JP2019028693A - Customer management device and customer management system including the same - Google Patents

Abstract

To provide a customer management device and a customer management system capable of providing a service on the basis of an appropriate visit history without presenting, by a customer, self-information of the customer at a shop visit.SOLUTION: A customer management device includes: a customer DB 42 for storing basic information including contact information of a customer; a reservation DB 41 for storing reservation information and shop visit status information in association with basic information; a basic information registration unit 55 for registering contact information in the customer DB 42 when contact information input at time of reservation reception is not stored in the customer DB 42; a shop visit status information change unit 48 for changing the shop visit status information of the reservation DB 41 on the basis of an input from a shop terminal 10 or the like; a shop visit history information registering unit 56 for registering shop visit date and time information of a customer whose shop visit status information is changed in the customer DB 42 when the shop visit status information is changed to already-visited or already-left; and a service information distribution unit 60 for distributing service information to a contact address of an object customer selected based on the information of the reservation DB 41 and the customer DB 42.SELECTED DRAWING: Figure 2

Description

  The present invention relates to a customer management device and a customer management system including the same, and more particularly to a customer management device that manages information related to a customer who has accepted a reservation at a restaurant or the like and a management system including the customer management device.

  2. Description of the Related Art Conventionally, restaurants and other restaurants have adopted a membership system in which customers who come to the store are registered as members and manage customer personal information with computers. In restaurants that adopt the membership system, various incentives for members are established to promote customer reuse and increase satisfaction.

  As a management system that manages various preferential treatment systems for such members, for example, there is one described in Patent Document 1. In the customer management system described in Patent Document 1, a membership card (ID card) is issued to a customer of a facility (restaurant), and the customer is registered as a member in the computer. In addition, a guest service that gives a predetermined service to customers whose total score is above the standard by accumulating points based on the number of usages and usage fees of the registered customer facilities, In addition to the guest service, in addition to the guest service, a prime service that provides a predetermined service for each store use to a customer who has exceeded the annual score standard in the guest service, and more than the frequency standard and the annual score standard that are higher than the annual usage frequency standard in the prime service In addition to the guest service, service means comprising a VIP service that provides a predetermined service more than the prime service for each use is managed by a computer.

JP 2002-56173 A

  However, when various customer information is managed on the premise of a membership system using a membership card as in the customer management system described in Patent Document 1, there are the following problems.

  First, in addition to the operation costs related to the management of member information, costs such as the creation, issuance and management of membership cards are also required.

  Second, in order to enjoy the membership service, the member is required to carry and present a membership card when visiting the store. For members, such active actions can be cumbersome. In addition, if the member card is forgotten or lost at home or the like, the member needs to apply to the store in order to enjoy the member service. In response to the offer, the store side needs to check whether or not the customer is a member based on managed registration information. In addition, members often do not offer to the store to that effect. In that case, not only the member cannot enjoy the member service, but also the store visit record of the member is not properly registered, resulting in a loss on the store side, and the result of significantly losing the significance of the membership system.

  The present invention has been made based on the above matters, and its purpose is to provide a service based on an appropriate store visit history without requiring the customer to present information for identifying the customer at the store visit. It is an object of the present invention to provide a customer management device that can be used and a management system including the same.

  The present application includes a plurality of means for solving the above-mentioned problems. To give an example, a customer information database in which information specifying a customer including customer contact information is stored as basic information, and reservation date and time information are provided. Stored information relating to store reservation is stored in association with the basic information stored in the customer information database as reservation information, and store visit status information indicating the store visit status of the reserved customer is associated with the reservation information. It is determined whether the reservation information database to be stored and the contact information of the reserved customer input at the time of reservation reception are stored in the customer information database, and if not stored in the customer information database, Basic information registration for newly registering the input contact information as the basic information in the customer information database A store visit status information changing unit that changes the store visit status information stored in the reservation information database based on an input from a store terminal or a POS system operated by a store clerk of the store, and the store visit status information change Based on the change of the store visit status information to the store completed or closed store by the department, the store visit date information of the store visit customer whose store visit status information has been changed is associated with the basic information of the store visit customer as the store visit history information. The store visit history information registration unit to be registered in the information database, and the target customer is selected from the customers based on at least one of the information stored in the customer information database and the information stored in the reservation information database, Identified by contact information stored in customer information database Characterized in that it comprises a service information distribution unit that distributes the service information to contact the serial target customer.

  According to the present invention, when the contact information of the reserved customer is not stored in the customer information database, the contact information is automatically registered in the customer information database, so that the customer performs an active operation. At the same time, the basic information of the customer can be registered in the same manner as when the membership system is adopted. In addition, the store visit history information of the customer whose store visit status information has been changed by changing the store visit status information in the reservation information database based on the input from the store terminal or the POS system operated by the store clerk. Is automatically registered in the customer information database, so that the visit history of the customer can be registered without omission even if the customer who has visited the store does not perform an active operation. Furthermore, since the service information is distributed to the customer selected based on the information in the reservation information database or the customer information database, the service can be provided to the customer based on an appropriate store visit history. That is, the store side can provide a service based on an appropriate store visit history without requiring the customer to present information for identifying the customer at the store visit.

It is a figure which shows the structure of 1st Embodiment of the customer management system containing the customer management apparatus of this invention. It is a block diagram which shows the function structure of the shop terminal and customer management server which comprise 1st Embodiment of the customer management system of this invention. It is a figure which shows an example of the reservation reception screen displayed on the shop terminal which comprises 1st Embodiment of the customer management system of this invention. It is a figure which shows an example of the reservation information screen displayed on the shop terminal which comprises 1st Embodiment of the customer management system of this invention. It is a figure which shows an example of the customer information screen displayed on the shop terminal which comprises 1st Embodiment of the customer management system of this invention. It is a figure which shows an example of the setting screen of the store visit status information displayed on the store terminal which comprises 1st Embodiment of the customer management system of this invention. It is a figure which shows an example of the table of the reservation information database which comprises a part of 1st Embodiment of the customer management apparatus of this invention. It is a figure which shows an example of the part regarding the customer's basic information among the tables of the customer information database which comprises a part of 1st Embodiment of the customer management apparatus of this invention. It is a figure which shows an example of the part regarding a customer visit history information and eating history information among the tables of the customer information database which comprises a part of 1st Embodiment of the customer management apparatus of this invention. It is a figure which shows an example of the service information which the 1st delivery part of the service information delivery part which comprises a part of 1st Embodiment of the customer management apparatus of this invention delivers. It is a flowchart which shows an example of the process at the time of the reservation reception in 1st Embodiment of the customer management system of this invention. It is a flowchart which shows an example of the process from the visit to the store after leaving in the 1st Embodiment of the customer management system of this invention. It is a flowchart which shows another example of the process from the visit to the store after leaving in the 1st Embodiment of the customer management system of this invention. It is a flowchart which shows an example of the process at the time of reservation cancellation in 1st Embodiment of the customer management system of this invention. It is a figure which shows the structure of 2nd Embodiment of the customer management system containing the customer management apparatus of this invention. It is a block diagram which shows the function structure of the reservation site management server and customer management server which comprise a part of 2nd Embodiment of the customer management system of this invention. It is a flowchart which shows an example of the process at the time of the reservation reception in 2nd Embodiment of the customer management system of this invention. It is a flowchart which shows an example of the process at the time of reservation cancellation in 2nd Embodiment of the customer management system of this invention.

Hereinafter, embodiments of a customer management apparatus and a customer management system of the present invention will be described with reference to the drawings.
[First Embodiment]
First, the configuration of a first embodiment of a customer management system including a customer management apparatus according to the present invention will be described with reference to FIG. FIG. 1 is a diagram showing a configuration of a first embodiment of a customer management system including a customer management apparatus of the present invention.

  In FIG. 1, a customer management system 1 manages a store terminal 10 used in each of a plurality of restaurants that accepts reservations, information on reservations received by each store, information on reserved customers, and the like. A customer management server 40 is provided as a customer management device that can provide various services. Each store terminal 10 and the customer management server 40 are connected via a communication network N, and are configured to be able to exchange various types of information with each other. Examples of the communication network N include the Internet, a LAN, a corporate network, a mobile communication network, and WiFi (Wireless Fidelity), and may be wireless or wired.

  The store terminal 10 is a terminal device including a display device and an input device, and is, for example, a portable terminal device such as a tablet terminal, a PDA (personal digital assistant), or a notebook personal computer. The store terminal 10 is configured to be able to input and select various types of information through operations of store clerk, and to transmit the input or selected information to the customer management server 40.

  The customer management server 40 is constituted by, for example, a computer, and a server function is realized by a predetermined program operating on the computer. The customer management server 40 may be composed of a single computer or a plurality of computers distributed on the communication network N.

