), when the vacancy rate is 50% to 80%, ¥ 50 (discount rate = 50%), and the vacancy rate is 80% to 100 % Is set at ¥ 30 (discount rate = 70%).
[0066]
As shown in FIG. 6D, the incentive point database 24 has various attributes such as a vacancy rate and an incentive point (per nomination).
[0067]
The vacancy rate is the same as that in the fee database 23. The incentive point is an incentive point per nomination for the vacancy rate, and is input in advance using the keyboard / mouse 12.
[0068]
The nomination system customer-type store attracting promotion support system according to the present embodiment has the hardware configuration as described above, and the CPU of each device constituting the system is a flowchart of FIGS. 7 to 9 and FIGS. 11 to 14. Functions as described below. In the following, for simplification of description, it is described that each device, not the CPU, performs such an operation.
[0069]
First, the process when an employee goes to work will be described. As shown in FIG. 7, the server 1 transmits information indicating the input of the employee code to the time recorder terminal 4 (step S <b> 1-1), and when receiving this, the time recorder terminal 4 displays the information on the display 43. (Step S1-2). Employees (here, particularly the customer service representative 400 and the call representative 500) operate the keyboard 42 of the time recorder terminal 4 when working, and are assigned their employee codes (previously assigned from the store 6a side). When the input is confirmed, the time recorder terminal 4 transmits the employee code to the server 1 in response to the confirmation of the input (step S1-3).
[0070]
When the server 1 receives the employee code, the server 1 acquires the current date and time from the built-in timer 10a of the CPU 10, and based on the received employee code together with the date and time of the current date and time, the employee attendance / attendance database 19, the current time is stored as the actual attendance time in the corresponding record (step S1-4). Then, the server 1 calculates a late time based on the difference between the stored actual attendance time and the scheduled attendance time input in advance (step S1-5), and the calculated late time is set as a late record in the corresponding record. The actual attendance time and late time stored in the employee attendance / leaving database 19 are transmitted to the time recorder terminal 4 (step S1-7).
[0071]
On the other hand, when the time recorder terminal 4 receives the information transmitted from the server 1 in step S1-7, the time recorder terminal 4 displays the received information on the display 43 (step S1-8), and ends the attendance process.
[0072]
As shown in FIG. 7, the same processing as the above-mentioned attendance is executed when the employee leaves, and the actual departure time and the early departure time are stored in the employee attendance database 19 corresponding to the actual attendance time and late arrival time, respectively. Is done. For this reason, the detailed description is abbreviate | omitted here for simplification of description.
[0073]
Next, a process when the customer 300 visits the store or pays out (a process at the time of visit / checkout) will be described with reference to FIGS. First, as shown in FIG. 8, the server 1 transmits information indicating that the menu is selected to the cashier terminal 5 (step S1-15), and the cashier terminal 5 displays the information on the display 53 when receiving this information. (Step S1-16). This information is, for example, information indicating selection of visit or checkout. When an employee (a customer service representative 400, a call representative 500, or a store manager / manager 200) operates the keyboard 52 to select a store visit or checkout from the display menu, the cashier terminal 5 receives this information accordingly. It transmits to the server 1 (step S1-17).
[0074]
The server 1 determines whether the received information is a visit or payment (step S1-18). If it is “visit” (“visit” in step S1-18), the server 1 is not a member / non-member. Membership classification (customer code for members (regular members and online members), “9999” for nonmembers), seat number, employee code of designated customer service representative (designated employee code), age / group / individual classification And other information (not shown) and information on the input of additional orders (drinks, extensions, etc., the designation is counted as one order) are transmitted to the cash register terminal 5 (step S1-19). In addition, there are two types of nominations in the additional order: “Normal Nomination” and “Exclusive Nomination”. If “Normal Nomination” is specified, the minimum charge (30 minutes) of the store 6a will be made, and it will be extended thereafter. Is possible unless another nomination is entered. On the other hand, when “exclusive nomination” is designated, it is unconditionally charged for 3 hours, and other nominations during this period are excluded.
[0075]
When the cashier terminal 5 receives the information, the cashier terminal 5 displays the information on the display 53 (step S1-20). In response to the display, the employee operates the keyboard 52 to input each requested information. In response to this, the cashier terminal 5 transmits these pieces of information to the server 1 (step S1-21).
[0076]
Upon receiving these pieces of information, the server 1 first determines whether or not “exclusive nomination” is designated (step S1-22). If “exclusive nomination” is designated (step S1-22 indicates “ YES ”), referring to the sales database 22 based on the received nominated employee code relating to the exclusive nomination, whether or not“ exclusive nomination ”of the customer service representative 400 relating to the nominated employee code is possible. Judgment is made (step S1-23). The determination as to whether or not “exclusive appointment” is possible is performed as follows. For example, the server 1 extracts a record corresponding to the designated employee code in the sales database 22, and first, from these records, the store visit time attribute is input, and the settlement time (or residence time) is set. Items that do not have an input in the attribute are excluded, and only the customer service representative 400 who is currently “free” or “free” is left. Subsequently, the server 1 records, among the records corresponding to the customer service representative 400, records that do not include the time at which the reservation residence time elapses from the reservation visit time between the current time and 3 hours later. Extract and leave the customer service person 400 "free" or "free" until 3 hours later. If the customer service representative 400 remaining here is the customer service representative 440 who can “exclusively nominate”, and the customer service representative 400 related to the nomination is included in the service representative 400, the server 1 will serve as the customer service representative 400. Determines that “nomination is possible”.
[0077]
When the server 1 determines that exclusive nomination is not possible (“NO” in step S1-23), the server 1 re-enters the employee code (designated employee code) to prompt another designated customer service representative. Information to that effect is transmitted to the cashier terminal 5 (step S1-24). When the cashier terminal 5 receives the information, the cashier terminal 5 displays the information on the display 53 (step S1-25). When the employee operates the keyboard 52 and inputs the requested information according to the display, In response to this, the cashier terminal 5 transmits these pieces of information to the server 1 (step S1-26).
[0078]
The server 1 can make exclusive nomination after step S1-26 or when “nomination nomination” is not designated at step S1-22 (“NO” at step S1-22) or at step S1-23. If it is determined (“YES” in step S1-23), when information is received from the cash register terminal 5, the current date and time is obtained from the built-in timer 10a of the CPU 10, for example, a new one in the sales database 22 is obtained. In the record corresponding to the sales code, the current date and time are stored as the date and time of visit and the information received from the cash register terminal 5 is stored (step S1-27). At this time, in the case of the customer 300 who makes a reservation by telephone or the like, since the reservation visit time and the reservation residence time are already stored in the sales database 22, the server 1 does not take a new sales code. Each information is stored in the corresponding record. In addition, when the nomination is “ordinary nomination”, the server 1 does not store the reservation dwell time. When the nomination is “exclusive nomination”, the server 1 sets the reservation dwell time 3 hours after the current time. To do.
[0079]
Next, as shown in FIG. 9, the server 1 refers to the fee database 23 based on the current vacancy rate, obtains the fee per minute, and temporarily stores it in the memory 11 (or hard disk 17). In addition, referring to the incentive point database 24 based on the current vacancy rate, the incentive point per nomination is obtained, and this is stored in the employee attendance time database 19 corresponding to the nominated employee code stored in the sales database 22. The employee code and the current year / month / day record are stored as incentive points (step S1-28). Then, the server 1 adds the incentive point acquired this time by the customer service representative 400 to the cumulative incentive point of the corresponding record in the employee database 18 and stores it (step S1-29).
[0080]
Subsequently, the server 1 transmits information necessary for the receipt slip 59a (see FIG. 10A) handed to the customer 300 when visiting the store to the cash register terminal 5 (step S1-30), and the cash register terminal 5 receives the received information. Is printed from the printer 56 as a receipt slip 59a (step S1-31). In the present embodiment, a sales code, a customer code, a designated customer service representative code (employee code), a seat number, a store visit date, and the like are printed on the receipt slip 59a.
[0081]
If there is a further additional order (extension, drink addition, etc.) while the customer 300 is staying in the store 6a, the employee operates the cash register terminal 5 to perform steps S1-15 to the server 1. By performing the same process as S1-29 (the process for exclusive nomination can be omitted), it is stored in the corresponding record as an additional order of the sales database 22.
[0082]
On the other hand, if “settlement” is selected in step S1-18, the server 1 transmits, for example, information indicating that the sales code (or seat number) is input to the cashier terminal 5, as shown in FIG. (Step S1-36). When the cashier terminal 5 receives the information, the cashier terminal 5 displays the information on the display 53 (step S1-37). In response to the display, the employee operates the keyboard 52 and inputs each requested information. In response to this, the cashier terminal 5 transmits these pieces of information to the server 1 (step S1-38).
[0083]
Upon receiving these pieces of information, the server 1 next acquires the current date and time from the built-in timer 10a of the CPU 10 and stores the current date and time as the settlement time in the corresponding record of the sales database 22 (step S1-39). ). Subsequently, the server 1 calculates a residence time from the store visit time and the settlement time of the corresponding record in the sales database 22, and stores the calculated residence time in the sales database 22 (step S1-40). Further, the server 1 calculates a basic charge by multiplying the residence time by the charge per minute calculated in step S1-28, and adds the basic charge and the additional order to obtain the tax and service charge. Is calculated and stored in the sales database 22 (step S1-41). At this time, the server 1 can also make a discount or the like according to the accumulated points (customer database 21) of the customer 300. Further, the server 1 calculates the points of the customer 300 (for example, several percent of the total amount, here 3%) based on the total fee, and stores it in the sales database 22 (step S1-42). Then, the server 1 adds the points acquired this time by the customer 300 to the accumulated points of the corresponding records in the customer database 21, and stores them (step S1-43).
