JP6067155B1 - Order management system, management server, terminal device, and program - Google Patents

Abstract

An order management system or the like is provided that enables a store clerk or the like to respond to customers in advance to receive individual information of customers waiting for the turn. An order management system for managing waiting for customers in a facility, a receiving terminal for accepting a new waiting for input operation, a waiting for waiting status, and a change operation for the waiting for waiting status. A management server that is connected to the order management terminal and each of the reception terminal and the order management terminal via a communication network, and that manages the waiting state based on an operation received by the reception terminal or the order management terminal. The terminal acquires specific information from the customer's mobile terminal and transmits it to the management server. The management server transmits information generated based on the specific information received from the reception terminal to the order management terminal. Displays information received from the management server. [Selection] Figure 1

Description

  The present invention relates to a management technique for managing waiting orders of customers in facilities such as banks, government offices, hospitals, and stores.

  2. Description of the Related Art Conventionally, in facilities such as banks, government offices, hospitals, stores, etc., various order management systems have been adopted in order to arrange the order of customers waiting for service. For example, Patent Document 1 discloses a window transaction reception system including a slip issuing terminal that allows a customer to select a transaction subject at a financial institution and prints and issues a slip corresponding to the transaction subject.

Japanese Patent Laid-Open No. 2002-207885

  However, the facility side can grasp the customer's general purpose of visit at the time of accepting the customer's turn, but does not grasp individual information such as the customer's interest and interest. For this reason, it has been difficult for a person in charge of a customer service or a store clerk (hereinafter referred to as a store clerk) to provide a detailed service according to the customer's individual information.

  In order to provide services according to customer's individual information, the customer is identified by the user ID etc. when waiting for the customer's turn, and the customer's past service usage history etc. is searched in the database in the facility It is also possible to acquire the information and convey it to the store clerk. However, the service usage history is merely past information, and it is still difficult to provide a service based on the customer's recent interests and interests.

  The present invention has been made in view of the circumstances described above, and an order management system that enables a store clerk or the like to respond to customers in advance to receive individual information of customers waiting for the order, and this order management system One of the purposes is to provide a management server, a terminal device, and a program used in the system.

  An order management system according to an aspect of the present invention is an order management system for managing waiting for customers, and displays a reception terminal that can accept a new waiting for input operation, a waiting order status, and the order. The order management terminal that can accept a change operation for the waiting status, and each of the receiving terminal and the order management terminal are connected via a communication network, and the waiting status is managed based on the operation accepted by the receiving terminal or the order management terminal. A management server that receives the first information from the customer's mobile terminal and transmits the first information to the management server, and the management server is generated based on the first information received from the reception terminal. The second information is transmitted to the order management terminal, and the order management terminal displays the second information received from the management server.

  In the order management system, the reception terminal includes a signal reception / transmission unit that transmits and receives a radio signal, and the portable terminal superimposes the first information on the radio signal in response to the radio signal transmitted by the reception terminal. You may make it transmit.

  In the order management system, the signal receiving / transmitting unit may transmit a radio signal when the receiving terminal receives an input operation.

  In the order management system, the first information may include customer attribute information recorded in the mobile terminal.

  Further, in the order management system, the first information may include information related to a usage history of a predetermined application installed in the mobile terminal.

  Further, in the order management system, the management server retrieves recommendation information related to products or services recommended to customers by searching the database with reference to the first information and a database storing information related to the products or services to be provided. The recommendation information generation unit to be generated and the second information may include first information or recommendation information.

  A management server according to another aspect of the present invention is a management server used in an order management system for managing waiting for customers, and the order management system accepts a new waiting for input operation, A receiving terminal that obtains first information from the portable terminal by transmitting and receiving a wireless signal to and from the terminal; an order management terminal that displays an order waiting situation and accepts a change operation for the order waiting situation; Each of the reception terminal and the order management terminal, a communication interface that transmits / receives information via the communication network, and an order management unit that manages the waiting state based on an operation received by the reception terminal or the order management terminal And an information generation unit that generates second information to be transmitted to the order management terminal based on the first information received from the reception terminal. Is shall.

  A terminal device according to another aspect of the present invention is a terminal device for reception used together with a management server in an order management system for managing customer turn waiting, and a display unit for displaying a new turn waiting reception screen; An input unit that receives an input operation waiting for a new turn, a reception instruction unit that generates reception information indicating that a new turn waiting is received based on the input operation, and a signal transmission / reception for transmitting and receiving a radio signal The first wireless signal is transmitted when the input unit accepts the input operation, and the first information transmitted from the customer's mobile terminal in response to the first wireless signal is superimposed on the first wireless signal. And a communication interface for transmitting the reception information and the first information to the management server via the communication network.

  Further, in the terminal device, when the signal receiving / transmitting unit detects a plurality of second radio signals transmitted from the plurality of mobile terminals, the signal receiving / transmitting unit has a strength greater than or equal to a threshold value among the plurality of second radio signals. The second radio signal having the highest intensity or the second radio signal may be received.

