JP3678663B2 - Customer visit information notification system in a bank - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
  The present inventionWhen the customer visits the customer information including the financial transaction status of the customer who visited to use the ATM installed in the bank's branch and the customer visits the customer's customer information, the data processing device in the branch or Customer store information notification system in a bank that notifies a mobile terminal deviceAbout.
[0002]
[Prior art]
  ConventionalFromIn addition, ATMs (automated teller machines) are installed at the bank's head office and sales offices, and the bank system where this ATM is installed is an accounting system for processing cash deposits and withdrawals, bank transfer transfers, etc. And a business system for processing customer attribute information has been constructed. As this business system, for example, a management server and an integrated customer database file (MCIF: Marketing Customer Information File) system (hereinafter referred to as “MCIF system” as appropriate) are provided in an integrated system center or bank headquarters. Yes.
[0003]
  Account systemBankA host computer device installed in an integrated system center or a bank headquarters, and a number of automatic teller machines (ATMs) in a branch office as terminals accommodated in the host computer device via a closed communication network.
[0004]
  In the business system, for each customer, the correspondence status and service usage status of various bank transactions and campaigns including ATM usage at the head office and multiple sales offices (Bank usage) Collected information from MCIF system (Where appropriate, referred to as “store MCIF server device”MCIF system that received the transfer through the frame relay network(Integrated MCIF server device)Is collecting. The collected database information is downloaded together with sales campaign information and the like through a frame relay network by, for example, a sales office management MCIF system (sales office MCIF system).
[0005]
  Then, by transferring data between the branch management MCIF system and the ATM, when the customer visits the store, sales campaign guidance and service (for example, giveaway) provision guidance that gives points (points) is displayed on the screen of the cash dispenser doing.
[0006]
[Problems to be solved by the invention]
  As described above, in the above-described conventional example, when a customer visits the store, points are given and guidance on service provision is made, but effective sales promotion is not achieved. This is because the provision of this service (for example, a free gift) is carried out at the counter (counter) of the sales office where the customer needs to visit. In other words, the customer does not always go to the window to receive the service.
[0007]
  Furthermore, it has not been promoted to meet the individualization of individual customers recently. That is, conventionally, personal attribute information (preference information, etc.) is collected together with personal attribute information (name, address, etc.) for each customer, and the sales activities are carried out. In addition, since point promotion guidance and service provision guidance are uniformly promoted to customers by screen display and card issuance, and it is not face-to-face guidance, the degree of interest in campaigns and service provision for each customer Not exactly known.
[0008]
  In other words, since the bank usage status cannot be obtained more precisely, in order to enable more effective sales promotion, it is a sales activity corresponding to the individual attribute or status of each individual customer “One-to- One "marketing (permission marketing) is not possible.
[0009]
  The present invention solves such a problem in the conventional technology, and collects and updates customer bank usage status information at a head office or a plurality of sales offices through a communication network, and uses this customer visit to the bank. Customer information and sales information can be communicated to the sales department along with status information and information on current campaigns and services, enabling effective sales promotion activities for each customer. An object is to provide a communication notification method of information, a bank communication system, and a program.
[0010]
[Means for Solving the Problems]
  In order to achieve the above object, the present invention provides:An ATM with a bank card reader that is connected to an accounting system that handles data processing for financial transactions such as cash deposits, refunds and transfers, and the names and finances of all customers at the bank. An integrated MCIF server device that collects customer information including transaction status and stores the collected customer information in a customer database file (MCIF), installed in each branch office of the bank, and connected to the ATM via a LAN And the integrated MCIF server device is connected to the closed communication network via a separate bidirectional communication line, and stores the customer information for each customer processed in the ATM at the store. A plurality of branch MCIF server devices that temporarily store the customer information and transmit the customer information to the integrated MCIF server device; The branch office MCIF server device and a data processing device or a mobile terminal device connected via the LAN or a private wireless communication network, and the integrated MCIF server device transmits from the branch office MCIF server devices. The customer information is collected and updated, and the updated customer information is transferred to the sales office MCIF server device via the bidirectional communication line, and the sales office MCIF server device is configured as the integrated MCIF server device. The customer information transmitted from the store is stored in the store database device, and the customer information of the customer who has visited the store based on the bank card inserted in the ATM card reader is stored in the store database device. Read and obtain the updated latest customer information of the customer who came to the store, and the LAN or local wireless Provided is a customer visit information notification system in a bank characterized by notifying a customer visit via a communication network and transmitting the latest customer information of the customer to the data processing device or portable terminal device. Is.
[0011]
  Here, the bidirectional communication line connecting the integrated MCIF server device and the branch store MCIF server device is a TCP / IP network.
[0012]
  Then, the integrated MCIF server device automatically transfers the updated customer information to the branch store MCIF server device at a preset time, or upon request from the branch store MCIF server device. Forward.
[0013]
  Further, the integrated MCIF server device transfers only the customer information of the specific customer designated by the branch MCIF server device to the branch MCIF server device.
[0014]
  In this case, the integrated MCIF server device sends information on a preset item in the customer information of the customer to the sales branch MCIF server device or stores the customer in question. The customer information of all items related is transferred.
[0015]
  Further, the sales office MCIF server device displays a screen to the effect that the sales staff is in charge on the ATM display screen device used by the customer.
[0016]
  In addition, the customer who is in charge of the sales representative is assumed to be a customer having information indicating a preset transaction state in the customer information of the customer.
[0017]
  Further, the sales office database device of the sales office MCIF server apparatus is characterized in that information obtained when the sales representative contacts the customer is inputted.
