JP2006048311A - Calling system, terminal device, server, calling method, program, and recording medium - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a calling system that enables provision of customer-care of high customer satisfaction. <P>SOLUTION: A member of a store 3 visits the store and inserts a member's card 2 into a card processing device 11. A computer 13 collates the card with a member DB 23 registered in a database 21 through a server 17 and makes preparations for reading out a clerk who took care of the member in the past from a clerk DB 25. When the member specifies a clerk according to a guidance displayed in the card processing device 11, the computer 13 generates a calling mail to the clerk and sends it to a mobile terminal device 15-1 carried by the clerk through a server 17 of a center 5. The member can receive customer-care from the clerk of his/her choice. As the called clerk can grasp the name of the member, the past purchase history of the member, etc. beforehand, the customer-care of high customer satisfaction is made possible. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a system in which a customer who visits a store calls a sales clerk in charge.

  In general, when a customer visits a store or the like, a salesclerk who notices the customer speaks and is in charge of customer service. Alternatively, the sales clerk may be called to request explanation from the customer.

  If the customer visits the store frequently, the store clerk learns the customer's face and gradually grasps the customer's preferences and the like, and if the customer knows the purchase status and the like, the customer can be served efficiently. Conversely, a customer may appoint and call a favorite store clerk for a product explanation or purchase consultation.

  For example, Patent Document 1 discloses a calling system for a customer to call a customer service representative at a restaurant, a pub, a hotel, or the like.

  In addition, the short-range wireless communication and scheduler are linked to perform accurate personal location management. If the person you want to contact is absent, the personal call that automatically selects and processes the optimal contact method according to the partner's condition There exists patent document 2 as a system.

Japanese Patent Laid-Open No. 2004-164082 JP 2003-283666 A

  However, each time a customer visits the store, the first store clerk may be able to serve customers, even though a store clerk who has responded to the past can be served. Further, the store clerk usually does not grasp the past purchase history of the customer, and the customer may be rude. Also, it is troublesome for customers to call customers without knowing whether or not the desired store clerk is available.

  In addition, the calling system of Patent Document 1 is a system in which a customer calls a customer service representative for an order at a restaurant or the like, and the customer does not call a specific customer service. It does not provide useful information.

  Further, the calling system of Patent Document 2 manages the location and situation of an individual, and automatically selects and processes a calling method according to the situation. Therefore, as a relationship between the customer and the store clerk, the customer does not call a specific store clerk and does not provide customer information to the store clerk.

  In the present invention, the problems to be solved are customer satisfaction and the method of customer service.

  The present invention has been made in view of such problems, and an object of the present invention is to provide a calling system that enables customer service with high customer satisfaction.

  A first invention for achieving the above-described object is a calling system in which a terminal device and a server are connected via a first network, and the server is connected to a portable terminal device via a second network, A terminal device that reads a membership card and the like, acquires a member ID, a member ID acquisition unit, an extraction unit that sends the member ID to the server, inquires about the member information held by the server, and extracts clerk information; Display means for displaying the extracted clerk information, document creation means for creating a call document for a clerk designated based on the clerk information, and the portable terminal device possessed by the clerk, the server And a sending means for sending the call document through the call system.

  The terminal device is a computer installed in a store or the like, and is connected to a member card processing device having a member ID acquisition function. The member card processing apparatus may include not only a member ID acquisition function but also a writing function for updating contents recorded on the member card.

  The display means is a display device provided in the member card processing device. It is desirable that the display device not only displays clerk information and the like but also has a touch panel type input function and the like.

  The document creation means is means for creating an e-mail for calling the store clerk on the store clerk's mobile terminal device (for example, a mobile phone). The content of the mail may include information on the nominated member together with the calling wording.

  The first network is a network such as an in-house LAN that connects the terminal device and the server. A network such as the Internet may be used, but since the first network handles personal information and purchase history of customers and shop assistants, a highly secure in-house LAN is desirable.