  A program according to another aspect of the present invention is a program for a management server used in an order management system for managing waiting orders of customers, based on an operation received by the reception terminal or the order management terminal. The step (a) for managing the waiting state, the step (b) for generating the second information based on the first information received from the receiving terminal, and the step for transmitting the second information to the order management terminal (C) is executed. Here, the order management system receives an input operation waiting for a new order, and receives and receives a wireless signal with the customer's mobile terminal, thereby acquiring first information from the mobile terminal; And an order management terminal that displays an order waiting status and accepts a change operation for the order waiting status. The management server is connected to each of the reception terminal and the order management terminal via a communication network.

  A program according to still another aspect of the present invention is a program for a terminal device that is used together with a management server in an order management system that manages the waiting order of customers in a facility, and the input unit of the terminal device has a new waiting order. When receiving the input operation, step (a) for generating reception information indicating that a new turn waiting is received based on the input operation, and when the input unit receives a new turn waiting input operation, A step (b) of causing the signal reception / transmission unit to transmit a first wireless signal; and a second wireless signal superimposed by the first information transmitted from the customer's mobile terminal in response to the first wireless signal. The step (c) of receiving and the step (d) of transmitting the reception information and the first information to the management server via the communication network are executed. Here, the terminal includes an input unit that receives an input operation on the terminal, a communication interface that transmits and receives information to and from the management server via a communication network, and a signal receiving and transmitting unit that transmits and receives a radio signal. It is to be prepared.

  According to the present invention, the reception terminal that accepts a new waiting input operation acquires specific information from the customer's mobile terminal and transmits it to the order management terminal via the management server. By operating the management terminal, it is possible to grasp individual customer information before responding to the customer.

It is a figure which shows schematic structure of the order management system which concerns on embodiment of this invention. It is a block diagram which shows the main structures of the reception terminal and order management terminal which concern on embodiment of this invention. It is the figure which illustrated the mode switching window. It is a block diagram which shows the main structures of a customer mode execution part. It is the figure which illustrated the operation screen (acceptance operation screen) in customer mode. It is a block diagram which shows the main structures of a salesclerk mode execution part. It is the figure which illustrated the operation screen (status operation screen) in shop assistant mode. It is a block diagram which shows the main structures of the management server shown in FIG. It is a sequence diagram which shows operation | movement of the order management system which concerns on embodiment of this invention. It is a sequence diagram which shows operation | movement of the order management system which concerns on embodiment of this invention. It is the figure which illustrated the reception completion screen. It is the figure which illustrated the display screen of customer information.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. In addition, the same code | symbol is attached | subjected to the same element and the overlapping description is abbreviate | omitted.

Embodiment In this embodiment, a bank will be described as an example of a facility that manages waiting for a turn. However, the present invention is not limited to this, and according to the order of visiting customers such as government offices, hospitals, restaurants, shopping malls, department stores, etc. It can be applied to any facility that handles reception.

(1) Configuration of Embodiment FIG. 1 is a diagram illustrating a schematic configuration of an order management system 1 according to the present embodiment.
The order management system 1 is a system that manages waiting orders of customers who visit facilities such as banks. As shown in the figure, the order management system 1 includes a receiving terminal 100 that receives an input for waiting for a turn, a printer 200 that prints a waiting order receiving slip (numbered ticket), and a waiting state (status) of each customer. It includes an order management terminal 300 for displaying and inputting status updates, and a management server 400 for managing an order waiting state. Among these, the reception terminal 100, the order management terminal 300, and the management server 400 are connected via the communication network N. Moreover, the portable terminal 500 is carried by the customer who visited the facility, for example.

The communication network N includes a communication network that can transmit and receive information to and from the reception terminal 100, the order management terminal 300, and the management server 400. The communication network N is, for example, the Internet, a LAN, a dedicated line, a telephone line, a corporate network, a mobile communication network, Bluetooth (registered trademark), WiFi (Wireless Fidelity), other communication lines, or a combination thereof. It does not matter whether it is wired or wireless.
In addition, the reception terminal 100 and the mobile terminal 500 can transmit and receive information between them by short-range wireless communication such as Bluetooth.

  Here, in FIG. 1, the reception terminal 100 and the printer 200 are illustrated one by one. However, the present invention is not limited to this, and a plurality of reception terminals 100 and printers 200 are provided and connected to the communication network N. Also good. For example, a plurality of reception terminals 100 and printers 200 may be installed in the same store of the bank, or one or more reception terminals 100 and printers 200 may be installed in different stores (branches) of the same bank. May be.

In FIG. 1, two order management terminals 300 having different sizes are illustrated. However, the present invention is not limited to this, and one or more order management terminals 300 can be installed in one facility.
The management server 400 manages the waiting for each ID. The reception terminal 100 and the order management terminal 300 can share one ID, and thus the same order among the plurality of reception terminals 100 and the order management terminal 300 sharing one ID. You can share the waiting situation. For example, when one ID is used in one facility, the reception terminal 100 and the order management terminal 300 in the facility log in to the management server 400 using the one ID, respectively. It is possible to manage and browse the order waiting status of the facilities in common among the order management terminals 300. It is also possible to use a plurality of IDs at one facility.

