Customer management system, customer management method, and program

Abstract

We provide a customer management system that allows for the centralized management of customers who visit a store, based on the number of customers who registered at the same time. [Solution] In a customer management system in which a reception terminal, a management terminal, and a store terminal communicate with each other via a communication network, the store terminal 4 includes a customer visit history management unit 401 that manages customer visit history information for each customer who simultaneously registered their visit at the reception terminal, a list display unit 403 that displays the customer visit history information in chronological order, and a display change unit 404 that changes the display control for the change target history information, which is the customer visit history information selected by the user from the displayed customer visit history information.

Description

Technical Field

[0001] The present invention relates to a customer management system, a customer management method, and a program.

Background Art

[0002] Conventionally, techniques for managing customers who visit a store have been known. For example, in the store management screen displayed in the reservation management system described in Non-Patent Document 1, it is divided into tabs for "Scheduled to Visit", "Visited", and "Canceled". In the list of "Scheduled to Visit", when the "Visit" button in the reservation cassette of the customer who has visited is pressed, the reservation cassette moves from the list of "Scheduled to Visit" to the list of "Visited".

Prior Art Documents

Non-Patent Documents

[0003]

Non-Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] In the reservation management system described in Non-Patent Document 1, the screen for "reserved customers" and the screen for "walk-in (customers who come directly without a reservation)" are separated, and it is not possible to manage the customers who have visited the "reserved customers" and the customers who have visited the "walk-in" together. Also, in the reservation management system, cancellation can only be performed in "reservation units", and in the case of a meeting, for example, when multiple reserved customers come to the store separately for one reservation, it does not respond. As described above, conventionally, customers who have visited the store have not been managed together in units of customers who have been received at the same time.

[0005] The present invention has been made in view of the above points, and provides a customer management system, a customer management method, and a program that can manage customers who visit a store in a group, on a customer-by-customer basis, for each customer who has registered for their visit at the same time. [Means for solving the problem]

[0006] (1) One aspect of the present invention is a customer management system comprising: a customer visit history management unit that manages customer visit history information for each customer who has simultaneously registered their visit at a reception terminal; a list display unit that displays the customer visit history information in chronological order; and a display change unit that changes the display control for the change target history information, which is the customer visit history information selected by the user from among the displayed customer visit history information. (2) In one aspect of the present invention, in the customer management system described in (1) above, the display change unit changes the history information to be changed from the list of customer history information to hidden. (3) In one aspect of the present invention, in the customer management system described in (2) above, the list display unit displays in chronological order only the customer visit history information that satisfies the filter conditions selected by the user from among the customer visit history information, which are conditions for the management status of the customer visit history information, and the display change unit changes the customer visit history information to be hidden by causing the customer visit history management unit to change the management status of the customer visit history information to be changed to a second management status different from the first management status, when the filter conditions selected by the user indicate a first management status. (4) In one aspect of the present invention, in the customer management system described in (3) above, the list display unit displays the change target history information in chronological order in a manner different from the list of customer history information when the user selects at least the filter condition indicating the second management state. (5) In one aspect of the present invention, in the customer management system described in (2) above, the list display unit displays the customer visit history information in chronological order on the first tab of a plurality of tabs, displays the history information to be changed in chronological order on the second tab of a plurality of tabs, and the display change unit changes the history information to be changed to be hidden on the first tab by changing the history information to be changed selected by the user from the customer visit history information displayed on the first tab to be displayed on the second tab. (6) In one aspect of the present invention, in the customer management system described in (1) above, the customer visit history list screen, which displays the customer visit history information in a list, is displayed on the same screen as other management screens by screen splitting or superimposing.

[0007] (7) One aspect of the present invention is a customer management method comprising: a customer visit history management step of managing customer visit history information on a per-customer basis for customers who simultaneously register their visit at a reception terminal; a list display step of displaying the customer visit history information in chronological order; and a display change step of changing the display control for the change target history information, which is the customer visit history information selected by the user from among the displayed customer visit history information.

[0008] (8) One aspect of the present invention is a program that causes a computer to execute a visit history management step for each customer who has simultaneously registered as a customer at a reception terminal, a list display step for displaying the visit history information in chronological order, and a display change step for changing the display control of the change target history information, which is the visit history information selected by the user from the list of visit history information. [Effects of the Invention]

[0009] According to the present invention, customers who visit a store can be managed collectively on a customer-by-customer basis, based on the customer who registered at the store at the same time. [Brief explanation of the drawing]

[0010] [Figure 1]This figure shows an example of the configuration of the customer management system 1 according to an embodiment of the present invention. [Figure 2] This figure shows an example of the functional configuration of a reception terminal 2 according to an embodiment of the present invention. [Figure 3] This figure shows an example of the functional configuration of a management terminal 3 according to an embodiment of the present invention. [Figure 4] This figure shows an example of an administration screen P10 according to an embodiment of the present invention. [Figure 5] This figure shows an example of a customer visit history list C1 according to an embodiment of the present invention. [Figure 6] This figure shows an example of the functional configuration of a store terminal 4 according to an embodiment of the present invention. [Figure 7] This figure shows an example of the flow of the management screen display process according to an embodiment of the present invention. [Figure 8] This figure shows an example of an administration screen P1 according to an embodiment of the present invention. [Figure 9] This figure shows an example of an operation to change the filter conditions according to the embodiment of the present invention. [Figure 10] This figure shows an example of an operation to hide the customer visit history information C11 according to an embodiment of the present invention. [Figure 11] This figure shows an example of the management screen P1 when the value of the filter condition according to the embodiment of the present invention is "unconfirmed" and the change target history information C12 is changed to hidden. [Figure 12] This figure shows an example of the management screen P1 when the value of the filter condition according to the embodiment of the present invention is "all" and the change target history information C12 is changed to hidden. [Figure 13] This figure shows an example of the management screen P1 when the value of the filter condition according to the embodiment of the present invention is "hidden" and the change target history information C12 is changed to hidden. [Figure 14] This diagram shows an example of a management screen P1a according to a first modified embodiment of the present invention. [Figure 15]FIG. is an example of the management screen P1a when the change target history information C12 according to the first modification of the embodiment of the present invention is changed to "completed" and the store visit history tab P123a is selected. [Figure 16] FIG. is an example of the management screen P1a when the change target history information C12 according to the first modification of the embodiment of the present invention is changed to "completed" and the completed tab P125a is selected. [Figure 17] FIG. is an example of the management screen P1b according to the second modification of the embodiment of the present invention.

