JPWO2019189513A1 - Customer service support system, customer service support server, and customer service support method - Google Patents

Abstract

The customer service support system 1 has an input means for receiving input of at least one of identification information and vehicle information, a database [(A) customer information having a field for recording a plurality of types of identification information, and (B) a plurality of types of identification information. A purchase history that is associated with at least one of the identification information and indicates the history of the customer's purchasing behavior identified by the identification information, and (C) a vehicle that is associated with at least one customer included in the customer information is specified. Refer to the vehicle information to be used, (D) maintenance history that is linked to the vehicle information and indicates the maintenance history of the vehicle specified by the vehicle information], and is linked to at least one of the input identification information and the vehicle information. It has an acquisition means for acquiring information according to the purchased purchase history and maintenance history, and an output means for outputting information to a clerk at a store.

Description

The present invention relates to a technique for supporting customer service in a store that provides a service related to a vehicle.

Techniques for assisting customer service at gas stations or service stations are known. For example, Patent Document 1 describes a technique for associating and managing service history information and a vehicle number. In this technique, instruction information including instructions to the user is generated based on the history information associated with the vehicle number photographed by the photographing device. Further, in Patent Document 2, although it is not a customer service support for a gas station, a visitor is specified by using a beacon signal output from a beacon transmitter installed in the store, and customer information about the specified visitor is displayed. The technology to be used is described.

JP-A-2015-156152 Japanese Unexamined Patent Publication No. 2017-126130

In the techniques described in Patent Documents 1 and 2, when the relationship between the visitor and the vehicle is not one-to-one, it may not be possible to provide appropriate information for customer service support.

The present invention provides a technique for providing appropriate information for customer service support even when the relationship between a visitor and a vehicle is many-to-one, one-to-many, or many-to-many.

According to one aspect of the present disclosure, for one customer who comes to the store in a vehicle, at least one type of identification information among a plurality of types of identification information for identifying the customer, and vehicle information for identifying the vehicle. Refer to the input means that accepts at least one of the inputs and the database that records the following (A) to (D).
(A) Customer information having a field for recording the plurality of types of identification information (B) The purchasing behavior of the customer associated with at least one of the plurality of types of identification information and specified by the identification information. Purchase history showing history (C) Vehicle information that identifies a vehicle associated with at least one customer included in the customer information (D) For a vehicle that is associated with the vehicle information and is specified by the vehicle information. Maintenance history showing maintenance history An acquisition means for acquiring information according to the purchase history and maintenance history associated with at least one of the identification information and the vehicle information input via the input means, and the above-mentioned A customer service support system including an output means for outputting the information acquired by the acquisition means to the clerk at the store is provided.

Further, according to one aspect of the present disclosure, for one customer who comes to the store in a vehicle, at least one type of identification information among a plurality of types of identification information for identifying the customer, and the vehicle are specified. Refer to the receiving means for receiving at least one of the vehicle information and the database recording the following (A) to (D).
(A) Customer information having a field for recording the plurality of types of identification information (B) Purchasing behavior of a customer associated with at least one of the plurality of types of identification information and specified by the identification information. Purchase history showing history (C) Vehicle information that identifies a vehicle associated with at least one customer included in the customer information (D) For a vehicle that is associated with the vehicle information and is specified by the vehicle information. Maintenance history indicating maintenance history An acquisition means for acquiring information according to the purchase history and the maintenance history associated with at least one of the received identification information and the vehicle information, and acquisition means acquired by the acquisition means. A customer service support server having a transmission means for transmitting information to a device that outputs information to a clerk at the store is provided.

Further, according to one aspect of the present disclosure, for one customer who comes to the store in a vehicle, at least one type of identification information among a plurality of types of identification information for identifying the customer, and the vehicle are specified. A step of accepting input of at least one of vehicle information, a step of referring to a database recording the following (A) to (D), and a step of referring to the database.
(A) Customer information having a field for recording the plurality of types of identification information (B) Purchasing behavior of a customer associated with at least one of the plurality of types of identification information and specified by the identification information. Purchase history showing history (C) Vehicle information that identifies a vehicle associated with at least one customer included in the customer information (D) For a vehicle that is associated with the vehicle information and is specified by the vehicle information. Maintenance history indicating maintenance history A step of acquiring information according to the purchase history and the maintenance history associated with at least one of the input identification information and the vehicle information, and the acquired information. A customer service support method having a step of outputting to a clerk in the store is provided.

According to the present invention, even when the relationship between the visitor and the vehicle is many-to-one, one-to-many, or many-to-many, it is possible to provide appropriate information for providing customer service support.

The figure which shows the outline of the customer service support system which concerns on one Embodiment. The figure which illustrates the functional structure of the customer service support system. The figure which exemplifies the outline of the database. The figure which illustrates the hardware configuration of a server. The figure which exemplifies the hardware configuration of a store terminal. The figure which illustrates the store to which a customer service support system is applied. A sequence chart showing the operation of the customer service support system. The figure which illustrates the customer information and the vehicle information associated with the search key. The figure which illustrates the purchase history and maintenance history extracted by a server. The figure which illustrates the service information table. The figure which illustrates the screen displayed in the store terminal. The figure which illustrates the detail screen. The figure which illustrates the feedback input screen. The figure which illustrates the system configuration in the customer service support system.

1 ... Customer service support system, 5 ... Store, 10 ... Server, 11 ... Storage means, 12 ... Reception means, 13 ... Acquisition means, 14 ... Transmission means, 20 ... Store terminal, 21 ... Input means, 22 ... Output means, 30 ... Clerk terminal, 31 ... Input means, 32 ... Output means, 40 ... Refueling device, 41 ... Input means, 42 ... Output means, 51 to 55 ... Lanes, 60 ... Terminal device, 61 ... Input means, 62 ... Output means, 91-94 ... Display area, 101 ... CPU, 102 ... Memory, 103 ... Storage, 104 ... Communication IF, 111 ... Database, 201 ... CPU, 202 ... Memory, 203 ... Storage, 204 ... Communication IF, 205 ... Touch screen, 921-922 ... Display area, 923 ... Tab, 924-927 ... Display area, C ... Customer, R ... Room, V ... Vehicle

1. 1. Configuration FIG. 1 is a diagram showing an outline of a customer service support system 1 according to an embodiment. The customer service support system 1 is a system for supporting customer service at a store 5 that provides services related to vehicles, such as a gas station or a service station. In this example, the customer service support system 1 includes a server 10, a store terminal 20, a clerk terminal 30, and a refueling device 40. The store terminal 20 and the clerk terminal 30 provide a UI (User Interface) to the clerk of the store 5. The refueling device 40 provides a refueling function to a customer (visitor) who has come to the store in a vehicle, and also provides a UI to the customer. At least one of the store terminal 20, the clerk terminal 30, and the refueling device 40 accepts input of identification information that identifies the vehicle or its customers. The server 10 is an example of a customer service support server. The server 10 identifies the service recommended to the customer with respect to the input identification information. The server 10 outputs the specified information to at least one of the store terminal 20 and the clerk terminal 30. The store terminal 20 is installed in the store 5, and the clerk terminal 30 is owned by the clerk. This clerk provides a service to the customer based on the information output from the store terminal 20 or the clerk terminal 30. In the following, the store terminal 20, the clerk terminal 30, and the refueling device 40 are collectively referred to as a terminal device 60.

