JP2009054020A - Lost property restitution service management system, and lost property restitution service management method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a lost property restitution service management system and a lost property restitution service management method, capable of enhancing a sales promotion effect. <P>SOLUTION: A store terminal 100 transmits a lost property management number, and an article code of an article that is an object for lost property restitution service, to a server device 200. The server device 200 registers the received lost property management number and article code in a lost property restitution service management master 214, while correlated with a customer card number. expiration date of the registered lost property restitution service can be prolonging-processed by reading customer information recorded in the customer card by a Kiosk terminal 300 and by transmitting the customer information to the server device 200. The store terminal 100 and a call center terminal 400 can refer to a data registered in the lost property restitution service management master 214, using the lost property management number and the customer card number as a search condition. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention generally relates to a lost item return service management system and a lost item return service management method.

  In recent years, in the retail industry such as the home appliance mass retailer industry, competition has intensified. For this reason, each company has taken various sales promotion measures to differentiate itself from other companies.

For example, a customer card with various services (privileges) is provided to the customer. As an example of such a service, there is a service in which, when a customer having a customer card purchases a product, points are given to the customer according to the purchase price. Each time a customer purchases a product, points are accumulated in a database or the like, and the customer can receive a discount service or the like according to the accumulated points. For example, Patent Document 1 discloses a point card system using a store-specific card terminal for reading point cards and a point server.
JP 2007-200269 A

  However, discount services based on accumulated points are being introduced by many companies, and their effectiveness in differentiating from other companies is decreasing. Therefore, it is required to provide a service having a sales promotion effect.

  Accordingly, an object of the present invention is to provide a lost item return service management system and a lost item return service management method that can further improve the sales promotion effect.

  In order to solve the above problems, according to one aspect of the present invention, a first client device and a second client device are connected to a server device via a communication network and provide a lost item return service. A product return service management system, wherein the first client device transmits a product code and predetermined information of the lost item return service, and transmits the product code to the server device. A first communication unit that receives data from the first communication unit, and a first display unit that displays the product code and the predetermined information input via the input device, and the data received from the server device. The server device transmits data to the first client device and the second client device, and the first client device And a second communication unit that receives data from the second client device, and a determination unit that determines whether the product code transmitted from the first client device exists in the system file of the server And a registration screen display unit for displaying a lost item return service registration screen on the first display unit of the first client device when the determination unit determines that the product code is present in the system file; It is determined whether or not there is an error with respect to the predetermined information input via the lost and found return service registration screen. If there is no error, the predetermined information is stored in a database, and an error is detected. If present, an error message is displayed on the display unit of the first client device, and is transmitted from the second client. A data registration unit for extending the expiration date of the lost item return service in response to an expiration date extension request for extending the expiration date of the lost item management service, and a search condition transmitted from the first client device In response to a search request, a data acquisition unit is provided for acquiring data satisfying the search condition among data including the predetermined information stored in the database, and the second client device includes a customer card A card information reading unit for reading customer information recorded on the card, a third communication unit for transmitting the expiration date extension request to the server device together with the customer information read by the card information reading unit, and the card information A second display unit for displaying the customer information read by the reading unit and a message received from the server device; A lost item return service management system is provided.

  According to another aspect of the present invention, there is provided a lost item return service management method applied to a system in which a first client device and a second client device are connected to a server device via a communication network. A step of transmitting a product code of a lost item return service from the first client device to the server device, a step of determining by the server whether the product code exists in the server, and the product If the server determines that the code exists in the server, the server causes the first client device to display a lost item return service registration screen; and if the product code does not exist in the server, the server If so, the server sends an error message to the first client device. Displaying a sage; receiving predetermined information transmitted from the first client device by the server device; performing predetermined processing on the predetermined information by the server device; and After the processing is performed, when the predetermined information is normally registered in the server, the server device displays a registration end message on the first client device, and the predetermined processing is performed. Later, when the predetermined information is not registered normally, the server device displays an error message on the first client device, along with customer card information read by the second client device, Effectively extending the expiration date of the lost property management service related to the customer card information In response to the step of transmitting a limited extension request from the second client device to the server device 200 and the expiration date extension request, the expiration date of the lost item return service has been normally completed in the server device. In this case, the server device causes the second client device to display an extension registration end message, and in response to the expiration date extension request, the expiration date of the lost property return service is normally set in the server device. If not, the server device displays an error message on the second client device, and the first client device transmits a search request including a search condition to the server device; In response to the search request, data satisfying the search condition is transferred to the database. The lost property return service management method is provided, including the step of displaying the acquired data on the first client device.

  According to the present invention, it is possible to provide a lost item return service management system and a lost item return service management method capable of further improving the sales promotion effect.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings.

  First, in order to more clearly understand the lost item return service management system according to an embodiment of the present invention, an outline of the “lost item return service” in this specification will be described.

  (1) A medium for providing lost item return service is prepared.

-This medium displays information including lost item management number, message to the finder, and predetermined contact information.

The lost item management number is a unique number that does not overlap, and can have any number of digits (for example, 10 digits). Further, the lost item management number is not limited to numbers, and may include alphabets and symbols. Further, the lost item management number may be displayed as a barcode or a two-dimensional code.

-The message to the finder is a message such as "Please contact us if you have found this product", and the content that prompts the finder to contact the displayed contact information.

