JP5327113B2 - Information providing server and program for realizing the information providing server - Google Patents

Description

  An information providing server for determining whether or not to provide business promotion information such as campaign information and recommendation information to a customer at a suitable timing, and providing the business promotion information to the customer determined to be possible, and And a program for realizing the information providing server.

  In companies, sales (sales) activities for various goods and services (hereinafter collectively referred to as “products”) are conducted mainly through campaigns on the channel alone and the know-how of excellent sales staff. . In the sales activities, a sales support system is used (see Patent Document 1). The sales support system is a system constructed to support sales (sales) activities. For example, in a financial institution, this sales support system is used in order to sell products such as investment trusts, insurance and loans to customers. The sales support system includes a terminal device (hereinafter referred to as “connection terminal”) installed in each sales store, and a server (hereinafter referred to as product information, customer information, etc.) installed in the central management center. , Referred to as “information providing server”). The “connection terminal” is, for example, in the form of a store terminal operated by a salesperson, or in the form of an unmanned contract machine, an automatic transaction apparatus (ATM), etc. operated by a customer. Note that Patent Document 1 describes “information providing server” as “sales information distribution unit”, and “connection terminal” as “intermediate activity means” and “channel”.

  When the connection terminal is configured as a branch terminal, for example, when the information providing server receives a transmission request for product information, customer information, etc. from the connection terminal, the information providing server displays screen information (e.g. Data) is generated and transmitted to the connected terminal. As a result, the information providing server displays screen information on the display unit of the connection terminal, and provides product information, customer information, and the like to the salesperson who operates the connection terminal.

  In the information providing server, sales promotion information may be registered as product information that is promoted particularly in sales. “Sales promotion information” includes, for example, campaign information, recommendation information, and the like. “Campaign information” means information regarding activities that systematically work with customers for a certain purpose (mainly, sales of specific products). “Recommendation information” means information related to products that match the preferences of customers narrowed down by analyzing the purchase history of products, questionnaires, other customer information with similar preferences, and the like. The information providing server transmits the sales promotion information to the connection terminal when the customer is a person who is expected to purchase a product related to the sales promotion information.

  The business promotion information is preferably transmitted to the connection terminal at a time when the customer shows a high interest in the product. For example, if the product is an investment trust, the time when the customer can afford money (specifically, bonuses, severance payments, stock or insurance dividends, etc. are stored in the customer's account). For example, if the product is a loan, the time when the customer needs money (specifically, planning to get married, plan to enter a child, home, etc.) When there is a purchase plan etc.).

JP 2004-164205 A (FIGS. 1 and 2)

  However, as described below, the conventional information providing server has a problem that the sales promotion information may not be transmitted to the connection terminal in a timely manner.

  For example, a conventional information providing server relies on the know-how of some people (specifically, marketers at headquarters, company in charge of campaign planning, salespeople at sales offices, etc.) To the connected terminal. Therefore, the conventional sales support system provides the sales promotion information to the customer when the customer's interest in the product is low, or provides the sales promotion information to the customer who wants to refuse to provide the sales promotion information.

  When the timing of sending the sales promotion information is good, it contributes to an improvement in the product contract rate and, in turn, an improvement in the profit of the information provider. However, the transmission of sales promotion information may give an unpleasant impression to customers if the timing is bad. Therefore, it is preferable that the sales promotion information is transmitted at a time when a person who can easily accept the provision of the sales promotion information is highly interested in the customer's product.

  The present invention has been made to solve the above-described problem, and determines whether or not to provide sales promotion information at a suitable timing, and provides the sales promotion information to customers who are determined to be possible The main purpose is to provide a providing server and a program for realizing the information providing server.

  In order to achieve the above object, the first invention is an information providing server that generates screen information to be displayed on a connection terminal and provides the connection terminal with the customer basic attribute information indicating basic attributes of each customer, And a first storage unit that stores business promotion information proposed to the customer from the information provider side, and a timing of correspondence between the customer basic attribute information stored in the first storage unit and the business promotion information. Event information stored in the second storage unit, event information indicating the conditions to be specified, and second storage unit for storing customer characteristic information indicating conditions for specifying whether to provide the sales promotion information to the customer And determining the timing for associating the customer basic attribute information stored in the first storage unit with the sales promotion information, and when the timing is determined to be suitable, the correspondence between the two information is determined. And an optimization unit that determines whether or not to provide the sales promotion information to a customer according to the customer characteristic information stored in the second storage unit, and the stored in the first storage unit A provision unit that generates the screen information based on customer basic attribute information and provides the screen information to the connection terminal. The provision unit is determined by the optimization unit to be able to provide the sales promotion information. For the connection terminal operated by a customer, the screen information is generated based on the sales promotion information associated with the customer basic attribute information and provided to the connection terminal.

  In this information providing server, the optimization unit determines the timing of associating the customer basic attribute information stored in the first storage unit with the sales promotion information based on the event information stored in the second storage unit. That is, the information providing server determines a suitable timing for determining whether or not the business promotion information can be provided to the customer based on the event information. Then, at the timing when it is determined as suitable, the optimization unit performs optimization of the customer information. In “customer information optimization”, the optimization unit executes the association between the customer basic attribute information and the sales promotion information, and promotes the sales to the customer according to the customer characteristic information stored in the second storage unit. It is determined whether or not information can be provided, and the customer basic attribute information of the customer determined to be “permitted” is associated with the provision criterion information.

  The “customer basic attribute information” means information representing basic attributes of each customer such as the customer's name, age, gender, and address. Further, “sales promotion information” means product information that is promoted particularly in sales, and includes, for example, campaign information and recommendation information. In addition, “providability standard information” refers to, for example, information indicating whether or not the guidance content of the sales promotion information has been rejected last time, or the guidance content of the sales promotion information reaches the limit number of times during a certain period. Information indicating whether or not the information has been made, information indicating whether or not the guidance content of the sales promotion information is the last response, and whether or not the guidance content of the sales promotion information is that of a predetermined specific project This means information that serves as a reference when determining whether or not the sales promotion information can be provided to customers, such as information indicating whether or not sales promotion information is provided.

  In the information providing server, when optimization of customer information is executed, the providing unit associates the customer promotion attribute information with the customer basic attribute information for the customer determined to be able to provide the sales promotion information by the optimizing unit. Screen information is generated based on the sales promotion information and provided to the connection terminal.

Further, the second invention is a program, the first storage unit for storing customer basic attribute information representing basic attributes of each customer, and sales promotion information proposed to the customer from the information provider side, Event information indicating a condition for defining a timing for associating the customer basic attribute information and the sales promotion information stored in the first storage unit, and a condition for specifying whether or not the sales promotion information can be provided to a customer A computer having a second storage unit for storing customer characteristic information representing, based on the event information stored in the second storage unit, the customer basic attribute information stored in the first storage unit and the computer The timing for associating the sales promotion information is determined, and when the timing is determined to be favorable, the information of both is associated and the customer characteristics stored in the second storage unit And generating the screen information based on the customer basic attribute information stored in the first storage unit, and determining the availability of providing the sales promotion information to the customer according to the information, and connecting the connection Functioning as a providing unit to be provided to a terminal, wherein the providing unit provides the customer basic attribute information for the connection terminal operated by the customer determined to be capable of providing the sales promotion information by the optimization unit. The screen information is generated based on the sales promotion information associated with the information and provided to the connection terminal.
This program can realize the information providing server according to the first invention.