  The customer management server 40 is connected to the customer terminal 100 via the communication network N, and is configured to be able to communicate with the customer terminal 100. The customer terminal 100 is a terminal device used by a customer, and is, for example, a mobile phone, a personal computer, a tablet terminal, a PDA (personal digital assistant) or the like.

  Further, the customer management server 40 is connected to the POS system 110 of the restaurant via the communication network N, and is configured to exchange various information with the POS system 110. The POS system 110 includes a POS terminal (not shown) used in a store. For example, various information can be input via the POS terminal by a store clerk's operation, and various types of information are displayed. is there. The POS terminal performs accounting processing based on various input information. The POS system 110 manages the accounting amount accounted for by the POS terminal as accounting information, and manages various information including order information such as menus input via the POS terminal as eating information.

  Next, the functional configuration of the store terminal that constitutes a part of the first embodiment of the customer management system of the present invention will be described with reference to FIG. FIG. 2 is a block diagram showing a functional configuration of the store terminal and the customer management server constituting the first embodiment of the customer management system of the present invention.

  In FIG. 2, the store terminal 10 includes, for example, a screen display control unit 11, a reservation information transmission unit 13, a store visit status change information transmission unit 15, and an additional information transmission unit 21.

  The screen display control unit 11 performs a predetermined operation by a store clerk to perform a reservation operation, a reservation reception screen for receiving a store reservation, and a store reservation stored in a later-described reservation information database 41 of the customer management server 40. Various screens such as a reservation information screen including various information (reservation information described later) and a customer information screen including various information (customer information described later) related to a customer stored in a customer information database 42 described later of the customer management server 40 It is displayed on a display device. For example, the screen display control unit 11 transmits a reservation information screen display request to the customer management server 40 and acquires the reservation information returned as a response to the reservation information screen including the reservation information. To display. In this case, store identification information (store ID to be described later) is included in the display request so that the store using the store terminal 10 that has made the display request can be identified. In addition, a customer information screen display request is transmitted to the customer management server 40, and the customer information returned as a response is acquired to display the customer information screen including the customer information on the display device.

  The reservation reception screen, the reservation information screen, the customer information screen, etc. can be designed arbitrarily. An example of these screens will be described with reference to FIGS. FIG. 3 is a diagram showing an example of a reservation reception screen displayed on the store terminal constituting the first embodiment of the customer management system of the present invention, and FIG. 4 is the first embodiment of the customer management system of the present invention. The figure which shows an example of the reservation information screen displayed on the shop terminal which comprises A, FIG. 5: shows an example of the customer information screen displayed on the shop terminal which comprises 1st Embodiment of the customer management system of this invention. FIG. 6 and FIG. 6 are diagrams showing an example of a store visit status information setting screen displayed on the store terminal constituting the first embodiment of the customer management system of the present invention.

  As shown in FIG. 3, for example, the reservation reception screen has an input frame for inputting information on the reservation date and the number of reservations. In addition, it has an input frame for inputting information on the name and contact information (for example, mobile phone number) of the customer to be reserved and other information. Each input frame is a graphical user interface (GUI) that can be operated by a store clerk.

  As shown in FIG. 4, for example, the reservation information screen displays information related to a reservation for a specific day. The horizontal axis represents the time from opening to closing, and the vertical axis represents each table arranged in the store. For each table, a Gantt chart is displayed in the time zone in which the reservation is made, and information such as the name of the customer who made the reservation and the number of reservations is displayed in the Gantt chart. Each Gantt chart is a GUI that can be operated by a store clerk.

  For example, as shown in FIG. 5, the customer information screen displays a list of customers in a store that uses the store terminal 10 and information related to one customer selected from the customer list. . Information to be displayed includes the customer's name, phone number, gender, availability of questionnaires and DM service information, store visit history, notes written by store staff, birthdays and other anniversary, favorite and disliked items Etc. Some frames on the customer information screen are GUIs that can be specified and operated by the store clerk. For example, additional customer information (birthday, memorial) Date, DM transmission possibility, favorite thing, disliked thing, etc.) can be entered.

  The screen display control unit 11, for example, allows the store clerk to input the reservation date / time and the number of reservations via the reservation reception screen shown in FIG. A reservable Gantt chart (in FIG. 4, a filled Gantt chart) different from the reserved Gantt chart is displayed in the reservable table frame on the reservation information screen shown in FIG. When the clerk selects the Gantt chart that can be reserved, it is possible to input the identification information (table ID described later) of the reservation table, which is one of information related to the store reservation.

  Further, the screen display control unit 11 performs customer operation on the reserved Gantt chart displayed on the reservation information screen illustrated in FIG. 4, for example, so that the customer information of the customer corresponding to the Gantt chart is displayed. The screen is configured to be displayed on a display device.

  Furthermore, the screen display control unit 11 is configured to display a setting screen that allows the store clerk to input store visit status information indicating the store visit status of the reserved customer by performing a predetermined operation. Yes. Visit status information includes waiting for a visit that indicates that the reserved customer is waiting to visit, a store that indicates that the reserved customer has visited, a store that indicates that the reserved customer did not visit, and a visit that did not come For example, the customer has left the store to indicate that the store has been closed, and the reservation is canceled to indicate that the store reservation is cancelled. For example, as shown in FIG. 6, when the store clerk performs a pressing operation and a predetermined operation on one of the reserved Gantt charts displayed on the reservation information screen, a setting screen for inputting store visit status information is popped up. . In the store terminal 10, when the store clerk selects one of the items on the setting screen as “stored”, “not visited”, “quitted”, or “cancellation of reservation”, the information can be input.

  Returning to FIG. 2, the reservation information transmission unit 13 of the store terminal 10 is input by a store clerk operation via a reservation reception screen (for example, FIG. 3) or a reservation information screen (for example, FIG. 4) displayed on the display device. Various kinds of information (reservation information to be described later) related to the reservation of the store are received, and the received reservation information is transmitted to the customer management server 40.

  The store visit status change information transmission unit 15 of the store terminal 10 receives the change information of the store visit status information input by the operation of the store clerk through the setting screen displayed on the display device, and the received change information of the store visit status information This information is transmitted to the customer management server 40 together with a reservation ID described later associated with the change information. In this embodiment, the store visit status change information transmission unit 15 includes a store change information transmission unit 16, a store change information transmission unit 17, a store change information transmission unit 18, and a reservation cancellation change information transmission unit. 19.

  The store visit change information transmission unit 16 receives the change information of the store visit status information input by the operation of the store clerk through the setting screen (for example, FIG. 6) displayed on the display device, and receives the store visit status Information for changing the information to the store has been transmitted to the customer management server 40 together with a later-described reservation ID associated with the information.

  The no-visit store change information transmission unit 17 receives the change information indicating that the store visit status information input by the operation of the store clerk through the setting screen (for example, FIG. 6) displayed on the display device has been received, and the received visit status The information for changing the information to no store visit is transmitted to the customer management server 40 together with a later-described reservation ID associated with the information.

  The closed change information transmitting unit 18 receives and receives change information indicating that the store visit status information input by the operation of the store clerk is set via the setting screen (for example, FIG. 6) displayed on the display device. The change information of the store visit status information indicating that the store has been closed is transmitted to the customer management server 40 together with a later-described reservation ID associated with the information.

  The reservation cancellation change information transmission unit 19 receives the change information to change the reservation cancellation of the store visit status information input by the operation of the store clerk via the setting screen (for example, FIG. 6) displayed on the display device, and receives the store visit status Information for changing the information to reservation cancellation is transmitted to the customer management server 40 together with a reservation ID (to be described later) associated with the information.

  The additional information transmission unit 21 receives additional customer information input by a store clerk operation via a customer information screen (for example, FIG. 5) displayed on the display device, and associates the received additional customer information with the customer. It is transmitted to the customer management server 40 together with the customer ID described later.

  Next, the functional configuration of the customer management server that constitutes a part of the first embodiment of the customer management system of the present invention will be described with reference to FIG. 2, FIG. 7, FIG. 8A, FIG. FIG. 7 is a diagram showing an example of a reservation information database table constituting a part of the first embodiment of the customer management apparatus of the present invention, and FIG. 8A is a diagram of the first embodiment of the customer management apparatus of the present invention. FIG. 8B is a diagram showing an example of a part related to basic customer information in a table of a customer information database constituting a part; FIG. 8B is a diagram of a customer information database constituting part of the first embodiment of the customer management apparatus of the present invention; The figure which shows an example of the part regarding a customer visit history information and eating history information in a table, FIG. 9: 1st delivery of the service information delivery part which comprises a part of 1st Embodiment of the customer management apparatus of this invention It is a figure which shows an example of the service information which a part delivers.

