JP2013161387A - Customer service support system using web site - Google Patents

Abstract

PROBLEM TO BE SOLVED: To achieve a customer service providing system using a Web site easily accommodating to novel services directly using the Web site from a customer.SOLUTION: The customer service support system includes: a plurality of POS terminals connected to a communication network and installed at a plurality of service stations of a fuel oil sales company; a host computer of the fuel oil sales company connected to the communication network and collecting POS data from the plurality of POS terminals via the communication network; a Web server connected to the communication network and storing various types of form data formed by processing the POS data collected by the host computer, in such a manner that the data can be extracted by access from the plurality of POS terminals; and a Web site being accessible from the customer terminal via communication network.

Description

  The present invention is a customer service providing system using a Web site, and a customer vehicle management system that effectively uses sales data (POS data) obtained from POS terminals of a plurality of service stations (SS) to a customer. The present invention relates to a service support system further developed from the viewpoint of service.

  Process the POS data collected by the host computer from POS terminals installed at multiple service stations and store it in the Web server, and also visit the customer and purchase after sending the direct mail sent to the customer The situation is stored, and when the customer visits the service station, the staff can know the customer's visit status and purchase status information after sending the direct mail, so that the service to the customer's vehicle can be enhanced. Customer vehicle management systems are known. (See Patent Document 1)

Patent No. 4423134

  A conventional customer vehicle management system mainly processes POS data collected by a host computer from POS terminals installed at a plurality of service stations, stores the data in a Web server, and sends a direct mail to a customer. Therefore, there is a problem that it is difficult to adapt to a service that directly uses a Web site from a customer.

  An object (problem) of the present invention is to realize a customer service support system using a Web site that is easily adapted to a new service using a Web site directly from a customer.

A customer service support system according to the present invention for solving the above-described problems includes a plurality of POS terminals connected to a communication network and installed at a plurality of service stations of a fuel oil sales company,
A host computer of the fuel oil sales company connected to the communication network and collecting POS data from the plurality of POS terminals via the communication network;
A Web server connected to the communication network and storing data such as various forms obtained by processing the POS data collected by the host computer so that the data can be retrieved by accessing from the plurality of POS terminals;
And a Web site accessible from a customer terminal via a communication network.

  By providing the above configuration, it is possible to realize a customer service support system using a Web site that is easily adapted to a new service that directly uses a Web site from a customer.

  The customer terminal is at least one of a computer, a portable terminal, and a navigation terminal having a communication function owned by the customer.

  In the Web site, a customer registers a specific service station among the plurality of service stations, and the current fuel oil price and / or congestion status of the service station is communicated to the customer terminal via a communication network. And a means for realizing the MySS function for transmitting.

  In addition, the vehicle information registered by the customer is registered on the Web site, and vehicle data including a video of the vehicle when a desired part of the customer's vehicle is replaced or added is transmitted to the customer terminal via the communication network. And the means which implement | achieves the avatar function displayed on the display part of the said customer terminal is provided, It is characterized by the above-mentioned.

  Further, the Web site includes means for realizing a lease function for mediating a procedure related to a next leased vehicle contract based on current vehicle information when a customer has a lease contract with a lease company. A means for realizing a leasing function that mediates estimation based on the current vehicle information and procedures related to the contract when a vehicle owned by the customer is a lease contract, or a vehicle owned by the customer based on the current vehicle information And a means for realizing a lease function for mediating a procedure related to the next lease contract.

  In addition, the Web site includes means for realizing a car sharing management function for performing vehicle sharing registration of vehicle information held by the customer and mediating a procedure related to a contract when the vehicle held by the customer is set to car sharing. It is characterized by that.

  Also, on the Web site, the vehicle information held by the customer is registered, information on the car product corresponding to the vehicle held by the customer is transmitted to the customer terminal, and the online shopping at the customer terminal is mediated A means for realizing a shopping function is provided.

  In addition, the Web site includes a customer based on a purchase history and / or a car care history at a service station of a fuel oil sales company or a general car care shop that is collected and accumulated in the host computer according to a request from the customer. It is provided with the means to implement | achieve the MyCar chart function which transmits the MyCar chart of a vehicle to a customer terminal.

  In addition, the Web site includes a MyCar chart of a customer vehicle based on a purchase history and / or a car care history at a service station of a fuel oil sales company or a general car care shop collected and accumulated in the host computer. And a means for realizing a MyCar chart / remind function for sending notification information including an oil change time and / or maintenance time, related coupon information, etc. to a customer terminal by e-mail at a predetermined time.

