KR20060119250A - System and method for managing customer, server for managing customer, recording medium and information storing medium - Google Patents

Abstract

A system and a method for managing customers, and a customer management server, a recording medium, and an information storing medium for the same are provided to inform a charged staff terminal of an information request received from the customer by storing/linking customer information and charged staff information, and reading/using the charged staff information. An information storing part stores the customer information to a storing medium(125) by linking with the charged staff information. A receiver(105) receives the information request from a customer terminal(130). A reader(115) checks the customer information of the customer requesting the information by linking with the storing medium and reads the charged staff information linked with the customer. A transmitter(120) informs the charged staff terminal(135) of the received information request by using the read charged staff information.

Description

 System and Method for Managing Customer, Server for Managing Customer, Recording Medium and Information Storing Medium}

1 is a simplified block diagram of a preferred customer management system according to the present invention.

2 is a simplified block diagram of an information storage medium according to a preferred embodiment of the present invention.

3 is a simplified block diagram of an information data file included in an information storage medium according to a preferred embodiment of the present invention.

4 is a simple flowchart of a customer care process according to a preferred embodiment of the present invention.

<Description of main parts of drawing>

100: customer management server 105: receiving unit

110: confirmation unit 115: reading unit

120: transmission unit 125: storage medium

130: customer terminal 135: employee terminal

According to the present invention, when the customer information and the staff member information of the customer are linked and stored, and when a predetermined information request (or staff connection request) is received from the client side wired / wireless terminal, the customer side wired / wireless terminal and the customer staff A customer management method and system for connecting a communication channel.

Recently, private banking (PB), where banks specially manage assets for loyal customers such as the wealthy, has attracted new attention.

Private banking (PB) is a financial industry that provides comprehensive asset management services, including investment consulting, legal and tax consulting, to wealthy clients who typically have more than $ 1 million (about 1.2 billion won) in financial assets. Services can be provided through private bankers.

However, it was inconvenient for customers to call their private bankers directly for unexpected financial situation or request for information.

Therefore, customers who want to eliminate even the slightest inconvenience are forced to require a more secure communication channel with their private banker (or employee).

An object of the present invention for resolving the above problems is to store a predetermined storage medium by linking the predetermined customer information and the customer representative staff information, and to request the predetermined information through a wired or wireless communication network from the customer terminal (Or an employee connection request), receiving it, checking the customer information of the information request (or employee connection request) customer in connection with the storage medium, reading the customer representative information corresponding to the customer information, and reading Provides a customer management system and a customer management method using the same, by using the customer information staff in charge of the customer, by notifying the customer information request (or staff connection request) to the wired or wireless communication means of the customer staff side. Is in.

In addition, another object of the present invention, by receiving a predetermined information request (or staff connection request) via a wired or wireless communication network in the customer terminal, and receiving the connection unit, the customer information and the customer responsible staff information by In connection with the storage medium to be stored, a confirmation unit for confirming the customer information of the information request (or staff connection request) customer, a reading unit for reading the customer staff information corresponding to the customer information, and the read customer It is to provide a customer management server characterized in that it comprises a transmission unit for notifying the fact that the customer information request (or staff connection request) of the customer to the wired or wireless terminal of the customer responsible staff using the staff information.

Still another object of the present invention is predetermined customer information comprising at least one or more of customer personal information, customer unique identifier information, customer wired and / or wireless communication means information, customer account and / or payment means information. And a customer representative employee information data file for storing said customer representative employee information comprising at least one customer representative personal information, a customer representative unique identifier information, and at least one piece of wired and / or wireless communication information of the customer representative. It is to provide an information storage medium having a.

The customer management method for achieving the above object, the predetermined information storage means to associate the predetermined customer information and the customer staff information stored in a predetermined storage medium, and the predetermined data (or signal) receiving means Receiving a predetermined information request (or staff connection request) data (or signal) from the customer terminal, and the information request (or staff connection request) customer in connection with the storage medium in a predetermined information checking means Confirming information, reading the customer representative staff information corresponding to the confirmed customer information in connection with the storage medium in a predetermined information reading means, and reading the customer representative staff in the predetermined information transmission means. Using the information, notifying the customer's request for information by wire or wireless communication means of the customer representative; And connecting a communication channel with the customer side terminal (or the customer wireless terminal) through a wired or wireless communication network in the customer staff side wired or wireless communication means.