  In FIG. 2, the customer management server 40 includes a reservation information database (hereinafter referred to as reservation DB) 41, a customer information database (hereinafter referred to as customer DB) 42, a screen information processing unit 44, a reservation information registration unit 46, The store visit status information changing unit 48, the customer information registering unit 54, the service information distributing unit 60, and the POS information processing unit 66 are provided.

  In the reservation DB 41, various types of information regarding reservations of a plurality of stores are stored as reservation information. As shown in FIG. 7, for example, the reservation information includes a store ID, a reservation date and time, the number of reservations, a table ID, a mobile phone number, and the like. The store ID is identification information for identifying a plurality of stores, and different information is attached to each store. The table ID is identification information for identifying a plurality of tables arranged in each store, and different information is attached to each table. The mobile phone number is contact information acquired at the time of accepting the reservation. These various types of information are registered in the reservation DB 41 in association with the reservation ID assigned for each reservation and basic information (customer ID or customer contact information) described later stored in the customer DB 42.

  Further, as shown in FIG. 7, the reservation DB 41 stores the store visit status information described above in addition to the reservation information. As described in the explanation of the store terminal 10, the store visit status information indicates the store visit status of the reserved customer, and any one of waiting for store visit, visited store, no store visit, closed store, canceling reservation, etc. Stored. The store visit status information is registered in association with the reservation information when the reservation information is registered in the reservation DB 41. The initial state of the store visit status information at the time of registration of reservation information is waiting for a store visit.

  The reservation DB 41 is configured such that these various types of information can be taken out using a reservation ID, a store ID, a mobile phone number, etc. as keys as necessary.

  Returning to FIG. 2, the customer DB 42 stores various types of information related to the customer as customer information. The customer information includes basic information for identifying the customer, customer visit history information, and customer eating history information.

  As shown in FIG. 8A, for example, the basic customer information includes a mobile phone number and email address as customer contact information, and customer name information. The customer contact information is generated based on the contact information of the reserved customer acquired at the time of reservation reception. The name information is generated based on the name information of the reserved customer acquired at the time of reservation reception. These various types of information are registered in the customer DB 42 in association with the customer ID assigned to each customer.

  As shown in FIG. 8B, for example, the customer visit history information includes a store ID, a visit date and time, and the number of visitors. The store ID is identification information for specifying the store that visited the store. The visit date / time information is information indicating the date and time when the customer visited the store. The store visit history information is registered in the customer DB 42 in association with the customer ID (customer basic information) and the reservation ID (reservation information).

  As shown in FIG. 8B, for example, the customer's eating history information includes an accounting amount and order information as accounting information. The accounting information is the amount of money that the customer who visited the store has processed for accounting at the store, and is information input from the POS system 110. The order information is information that is input from the POS system 110, such as dishes and drinks ordered by customers who have visited the store. These various types of information are registered in the customer DB 42 in association with the customer ID (customer basic information) and reservation ID (reservation information) of the customer who visited the store.

  The customer DB 42 is configured such that these various types of information can be taken out using a customer ID, a mobile phone number, a reservation ID, etc. as keys as necessary.

  Returning to FIG. 2, the screen information processing unit 44 of the customer management server 40 sends the reservation information and the store visit status information stored in the reservation DB 41 to the store terminal 10 in response to the display request for the reservation information screen from the store terminal 10. To be sent. At this time, the screen information processing unit 44 extracts and transmits only the reservation information and the store visit status information regarding the store using the store terminal 10 that has requested display from the reservation DB 41. The screen information processing unit 44 transmits the corresponding customer information stored in the customer DB 42 to the store terminal 10 in response to a display request for the customer information screen from the store terminal 10.

  The reservation information registration unit 46 receives reservation information from a basic information registration unit 55 described later, and registers the received reservation information in the reservation DB 41. Specifically, for example, the reservation information registration unit 46 assigns a different reservation ID to each received reservation information, the reservation ID to which the reservation information is assigned, and the basic information of the reserved customer stored in the customer DB 42 The association is registered in the reservation DB 41.

  The store visit status information changing unit 48 changes the store visit status information stored in the reservation DB 41 based on the store visit status information change information transmitted from the store terminal 10 or the POS system 110. In the present embodiment, the store visit status information changing unit 48 includes a store visited change processing unit 49, a no store visited change processing unit 50, a store exited change processing unit 51, and a reservation cancellation change processing unit 52. Yes.

  The store visit change processing unit 49 receives the change information of the store visit status information transmitted from the store terminal 10 to the store visit completed, and changes the store visit status information stored in the reservation DB 41 to store visit completed. In addition, the change information indicating that the store visit status information transmitted from the POS system 110 is changed to the store visited status is received via the POS information processing unit 66 described later, and the store visit status information stored in the reservation DB 41 is changed to the store visited status. is there.

  The no-visit store change processing unit 50 receives the change information of the visit status information transmitted from the store terminal 10 to no-visit store and changes the visit status information stored in the reservation DB 41 to no visit. Further, change information indicating that the store visit status information transmitted from the POS system 110 is changed to “no store visit” is received via the POS information processing unit 66 described later, and the store visit status information stored in the reservation DB 41 is changed to “no store visit”. is there.

  The closed store change processing unit 51 receives the change information of the store visit status information transmitted from the store terminal 10 to the store closed status, and changes the store visit status information stored in the reservation DB 41 to the store closed. . In addition, the change information indicating that the store visit status information transmitted from the POS system 110 is changed to the closed store is received via the POS information processing unit 66 described later, and the store visit status information stored in the reservation DB 41 is changed to the store closed status. Is.

  Furthermore, after changing the store visit status information to the store exit status, the store exit change processing unit 51 outputs the change information of the store visit status information to the store exit to the first delivery unit 61 described later of the service information delivery unit 60. To do.

  The reservation cancellation change processing unit 52 receives the change information for the reservation cancellation of the store visit status information transmitted from the store terminal 10 and changes the store visit status information stored in the reservation DB 41 to the reservation cancellation. Also, change information for canceling reservation of the store visit status information transmitted from the POS system 110 is received via a POS information processing unit 66 described later, and the store visit status information stored in the reservation DB 41 is changed to reservation cancel. is there.

  Further, the reservation cancellation change processing unit 52 changes the store visit status information to reservation cancel, and then outputs the change information of the store visit status information to the reservation cancel to the second distribution unit 62 described later of the service information distribution unit 60. is there.

  The customer information registration unit 54 registers various information related to customers in the customer DB 42 as customer information based on information transmitted from the store terminal 10 and the POS system 110. In the present embodiment, a basic information registration unit 55, a store visit history information registration unit 56, an accounting / dining information registration unit 57, and an additional information registration unit 58 are provided.

  When the reservation customer is a new customer, the basic information registration unit 55 newly registers information for specifying the reservation customer in the customer DB 42. Specifically, the basic information registration unit 55 accepts reservation information transmitted from the store terminal 10, and information specifying the reservation customer among the received reservation information, that is, contact information and name information of the reservation customer is the customer. It is determined by searching the customer DB 42 whether it is stored in the DB 42.

  If the information is not stored in the customer DB 42 as a result of the determination, customer contact information and name information as customer basic information are generated from the contact information and name information of the reservation customer, and a customer ID is generated. Assign one. The basic information of the generated customer is newly registered in the customer DB 42 in association with the assigned customer ID. Furthermore, the reservation information received from the store terminal 10 is output to the reservation information registration unit 46 in association with the basic information of the newly registered customer.

  On the other hand, when the contact information and name information of the reservation customer are stored in the customer DB 42, the basic information registration unit 55 sets the reservation information received from the store terminal 10 as the basic information of the customer already registered. The information is output to the reservation information registration unit 46 in association.

  The store visit history information registration unit 56 uses the store visit date information of the customer whose store visit status information has been changed based on the change of the store visit status information to the store completed and the store closed by the store visit status information changing unit 48 as the basic information of the customer. It is associated and registered in the customer DB 42 as store visit history information.

  The accounting / dining information registration unit 57 registers the accounting information and eating information in the customer DB 42 in association with the customer ID (basic customer information) based on the accounting information and eating information transmitted from the POS system 110. . Specifically, for example, the accounting / dining information registration unit 57 receives accounting information and eating information from a POS information processing unit 66 described later, and registers the received accounting information and eating information in the customer DB 42. For example, a customer ID or a reservation ID is added to the accounting information and the dining information from the POS system 110.

  The additional information registration unit 58 receives the additional information of the customer transmitted from the additional information transmission unit 21 of the store terminal 10, and registers the received additional information in the customer DB 42 in association with the customer ID (customer basic information). is there.

