KR20040043691A - Customer relationship management solution using the bar code system and application based on peer to peer - Google Patents

Abstract

PURPOSE: A CRM(Customer Relationship Management) method is provided to obtain customer data by using a bar code system, installed at a branch store, and a P2P(Peer To Peer) based application, and to offer a customized service to a customer. CONSTITUTION: The method comprises several steps. A bar code scanner, installed at a counter of a branch store, reads a bar code of a commodity purchased by a customer, and a bar code of an application CD, freely given to the purchaser(S101-S103). The read bar codes are assembled and transmitted to a server of a center of a company(S104). The purchaser executes a P2P based application program stored at the application CD, and inputs the bar code of the application CD for accessing the server of the company. The application program accesses the server of the company and searches for the assembled bar code in a database(S107). The purchaser subscribes for the company as a member for using various functions offered by the application program(S108). The server of the company obtains various information via a member subscription process, and stores the obtained information at a database(S109).

Description

Customer relationship management solution using the bar code system and application based on peer to peer}

The present invention relates to a method of customer relationship management, and more specifically, by using a bar code system of a dealership and a P2P based application on the Internet, a customer can obtain customer information and provide a customized service to a customer. It's about how you can do CRM without the cost.

With the development of the industry, the customer's position has become very high, and companies have been unable to survive unless they have customized services. Therefore, it is necessary to establish a relationship that can obtain more customer information from each company, classify customers based on the information obtained, plan and implement marketing strategies and services for each customer, and make general customers value-added. It is important. So-called CRM (Customer Relationship Management) is an important issue for all companies.

In general, a sales company that has a distributor, branch office or chain store (hereafter referred to as a distributor) among various industries has a majority of customer contact points as distributors so that they can obtain systematic, reliable and useful customer information at the headquarters level. This was limited and therefore difficult to manage.

Therefore, it is difficult for a sales company with a customer point of contact to build a CRM system, and even if it is implemented, it requires a costly investment because it requires expensive new systems, a large number of research and operation personnel.

In addition, even if the CRM system has been deployed at a high cost and time, the dealers still have to bear the burden of having to use the system, to be trained, and to spend a lot of time dealing with customers.

Conventional methods for solving such a lack of customer information include membership cards, membership in company homepages, and participation in events such as giveaways.

However, in the case of issuing a membership card, the customer often does not have enough time to conduct a sufficient review at the dealership, and even if the card is issued, there is a limit in obtaining continuous relationship or information. In addition, the dealer should receive an application form to issue a card and consult with the customer, and send the received data to the head office or send the application directly through computer work, thus investing in labor and time, In addition, the sales company still has to bear the burden of computing the membership application, issuing the card and delivering it to the courier, and having a system for issuing the card.

In addition, when a member registers on the homepage, he or she voluntarily voluntarily takes away the manpower and time of the dealership, but it is still burdened by the company to issue a card for the member and send it by courier. Not only is it difficult to obtain differentiated information about people, but the means of maintaining relationships with customers is only to send advertisements, so there is a limit to managing them continuously.

In addition, events such as sweepstakes are held for the purpose of simply bringing many customers to the dealership in the short term, which can be effective in gaining new customers in the short term through public relations. There is a limit.

In addition, a conventional dealership has a bar code system, and when a customer buys a product, a bar code system is read at the checkout counter and pointed out through a POS system (Point Of Sale System). It is sent to the sales company's server through a modem connected to the network or to an Internet network for use in production and inventory management.

Currently, the bar codes used in almost all sales products are applied to international standards, or they generate and use the necessary barcodes according to the company's situation. Therefore, a sales company with multiple dealers can identify the sales situation occurring at each dealership with a barcode system. It is useful for reducing errors in calculations and for saving time.

However, since the information obtained by the bar code system is only information about logistics or inventory management production plan, it cannot give information about the consumer who bought the product, and therefore, there were many restrictions on the use of CRM.

Therefore, the present invention is to solve such a problem, the object of the present invention is to use customer information and products using the bar code system and Internet P2P-based application used in the product calculation in the existing distributor without additional system construction It is a way to connect customer information and to manage customer relations that enable continuous advertisement and service.