The predetermined contact information is, for example, a telephone number, an e-mail address, or a FAX number of a company or store (hereinafter referred to as “company etc.”) that has sold the product.

  (2) The medium on which the lost item management number is displayed is attached to the product purchased by the customer.

Media include stickers that can be affixed to products (including paper, plastic, and metal seals) and plates that can be attached to products (including paper, plastic, and metal plates) Any medium may be used as long as the lost item management number can be displayed. For simplicity, the following description assumes that the medium is a seal.

  (3) Lost property management number, customer information (customer data), and information (data) related to the product are stored in a database or the like in association with each other.

The customer information includes, for example, a customer card number.

  (4) When a person who has found a product with the medium attached contacts a predetermined contact, the company or the like searches the database and contacts the customer who purchased the product.

Search the database or the like using the lost item management number as a search key, and obtain information (for example, contact information of the customer) about the customer who purchased the product from the database.

  (5) When a customer who has purchased a product contacts a predetermined contact or company, the customer card number is used as a search key to search a database or the like, and information about the customer (for example, whether the product has been acquired) Information indicating whether or not) is obtained from the database.

  Next, a schematic configuration of a lost item return service management system according to an embodiment of the present invention will be described with reference to FIG.

  FIG. 1 is a schematic diagram for explaining the configuration of a lost item return service management system 1000 according to an embodiment of the present invention. The lost item return service management system 1000 includes a store terminal (client device) 100, a server device 200, a kiosk terminal (client device) 300, and a call center terminal (client device) 400.

  The store terminal 100 and the kiosk terminal 300 are installed, for example, in each retail store of a company. The server device 200 is installed, for example, at a corporate headquarters. The call center terminal 400 can be installed, for example, at a corporate headquarters or at a location other than the corporate headquarters or retail store.

  The store terminal 100 is connected to the server device 200 via a communication network such as a local area network (LAN) using the Internet or a dedicated line. The store terminal 100 can transmit (register) data to the server device 200 and receive (reference) data transmitted from the server device 200. For example, the shop terminal 100 can perform a process of registering data related to the lost item return service in the database of the server device 200 and a process of referring to the data related to the lost item return service stored in the database.

  The server device 200 includes a database that stores various types of information such as information on products sold at each store, sales information, and customer information. In addition, the server device 200 can receive data transmitted from the store terminal 100 or the call center terminal 400 and transmit data to the store terminal 100 or the call center terminal 400.

  Like the store terminal 100, the kiosk terminal 300 is connected to the server device 200 via a communication network. The kiosk terminal 300 can perform transmission (registration) of data to the server device 200 and reception (reference) of data transmitted from the server device 200.

  The call center terminal 400 is connected to the server device 200 via a communication network, like the store terminal 100 and the kiosk terminal 300. The call center terminal 400 can transmit data (for example, a search request) to the server device 200 and receive (reference) data transmitted from the server device 200.

  For simplicity of explanation, only one store terminal 100 and one call center terminal 400 are shown in FIG. 1, but the lost item return service management system 1000 includes a plurality of stores and a plurality of call centers. be able to. Each store can be provided with a plurality of store terminals 100 and a plurality of kiosk terminals 300. A call center can also install a plurality of call center terminals 400.

  Next, with reference to FIG. 2 to FIG. 12, the configurations of the store terminal 100, the server device 200, the kiosk terminal 300, and the call center terminal 400 constituting the lost item return service management system 1000 shown in FIG. The function will be described in more detail.

  First, the configuration and functions of the store terminal 100 will be described with reference to FIGS.

  FIG. 2 is a block diagram schematically showing the configuration of the store terminal 100. The store terminal 100 is a terminal for inputting sales information and the like at a retail store and transmitting the input sales information and the like to the server device 200. Further, the shop terminal 100 can display data received from the server device 200 (various screens (user interface), messages, search results, etc.). The store terminal 100 can be realized as a POS (point of sale) terminal, for example. The store terminal 100 includes an input device 102, a display unit 104, a communication unit 106, and a control unit 108 that controls them.

  The input device 102 includes, for example, a mouse, a keyboard 102a (FIG. 1), a barcode reading device 102b (FIG. 1), a card reading device, and the like. Of course, the input device 102 may include only a part of these input devices. The card reading device is a device that can read information recorded on various cards such as a customer card, a credit card, a prepaid card, and an electronic money compatible card, and may be provided for each card. The “customer card” refers to a card (including paper, plastic, and metal cards) issued to a customer by a company or the like.

  Using the input device 102, the store clerk can input customer information and information related to products purchased by the customer into the store terminal 100. The customer information includes, for example, name, gender, date of birth, address, telephone number, and customer card number. Further, the data related to the product includes, for example, an order date, a slip number, a product code, a manufacturer name, a model number, a quantity, an amount, and the like. Data input via the input device 102 can be displayed on the display unit 104 of the store terminal 100.

  The display unit 104 is configured by a liquid crystal display, for example, and can display information input via the input device 102 and data received from the server device 200. Note that the display unit 104 may be a touch panel that can be operated by directly touching the screen.

  The communication unit 106 performs transmission processing of data transmitted from the store terminal 100 to the server device 200 and reception processing of data received by the store terminal 100 from the server device 200.