Although only one store 5 is shown in FIG. 1 for simplification of the drawing, the customer service support system 1 may be applied to a plurality of stores. Further, the number of terminal devices 60 used in the store 5 (the number of each of the store terminal 20, the clerk terminal 30, and the refueling device 40) is not limited to the illustrated example.

FIG. 2 is a diagram illustrating the functional configuration of the customer service support system 1. The customer service support system 1 includes a storage means 11, an input means 61, a receiving means 12, an acquiring means 13, a transmitting means 14, and an output means 62. In this example, the storage means 11, the receiving means 12, the acquiring means 13, and the transmitting means 14 are mounted on the server 10, and the input means 61 and the output means 62 are mounted on the terminal device 60. The relationship between the functional element and the device on which the function is mounted is not limited to this.

The storage means 11 stores various data. In this example, the storage means 11 stores a database 111 for supporting customer service.

FIG. 3 is a diagram illustrating an outline of the database 111. Database 111 includes at least (A) aggregated information, (B) store visit information, and (C) service information.

The aggregated information is information about the customer, and in this example, at least (a1) system ID (IDentifier), (a2) customer information, (a3) purchase history, (a4) personal attribute information, (a5) vehicle. Includes information, (a6) maintenance history, (a7) coupon results, and (a8) alert results. This information is linked to each other. Here, "associating" two pieces of information means storing these two pieces of information in a data structure that maintains the relationship between the two pieces of information. In FIG. 3, the solid line between the two pieces of information indicates a direct link between the two pieces of information.

The system ID is identification information for uniquely identifying a customer in the customer service support system 1, and includes the customer ID. The customer ID is given by the operator of the customer service support system 1. In the aggregated information, the value of at least some items other than the customer ID may be empty (no information).

Customer information is information that records identification information for identifying a customer. The customer information has a field for recording a plurality of types of identification information per person. The plurality of types of identification information include, for example, a smartphone ID, a payment service member ID, a service station member ID, a point service member ID, and credit card-related information. The smartphone ID is identification information that identifies the smartphone possessed by the customer, and is a telephone number, an ID unique to each contractor, or an ID unique to each terminal. The smartphone ID is given by, for example, a business operator that provides a mobile communication service. Alternatively, the smartphone ID may be given by a dedicated application program (hereinafter referred to as "dedicated application") of the customer service support system 1 installed on the smartphone. The payment service member ID here refers to a member ID in the payment service that can be used at a store that has introduced the customer service support system 1. The payment service referred to here is a payment service other than a credit card, and the so-called electronic money service is an example. The service station member ID is identification information for uniquely identifying a customer at a service station (store). The service station member ID is given by, for example, the operator of the service station. The point service member ID is identification information for uniquely identifying a customer in the point service. The point service is a service that gives points according to the purchase price when a product or service is purchased. This point can be mutually used in place of the purchase price of a product or service at stores that have introduced this point service. The point service member ID is given by the point service provider. Credit card-related information is identification information for uniquely identifying a customer in a credit card service. Credit card-related information is associated with a number given to a credit card (for example, a credit card number). Credit card related information is provided by the credit card service provider. The credit card-related information may be the credit card number itself.

The purchase history is information indicating the history of purchasing a product or service (history of customer's purchasing behavior). The purchase history is linked with the card information. The card information is information that identifies the cards presented when the product or service is purchased, and is, for example, credit card-related information, point service member ID, service station member ID, smartphone ID, payment service member ID. Includes at least one. The purchase history includes, for example, information on the identification information, amount, and purchase date of the product or service for the product or service purchased using the credit card linked to the credit card-related information.

Personal attribute information is personal information such as a customer's name, address, date of birth, and telephone number. Personal attribute information may include smartphone ID, gender, and other information.

Vehicle information is information about a vehicle. Vehicle information is associated with at least one item of customer information. In this example, the vehicle information is associated with the customer's telephone number. Vehicle information includes at least the vehicle number (the number of the so-called license plate attached to the vehicle body). In addition to the vehicle number, the vehicle information may include at least one type of information among the manufacturer, vehicle type, year, model, color, and vehicle inspection expiration date. Here, the vehicle means a vehicle such as an automobile or a two-wheeled vehicle that runs on wheels that are rotated by the power of a prime mover.

The maintenance history is information related to the maintenance of the vehicle. Vehicle maintenance means, for example, daily inspection, periodic inspection, automobile inspection registration (so-called vehicle inspection), replacement of consumable parts (tires, wipers, filters, etc.), replacement or replenishment of consumables (engine oil, washer fluid). .. The maintenance history referred to here includes an estimate of these operations, an order record (whether or not there is an order), and an inspection record.

Coupon performance is information that identifies coupons that have been applied to that customer. The alert record is information that identifies alert information that has been notified about the customer. The alert information refers to the information regarding customer service notified from the customer service support system 1 to the clerk, which has a particularly high priority set by the customer service support system 1. As an example, the alert information includes information such as "oil inspection was performed ○ months ago", "tire inspection is recommended", or "this customer should not recommend service".

The above is the explanation of the aggregated information. The aggregated information is updated when the customer registers as a user in the system, uses the store, or after using the store.

The store visit information includes the store visit history. The store visit history shows the history of the customer visiting the store. The store visit information is updated (added) when the customer visits the store.

The service information includes coupon information and alert information. The coupon information is for receiving conveniences such as discounts for products or services provided at the store 5. Coupon information includes information that identifies available coupons and selected coupons. Usable coupons are information that identifies coupons that the customer can use in the future. A selection coupon is information that identifies a coupon that the customer has already used. The alert information is information for identifying the alert described above.

The data structure in the database 111 and the association between the data are merely examples, and are not limited to the example of FIG. For example, vehicle information and personal attribute information may be directly linked.

