JP5697636B2 - Self-oiling system and customer service management method - Google Patents

Description

  The present invention relates to a technique for systematizing a refueling process at a service station, and more particularly to a technique effectively applied to a self-refueling system and a customer service management method for smoothly performing manned service at a self-refueling service station.

  At gas stations and service stations (hereinafter sometimes collectively referred to as “SS”), in recent years, employees do not perform refueling operations, but users themselves perform from refueling operations to payments. The installation of so-called self-SS is spreading.

  In the self-service station, a number of self-external machines that have POS (Point Of Sale) functions such as settlement and slip issuance as well as refueling are installed, and users who come to the store enter the vacant lane and see the screen of the self-external machine. Refueling operation is performed by operating. In order to receive other manned services other than self-service, such as car washing and oil exchange, a store clerk or employee is called separately.

  As a mechanism for smoothly using a user's refueling and other services in the self-SS, for example, Japanese Patent Laid-Open No. 2001-99660 (Patent Document 1) describes a vehicle with a vehicle that is about to stop at a gas station. Maximizing the advantages of DSRC used for ETC, etc., by providing communication means for wireless communication between them and management means for managing services received at the gas station of the vehicle using wireless communication by this communication means A management system for a gas station using wireless communication is described.

JP 2001-99660 A

  In the self-SS, users mainly use services that can be carried out by themselves, such as refueling. However, as described above, for example, car wash, oil change, maintenance, etc. There are also service menus that need to receive a manned service by the person in charge.

  At this time, in the case of a procedure for calling a staff member by pressing a button or making a voice after the user enters the lane where the self-external machine is installed, the staff member starts preparation for service provision from there. Therefore, useless time is required. Further, for example, when carrying out a car wash service, it may be found that other services such as oil change and vehicle inspection that need to be carried out regularly are approaching. In order to implement these manned services, the user may be forced to move within the SS from the current lane, and the implementation of the service desired by the user and the suggestion of the recommended service cannot be performed smoothly. is the current situation.

  Accordingly, an object of the present invention is to determine whether or not to provide customer service or manned service by a staff member when a user enters the store, and whether or not to recommend / suggest appropriate service when the user enters the store. It is to provide a self-refueling system and a customer service management method for supporting smooth and efficient provision of manned service by communication and staff. The above and other objects and novel features of the present invention will be apparent from the description of this specification and the accompanying drawings.

  Of the inventions disclosed in this application, the outline of typical ones will be briefly described as follows.

  A self-refueling system according to a typical embodiment of the present invention is a self-refueling system for a user to perform a self-refueling operation at a service station, and has the following features.

  That is, the self-refueling system is installed for each service station and has a service station system having an access point that enables the first short-range wireless communication, and the service is held by the user via the access point. A portable first information processing terminal capable of performing the first short-range wireless communication with a station system, and a staff of the service station, and the service station via the access point A portable second information processing terminal capable of performing the first short-range wireless communication with the system, the information relating to the user, the service station system and the first network Via the second network and the first network via the second network. And a customer management system capable of receiving a request from the broadcast processing terminal.

  The service station system detects that the first information processing terminal has entered the communicable area by the first short-range wireless communication, and that a communication session has been established with the access point, Based on the identification information of the first information processing terminal, the attribute information relating to the user who owns the first information processing terminal is acquired from the customer management system, and the second information processing terminal To notify.

  Among the inventions disclosed in the present application, effects obtained by typical ones will be briefly described as follows.

  That is, according to the representative embodiment of the present invention, in the self-SS, it is determined whether or not it is necessary to provide customer service or manned service by a staff member when a user enters the store, and whether or not to recommend or propose an appropriate service. In addition, communication between the user and the self-SS and provision of manned service by a staff member can be performed smoothly and efficiently.