[0084]
Further, the server 1 transmits information necessary for the receipt 59b (see FIG. 10B) handed to the customer 300 at the time of payment to the cashier terminal 5 (step S1-44), and the cashier terminal 5 receives the received information. The receipt 59b is printed from the printer 56 (step S1-45). In the receipt 59b, in this embodiment, the sales code, customer code, designated customer service representative code (employee code), seat number, visit date / time, residence time, basic charge, additional order (including nomination charge), Total charges (including tax and service charges), current points, accumulated points, etc. are printed.
[0085]
Next, main processing (customer collection promotion / attendance request processing) according to the present invention of the server 1 will be described with reference to FIGS. 11 and 12. First, as shown in FIG. 11, the server 1 calculates the vacancy rate based on the following arithmetic expression stored in advance as a vacancy rate calculation processing program 171 in the hard disk 17 (step S1-50). This calculation is executed, for example, every 10 minutes or every 30 minutes, and also uses a reservation manual input from the cash register terminal 5 and a process using the vacancy rate such as the above-mentioned process at the time of visiting the store (for example, step S1 in FIG. It is also executed when various events occur (see -28).
[0086]
Vacancy rate = (Number of full seats-Number of customers) / Number of full seats x 100% (1)
Here, the number of full seats = the number of hostesses at work × 1.2.
[0087]
The number of full seats is the number of customers 300 who can be covered by the hostess who is going to work. In this embodiment, it is assumed that the customer 300 who is 120% of the number of hostess who is going to work will be full. In this embodiment, the capacity of the store 6a is not taken into consideration. For example, the number of hostesses currently working for the capacity of the store 6a is large. It is also possible to provide the hostess with an incentive point corresponding to this degree when the number is too small.
[0088]
Next, the server 1 executes fee calculation processing based on the fee calculation processing program 172 stored in advance in the hard disk 17 (step S1-51). In the fee calculation process, the server 1 refers to the fee database 23 based on the vacancy rate calculated in step S1-50, and acquires the fee per minute corresponding to the vacancy rate.
[0089]
Further, the server 1 executes nomination acquisition incentive point calculation processing based on the incentive point calculation processing program 173 stored in advance in the hard disk 17 (step S1-52). In the nomination acquisition incentive point calculation process, the server 1 refers to the incentive point database 24 based on the vacancy rate calculated in step S1-50, and acquires an incentive point per nomination corresponding to the vacancy rate.
[0090]
Thereafter, the server 1 executes the customer service processing program 174 and the customer contact person / caller processing program 175 stored in advance in the hard disk 17 in parallel.
[0091]
First, the customer process will be described with reference to FIG. The server 1 extracts from the customer database 21 the charge information notification person corresponding to the current charge calculated in step S1-51 (step S1-53). Specifically, as illustrated in FIG. 4B, the server 1 extracts records in which the “charge information notification permission” attribute of the customer database 21 is “YES”, and among the extracted records. Then, based on the discount rate corresponding to the current fee, the attribute of “notification category of fee information” is referred to, and records below the discount rate are extracted. Preferably, the server 1 refers to the attribute of the inconvenient day and convenient day based on the current day by referring to the timer 10a, excludes the record corresponding to the inconvenient day from these records, Sort the records corresponding to the day of the week to give priority. The server 1 refers to the attribute of the accumulated points of the sorted records, and further sorts these records in descending order of the accumulated points.
[0092]
Next, the server 1 transmits, to the mobile phone (customer terminal) 9 of the customer 300, information indicating that the desired charge (or discount rate) has been obtained, for example, by e-mail (step S1-54). At this time, by transmitting information in the order of the records rearranged in step S1-54, it is possible to preferentially notify information to a customer with a high store utilization rate. At this time, when the customer service representative 400 designated as the attribute of the nomination request customer service representative is not in service, that is, when it is “vacant”, this can be notified. For example, first, records that have the store visit time input in the sales database 22 and that do not have the checkout time (or residence time) input are extracted, and the customer service that is input as the designated employee code of these records It can be determined that the person in charge 400 is not “vacant”. Further, referring to the employee attendance / exit database 19 for the customer service representative 400 who is attending work other than this, the employee code of a record that has an actual attendance time entry and no actual exit time (or early departure) entry. Customer service representative 400 is determined to be “vacant”.
[0093]
At the same time, the server 1 includes the charge (or discount rate) posted on the store website, the name of the customer service representative 400 who is attending work, being nominated exclusively (or capable of being nominated exclusively), or “free”, and In order to update the information such as the exclusive nomination fee, information such as the fee (or discount rate) in the website data 176 of the hard disk 17 is updated (step S1-55), and the customer attraction promotion / attendance request processing is terminated.
[0094]
Next, the processing of the customer contact person / caller person in charge will be described. As shown in FIG. 12, the server 1 first determines whether or not the vacancy rate calculated in step S1-50 is 50% or more (step S1-56), and the vacancy rate is 50% or more. ("YES" in step S1-56), the customer collection request processing is executed (step S1-57), and the customer collection promotion / attendance request processing processing is terminated. Specifically, in the customer collection request process, the server 1 transmits information indicating that the vacancy rate has reached 50% or more (or the value of the vacancy rate) to the employee's mobile phone 9 by e-mail, for example.
[0095]
As a result, the employee can know that the vacancy rate has reached 50% or more. In particular, when the attendance person in charge 400 who is absent or not attending as shown in FIG. 1 has a vacancy rate of 50% or more, Since the incentive point per nomination is 20 points (see FIG. 6 (d)), it will naturally try to attract customers. In addition, since the store 6a is vacant, the customer service representative 400 who is at work can go out of the store 6a and act freely as a waiting customer service person 400 as shown in FIG. It is also possible to efficiently attract customers (for example, eating with the customer 300 and then accompanying customers).
[0096]
On the other hand, if the vacancy rate is not 50% or more ("NO" in step S1-56), the server 1 subsequently determines whether the vacancy rate is 5% or less (step S1-58). . If the vacancy rate is not 5% or less ("NO" in step S1-58), the server 1 further determines whether the vacancy rate is 25% or less (step S1-59). If the vacancy rate is not less than 25% ("NO" in step S1-59), it is determined that the store 6a is in an appropriate state that is neither crowded nor vacant, and the customer collection promotion / attendance request processing ends.
[0097]
On the other hand, when the vacancy rate is 25% or less ("YES" in step S1-59), the server 1 executes an attendance request process (step S1-60). Specifically, in the attendance request process, the server 1 transmits information indicating that the vacancy rate has become 25% or less (or the value of the vacancy rate) to the employee's mobile phone 9 by e-mail, for example. Thereby, the employee can know that the vacancy rate has become 25% or less.
[0098]
Further, the server 1 determines whether or not an email is replied from the employee's mobile phone 9 (step S1-61), and if no e-mail is replied ("NO" in step S1-61). Repeats step S1-61. On the other hand, if an e-mail reply is received (“YES” in step S 1-61), it is determined that it is possible to work within 30 minutes in response to this work request, and 5 points is given to the respondent. Are added to the corresponding records in the employee attendance / leaving database 19 and stored (step S1-64). And the server 1 memorize | stores the time (For example, 30 minutes after becoming "YES" in S1-61) corresponding to the attribute of the scheduled attendance time (or schedule departure time in addition to this) of this record. (Step S1-65), the customer collection promotion / attendance request processing is terminated.
[0099]
If the vacancy rate is 5% or less ("YES" in step S1-58), the server 1 executes an emergency attendance request process (step S1-62). Specifically, in the emergency attendance request process, the server 1 transmits information indicating that the vacancy rate is 5% or less (or the value of the vacancy rate) to the employee's mobile phone 9 by e-mail, for example. . Thereby, the employee can know that the vacancy rate has become 5% or less, and can urge the customer service representative 400 and the like to go to work.
[0100]
Further, the server 1 determines whether or not an email is replied from the employee's mobile phone 9 (step S1-63), and if no e-mail is replied ("NO" in step S1-63). Repeats step S1-63. On the other hand, if there is a reply to the e-mail (“YES” in step S1-63), it is determined that it is possible to work within 30 minutes in response to this emergency work request, and 10 replies are made to the responder. In order to give an incentive point with a fixed point, it is added to the corresponding record in the employee attendance database 19 and stored (step S1-64). And the server 1 memorize | stores the time (For example, 30 minutes after becoming "YES" in S1-63) corresponding to the attribute of the scheduled attendance time (or schedule departure time in addition to this) of this record. (Step S1-65), the customer collection promotion / attendance request processing is terminated.
[0101]
Thus, since the fixed incentive point according to this is given with respect to the employee who responded to the emergency attendance request | requirement, especially the customer service person 400 will make an effort to work naturally. Note that the number of incentive points for the emergency attendance request can be stored in advance in the incentive point database 24, for example, and can be changed according to the vacancy rate.
[0102]
Also, attendance requests (including emergency attendance requests) can be executed for employees of other stores 6a and 6a. Specifically, the server 1 refers to the employee attendance database 19 and the sales database 22 of the other stores 6a, 6a, and enters the above-mentioned attendance to the mobile phone 9 of the empty employees of these stores 6a, 6a. Send an email request (or emergency attendance request).
[0103]
Next, processing between the mobile phone 9 of the customer 300 and the server 1 will be described with reference to FIGS. 13 and 14. First, when the mobile phone 9 receives an e-mail message indicating that the desired fee (or discount rate) has been transmitted from the server 1 in step S1-54, the customer 300 should confirm the received contents. The input means 93 is operated to select “display received mail” from the menu screen. At this time, as shown in FIG. 13, the mobile phone 9 determines whether the menu selection operation is a received mail display or a site connection (step S1-70). In S1-70, “Received mail display”), the received mail is downloaded to the memory 92 and displayed on the display 94 (Step S1-71), and this process ends. The customer 300 can confirm the contents of the received mail and, for example, can make a call to the store 6a to make a reservation.