  Next, functions of the store terminal 100 will be described with reference to FIGS. 3 to 6. FIG. 3 is a flowchart for explaining the lost item return service registration process executed by the store terminal 100. FIG. 4 is a schematic diagram illustrating an example of a sales input screen displayed on the display unit 104 of the store terminal 100. FIG. 5 is a schematic diagram illustrating an example of a lost item return service registration screen displayed on the display unit 104 of the store terminal 100. FIG. 6 is a schematic diagram showing an example of a lost item return service brochure.

  First, a sales input screen is displayed on the display unit 104 of the store terminal 100 (step S302). For example, when a display request for a sales input screen is transmitted from the store terminal 100 to the server device 200, the sales input screen is provided from the server device 200 to the store terminal 100 in response to the display request.

  The sales input screen is a screen that is used when data related to the product purchased by the customer is input and displayed on the store terminal 100. For example, a sales input screen 140 as shown in FIG. 4 can be displayed on the display unit 104. The sales input screen 140 includes a product code input field 142, an OK button 144, a customer card number input field 146, a product list 148, and the like. When the product code of the product purchased by the customer is input to the store terminal 100 using the input device 102, data related to the product (for example, product name, product code, manufacturer, model number, quantity) is displayed in the product list 148 of the sales input screen 140. , Total amount, type of external tax or internal tax, mode of delivery, etc.) are displayed. The product code is, for example, a Japanese product classification code (JAN: Japan article number). The sales input screen 140 can include various items for recording sales details such as date, time, and sales person. In addition, the sales input screen 140 may be provided with a function of canceling data once input and a function of inputting and displaying data related to resold products.

  Next, the product code of the lost item return service is input via the sales input screen 140 displayed on the display unit 104 (step S304). The product code of the lost item return service may be displayed in advance in the product code display field 162 of the lost item return service brochure 160 as shown in FIG. 6, for example. The input product code is transmitted from the store terminal 100 to the server device 200. For example, a product code can be input by an employee such as a company (hereinafter referred to as an “operator”) using the input device 102 in the product code input field 142 of the sales input screen 140. Further, the input product code may be transmitted from the store terminal 100 to the server device 200 when the operator operates the OK button 144 on the sales input screen 140.

  After a predetermined process (described later) is performed on the input product code by the server device 200, a lost item return service registration screen is displayed on the display unit 104 of the store terminal 100 (step S306). For example, a lost item return service registration screen 150 as shown in FIG. 5 can be displayed on the display unit 104. The lost item return service registration screen 150 includes a lost item management number input field 151, a product code input field 152, an OK button 153, an order date input field 154, a slip number input field 155, and an end button 156.

  The lost item management number and the target product code are input via the lost item return service registration screen 150 displayed on the display unit 104 (step S308). The input lost item management number and target product code are transmitted from the store terminal 100 to the server device 200. The lost item management number may be displayed as a barcode in the lost item management number display field 163 of the lost item return service brochure 160, for example. In this case, the lost item management number can be input (scanned) using the barcode reader 102b, for example. The entered lost item management number is displayed in the lost item management number input field 151 of the lost item return service registration screen 150. The target product code is a product code of a product registered as a target of the lost item return service. The target product code is input through the keyboard 102a, for example. The input target product code is displayed in the product code input field 152 of the lost item return service registration screen 150. After the lost item management number and the target product code are input, when the operator operates the OK button 153 of the lost item return service registration screen 150, the lost item management number and the target product code are transmitted from the store terminal 100 to the server device 200. be able to.

  Note that the description regarding step S308 above assumes that the lost item return service is registered when the customer purchases the product. When a lost item return service is registered for a product purchased in the past by the customer, an order date and a slip number of the product are also input in step S308. The order date and the slip number can be input to the lost item return service registration screen 150 by the operator using the input device 102 (for example, the keyboard 102a). The input order date and slip number are displayed in the order date input field 154 and the slip number input field 155 of the lost item return service registration screen 150, respectively. When the operator operates the OK button 153 after inputting the lost item management number, the target product code, the order date, and the slip number, the server device receives the lost item management number, the target product code, the order date, and the slip number from the store terminal 100. 200 can be transmitted. As described above, all of these four items can be input targets for the past purchased products.

  The server device 200 performs a predetermined process (described later) on the transmitted lost item management number and target product code (and order date and slip number), and then displays the server device 200 on the display unit 104 of the store terminal 100. Is displayed (step S310), and the lost item return service registration process ends. For example, when the lost item return service is registered normally, the display on the display unit 104 of the lost item return service registration screen 150 is terminated, and a message indicating that the lost item return service is normally completed may be displayed. On the other hand, when there is an error in the transmitted item, an error message indicating the content of the error may be displayed on the lost item return service registration screen 150.

  After the lost item return service registration process is completed, the operator gives a lost item return service brochure 160 as shown in FIG. 6 to the customer, for example. The Lost and Found Return Service Brochure 160 includes a description of the lost and found returned service (service contents, service expiration date, method of extending the expiration date, etc.) 161, product code of the lost and returned service used in the lost and returned service registration process 162, a lost item management number (for example, a barcode) 163, a product sticking sticker (large) 164, a product sticking sticker (medium) 165, and a product sticking sticker (small) 166. In addition, on each of these product stickers, a lost item management number, a message to the finder, and a contact information of a company or the like (for example, the call center terminal 400) are displayed. FIG. 6 shows one product sticker (large) 164, one product sticker (middle), and two product stickers (small). And the number is not limited to these. The customer attaches an appropriate product sticking sticker corresponding to the size of the purchased product to the product. Note that the operator may attach a product sticking sticker to the product.