Mode for Carrying Out the Invention

[0011] (Embodiment) Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. FIG. 1 is a diagram showing an example of the configuration of the visitor management system 1 according to the present embodiment. The visitor management system 1 includes a reception terminal 2, a management terminal 3, and a store terminal 4. The visitor management system 1 is a system for managing visitors who are customers who have visited the store in the store. The store is, for example, a restaurant. Note that the store may be a store of a business type other than the food service industry.

[0012] In the visitor management system 1, visitors are managed in units of visitors who have been received at the reception terminal 2 at the same time. When the number of reserved customers for one reservation is plural, there are cases where the reserved customers are divided into plural and come to the store at different times, such as in a meeting case. The visitors who have been received at the reception terminal 2 at the same time are visitors who have come to the store together and have the same arrival time received by the reception terminal 2, regardless of whether they are reserved customers or direct visitors. In the visitor management system 1, visitors are managed in units of visitors who have been received at the reception terminal 2 at the same time, rather than in units of reservations.

[0013] The reception terminal 2, the management terminal 3, and the store terminal 4 communicate with each other via the communication network N1. The communication network N1 can be, for example, a mobile communication network, the internet, or a LAN (Local Area Network).

[0014] Reception terminal 2 receives reception operations from customers entering the store. Reception terminal 2 acquires reception information A1 based on the reception operation. Reception terminal 2 transmits the acquired reception information A1 to management terminal 3. Reception terminal 2 is installed, for example, near the entrance of the store. Reception terminal 2 is, for example, a tablet device or a stationary terminal.

[0015] Management terminal 3 performs reception processing based on reception information A1. Based on the reception processing, management terminal 3 transmits seat information D11 to reception terminal 2. Seat information D11 is information indicating a seat to be presented to the customer. Reception terminal 2 presents a seat to the customer based on seat information D11. Management terminal 3 is a computer such as a personal computer (PC) or a server. Management terminal 3 may also be implemented as a cloud server.

[0016] When the reception process is complete, the management terminal 3 sends a reception completion notification E1 to the store terminal 4. The reception completion notification E1 is a notification indicating that the reception process has been completed. The store staff confirms the customer's arrival by checking the reception completion notification E1 displayed on the store terminal 4. The store terminal 4 is, for example, installed in a designated location in the store hall. The store terminal 4 is, for example, a tablet, smartphone, or a stationary terminal.

[0017] The customer management system 1 may be equipped with multiple reception terminals 2 and multiple store terminals 4. The store terminals 4 may be carried by store employees. Multiple store terminals 4 may be carried by multiple store employees. In addition, multiple store terminals 4 may be installed in multiple stores. In that case, various management information will be shared among the multiple stores by the customer management system 1.

[0018] [Functional Configuration of Reception Terminal 2] Figure 2 shows an example of the functional configuration of the reception terminal 2 according to this embodiment. The reception terminal 2 comprises a control unit 20, a storage unit 21, a display unit 22, an operation reception unit 23, a printing unit 24, and a communication unit 25.

[0019] The control unit 20 performs various processes. The control unit 20 includes, for example, a CPU (Central Processing Unit). The control unit 20 includes a reception information acquisition unit 200, a reception-side transmission unit 201, a presentation unit 202, and a display control unit 203. Each of these functional units is realized, for example, by the CPU reading a program from ROM (Read Only Memory) and loading it into RAM (Random Access Memory), and then executing processing according to that program. The ROM and RAM are included in the storage unit 21.

[0020] The reception information acquisition unit 200 acquires reception information A1. Reception information A1 includes customer identification information A11 and visit type information A12. Customer identification information A11 is information for identifying a visiting customer. Customer identification information A11 includes, for example, the customer's name and the date and time of visit. Visit type information A12 is information indicating the type of visit. Visit types include visits with reservations and walk-in visits without reservations. Therefore, visit type information A12 indicates whether the visiting customer is a customer with a reservation or not.

[0021] The receiving-side transmitting unit 201 transmits the reception information A1 acquired by the reception information acquisition unit 200 to the management terminal 3.

[0022] The display unit 202 displays seats to customers. The display unit 202 displays seats to customers based on seat information D11 obtained from the management terminal 3.

[0023] The display control unit 203 performs various controls on the screen displayed on the display unit 22. For example, the display control unit 203 displays a reception screen and a seating guidance screen on the display unit 22. The reception screen is for receiving reception operations from customers who have come to the store. The seating guidance screen is for guiding customers to the seats they have been shown.

[0024] The memory unit 21 stores various types of information. The memory unit 21 is configured using a storage device such as a semiconductor memory device or a magnetic hard disk drive.

[0025] The display unit 22 displays various types of information. The display unit 22 includes, for example, a liquid crystal display or an organic electroluminescent (EL) display.

[0026] The operation reception unit 23 receives various operations from customers visiting the store. The operation reception unit 23 includes, for example, a touch panel. The operation reception unit 23 may also include operation buttons, a mouse, or a keyboard.

[0027] The printing unit 24 performs printing. The printing unit 24 prints a reception ticket indicating the seat number to be presented to the customer. Here, the printing unit 24 is equipped with printer functionality. Alternatively, a separate printer may be connected to the reception terminal 2, and the printing unit 24 may cause the printer to perform printing.

[0028] The communication unit 25 transmits and receives various types of information via the communication network N1. The communication unit 25 communicates with the management terminal 3 and the store terminal 4. The communication unit 25 includes a communication interface (I / F) for wireless communication.

[0029] [Functional Configuration of Management Terminal 3] Figure 3 shows an example of the functional configuration of the management terminal 3 according to this embodiment. The management terminal 3 comprises a control unit 30, a storage unit 31, a display unit 32, an operation reception unit 33, and a communication unit 34.

[0030] The control unit 30 performs various processes. The control unit 30 includes, for example, a CPU. The control unit 30 comprises an information management unit 300, a management terminal reception information acquisition unit 301, a reservation information acquisition unit 302, a reception processing unit 303, a notification unit 304, and a display control unit 305. Each of these functional units is realized, for example, by the CPU loading a program read from ROM into RAM and executing processing according to that program. The ROM and RAM are included in the storage unit 31.