Here, the customer information preferably comprises at least one or more customer personal information, customer unique identifier information, customer wired and / or wireless communication means information, customer account and / or payment means information.

The customer representative staff information preferably includes at least one customer representative staff personal information, customer representative staff unique identifier information, and customer representative staff side wired and / or wireless communication means information.

On the other hand, the present invention is characterized in that it comprises a recording medium recording a computer-readable program for performing the above-described customer management method.

In addition, the customer management system for achieving the above object, information storage means for linking the predetermined customer information and the customer staff staff information and stored in a predetermined storage medium, and predetermined through the wired or wireless communication network in the customer terminal Information request (or employee connection request), the data (or signal) receiving means for receiving it, and the information request (or employee connection request) in connection with the storage medium to check the customer information of the customer, and to the customer information Using the information reading means for reading the corresponding customer responsible staff information and the customer responsible staff information read out by the information reading means, requesting the information of the customer (or employee) by wire or wireless communication means of the customer responsible staff. Connection request) characterized in that the information transmission means for notifying the fact.

Here, the data (or signal) receiving means is predetermined customer personal information data and / or unique identifier information data and / or customer communication means information data and / or customer account information data and / or customer payment from the customer side terminal. And further receives predetermined data including at least one means information data. .

In particular, it is noted that each means provided in the customer management system can be provided in a single server or divided into a plurality of servers or terminals.

Hereinafter, the present invention will be described in detail with reference to the accompanying drawings. First, predetermined reference numerals are added to elements illustrated in the drawings. However, it is noted that the same components shown in different drawings are denoted by the same reference numerals as much as possible.

In addition, in the following description, in order to explain the embodiments of the present invention, specific details such as specific elements are illustrated, which are 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 apparent to those skilled in the art.

In addition, in describing the present invention, if it is determined that a detailed description of a related known function or configuration may unnecessarily obscure the subject matter of the present invention, the detailed description thereof will be omitted.

1 is a simplified block diagram of a preferred customer management system according to the present invention.

Referring to FIG. 1, a customer management system according to a preferred method includes requesting predetermined information through a storage medium 125 that stores and stores predetermined customer information and the customer representative staff information in association with each other and through a wired or wireless communication network. After confirming the customer information of the customer request information (or employee connection request) in connection with the customer terminal 130 and the storage medium 125, and read the customer representative staff information corresponding to the customer information, The server-side terminal 100 notifies the customer information request (or employee connection request) to the customer-side employee-side wired or wireless terminal by using the read customer-facing employee information and the customer-side terminal through a wired or wireless communication network. 130 (or the customer wireless terminal) may be provided with a customer-friendly staff terminal 135 requesting a communication channel connection.

Preferably, the customer terminal 130, a personal computer (PC) or notebook (Notebook) connected via a wired network (for example, the Internet based on Transmission Control Protocol / Internet Protocol (TCP / IP)) A personal communication system (PCS) connected via a predetermined wired terminal including at least one or more, and / or via a predetermined wireless network (e.g., a wireless network via a mobile communication network or a portable Internet or a local area network), or Global System for Mobile communications (GSM) terminal or Personal Digital Cellular (PDC) or Personal Handyphone System (PHS) terminal or Personal Digital Assistant (PDA) or smartphone (Smart Phone) or wireless data A wireless terminal comprising at least one communication terminal or a portable internet terminal, and / or a financial network (eg, financial And dongmang, VAN, etc.) the customer that the worker is connected Department window terminal, an unattended automated processing unit via, CD, may be formed including at least one ATM.

For example, the customer may use the above-described customer side terminal 130 to transmit predetermined customer personal information data and / or unique identifier information data and / or customer communication means information data and / or customer account information to the server 100. Predetermined data including data and / or at least one customer payment means information data may be transmitted, wherein the data transmitted to the server 100 is a predetermined information request or a staff connection request data. .

