JP7494651B2 - Customer information management server, customer information management method, and program - Google Patents

Description

The present invention relates to a customer information management server, a customer information management method, and a program.

A variety of services are available on the Internet, including Internet banking, Internet securities, credit card statements, and Internet shopping. Customers who use these services must register their own customer information, such as their name and address, with the respective service provider. This is because, as a rule, customer information is stored and managed in the database of the respective service provider.

In this way, when customer information is managed by each business that provides each service, customers who use many services must register their customer information with each business. This makes the process very cumbersome. In particular, when an address changes due to moving, etc., the customer must notify each business of the change in address registered as customer information. In order to reduce the burden on customers caused by such procedures for registering and changing customer information, technology has been disclosed that accepts notifications of changes to customer information registered with multiple businesses in a single transaction and provides the accepted information to each business (see, for example, Patent Documents 1-3).

JP 2002-215844 A JP 2002-366872 A JP 2004-13428 A

One possible service that can register and update information with a business operator on behalf of a customer is to use the customer's mobile phone number. When signing a mobile phone contract, the mobile carrier makes the contract conditional on strict identity verification, so it is expected that the reliability of customer identity verification can be guaranteed by verifying the validity of the customer's mobile phone through the mobile carrier. However, there are cases where a phone number may be canceled. Therefore, there is a need for a system that regularly manages and maintains whether a customer's mobile phone number is valid.

The present invention was made in consideration of such circumstances, and aims to provide a customer information management server, a customer information management method, and a program that can periodically manage whether a customer's mobile phone number is valid.

In order to solve the above-mentioned problems, the present invention provides a customer information management server that manages customer information, which is personal information of customers, based on information notified from a customer terminal, and includes a storage unit that stores the customer information and a deletion candidate DB, which is personal information of customers that are candidates for deletion from the customer information, a phone number list acquisition unit that acquires a phone number list indicating phone numbers of customers who use an application provided by a mobile carrier and are registered in a service that manages the customer information provided in the application, and a customer information maintenance unit that uses the phone number list to determine whether a phone number of a customer registered in the customer information exists in the phone number list, and, if it is determined that the phone number of the customer registered in the customer information does not exist in the phone number list, stores at least the phone number of the customer information of the customer determined not to exist in the deletion candidate DB.

In addition, in the above-mentioned customer information management server of the present invention, when the customer information maintenance unit determines that a telephone number of a customer registered in the customer information does not exist in the telephone number list, the customer information of the customer determined to not exist may be deleted.

In addition, in the present invention, in the above-mentioned customer information management server, the telephone number list acquisition unit periodically acquires the telephone number list, and the customer information maintenance unit determines whether or not there is a revived telephone number that is present in the currently acquired telephone number list and is registered in the deletion candidate DB, and if the revived telephone number is present, deletes the revived telephone number registered in the deletion candidate DB from the deletion candidate DB.

In addition, in the above-mentioned customer information management server of the present invention, the telephone number list acquisition unit periodically acquires the telephone number list, and the customer information maintenance unit determines whether the telephone number of the customer registered in the customer information exists in the telephone number list, and if it is determined that the telephone number of the customer registered in the customer information does not exist in the telephone number list, stores the customer information of the customer determined to not exist in a deletion candidate DB, and if it is determined that the telephone number of the customer registered in the customer information does not exist in the telephone number list, deletes the customer information of the customer determined to not exist, and determines whether there is a revival candidate telephone number that exists in the telephone number list and is not registered in the customer information based on the telephone number list acquired after the time the customer information was stored in the deletion candidate DB, and if the revival candidate telephone number is registered in the deletion candidate DB, revives the customer information stored in the deletion candidate DB, and deletes the revived customer information from the deletion candidate DB.

The present invention also provides a customer information management method for a customer information management server that manages customer information, which is personal information of customers, based on information notified from a customer terminal, and a storage unit that stores the customer information and a deletion candidate DB, which is personal information of customers that are candidates for deletion from the customer information, in which a phone number list acquisition unit acquires a phone number list indicating phone numbers of customers who use an application provided by a mobile carrier and are registered in a service that manages the customer information provided in the application, and a customer information maintenance unit uses the phone number list to determine whether the phone number of the customer registered in the customer information exists in the phone number list, and if it is determined that the phone number of the customer registered in the customer information does not exist in the phone number list, at least the phone number of the customer information of the customer determined not to exist is stored in the deletion candidate DB.

The present invention also provides a program for operating a computer as the customer information management server described above, and for causing the computer to function as each unit of the customer information management server.

The present invention allows for periodic management of whether a customer's mobile phone number is valid.