  The configuration and functions of the server device 200 will be described with reference to FIGS.

  FIG. 7 is a block diagram schematically showing the configuration of the server device 200. The server device 200 includes a communication unit 202, a product code determination unit 204, a registration screen display unit 206, a data registration unit 208, a data acquisition unit 210, a system management file 212, a lost item return service management master 214, a control unit 216, and the like. Prepare.

  The communication unit 202 receives data received by the server device 200 from the store terminal 100, the kiosk terminal 300, and the call center terminal 400, and transmits data transmitted from the server device 200 to the store terminal 100, the kiosk terminal 300, and the call center terminal 400. Perform transmission processing.

  The product code determination unit 204 determines whether or not the product code of the lost item return service received from the store terminal 100 exists in the system management file 212. It is assumed that the product code of the lost item return service is registered in the system management file 212 in advance. It is sufficient to store at least the product code of the lost item return service in the system management file.

  The registration screen display unit 206 displays the lost item return service registration screen 150 on the display unit 104 of the store terminal 100 when the product code determination unit 204 determines that the received product code of the lost item return service exists in the system management file 212. To display. In other words, in this case, the registration screen display unit 206 transmits the data of the lost item return service registration screen 150 to the store terminal 100. On the other hand, when the product code determination unit 204 determines that the received product code of the lost item return service does not exist in the system management file 212, the registration screen display unit 206 displays an error message on the display unit 104 of the store terminal 100. Let In other words, in this case, the registration screen display unit 206 transmits an error message to the store terminal 100.

  The data registration unit 208 registers (stores) the data received from the store terminal 100 or the kiosk terminal 300 in the lost item return service management master 214. More specifically, the data registration unit 208 receives the data (for example, the lost item management number and the target product code) input via the lost item return service registration screen 150 displayed on the display unit 104 of the store terminal 100. Register in the lost item return service management master 214. The registration of data in the lost item return service management master 214 may be executed at any time, or may be executed periodically (for example, once every 5 minutes).

  Further, the data registration unit 208 performs error determination to determine whether or not the received information (data) includes an error. The determination result is supplied to the control unit 216, for example. As an example, if the received lost item management number already exists in the lost item return service management master 214, the data registration unit 208 returns an error message to the control unit 216. The data structure of the lost item return service management master 214 will be described later.

  The data acquisition unit 210 acquires data registered in the lost item return service management master 214. For example, when a search request including a search condition (for example, a lost item management number or a customer card number) is received from the store terminal 100 or the call center terminal 400, the data acquisition unit 210 transmits data that satisfies the search condition to a lost item return service. It can be acquired from the management master 214. The acquired data can be transmitted from the communication unit 202 of the server device 200 to the store terminal 100, the kiosk terminal 300, or the call center terminal 400.

  The control unit 216 controls operations of the communication unit 202, the product code determination unit 204, the registration screen display units 206 and 208, and the data acquisition unit 210.

  FIG. 8 is a schematic diagram showing the data structure of the lost item return service management master 214. As shown in FIG. 8, the lost item return service management master 214 includes a lost item management number, a customer card number, an order date, a slip number, a line number of a target product, a quantity (SEQ), a product code (JAN), a model number, Includes columns for expiration date, own line number, return date. In FIG. 8, only data for one record is shown for simplicity, but it goes without saying that a plurality of records can be stored in the lost item return service management master 214.

  The line number of the target product is the line number of the target product of the lost item return service in the product list 148 on the sales input screen 140 shown in FIG. 4, and is stored as a 2-digit numerical value, for example. As an example, in FIG. 4, when the digital camera is a target product of the lost item return service, the row number of the target product is “01”. Note that the “line number of the target product” is not limited to “01”. For example, when there is a bulk purchase at the time of sales, the bar code is read in the order.

  The own line number is the line number of the lost item return service in the product list 148 on the sales input screen 140, and is stored as a 2-digit numerical value, for example. As an example, when the lost item registration service is registered for the digital camera, the lost item registration service (item code of the lost item registration service) is displayed in the “product name” column on the second line of the item list 148 on the sales input screen 140. ) Will be displayed. Therefore, in this case, the own line number is “02”.

  The expiration date is the date of expiration date of the lost item return service. The expiration date can be stored in a data format such as “YYYYMMDD”, for example. “YYYY” represents the year in four digits, “MM” represents the month in two digits, and “DD” represents the day in two digits. For example, August 10, 2007 is stored in the lost item return service management master 214 as “20070810”. The order date is also stored in the lost item return service management master 214 in the same data format as the expiration date.

  As can be seen from the data structure shown in FIG. 8, the lost item return service management master 214 stores a lost item management number, a customer card number, and information about a product (for example, a product code (JAN)) in association with each other. A plurality of lost item management numbers can be registered for one customer card number. When acquiring (searching) data from the lost item return service management master 214, either the lost item management number or the customer data number can be used as a search condition (search key).

  FIG. 9 is a flowchart for explaining the lost item return service registration process executed by the server device 200.

  First, the communication unit 202 of the server device 200 receives a product code of a lost item return service from the store terminal 100 (step S902).

  The product code determination unit 204 determines whether or not the received product code exists in the system management file 212 (step S904).

