JP2016009439A - Transaction support system and method for business store - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a transaction support system and method of a business store for achieving the efficiency of business, for improving the satisfaction of a customer, and for promoting the provision of sales information.SOLUTION: In a transaction support system and method of a business store having a server in which a reception terminal for reading the cash card of a customer, a counter terminal for performing transaction business with the customer and a tablet terminal to be operated by the customer are connected via a network, customer information is read from a storage part of the server on the basis of the information of the cash card of the customer read from the reception terminal, and transaction schedule content including a transaction amount of money is input by the customer from the screen of the tablet terminal, and the transaction schedule content and the customer information is displayed at the counter terminal, and when a button for calling the customer is pressed by a teller on the screen of the counter terminal, comments on customer calling notification are displayed on the screen of the tablet terminal.

Description

  The present invention relates to a transaction support system and method for a branch office in a financial institution such as a bank.

  In recent years, financial institutions have been shifting to sales-oriented strategies centered on retail, in addition to strategies focused on cost reductions so far. Along with this, sales offices are required to further improve office work efficiency, improve customer satisfaction, and promote sales information provision.

  However, in the case of a conventional store transaction, the customer enters the transaction slip by hand at the reception desk, and after confirming the contents of the contact person (teller), the transaction process is executed and the result is printed. It takes a considerable amount of time for the customer to fill out the slip and confirm the content by the teller. Therefore, the customer waits for a long time until the transaction processing at the window is completed, which is not desirable from the viewpoint of customer satisfaction. Furthermore, since the teller spends time on transaction processing, there is no room for spending time on explaining products to customers, so it is difficult to promote the provision of sales information.

  In order to improve these problems, for example, in Patent Document 1, when a customer visits a store, a customer inputs transaction contents at a reception terminal, and the contents and customer information acquired by the reception terminal are stored in advance in a window terminal and a central processing server. There has been proposed a system for reducing the number of manual work and improving the efficiency of the window work by notifying.

JP-A-11-250148

  The above-mentioned Patent Document 1 does not disclose specific means for improving customer satisfaction and promoting sales information provision.

  An object of the present invention is to provide a transaction support system and method for a sales office that can improve the efficiency of office work, improve customer satisfaction, and promote the provision of sales information.

  The present invention relates to a transaction of a sales office having a server in which a reception terminal for reading a customer's cash card, a window terminal for performing a transaction with the customer, and a tablet terminal operated by the customer are connected via a network. In the support system, the server includes a control unit that controls the input process of the tablet terminal and the screen of each terminal, a customer information DB that stores customer information including the account number of the customer, and transaction information including the reception date and time. The control unit registers the customer information in the customer information DB based on the personal information of the customer's cash card read by the reception terminal, and stores the case information in the case information including the customer reception date and time. Add a number to the case DB, register it, and display the transaction details including the customer information and the transaction amount entered on the tablet terminal by the customer on the window of the window terminal In addition, the transaction support system of the sales office, which detects that the customer call button arranged on the screen of the window terminal is operated by the teller and displays the customer call comment on the screen of the tablet terminal. Can be realized.

  It can also be realized as a transaction support method in the above system.

  ADVANTAGE OF THE INVENTION According to this invention, the office work of a sales shop can be made efficient, customer satisfaction can be improved, and provision of sales information can be promoted.

It is a figure which shows the structure of the transaction support system of the branch store concerning one Example. It is a figure which shows the flow of the transaction assistance processing procedure of the sales office concerning one Example. It is a figure which shows the flow of the process sequence using the tablet terminal concerning one Example. It is a figure which shows the content of item DB concerning one Example. It is a figure which shows the content of customer information DB concerning one Example. It is the 1st page of the figure which shows the content of the tablet terminal screen concerning one Example. It is the 2nd page of the figure which shows the content of the tablet terminal screen concerning one Example. It is the 3rd page of the figure which shows the content of the tablet terminal screen concerning one Example. It is a figure which shows the screen content of the window terminal concerning one Example.

Embodiments of the present invention will be described below with reference to the drawings.
FIG. 1 is a diagram illustrating a transaction support system for a sales office according to the present embodiment. The system includes a device installed in a branch 100 where a customer visits and receives a service, a centralized center 200 that performs processing according to a request from the branch, a device of the branch 100, and a centralized center 200. And a network 300 that connects the two.