Preferably, the server 100 may include a financial company server including a bank server and / or a card company server, a mobile communication company server, a tangible or intangible product sales server, and at least one customer service center server. have.

Referring to FIG. 1, the server 100 includes a receiver 105 for receiving a predetermined information request (or an employee connection request) from a customer terminal 130 through a wired or wireless communication network, and the customer information. And a confirmation unit 110 for confirming the customer information of the customer of the information request (or employee connection request) in connection with the storage medium 125 for storing and cooperatively processing the customer responsible employee information. Notify the customer's information request (or employee connection request) to the wired or wireless terminal of the customer responsible staff by using the reading unit 115 for reading the customer responsible staff information and the read customer responsible staff information. It may be configured with a transmission unit 120 to.

Here, the receiving unit 105, including a predetermined information request or employee connection request data from the customer side terminal 130, predetermined customer personal information data and / or unique identifier information data and / or customer communication means information And receiving predetermined data including at least one of data and / or customer account information data and / or customer payment means information data.

The confirmation unit 110, predetermined information request or employee connection request data and / or customer personal information data and / or unique identifier information data and / or customer communication means information data received through the receiving unit 105 and / Alternatively, the customer information associated with the data transmitted from the customer terminal 130 may be checked from the storage medium 125 with reference to the customer account information data and / or the customer payment means information data.

Here, the customer information checked by the identification unit 110 in conjunction with the storage medium 125 includes customer personal information, customer unique identifier information, customer wired and / or wireless communication means information, customer account and / Or it may include payment means information.

Preferably, the reading unit 115 of the server 100 reads the customer representative staff information associated with the customer information confirmed through the checking unit 110 from the storage medium 125, wherein the reading unit Customer-representative employee information read by the 115 from the storage medium 125 may include at least one customer-representative employee personal information, customer-representative employee unique identifier information, and customer-representative employee-side wired and / or wireless communication means information. It may include.

When the employee information corresponding to the customer is read through the reader 115, the transmission unit 120 of the server 100 refers to the read customer representative employee information, and the customer representative employee side wired or By communicating the customer's information request (or employee connection request) to the wireless terminal, the customer responsible staff notifies the customer to connect a predetermined communication channel with the customer's wired or wireless terminal.

In addition, although not separately illustrated in FIG. 1, the server 100 may be configured to further include an information storage unit for storing the predetermined customer information and the customer representative staff information in a predetermined storage medium 125. have.

On the other hand, the server 100 shown in Figure 1 is characterized in that it comprises a recording medium recording a computer-readable program for performing at least one or more server functions described above.

Preferably, the customer-facing employee side terminal 135 requesting a communication channel connection with the customer side terminal 130 (or the customer wireless terminal) to the wired or wireless communication network, the bank (or branch) and the card company ( Or branch offices), mobile carriers (or resellers), tangible or intangible merchandise stores, customer service centers, and / or the like.

Hereinafter, the storage medium 125 which is linked with the server 100 and includes at least one information data file will be described in more detail with reference to FIGS. 2 and 3.

2 is a simplified block diagram of an information storage medium 125 according to a preferred embodiment of the present invention.

Referring to FIG. 2, the illustrated storage medium 125 is a financial company server, including a bank server and / or a card company server, and / or a mobile carrier server, and / or a tangible or intangible merchandise sales server, and / or a customer. It may be located in a service center server or the like.

In addition, the storage medium 125 is associated with at least one or more customer information and at least one or more responsible staff information corresponding to the customer through a predetermined information storage means (for example, the storage unit provided in the server 100) Characterized in that the storage.

In addition, the storage medium 125, in conjunction with the server 100 described through FIG. 1, there is a predetermined information request (or staff connection request) from the customer terminal 130 via a wired or wireless communication network In this case, it is characterized in that to provide the server 100 to the customer staff information corresponding to the information request (or staff connection request) customer.