  FIG. 2 is a block diagram illustrating main components of the reception terminal 100 and the order management terminal 300. The reception terminal 100 and the order management terminal 300 can exchange data with other communication devices such as a tablet terminal, a personal computer (PC), a notebook PC, a smartphone, a mobile phone, and a personal digital assistant (PDA) via a communication network. Any terminal device can be used. In the present embodiment, the tablet terminal 110 is used as the reception terminal 100 or the order management terminal 300 by installing a dedicated application on the tablet terminal 110 illustrated in FIG. 2 and switching the operation mode during execution of the application. The operation mode will be described later.

  The tablet terminal 110 includes a communication interface 120, a signal transmission / reception unit 130, an input unit 140, a display unit 150, a storage unit 160, and a processor (control unit) 170.

  The communication interface 120 is a hardware module for connecting the tablet terminal 110 to the communication network N and communicating with other terminals on the communication network N. The communication interface 120 is, for example, a modulation / demodulation device such as an ISDN modem, an ADSL modem, a cable modem, an optical modem, or a soft modem.

  Based on a communication standard such as BLE (Bluetooth (registered trademark) Low Energy), the signal receiving / transmitting unit 130 transmits a radio signal using a predetermined radio wave (hereinafter also referred to as a “beacon”) to the surroundings and transmits the signal to the beacon. In response, a radio signal transmitted from another device is received. In the present embodiment, the signal receiving / transmitting unit 130 is a mobile terminal 500 within a range of several tens of centimeters to several meters from the tablet terminal 110, specifically, a mobile terminal that is carried by a customer who operates the reception terminal 100. Short-range wireless communication with 500 is performed.

  The input unit 140 is an input device such as various operation buttons and a touch panel 141, and receives input such as acceptance of waiting for a new customer's turn and cancellation of a customer's turn waiting list.

  The display unit 150 is configured by, for example, a liquid crystal display, and displays an operation screen for receiving a waiting order, a customer waiting list, and the like.

  The storage unit 160 is, for example, a logical device provided by a storage area of a physical device. The physical device is a computer-readable recording medium such as a disk drive or a semiconductor memory (ROM, RAM, etc.). The storage unit 160 may be constructed by mapping a plurality of physical devices to one logical device, or may be constructed by mapping one physical device to a plurality of logical devices.

  The storage unit 160 stores an operating system program, a driver program, various data, and the like. Examples of the driver program include a communication interface driver program for controlling the communication interface 120. In addition to these various programs and various data, the storage unit 160 stores an order management application (a program for a terminal device) AP1 for managing the waiting order of customers by being executed by the processor 170.

  The processor 170 includes an arithmetic logic unit (CPU or the like) that processes arithmetic operations, logical operations, bit operations, and the like, and various registers, and executes various programs stored in the storage unit 160 to execute the program of the tablet terminal 110. Centrally control each part. The various registers are, for example, a program counter, a data register, an instruction register, a general-purpose register, and the like.

  The functional unit realized by the processor 170 executing the order management application AP1 includes a customer mode execution unit 171 that executes a customer mode (first mode) that causes a customer who visits a facility to operate the tablet terminal 110; Execute a clerk mode (second mode) that allows a contact person, a clerk, or a facility manager (hereinafter collectively referred to as a clerk) to handle the customer to operate the tablet terminal 110. There is a unit 172 and a mode switching unit 173 that switches between the customer mode and the clerk mode.

  FIG. 3 is a diagram illustrating a mode switching window displayed on the display unit 150. As shown in FIG. 3, the mode switching window M1 includes a customer mode selection button m11 for selecting the customer mode, a clerk mode selection button m12 for selecting the clerk mode, and a change for determining the mode change. A button m13 and an operation button m14 for closing the mode switching window M1 are provided.

  The mode switching operation is performed by a person having operation authority such as a facility manager or a store clerk. When the person having the operation authority inputs the correct facility ID and passcode to the tablet terminal 110 and succeeds in authentication, the mode switching unit 173 displays the mode switching window M1 shown in FIG. When a person having the operation authority operates the touch panel 141 to select either the customer mode or the store clerk mode and closes the mode switching window M1, the selected mode is set in the tablet terminal 110.

<Customer mode>
The customer mode displays an overview of the waiting status such as the current waiting time and the number of people waiting (hereinafter referred to as waiting information), and allows the customer who has visited the facility to operate the touch panel 141 to input a new waiting time. Is a mode in which it can be accepted.

  FIG. 4 is a block diagram showing the main configuration of the customer mode execution unit 171. As shown in FIG. 4, the customer mode execution unit 171 operates the display control unit 171 a that performs display control on the display unit 150, the reception instruction unit 171 b that instructs reception of a new waiting queue, and the signal transmission / reception unit 130. And a signal control unit 171c for controlling.

  FIG. 5 is a diagram exemplifying an operation screen displayed on the display unit 150 in the customer mode, and shows a reception operation screen M2 for accepting a new turn waiting by operating the touch panel 141. For example, in a bank, a reception operation screen M2 including a message m20 that prompts an operation for specifying a type of business, and business type designation buttons m21 to m24 are displayed. Each type designation button m21 to m24 displays a waiting item (such as “account opening / credit card / card loan”) and the current waiting time of each waiting item. Note that the number of people who are currently waiting in turn may be displayed instead of the waiting time or together with the waiting time.