  If it is determined that the received product code does not exist in the system management file 212 (NO in step S904), the registration screen display unit 206 displays an error message on the display unit 104 of the store terminal 100 (step S906), and processing Returns to step S902.

  On the other hand, if it is determined that the received product code is present in the system management file 212 (YES in step S904), the registration screen display unit 206 displays the lost item return service registration screen 150 on the display unit 104 of the store terminal 100. (Step S908).

  After the lost item return service registration screen 150 is displayed on the display unit 104 of the store terminal 100, the communication unit 202 of the server device 200 stores the lost item management number and the target product code (and previously purchased products) from the store terminal 100. In this case, when the order date and the slip number are received (step S910), as described above, the data registration unit 208 performs error determination to determine whether or not there is an error in the received data (step S912). ).

  If it is determined that there is an error in the received data (YES in step S912), the data registration unit 208 returns an error message to the control unit 218, and the control unit 218 displays the display unit 104 of the store terminal 100 via the communication unit 202. Display an error message (step S914).

  On the other hand, if it is determined that there is no error in the received data (NO in step S912), the data registration unit 208 registers (stores) the received data in the lost item return service management master 214 (step S916), The process ends.

  Next, the configuration and functions of the kiosk terminal 300 will be described with reference to FIGS. 10 and 11.

  FIG. 10 is a block diagram illustrating a schematic configuration of the kiosk terminal 300. The kiosk terminal 300 includes a communication unit 302, a card information reading unit 304, a display unit 306, a control unit 308 that controls these, and the like.

  The communication unit 302 performs transmission processing of data transmitted from the kiosk terminal 300 to the server device 200 and reception processing of data received by the kiosk terminal 300 from the server device 200.

  The card information reading unit 304 is a device for reading information such as customer information displayed or recorded on the customer card. For example, when a customer holds a customer card over the card information reading unit 304 of the kiosk terminal 300, information recorded on the customer card is transmitted from the communication unit 302 of the kiosk terminal 300 to the server device 200. The information recorded on the customer card includes a customer card number. The customer card number is recorded on the customer card in an arbitrary format that can be read by the card information reading unit 304. For example, the customer card number can be displayed on the customer card as a barcode or a two-dimensional code. The customer card number may be recorded on the customer card as magnetic data.

  The display unit 306 is configured by, for example, a liquid crystal display, and information such as customer information read by the card information reading unit 304 and data received from the server device 200 (for example, various screens (user interface), messages, etc.). Can be displayed.

  FIG. 11 is a flowchart for explaining the expiration date extension process for the lost item return service, which is executed by the kiosk terminal 300.

  First, the information (for example, customer information) recorded on the customer card is read by the card information reading unit 304 of the kiosk terminal 300 (step S1102).

  The read information is transmitted from the communication unit 302 of the kiosk terminal 300 to the server device 200 (step S1104). For example, the kiosk terminal 300 can transmit to the server device 200 an expiration date extension request that collectively extends the expiration date of some or all of the lost property management services related to the read customer card number.

  When a message is received from server device 200 in response to the expiration date extension request, the received message is displayed on display unit 306 of kiosk terminal 300 (step S1106), and the process ends. More specifically, in response to the expiration date extension request from the kiosk terminal 300, the server device 200 receives the customer card number received from the kiosk terminal 300 among the data registered in the lost item return service management master 214. A process of extending the expiration date of a part or all of the lost item registration service related to the item by a predetermined period (that is, an expiration date updating process) is performed. When the expiration date extension process of the lost item registration service is normally completed, for example, the server device 200 causes the display unit 306 of the kiosk terminal 300 to display a message notifying the customer that the expiration date has been extended. On the other hand, when the expiration date extension process of the lost item registration service is not normally completed, the server device 200 displays an error message notifying the customer that the expiration date has not been extended, for example, the display unit of the kiosk terminal 300 306 is displayed.

  Note that the extension period of the expiration date can be set to any unit such as 3 months, 6 months, or 1 year. For example, in the home appliance mass retailer industry, there is often a phenomenon in which new products are introduced to the market about every three months. Therefore, if the extension period is set to 3 months, the time when a customer visits a retail store for the extension process of the lost item return service may overlap with the time when a new product is introduced to the market. It is expected that this will increase the customer's willingness to consume and, as a result, contribute to the improvement of the sales promotion effect.

  Next, the configuration and function of the call center terminal 400 will be described with reference to FIG. 2, FIG. 12, and FIG.

  The call center terminal 400 includes an input device 102, a display unit 104, a communication unit 106, and a control unit 108 that controls these, like the store terminal 100 shown in FIG.

  The input device 102 of the call center terminal 400 includes, for example, a mouse and a keyboard. Search conditions and the like are input to the call center terminal 400 using the input device 102.

  The display unit 104 of the call center terminal 400 includes, for example, a liquid crystal display, and displays information (data) input using the input device 102 and information (data) received from the server device 200.

  The communication unit 106 of the call center terminal 400 performs transmission processing of data transmitted from the call center terminal 400 to the server device 200 and reception processing of data received by the call center terminal 400 from the server device 200.

  FIG. 12 is a flowchart for explaining a lost item return service inquiry process executed by the call center terminal 400.

  First, for example, a lost item return service management master inquiry screen 410 (hereinafter simply referred to as “inquiry screen 410”) as shown in FIG. 13 is displayed on the display unit 104 of the call center terminal 400 (step S1202).