It is the figure which showed the outline | summary about the structural example of the self-oil supply system which is one embodiment of this invention. It is the figure which showed the outline | summary about the example of the data structure of registration member DB in one embodiment of this invention. It is the figure which showed the outline | summary about the example of the data structure of the desired service DB in one embodiment of this invention. It is the figure which showed the outline | summary about the example of the data structure of purchase history DB in one embodiment of this invention. It is the figure which showed the example of the flow of the process at the time of the user visit in the embodiment of this invention.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. Note that components having the same function are denoted by the same reference symbols throughout the drawings for describing the embodiment, and the repetitive description thereof will be omitted.

  In the self-fueling system according to an embodiment of the present invention, each self-SS configures a short-range wireless communication network such as WiFi (registered trademark), and has a communication function that can use the network within a communicable range. By detecting that a user having a mobile terminal such as a smartphone has entered, the system can detect a store entry before the user enters a lane where a self-external device is installed. This makes it possible to smoothly carry out sales promotion activities such as provision of manned services to the user by the staff and recommendations / suggestions.

<System configuration>
FIG. 1 is a diagram showing an outline of a configuration example of a self-fueling system according to an embodiment of the present invention. The self-refueling system 1 includes an SS system 100 installed in each self-SS, one or more self-external machines 150 installed in each SS, and a customer management system 200 that is an information processing system configured as a center system. A refueling system having an information processing function, including a tablet-type terminal 300 possessed by a staff member who provides a manned service with a self-SS and a smartphone 400 possessed by each user who uses a service such as refueling It is. In addition to these configurations, for example, the center system may include a negative authorization system (not shown) that performs credit check for credit card settlement.

  In each self-SS, the SS system 100 includes an access point 140, thereby configuring a short-range wireless communication network including a wireless LAN (Local Area Network) using WiFi (registered trademark). For example, in the case of WiFi (registered trademark), the communicable area 141 (shown as a shape surrounded by a dotted frame in the example of FIG. 1) of the network is in the range of several tens of meters from the access point 140. Not much different from the SS store site.

  Therefore, it is presumed that the user has entered or visited the SS when the user having the smartphone 400 or the like having the wireless communication unit 420 capable of wireless communication through the network enters the communicable area 141. be able to. Further, the SS staff member possesses the tablet terminal 300 or the like having the wireless communication unit 320 capable of wireless communication through the network, so that the SS can be used anywhere in the SS site (in the communicable area 141). It is possible to communicate with the system 100.

  In each self-SS, the SS system 100 and each self-external device 150 can communicate with each other via a network such as a wired LAN or a wireless LAN based on short-range wireless communication with the access point 140. Each SS system 100 can communicate with a customer management system 200 installed in the center via a network such as a dedicated line or a VPN (Virtual Private Network). The customer management system 200 has, for example, a web server program (not shown) and the like, and can accept requests from an information processing terminal such as a smartphone 400 or a PC (not shown) held by the user via the Internet 500.

  Each self-external device 150 includes a media reading unit 151 having an IC card reader function based on near field communication compliant with NFC (Near Field Communication) such as FeliCa (registered trademark). For example, between the smartphone 400 having the NFC communication unit 430 having an NFC-compliant short-range wireless communication function such as “registered trademark” and the like, for example, refueling conditions (oil type, refueling amount, etc.) and settlement means (cash, credit card) It is possible to exchange information necessary for a refueling service such as a prepaid card or a prepaid card. The self-external machine 150 can provide a self-refueling service to the user based on information such as the refueling conditions and the settlement means received from the smartphone 400.

  The SS system 100 is an information processing system that is installed in each self-SS and includes a PC, a server device, and the like. The SS system 100 has an access point 140, or a user who enters the communicable area 141 in cooperation with the access point 140. This is a system that detects the smartphone 400 and the like and push-notifies the smartphone 400 and the tablet terminal 300 held by the staff of necessary information related to the service desired by the user and the recommended service. That is, it is possible to communicate with the smartphone 400 and the tablet terminal 300 through the access point 140 by short-range wireless communication. The SS system 100 includes various units such as a terminal detection unit 110, a notification unit 120, and a service inquiry unit 130 that are implemented by software.

  The terminal detection unit 110 confirms that the smartphone 400 that the user has entered the communicable area 141, that is, that the short-range wireless communication session has been established between the access point 140 and the wireless communication unit 420 of the smartphone 400. It has a function of detecting and acquiring information such as a terminal ID for identifying the smartphone 400.

