JP2006201902A - Customer service support system, customer service support method, and customer service support program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a customer service support system and customer service support method capable of supporting customer service of a sales person more effectively than ever. <P>SOLUTION: An identifying device acquires vehicle identifier data for specifying a vehicle identifier previously assigned to each vehicle. Based on the vehicle identifier, history information data for specifying execution dates of the services performed in the past is acquired. Simultaneously, service information data for specifying an execution interval every service is acquired. An operation processing circuit calculates an expected execution date every service based on the history information data and service information data. The ranking of the services is performed in accordance with an arbitrary reference based on the calculated expected dates. Predetermined services can be presented to the sales person according to the ranking. Therefore, the sales person can exactly propose a service to a consumer. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a customer service support system that can be suitably used, for example, in a vehicle dealer.

For example, as disclosed in Patent Document 1, a customer service support system is widely known. In this customer service support system, customer information stored in a database in advance is presented to the salesperson. The customer information includes, for example, customer purchase results and preferences. It is considered that the salesperson can take various sales promotion measures for the customer based on such customer information.
JP 2002-56066 A JP 2002-230264 A

  However, in practice, even if the customer's purchase performance and preferences are simply presented to the salesperson, the salesperson cannot easily come up with a sales promotion measure based on the presented information. In addition, the salesperson cannot connect the past purchase record or preference with the current product within a limited time.

  The present invention has been made in view of the above circumstances, and an object thereof is to provide a customer service support system and a customer service support method that can more effectively support customer service operations than ever before.

  In order to achieve the above object, according to the present invention, an identification device that acquires vehicle identifier data that specifies a vehicle identifier assigned to each individual vehicle in advance, and implementation of a service that has been performed in the past for each vehicle identifier. Vehicle information storage circuit for storing history information data for specifying the day, service information storage circuit for storing service information data for specifying the implementation interval for each service, and vehicle information based on the vehicle identifier specified by the vehicle identifier data An operation processing circuit that acquires corresponding history information data from the storage circuit and reads out the service information data from the service information storage circuit for each service specified by the history information data. The operation processing circuit includes the history information data and the service information. Calculate the scheduled date for each service based on the data, and calculate the estimated date Customer service support system and generating an order data for specifying the ranking service according to any criteria Hazuki is provided.

  According to such a customer service support system, a predetermined service can be presented to the salesperson according to the ranking. Therefore, the salesperson can accurately propose the service to the customer. Salesperson service can be effectively supported.

  The arithmetic processing circuit may calculate at least one of the remaining number of days until the scheduled date and the number of days delayed from the scheduled date based on the current date and the scheduled date. If ranking is performed based on the remaining number of days and the number of days of delay, accurate customer service support can be surely provided to the salesperson.

  Such a customer service support system may further include a display device that individually displays the service before the scheduled date and the service after the scheduled date when the remaining number of days and the number of days of delay are calculated by the arithmetic processing circuit. In general, the service after the scheduled date is more important than the service before the scheduled date. Therefore, if the service before the scheduled date and the service after the scheduled date are individually displayed in this way, accurate customer service support can be surely provided to the salesperson.

  The customer service support system may further include a distance conversion coefficient storage circuit that stores distance conversion coefficient data for specifying a time length predicted for traveling for a unit distance for each vehicle identifier. In this case, the arithmetic processing circuit may calculate the scheduled date based on the time length and the travel distance specified by the distance conversion coefficient data when the interval is indicated by the travel distance in the service information data. In this way, ranking can be surely realized.

  In addition, the customer service support system may further include a weighting coefficient storage circuit that stores weighting coefficient data that relatively identifies the importance of the service for each service. In this case, the arithmetic processing circuit may correct the ranking based on the importance specified by the weight coefficient data. In this way, highly accurate ranking can be realized.