1 is a schematic diagram showing an example of the configuration of a management system 1 to which a customer information management server 10 according to a first embodiment is applied. 2 is a block diagram showing an example of the configuration of a customer information management server 10 according to the first embodiment. FIG. FIG. 2 is a diagram illustrating a process in the management system according to the first embodiment. 4 is a flowchart showing a flow of processing performed by a customer information management server 10 according to the first embodiment. 4 is a flowchart showing a flow of processing performed by a customer information management server 10 according to the first embodiment. FIG. 11 is a schematic diagram showing an example of the configuration of a management system 1 to which a customer information management server 100 according to a second embodiment is applied. FIG. 11 is a diagram showing an example of the configuration of customer information 131 according to the second embodiment. FIG. 11 is a diagram illustrating an example of the configuration of a registration DB 132 according to the second embodiment. FIG. 11 is a diagram illustrating an example of the configuration of a deletion candidate DB 133 according to the second embodiment. 10 is a flowchart showing a flow of processing performed by a customer information management server 100 according to the second embodiment.

The following describes an embodiment of the invention with reference to the drawings.

Figure 1 shows an overview of a management system 1 to which a customer information management server 10 according to the first embodiment is applied. As shown in Figure 1, the customer information management server 10 is connected so as to be accessible from a customer terminal 20 such as a smartphone via a communication network NW such as the Internet. The customer information management server 10 is also connected so as to be accessible to a user institution system 50 (in this example, an A bank system, a B bank system, a C securities system, and a D life insurance system, etc.).

A customer of the institution system 50 such as a bank or a securities company connects to the mobile carrier server 30 on the customer terminal 20 using an application program such as a message app (preferably an interactive messenger) provided by a mobile carrier (mobile phone operator). In this case, a predetermined page such as a chat room of the application program displayed on the customer terminal 20 shows information indicating a menu or link to be selected when requesting registration or updating of customer information with a common procedure. The customer selects the menu or performs an operation to transmit data such as personal identification documents and account information required for registration or updating. The data transmitted from the customer terminal 20 is then notified to the customer information management server 10. Based on the data notified from the customer terminal 20, the customer information management server 10 makes inquiries to an integrated ATM network (not shown), for example. The integrated ATM network here is a network that interconnects ATMs between banks. By making inquiries to this network, it is possible to confirm the existence and validity of a deposit account. The customer information management server 10 uses the integrated ATM network to perform predetermined confirmation processing such as personal identification and account confirmation.

When these confirmation processes are completed, the customer information management server 10 registers or updates the customer information managed in the customer information management server 10. Furthermore, with the customer's consent, the customer information management server 10 transmits the information necessary to register or update the customer information linked to the account, etc. in the utilization institution system 50 to the utilization institution system 50 with which the customer is associated. After approval based on the information received from the customer information management server 10, the utilization institution system 50 processes the registration or update of the customer information in the utilization institution system 50, and when the process is complete, it notifies the customer terminal 20 that the process of registering or updating the customer information has been completed.

In this way, in the first embodiment, the customer terminal 20 requests the registration and update of customer information using an application program such as a message app provided by the mobile carrier. That is, the application program provided by the mobile carrier that the customer uses on a daily basis is used as an interface to request the registration and update of customer information. This improves the operability of the customer when registering and updating customer information. In addition, in this embodiment, the request for registration and update of customer information is accepted via the mobile carrier server 30 and authentication by the mobile carrier. The mobile carrier concludes a contract to use a mobile phone on the condition of strict identity verification. Therefore, in the management of customer information by the customer information management server 10 of this embodiment, the reliability of the customer's identity verification is guaranteed. Note that in cases where a child uses a mobile phone purchased by a parent, the reliability of identity verification may not be guaranteed by the carrier's identity verification alone at the time of the mobile phone contract.

Figure 2 is a block diagram showing an example of the configuration of the customer information management server 10 according to the first embodiment. As shown in Figure 2, the customer information management server 10 is connected to the customer terminal 20 and the mobile carrier server 30 via a general-purpose or dedicated network, etc.

The customer information management server 10 is a computer equipped with a CPU, main memory, auxiliary storage devices such as a HDD, and a connection function to a communication network NW including the Internet. The various functions of the customer information management server 10 are realized by reading programs stored in the auxiliary storage device into the main memory and executing arithmetic processing by the CPU.

The physical configuration of the computer that constitutes the customer information management server 10 is not particularly limited. Functions other than the customer information management function in this embodiment may be provided in the same computer, or may be provided in separate computers. In addition, the various functions required for this embodiment may be physically realized by one computer, or may be realized using multiple computers.

Each functional unit of the customer information management server 10, such as the one-time URL generation unit 11, the customer information processing unit 13, the personal identification unit 14, the account confirmation unit 15, the customer information provision unit 17, and the notification sending unit 18, is limited in function. Each functional unit of the customer information management server 10 is realized, for example, by the CPU executing a calculation program (software), but is not limited to this and may be realized by hardware such as an LSI, or may be realized by a combination of software and hardware.