[0104]
On the other hand, when the customer 300 wants to know the updated fee (or discount rate), etc., corresponding to the above step S1-55, the customer 300 inputs the input means to select “site connection” from the menu screen. 93 is operated. At this time, as shown in FIG. 13, when the menu selection operation is site connection (“site connection” in step S1-70), the mobile phone 9 displays a URL input screen, and the customer 300, for example, The input means 93 is operated to input the URL of the store website. Then, along with the confirmation operation of the input URL, the mobile phone 9 connects to the server 1 based on the URL (step S1-72).
[0105]
Along with this, the server 1 transmits to the mobile phone 9 of the customer 300 information on the charge guide (or along with the discount rate) and menu selection (step S1-73). When receiving this, the cellular phone 9 displays the information on the display 94 as shown in FIG. 15A (step S1-74). This information is, for example, information indicating selection of a schedule (for example, “2. Hostess information”) or other information (for example, “3. Introduction of shops and hostess”) of the customer service representative 400. In this flowchart, for the sake of simplicity of explanation, “1. Call now” is omitted. However, when the customer 300 selects “1. Call now”, the mobile phone 9 automatically makes a call to the telephone number of the registered store 6a. When the customer 300 operates the input means 93 and selects information indicating that the schedule of the customer service representative 400 or other information is selected from the display menu, the mobile phone 9 transmits this information to the server 1 accordingly. (Step S1-75).
[0106]
The server 1 determines whether the received information is a schedule for the customer service representative 400 or other information (step S1-76), and if it is a schedule for the customer service representative 400 (in step S1-76). In addition, information indicating that the customer service representative 400 is selected is transmitted to the mobile phone 9 (step S1-77). Upon receiving this, the cellular phone 9 displays the information on the display 94 as shown in FIG. 15B (step S1-78). This information is, for example, a list of service representatives 400 who are attending work, and the server 1 refers to, for example, the employee attendance / exit database 19 and has input to the actual attendance time attribute, and the actual attendance time The name of the customer service representative 400 whose attribute is not input is extracted and created. Here, as shown in FIG. 15 (b), a mark such as an asterisk is attached to the position corresponding to the free customer service representative 400 (in the “vacant” state that is not currently designated) By placing a mark such as a cross mark at a position corresponding to the customer service representative 400 in the nomination, the customer 300 can be encouraged to actively nominate these customer service representatives 400, and the nomination concentration can be avoided.
[0107]
Such marking is performed by referring to the attribute of the designated employee code in the sales database 22 based on the employee code of the customer service representative 400 in the extracted list, Since it can be determined that the customer service representative 400 entered as the designated employee code of the record that has no input in the attribute of the settlement time (or staying time) is not “vacant”, the other customer service representatives 400 who are attending work other than this Can be obtained by determining “free” or “free” (see FIG. 15C). Further, when there is an employee code corresponding to this, the number of records is counted, and as shown in FIG. Here, the customer service representative 400 in the exclusive appointment refers to the sales database 22 and obtains the designated employee code corresponding to the record whose reservation residence time attribute is 3 hours or more. Can do. Further, it is possible to make a determination by adding an attribute of “exclusive designation” to the sales database 22 and inputting a flag such as “YES / NO” of the value of this attribute. Further, although not shown here, it is also possible to put a mark on “a customer service representative 400 capable of exclusive appointment”.
[0108]
When the customer 300 operates the input means 93 and selects any one of the customer service representatives 400 from the list, the mobile phone 9 transmits this information to the server 1 accordingly (step S1-79). As shown in FIG. 14, when the server 1 receives the selection result of the customer service representative 400, the server 1 refers to the employee attendance / attendance database 19 based on the employee code of the customer service representative 400 corresponding to the selection result. For example, the scheduled attendance time (actual attendance time is acceptable) and the scheduled departure time are acquired, and the reservation status is acquired with reference to the sales database 22 as described above. The data is transmitted to the mobile phone 9 (step S1-80). Upon receiving this, the cellular phone 9 displays the information on the display 94 (step S1-81), and ends the customer collection promotion / attendance request processing.
[0109]
Note that in step S1-80, if a customer service representative 400 who is not free from the list of FIG. 15B is desired, the server 1 may request other services as shown in FIG. 15D. The information indicating that the customer service representative 400 is recommended can be transmitted to the mobile phone 9 of the customer 300. At this time, simply recommending another customer service representative 400 to the customer 300 has little merit to the customer 300, so the server 1 issues an exchange number or the like that makes the nomination fee free (for example) to the mobile phone 9 ( Send). In this case, in order to make the nomination fee free, the server 1 sets “−nomination fee” from the value of the additional order in the sales database 22. For example, if the nomination fee is ¥ 1,000, the value of the additional order of the corresponding record in the sales database 22 is “¥ 0” because it is before coming to the store at this point. , 000 ".
[0110]
(Second Embodiment)
Unlike the first embodiment, the system according to the present embodiment is configured to directly accept reservations from the customer 300, and the store state (reservation status, congestion, etc.) from the day to 3 days later. Judgment based on. Therefore, the system according to the present embodiment is not the customer service representative 400 instead of the cabaret store 6a illustrated in the first embodiment, in which the customer service representative 400 directly receives a reservation from the customer 300. Is suitable for a store such as a health store that does not receive a reservation from the customer 300 directly. Therefore, in this embodiment, a health store will be described as an example. Further, as shown in FIG. 1, the overall configuration of the system in the present embodiment is substantially the same as that of the first embodiment, and common portions are denoted by the same reference numerals and detailed description thereof is provided. Is omitted.
[0111]
For example, as shown in FIG. 1, a chain store owned and managed by the store owner 100 (in this embodiment, as in the first embodiment, fashion health stores (health stores) A, B, and A store 6b, which is one of the three stores of C, has a capacity of 12 rooms for customer service (in this case, the space unit for serving one customer 300 is “private room” 8). ), 20 people in charge of customer service (generally called “companion” in the business form of the present embodiment) 400, 400... The other stores 6b and 6b may have different numbers of seats and hostesses, but basically have the same configuration. Here, for simplification of explanation, only one customer service representative 400 is basically attached per seat, but a plurality of customer service representatives 400, 400. Is possible. In the present embodiment, since the customer service is performed in the “private room” 8 instead of the “seat” 7 and the prediction calculation is performed in consideration of the reservation, the above-mentioned first implementation is performed as the vacancy rate according to the present invention. Instead of the “vacancy rate” in the form of “”, the concept of “predicted vacancy rate” is used. As shown with a slash (/) in FIG. 3, the server 1 according to the present embodiment replaces the vacancy rate calculation processing program 171 in the first embodiment with a predicted vacancy rate calculation processing program 171. Is stored in the hard disk 17.
[0112]
Further, in the present embodiment, the scheduled attendance time and the scheduled departure time among the information in the employee attendance database 19 are determined by the employee himself or the store manager / manager 200 (for example, receiving a call from the employee). However, by operating the keyboard 42 of the time recorder terminal 4, it is transferred to the server 1 and stored in the employee attendance database 19 or the store owner 100 (for example, receiving a call from an employee) The operation and input with the keyboard / mouse 12 of the server 1 is stored in the employee attendance database 19, while the server 1 according to the present embodiment is connected to the employee's mobile phone 9 (employee terminal) as will be described later. ) And automatically stored in the employee attendance database 19.
[0113]
Similarly, in the present embodiment, each piece of information (excluding accumulated points) in the customer database 21 is stored when the customer 300 who became a member (regular member or online member) calls the store 6b or visits the store. The keyboard 52 is operated from the cash register terminal 5 (or the keyboard / mouse 12 and the like are operated) to be input and stored in the customer database 21, while the server 1 according to the present embodiment is connected to the cellular phone 9 of the employee. Are automatically acquired by communication and stored in the customer database 21.
[0114]
Similarly, in the present embodiment, the reservation visit time and the reservation residence time among the information in the sales database 22 are the employee's number when the customer 300 who has become a member calls the store 6b or makes a reservation when visiting the store. Is input from the cash register terminal 5 by operating the keyboard 52 (or by operating the keyboard / mouse 12 or the like) and stored in the sales database 22, while the server 1 according to the present embodiment employs the employee as described later. It is automatically acquired by communication with the person's mobile phone 9 and stored in the sales database 22. At this time, in order to avoid double booking, the sales database 22 cannot store two or more records at the duplicate date and time (reservation visit time and reservation residence time).
[0115]
As shown in FIG. 6C, the charge database 23 has various attributes such as a predicted vacancy rate and a charge. In FIG. 6 (c), as the customer service at the health store 6b, three courses of a 40-minute course (standard course), a 60-minute course, and an 80-minute course are illustrated. However, the processing according to the present embodiment is basically the same, and will be described below with reference to the standard course.
[0116]
Here, the predicted vacancy rate is a value calculated based on an arithmetic expression described later, and is expressed as a percentage. The charge is a basic charge per course (the above standard 40-minute course) with respect to the predicted vacancy rate, and is entered in advance using the keyboard / mouse 12. In this embodiment, the charge per course is set to the standard charge (¥ 10,000) when the predicted vacancy rate is 0% to 30%, and the charge is set to decrease as the predicted vacancy rate increases. Has been. For example, when the predicted vacancy rate is 30% to 50%, ¥ 80,000 (discount rate = 20%), and when the predicted vacancy rate is 50% to 80%, ¥ 6,500 (discount rate = 35%), When the predicted vacancy rate is 80% to 100%, it is set to ¥ 5,000 (discount rate = 50%).