  In addition, on the Web site, the vehicle information held by the customer is registered as a used car purchase and sale, and the procedures related to the estimation and contract based on the current vehicle information when the vehicle owned by the customer is sold as a used car. A means for realizing a used car buying and selling function for intermediary is provided.

  Further, the website has a function of making it possible to access the original game content of the website or game contents of another website from a customer terminal, and processing a billing process related to the executed game content with a card registered by the customer. It has the means to perform, It is characterized by the above-mentioned.

By providing the above-described configuration, the present invention can realize a customer service support system using a Web site that can easily be adapted to a new service using a Web site directly from a customer. Function, MyCar chart function,
There are a MyCar chart / remind function, a lease brokerage function, a car sharing function, a used car trading brokerage function, an online shopping function, and a game function.

1 is a diagram illustrating an overall configuration of a system to which a customer service support system using a Web site of the present invention is applied. It is a figure which shows the whole structure of the system by which the customer vehicle management system of a reference example is applied. It is a figure which shows an example of the display screen in the service station terminal of a reference example.

  Prior to the description of the present invention, a reference example which is a patent owned by the applicant of the present application, which is a premise of the present invention, will be described.

FIG. 2 shows the overall configuration of a system to which the customer vehicle management system of the reference example is applied.
In FIG. 2, reference numerals 1a to 1n denote POS terminals of a plurality of service stations (SS), which are connected via a communication network 2 to a host computer 3 of a fuel oil sales company that operates a customer vehicle management system of a reference example. .

The host computer 3 performs not only data processing related to the POS system but also data processing related to a card system used for selling fuel oil and the like with the service station.
In addition, it goes without saying that the personal information of customers handled in the reference examples is handled after strict management of the handling and sufficient information protection functions are added.

Reference numeral 5 denotes a head office terminal, 6 denotes a branch terminal of the fuel oil sales company, 7 denotes a dealer terminal, and 8 denotes a service station terminal, which are connected to the Web server 4 via the communication network 2.
In FIG. 2, one terminal is shown for each of the head office terminal, the branch terminal of the fuel oil sales company, the exclusive dealer terminal, and the service station terminal, but actually a plurality of terminals are connected to each other.

The Web server 4 is accessed from various terminals such as the fuel oil sales company branch terminal, dealership terminal, and service station terminal by daily processing of POS data collected from the POS terminals 1a to 1n of a plurality of service stations. Is stored in a removable manner.
The Web server 4 may be arranged at the same location as the host computer or at a different location.

Examples of data that can be acquired by accessing a Web server from a service station via a communication network include the following examples.
In this example, the data that can be acquired at the service station can be broadly divided into standard functions (for free) and additional functions (for paid).
Free standard features include:
(a) General information section such as news
(b) Sales support information department such as various manual fuel oil quality help
(c) Information exchange departments such as bulletin board functions for SSs and distributors nationwide
(d) Application / request department for issuance of representative documents, quality inquiries, temporary card issuance, etc.
(e) Net ordering department for ordering functions such as fuel oil, lubricating oil, and gas
(f) Daily 10 copies of house card acquisition ranking, etc.
(g) There is an affiliated company page section for product information of affiliated companies of fuel oil sales companies that operate the service station management support system of the present invention.

In addition, as a paid additional function,
(a) Groupware department such as business communication function and schedule function.
(b) WEB-IT (IT function online) department such as transaction, master entry, inquiry function.
(c) POS / Card Form Electronic Department that provides existing POS / Card forms via the Web or CD.
(d) Sales management system (SMS) department that provides daily reports, rankings, planning, sales form analysis tables, sales performance summary tables, etc.
(e) Attendance shift management system (LMS) used for attendance management of staff at service stations, shift planning, and performance management by staff.
(f) Customer Vehicle Management System (CMS) Department that adds a vehicle inspection system to the car care total support system for customer vehicles.
(g) There is a product inventory management system (MMS) department used for JAN code management and automatic car care product ordering.

  As described above, the customer vehicle management system of the reference example is a system that can acquire various form data obtained by processing the POS data by accessing the Web server from the service station via the communication network. An important customer vehicle management system will be described in detail below.

  In the customer vehicle management system of the reference example, in the car care total support system of the reference example described above, the host computer extracts from the database the ones that are about to replace the consumable parts of the customer's car, Whether the customer purchased the product corresponding to the direct mail sending information sent to the service station after printing the direct mail (DM) and sending it after listing the replacement time and price Is organically combined with the POS data and displayed on the terminal of the service station.