The one-time URL memory unit 12 and customer information storage unit 16 of the customer information management server 10 are assigned predetermined memory areas of an auxiliary storage device such as a HDD. These memory areas do not have to be physically located on one computer, but may be located on multiple computers such as computers that make up a database server.

The customer terminal 20 is a mobile terminal such as a smartphone that is assigned a telephone number. The customer terminal 20 can use application programs provided by the mobile carrier. The application programs have a function for authenticating the caller's telephone number and communicating with the customer terminal 20. A specified memory area of an auxiliary storage device such as a HDD of a computer corresponding to the mobile carrier server 30 is assigned to the subscriber information storage unit 31 of the mobile carrier server 30.

In the user institution systems 50-52, for example, a host computer that manages deposit accounts operated by a bank can be used. In the following, an example will be described in which information is sent and received with the customer information management server 10 by direct communication with a core computer system such as the user institution system 50. However, this is not limited to this. The customer information management server 10 may also send and receive information via a network terminal such as a PC or a web server that is capable of communicating with such core computer systems.

Assuming the above configuration, the method of managing customer information by the customer information management server 10 in the first embodiment will be explained using Figures 3 to 5.

Figure 3 shows an overview of the relationship between the customer information management server 10 and surrounding external devices (customer terminal 20, mobile carrier server 30, and user institution system 50) and the data flow within the customer information management server 10 when customer information is registered or updated in the first embodiment.

As shown in FIG. 3, for example, a customer uses a customer terminal 20 to launch a message app provided by a mobile carrier. The customer uses the service provided by the customer information management server 10 to collectively register and update customer information (the customer's personal information) requested by multiple businesses with which the customer does business (here, Bank A, Bank B, Securities C, D Life Insurance, etc.). In this case, the customer performs the operation using a customer terminal 20 such as a smartphone to which the customer is the subscriber and has been assigned a phone number.

This message app is an application program provided by a mobile carrier that is authenticated by the caller's telephone number, and is installed on the customer terminal 20. When the message app is started on the customer terminal 20, a request to start the application program is sent to the mobile carrier server 30. When the mobile carrier server 30 receives the start request, it authenticates the telephone number. In this telephone number authentication, the caller's telephone number (the telephone number read from the SIM card inserted in the customer terminal 20) is compared with a valid telephone number stored in the subscriber information storage unit 31, which is a database of mobile phone subscribers. If the caller's telephone number is a valid telephone number stored in the subscriber information storage unit 31, the mobile carrier server 30 determines that it has received a legitimate start request from the subscriber. If the mobile carrier server 30 receives a legitimate start request from the subscriber, it allows the customer terminal 20 to start the message app.

As shown in FIG. 3, the operation screen of the message app of the customer terminal 20 displays a list of menus including "Register Account Information" and "Change Address". These menus are services provided by the customer information management server 10. When either "Register Account Information" or "Change Address" is selected from these menus, the mobile carrier server 30 notifies the customer information management server 10 that a menu such as "Register Account Information" or "Change Address" has been selected, along with the telephone number of the customer terminal 20 that was previously authenticated.

Here, the case where the mobile carrier server 30 notifies the customer information management server 10 of the customer's telephone number has been described as an example, but the present invention is not limited to this. The information notified from the mobile carrier server 30 to the customer information management server 10 may be information capable of identifying at least the customer who operates the customer terminal 20. For example, instead of the customer's telephone number, an identification key such as a customer ID uniquely associated with the telephone number may be notified from the mobile carrier server 30 to the customer information management server 10. Alternatively, the mobile carrier server 30 may notify the customer information management server 10 of the customer's telephone number, and the customer information management server 10 may associate the telephone number with an identification key such as a customer ID uniquely associated with the telephone number, and use the identification key to manage the customer information. Considering security, it may be preferable to use an identification key such as a customer ID uniquely associated with the telephone number, rather than using the telephone number itself.

The flowchart in FIG. 4 shows the flow of processing related to the registration or update of customer information performed by the customer information management server 10 according to the first embodiment. As shown in FIG. 4, the customer information management server 10 receives the customer's telephone number (or an identification key such as a customer ID uniquely associated with the telephone number) from the mobile carrier server 30 (step S01). The customer information management server 10 receives the customer's telephone number, etc., along with information that "Register account information" or "Change address" has been selected in the menu of the messaging app on the customer terminal 20. Next, the one-time URL generation unit 11 is started in the customer information management server 10, and a one-time URL is generated (step S02). The one-time URL is a unique network address that is assigned to a page that the customer accesses when registering or updating their own customer information.

The one-time URL generated by the one-time URL generation unit 11 is linked to the customer's telephone number (or an identification key such as a customer ID uniquely associated with the telephone number) received from the mobile carrier server 30 and temporarily stored in the one-time URL storage unit 12 (step S03). In addition, the customer information management server 10 transmits the one-time URL generated by the one-time URL generation unit 11 to the mobile carrier server 30 (step S04).