According to the first aspect of the present invention, it is possible to provide an information providing server that determines whether or not sales promotion information can be provided at a suitable timing and provides the sales promotion information to a customer who has been determined to be possible.
Further, according to the second invention, a program for realizing the information providing server according to the first invention can be provided.

It is a figure which shows the structure of the sales support system containing the information provision server which concerns on embodiment. It is a figure which shows an example of the event information used for embodiment. It is a figure which shows an example of the customer characteristic information used for embodiment. It is a flowchart (1) which shows operation | movement of the sales support system containing the information provision server which concerns on embodiment. It is a flowchart (2) which shows operation | movement of the sales support system containing the information provision server which concerns on embodiment. It is a flowchart (3) which shows operation | movement of the sales support system containing the information provision server which concerns on embodiment. It is a figure which shows an example of the display screen of the manned terminal used for embodiment. It is a figure (1) which shows an example of the display screen of the manned terminal used for an embodiment. It is FIG. (2) which shows an example of the display screen of the manned terminal used for embodiment. It is FIG. (3) which shows an example of the display screen of the manned terminal used for embodiment. It is FIG. (4) which shows an example of the display screen of the manned terminal used for embodiment. It is FIG. (5) which shows an example of the display screen of the manned terminal used for embodiment. It is a figure (6) which shows an example of the display screen of the manned terminal used for embodiment. It is a figure (7) which shows an example of the display screen of the manned terminal used for embodiment. It is a figure which shows an example of the display screen of the unmanned terminal used for embodiment. It is a figure which shows the modification of the information provision server which concerns on embodiment.

  Hereinafter, an embodiment of the present invention (hereinafter referred to as “the present embodiment”) will be described in detail with reference to the drawings. Each figure is only schematically shown so that the present invention can be fully understood. Therefore, the present invention is not limited to the illustrated example. Moreover, in each figure, the same code | symbol is attached | subjected about the common component and the same component, and those overlapping description is abbreviate | omitted.

  Here, regarding this embodiment, “a configuration of a sales support system including an information providing server”, “a configuration of event information / customer characteristic information”, “an operation of a sales support system including an information providing server”, and “connection terminal” Will be described in the order of “display screen example”.

  It should be noted that the conventional information providing server considers that the optimum operation is realized by utilizing a plurality of connection terminals in multi-channel (for example, utilizing in cooperation from manned terminals to unmanned terminals). Was not. Therefore, the information providing server according to the present embodiment also aims to realize an optimum operation by utilizing a plurality of connection terminals in multichannel. “Optimum operation” means, for example, when direct interaction between the customer and the sales staff is required, operation that guides the customer who operates the unmanned terminal to the manned terminal, and collection of customer information In addition, there are operations that encourage sales staff and sales support staff to be described later to collect customer information.

<Configuration of sales support system including information providing server>
Hereinafter, with reference to FIG. 1, it demonstrates per structure of the sales support system containing the information provision server which concerns on this embodiment. FIG. 1 is a diagram illustrating a configuration of a sales support system including an information providing server according to an embodiment. Here, it is assumed that the sales support system 1 is used by a financial institution for introduction and sale (or contract) of products such as investment trusts, insurance, and loans. Here, the operation of storing information serving as a reference for the determination process and the comparison process in the storage unit is referred to as “registration”.

  As shown in FIG. 1, the sales support system 1 according to the present embodiment includes an information providing server 10, a connection terminal 50, and an information collection system 80, each of which is connected to be communicable via a network 90. ing.

  The information providing system 10 is a device that generates screen information (for example, HTML data) to be displayed on the display unit of the connection terminal 50 and provides the screen information to the connection terminal 50. The information providing system 10 optimizes customer information collected by the connection terminal 50 at a timing defined by event information 100 described later.

  In “customer information optimization”, for example, customer basic attribute information and sales promotion information are associated with each other. Here, “customer basic attribute information” means information representing basic attributes of each customer such as the customer's name, age, gender, and address (see FIG. 5A). Further, “sales promotion information” means product information that is promoted particularly in sales, and includes, for example, campaign information and recommendation information.

  In “customer information optimization”, for example, customer basic attribute information and information used as a criterion for determining whether or not to provide sales promotion information to a customer (hereinafter referred to as “providing availability criterion information”). Is associated. Examples of the “provisional availability standard information” include information indicating whether or not the guidance content of the sales promotion information was rejected last time, or the guidance content of the sales promotion information has reached the limit number of times during a certain period Information indicating whether or not, information indicating whether or not the guidance content of the sales promotion information has been previously responded, whether or not the guidance content of the sales promotion information is for a predetermined specific case There is information etc. The “providing availability criterion information” is used, for example, at the time of processing of S305 (“determination of availability of providing business promotion information”) illustrated in FIG. 3C.

  The information providing server 10 includes a control unit 20 configured by a CPU, a storage unit 30 configured by a ROM, a RAM, an HDD, and the like, and a communication unit 40 configured by a communication interface.

The control unit 20 functions as a providing unit 21, an optimization unit 22, a storage management unit 23, and a communication control unit 24.
The providing unit 21 is a functional unit that generates screen information to be displayed on the display unit of the connection terminal 50 and provides the screen information to the connection terminal 50.
The optimization unit 22 is a functional unit that executes optimization of customer information.
The storage management unit 23 is a functional unit that manages the storage of information in the storage unit 30.
The communication control unit 24 is a functional unit that controls communication by the communication unit 40.
The control unit 20 realizes each of these functions by executing a control program 30 a stored in the ROM constituting the storage unit 30.

  The storage unit 30 has a storage area for storing the control program 30a, screen form information 30b, customer basic attribute information 31a, sales promotion information 31b, event information 100, customer characteristic information 200, and the like. Here, the storage area in which the customer basic attribute information 31a, the sales promotion information 31b, and the like are stored is referred to as “database 31”, and the storage area in which the event information 100, the customer characteristic information 200, and the like are stored is referred to as “condition storage unit”. 32 ". The “database 31” corresponds to a first storage unit referred to as “claims”, and the “condition storage unit 32” is a component corresponding to a second storage unit referred to as “claims”. is there.

The control program 30a is a program for causing a computer to function as an information providing server.
The screen form information 30b is information that defines the configuration of the screen information (see FIGS. 4 and 5A to 5G) displayed on the display unit of the connection terminal 50.

As described above, the customer basic attribute information 31a is information representing basic attributes of each customer such as, for example, the customer's name, age, sex, and address.
As described above, the sales promotion information 31b is information provided to the customer in order to promote sales of goods and services such as campaign information and recommendation information.

