JP2005071025A - Customer management support system and its method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer information management support system and its method for executing the unitary management of not only the information of regular customers but also the information of expected guests who can be regular customers. <P>SOLUTION: A customer management center 10 is provided with a general management DB11 for managing customer information, and refers to the general management DB11 in response to a request for desired information transmitted from an arbitrary user terminal 30a, and decides whether or not the user of the user terminal 30a is a user registered as a customer. When the user is not registered in the general management DB11, expected guest information generated based on the personal information of the user is registered in the general management DB11, and an agency server 20a positioned in the neighborhood of the address of a user is selected, and the expected guest information is registered in the customer information database of the selected agency server 20a. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a customer management support system and method, and more specifically, a customer who has already been officially registered and managed as a customer and customer information, as well as prospective customers and customers who may become official customers in the future. The present invention relates to a customer management support system and method for supporting the purchase of customers by centrally managing information and efficiently supporting the operation of sales agents scattered throughout the country.

  Conventional customer management is known, for example, in which customer personal information is stored in a database and managed in accordance with the occurrence of facts (transactions, etc.) such as merchandise purchase and membership registration. Such a customer management system is used in various industries, and the same applies to the automobile sales industry. Emphasis is placed on follow-up services such as maintenance information after purchasing a car, advice on product usage, and the latest information on full model changes and minor changes.

  As an example of such a conventional customer management system, the following Patent Document 1 is known. The invention of this Patent Document 1 is a system (dealer management system) that efficiently performs operations related to vehicle sales, a sales system that supports sales of vehicles to customers, a service system that supports services to vehicles, and vehicles The system configuration is such that a parts system for managing parts used in the vehicle and an accounting system for supporting accounting related to vehicle sales are constructed so that information can be exchanged between these systems.

As a system for supporting customer purchase, Patent Document 2 filed by the present applicant is known. The invention of this patent document 2 generates data for comparison for purchasing a car that is conscious of the timing of changing cars and provides it to a customer to effectively guide a car purchasing decision. The present invention provides a system for comparing prices and purchasing a car with a residual value setting type loan characterized by having no interest rate. More specifically, each customer's information terminal provides customers with information such as various new car lists, estimates, residual value loan calculation tables, interest rate tables, transfer assessment formats, etc. Accepting and determining the nearest franchise store from the customer's address and residence, and sending that information to each franchise store side information terminal at the same time, making it possible to guide the customer's car purchase decision effectively .
JP 2003-091935 A JP 2002-150156 A

  However, the system of Patent Document 1 as described above manages customer information in order to establish a system in terms of after-following, and the entity as a customer (the fact that a product has actually been purchased) If it does not exist, it is not managed as customer information.

  In addition, even in an attractive purchasing system that attracts customers with no interest rate, as shown in Patent Document 2, it is managed as a customer for the first time as a purchaser. At this stage, it was not managed as a customer.

  Therefore, it is a point to further attract customers by combining a purchase system with customer attraction like Patent Document 2 filed by the present applicant, and the construction of such a system is important. It has been demanded.

  The present invention manages customer information at each stage, such as before buying (before selling), when buying (when selling), after buying (after selling), particularly managing customer information before buying (before selling). It is an object of the present invention to provide a customer information management support system and method for centrally managing prospective customer information that may become an official customer in the future.

  In order to solve the above problems, a customer management support system according to the present invention includes a customer information management center, a plurality of agency servers, and a plurality of user terminals connected via a communication network. The customer management center includes a comprehensive management database for managing customer information, and refers to the comprehensive management database for a request for desired information transmitted from an arbitrary user terminal. It is determined whether or not the user is a user registered as a customer. If the user is not registered in the general management database, the prospective customer information generated based on the personal information of the user is stored in the general management database. To select the agency server located in the vicinity of the user's address or work location, and the customer information data included in the selected agency server. And wherein said causing to execute a process of registering prospect information database.