[0018]
  By the way, the data processing device or the portable terminal device displays the customer information and the latest customer information of the customer via the LAN or the local wireless communication network, together with a screen display means for displaying the customer information, a sound output means, At least one of vibration display means and screen change processing means is provided.
[0019]
  In addition, the visit of the customer from the branch office MCIF server device to the mobile terminal device and the transmission of the customer information of the customer are a public mobile communication network instead of the local wireless communication network or together with the local wireless communication network. It is done through.
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[0036]
  As a result, in the customer store information notification system in the bank of the present invention, it is a basic system of the bank, and without changing the account system with enormous change work time and cost even for some system changes, With the system alone, each bank branch can quickly provide a campaign and service guide that immediately responds to the updated customer information of the customer when the customer visits the store.
[0037]
  Then, the sales staff and the manager who received the communication notification of the customer can immediately carry out effective sales promotion activities facing the customer. In other words, precise “One-to-one” marketing / permission marketing for each customer is possible, and effective sales promotion activities can be performed for each customer who visits the store.
[0038]
DETAILED DESCRIPTION OF THE INVENTION
  next,Customer visit information notification system in the bank of the present inventionThe embodiment will be described in detail with reference to the drawings.
[0039]
  FIG. 1 illustrates the present invention.The customer store information notification system in the bankIt is an external view which shows the structure in embodiment.
  In FIG. 1, this example integrates customer information with a general center communication system 1 provided in a bank head office, a management center, and the like, a branch office communication system 2 provided in a bank branch, an ATM store, and the like. The main store communication system 3 for processing (for example, customer information registration and version upgrade management) and the frame relay network 4 as a TCP / IP network to which these communication systems 1 to 3 are connected are provided.
[0040]
  The integrated center communication system 1 shown in FIG. 1 includes an MCIF server device 10 (10a, 10b) as an MCIF system, a management server 11 that executes basic computer processing, and collection information of bank usage status for each customer (this implementation) In the embodiment, it has a database device 12 for updating and collecting and transferring customer information). Further, the general center communication system 1 is provided with a communication control device BCN 13 for executing communication control with the frame relay network 4.
[0041]
  The branch office communication system 2 shown in FIG. 1 includes a concentrator (hub) that accommodates each device, for example, a router 20 equipped with a firewall application for intrusion prevention and a UNIX workstation LAN (10BASE-T standard). ) 21, a switch 22, a small general-purpose computer 23 for various business processes, and a small general-purpose computer 24 for communication notification management.
[0042]
  Further, the sales office communication system 2 includes a database device 25 as a sales office management MCIF system and a sales office MCIF server 26 in the sales office, and further includes an automatic teller machine (ATM) 27 in which a plurality are installed. ing.
[0043]
  The database device 25 temporarily stores the collected information of the new bank usage status of the customers who visit the store for each branch and transfers it to the general center communication system 1, and the bank usage status from the general center communication system 1. The collected information is stored when downloaded.
[0044]
  Further, the sales office communication system 2 includes a wireless terminal adapter (wireless TA) as a transmission device that receives and transmits collected information on the bank usage status such as the customer name and family when the customer visits the store. 28 and a portable terminal 29 that receives the transmission information from the wireless TA 28 and displays it on the screen. That is, the sales office communication system 2 is a private PHS system (private wireless communication network) compared with a so-called PHS (Personal Handyphone System) system of a public line network.
[0045]
  Note that a combination of the small general-purpose computer 24, the wireless TA 28, and the portable terminal 29 is appropriately referred to as a store communication notification system.
[0046]
  Further, the sales office communication system 2 is provided with a UPS (uninterruptible power supply device) that performs battery backup (not shown) to each device compatible with an operation system (OS / Windows NT, etc.), a page printer that performs various print outputs, and the like. It is common that
[0047]
  In the case of the PHS system or PDC (Personal Digital Cellular Telecommunication System) system, the wireless TA 28 in the sales office communication system 2 is a radio equipped with a frequency switching synthesizer that performs communication with the mobile terminal 29 and a received electric field strength (RSSI) detector. A transmission / reception unit, modulation / demodulation unit, time division multiplexing unit, codec (encoding / decoding) unit, microprocessor (MPU), external interface (I / F, for connection to small general-purpose computer 24), memory, etc. Configuration is conceivable.
[0048]
  Further, in the case of the PHS system or the PDC system, the mobile terminal 29 is a frequency switching synthesizer, a wireless transmission / reception unit including a received electric field strength (RSSI) detection unit, a modulation / demodulation unit, a time division multiplexing unit, a codec (coding / coding). Decoding) section, microprocessor (MPU), external interface (I / F) section, memory, keypad, incoming display display unit such as light emitting diode and liquid crystal display, microphone for transmission and speaker for reception The configuration is well known.
[0049]
  The portable terminal 29 is not limited to a portable device, and a modification using a public line network as a public mobile communication network that is a PHS method or a PDC method that does not use a fixed device or the wireless TA 28 is also used. These modifications will be described in detail with reference to FIGS. 3 and 4 below.
[0050]
  The main store communication system 3 shown in FIG. 1 includes a router 30, a switch 31, a server 32, and an MCIF server (main store MCIF client) 33 at the main store.
[0051]
  The frame relay network 4 shown in FIG. 1 has a known configuration and transmission method, and is a communication network configuration developed from ISDN in which a digital exchange (PBX) is installed in a circuit network.
[0052]
  The frame relay network 4 may apply another high-speed transmission method (for example, non-target type digital transmission), or may apply a high-speed communication method (for example, gigabit high-speed data communication method). Further, the frame relay network 4 functions similarly in the analog telephone network PSTN (Public Switched Telephone Network) when the traffic volume is small.