  The inquiry screen 410 is a screen for inquiring (referring to or searching for) data registered in the lost item return service management master 214, and is provided from the server device 200 to the call center terminal 400. In other words, the data on the inquiry screen 410 is transmitted from the server device 200 to the call center terminal 400. The inquiry screen 410 includes a lost item management number input field 412 for inputting a lost item management number, a customer card number input field 414 for inputting a customer card number, a search button 416 for transmitting the input search condition to the server device 200, an inquiry A close button 418 for ending the display of the screen 410 and a clear button 420 for clearing data (for example, search conditions) currently input to the inquiry screen 410 are included.

  After the inquiry screen 410 is displayed on the display unit 104 of the call center terminal 400, a search condition is input to the call center terminal 400 using the input device 102 (step S1204). For example, when receiving a notification from a person who has found a product, the operator can use the input device 102 to input a lost item management number or a customer card number into the call center terminal 400 as a search condition.

  When inquiring (referring or searching) data registered in the lost item return service management master 214, it is necessary to input either the lost item management number or the customer card number as a search condition (search key). . When one of the lost item management number and customer card number is input on the inquiry screen 410, that is, after the search condition is input, when the search button 416 is operated, the search condition is changed. It is transmitted from the call center terminal 400 to the server device 200.

  In response to the search condition transmitted from the call center terminal 400 to the server device 200, the search result is displayed on the display unit 104 of the call center terminal 400 (step S1206). In other words, the server device 200 acquires a record (data) satisfying the search condition transmitted from the call center terminal 400 among the data registered in the lost item return service management master 214, and uses the acquired data as the call center terminal. 400. As a result, for example, the customer name (kanji), customer name (kana), contact information (phone number), list of target products (including target products, order date, expiration date, etc.) on the inquiry screen 410 shown in FIG. Information that satisfies the search condition is displayed in the column.

  According to the lost item return service management system 1000 as described above, a service (privilege) useful to the customer called the lost item return service can be added to the customer card. Especially for customers who purchase portable and expensive products such as mobile phones, digital cameras, PDAs and notebook computers, there is a possibility of losing while using the product outdoors. In that case, the lost property return service management system 1000 is useful because the damage is great. Therefore, by introducing the lost item return service management system 1000 in a company or the like, it is possible to provide a sense of security to the customer, and to improve the ability to attract customers. Therefore, according to the lost item return service management system 1000 according to the embodiment of the present invention, a lost item return service management system capable of further improving the sales promotion effect can be provided.

  Further, in the lost item return service management system 1000, an expiration date is set for the lost item return service. Therefore, in order to extend the expiration date of the lost item return service, it is necessary for the customer to go to a retail store or the like and perform the expiration date extension process of the lost item return service via the kiosk terminal 300. For this reason, a customer who wants to continuously enjoy the lost item return service, that is, a customer who desires an expiration date extension process, goes to a retail store or the like every time the expiration date approaches. In other words, by introducing the lost item return service management system 1000, the customer's return visit to the retail store or the like is promoted. If customers have more opportunities to return to the store, the ability to attract customers can be expected. Therefore, according to the lost item return service management system 1000 according to the embodiment of the present invention, a lost item return service management system capable of further improving the sales promotion effect can be provided.

  Next, a lost item return service management method according to an embodiment of the present invention will be described with reference to FIG. This lost item return service management method can be applied to various systems including, for example, the lost item return service management system 1000 described with reference to FIGS. Hereinafter, for the convenience of explanation, a case where the lost item return service management method according to the present embodiment is applied to the lost item return service management system 1000 will be described as an example.

  First, the product code of the lost item return service is transmitted from the store terminal 100 to the server device 200 (step S1402).

  The server device 200 that has received the product code determines whether or not the received product code is present in the system management file 212. If the product code is present in the system management file 212, the server device 200 is lost in the display unit 104 of the store terminal 100. When the product return service registration screen 150 is displayed and the product code does not exist in the system management file 212, an error message is displayed on the display unit 104 of the store terminal 100 (step S1404).

  When the lost item return service registration screen 150 is displayed on the display unit 104 of the store terminal 100 and predetermined information is input via the lost item return service registration screen 150, the predetermined information is transferred from the store terminal 100 to the server device 200. Sent. For example, when a lost item return service is registered at the time of product purchase by a customer, the predetermined information includes a lost item management number and a target product code. Further, when registering a lost item return service for a product purchased by a customer in the past, the predetermined information includes a lost item management number, a target product code, an order date, and a slip number.

  When the server device 200 performs predetermined processing such as the error determination described above on the predetermined information received from the store terminal 100, the server device 200 registers the information in the lost item return service management master 214, and when the information is normally registered. If the registration end message is not registered normally, an error message is displayed on the display unit 104 of the store terminal 100 (step S1408).

  Once the lost item return service is registered in the lost item return service management system 1000, it is possible to perform the expiration date extension process of the lost item return service via the kiosk terminal 300 as follows.

  An expiration date extension request for extending the expiration date of a part or all of the lost property management service related to the customer card number together with the customer card number read by the card information reading unit 304 of the kiosk terminal 300 is a kiosk. The data is transmitted from the terminal 300 to the server device 200 (step S1410).