  The second network is a network such as the Internet that connects the server and the mobile terminal device, or a public line. Mail is transmitted and received between the server and the mobile terminal device on the second network. An in-house LAN of the first network may be used for mail transmission / reception between the server and the mobile terminal device.

  In the calling system according to the first invention, the terminal device reads the membership card and the like, acquires the member ID, and sends the member ID to the server. The terminal device refers to the member information held by the server, extracts the clerk information, displays the extracted clerk information, and creates a call document for the clerk designated based on the clerk information. The terminal device sends the call document to the mobile terminal device owned by the store clerk via the server.

  The extracting means may extract store clerk information related to member information based on member information.

  The document creating means may create a document by extracting necessary contents from member information corresponding to the member ID.

  In the first invention, the terminal device sends the acquired member ID to the server and extracts and displays the clerk information related to the member, so that the member can nominate the desired clerk. Further, the terminal device can create a calling document for the appointed store clerk and transmit it to the mobile terminal device possessed by the store clerk.

  According to a second aspect of the present invention, there is provided a calling system in which a terminal device and a server are connected via a first network, and the server is connected to a portable terminal device via a second network. Sent from the terminal device, extracting means for extracting clerk information by referring to member information held by the server based on the member ID, sending means for sending the extracted clerk information to the terminal device, Document creating means for creating a call document for a clerk designated based on the clerk information, and sending means for sending the call document to the portable terminal device possessed by the clerk. It is a calling system.

  A third invention is a terminal device connected to a server via a first network, reads a membership card and the like, acquires a member ID, and sends the member ID to the server, Extracting means for extracting clerk information by referring to member information held by the server, display means for displaying the extracted clerk information, and creating a calling document for the clerk designated based on the clerk information A terminal device comprising: a document creating means; and a sending means for sending the call document through a second network to the portable terminal device possessed by the store clerk.

The terminal device preferably includes means for updating member information and / or clerk information.
The terminal device preferably includes means for updating the clerk information held by the server based on the clerk information sent from the clerk's portable terminal device.

  4th invention is the server connected with the terminal device in the 1st network, Comprising: Based on the member ID sent from the said terminal device, the inquiry which searches the member information which the said server hold | maintains, and extracts clerk information Means, sending means for sending the extracted clerk information to the terminal device, and document creating means for creating a calling document for the clerk designated based on the clerk information sent from the terminal device; A server comprising: a portable terminal device possessed by the store clerk; and sending means for sending the call document through a second network.

The server preferably includes means for updating member information and / or clerk information.
The server preferably includes means for updating the clerk information held by the server based on the clerk information sent from the clerk's mobile terminal device.

  According to a fifth aspect of the present invention, there is provided a calling system in which a terminal device and a server are connected via a first network, and the server is connected to a portable terminal device via a second network. The terminal device reads a membership card, A member ID acquisition step for acquiring a member ID, an extraction step of sending the member ID to the server, referring to member information held by the server and extracting clerk information, and a display for displaying the extracted clerk information A document creating step for creating a call document for a store clerk designated based on the store clerk information, and a sending step for sending the call document to the portable terminal device possessed by the store clerk via the server. And a calling method characterized by comprising:

  According to a sixth aspect of the present invention, there is provided a calling system in which a terminal device and a server are connected via a first network, and the server is connected to a portable terminal device via a second network. The server is a member sent from the terminal device. Based on the ID, an extraction step for referring to member information held by the server to extract clerk information, a sending step for sending the extracted clerk information to the terminal device, and the clerk sent from the terminal device A document creating step for creating a call document for a store clerk designated based on the information; and a sending step for sending the call document to the portable terminal device possessed by the store clerk. It is a calling method.

  A seventh invention is a program for realizing any one of the terminal devices according to claims 5 to 7.

  A program according to a seventh aspect of the invention is for realizing any one of the terminal devices according to claims 5 to 7, and the program can be distributed via a network.

  An eighth invention is a recording medium on which a program for realizing any one of the terminal devices according to claims 5 to 7 is recorded.