  According to the customer service support system as described above, it has been implemented in the past in accordance with the procedure for obtaining vehicle identifier data for specifying the vehicle identifier assigned in advance for each individual vehicle and the vehicle identifier specified by the vehicle identifier data. For each service based on the history information data and the service information data, the procedure for acquiring the history information data for specifying the service implementation date, the procedure for acquiring the service information data for specifying the service interval for each service, A customer service support method comprising: a procedure for calculating a scheduled date of implementation, and a procedure for generating ranking data for specifying ranking of services according to an arbitrary criterion based on the calculated scheduled date is realized. Can do. In realizing such a service support method, for example, in the past, a procedure for acquiring vehicle identifier data for specifying a vehicle identifier assigned in advance for each individual vehicle, and a vehicle identifier specified by the vehicle identifier data in the past Procedures for acquiring historical information data for specifying the implementation date of the service performed, procedures for acquiring service information data for specifying the implementation interval for each service, and for each individual service based on the history information data and service information data And a service processing support for causing the arithmetic processing circuit to execute a procedure for calculating a scheduled date of implementation and a procedure for generating ranking data for identifying service rankings according to an arbitrary criterion based on the calculated scheduled date A program may be provided.

  As described above, according to the present invention, there is provided a customer service support system and a customer service support method that can more effectively support customer service operations than ever before.

  Hereinafter, an embodiment of the present invention will be described with reference to the accompanying drawings.

  FIG. 1 schematically shows the configuration of a customer service support system according to an embodiment of the present invention. The customer service support system 11 includes a computer device 12 installed in a store of an automobile dealer, for example. An identification device 13 and an imaging device 14 are connected to the computer device 12. A wired cable or a wireless unit may be used for connection. The computer device 12 can communicate with the identification device 13 and the imaging device 14.

  The computer device 12 includes, for example, a central processing unit (CPU) 15 and a memory 16. The CPU 15 executes a processing operation based on a predetermined software program. In executing such processing operations, a software program and data are temporarily stored in the memory 16.

  A timer 17 and a calendar 18 are connected to the CPU 15. Such timer 17 and calendar 18 may be realized on an operating system (OS), for example. In this way, the CPU 15 acquires date / time data. The date and time data describes the processing time point, that is, the current date and time.

  A large capacity storage device 19 such as a hard disk drive (HDD) is connected to the CPU 15. The mass storage device 19 stores a customer service support program 21. The CPU 15 executes the customer service support program 21. During the execution, the customer service support program 21 is temporarily taken into the memory 16.

  In addition, the large-capacity storage device 19 stores a vehicle information data database 22, a customer information data database 23, a service information data database 24, and a weight coefficient data database 25. The CPU 15 refers to these databases 22 to 25 when executing the customer service support program 21. Details of the databases 22 to 25 will be described later. The large-capacity storage device 19 functions as a vehicle information storage circuit, a service information storage circuit, a distance conversion coefficient storage circuit, and a weighting coefficient storage circuit according to the present invention.

  A display device 26 is connected to the computer device 12. The display device 26 may be a flat panel display such as a liquid crystal display. Various texts and graphics are displayed on the screen of the display device 26 in accordance with instructions from the CPU 15.

  The identification device 13 includes a reading unit 28 that establishes wireless communication with, for example, the wireless IC tag 27. For example, vehicle identifier data is written in the wireless IC tag 27. In the vehicle identifier data, a vehicle identifier uniquely assigned to the vehicle 29 is described. Here, for example, a vehicle body number is used as a vehicle identifier. The reading unit 28 can obtain vehicle identifier data from the wireless IC tag 27. The wireless IC tag 27 may be attached to the vehicle 29, for example. The reading unit 28 may be disposed at the entrance of a parking lot, for example.

  The identification device 13 includes a transmission unit 31. The transmission unit 31 establishes communication with the reception unit 32 of the computer device 12. The vehicle identifier data can be transmitted from the transmission unit 31 toward the reception unit 32. In this way, the CPU 15 acquires vehicle identifier data from the identification device 13.

  The imaging device 14 includes a reading unit 33 such as a camera unit. The reading unit 33 generates store visitor identification data, for example. This customer identification data is composed of, for example, appearance image data. In the appearance image data, for example, an image 34 of a customer's upper body and face is described. The reading unit 33 may be linked to the identification device 13, for example. Based on such linkage, the visitor identification data can be associated with the vehicle identifier data.