  Next, the sales office 100 is placed near the entrance of the sales office, and receives a reception terminal 110 that accepts customers who have come to the store, and a tablet that is lent to the customer at the reception and used for inputting transactions and providing sales information. Terminal 120, window terminal 130 installed at a window and operated by a person in charge, authentication device 140 for authenticating a customer, slip printer 150 for printing a transaction slip, and cash deposit / withdrawal for cash deposit / withdrawal And a device such as a passbook issuing / writing device 170 for issuing and writing a passbook. Here, sales information refers to advertising and advertising information to customers regarding financial products such as investment trusts and stocks.

  The reception terminal 110 includes an input unit such as a keyboard and a touch panel, a processing unit, a display unit that displays characters and images, and a card reader that reads cash card information. The tablet terminal 120 includes an input unit such as a touch panel, a display unit such as a liquid crystal display, a storage unit that stores customer information and item information described later, and a processing unit. The window terminal 130 includes an input unit, a display unit, a storage unit, and a processing unit. The centralized center 200 includes an AP server 210 in which a branch office application is installed, an account host 220 that manages a ledger 221 in which customer account information, deposit / withdrawal, loan and borrowing information are recorded in an integrated manner, It comprises a customer information management server (CRM) 230 that manages customer information 231 including customer name and account information.

  In addition, the AP server 210 includes a transaction business processing unit 212 that performs transaction business processing, a control unit 211 that controls input processing of the tablet terminal 120 and display of sales information, and a case DB 213 that stores information related to the transaction case, A customer information DB 214 for storing customer information necessary for the transaction extracted from the customer information 231; a screen information DB 215 for storing screen information to be displayed on each display unit of the reception terminal 110, the window terminal 130, and the tablet terminal; The sales information DB 216 stores sales information to be displayed on the display unit of the tablet terminal 120.

  Next, the contents of the case DB 213 will be described with reference to FIG. The case DB 213 is a DB for managing transaction cases between the sales office and the customer. The case number 410 is a number for identifying each case, the status 420 is the progress of the transaction procedure of each case, and the reception date 430 is the case. The reception time of 440 is the reception time, and the store number 450 is the branch number of the business store. Reference numeral 460 denotes a new transaction item for customer A, which is added to the item DB 213 when customer A visits the store.

  (A)-(e) shows the time-sequential transition of the transaction procedure of the matter 460. FIG. (A) shows that the status 420 is “waiting for entry”, and after the acceptance procedure is performed at the acceptance terminal 110 by the customer A, the information of the customer A is registered in the tablet terminal 120. The next (b) shows a status until the status 420 is “entry in progress”, and after “waiting for entry”, the transaction schedule content is input from the tablet terminal 120 by the customer A.

  (C) shows that the status 420 is “waiting for reception”, and after “in entry”, until the call display to the window is displayed on the tablet terminal 120. (D) shows a state until the status 420 is “accepting” and the transaction processing procedure is performed from the teller terminal by the teller after “waiting for acceptance”. (E) indicates that the status 420 is “accepted” and that the transaction with the customer A has been completed. In FIG. 4, the items and contents other than the contents of the status 420 are all the same from (a) to (e).

Next, the contents of the customer information DB 214 will be described with reference to FIG. 510 is a project number, 520 is a bank code which is an identification number of the bank, 530 is a branch number of the branch, 540 is a subject (type of deposit), 550 is an account number, 560 is a customer's name, Reference numeral 570 denotes an explanation flag that is set when the customer desires a product explanation from the sales office from the tablet terminal 120. (A) shows the state before the explanation flag is “0” and the customer wants the item explanation, and (b) shows the state after the explanation flag is “1” and the customer wants the item explanation. Show.
Except for the contents of the explanation flag 570, the items (a) and (b) are the same.

  Next, the processing flow from when the customer visits the store until the transaction ends will be described with reference to FIG. The time series phase names of transactions are listed at the top of the figure. 1. Reception / input, 2. Confirmation of contents Transaction / Processing, 4. It has been returned.

  1. Phase is a procedure from when a customer comes to the store and inputs a transaction content with the lent tablet terminal 120 until the customer is called from the window. In the phase of, the procedure until the teller and the customer confirm the contents of the slip printed on the transaction contents inputted by the customer, and in the case of withdrawal, further receives cash from the customer and confirms the amount thereafter. Phase 3 is the procedure until Teller processes the transaction and prints the result. This phase shows the procedure from calling the customer to returning the bankbook.

  Hereinafter, the description will proceed in the order of these phases.

