KR20030011121A - Customer management system using rfid skill and method therof - Google Patents

Abstract

PURPOSE: A system and a method for managing a customer using a RFID(Radio Frequency IDentification) recognition technology are provided to offer a distinct service fit to a customer by automatically detecting the visit of the customer through the ID recognition of a tag and by informing a manager of the information of the customer. CONSTITUTION: A tag activator(11) operates the RFID tag(12) by continuously generating a frequency signal. The RFID tag(12) generates the ID information as a specific frequency by being automatically operated by the frequency signal of the RFID activator(11). A reader(13) detects the frequency signal generated from the RFID tag(12) and transmits the total information integrating the ID information and the position information of the reader(13). A server(14) inquiries and processes the customer information by receiving the ID information and the position information from the reader(13) and informs the manager of the processed customer information and the customer analysis data information. A database server(15) stores various kinds of information such as the data relating to the customer and the installation place of the reader(13) and the tag driver(11).

Description

CUSTOMER MANAGEMENT SYSTEM USING RFID SKILL AND METHOD THEROF}

The present invention relates to a customer management system using radio frequency identification (hereinafter referred to as 'RFID') technology and a method thereof, and particularly includes a unique number (ID information) that cannot be duplicated using RFID technology. Differentiated for each customer by implementing a specific media, that is, a tag, to be portable to the customer, and automatically detecting the visit of the customer through the ID recognition of the tag and notifying the administrator of the customer's information. The present invention relates to a customer management system and method using RFID technology that provides a high level of service, thereby improving a company's customer management level and improving a customer's service satisfaction.

Conventional customer service is artificially performed by the manager's recognition of the branch or branch office, or by a procedure of confirming specific information presented by the customer.

However, such a conventional customer service can be recognized as a main customer only by the face of the manager in the case of the customer mainly using the branch, and even though the customer himself is a VIP (Very Important Person) customer, Visiting other branches had the inconvenience of receiving the same service as a regular customer, or having VIP customers inform the manager about themselves.

In addition, since it is a customer management process that is not automated, it is impossible to utilize various information such as customer analysis linked to customer information, and only the basic information of the manager knows the customer. In addition to the high level of management in customer management, the company was not only costly and costly, but was not enough for the customer to satisfy his level of service.

On the other hand, RFID technology uses radio frequencies to identify objects, people's access, and classification by location and type, and is a device that can process readers, tags, computers, or data. It is a method that receives specific data (ID, etc.) sent by TAG from a reader, converts it into a digital signal, verifies it, and then sends normal data to a computer or another controller through a link. .

The advantage of this method is that there is no need for direct manipulation such as a process of making direct contact or connecting a connection line for direct operation in order to recognize the data of the tag.

In addition, since all materials that are not metallic can transmit radio waves, the tag TAG can be accurately read through the reader even if the tag is hidden in or between objects.

SUMMARY OF THE INVENTION The present invention has been made to solve the above problems, and an object thereof is to allow a customer to carry a specific medium, that is, a tag (TAG) in which a unique number (ID information) is embedded, which cannot be reproduced using RFID technology. It realizes the shape and size of, and detects the visit of the customer automatically through ID recognition of this tag and notifies the information of the customer to the administrator to provide differentiated level of service for each customer. It is to provide a customer management system and method using RFID technology that can improve the customer management level of the enterprise and improve the customer satisfaction level.

The object of the present invention is to find out which customer is the customer only through direct recognition by the employee, and the customer's dissatisfaction due to the inconvenience of the conventional customer management method and the lack of service level due to the VIP customer recognition. It solves the problems and computerizes a series of customer management services to integrate and utilize various information such as usage level, trend of use, etc. for each customer and ultimately improve the overall service level. It is to provide a customer management system and method using RFID technology that can contribute to securing competitiveness and increasing profits by increasing and providing differentiated services according to customers to prevent increase and departure of customers.

An object of the present invention is to recognize the identity through the customer's ID automatically by the reader located at the door without going through a separate personal recognition process when the customer arrives at the door using a specific medium, that is, a tag (TAG) paid to the customer The RFID technology that utilizes the wireless recognition function makes it possible to automatically detect and identify the customer's identity through the reader, regardless of where the person carries a certain type of tag. And to provide a customer management system and method using RFID technology to provide a differentiated level of service for customers.

1 is a block diagram of a customer management system using an RFID technology according to the present invention;

2 is an operation flowchart showing a customer management method using the RFID technology according to the present invention.