  The imaging device 14 includes a transmission unit 35. The transmission unit 35 establishes communication with the reception unit 32 of the computer device 12. The visitor identification data can be transmitted from the transmission unit 35 to the reception unit 32. In this way, the CPU 15 acquires store visitor identification data from the imaging device 14.

  As shown in FIG. 2, vehicle information data is described for each “body number” in the vehicle information data database 22. The vehicle information data includes items such as “number plate”, “model”, “distance conversion coefficient”, “service history”, and “customer ID”. The “model” describes, for example, the model of the vehicle body approved by the Ministry of Transport. In the “distance conversion coefficient”, a time length (number of days) predicted for traveling a unit distance (for example, 1 km) is described. In calculating the “distance conversion coefficient”, for example, the result of a questionnaire conducted for the vehicle owner may be referred to, or the travel distance of the vehicle read for each visit may be used. For example, if a travel distance of 60 km is confirmed at the 30-day visit interval, 0.5 days / km is written in the “distance conversion coefficient”. In the “service history”, the implementation date of the service performed in the past is specified. In such identification, “service ID” and “implementation date” are written in “service history”. As will be described later, the type of service is specified based on the “service ID”. In the “implementation date”, the service implementation date is written for each service ID. Here, “implementation date” is expressed by a six-digit number. The first two digits indicate the last two digits of the year. The next two digits indicate “month”. The last two digits indicate “day”. However, instead of the date, for example, a travel distance may be written in the “implementation date”. As will be described later, each customer is specified based on the “customer ID”.

  As shown in FIG. 3, customer information data is described in the customer information data database 23 for each “customer ID”. The customer information data includes items such as “name”, “sex”, “age”, “hobby”, “family composition”, and “body number”. Based on the “customer ID”, customer information data can be associated with the vehicle information data described above.

  As shown in FIG. 4, service information data is described for each “model” in the service information data database 24. In the service information data, “service names” required for each “model” are listed. Each service is distinguished by, for example, “service ID”. An implementation interval or “period” is written for each service. The “cycle” may be expressed by a period such as a monthly unit or may be expressed by a travel distance. The “cycle” may be written in accordance with related laws and so-called service manuals. Therefore, for example, in the “vehicle inspection”, the first cycle and the second and subsequent cycles are individually set.

  As shown in FIG. 5, the weighting factor data database 25 describes weighting factor data for each “service ID”. In the weight coefficient data, the importance of the service is specified relatively for each service. The higher the importance, the more delays in implementation must be avoided. Here, the higher the importance of the service, the larger the weighting coefficient is set.

  Assume that Mr. Ichiro Honda visits a store on January 10, 2005, for example. When Honda's vehicle 29 passes through the entrance of the parking lot, the identification device 13 communicates with the wireless IC tag 27 of the vehicle 29. The reading unit 28 acquires vehicle identifier data from the wireless IC tag 27. At the same time, the imaging device 14 captures the driver of the vehicle 29, that is, the face of Mr. Honda. Thus, the reading unit 33 generates store visitor identification data. The vehicle identifier data and the visitor identification data are sent from the transmission units 31 and 35 to the reception unit 32 of the computer device 12. The customer identification data is associated with the vehicle identifier data.

  As shown in FIG. 6, in step S <b> 1, the CPU 15 activates a customer service support program in response to reception of vehicle identifier data, for example. For such activation, the CPU 15 may be supplied with an interrupt request signal IRQ from the receiving unit 32, for example. Subsequently, in step S2, the CPU 15 extracts the vehicle identifier “1122345” and the image 34 from the vehicle identifier data and the visitor identification data in accordance with the operation of the customer service support program. Based on the extracted vehicle identifier, the CPU 15 reads the vehicle information data and the customer information data from the vehicle information data database 22 and the customer information data database 23 in step S3. Here, a series of vehicle information data associated with the vehicle identifier “1122345” and a series of customer information data associated with the customer ID “B001” are read. In step S4, the CPU 15 calculates a priority order for each service ID based on the read vehicle information data. In calculating such priorities, the CPU 15 calculates a “scheduled date” for each service ID. The CPU 15 calculates the number of days remaining until the scheduled date, that is, the number of remaining days, and the number of days delayed from the scheduled date, that is, the number of delayed days, based on the current date and “scheduled date”. A method for calculating the priority will be described later.

