KR20160104266A - Customer management system using interner of things - Google Patents

Customer management system using interner of things Download PDF

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Publication number
KR20160104266A
KR20160104266A KR1020150027035A KR20150027035A KR20160104266A KR 20160104266 A KR20160104266 A KR 20160104266A KR 1020150027035 A KR1020150027035 A KR 1020150027035A KR 20150027035 A KR20150027035 A KR 20150027035A KR 20160104266 A KR20160104266 A KR 20160104266A
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information
customer
waiting
mobile communication
vip
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KR1020150027035A
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Korean (ko)
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최요훈
이도영
고윤희
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주식회사 핸디아이씨티
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Publication of KR20160104266A publication Critical patent/KR20160104266A/en

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0241—Advertisements
    • G06Q30/0251—Targeted advertisements
    • G06Q30/0254—Targeted advertisements based on statistics
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0241—Advertisements
    • G06Q30/0251—Targeted advertisements
    • G06Q30/0255—Targeted advertisements based on user history
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0241—Advertisements
    • G06Q30/0251—Targeted advertisements
    • G06Q30/0257—User requested
    • G06Q30/0258—Registration
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G06Q30/0241—Advertisements
    • G06Q30/0251—Targeted advertisements
    • G06Q30/0267—Wireless devices
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/12—Messaging; Mailboxes; Announcements

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  • Entrepreneurship & Innovation (AREA)
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  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

The present invention recognizes and identifies customers through their mobile communication devices and supports a customer relationship management service as a concentrated marketing strategy to provide customized services and improve convenience and satisfaction of customers A short range wireless communication device for recognizing customers' mobile communication devices and transmitting unique signals to each of the mobile communication devices to execute application programs; a waiting wireless communication device for requesting a standby number The customer management information and the VIP classification information to identify the customer's personal information using the terminal information of each mobile communication device and to welcome the corresponding VIP customer at each branch, And business process information and customer relationship And a server for providing a management service.

Description

[0001] CUSTOMER MANAGEMENT SYSTEM USING INTERNER OF THINGS [0002]

The present invention recognizes and identifies customers through their mobile communication devices and supports a customer relationship management service as a concentrated marketing strategy to provide customized services and improve convenience and satisfaction of customers And to a customer management system using the Internet.

Customer management services for customer expansion and marketing are becoming more and more important in the business field. In particular, distributors who need a service center with a large number of customer interviews, including banks, department stores, hotels, etc., which have a large portion of the VIP class, classify high-income customers and enterprises, which account for a large portion of sales, to pay more attention to customer management. In particular, top-tier customers, who consistently deliver high returns and value, are categorized as VIP customers and pay more attention to customer management. Customer management should give VIP customers the feeling they are being welcomed so that they can maintain their loyalty and expect to increase their profits.

Recently, various technologies related to customer management have been proposed. For example, a prior art "entry-and-exit vehicle security control system and its control method (Publication No. 2003-0087731)" is a technology for taking an image of a vehicle entering through a parking lot entrance and recognizing a car number to guide a parking space The VIP customer of the excellent grade is provided with a service by adding a technique for enabling guidance of a separate parking space. However, the above-mentioned application proposes a technique of managing the vehicle entry by transferring the image data photographed in the parking lot to the vehicle entry controller, with an emphasis on the management of the parking lot. Therefore, in the case of not using the vehicle or using a vehicle not registered separately, it is not possible to recognize the VIP customer, so that there is a problem to make the VIP customer feel that they are receiving special service.

In addition, when a customer having a radio frequency (RF) transmitter enters a specific area, a customer management system (publication 2003-0007296), which was previously filed, is a technology for providing a high quality service to a specific customer. The customer information is provided to the nearby store manager, and the store manager grasps the customer information in advance and provides the service. However, since the customer who does not have the RF transmitter recognizes only the customer who has the RF radiator and approaches the customer within a certain distance from the store, there is a limit to recognize the difference of the service with the other customer.

SUMMARY OF THE INVENTION The present invention has been made to solve the above problems, and it is an object of the present invention to provide a customized service by recognizing and identifying customers through mobile communication devices of customers and supporting a customer relationship management service And to provide a customer management system using an Internet of things so as to improve convenience and satisfaction of customers.