  A recording medium according to an eighth aspect of the invention records a program for realizing any one of the terminal devices according to claims 5 to 7, and the recording medium can be distributed, and the program can be distributed over a network. It can also be distributed via

  A ninth invention is a program for realizing any one of the servers according to claims 8 to 10.

  A program according to a ninth aspect is for realizing any one of the servers according to claims 8 to 10, and the program can be distributed via a network.

  A tenth aspect of the invention is a recording medium on which a program for realizing any one of the servers according to claims 8 to 10 is recorded.

  A recording medium according to a tenth aspect of the invention records a program for realizing the server according to any one of claims 8 to 10, and the recording medium can be distributed, and the program can be distributed over a network. It can also be distributed.

  According to the present invention, it is possible to provide a calling system that enables customer service with high customer satisfaction.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. FIG. 1 is a diagram showing a configuration of a call system 1 according to the present embodiment.

(1. Configuration)
(1-1. Configuration of Calling System 1)
The call system 1 is called by a computer 13 mainly installed in a store 3 or the like, a server 17 of the center 5 connected to the computer 13 by an in-house LAN 7 or the like, and a network 9 including a public line or the like from the server 17 Mobile terminal devices 15-1, 15-2,.

  The store 3 is provided with a card processing device 11 that can read the membership card 2 and the like of the store 3 held by the customer and receive a service. Although details of the configuration of the card processing device 11 will be described later, the card processing device 11 has a function of reading the member card 2 and reading the member ID of the customer. Further, the card processing device 11 may have a writing function for writing and updating the number of acquired points and the like on the member card 2. The card processing device 11 is connected to the computer 13 of the store 3 and transmits / receives data to / from the computer 13.

  As for the clerk working in the store 3, each person carries the portable terminal devices 15-1, 15-2,. The mobile terminal device is a mobile phone or PDA (personal digital assistant) having a display function that can be called from the server 17 via the network 9 such as a public line or an IP telephone line.

  The computer 13 of the store 3 is connected to the server 17 of the center 5 through an in-house LAN 7 or the like. Although not shown in FIG. 1, the server 17 of the center 5 is connected to computers of a plurality of related stores, and manages the database 21 of the entire related stores. Further, the server 17 is connected to a mail transmission / reception server 19 and exchanges data with the mobile terminal devices 15-1 and 15-2 carried by the store clerk working at the store 3.

  Although details of the database 21 of the center 5 will be described later, a member DB 23 related to the store 3 and a store clerk DB 25 managed by the center 5 are registered in the database 21. In addition, from the computer 13 of the store 3, processing such as inquiry, update, and deletion of the registered contents of the database 21 can be performed.

  In FIG. 1, the computer 13 of the store 3 and the server 17 of the center 5 are connected via the in-house LAN 7, but they may be connected via a network such as the Internet. Note that the use of the in-house LAN 7 is preferable in terms of security because it can prevent personal information from leaking outside. In addition, the center 5 and the mobile terminal device 15-1 may be connected by an in-house LAN 7 or the like, but generally, communication with the mobile terminal device 15-1 is possible anywhere outside the store 3. Then, it is preferable to use a public line or the like.

(1-2. Configuration of Computer 13)
FIG. 2 is a diagram illustrating a configuration of the computer 13 installed in the store 3. The computer 13 includes a control unit 27-1 such as a central processing unit, a media input / output unit 29-1 for reading and writing media such as a flexible disk and a CD-ROM, a modem and a LAN board connected to the in-house LAN 7, etc. Communication unit 31-1, an input unit 33-1 such as a keyboard and a mouse, a printing unit 35-1 such as a printer, a display unit 37-1 such as a CRT or a liquid crystal display, and a storage unit 39 such as an HDD. -1, and each is connected by a system bus 41-1.

  Data may be exchanged with the card processing device 11 shown in FIG. 1 via the communication unit 31-1 of the computer 13, or the system bus 41-1 of the computer 13 is connected to the card processing device 11. May be.

  The computer 13 can be operated by a person in charge of the store 3 (store manager or personnel manager) to add / update / delete contents registered in the database 21 of the center 5, for example.