[0031] The Information Management Unit 300 manages various types of information. The Information Management Unit 300 manages the reservation information list B1, the visit history list C1, and the seat schedule D1. Managing information means registering or updating that information. The reservation information list B1 is a list in which the reservation information B11 is arranged in any order. Therefore, the Information Management Unit 300 manages the reservation information B11. The visit history list C1 is a list in which the visit history information C11 is arranged in order according to the time of visit. In other words, the visit history list C1 is a list in which the visit history information C11 is arranged in chronological order.

[0032] The seating schedule D1 is information used to manage seating within the store on an hourly basis. The seating schedule D1 indicates whether a seat is available or not for each individual seat and for each hour. For example, the seating schedule D1 might show that seat number "C001" is assigned to a customer without a reservation from 13:40 to 15:40, and then assigned to a reserved customer "Mr. / Ms. A" from 19:00 to 21:00.

[0033] Figure 4 shows an example of the customer visit history list C1 and seating schedule D1 displayed on the management screen P10. The seating schedule D1 may be managed by mimicking the actual seating layout of the store, as shown in Figures 8 to 17 described later. In this embodiment, an example of when the seating schedule D1 is managed by mimicking the seating layout on the management screen will be described.

[0034] Seat information D11 is information indicating the seat assigned to a customer. Specifically, the reception processing unit 303 identifies whether the customer's visit type is a reservation-based visit or a walk-in visit based on the visit type information A12 included in the reception information A1 transmitted from the reception terminal 2. The reception processing unit 303 executes reception processing according to the identification result. If the reception processing unit 303 determines that the customer's visit type is a reservation-based visit, it identifies the customer from the customer identification information A11, confirms the reserved seat based on the reservation information list B1 and seat schedule D1, and transmits the information of that seat as seat information D11 to the reception terminal 2 via the notification unit 304. At this time, instructions on how to proceed to the seat may also be notified.

[0035] On the other hand, if the information management unit 300 determines that a customer is a direct customer, it searches for available seats based on the seat schedule D1, using the customer identification information A11. If available seats are found, the information management unit 300 updates the seat schedule D1 by adding the customer identification information A11 and transmits information about the secured seats as seat information D11 to the reception terminal 2. If there are no available seats, the information management unit 300 transmits this information to the reception terminal 2. In this case, the information management unit 300 may also notify the customer that there are no available seats, along with the expected time when seats will become available, and ask the customer whether they wish to wait in line.

[0036] Reservation Information B11 is information indicating a reservation. Reservation Information B11 includes, for example, the reservation number, customer name, telephone number, planned date and time of visit, number of people, seat number, order details, reservation method, special notes, and visit registration. The reservation method indicates the means by which the reservation was made, such as via a webpage or telephone. Furthermore, if the reservation was made via a webpage, it is preferable to also display which page the reservation was made through (for example, whether it was submitted via the reservation form on the store's homepage, or via the reservation form on one of the reservation information sites listing the store's information). In Reservation Information List B1, Reservation Information B11 is arranged, for example, in order of reservation number. Note that reservation numbers are issued in the order in which reservations are made. The visit registration item stores an identifier indicating whether or not the customer has already visited the store.

[0037] When the information management unit 300 obtains reservation information B11, it adds it to the reservation information list B1 stored in the storage unit 31. Here, the information management unit 300 obtains the reservation information B11 from a terminal used by the customer (not shown in Figure 1) or from an external server (not shown in Figure 1). An external server is, for example, a server that manages a web page that accepts reservations.

[0038] The customer visit history information C11 is generated based on the reception information A1, which indicates that the reception process has been completed. The customer visit history information C11 includes items such as customer visit number, customer name, date and time of visit, number of people, seat number, type of visit, and service status. The customer name and date and time of visit correspond to the customer identification information A11. The type of visit corresponds to the type of visit information A12.

[0039] The response status indicates, for example, whether or not the first interaction with a customer after they have been seated has been performed by a staff member. The first interaction with a customer after they have been seated is referred to as the "initial interaction." The initial interaction includes, for example, providing water and a wet towel. While the initial order may be taken at the same time as the initial interaction, as mentioned above, the initial interaction is different from taking the first order. However, in stores where customers perform the initial interaction themselves (e.g., self-service), the initial interaction may be considered the first order. The response status is managed based on the staff member's operation on the store terminal 4, as described later.

[0040] Figure 5 shows an example of a customer visit history list C1. Note that customer visit history information C11 may include a telephone number as customer identification information A11. Adding customer visit history information C11 to customer visit history list C1 is also described as adding customer identification information A11 to customer visit history list C1. Therefore, customer visit history list C1 shows customer identification information A11 for which the reception process has been completed.

[0041] The management terminal reception information acquisition unit 301 acquires reception information A1 from the reception terminal 2.

[0042] The reservation information acquisition unit 302 acquires reservation information B11. Here, the reservation information acquisition unit 302 acquires reservation information B11 by reading it from the reservation information list B1 stored in the storage unit 31.

[0043] The reception processing unit 303 executes reception processing based on reception information A1. If the visit type information A12 indicates that the visiting customer is a customer with a reservation, the reception processing involves comparing the customer identification information A11 acquired by the management terminal reception information acquisition unit 301 with the reservation information B11 acquired by the reservation information acquisition unit 302. The reception processing unit 303 executes the above-described reception processing depending on whether the visit type information A12 indicates that the visiting customer is a customer with a reservation or not (a customer without a reservation).

[0044] When the reception processing unit 303 completes the reception processing, the notification unit 304 sends a reception completion notification E1 to the store terminal 4.

[0045] The display control unit 305 performs various controls on the screen displayed on the display unit 32.

[0046] The memory unit 31 stores various types of information. The memory unit 31 is configured using a storage device such as a semiconductor memory device or a magnetic hard disk drive. The information stored in the memory unit 31 includes a reservation information list B1, a visit history list C1, and a seat schedule D1.