<Explanation of symbols for the main parts of the drawings>

11: tag driver 12: RFID tag

13: reader 14: management server

15: DB Server

The customer management system using the RFID technology of the present invention for achieving the above object is a tag driver for operating a RFID tag by continuously generating a specific frequency signal while being installed in a specific place to recognize the customer, The RFID tag, which is automatically operated by a specific frequency signal generated by the tag driver and generates its own ID information as a specific frequency signal, and is located in the same area of the place where the tag driver is installed, A reader that detects a specific frequency signal generated from the receiver and transmits comprehensive information integrating ID information and its own location information, and receives and processes ID information and location information transmitted from the reader to inquire and process customer information of the corresponding customer. And the processed customer information and customer analysis data information to the manager or a specific person. And a DB server that stores various information such as the ID of the customer, matters to be used as various information of the customer, customer analysis data, and general information about the installation place of the tag driver and reader. It features.

In addition, the customer management method using the RFID technology of the present invention comprises a first step of generating a specific frequency signal within a valid range of the tag driver installed in a specific place to recognize the customer, and the tag driver of the first step A second step in which the RFID tag possessed by the customer proceeds to an operating state according to a specific frequency signal of the tag driver and transmits unique ID information when the RFID tag enters within the frequency valid range; and the RFID transmitted in the second step A third step of receiving the unique ID information of the tag, generating integrated information together with the reader's own location information, and transmitting the integrated information to the management server; and the management server's unique ID information of the RFID tag and the location of the reader transmitted in the third step. A fourth step of determining whether the corresponding ID exists in the DB server by receiving and analyzing the information; and as a result of the determination of the fourth step, the corresponding ID is the DB When the server exists in the server, the management server inquires the customer information including the personal information of the customer corresponding to the ID from the DB server, and stores various information to be used as the customer analysis data including the customer visit information in the DB server. And a sixth step in which the management server automatically notifies the administrator of the customer information inquired and processed in the fifth step.

Hereinafter, a customer management system using RFID technology and a method thereof will be described in detail with reference to the accompanying drawings.

1 is a block diagram of a customer management system using an RFID technology according to the present invention, a tag activator (operator) for operating an RFID tag located at a specific place such as a door, an information desk of a branch, a branch, a store, a branch, etc. ( 11), an RFID tag 12 which automatically starts its operation by the frequency signal generated by the tag driver 11 and continuously generates its own ID as a signal of a specific frequency, and the RFID tag 12 A reader 13 which detects a signal of a specific frequency band generated from the device and transmits ID information and location information, and receives ID information and location information transmitted from the reader 13 and inquires customer information of the corresponding customer. And the management server 14 which notifies the manager or a specific person of the processed customer information and the customer analysis data information, and the information to be used as various information of the customer, including the ID of the customer ( Personal information, customer ratings, other information, etc.), customer analysis data, and the like, and a DB server 15 that stores various information such as general information on the installation place of the tag driver 11 and the reader 13.

Here, the tag driver 11 and the RFID tag 12, the RFID tag 12 and the reader 13 are connected to each other through a wireless communication network, the reader 13, the management server 14 and the DB server ( 15 are connected to each other via a wired network.

More specifically, the tag driver 11 is a device for driving the RFID tag 12 and is located at a place where a customer's information is to be checked, and a specific radio wave is continuously formed around the device.

In the case of the RFID tag 12 is normally maintained in a dormant state when the radio wave of the tag driver 11 is detected to start the operation. Therefore, the tag driver 11 has a function of driving the RFID tag 12.

In addition, the RFID tag 12 is a device having a unique and non-replicable ID, each of which identifies the customer. If the customer only possesses the tag 12, a series of recognition processes are performed through the radio, which is a means for informing the customer without any special operation.

In particular, the RFID tag 12 may have a variety of shapes and sizes, including the most common card-shaped tag, key ring, key holder, pen, cell phone strap, other accessories that can be carried by the individual It can be manufactured in the form and can be directly attached to a specific object. For example, it can be attached directly to the body of the mobile phone to be detected through the mobile phone.

The reader 13 detects a signal of a specific frequency transmitted by the RFID tag 12 and integrates the ID of the reader and the ID of the tag to continuously generate comprehensive information, and includes an antenna. The range of tag recognition can be controlled by adjusting the performance of the antenna and reader itself.

The management server 14 determines which customer visited which place through the ID of the customer transmitted by the reader 13 and the location information of the reader, and provides a series of customer information of the customer to the corresponding manager. Run the management program.

Next, the customer management method using the RFID technology according to the present invention will be described with reference to FIG.

On the other hand, in the customer management system and method using the RFID technology according to the present invention, first, the customer is carried on the premise that the customer always carry his own tag through the screening process for the customer and the production and payment process of the tag to pay to the customer If the customer does not carry the tag, they will not be able to apply the system as if they did not have an ID card. In addition, in the case of the tag driver 11 and the reader 13, all the information (additional information such as installation location and installation information according to each ID) of the installation place should be already stored in the DB server 15 by information. . In addition, the information to be used as general information of each customer (personal information, customer ratings, other information, etc.) should also be stored in the DB server 15 so that a base environment that can be processed in connection with a tag ID that is separately paid should be established.