(1-3. Configuration of Server 17)
FIG. 3 shows the configuration of the server 17 installed in the center 5. Since the configuration of the server 17 is the same as that of the computer 13 shown in FIG. In FIG. 1, the server 17 and the database 21 are connected by a system bus 41-2 or the like, and the server 17 and the transmission / reception server 19 are connected by a system bus 41-2 or a communication unit 31-2. .

(1-4. Configuration of Card Processing Device 11)
FIG. 4 is a diagram illustrating a configuration of the card processing device 11 installed in the store 3. The card processing device 11 is a device in which a member who visits the store inserts the member card 2, displays a menu, etc., and operates according to a guide to obtain a store visit point or receive some service.

  The card processing device 11 includes a card reading unit 43 that reads the inserted member card 2, a card writing unit 45 that updates information registered in the member card 2, an operation method, a menu, a guide, and a search result. Etc., a display unit 47 such as a liquid crystal display device, an input unit 46 such as a touch panel that can be input from a button or a display screen, a signal processing unit 49 such as a central processing unit, a communication unit 51, and the like. The The communication unit 51 exchanges data with the computer 13.

(1-5. About Member DB23 / Clerk DB)
Next, the member DB 23 and the clerk DB 25 registered in the database 21 of the center 5 will be described. The contents of the member DB 23 are shown in FIG. 5, and the contents of the clerk DB 25 are shown in FIG. The detailed contents of the member DB 23 are shown in FIG. 7, and the detailed contents of the clerk DB 25 are shown in FIG.

  The member DB 23 for registering member-related information will be described with reference to FIGS. The member DB 23 includes member personal information 53, sales clerk information 55, purchase history information 57, and the like.

  The member personal information 53 is personal information of a registered member of the store 3 or a related store. As shown in FIG. 7A, the member ID 53-1, the member name 53-2, the address 53-3, Data such as a telephone number 53-4, a mail address 53-5, etc. are registered. A member's face photo or the like may be registered.

  The in-charge clerk information 55 is information relating to the clerk who was in charge of customer service for each member, and as shown in FIG. [The last attendant clerk ID, customer service date, etc.] 55-2 of the store clerk who last served the member, and [The past attendant clerk ID, customer service date, etc.] 55 of the clerk who has visited the member in the past 55 -3 etc. are registered.

  The purchase history information 57 is a record of purchase items and the like for each member. FIG. 7C shows purchase history information 57. As the purchase history information 57, for example, the purchase item 1, the purchase price, the purchase date and time, the attendant clerk ID (information on the clerk who served at the time of purchasing the item), etc. are registered in the item 57-1. The purchase information for item 2 is registered in item 57-2 in the same manner.

  Next, the clerk DB 25 for registering information related to clerk will be described with reference to FIGS. The store clerk DB 25 includes store clerk personal information 59, customer service history information 61, customer service status / work information 63, and the like.

  The clerk personal information 59 is the personal information of the clerk of the store 3 or another related store. As shown in FIG. 8A, the clerk ID 59-1, the clerk name 59-2, the store 59-3, the mail address 59-4, data such as image information 59-5... As other items, a store clerk's specialized field, acquisition qualification information, and the like may be registered.

  The customer service history information 61 is registered for each store clerk with information on members who have been in charge of customer service in the past. For example, as shown in FIG. 8B, the item 61-1 includes a member ID, a name 1, Customer service date and time, purchase information, etc. are registered. The customer service information related to the member of name 2 is registered in item 61-2. You may make it register the comment etc. of the customer service as a comment for future reference.

  The customer service status / working information 63 is information representing the current status of the store clerk for each store clerk. For example, items 63-1, 63-2,... In FIG. Item 63-1 is the current situation of the store clerk, and the situation such as customer service availability, during customer service, and vacation is registered. In other words, the store clerk needs to register his / her situation, for example, “customer is acceptable” when the customer service is completed, and “busy” when the customer service is started. In item 63-2, the store clerk registers a vacation schedule for the current month. As other items, past work status and the like may be registered.