[0117]
In the health store 6b illustrated in the present embodiment, it is not assumed that the customer service representative 400 directly receives a reservation from the customer 300, that is, the customer service representative 400 is actively engaged in sales. Since it is normal not to assume activity, the server 1 replaces the incentive point database 24 as a reward for sales acquisition (including nomination) as shown in the first embodiment. , Another incentive point database 24 is provided as a reward in response to a work attendance request (to be described in detail later). In this embodiment, as an incentive in response to one attendance request, it is set to 10 points when the predicted vacancy rate is 0% to 30%, and the incentive point is set to increase as the predicted vacancy rate increases. Yes. For example, 15 points is set when the predicted vacancy rate is 30% to 50%, 20 points when the predicted vacancy rate is 50% to 80%, and 25 points when the predicted vacancy rate is 80% to 100%. Has been.
[0118]
The nomination service type customer attraction promotion support system according to the present embodiment has the hardware configuration as described above, and the CPU of each device constituting the system will be described next with reference to the flowcharts of FIGS. To function. In the following, for simplification of description, it is described that each device, not the CPU, performs such an operation.
[0119]
First, a description will be given of a process when an employee (here, in particular, “a customer service representative 400”) is registered for going to and from work. As shown in FIG. 16, when an employee wants to register an attendance schedule in the server 1, the URL input screen is operated by operating the input means 93 to select “site connection” from the menu screen of his mobile phone 9. Is displayed, and the input means 93 is operated to input the URL of the store website, for example. Then, along with the confirmation operation of the input URL, the mobile phone 9 connects to the server 1 based on the URL (step S2-1).
[0120]
Along with this, the server 1 transmits information indicating that the employee code has been input to the employee's mobile phone 9 (step S2-2). When the mobile phone 9 receives the information, the server 1 displays the information on the display 94. (Step S2-3). When the employee operates the input means 93 of the mobile phone 9 and inputs his or her employee code (previously assigned from the store 6b side), the mobile phone 9 receives the employee code when the input is confirmed. Is transmitted to the server 1 (step S2-4).
[0121]
When the server 1 receives the employee code, the server 1 subsequently transmits to the employee's mobile phone 9 information indicating the entry of the attendance schedule (for example, date, scheduled attendance time, and scheduled exit time) (step S1). S2-5). When receiving this, the cellular phone 9 displays the information on the display 94 (step S2-6). When the employee operates the input means 93 of the mobile phone 9 and inputs his / her attendance schedule, the mobile phone 9 transmits the attendance schedule to the server 1 in response to the confirmation of the input (step S2-7).
[0122]
When the server 1 receives the attendance schedule, it refers to the employee attendance database 19 based on the received employee code and date, and stores the scheduled attendance time and the scheduled departure time in the corresponding record (step S2-8). ), This attendance / work schedule registration process is terminated.
[0123]
The attendance / leaving schedule registration process can be performed not only from the employee terminal such as the employee's mobile phone 9 but also from the time recorder terminal 4. However, in the case of the time recorder terminal 4, since it is always connected to the network 2 via the router 3, the site connection according to the above S2-1 is unnecessary (except at the time of start-up). In addition, since the process at the time of the employee's actual attendance and leaving is the same as that in the first embodiment (see the attendance / leaving process in FIG. 7), the detailed explanation is given here in order to simplify the explanation. Description is omitted.
[0124]
Next, processing when the customer 300 visits the store or pays out (visit to the store / checkout processing) will be described with reference to FIGS. 17 and 9. First, as shown in FIG. 17, the server 1 transmits information indicating that the menu is selected to the cashier terminal 5 (step S2-13), and when receiving this, the cashier terminal 5 displays the information on the display 53. (Step S2-14). This information is, for example, information indicating selection of visit or checkout. When the employee operates the keyboard 52 and selects store visit or checkout from the display menu, the cashier terminal 5 transmits this information to the server 1 accordingly (step S2-15).
[0125]
The server 1 determines whether the received information is a store visit or payment (step S2-16). If the received information is a store visit (“visit” in step S2-16), the reservation number (member ( (Regular member and online member) customer code, non-member is arbitrarily assigned by server 1 as described later), seat number, employee code of the designated customer service representative (only for free appointment reservation), age, etc. And additional information (drink, extension, etc., the designation is counted as one order) is transmitted to the cash register terminal 5 (step S2-17). Note that the employee code of the designated customer service representative, which is an input item here, is input only when the customer 300 has made a reservation with a free appointment and the appointment is decided upon visiting the store. This is because in the case of normal nomination reservation, the employee code of the nominated customer service representative is already stored in the sales database 22 before visiting the store.
[0126]
When the cashier terminal 5 receives the information, the cashier terminal 5 displays the information on the display 53 (step S2-18). In response to the display, the employee operates the keyboard 52 to input each requested information. In response to this, the cashier terminal 5 transmits these pieces of information to the server 1 (step S2-19).
[0127]
Upon receiving these pieces of information, the server 1 next obtains the current date and time from the built-in timer 10a of the CPU 10, and stores the current date and time as a date and a visit time in a record related to the reservation in the sales database 22. At the same time, each information received from the cash register terminal 5 is stored (step S2-20).
[0128]
Next, the server 1 transmits information necessary for the receipt slip 59a (see FIG. 10A) handed to the customer 300 when visiting the store to the cashier terminal 5 (step S2-21), and the cashier terminal 5 receives the received information. Printing is performed from the printer 56 as a receipt slip 59a (step S2-22). In the present embodiment, a sales code, a customer code, a designated customer service representative code (employee code), a private room number, a visit date and time, and the like are printed on the reception form 59a.
[0129]
If there is a further additional order (extension, drink addition, etc.) while the customer 300 is staying in the store, the employee operates the cashier terminal 5 to perform steps S2-13 to S2 with the server 1. By performing the same process as −20, it is stored in the corresponding record as an additional order of the sales database 22.
[0130]
Since the subsequent settlement processing is the same as the settlement processing in FIG. 9 described in the first embodiment (the processing after “settlement” in step S1-18), the step number of the flowchart in FIG. This will be explained below.
[0131]
That is, if “settlement” is selected in step S2-16, information indicating that a sales code (or private room number) is input is transmitted to the cashier terminal 5 (step S1-36). When the cashier terminal 5 receives the information, the cashier terminal 5 displays the information on the display 53 (step S1-37). In response to the display, the employee operates the keyboard 52 and inputs each requested information. In response to this, the cashier terminal 5 transmits these pieces of information to the server 1 (step S1-38).
[0132]
Upon receiving these pieces of information, the server 1 next acquires the current date and time from the built-in timer 10a of the CPU 10 and stores the current date and time as the settlement time in the corresponding record of the sales database 22 (step S1-39). ). Subsequently, the server 1 calculates a residence time from the store visit time and the settlement time of the corresponding record in the sales database 22, and stores the calculated residence time in the sales database 22 (step S1-40). Further, when the server 1 refers to the sales database 22 and is a reserved customer 300, the server 1 extends the “predicted charge (to be described later)” calculated at the time of reservation and the staying time calculated in step S 1-41. Is added to the basic charge and the additional order is added to calculate the total charge including the tax and service charge and stored in the sales database 22 (step S1-42). . Furthermore, the server 1 calculates the point of the customer 300 (for example, several percent of the total amount) based on the total fee, and stores this in the sales database 22 (step S1-43). Then, the server 1 adds the points acquired this time by the customer 300 to the accumulated points of the corresponding records in the customer database 21 and stores them (step S1-44).
[0133]
Further, the server 1 transmits information necessary for the receipt 59b (see FIG. 10B) handed to the customer 300 at the time of payment to the cashier terminal 5 (step S1-44), and the cashier terminal 5 receives the received information. The receipt 59b is printed from the printer 56 (step S1-45). In the receipt 59b, in this embodiment, the sales code, customer code, designated customer service representative code (employee code), private room number, store visit date, residence time, basic charge, additional order, total charge, current point , And accumulated points are printed.
[0134]
Next, main processing (customer collection promotion / attendance request processing) according to the present invention of the server 1 will be described with reference to FIGS. 18 and 19. First, as shown in FIG. 18, the server 1 determines the predicted vacancy rate (the vacancies after the current date and time) based on the following calculation formula stored in the hard disk 17 as the predicted vacancy rate calculation processing program 171 in advance. Rate) is calculated (step S2-27). This calculation is executed, for example, every hour, and also when various events occur, such as every process using a predicted vacancy rate such as a reservation acceptance / charge inquiry process described later.
[0135]
Estimated vacancy rate = (Number of full rooms-Number of customers) / Number of full rooms x 100% (2)
Here, the number of full rooms = the number of companions on duty + 3.
[0136]
The number of full rooms is the number of customers that can be covered by companions scheduled to work (in the case of the current date and time), and in this embodiment, the number of companions scheduled to work / number of companions + 3 It is assumed that the restaurant will be full when you come to the store.
[0137]
Next, the server 1 executes a predicted charge calculation process based on a charge calculation processing program 172 stored in advance in the hard disk 17 (step S2-28). In the predicted charge calculation process, the server 1 refers to the charge database 23 shown in FIG. 6C based on the predicted vacancy rate calculated in step S2-27, and per server corresponding to the predicted vacancy rate. (In the case of the current date and time, the current fee) is acquired (step S2-28).
[0138]
Thereafter, the server 1 executes the customer service processing program 174 and the customer contact person / caller processing program 175 stored in advance in the hard disk 17 in parallel.
[0139]
First, the customer process will be described with reference to FIG. The server 1 extracts, from the customer database 21, the person corresponding to the charge information notification corresponding to the predicted charge / current charge calculated in step S2-28 (step S2-29). Specifically, as illustrated in FIG. 4B, the server 1 extracts a record whose attribute of “permission information notification permission” is “YES”, and further, from the extracted records, Based on the discount rate corresponding to the predicted rate / current rate (the rate at which the customer's 300 reservation or the rate inquiry target date and time differs), refer to the attribute of “notification of rate information” and record records below the discount rate Extract. And preferably, the server 1 refers to the attributes of the inconvenient day and convenient day based on the reservation or charge inquiry day of the customer 300, excludes the record corresponding to the inconvenient day from these records, Sort the records corresponding to the day of the week to give priority. The server 1 refers to the attribute of the accumulated points of the sorted records, and further sorts these records in descending order of the accumulated points.