  Specifically, information sent to the service station by the customer after sending the direct mail is extracted from the POS data of the host computer by the Web server and transmitted to the service station terminal for service to the customer vehicle by the staff at the service station. It will be more fulfilling.

One example of data transmitted from the Web server to the service station is as follows.
1. Customer name Customer vehicle number3. Vehicle inspection month 4. 4. Direct mail (DM) sending information Purchase history (car wash, oil, tire, other TBASP)
6). Royal Customer Degree (+ Miles earned)

An example of a display screen on the service station terminal is shown in FIG.
The name of the product sent by direct mail, the store visit status after sending, and the purchase status after sending are displayed.
As an example of the purchase history display, as shown in FIG. 3, car wash, oil, vehicle inspection, tires, and other TBASPs are displayed as “O” or “X” depending on whether or not there is purchase experience in the past predetermined period. With regard to the degree of royal customer, the annual car care purchase price is 50,000 yen as a standard (100%), Royal Customer (100% or more), Royal Reserve 1 (80% or more), Royal Reserve 2 (50% or more) And display on the display screen.

When the customer visits the service station, the staff knows the information shown in FIG. 3 so that the service to the customer vehicle can be enhanced.
The display in FIG. 3 is a display screen for service station staff, but when the customer vehicle management system of the present invention is applied to a self-service service station, a display unit is provided in the vicinity of the self-ordering machine. In addition, it is possible to analyze the customer's past POS data by using the still image (moving image) and the voice based on the data, and provide direct mail and product sales promotion guidance to the self-refueling customer.

Next, an embodiment of the present invention will be described with reference to FIG.
FIG. 1 is a diagram showing an overall configuration of a system to which a customer service support system using a website is applied.
In FIG. 1, reference numerals 1a to 1n denote POS terminals of a plurality of service stations (SS), which are connected via a communication network 2 to a host computer 3 of a fuel oil sales company that operates a customer vehicle management system of a reference example. .

The host computer 3 performs not only data processing related to the POS system but also data processing related to a card system used for selling fuel oil and the like with the service station.
In addition, it goes without saying that the personal information of customers handled in the reference examples is handled after strict management of the handling and sufficient information protection functions are added.

Reference numeral 5 denotes a head office terminal, 6 denotes a branch terminal of the fuel oil sales company, 7 denotes a dealer terminal, and 8 denotes a service station terminal, which are connected to the Web server 4 via the communication network 2.
In FIG. 1, one terminal is shown for each of the head office terminal, the branch terminal of the fuel oil sales company, the exclusive dealer terminal, and the service station terminal, but actually a plurality of terminals are connected to each other.

The Web server 4 is accessed from various terminals such as the fuel oil sales company branch terminal, dealership terminal, and service station terminal by daily processing of POS data collected from the POS terminals 1a to 1n of a plurality of service stations. Is stored in a removable manner.
The Web server 4 may be arranged at the same location as the host computer or at a different location.

  The configuration so far is substantially the same as the reference example, but in the customer service support system using the Web site of the present invention, the following configuration is further added to the configuration of the reference example.

  A Web site 4 'that can be accessed from the plurality of customer terminals 9a to 9n via the communication network 2' is provided.

As the Web site 4 ′, an independent new Web site may be constructed, or a Web site related to the customer vehicle management system of the reference example may be modified.
Further, as a place where the website 4 ′ is constructed, the website 4 ′ may be arranged at the same place as the host computer 3 of the fuel oil sales company that operates the customer vehicle management system of the reference example or on the web server. It can also be placed elsewhere on the net.

In addition, as the communication network 2 ′ of the present invention, a general communication network, in particular, an Internet network and a wired or wireless network for mobile terminals is suitable.
Further, it does not prevent the use of short-range wireless communication such as Bluetooth.

  The customer terminals 9a to 9n of the present invention include not only PCs (personal computers) owned by customers, but also mobile terminals (cell phones, portable tablets), car navigation systems equipped with communication functions, and the like.

  Next, service functions that can be realized by the customer service support system using the Web site of the present invention will be described individually.

-MySS function The MySS function is a customer who directly or indirectly operates a fuel oil sales company that operates a customer service system using the website of the present invention, and registers a favorite SS (service station). This is a service function that allows the user to check the information distributed from each registered SS anytime and anywhere by accessing the website from the customer terminal.
In addition to basic information, the information delivered includes the current fuel oil price, the congestion status of the SS (fuel oil refueling, car wash, oil exchange, etc.), the attendance of the staff in charge, messages from the store manager, etc. in real time Can be obtained at
The MySS function not only obtains information distributed from the website by accessing from the customer terminal, but also accesses the website from the customer terminal to make reservations for oil change and vehicle maintenance (including vehicle inspection). It is also possible to add a function to accept.