According to another aspect of the present invention, there is provided a customer management system using an Internet, including a mobile communication device, a mobile communication device, and a mobile communication device, The communication device, the waiting management device requesting the issuance of the waiting number requested by the issuer of the waiting list, and the terminal information of each mobile communication device to identify the personal information of the customer, and, according to the stored customer management information and VIP classification information, And a server that provides VIP information to the VIP customer, provides marketing information and business process information, and provides a customer relationship management service.

The customer management system using the Internet of the present invention having the above-described technical features has the following effects.

First, by utilizing the Internet technology of things, it is possible to increase recognition of specific target customers such as VIP by accurately recognizing and identifying customers through their mobile communication devices, and by providing services suitable for specific customers, To contribute to the profit increase of the enterprise.

Second, we can quickly and accurately identify and identify customers who visit our stores, service centers, branches or branches, and provide customer-relationship management services, which are concentrated marketing strategies, for our customers. have.

Third, it is possible to quickly provide customized product information and event information to visiting customers while quickly grasping the task to be processed by the customer, and to improve the convenience and satisfaction of the customer by allowing the identified task to be processed quickly.

Fourth, we can improve customer management efficiency by accurately recognizing and identifying customers who are nearby or passing by even if they do not visit a store, service center, or branch or branch office, and provide event and marketing information to the recognized customers have.

Fifth, the customer can check and reserve the waiting order and waiting time from anywhere, and it is possible to improve the efficiency of business processing with the convenience of the customer by providing the waiting order and waiting time in real time, Equipment and the like can be reduced or simplified, thereby simplifying the business processing system and reducing the maintenance cost.

BRIEF DESCRIPTION OF THE DRAWINGS FIG. 1 is a block diagram illustrating a customer management system using the Internet of objects according to an embodiment of the present invention; FIG.
2 is a diagram illustrating a process of recognizing a beacon signal in a mobile communication device and connecting to a server.
3 is a block diagram specifically showing the server and its peripheral components shown in FIG.
4 is a flowchart illustrating an operation of the customer management system using the Internet of the present invention.
5 is a flowchart illustrating an operation of the customer management system using the Internet of the present invention.
6 is a flowchart for explaining another additional operation of the customer management system using the Internet of the present invention.

Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings.

The Internet of Things attracts attention as an intelligent technology and service that connects all things based on wired / wireless Internet and communicates information between people, things, things and things.

WiBro, WIBRO, 3G (Third Generation) WCDMA, LTE (Long), and so on, because individuals own portable wireless communication devices, such as tablet mobile communication devices, Term Evolution) and 4G (Four Generation). In addition, the utilization of short-range wireless communication devices such as beacons and NFC (Near Field Communication) tags can be increased, and utilization of the object internet can be further enhanced.

BRIEF DESCRIPTION OF THE DRAWINGS FIG. 1 is a block diagram illustrating a customer management system using the Internet of objects according to an embodiment of the present invention; FIG.

The customer management system using the Internet of Things shown in FIG. 1 recognizes a customer's mobile communication device 2 and transmits a unique signal to each of the short-range wireless communication devices 10 15, and 20), the client's personal information is identified and stored using the terminal information of the mobile communication device 2 and the queue management device 30 of each service point requesting the issuance of the waiting number requested by the issuer And a server 70 of a service headquarters that provides VIP information to the service points according to customer management information and VIP classification information, provides marketing information and business process information, and provides a customer relationship management service do.

The short-range wireless communication devices 10, 15, and 20 are internal short-range wireless communication devices 10 and 15 that are provided in the internal space of the service point and recognize the mobile communication devices 2 of customers entering the inside of the service point, And an external short range wireless communication device 20 for recognizing the mobile communication device 2 of the customers entering the external fixed radius (for example, 50 m to 80 m) of the service point.

At least one beacon or at least one Near Field Communication (NFC) tag may be used as the short range wireless communication devices 10, 15 and 20, and at least one beacon and at least one NFC tag may be combined It can also be used. The beacon is a next generation short-range communication technology through low-power Bluetooth. It locates the mobile communication device 2 within a radius of 50 m to 80 m to transmit a beacon unique ID and message, and enables mobile settlement. The NFC tag stores a preset execution command and causes the mobile communication device 2 of the customers to perform a specific operation by an execution command at the time of NFC tagging. Accordingly, when at least one beacon and at least one NFC tag are used in combination, the recognition rate of the mobile communication device 2 can be increased.