  In addition, what item should be input may be determined according to the intention of the facility manager or the like. In addition, the reception may be performed in the order of customer visits without receiving the requests for each type of business. In this case, instead of providing a plurality of requirement type designation buttons m21 to m24 on the accepting operation screen, it is only necessary to provide one button for accepting the waiting order. When the order management system 1 is applied to a restaurant or the like, the number of visitors and the desired seat type (table seat, counter, etc.) may be input.

  The display control unit 171a causes the display unit 150 to display the above-described reception operation screen M2, the order wait status, and other screens, and also displays information on the latest order wait status received from the management server 400 (hereinafter referred to as status information). Based on this, the display of the waiting time (or the number of waiting people) in each waiting item is updated.

  When a predetermined operation (for example, a tap operation) is performed on any of the type designation buttons m21 to m24 on the reception operation screen M2, the reception instruction unit 171b generates reception information indicating that a new turn waiting has been received, The data is transmitted to the management server 400 via the communication network N. In addition, the reception instruction unit 171b causes the printer 200 to output a reception slip (number table) in which a waiting number is written.

  The signal control unit 171c controls the signal receiving / transmitting unit 130 to transmit a beacon and receive a radio signal transmitted from the mobile terminal 500. For example, the signal control unit 171c causes the signal reception / transmission unit 130 to transmit a beacon using a predetermined operation on any of the type designation buttons m21 to m24 as a trigger. When a dedicated application is installed in the mobile terminal 500, the mobile terminal 500 superimposes specific attribute information recorded in the mobile terminal 500 on a radio signal in response to a beacon transmitted from the receiving terminal 100. To the reception terminal 100. When the signal transmission / reception unit 130 receives a radio signal from the portable terminal 500, the signal control unit 171c extracts specific attribute information superimposed on the radio signal, and causes the management server 400 to communicate via the communication network N. Send it. At this time, when the signal receiving / transmitting unit 130 detects a plurality of wireless signals respectively transmitted from the plurality of mobile terminals 500, the signal control unit 171c is a beacon having an intensity equal to or higher than a threshold (for example, −60 dB or the like), or A radio signal having the strongest intensity can be selectively received.

<Clerk mode>
In the clerk mode, the waiting status of each customer is displayed, and the clerk of the facility operates the touch panel 141 to accept an update instruction for the waiting status. This is a mode in which a customer clerk or the like browses the customer information.

  FIG. 6 is a block diagram showing the main configuration of the clerk mode execution unit 172. As shown in FIG. As shown in FIG. 6, the clerk mode execution unit 172 includes a display control unit 172 a that performs display control on the display unit 150, an update instruction unit 172 b that performs an update instruction for the waiting state, and a customer transmitted from the management server 400. And a customer information management unit 172c for managing information.

  FIG. 7 is a diagram exemplifying an operation screen displayed on the display unit 150 in the store clerk mode, and shows a status operation screen M <b> 3 that accepts an update of the waiting state by operating the touch panel 141. The status operation screen M3 includes a list display column m31 in which a waiting list with an acceptance number given to each customer is displayed.

  In each line of the list display column m31, the reception number, the reception time, and the current status are displayed in the order of the reception number. In the present embodiment, an operation button group m32 for updating the order waiting status displayed in each row is displayed for each reception number by a predetermined operation. As an operation for displaying the operation button group m32, for example, an operation of swiping from the right to the left the row to be updated in the waiting state is listed. FIG. 7 shows a state in which the operation button group m32 is displayed for the line of the receipt number 5.

  In the operation button group m32, “cancel” means that the waiting for the order is canceled, and “change” means that the details of the waiting for the order (such as a message) once entered are changed. Further, “calling” means notifying the customer that the turn has come by telephone or e-mail, and “guidance” means actually guiding the customer who has come in turn. Note that the waiting status update operation is not limited to “Cancel”, “Change”, “Call”, and “Guidance”, but is set and changed as appropriate by the administrator etc. according to the business form of the facility. It is possible.

  In addition, the reception numbers displayed in each row are icons m33, m34, and m35, and the customer of the customer corresponding to the reception number by a predetermined operation (for example, a tap operation) on any of the icons m33, m34, and m35. Information is displayed on a separate screen or window. In addition, you may display the icon of the receipt number for displaying customer information in the area | region different from the list display column m31.

  When receiving the latest status information from the management server 400, the display control unit 172a updates the display of the waiting list included in the status operation screen M3 based on the received status information.

  When any one of the operation button groups m32 on the status operation screen M3 is tapped, the update instruction unit 172b generates update instruction information indicating an update instruction for the waiting state and transmits the update instruction information to the management server 400 via the communication network N. To do.

In response to a predetermined operation, the customer information management unit 172c acquires customer information from the management server 400 and performs processing for displaying on the display unit 150. For example, by performing a tap operation on the icons m33, m34, and m35 on the status operation screen M3 shown in FIG. 7, customer information of the customer corresponding to the tapped icon can be displayed on the order management terminal 300. Further, the customer information of the customer may be displayed on the order management terminal 300 by operating the status operation screen M3 to change the status of a certain customer to “Guided”. The customer information may be displayed on another terminal device (not shown) connected to the network N.
The customer information includes at least one of specific attribute information acquired from the mobile terminal 500 by the reception terminal 100 or recommendation information (described later) generated in the management server 400 based on the specific attribute information. Is preferred. Further, customer information may be acquired in advance from the management server 400 and stored in the storage unit 160, and the customer information may be read from the storage unit 160 in response to a predetermined operation.