3 is a schematic diagram of an information data file included in the information storage medium 125 according to a preferred embodiment of the present invention.

Referring to FIG. 3, the storage medium 125 includes a customer information data file and a customer representative employee information data file corresponding to the customer information data file in one-to-one correspondence.

In particular, the customer information data file includes customer personal information including customer name, work name, address, e-mail, customer social security number, driver's license number, customer ID, customer password, customer biometric information, health insurance number, company number, Customer unique identifier information including accredited certificate information, customer wired and / or wireless communication means information including unique IP address, URL, mobile phone number, customer account and / or payment means information, customer owned financial products Characterized in that it comprises at least one or more information.

4 is a simple flowchart of a customer care process according to a preferred embodiment of the present invention.

The customer management process according to the present invention described below with reference to FIG. 4 may be started from a process of storing predetermined customer information in the storage medium 125 in association with predetermined customer information and the customer representative staff information in the server 100. 400.

Here, the storing process, for example, when the customer purchases a predetermined financial product, and sells the financial product to the information of the purchase customer and the financial product information purchased by the customer at the time of purchase of the financial product; Alternatively, it may be stored in the storage medium 125 in association with the employee information to manage and / or service.

After the predetermined customer information is stored in the storage medium 125 in association with the customer representative staff information, the server sends the information request or staff connection request data (or signal) through the wired or wireless terminal to the server 100 It can be transmitted to (405).

Here, the server transmits the information request or the staff connection request data (or signal) through a personal computer (PC) connected to the Internet based on Transmission Control Protocol / Internet Protocol (TCP / IP) to the server ( 100, the customer accesses the server 100, inputs and / or selects and / or clicks a predetermined formatted information request or a staff connection request message (or a button, etc.). This may be possible through a process.

In addition, if a predetermined agent program for interworking with the server 100 is installed in the personal computer (PC) of the customer, the customer executes the agent program installed in the personal computer to execute the agent program. You can also choose to provide the information request or request a contact for a staff member.

On the other hand, a Personal Communication System (PCS) or Global System for Mobile communications (GSM) terminal in which the customer is connected through a predetermined wireless network (eg, a mobile network or a wireless network via a portable Internet or a local area network). Or through a wireless terminal such as a personal digital cellular terminal (PDC) or a personal handyphone system (PHS) terminal or a personal digital assistant (PDA) or a smart phone or a wireless data communication terminal. When transmitting the information request or the staff connection request data (or signal) to the server 100, the customer is connected to the server 100 via a wireless network, a predetermined menud information request or a responsible employee By selecting and / or entering a connection request service, the information request or responsible employee connection request data (and Signal) may be transmitted to the server 100.

In this case, if a message including a callback URL including access information of the server 100 is stored from the server 100 to the customer wireless terminal, the access process may be possible using the message.

In addition, when a predetermined agent program interoperating with the server 100 is provided in the wireless terminal of the customer, the customer selects an information request or a staff connection request function of the agent program provided in the wireless terminal. Thereby transmitting the information request or staff connection request data (or signal) to the server 100, and / or a hot key (eg, to the server 100) requested for information on the wireless terminal. Or a key having a function of transmitting data (or a signal) of a staff connection request.

Meanwhile, an agency teller terminal to which the customer representative is connected, through which a customer is connected through a financial network (eg, a financial common network, a VAN, etc.), an unmanned automated processing device, a cash dispenser (CAD), and an automated teller machine (ATM). If the customer wants to transmit the information request or the staff connection request data (or signal), the customer requests the information after the execution of the unmanned automated processing device, the CD (Cash Dispenser) and the ATM (Automated Teller Machine). Or selecting a staff connection request service menu and / or transmitting information requests or staff connection request data (or signals) included in the unmanned automated processing device and the CD (Cash Dispenser) or ATM (Automated Teller Machine). This may be possible by selecting a key or the like having a function.

In this case, an institution teller terminal to which the customer representative is connected, wherein the customer is connected through a financial network (eg, a financial common network, a VAN, etc.), an unmanned automated processing device, a CD (Cash Dispenser), an ATM (Automated Teller Machine) ), The payment means (eg, card, account, etc.) information of the customer is preferably transmitted to the server 100 with the information request or staff connection request data (or signal).