  When the expiration date extension process of the lost item return service is normally completed in the server device 200, the server device 200 displays an extension registration end message on the kiosk terminal 300 to notify the customer that the expiration date extension process has been normally completed. When the server apparatus 200 does not end normally, the server device 200 displays an error message on the display unit 306 of the kiosk terminal 300 to notify the customer that the expiration date extension process has not ended normally ( Step S1412).

  The processes in steps S1410 and S1412 are performed whenever the customer performs the expiration date extension process for the lost item return service via the kiosk terminal 300, that is, the expiration date extension request is transmitted from the kiosk terminal 300 to the server device 200. Executed each time.

  Moreover, once the lost item return service is registered in the lost item return service management system 1000, for example, the information registered in the lost item return service management master 214 or the like is referred to at the store terminal 100 as follows. Can do.

  A search request using the lost item management number or the customer card number as a search condition (search key) is transmitted from the store terminal 100 to the server device 200 (step S1414). At this time, the inquiry screen 410 shown in FIG. 13 may be displayed on the display unit 104 of the store terminal 100, and the search condition may be input via the inquiry screen 410 using the input device 102 of the store terminal 100.

  In response to the search request received from the store terminal 100, the server device 200 acquires a record (data) satisfying the search condition received from the store terminal 100 from the lost item return service management master 214 or the like, and the acquired record ( Data) is displayed on the display unit 104 of the store terminal 100 (step S1416). In other words, the server device 200 transmits the acquired record (data) to the store terminal 100.

  Note that the information registered in the lost item return service management master 214 or the like can be referred to by the call center terminal 400 as follows.

  A search request using the lost item management number or customer card number as a search condition (search key) is transmitted from the call center terminal 400 to the server device 200 (step S1418). At this time, as described above, the inquiry screen 410 shown in FIG. 13 is displayed on the display unit 104 of the call center terminal 400, and the search condition is input via the inquiry screen 410 using the input device 102 of the call center terminal 400. It may be.

  In response to the search request received from the call center terminal 400, the server apparatus 200 acquires a record (data) that satisfies the search condition received from the call center terminal 400 from the lost item return service management master 214 or the like, and acquires the acquired record ( Data) is displayed on the display unit 104 of the call center terminal 400 (step S1420). In other words, the server device 200 transmits the acquired record (data) to the call center terminal 400.

  According to the lost item return service management method as described above, a service (privilege) useful to the customer called the lost item return service can be added to the customer card. Especially for customers who purchase portable and expensive products such as mobile phones, digital cameras, PDAs and notebook computers, they may be lost while using the product outdoors. In this case, the lost property return service management method is beneficial because the damage is also great. Therefore, by carrying out the lost item return service management method at a company or the like, it is possible to provide a sense of security to the customer, and to improve the ability to attract customers. Therefore, according to the lost item return service management method according to an embodiment of the present invention, a lost item return service management method capable of further improving the sales promotion effect can be provided.

  In the lost item return service management method, an expiration date is set for the lost item return service. Therefore, in order to extend the expiration date of the lost item return service, it is necessary for the customer to go to a retail store or the like and perform the expiration date extension process of the lost item return service via the kiosk terminal 300. For this reason, a customer who wants to continuously enjoy the lost item return service, that is, a customer who desires an expiration date extension process, goes to a retail store or the like every time the expiration date approaches. In other words, the lost-item return service management method facilitates re-visiting of customers to retail stores. If customers have more opportunities to return to the store, the ability to attract customers can be expected. Therefore, according to the lost item return service management method according to an embodiment of the present invention, a lost item return service management method capable of further improving the sales promotion effect can be provided.

  In the above description, the case where the lost property return service management system 1000 is introduced by one company or the like has been described as an example. However, the lost property return service management system 1000 may be changed by an application service provider (ASP). It can also be provided to other companies. In this case, for example, the store terminal 100 and the kiosk terminal 300 illustrated in FIG. 1 are installed in another company or the like, and the server device 200 is installed in an ASP that provides the lost item return service management system 1000. In this case, since the development, maintenance, and operation of the lost item return service management system 1000 are performed by the ASP, other companies can reduce costs and risks.

  Moreover, the above-mentioned lost item return service management method can be realized as a program executable by a computer. In this case, the same functions and effects as described above can be obtained.

  Note that the arrows and straight lines shown in each drawing merely represent a typical processing flow or a flow of signals, information, or data, and do not represent all processing or connection relationships.

  The communication unit 202, the product code determination unit 204, the registration screen display unit 206, the data registration unit 208, and the data acquisition unit 210 of the server device 200 can be realized by software executed by the control unit 210 including a CPU. . Further, the communication unit 106 of the store terminal 100 and the call center terminal 400 and the communication unit 302 of the kiosk terminal 300 may be realized by software executed by the control unit 108 and the control unit 308 including a CPU, respectively.

  In addition, this invention is not limited to the said embodiment as it is. In the implementation stage, the present invention can be embodied by changing the components without departing from the scope of the invention.

  Moreover, various inventions can be formed by appropriately combining a plurality of constituent elements disclosed in the embodiment. For example, some components may be deleted from all the components shown in the embodiment. Furthermore, constituent elements over different embodiments may be appropriately combined.