See FIG. 2 again. The input means 61 accepts the input of the customer's identification information (customer information) or the vehicle's identification information (vehicle information) for the customer who came to the store on the vehicle. The customer identification information is at least one type of identification information among the above-mentioned plurality of types of identification information. The terminal device 60 transmits a store visit notification including the input customer information or vehicle information to the server 10.

The receiving means 12 receives the store visit notification from the terminal device 60. The acquisition means 13 refers to the database 111, refers to the purchase history and the maintenance history associated with at least one of the customer information and the vehicle information included in the store visit notification from the database 111, and refers to the purchase history and the maintenance history. Get the information according to. The transmission means 14 transmits the information acquired by the acquisition means 13 to the terminal device 60.

The terminal device 60 receives information from the server 10. The output means 62 outputs the information received from the server 10 to the clerk in the store. The output referred to here includes at least one of a visual output (image display) and an auditory output (audio output).

FIG. 14 is a diagram illustrating the system configuration of the customer service support system 1. FIG. 14 shows a specific example of the configuration of FIG. The customer service support system 1 includes a store terminal 20A, a store terminal 20B, a clerk terminal 30, and a refueling device 40. Each of these devices has an input means (input means 21, input means 31, and input means 41) and an output means (output means 22, output means 32, and output means 42), respectively. These are functions in which the input means 61 and the output means 62 are mounted on each device.

In this example, the store terminal 20 is subdivided into a store terminal 20A and a store terminal 20B. The information for accepting input is different between the store terminal 20A and the store terminal 20B. For example, the store terminal 20A accepts the input of the vehicle number (vehicle information), and the store terminal 20B accepts the input of the feedback information.

In this example, the server 10 distributes the same information to all the terminal devices 60. In this example, the store terminal 20, the clerk terminal 30, and the refueling device 40 each communicate independently with the server 10. However, even if only a part of the store terminal 20, the clerk terminal 30, and the refueling device 40 communicates with the server 10, and the remaining devices communicate with some of the devices to acquire information from the server 10. Good. Specifically, for example, only the store terminal 20 communicates with the server 10. The clerk terminal 30 and the refueling device 40 communicate with the store terminal 20 via a LAN (Local Area Network), and acquire the information distributed from the server 10 via the store terminal 20.

FIG. 4 is a diagram illustrating a hardware configuration of the server 10. The server 10 is a computer device having a CPU (Central Processing Unit) 101, a memory 102, a storage 103, and a communication IF (Interface) 104. The CPU 101 is a control device that executes a program, performs various calculations, and controls other hardware elements of the server 10. The memory 102 is a main storage device that functions as a work area when the CPU 101 executes a program. The storage 103 is a non-volatile auxiliary storage device that stores various programs and data. The communication IF 104 is a communication device that communicates with another device according to a predetermined communication standard (for example, Ethernet (registered trademark)).

In this example, the storage 103 stores a program (hereinafter referred to as “server program”) for causing the computer device to function as the server 10 in the customer service support system 1. When the CPU 101 executes the server program, the function of FIG. 2 is implemented in the server 10. At least one of the memory 102 and the storage 103 is an example of the storage means 11 in a state where the CPU 101 is executing the server program. Further, the CPU 101 is an example of the acquisition means 13. The communication IF 104 is an example of the receiving means 12 and the transmitting means 14.

FIG. 5 is a diagram illustrating a hardware configuration of the store terminal 20. The store terminal 20 is a computer device having a CPU 201, a memory 202, a storage 203, a communication IF 204, and a touch screen 205, and more specifically, for example, a tablet terminal. The CPU 201 is a control device that executes a program to perform various calculations and controls other hardware elements of the store terminal 20. The memory 202 is a main storage device that functions as a work area when the CPU 201 executes a program. The storage 203 is a non-volatile auxiliary storage device that stores various programs and data. The communication IF204 is described in accordance with a predetermined communication standard (for example, a so-called Wi-Fi (registered trademark), that is, a mobile communication standard such as IEEE 802.11a to IEEE 802.11d, IEEE 802.11g, or LTE (Long Term Evolution)). It is a communication device that communicates with the device of. The store terminal 20 can communicate with the server 10 via a relay device such as a router (not shown) or without a relay device, via a network such as the Internet. The touch screen 205 is an input / output device that displays an image to a clerk and receives an input of an instruction from the clerk.

In this example, the storage 203 stores a program (hereinafter referred to as “store terminal program”) for causing the computer device to function as the store terminal 20 in the customer service support system 1. When the CPU 201 executes the store terminal program, the function of FIG. 2 is implemented in the store terminal 20. The touch screen 205 is an example of the input means 61 and the output means 62 in a state where the CPU 201 is executing the store terminal program.

The clerk terminal 30 is a device carried by the clerk when serving customers at the store 5. Although detailed description is omitted, the clerk terminal 30 communicates with the server 10 and acquires information from the server 10. Further, the clerk terminal 30 outputs the acquired information to the clerk in a visually recognizable manner or an auditory recognizable manner. The clerk terminal 30 is, for example, a smartphone, a wearable terminal (so-called smart watch or smart glasses, etc.), or a headset (a set of headphones and a microphone). For example, when the clerk terminal 30 is a smartphone, the clerk terminal 30 has the same hardware configuration as the store terminal 20 (FIG. 5).

The refueling device 40 is a device installed in the store 5, and is firstly a device for refueling a vehicle. Although not shown, the refueling device 40 has, for example, a pump for pumping gasoline from a gasoline storage tank and a nozzle for supplying gasoline to the tank through a refueling port of a vehicle. Further, the refueling device 40 provides the customer with a UI for selling gasoline. In order to provide a UI, the refueling device 40 has, for example, a processor such as a CPU, an input / output device such as a touch screen and a card reader, and a communication IF for performing mobile communication.

2. Operation FIG. 6 is a diagram illustrating a store 5 to which the customer service support system 1 is applied. Store 5 is a so-called self-service gas station (service station). The store 5 is provided with a plurality of lanes, five lanes of lanes 51 to 55 in this figure. A refueling device 40 is provided in each lane. The customer operates the refueling device 40 by himself / herself to refuel his / her vehicle V. In the following, when the refueling device 40 in lane X is distinguished from the refueling device 40 in other lanes, it is referred to as a refueling device 40 [X]. The customers appearing in the following explanation have previously used this gas station or a gas station operated by a business operator common to this gas station, and have completed user registration at that time. That is, the database 111 has already been prepared before the flow of FIG. 6 is started.