Through the above process, the receiving unit 105 of the server 100 receives the information request or the staff connection request data (or signal) from the customer wired or wireless terminal (410), and the confirmation unit of the server 100 ( 110 checks the customer information corresponding to the information request or the staff connection request data (or signal) received by the receiver 105 in cooperation with the storage medium 125 (415).

At this time, the confirmation unit 110 transmits the customer wired terminal information (eg, IP address, etc.) or information of the wireless terminal (eg, wireless terminal number, etc.) that transmits the information request or the staff connection request data (or signal). With reference to, by confirming the customer information corresponding to the customer wired or wireless terminal information to the storage medium 125, it is possible to confirm the customer information transmitted the information request or the staff connection request data (or signal) in charge.

If the customer information that transmits the information request or the staff connection request data (or signal) to the storage medium 125 through the process is confirmed (420), the reader 115 of the server 100 The employee information corresponding to the information request or the employee connection request data (or signal) transmission customer information identified through the confirmation unit 110 is extracted from the storage medium 125 (425).

The identification unit 110 of the server 100 refers to the customer representative employee information extracted from the storage medium 125 through the reader 115 to confirm wired or wireless communication means information of the responsible employee ( 430), the transmission unit 120 of the server 100 generates the information request or the staff connection request message of the customer to be sent to the customer staff wired or wireless communication means identified through the confirmation unit 110 and In operation 435, the transmission unit 120 of the server 100 transmits the generated customer information request or staff connection request message to the staff member wired or wireless communication unit (440).

When the customer's information request or charge employee connection request message is received from the server 100 to the wired or wired communication means of the customer representative, the customer representative receives the wired or wired communication means for the customer representative. By using the connection of the communication channel to the wired or wireless communication means of the customer (450), and when the communication channel between the customer wired or wireless terminal and the customer staff wired or wireless terminal, the customer staff is the customer It may provide a service in response to the request for information or connection of staff in charge (455).

According to the present invention, when the customer information and the staff information of the customer in charge of the processing process and store, and if there is a predetermined information request (or staff connection request) from the customer-side wired and wireless terminal, the customer-side wired and wireless terminal and the customer in charge By connecting the communication channel between employees, in the wired Internet and mobile financial transaction environment, it is possible to provide a differentiated customer loyalty through easy communication channel with the staff in charge.

In addition, it is possible to immediately accept the inconvenience of the financial transaction of the customer to appropriately deal with it, there is a big advantage in securing excellent customers and enhancing the external image.

Claims (19)