“Event information 100” is information representing a condition that defines the timing of optimization of customer information (particularly, correspondence between customer basic attribute information 31a and sales promotion information 31b). Details of the event information 100 will be described later with reference to FIG. 2A.
The “customer characteristic information 200” is information representing a condition that defines whether or not the sales promotion information 31b can be provided to the customer. Details of the customer characteristic information 200 will be described later with reference to FIG. 2B.

  The connection terminal 50 is a terminal device that receives screen information from the information providing server 10 and displays the screen information on a display unit (not shown). The connection terminal 50 is classified into a device constituting the manned terminal 60 and a device constituting the unmanned terminal 70. Hereinafter, the devices (or device types) constituting the connection terminal 50 may be referred to as “channels”.

  “Manned terminal 60” is a terminal device operated by a person on the information provider (here, financial institution) side. Examples of the manned terminal 60 include a marketer terminal 61, a call center terminal 62, an executive terminal 63, a branch terminal 64, and the like. Since these terminals 61, 62, 63 and 64 are known devices, only the outline will be described here.

The marketer terminal 61 is a terminal device that is installed in the headquarters of an information provider (here, a financial institution) and is operated by a marketer in the headquarters or a person in charge of campaign planning.
The call center terminal 62 is a terminal device that is installed in a call center of an information provider (that is, a customer service department by telephone) and is operated by a sales support staff of the call center.

The officer's seat terminal 63 is a terminal device that is installed in the head office or branch office of the information provider and is operated by a person in the executive class such as the head office or branch office. The board terminal 63 approves various processes performed by the branch terminal 64 by persons in the board class.
The branch office terminal 64 is a terminal device that is installed at the head office or branch of the information provider and is operated by a sales staff at the head office or branch.

  The “unmanned terminal 70” is a terminal device that does not require an operation by a person on the information provider (here, financial institution) side. As the unmanned terminal 70, for example, a terminal device such as an automatic transaction device (ATM) 71 or a customer operation terminal 72 operated by a customer, and a terminal such as a mail transmission PC 73 or a direct mail issuing PC 74 that automatically operate according to a control program. There is a device. Since these terminals 71, 72, 73 and 74 are known devices, only the outline will be described here.

  The ATM 71 is a terminal device that is installed at the head office or branch of a financial institution that is an information provider and is operated by a customer. ATM71 mainly handles cash deposits, withdrawals, transfers, etc. In addition to these processes, depending on the operation, investment trust inquiry / purchase procedures, loan introduction / application procedures, and other various processes. Can be executed. Here, it is assumed that the ATM 71 is provided with functions for executing investment trust inquiry / purchase procedures, loan introduction / application procedures, and other various processes.

The customer operation terminal 72 is a terminal device operated by a customer, and is, for example, an unmanned contract device or a personal computer (PC).
The mail transmission PC 73 is a PC that transmits an electronic mail to an arbitrary address.
The direct mail issuing PC 74 is a PC for printing / issuing direct mail.
The customer operates the ATM 71 of the unmanned terminal 70 or the customer operation terminal 72 to browse the guidance screen or input various information.

  The information collecting system 80 is a system that provides dynamic information such as account data and market situation information to the information providing server 10. When the information providing server 10 is provided with dynamic information such as account data and market situation information from the information collection system 80, the information providing server 10 optimizes customer information based on the event information 100 stored in the condition storage unit 32. It is determined whether or not (especially, correspondence between customer basic attribute information and sales promotion information) is to be performed. The information collection system 80 includes a bill host computer 81 that handles bill data, a market status providing system 82 that handles market status information, and the like. Note that the account host computer 81 and the market situation providing system 82 are known devices, and thus detailed description thereof is omitted here.

<Composition of event information and customer characteristic information>
Hereinafter, the configuration of the event information 100 and the customer characteristic information 200 used in the present embodiment will be described with reference to FIGS. 2A and 2B. FIG. 2A is a diagram illustrating an example of event information used in the embodiment. FIG. 2B is a diagram illustrating an example of customer characteristic information used in the embodiment.

  The event information 100 is information for the information providing server 10 to optimize the customer information at a suitable timing. As described above, the customer information optimization (particularly, the customer basic attribute information 31a and the sales promotion information). This represents a condition that defines the timing of the association with 31b.

  For example, if a customer inherits heritage or gives a bonus or retirement allowance, he / she can afford money. Therefore, such a time is a suitable time for selling products such as investment trusts for financial institutions. In addition, the customer is more likely to apply for a loan, for example, when getting married or when a child goes on to school. Therefore, such a time is a suitable time for a financial institution to propose a product such as a marriage loan or an advancement loan. Therefore, the event information 100 is registered in the condition storage unit 32 in advance so that the information providing server 10 can provide the customer with sales promotion information 31b such as campaign information and recommendation information in accordance with such time. The information providing server 10 determines the optimization timing of the customer information based on the event information 100 at a predetermined timing. When it is determined that the timing is the optimization timing, the information providing server 10 optimizes the customer information (in particular, (Correspondence between customer basic attribute information 31a and sales promotion information 31b).

  In the example shown in FIG. 2A, as the event information 100, for example, (1) “change in account information” condition 101, (2) “change in market situation” condition 102, and (3) “change in customer behavior” condition 103 And (4) “specific time” condition 104 is set. Note that the contents of these conditions 101 to 104 can be changed as appropriate according to the operation.

  (1) The “change in account information” condition 101 is a timing for optimizing the customer information (here, the timing for providing the customer with the sales promotion information 31b for which demand can be expected) according to the change in the account information of the customer. Stipulate. The “change in account information” condition 101 includes, for example, a rapid increase (or decrease) in the balance of ordinary deposits, continuous deposits (or withdrawals) of the limit amount in ATM 71, and funds exceeding a certain amount between accounts. It is used to detect the timing of movement, a sudden increase in the amount of money in and out on weekdays, an increase in the number of visits, etc. as a sign of inheritance. The “change in account information” condition 101 is used, for example, to consider a transfer request from a customer's working company as a sign of a bonus or retirement payment, and detect the timing. The “change in account information” condition 101 is used to detect a transfer of a certain amount or more from a securities company or an insurance company as a transfer of dividends such as stocks or insurance, for example.

  (2) “Change in market conditions” condition 102 defines the timing for optimizing customer information in accordance with changes in market conditions. The “change in market conditions” condition 102 includes, for example, investment trust reference prices exceeding a certain amount or percentage, exchange rate fluctuations, the occurrence of overseas stock crashes, political unrest, and interest rate increases (or decreases). It is regarded as a sign of purchase (or change / cancellation) and is used to detect this.