(2. Processing procedure)
Next, a processing procedure of the calling system 1 according to the present embodiment will be described with reference to the flowchart of FIG. 9 to 11 show screens displayed on the display unit 47 of the card processing device 11, and FIG. 12 shows a mobile terminal device 15-1 held by a store clerk of the store 3. The screen displayed in the above is shown.

  The customer visits the store 3 where the member is registered and becomes a member. The card processing device 11 installed in the store 3 is a device for reading the member card 2 and writing to the member card 2, and an initial screen 64-1 shown in FIG. .

  First, the member inserts the membership card 2 into the card processing apparatus 11 according to the initial screen 64-1 of the card processing apparatus 11 (operation 101). Note that the member card 2 has a storage unit including a magnetic recording unit and an IC chip, and stores a member ID, the number of acquired points, and the like.

  Subsequently, the card reading unit 43 of the card processing device 11 reads the information registered in the member card 2 and sends it to the signal processing unit 49 (step 1001). Next, the signal processing unit 49 sends the contents registered in the card to the computer 13 via the communication unit 51 (step 1002).

  The control unit 27-1 of the computer 13 connects to the database 21 via the server 17 of the center 5 (step 1003). The server 17 makes an inquiry to the member DB 23 and the store clerk DB 25 of the database 21 (step 1004). That is, the server 17 and the computer 13 of the store 3 make preparations for extracting information related to the member who has inserted the member card 2.

  On the other hand, the signal processing unit 49 of the card processing device 11 displays the menu screen 64-2 on the display unit 47 (step 1005). FIG. 10 shows a menu screen 64-2.

  The menu screen 64-2 displays menus such as a visit point issuance 65, a baggage receipt issuance 67, a coupon ticket issuance 69, and a clerk call 71. The member selects a desired menu and inputs it from the input unit 46. For example, if the input unit 46 is a push button switch, the switch is pressed, or if the input unit 46 is a touch panel type display unit 47, the top of the display menu is touched.

  The visit point issue 65 is a menu for adding points to the member card 2 every time a member visits the store, for example. The baggage receipt issuance 67 is a menu for issuing a sticker or tag printed with a reference number for depositing a baggage possessed by a member during shopping. The coupon voucher issuance 69 is a menu for issuing vouchers or the like as member benefits. The clerk call 71 is mainly related to the present embodiment, and the clerk desired by the member can be selected and called. The menu is not limited to FIG.

  The member selects the menu of “call clerk” 71 from the menu screen 64-2 (operation 102). When the input unit 46 of the card processing device 11 receives the menu input of “call clerk” 71 (step 1006), it sends the menu input information to the control unit 27-1 of the computer 13 via the signal processing unit 49.

  The control unit 27-1 of the computer 13 extracts the corresponding clerk call information from the member DB 23 and the clerk DB 25 prepared in step 1004 (step 1007). The clerk call information is information registered in the member DB 23 related to the member and the clerk DB 25 related to the member. The control unit 27-1 of the computer 13 displays the clerk call screen 64-3 on the display unit 47 of the card processing device 11 (step 1008).

  FIG. 11 shows a salesclerk call screen 64-3. In step 1004, from the member DB 23 and the store clerk DB 25 that are inquired based on the member card 2, member personal information 53 (shown in FIG. 5 (a)) and member store information 55 (shown in FIG. 5 (b)) related to the member. And are selected. Further, through the clerk information 55 in charge of the member in the past, the clerk personal information 59 in the clerk DB 25 (shown in FIG. 8A), customer service status / working information, etc. (shown in FIG. 8C), etc. Information is retrieved.

  That is, the salesclerk call screen 64-3 shown in FIG. 11 displays a list of salesclerks 73 in charge of past customer service of members who have inserted the membership card 2 based on the member DB 23 and the salesclerk DB25. For example, a clerk's name 75, a clerk's photo 77, the clerk's current status 79, other comments 81, etc. are displayed in a list. For example, the current state 79 of the store clerk is displayed based on the store clerk state 63-1 of the customer service status / working information 63 (FIG. 8C) in the store clerk DB25.