[0053]
  The server shown in FIG. 1 is obtained by adding a communication protocol function, a database tracking processing function, and the like to a general-purpose computer, and the operation is basically the same as that of the general-purpose computer.
[0054]
  The configuration shown in FIG. 1 corresponds to a business system that processes bank usage status collection information for each customer. The account system provided together with the business system is for processing cash deposits and withdrawals, bank transfer remittance, etc. This business system and the account system are independent on the communication network configuration. ing. The accounting system is a core system of a bank, and enormous change work time and cost are involved even for some system changes. Therefore, since it cannot be easily changed, the present invention is implemented on a business system. Thus, since the billing system is not directly related to the present invention, its illustration and description are omitted.
[0055]
  FIG. 2 is a block diagram showing a configuration example of a main part of the ATM 27.
  2, the ATM 27 includes an interface (I / F) circuit 41, a microcomputer 42, a memory 43, a drive device 44 for an information recording medium, and a video (V) -ROM 45. Further, the ATM 27 includes a color display device (CRT or LCD) 46 and an input operation device 47 configured as a touch panel, a hard disk device 48 serving as a database storing customer information, a speaker 49 for sound output, and an I / O circuit 50. I have.
[0056]
  Further, the ATM 27 includes a cash storage / withdrawal mechanism 51, a deposit / withdrawal card reader 52, a font circuit 53 for storing screen fonts, for example, a dot font, a passbook reading / printing device 54, and a composition. An audio output circuit 55 is provided.
[0057]
  The general center communication system 1, the sales office communication system 2, and the main store communication system 3 implement the present invention by a communication protocol and program executed by the MPU. The communication protocol and program are implemented by combining a general-purpose TCP / IP communication protocol and program with a dedicated communication protocol and program for carrying out the present invention. In other words, it is provided as a general-purpose software package (information recording medium such as a CD-ROM or MO) having a distribution property. Note that this information recording medium also includes solid-state semiconductor devices such as a semiconductor memory and a digital signal processor (DSP). Furthermore, the above-mentioned program that transmits on a communication network is also within the scope of the present invention.
[0058]
  FIG. 3 is a diagram for explaining a detailed configuration and a modification example of the mobile terminal 29 in FIG. 1, and FIG. 4 is a diagram for explaining a further modification example of the configuration of the mobile terminal 29 in FIG. .
[0059]
  Referring to FIG. 3, the sales office communication system 2 includes a wireless TA 28 for receiving a customer visit and information about the customer from a small general-purpose computer 24 for information notification management, and transmitting information from the wireless TA 28. And a mobile terminal 29 for receiving and displaying the screen.
[0060]
  Here, the mobile terminal 29A is used by, for example, a sales representative (floor ready) in a bank, and receives a PHS mobile phone 60 as a receiving device and two-way communication, and a mobile computer (mobile information processing terminal). ) And a cellular phone 60 and the palmtop terminal 62 are connected by a modem 63 and a cable (wired connection).
[0061]
  The mobile terminal 29B includes a PHS mobile phone 60 and a small general-purpose computer 61 as a fixed information processing device, and a modem (transmission device) between the mobile phone 60 and the small general-purpose computer 61 is provided. Wired connection.
[0062]
  Further, the mobile terminal 29 </ b> C includes a PHS mobile phone 60, and a Bluetooth transmitter / receiver 64 as a wireless line connection device connected to the PHS mobile phone 60. Furthermore, it has the palmtop terminal 65 provided with the transmitter / receiver connected with this transmitter / receiver 64 in the radio | wireless area of a weak radio wave.
[0063]
  Further, a management device 66 that performs the same operation as the portable terminal 29 is provided. The management device 66 is, for example, a small general-purpose computer installed on a salesperson's desk or the like. The management device 66 is used to give advice to a sales guide (floor ready) in the bank. The management device 66 uses the deposit officer's seat, the loan officer's seat, the branch manager, etc. together with the sales person in charge to carry out effective sales promotion activities for each customer.
[0064]
  In this configuration, the management device 66 may be configured by a LAN (LAN server is omitted) and wired interface connection, or may be directly interfaced to the small general purpose computer 24 (for example, USB / SISC interface connection).
[0065]
  Referring to FIG. 4, in this example, a PHS public mobile communication network is applied instead of the wireless TA 28. In this example, a modem 70 is connected to the small general-purpose computer 24 of the sales office communication system 2, and a digital mobile telephone network 71 is connected to the modem 70. The mobile terminals 75A, 75B, and 75C having basically the same configuration and operation as the mobile terminals 29A to 29C corresponding to FIG. 3 are provided in the wireless section of the digital mobile telephone network 71 with the outdoor device (cell base station). doing.
[0066]
  The operation of this embodiment will be described below.
  In FIG. 1, the general center communication system 1, the sales office communication system 2, and the head office communication system 3 execute, for example, the program / protocol stack shown in FIG.
[0067]
  FIG. 5 is a diagram for explaining a main part program protocol stack having the configuration shown in FIG.
(1) In the general center communication system 1,
・ Delivery control application
・ MCIF control application
・ OS (Windows NT)
・ TCP / IP (Transmission
Control Protocol / Internet Protocol)
protocol)
(2) In the store communication system 2,
TCP / IP (communication protocol)
・ OS (Windows NT)
Execution of file transfer (distribution file) between the distribution application (ATM 27) and the branch office MCIF server 26
  The files to be transferred are a moving image (initial screen), a still image (during transmission screen), a still image (customer-specific screen), a telop (initial screen), and a Zengin information file.