When the mobile carrier server 30 receives the one-time URL from the customer information management server 10, it generates a registration/update button with a link embedded with the received one-time URL (see FIG. 3). The registration/update button is an operation button provided in the file of the operation screen to be displayed in the message application started on the customer terminal 20. The mobile carrier server 30 transmits the file of the operation screen with the operation button to the customer terminal 20. The customer terminal 20 receives the file of the operation screen and displays the received file on the screen. As a result, a button for requesting registration or update of customer information with a link to the one-time URL is displayed on the screen of the customer terminal 20. Note that the method of setting the link to the one-time URL on the operation screen to be displayed in the message application is not limited to the method of displaying an operation button on the screen and having the customer press it. It may be a display format other than an operation button, such as setting a hyperlink in text.

The customer visually checks the screen displayed on the customer terminal 20 and performs operations as necessary. For example, consider a case where a customer uses the services provided by the customer information management server 10 to register or update the customer's own customer information that is shared over multiple usage periods. In this case, the customer performs operations to input data such as identity verification documents required for identity verification ("identification data" in FIG. 3) and the customer's own information to be registered or updated ("registration/update data" in FIG. 3). Once the data is input, an operation button displayed on the operation screen is pressed to request the registration or update of customer information.

When a customer presses an operation button, the customer terminal 20 sends a request to register or update customer information, including identity verification data and registration/update data, to the customer information management server 10. A link to a one-time URL is set in the operation button. Therefore, a request with the one-time URL specified in the address is sent to the customer information management server 10. Note that no link to the one-time URL is set in images, etc., displayed on the screen that is displayed after an operation button such as "Register account information" or "Change address" is selected in the menu of the messaging app.

The customer information management server 10 receives a request with a one-time URL specified in the address. When the customer information management server 10 receives this request, it starts the customer information processing unit 13, and the process shown in the flowchart of FIG. 5 is executed. The flowchart of FIG. 5 shows the flow of the process related to the registration or update of customer information performed by the customer information management server 10 according to the first embodiment. The customer information management server 10 receives an update request and data associated with the update request (step S11). The update request here is a notification that a one-time URL is specified in the address to request registration or update of customer information. The data associated with the update request here is identity verification data and registration/update data. The customer information management server 10 checks the information temporarily stored in the one-time URL storage unit 12, and identifies the customer's telephone number (or an identification key such as a customer ID uniquely associated with the telephone number) stored in association with the one-time URL specified in the request (step S12).

The identity verification unit 14 verifies the identity of the customer based on the identity verification data received from the customer terminal 20 (step S13) and checks whether the customer is being spoofed (step S14). The account verification unit 15 verifies the existence and validity of the deposit account, if necessary (step S15). If these checks confirm that the specified requirements for registration or update are met (Yes in all steps S13-S15), the customer information processing unit 13 updates the customer information stored in the customer information storage unit 16 for the customer identified by the telephone number specified in step S12 (or an identification key such as a customer ID uniquely associated with the telephone number) based on the registration/update data included in the customer information registration or update request received from the customer terminal 20 (step S16).

The customer information management server 10 starts the customer information provision unit 17. The customer information provision unit 17 transmits the registered or updated customer information together with other necessary information such as an image file of the identity verification document to the institution system 50-52, etc. that has a transaction with the customer whose customer information has been registered or updated and requires the registered or updated customer information, with the consent or instructions of the customer himself/herself (step S17). After that, the customer information management server 10 waits for approval from the institution system 50-52, etc. of the transmission destination, and when it confirms that approval has been obtained, it starts the notification transmission unit 18. The notification transmission unit 18 transmits a notification to the customer terminal 20 that the customer information has been registered or updated.

If it is determined that any of the requirements are not met in the customer identity verification by the identity verification unit 14 (step S13), in the verification of identity theft (step S14), or in the verification of the existence and validity of a deposit account by the account verification unit 15 (step S15) (No in any of steps S13-S15), the registration or update process for customer information is not accepted and an error process is performed (step S18).

Second Embodiment
Next, a second embodiment will be described. The customer information management server 100 of this embodiment differs from the above-described embodiment in that it performs maintenance of customer information. In the following description, the same components as those of the customer information management server 10 of the above-described embodiment will be given the same reference numerals and their description will be omitted. Furthermore, when there is no particular distinction between the customer information management server 10 and the customer information management server 100, they will be referred to as the customer information management server 10 (100), etc.

As described above, in this embodiment, the customer information management server 10 (100) registers or updates customer information based on a telephone number (or an identification key such as a customer ID that is uniquely associated with a telephone number). When the customer information management server 100 of this embodiment stores (registers or updates) customer attribute information in the customer information 131 in conjunction with the registration or update of customer information, it also stores the customer's telephone number in the registration DB 132.