  In this embodiment, the order management application AP1 is installed in the tablet terminal 110, the tablet terminal 110 set in the customer mode is used as the reception terminal 100, and the tablet terminal 110 set in the store clerk mode is used as the order management terminal 300. . The tablet terminal 110 used as the reception terminal 100 and the tablet terminal 110 used as the order management terminal 300 may be the same model or different models. In addition to the tablet terminal 110, the order management terminal 300 can be used by installing an order management application on a terminal device such as a smartphone or a personal computer.

  A printer 200 is connected to the reception terminal 100 by a wired cable or wirelessly. In response to an operation on the receiving terminal 100, the printer 200 issues a waiting receipt ticket (number ticket) or the like. Depending on the facility, a coupon may be issued in addition to the reception slip.

  The management server 400 is configured by, for example, a computer having a high arithmetic processing capability, and realizes a server function for managing the waiting in cooperation with the receiving terminal 100 and the order management terminal 300 by executing a predetermined program. It is. Here, the number of computers constituting the management server 400 is not necessarily one, and may be composed of a plurality of computers distributed on the communication network N.

  FIG. 8 is a block diagram showing the main configuration of the management server 400. As illustrated in FIG. 8, the management server 400 includes a communication interface 410, a storage unit 420, and a processor (control unit) 430.

  The communication interface 410 is a hardware module for connecting to the communication network N and communicating with other terminals on the communication network N. The communication interface 410 is a modulation / demodulation device such as an ISDN modem, an ADSL modem, a cable modem, an optical modem, or a soft modem.

  The storage unit 420 is, for example, a logical device provided by a storage area of a physical device. The physical device is a computer-readable recording medium such as a disk drive or a semiconductor memory (ROM, RAM, etc.). The storage unit 420 may be constructed by mapping a plurality of physical devices to one logical device, or may be constructed by mapping one physical device to a plurality of logical devices.

  The storage unit 420 stores various programs including an operating system program and a driver program and various data used during the execution of these programs. Specifically, the storage unit 420 stores an order management program (management server program) PR1 to be executed by the processor 430, a management database DB1 used during execution of this program, and a product / service information database DB2. I remember it.

  The management database DB1 is a database for managing IDs and the like of users who use the order management system, and includes a client management table TA1 and a status management table TA2.

  In the client management table TA1, for example, a unique ID and a passcode (account) are registered in association with each facility. For example, when the order management system 1 is applied to a certain store, “ID: A1...” And “pass code: AA2. The ID and passcode for each facility are set, for example, by an administrator who performs management waiting in each facility at the time of system introduction. When a plurality of reception terminals 100 and order management terminals 300 are used in one facility, the facility waiting list can be shared by using the same ID and passcode. A plurality of waiting lists may be managed in one facility by using different IDs and pass codes.

  The waiting list corresponding to each ID is registered in the status management table TA2. This waiting list includes, for example, a list of customers waiting for the turn and status information indicating the waiting state of each customer. The registered contents of the status management table TA2 are changed based on the reception information transmitted from the reception terminal 100 and the update instruction information transmitted from the reception terminal 100 and the order management terminal 300. In addition, what kind of information is included in the status information can be appropriately set and changed by an administrator of each facility.

  The product / service information database DB2 stores information related to products sold to customers or services provided at the facility. For example, in the case of banks, information such as the contents, target customers, sales (provided) conditions, etc. is stored for products and services such as time deposits, foreign currency deposits, fixed amount funding, housing loans, purpose-specific loans, investment trusts, and various insurances. Is done.

  The processor 430 includes an arithmetic logic unit (CPU or the like) that processes arithmetic operations, logic operations, bit operations, and the like and various registers, and executes various programs stored in the storage unit 420 to execute the program of the management server 400. Centrally control each part. In addition, the processor 430 executes the order management program PR1 to cooperate with the reception terminal 100 and the order management terminal 300, and to perform the order management unit 431, the customer attribute information acquisition unit 432, and the recommendation information generation unit described below. The function of 433 is realized.

  When receiving the reception information from the reception terminal 100 or when receiving the status update instruction information from the reception terminal 100 or the order management terminal 300, the order management unit 431 performs the status management table according to the received reception information or the update instruction information. Update TA2.

  The customer attribute information acquisition unit 432 acquires the customer attribute information from the reception terminal 100, transmits the customer attribute information to the order management terminal 300, and inputs the customer attribute information to the recommendation information generation unit 433.

  The recommendation information generation unit 433 searches the product / service information database DB2 with reference to the customer attribute information to generate information (recommendation information) related to the product or service to be recommended to the customer and transmits it to the order management terminal 300. To do.

  Referring to FIG. 1 again, the mobile terminal 500 is a mobile terminal held by a customer, and any terminal capable of short-range wireless communication with the reception terminal 100 such as a smartphone, a mobile phone, and a personal digital assistant (PDA). The device can be used. The portable terminal 500 includes a processor, an input device such as various operation buttons and a touch panel, a display device such as a liquid crystal display, a communication interface for connecting to the communication network N, a storage resource such as a disk drive or a semiconductor memory (ROM, RAM, etc.). It has.