Store 5 has room R. Room R is a waiting room for the clerk. One store terminal 20 is installed in the room R. Each clerk has one clerk terminal 30.

FIG. 7 is a sequence chart showing the operation of the customer service support system 1. Hereinafter, the operation of the customer service support system 1 will be described with reference to FIGS. 6 and 7.

Upon visiting the store 5, the customer parks the vehicle V in one lane (lane 51 in the example of FIG. 6) selected from lanes 51 to 55. The customer gets off the vehicle V and has the refueling device 40 [51] read his / her customer information. When the customer information is read, a store visit notification is transmitted to the server 10 (step S101). The store visit notification includes, for example, customer information read by the refueling device 40 [51], identification information of the refueling device 40 [51], identification information of the store 5, and a time stamp. Since the server 10 that has received the store visit notification transmits the related information to the store terminal 20 as a response, it can be said that the store visit notification is a request for the related information. The related information refers to information that is generated, extracted, or selected according to the purchase history and maintenance history, and is related to the purchase history and maintenance history.

The customer information read in step S101 includes at least one of a smartphone ID, a payment service member ID, a service station member ID, a point service member ID, and a credit card number. The medium on which these IDs are recorded is, for example, as follows.
Smartphone ID: Smartphone with a dedicated application installed Payment service member ID: Payment service medium (card or smartphone)
Service station member ID: Service station membership card Point service member ID: Point service membership card Credit card number: Credit card

The refueling device 40 has a plurality of reading devices (for example, a magnetic card reader, a non-contact IC card reader, and a bar code reader) corresponding to the above-mentioned plurality of types of media. Further, the refueling device 40 has a UI capable of reading a plurality of types of IDs. The customer may have the refueling device 40 read only one of the above types, or may read two or more types.

In step S104, the server 10 receives the store visit notification. Upon receiving the store visit notification, the server 10 first adds the information included in the received store visit notification to the store visit history of the database 111 as a new record (step S105). Further, the server 10 uses the customer information included in the store visit notification as a search key, and identifies (extracts) the customer information and the vehicle information associated with the search key from the database 111 (step S106).

Here, in the database 111, there are the following six patterns (1) to (6) in the correspondence relationship (linking method) between the customer information and the vehicle information. First, for the sake of simplicity, only credit card-related information is considered as customer information, and only the vehicle number is considered as vehicle information. Here, the credit card-related information is provided by the credit card service provider according to, for example, the credit card number read by the refueling device 40. Specifically, the server 10 transmits a request for credit card-related information to a server (not shown) operated by a credit card service provider. This request includes a credit card number. The server that receives this request transmits the credit card-related information corresponding to the credit card number included in this request to the server 10 as a response to this request. The method of acquiring credit card-related information is not limited to this. The credit card-related information may be associated with the credit card number, and the data format and acquisition method may be in any form. In the following, as in the example of FIG. 3, the state in which the customer information and the vehicle information are linked to the common customer ID is referred to as "the customer information and the vehicle information are linked".

(1) 1: 1
This is a pattern in which one credit card-related information and one car number are linked. This corresponds, for example, to a customer who owns only one vehicle and uses only one particular credit card.
(2) 1: n
This is a pattern in which one credit card-related information and n car numbers are linked. This corresponds to, for example, the case where the customer or his / her family owns n vehicles and uses only one specific credit card.
(3) n: 1
This is a pattern in which n credit card-related information and one car number are linked. This corresponds to, for example, the case where one vehicle is shared by n family members, or the customer uses n credit cards.
(4) n: m
This is a pattern in which n credit card-related information and m car numbers are linked. This is, for example, when a family shares m vehicles (plural) with n family members, or when a customer using m vehicles uses n credit cards. Corresponds to.
(5) 1: 0
This is a pattern in which one credit card-related information and zero car numbers are linked. This corresponds to, for example, the case where the customer does not own the vehicle or has not entered the vehicle information for some reason.
(6) No information This is a pattern in which the record associated with the read customer information is not recorded in the database 111. This corresponds, for example, when the customer uses the gas station for the first time.

FIG. 8 is a diagram illustrating customer information and vehicle information associated with the search key. Here, an example in which the card ID [1] is the search key is shown. In the example of FIG. 8, the card ID refers to the above credit card related information. In the example of the pattern (1), the card ID [1] is associated only with the car number [1]. In this example, the card ID [1] and the vehicle number [1] are extracted in step S106. In the example of the pattern (2), the card ID [1] is associated with the car number [1] and the car number [2]. The vehicle number [1] and the vehicle number [2] are examples of vehicle information of the first vehicle and vehicle information of the second vehicle, respectively. In this example, the card ID [1], the vehicle number [1], and the vehicle number [2] are extracted in step S106.

In the example of the pattern (3), the card ID [1] is associated only with the car number [1]. Here, the car number [1] is associated with the card ID [2] in addition to the card ID [1]. The card ID [1] and the card ID [2] are not directly linked. In this example, the card ID [1], the card ID [2], and the vehicle number [1] are extracted in step S106. When the card ID [1] and the card ID [2] are the customer information of different customers (for example, husband and wife), the card ID [1] and the card ID [2] are the first customers, respectively. It is an example of the identification information of the second customer and the identification information of the second customer.

In this example, only credit card-related information is considered, but considering other customer information, for example, the following cases are assumed. A customer who owns only one vehicle usually makes payments with a credit card, but at one point he forgets the card and instead presents a loyalty card to make payments in cash. Then, although there is only one customer (the same person), this vehicle has a purchase history linked to credit card-related information (an example of the first type of first identification information) and a point service member ID (first). Both purchase histories including two types of second identification information) are linked. In this case, in step S106, the credit card-related information, the point service member ID, and the vehicle number [1] are extracted. Hereinafter, this example is referred to as a pattern (3p).

In the example of the pattern (4), the card ID [1] is associated with the car number [1] and the car number [2]. Here, the car number [1] is associated with the card ID [2] in addition to the card ID [1]. The card ID [1] and the card ID [2] are not directly linked. The card ID [2] is associated only with the car number [1]. Further, the car number [2] is associated with the card ID [3] in addition to the card ID [1]. The card ID [1] and the card ID [3] are not directly linked. The card ID [3] is associated with the car number [3] in addition to the car number [2]. In this example, the card ID [1], the card ID [2], the card ID [3], and the vehicle number [1], the vehicle number [2], and the vehicle number [3] are extracted in step S106.