・ Delivery control application
・ Distribution file (Registration target file and previous generation file registration)
・ MCIF application (search / answer of customer attribute information)
・ MCIF control application
・ Store MCIF (MCIF search of a store using a database engine)
(3) In ATM27,
・ TCP / IP
・ Communication application for account transactions
・ OS (Windows NT)
・ Middleware to absorb OS differences
・ Business application (for account transactions)
・ MCIF linked file distribution / video phase
[0068]
  With such a program / protocol stack of (1) to (3), in the MCIF linkage, a customer information (bank usage status collection information) request and customer information reply sequence is executed, and in file distribution, A sequence of distribution request and distribution response is executed.
[0069]
  The head office communication system 3 registers and version management of customer segment information (individual information obtained by subdividing bank usage status collection information (customer information)) into the general center communication system 1 and customers from the general center communication system 1. The process of acquiring store visit information is executed.
[0070]
  Each small general-purpose computer or server shown in FIG. 1 is obtained by adding a communication protocol function, a database tracking processing function, or the like to a general-purpose small computer or computer configuration, and has basically the same configuration as the operation.
[0071]
  In the case of the ARIB-28 standard PHS system, the wireless TA 28 and the mobile terminal 29 perform communication at a transmission rate of 32 kbps or 64 kbps (32 kbps × 2), for example.
[0072]
  Note that the ARIB-27 standard PDC system and the TIA standard IS95 system / IMT-2000 N / W-CDMA system may be applied.
[0073]
  The frame relay network 4 is executed by a packet exchange procedure (X.25 protocol or the like) according to the ITU-T recommendation.
[0074]
  FIG. 6 is a diagram showing processing contents between the general center communication system 1 and the sales office communication system 2, and FIG. 7 shows downloading and uploading of customer information between the general center communication system 1 and the sales office communication system 2. It is a flowchart of a procedure.
[0075]
  In FIG. 6, the ATM 27 in the store communication system 2 transfers information (see FIG. 10 below) that the customer uses the ATM 27 to the database device 25 that is a store management MCIF system and the store MCIF server 26 (see FIG. 1). doing. In addition, as will be described below, processing corresponding to the customer segment from the database device 25 and the branch store MCIF server 26, screen display of the contents, and the like are performed. This is, for example, a gift providing service or a screen display guide for events, and issuance of a scratch card described below.
[0076]
  Next, in FIGS. 6 and 7, the sales office communication system 2 determines the acquisition schedule of customer information collected by the general center communication system 1 (steps S1 and S2 in FIG. 7 (hereinafter omitted)). This is the case where, for example, all of the customer information that uses the sales store is captured when the store opens. Further, when a customer inserts a bankbook or bank card into the ATM 27, customer information of only this customer is additionally captured.
[0077]
  After the determination in step S2, the store communication system 2 downloads customer information from the general center communication system 1. As shown in FIG. 6, this download includes customer segment information (individual information obtained by subdividing bank usage status collection information (customer information)), automatic content download, and automatic schedule file download. These are executed with an FTP (File Transfer Protocol) file as shown in step S3 of FIG.
[0078]
  The customer information obtained by this download is stored as a download folder in the database device 25 (see FIG. 1) which is a store management MCIF system of the store communication system 2. If the store communication system 2 fails to acquire the FTP file (step S4: No), the process proceeds to step S9 to create an acquisition failure report of the FTP file, and then writes the FTP file and downloads it. The result file is notified to the integrated center communication system 1 by the upload folder (step S10).
[0079]
  When the store communication system 2 succeeds in obtaining the FTP file (step S4: Yes), the FTP file (corresponding to the currently stored customer information) is deleted and the downloaded customer file is stored in the general center communication system 1. Notification is made (step S5). In this case, the integrated center communication system 1 sets, for example, the currently stored customer information in a rewritten state.
[0080]
  Next, in the sales office communication system 2, when the FTP file deletion is successful (step S6: Yes), the import file is transferred to the management folder (the database device 25 which is the sales office management MCIF system and the sales office MCIF server 26 / see FIG. 1). Storage processing is performed (step S7). If this storage is successful (step S7: Yes), the process proceeds to step S9 to create a success report of the FTP file acquisition, then write the FTP file, and download the download result file by the upload folder. 1 is notified (step S10).
[0081]
  If acquisition failed in step S4 (No), deletion failed in step S6 (No), and storage failed in step S8 (No), the process proceeds to step S9. A report is created, and then the FTP file is written, and the download result file is notified to the integrated center communication system 1 by the upload folder (step S10).
[0082]
  In this manner, in the sales office communication system 2, when the database device 25 of the sales office management MCIF system and the sales office MCIF server 26 take in customer information from the general center communication system 1, as shown in FIG. Pop-up screen display for communication notification to sales staff, control function for each customer segment, pop-up screen customer segment name display, store visit status display.
[0083]
  FIG. 8 is a flowchart of a detailed upload procedure of customer information of the sales office communication system 2.
  In FIG. 8, the small general purpose computer 24 of the sales office communication system 2 checks the schedule of the sales office MCIF server 26 (step S20). Here, when the branch store MCIF server 26 is stopped (step S21: Yes), the current customer information is taken out from the database device 25 of the branch store management MCIF system. Here, the current customer information is after the closing time of the sales office. In this case, the current customer information is collection information on the bank usage status for each customer up to that day.
[0084]
  When the collection information (customer information) of the bank usage status for each customer up to this date is successfully acquired (step S23: Yes), the branch office MCIF server 26 uses the CSV (Comma Separated Value) for customer information from each customer visit. ) Create a file (step S24). Next, in the case of acquisition failure in step S24 (No), after the CSV file processing in step S24, each report is created, and further, a success report of FTP file acquisition is created (step S25), and then the FTP file Writing is performed, and the download result file is notified to the integrated center communication system 1 by the upload folder, and the shutdown standby state is entered (steps S26 and S27).