[0047] The display unit 32 displays various types of information. The display unit 32 includes, for example, a liquid crystal display or an organic EL display. The display unit 32 displays, for example, a reception completion screen, a reservation information confirmation screen, and a visit history confirmation screen. The reception completion screen is a screen for notifying the staff that the reception process has been completed. The reservation information confirmation screen is a screen for checking the reservation information list B1. The visit history confirmation screen is a screen for checking the visit history list C1.

[0048] The operation reception unit 33 receives various operations from store employees or store managers. The operation reception unit 33 includes, for example, a touch panel. The operation reception unit 33 may also include operation buttons, a mouse, or a keyboard.

[0049] The communication unit 34 transmits and receives various types of information via the communication network N1. The communication unit 34 communicates with the reception terminal 2 and the store terminal 4. The communication unit 34 includes a communication interface for wireless communication.

[0050] The management terminal 3 may be implemented as a single computer or as a virtual server. Each functional unit of the management terminal 3 may be distributed across multiple servers. In particular, the control unit 30 and the storage unit 31 may each be distributed across multiple servers. The control unit 30 and the storage unit 31 may each be implemented as cloud servers.

[0051] [Functional Configuration of Store Terminal 4] Figure 6 shows an example of the functional configuration of the store terminal 4 according to this embodiment. The store terminal 4 comprises a control unit 40, a storage unit 41, a display unit 42, an operation reception unit 43, and a communication unit 44.

[0052] The control unit 40 performs various processes. The control unit 40 includes, for example, a CPU. The control unit 40 includes a store terminal acquisition unit 400, a customer visit history management unit 401, and a display control unit 402. Each of these functional units is realized, for example, by the CPU loading a program read from ROM into RAM and executing processing according to that program. The ROM and RAM are included in the storage unit 41.

[0053] The store terminal acquisition unit 400 acquires various types of information. For example, the store terminal acquisition unit 400 acquires the reservation information list B1 and the visit history list C1 from the management terminal 3 as needed or periodically (for example, every 5 minutes). In addition, the store terminal acquisition unit 400 acquires the reservation information list B1 and the visit history list C1 from the management terminal 3 when an operation is performed to update the screen displayed on the display unit 42.

[0054] The customer visit history management unit 401 manages customer visit history information C11 for each customer who simultaneously registered their visit at the reception terminal 2. The customer visit history management unit 401 manages customer visit history information C11 based on the customer visit history list C1 obtained from the management terminal 3.

[0055] The display control unit 402 performs various controls on the screen displayed on the display unit 42. The customer visit history management unit 401 includes a list display unit 403 and a display change unit 404.

[0056] The list display unit 403 displays the visit history list C1. In other words, the list display unit 403 displays the visit history information C11 in chronological order.

[0057] The display modification unit 404 changes the display control for the change target history information C12, which is the visit history information C11 selected by the user from the list of visit history information C11. In one example of this embodiment, the display modification unit 404 changes the change target history information C12 from the list of visit history information C11 to hidden. The user is a store employee. When the store employee, who is a user, completes the initial service for a visiting customer, the change target history information C12 for that visiting customer is changed to hidden.

[0058] The display unit 42 displays various types of information. The display unit 42 includes, for example, a liquid crystal display or an organic EL display. The display unit 42 displays, for example, a reservation information confirmation screen and a visit history confirmation screen.

[0059] The operation reception unit 43 receives various operations from the store staff. The operation reception unit 43 includes, for example, a touch panel. The operation reception unit 43 may also include operation buttons, a mouse, or a keyboard.

[0060] The communication unit 44 transmits and receives various types of information via the communication network N1. The communication unit 44 communicates with the receiving terminal 2 and the management terminal 3. The communication unit 44 includes a communication interface for wireless communication.

[0061] [Admin Panel Display Processing] Next, the management screen display process, which is the process of displaying the management screen P1 in the customer management system 1, will be described. Figure 7 is a diagram showing an example of the flow of the management screen display process according to this embodiment. The management screen display process is performed by the store terminal 4. The management screen display process is started when the store terminal 4 receives an operation from the user to display the management screen P1. This operation is performed by pressing the management screen button from the menu displayed on the display unit 42.

[0062] Step S10: The display control unit 402 displays the management screen P1 on the display unit 42. Figure 8 is a diagram showing an example of the management screen P1 according to this embodiment. The management screen P1 includes a seat display area P11 and a tab display area P12.

[0063] The seat display area P11 shows seat information based on the seat schedule D1. Specifically, it displays an image of each seat arranged to mimic the actual seating layout, along with the estimated departure time of the customer currently using that seat. This design makes it easier for staff to see which seats are expected to become vacant and when (what time the reservation ends). In addition to the above times, the number of people who can occupy the seat and seat characteristics such as "non-smoking / smoking" may also be displayed using icons as shown in Figure 4.

[0064] The tab display area P12 includes the seat information tab P121, the reservation tab P122, the visit history tab P123, and the waiting list tab P124. In the tab display area P12, the selected tab from the seat information tab P121, reservation tab P122, visit history tab P123, and waiting list tab P124 is displayed. For tabs that are not selected, only the name of the tab is displayed. In the example shown, the visit history tab P123 is selected.

[0065] When the reservation tab (P122) is selected, it will display reservations managed in the reservation information list (B1) where the visit date is today. When the waiting list tab (P124) is selected, it will display a list of customers waiting in line who have come directly to the store.

[0066] The Visit History tab P123 displays the visit history based on the visit history information C11 included in the visit history list C1. Visit History Q1 and Visit History Q2 are examples of visit history based on the visit history information C11, respectively. The visit history based on the visit history information C11 is displayed on the Visit History tab P123 as an area of ​​a predetermined shape (for example, a rounded rectangle). This area is also referred to as the cassette.

[0067] Please note that the visit history displayed on the visit history tab P123 corresponds to the visit history information C11. Therefore, the visit history displayed based on the visit history information C11 may also be referred to as "visit history information C11." In other words, the displayed "visit history" and "visit history information" may not be distinguished in their descriptions.

[0068] On the Visit History tab P123, the most recent visit history is displayed at the top. That is, when a new visit history is added to the top, the display order of existing visit history cassettes is shifted. Therefore, the visit history cassettes displayed on the Visit History tab P123 are displayed in reverse chronological order, with the most recent visit time at the top. Accordingly, the list display unit 403 displays the visit history information C11 in chronological order. The visit history based on the visit history information C11 shows the visit time, type of visit, seat number, customer name, and number of people. Note that the sorting order of the above visit cassettes may be changed for each store, and they may be displayed in order from earliest to oldest visit time.