  On the store clerk call screen 64-3, input buttons such as store clerk search 83, call a designated store clerk 85, customer service clerk call 87, return 89, and exit 91 are arranged. For example, these input buttons are displayed on the screen and can be input using a touch panel. When the store clerk search 83 is selected, the control unit 27-1 of the computer 13 displays a next screen for searching for a store clerk, for example, in the order of AIUEO, surname.

  In addition, it is assumed that the member points out Mr. A from the clerk list 73 to reverse the display and designates Mr. A. Further, the member can select Mr. 85 to call the designated store clerk and call Mr. A. In addition, when the member nominates a clerk who is in service or is absent, the control unit 27-1 of the computer 13 calls “I am in service, please wait for a while” or “I am absent and call a clerk who is available for customer service. Comments such as “?” Are displayed on the screen. The case of calling a designated clerk 85 will be described in detail later with reference to the flowchart of FIG.

  Further, when the member selects the clerk call 87 that is available for customer service, the control unit 27-1 of the computer 13 particularly relates to the store 3 regardless of the past clerk information 55 (FIGS. 5 and 7B) of the member. Thus, a list of salesclerks who are currently “customer serviceable” may be displayed. Further, the control unit 27-1 of the computer 13 may arbitrarily select and call a store clerk who is “customer available”.

  When the member selects 89 to return, the control unit 27-1 returns the screen to the menu screen 64-2 in FIG. When the member selects end 91, the control unit 27-1 ends the process, ejects the member card 2, and returns the screen to the initial screen 64-1 in FIG.

  Now, when the member selects a clerk from the clerk list 73 of FIG. 11 and selects 85 to call a designated clerk (operation 103), via the input unit 46 of the card processing device 11 (step 1009), The data of the designated clerk is sent to the control unit 27-1.

  The control unit 27-1 of the computer 13 creates a call mail addressed to the designated store clerk (step 1010). That is, the control unit 27-1 of the computer 13 makes an inquiry to the member DB 23 and the store clerk DB 25 of the database 21 of the server 17 (step 1011), and in particular, with reference to the purchase history information 57 of the member DB 23, the past purchase of the member. Include history etc. in the content of the email. Further, if there is a photograph of the member's face or the like, it is attached to the e-mail so that the store clerk can serve the member smoothly.

  Next, the control unit 27-1 of the computer 13 sends the created call mail to the server 17 of the center 5 (step 1012), and the server 17 passes through the mail transmission / reception server 19 and the portable terminal device 15 of the corresponding clerk. The call mail is transmitted to -1 (step 1013). FIG. 12 shows a display screen 93 of the mobile terminal device. The store clerk can check that the member has been called by the member visiting the store, the past purchase history of the member, and the like by viewing the screen of the mobile terminal device 15-1. If the member's face photo or the like is displayed as described above, further improvement in the quality of customer service can be expected.

  On the other hand, when the member calls the designated store clerk, the display unit 47 of the card processing device 11 displays “XX (name of the appointed store clerk). Please wait for a moment.” To display the card processing. The device 11 discharges the membership card 2. Further, the display unit 47 of the card processing apparatus 11 returns to the initial screen 64-1 after a predetermined time (step 1014).

(3. Other)
When the store manager or the person concerned of the store 3 wants to change the information regarding the store clerk, for example, the store clerk personal information 59, the vacation schedule 63-2 (see FIG. 8C), the computer 13 of the store 3 is operated. For example, “database update screen” is selected. The control unit 27-1 of the computer 13 can rewrite the contents of the database 21 via the server 17 from the in-house LAN 7.

  In addition, the store manager and the related parties of the store 3 can update the member DB 23 by adding information related to the member, for example, purchase history information 57 (see FIG. 7C) and the like.

  Although the database 21 can be updated from the computer 13 of the store 3, the server 17 of the center 5 that supervises the related stores can also update the database 21 as a matter of course.