Most of the customers own the mobile communication device 2 such as a tablet mobile communication device and the customer mobile communication device 2 in a specific space by wireless internet communication such as Wi-Fi, 3G, LTE and 4G, Can be recognized immediately. However, when the wireless Internet communication of the mobile communication device 2 is in the inactive state, the mobile communication device 2 is tagged to the NFC tag to allow the tagged mobile communication device 2 to be recognized. Here, the NFC tag may store a wireless Internet communication activation command or an associated application program execution command such as a WiFi, and may perform the corresponding operation when the mobile communication device 2 is tagged.

2 is a diagram illustrating a process of recognizing a beacon signal in a mobile communication device and connecting to a server.

As shown in FIG. 2, the internal short range wireless communication devices 10 and 15 such as beacons recognize the mobile communication devices 2 of the customers entering the inside of the service point, and recognize IDs unique to the recognized mobile communication devices 2 (E.g., a beacon ID). Accordingly, the mobile communication device 2, which has received the unique ID, executes the application program and transmits the terminal information together with the received unique ID to the server 70. [ Here, the terminal information may be terminal information registered in a communication company and corresponding customer information, or may be a login ID of a customer who executed the application. At this time, the customers can selectively execute the related application program through the execution window asking whether to execute the application program, and can confirm that the mobile communication device 2 is recognized as the application program is executed.

The external short range wireless communication device 20 may also be constructed of a beacon or the like. In this case, the external short range wireless communication device 20 may recognize the mobile communication device 2 of customers entering or passing through an external fixed radius (for example, 50 m to 80 m) . Then, the terminal information of the recognized external mobile communication devices 12 is transmitted to the server 70 together with the corresponding beacon ID. Accordingly, the server 70 can provide predetermined greeting, marketing information, and related product information according to the customer management information, the VIP classification information, and the customer relationship management service information corresponding to the terminal information of the external mobile communication device 12 have.

The business processing PC 40 of each branch customer window receives customer management information, VIP classification information, customer relationship management service information, and the like corresponding to the terminal information of the mobile communication device 2 from the server 70. At this time, the server 70 selects the VIP customers according to the VIP classification information and the customer relationship management service information, and the VIP customers are contacted with the mobile communication devices of the respective branch officers 50 and the branch officials 50 to the business processing PC of the customer window, and notify the business processing PC 40 of the customer window.

In the case of a general customer who is not a VIP customer, the server 70 sequentially issues the waiting number table for each point and transmits the character message or the application message through the application program of the mobile communication device 2. In addition, even when requested by the queue managing device 30 of each branch office, the waiting queue manager sequentially issues waiting queue numbers and transmits them to a customer through a text message or an application program of the mobile communication device 2. The waiting management device 30 requests the waiting number to the server 70 according to the request of the waiting issuer or the NFC tag tagging operation and shares the waiting number information of the corresponding point with the server 70 in real time.

The server 70 provides marketing information that has been set and sorted in advance to the customer who is waiting in accordance with the customer relationship management service information of the customer who is waiting and provides the customer with business process information to be selected, To be entered in advance. Accordingly, customers can receive various marketing information such as event information and related product information corresponding to the customer relationship management service information through the application program during the waiting time. And, customers enter the tasks they want to process in advance. The server 70 transmits the requested job information to be processed by the waiting customers to the corresponding branch job processing PC 40 so that the job processing personnel can confirm the job information in advance during the job processing.

In addition, the server 70 registers the processed business information and customer information after the processing of the general customer including the VIP customer, and inquires about the satisfaction of the business processing and the questionnaire about the evaluation of the processing result, And perform procedures to increase satisfaction. The server 70 recognizes the customer management information and the VIP classification information corresponding to the unique ID and the corresponding terminal information received from the external wireless local area communication devices 20 at the respective points and input from the mobile communication devices 12, Self-referencing customer relationship management service information. In addition, the external mobile communication device 12 may provide greeting, marketing information, and related product information set in accordance with the inquired customer relationship management service information and the like through a text message or an application program message. After the processing of the customer at each branch, the processing result and the inputted customer information are received from the processing PC 40 to update and reset the VIP classification information and the customer relationship management service information of the customers.