1. Reception / Input When a customer (hereinafter referred to as customer A) visits the store, first, the lobby manager listens to customer A's requirements at the reception (S2210), then receives customer A's cash card and receives the card reader of reception terminal 110. Insert into. Then, when the customer A inputs the password from the input unit of the reception terminal 110 (S2220), the control unit 211 of the AP server 210 reads the customer from the customer information 231 of the customer information management server 230 based on the personal information of the cash card. The customer information of A is acquired (S2810), registered in the customer information DB 214 of the AP server 210 (S2797), and the case information including the reception date and time is registered in the case DB 213 (S2760). The issued reception ID is displayed (S2510). At the same time, the control unit 211 displays the status of “waiting for entry” (S 2710) on the screen of the display unit of the window terminal 130. Here, the status refers to the progress of transaction processing for each transaction item.

  Next, the lobby manager inputs the above reception ID into the tablet terminal 120 owned by the branch (S2230). Then, the control unit 211 displays a reception screen ((a) in FIG. 6A) on the display unit of the tablet terminal 120 (S2410). Accordingly, the control unit 211 updates the status of the case DB 213 of the AP server 210 from “waiting for entry” (S2710) to “being entered” (S2720) (S2770). Subsequently, the lobby manager returns the cash card to the customer A and lends the tablet terminal 120 to the customer A (S2240). Customer A who has received it sits down on the chair at the waiting place and inputs the transaction schedule content on the transaction screen of the display unit of the tablet terminal 120 (S2120). Accordingly, the control unit 211 of the AP server 210 updates the status of the case DB 213 from “in entry” (S2720) to “waiting for reception” (S2730) (S2780).

  Conventionally, the customer has directly handwritten the account information and the scheduled transaction contents on the slip, but according to the present invention, the account information (account number, balance, etc.) is displayed on the screen of the display unit of the tablet terminal 120 in advance. (B) in FIG. 6A, it is only necessary to input other transaction schedule details (such as amount) from the tablet terminal. This reduces the labor of the customer, reduces errors, etc., and supports them Therefore, the business efficiency of the sales office can be greatly improved, and the customer satisfaction can be improved.

  Subsequently, the sales information of the store is displayed on the tablet terminal 120, the sales information is provided to the customer A (S2125), and the customer A can crush the time by browsing the tablet terminal 120 or the like until called up. , Help improve customer satisfaction. In addition, for example, by providing investment information to customers whose time deposits are about to expire, providing sales information that matches each customer's request in consideration of the customer's account information and transaction history. It leads to promotion of information provision.

  Thereafter, the teller confirms the content of the next transaction (customer A transaction item) on the screen of the window terminal 130 (S2310), and then presses the call button on the screen (S2320). Instructs the slip printer 150 to print the slip (S2330) (S2610). Then, the control unit 211 updates the status of the item DB 213 from “waiting for acceptance” (S2730) to “being accepted” (S2740) (S2790). Then, the control unit 211 displays a call (S2735) screen on the display unit of the tablet terminal 120 (S2430), and displays a call notification ((h) in FIG. 6C) on the display unit of the tablet terminal 120 (S2130). ). In addition, a billing screen is displayed on the window terminal 130 (S2620).

2. Content Confirmation Next, the tablet terminal 120 is returned by the customer A to the window designated by the call notification (S2140). Details of this will be described later with reference to FIG. Subsequently, the teller confirms the transaction details with the customer A using the slip printed in S2610 (S2350). Subsequently, in the case of deposit, the teller receives cash from the customer A and confirms the amount (S2360). Thereafter, customer A waits for a call (S2150). This phase is mainly manual confirmation work, and the AP server 210 mainly performs screen display control (S2620) of the window terminal 130.

3. Transaction / Processing The teller operates the account screen (S2630) of the window terminal 130 to perform transaction processing procedures. Along with this, the transaction processing unit 212 of the AP server 210 performs transaction processing (S2745), and instructs the account host 220 to perform account processing (S2820). When this accounting process is completed, the result is transmitted from the AP server 210 to the window terminal 130, and printed from the slip printer 150 by the operation of the teller (S2370). Subsequently, the control unit 211 of the AP server 210 updates the status of the case DB 213 from “accepting” to “accepted” (S2795), and the transaction processing of the system ends.

4). Return This phase is a manual post-processing operation. The teller presses the call button on the screen of the window terminal 130 to call the customer A (S2380), and returns the transaction certificate and passbook (S2390). Customer A receives them (S2160) and leaves the store.