  (3) The “change in customer behavior” condition 103 defines the timing for optimizing customer information in accordance with the change in customer behavior. The “change in customer behavior” condition 103 includes, for example, an increase in the number of visits by customers, an increase in the number of inquiries and browsing for safe deposit boxes and products, application for seminars (mainly seminars on taxes, inheritance, asset management) It is used to detect the timing of an increase in the number of participations as a sign of inheritance. In addition, the “change in customer behavior” condition 103 includes, for example, cancellation of a regular account, increase in withdrawals and transfer of funds between accounts, acceptance of complaints, rejection of sales, rejection of telephone response, communication and communication failure, It is used to detect that the direct mail has not arrived, etc., as the time when the provision of the sales promotion information 31b is stopped.

  (4) The “specific time” condition 104 defines the timing for optimizing the customer information according to the specific time. The “specific time” condition 104 is, for example, when a predetermined time (for example, one month or three months) has passed since the customer's last visit date or manned contact date, 1 month or 3 months), the expiration date of the fixed account, the time before the predetermined time, the birthday or anniversary of the customer, the new time when the predetermined time (for example, the 10th anniversary) has passed since the start of the transaction with the customer The sale time of the product or the time before a predetermined time (for example, one month) before the sale is regarded as the time when the provision of the sales promotion information 31b is started, and is used to detect this.

  On the other hand, the customer characteristic information 200 is information for the information providing server 10 to specify a customer who is allowed to provide the sales promotion information 31b and to provide the sales promotion information 31b only to the customer. As described above, it represents a condition that defines whether or not the sales promotion information 31b can be provided to the customer.

  In the example shown in FIG. 2B, as customer characteristic information 200, for example, (1) “characteristic / personality” condition 201, (2) “experience (financial literacy (literacy))” condition 202, (3) “risk” The “propensity” condition 203, (4) “advice preference” condition 204, and (5) “latency (asset potential)” condition 205 are set. Note that the contents of these conditions 201 to 205 can be changed as appropriate according to the operation. In addition, these conditions 201 to 205 may be a mixture of a condition that “provides” provision and a condition “no”. However, these conditions 201 to 205 are preferably set to “No” when the conditions for “allow” and “no” are set for the same customer. It should be given priority. Further, these conditions 201 to 205 may have similar contents between the conditions.

  (1) The “characteristic / character” condition 201 defines whether or not the sales promotion information 31b can be provided to the customer in accordance with the characteristic and personality of the customer. The “characteristic / personality” condition 201 is, for example, a candidate that provides the sales promotion information 31b (hereinafter, “candidate for providing the sales promotion information 31b”) when the customer's characteristic corresponds to “important person (VIP)”. Used to extract the customer. The “property / personality” condition 201 is, for example, when the customer's characteristic or personality corresponds to “a person who needs attention”, “a person who has a complaint”, “an impatient person”, or the like. Used to remove the customer from the offer candidate. A customer whose characteristics and personality are unknown is a person who needs hypothesis verification for determining whether or not to provide the sales promotion information 31b (hereinafter referred to as “subject verification subject”). The “characteristic / personality” condition 201 regards a customer whose characteristics and personality are unknown as a subject of hypothesis verification, and for the salesperson who operates the branch terminal 64 and the sales support staff who operates the call center terminal 62, Is used to instruct to perform the “Guidance, Reaction Collection” process.

  In the “customer guidance and reaction collection” process, a salesperson who operates the sales office terminal 64 directly responds to a customer at the head office or branch office, or a sales support person who operates the call center terminal 62 receives ATM 71 or In response to the customer via the customer operation terminal 72, information such as the customer's characteristics and personality and the customer's reaction to the product is collected. Then, the sales staff and the sales support staff operate the sales office terminal 64 and the call center terminal 62 respectively to access the information providing server 10 and register the collected information in the database 31 of the information providing server 10.

  (2) The “experience (financial literacy)” condition 202 defines whether or not the sales promotion information 31b can be provided to the customer according to the customer's experience. The “experience (financial literacy)” condition 202 is, for example, the case where the customer has experience of failing to invest in the past and corresponds to “person prohibited from sales” or “person prohibited from guidance”. Used to remove the customer from the offer candidate. In addition, the “experience (financial literacy)” condition 202 includes, for example, a request for “a person who holds an investment trust”, “a person who has a high degree of experience”, “a person who is interested in investment”, and “awareness”. In the case of “person”, it is used for extracting the customer as a candidate for providing the sales promotion information 31b. In addition, the “experience (financial literacy)” condition 202 assumes that the customer is a subject of hypothesis verification when the customer's experience is unknown, and the “customer guidance / reaction” Used to instruct to perform “collect” processing.

  (3) The “risk propensity” condition 203 defines whether or not the sales promotion information 31b can be provided to the customer according to the risk propensity of the customer. “Risk propensity” condition 203 includes, for example, “safety-oriented person”, “person who has experienced loss in the past”, “person who wants stable profit”, “person with high risk tendency (recognizing that there is a risk) And the person who desires high profit) ”is used to extract the customer as a candidate for providing the sales promotion information 31b. Further, the “risk propensity” condition 203 assumes that the customer is a subject of hypothesis verification when the customer's propensity is unknown, and the “customer guidance and reaction collection” process is performed on the sales staff and sales support personnel. Used to instruct to perform.

  (4) The “advice preference” condition 204 defines whether or not the sales promotion information 31b can be provided to the customer in accordance with the customer's advice preference. The “advice preference” condition 204 may be, for example, “a person with a preference that the customer desires to respond at a storefront or a manned terminal”, “a person with a preference that is interested in advice or recommended products”, “spontaneously” When it corresponds to “a person who has a preference for investigating products but has a preference to visit and receive advice”, it is used to extract the customer as a candidate for providing the sales promotion information 31b. Further, the “advice preference” condition 204 is that the customer's advice preference is unknown, the customer is regarded as a subject of hypothesis verification, and “customer guidance and response collection” is given to the sales staff and sales support personnel. Used to instruct to perform processing.

  (5) The “latency (asset potential)” condition 205 defines whether or not the sales promotion information 31b can be provided to the customer according to the financial potential of the customer. The “potential (asset potential)” condition 205 includes, for example, “a person who has high income”, “a person who has assets in another bank or a securities company”, and “an asset formation potential by marriage or inheritance” In the case of “person”, it is used to extract the customer as a candidate for providing the sales promotion information 31b. In addition, the “potential (asset potential)” condition 205 assumes that the customer is a candidate for hypothesis verification when the customer's potential is unknown, Is used to instruct to perform the “Guidance, Reaction Collection” process.

<Operation of sales support system including information providing server>
Hereinafter, the operation of the sales support system 1 including the information providing server 10 will be described with reference to FIGS. 3A to 3C. 3A to 3C are flowcharts showing the operation of the sales support system including the information providing server according to the embodiment.

  Each device operates based on the time measured by a timer (not shown). The operation of each device is defined by a program stored in a readable manner in the storage unit of each device, and is realized by the control unit of each device. Further, communication between devices is performed by temporarily storing data received by the receiving device in the storage unit, and then reading the data from the storage unit. In addition, each data is temporarily stored in the storage unit so as to be readable, and then output to a required component for performing subsequent processing. Hereinafter, since these points are conventional means in information processing, detailed description thereof will be omitted.