First, in step S1, the tag driver 11 installed in a specific place (such as a door or an information desk) such as a point is always operated to generate a specific signal within an effective range.

When the RFID tag 12 enters the effective range of the frequency thus formed and maintained, the tag driver 11 serves to guide the operation of the RFID tag 12.

Therefore, the RFID tag 12 does not operate at all at different frequencies or locations where the tag driver 11 is not installed, thereby ultimately preventing an error due to a malfunction. Will increase the lifespan.

Subsequently, in step S2, when the RFID tag 12 enters the range of influence of the frequency formed by the tag driver 11 in the driving step of the RFID tag 12, that is, the customer having the RFID tag 12. When passing through this installation point, the RFID tag 12 in the idle state is transferred to the operating state, whereby the RFID tag 12 transmits ID information.

In other words, the RFID tag 12, which has received an operation command from the tag driver 11, starts to perform its own task of transmitting its own ID.

At this time, the customer possessing the RFID tag 12 does not need any action such as operating the tag or recognizing the specific device, but only by doing so, that is, a series of processes are automatically performed through wireless communication. By doing so, inconvenience in use is eliminated.

Next, in step S3, an operation step of the reader 13 located in the same zone, and serves to receive according to the frequency transmitted by the RFID tag 12, that is, the ID information transmitted by the RFID tag 12 The reader 13 generates information integrated with its own ID information. This information can be transferred to the management server 14 via an interface with a computer or via a network, and can also be transmitted wirelessly.

The operating principle of the reader 13 serves as a receiver including an antenna capable of detecting a radio signal, and receives signal information of a specific frequency occurring within an effective range.

After this hardware detection process, the management direction of various models linked with customer information can be established, and the processing process as one business process will be described as follows.

Subsequently, in step S4, the ID and position information of the RFID tag 12 collected and collected by the reader 13 in the management server 14 (where the position information ultimately becomes the position information of the reader 13). In the process of associating with the customer information based on the reference, the ID and location information of the RFID tag 12 transmitted by the reader 13 is automatically detected through a specific application, and the presence or absence of the customer information for the corresponding ID is inquired. do.

That is, when data of a specific format in which the ID of the received RFID tag 12 and the ID of the reader 13 are transmitted to the management server 14, the application operating on the management server 14 receives the data. Analyze by

At this time, the ID portion of the RFID tag 12 is separately extracted from the received data to determine whether the corresponding ID exists in the customer database, that is, the DB server 15.

If the ID exists, the process proceeds to the next processing step. If the ID does not exist, the data is ignored and the processing ends. That is, the process itself is terminated without notifying the administrator or processing data, and if the ID exists in the DB server 15, the process proceeds to the next processing step based on the ID.

In step S5, the management server 14 processes the customer information according to the ID of the RFID tag 12 detected by the reader 13, so that the previously stored customer information database, that is, the DB server 15, is stored. Inquiry is made, and information such as visit time is added and stored in the DB server 15 as necessary.

In this case, the data handled include not only basic personal information such as customer name, date of birth, personal information, etc., but also additional data for customer analysis such as customer management grade, recent visit time, transaction history, and usage trend, depending on the management purpose. Can be processed.

That is, in processing the customer information according to the ID of the RFID tag 12 detected by the reader 13, it is utilized in connection with the existing customer information database, that is, the DB server 15, and visits the customer. Information can also be stored and utilized in the DB server 15, and administrators can add or delete items of customer information to be utilized.

Finally, in step S6, the process of delivering the customer information processed by the management server 14 to the manager, which varies depending on the management purpose, but in terms of the most basic customer management, the administrator's PC or a specific device (PDA or mobile phone, etc.) At the same time, the user's visits are notified, and basic personal information such as the customer's photo and the customer analysis data such as the most recent visit and customer management level are notified.

In addition, even if the customer moves to a place or visits another branch or business office or branch office, the reader 13 detects the location information of the RFID tag 12 carried by the customer and transmits the location information to the management server 14. (14) to automatically notify the administrator of the customer's location information.

Accordingly, the manager can proactively provide differentiated services for each customer, and the customer's point of view is that he / she is a VIP customer in advance, and the customer receives a service that handles it without any special process, thereby increasing customer satisfaction. .

In particular, if a company including a plurality of branches has such a customer management system, the customer may receive the same VIP service at any branch / branch as well as the main branch or branch of the VIP customer.

Through the above series of customer management processes, the identification of what services to provide to each customer is made at the same time as the customer's visit, and according to the application method, the movement of the visited customer, location information tracking, and action radius are identified. By identifying additional information such as this, the efficiency of customer management can be maximized.