[0140]
Next, the server 1 transmits, to the mobile phone (customer terminal) 9 of the customer 300, information indicating that the desired charge (or discount rate) has been reached, for example, by e-mail (step S2-30). At this time, by transmitting information in the order of the records rearranged in step S2-29, it is possible to preferentially notify information to a customer with a high store utilization rate. At this time, when the customer service representative 400 designated as the attribute of the nomination request customer service representative is not in service, that is, when it is “vacant”, this can be notified. For example, first, records that have the store visit time input in the sales database 22 and that do not have the checkout time (or residence time) input are extracted, and the customer service that is input as the designated employee code of these records It can be determined that the person in charge 400 is not “vacant”. Further, referring to the employee attendance / exit database 19 for the customer service representative 400 who is attending work other than this, the employee code of a record that has an actual attendance time entry and no actual exit time (or early departure) entry. Customer service representative 400 is determined to be “vacant”.
[0141]
At the same time, the server 1 updates the website data 176 of the hard disk 17 in order to update information such as the charge (or discount rate) posted on the store website, the name of the customer service representative 400 who is on duty or “vacant”, etc. Information (such as a discount rate) is updated (step S2-31), and the customer collection promotion / attendance request processing is terminated.
[0142]
Next, the processing of the customer contact person / caller person in charge will be described. As shown in FIG. 19, the server 1 first determines whether or not the predicted vacancy rate calculated in step S2-27 is 50% or more (step S2-32), and the predicted vacancy rate is 50%. If this is the case ("YES" in step S2-32), the customer collection request processing is executed (step S2-33), and the customer collection promotion / attendance request processing processing is terminated. Specifically, in the customer collection request process, the server 1 sends information indicating that the predicted vacancy rate has reached 50% or more (or the value of the predicted vacancy rate) to the employee's mobile phone 9 by e-mail, for example. Send with. Thereby, the employee can know that the predicted vacancy rate has reached 50% or more. In addition, since the store 6b is vacant, the customer service representative 400 who is at work can go out of the store 6a and act freely as the standby customer service person 400 as shown in FIG. It is also possible to efficiently attract customers (for example, eating with the customer 300 and then accompanying customers).
[0143]
On the other hand, when the predicted vacancy rate is not 50% or more (“NO” in step S2-32), the server 1 subsequently determines whether or not the predicted vacancy rate is 25% or less (step S2-34). If the predicted vacancy rate is not less than 25% ("NO" in step S2-34), it is determined that the store 6b is in an appropriate state that is neither crowded nor vacant, and the customer collection promotion / attendance request processing ends. To do.
[0144]
On the other hand, when the predicted vacancy rate is 25% or less (“YES” in step S2-34), the server 1 executes an attendance request process (step S2-35). In the attendance request process, specifically, the server 1 sends information indicating that the predicted vacancy rate is 25% or less (or the value of the predicted vacancy rate) to the employee's mobile phone 9, for example, e-mail. Send with. Thereby, the employee can know that the predicted vacancy rate is 25% or less.
[0145]
Further, the server 1 determines whether or not an email is replied from the employee's mobile phone 9 (step S2-36), and if no e-mail is replied ("NO" in step S2-36). Repeats Step S2-36. On the other hand, if an e-mail reply is received (“YES” in step S2-36), the server 1 determines that an employee who was not originally scheduled to attend will respond to the attendance request. In order to give the responder an incentive point that fluctuates according to the predicted vacancy rate, first, referring to the incentive point database 24 shown in FIG. The corresponding incentive point per attendance request response is acquired, and this incentive point is added to and stored in the corresponding record in the employee attendance database 19 (step S2-37). And the server 1 memorize | stores the time (for example, 15 minutes before reservation of a customer 300 or a charge reference | inquirement date and time) corresponding to the attribute of the scheduled attendance time (or schedule departure time in addition to this) of this record ( Step S2-38), the customer attraction promotion / attendance request processing is terminated.
[0146]
Thus, in this embodiment, since the incentive point at that time according to the predicted vacancy rate is given to the employee who responds to the attendance request, in particular, the customer service representative 400 Compared to the case of the fixed incentive points as in the first embodiment, the work effort is made more naturally and positively. Also in the present embodiment, as in the first embodiment, the attendance request may be executed for the employees of the other stores 6b and 6b.
[0147]
Next, reservation reception / charge inquiry processing from the customer 300 will be described with reference to FIGS. First, as shown in FIG. 20, when the mobile phone 9 receives an e-mail message indicating that the desired fee (or discount rate) is transmitted from the server 1 in step S2-30, the customer 300 Then, the input means 93 is operated to select “display received mail” from the menu screen to confirm the received content. At this time, the mobile phone 9 determines whether the menu selection operation is a received mail display or a site connection (step S2-43), and if it is a received mail display ("received mail in step S2-43"). For display "), the received mail is downloaded to the memory 92 and displayed on the display 94 (step S2-44). The customer 300 operates the input means 93 to reply to the received mail to input necessary items (a person in charge for reservation, date / time, etc.) in order to make a customer service reservation. The mobile phone 9 transmits this information to the server 1 (step S2-45).
[0148]
When the server 1 receives the information about the customer service representative 400 who wants to make a reservation, as shown in FIG. 24, the server 1 subsequently transmits information to the effect of course selection to the mobile phone 9 (step S2-90). 9 receives this information and displays the information on the display 94 as shown in FIG. 27B (step S2-91). This information can be selected from “1.40 minute course (standard course)”, “2.60 minute course”, and “3.80 minute course” in FIG. 27B. When the customer 300 operates the input means to select and input one of the courses, the mobile phone 9 transmits this information to the server 1 accordingly (step S2-92).
[0149]
When the server 1 receives the reply mail, as shown in FIG. 24, the fixed incentive point for nomination (for example, “10 points” in this case because it corresponds to “photo nomination”) is stored in the employee attendance database 19. Is added and stored (step 2-98), and is added and stored as accumulated incentive points in the employee database 18 (step S2-99). Then, the server 1 issues a reservation number (here, a four-digit number, which is the same as the sales code in the sales database 22) (step S2-100), and records the year in the record corresponding to the sales code. Customer code (“9999” for non-members) for members (regular members and online members), reservation visit time, reservation residence time, basic fee, additional order (nomination fee only at this stage), and nomination The employee code and the like are registered in the sales database 22 (step S2-101), and information indicating the completion of the reservation (including the reservation details) is transmitted to the mobile phone 9 (step S2-102). Upon receiving this, the cellular phone 9 displays the information on the display 94 as shown in FIG. 27C (step S2-103), and ends the reservation acceptance / charge inquiry process.
[0150]
Here, when the customer 300 operates the input means 93 and selects “OK” displayed on the screen shown in FIG. 27C, the mobile phone 9 sends this information to the server 1 accordingly. When the server 1 receives this information, the server 1 transmits information indicating “Thank you” to the mobile phone 9. When the mobile phone 9 receives the information, the information is displayed on the display 94 as shown in FIG.
[0151]
On the other hand, corresponding to the above step S2-31, when the customer 300 wants to know the updated fee (or discount rate), etc., or makes a reservation inquiry or fee inquiry of the customer service representative 400 on the premise of reservation. In this case, the customer 300 operates the input unit 93 to select “site connection” from the menu screen. At this time, as shown in FIG. 20, when the menu selection operation is site connection (“site connection” in step S2-43), the mobile phone 9 displays a URL input screen, and the customer 300 The input means 93 is operated to input the URL of the store website. Then, along with the confirmation operation of the input URL, the mobile phone 9 connects to the server 1 based on the URL (step S2-46).
[0152]
In addition, regarding the subsequent processing (in FIG. 20, divided by a one-dot chain line), instead of the mobile phone 9 of the customer 300, the customer 300 who has visited the store directly or the employee who has been requested by the customer 300 who has visited the store The same operation can be performed by operating the cashier terminal 5 in the store 6b, but here, for the sake of simplicity of explanation, the description will be continued assuming the mobile phone 9 of the customer 300.
[0153]
With the connection of the cellular phone 9 to the server 1 in step S2-46, the server 1 transmits information indicating that the menu is selected to the cellular phone 9 of the customer 300 (step S2-47). Upon receiving this, the cellular phone 9 displays the information on the display 94 as shown in FIG. 25 (a) (step S2-48). This information may be, for example, a reservation with priority on the desired reservation date (for example, “1. Discount information”), a reservation with priority on customer service (for example, “2. companion information”), or other information (for example, “3. Information on selection of “Introduction of companions”). When the customer 300 operates the input means 93 and selects one from the display menu, the mobile phone 9 transmits this information to the server 1 accordingly (step S2-49).
[0154]
The server 1 determines whether the received information is a reservation with priority on the desired reservation date, a reservation with priority on the customer service representative, or other information (step S2-50), for example, other information. ("Other information" in step S2-50), the server 1 transmits information on "3. Introduction of shops and companions" to the cashier terminal 5 (step S2-51). When receiving this, the cellular phone 9 displays the information on the display 94 (step S2-52), and ends the reservation acceptance / charge inquiry process. This information is, for example, the location of the store 6b and its map, telephone number, e-mail address, business hours, or companion profile (may include a face photo or the like).
[0155]
On the other hand, when the information received in step S2-50 is a reservation with priority on the desired reservation date ("priority on desired reservation date" in step S2-50), the server 1, as shown in FIG. Information indicating the input of the desired reservation date is transmitted to the mobile phone 9 (step S2-53). Upon receiving this, the cellular phone 9 displays the information on the display 94 as shown in FIG. 25 (b) (step S2-54). In FIG. 25 (b), this information can be selected and inputted as “Kyo”, “Tomorrow”, “Assay”, and “Shisatte” up to three days later.