In the example of the pattern (4), the range of the customer information and the vehicle information to be extracted may be limited. For example, a limit may be set on the number of links between customer information and vehicle information. Here, the link means that the customer information and the vehicle information are linked via the system ID as in the example of FIG. In the above example, the following three links (a) to (c) are included between the card ID [1] and the vehicle number [3].
(A) Card ID [1] -Car number [2]
(B) Car number [2] -Card ID [3]
(C) Card ID [3] -Vehicle number [3]
For example, if the restriction "consider up to two links based on the search key" is provided, only the above links (a) and (b) are considered, and the link (c) is not considered. In this case, in step S106, the card ID [1], the card ID [2], the card ID [3], and the vehicle number [1] and the vehicle number [2] are extracted, and the vehicle number [3] is not extracted.

In the example of pattern (5), there is no car number associated with the card ID [1]. In this example, only the card ID [1] is extracted in step S106. In the example of the pattern (6), since the record itself including the card ID [1] does not exist, the record including the card ID [1] is newly registered in the database 111 as customer information. In this example, in step S106, only the newly registered card ID [1] is extracted.

See FIG. 7 again. In step S107, the server 10 identifies (extracts) the extracted customer information and the purchase history and maintenance history associated with the vehicle information. In this example, the server 10 extracts all the purchase history and maintenance history associated with at least one customer information or vehicle information among the extracted customer information and vehicle information.

FIG. 9 is a diagram illustrating a purchase history and a maintenance history extracted in step S107. This example corresponds to the example of FIG. In the example of the pattern (1), the purchase history [1] associated with the card ID [1] and the maintenance history [1] associated with the vehicle number [1] are extracted. Here, the history of transactions settled using the credit card linked to the card ID [1] is called the purchase history [1], and the history of maintenance performed on the vehicle with the vehicle number [1] is the maintenance history. It is called [1]. In the example of the pattern (2), the purchase history [1], the maintenance history [1], and the maintenance history [2] are extracted. In the example of the pattern (3), the purchase history [1], the purchase history [2], and the maintenance history [1] are extracted. In the example of the pattern (4), the purchase history [1], the purchase history [2], the purchase history [3], the maintenance history [1], the maintenance history [2], and the maintenance history [3] are extracted ( If the restriction "consider up to two links based on the search key" is applied, the maintenance history [3] will not be extracted). In the examples of patterns (4) and (5), only the purchase history [1] is extracted. In the example of pattern (6), the purchase history [1] is empty.

In the example of the pattern (3p), the purchase history is associated with the customer's credit card-related information and the point service member ID, respectively. In this case, in step S106, the credit card-related information, the point service member ID, and the vehicle number [1] are extracted.

See FIG. 7 again. In step S108, the server 10 generates service information based on the extracted purchase history and maintenance history. Service information refers to information for identifying a product or service that is recommended (recommended) to a customer, and includes information that is finally displayed as an alert. In one example, the server 10 stores a list of products or services and a table (hereinafter referred to as "service information table") that defines conditions for recommending the products or services, and the service information is referred to by referring to this service information table. To generate.

FIG. 10 is a diagram illustrating a service information table. The service information table includes fields such as product / service ID, product / service name, priority, condition, and output information. The field "product / service ID" is a field for recording an identification number that identifies the product or service. The field "product / service name" is a field for recording the name of the product or service. The field "priority" is a field for recording the priority of the goods or services. Priority may be defined in relation to other goods or services, or in absolute score or level. A field "condition" is a field for recording the conditions under which the goods or services are recommended. The field "output information" is a field for recording information output to the store terminal 20. In the example at the top of FIG. 10, the service "oil change" is given the product / service ID "123456" and its priority is "level 1". When the condition "M months have passed since the last oil change" is satisfied, the service information including the character string "Oil M months ago" is generated as an alert. An ID is given to the alert and it is managed in the database 111.

The method of generating the service information is not limited to the one that refers to the predetermined table. For example, the service information is generated from the purchase history and the maintenance history extracted in step S107 by using the so-called AI technique. You may.

See FIG. 7 again. In step S109, the server 10 transmits related information to all the store terminals 20 and the clerk terminals 30 belonging to the same store 5 as the refueling device 40 from which the request is transmitted, as a response to the request received in step S104. .. Further, the server 10 may transmit the related information to the refueling device 40. The refueling device 40 to which the related information is transmitted may be only the refueling device 40 of the source of the request, or may be all the refueling devices 40 belonging to the same store 5 as the refueling device 40 of the transmission source. .. In this example, the related information transmitted to the store terminal 20 includes the store visit history, the purchase history and maintenance history extracted in step S107, and the service information generated in step S108.

In step S110, the store terminal 20 receives the related information. Upon receiving the related information, the store terminal 20 displays at least a part of the related information on the screen (step S111).

FIG. 11 is a diagram illustrating a screen displayed on the store terminal 20. This screen is a summary screen showing an outline of information related to a vehicle parked in each lane (hereinafter referred to as a vehicle V [X], and a customer who visits the store with the vehicle V [X] is referred to as a customer C [X]). Is. The summary screen includes a display area 91 [X]. The display area 91 [X] is an area for displaying information related to the vehicle V [X]. In the display area 91 [X], the store visit time, lane number, vehicle number, last visit date, last purchased product / service, and alert are displayed. When the display area of each lane is not distinguished, it is simply referred to as the display area 91. The same applies to each display area included in the display area 91. In the display area 91 [X], other information such as customer classification (customer classification is information indicating customers who visit the store frequently or customers with a high unit price per customer), the type of card, and the presence or absence of a dedicated application is stored. It may be displayed.

In the example of FIG. 11, the vehicle number of the vehicle V [1] is "56-78", and it is shown that the previous visit was about 3 days ago, and the tires were changed at that time. In addition, the information "Oil M months ago" is displayed as an alert. The clerk who got this information told customer C [X], for example, "Thank you for using the tire change the other day. By the way, it has been M months since the last oil change, but today the oil change How is it? "

When the relationship between the customer and the vehicle is the pattern (2) or (4) and the information specifying the vehicle V that has visited the store is not input in the store terminal 20, the customer service support system 1 uses the vehicle V. Cannot be identified. For example, in this case, the store terminal 20 displays a screen for causing the store clerk to select one vehicle information from the extracted plurality of vehicle information. The clerk visually confirms the vehicle V and selects the vehicle V that came to the store from the options on the screen. Alternatively, the store terminal 20 selects one vehicle information from the extracted plurality of vehicle information according to a predetermined rule (for example, the vehicle with the youngest vehicle number or the vehicle that has recently visited the store), and selects the vehicle information. It may be displayed on the summary screen.