  In addition, the prospective customer information registered in the general management database and the customer information database is a regular customer based on the input of information related to the buying and selling action from the agency server when the buying and selling action is performed by the user. It is registered as information.

  The prospective customer information registered in the general management database and the customer information database is deleted when re-access from the user or buying and selling by the user is not performed within a predetermined time. .

  Further, the comprehensive management database is characterized by comprehensively managing a plurality of category databases for classifying and managing customer information based on the purchase cycle of each customer.

  The customer management support system method of the present invention is a customer management support system method in which a customer information management center, a plurality of agency servers, and a plurality of user terminals are connected via a communication network. The customer management center has a comprehensive management database for managing customer information, refers to the comprehensive management database for a request for desired information transmitted from an arbitrary user terminal, and the user of the user terminal is a customer In the determination step for determining whether or not the user is registered as a user, and in the determination step, if the user is not registered in the general management database, the expected customer information generated based on the personal information of the user A prospective customer information registration step for registering in the general management database, and the personal information is located in the vicinity of the user's address or work location. A selection step of selecting an agency server to perform, and a registration process execution step of executing a process for registering the prospective customer information in a customer information database provided in the agency server selected by the selection step. It is characterized by.

  In addition, in the customer information management center, when a buying and selling action is performed within a predetermined time from a user corresponding to the expected customer information registered in the general management database, information on the buying and selling action from the agency server It has a regular customer information registration step of registering the prospective customer information in the general management database as regular customer information based on the input.

  Further, in the customer information management center, when the buying and selling action is not performed within a predetermined time from the user corresponding to the prospective customer information registered in the general management database, the prospective customer information is deleted from the general management database. And a prospective customer information deleting step.

  According to the customer management support system and method of the present invention, customer information at each stage such as before buying (before selling), when buying (selling), after buying (after selling) is stored in the customer management center. In addition to centralized management, each agent also manages prospective customer information, so it is possible to support a variety of services ranging from providing services according to the customer's purchasing cycle at each agent to total car care.

  In addition, according to the customer management support system and method of the present invention, by combining with a customer attracting purchasing system, it is possible to acquire further prospective customers and make a great stepping stone for acquiring regular customers.

  Furthermore, according to the customer management support system and method of the present invention, the prospective customer information registered via the Web can be managed even at an agent located near the user's address or work place. An active approach from the side becomes possible, and it can help to acquire more regular customers.

  Embodiments of a customer information management support system and method according to the present invention will be described below in detail with reference to the accompanying drawings. 1 to 4 show an embodiment of a customer information management support system and method according to the present invention.

  FIG. 1 is a block diagram showing a schematic configuration of a customer information management support system according to an embodiment of the present invention. In FIG. 1, a customer information management support system according to an embodiment of the present invention includes a customer information management center 10, a plurality of agency servers 20a to 20n, and a plurality of user terminals 30a to 30n. Via the network.

  The communication line network 100 may be a connection using, for example, an optical fiber, regardless of whether it is wireless or wired.

  The customer information management center 10 is a system server that plays a central role in this system, and is connected to a general management DB 11 that manages at least a plurality of category DBs 11a to 11n classified into each category via a firewall (not shown). For example, a DB for new car purchasers, a DB for new car transfer applicants, a DB for secondhand car buyers, and the like may be managed, and a category DB may be constructed in accordance with the purchase cycle of each user.

  In addition, the customer information management center 10 manages and operates a Web page for providing information to the system user, and provides information related to vehicles, creation of quotations, creation of purchase orders, access to the user terminals 30a to 30n, It has functions to provide various services such as trade-in amount simulation and loan simulation.

  The plurality of agency servers 20a to 20n are server devices installed in sales agencies (franchise stores) scattered throughout the country, and are located in the vicinity of the sales agency by communication with the customer information management center 10. Customer information DB (not shown) for acquiring and managing prospective customer information to be managed.