  Next, when the store clerk belonging to the store 3 wants to update his / her state (service available, customer service, on vacation,...), The server 17 operates by operating the portable terminal device 15-1 possessed by each store clerk. The item of the clerk status 63-1 of the customer service status / working information 63 of the clerk DB 25 registered in the database 21 (see FIG. 8C) is updated. Note that the store clerk may operate the computer 13 of the store 3 to update his / her state.

  In this embodiment, one store 3 has been described. However, the present invention can be applied to a case where the center 5 collects a plurality of related stores. For example, even when a member who mainly uses another store usually visits a store 3 that is not frequently used, the store clerk in charge for the first time uses the purchase history information 57 on the member sent by referring to the database 21 and the like. In addition, it becomes possible to grasp the member's preference and purchase tendency in advance and to perform efficient customer service.

  Further, in the present embodiment, the computer 13 installed in the store 3 has been described as mainly causing the calling system 1 to function. However, the server 17 installed in the center 5 mainly uses the calling system 1 of the present embodiment. It is good also as what makes it function.

(3. Effects, etc.)
As described above, in the present embodiment, since the member can appoint the store clerk in charge of customer service on the screen displayed based on the past customer service information, it is possible to receive a service with high customer satisfaction. .

  In the present embodiment, since the store clerk who has served in the past is displayed in the store clerk list display on the store clerk call screen, the member can easily receive the service. In addition, since the clerk's face photo, current situation, and the like are also displayed in the clerk list, the clerk can be efficiently designated for the member.

  In addition, the store clerk who receives the call displays the name of the member who received the call, the past purchase history of the member, and the like on the mobile terminal device held by the store clerk, so that he / she can efficiently and accurately serve customers. It is possible.

  The technical scope of the present invention is not limited to the embodiment described above. It will be apparent to those skilled in the art that various changes or modifications can be conceived within the scope of the technical idea disclosed in the present application, and these are naturally within the technical scope of the present invention. Understood.

The figure which shows the structure of the calling system 1 in this Embodiment. The figure which shows the structure of the computer 13 The figure which shows the structure of the server 17 The figure which shows the structure of the card processing apparatus 11 The figure which shows member DB23 Diagram showing the clerk DB Member personal information 53, sales clerk information 55, purchase history information 57 Store clerk personal information 59, customer service history information 61, customer service status / working information 63, etc. The figure which shows the initial screen 64-1 The figure which shows the menu screen 64-2 The figure which shows the salesclerk call screen 64-3 The figure which shows the display screen 93 of a portable terminal device The figure which shows the flowchart of the salesclerk calling

Explanation of symbols

1… Calling system 2 ……… Member card 3 ……… Store 5 ……… Center 7 ……… Internal LAN
9 ......... Network 11 ......... Card processing device 13 ......... Computer 15-1, 15-2 ......... Mobile terminal device 17 ......... Server 19 ......... Transmission / reception server 21 ......... Database 23 ......... Member DB
25 ……… Clerk DB
27-1, 27-2 ... Control units 29-1, 29-2 ... Media input / output units 31-1, 31-2, 51 ... Communication units 33-1, 33-2, 46 ... ...... Input section 35-1, 35-2 ......... Print section 37-1, 37-2 ......... Display section 39-1, 39-2 ......... Storage section 41-1, 41-2 ......... System bus 43 ......... Card reading part 45 ......... Card writing part 47 ......... Display part 49 ......... Signal processing part 53 ......... Member personal information 55 ......... Sales clerk information 57 ......... Purchase history information 59 ......... Salesclerk personal information 61 ......... Customer service history information 63 ......... Customer service status / working information, etc. 53-1, 53-2 .... Items of member personal information 55-1, 55-2 .. .... Item of sales clerk information 57-1, 57-2 ..... Item of purchase history information 59-1, 59-2 ······· Items 61-1, 61-2 ············································································ …… Initial screen 64-2 ……… Menu screen 64-3 ……… Clerk call screen 65 ……… Visiting point issuance 67 ……… Baggage baggage issuance 69 ……… Coupon voucher issuance 71 ……… Clerk call 73 ... …… Clerk list 75 ……… Name 77 ……… Photo 79 ……… State 81 ……… Comment 83, 85, 87, 89, 91 ……… Select button 93 ……… Display screen of the mobile terminal device