  The notification unit 120 exists in the communicable area 141, and provides a service desired by the user to the smartphone 400 or the tablet terminal 300 in which a short-range wireless communication session is established with the access point 140. It has a function of sending notification information related to a recommended service to the user and making a push notification. The transmitted information is displayed on the screen by the service application 410 of the smartphone 400 or the reception application 310 of the tablet terminal 300, thereby notifying the user or staff. The content of the information to be notified is acquired from the customer management system 200 by the service inquiry unit 130 described later, for example.

  Based on information such as a terminal ID for identifying the smartphone 400 acquired by the terminal detection unit 110, the service inquiry unit 130 sends a service requested by the user holding the smartphone 400 to the user or the user from the customer management system 200. It has a function of acquiring notification information related to a recommended service. The notification information includes, for example, attribute information registered in a registered member DB 241 (to be described later), contents of a desired service registered in the desired service DB 242, and purchase history DB 243 for the user (member) of the smartphone 400. Sales promotion information such as recommended services extracted on the basis of accumulated past purchase records or the like may be included.

  Among the acquired notification information, for example, information on recommended services for the user is push-notified to be displayed on the screens of the user's smartphone 400 and the staff's tablet terminal 300 via the notification unit 120. . In addition, attribute information for identifying the user, such as the user's name, vehicle type, and vehicle number, and the contents of the service desired by the user are pushed to be displayed on the screen of the tablet terminal 300. When the user is interested in the content of the recommended service notified or when he / she wants to call a staff member when the service is performed, an input to that effect is accepted via the service application 410 of the smartphone 400, and the SS system You may make it notify to the tablet-type terminal 300 via 100. FIG.

  By such notification, the user can receive the recommendation of the promotion information of the recommended product or service for himself at the timing of entering the SS, and the SS staff also recommends to the user. It is possible to grasp the products and services that should be performed. Therefore, the staff member grasps the presence or absence of the manned service that the user desires and the recommended manned service at an early stage such as before the user enters the lane of the self-external device 150, and It will be possible to approach smoothly as necessary and to guide to an appropriate place after considering proposals and implementation.

  In addition, since the SS staff is notified of attribute information such as the vehicle number of the user, for example, when the user enters the lane of the self-external device 150 while the staff is waiting in the backyard or the like. However, it is possible to easily grasp which lane is entered and approach the user without hesitation. In addition, when the user who entered the lane touches the media reading unit 151 (IC card reader) of the self-external device 150 and performs short-range wireless communication by the NFC communication unit 430, the reading is performed here. Based on the terminal ID for identifying the smart phone 400, information such as the vehicle number of the user can be obtained from the customer management system 200 via the SS system 100, and the position of the lane number etc. of the self-external device 150 can be specified. You may make it notify to the tablet-type terminal 300 together with various identification information.

  As described above, the customer management system 200 has a web server program (not shown), and provides various services to users of the fueling service, particularly users who have the smartphone 400 that is a feature of the present embodiment. It is a server system to provide. The customer management system 200 includes, for example, each unit such as a member information management unit 210, a purchase history inquiry unit 220, and a sales promotion information extraction unit 230 implemented by software. Further, it has tables such as a registered member database (DB) 241, a desired service DB 242, and a purchase history DB 243 implemented by a database, a file table, and the like.

  The member information management unit 210 has a function of registering and managing member information about a user (“smartphone member”) who receives various services using the smartphone 400 among the users of the refueling service in the registered member DB 241. . Here, for example, in addition to registering attribute information such as a member's name, the authentication information for establishing a short-distance wireless communication session between the user's smartphone 400 and the access point 140 provided by the self-SS is provided. Exchanges and registration of terminal identification IDs are also performed. The above management processing may be performed by each user accessing the member information management unit 210 via an application, a web browser, or the like from an information processing terminal such as the smartphone 400 or a PC (not shown), if possible. An administrator of the customer management system 200 or the like may perform it in response to an application from the user.