[0156]
When the customer 300 operates the input means 93 to input one of the desired reservation dates, the mobile phone 9 transmits this information to the server 1 accordingly (step S2-55). When the server 1 receives the input result of the desired reservation date, the server 1 refers to the sales database 22 on the basis of the date corresponding to the date, and for each predetermined time zone (for example, every 30 minutes or one hour) related to the reservation. The number of customers is calculated, and the number of customer service representatives scheduled to work for each predetermined time period of the day is calculated with reference to the employee attendance / leaving database 19 based on the same date, and based on the above (2) The predicted vacancy rate for each of the predetermined time zones is calculated according to the equation (step S2-56). Subsequently, the server 1 refers to the charge database 23 based on the calculated predicted vacancy rate, calculates the predicted charge (and discount rate) for each predetermined time zone (step S2-57), and calculates the calculated prediction. Information on the charge (and discount rate) is transmitted to the mobile phone 9 as a charge guide according to the time zone of the desired reservation date (step S2-58).
[0157]
Upon receiving this, the cellular phone 9 displays the information on the display 94 as shown in FIG. 25 (c) (step S2-59). This information is shown in FIG. 25 (c) as time zones in descending order of discount rate. When the customer 300 operates the input means 93 to select and input any desired reservation time zone, the mobile phone 9 transmits this information to the server 1 accordingly (step S2-60).
[0158]
Upon receiving the selection result of the desired reservation time zone, the server 1 refers to the sales database 22 based on the corresponding date and time zone, and determines the customer service representative 400 who has already made a reservation. The customer service representative 400 (that is, the vacant customer service representative 400) who is scheduled to work during the time period is extracted from the employee attendance / leaving database 19 and transmitted to the mobile phone 9 as a list (step S2-61). .
[0159]
Upon receiving this, the cellular phone 9 displays the information on the display 94 as shown in FIG. 25 (d) (step S2-62). In FIG. 25 (d), this information is “0. Random = no appointment”, “1. Lena”, “2. Yoko”, “3. Shinobu”, “4. Chiyo”, “5. Kana”. , And “9. Detailed introduction of companions” can be selected. When the customer 300 operates the input means 93 to select and input one of the customer service representatives 400 who wish to make a reservation, the mobile phone 9 transmits this information to the server 1 accordingly (step S2-63). Subsequent processing is the same processing as steps S2-90 to S2-103 shown in FIG. 24, and thus description thereof is omitted here.
[0160]
Further, when the information received in step S2-50 is a reservation with priority given to the person in charge of customer service ("priority in charge of customer service" in step S2-50), as shown in FIG. A name list of the customer service representative 400 is created with reference to the database 18 and transmitted to the mobile phone 9 (step S2-66). Upon receiving this, the cellular phone 9 displays the information on the display 94 as shown in FIG. 26 (a) (step S2-67). In FIG. 26 (a), this information can be selectively input to the customer service representative 400 such as “1. Shizuka”, “2. Keiko”, “3. Lena”, and “9. Go to the next page”. It has become. If “9. Go to next page” is selected, the remaining part of the list that cannot be displayed on one screen can be displayed on the display 94.
[0161]
When the customer 300 operates the input means 93 to select, for example, one of the customer service representatives 400, the mobile phone 9 transmits this information to the server 1 in response to this (step S2-68). When the selection result of the customer service representative 400 is received, information indicating the selection of the reservation preferred date priority, the time priority reservation, or the charge priority reservation is transmitted to the mobile phone 9 (step S2-). 69). Upon receiving this, the cellular phone 9 displays the information on the display 94 as shown in FIG. 26B (step S2-70). In FIG. 26 (b), this information is information indicating that reservation is given priority to the desired reservation date up to three days later, such as “1. today”, “2. tomorrow”, and “3. tomorrow”. Information indicating time-priority reservations such as “view vacancy in early order” and information indicating charge-priority reservations such as “6.
[0162]
When the customer 300 operates the input means 93 and selects one of the reservation priority date reservation, the time priority reservation, or the charge priority reservation, the mobile phone 9 responds to this information. Is transmitted to the server 1 (step S2-71), and when the server 1 receives the selection result, the selection result indicates that the reservation priority date priority reservation, the time priority reservation, or the charge priority reservation is selected. Is determined (step S2-72). If the selection result indicates that the desired reservation date is given priority (“reservation desired date” in step S2-72), the server 1 selects the selected desired reservation date (here, as shown in FIG. 26B). Every predetermined time period (for example, 30 minutes) required for reservation by referring to the sales database 22 based on the date corresponding to “Kyoto”, “Tomorrow”, “Tomorrow”, and “After 3 days” Or the number of customers who are scheduled to work for each predetermined time period of the day by referring to the employee attendance and attendance database 19 based on the same date. Based on the above equation (2), the predicted vacancy rate for each predetermined time zone is calculated (step S2-73). Subsequently, the server 1 refers to the charge database 23 based on the calculated predicted vacancy rate, calculates the predicted charge (and discount rate) for each predetermined time zone (step S2-74), and calculates the predicted Information on the charge (and discount rate) is transmitted to the cellular phone 9 as a charge guide for each available time of the customer service representative 400 on the desired reservation date (step S2-75).
[0163]
Upon receiving this, the cellular phone 9 displays the information on the display 94 as shown in FIG. 26 (c) (step S2-76). As this information, in FIG. 26 (c), in addition to the name (here “Kana”) of the customer service person 400 selected by the customer 300 and the desired reservation date (here “May 25”), this customer service The vacant time zone of the person in charge 400 and the estimated charge (here, “discount rate”) in that time zone are shown in order from the earliest time. When the customer 300 operates the input means 93 to select and input an available time zone of any desired reservation date as the desired reservation time zone, the mobile phone 9 transmits this information to the server 1 in response to this (Step). S2-77). Since the subsequent processing is the same as steps S2-90 to S2-103 shown in FIG. 24, description thereof is omitted here.
[0164]
Further, when the selection result indicates that priority is given to time in step S2-72 (“time priority” in step S2-72), the server 1 refers to the sales database 22 as shown in FIG. Calculates the number of customers for each predetermined time zone (for example, every 30 minutes or one hour) until after time (for example, after 3 days), and refers to the employee attendance / attendance database 19 based on the same date and time. Then, the number of attending staffs who are scheduled to work for each predetermined time zone is calculated, and based on these, the predicted vacancy rate for each predetermined time zone is calculated according to the above equation (2) (step S2-78). Subsequently, the server 1 refers to the charge database 23 based on the calculated predicted vacancy rate, calculates the predicted charge (and discount rate) for each predetermined time zone (step S2-79), and calculates the calculated prediction. A list is created by rearranging information on charges (and discount rates) in the order of early times (step S2-80), and the created list is transmitted to the mobile phone 9 (step S2-81).
[0165]
Upon receiving this, the cellular phone 9 displays the information on the display 94 as shown in FIG. 26 (d) (step S2-82). As this list, in FIG. 26 (d), in addition to the name of the customer service representative 400 selected by the customer 300 (here, “Kana”), an estimated fee for each predetermined time period until the predetermined time ( Here, “discount rate”) is shown in order of time. When the customer 300 operates the input means 93 to select and input an available time zone of any desired reservation date as the desired reservation time zone, the mobile phone 9 transmits this information to the server 1 in response to this (Step). S2-83). Since the subsequent processing is the same as steps S2-90 to S2-103 shown in FIG. 24, description thereof is omitted here.
[0166]
Further, when the selection result indicates that the charge is prioritized in step S2-72 (“fee priority” in step S2-72), the server 1 refers to the sales database 22 as shown in FIG. Calculates the number of customers for each predetermined time zone (for example, every 30 minutes or one hour) until after time (for example, after 3 days), and refers to the employee attendance / attendance database 19 based on the same date and time. Then, the number of attending staffs who are scheduled to work for each predetermined time zone is calculated, and based on these, the predicted vacancy rate for each predetermined time zone is calculated according to the above equation (2) (step S2-84). Subsequently, the server 1 refers to the charge database 23 based on the calculated predicted vacancy rate, calculates the predicted charge (and discount rate) for each predetermined time zone (step S2-85), and calculates the predicted A list is created by rearranging information on charges (and discount rates) in the order of cheaper charges (step S2-86), and the created list is transmitted to the mobile phone 9 (step S2-87).
[0167]
When the cellular phone 9 receives the information, the cellular phone 9 displays the information on the display 94 as shown in FIG. 27A (step S2-88). As this list, in FIG. 27A, in addition to the name of the customer service representative 400 selected by the customer 300 (here, “Kana”), an estimated fee for each predetermined time period until the predetermined time ( Here, “discount rate”) is shown in ascending order. When the customer 300 operates the input means 93 to select and input an available time zone of any desired reservation date as the desired reservation time zone, the mobile phone 9 transmits this information to the server 1 in response to this (Step). S2-89). Since the subsequent processing is the same as steps S2-90 to S2-103 shown in FIG. 24, description thereof is omitted here.
[0168]
【The invention's effect】
According to the nomination service type customer attraction promotion support apparatus and program according to the invention of the present application, the vacancy of the store at a certain point in time is calculated, and when it is vacant, the price is discounted accordingly and the discount information is sent to the customer. While giving the incentive points for nomination acquisition and giving this incentive point to the customer service representative who received the nomination from the customer's terminal, or when it is crowded, the price will be increased accordingly The incentive points for attendance requests are increased, and this incentive point is given to the attendant in response to the attendance request. Since salary increases, customers are encouraged to attract customers at stores that employ a sales format in which customers appoint a customer service representative. Be carried out efficiently real-time attendance request of employees in accordance with the free state of the store, to satisfy the customer needs, moreover, etc. can be expected to reduce the sales-up of labor costs, the present invention exhibits the excellent effect.