[0069] Visit History Q1 is the visit history for a reservation-based visit. In this reservation-based visit, a reservation was made for two people. This indicates that at least one of the two reserved customers visited the store. Therefore, Visit History Q1 is the visit history of the first customer to visit out of the two reserved customers. When the remaining customer visits, the visit history for that customer will be added to the Visit History tab P123.

[0070] Furthermore, the visit history Q1 may indicate that there are customers who have made reservations but have not yet visited the store. In that case, a message such as "Reservation (Meeting)" may be displayed in the display area (cassette) of the visit history Q1.

[0071] Visit History Q2 shows the visit history for direct visits. This direct visit indicates that two people visited the store.

[0072] Additionally, the Visit History tab P123 includes Filter F1. Filter F1 is a form for selecting filter conditions. The filter conditions are conditions regarding the management status of the Visit History information C11. Examples of filter conditions include "All," "Unconfirmed," and "Hidden." In the illustrated example, "Unconfirmed" is selected as the filter condition.

[0073] As shown in the diagram, in the management screen P1, the seat display area P11 and the tab display area P12 are displayed by screen splitting. Alternatively, in the management screen P1, the tab display area P12 may be superimposed on the seat display area P11.

[0074] Therefore, the customer visit history list screen (tab display area P12 in this embodiment), which displays the customer visit history information C11 in a list, is displayed on the same screen as other management screens (seat display area P11 in this embodiment) by screen splitting or superimposing display. This configuration improves convenience for the user because they can simultaneously check the customer visit history information C11 displayed on the customer visit history list screen along with the management information displayed on other management screens. In addition, in the management screen P1, the seat display area P11 may not be displayed, or the seat display area P11 may be displayed across the entire screen.

[0075] Step S20: The operation reception unit 43 determines whether or not it has received an operation to change the filter conditions. This operation is performed from filter F1. Figure 9 shows an example of an operation to change the filter conditions. When filter F1 is pressed, a pop-up drop-down menu F11 is displayed. The pressed filter condition is selected from the filter conditions displayed in the drop-down menu F11.

[0076] If the operation reception unit 43 determines that it has received an operation to change the filter conditions (step S20; YES), it notifies the display control unit 402 that it has received the operation. The display control unit 402 then executes the process in step S30. On the other hand, if the operation reception unit 43 determines that it has not received an operation to change the filter conditions (step S20; NO), it executes the process in step S40.

[0077] Step S30: The display control unit 402 changes the filter conditions based on the operation received by the operation reception unit 43. After that, the operation reception unit 43 executes the process of step S40.

[0078] Step S40: The operation reception unit 43 determines whether or not it has received an operation to change the visit history information C11 to hidden. Referring to Figure 10, an example of an operation to change the visit history information C11 to hidden will be explained. In Figure 10, as an example, the initial service has been completed for the customer indicated by the visit history Q2. Accordingly, the store clerk changes the visit history Q2 to hidden by operating the store terminal 4. Therefore, the visit history Q2 corresponds to the history information C12 to be changed. Note that in Figure 10, "All" is selected as the filter condition.

[0079] First, the store clerk swipes the visit history Q2 on the display unit 42. This swipe is performed in either the left or right direction. In the illustrated example, a swipe is performed to the left. When the visit history Q2 is swiped, the hide button Q21 is displayed. Next, the store clerk presses (taps) the hide button Q21. When the hide button Q21 is pressed, the visit history Q2 is changed to hidden. Therefore, in this example, the operation to change the history information to be changed C12 to hidden is performed by swiping the visit history Q2 corresponding to the history information to be changed C12 and pressing the displayed hide button Q21.

[0080] Note that when changing the history information C12 to hidden, the swipe may be omitted. In that case, for example, the hide button Q21 will be displayed from the beginning for all visit history entries included in the visit history list C1.

[0081] If the operation reception unit 43 determines that it has received an operation to change the visit history information C11 to hidden (step S40; YES), it notifies the display control unit 402 that it has received the operation. Subsequently, the display change unit 404 of the display control unit 402 executes the process in step S50. On the other hand, if the operation reception unit 43 determines that it has not received an operation to change the visit history information C11 to hidden (step S40; NO), the display control unit 402 executes the process in step S60.

[0082] Step S50: The display change unit 404 hides the history information to be changed C12, which is the visit history information C11 selected by the user from the list of visit history information C11. In the example in Figure 8, the display change unit 404 hides the history information to be changed C12 corresponding to the visit history Q2. After that, the display control unit 402 executes the process of step S60.

[0083] Furthermore, the customer visit history management unit 401 changes the "Responding Status" item of the history information subject to change C12, which has been hidden by the display change unit 404, from "Not Responded" to "Responded" in the customer visit history list C1.

[0084] Step S60: The display control unit 402 determines the value of the filter condition. If the display control unit 402 determines that the value of the filter condition is "unconfirmed", it executes the process in step S70. If the display control unit 402 determines that the value of the filter condition is "all", it executes the process in step S80. If the display control unit 402 determines that the value of the filter condition is "hidden", it executes the process in step S90.

[0085] In the processes of steps S70, S80, and S90 described below, the list display unit 403 displays in chronological order only the visit history information C11 that satisfies the filter conditions selected by the user from among the visit history information C11.

[0086] Step S70: The list display unit 403 displays the visit history information C11 other than the history information C12 to be changed. Figure 11 shows an example of the management screen P1 when the filter condition value is "unconfirmed" and the history information C12 to be changed is changed to hidden. As shown in the figure, the visit history tab P123 displays only visit history Q1 from the visit history based on visit history information C11, and visit history Q2 is not displayed. Visit history Q2 corresponds to the history information C12 to be changed which has been changed to hidden.

[0087] Therefore, when the filter conditions selected by the user indicate a first management state (in this embodiment, "unconfirmed"), the display change unit 404 changes the management state of the history information to be changed C12 among the visit history information C11 to a second management state (in this embodiment, "hidden") which is different from the first management state (in this embodiment, "unconfirmed"), thereby hiding the history information to be changed C12 (in this embodiment, visit history Q2).