  The service information distribution unit 60 selects a target customer from among customers based on at least one of information stored in the customer DB 42 and information stored in the reservation DB 41, and contacts information stored in the customer DB 42 The service information of the store is distributed to the contact information of the target customer specified by. In the present embodiment, a first distribution unit 61 and a second distribution unit 62 are provided.

  The first distribution unit 61 selects the customer whose store visit status information has been changed as the target customer when the store visit status information is changed to the store exit status by the store visit status information change unit 48 and stores the customer in the customer DB 42. The distribution time is set based on the visit history information of the target customer, and the service information of the store is distributed to the contact information (customer terminal 100) of the target customer at the set distribution time. Specifically, the first distribution unit 61 receives the change information of the store visit status information from the store exit change processing unit 51 to the store exit status, and based on the customer information associated with the received store visit status information A customer is selected, and the contact information (for example, a mobile phone number) of the target customer stored in the customer DB 42 is specified as a distribution destination of service information. In addition, the first distribution unit 61, for example, based on the visit date and time information of the target customer registered in the customer DB 42 by changing the store visit status information to “closed”, displays the service information after a predetermined time has elapsed since the target customer left the store. Delivery time can be set to deliver. Further, based on the visit history information of the target customer stored in the customer DB 42, the delivery time can be set so that the service information is delivered when the number of visits reaches a predetermined number.

  As service information, as shown in FIG. 9, there is a list of thanks to customers who visit us, questionnaires regarding evaluations of store atmosphere, cuisine, customer service, etc., DM, etc. that promotes reuse of customers and improves satisfaction. It is done. The contents of the store service information are preferably set based on the visit history information (number of visits) of the target customer, the dining information, and the accounting information stored in the customer DB 42.

  Returning to FIG. 2, when the first distribution unit 61 distributes service information requesting an answer such as a questionnaire, the customer management server 40 receives the response information transmitted from the customer terminal 100 of the customer and stores it in the customer DB 42. An answer registration unit 64 for registration is further provided. In this case, the customer management server 40 can further include an answer information analysis unit (not shown) that aggregates and analyzes the answer information of the questionnaire stored in the customer DB 42. Based on the analysis result of the response information of the questionnaire by the response information analysis unit, the store side can promote the reuse of the customer and improve the satisfaction.

  When the store visit status information is changed to reservation cancellation by the store visit status information changing unit 48, the second distribution unit 62 selects a target customer based on various information stored in the customer DB 42 and predetermined conditions set in advance. The vacant seat information indicating the vacant seat of the store generated by selecting and changing the store visit status information to the reservation cancellation is distributed to the contact information (customer terminal 100) of the target customer. Specifically, the second distribution unit 62 receives the change information of the reservation status information from the reservation cancellation change processing unit 52 to the reservation cancellation, and reservation information (reservation date information and store information associated with the received store visit status information). ID) and a predetermined condition (search condition) set in advance, the store visit history information, eating history information, and customer additional information in the customer DB 42 are searched to select a target customer. As a search condition, for example, it is possible to set a case where the number of visits (store visit history information) to a store whose reservation has been canceled (store ID of reservation information) is a predetermined number or more. The degree of interest in the store can be estimated based on the number of visits. Further, as a search condition, a time interval between the most recent visit date (store history information) and the canceled reservation date (reservation date / time information of reservation information) to a store whose reservation has been canceled (store ID of reservation information). The case where it is more than a predetermined period can be set. If a certain period of time has passed since the most recent visit, there is a possibility that a potential store motive may be aroused by receiving vacant seat information. Further, as a search condition, it is possible to set a case where the canceled reservation date (reservation date / time information of reservation information) is an anniversary (additional information of the customer). It is also possible to set a case where the accounting amount (food history information) at the store where the reservation is canceled (store ID of the reservation information) is equal to or greater than a predetermined value. Furthermore, it becomes possible to select a more appropriate customer by combining these search conditions.

  The POS information processing unit 66 identifies a POS system linked to the customer management system 1 and transmits / receives various information to / from the POS system 110. Specifically, first, in response to a reservation information browsing request from the POS system 110, the reservation information and store visit status information stored in the reservation DB 41 are transmitted to the POS system 110. Secondly, the change information of the store visit status information transmitted from the POS system 110 is received, and the received change information of the store visit status information is output to the store visit status information changing unit 48. Third, the accounting information and eating information transmitted from the POS system 110 are received, and the received accounting information and eating information are output to the accounting / dining information registration unit 57.

  Next, an example of the operation at the time of reservation reception in the first embodiment of the customer management system of the present invention will be described with reference to FIGS. FIG. 10 is a flowchart showing an example of processing at the time of reservation reception in the first embodiment of the customer management system of the present invention. In this embodiment, it is assumed that a store clerk accepts a reservation by telephone from a customer.

  10, the screen display control unit 11 of the store terminal 10 shown in FIG. 2 displays a reservation reception screen (see FIG. 3) or a reservation information screen (see FIG. 4) as a display device by an operation of the store clerk to the store terminal 10. Display (step S1). Next, through the reservation reception screen and the reservation information screen, the reservation date and time, the number of reservations, the reservation table identification information (table ID), the name of the reservation customer, and the mobile phone number as the contact information of the reservation customer by the operation of the store clerk When the information related to the reservation is input, the reservation information transmitting unit 13 of the store terminal 10 transmits the input information as the reservation information to the customer management server 40 (step S2).

  The basic information registration unit 55 of the customer management server 40 shown in FIG. 2 accepts the reservation information transmitted from the reservation information transmission unit 13 of the store terminal 10, and the basic information registration unit 55 receives the contact information and the name of the received reservation information. It is determined by searching the customer DB 42 whether or not the information is stored in the customer DB 42 (step S11).

  As a result of the determination, if the contact information and name information are not stored in the customer DB 42 (in the case of NO), the basic information registration unit 55 uses the contact information and name information of the reservation information as customer information. Customer contact information and name information are generated, and the generated customer information is associated with the assigned customer ID and newly registered in the customer DB 42 (see FIG. 8A) (step S12). Furthermore, the basic information registration unit 55 outputs the received reservation information to the reservation information registration unit 46 in association with the newly registered customer information.

  On the other hand, when the contact information and the name information of the reservation information are stored in the customer DB 42 in step S11 (in the case of YES), the basic information registration unit 55 stores the received reservation information in the customer DB 42. The information is output to the reservation information registration unit 46 in association with the basic information of the customer.

  Next, the reservation information registration unit 46 receives reservation information from the basic information registration unit 55, and the reservation information registration unit 46 registers the received reservation information in the reservation DB 41 (step S13). Specifically, when receiving the reservation information, the reservation information registration unit 46 assigns one reservation ID for each received reservation information. The received reservation information is registered in the reservation DB 41 in association with the reservation ID to which various information is assigned and the basic information of the reserved customer (see FIG. 7). At this time, waiting for a visit is registered as an initial setting in the visit status information associated with the registered reservation information.

  Thus, in this Embodiment, when reservation is received by telephone in a store, when reservation information is input from the store terminal 10 by operation of a store clerk, the customer management server 40 is included in the reservation information. If the contact information and the name information to be stored are not stored in the customer DB 42, the information is automatically registered in the customer DB 42 as basic customer information. Therefore, the store can register the basic information (information for identifying the customer) of the customer without issuing a membership card to the customer, as in the case of adopting the membership system. Costs such as card creation, issuance and management are unnecessary. Further, since the customer's basic information is automatically registered in the customer management server 40 based on the information transmitted to the store at the time of reservation, the customer side performs an active operation such as application for membership registration. At the same time, customer service can be enjoyed from the store side.

  Next, an example of the operation from the visit of the reserved customer to the end of the store in the first embodiment of the customer management system of the present invention will be described with reference to FIGS. FIG. 11 is a flowchart showing an example of processing from the store visit to the after store exit in the first embodiment of the customer management system of the present invention. In this description, a case will be described in which change information of store visit status information is input from the store terminal 10 to the customer management server 40.

  When the reserved customer visits the store, the screen display control unit 11 of the store terminal 10 shown in FIG. 2 displays the reservation information screen or the setting screen as a display device of the store terminal 10 by the operation of the store clerk at the store terminal 10 in FIG. It is displayed (step S21). Next, when change information for changing the store visit status information to the store visited status is input through the setting screen (see FIG. 6) by the operation of the store clerk, the store visit change information transmitting unit 16 of the store terminal 10 is input. The change information indicating that the store visit status information has been visited is transmitted to the customer management server 40 (step S22).

  Change information sent to the store terminal 10 from the store terminal 10 is received by the visited change processing unit 49 of the visit status information changing unit 48 of the customer management server 40 shown in FIG. 2, and the changed information received by the visited change processing unit 49 is received. The store visit status information stored in the reservation DB 41 (see FIG. 7) is changed to store visited (step S31).