However, telephone numbers may be cancelled. In this case, a telephone number that does not belong to the customer will continue to be registered in the customer information of the customer information management server 10. Furthermore, when a telephone number is cancelled, it is generally assigned to the telephone number of another person's smartphone or the like after a certain period of time has passed since the cancellation. For this reason, a customer's telephone number may be cancelled and assigned to another person. In this case, the telephone number of one customer (already cancelled but not renewed) and the telephone number of another customer (newly contracted) may be registered as the same number in the customer information of the customer information management server 10. In this case, a situation may occur in which the customer information management server 10 mistakenly sends customer information of one customer to the utilization institution systems 50-52, etc. as customer information of another customer.

To address this issue, in this embodiment, maintenance-related processing is performed by periodically checking whether the customer's phone number is up to date.

Figure 6 is a diagram explaining the maintenance-related processing performed by the customer information management server 100 of the second embodiment. As shown in Figure 6, the customer information management server 100 receives customer information from the customer terminal 20. The customer information received here is information notified from the customer terminal 20 of a customer who requests registration or updating of customer information by operating a menu of a message app or the like by the customer.

The customer information management server 100 also stores the customer information received from the customer terminal 20 in the storage unit 130 as customer information 131. The customer information management server 100 also transmits the registered or updated customer information, etc. to the utilization institution system 50 together with the telephone number (or identification key) received from the customer terminal 20.

The customer information management server 100 periodically (e.g., once a day) requests the mobile carrier server 30 to receive a phone number list via the phone number list acquisition unit 110. The phone number list is a list showing the phone numbers of customers who have contracted with a mobile carrier and are using services such as "account information registration" on a specific message app (hereinafter referred to as the customer information management service). The specific message app here is a message app that corresponds to the customer information management service provided by the customer information management server 10. For example, the customer terminal 20 can use the customer information management service by following the account of the customer information management server 10 that provides the customer information management service in the specific message app.

The customer information management server 10 then uses the telephone number list to perform processes related to the maintenance of customer information through the customer information maintenance unit 120. The maintenance processes performed by the customer information maintenance unit 120 will be explained in detail later.

The customer terminal 20 notifies the mobile carrier server 30 of the telephone number via a message app or the like. The customer terminal 20 also notifies the customer information management server 100 of the customer information by operating an operation button for registering or updating customer information displayed on a menu of the message app or the like. The mobile carrier server 30 transmits a list of telephone numbers to the customer information management server 100 in response to a request from the customer information management server 10.

As described above, the telephone number list is a list showing the telephone numbers of customers who have contracts with a mobile carrier and use a specific messaging app. Therefore, if a customer cancels their mobile phone contract, the canceled telephone number will not be present in the telephone number list notified after the cancellation. In this embodiment, this property is utilized to perform processing related to the maintenance of customer information. For example, the customer information management server 100 may delete telephone numbers that no longer exist in the telephone number list from the customer information.

However, there is a system for mobile phone numbers called Mobile Number Portability (hereafter referred to as MNP). With MNP, you do not need to change your mobile phone number even if you change mobile carriers.

Some of the phone numbers that are no longer in the phone number list are likely due to cancellation of the phone contract, no longer using the customer information management service on a specific messaging app (unfollowing), or changing mobile carriers due to MNP. For this reason, if phone numbers that are no longer in the phone number list were immediately deleted from customer information, the phone numbers of customers who no longer use the customer information management service or who have changed mobile carriers due to MNP would be deleted even though their phone numbers have not changed.

To address this issue, in this embodiment, when performing maintenance-related processing, the customer information management server 100 stores customer information 131, registration DB 132, and deletion candidate DB 133 in the storage unit 130. Customer information 131 is personal information about the customer. Registration DB 132 is information indicating the customer's telephone number registered in the customer information 131. Registration DB 132 is used for maintaining customer information 131. Deletion candidate DB 133 is information about customers whose telephone numbers registered in customer information 131 may be deleted for some reason.

In this way, by registering telephone numbers that may be deleted later in the deletion candidate DB 133, it becomes possible to determine whether a telephone number that is no longer in the telephone number list is due to the telephone being cancelled, due to no longer using the customer information management service on a specified messaging app (unfollowing), or due to a change in mobile carrier due to MNP. For example, the deletion candidate DB 133 can be periodically monitored, and processing can be performed such as deleting customer information 131 corresponding to telephone numbers for which a certain period of time (e.g., one week or one month) has passed since the deletion date (the date on which the telephone number no longer exists in the telephone number list).

Figure 7 is a diagram showing an example of the configuration of customer information 131 according to the second embodiment. The customer information 131 includes items such as an identification key and attribute information. The identification key is identification information that identifies a customer uniquely associated with a telephone number. The attribute information is information indicating the attributes of a customer, and is composed of customer information notified from the customer terminal 20 and the customer's telephone number notified from the mobile carrier server 30. The attribute information includes items such as name, address, date of birth, telephone number, My Number, driver's license number, account number, etc.