  When the priority order is calculated in this way, for example, as shown in FIG. 7, the CPU 15 displays “service name” on the screen of the display device 26 according to the priority order. Here, the service before the scheduled date and the service after the scheduled date are displayed separately. At the same time, the CPU 15 displays the customer image 34 and customer information data on the screen of the display device 26. The store clerk can serve Mr. Honda based on the display on the screen. In particular, the store clerk can recommend an optimal service according to the priority order. In addition, even if the store clerk does not remember Mr. Honda's appearance, the store clerk can easily identify Mr. Honda in the store based on the image 34 on the screen.

  As shown in FIG. 8, in calculating the priority order, the CPU 15 acquires one vehicle information data corresponding to the vehicle identifier specified by the vehicle identifier data in step T1. In the acquisition, the CPU 15 refers to the vehicle information data database 22. The vehicle identifier “1122345” is searched in the vehicle information data database 22.

  In step T2, the CPU 15 acquires service information data. In the acquisition, the CPU 15 refers to the service information data database 24. 1 “model” is searched in the service information data database 24. In the search, the model “AB-AB1” is read from the vehicle information data described above. Thus, in the service information data, “service IDs” S001 to S010 associated with the model “AB-AB1” are specified.

  In subsequent step T3, the CPU 15 derives a “period” of the “period” based on the “period” designated by the travel distance. In this calculation, the CPU 15 reads the “distance conversion coefficient” from the vehicle information data. At the same time, the CPU 15 reads “travel distance” of “cycle” for each “service ID” from the service information data. For example, as shown in FIG. 9, the CPU 15 calculates “period” from “travel distance” based on “distance conversion coefficient” for each “service ID”. The product of “travel distance” and “distance conversion coefficient” may be obtained. The calculated “period” is temporarily stored in the memory 16.

  In step T4, the CPU 15 calculates a “scheduled date” of the service for each “service ID”. In the calculation, the CPU 15 reads “service history” from the vehicle information data. This “service history” corresponds to history information data. The CPU 15 reads “implementation date” for each “service ID”. For each “service ID”, the “period” of “cycle” is added to the previous (last) “implementation date”. Thus, the “scheduled date” is specified. Details of the calculation method will be described later.

  In step T5, the CPU 15 calculates “remaining days” or “delayed days” for each “service ID”. In the calculation, the CPU 15 compares the “scheduled date” with the current date and time. The current date and time may be acquired from the date and time data as described above. The CPU 15 calculates the difference between the “scheduled date” and the current date and time. For example, as shown in FIG. 10, when the “scheduled date” is later than the current date and time, the CPU 15 assigns the difference number of days to the “number of remaining days”. Conversely, if the current date and time has passed the “scheduled date”, the CPU 15 applies a difference to the “delayed days”. The distinction between “remaining days” and “delayed days” may be specified based on the sign of the difference, for example. The “remaining days” and “delayed days” calculated in this way are temporarily stored in the memory 16, for example.

  In step T6, the CPU 15 weights the “remaining days” and the “delayed days”. In this weighting, the CPU 15 refers to the weight coefficient data database 25. Weight coefficient data is read from the weight coefficient data database 25 for each “service ID”. For each “service ID”, the product of “weight coefficient” and “delay days” is calculated. As a result, the higher the importance of the service, the larger the “delayed days” is estimated. At the same time, the product of the reciprocal of the “weight coefficient” and the “number of remaining days” is calculated for each “service ID”. As a result, the higher the importance of the service, the smaller the “remaining days” is estimated.

  When the weighted “remaining days” and “delayed days”, that is, “remaining degree” and “delayed degree” are specified, the CPU 15 determines the priority for each “remaining days” and “delayed days” in step T7. . In this way, rank data specifying the ranking of services according to an arbitrary criterion is generated. As shown in FIG. 11, the higher the “delay degree”, the higher priority is given to the “service ID”. As shown in FIG. 12, for example, the lower the “remaining degree”, the higher priority is assigned to the “service ID”. Such ranking is corrected based on the importance specified by the weighting coefficient as described above.