  In addition, when there is a manned service (car wash, oil change, inspection / maintenance, etc.) that each user wishes to visit the self-SS from now on, the member information management unit 210 stores the contents in advance on the smartphone 400 or the like. And registering in the desired service DB 242.

  The purchase history inquiry unit 220 receives an inquiry request from each user for purchase results (including purchase results of other products and services such as car wash, oil change, inspection and maintenance in addition to refueling) from the smartphone 400 or the like. , It has a function of referring to the purchase history DB 243 to provide information on the corresponding purchase record. In addition to the inquiry, a receipt for each purchase record may be output to a printer or file owned by the user.

  The sales promotion information extraction unit 230 analyzes the contents of the purchase history DB 243 during the inquiry process in the purchase history inquiry unit 220 or based on a request from the self-external machine 150 at the time of refueling service, and the target user It has a function to extract and provide sales promotion information for (members). For example, it is possible to recommend a product that is likely to be of interest to the user, or to recommend that the next inspection period is from the previous inspection / maintenance period. A specific analysis method or the like of the contents of the purchase history DB 243 is not particularly limited, and various analysis methods can be used as appropriate. Note that these sales promotion information extraction processes may be performed for each user in advance by daily batch processing or the like.

  The smartphone 400 is a portable information processing terminal that can access a Web server system via the Internet 500 by operating a Web browser or an application program, for example. In this embodiment, a so-called “smart phone” is described as an object. However, an information processing terminal having a function equivalent to that of the smartphone 400 described later can be used even if a mobile phone, a tablet terminal, or the like is used. It is natural to be good.

  The smartphone 400 performs wireless communication unit 420 including hardware and software that realizes a function of performing short-range wireless communication using the above-described WiFi (registered trademark), and NFC-compliant short-range wireless communication such as FeliCa (registered trademark). In addition to the NFC communication unit 430 made up of hardware and software that implements the function to be performed, for example, it has a service application 410 implemented by software.

  The service application 410 has a function of performing member registration with the customer management system 200 and changing member registration information in order to perform refueling using the smartphone 400. In addition, it has a function of registering in advance in the customer management system 200 the contents of the service that the customer wishes to visit after visiting the self-SS.

  When the user enters the SS, that is, when the smartphone 400 enters the communicable area 141 and establishes a short-range wireless communication network session with the access point 140, the push notification is sent from the SS system 100. It has a function of displaying recommended information such as products and services on the screen and notifying the user. Also, if the user is interested in the content of the recommended service notified, or if he / she wants to call a staff member at the time of performing the service, an input to that effect is accepted, and the tablet terminal via the SS system 100 A function of notifying 300 may be provided.

  Further, for example, the self-external machine when the user performs the refueling process, such as pre-designating the details of refueling in the self-external machine 150 or electronically obtaining and displaying a receipt after the refueling is performed. The user interface function at 150 may be supplemented / expanded. Note that these functions may be realized by, for example, downloading and executing the service application 410 from an application providing site or the like, or using a Web browser (not shown), the customer management system 200, the SS system 100, or It may be realized by a Web application that accesses and executes another center system.

  The tablet-type terminal 300 includes, for example, a reception application 310 implemented by software in addition to the above-described hardware and software wireless communication unit 320 that implements a function of performing short-range wireless communication using WiFi (registered trademark) or the like. Etc. When the user enters the SS, the reception application 310 receives attribute information such as name, vehicle type, vehicle number, etc., and information on the desired manned service, etc., for the user notified by push from the SS system 100. Is displayed on the screen to notify the staff. For example, when the user causes the smartphone 400 to read the media reading unit 151 of the self external device 150, identification information such as the lane number of the self external device 150 is notified via the SS system 100. In some cases, it may have a function of displaying this.

  Furthermore, it has a function of displaying on the screen recommended information such as products and services for the user notified from the SS system 100 and notifying the staff. When the user is interested in the content of the recommended service, or when an input such as calling a staff member is performed on the service application 410 when the service is performed, a notification to that effect is received via the SS system 100, You may have the function to display and notify this on a screen. It may have a function of displaying electronic data such as catalogs of various products and services, pamphlets and price lists and presenting them to the user. Moreover, you may have the function to receive the input at the time of performing service, such as inspection and maintenance by a staff member, and check items.