As described above, in the present invention, the reader is installed at a specific place in order to utilize RFID technology at each branch or branch office or at a main office, and the RFID tag is provided to the customers in various forms, and the customer possessing it can visit. In this case, even if the customer does not perform a series of actions to recognize themselves, the customer automatically recognizes the tag ID information of the RFID carried by the customer and classifies the customer, and retrieves the customer information of the customer and automatically processes the processed information to the manager. It is a system that allows the administrator to automatically recognize the information about the customer and provide active service to the customer.

As described above, according to the present invention, all the management and control functions are automatically applied from the opening and closing of the door, as long as the person possesses the medium (tag) using RFID technology, unlike the existing ID card system. It is possible to solve the inconvenience because a series of processes are performed through the automatic detection without the holder to recognize the media, enter the password, read the card, and the like. In addition, it is possible to implement a complete customer management system incorporating various customer management items using this application.

This allows companies to reduce overall costs, maintain an improved level of customer care, greatly improve convenience for customers, and recognize themselves at the level of service that is right for them. It can be provided even without a separate process to improve the satisfaction of the service, and by being given a unique number that can not be duplicated, it is possible to utilize a variety of information linked to the basic information of the individual required by the administrator ultimately This provides tremendous benefits for the company's productivity.

In other words, a company may first be aware of a visit by a particular customer, and may receive various information about the customer before encountering the customer. In other words, since the company can understand all the information that can be used by the customer in advance and service the customer, it is possible to greet the customer in a prepared situation after completing a complete analysis of what the customer wants and what the propensity is. will be.

In addition, by automating this series of processes and accumulating and analyzing information in the database, it can be used perfectly as an analytical tool, such as analyzing customer trends, which ultimately helps to increase profits.

In addition, from the customer's point of view, any visit to the point other than the main trading point as the possession of the tag, without first going through a separate process, will be provided with the service by recognizing that the customer is a VIP customer first, thereby obtaining satisfaction with the service level.

Not only is this surface area effective, but all the data that occurs through the automated and processed process is stored in the database so that it can be used later as excellent information.

As described above, the present invention provides the RFID tag embedded with a unique number that cannot be duplicated to the customer in various forms, and automatically checks it when the customer visits, thereby providing an active service for the customer. It is possible to guarantee the effects of specific cost savings such as savings and management costs, and from the customer's point of view, satisfactory services such as eliminating inconvenience and improving service quality can be provided.

Claims (6)

A tag driver installed at a specific place to recognize a customer and continuously generating a specific frequency signal to operate an RFID tag, An RFID tag which is held by a customer and is automatically operated by a specific frequency signal generated by the tag driver to generate its own ID information as a specific frequency signal; A reader which is located in the same area of the place where the tag driver is installed, detects a specific frequency signal generated from the RFID tag and transmits comprehensive information integrating ID information and its own location information; A management server that receives ID information and location information transmitted from the reader, inquires and processes customer information of the corresponding customer, and informs the manager or a specific person of the processed customer information and customer analysis data information; Radio frequency recognition technology comprising a DB server that stores various information such as customer ID, matters to be used as information of the customer and customer analysis data, and general information about the installation place of the tag driver and reader Customer management system. The method of claim 1, Customer management system using radio frequency recognition technology, characterized in that the RFID tag is implemented in a variety of shapes and sizes that can be carried by an individual. The method of claim 1, Customer management system using radio frequency recognition technology, characterized in that the RFID tag is implemented so that it can be attached directly to an object that can be carried by an individual. A first step in which a tag driver installed at a specific place where a customer is to be recognized generates a specific frequency signal within an effective range; When the RFID tag enters within the frequency valid range of the tag driver generated in the first step, a second step in which the RFID tag carried by the customer proceeds to an operating state according to a specific frequency signal of the tag driver and transmits unique ID information. Wow, A third step of receiving the unique ID information of the RFID tag transmitted in the second step, generating integrated information together with the reader's own location information, and transmitting it to the management server; A fourth step of the management server receiving and analyzing the unique ID information of the RFID tag and the location information of the reader transmitted in the third step to determine whether the corresponding ID exists in the DB server; As a result of the determination in the fourth step, if the corresponding ID exists in the DB server, the management server inquires the customer information including the personal information of the customer corresponding to the ID from the DB server, and includes the customer visit information and the customer analysis data. A fifth step of storing various information to be used in a DB server; And a sixth step in which the management server automatically notifies the manager of the customer information processed in the fifth step. The method of claim 4, wherein When a customer moves to a place or visits another branch, a sales office or a branch, the management server automatically manages the customer's location information as the reader detects the location information of the RFID tag possessed by the customer and transmits it to the management server. Customer management method using radio frequency identification technology, characterized in that the notification to the. The method of claim 4, wherein And the customer information of the management server is transmitted to the administrator's computer terminal device or a portable device in the sixth step.