・ Avatar function The avatar function is a vehicle owned by a customer who accesses the website of the present invention from a customer terminal and stores parts (replacement parts) suitable for the vehicle type registered by the customer in a database in the website. Service function that allows the customer to have a simulated experience after replacing parts by displaying on the display part of the customer terminal the video (photo) showing the form of the customer's vehicle after replacing or adding desired parts It is.
Information after the replacement of parts can be registered in the database and accessed again to complete an ideal vehicle that meets the customer's hobby.
In addition, the exchange of parts is limited to one access per access, and the number of points is determined according to the exchanged parts, so that it has a game characteristic like Sugoroku. It becomes possible to do.
It is also possible to use “miles” and “scores” acquired in the game for services such as discounts when purchasing fuel oil when visiting the SS.

・ MyCar chart function MyCar chart function refers to purchase history at a service station of a fuel oil sales company collected by a host computer or a web server and stored by accessing a website from a customer terminal, or a general car care shop, etc. And a service function for displaying and confirming the MyCar chart of the customer vehicle based on the car care history and the like on the display unit of the customer terminal.
Information related to purchase history and car care history at the service station of the fuel oil sales company can be automatically collected by the system of the present invention, but a general car care shop other than the service station of the fuel oil sales company (general car care shop etc.) (Including service stations and repair shops other than fuel oil sales companies), information on purchasing history and car care history cannot be automatically collected, but the customer sends it to a website using a customer terminal or the like ( Input), it is possible to utilize information on all purchase histories and car care histories.
In addition to past data, the MyCar chart function can also provide car care information to be implemented to customers.
In the MyCar chart function, it is also possible to make a reservation for car care to be performed at the time (date and time) desired by the customer from the customer terminal.

・ MyCar chart / remind function MyCar chart / remind function is based on the purchase history and car care history at the service station of a fuel oil sales company or general car care shop, etc. collected and stored in the host computer or Web server This is a service function for sending notification information including an oil change time and a maintenance time, related coupon information and the like to the customer terminal by mail at a predetermined time together with the MyCar chart of the customer vehicle.
This function transmits information related to vehicle maintenance, which is often forgotten by customers, and information such as coupons related thereto, by mail magazine.
This function makes it possible to execute the function executed by direct mail in the reference example more inexpensively and more promptly.
The difference between the MyCar chart function and the MyCar chart / remind service function is that the MyCar chart function starts when the customer accesses the website, whereas the MyCar chart / remind function starts at a predetermined time from the website. Started with access to customer terminals made.

・ Lease mediation function As a first form, the lease mediation function is a function that mediates between a customer and a lease company, and when the customer has a lease contract with the lease company, This is a service function that introduces the next leased vehicle to the customer at an appropriate timing based on the car care history information accumulated as the MyCar chart.
As the next lease contract vehicle, it is possible to select the same, superior, or inferior grade as the previous vehicle, or specify the vehicle type.

  As a second form of the lease intermediary function, the customer wishes to make a lease contract while riding the vehicle currently held, and the current vehicle is obtained from the car care history information accumulated as the MyCar chart. This is a service function that calculates a lease price based on the price and makes a lease contract.

A third form of the lease brokering function is a function of mediating between the customer and the leasing company, and when the vehicle currently held by the customer is transferred to another vehicle in the lease contract, the MyCar chart This is a service function that introduces leased vehicles to customers at an appropriate timing based on the car care history information accumulated as.
In these cases, as a leasing company, it may be possible to mediate a leasing contract with a leasing company related to a fuel oil sales company that operates a Web site or a general leasing company.

-Car-sharing function The car-sharing function is a service function that mediates the procedures related to contracts when the vehicle information held by the customer is registered as car-sharing and the vehicle owned by the customer is made car-sharing.
In order to realize this service function, customers who currently own vehicles and wish to share cars and customers who wish to share cars without owning vehicles, the areas where they live, the use of the vehicles they want The date / time, vehicle type, usage fee, etc. are stored in a database, and when there is a car sharing request from a customer, the database is searched to extract the optimal candidate customer and support for car sharing.