<Data structure>
FIG. 2 is a diagram showing an outline of an example of the data configuration of the registered member DB 241 of the customer management system 200. The registered member DB 241 is a master that holds member information about various services using the smartphone 400 among users of a service such as refueling at the SS, in particular, a user who activates the function of detecting entry into the SS. The table includes items such as a terminal identification number as management information, a member name as member information, contact information and member information, and a vehicle type and vehicle number as vehicle information.

  The item of terminal identification number as management information holds identification information such as an ID that can uniquely identify the terminal of the smartphone 400 used by the target member. For example, the MAC address of the smartphone 400, the terminal identification number recorded on the built-in FeliCa (registered trademark) chip, or the like can be used.

  Each item of the member name and contact address as the member information holds contact information such as the name, address and telephone number of the target member. In addition, the item of member information holds various attribute information such as the gender and age of the target member, and services of interest (for example, car washing, vehicle inspection, etc.). Each item of the vehicle type and vehicle number as the vehicle information holds information on the vehicle type of the vehicle that is held by the target member and is subject to services such as refueling at the SS and the vehicle number that identifies this. When there are a plurality of target vehicles, a plurality of items of vehicle information may be held. The items of management information, member information, and vehicle information described above are information that a user accesses to the member information management unit 210 of the customer management system 200 by using the service application 410 of the smartphone 400, a Web browser, or the like to register. .

  FIG. 3 is a diagram showing an outline of an example of the data configuration of the desired service DB 242 of the customer management system 200. The desired service DB 242 is a table that holds information registered in advance when there is a manned service that a user desires when receiving a service such as refueling at an SS. For example, a terminal as management information Each item includes an identification number, a scheduled visit date and time as service information, a scheduled visit SS, and a desired service.

  The item of terminal identification number as management information is the same as the item of terminal identification number in the registered member DB 241 in FIG. The items of the scheduled visit date and the scheduled visit SS as the service information are the date and time when the target user is scheduled to visit the SS, and the store number, store name, address, Holds information such as phone numbers. It should be noted that the registration of such information does not cause an effect such as reservation for the target SS, and the user visits an arbitrary SS at an arbitrary timing regardless of the registered contents of the information. be able to. Therefore, these pieces of information are reference information, and can be omitted if they are not yet determined.

  The item of desired service holds information for specifying the content of the manned service that the target user wants to visit the self-SS from now on. Note that each item of the service information is information that the user accesses and registers to the member information management unit 210 of the customer management system 200 using the service application 410 of the smartphone 400, a Web browser, or the like.

  FIG. 4 is a diagram showing an outline of an example of the data configuration of the purchase history DB 243 of the customer management system 200. The purchase history DB 243 is a table that holds, as a purchase history, information relating to the details of refueling performed by the self-external machine 150 and the purchase details of other products / services. For example, the terminal identification number, history as management information Each item includes items such as purchase date and time, purchase SS, purchased product / service, quantity, and amount as information.

  The item of terminal identification number as management information is the same as the item of terminal identification number in the registered member DB 241 in FIG. Each item of purchase date and time and purchase SS as history information includes information on the date and time when the user refueled the self-external machine 150 or purchased goods / services, and the SS that performed refueling or purchasing. Store information such as store number and store name. The items of purchased goods / services, quantity and price are information such as the product number and product name that can identify the contents of products and services purchased by the user, information on the quantity purchased, and the total price. Hold.

  In addition, each item of the above-described history information includes, for example, purchase information on the purchase of goods and services at the SS by the user transmitted directly from the self-external device 150 or via the SS system 100, This is information recorded based on the result information when the customer management system 200 is accessed by the service application 410 of the smartphone 400, a Web browser, or the like and the product is purchased through electronic commerce.

  The data configuration (items) of each table shown in FIGS. 2 to 4 is merely an example, and any other table configuration or data configuration may be used as long as similar data can be stored and managed. May be.