It is the schematic for demonstrating the structure of the lost article return service management system which concerns on one Embodiment of this invention. It is a block diagram which shows the structure of a shop terminal schematically. It is a flowchart for demonstrating the lost item return service registration process performed by a shop terminal. It is the schematic which shows an example of the sales input screen displayed on the display part of a shop terminal. It is the schematic which shows an example of the lost article return service registration screen displayed on the display part of a shop terminal. It is the schematic which shows an example of the lost article return service pamphlet. It is a block diagram which shows the structure of a server apparatus roughly. It is the schematic which shows the data structure of the database with which a server apparatus is provided. It is a flowchart for demonstrating the lost article return service registration process performed by the server apparatus. It is a block diagram which shows the schematic structure of a kiosk terminal. It is a flowchart for demonstrating the expiration date extension process of the lost article return service performed by a kiosk terminal. It is a flowchart for demonstrating the lost item return service inquiry process performed by a call center terminal. It is the schematic which shows an example of the lost article return service inquiry screen displayed on the display part of a call center terminal. It is a sequence diagram for demonstrating the lost item return service management method which concerns on one Embodiment of this invention.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 100 ... Store terminal, 102 ... Input device, 102a ... Keyboard, 102b ... Bar code reader, 104 ... Display part, 106 ... Communication part, 108 ... Control part, 142 ... Product code input column, 144 ... OK button, 146 ... Customer card number input field, 151 ... Lost property management number input field, 152 ... Product code input field, 153 ... OK button, 154 ... Order date input field, 155 ... Voucher number input field, 156 ... End button, 161 ... Lost property Description column for return service, 162: Product code for lost item return service, 163 ... Lost property management number, 164 ... Product sticker seal (large), 165 ... Product sticker seal (medium), 166 ... Product sticker seal (small), DESCRIPTION OF SYMBOLS 200 ... Server apparatus, 202 ... Communication part, 204 ... Merchandise code determination part, 206 ... Registration screen display part, 208 ... Data registration part, 210 ... Data Data acquisition unit, 212 ... system management file, 214 ... lost article return service management master, 300 ... kiosk terminal, 302 ... communication unit, 304 ... card reading unit, 306 ... display unit, 308 ... control unit, 400 ... call center terminal, 412 ... Lost item management number input field, 414 ... Customer card number input field, 416 ... Search button, 418 ... Close button, 420 ... Clear button.

Claims (5)

A lost item return service management system in which a first client device and a second client device are connected to a server device via a communication network and provide a lost item return service,
The first client device is:
An input device for inputting a product code and predetermined information of the lost item return service;
A first communication unit that transmits the product code to the server device and receives data from the server device;
A first display unit that displays the product code and the predetermined information input via the input device, and the data received from the server device;
The server device
A second communication unit that transmits data to the first client device and the second client device and receives data from the first client device and the second client device;
A determination unit for determining whether or not the product code transmitted from the first client device exists in a system file of the server device;
A registration screen display unit for displaying a lost item return service registration screen on the first display unit of the first client device, when the determination unit determines that the product code is present in the system file;
It is determined whether or not there is an error with respect to the predetermined information input via the lost and found return service registration screen. If there is no error, the predetermined information is stored in a database, and an error is detected. If it exists, an error message is displayed on the display unit of the first client device, and in response to an expiration date extension request for extending the expiration date of the lost property management service transmitted from the second client. A data registration unit for extending the expiration date of the lost item return service;
In response to a search request including a search condition transmitted from the first client device, a data acquisition unit that acquires data satisfying the search condition among data including the predetermined information stored in the database And
The second client device is
A card information reading unit for reading customer information recorded on the customer card;
A third communication unit that transmits the expiration date extension request to the server device together with the customer information read by the card information reading unit;
A lost property return service management system comprising: the customer information read by the card information reading unit; and a second display unit for displaying a message received from the server device.   2. The lost item return service management system according to claim 1, wherein the predetermined information is a lost item management number and a product code of a product to be registered for the lost item return service.   The database is a database that stores the lost property management number, the customer information, and information related to the product purchased by the customer in association with each other, and searches either the lost property management number or the customer information as a search condition. The lost property return service management system according to claim 1, wherein the database is a database from which data can be referred to.   4. The lost item return service management system according to claim 3, wherein the customer information is a customer card number of the customer card. A lost item return service management method applied to a system in which a first client device and a second client device are connected to a server device via a communication network,
Transmitting a lost item return service product code from the first client device to the server device;
Determining whether the product code exists in the server device by the server;
If the server determines that the product code is present on the server device, the server device causes the first client device to display a lost item return service registration screen;
When the server device determines that the product code does not exist in the server device, the server device displays an error message on the first client device;
The server device receives the predetermined information input from the lost client return service registration screen transmitted from the first client device, and performs predetermined processing on the predetermined information by the server device. The steps of
After the predetermined processing is performed, when the predetermined information is normally registered in the server device, the server device causes the first client device to display a registration end message;
After the predetermined processing is performed, if the predetermined information is not registered normally, the server device displays an error message on the first client device;
A step of transmitting, from the second client device to the server device, an expiration date extension request for extending the expiration date of the lost property management service related to the customer information together with the customer information read by the second client device. When,
In response to the expiration date extension request, when the extension processing of the expiration date of the lost item return service is normally completed in the server device, the server device sends an extension registration end message to the second client device. Steps to display,
In response to the expiration date extension request, when the extension process of the expiration date of the lost item return service does not end normally in the server device, the server device sends an error message to the second client device. Steps to display
Transmitting a search request including a search condition from the first client device to the server device;
In response to the search request, acquiring data satisfying the search condition from the database, and displaying the acquired data on the first client device. Method.

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