When the display area 91 [X] is touched (tapped) on the screen of FIG. 11, the screen transitions to the detailed screen of the information regarding the vehicle V [X].

FIG. 12 is a diagram illustrating a detailed screen. The detail screen includes display areas 921-922, tabs 923, and display areas 924-926. The display area 921 is an area for displaying the outline of the customer C [X]. Part of the information displayed in the display area 921 is common to the summary screen (FIG. 11). In this example, the display area 921 shows the lane number, the name of the customer C [X], the date and time of the previous visit, and the presence or absence of feedback on the alert. In the display area 921, other information such as customer classification, whether or not to speak, the type of credit card, and the presence or absence of a dedicated application may be displayed. Whether or not to speak is a flag indicating whether or not to speak to the customer. In rare cases, there may be a customer who refuses to recommend the service, so to such a customer, information that it is not possible to speak to such a customer on the customer information edit screen (not shown) etc. input. When it is displayed in the display area 921 whether or not the voice can be spoken, if the information that the voice cannot be spoken has already been input, an icon or text information indicating that the voice cannot be spoken is displayed on the screen of FIG. The icon or text information indicating that the voice cannot be spoken may be displayed on the screen of FIG.

The display area 922 is an area for displaying the maintenance history of the vehicle V [X]. In this example, the manufacturer name, the vehicle model name, and the maintenance history are displayed in the display area 922. As the maintenance history, items indicating replacement and purchase of consumables such as oil change, and items related to inspection such as vehicle inspection are displayed together with the latest implementation date. In addition, among the items, the item with the highest priority is displayed as an alert on the summary screen. The item selected as an alert is displayed in a different manner from the other items (for example, a different background color, a different font, or a different text color).

A tab 923 is displayed above the display area 922. When a plurality of vehicle information is extracted for the customer C [X], that is, when the customer C [X] is using a plurality of vehicles V, a plurality of tabs 923 [1] to [3] are displayed. Will be done. In this case, each tab 923 corresponds to each of the plurality of vehicles V. In the example of the figure, the tab 923 [1] on the outermost surface is the maintenance history of the vehicle V (that is, the vehicle that visited the store) of the vehicle number "56-78", and the next tab 923 [2] is the vehicle number "11-11". The maintenance history of the vehicle V is displayed, and the next tab 923 [3] is a tab for displaying the maintenance history of the vehicle V of the vehicle number "45-67". In the example of the figure, tab 923 [1] is selected, and the maintenance history of the vehicle V of the vehicle number "56-78" is displayed. When the tab 923 [2] is touched on this screen, the maintenance history of the vehicle V having the vehicle number "11-11" is displayed.

The display area 924 is an area for displaying the visit frequency of the customer C [X]. The store visit frequency is obtained by statistically processing the store visit history received from the server 10. In this example, one indicator of the annual average is displayed. The annual average indicates the frequency of store visits (per month) in the most recent year. It should be noted that the number of visits may be used instead of the frequency of visits. The store visit frequency is not limited to this, for example, the 3-month average indicating the store visit frequency (per month) in the last 3 months and the store visit frequency (January) since the customer C [X] was registered. It may be an overall average indicating a hit). Further, a plurality of indexes may be displayed in the display area 924.

The display area 925 is an area for displaying a coupon issued to the customer C [X]. The coupon may be issued at the store terminal 20 (for each store) or at the server 10. Further, with respect to the used coupon, the display mode of the information representing the used coupon may be changed so as to be distinguished from the unused coupon (for example, the color is changed, the font is changed, the icon is changed, etc.).

The display area 926 is an area for displaying information regarding the issued quotation to the customer C [X].

The display area 927 is an area for designating a lane number. When the maintenance history of the vehicle V [X] is displayed in the display area 922, the lane number X is displayed in the display area 927 in a manner that can be distinguished from others. For example, the numbers in the lane numbers are circled and the colors of the numbers are displayed differently. In addition, the lane containing the vehicle and the lane not containing the vehicle at the present time are displayed in a distinguishable manner. For example, lanes with vehicles are displayed in white and lanes without vehicles are displayed in gray.

According to the detail screen, the clerk can obtain more detailed information. For example, the clerk who saw the detailed screen in Fig. 12 said, "How about the estimate you made the other day?", "Until March 31, you can get a 20% discount on △△, but how about △△? "Is it?", (Switch tab 923 and look at the information of other vehicles) "The vehicle inspection of the number 11-11 car is coming soon, can you make a reservation for the vehicle inspection?", Etc. It is possible to serve customers according to the situation.

When the display area 91 [X] is swiped on the screen of FIG. 11, the screen transitions to the feedback information input screen for the alert.

FIG. 13 is a diagram illustrating an input screen of feedback information. This example shows a state in which the display area 91 [1] is swiped. Feedback options are presented on this input screen. In the example of the figure, "○", "Δ", and "×" are presented as options. The option "○" is selected when the service proposal related to the alert is successful. That is, when the tire change service is recommended, it indicates that the customer has purchased the tire change service. The option "Δ" is selected when the conclusion to the service proposal is withheld. For example, this corresponds to the case where the customer replies, "I will think when I come next time." The option "x" is selected when the service proposal is rejected.

When the feedback information is input, the store terminal 20 transmits the input feedback information to the server 10. The server 10 updates the feedback information associated with the service information in the database 111. When the server 10 generates the service information, the server 10 refers to the feedback information recorded in the database 111. For example, the server 10 does not generate service information related to a service in which "○" or "×" is input as feedback information.

For example, when the feedback information is input via the store terminal 20, the server 10 updates the database 111 so as to reflect the feedback information. The updated feedback information is immediately delivered to the clerk terminal 30. In the clerk terminal 30, the feedback information input via the other terminal device 60 can be immediately confirmed. The same applies to information other than feedback information.

In addition, on the screen of FIG. 11, the following screen transitions are performed. Touching the display area 92 displays the menu screen. The menu screen includes, for example, a link to a screen for inputting or editing customer information, maintenance history, or purchase history. Touching the display area 93 changes the display order of the display area 91. The display order is, for example, the order of lane numbers or the order of visits. When any of the lane numbers displayed in the display area 94 is touched, the display area 91 of the touched lane number moves to a predetermined position (for example, the top row).

See FIG. 7 again. In step S112, the server 10 transmits the related information to the clerk terminal 30. In one example, the related information transmitted to the store clerk terminal 30 is the same as the related information transmitted to the store terminal 20. Alternatively, in consideration of the display size, related information with a reduced amount of data may be transmitted to the device having a small display size. For example, when the clerk terminal 30 is a device provided with an input / output device such as a smartphone, a smart watch, or a smart glass, the server 10 outputs data for displaying the screen of FIGS. 11, 12, or 13 to the clerk terminal 30. Send to. The clerk operates the clerk terminal 30 owned by the clerk to obtain various information and input the information.