  Thereafter, when the customer finishes the accounting process and leaves the store, the screen display control unit 11 of the store terminal 10 displays the reservation information screen and the setting screen on the display device by the operation of the store clerk to the store terminal 10 (step S23). . Next, when change information for changing the store visit status information to “closed” is input via the setting screen (see FIG. 6) by the operation of the store clerk, the closed change information transmission unit 18 of the store terminal 10 The input change information of the store visit status information is sent to the customer management server 40 (step S24).

  The change information 51 indicating that the store has been changed is transmitted from the store terminal 10 and the change processing unit 51 of the customer management server 40 receives the change information 51. The change processing unit 51 has already changed the reservation DB 41 based on the received change information (see FIG. 7). The store visit status information stored in () is changed to “Closed” (step S32). The closed store change processing unit 51 that changed the store visit status information outputs the received change information of the store visit status information to the store closed to the first distribution unit 61 of the service information distribution unit 60.

  When the store visit status information stored in the reservation DB 41 is changed from the store visited to the store closed by the store exit change processing unit 51, the store visit history information registration unit 56 changes the store visit status information and changes the store visit status. Based on the reservation information associated with the information, store visit date / time information of the customer whose store visit status information has been changed is generated, and the generated store visit date / time information is associated with the basic information of the customer and registered in the customer DB 42 as store visit history information. (Step S33).

  When the store visit status information stored in the reservation DB 41 is changed to the store exited by the store exit change processing unit 51, the first delivery unit 61 of the service information delivery unit 60 changes the store visit status information. A customer is selected as a service information delivery target person (target customer), and service information delivery time is set based on the visit history information of the target customer stored in the customer DB 42 (step S34). Specifically, the first distribution unit 61 receives change information indicating that the store visit status information has been closed from the store exit change processing unit 51, and based on the customer information associated with the received store visit status information, And the contact information of the target customer stored in the customer DB 42 is specified as the distribution destination of the service information. Also, the delivery time is set based on, for example, the customer's store exit time when the store visit status information is changed to the store exit status.

  After the customer leaves the store, the screen display control unit 11 of the store terminal 10 displays the customer information screen on the display device by the operation of the store clerk to the store terminal 10 (step S25). Next, when the customer additional information is input via the customer information screen (see FIG. 5) by the operation of the store clerk, the additional information transmitting unit 21 of the store terminal 10 stores the added customer additional information as the customer management server. 40 (step S26).

  The additional information registration unit 58 of the customer management server 40 receives the additional customer information transmitted from the store terminal 10, and the additional information registration unit 58 associates the received additional customer information with the customer ID (customer basic information). Register in the DB (step S35).

  Thereafter, when the delivery time set in step S34 is reached, the service information (SMS) is sent to the contact (for example, mobile phone number) of the target customer identified in step S34 by the first delivery unit 61 of the service information delivery unit 60. ) Is distributed (step S36). At this time, the first distribution unit 61 can change the contents of the service information to be distributed based on the visit history information and additional information of the target customer stored in the customer DB 42.

  As described above, in the present embodiment, when the store visitor's operation inputs the change information of the store visit status information indicating that the store visit status has been visited or closed, the customer management server 40 stores in the reservation DB 41. The store visit status information is automatically changed to the store visited and the store exited, and the customer visit history information is automatically generated based on the change to the store visited and the store exited and registered in the customer DB 42. For this reason, the store side can appropriately register the customer's store visit history without omission, without requiring the customer to perform an active operation such as presenting a membership card. In addition, by forgetting or losing the membership card at home or the like, a situation in which the customer's visit history is not registered can be avoided. Therefore, the store side can provide the customer with a service based on an appropriate store visit history without requesting the customer to present information identifying himself / herself at the store visit. On the other hand, since the customer side is not required to perform an active operation such as presenting a membership card in order to enjoy customer service, there is no troublesome work. In addition, customer service cannot be enjoyed due to forgotten or lost membership cards.

  In the present embodiment, when the change information indicating that the store visit status information has been closed is input from the store terminal 10, the customer management server 40 is connected to the contact information (customer terminal 100) of the customer who has left the store. Automatically distributes the service information at the delivery time set based on the visit history information of the customer stored in the customer DB 42, so that the customer service can be provided to the customer who visited the store at an appropriate time. .

  Next, another example of the operation of the reserved customer in the first embodiment of the customer management system according to the present invention from the visit to the store after leaving the store will be described with reference to FIGS. FIG. 12 is a flowchart showing another example of the processing from the store visit to the store exit in the first embodiment of the customer management system of the present invention. In this example, a case will be described in which the customer management system 1 of the present embodiment is linked to the POS system 110, and the POS system 110 can transmit the change information of the store visit status information to the customer management server 40.

  When the reserved customer visits the store, in FIG. 12, the POS system 110 transmits, to the customer management server 40, the change information of the store visit status information to the store completed by the operation of the store clerk (step S41).

  Change information from the POS system 110 to the store visited status change unit 49 of the store visit status information change unit 48 of the customer management server 40 shown in FIG. Similarly to step S31 shown in FIG. 11, the unit 49 changes the store visit status information stored in the reservation DB 41 to the store visited based on the change information to the store visited (step S51).

  Thereafter, when the customer who has visited the store finishes the accounting processing by the POS system 110, the POS system 110 transmits the accounting information and eating information of the customer for which accounting processing has been performed to the customer management server 40 (step S42). Further, the POS system 110 transmits, to the customer management server 40, the change information of the store visit status information to the store exited so as to change the store visit status information of the account processed customer to the store exited upon completion of the account processing. (Step S43).

  When the accounting information and eating information are transmitted from the POS system 110, the accounting / dining information registration unit 57 of the customer management server 40 receives the information via the POS information processing unit 66, and the accounting / dining information registration unit 57 receives the accounting information. And the eating information is associated with the customer ID (customer basic information) and registered in the customer DB 42 as eating history information (step S52).

  When the change information indicating that the store visit status information has been closed is transmitted from the POS system 110, the store exit change processing unit 51 of the store visit status information change unit 48 of the customer management server 40 passes through the POS information processing unit 66. In the same manner as in step S32 shown in FIG. 11, the store visit status information stored in the reservation DB 41 is changed to closed based on the change information indicating that the store has been closed (step S53).

  Subsequent steps S54, S55, and S56 are the same as steps S33, S34, and S36 shown in FIG.

  In step S56, the contents of the service information distributed by the first distribution unit 61 of the service information distribution unit 60 are stored in the customer DB 42 in addition to the customer visit history information and additional information stored in the customer DB 42. Can be changed using the accounting information and eating information.

  As described above, even when the change information of the store visit status information is input from the POS system 110 to the customer management server 40, the change information of the store visit status information is input from the store terminal 10 to the customer management server 40. Similar behavior is guaranteed. Further, since accounting information and eating information are input from the POS system 110 in addition to the change information of the store visit status information, the customer management server 40 registers the accounting information and eating information in the customer DB 42, thereby providing a service. Can be used to distribute information.

  Next, an example of the operation at the time of reservation cancellation in the first embodiment of the customer management system of the present invention will be described with reference to FIGS. FIG. 13 is a flowchart showing an example of processing at the time of canceling a reservation in the first embodiment of the customer management system of the present invention. In the present embodiment, it is assumed that the store clerk accepts reservation cancellation by telephone from the customer.

  In FIG. 13, the screen display control unit 11 of the store terminal 10 shown in FIG. 2 displays a reservation information screen and a setting screen on the display device by an operation of the store clerk to the store terminal 10 (step S <b> 61). Next, when change information for changing the store visit status information to reservation cancellation is input through the setting screen (see FIG. 6) by the operation of the store clerk, the reservation cancellation change information transmission unit 19 of the store terminal 10 is input. The change information for canceling the reservation of the store visit status information is transmitted to the customer management server 40 (step S62).

  The change information for reservation cancellation transmitted from the store terminal 10 is received by the reservation cancellation change processing section 52 of the store visit status information changing section 48 of the customer management server 40 shown in FIG. 2, and the reservation cancellation change processing section 52 receives the change information received. Based on the above, the store visit status information stored in the reservation DB 41 (see FIG. 7) is changed to reservation cancellation (step S71). The reservation cancellation change processing unit 52 that has changed the store visit status information outputs to the second distribution unit 62 of the service information distribution unit 60 the change information for changing the received store visit status information to the reservation cancellation.