[0088] This configuration allows the customer management system 1 to manage the changed history information C12, which has been changed to hidden, in a way that it can be displayed again simply by selecting a filter condition, rather than deleting it from the customer history list C1. Therefore, users can view the changed history information C12 that they previously hid.

[0089] In the example shown, only one visit history entry, Q1, remains visible and is not hidden. However, if multiple visit histories are displayed, they will be shown from bottom to top in order of earliest visit time. Subsequently, the display control unit 402 terminates the management screen display process.

[0090] Step S80: The list display unit 403 displays all customer visit history information C11. Figure 12 shows an example of the management screen P1 when the filter condition value is "all" and the history information C12 to be changed is changed to hidden. As shown in the figure, the customer visit history tab P123 displays both customer visit history Q1 and customer visit history Q2 from the customer visit history information C11, in order of earliest visit time from the bottom. Customer visit history Q1 has not been changed to hidden.

[0091] Here, the visit history Q2 has been hidden. As a result of being hidden, the visit history Q2 is displayed in a grayed-out state. Subsequently, the display control unit 402 terminates the management screen display process.

[0092] Step S90: The list display unit 403 displays the changed history information C12 that has been changed to hidden. Figure 13 shows an example of the management screen P1 when the filter condition value is "hidden" and the changed history information C12 has been changed to hidden. As shown in the figure, the visit history tab P123 displays only visit history Q2 from the visit history information C11, and visit history Q1 is not displayed. Visit history Q2 is displayed grayed out because it has been changed to hidden. In the example shown, there is only one visit history Q2 that has been changed to hidden, but if multiple visit histories are displayed, they are displayed from the bottom in order of earliest visit time. Subsequently, the display control unit 402 terminates the management screen display process.

[0093] As mentioned above, the visit history Q2 is displayed in grayed-out form, corresponding to its change to hidden. The visit history Q2 may be displayed in a form other than grayed-out, as long as it differs from the visit history Q1 in some way. For example, the visit history Q2 may differ from the visit history Q1 in at least one of the following: background color, text font, etc. However, it is preferable that the visit history Q2 is less conspicuous than the visit history Q1.

[0094] Therefore, when a filter condition indicating at least the second management state (in this embodiment, "hidden") is selected by the user, the list display unit 403 displays the history information to be changed C12 (in this embodiment, visit history Q2) in chronological order in a different manner from the visit history information C11 (in this embodiment, visit history Q1) that is displayed in the list. This configuration makes it easier for the user to distinguish the history information to be changed C12 that has been changed to hidden after the initial response has been completed in the visitor management system 1. Here, the filter condition "all" indicates both "unconfirmed" and "hidden," so it is a filter condition that indicates at least "hidden."

[0095] Note that the changed history information C12 (visit history Q2) that has been changed to hidden may be displayed in the same manner as visit history Q1 when the filter condition is "all". Also, when the filter condition value is "hidden", the visit history that has been changed to hidden does not need to be grayed out. With this, store terminal 4 will terminate the management screen display process.

[0096] The customer visit history management unit 401 may also notify the management terminal 3 that the history information C12 subject to change has been changed to hidden. Upon receiving the notification, the information management unit 300 of the management terminal 3 updates the customer visit history list C1. This ensures that the latest status of the "Response Status" item in the customer visit history list C1 is shared between the store terminal 4 and the management terminal 3.

[0097] The customer visit history management unit 401 does not need to notify the management terminal 3 that the history information to be changed C12 has been changed to hidden. In other words, the "response status" item in the customer visit history list C1 does not need to be shared between the store terminal 4 and the management terminal 3. In that case, the process of changing the history information to be changed C12 to hidden only relates to the display control on the store terminal 4 and does not relate to the customer visit history list C1 managed by the management terminal 3. This reduces the amount of communication between the management terminal 3 and the store terminal 4. In that case, the "response status" item may be omitted in the customer visit history list C1 managed by the management terminal 3.

[0098] (First variation) In the embodiment described above, an example was explained in which the history information to be changed C12 is hidden when its management status is changed to "hidden," which is different from the management status "unconfirmed" indicated by the filter condition. However, the embodiment is not limited to this example. As a modified example, an example will be described in which multiple tabs for displaying the visit history information C11 are provided, and the history information to be changed C12 is hidden in a tab different from the currently selected tab when it is displayed in a tab different from the currently selected tab.

[0099] Figure 14 shows an example of the management screen P1a according to this modified example. The management screen P1a includes a seat display area P11 and a tab display area P12a. Comparing the management screen P1a (Figure 14) with the management screen P1 (Figure 8), the tab display area P12a is different.

[0100] The tab display area P12a includes the seat information tab P121, the reservation tab P122, the visit history tab P123, the completed tab P125a, and the waiting list tab P124. However, in the illustrated state, the waiting list tab P124 is not displayed. The waiting list tab P124 can be displayed, for example, by swiping the title of a tab displayed in the tab display area P12a. In that case, the title of the seat information tab P121, which is displayed on the far left in the illustrated state, will be hidden. Note that multiple tabs may be displayed with their titles arranged in multiple rows so as to fit within the width of the tab display area P12a.

[0101] The Visit History tab P123a displays the visit history based on the visit history information C11 included in the visit history list C1. Visit History Q1 and Visit History Q2 are examples of visit history based on the visit history information C11, respectively.

[0102] The "Resolved" tab P125a is a tab that displays the history information C12 to be changed, which is the visit history information C11 whose management status has been changed to "Resolved". In this modified example, the store clerk changes the management status of the visit history Q2 to "Resolved" by operating the store terminal 4. The operation to change the management status of the visit history Q2 to "Resolved" is the same as the operation to hide the visit history Q2 (Figure 10). In other words, by swiping the visit history Q2 and pressing the hide button Q21 that appears, the management status of the visit history Q2 is changed to "Resolved".

[0103] Figure 15 shows an example of the management screen P1a when the change target history information C12 related to this modified example has been changed to "addressed" and the visit history tab P123a is selected. As shown in the figure, the visit history tab P123a displays only visit history Q1 from the visit history information C11, and visit history Q2 is not displayed. Visit history Q2 corresponds to the change target history information C12 that has been changed to "addressed".