  Here, a method of calculating the “scheduled date” will be briefly described. As shown in FIG. 13, the CPU 15 acquires “implementation date” from the “service history” for each “service ID” S001 to S010 in step V1. The “delivery date” is written in advance in the “implementation date”. The service implementation date is described after the “delivery date”.

  In step V2, the CPU 15 determines whether or not the previous “implementation date” is “delivery date”. If only one data, that is, “delivery date” is written in the “implementation date”, the CPU 15 acquires the first “period” in step V3. In step V4, the CPU 15 adds “period” to “delivery date”. Thus, the “scheduled date” is calculated.

  If a plurality of data is written on the “implementation date” in step V2, the CPU 15 acquires the “period” for the second and subsequent times in step V5. In subsequent step V4, the CPU 15 adds the “period” to the last “implementation date”. Thus, the “scheduled date” is calculated.

  In the customer service support system 11 as described above, for example, an imaging device may be used instead of the above-described identification device 13 in acquiring the vehicle identifier data. For example, such an imaging device may shoot a license plate of a vehicle. The imaging device may read the license plate from the license plate image. In this case, the number of the license plate functions as a vehicle identifier.

  In addition, the customer image 34 may be stored in advance in the large-capacity storage device 19 when acquiring the customer identification data. In this case, for example, a wireless IC tag receiving device may be used in place of the above-described imaging device 14 for identifying customers. In using such a wireless IC tag receiver, the wireless IC tag may be incorporated in a card such as a credit card, a point card, or a membership card. If the visitor possesses such cards at the time of visit, the visitor can be reliably identified by the function of the wireless IC tag receiving device.

  The computer device 12 as described above may operate as a part of a point-of-sale (POS) system, for example. In the weighting as described above, “weighting coefficient” may be individually set for “remaining days” and “delayed days”.

It is a block diagram showing roughly the composition of the customer service support system concerning one embodiment of the present invention. It is a conceptual diagram which shows roughly the structure of the database for vehicle information data. It is a conceptual diagram which shows roughly the structure of the database for customer information data. It is a conceptual diagram which shows roughly the structure of the database for service information data. It is a conceptual diagram which shows roughly the structure of the database for weight coefficient data. It is a flowchart which shows the processing operation of CPU in execution of a customer service support program. It is a conceptual diagram which shows roughly the image formed based on execution of a customer service support program. It is a flowchart which shows the calculation process of a priority order roughly. It is a conceptual diagram which shows roughly the structure of the service information data containing the "period" unified by "period." It is a conceptual diagram which shows roughly the calculation result of "remaining days" and "delayed days". It is a conceptual diagram which shows the service ranked based on "delay days." It is a conceptual diagram which shows the service group ranked based on "the number of remaining days". It is a flowchart which shows the calculation method of "scheduled date" roughly.

Explanation of symbols

  11 customer service support system, 13 identification device, 15 arithmetic processing circuit (CPU), 19 mass storage device (vehicle information storage circuit, service information storage circuit, distance conversion coefficient storage circuit and weight coefficient storage circuit), 21 customer service support program, 26 Display device.

Claims (15)