1 is a configuration diagram of a customer relationship management system applied to the present invention,

Figure 2 is a block diagram showing that the service provider on behalf of the sales company the main service of the present invention,

Figure 3 is a detailed block diagram of the sales company server shown in Figure 1,

4 is an operation flowchart showing a process of collecting information generated by a consumer purchasing a product and using an application according to the present invention.

5 is an operation flowchart of executing a P2P based application which is a component of the present invention.

6 is an operation flowchart showing a customer confirmation process when a consumer repurchases a product according to the present invention.

<Description of the code | symbol about the principal part of drawing>

100: sales company server 101: memory

102: central processing unit 110: customer interface unit

111: manager interface unit 112: agency interface unit

113: Application Register 114: Member Register

115: member information inquiry unit 116: application communication unit

117: Application sending unit 118: Event unit

119: point portion 120: push advertising unit

121: mobile bar code generation unit 122: bar code search unit

123: agency management unit 124: data classification unit

125: additional function support unit 130: member customer DB

131: combination bar code DB 132: mobile bar code DB

133: Product DB 134: Application Barcode DB

135: point DB 136: advertising DB

137: Dealer DB 200: Dealer

300: Consumer 400: Network Operator

500: Internet network 600: Service provider server

The characteristics of the present invention for achieving the above object, the server of the sales company, each of the distributors and the customer of the customer is connected to the Internet network, and the customer receives the purchase information from the Internet to buy the product, the consumer himself to obtain the information A method for providing a customer information to a sales company by inputting: When a consumer first purchases a product at a dealership, the cashier reads a barcode of the product and a barcode of a CD, which is a promotional item, by a barcode scanner, which is a POS system; The barcodes thus read are combined and sent to the sales company's server; When a consumer runs a P2P-based application program on a CD received as a promotional material on his PC and directly inserts a barcode of the same CD scanned by a dealer, he accesses the Internet network; Application connects to the sales company's server and searches the pre-assembled bar code sent from the distributor to link with the DB; Consumers sign up to get Points on condition of using various additional functions of Application, using service provided by server of sales company, event for receiving prizes, or inputting information or filling out surveys; The sales company's server gets the information that is useful to the company and stores it in each database.

Here, if the sales company has difficulty in server construction or management, or if the system specification is difficult, the service provider server communicates with the application and obtains the information and sends the information obtained to the sales company server as shown in FIG. For example, it is preferable to obtain product information and bar code information from the sales company server and service the customer and the sales company server.

In addition, the promotions provided by the dealership can be cards, key chains, various souvenirs, etc. according to the promotion cost or the characteristics of the company, as well as CDs with applications, and CDs can contain programs that can be used together with network games. Promotional items other than CD have a barcode, so it is desirable to download and install the application by accessing the sales company's homepage.

In addition, when a person who registers and registers an application and purchases a product at a dealership, the barcode of the purchased product can be scanned while receiving a barcode of the purchased product, a new CD can be scanned, or a member ID can be entered directly. If you want to sign up, you can be given a mobile barcode with your cell phone or PDA. In this case, it is desirable to install a scanner that recognizes the mobile barcode at each dealership.

In addition, the barcode of the application CD allocates a code that distinguishes each dealership and stores it in the App.Barcode DB of the sales company's server in advance, and consumers can receive benefits such as points and discounts only at the dealership where they bought the goods. If you have purchased a product or want to move it unavoidably, it is a good idea to ask the sales company, transfer it to the desired agency after confirming the membership and checking the facts.

In addition, Application is a Peer to Peer type program that has a sales company server as Super Peer, and it can use note, chat, and sharing functions among users, and it is attached to other functions such as network game for user convenience. It is desirable to be able to reach users in real time and make advertisements and events.

Hereinafter, exemplary embodiments of the present invention will be described in detail with reference to the accompanying drawings. First, in adding reference numerals to the elements of each drawing, the same elements are denoted by the same reference numerals as much as possible even if they are shown on different drawings. In addition, in the following description, specific details are shown, such as the configuration of a sales company server, which is provided to help a more general understanding of the present invention, and the present invention may be practiced without these specific details. It will be self-evident to those of ordinary knowledge. In addition, in the following description of the present invention, if it is determined that detailed descriptions of related known functions or configurations may obscure the gist of the present invention, the detailed description thereof will be omitted.