  The sales support system 1 starts a series of processes when the marketer terminal 61 of the manned terminal 60 is operated by a marketer at the headquarters or a person in charge of campaign planning. Here, the information providing server 10 has already registered the customer basic attribute information 31a and the sales promotion information 31b in the database 31 and the event information 100 and the customer characteristic information 200 in the condition storage unit 32. Will be described.

  As shown in FIG. 3A, first, the marketer terminal 61 accesses the information providing server 10 according to the operation of the person in charge at the headquarters, and based on the customer basic attribute information 31a registered in the information providing server 10, a specific condition Are extracted (hereinafter referred to as “target customers”) (S105). Here, “target customer” means a customer who can expect to purchase a product.

  The extraction of “target customers” is performed by registering the sales promotion information 31b and customer information in the database 31 of the information providing server 10 and managing the sales promotion information 31b and customer information in a centralized manner by CRM (Customer Relationship Management). Done. “CRM” refers to customer information collected at the point of contact between a company and a customer (for example, a store window or a call center), customer information such as product purchase history, inquiries, and complaints (complaints). This means management that centrally manages and analyzes customer information and uses it for sales activities.

  When the marketer terminal 61 extracts the target customer, the marketer terminal 61 sets the extracted target customer as a candidate for providing the sales promotion information 31b (S110). Specifically, the marketer terminal 61 provides setting information that sets the target customer as a candidate for providing the sales promotion information 31b to the extracted basic attribute information 31a of the target customer, and provides the setting information as information. Send to server 10.

  When the information providing server 10 receives the setting information from the marketer terminal 61, the storage management unit 23 registers the setting information in association with the basic attribute information 31a of the target customer stored in the database 31 (S115). . Thereby, the target customer is registered in the database 31 of the information providing server 10 as a candidate for providing the sales promotion information 31b.

  After S115, each device of the connection terminal 50 and the information collection system 80 causes a predetermined dynamic event (mainly an event to be compared with the customer characteristic information 200 registered in the database 31 of the information providing server 10). ) Occurrence is monitored. Hereinafter, an event to be compared with the customer characteristic information 200 is referred to as “dynamic factor”. When each of the devices of the connection terminal 50 and the information collection system 80 detects the occurrence of a dynamic factor (S120), the information notifying the occurrence of the dynamic factor (hereinafter referred to as “dynamic factor notification information”) is information. Transmit to the providing server 10.

  When the information providing server 10 receives the dynamic factor notification information from each device of the connection terminal 50 and the information collection system 80, the storage management unit 23 stores the received dynamic factor notification information in the storage unit 30 in a predetermined manner. The optimization unit 22 reads the dynamic factor notification information from the storage unit 30 and analyzes the content of the dynamic factor (S130).

  When the optimization unit 22 analyzes the content of the dynamic factor notification information, the information providing server 10 reads the event information 100 from the condition storage unit 32, and the content of the analyzed dynamic factor based on the event information 100 Is the information that is the timing for optimizing the customer information defined by the event information 100 (S135). Here, the content of the analyzed dynamic factor will be described as information that is the timing for optimizing customer information. The “dynamic factor” may be an event related to only some customers or an event related to the entire customer. In the case where the “dynamic factor” is an event related to only some customers, the processes after S140 are applied only to the corresponding customers.

  After S <b> 135, the information providing server 10 determines that the optimization unit 22 can provide the sales promotion information 31 b in which the basic attribute information 31 a of the target customer is defined by the customer characteristic information 200 based on the customer characteristic information 200. It is determined whether or not the information is (S140). Specifically, first, the optimization unit 22 reads the customer characteristic information 200 from the condition storage unit 32, and from the database 31, the customer information is determined as the optimization timing in S135, and in S115 The basic attribute information 31a of the target customer associated with the setting information that is the candidate for providing the sales promotion information 31b is read. Then, based on the customer characteristic information 200, the optimization unit 22 determines whether or not the basic attribute information 31a of the target customer is “allowed” to provide the sales promotion information 31b defined by the customer characteristic information 200. Determine. Here, description will be made assuming that the basic attribute information 31a of the target customer is information indicating that the sales promotion information 31b can be provided.

  After S140, the information providing server 10 causes the optimization unit 22 to optimize the customer information and register the customer information after the execution in the database 31 (S145). Specifically, the optimization unit 22 registers the basic attribute information 31a and the sales promotion information 31b of the target customer who are allowed to provide the sales promotion information 31b in S140 in the database 31 in association with each other.

  After S145, the information providing server 10 determines whether the providing unit 21 has inquired customer information from the connection terminal 50 (S150). If it is determined in S150 that customer information has been inquired (“Yes”), the process proceeds to S155, while if it is determined that customer information has not been inquired (“No”). In the case), the process returns to S105, and the processes of S105 to S150 are repeated.

  When it is determined in S150 that the customer information has been inquired (in the case of “Yes”), the information providing server 10 determines whether the providing unit 21 determines whether the inquiry is from the manned terminal 60 or not. (S155). When it is determined in S155 that the inquiry is from the manned terminal 60 (in the case of “Yes”), the process proceeds to S205 shown in FIG. 3B via “A1”, while the inquiry is manned. When it is determined that it is not from the system terminal 60 (that is, the inquiry is from the unmanned system terminal 70) (in the case of “No”), the process proceeds to S305 illustrated in FIG. 3C via “A2”.

  As illustrated in FIG. 3B, when it is determined in S155 illustrated in FIG. 3A that the inquiry is from the manned terminal 60 (in the case of “Yes”), the information providing server 10 includes the providing unit 21 as follows: The customer information of the inquired customer (hereinafter referred to as “inquiry customer”) is used as provided information, and screen information (hereinafter referred to as “provided information screen”) representing the information provided by the inquired customer is generated, and the inquiry source To the manned terminal 60 (S205). Here, a description will be given assuming that the manned terminal 60 that is the inquiry source is the branch terminal 64. Further, in the “screen information (provided information screen)” transmitted in S205, the inquiry customer basic attribute information 31a and the sales promotion information associated with the basic attribute information 31a are provided as “inquiry customer providing information”. 31b (or information for reading the business promotion information 31b associated with the basic attribute information 31a from the information providing server 10) will be described.

  After S205, when receiving the provided information screen from the information providing server 10, the inquired manned terminal 60 displays the received provided information screen on a display unit (not shown) (S210).

  A staff member who operates the manned terminal 60 (for example, a sales employee who operates the sales office terminal 64) has a conversation with the customer while referring to a provision information screen displayed on a display unit (not shown) of the manned terminal 60. Then, the bank employee, in the conversation, rejects information (or acceptance information) for the sales promotion information 31b such as campaign information and recommendation information, and various kinds of acquisition information (for example, close retirement, advancement of children, etc.) Dynamic factor information).