  An identification device that acquires vehicle identifier data that specifies a vehicle identifier assigned to each individual vehicle in advance, and a vehicle information storage circuit that stores history information data that specifies the implementation date of a service performed in the past for each vehicle identifier A service information storage circuit for storing service information data for specifying an implementation interval for each service, and corresponding history information data is acquired from the vehicle information storage circuit based on the vehicle identifier specified by the vehicle identifier data, and the history information And an arithmetic processing circuit that reads out service information data from the service information storage circuit for each service specified by the data, and the arithmetic processing circuit calculates a scheduled implementation date for each service based on the history information data and the service information data And rank services according to any criteria based on the calculated scheduled date. Customer service support system and generating specific to order data.   2. The customer service support system according to claim 1, wherein the arithmetic processing circuit calculates at least one of a remaining number of days until a scheduled date and a number of days delayed from the scheduled date based on a current date and a scheduled date. A customer service support system characterized by calculating.   3. The customer service support system according to claim 2, wherein when the remaining number of days and the number of days of delay are calculated by the arithmetic processing circuit, the service before the scheduled date and the service after the scheduled date are individually displayed. A customer service support system characterized by further comprising:   The customer service support system according to claim 1, further comprising a distance conversion coefficient storage circuit that stores distance conversion coefficient data for specifying a time length predicted for traveling of a unit distance for each of the vehicle identifiers, and the arithmetic processing circuit. When the interval is indicated by a travel distance in the service information data, the customer service support system calculates the scheduled date based on the time length and travel distance specified by the distance conversion coefficient data.   2. The customer service support system according to claim 1, further comprising a weighting coefficient storage circuit that stores weighting coefficient data for relatively identifying the importance of the service for each service, wherein the arithmetic processing circuit is specified by the weighting coefficient data. The customer service support system, wherein the ranking is corrected based on importance.   A procedure for acquiring vehicle identifier data for specifying a vehicle identifier assigned in advance for each individual vehicle, and history information for specifying an implementation date of a service performed in the past corresponding to the vehicle identifier specified by the vehicle identifier data A procedure for obtaining data, a procedure for obtaining service information data for specifying an implementation interval for each service, a procedure for calculating a scheduled implementation date for each service based on history information data and service information data, and a calculation And a procedure for generating rank data for specifying ranking of services according to an arbitrary criterion based on the scheduled date.   7. The customer service support method according to claim 6, further comprising a step of calculating at least one of the number of days remaining until the scheduled date and the number of days delayed from the scheduled date based on the current date and the scheduled date. A customer service support method characterized by that.   8. The customer service support method according to claim 7, further comprising a step of individually displaying a service before the scheduled date and a service after the scheduled date when the remaining days and the days of delay are calculated. Customer service support method.   In the customer service support method according to claim 6, in accordance with the vehicle identifier specified by the vehicle identifier data, a procedure for acquiring distance conversion coefficient data for specifying a time length predicted for traveling a unit distance; And a procedure for calculating the scheduled date based on the time length specified by the distance conversion coefficient data and the travel distance when the interval is indicated by the travel distance in the service information data. .   7. The customer service support method according to claim 6, wherein a procedure for obtaining weight coefficient data for relatively identifying the importance of the service for each service and the ranking is corrected based on the importance specified by the weight coefficient data. And a customer service support method.   A procedure for acquiring vehicle identifier data for specifying a vehicle identifier assigned in advance for each individual vehicle, and history information for specifying an implementation date of a service performed in the past corresponding to the vehicle identifier specified by the vehicle identifier data A procedure for obtaining data, a procedure for obtaining service information data for specifying an implementation interval for each service, a procedure for calculating a scheduled implementation date for each service based on history information data and service information data, and a calculation A service support program for causing an arithmetic processing circuit to execute a procedure for generating rank data that specifies ranking of services according to an arbitrary criterion based on a scheduled date.   12. The customer service support program according to claim 11, further comprising a step of calculating at least one of the remaining number of days until the scheduled date and the number of days delayed from the scheduled date based on the current date and the scheduled date. A customer service support program that is executed by a processing circuit.   13. The customer service support program according to claim 12, wherein a procedure for individually displaying the service before the scheduled date and the service after the scheduled date when the remaining number of days and the number of days of delay are calculated in the arithmetic processing circuit. A customer service program characterized by being executed.   The customer service support program according to claim 11, wherein a procedure for acquiring distance conversion coefficient data for specifying a time length predicted for traveling a unit distance corresponding to the vehicle identifier specified by the vehicle identifier data; When the interval is indicated by a travel distance in the service information data, the arithmetic processing circuit further executes a procedure for calculating the scheduled date based on the time length and the travel distance specified by the distance conversion coefficient data. Customer service support program.   12. The customer service support program according to claim 11, wherein a procedure for obtaining weight coefficient data for relatively identifying the importance of the service for each service, and the ranking is corrected based on the importance specified by the weight coefficient data. A customer service support program characterized by causing the arithmetic processing circuit to further execute a procedure to perform.

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