  The plurality of user terminals 30a to 30n are terminal devices operated by users (including customers and prospective customers) of this system, and are managed and operated by the customer information management center 10 through the communication network 100. As long as the terminal device is in an environment accessible to the mobile phone, the form thereof is not limited, and any of a fixed communication terminal and a mobile communication terminal may be used.

  FIG. 2 is a sequence chart showing database registration processing of prospective customer information in the customer management support system according to the embodiment of the present invention.

  First, when an access request is transmitted from the user terminal 30a to the customer information management center 10 (step S1), a Web page managed and operated by the customer information management center 10 is transmitted (step S2). The user selects necessary information from the transmitted Web page, and transmits an information request request to the customer information management center 10 (step S3).

  When the request for information request from the user terminal 30a is transmitted, the customer information management center 10 transmits to the user terminal 30a an information form that prompts input of personal information necessary for providing the requested information. (Step S4). At this time, it is also possible to simultaneously transmit a setting screen for specifying the information to be provided in more detail and allow the user to select it. This makes it possible to provide information that better meets the needs of the user.

  When the user terminal 30a completes the input process for the information form transmitted from the customer information management center 10, the user terminal 30a returns the input information form to the customer information management center 10 (step S5).

  When the information form is returned from the user terminal 30a, the customer information management center 10 extracts information handled as customer information, and checks whether the data is already registered in the general management DB 11 (step S6). If registered (step S7 / YES), the user desired information requested in step S3 is acquired and distributed to the user terminal 30a while referring to already registered customer information (step S8). .

  If the information extracted in step S6 is not registered in the general management DB 11 (NO in step S7), the customer information management center 10 edits the prospective customer information from the extracted information and is located near the customer address. The server 20a is specified, and the prospective customer information registration process is executed for the agency server 20a (step S9).

  The edited prospect information is also managed in the general management DB 11 in a similar manner, and is registered and managed so that any inquiries from any agency can be handled at any time.

  The agency server 20a performs the prospective customer information registration process by executing the prospective customer information registration process from the customer information management center 10 (step S10). Notification is made (step S11).

  Upon receiving the registration completion notification from the agency server 30a, the customer information management center 10 acquires the information desired by the user requested in step S3 and distributes it to the user terminal 30a (step S12). At this time, the information on the agency located near the user's address or work location is simultaneously distributed, and the current inventory status etc. is also notified for inquiries about vehicle purchase, which further increases the customer's willingness to purchase and visit the store. It becomes possible to drive.

  In the case of prospective customer information, each agent server 30a to 30n performs the timing process from the stage of registration processing for the first time, and periodically if there is no re-access or visit to the agent for a predetermined time. It is deleted and registered as formal customer information at the stage when the buying and selling action is exchanged.

  FIG. 3 is a plan view showing a first screen configuration example of prospective customer information that can be browsed and managed on the agency server side. In the first screen configuration example, information related to the trade-in vehicle is shown together with personal information. As a rough item, information about the user's contact information, the user's work place, the scheduled purchase date, the inquiry reception date, the name of the person in charge, the trade-in vehicle, etc. are displayed.

  FIG. 4 is a plan view showing a second screen configuration example of expected customer information that can be browsed and managed on the agency server side. In the second screen configuration example, information related to the purchase desired vehicle type and the correspondence history is shown. In particular, in the response history column, the person in charge should input the response status not only for responses via the Web but also for prospective customers (regardless of whether or not they are registered in the database). Good.

  As described above, the franchise system built around the customer information management center 10 manages users who have made inquiries and simulations from Web pages as prospective customer information, and uses those prospective customer information as user information. By registering and managing at the agency server located in the vicinity of each other, each agency can quickly recognize the user's purchase cycle, and DM dispatch (minor change / It is possible to support the agency in various aspects, such as information on full model changes, etc., as well as quick response during actual visits. In addition, even if the person in charge is absent at the time of customer visit, it is possible to conduct a business negotiation while referring to the prospective customer information managed by another person in charge at the agency server, so what is the current state of the user Can be instantly grasped, and appropriate and delicate service provision can be realized.