  Next, in order to understand the processing procedure using the tablet terminal 120, which is a feature of the present invention, in more detail, after the customer A inputs the contents of the transaction to the tablet terminal 120 (S2120), the tablet terminal 120 is returned. Details of the flow up to (S2140) will be described with reference to FIG. First, when the input of transaction details by the customer A is completed (S3000), the control unit 211 of the AP server 210 updates the item DB 213 (S3205), and the product explanation screen of the branch office on the display unit of the tablet terminal 120 (FIG. 6C (g)) is displayed (S3010). Thereby, the customer A can browse the tablet terminal 120 and the like while sitting on the sofa at the waiting place and relaxing. If there is a product of interest, a product description request button (695 of (g) in FIG. 6C) on the screen of the tablet terminal 120 is pressed (S3020). Accordingly, the control unit 211 of the AP server 210 changes the explanation flag (570 in FIG. 5) of the customer information DB 214 from 0 to 1 (S3210). Then, the control unit 211 displays “Explanation Request” (781 in FIG. 7C) on the transaction information detail screen (FIG. 7B) of the teller terminal 130 (S3127). Thereby, since the customer A can hear the detailed explanation regarding the product later from the teller, customer satisfaction is improved.

  In addition, after the transaction input by the customer A is completed in S3000, the control unit 211 displays an entry information list screen (FIG. 7A) on the display unit of the window terminal 130 according to an instruction from the screen of the teller window 130 of the teller. It is displayed (S3110). Subsequently, the teller selects the case by pressing the selection button 760 regarding the case 770 of the customer A whose status is the most advanced among the plurality of transaction cases in this screen (S3120). Then, the control part 211 displays the transaction information detail screen shown by FIG.7 (b) on the screen of the display part of the window terminal 130 (S3125). Therefore, since the teller can confirm the transaction input before calling customer A, since the transaction details and customer information can be obtained in advance, the customer brings the slip and comes to the counter as before. Compared with, transaction time is shortened, and this time can be used for sales to customers. In addition, sales can be prepared in advance, leading to improved customer satisfaction and promotion of sales information.

  In addition, as the explanation flag of the customer information DB 214 changes from 0 to 1 in S3210, the control unit 211 shifts the screen of the display unit of the window terminal 130 from FIG. 7B to FIG. An explanation request 781 is displayed under the related information 780.

Further, after confirming the transaction input content of the customer A on the transaction information detail screen of S3125 described above at the window terminal, the teller presses the call button 786 in the screen (FIG. 7B) (S3130). Then, the control unit 211 detects this, and causes the slip printer 150 to print a slip describing the transaction content (S3140). Then, the control unit 211 updates the status of the item DB 213 (420 in FIG. 4) from the reception waiting state (S3220), and displays a call notification screen ((h) in FIG. 6C) on the display unit of the tablet terminal 120. (S3030). Subsequently, the control unit 211 updates the content of the status on the screen of the window terminal 130 ((c) of FIG. 7) from the reception waiting state to the receiving state (S3150).
Next, the customer A goes to the window and returns the tablet terminal 120 to the teller (S3035). Then, the teller presses a receiving button (788 in FIG. 7C) on the window of the window terminal 130 (S3160). The control unit 211 detects this, issues an instruction (S3240) to clear the customer personal information stored in the storage unit of the tablet terminal 120, and the personal information is cleared (S3040). The description of FIG.

  Next, display contents on the screen of the tablet terminal 120 will be described with reference to FIGS. 6A to 6C. 6A is a screen displayed on the tablet terminal 120 when the reception ID is input to the tablet terminal 120 by the lobby manager in S2230 of FIG. Subsequently, when the customer A touches the part “Please touch the screen to start dealings” at the bottom of this screen, the screen changes to the screen (b). In the screen of (b), the account information and balance of the customer A and the number of transactions are displayed on the left side, and on the right side, the deposit button 630, the withdrawal button 640, the transfer button 650, according to the type of transaction, A payment button 660 for tax public money is arranged, and a customer A presses a desired transaction button. In the case of the present embodiment, if the customer A wishes to deposit and presses the deposit button 630, the screen changes to the screen of FIG. 6B (c), and the customer A inputs the deposit amount into the amount column 670.

  When the confirmation button 675 is pressed by the customer A, the screen shifts to the screen (d), and the input amount and account information are displayed. If this content is confirmed by the customer A and it is OK, the confirmation button 677 is pushed by the customer A, the screen changes to (e), and the number of transactions accepted is displayed. If there is no other desired transaction, the transaction completion button 690 is pushed by the customer A, the input of the transaction is completed, and the screen changes to the screen (f) in FIG. 6C.

  Thereafter, the screen automatically shifts to the screen of (g), and the control unit 211 selects a product explanation screen 697 for displaying sales information of the sales store from the sales information DB 216 and displays it on the tablet terminal 120. As a result, the sales office can effectively use the waiting time for customer A's reception to promote the product, and at the same time, eliminate the customer's on-handness during the waiting time, thereby improving customer satisfaction. It can help to promote sales information provision.