  When the store visit status information stored in the reservation DB 41 is changed to reservation cancel by the reservation cancel change processing unit 52, the second distribution unit 62 of the service information distribution unit 60 is caused by the change of the store visit status information to the reservation cancel. The vacant seat information of the store is distributed to the contact (for example, mobile phone number) of the customer terminal 100 of the target customer selected according to the predetermined condition (step S72). Specifically, when receiving the change information for reservation cancellation from the reservation cancellation change processing unit 52, the second distribution unit 62 receives a predetermined condition (the number of visits is greater than or equal to the predetermined number, the accounting amount is greater than or equal to the predetermined amount, The store visit history information, the accounting information, and the dining information stored in the customer DB 42 are searched based on the most recent visit date over a predetermined period or the like, and the target customer is selected.

  Thus, in this embodiment, when reservation cancellation is received by telephone at a store, when change information is input from the store terminal 10 to reservation cancellation of store visit status information by a store clerk operation, the customer management server 40 Automatically selects a target customer to which service information is distributed based on customer information such as store visit history information stored in the customer DB 42. Further, the vacant seat information of the store generated by the change to the reservation cancellation is automatically distributed to the selected target customer. Since the customer visit history is registered in the customer DB 42 without omission, the target customer can be selected based on the appropriate visit history. That is, when the change information for the reservation cancellation is input to the customer management server 40, the vacant seat information generated by the change to the reservation cancellation is automatically distributed to the appropriate customer contact information. The probability that the vacant seats generated by the change to the cancellation will be filled increases, and it is not necessary to spend manual labor to distribute the vacant seat information. On the other hand, since the vacant seat information is distributed only to an appropriate target person, the customer side is not sent unnecessary information.

  According to the first embodiment of the customer management apparatus and customer management system of the present invention described above, when the contact information of the reserved customer is not stored in the customer DB 42, the contact information is automatically stored in the customer DB 42. Therefore, the basic information of the customer can be registered as in the case where the membership system is adopted, even if the customer does not actively perform the operation. In addition, the store visit status of the customer whose store visit status information has been changed by changing the store visit status information in the reservation DB 41 based on an input from the store terminal 10 or the POS system 110 operated by the store clerk. Since the information is automatically registered in the customer DB, the visit history of the customer can be registered without omission even if the customer who has visited the store does not perform an active operation. Furthermore, since the service information is distributed to the customer selected based on the information in the reservation DB 41 and the customer DB 42, the service can be provided to the customer based on an appropriate store visit history. That is, the store side can provide a service based on an appropriate store visit history without requiring the customer to present information for identifying the customer at the store visit.

  Further, according to the present embodiment, the customer management server 40 with respect to the customer terminal 100 of the customer who has left the store due to the input of the change information indicating that the store visit status information from the store terminal 10 or the POS system 110 has been closed. Since the service information can be automatically distributed at the distribution time set based on the visit history information of the customer who has left the store, the service can be provided to the customer at an appropriate time without manpower.

  Furthermore, according to the present embodiment, since the contents of the service information distributed to the customers who have left the store are set based on the store visit history information of the customers who have left the store, an appropriate service can be provided to the customers. it can.

  In addition, according to the present embodiment, the contents of the service information distributed to the customers who have left the store are set based on the customer's store visit history information and the accounting information and dining information of the customers who have left the store. Therefore, a more favorable service can be provided to the customer.

  In addition, according to the present embodiment, the customer management server 40 displays the vacancy information of the store generated by the reservation cancellation by the customer management server 40 by inputting the change information to the reservation cancellation of the store visit status information from the store terminal 10 or the POS system 110. Since it automatically distributes to the contact information of the target customer that is automatically selected based on the store visit history information stored in the DB 42, it is possible to provide an appropriate service to an appropriate customer without manpower. Can do.

  Furthermore, according to the present embodiment, the selection of target customers to distribute vacant seat information can be performed based on transaction information and eating information in addition to store visit history information stored in the customer DB 42. Service can be provided to appropriate customers.

[Second Embodiment]
Next, a second embodiment of the customer management apparatus and customer management system of the present invention will be described with reference to FIGS. First, the configuration of the second embodiment of the customer management system of the present invention will be described with reference to FIG. FIG. 14 is a diagram showing the configuration of the second embodiment of the customer management system including the customer management apparatus of the present invention. In FIG. 14, components common to the first embodiment are denoted by the same reference numerals as those in the first embodiment, and detailed description thereof is omitted.

  In addition to the configuration of the customer management system 1 (see FIG. 1) according to the first embodiment, the customer management system 1A according to the second embodiment shown in FIG. The reservation site management server 80 is provided as a reservation site management device for managing the reservation site. The reservation site management server 80 is constituted by, for example, a computer, and a server function is realized by a predetermined program running on the computer. The reservation site management server 80 may be composed of a single computer or a plurality of computers distributed on a network. The reservation site management server 80 and the customer management server 40A are connected via a communication network N, and are configured to be able to exchange various information with each other. Corresponding to the presence of the reservation site management server 80, the functional configuration of the customer management server 40A is partially changed. The changed part of the functional configuration of the customer management server 40A will be described later.

  Next, the functional configuration of the reservation site management server and the customer management server that constitute a part of the second embodiment of the customer management system of the present invention will be described with reference to FIG. FIG. 15 is a block diagram showing functional configurations of a reservation site management server and a customer management server that constitute a part of the second embodiment of the customer management system of the present invention. In FIG. 15, configurations common to the first embodiment are denoted by the same reference numerals as those in the first embodiment, and detailed description thereof is omitted.

  In FIG. 15, the reservation site management server 80 includes, for example, a screen display control unit 81, a site reservation information transmission unit 82, and a site reservation cancellation information transmission unit 83.

  The screen display control unit 81 of the reservation site management server 80 performs reservations for the customer stored in the reservation reception screen for accepting the reservation of the store or the reservation DB 41 of the customer management server 40A by the operation of the customer who uses the reservation site. Various screens such as a reservation information screen and a setting screen including information are displayed on the reservation site. For example, the screen display control unit 81 transmits a reservation information screen display request to the customer management server 40A, and acquires the reservation information returned as a response to the reservation information screen including the reservation information. To display.

  The site reservation information transmitting unit 82 of the reservation site management server 80 receives reservation information input by the customer via the reservation reception screen displayed on the reservation site, and transmits the received reservation information to the customer management server 40A. is there.

  The site reservation cancellation information transmitting unit 83 of the reservation site management server 80 receives reservation cancellation information indicating cancellation of a reservation input by the customer via the reservation information screen or setting screen displayed on the reservation site, and the received reservation cancellation information The information is transmitted to the customer management server 40A together with the reservation ID associated with the information.

  The customer management server 40A is configured to receive various information transmitted from the reservation site management server 80 and process the received information. Specifically, it is as follows.

  The screen information processing unit 44A of the customer management server 40A transmits reservation information from the reservation site management server 80 in addition to transmitting various information to the store terminal 10 in response to a display request from the store terminal 10 (see FIG. 2). In response to a screen display request, only the reservation information of the customer is extracted from the reservation DB 41 and transmitted to the reservation site management server 80.

  The reservation cancellation change processing unit 52A of the store visit status information changing unit 48A cancels the reservation of the store visit status information stored in the reservation DB 41 based on the change information to the reservation cancel of the store visit status information from the store terminal 10 or the POS system 110. In addition to changing to (see FIG. 2), based on the reservation cancellation information transmitted from the reservation site management server 80, the store visit status information stored in the reservation DB 41 is changed to reservation cancellation. The reservation cancellation change processing unit 52A outputs the reservation cancellation information to the second distribution unit 62 of the service information distribution unit 60 after changing the store visit status information to reservation cancellation as in the case of the first embodiment. It is.

  Further, the basic information registration unit 55A of the customer information registration unit 54A displays the contact information and name information when the contact information and name information included in the reservation information from the store terminal 10 are not stored in the customer DB 42. In addition to newly registering in the customer DB 42 as basic customer information (see FIG. 2), contact information and name information included in the reservation information transmitted from the reservation site management server 80 are not stored in the customer DB 42. In this case, the contact information and name information are newly registered in the customer DB 42 as basic customer information. When the contact information and the name information are stored in the customer DB 42, the basic information registration unit 55A, as in the case of the first embodiment, the customer information in which the received reservation information is already registered. To the reservation information registration unit 46.

  In the customer management server 40A according to the second embodiment shown in FIG. 15, the functional configuration other than the above is the same as the functional configuration of the customer management server 40 (see FIG. 2) according to the first embodiment. is there.

  Next, the operation at the time of reservation reception in the second embodiment of the customer management system of the present invention will be described with reference to FIG. FIG. 16 is a flowchart showing an example of processing at the time of reservation acceptance in the second embodiment of the customer management system of the present invention. In the present embodiment, it is assumed that a reservation is accepted from a reservation site.