[0085]
  In this way, the MCIF system (the general center communication system 1) can provide customer information (individual information obtained by segmenting customer segment information / bank usage status collection information (customer information)) corresponding to each branch, for example, The customer's bank number, sales office (branch) number, and account number are extracted as a customer database. Further, an ATM screen is set in the customer database information, and the campaign and service execution information for the customer are exported. The store management MCIF system (database device 25 and store MCIF server 26) of the store communication system 2 Import (download / install). Thereafter, communication notification to the sales department described in detail with reference to FIGS. 14 to 17 is performed.
  Hereinafter, the main processing of these store management MCIF systems (database device 25 and store MCIF server 26) will be described in detail.
[0086]
  9 is a diagram for explaining the stored contents of the database device 25 in the sales office communication system 2 in FIG. 1, and FIG. 10 is a diagram for explaining the detailed stored contents of the database device 25.
[0087]
  Referring to FIG. 9 and FIG. 10, the information here is customer information managed by the MCIF system (the general center communication system 1) and the branch store management MCIF system. The stored content includes a customer table and a store visit table, and this stored content is customer attribute information. In other words, the transaction information of the customer on a daily basis and information having different properties for each customer. Customer tableDuring the period required for business (at least during account opening)Stored, the extracted customer data and the display message are associated with each other, which includes a bank number, a branch office number, an account number, a name, a screen ID, and a campaign receipt (scratch card). The store visit table has a storage period, and includes date, time, bank number, branch (business store) number, automatic machine number, and customer support. FIG. 10 shows the customer information items shown in FIG. That is, each item indicates customer segment information (individual information obtained by subdividing bank usage status collection information (customer information)). Note that the contents stored in the items (for example, notation such as actual address names) are omitted.
[0088]
  With respect to this item, a selection is made as to whether or not to perform communication notification when visiting a customer. This selection is made in accordance with a campaign planned by the head office on the head office communication system 3 (head office) side. For example, during a mortgage campaign, a home purchase age group, a replacement age group, or the like is selected. This selection is performed by selecting a setting for performing communication notification at the time of visit to the items (customer segment information) in the customer table and the visit table shown in FIG. 9 of the MCIF system (the general center communication system 1) from the main store communication system 3. Do. In such selection, regardless of the nationwide selection of the house purchase age group or the replacement age group corresponding to the above-mentioned mortgage campaign, it is possible to select and limit the customer according to the region, the period, and the product type.
[0089]
  The item (customer segment information) in the customer table and the visit table shown in FIG. 9 in which this selection setting has been made is a download request from the store management MCIF system (the store communication system 2 / database device 25, the store MCIF server 26). Is received from the MCIF system / integrated center communication system 1 and transferred.
[0090]
  The head office communication system 3 (the server 32 and the head office MCIF client 33) acquires customer segment information, version management associated with system changes, and processing for acquiring new information from customer visits from the general center communication system 1. Is running. The head office communication system 3 plans new campaigns and services based on the new information from this store visit.
[0091]
  FIG. 11 is a flowchart sequence diagram showing a processing procedure between the ATM 27 and the store management MCIF system (the database device 25 and the store MCIF server 26), and FIG. 12 shows the ATM 27 and the store management MCIF system (the database device). 25 and a branch office MCIF server 26).
[0092]
  11 and 12, here, the sales office management MCIF system (the database device 25 and the sales office MCIF server 26) generates customer information for the sales staff and carries it from the small general-purpose computer 24 and the wireless TA 28 in FIG. The process until notification to the terminal 29 is shown.
[0093]
  11 and 12, customer information (bank usage status collection information / segment information, see FIG. 10) extracted from the MCIF system (the general center communication system 1) is the database device 25 and the sales office of the sales office communication system 2. It is stored in the MCIF server 26.
[0094]
  Thereafter, the TCP / IP link open (LAN connection) shown in FIG. 5 is opened between the database device 25 and the branch store MCIF server 26 and the ATM 27, and the customer is connected to the card reader 52 of the ATM 27 shown in FIG. A card is inserted, or a passbook is inserted into the passbook reading / printing device 54 shown in FIG. The customer information (bank number, branch (sales office) number, account number, etc.) shown in FIG. 9 is read and the customer information is transferred to the sales office MCIF server 26.
[0095]
  The branch store MCIF server 26 searches for customer service execution information. The special screen information for each customer that can be searched here is transferred to the ATM 27, and the ATM 27 displays the customer special screen on the color display device 46 in FIG. This customer special screen is the current campaign contents and service provision contents. If the customer service execution information cannot be retrieved, a withdrawal with a normal customer bank transaction display screen is performed.
[0096]
  Further, in the retrieved customer information, the branch store MCIF server 26 updates the store visit table when the customer is a special customer, and the small general-purpose computer 23 in FIG. The manager of the sales office management MCIF system (database device 25 and sales office MCIF server 26) is cautioned. Then, communication notification regarding the visit of a special customer is performed from the wireless TA 28 to the portable terminal 29 through the small general-purpose computer 24 shown in FIG.
[0097]
  A specific example of the contents of service provision when the customer special screen is displayed on the color display device 46 in FIG. 2 will be described next.
[0098]
  FIG. 13 is a diagram showing a specific example of the contents of service provision in FIG.
  In FIG. 13, a specific example of this service provision content is a so-called scratch card. For example, the customer is provided with points according to the score of the scraped portion of the scratch card, or a free gift is provided.