  The storage resource stores an operating system program, a communication interface driver program, various data, and the like. The storage resource stores a dedicated application for using the order management service in cooperation with the receiving terminal 100 and a specific application that can be linked with the dedicated application by being executed by the processor.

  The dedicated application for using the order management service is set to be able to receive a beacon transmitted from the receiving terminal 100 to the mobile terminal 500, and when receiving a beacon from the receiving terminal 100, in response to the beacon, A function of transmitting specific attribute information such as customer attribute information licensed in advance by the customer in a superimposed manner on the short-range wireless signal is executed. As attribute information, information extracted from segment information such as customer age (generation) and gender, usage history of specific applications and browsers that the customer has permitted to cooperate with, browsing history, presence of document requests, bookmark information, etc. Is included. Specific examples include housing examination attribute information based on information bookmarked by the house search application, marriage examination attribute information based on a document request within six months via a marriage search site, and within a predetermined period of part-time information media. For example, account establishment attribute information based on the search history.

  Here, the dedicated application includes extraction of personal attributes, cooperation with a specific application installed in the same mobile terminal 500, extraction of the usage history of the linked application, extraction of browsing history of the browser, and these The information is limited to the order management system 1 and the personal information is transmitted and used in a masked state. The user of the mobile terminal 500 is requested in advance to obtain permission, and the information is extracted and transmitted within the permitted range. , Use.

(2) Operation of Embodiment Next, the operation of the order management system 1 will be described by taking as an example a case where a customer carrying the mobile terminal 500 visits a bank. 9 and 10 are sequence diagrams showing the operation of the order management system 1. Further, in the following description, as an example, it is assumed that the reception terminal 100 is installed at a storefront of a bank, and the order management terminal 300 is installed at an individual window of the bank.

  When a customer visits a bank, he / she first performs an input operation by looking at a reception operation screen M2 (see FIG. 5) displayed on the reception terminal 100 and tapping type designation buttons m21 to m24 indicating a desired message. . At this time, instead of the customer, a store clerk at the store front may operate the reception terminal 100.

  When the reception terminal 100 detects an input operation on the touch panel 141 (step S20: Yes), the reception terminal 100 transmits a beacon (step S21), generates new waiting information, and receives the management server via the communication network N. It transmits to 400 (step S22).

  The portable terminal 500 receives a beacon from the reception terminal 100 (step S10), and transmits specific attribute information permitted in advance to the reception terminal 100 (step S11).

  Subsequently, the reception terminal 100 causes the printer 200 to issue a number ticket (step S23). At this time, the reception terminal 100 displays, for example, a reception completion screen M4 shown in FIG. 11, notifies the customer of the reception number and the approximate waiting time by a message m41, and guides how to use the issued number ticket. It is also good. For example, by reading code information such as a two-dimensional bar code printed on a number ticket with the portable terminal 500, a customer can receive a call status confirmation service or a mail or telephone call service. In this case, the portable terminal 500 transmits information such as a telephone number and a mail address registered in itself to the management server 400 through the communication network N together with the reception number.

  The reception terminal 100 receives the attribute information from the portable terminal 500 (step S24), and further transmits the received attribute information to the management server 400 via the communication network N (step S25). In FIG. 9, the waiting-waiting reception information and the attribute information acquired from the portable terminal 500 are separately transmitted (divided into step S22 and step S25) to the management server 400, but this is not limitative. Instead, the reception information and the attribute information may be collectively transmitted to the management server 400.

  On the other hand, when the reception terminal 100 does not detect an input operation on the touch panel 141 (step S20: No), the process proceeds to step S26.

  When receiving the reception information from the reception terminal 100 (step S30: Yes), the management server 400 updates the status management table TA2 based on the received reception information (step S31). Specifically, a new waiting order reception number is added. In addition, when the management server 40 receives information such as a telephone number or a mail address from the mobile terminal 500, the management server 40 manages these information in association with the reception number.

  Subsequently, the management server 400 transmits the latest status information to the order management terminal 300 based on the updated status management table TA2 (step S32).

  Here, every time the status management table TA2 is updated, the management server 400 may transmit status information to the order management terminal 300, and a predetermined time regardless of whether or not the status management table TA2 is updated. The status information may be transmitted to the order management terminal 300 at intervals. Alternatively, the management server 400 may transmit status information only when a request is received from the order management terminal 300. In this case, the order management terminal 300 is set to request status information from the management server 400 at predetermined time intervals.

  Subsequently, the management server 400 receives the attribute information acquired by the receiving terminal 100 from the portable terminal 500 (step S33), and generates recommendation information based on the attribute information (step S34). And the customer information produced | generated based on the received attribute information, produced | generated recommendation information, etc. is transmitted to the order management terminal 300 via the communication network N (step S35).

  On the other hand, when the management server 400 does not receive the reception information (step S30: No), the process proceeds to step S36.

  When receiving the status information from the management server 400 (step S40: Yes), the order management terminal 300 updates and displays the waiting list in the list display column m31 (see FIG. 7) based on the received status information (step S41). ).