1 is a configuration diagram of a customer relationship management system to which the present invention is applied, and FIG. 2 illustrates a case in which a sales company illustrated in FIG. 1 has difficulty in server construction or management, or in a system specification. FIG. 3 is a detailed block diagram illustrating a specific configuration of a sales company server of FIG. 1, and FIG. 4 is a process of purchasing a product by a consumer according to the present invention. And Application (hereinafter, referred to as App.) Is an operation flow diagram illustrating a process of collecting information generated in the process of using, and FIG. 5 is a process of executing a P2P-based App. And an operation flow diagram illustrating a process of using an additional function, and FIG. 6 is a view illustrating a case in which a consumer who has already received an App. According to the present invention repurchases a product. An operational flow diagram showing a customer check.

The configuration of the present invention will be described with reference to FIGS. 1 and 3.

First, as shown in Figure 1, the sales company server 100 is connected to the dealership 200 and the network to exchange data, the sales company server 100 and the consumer 300, and the carrier 400 The is connected to enable mutual communication via the Internet network (500).

The consumer 300 accesses the sales company server 100 by executing the App. Received and purchased the product from the agency 200, performs activities such as membership registration and event participation, and then registers the sales company server 100. Generate and request a mobile bar code, the sales company server 100 sends the generated mobile bar code to the communication provider 400 to the mobile phone or PDA of the consumer 300, the consumer 200 in the agency 200 When the product is bought, the barcode and the App. Barcode are read and the combined barcode data is transmitted to the sales company server 100.

Meanwhile, the configuration of the sales company server 100 will be described in detail with reference to FIG. 3.

The memory 101 stores a program to be operated by the central processing unit 102 and temporarily stores data generated during the execution of the program by the central processing unit 102.

The central processing unit 102 serves to control the overall operation of the sales company server 100, App. Registration, member registration and inquiry, App. Function control, event program control, point calculation, push advertising control, mobile Barcode generation and registration control It controls various data classification and additional functions.

The customer interface unit 110 interfaces the consumer 300 to be connected through the Internet network 500, and the manager interface 111 allows the sales company server administrator to remotely sell the sales company server 100 through the Internet network 500. ) Interface to be managed by accessing, and the agency interface 112 is to interface to the sales company server 100 from the agency 200.

The App. Register 113 executes the App. Received from the agency 200 by the consumer 200 on his PC, accesses the sales company server 100 through the Internet network 500, and checks the barcode of the barcode on the App.CD. If you input the information of the Interpretation line (upper or lower part of the bar code with human identifiable information), it checks whether it matches the information already stored in the combination bar code DB 131, registers it, and stores it in the App bar code DB 134 do. At this time, the authentication may use a method of calling and asking information in the product DB 133, such as a question about the purchased goods.

The member registration unit 114 inputs and registers member information in order for a user of the registered App. To receive additional functions or services, and the input member information is stored in the member customer DB 130.

The member information inquiry unit 115 serves to inquire information about registered members according to an access level previously assigned.

The App communication unit 116 provides a communication environment for P2P communication with other App users.

App. Sender 117 serves to allow P2P communication by sending App. To another person who does not have App. In this case, only the member can send and the recipient is restricted from the member's App. You will receive features and services.

The event unit 118 counts and manages a time related to an event for the purpose of promoting sales, such as a quiz or a sweepstakes by a sales company.

The point unit 119 calculates points given according to the purchase or activity information of the member, and stores the calculated points in the point DB 135.

The push advertisement unit 120 pushes the App. At regular intervals every time the App. Connects to the Internet network 500. The advertisement received in advance from the advertiser is stored in the advertisement DB 136.

Mobile barcode generation unit 132, if the member wants to receive the App. Barcode through his mobile, generates the same mobile barcode as App. Barcode and stores in the Mobile Barcode DB (132) that is contracted with the sales company in advance The mobile barcode can be received through the communication service provider 400, and the consumer 300 requests the communication service provider 400 through the mobile service and the mobile service provider accesses the sales company server 100 through the internet network 500. There is a manual to request a barcode and send it to the consumer 200.

The barcode search unit 122 serves to search and confirm various barcodes in the DB.

The agency management unit 123 performs data mining on the bar code and App. User data that is read for processing useful information such as sales, number of users, member information, etc. for each agency, and the processed information is stored in the agency DB 137. Stored.