In this example, the attribute information includes the name TF Taro, address Chiyoda-ku, Tokyo, date of birth August 14, 1991, and telephone number 090-1234-5678. Note that in this example, the attribute information includes an item for My Number. In this way, the customer information management server 10 may be configured to be able to register the customer's My Number in the customer information 131. This is because there is growing momentum to link bank account information to My Number cards.

That is, a bill to link My Number cards with bank account information is being prepared. If linking My Number cards with bank account information becomes mandatory, My Number will need to be stored in the customer information held by the user institution system 50 (mainly banks). In this case, for example, when customer information is registered via the customer information management server 100, the customer information management server 100 requests the provision of the customer's My Number as registration/update data, and notifies the user institution system 50 of the My Number received from the customer terminal 20 as customer information.

On the other hand, even if linking bank account information to My Number cards becomes mandatory, it is possible that third parties other than banks will be prohibited from holding My Numbers. In such cases, the customer's My Number cannot be registered in customer information 131. In this case, the customer information management server 100 will, for example, notify the user institution system 50 of the My Number based on personal information received from the customer terminal 20, and then store the customer information excluding the My Number in customer information 131.

Figure 8 is a diagram showing an example of the configuration of registration DB 132 according to the second embodiment. Registration DB 132 includes items such as an identification key, a telephone number, an addition date, and an update date. The identification key is the same as the identification key in customer information 131. The telephone number is a telephone number associated with the identification key. The addition date is the date on which the customer's attribute information, etc. was added. The update date is the date on which the customer's attribute information, etc. was updated. The addition date and update date may be set for each piece of attribute information.

Figure 9 is a diagram showing an example of the configuration of the deletion candidate DB 133 according to the second embodiment. The deletion candidate DB 133 includes items such as an identification key, a telephone number, and a deletion date. The identification key is the same as the identification key in the customer information 131. The telephone number is a telephone number associated with the identification key. The deletion date is the date on which the customer information corresponding to the identification key was deleted from the customer information 131, in the case where a telephone number that no longer exists in the telephone number list is immediately deleted from the customer information 131. Alternatively, in the case where a telephone number that no longer exists in the telephone number list is registered in the deletion candidate DB 133 without being immediately deleted from the customer information 131, and the telephone number is held in the customer information 131 for a certain period of time, the deletion date is the date on which the customer information corresponding to the identification key is no longer present in the telephone number list.

Here, the processing related to the maintenance performed by the customer information management server 100 will be described with reference to FIG. 10. FIG. 10 is a flowchart showing the flow of processing related to the maintenance of customer information performed by the customer information management server 100 of the second embodiment.

The customer information management server 100 acquires the telephone number list from the mobile carrier server 30 (step S20). The customer information management server 100 compares the acquired telephone number list with the registration DB 132 stored in the customer information management server 10 (step S21).

If the comparison shows that the telephone number is present in both the telephone number list and registration DB 132, the customer information management server 100 updates registration DB 132 as if the telephone number is valid (step S22). The update here means updating the information stored in registration DB 132 to confirm that it is up to date, for example, updating the update date of registration DB 132. In other words, there is no change to the contents of the telephone number in registration DB 132.

If the comparison result shows that the telephone number does not exist in the telephone number list but exists in the registration DB 132, the customer information management server 100 deletes the telephone number from the registration DB 132 (step S23). In addition, the customer information management server 100 adds the telephone number deleted from the registration DB 132 to the deletion candidate DB 133 (step S24).

If, as a result of the comparison, the telephone number is present in the telephone number list but not in the registration DB 132, the customer information management server 100 determines whether the telephone number is present in the deletion candidate DB 133 (step S25).

If the telephone number does not exist in the deletion candidate DB 133, the customer information management server 100 adds the telephone number to the registration DB 132 (step S26). Adding here means adding new information to the registration DB 132 (new registration). Alternatively, if the telephone number has been registered in the customer information 131 in the past (and was subsequently deleted), adding here means reviving it after deletion. On the other hand, if the telephone number exists in the deletion candidate DB 133, the customer information management server 100 deletes the telephone number from the deletion candidate DB 133 (step S27). Then, the customer information management server 100 adds the telephone number deleted from the deletion candidate DB 133 to the registration DB 132 (step S28). Adding here means adding the information deleted in step S23 back to the registration DB 132 (revival registration).

In the above, the case where the customer information 131 and the registration DB 132 are managed as separate databases has been described as an example. However, this is not limited to this. The customer information 131 and the registration DB 132 may be one integrated database. In this case, the customer information 131 is configured to double as the registration DB 132. In this case, the deletion candidate DB 133 includes the same items as the attribute information (address, name, etc.) of the customer (deletion candidate) in the customer information 131. In addition, the customer information management server 10 may be configured to have one integrated database that stores information including the deletion candidate DB 133 in addition to the customer information 131 and the registration DB 132. In this case, the integrated database includes an item of a deletion flag. The deletion flag is information indicating whether or not a deletion candidate is present. This makes it possible to manage the telephone numbers of customers in the integrated database using the deletion flag. In this case, the integrated database is an example of "customer information", an example of a "registration DB", and an example of a "deletion candidate DB".