  Subsequently, the order management terminal 300 receives and displays customer information from the management server 400 (step S42). For example, the status operation screen M3 (see FIG. 7) including the waiting list is displayed on the display unit 150 of the order management terminal 300. When a clerk or the like performs a tap operation for selecting any of the icons m33 to m35 or an operation for changing the status to guided, customer information corresponding to the operated customer is stored in the management server 400. And display it as customer information on a separate screen or window. As a result, the store clerk and the like can browse the customer information of the customer who will meet at the window in advance.

  FIG. 12 is a diagram illustrating a display screen of customer information. As shown in FIG. 12, the customer information display screen M5 includes a segment information display field m51 for displaying customer segment information such as age, gender, purpose of visiting the bank, etc. 500 includes a history information display field m52 in which the usage history of the partner app in 500 is displayed, and a recommendation information display field m53 in which recommended products and services (recommendation information) to the customer are displayed. The recommended information includes, for example, mortgage products for customers who have a large search history of detached houses, overseas travel health and funded time deposits for customers who frequently travel abroad.

  On the other hand, when the order management terminal 300 does not receive status information (step S40: No), the process proceeds to step S43.

  When the order of a certain customer comes, the store clerk performs a status change operation on the status operation screen M3 (see FIG. 7) displayed on the order management terminal 300. Specifically, the operation button group m32 is displayed by swiping the top row of the waiting list, and for example, an operation button indicating “guidance” is tapped to update the waiting state.

  When detecting the status change operation (step S43: Yes), the order management terminal 300 generates status change instruction information and transmits it to the management server 400 via the communication network N (step S44).

  In addition, the order management terminal 300 also executes a process according to the tapped operation button. For example, when “Guidance” is selected for the first-order reception number, the first-order reception number is deleted, and the subsequent reception number is displayed on the status operation screen M3 as the first order. Alternatively, when “call” is selected, the order management terminal 300 sends a call mail or makes a call to the mail address associated with the reception number.

  On the other hand, when the order management terminal 300 does not detect the status change operation (step S43: No), the process proceeds to step S45.

  When the management server 400 receives the change instruction information from the order management terminal 300 (step S36: Yes), the management server 400 updates the status management table TA2 based on the change instruction information (step S37). At this time, when receiving the change instruction information for changing the status of a certain receipt number to “guidance”, the management server 400 changes the status of the receipt number to “guidance” and updates it so that it is removed from the waiting list. To do.

  Subsequently, the management server 400 transmits the latest status information to the receiving terminal 100 based on the updated status management table TA2 (step S38).

  Here, every time the status management table TA2 is updated, the management server 400 may transmit status information to the receiving terminal 100, and a predetermined time interval regardless of whether the status management table TA2 is updated. The status information may be transmitted to the receiving terminal 100. Alternatively, the management server 400 may transmit status information only when a request is received from the reception terminal 100. In this case, the reception terminal 100 is set to request status information from the management server 400 at predetermined time intervals.

  On the other hand, when the management server 400 does not receive the change instruction information (step S36: No), the processing of the management server 400 proceeds to step S39.

  When receiving the status information from the management server 400 (step S26: Yes), the reception terminal 100 updates and displays the waiting information (waiting time) on the reception operation screen M2 (see FIG. 5) based on the received status information. (Step S27).

  On the other hand, when the reception terminal 100 does not receive status information (step S26: No), the process proceeds to step S28.

  Thereafter, when the order management system 1 continues to operate (steps S28, S39, S45: No), the processing of the reception terminal 100, the management server 400, and the order management terminal 300 returns to steps S20, S30, and S40, respectively. On the other hand, when the order management system 1 ends the operation (steps S28, S39, S45: Yes), the processes of the reception terminal 100, the management server 400, and the order management terminal 300 are also ended.

  As described above, according to the present embodiment, when a customer who visits a facility operates the reception terminal 100, the attribute information is acquired from the mobile terminal 500 and transmitted to the order management terminal 300 via the management server 400. Therefore, the store clerk or the like of the facility can grasp in advance information related to the customer who will respond. Therefore, the store clerk and the like can provide the customer with fine-tuned services that match the customer's recent interests and interests.

  In addition, according to the present embodiment, the recommendation information generated based on the attribute information is transmitted to the order management terminal 300 and displayed together with the attribute information, so that the service that fits the customer's recent interests and interests is displayed. It becomes possible to provide.

  The present invention is not limited to the above-described embodiment, and can be implemented in various other forms without departing from the gist of the present invention. For this reason, the said embodiment is only a mere illustration in all points, and is not interpreted limitedly. For example, a part of the processing steps can be omitted in the above-described processing steps as long as the processing contents do not contradict, or the order of the processing steps can be arbitrarily changed, or can be executed in parallel.

  For example, in the above embodiment, the tablet terminal 110 in which the order management application AP1 is installed and set to the customer mode is used as the reception terminal 100. However, when the tablet terminal 110 is used only as the reception terminal 100, only the module that executes the customer mode in the order management application AP1 may be mounted on the tablet terminal 110. In this case, the memory area to be used can be saved and the performance can be improved.

  In the above embodiment, both the attribute information and the recommendation information are displayed on the order management terminal 300, but only the attribute information may be displayed. In this case, the recommendation information generation unit 433 and the product / service information database DB2 in the management server 400 can be omitted. In this case, the store clerk may refer to the attribute information and recommend an appropriate product or service to the customer.