Claims (18)

A terminal device and a server are connected by a first network, and the server is a calling system connected by a mobile terminal device and a second network,
The terminal device
Member ID acquisition means for reading a membership card and acquiring a member ID;
Extraction means for sending the member ID to the server and inquiring to member information held by the server to extract clerk information;
Display means for displaying the extracted clerk information;
Document creation means for creating a calling document for a clerk designated based on the clerk information;
Sending means for sending the call document to the portable terminal device possessed by the store clerk via the server;
A call system comprising: A terminal device and a server are connected by a first network, and the server is a calling system connected by a mobile terminal device and a second network,
The server
Based on the member ID sent from the terminal device, an extraction means for referring to the member information held by the server and extracting clerk information;
Sending means for sending the extracted clerk information to the terminal device;
Document creation means for creating a calling document for a clerk designated based on the clerk information sent from the terminal device;
Sending means for sending the call document to the portable terminal device possessed by the store clerk;
A call system comprising:   3. The calling system according to claim 1, wherein the extraction unit extracts the clerk information related to the member information based on the member information.   3. The calling system according to claim 1, wherein the document creating means creates a document by extracting necessary contents from the member information corresponding to the member ID. A terminal device connected to the server via a first network,
Member ID acquisition means for reading a membership card and acquiring a member ID;
Extraction means for sending the member ID to the server and inquiring to member information held by the server to extract clerk information;
Display means for displaying the extracted clerk information;
Document creation means for creating a calling document for a clerk designated based on the clerk information;
Sending means for sending the call document in the second network via the server to the portable terminal device possessed by the store clerk;
A terminal device comprising:   6. The terminal device according to claim 5, further comprising means for updating the member information and / or the clerk information.   6. The terminal device according to claim 5, further comprising means for updating the clerk information held by the server based on the clerk information sent from the mobile terminal device of the clerk. A server connected to the terminal device via the first network,
Based on the member ID sent from the terminal device, an extraction means for referring to the member information held by the server and extracting clerk information;
Sending means for sending the extracted clerk information to the terminal device;
Document creation means for creating a calling document for a clerk designated based on the clerk information sent from the terminal device;
Sending means for sending the call document over a second network to the mobile terminal device possessed by the store clerk;
A server comprising:   9. The server according to claim 8, further comprising means for updating the member information and / or the clerk information.   9. The server according to claim 8, further comprising means for updating the clerk information held by the server based on the clerk information sent from the mobile terminal device of the clerk. In a calling system in which a terminal device and a server are connected via a first network, and the server is connected to a mobile terminal device via a second network,
The terminal device
A member ID acquisition step of reading a membership card and acquiring a member ID;
An extraction step of sending the member ID to the server and referring to member information held by the server to extract clerk information;
A display step for displaying the extracted clerk information;
A document creation step for creating a calling document for a clerk designated based on the clerk information;
A sending step of sending the call document to the portable terminal device possessed by the store clerk via the server;
A calling method comprising: In a calling system in which a terminal device and a server are connected via a first network, and the server is connected to a mobile terminal device via a second network,
The server
Based on the member ID sent from the terminal device, an extraction step of referring to member information held by the server and extracting clerk information;
A sending step of sending the extracted clerk information to the terminal device;
A document creation step for creating a calling document for a clerk designated based on the clerk information sent from the terminal device;
A sending step of sending the call document to the portable terminal device possessed by the store clerk;
A calling method comprising:   13. The calling method according to claim 11, wherein the extraction unit extracts the clerk information related to the member information based on the member information.   The calling method according to claim 11 or 12, wherein the document creation means creates a document by extracting necessary contents from the member information corresponding to the member ID. The program for implement | achieving the terminal device in any one of Claims 5-7. A recording medium on which a program for realizing the terminal device according to claim 5 is recorded. The program for implement | achieving the server in any one of Claims 8-10. The recording medium which recorded the program for implement | achieving the server in any one of Claims 8-10.

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