In this case, for example, in step S21, customer information management server 100 compares the telephone number list with customer information 131. In step S22, customer information management server 100 registers telephone numbers that exist in the telephone number list but not in customer information 131 in customer information 131. In step S24, if there is a telephone number that does not exist in the telephone number list but exists in customer information 131, customer information management server 100 adds that telephone number to deletion candidate DB 133. In this case, customer information management server 100 also stores customer attribute information (address, name, etc.) associated with that telephone number in deletion candidate DB 133.

Furthermore, the customer information management server 100 may immediately delete the telephone number added to the deletion candidate DB 133 from the customer information 131, or may not delete it immediately. In this case, the customer information management server 100 may delete the telephone number from the customer information 131 after a certain period of time (e.g., one week or one month) has passed, if the telephone number is still present in the deletion candidate DB 133.

If the customer information management server 100 determines in step S26 that the telephone number does not exist in the deletion candidate DB 133 in the processing of step S25, the customer information management server 100 registers the telephone number in the customer information 131 as the telephone number of a new customer terminal 20 that has used (followed) the customer information management service on a specified messaging app.

On the other hand, in the processing of step S26 and step S27, if the telephone number exists in the deletion candidate DB 133 and the telephone number is deleted from the deletion candidate DB 133, the customer information management server 100 regards the telephone number as the telephone number of a customer terminal 20 that has started using the customer information management service on a specified messaging app again (followed again). In this case, since the telephone number is already registered in the customer information 131, the process of registering the telephone number in the customer information 131 is not performed.

As described above, the customer information management server 100 of the second embodiment manages the customer information 131, which is personal information of the customer, based on the information notified from the customer terminal 20. The customer information management server 100 includes a telephone number list acquisition unit 110, a customer information maintenance unit 120, and a storage unit 130. The storage unit 130 stores the customer information 131 and the deletion candidate DB 133. The telephone number list acquisition unit 110 acquires a telephone number list indicating telephone numbers of customers who use an application provided by a mobile carrier and are registered in a service (i.e., a customer information management service) that manages the customer information 131 provided in the application. The customer information maintenance unit 120 uses the telephone number list to determine whether the telephone number of the customer registered in the customer information 131 exists in the telephone number list, and when it is determined that the telephone number of the customer registered in the customer information 131 does not exist in the telephone number list, at least the telephone number of the customer information 131 of the customer determined not to exist is stored in the deletion candidate DB 133 as personal information of the customer that is a candidate for deletion. In this case, if the customer information management server 100 determines that the telephone number of a customer registered in the customer information 131 does not exist in the telephone number list, it may delete the customer information 131 of the customer determined not to exist.

In this way, the customer information management server 100 of the second embodiment can add a customer's telephone number, which has already been registered in the customer information 131, to the deletion candidate DB 133 when the customer's telephone number is not registered in the customer information management service (for example, the telephone number has been changed, or the account has been temporarily unfollowed). This makes it possible to monitor the subsequent trends while taking into consideration the possibility that the customer's telephone number has been changed. Therefore, the customer information management server 100 of the second embodiment can periodically manage whether the customer's mobile phone number is valid. For example, it is possible to prevent a situation in which incorrect customer information is notified to the utilization institution system 50, and to maintain a state in which the deletion candidate can be deleted from the customer information 131 depending on the subsequent trends. In other words, the customer information 131 can be maintained in cases where the customer's mobile carrier has been changed due to MNP, but the customer's mobile phone number has not changed later, or the account has been temporarily unfollowed but then followed again. On the other hand, the customer information 131 of the customer can be deleted when the customer's mobile phone number is highly likely to have been changed, such as when the telephone number does not reappear in the telephone number list even after a predetermined period of time has passed.

In addition, in the customer information management server 100 of the second embodiment, the telephone number list acquisition unit 110 periodically acquires the (latest) telephone number list. The customer information maintenance unit 120 determines whether there is a telephone number (resurrected telephone number) that exists in the currently acquired telephone number list and is registered in the deletion candidate DB 133. If the corresponding telephone number exists and is registered in the deletion candidate DB 133, the customer information maintenance unit 120 deletes the telephone number registered in the deletion candidate DB 133 from the deletion candidate DB 133. As a result, in the customer information management server 100 of the second embodiment, when it is suspected that the customer's mobile phone number may have been changed, but it is later found that the customer's mobile phone number has not changed, the customer information 131 can be maintained. This makes it possible to prevent the troublesome process of re-registering the customer's customer information 131 shortly after deleting it.