  When the clerk obtains refusal information for the sales promotion information 31b, various types of acquisition information, etc., he / she operates the manned terminal 60 to input the information on the provision information screen. The manned terminal 60 receives input of these information (S215) and transmits the input information to the information providing server 10.

  When the information providing server 10 receives input information (rejection information for the sales promotion information 31b, various types of acquisition information, etc.) from the manned terminal 60, the received customer information is used as the customer information of the inquiry customer. It is registered in the database 31 in association with the information 31a (S220).

  When the information providing server 10 registers the input information, the optimization unit 22 reads the input information from the database 31, analyzes the content of the input information (S225), and further executes optimization of the customer information, The customer information after execution is registered in the database 31 (S230). That is, the information providing server 10 performs feedback and update of the personal information of the inquiry customer based on the input information. Specifically, the optimization unit 22 reads the customer characteristic information 200 from the condition storage unit 32, and based on the customer characteristic information 200, the contents of the input information analyzed in S <b> 225 are specified by the customer characteristic information 200. It is determined whether or not the provision of the promotion information 31b is “permitted”, and according to the determination result, the content of the customer information of the inquiry customer is changed or maintained, and the result information is registered in the database 31. . As a result, a series of processing ends.

  On the other hand, as shown in FIG. 3C, when it is determined in S155 shown in FIG. 3A that the inquiry is not from the manned terminal 60 (that is, the inquiry is from the unmanned terminal 70) (in the case of “No”) In addition, in the information providing server 10, whether or not the optimization unit 22 is a person who “allows” the provision of the sales promotion information 31 b based on a predetermined condition for determining whether or not to provide the information. (S305). Here, a description will be given assuming that the unattended terminal 70 as the inquiry source is the ATM 71 or the customer operation terminal 72. In addition, here, a sales support person who operates the call center terminal 62 operates the call center terminal 62 while talking to a customer who operates the unmanned terminal 70 that is the inquiry source, and the display screen of the unmanned terminal 70 that is the inquiry source. In the following description, it is possible to switch between the above and input various information to the call center terminal 62.

The “condition for determining whether to provide” is information defining the following processes (1) to (5), for example. The “condition for determining whether to provide” may be defined by the control program 30a, for example, or may be registered in the condition storage unit 32 as changeable information.
(1) The guidance rejected in the previous conversation (guidance of the sales promotion information 31b) is processed as undisplayed.
(2) The same guidance that has reached the limited number of times during a certain period is processed as undisplayed.
(3) Guidance that has not been answered in the previous conversation is processed as undisplayed for a certain period.
(4) The guidance that has been responded to in the previous conversation is handed over to the manned terminal 60, and the invitation to the customer's telephone guidance or store guidance is executed.
(5) The specific guidance is performed on a different channel (a connection terminal 50 different from the currently used connection terminal 50) after a certain period of time.

  After S305, in the information providing server 10, the providing unit 21 uses the customer information of the inquiring customer as the providing information, generates the providing information screen of the inquiring customer, and uses the generated providing information screen as the unattended terminal of the inquiring source 70 is transmitted to the call center terminal 62 corresponding to 70 (S310). In addition, the providing unit 21 transmits an arbitrary provided information screen to the unattended terminal 70 as a reference source in accordance with an instruction from the call center terminal 62.

  Upon receiving the provision information screen from the information provision server 10, the call center terminal 62 and the inquiry-source unmanned terminal 70 display the received provision information screen on a display unit (not shown) (S315).

  A sales support person who operates the call center terminal 62 has a conversation with a customer who operates the unmanned terminal 70 via the call center terminal 62 while referring to a provision information screen displayed on a display unit (not shown) of the call center terminal 62. Then, the sales support staff, from the conversation, reject information (or acceptance information) for the sales promotion information 31b such as campaign information and recommendation information, and various acquisition information (for example, close retirement, advancement of children, etc., Dynamic factor information about customers).

  When the sales support staff obtains refusal information for the sales promotion information 31b, various types of acquisition information, and the like, the sales support staff operates the call center terminal 62 to input the information on the provision information screen. The call center terminal 62 receives the input of these information (S320), and transmits the input information to the information providing server 10. The information may be input by a customer who operates the unmanned terminal 70. In this case, the unmanned terminal 70 transmits the input information to the information providing server 10.

  When the information providing server 10 receives input information from the unmanned terminal 70 (rejection information for the sales promotion information 31b, various types of acquisition information, etc.), the received input information is used as the customer information of the inquiry customer. It is registered in the database 31 in association with the information 31a (S325).

  When the information providing server 10 registers the input information, the optimization unit 22 reads the input information from the database 31 and analyzes the content of the input information (S330), as in S225 and S230 shown in FIG. 3B. The customer information is optimized, and the customer information after execution is registered in the database 31 (S335). As a result, a series of processing ends.

<Display screen example of connected terminal>
Hereinafter, display screen examples of the connection terminal 50 will be described with reference to FIGS. 4, 5 </ b> A to 5 </ b> G, and FIG. 6.

  4 and 5A to 5G are diagrams each illustrating an example of a display screen of a manned terminal used in the embodiment. Here, the description will be made assuming that the manned terminal 60 as the inquiry source is the branch terminal 64.

  The providing unit 21 of the information providing server 10 generates an inquiry customer provision information screen in S205 shown in FIG. 3B and transmits it to the inquiry source branch terminal 64. When receiving the provision information screen from the information provision server 10 in S210 shown in FIG. 3B, the inquiry source branch terminal 64 displays the received provision information screen on a display unit (not shown). 4 and 5A to 5G show examples of display screens displayed on the store terminal 64 at this time. Note that the display screen examples shown in FIGS. 4 and 5A to 5G may be displayed on the unmanned terminal 70 depending on the operation.

  FIG. 4 shows a top screen of the provided information screen of the inquiry customer. The top screen is a screen that mainly displays customer basic attribute information of the inquiry customer. In the example shown in FIG. 4, the top screen shows management information such as a store number, an operator (namely, a sales support person who operates the sales office terminal 64), a date, a customer CIF number, a customer management store, and a customer name. It includes customer basic attribute information such as age, gender, address, and event. The top screen has buttons for executing processes such as “customer search” and “registration” (hereinafter referred to as “process execution buttons”), “sales promotion information”, “contact history”, “event” The screen includes buttons for displaying screens such as “information”, “customer information”, “custody assets”, “transaction information” (hereinafter referred to as “screen display buttons”). When the “screen display button” is pressed by an operator (sales support staff), the store terminal 64 displays a screen such as “sales promotion information” on a display unit (not shown).

  FIG. 5A shows a screen display example in a state where the “event information” screen is displayed. The “event information” screen is a screen that displays information related to customer events (for example, information such as a store visit schedule, a consultation schedule, a marriage schedule, a child advancement schedule, and a retirement schedule). In the example shown in FIG. 5A, the “event information” screen includes a display area for “event registration” and a display area for “list of registered events”.