The data classification unit 124 serves to classify the data generated by each component of the sales company server 100 into databases 130 to 137 corresponding to the data.

The additional function support unit 125 serves to perform various functions and services performed in addition to the above-mentioned functions.

The product DB 133 is used to store information about products sold at the dealership and is used for App. Registration or member authentication, and is used to show information requested by a member.

Next, an operation of the present invention having such a configuration will be described with reference to FIGS. 4, 5, and 6.

First, with reference to Figure 4 will be described the process of collecting information generated in the process of purchasing the product and the App. Using the consumer according to the present invention.

Seller is a P2P based App. When the CD containing the program is distributed by printing a bar code assigned to each of the dealerships 200 and selling the product, it is distributed to the consumer 300 as a promotional material (S101).

When the consumer 300 purchases and calculates a product in the agency 200, the customer 300 calculates the product through a POS system, and reads the barcode in the product through a barcode reader (S102). Read the barcode together (S103).

Commodity bar code and App. Bar code read from each terminal of the dealer is transmitted to the sales company server 100 through the Internet network 500 or other network (S104), the combination bar code transmitted to the sales company server 100 is a combination The barcode DB 131 is stored (S105).

After that, the consumer 300 executes the program of App.CD received from his PC terminal and accesses the sales company server 100 through the Internet network 500 (S106).

When App. Is connected to the sales company server 100, a window requesting to insert a bar code appears, and when the consumer 300 inputs a visually identifiable code value in the Interpretation line of the bar code of the App.CD, the barcode search unit 122 ) Scans the barcodes in the combination bar code DB 131, and the App. Registration unit 113 checks the matching barcodes and registers them through an authentication procedure (S107).

When the App. Is registered, the consumer 300 enters member information in the member registration unit 114 to receive additional functions and services, and also participates in an event, a questionnaire response, a voting, etc. in order to receive prizes or points. The consumer 300 provides information important to the marketing strategy of the sales company (S108).

Information obtained in the process (S108) is classified according to the data characteristics in the data classification unit 124 and stored in each database (S109)

Next, a process of executing a P2P based App. Which is a component of the present invention, inputting member information, and using an additional function will be described in detail with reference to FIG. 5.

The consumer 300 executes the App. Received from the dealership on his PC (S201), directly inputs the barcode on the App.CD (S202), and accesses the sales company server 100 through the Internet network 500. (S203).

By searching the combination bar code sent from the agency 200 (S204), and registers the App. In the App. Register 114, the count for the goods purchased through the App. In operation S205, the push advertisement unit 120 automatically selects an advertisement suitable for each user from the advertisement DB 136 by referring to the information in the member customer DB 130 and pushes the user's App. ).

After the App. Accesses the Internet, a window for requesting member authentication appears (S207), and if the user is an existing member among the results of the above process (S207), the user logs in with the ID and PW (S208), and the additional function of App. If there is a process (S210 ~ S217), and if you are not a member of the answers of the above process (S207) if you want to register a member of the process (S218) and the answer of the above process (S218) The member registration unit 114 has a process of inputting member information (S219) and a user desired ID from the customer DB 130 to search for a member ID if not the same ID and PW process (S220), and If you do not want to register among the answers of the process (S218) has a process (S221) that can view only the information of their App. And limited information provided to all users in the sales company server 100, the user It has a logout process (S222) used to turn off.

Next, with reference to Figure 6 will be described in detail the customer confirmation process when the consumer who has already received the App.

When the consumer 300 repurchases another product at the dealership 200 (S301), scans the goods through a barcode scanner of the dealership (S302) and selects a method of identifying a customer (S303) in each case. Select to fit (S304 ~ S307).

Scanning with the bar code of the registered App. (S304) in the selection process (S303) is to register the person and the person registered by the consumer 300 to scan the bar code by importing the App.CD received from the agency 200 previously Anyone who is not available can use it.

Scanning with a barcode of a new App. (S305) is when you have received or lost an App.CD that you received previously, or when you receive it as a gift.It is available to both members and non-members. The consumer 300 should do the work of connecting directly.