  In addition, a program for causing the system as described above to function is recorded in advance on a recording medium such as a CD-ROM, and the CD-ROM is installed in the agency server when the agency is started up. Just connecting to the communication line makes it possible to start agency work as a member of the system immediately.

  In addition, the customer information and prospective customer information updated on the agency server side are set so as to regularly communicate between the customer information management center and the agency server, and the additional data is automatically It is better to update it automatically.

  Further, by introducing on the Web a purchase system introduction and purchase simulation service as shown in Patent Document 2 filed by the present applicant, it is possible to further acquire prospective customers.

  The above-described embodiment is a preferred embodiment of the present invention, and various modifications can be made without departing from the spirit of the present invention. For example, the name of the person in charge is added to each prospective customer information and regular customer information, and these are used to manage the activities of employees to the business status of each agency at the customer information management center. It is also possible.

It is a block diagram which shows schematic structure of the customer information management assistance system which is embodiment of this invention. It is a sequence chart which shows the process example of the customer information management assistance system which is embodiment of this invention. It is a top view which shows the example of a management screen of the 1st prospect information in the agency server in embodiment of this invention. It is a top view which shows the example of a management screen of the 2nd prospective customer information in the agency server in embodiment of this invention.

Explanation of symbols

10 Customer Information Management Center 11 General Management DB
11a-11n Category DB
20a to 20n Agent server 30a to 30n User terminal 100 Communication network

Claims (7)

A customer management support system in which a customer information management center, a plurality of agency servers, and a plurality of user terminals are connected via a communication network,
The customer management center comprises a comprehensive management database for managing customer information,
In response to a request for desired information transmitted from any user terminal, refer to the comprehensive management database, determine whether the user of the user terminal is a user registered as a customer,
If the user is not registered in the general management database, register the prospect information generated based on the personal information of the user in the general management database,
Select an agency server located near the user's address or work location,
A customer management support system, characterized in that a process for registering the prospective customer information in a customer information database provided in the selected agency server is executed. The prospective customer information registered in the general management database and the customer information database is, as regular customer information, based on input of information related to the buying and selling action from the agency server when the buying and selling action is performed by the user. The customer management support system according to claim 1, wherein the customer management support system is registered. The prospective customer information registered in the general management database and the customer information database is deleted when re-access from the user or trading by the user is not performed within a predetermined time. The customer management support system according to 1 or 2. The comprehensive management database is
The customer management support system according to any one of claims 1 to 3, wherein a plurality of category databases that classify and manage customer information based on purchase cycles of each customer are comprehensively managed. A customer management support system method in which a customer information management center, a plurality of agency servers, and a plurality of user terminals are connected via a communication network,
The customer management center comprises a comprehensive management database for managing customer information,
A determination step for determining whether or not the user of the user terminal is a user registered as a customer with reference to the comprehensive management database in response to a request for desired information transmitted from an arbitrary user terminal;
In the determination step, if the user is not registered in the general management database, a prospect information registration step of registering the prospect information generated based on the personal information of the user in the general management database;
A selection step of selecting an agency server located in the vicinity of the user's address or work location from the personal information;
A registration process execution step for executing a process for registering the prospective customer information in a customer information database provided in the agency server selected in the selection step;
A method for a customer management support system, comprising: In the customer information management center,
When a buying and selling action is performed within a predetermined time from a user corresponding to the prospective customer information registered in the general management database, the prospective customer information is based on input of information related to the buying and selling action from the agency server. 6. The method of a customer management support system according to claim 5, further comprising: a regular customer information registration step for registering the customer information as regular customer information in the general management database. In the customer information management center,
A prospective customer information deletion step of deleting the prospective customer information from the general management database when a buying and selling action is not performed within a predetermined time from a user corresponding to the prospective customer information registered in the general management database; The method of the customer management support system of Claim 5 or 6 characterized by these.

Images