Meanwhile, the server 70 sets and stores greeting, marketing information, and related product information corresponding respectively to the customer management information, the VIP classification information, and the customer relationship management service information. At this time, the server 70 compares the issuance information of the waiting number of the customers visiting each branch and the task information to be processed by each branch, customer, task manager, and time zone, It can be used to set up service information and to monitor the customer utilization rate and business process status at each branch.

More specifically, the server 70 compares the issuance information of the waiting number list of the customers visiting each branch and the task information to be processed by each branch, client, time slot, and task manager, and statistically It is possible to use the information such as the customer's requested service history, the number of visits, the time, and the time as the data for increasing the efficiency of business process. In addition, information such as customer's requested service history, number of visits, timing, and time can be used as marketing data for analyzing requested task patterns and providing customized services. In addition, it is possible to monitor the current flow of customers in each branch, so that it is possible to grasp the number of service request customers by each window in each branch office, grasp the status of waiting customers, and adjust the service delivery time at each branch window . In particular, it is possible to analyze customer usage status statistics and store utilization rate at each branch by each week / month / year, so it can be used as data such as customer inflow maximum / minimum time / day / month / quarter for each branch or store. This can be used to establish a marketing plan for each period and can be utilized in establishing a customer response plan for the peak processing time (the most time / time of the customer).

3 is a block diagram specifically showing the server and its peripheral components shown in FIG.

The server 70 shown in Fig. 3 includes a transceiver 72 for performing wired and internet wireless communication with the local wireless communication devices 10, 15 and 20, the waiting management device 30 and the business PC 40, The customer management information, the VIP classification information, and the customer relationship management service information according to the personal information of the customer are inquired to notify the related party 50 and the business processing PC 40 at the visit of the branch of the VIP customer, And a controller 74 (not shown) for notifying general users of the business information to be processed by the customer in advance to the processing staff of the business process PC 40 ), The customer management information, the VIP classification information, the customer relationship management service information, and the customer information inputted from the business processing PC 40 are stored and provided to the processing person in charge of processing at the business processing PC 40 of each branch A customer information DB 76, task information that can be processed in the task processing PC 40 of each branch, and processed task information, and provides the task information to the person in charge of processing at the request in the task processing PC 40 of each branch A business process information DB 78, a waiting management DB 77 for storing waiting orders, waiting numbers, and waiting information for each branch and providing waiting numbers and waiting time information for each branch, And a marketing information DB 79 for providing marketing information preset in accordance with the customer management information and the customer relationship management service information to the mobile communication devices 2 and 12 of the corresponding customer.

More specifically, the controller 74 of the headquarters stores customer management information, VIP classification information, and customer relationship management service information corresponding to the terminal information of each mobile communication device 2 and stored in the customer information DB 76 Customer information is inquired. When it is determined that the VIP customer of the VIP classification information is visited, the notification is sent to the PC 40 of the mobile communication device, the business PC, and the business counter of the related party 50 of the branch. Thus, the VIP customer enables the person concerned 50 at each branch to directly entertain. On the other hand, in the case of a general customer, not the VIP customer, the controller 74 sequentially issues the wait number table according to the recognized order at each point and provides it through a text message or an application program of the mobile communication device 2 of each customer.

In addition, the controller 74 provides the marketing information previously set and classified in the marketing information DB 79 in accordance with the business information and the customer relationship management service information from the business process information DB 38. Accordingly, customers can receive various marketing information such as event information and related product information corresponding to the customer relationship management service information through the application program during the waiting time, and the company provides product information or publicity event to the customer Marketing effect can be increased.

In addition, the controller 74 provides the customer with business process information through an application program so that the customer can input and select the business information to be processed in advance. Therefore, customers pre-enter the tasks they want to process during the waiting time. The controller 74 delivers the requested job information to be processed by the waiting customers to the processing staffs of the respective branch job processing PCs 40 in advance. Thus, the task manager in each branch office can quickly identify and process the task that the customer wants to process, It is possible to shorten the processing time by increasing the efficiency.