  In FIG. 16, the screen display control unit 81 of the reservation site management server 80 shown in FIG. 15 displays a reservation reception screen on the reservation site in accordance with the operation of the customer (step S81). Next, when reservation information such as a reservation date and time, the number of reservations, the name of the reservation person, a mobile phone number or a mail address as a contact information is input through the reservation site by the operation of the customer, the reservation site management server 80 The site reservation information transmitter 82 transmits the input reservation information to the customer management server 40A (step S82).

The basic information registration unit 55A of the customer management server 40A shown in FIG. 15 accepts the reservation information transmitted from the site reservation information transmission unit 82 of the reservation site management server 80, and the basic information registration unit 55A is the contact information of the received reservation information. It is determined by searching the customer DB 4 whether or not the information and name information are stored in the customer DB 42 (step S11A). This step S11A is the same as step S11 in the first embodiment except that the reservation information is received from the reservation site management server 80. Steps S12 and S13 after the determination in step S11A are the same as those in the first embodiment, and thus the description thereof is omitted. In this embodiment, reservations are made at the reservation site. If accepted, if the reservation information received from the reservation site management server 80 is input to the customer management server 40A, the customer management server 40A does not store the contact information and name information included in the reservation information in the customer DB 42. In this case, the information is automatically newly registered in the customer DB 42 as basic customer information. Accordingly, as in the case of the first embodiment, the store side specifies the customer's basic information (customer) as in the case where the membership system is adopted without issuing a membership card to the customer. Information) can be registered, and costs such as creation, issuance, and management of membership cards are unnecessary. Further, since the customer's basic information is automatically registered in the customer management server 40 based on the information transmitted to the store at the time of reservation, the customer side performs an active operation such as application for membership registration. At the same time, customer service can be enjoyed from the store side.

  Next, the operation at the time of canceling a reservation in the second embodiment of the customer management system of the present invention will be described with reference to FIGS. FIG. 17 is a flowchart showing an example of processing at the time of canceling a reservation in the second embodiment of the customer management system of the present invention. In the present embodiment, it is assumed that reservation cancellation is accepted from the reservation site.

  In FIG. 17, the screen display control unit 81 of the reservation site management server 80 shown in FIG. 15 displays a reservation information screen including reservation information of the customer on the reservation site by a predetermined operation of the customer (step S91). Next, when reservation cancellation information is input through the reservation site by a customer's operation, the site reservation cancellation information transmission unit 83 of the reservation site management server 80 transmits the input reservation cancellation information to the customer management server 40A ( Step S92).

  The reservation cancellation change processing unit 52A of the customer management server 40A shown in FIG. 15 receives the reservation cancellation information transmitted from the reservation site management server 80, and the reservation cancellation change processing unit 52A receives the reservation DB 41 (FIG. 7) based on the received reservation cancellation information. The store visit status information stored in (Ref.) Is changed to reservation cancellation (step S71A). The reservation cancellation change processing unit 52A that has changed the store visit status information outputs the received reservation cancellation information to the second distribution unit 62 of the service information distribution unit 60. This step S71A is the same as step S71 in the first embodiment except that reservation cancellation information is received from the reservation site management server 80.

  When the store visit status information stored in the reservation DB 41 is changed to reservation cancellation by the reservation cancellation change processing unit 52A, the second distribution unit 62 of the service information distribution unit 60 is the same as in the first embodiment. Then, the vacant seat information of the store generated by the cancellation of the reservation is distributed to the customer terminal 100 of the target customer selected according to the predetermined condition (step S72).

  Thus, in this embodiment, when reservation cancellation is accepted at the reservation site, when reservation cancellation information is input from the reservation site management server 80, the customer management server 40A is stored in the customer DB 42. Target customers to whom service information is distributed are automatically selected based on customer information such as store visit history information. Further, the vacant seat information of the store generated by the change to the reservation cancellation is automatically distributed to the selected target customer. Accordingly, as in the case of the first embodiment, the vacant seat information generated by the reservation cancellation is automatically distributed to the appropriate customers, so that the store side is more likely to fill the vacant seat generated by the reservation cancellation. , It is not necessary to spend time in order to distribute the vacant seat information. On the other hand, since the vacant seat information is distributed only to an appropriate target person, the customer side is not sent unnecessary information.

  According to the second embodiment of the customer management device and the customer management system of the present invention described above, even if the reservation and cancellation of the reservation are accepted at the reservation site, the reservation and reservation from the customer's telephone at the store It is possible to obtain the same effect as that of the first embodiment that accepts the cancellation.

[Other embodiments]
The present invention is not limited to the first and second embodiments described above, and includes various modifications. The above-described embodiment has been described in detail for easy understanding of the present invention, and is not necessarily limited to the one having all the configurations described. For example, part of the configuration of one embodiment can be replaced with the configuration of another embodiment, and the configuration of another embodiment can be added to the configuration of one embodiment. Moreover, it is also possible to add, delete, or replace another configuration for a part of the configuration of each embodiment.

  For example, in the above-described embodiment, the store visit status information is changed to the store visit completed and the store exit completed, so that the store visit history information registration unit 56 changes the store visit status information stored in the reservation DB 41 to In this example, the store date and time information is registered in the customer DB 42 as store history information. However, it is also possible to configure the store visit history information registration unit so that the store visit date information is registered in the visitor DB 42 by changing the store visit status information to the store visited status. In other words, even if the store visit status information is not changed to a closed store, the customer visit date / time information can be registered in the visitor DB 42.

  In the above-described embodiment, an example of the customer management system 1 configured such that the customer management server 40 directly receives the accounting information and eating information on the POS system 110 from the POS system 110 has been described. It is also possible to configure the customer management system so that the customer management server 40 receives the transaction information and eating information on 110 via the store terminal 10.

  In the above-described embodiment, in cooperation with the POS system 110, the reservation information stored in the reservation DB 41, the store visit status information, etc. are provided to the POS system 110, and the accounting information on the POS system 110 The example of the customer management system 1 configured to receive the dining information and to accept the change of the provided reservation information and the store visit status information has been described. However, the present invention does not link with the POS system 110, does not provide various information such as reservation information to the POS system 110, and does not accept accounting information and eating information on the POS system 110. A system is also possible. In this case, the customer management server 40 has a configuration in which the POS information processing unit 66 and the accounting / dining information registration unit 57 are omitted. However, the customer management system that registers the accounting information and eating information in the customer DB 42 in cooperation with the POS system 110 provides the customer with an appropriate service based on the accounting information and eating information registered in the customer DB 42. It is possible to promote reuse of customers and improve satisfaction.

  In the above-described embodiment, the first distribution unit 61 of the service information distribution unit 60 sets the distribution time in response to the change of the store visit status information to the closed store, and the customer terminal 100 of the customer who has left the store In the above example, the service information is distributed at the delivery time set for the customer. However, the delivery time is set when the visit status information is changed to the visited status, and the delivery time set for the customer terminal 100 of the customer who visits the store. It is also possible to configure the first distribution unit to distribute service information.

  In the above-described embodiment, an example of a configuration in which the first distribution unit 61 of the service information distribution unit 60 receives change information indicating that the store visit status information has been withdrawn from the exited change processing unit 51 has been described. The first distribution unit 61 can also be configured to directly accept change information indicating that the store visit status information has been withdrawn from the store terminal 10 without going through the exited change processing unit 51.

  In the above-described embodiment, the second distribution unit 62 of the service information distribution unit 60 has received an example of a configuration in which change information for reservation cancellation of the store visit status information is received from the reservation cancel change processing unit 52. It is also possible to configure the second distribution unit so that the change information of the status information to the reservation cancellation is received directly from the store terminal 10 without going through the reservation cancellation change processing unit 52.

  Various functions in the store terminal 10, the customer management servers 40 and 40A, and the reservation site management server 80 can be configured by any of hardware, DSP, and software. For example, the above-described various functions can be realized by hardware by designing with an integrated circuit. When the above various functions are configured by software, the customer terminal 10, the customer management servers 40 and 40A, and the reservation site management server 80 are provided with a CPU, a RAM, a ROM, etc., and the CPU interprets a program for realizing each function. This can be realized by executing as follows. Various information such as programs, tables, and files for realizing each function can be recorded in a recording device such as a hard disk or SSD (Solid State Drive) or a recording medium such as an IC card, SD card, or DVD. .