[Brief description of the drawings]
FIG. 1 is a diagram showing an overall configuration of a computer system using a designated customer service store attracting customer promotion support device as a server according to first and second embodiments of the present invention (first embodiment); In FIG. 2, a cabaret store is illustrated, and in the second embodiment, a health store is illustrated).
FIG. 2 is a block diagram showing a detailed configuration of an in-store system that constitutes a part of the customer attraction promotion support system for designated customers according to the first and second embodiments of the present invention;
FIG. 3 shows a server as a designated customer service store attracting promotion support apparatus that constitutes the remaining part of the customer attracting promotion support system for designated customer service stores according to the first and second embodiments of the present invention; It is a block diagram which shows the detailed structure of the mobile phone as an employee terminal and a customer terminal.
FIG. 4 shows the contents of a database stored in a server as a customer attraction promotion support apparatus for designated customers according to the first and second embodiments of the present invention, wherein (a) is an employee database; b) shows customer databases respectively.
FIG. 5 shows contents of a database stored in a server as a customer attraction promotion support apparatus for designated customer service type stores according to the first and second embodiments of the present invention, wherein (a) is an employee attendance / leaving database; (B) shows the sales database.
FIG. 6 shows the contents of a database stored in a server as a customer attraction promotion support device for designated customer service stores according to the first and second embodiments of the present invention, (a) is an employee salary database; (B) is a fee database according to the first embodiment, (c) is a fee database according to the second embodiment, (d) is an incentive point database according to the first embodiment, and (e) is Incentive point databases according to the second embodiment are respectively shown.
FIG. 7 is a flowchart showing attendance / leaving processing between a server and a time recorder terminal as a customer attraction promotion support apparatus for designated customer service type stores according to the first and second embodiments of the present invention;
FIG. 8 is a flowchart showing a store / settlement process between a server and a cash register terminal as a customer-collection promotion support device for a designated customer service type store according to the first embodiment of the present invention;
FIG. 9 shows store / settlement processing between a server and a checkout terminal as a customer attraction promotion support apparatus for a designated customer service type store according to the first embodiment (and the second embodiment) of the present invention. It is a flowchart to show.
FIGS. 10A and 10B show results of printing output by a cash register terminal according to the first and second embodiments of the present invention, wherein FIG. 10A shows a receipt slip and FIG. 10B shows a receipt.
FIG. 11 is a flowchart showing customer collection promotion / attendance request processing of a server as a customer attraction promotion support apparatus for designated customer service type stores according to the first embodiment of the present invention;
FIG. 12 is a flowchart showing a customer attraction promotion / attendance request process of a server as a customer attraction promotion support apparatus for designated customers according to the first embodiment of the present invention.
FIG. 13 is a flowchart showing charge inquiry processing between a server as a customer-collection promotion support device for designated customer service type stores and a mobile phone as a customer terminal according to the first embodiment of the present invention;
FIG. 14 is a flowchart showing a charge inquiry process between a server as a customer-collection promotion support device for designated customer service type stores and a mobile phone as a customer terminal according to the first embodiment of the present invention;
FIGS. 15A to 15D are views of a mobile phone serving as a customer terminal by communication with a server serving as a customer attraction promotion support device for designated customer service according to the first embodiment of the present invention. This is screen information displayed on the display.
FIG. 16 is a flowchart showing attendance and attendance schedule registration processing between a server as a nominated customer service store attracting promotion support apparatus and a mobile phone or time recorder terminal as an employee terminal according to a second embodiment of the present invention; It is.
FIG. 17 is a flowchart showing a store / settlement process between a server and a cash register terminal as a customer attraction promotion support apparatus for designated customer service type stores according to a second embodiment of the present invention;
FIG. 18 is a flowchart showing a customer attraction promotion / attendance request process of a server as a customer attraction promotion support device for a designated customer service type store according to a second embodiment of the present invention;
FIG. 19 is a flowchart showing a customer attraction promotion / attendance request process of a server as a customer attraction promotion support device for a designated customer service type store according to a second embodiment of the present invention;
FIG. 20 shows a reservation acceptance / fee inquiry process between a server as a customer-acquisition promotion support device for designated customer service stores and a mobile phone or a cash register terminal as a customer terminal according to the second embodiment of the present invention; It is a flowchart.
FIG. 21 shows a reservation reception / fee inquiry process between a server as a customer-acquisition promotion support device for designated customer service type stores and a mobile phone or a cash register terminal as a customer terminal according to the second embodiment of the present invention; It is a flowchart.
FIG. 22 shows a reservation reception / fee inquiry process between a server as a customer-acquisition promotion support device for a designated customer service type store and a mobile phone or a cash register terminal as a customer terminal according to a second embodiment of the present invention; It is a flowchart.
FIG. 23 shows a reservation acceptance / fee inquiry process between a server as a customer-acquisition promotion support device for a designated customer service type store and a mobile phone or a cash register terminal as a customer terminal according to a second embodiment of the present invention; It is a flowchart.
FIG. 24 shows a reservation acceptance / fee inquiry process between a server as a customer-acquisition promotion support device for designated customer service stores and a mobile phone or a cash register terminal as a customer terminal according to a second embodiment of the present invention; It is a flowchart.
FIGS. 25A to 25D are views of a mobile phone serving as a customer terminal by communication with a server serving as a customer attraction promotion support apparatus for designated customer service according to the second embodiment of the present invention. This is screen information displayed on the display.
FIGS. 26A to 26D are views of a mobile phone as a customer terminal by communication with a server as a customer attraction promotion support device for designated customer service type stores according to a second embodiment of the present invention. This is screen information displayed on the display.
FIGS. 27A to 27D are views of a mobile phone as a customer terminal by communication with a server as a customer attraction promotion support device for designated customer service type stores according to a second embodiment of the present invention; This is screen information displayed on the display.
[Explanation of symbols]
1 Server (Customer Promotion Support Device for Designated Customer Service Type Stores)
2 Network (Internet, telephone line, etc.)
3 routers
4 Time recorder terminal (external terminal)
5 Cash register terminal (external terminal)
6a cabaret store
6b Fashion health store
7 seats
8 private rooms
9 Mobile phones (customer terminals, employee terminals, external terminals)
10a Built-in timer
11 memory
12 Keyboard and mouse
13 Display
14 Printer
15 disk drive
16 External network I / F
17 Hard disk
18 Employee database
19 Employee Attendance Database
20 Employee Salary Database
21 Customer database
22 Sales database
23 Fee database
24 incentive point database
25 recording disc
41 memory
42 Keyboard
43 display
44 LAN I / F
51 memory
52 keyboard
53 display
54 Cash drawer
55 LAN I / F
56 printers
59a acceptance form
59b Receipt
91 Communication means
92 memory
93 Input means
94 display
100 store owner
170 OS / Basic application
171 Vacancy rate calculation processing program / Predicted vacancy rate calculation processing program
172 Charge calculation processing program
173 Incentive point calculation processing program
174 Customer processing program
175 Interacting customer / calling person handling program
176 Website data
200 Manager / Manager
300 customers
400 Customer service representative (employee)
500 Caller (employee)

Claims (16)

A customer attraction promotion support device in a store adopting a business form in which a customer designates a customer service representative,
A vacancy rate calculation means for calculating a vacancy rate based on the number of predetermined customers who can handle customer service with respect to the number of service representatives who should attend work at a certain time, and the number of customers at that time;
A charge calculation means for calculating a charge that is lower as the empty condition rate calculated by the empty condition ratio calculating means is lower, while higher as the empty condition ratio is lower;
A first customer attraction promotion for transmitting information related to the fee calculated by the fee calculating means to a customer terminal when the empty rate calculated by the empty rate calculating means is equal to or higher than a predetermined first empty rate Means,
Incentive point calculating means for calculating an incentive point that becomes higher as the empty degree rate calculated by the empty degree rate calculating means becomes higher, while lowering the empty degree rate,
Nomination receiving means for receiving a customer service nomination for a customer service representative from an external terminal, or a predetermined second empty condition rate in which the empty condition ratio calculated by the empty condition ratio calculating means is lower than the first empty condition ratio A work request means for transmitting information to request an attendance to an employee terminal and receiving information to respond to the attendance request from the employee terminal when
In response to the customer service representative in charge of the customer service nomination received by the nomination receiving means, or in response to an employee who has transmitted information to respond to the attendance request received by the attendance request means, Incentive point storage means for accumulating and storing incentive points calculated by the incentive point calculation means;
The salary of the customer service representative or employee is calculated such that the higher the cumulative incentive point of each customer service representative or each employee stored in the incentive point storage means becomes higher, the lower the cumulative incentive point becomes. And a salary calculation means for performing a customer attraction promotion support apparatus for a designated customer service type store. Second customer attraction promotion means for transmitting information to the employee terminal to request customer attraction when the vacancy rate calculated by the vacancy rate calculation means is equal to or greater than a predetermined third vacancy rate; 2. The customer attraction promotion support apparatus for designated customers according to claim 1, further comprising: A work schedule storage means for storing the attendance schedule of the customer service representative,
Reservation status storage means for storing the reservation status of the customer service representative;
When receiving the customer nomination by the nomination receiving means, based on the attendance schedule of the customer service representative stored in the attendance schedule storage means and the reservation status of the customer service representative stored in the reservation status storage means, the A nomination determination unit for determining whether or not customer service is possible;
Other nomination promotion that transmits information to urge the external terminal related to the customer nomination to nominate another customer service representative when the nomination determination unit determines that the customer nomination is not possible Means,
A discounted charge for transmitting to the external terminal information related to a charge discounted with respect to the charge calculated by the charge calculating means when the nomination receiving means receives the customer nomination of the other customer service representative from the external terminal. 3. The customer attraction promotion support apparatus for designated customers according to claim 1, further comprising a transmission means. Reservation status storage means for storing the customer service nomination as a reservation status when receiving the customer service appointment for the customer service representative by the nomination receiving means;
Exclusive nomination receiving means for receiving, from the external terminal related to the customer service nomination, information indicating that the customer service representative is the exclusive customer service nomination when receiving the customer nomination for the customer service representative by the nomination receiving means;
In the case where the exclusive nomination receiving means receives information indicating that it is an exclusive nomination for a certain customer service representative, the nomination reception means receives other information for the certain customer service representative for a predetermined time after the exclusive reception nomination. A reservation prohibition means for preventing a reservation status from being stored as a reservation status in the reservation status storage means even when the customer nomination is received is further provided. Support device. A work schedule storage means for storing the attendance schedule of the customer service representative,