On the other hand, the controller 74 registers the processed business information and customer information after the processing of the general customer including the VIP customer, and inquires about the satisfaction of the business process and the questionnaire about the evaluation of the process result, And perform procedures to increase satisfaction.

When the terminal information is input together with the beacon unique ID from the external mobile communication devices 12 recognized by the external LAN communication device 20 at each point, The customer management information corresponding to the information, the VIP classification information, and the customer relationship management service information. In addition, greetings, customized marketing information, and related product information set in accordance with each of the inquired information are provided to the external mobile communication device 12 through a text message or an application program message. At this time, when the customer selects the customized marketing information or the promotional information that is set and transmitted in advance, the controller 74 processes the customer request task through the application program according to the requested item. Then, the processed work result can be notified through a text message or an application program notification window. By recognizing customers and using wireless Internet communications, it is possible to accurately recognize and identify customers who are located or passing by even if they do not visit a store, a service center, or a branch or branch office. By providing information, customer management efficiency can be further enhanced.

It is possible to increase the convenience of ordinary customers in addition to the technology that can raise awareness of specific target customers such as VIP by accurately recognizing and identifying customers through the mobile communication device 2 by utilizing the Internet of things. For example, issuing a waiting number list to a general customer can provide convenience such as re-issuing a waiting number or delaying a waiting list according to the convenience of ordinary customers. To this end, the controller 74 of the head office issues the waiting number table to the general customer, provides the waiting rank information and the waiting time information, reissues the waiting number at the request of the customer, or automatically The standby number and the waiting time information may be provided through a text message or an application program message. On the other hand, if the customer wants to receive a waiting list from the home or company without visiting the service point or the main office, the customer executes the application program and accesses the server 70 to inquire the waiting staff and wait time information of the nearest branch , A waiting number may be issued. And to select the tasks to be processed, etc., It can increase the efficiency and shorten the processing time.

4 is a flowchart illustrating an operation of the customer management system using the Internet of the present invention.

Referring to FIG. 4, the internal short-range wireless communication devices 10 and 15 or the external short-range wireless communication devices 20 recognize the mobile communication devices 2 of the customers entering the inside of the service point, And transmits a beacon signal (beacon ID + RSSI) including a unique ID to the device 2. [ At this time, an execution command is transmitted so that the recognized application program of the mobile communication device 2 is executed.

The customer's mobile communication device 2 executes the application program in response to the beacon signal and inputs it, and transmits the beacon ID and the terminal information to the server 70. [ Accordingly, the customer can confirm that his or her mobile communication device 2 has been recognized and selectively execute the related application program through an execution window asking whether to execute the application program.

The server 70 transmits a welcome greeting to the mobile communication device 2 of the recognized customers and provides a selection menu window and the like so that the user can select and issue a waiting table according to the task to be processed. In addition, the server 70 sequentially inquires customer management information, VIP classification information, and customer relationship management service information (CRM information) corresponding to the terminal information of the received mobile communication device 2. The VIP customer is selected according to the VIP classification information and the customer relationship management service information, and the VIP customer notifies the mobile communication device of the related party (50) and the business PC of each branch so that high-ranking persons of each branch directly entertain. At this time, it is also possible to notify the business processing PC 40 of the customer window.

The general customer other than the VIP customer sequentially issues the waiting number table according to the selection of the customer's business and transmits the character message or the application program of the mobile communication device 2 through the application program. At this time, the waiting issuance device 30 and the server 70 at each branch office request the waiting number table according to the waiting information shared among the branches, issue the waiting number table, and collect the waiting number and waiting time information together with the waiting number table Can be provided together.

During the period in which the customer waits, the server 70 also provides the preset marketing information to the waiting customer according to the customer relationship management service information of the customer. Then, the user is provided with a selection of task processing information so that the user can select and input task information to be processed in advance. Accordingly, customers can receive various marketing information such as event information and related product information corresponding to the customer relationship management service information through the application program during the waiting time. And, customers enter the tasks they want to process in advance. The server 70 transmits the requested job information to be processed by the waiting customers to each branch job processing PC 40 so that the processing staff can check it in advance.