Information storage means for linking and processing predetermined customer information and the customer representative staff information in a predetermined storage medium; Data (or signal) receiving means for receiving a predetermined information request (or an employee connection request) through a wired or wireless communication network at the customer terminal; Information reading means for checking the customer information of the customer of the information request (or employee connection request) in connection with the storage medium and reading the customer representative employee information corresponding to the customer information; And information transmission means for notifying the customer's information request (or staff connection request) to the customer employee staff wired or wireless communication means by using the customer representative employee information read out by the information reading means. Characterized by customer management system. A storage medium for linking and storing predetermined customer information and the customer representative staff information; A client terminal requesting predetermined information through a wired or wireless communication network; Check the customer information of the information request (or employee connection request) customer in connection with the storage medium, read the customer representative information corresponding to the customer information, and use the read customer representative information. A server for notifying a customer's information request (or employee connection request) to a wired or wireless terminal of a customer representative; And a customer-facing staff-side terminal requesting a communication channel connection with the customer-side terminal (or the customer wireless terminal) through a wired or wireless communication network. According to claim 1, wherein the data (or signal) receiving means, A predetermined customer personal information data and / or unique identifier information data and / or customer communication means information data and / or customer account information data and / or customer payment means information data from the customer side terminal A customer care system, characterized in that further receiving data. The method of claim 1, wherein each of the means, Customer management system, characterized in that provided in a single server or divided into a plurality of servers or terminals. The method of claim 1 or 2, wherein the customer information, And at least one of customer personal information, customer unique identifier information, customer wired and / or wireless communication means information, and customer account and / or payment means information. The said customer in charge staff information of Claim 1 or 2, And at least one customer representative employee personal information, customer representative employee unique identifier information, and customer representative employee side wired and / or wireless communication means information. The method of claim 1 or 2, wherein the customer terminal, At least one wired terminal including a PC, a wireless terminal including at least one of a mobile phone, a PDA, a mobile Internet phone, and telematics, an agency window terminal to which the customer representative belongs, an unmanned automated processing device, and a CD and an ATM. Customer management system comprising at least one. Receiving unit for receiving a predetermined information request (or staff connection request) via a wired or wireless communication network in the customer terminal; A confirmation unit for confirming the customer information of the information request (or employee connection request) customer in connection with a storage medium for linking and storing the customer information and the customer representative employee information; A reading unit that reads customer representative staff information corresponding to the customer information; And a transmitting unit which notifies the customer information request (or employee connection request) to the wired or wireless terminal of the customer representative by using the read customer representative staff information. . The method of claim 8, wherein the receiving unit, A predetermined customer personal information data and / or unique identifier information data and / or customer communication means information data and / or customer account information data and / or customer payment means information data from the customer side terminal The customer care server, characterized in that further receiving data. The method of claim 8, wherein the customer information, And at least one customer personal information, customer unique identifier information, customer wired and / or wireless communication means information, and customer account and / or payment means information. The method of claim 8, wherein the customer representative staff information, And at least one customer representative employee personal information, customer representative employee unique identifier information, and at least one customer side employee side wired and / or wireless communication means information. The method of claim 8, wherein the customer terminal, At least one wired terminal including a PC, a wireless terminal including at least one of a mobile phone, a PDA, a mobile Internet phone, and telematics, an agency window terminal to which the customer representative belongs, an unmanned automated processing device, and a CD and an ATM. Customer management server comprising one or more. The recording medium, characterized in that for recording a program for performing the server function of claim 8. Linking predetermined customer information and the customer representative staff information in a predetermined information storage means and storing the predetermined customer information in a predetermined storage medium; Receiving predetermined information request (or staff connection request) data (or signal) from the customer terminal in a predetermined data (or signal) receiving means; Confirming customer information of the information request (or employee connection request) customer in connection with the storage medium in a predetermined information checking means; Reading customer responsible staff information corresponding to the confirmed customer information in association with the storage medium by a predetermined information reading means; Notifying the fact that the information request of the customer is requested by the wired or wireless communication means of the customer service employee by using the read customer service employee information by a predetermined information transmission means; And And connecting a communication channel with the customer side terminal (or the customer wireless terminal) through a wired or wireless communication network in the wired or wireless communication means of the customer representative staff side. The method of claim 14, wherein the customer information, And at least one of customer personal information, customer unique identifier information, customer wired and / or wireless communication means information, and customer account and / or payment means information. The method of claim 14, wherein the customer representative staff information, And at least one customer representative employee personal information, customer representative employee unique identifier information, and customer representative employee side wired and / or wireless communication means information. The method of claim 14, wherein the customer terminal, At least one wired terminal including a PC, a wireless terminal including at least one of a mobile phone, a PDA, a mobile Internet phone, and telematics, an agency window terminal to which the customer representative belongs, an unmanned automated processing device, and a CD and an ATM. Customer management method comprising at least one. A recording medium, comprising recording a program for performing the method of claim 14. A customer information data file storing predetermined customer information including at least one of customer personal information, customer unique identifier information, customer wired and / or wireless communication means information, and customer account and / or payment means information; And A customer representative employee information data file for storing the customer representative employee information comprising at least one customer representative employee personal information, a customer representative employee unique identifier information, and at least one piece of customer representative employee wired and / or wireless communication means; Characterized in that provided, And storing the customer information data file and the customer information data file in association with each other so as to correspond to the customer information data file in a one-to-one correspondence.

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