In the case of scanning with a mobile barcode (S306), the consumer 300, a member, generates his or her App. Barcode in the mobile barcode generation unit 121 and downloads it to his cellphone or PDA through the communication provider 400. Receive and scan App. Barcodes do not have to carry separately. At this time, each dealership should be equipped with a mobile barcode reader.

In the case of inputting the member ID of the App. (S307), the consumer 300 who is a member is a method of presenting the ID given when registering the member at the time of product purchase and directly inputting it to the agency PC.

The consumer selects and uses one of the four selection processes (S304 to S307), and thus the information gathered on the terminal PC of the agency 200 is transmitted to the sales company server (S308), and the transmitted barcode and A process of searching for a member ID in each DB (S309) and storing the searched information in a corresponding DB through the data classification unit 124 (S310).

As described above, the embodiments of the present invention have been described in detail, but various modifications may be made without departing from the scope of the present invention. Therefore, the scope of the present invention should not be limited to the described embodiments, but should be defined not only by the claims described later, but also by those equivalent to the claims.

As a result, according to the customer relationship management method using the bar code system and P2P-based application according to the present invention can obtain the following effects.

First, the sales company can reduce the cost of building a new CRM system by utilizing the bar code system existing in the dealership, and by using the P2P based App. Identify and manage special information through customer information, provide real-time feedback on consumer purchasing patterns and products and company image, enable personalized management for each customer, and provide information about the company and products Through the App. Of customers who have access to the Internet, it is possible to continue to do differentiated marketing for core customers such as Points, price discounts, and prizes, and to secure potential customers by sending and using App. It can be useful for customer relationship management.

In addition, the dealer only reads the App Barcode at the time of product payment, and the customer can directly enter the customer information using the App on the Internet without any application or member information input. In addition, it is possible to manage and to induce customers to each dealership in such a way that event prizes or points can be used at dealerships that received the App.

On the consumer side, you can receive points or discounts as a product purchase, receive prizes through the event, join the event before signing up at stores, or joining the event on the Internet, depending on the result. You can also join the membership to reduce the psychological burden, get community and product information through the App. You can use additional features.

Claims (6)

The server and distributors of the sales company and the consumers connect to the network or the Internet, obtain the purchase information from the Internet through the application that the consumer receives while buying the product, and provide the customer information to the sales company by allowing the consumer to enter the information. In: When the consumer purchases the merchandise from the dealer, the cashier reads the barcode of the merchandise and the barcode of the application CD, which is a promotional item, with a barcode scanner; The read bar codes are combined and transmitted to a server of a sales company; The consumer executes a P2P-based application program in the application CD received as a promotional product on his PC, and directly accesses the Internet network by inserting the barcode of the application as scanned by the agency; Application is connected to the server of the sales company to retrieve the combined bar code sent from the dealer to link with the DB; The consumer registers to use various additional functions of the application; The sales company's server uses the bar code system and P2P application to obtain useful information for the company and store them in each DB. The method of claim 1, If the sales company has difficulty in server construction or management, or if the system specification is difficult, the server of the service provider that provides the application communicates with the application, obtains information, and sends the information obtained to the sales company server. Customer relationship management method using bar code system and P2P application to obtain product information and barcode information from sales company server on behalf of consumer and sales company server. The method of claim 1, Promotional materials provided by the dealership can be cards, key chains, various souvenirs, etc. according to the promotional cost or the characteristics of the company, and other promotional materials other than CDs with barcodes can be accessed on the sales company's homepage. Customer relationship management method using bar code system and P2P application to download and install Application. The method of claim 1, Customer relationship management using bar code system and P2P application that allows the registered person to receive mobile bar code with his mobile phone or PDA if he / she wants to register the product when he / she repurchases the product at the dealership. Way. The method of claim 1, The bar code of the application allocates a code that distinguishes each agency and stores it in the database of the sales company server in advance, and consumers can benefit from points and price discounts only at the dealer where they bought the goods. If the customer wants to move to a sales company, the customer relationship management method using a bar code system and P2P Application further comprising the process of moving to the desired agency through the membership confirmation and fact check. The method of claim 1, The Application is a Peer to Peer type program that has a sales company server as a super peer, and can use notes, chat and sharing functions among users, and attach other functions such as network games to promote convenience and fun for users. Customer relationship management method using bar code system and P2P application that allows companies to access users in real time and make advertisements and events.