  If the customer A is interested in a product displayed on the tablet terminal 120, a specific explanation of the product is later received from the teller by pressing a product explanation request button 695 on the left side of the screen of (g). be able to. Subsequently, when the call button (786 in FIG. 7C) on the transaction information detail screen (S3125 in FIG. 3) of the window terminal 130 is pressed by the teller, the screen in (h) in FIG. Displays the contact number.

  Next, the screen display contents of the teller's window terminal 130 will be described with reference to FIG. (A) of FIG. 7 is an entry information list screen, and shows a list of transaction contents being processed by the sales office. The items are item number 710 which is the serial number of the sales office in order of time series of transaction reception, status 720 indicating the phase of reception, customer name 730 which is the customer name, number of transactions 740 for each customer, reception date and time 750 and a selection button 760.

  Subsequently, 770 which is the case of customer A whose reception date and time is the earliest in this screen is selected by the teller, and when the selection button 760 is pressed, the screen shifts to the screen of (b). This screen displays two details of transaction items 796 and 798 of customer A. In both cases, the transaction type 790 is payment and the status is waiting for acceptance. Before and after the screen (b) is displayed, if the customer A presses the product description request button 695 on the product description screen ((g) in FIG. 6C) of the tablet terminal 120, the screen shifts to (c). An explanation request 781 is displayed under the sales related information 780.

  While the screen of FIG. 7B or 7C is being displayed, the control unit 211 detects that the call button 786 has been pressed by the teller, and changes the status 792 from “waiting for acceptance” to “being accepted”. Let The account screen displayed after (b) or (c) is omitted.

  As described above, according to the present embodiment, by using the tablet terminal 120 to input transaction contents and providing sales information, and by grasping customer information and transaction contents in advance by a teller, the efficiency of office work and the improvement of customer satisfaction Promotion of sales information provision can be realized.

110: reception terminal, 120: tablet terminal, 130: window terminal, 210: AP server, 211: control unit, 213: case DB, 214: customer information DB, 215: screen information DB,
216: Sales information DB, 300: Network

Claims (5)

In a transaction support system of a branch office having a server in which a reception terminal that reads a customer's cash card, a window terminal for conducting transaction business with the customer, and a tablet terminal operated by the customer are connected via a network,
The server
A control unit that controls input processing of the tablet terminal and a screen of each terminal;
A customer information DB for storing customer information including customer account numbers;
A case DB that stores information on transaction cases including the reception date and time;
Have
The control unit
Register customer information in the customer information DB based on personal information of the customer's cash card read by the reception terminal,
Register the case information including the customer reception date and time with the case number and register it in the case DB.
Display the transaction information including the transaction information input to the tablet terminal by the customer information and the customer on the screen of the window terminal,
Detecting that the customer call button arranged on the screen of the window terminal is operated by a teller, and displaying a customer call comment on the tablet terminal screen;
A transaction support system for sales offices. The customer information DB includes items such as a case identification number, a bank code, a branch office identification number, a deposit type, an account number, and a customer name.
The case DB includes items of a case identification number, a status indicating the progress of transaction processing, a reception date and time, and a branch number.
The transaction support system for a branch office according to claim 1. The transaction support system includes:
Furthermore, it has a sales information DB that stores the sales information of products,
The controller is
The sales information stored in the sales information DB is displayed on the screen of the tablet terminal between the time when the customer ends the input to the tablet terminal and the time when the customer call comment is displayed on the tablet terminal. The transaction support system for a branch office according to claim 1 or 2, wherein 4. The transaction support system for a branch office according to claim 3, wherein the tablet terminal has a button for pressing a product description when a customer desires on a screen on which the sales information is displayed on the tablet terminal. . Dealer transaction support method provided by a server in which a reception terminal for reading a customer's cash card, a contact terminal for conducting transaction business with the customer, and a tablet terminal operated by the customer are connected via a network In
The server obtains personal information of the customer's cash card from the reception terminal,
Based on the information read from the cash card, the server registers customer information including the customer's account number in the storage unit of the server,
The server attaches a case number to the case information including the reception date and time of the customer and registers it in the storage unit of the server,
The server displays on the screen of the window terminal the transaction schedule contents including the customer information and the transaction amount input to the tablet terminal by the customer,
The server detects that the customer call button placed on the screen of the window terminal has been pressed by the teller, and displays a customer call comment on the screen of the tablet terminal.
A sales transaction support method for sales offices.

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