When the order is reached, the server 70 notifies the customer through the application program or calls the customer to each business processing PC 40 through the queue management device 30, and the customer processing task is processed in the business processing PC 40 . In addition, it is possible to increase the customer satisfaction by registering processed business information and customer information even after processing of general customers including VIP customers, inquiring about business processing satisfaction, Procedures. The server 70 can additionally set up a VIP customer according to a result of the business process of the customer, and the VIP customer information set at this time is separately stored in the customer information DB 36. [ The server 70 receives the processing result of the customer and the inputted customer information, and updates and re-sets the VIP classification information and the customer relationship management service information of the customers.

Objects of the Present Invention Having the Technical Features of the Present Invention The customer management system using the Internet accurately identifies and identifies customers through the mobile communication devices of customers by utilizing the object Internet technology to raise awareness of specific target customers such as VIPs And it can contribute to the profitability of the enterprise by maintaining the loyalty of a specific target customer by rapidly providing the service suitable for the specific customer.

In addition, customers can be identified and identified quickly and accurately, and customers can be provided with customer relationship management services, which are concentrated marketing strategies, to enhance the quality of customized services and increase customer satisfaction. In addition, it is possible to quickly provide customized product information and event information to visiting customers while quickly grasping the task to be processed by the customer, and to improve the convenience and satisfaction of the customer by allowing the identified task to be processed quickly.

5 is a flowchart illustrating an operation of the customer management system using the Internet of the present invention.

Referring to FIG. 5, in the present invention, a general customer can execute an application program before a visit to a branch office or a head office to check the waiting staff and the waiting time, and receive an waiting number table according to the selection. Then, it is possible to provide convenience such as re-issuance of the waiting number table issued through the application program, or delaying the standby rank.

Specifically, the process is described as follows. First, customers execute an application program to inquire about a base point or a head office. At this time, the server 70 provides the information of the near point and provides the waiting information to the customer's mobile communication device 2 by sharing the waiting acknowledgment information with the waiting issuing device 30 of the near point. Accordingly, customers can select a point or a main shop to visit and check the waiting staff and waiting time.

Thereafter, when the customer requests issuance of the waiting number table by the application program, the server 70 issues the waiting number table, and provides the waiting rank and waiting time information together with the waiting list. Then, the server 70 inquires the customer management information, the VIP classification information, and the customer relationship management service information corresponding to the terminal information and provides it to the business processing PC of the selected point or the like.

If the server 70 issues or reissues the waiting number according to the request of the customer or if there is no response at the time of calling the waiting number list, the server 70 automatically reissues the waiting number to provide the waiting ranking information and the waiting time information through a text message or an application program message It is possible.

In this process, the server 70 provides the customer with business process information through the application program so that the customer can input and select the business information to be processed in advance. Accordingly, the customers pre-input the tasks to be processed during the waiting time, and the server 70 delivers the requested task information to be processed by the waiting customers to the processing staffs of the corresponding point-of-business processing PC 40 in advance. In addition, the customer can cancel the selected business appointment. In this way, the task manager of the task PC 40 can quickly identify and process the task to be processed by the customer, thereby improving work efficiency and shortening the task processing time.

6 is a flowchart for explaining another additional operation of the customer management system using the Internet of the present invention.

Referring to FIG. 6, the external short-range wireless communication device 20 recognizes the mobile communication device 2 of the customers entering or exiting the external constant radius (for example, 50 m to 80 m) of the service point. Then, the beacon signal (beacon ID + RSSI) including the unique ID is transmitted to the recognized mobile communication device 12. At this time, an execution command is transmitted so that the recognized application program of the mobile communication device 12 is executed. Accordingly, the mobile communication device 12 of the customer recognizes the beacon signal, executes the application program, and transmits the beacon ID and the terminal information to the server 70. In this way, the customer can confirm that his / her mobile communication device 2 has been recognized and selectively execute the related application program through the execution window asking whether to execute the application program.

The server 70 sequentially inquires customer management information, VIP classification information, and customer relationship management service information (CRM information) corresponding to the terminal information of the received mobile communication device 2. Then, a greeting message, marketing information, and related product information set in advance in accordance with the customer management information, the VIP classification information, and the customer relationship management service information corresponding to the terminal information of the external mobile communication device 12 are transmitted as a text message or a message of the application program The external mobile communication device 12 provides the external mobile communication device 12 with the information.