  The display area of “event registration” is an area for causing the information providing server 10 to register information related to customer events. The store terminal 64 is input by an operator (that is, a sales support person who operates the store terminal 64) inputs information related to the customer event in the “event registration” display area and presses the “register” button. Information on the event of the customer that has been sent is transmitted to the information providing server 10. When the information providing server 10 receives the information about the customer event from the sales office terminal 64, the information providing server 10 registers the received information about the customer event in the database 31 in association with the customer basic attribute information 31a as the customer customer information. When information related to customer events is registered in the database 31, the display content of the “registered event list” is updated.

  The “Registered Event List” display area is an area for displaying a list of information related to customer events registered in the information providing server 10. In the display area of “Registered Event List”, “Delete” buttons are displayed corresponding to each of the information related to the customer events displayed in the list. When the operator presses an arbitrary “delete” button, the branch terminal 64 transmits a request to delete information related to the customer event corresponding to the pressed delete button to the information providing server 10. When receiving the deletion request from the branch terminal 64, the information providing server 10 deletes information related to the customer event designated by the received deletion request from the database 31. When the information about the customer event is deleted from the database 31, the display content of the “registered event list” is updated.

  FIG. 5B shows a screen display example in a state where the “Sales Promotion Information” screen is displayed. In the example shown in FIG. 5B, the “Sales Promotion Information” screen includes a display area in which products and information related to customer events are associated with each other, and a campaign product display area.

  FIG. 5C shows a screen display example in a state where the “contact history” screen is displayed. The “Contact” screen is a screen that displays a history and schedule of contacts with customers. In the example illustrated in FIG. 5C, the “contact history” screen includes a display area such as a date, a channel, a recommendation, an overview, a registered store, and a registrant.

  FIG. 5D shows a screen display example in a state where the “claim information” screen is displayed. The “claim information” screen is a screen that displays claim information received from a customer. In the example illustrated in FIG. 5D, the “claim information” screen includes a display area such as a date, complaint contents, a registered store, and a registrant.

  FIG. 5E shows a screen display example in a state where the “customer information” screen is displayed. The “customer information” screen is a screen for displaying detailed customer information. In the example shown in FIG. 5E, the “customer information” screen includes a display area for customer information such as a work place and a telephone number, and a display area for handled products.

  FIG. 5F shows a screen display example in a state in which the “Custody assets” screen is displayed. The “Custody assets” screen is a screen that displays the contents of assets deposited from customers. In the example illustrated in FIG. 5F, the “Custody Asset” screen includes a display area such as the maturity / expiration date, item / type, and amount of the custody asset.

  FIG. 5G shows a screen display example in a state where the “transaction information” screen is displayed. The “transaction information” screen is a screen that displays the details of a transaction that is being performed with a customer. In the example illustrated in FIG. 5G, the “transaction information” screen includes a display area of customer balances corresponding to various transaction forms.

  FIG. 6 is a diagram illustrating an example of a display screen of the unmanned terminal used in the embodiment. Here, a description will be given assuming that the unmanned terminal 70 as the inquiry source is the customer operation terminal 72.

  The providing unit 21 of the information providing server 10 generates an inquiry customer providing information screen in S310 illustrated in FIG. 3C and transmits the inquiry customer providing information screen to the inquiry source customer operation terminal 72. Upon receiving the provision information screen from the information provision server 10 in S315 shown in FIG. 3C, the customer operation terminal 72 as the inquiry source displays the received provision information screen on a display unit (not shown). FIG. 6 shows an example of a display screen displayed on the customer operation terminal 72 at this time.

The display screen example shown in FIG. 6 is an introduction screen when a financial institution recommends a product to a customer.
FIG. 6A shows an example of a display screen of a message type (that is, a configuration in which various types of provided information are displayed as characters that are freely input through a marketer terminal).
FIG. 6B shows a display screen example in which an image (a still image or a moving image) and a message type are combined.
FIG. 6C shows an example of a display screen of a poster type (that is, a configuration for displaying a still image or a moving image including characters for advertising provided information).

  In the example shown in FIGS. 6A to 6C, each screen is provided with a “Guidance not required” button and a “Request consultation” button. The customer operation terminal 72 executes a predetermined process without executing the guidance for the product (displaying the sales promotion information 31b) when the “Guidance unnecessary” button is pressed by the customer. On the other hand, when the “consultation request” button is pressed by the customer, the customer operation terminal 72 becomes in a state where conversation with an operator (sales support staff) who operates the call center terminal 62 is possible, and guidance on the product is executed. The

  As described above, according to the information providing server 10 according to the present embodiment, it is determined whether or not the business promotion information can be provided at a suitable timing (for example, when contact is made with the customer), and the customer determined to be acceptable. Sales promotion information can be provided. As a result, according to the information providing server 10, it is possible to efficiently introduce the product to a customer who is expected to purchase the product, thereby improving the profit of the information provider (here, financial institution) due to the increase in sales and the customer's It is possible to improve loyalty for information providers.

  The present invention is not limited to the above-described embodiment, and various changes and modifications can be made without departing from the gist of the present invention.

For example, the contents and configuration of the event information 100 shown in FIG. 2A and the customer characteristic information 200 shown in FIG. 2B can be changed as appropriate.
Further, for example, the contents and configuration of the display screens shown in FIGS. 4, 5A to 5G, and FIG. 6 can be changed as appropriate.
The sales support system 1 can be used in an organization other than a financial institution, for example, a securities business, a real estate business, a manufacturing industry, or the like.

  Further, for example, the sales support system 1 can replace the information providing server 10 (see FIG. 1) with an information providing server system 11 as shown in FIG. FIG. 7 is a diagram illustrating a modification of the information providing server according to the embodiment.

As shown in FIG. 7, the information providing server system 11 has a configuration in which the information providing server 10 shown in FIG. 1 is separated into a Web server 11A, a database server 11B, and a monitoring server 11C.
The Web server 11 </ b> A is a server that generates screen information to be displayed on the display unit of the connection terminal 50 and provides the screen information to the connection terminal 50.
The database server 11B is a server having a database 31 in which customer information is registered.
The monitoring server 11C is a server that performs optimization of customer information registered in the database server 11B.

The Web server 11A includes a control unit 20A configured by a CPU, a storage unit 30A configured by a ROM, a RAM, an HDD, and the like, and a communication unit 40A configured by a communication interface.
The control unit 20A functions as the providing unit 21 and the communication control unit 24A. The providing unit 21 and the communication control unit 24A are components similar to the providing unit 21 and the communication control unit 24 illustrated in FIG.
The storage unit 30A has a storage area for storing the Web server control program 30aa, the screen form information 30b, and the like. The Web server control program 30aa is a program for causing a computer to function as the Web server 11A. The screen form information 30b is the same as that shown in FIG.