[0104] Figure 16 shows an example of the management screen P1a when the change target history information C12 related to this modified example has been changed to "Resolved" and the resolved tab P125a is selected. As shown in the figure, the resolved tab P125a displays only the visit history Q2 that has been changed to "Resolved" from the visit history information C11.

[0105] In this modified example, the list display unit 403 displays the visit history information C11 in chronological order on the first tab (in this modified example, the visit history tab P123a) and displays the history information to be changed C12 in chronological order on the second tab (in this modified example, the completed tab P125a). The display change unit 404 changes the history information to be changed C12 to be hidden on the first tab by changing the history information to be changed C12 selected by the user from the visit history information C11 listed on the first tab to be displayed on the second tab (in this modified example, "completed").

[0106] This configuration allows users to view the change history information C12, which has been changed to hidden ("addressed"), by switching tabs without changing the filter conditions. Since switching tabs is simpler than operating filter F1, users can easily view the change history information C12 that has been changed to hidden.

[0107] The Visit History tab P123a (Figures 14 and 15) includes a filter F1a. Filter F1a allows the selection of either "All" or "Unconfirmed" as the filter condition. In Figures 14 and 15, "Unconfirmed" is selected as the filter condition. When "All" is selected as the filter condition, the Visit History tab P123a also displays the changed history information C12, which has been changed to "Resolved," along with the visit history information C11, which is "Unconfirmed." Note that filter F1a may be omitted in the Visit History tab P123a.

[0108] The "Resolved" tab P125a (Figure 16) includes filter F2a. Filter F2a allows the selection of either "All" or "Resolved" as filter conditions. In Figure 16, "Resolved" is selected as the filter condition. When "All" is selected as the filter condition, the "Unconfirmed" visit history information C11 is also displayed in the "Resolved" tab P125a along with the changed history information C12 that has been changed to "Resolved". Note that filter F2a may be omitted in the "Resolved" tab P125a.

[0109] In this embodiment and its modified examples, an example has been described in which the history information to be changed C12 among the displayed list of visit history information C11 is hidden, but the invention is not limited to this. The display change unit 404 may display the history information to be changed C12, which is the visit history information C11 selected by the user from among the displayed list of visit history information C11, in a different manner from the visit history information C11 that has not been selected by the user, in chronological order. For example, the display change unit 404 may overlay an icon or text indicating that the initial response has been completed on the visit history Q2 based on the history information to be changed C12.

[0110] The icon in question is, for example, a designated mark (such as a checkmark) indicating that the initial response has been completed. The icon may also contain text such as "Resolved," "Done," or "Completed." On the other hand, the text in question may be, for example, "Resolved."

[0111] Furthermore, compared to changing the form of the history information C12 to be changed, changing the history information C12 to be changed to be hidden, as in the example of this embodiment, makes it easier for the user to recognize the visit history information C11 for customers who have not yet completed their initial response on the screen (for example, the visit history tab P123).

[0112] In this embodiment and its modifications, an example was described in which the management status of the customer visit history information C11 is either "unconfirmed" or "hidden" (or "addressed"). In other words, an example was described in which there are two types of management statuses for the customer visit history information C11, but it is not limited to this. There may be three or more types of management statuses for the customer visit history information C11. For example, the management statuses for the customer visit history information C11 may be "unconfirmed," "initially addressed," and "ordered." In that case, the management status is changed in stages for these three types of statuses.

[0113] In that case, for example, the management status of the visit history information C11 is changed to "Initial handling completed" when the initial handling is completed. When the management status of the visit history information C11 is changed to "Initial handling completed", it is grayed out and hidden as in this embodiment and its modified form. The management status of the visit history information C11 is changed to "Ordered" when the initial order is completed. When the management status of the visit history information C11 is changed to "Ordered", it is removed from the list of the visit history tab P123 (or visit history tab P123a or handled tab P125a). When the visit history information C11 is removed from the list of tabs, it will no longer be displayed in the tab regardless of the filter conditions.

[0114] As another example, when the management status of visit history information C11 is changed to "Initial Handling Completed," it changes to the first stage of the display. When the management status of visit history information C11 is changed to "Order Placed," it changes to the second stage of the display. The first stage of the display and the second stage of the display are different from each other, and are also different from the display when the management status is "Unconfirmed." Different displays mean that at least one of the following is different: the background color of the visit history, the font of the text, etc.

[0115] The management status of customer visit history information C11 may be changed when all actions other than the initial interaction are completed. As another example, the management status of customer visit history information C11 may be changed when the initial order is completed. As yet another example, the management status of customer visit history information C11 may be changed when it is confirmed that the customer has left and tasks related to their departure, such as clearing the table, are possible, when those tasks are completed, or when payment is completed. In addition, the management status may be changed when various types of actions are completed, in combination with the above-mentioned stepwise changes in management status. In this way, the tasks that store staff should handle from the time a customer arrives until they leave may be sequentially created as a workflow, and the system may be designed to be pre-configured for each store so that the workflow and tab display can be associated and managed.

[0116] (Second variation) Furthermore, various types of responses may be managed using separate tabs. The second variation describes a case where responses related to customer visit history, payment, and departure management are each managed using separate tabs.

[0117] Figure 17 shows an example of the management screen P1b according to this modified example. The management screen P1b includes a seat display area P11 and a tab display area P12b. Comparing the management screen P1b (Figure 17) with the management screen P1 (Figure 8), the tab display area P12b is different.

[0118] The tab display area P12b includes the seat information tab P121, the reservation tab P122, the visit history tab P123, the waiting list tab P124, the payment tab P126b, and the departure tab P127b. However, in the illustrated state, the seat information tab P121 and the reservation tab P122 are not displayed. The seat information tab P121 and the reservation tab P122 can be displayed, for example, by swiping the title of the tab displayed in the tab display area P12b. Note that multiple tabs may be displayed with their titles arranged in multiple rows so as to fit within the width of the tab display area P12b.

[0119] The visit history tab P123 shows the visit history based on the visit history information C11 included in the visit history list C1, similar to the embodiment described above. Visit history Q1 and visit history Q2 are examples of visit history based on the visit history information C11, respectively.

[0120] The Accounting tab P126b displays the customer visit history information C11 whose management status has been changed to "Accounting". The user changes the management status of the customer visit history information C11 for customers who are now eligible for accounting to "Accounting".