[0099]
  In this case, customer responses due to campaign provision and service provision, that is, customer response status of ATM 27 is automatically collected as customer information in the database device 25 and the branch MCIF server 26 and updated to the general center communication system 1. Is done. Further, since the handling status of the scratch card for each customer is found through conversation at a bank window or the like, this information is transferred from the small general-purpose computer 23 or the like to the database device 25 and the branch office MCIF server 26.
[0100]
  This makes it possible to collect more precise customer information. Therefore, based on the new customer information, more effective sales promotion activities can be performed for each next visit customer.
[0101]
  Customer information collected through such sales promotion activities is collectively collected by the general center communication system 1, and the customer visit and customer information is transferred to the sales department in the sales office communication system 2 incorporating the customer information. Notification is made by communication. In other words, effective sales promotion activities corresponding to each customer are also performed by the deposit officer, the loan officer, the branch manager, etc. together with the sales guide in the bank and the sales representative.
[0102]
  Hereinafter, communication notification of customer visits and customer information to the sales department will be described.
  FIG. 14 is a diagram for notifying the sales department of customer visits and customer information, and explaining the sales promotion activities, and FIG. 15 is a flowchart showing a communication notification process procedure.
[0103]
  In FIG. 14, “communication notification concerning the visit of a special customer set in advance” is performed from the wireless TA 28 to the portable terminal 29 through the small general-purpose computer 24 shown in FIG. This transfer data is displayed on the screen of the portable terminal 29 in the store communication notification system.
[0104]
  The “special customer set in advance” here is based on the selection setting for performing communication notification at the time of visit to the items (customer segment information) in the customer table and the visit table shown in FIG. .
[0105]
  As shown in FIG. 15, first, the store management MCIF system (the database device 25 and the store MCIF server 26) of the store communication system 2 automatically receives customer information from the ATM 27 as shown in FIG. S30). For this customer information, the store MCIF server 26 of the store management MCIF system searches the database device 25 (step S31).
[0106]
  If the customer information is hit in this search (step S32: Yes), the setting of the pop-up display is further determined (step S33). If the setting is set here (Yes), the store MCIF server 26 displays the pop-up Display is performed (step S34). Next, it is determined whether transfer of customer information (wireless transmission) is set (step S35). If transfer is set (Yes), transmission from the wireless TA 28 to the portable terminal 29 is executed (step S36). , S37). When this transmission (communication notification) is executed, it is possible to display on the color display device 46 shown in FIG.
[0107]
  In the example of the mobile terminal 29A of FIG. 3, it is determined that the PHS mobile phone 60 is powered on (ON) (step S38). . Here, it is determined whether or not the PHS mobile phone 60 has received the transmission wave of the transfer data from the wireless TA 28 (step S40). When this reception is performed (Yes), the customer information is transferred to the palmtop terminal 62. The palmtop terminal 62 displays the received transfer data (customer information) on the screen as shown in FIGS.
[0108]
  FIG. 16 is a diagram for explaining display contents of customer information in communication notification.
  In FIG. 16, (a) shows a display start state of segmented data in customer information, and (b) shows a state in which segmented data in customer information is additionally displayed.
[0109]
  In the display contents in this communication notification, for example, in FIG. 16A, the palmtop terminal 62 in the mobile terminal 29A shown in FIG. “Investment trust target” as a customer segment in the collected information (customer information) is displayed. Further, the customer name “Asahi Taro” corresponding to this customer segment is displayed, and the “operation start time” of ATM 27 is displayed.
[0110]
  A sales representative who receives the information on the display screen, for example, a sales guide shown in FIG. 14, faces a customer who operates the ATM 27 having the number 10 and conducts sales promotion activities. For example, whether there is a current problem with “investment trust target” or a captured explanation for the campaign or service displayed on the screen during the operation of the ATM 27.
[0111]
  In this screen, “number 10” to “operation start time” are displayed. If this customer name “Asahi Taro” is designated as an object, detailed customer information (see FIG. 10) regarding this customer is sold. The information is taken in from the store management MCIF system (the database device 25 and the store MCIF server 26) of the store communication system 2 and displayed on the screen. This makes it possible to deal with more sophisticated customers.
[0112]
  Next, on the display screen of FIG. 16B subsequent to FIG. 16A, the customer who visited the store and set the communication notification is displayed on the screen. Here, “ATM number 9”, “mortgage” customer name “Asahi Taro”, and “operation start time” of the customer who operates the ATM 27 are displayed on the screen. Also in this case, the sales representative who receives the information on the display screen, for example, the sales guide shown in FIG. 14, faces the customer who operates the ATM 27 with the number 9 and performs the sales promotion activity. For example, whether or not there is a current problem with “mortgage”, or a captured explanation for a campaign or service displayed on the screen during the operation of the ATM 27.
[0113]
  Here, a mark (special color) is displayed in the type column, but this is for customer attention. The selection of the caution display is set in advance in the detailed stored contents of the database device 25 shown in FIGS. That is, an important (excellent) customer is shown for each sales office, or the display color is changed to distinguish a customer having a problem (repayment is delayed / bad).
[0114]
  When this customer name “Asahi Hanako” is designated as an object, detailed customer information (see FIG. 10) regarding this customer is obtained from the branch management MCIF system (database device 25 and branch MCIF server 26) of the branch communication system 2. Capture and display on screen. Therefore, it becomes possible to deal with more precise sales for each customer. Further, the following screen is displayed.
[0115]
  FIG. 17 is a diagram for explaining other display contents of customer information in communication notification.