<Processing flow>
Below, the flow of processing when a user visits a self-service station having the self-fueling system 1 having the configuration shown in the example of FIG. 1 will be described. FIG. 5 is a diagram illustrating an example of a processing flow when the user visits the store in the self-SS of the present embodiment.

  First, the user downloads and installs the service application 410 in advance using the smartphone 400 owned by the user. Using this service application 410 or a web browser (not shown), the member information management unit 210 of the customer management system 200 is accessed via the Internet 500. If the member registration has not been completed, a new member registration is performed and the member is registered. Information and vehicle information are registered in the registered member DB 241, and if there is a manned service desired when visiting the SS, the contents are registered in the desired service DB 242 in advance (S01, S02).

  Thereafter, the user who owns the smartphone 400 enters the SS, that is, the smartphone 400 enters the communicable area 141 (S03), and a short-range wireless communication session is established between the wireless communication unit 420 and the access point 140. When the terminal detection unit 110 of the SS system 100 detects that it has been established (S04), the service inquiry unit 130 of the SS system 100 acquires information such as a terminal ID for identifying the smartphone 400 from the information of the established session. This is transmitted to the customer management system 200 (S05).

  Upon receiving the identification information such as the terminal ID, the customer management system 200 uses the member information management unit 210 to acquire user attribute information and desired service information corresponding to the terminal ID received from the registered member DB 241 and the desired service DB 242. At the same time, the sales promotion information extraction unit 230 determines and extracts information on recommended products and services from the purchase record data stored in the purchase history DB 243 and responds to the service inquiry unit 130 of the SS system 100 with these information. (S06).

  Upon receiving the response from the customer management system 200, the SS system 100 pushes the user's attribute information and desired service information to the tablet terminal 300 possessed by the SS staff (S07). The reception application 310 of the terminal 300 displays it on the screen and notifies the staff (S08).

  On the other hand, information on recommended products and services (promotion information) is pushed to the tablet terminal 300 and the smartphone 400 (S09), and the reception application 310 of the tablet terminal 300 and the service application 410 of the smartphone 400 are sent. Are displayed on the respective screens to notify the staff and the user (S10).

  The staff holding the tablet terminal 300 refers to the display on the screen to identify the target vehicle based on the vehicle number information in the attribute information of the user, as well as the service desired by the user and the recommendation Understand the service, approach the user before entering the lane of the self-external machine 150, and guide the user to an appropriate place to provide the service, propose a service, etc. (S11) .

  On the other hand, the user who owns the smartphone 400 confirms and examines the content of the recommended service by referring to the display on the screen, and performs operations on the service application 410 as necessary before entering the lane. A staff member can be called through (S12). When an operation for calling an attendant on the service application 410 is performed, for example, this can be notified to the SS system 100, and further, a push notification can be sent to the tablet terminal 300 via the notification unit 120.

  As described above, the self-fueling system 1 according to an embodiment of the present invention is within the range (communication enable area 141) of a short-range wireless communication network such as WiFi (registered trademark) provided by the self-SS. By detecting that a user having a mobile terminal such as a smartphone 400 having a communication function that can use the network is entered, the user can enter the lane where the self external device 150 is installed before the user enters the lane. Entering a store can be detected. Thereby, prior communication between the user and the self-SS is possible, and sales promotion activities such as provision of manned service and recommendation / proposal by a staff member for the user can be performed smoothly and efficiently.

  As mentioned above, the invention made by the present inventor has been specifically described based on the embodiments. However, the present invention is not limited to the above-described embodiments, and various modifications can be made without departing from the scope of the invention. Needless to say. For example, 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. In addition, it is possible to add, delete, and replace other configurations for a part of the configuration of the embodiment.

  Each of the above-described configurations, functions, processing units, processing means, and the like may be realized by hardware by designing a part or all of them with, for example, an integrated circuit. Information such as software programs, tables, and files for realizing each function can be stored in a recording device such as a memory, a hard disk, or an SSD (Solid State Drive), or a recording medium such as an IC card, an SD card, or a DVD. .