Reservation status storage means for storing the reservation status of the customer service representative;
First free nomination receiving means for receiving information indicating that the customer terminal wants to enter the store as soon as possible;
When the first free nomination receiving means receives information indicating that the user wants to enter the store as soon as possible, the attendance schedule of the attendant in charge stored in the attendance schedule storage means and the attendance charge in charge stored in the reservation status storage means A first list creating means for creating a list in which the names of customer service representatives are arranged in the order in which reservations are no longer available based on the reservation status of the person;
3. The customer attraction promotion support for a designated customer service type store according to claim 1, further comprising: a first list transmission unit that transmits the list created by the first list creation unit to the customer terminal. apparatus. A work schedule storage means for storing the attendance schedule of the customer service representative,
Reservation status storage means for storing the reservation status of the customer service representative;
A second free nomination receiving means for receiving information indicating that the customer terminal wants to enter the store as cheaply as possible;
When the second free nomination receiving means receives information indicating that the user wants to enter the store as cheaply as possible, the attendance schedule of the attendance representative stored in the attendance schedule storage means and the attendance charge stored in the reservation status storage means A second list creating means for creating a list in which time zones are arranged in ascending order of price based on a person's reservation status;
A second list transmitting means for transmitting the list created by the second list creating means to the customer terminal;
When the fee calculation means receives information indicating that it is desired to enter the store as cheaply as possible by the second free nomination receiving means, the attendance schedule of the customer service representative stored in the attendance schedule storage means and the reservation status storage means Based on the reservation status of the customer service representative stored in
The second list creating means is adapted to create a list in which time zones are arranged in ascending order of charges based on charges at a plurality of times until a predetermined period calculated by the charge calculating means. 3. The customer attraction promotion support apparatus for a designated customer service type store according to claim 1 or 2. The vacancy rate calculating means is the number of service representatives who are to attend work at the certain point in time, or the number of service representatives who are currently working, or service appointments scheduled to be attended at the reservation date and time when a customer service reservation is received. The number of persons in charge is used. 7. The customer attraction promotion support apparatus for designated customers according to any one of claims 1 to 6. A desired charge storage means for storing a charge desired by the customer;
A desired charge determination means for determining whether or not the charge calculated by the charge calculation means has decreased to the charge stored in the desired charge storage means;
The first customer attraction promoting means is configured to transmit information related to the charge to the customer terminal when the desired charge determining means determines that the charge has decreased to a charge desired by the customer. A customer attraction promotion support apparatus for designated customers according to any one of claims 1 to 7. A customer attraction promotion support program in a store where a customer adopts a sales form in which a customer service representative is appointed,
A vacancy rate calculation procedure for causing a computer to calculate the vacancy rate based on the number of predetermined customers who can handle customer service with respect to the number of service representatives who should attend work at a certain time and the number of customers at that time When,
A charge calculation procedure for causing the computer to calculate a charge that is lower as the empty condition rate is higher as the empty condition ratio is higher, and higher as the empty condition rate is lower;
A first method for causing a computer to transmit information relating to a fee calculated in the fee calculation procedure to a customer terminal when the empty rate calculated in the empty rate calculation procedure is equal to or greater than a predetermined first empty rate. Customer attracting procedures,
An incentive point calculation procedure for causing a computer to calculate an incentive point that becomes higher as the vacancy rate calculated in the vacancy rate calculation procedure is higher, and lower as the vacancy rate is lower,
A nomination reception procedure for causing a computer to receive a customer nomination for a customer service representative from an external terminal, or a computer having a predetermined empty rate calculated by the empty rate calculation procedure is lower than the first empty rate An attendance request procedure for causing an employee terminal to send information requesting work attendance and receiving information from the employee terminal in response to the attendance request when the second vacancy rate is less than or equal to
Corresponding to the employee who has sent the information corresponding to the attendance request received in the attendance request procedure to the computer in response to the attendant in charge of the attendance nomination received in the nomination reception procedure An incentive point storage procedure for accumulating and storing incentive points calculated in the incentive point calculation procedure in a memory;
The salary of the customer service representative or employee whose higher the cumulative incentive point of each customer service representative or each employee stored in the incentive point storage procedure on the computer becomes higher, the lower the cumulative incentive point becomes. And a salary calculation procedure for calculating a salary calculation procedure. A second customer attraction that causes the computer to send information to the employee terminal to request customer attraction when the vacancy rate calculated by the procedure for calculating the vacancy rate is equal to or greater than a predetermined third vacancy rate 10. The customer attraction promotion support program for designated customers according to claim 9, further comprising a promotion procedure. The attendance schedule storage procedure for storing the attendance schedule of the customer service representative in the memory on the computer,
Reservation status storage procedure for storing the reservation status of the customer service representative in memory on the computer;
Based on the attendance schedule of the customer service representative stored in the attendance schedule storage procedure and the reservation status of the service representative stored in the reservation status storage procedure when receiving the customer nomination in the appointment reception procedure on the computer Nomination determination procedure for determining whether or not the customer designation is possible,
When it is determined that the customer nomination is not possible in the nomination admission determination procedure, the external terminal related to the customer nomination is sent information for urging the customer nomination of another customer service representative Other nomination promotion procedures,
When a customer nomination of the other customer service representative is received from the external terminal in the nomination reception procedure, information related to a fee discounted for the fee calculated in the fee calculation procedure is transmitted to the external terminal. The program for promoting customer attraction for a nominated customer service type store according to claim 9 or 10, further comprising executing a discount fee transmission procedure. Reservation status storage procedure for storing, in the memory, the customer service nomination as a reservation status when the computer receives the customer service appointment for the customer service representative in the nomination reception procedure;
An exclusive nomination reception procedure for causing the computer to receive information indicating that the customer service representative is the exclusive customer service nomination from the external terminal related to the customer service nomination when receiving the customer service nomination for the customer service representative in the nomination reception procedure;
If the computer receives information indicating that the customer service representative is an exclusive customer service nomination in the exclusive nomination reception procedure, the certain customer service representative for a predetermined time after the exclusive service nomination in the nomination reception procedure is received. 11. A nomination service type according to claim 9 or 10, further comprising a reservation prohibition procedure for preventing a reservation status from being stored in the reservation status storage procedure even if another customer service designation for the person is received. Customer promotion support program for stores. The attendance schedule storage procedure for storing the attendance schedule of the customer service representative in the memory on the computer,
Reservation status storage procedure for storing the reservation status of the customer service representative in memory on the computer;
A first free nomination reception procedure for causing a computer to receive information indicating that a customer terminal wants to enter the store as soon as possible;
When information indicating that the user wants to enter the store as soon as possible in the first free nomination reception procedure is received in the computer, the attendance schedule of the customer service representative stored in the attendance schedule storage procedure and the reservation status storage procedure are stored. A first list creation procedure for creating a list in which the names of the customer service representatives are arranged in the order in which reservations are no longer available based on the reservation status of the customer service representatives;
11. The designated customer service store according to claim 9 or 10, further causing a computer to further execute a first list transmission procedure for causing the customer terminal to transmit a list created by the first list creation procedure. Customer promotion promotion program. The attendance schedule storage procedure for storing the attendance schedule of the customer service representative in the memory on the computer,
Reservation status storage procedure for storing the reservation status of the customer service representative in memory on the computer;
A second free nomination reception procedure for causing the computer to receive information indicating that the customer terminal wants to enter the store as cheaply as possible;
When the computer receives information indicating that it is desired to enter the store as cheaply as possible in the second free nomination reception procedure, it is stored in the attendance schedule of the customer service representative stored in the attendance schedule storage procedure and in the reservation status storage procedure. A second list creation procedure for creating a list in which time zones are arranged in ascending order based on the reservation status of the customer service representative;
Causing the computer to further execute a second list transmission procedure for causing the customer terminal to transmit the list created in the second list creation procedure;
In the fee calculation procedure, when information indicating that it is desired to enter the store as cheaply as possible in the second free nomination reception procedure is received in the computer, the attendance schedule of the customer service representative stored in the attendance schedule storage procedure and the reservation are stored. Based on the reservation status of the customer service representative stored in the situation storage procedure, let us calculate charges at multiple dates and times until after a predetermined period,
The second list creation procedure is to cause the computer to create a list in which time zones are arranged in ascending order of charges based on charges at a plurality of dates and times calculated after the charge calculation procedure. The customer attraction promotion support program for a designated customer service type store according to claim 9 or 10, characterized in that it is. The procedure for calculating the vacancy rate is based on the number of service representatives who are present at work at a certain point in time, the number of service representatives currently working, or the work attendance at the reservation date and time when the customer has received a service reservation. 15. The customer-collection promotion support program for designated customer service type stores according to any one of claims 9 to 14, wherein the number of scheduled customer service personnel is used. A desired charge storage procedure for storing a charge desired by a customer in a memory in a computer;
Causing the computer to determine whether or not the fee calculated in the fee calculation procedure has decreased to the fee stored in the desired fee storage procedure, and to further execute a desired fee determination procedure,
The first customer attraction promotion procedure is configured to cause the computer to transmit information about the fee to the customer terminal when the fee is determined to have decreased to the fee desired by the customer in the desired fee determination procedure. 16. The customer attraction promotion support program for designated customers according to any one of claims 9 to 15.

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