  DESCRIPTION OF SYMBOLS 1, 1A ... Customer management system, 10 ... Store terminal, 13 ... Reservation information transmission part, 15 ... Visit status change information transmission part, 40, 40A ... Customer management server (customer management apparatus), 41 ... Reservation information database, 42 ... Customer information database, 48, 48A ... Visit status information change section, 55, 55A ... Basic information registration section, 57 ... Visit history information registration section, 57 ... Accounting / food information registration section, 60 ... Service information distribution section, 61 ... No. 1 distribution section, 62 ... second distribution section, 80 ... reservation site management server (reservation site management apparatus), 82 ... site reservation information transmission section, 83 ... site reservation cancellation information transmission section, 110 ... POS system

The present application includes a plurality of means for solving the above-described problems. To give an example, a customer information database in which information specifying a customer including customer contact information is stored as basic information, reservation date and time information, along with information about the reservation of the store, including contact information for customers who reserved is store in the reservation information, the reservation information database visit status information indicating the visit status of customers who reserved is stored in association with the opinions And the contact information of the reserved customer included in the reservation information when the reservation information transmitted from the reservation terminal management device that manages the reservation terminal that manages the store terminal operated by the store clerk or the store reservation is received. information it is determined whether or not stored in the customer information database, when not stored in the customer information database determine When the basic information registration section for registering contact information for customers who reserved is included in the reservation information newly to the customer information database as the basic information, the basic information registration unit has reserved determines and reservation information registration unit that registers the reservation information, including the contact information of the customer to the reservation information database, the visit status information stored in the reservation information database, Ru is operated by the clerk of the store terminal or store P A store visit status information change unit that is changed based on an input from the OS system, and the store visit status information that has been changed based on whether the store visit status information change unit changes the store visit status information to whether the store has been visited or closed. The customer information as the visit history information by associating customer visit date information with the basic information of the visit customer The customer visit history information registration unit to be registered in the database, and the target customer is selected from the customers based on at least one of the information stored in the customer information database and the information stored in the reservation information database, and the customer And a service information distribution unit that distributes service information to the contact information of the target customer specified by the contact information stored in the information database.

Claims (14)

A customer information database in which information identifying a customer including customer contact information is stored as basic information;
Information related to store reservations including reservation date and time information is stored as reservation information in association with the basic information stored in the customer information database, and store visit status information indicating the store visit status of the reserved customer is the reservation information. A reservation information database stored in association with
It is determined whether the contact information of the reserved customer input at the time of reservation reception is stored in the customer information database. If the contact information is not stored in the customer information database, the input contact information is A basic information registration unit newly registered in the customer information database as the basic information;
A store visit status information changing unit that changes the store visit status information stored in the reservation information database based on an input from a store terminal or a POS system operated by a store clerk of the store,
The store visit date information of the store visitor customer whose store visit status information has been changed based on the change of the store visit status information by the store visit status information change unit to the store completed or the store exited is associated with the basic information of the store visit customer A store visit history information registration unit for registering in the customer information database as history information;
A target customer is selected from customers based on at least one of the information stored in the customer information database and the information stored in the reservation information database, and the contact information stored in the customer information database is used. And a service information distribution unit that distributes service information to the identified contact information of the target customer. In the customer management device according to claim 1,
The service information distribution unit selects the visit customer whose store visit status information has been changed as the target customer when the store visit status information is changed to the store visited status or the store exited by the store visit status information changing unit. A first distribution unit that sets a delivery time based on the store visit history information of the store visitor stored in the customer information database and delivers the service information at the set delivery time. Management device. The customer management device according to claim 2,
The first management unit of the service information distribution unit sets the content of the service information based on the store visit history information of the store visit customer stored in the customer information database. In the customer management device according to any one of claims 1 to 3,
The store visit status information changing unit is configured to store the store visit status information stored in the reservation information database based on an input from a reservation site management device that manages a reservation site that accepts reservations of the store or the store terminal. It can be changed to a reservation cancellation to indicate that the store reservation is cancelled,
The service information distribution unit, when the store visit status information is changed to reservation cancellation by the store visit status information change unit, vacant seat information indicating the vacant seat information of the store caused by the change to the reservation cancellation of the store visit status information A second distribution unit that distributes the contact information of the target customer;
The second distribution unit selects the target customer based on the store visit history information stored in the customer information database and a predetermined condition set in advance. In the customer management device according to claim 3,
An accounting / dining information registration unit for registering the customer customer's accounting information and dining information in the customer information database in association with the basic information of the customer visiting customer based on an input from a POS system,
The first distribution unit of the service information distribution unit sets the content of the service information by further using the accounting information and the eating information of the store visitor stored in the customer information database. Customer management device. In the customer management device according to claim 4,
An accounting / dining information registration unit for registering the customer customer's accounting information and dining information in the customer information database in association with the basic information of the customer visiting customer based on an input from a POS system,
The second distribution unit of the service information distribution unit selects the target customer by further using the accounting information and the eating information stored in the customer information database. A store terminal that can be used to input information by operating store clerk,
A customer management device to which information transmitted from the store terminal is input,
The store terminal
Reservation information transmission unit for transmitting information about reservation of the store including contact information of reservation customers and reservation date and time information to the customer management device as reservation information;
A store visit status change information transmission unit for transmitting change information for changing the store visit status information indicating the store visit status of the reservation customer to the customer management device;
The customer management device is:
A customer information database in which information identifying a customer including customer contact information is stored as basic information;
A reservation information database in which the reservation information is stored in association with the basic information stored in the customer information database, and the store visit status information is stored in association with the reservation information;
It is determined whether the contact information of the reservation information transmitted from the reservation information transmission unit of the store terminal is stored in the customer information database, and if not stored in the customer information database, Basic information registration unit for newly registering contact information of reservation information as the basic information in the customer information database;
A store visit status information changing unit that changes the store visit status information stored in the reservation information database based on the change information of the store visit status information transmitted from the store visit status change information transmitting unit of the store terminal;
The store visit status information changing unit changes the store visit status information to whether the store visit status information has been changed to the store exit status or the store exit status, and the store visit date information of the store visit customer whose store visit status information has been changed is associated with the basic information of the store visit customer. A store visit history information registration unit for registering in the customer information database as history information;
A target customer is selected from customers based on at least one of information stored in the customer information database and information stored in the reservation information database, and specified by contact information stored in the customer information database And a service information distribution unit for distributing service information to the contact information of the target customer. In the customer management system according to claim 7,
The service information distribution unit of the customer management device, when the store visit status information is changed to the store visited status information or the store exited by the store visit status information changing unit, the store visit status information is changed to the customer information A first distribution unit that selects a target customer, sets a distribution time based on the store visit history information of the store customer stored in the customer information database, and distributes the service information at the set distribution time; A customer management system featuring. The customer management system according to claim 8,
The first distribution unit of the service information distribution unit sets the content of the service information based on the store visit history information of the store visit customer stored in the customer information database. The customer management system according to any one of claims 7 to 9,
The store visit status information change unit of the customer management device changes the store visit status information transmitted from the store visit status change information transmission unit of the store terminal to the store visit status information stored in the reservation information database. Can be changed to a reservation cancellation indicating cancellation of the store reservation,
The service information distribution unit of the customer management device is configured such that the service information distribution unit changes the store visit status information to reservation cancellation when the store visit status information is changed to reservation cancel by the store visit status information change unit. A second distribution unit that distributes vacancy information indicating the vacancy of the store generated by the above to the contact information of the target customer;
The second distribution unit selects the target customer based on the store visit history information stored in the customer information database and a predetermined condition set in advance. In the customer management system according to claim 9,
The customer management device further includes an accounting / dining information registering unit that registers the accounting information and eating information of the visiting customer in the customer information database in association with the basic information of the visiting customer based on an input from a POS system. Have
The first distribution unit of the customer management device sets the content of the service information by further using the accounting information and the eating information of the customer who is stored in the customer information database. Management system. In the customer management system according to claim 10,
The customer management device further includes an accounting / dining information registering unit that registers the accounting information and eating information of the visiting customer in the customer information database in association with the basic information of the visiting customer based on an input from a POS system. Have
The second distribution unit of the customer management device further selects the target customer using the accounting information and the eating information stored in the customer information database. The customer management system according to any one of claims 7 to 12,
A reservation site management device for managing a reservation site for accepting reservations of the store;
The reservation site management device has a site reservation information transmission unit for transmitting reservation information input via the reservation site to the customer management device,
The basic information registration unit of the customer management device determines whether contact information of the reservation information transmitted from the site reservation information transmission unit of the reservation site management device is stored in the customer information database. If not stored in the customer information database, the contact information of the reservation information is newly registered in the customer information database as the basic information. In the customer management system according to claim 10,
A reservation site management device for managing a reservation site for accepting reservations of the store;
The reservation site management device
A site reservation information transmission unit for transmitting reservation information input via the reservation site to the customer management device;
A site reservation cancellation information transmission unit for transmitting reservation cancellation information input via the reservation site to the customer management device;
The store visit status information changing unit of the customer management device is based on the reservation cancel information transmitted from the site reservation cancel information transmitting unit of the reservation site management device, and the store visit status information stored in the reservation information database. A customer management system characterized by changing reservations to reservation cancellations.

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