・ Used car buying and selling intermediary function The used car buying and selling intermediary function is a function that acts as an intermediary between customers and used car buying and selling companies. When the website is accessed, the vehicle price is assessed based on the car care history information accumulated as the MyCar chart and introduced to a used car dealership.
Using this service, customers do not need to check a used car dealer to bring in a vehicle to sell their vehicles, and can sell them at an appropriate vehicle price according to the car care history.

Online shopping function The online shopping function refers to the vehicle that the customer has in accordance with the customer's access to the website by accessing the website and registering the vehicle information that the customer has. Information on the corresponding car care product is transmitted to the customer terminal, and online shopping at the customer terminal is realized.
This function also sells original service products limited to members on the Web site.

Game Function The game function is configured to allow access to original game content unique to a website and game contents with other websites.
The billing related to the game content executed at the customer terminal can be processed by the registered card of the customer used for selling the fuel oil.
In addition, it is possible to perform billing processing using “miles” and “scores” acquired by the avatar function.

1a to 1n: POS terminals 2, 2 ': communication network 3: host computer 4: Web server 4': Web site 5: head office terminal 6: branch terminal 7: dealer terminal 8: service station terminals 9a to 9n: customer terminals

Claims (11)

A plurality of POS terminals connected to a communication network and installed at a plurality of service stations of a fuel oil sales company;
A host computer of the fuel oil sales company connected to the communication network and collecting POS data from the plurality of POS terminals via the communication network;
A Web server connected to the communication network and storing data such as various forms obtained by processing the POS data collected by the host computer so that the data can be retrieved by accessing from the plurality of POS terminals;
A customer service support system comprising a Web site accessible from a customer terminal via a communication network. The customer terminal is at least one of a computer owned by the customer, a portable terminal, and a navigation terminal having a communication function.
The customer service support system according to claim 1, wherein: In the Web site, a customer registers a specific service station among the plurality of service stations, and transmits the current fuel oil price and / or congestion status of the service station to a customer terminal via a communication network. Comprising means for realizing the MySS function,
The customer service support system according to claim 1 or 2, wherein On the website, register the vehicle information owned by the customer,
The vehicle data including the video of the vehicle at the time of exchanging or adding the parts of the customer's vehicle is transmitted to the customer terminal via the communication network, and a means for realizing an avatar function for displaying on the display unit of the customer terminal is provided.
The customer service support system according to claim 1 or 2, wherein On the website, register the vehicle information owned by the customer,
When a customer has a lease contract with a leasing company, a means to realize a lease function that mediates the procedure related to the next lease vehicle contract based on the current vehicle information, a lease contract for a vehicle owned by the customer The means to realize the leasing function that mediates the estimate and contract procedure based on the current vehicle information, or the vehicle that the customer owns the procedure for the next lease contract based on the current vehicle information 3. The customer service support system according to claim 1, further comprising means for realizing a leasing function for mediation. Car sharing registration of vehicle information held by customers on the website,
A means for realizing a car sharing management function that mediates a procedure related to a contract when a vehicle owned by a customer is set to car sharing.
The customer service support system according to claim 1 or 2, wherein In the website, vehicle information owned by the customer is registered,
A means for transmitting an information on a car product corresponding to a vehicle held by a customer to the customer terminal and realizing an online shopping function to mediate online shopping at the customer terminal;
The customer service support system according to claim 1 or 2, wherein In the Web site, a customer's vehicle based on purchase history and / or car care history at a service station of a fuel oil sales company or a general car care shop or the like collected and accumulated in the host computer according to a request from a customer. A means for realizing a MyCar chart function for transmitting the MyCar chart to a customer terminal;
The customer service support system according to claim 1 or 2, wherein In the Web site, together with a fuel vehicle sales company's service station collected and accumulated in the host computer, or a Mycar chart of a customer vehicle based on a purchase history and / or car care history at a general car care shop, etc. A means for realizing a MyCar chart / remind function for sending notification information including an oil change time and / or maintenance time, related coupon information, etc. to a customer terminal by e-mail at a predetermined time;
The customer service support system according to claim 1 or 2, wherein In the Web site, the vehicle information owned by the customer is registered for buying and selling used cars,
When a vehicle owned by a customer is bought and sold as a used car, a means for realizing a used car buying and selling function that mediates an estimate based on current vehicle information and a procedure related to a contract is provided.
The customer service support system according to claim 1 or 2, wherein The Web site has a function of making it possible to access the original game content of the Web site or game content of another Web site from a customer terminal, and processing a billing process for the executed game content with a card registered by the customer. With means,
The customer service support system according to claim 1 or 2, wherein

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