Although the clerk terminal 30 may be omitted, it is preferable to use the clerk terminal 30 for customer service because the movement of the line of sight between the confirmation of the service information and the customer service is reduced. Even when the clerk terminal 30 is used, a so-called wearable terminal such as a smart watch or smart glasses is preferable to a smartphone that must be held by hand because the movement of the line of sight is smaller.

According to the present embodiment, even when the relationship between the customer (driver) and the vehicle is not one-to-one, appropriate information can be presented to the clerk, and the effect of customer service support can be further enhanced. For example, if the correspondence between customer information and vehicle information is a 1: n relationship in pattern (2), "Thank you always. Another car will be inspected soon, but if you don't mind, please. You can call out based on information about the vehicle you are not in when you come to the store, such as "Would you like to quote?" Or, if the relationship is n: 1 in pattern (3), you might say, "When your wife came to the store the other day, I made an estimate for the vehicle inspection of this car. How was it?" , You can call out based on the information about the service provided to another customer who shares the vehicle with the customer (driver) at the time of visiting the store. Furthermore, if the relationship is n: m in pattern (4), "When your wife came to the store the other day, I made an estimate for your wife's car inspection. Please give my best regards to your wife." As such, it is possible to make a call based on information about the service provided to another vehicle owned by another customer related to the customer (driver) at the time of visiting the store. Further, according to the customer service support in the customer service support system 1 according to the present embodiment, any clerk can provide a service suitable for the customer.

When the customer who came to the store returns, the clerk registers the information (purchase history or maintenance history) of the product or service purchased by the customer in the database 111 via the store terminal 20 or the clerk terminal 30. The purchase history or maintenance history is registered in the database 111 by having the clerk read a predefined barcode or outputting information from a so-called POS (Point of Sales) system instead of manually inputting it. You may.

3. 3. Modifications The present invention is not limited to the above-described embodiment, and various modifications can be performed. Hereinafter, some modification examples will be described. Two or more of the following modifications may be applied in combination.

3-1. Deformation example 1 (identification of car number)
The information included in the store visit notification transmitted from the store terminal 20 to the server 10 is not limited to the information illustrated in the embodiment. The store visit notification may include, for example, the vehicle number of the vehicle V. As a method for the customer service support system 1 to acquire the vehicle number, for example, any of the following can be considered.
(A) The customer inputs via the refueling device 40. In this case, the customer operates the numeric keypad or the like provided on the refueling device 40 to input the vehicle number. Alternatively, the vehicle number is input to the dedicated application or the like, and the refueling device 40 is made to read the code image or the like displayed by the dedicated application.
(B) The clerk inputs via the store terminal 20 or the clerk terminal 30. In this case, the clerk operates the numeric keypad or the like displayed on the store terminal 20 or the clerk terminal 30 to input the vehicle number. Alternatively, the license plate of the vehicle V is photographed by the camera of the store terminal 20 or the clerk terminal 30, and the application program of the store terminal 20 or the clerk terminal 30 analyzes this to specify the vehicle number. Alternatively, the clerk inputs a voice such as "Number 56-78, you are coming to the store" to the microphone of the store terminal 20 or the clerk terminal 30, and the application program analyzes this voice to specify the vehicle number.
(C) Separately from the clerk terminal 30, for example, a camera is provided in each lane, and the license plate of the vehicle that has visited the store is photographed by this camera. This camera transmits the captured image data to the store terminal 20, the clerk terminal 30, or the server 10. The device that has received the image data analyzes this image and identifies the vehicle number of the vehicle V.

If the vehicle number is included in the store visit notification, the vehicle V that has visited the store can be specified even in the case of the pattern (2) or (4). If the vehicle V can be specified, the information about the vehicle V can be directly displayed on the screen first displayed on the store terminal 20 (or the clerk terminal 30).

Further, when the vehicle number is input, the store terminal 20 or the server 10 does not have to record the maintenance history and the purchase history for the vehicle V (for example, a rental car) having the vehicle number satisfying a specific condition.

Further, when a vehicle number is input, this vehicle number may be used as a search key in the search in step S106.

3-2. Modification 2 (Notice of visit)
When the vehicle number is specified as described in the first modification, the customer information may not be included in the store visit notification transmitted from the store terminal 20 to the server 10. In this case, when the relationship between the customer information and the vehicle information is n: 1 in the pattern (3) or n: m in the pattern (4), the customer who visited the store may not be identified. For example, in this case, the store terminal 20 displays a screen for causing the store clerk to select one customer information from the extracted plurality of customer information. The clerk visually confirms the customer C and selects the customer C who has visited the store from the options on the screen. Alternatively, the store terminal 20 may select one customer information from the extracted plurality of customer information according to a predetermined rule (for example, the customer who visited the store most recently) and display the vehicle information on the summary screen. ..

3-3. Modification 3 (coupon delivery)
When the dedicated application (smartphone application) is installed on the smartphone owned by the customer, the server 10, the store terminal 20, or other device distributes the coupon related to the product or service provided in the store to the dedicated application. May be good. In this case, the service information provided from the server 10 to the store terminal 20 may include a proposal for a product or service using this coupon. This coupon may be issued according to the store visit history, purchase history, or maintenance history.

3-4. Modification 4 (service information)
The information referred to when generating the service information is not limited to the purchase history and the maintenance history. In addition to or in place of the purchase history and maintenance history, information such as customer information, store visit history, coupons, feedback information, store visit time, or weather at the time of visit may be considered.

3-5. Modification 5 (Distribution destination of related information)
In the embodiment, the same related information is distributed to all the terminal devices 60 belonging to the store 5, but the server 10 is limited to only some of the terminal devices 60 belonging to the store 5. Related information may be distributed. For example, the server 10 may deliver related information only to the store terminal 20 and the clerk terminal 30, and may not deliver the related information to the refueling device 40. Alternatively, the server 10 may deliver only specific related information only to the clerk terminals 30 that satisfy the specific conditions among the plurality of clerk terminals 30. For example, when a new customer visits the lane 51, the server 10 may deliver the related information of the new customer only to the clerk terminal 30 of the clerk closest to the lane 51.