  Moreover, in the said embodiment, although the example which uses a beacon was shown as a communication system between the reception terminal 100 and the portable terminal 500, not only this but a various communication system is employable. For example, when the reception terminal 100 and the mobile terminal 500 are using the same WiFi router, the WiFi router ID (SSID, name, etc.) may be used as a key. Moreover, it is good also as what communicates when the weak sound wave is emitted from the reception terminal 100 and the microphone of the object application of the portable terminal 500 reacts to it.

DESCRIPTION OF SYMBOLS 1 ... Order management system 100 ... Reception terminal 110 ... Tablet terminal 120, 410 ... Communication interface 130 ... Signal reception / transmission part 140 ... Input part 141 ... Touch panel 150 ... Display part 160, 420 ... Storage part 170, 430 ... Processor 171 ... Customer Mode execution unit 171a, 172a ... display control unit 171b ... reception instruction unit 171c ... signal control unit 172 ... clerk mode execution unit 172b ... update instruction unit 172c ... customer information management unit 173 ... mode switching unit 200 ... printer 300 ... order management terminal 400 ... management server 431 ... order management unit 432 ... customer attribute information acquisition unit 433 ... recommendation information generation unit 500 ... portable terminal AP1 ... order management application (terminal program)
DB1 ... management database DB2 ... service information database PR1 ... order management program (server program)
TA1 ... Client management table TA2 ... Status management table N ... Communication network

Claims (7)

An order management system for managing waiting for customers,
A reception terminal capable of accepting a new waiting input operation;
An order management terminal that displays the waiting status and accepts a change operation for the waiting status;
A management server that is connected to each of the reception terminal and the order management terminal via a communication network, and that manages a waiting state based on an operation received by the reception terminal or the order management terminal;
With
The reception terminal is
A signal receiving and transmitting unit for transmitting and receiving radio signals;
The signal receiving and transmitting unit transmits a predetermined radio signal when the receiving terminal receives an input operation waiting for a new turn,
First information superimposed on a radio signal transmitted in response to the predetermined radio signal from a mobile terminal of a customer who operates the reception terminal, which is mounted on the mobile terminal, and the reception terminal Obtaining first information including information related to the usage history of a specific application licensed by the customer among the applications that can be linked with the dedicated application linked to the client, and transmitting the first information to the management server;
The management server transmits second information generated based on the first information received from the reception terminal to the order management terminal,
The order management terminal displays the second information received from the management server as information corresponding to the customer.   The order management system according to claim 1, wherein the first information includes attribute information of the customer recorded in the mobile terminal. The management server
A database that stores information about the goods or services offered;
A recommendation information generation unit that generates recommendation information related to a product or service recommended to the customer by searching the database with reference to the first information;
With
The order management system according to claim 1 or 2, wherein the second information includes the first information or the recommendation information.   When the signal receiving / transmitting unit detects a plurality of second radio signals transmitted from a plurality of mobile terminals, a second radio signal having an intensity equal to or higher than a threshold value among the plurality of second radio signals. The order management system according to claim 1, wherein the second radio signal having the strongest intensity is received. A terminal device for reception used together with a management server in an order management system for managing waiting orders of customers,
A display that displays a new waiting screen,
An input unit that accepts a new input operation waiting in turn;
Based on the input operation, a reception instruction unit that generates reception information indicating that a new turn waiting has been received,
A signal receiving / transmitting unit for transmitting and receiving a radio signal, wherein when the input unit receives the input operation, the signal receiving / transmitting unit transmits a first radio signal, and in response to the first radio signal, First, including information on the usage history of a specific application licensed by the customer, out of applications that can be linked with a dedicated application that is implemented in the portable terminal and cooperates with the receiving terminal , transmitted by the portable terminal of the customer who is operating A signal receiving / transmitting unit that receives the second radio signal on which the information of 1 is superimposed;
A communication interface for transmitting the reception information and the first information to the management server via a communication network;
A terminal device comprising:   When the signal receiving / transmitting unit detects a plurality of second radio signals transmitted from a plurality of mobile terminals, a second radio signal having an intensity equal to or higher than a threshold value among the plurality of second radio signals. The terminal device according to claim 5, wherein the terminal device receives the second radio signal having the highest strength. A program for a terminal device used together with a management server in an order management system for managing waiting orders of customers,
The terminal includes an input unit that receives an input operation on the terminal, a communication interface that transmits and receives information to and from the management server via a communication network, and a signal receiving and transmitting unit that transmits and receives a radio signal. ,
In the terminal device,
A step (a) of generating reception information indicating that a new waiting for a turn has been received based on the input operation when the input unit has received a new waiting for an input operation;
A step (b) of causing the signal receiving / transmitting unit to transmit a first radio signal when the input unit receives the input operation waiting for the new turn;
Of the applications that can be linked with a dedicated application that is implemented in the portable terminal and is transmitted to the portable terminal of the customer who is operating the reception terminal in response to the first wireless signal and that is linked to the reception terminal, the customer Receiving a second radio signal superimposed with first information including information on the usage history of the specific application licensed by
Transmitting the reception information and the first information to the management server via the communication network (d);
A program that executes

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