If the customer selects the customized marketing information or the promotional information that has been set and transmitted in advance and requests the business process, the customer request service is processed through the application program according to the requested information. Then, the processed work result can be notified through a message or an application program notification window. By recognizing customers and using wireless Internet communications, it is possible to accurately recognize and identify customers who are located or passing by even if they do not visit a store, a service center, or a branch or branch office. By providing information, customer management efficiency can be further enhanced.

It will be apparent to those skilled in the art that various modifications and variations can be made in the present invention without departing from the spirit or scope of the invention as defined in the following claims And changes may be made without departing from the spirit and scope of the invention.

Claims (17)

A short range wireless communication device that recognizes customers' mobile communication devices and transmits respective unique signals to execute application programs of the respective mobile communication devices,
A waiting management device for requesting issuance of the waiting number requested by the waiting list issuer, and
It is possible to grasp the personal information of the customer using the terminal information of each mobile communication device, to enter the VIP customer at each branch according to the stored customer management information and the VIP classification information, to provide marketing information and business process information, A customer management system using the Internet, including a server for providing relationship management services.
The method according to claim 1,
The server
A short-range wireless communication device, a waiting list management device, and a task processing PC,
The customer management information, the VIP classification information, and the customer relationship management service information according to the personal information of the customer are inquired to notify to the person concerned and the business processing PC at the point of visit to the branch of the VIP customer, A controller for issuing an waiting number table and providing marketing information and task processing information to be selected so that the task information to be processed by the customer is delivered to the processing staffs of the PC for processing each branch task in advance,
A customer information DB for storing the customer management information, the VIP classification information, the customer relationship management service information, and the customer information inputted from the business processing PC and providing the customer information to the processing person in charge at the request of the business processing PC at each point,
A business process information DB for storing business information and processed business information that can be processed in the business process PC of each of the branches and providing the processed information to the process person in charge at the business process PC of each of the branches,
A waiting management DB for storing the waiting sequence for each point, the waiting number and waiting information, and providing the waiting number and waiting time information for each point, and
And a marketing information DB for allowing marketing information to be preset and stored so that marketing information preset in accordance with customer management information and customer relationship management service information is provided to each mobile communication device.
3. The method of claim 2,
The controller
The VIP information and the customer relationship management service information corresponding to the terminal information of the mobile communication device, the customer information stored in the customer information DB sequentially,
If it is determined that the VIP customer of the VIP classification information has visited at any one of the above points, it is notified to the person in charge of each branch office and the business processing PC,
Wherein the customer information is transmitted to the general customer through a text message or an application program of a customer mobile communication device which sequentially issues a waiting number table and waits for the waiting number table.
3. The method of claim 2,
The controller
And provides the marketing information, event information, and related product information set and classified in advance to the waiting customer through the application program during the waiting time according to the business information and the customer relationship management service information from the business process information DB Customer management system using the Internet.
3. The method of claim 2,
The controller
The user can select and input the task information to be processed by the customer in advance so that the user can select the task information to be processed through the application program so that the requesting task information to be processed by the wait- And the customer management system using the Internet.
3. The method of claim 2,
The controller
Wherein the terminal management server inquires the customer management information, the VIP classification information, and the customer relationship management service information corresponding to the terminal information when the terminal information is inputted from the mobile communication devices outside the respective points, And providing the customized marketing information and the related product information to the external mobile communication device through a text message or an application program message.
The method according to claim 6,
The controller
If the customer selects the pre-set customized marketing information or the promotional information, or if the customer requests to process the business, the server processes the customer request through the application program according to the requested information, And notifies the user through a program notification window.
3. The method of claim 2,
The controller
The general customer is provided with a waiting number table, a waiting rank information and waiting time information,
Wherein the waiting number table is issued according to a request of the general customer, or if there is no response at the time of calling the waiting number table, the waiting number table is automatically reissued to provide standby information and waiting time information through a text message or an application program message Customer management system using the Internet.
3. The method of claim 2,
The controller
It provides information of the nearest point or main office to the customer according to the request of the customer accessed through the application program, and further provides the waiting staff and waiting time information of the close point or the main shop,
Wherein the server is configured to issue and reissue an waiting number table according to a request of the customer so as to provide the waiting rank and waiting time information or to cancel the reservation.
The method according to claim 1,
The server
The VIP classification information and the customer relationship management service information corresponding to the terminal information of the mobile communication device, sequentially selecting the VIP customer,
The VIP customer informs the person concerned and the business processing PC that the person concerned at each branch is directly welcomed and the general customer who is not the VIP customer sequentially issues a waiting number table to receive a separate text message or a mobile communication device And transmitting the data through an application program.
The method according to claim 1,
The server
Providing marketing information previously set and classified to a general customer who waits according to the customer relationship management service information, providing the customer who is waiting to select the business process information, and inputting the business information to be processed by the waiting customer in advance However,
Wherein the requesting task information to be processed by the waiting customers is delivered in advance to the person in charge of processing the PC for branch office work.
The method according to claim 1,
The server
When the terminal information of the external mobile communication devices recognized by the external short-range wireless communication devices provided outside the respective points is inputted, the customer management information corresponding to the terminal information, the VIP classification information and the customer relationship management service information are inquired And providing a message of a text message or an application program to the external mobile communication device, wherein the greeting, the customized marketing information, and the related merchandise information respectively set in accordance with the inquired information are provided to the external mobile communication device.