  Moreover, in each said figure, the control line and the information line have shown what is considered necessary for description, and do not necessarily show all the control lines and information lines on mounting. Actually, it may be considered that almost all the components are connected to each other.

  INDUSTRIAL APPLICABILITY The present invention is applicable to a self-refueling system and a customer service management method that smoothly perform manned service at a self-refueling service station.

1 ... Self-oiling system,
DESCRIPTION OF SYMBOLS 100 ... SS system 110 ... Terminal detection part 120 ... Notification part 130 ... Service inquiry part 140 ... Access point 150 ... Self-external machine 151 ... Media reading part
DESCRIPTION OF SYMBOLS 200 ... Customer management system, 210 ... Member information management part, 220 ... Purchase history inquiry part, 230 ... Sales promotion information extraction part, 241 ... Registered member database (DB), 242 ... Desired service DB, 243 ... Purchase history DB,
300 ... Tablet type terminal, 310 ... Responding application, 320 ... Wireless communication unit,
400 ... Smartphone, 410 ... Service application, 420 ... Wireless communication unit, 430 ... NFC communication unit,
500 ... Internet.

Claims (6)

A self-refueling system for a user to perform refueling work at a service station,
A service station system installed at each of the service stations and having an access point that enables first short-range wireless communication;
A portable first information processing terminal held by the user and capable of performing the first short-range wireless communication with the service station system via the access point;
A portable second information processing terminal possessed by an attendant of the service station and capable of performing the first short-range wireless communication with the service station system via the access point;
It holds information related to the user, can communicate with the service station system via a first network, and can receive a request from the first information processing terminal via a second network. A customer management system,
The service station system detects that the first information processing terminal has entered the communicable area by the first short-range wireless communication, and that a communication session has been established with the access point, Based on the identification information of the first information processing terminal, the attribute information relating to the user who owns the first information processing terminal is acquired from the customer management system, and the second information processing terminal A self-lubricating system characterized by The self-fueling system according to claim 1,
The attribute information notified by the service station system includes vehicle identification information held by the user. The self-fueling system according to claim 1 or 2,
In addition to obtaining the attribute information from the customer management system, the service station system obtains information on a desired service at the service station, which is registered in advance with the customer management system by the user, A self-fueling system that notifies the first information processing terminal. In the self-fueling system according to any one of claims 1 to 3,
In addition to obtaining the attribute information from the customer management system, the service station system obtains recommended service information determined by the customer management system based on a past purchase history related to the user, and A self-refueling system that notifies the first and second information processing terminals. In the self-fueling system according to any one of claims 1 to 4,
Having one or more self-external machine with a built-in weighing machine, which is installed at least one in the service station, enables second short-range wireless communication, and can communicate with the service station system, respectively.
The first information processing terminal can perform the second short-range wireless communication with the self-external device,
The service station system uses the self-external device identification information when the second short-range wireless communication is performed between the self-external device and the first information processing terminal. A self-refueling system that is obtained from a machine and notifies the second information processing terminal. A customer service management method in a self-refueling system for a user to perform refueling work at a service station,
The self-oiling system is
A service station system installed at each of the service stations and having an access point that enables first short-range wireless communication;
A portable first information processing terminal held by the user and capable of performing the first short-range wireless communication with the service station system via the access point;
A portable second information processing terminal possessed by an attendant of the service station and capable of performing the first short-range wireless communication with the service station system via the access point;
It holds information related to the user, can communicate with the service station system via a first network, and can receive a request from the first information processing terminal via a second network. A customer management system,
The service station system detecting that the first information processing terminal has entered the communicable area by the first short-range wireless communication and a communication session has been established with the access point; ,
The service station system acquires identification information of the first information processing terminal from the information relating to the session, and transmits the identification information to the customer management system;
Based on the identification information of the first information processing terminal received from the service station system, the customer management system acquires attribute information relating to the user who owns the first information processing terminal, and Sending to the service station system;
The service station system includes a step of notifying the second information processing terminal of the attribute information related to the user received from the customer management system.

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