The database server 11B includes a control unit 20B configured by a CPU, a storage unit 30B configured by ROM, RAM, HDD, and the like, and a communication unit 40B configured by a communication interface.
The control unit 20B functions as a storage management unit 23 and a communication control unit 24B. The storage management unit 23 and the communication control unit 24B are the same components as the storage management unit 23 and the communication control unit 24 shown in FIG.
The storage unit 30B has a storage area in which the database server control program 30ab is stored, and a storage area (database 31) in which the customer basic attribute information 31a, the sales promotion information 31b, and the like are stored. The database server control program 30ab is a program for causing a computer to function as the database server 11B. The customer basic attribute information 31a and the sales promotion information 31b are the same as those shown in FIG.

The monitoring server 11C includes a control unit 20C configured by a CPU, a storage unit 30C configured by a ROM, a RAM, an HDD, and the like, and a communication unit 40C configured by a communication interface.
The control unit 20C functions as the optimization unit 22 and the communication control unit 24C. The optimization unit 22 and the communication control unit 24C are the same components as the optimization unit 22 and the communication control unit 24 shown in FIG.
The storage unit 30C has a storage area in which the monitoring server control program 30ac is stored, and a storage area (condition storage unit 32) in which the event information 100, the customer characteristic information 200, and the like are stored. The monitoring server control program 30ac is a program for causing a computer to function as the monitoring server 11C. The event information 100 and the customer characteristic information 200 are the same as those shown in FIG.

  Since the information providing server system 11 has a configuration in which the information providing server 10 shown in FIG. 1 is separated into the Web server 11A, the database server 11B, and the monitoring server 11C, the same operation as the information providing server 10 is executed. To do. Therefore, according to the information providing server system 11, as with the information providing server 10 shown in FIG. 1, it is determined whether or not the business promotion information can be provided at a suitable timing (for example, when contact is made with a customer). Sales promotion information can be provided to customers determined to be acceptable. As a result, according to the information providing server system 11, as with the information providing server 10 shown in FIG. 1, it is possible to efficiently introduce a product to a customer who is expected to purchase the product. It is possible to improve the profits of the financial institutions (here, financial institutions) and increase the loyalty of the customer information provider.

  Further, for example, the sales support system 1 shown in FIG. 1 can be configured to connect the information providing server 10 and the connection terminal 50 provided in different organizations. Further, for example, the sales support system 1 illustrated in FIG. 7 performs connection between the Web server 11A provided in a different organization and the connection terminal 50, and connection between the Web server 11A provided in a different organization and the database server 11B. It can also be configured.

DESCRIPTION OF SYMBOLS 1 Sales support system 10 Information provision server 11 Information provision server system 11A Web server 11B Database server 11C Monitoring server 20, 20A, 20B, 20C Control part (CPU)
21 providing unit 22 optimizing unit 23 storage management unit 24, 24A, 24B, 24C communication control unit 30, 30A, 30B, 30C storage unit (ROM, RAM, HDD, etc.)
30a Control program 30b Screen form information 31 Database 31a Customer basic attribute information 31b Sales promotion information 40, 40A, 40B, 40C Communication unit (communication interface)
50 connection terminal 60 manned terminal 61 marketer terminal 62 call center terminal 63 office desk terminal 64 branch office terminal 70 unmanned terminal 71 ATM
72 Customer operation terminal 73 Mail sending PC
74 Direct mail issuing PC
80 Information Collection System 81 Account Host Computer 82 Market Status Information System 90 Network 100 Event Information 200 Customer Characteristic Information

Claims (10)

In the information providing server that generates screen information to be displayed on the connection terminal and provides the information to the connection terminal,
A first storage unit that stores customer basic attribute information representing basic attributes of each customer, and sales promotion information proposed to the customer from the information provider side;
Event information indicating a condition for defining a timing for associating the customer basic attribute information and the sales promotion information stored in the first storage unit, and a condition for specifying whether or not the sales promotion information can be provided to a customer A second storage for storing customer characteristic information representing
Based on the event information stored in the second storage unit, the timing at which the customer basic attribute information stored in the first storage unit is associated with the sales promotion information is determined to be suitable. At the same time, the optimization unit that executes the association of both pieces of information and determines whether or not to provide the sales promotion information to the customer according to the customer characteristic information stored in the second storage unit;
A provision unit that generates the screen information based on the customer basic attribute information stored in the first storage unit and provides the screen information to the connection terminal;
The providing unit adds the sales promotion information associated with the customer basic attribute information to the connection terminal operated by the customer determined to be able to provide the sales promotion information by the optimization unit. An information providing server, wherein the screen information is generated based on the information and provided to the connection terminal. In the information provision server of Claim 1,
The condition represented by the event information is any one or more of a change in customer account information, a change in market conditions, a change in customer behavior, and a predetermined specific time. . In the information providing server according to claim 1 or 2,
The condition represented by the customer characteristic information is any one or more of a customer characteristic, personality, experience, risk propensity, preference, and latency. In the information provision server as described in any one of Claims 1 thru | or 3,
In the case where the connection terminal that provides the screen information is an unmanned terminal operated by a customer, the providing unit further determines whether the business promotion information can be provided based on the guidance content of the business promotion information. An information providing server characterized by determining. In the information provision server of Claim 4,
The information providing server characterized in that, when the guidance content of the business promotion information is previously rejected, the providing unit determines that the business promotion information is not provided. In the information provision server of Claim 4 or Claim 5,
The information providing server, wherein the providing unit determines that the business promotion information is not provided when the guidance content of the business promotion information has reached a limited number of times during a certain period. In the information provision server as described in any one of Claim 4 thru | or 6,
The information providing server characterized in that the providing unit determines that the business promotion information is not provided for a certain period when the guidance content of the business promotion information has not been previously responded. In the information provision server as described in any one of Claim 4 thru | or 7,
The providing unit provides the business promotion information to a manned terminal operated by a person on the information provider side when the guidance content of the business promotion information is a previous response. A feature-providing server. In the information provision server as described in any one of Claims 4 thru | or 8,
The information providing server, wherein the providing unit provides the business promotion information of a predetermined specific case to any predetermined connection terminal. Customer basic attribute information representing basic attributes of each customer, and a first storage unit that stores sales promotion information proposed to the customer from the information provider side, and the customer basics stored in the first storage unit A second storage unit that stores event information that represents a condition that defines the timing of association between attribute information and the business promotion information, and customer characteristic information that represents a condition that defines whether or not to provide the business promotion information to a customer A computer having
Based on the event information stored in the second storage unit, the timing at which the customer basic attribute information stored in the first storage unit is associated with the sales promotion information is determined to be suitable. At the same time, the optimization unit that executes the association of both pieces of information and determines whether or not to provide the sales promotion information to the customer according to the customer characteristic information stored in the second storage unit;
Generating the screen information based on the customer basic attribute information stored in the first storage unit, and functioning as a providing unit to provide to the connection terminal;
The providing unit adds the sales promotion information associated with the customer basic attribute information to the connection terminal operated by the customer determined to be able to provide the sales promotion information by the optimization unit. The screen information is generated based on the program and provided to the connection terminal.

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