3-6. Modification 6 (system configuration)
In the customer service support system 1, the correspondence relationship between the function and the hardware is not limited to that illustrated in the embodiment. For example, the division of functions in the server 10, the store terminal 20, and the clerk terminal 30 is not limited to those illustrated in the embodiment. For example, at least a part of the functions described as having the server 10 in the embodiment may be implemented in the store terminal 20. The same applies to the relationship with other devices. For example, the database 111 may be stored in the storage means of another server device instead of the storage means 11 of the server 10. Alternatively, the database 111 may be divided into a plurality of parts and stored in separate devices. In this case, the server 10 accesses another server device and acquires necessary information from the database 111.

Further, the device configuration of the customer service support system 1 is not limited to that consisting of four types of devices: a server 10, a store terminal 20, a clerk terminal 30, and a refueling device 40. For example, one of the store terminal 20 and the clerk terminal 30 may be omitted. Further, in the example of the embodiment, the single terminal device 60 has both the input means 61 and the output means 62, but one terminal device 60 has only the input means 61 and another terminal device 60 has. It may have only the output means 62. As an example, the store terminal 20A has only the input means 21, and accepts input of maintenance history, customer information, quotation, and order form. The related information is not delivered to the store terminal 20A, or is not displayed even if it is delivered. The store terminal 20B has only the output means 22 and displays related information. The store terminal 20B does not accept input such as maintenance history. As another example, the store terminal 20 has only the input means 21 and accepts the input of the maintenance history, the customer information, the quotation, and the order form. The related information is not delivered to the store terminal 20, or is not displayed even if it is delivered. The clerk terminal 30 has only the output means 32 and displays related information. The clerk terminal 30 does not accept input such as maintenance history.

Further, the hardware configurations of the server 10, the store terminal 20, and the store clerk terminal 30 are not limited to those illustrated in the embodiment. The server 10, the store terminal 20, and the clerk terminal 30 may each have any hardware configuration as long as the required functions can be realized. For example, a group of devices physically composed of a plurality of devices may have a function as a server 10.

Further, the items of the database 111, the contents of the alert information, and various UI screens described in the embodiments are merely examples, and the present invention is not limited thereto.

3-7. Modification 7 (program)
The various programs illustrated in the embodiments may be provided by downloading via a network such as the Internet, or are provided in a state of being recorded on a recording medium such as a CD-ROM (Compact Disc Read Only Memory). You may.

Claims (9)

An input means that accepts input of at least one type of identification information among a plurality of types of identification information for identifying a customer and at least one of vehicle information for identifying the vehicle for one customer who comes to the store in a vehicle. When,
Refer to the database that recorded the following (A) to (D),
(A) Customer information having a field for recording the plurality of types of identification information (B) Purchasing behavior of a customer associated with at least one of the plurality of types of identification information and specified by the identification information. Purchase history showing history (C) Vehicle information that identifies a vehicle associated with at least one customer included in the customer information (D) For a vehicle that is associated with the vehicle information and is specified by the vehicle information. Maintenance history indicating maintenance history An acquisition means for acquiring the identification information input via the input means, the purchase history associated with at least one of the vehicle information, and information according to the maintenance history.
A customer service support system having an output means for outputting information acquired by the acquisition means to a clerk at the store. The customer information includes identification information of the first customer and the second customer.
The vehicle information includes vehicle information of the first vehicle associated with the first customer and the second customer.
When the input means receives the input of the identification information of the first customer, the output means outputs the purchase history and maintenance history of the first customer and the information corresponding to the purchase history and maintenance history of the second customer. The customer service support system according to claim 1, which is output. The customer information includes a first type of identification information, which is a first type of identification information, and a second type of identification information, which is a second type of identification information different from the first type.
The vehicle information includes vehicle information of the first vehicle associated with both the first identification information and the second identification information.
When the input means receives the input of the first type of identification information, the output means receives the first identification information in addition to the vehicle information of the first vehicle associated with the first type of identification information. The customer service support system according to claim 1, which outputs information according to the purchase history and maintenance history associated with the second identification information and the purchase history and maintenance history associated with the second identification information. The customer information includes the identification information of the first customer,
The vehicle information includes vehicle information of the first vehicle and vehicle information of the second vehicle associated with the first customer.
When the input means receives the input of the identification information of the first customer, the output means has a purchase history and maintenance history associated with the first vehicle and a purchase history associated with the second vehicle. The customer service support system according to claim 1, which outputs information according to the maintenance history. The output means outputs service information regarding a service recommended to the one customer, and outputs the service information.
The input means accepts input of feedback information indicating whether or not the service has already been recommended to the one customer.
The customer service support system according to any one of claims 1 to 4, wherein the output means outputs the feedback information for the service. The feedback information is associated with the purchase history and is linked to the purchase history.
The customer service support system according to claim 5, wherein the acquisition means refers to the feedback information and acquires information according to the purchase history and the maintenance history. The customer service support system according to claim 5 or 6, wherein the output means outputs the service information to a wearable terminal owned by the clerk, which displays the service information in a manner visible to the clerk. A receiving means for receiving at least one of a plurality of types of identification information for identifying a customer and at least one of the vehicle information for identifying the vehicle for one customer who comes to the store in a vehicle. ,
Refer to the database that recorded the following (A) to (D),
(A) Customer information having a field for recording the plurality of types of identification information (B) Purchasing behavior of a customer associated with at least one of the plurality of types of identification information and specified by the identification information. Purchasing history showing history (C) Vehicle information that identifies a vehicle associated with at least one customer included in the customer information (D) For a vehicle that is associated with the vehicle information and is specified by the vehicle information. Maintenance history indicating maintenance history An acquisition means for acquiring information according to the purchase history and maintenance history associated with at least one of the received identification information and the vehicle information.
A customer service support server having a transmission means for transmitting information acquired by the acquisition means to a device that outputs information to a clerk at the store. A step of accepting input of at least one type of identification information among a plurality of types of identification information for identifying a customer and at least one of vehicle information for identifying the vehicle for one customer who comes to the store in a vehicle. ,
Steps to refer to the database that recorded the following (A) to (D), and
(A) Customer information having a field for recording the plurality of types of identification information (B) Purchasing behavior of a customer associated with at least one of the plurality of types of identification information and specified by the identification information. Purchasing history showing history (C) Vehicle information that identifies a vehicle associated with at least one customer included in the customer information (D) For a vehicle that is associated with the vehicle information and is specified by the vehicle information. Maintenance history showing maintenance history A step of acquiring information according to the purchase history and maintenance history associated with at least one of the input identification information and the vehicle information, and
A customer service support method having a step of outputting the acquired information to a clerk at the store.

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