In addition, even if the customer information management server 10 does not receive a request to register or update customer information from the customer terminal 20, if it confirms that the customer's telephone number has been canceled based on the telephone number list, it may notify the institution system 50 corresponding to the bank of this fact. This allows the bank to also confirm that the customer's telephone number has been canceled and update the customer information in the institution system 50.

In at least one of the above-described embodiments, an example has been described in which information about a customer who follows an account of a customer information management service is registered in customer information 131. However, strictly speaking, when an account of a customer information management service is followed, the customer's telephone number is registered only in registration DB 132, and not in customer information 131. This is because when the account follows, only the customer's mobile phone number is notified to customer information management server 10 via mobile carrier server 30.

The customer information management service is a service provided on an application provided by a mobile carrier. Therefore, when an account of the customer information management service is followed, the mobile carrier server 30 can recognize this. The customer information management server 10, which is the provider of the customer information management service, then queries the mobile carrier server 30, for example, periodically, and obtains the telephone numbers of customers who follow the accounts of the customer information management service. The customer information management server 10 creates a customer registration DB 132 based on the obtained telephone numbers.

When a customer who follows an account of the customer information management service registers to use the customer information management service, the customer's name, etc., entered during the registration process is notified to the customer information management server 10. The customer information management server 10 creates customer information 131 for the customer based on the notified customer's name, etc.

The customer information management server 10 (100) in the above-mentioned embodiment may be realized in whole or in part by a computer. In that case, a program for realizing this function may be recorded on a computer-readable recording medium, and the program recorded on the recording medium may be read into a computer system and executed to realize the function. Note that the term "computer system" here includes hardware such as an OS and peripheral devices. Furthermore, the term "computer-readable recording medium" refers to portable media such as flexible disks, optical magnetic disks, ROMs, and CD-ROMs, and storage devices such as hard disks built into a computer system. Furthermore, the term "computer-readable recording medium" may include a medium that dynamically holds a program for a short period of time, such as a communication line when a program is transmitted via a network such as the Internet or a communication line such as a telephone line, and a medium that holds a program for a certain period of time, such as a volatile memory inside a computer system that is a server or client in such a case. Furthermore, the above-mentioned program may be a program for realizing a part of the above-mentioned function, or may be a program that can realize the above-mentioned function in combination with a program already recorded in the computer system, or may be a program that is realized using a programmable logic device such as an FPGA.

The above describes an embodiment of the present invention in detail with reference to the drawings, but the specific configuration is not limited to this embodiment, and includes designs that do not deviate from the gist of the present invention.

Reference Signs List 1: Management system 10, 100: Customer information management server 20: Customer terminal 30: Mobile carrier server 50: User institution system 110: Telephone number list acquisition unit 120: Customer information maintenance unit 130: Storage unit 131: Customer information 132: Registration DB
133...Deletion candidate DB

Claims (5)

A customer information management server that manages customer information, which is personal information of a customer, based on information notified from a customer terminal,
a storage unit that stores the customer information and a deletion candidate DB that is personal information of customers who are candidates for deletion from the customer information;
a telephone number list acquisition unit that acquires a telephone number list indicating telephone numbers of customers who use an application provided by a mobile carrier and who are registered in a service that manages the customer information provided in the application;
a customer information maintenance unit that uses the telephone number list to determine whether or not a telephone number of a customer registered in the customer information exists in the telephone number list, and when it is determined that the telephone number of the customer registered in the customer information does not exist in the telephone number list, stores at least the telephone number of the customer information of the customer determined not to exist in a deletion candidate DB;
A customer information management server comprising: when the customer information maintenance unit determines that a telephone number of a customer registered in the customer information does not exist in the telephone number list, the customer information maintenance unit deletes the customer information of the customer determined to not exist.
2. The customer information management server according to claim 1. The telephone number list acquisition unit periodically acquires the telephone number list,
The customer information maintenance unit determines whether or not there is a revival telephone number that is included in the currently acquired telephone number list and is registered in the deletion candidate DB, and if the revival telephone number is present, deletes the revival telephone number registered in the deletion candidate DB from the deletion candidate DB.
3. The customer information management server according to claim 1 or 2. A customer information management method for a customer information management server that manages customer information, which is personal information of a customer, based on information notified from a customer terminal, the customer information management server including a storage unit that stores the customer information and a deletion candidate DB, which is personal information of a customer that is a candidate for deletion from the customer information, comprising:
a telephone number list acquisition unit acquires a telephone number list indicating telephone numbers of customers who use an application provided by a mobile carrier and who are registered in a service that manages the customer information provided in the application;
a customer information maintenance unit uses the telephone number list to determine whether or not a telephone number of a customer registered in the customer information exists in the telephone number list, and when it is determined that the telephone number of the customer registered in the customer information does not exist in the telephone number list, stores at least the telephone number of the customer information of the customer determined not to exist in a deletion candidate DB;
How to manage customer information. A program for operating a computer as a customer information management server according to any one of claims 1 to 3, the program causing the computer to function as each unit of the customer information management server.

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