  17A shows a display state of all segmented data in customer information, and FIG. 17B shows a scroll display state of segmented data in customer information.
[0116]
  Next, on the display screen of FIG. 17A following FIG. 16B, the maximum number of customers that can be displayed is shown. Here, eight pieces of customer information are displayed on the screen. The display contents are the same as those shown in FIGS. If there is a customer who has visited the store next in the maximum number of customers who visit the store, the customer information in the column of the customer who visited the oldest first is deleted. Then, new customer visit information is additionally displayed. That is, at the time of full performance, scrolling up by one line is automatically performed when customer information is received by subsequent communication notification.
[0117]
  Next, communication notification corresponding to the configuration of the mobile terminal 29 shown in FIGS. 3 and 4 and screen display thereof will be described.
[0118]
  The above is an example of the mobile terminal 29A (local PHS mobile phone 60 / palmtop terminal 62) shown in FIG. 3, but in the mobile terminal 29B, instead of the palmtop terminal 62, a small general-purpose computer 61 that is a fixed device. Is adopted. The display contents are the same as those shown in FIGS. 16 (a) and 16 (b) and FIGS. 17 (a) and 17 (b). In this configuration, the customer information concerning the visitor can be displayed on the large screen of the small general-purpose computer 61 by using the local PHS system. In this case, together with the sales representative, the deposit office, loan office, branch manager, etc. will be able to view the display screen by one person or many people, and the sales guidance representative ( So-called floor ready etc.).
[0119]
  In the mobile terminal 29 </ b> C of FIG. 3, customer information is communicated and notified from the mobile phone 60 to the Bluetooth transceiver 64. In this case, since it is wireless connection, the cellular phone 60 can be stored in the pocket of clothes, and only the transceiver 64 can be held and operated with one hand. That is, the device can be easily carried (business activity). The display contents are the same as those shown in FIGS. 16 (a) and 16 (b) and FIGS. 17 (a) and 17 (b).
[0120]
  Next, in the fixed management device 66 that performs the same operation as that of the portable terminal 29, the display contents are the same as those shown in FIGS. 16 (a) and 16 (b) and FIGS. 17 (a) and 17 (b). In other words, together with the sales representative, the deposit officer's seat, the loan officer's seat, the branch manager, etc. will be able to view the display screen by one person or many people, and perform effective sales promotion activities for that customer together with the sales guide. Will be able to.
[0121]
  Next, in the configuration shown in FIG. 17, a PHS public mobile communication network is used instead of the wireless TA 28. Here, the mobile terminals 75A to 75C are the same as the mobile terminals 29A to 29C described above. The display contents are the same as those shown in FIGS. 16 (a) and 16 (b) and FIGS. 17 (a) and 17 (b). The same applies to sales activities such as sales representatives, deposit offices, loan offices, and branch managers.
[0122]
  This configuration eliminates the need for the wireless TA 28 and simplifies its maintenance. Further, in the system using this PHS public mobile communication network, it is necessary to prevent destruction of customer information. For example, wiretapping (malicious data acquisition on the communication path), denial (denial of communication at the communication partner), remodeling (modification of transmission data by a third party on the communication path) as destruction of this customer information, There is impersonation (a third party impersonates another person to transmit data). For this reason, it is preferable to take measures to prevent destruction of customer information and the like using a conventional encryption system or a public key encryption system (RSA, MH).
[0123]
  In the system using the PHS public mobile communication network, the MCIF system (the general center communication system 1) is not directly connected from the mobile terminals 29A to 29C via the store management MCIF system (the database device 25 and the store MCIF server 26). New customer information can be transferred to In this case, the MCIF system (the general center communication system 1) may be equipped with a communication connection terminal of the PHS public mobile communication system, or the frame relay network 4 may be connected to the PHS public mobile communication network with a gateway device. .
[0124]
  Hereinafter, modifications other than the screen display in communication notification will be described.
  The communication notification described above is performed by bidirectional communication using the TCP / IP link shown in FIG. Therefore, new customer information obtained from the palmtop terminals 62 and 65 and the small general-purpose computer 61 shown in FIGS. 3 and 4 in the portable terminal 29 is stored in the store management MCIF system (database device 25, store MCIF). Server 26).
[0125]
  In the above-described example, the incoming vibrator call on the mobile terminal 29 is illustrated as a communication notification. However, by mounting a sound source board (sound output means) on the mobile terminal 29, the customer visit can be visited. The sound to be notified can be output. In addition, display means by vibration, processing means for changing the screen, and the like can be provided.
[0126]
  In this case, a visitor who is working is easily identified. Further, even if the customer column of a new visitor blinks (flashes) on the display screen, the visitor of the new customer can be easily identified. In addition, the mobile terminal 29 can be provided with a light emitting display at a position that can be clearly seen by the sales staff, and display notification thereof can be performed.
[0127]
【The invention's effect】
  As is clear from the above explanation,Customer visit information notification system in the bank of the present inventionAccording toThe latest updated system at each bank's branch office with only the business system, without changing the account system with a huge amount of change work time and expense, even for a few system changes. In order to quickly provide campaigns and service guidance that respond to customer informationBased on the bank usage status, the customer's visit to the store is notified to the sales staff through the store communication notification system together with information on the customer's bank usage status.
[0128]
  As a result, there is an effect that the sales staff or the manager who receives the communication notification can perform effective sales promotion activities immediately facing the customer.
[0129]
  Furthermore, according to the present invention, it is possible to collect more detailed information on the bank usage status of customers through immediate sales promotion activities by sales representatives and managers.It will beAs a result, based on the information on the bank usage status of the new customer, there is an effect that more effective business promotion activities can be performed for the customer who visited the store next time.