13. The method of claim 12,
The server
If the customer selects the pre-set customized marketing information or the promotional information, or if the customer requests to process the business, the server processes the customer request through the application program according to the requested information, And notifies the user through a program notification window.
The method according to claim 1,
The server
The customer information and the customer management information according to the provided terminal information are inquired to set and store the VIP classification information and the customer relationship management service information of the respective customers,
Marketing information, and related product information corresponding to the customer relationship management service information in advance, and provides the greeting, marketing information, and related product information upon request of the queue management apparatus,
Wherein the VIP management unit receives the business processing result and the further inputted customer information from the waiting management apparatus after the customer business processing of the waiting management apparatus updates and re-sets the VIP classification information and the customer relationship management service information of the customers. Used customer management system.
The method according to claim 1,
The server
Providing information of the nearest point or main office to the customer in accordance with a request of the customer connected through the application program and further providing the waiting staff and waiting time information of the near point or the main office,
Wherein the server is configured to issue and reissue an waiting number table according to a request of the customer so as to provide the waiting rank and waiting time information or to cancel the reservation.
The method according to claim 1,
The server
By collecting the issuance information of the waiting number list of the customers visiting each branch and the business information to be processed by each of the branches, the customers, the business operators, and the time zones, and by calculating the statistics, the customer relationship management service information And the customer utilization rate and business process status of each branch are monitored.
17. The method of claim 16,
The server
By using the statistics collected by each branch, customer, time frame, and task manager, it is possible to grasp the requested service history, visit frequency, timing, and time information of each customer, thereby providing marketing data for providing customized services And to monitor the customer's current flow status at each of the above points,
The service providing time is adjusted for each window at each of the above points and utilized as the customer inflow maximum / minimum time / day / month /
The system for managing customer information using the Internet, which is characterized in that it is utilized when establishing a customer response plan for a peak processing time (the most time / period of time).
KR1020150027035A 2015-02-26 2015-02-26 Customer management system using interner of things KR20160104266A (en)

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Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR101898622B1 (en) * 2017-07-24 2018-09-13 남기준 Method for providing dealing with problematic customer service
KR102051621B1 (en) * 2019-09-25 2019-12-03 주식회사 이비카드 Winless charging service system for mobile card using validation of post-paid payment card
KR102051620B1 (en) * 2019-09-25 2019-12-03 주식회사 이비카드 Post-paid service system for mobile card using validation of post-paid payment card
EP3913559A1 (en) * 2020-05-20 2021-11-24 Accenture Global Solutions Limited Controlling and monitoring devices using near field communication

Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
KR101898622B1 (en) * 2017-07-24 2018-09-13 남기준 Method for providing dealing with problematic customer service
KR102051621B1 (en) * 2019-09-25 2019-12-03 주식회사 이비카드 Winless charging service system for mobile card using validation of post-paid payment card
KR102051620B1 (en) * 2019-09-25 2019-12-03 주식회사 이비카드 Post-paid service system for mobile card using validation of post-paid payment card
EP3913559A1 (en) * 2020-05-20 2021-11-24 Accenture Global Solutions Limited Controlling and monitoring devices using near field communication

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