[Brief description of the drawings]
FIG. 1 is an external view showing a configuration in an embodiment of the present invention.
FIG. 2 is a block diagram illustrating an exemplary configuration of a main part of the ATM in FIG.
FIG. 3 is a diagram for explaining details and a modification example of the mobile terminal configuration in FIG. 1;
FIG. 4 is a diagram for explaining a further modification of the mobile terminal configuration in FIG. 1;
5 is a diagram for explaining a main part program / protocol stack having the configuration shown in FIG. 1; FIG.
FIG. 6 is a diagram showing the processing contents between the general center communication system and the branch store communication system in the embodiment.
FIG. 7 is a flowchart of a procedure for downloading and uploading customer information between the general center communication system and the sales office communication system in the embodiment.
FIG. 8 is a flowchart of a detailed upload procedure of customer information of the sales office communication system in the embodiment.
FIG. 9 is a diagram for explaining the stored contents of the database device in the sales office communication system in FIG. 1;
FIG. 10 is a diagram for explaining detailed storage contents of the database device according to the embodiment.
FIG. 11 is a flowchart sequence diagram showing a processing procedure between the ATM and the branch management MCIF system in the embodiment.
FIG. 12 is a block diagram for explaining processing between the ATM and the branch store management MCIF system in the embodiment.
FIG. 13 is a diagram illustrating a specific example of service provision contents in the embodiment.
FIG. 14 is a diagram for explaining a sales promotion activity by communication notification of customer visits and customer information to a sales department or the like in the embodiment.
FIG. 15 is a flowchart illustrating a communication notification processing procedure in the embodiment.
FIG. 16 is a diagram for explaining display contents of customer information in communication notification according to the embodiment.
(A) The display start state of the segmented data in the customer information is shown.
(B) A state in which segmented data in customer information is additionally displayed.
FIG. 17 is a diagram for explaining other display contents of customer information in communication notification;
(A) The display state of all segmented data in customer information is shown.
(B) A scrolling display state of the segmented data in the customer information is shown.
[Explanation of symbols]
  1. General center communication system
  2 Sales office communication system
  3 Head office communication system
  4 Frame relay network
  11 Management server
  12 Database device
  23, 24, 61 Small general-purpose computer
  27 Automatic teller machine (ATM)
  28 Wireless TA
  29, 29A-29C, 75A-75C portable terminal
  33 Head office MCIF client
  60 Mobile phone
  62,65 Palmtop terminal
  64 transceiver
  66 Management device
  71 Digital mobile telephone network

Claims (10)

An ATM system connected to a billing system that performs data processing for financial transactions such as depositing cash, refunding, and remittance via a closed communication network, and a bank card card reader;
An integrated MCIF server device that collects customer information including the names and financial transaction status of all customers in the bank and stores the collected customer information in a customer database file (MCIF);
Installed in each bank branch, connected to the ATM via a LAN, and connected to the integrated MCIF server device via a separate two-way communication line from the closed communication network. A plurality of branch MCIF server devices for temporarily storing customer information for each customer processed in the ATM in the branch store database device and transmitting the customer information to the integrated MCIF server device;
The branch office MCIF server device and the data processing device or portable terminal device connected via the LAN or local wireless communication network,
The integrated MCIF server apparatus collects and updates the customer information transmitted from the plurality of branch office MCIF server apparatuses, and updates the customer information via the bidirectional communication line. Forward to
The store MCIF server device stores the customer information transmitted from the integrated MCIF server device in the store database device, and visits the store based on the bank card inserted in the ATM card reader. The customer information of the customer who has been visited is read from the store database device, the updated latest customer information of the customer who has visited the store is obtained, and the customer visit and the latest customer information are obtained via the LAN or the local wireless communication network. The customer store information notification system in the bank is characterized in that the customer information is transmitted to the data processing device or the mobile terminal device. 2. The customer store information notification system in a bank according to claim 1, wherein the two-way communication line connecting the integrated MCIF server device and the branch store MCIF server device is a TCP / IP network. The integrated MCIF server device automatically transfers the updated customer information to the store MCIF server device at a preset time, or transfers it when requested by the store MCIF server device. The customer store information notification system in the bank according to claim 2. 3. The customer visit at the bank according to claim 2, wherein the integrated MCIF server device transfers only customer information of a specific customer designated by the store MCIF server device to the store MCIF server device. Information notification system. The integrated MCIF server device transfers information related to preset items in the customer information of the customer or stored customer information of all items related to the customer to the branch MCIF server device. The customer visit information notification system in the bank according to claim 4. 2. The customer store information notification system in a bank according to claim 1, wherein the store MCIF server device displays a screen to the effect that a sales representative contacts the customer on the display screen device of the ATM used by the customer. . 7. The customer store information notification system in a bank according to claim 6, wherein the customer to whom the sales representative serves is a customer having information indicating a preset transaction state in the customer information of the customer. 8. Customer visit information at a bank according to claim 6 or 7, wherein information obtained when a sales representative contacts the customer is input to the store database device of the store MCIF server device. Notification system. Customer visits and relevant via the LAN or local wireless communication network The data processing device or portable terminal device for the latest customer information of a customer comprises at least one of a sound output means, a vibration display means, and a screen change processing means, together with a screen display means for displaying the customer information. The customer store information notification system in the bank according to claim 7. The visit of the customer from the branch office MCIF server device to the mobile terminal device and the transmission of the customer information of the customer are performed via a public mobile communication network instead of the private wireless communication network or together with the private wireless communication network. The customer store information notification system in the bank according to claim 1, wherein

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