[0121] The "Departure" tab (P127b) displays the visit history information C11 whose management status has been changed to "Departure". The user changes the management status of the visit history information C11 for customers who are now eligible to leave the store to "Departure".

[0122] The P1b administration screen is just an example; various types of processing can be managed using separate tabs, similar to accounting and customer departure processing.

[0123] In addition to the management screen P1, the customer management system 1 also provides a message screen. This message screen can be accessed, for example, by selecting the "Message" icon displayed in the upper right corner of the management screen P1 (Figure 8, etc.). The management screen P1 can be accessed by selecting the "Table Management" icon.

[0124] The message screen displays messages sent and received between staff members. Messages are listed in chronological order within a designated display area. Read messages are hidden. In this respect, the display control for messages listed on the message screen and the display control for customer visit history information C11 listed on the management screen P1 are the same. The customer management system 1 uses common display control for items displayed in lists across multiple screens that provide various functions. Therefore, users do not need to learn how to operate each screen separately, improving usability compared to cases where display control is not common.

[0125] Furthermore, if the display control on the message screen changes the display manner of read messages rather than hiding them, the display control on the change target history information C12 on the management screen P1 may also change its display manner rather than hiding it. This allows the operation method to be the same for both the message screen and the management screen P1.

[0126] Furthermore, at least some of the functions of the management terminal 3 may be provided on the store terminal 4. Also, at least some of the functions of the store terminal 4 may be provided on the management terminal 3. The management terminal 3 and the store terminal 4 may be provided as a single terminal device. For example, the store terminal 4 may manage the customer visit history list C1, and the store terminal 4 may periodically provide the customer visit history list C1 to the management terminal 3.

[0127] As described above, the customer management system 1 according to this embodiment includes a customer history management unit 401, a list display unit 403, and a display change unit 404. The customer visit history management unit 401 manages customer visit history information C11 for each customer who simultaneously registered their visit at the reception terminal 2. The list display unit 403 displays the customer visit history information C11 in chronological order. The display modification unit 404 modifies the display control for the change target history information C12, which is the visit history information C11 selected by the user from the list of visit history information C11.

[0128] With this configuration, the customer management system 1 according to this embodiment can change the display control of the changeable history information C12 selected by the user, among the customer visit history information C11 which is managed on a per-customer basis and displayed in chronological order on a per-customer basis at the reception terminal 2. Therefore, the customer management system 1 according to this embodiment can manage customers collectively on a per-customer basis at the per-customer basis at the per-customer basis at the reception terminal 2.

[0129] Therefore, in the customer management system 1 according to this embodiment, visit history information C11 is displayed in a list regardless of whether the customer has a reservation or is a walk-in customer. Visitors can be managed collectively by using the list of visit history information C11. Furthermore, in the customer management system 1 according to this embodiment, visit history information C11 is managed not by reservation, but by customers who have checked in at the same time. Therefore, even if multiple reserved customers arrive at different times, such as when meeting up, visitors can be managed collectively.

[0130] Although embodiments of the present invention have been described in detail above with reference to the drawings, the specific configuration is not limited to these embodiments, and design modifications and the like are also included within the scope of the gist of the present invention. For example, a computer program to implement the functions of each of the above-mentioned devices may be recorded on a computer-readable recording medium, and the program recorded on this recording medium may be loaded into a computer system and executed. The term "computer system" here may include hardware such as an operating system and peripheral devices.

[0131] Furthermore, "computer-readable recording media" refers to writable non-volatile memory such as flexible disks, magneto-optical disks, ROMs, and flash memory, portable media such as DVDs (Digital Versatile Discs), and storage devices such as hard disks built into computer systems. Furthermore, "computer-readable recording media" also includes volatile memory (such as DRAM (Dynamic Random Access Memory)) within computer systems that act as servers or clients when programs are transmitted via networks such as the Internet or communication lines such as telephone lines, which retain programs for a certain period of time.

[0132] Furthermore, the above program may be transmitted from a computer system that stores the program in a memory device or the like to another computer system via a transmission medium or by transmission waves within the transmission medium. Here, the "transmission medium" used to transmit the program refers to a medium that has the function of transmitting information, such as a network (communication network) like the Internet or a communication line (communication line) like a telephone line. Furthermore, the above program may be intended to implement some of the functions described above. It may also be a so-called differential file (differential program) that can implement the aforementioned functions in combination with programs already recorded in the computer system. [Explanation of symbols]

[0133] 1...Customer management system, 401...Customer visit history management unit, 403...List display unit, 404...Display change unit, 2...Reception terminal, C11...Customer visit history information, C12...History information subject to change

Claims

1. The Visit History Management Department manages visit history information for each customer who simultaneously registered their visit at the reception terminal, A list display unit that displays the aforementioned customer visit history information in chronological order, A display modification unit that modifies the display control for the change target history information, which is the visit history information selected by the user from the list of visit history information displayed, A customer management system equipped with the following features.

2. The display modification unit changes the history information to be modified from the list of visit history information to be hidden. The customer management system according to claim 1.

3. The list display unit displays in chronological order only the visit history information that satisfies the filter conditions selected by the user, which are conditions for the management status of the visit history information. The display change unit, when the filter conditions selected by the user indicate a first management state, changes the management state of the history information to be changed among the visit history information to a second management state different from the first management state, thereby making the history information to be changed hidden. The customer management system according to claim 2.

4. When the user selects at least one of the filter conditions indicating the second management state, the list display unit will display the change target history information in chronological order in a manner different from the list of visit history information. The customer management system according to claim 3.

5. The aforementioned list display unit displays the customer visit history information in chronological order in the first tab of the multiple tabs, and displays the change target history information in chronological order in the second tab of the multiple tabs. The display modification unit changes the history information to be modified on the first tab by changing the history information to be displayed on the second tab, which is selected by the user from the list of visit history information displayed on the first tab, thereby hiding the history information to be modified on the first tab. The customer management system according to claim 2.

6. The visit history list screen, which displays the aforementioned visit history information in a list format, is displayed on the same screen as other management screens through screen splitting or overlay display. The customer management system according to claim 1.

7. A visit history management step that manages visit history information for each customer who simultaneously registered their visit at the reception terminal, A list display step that displays the aforementioned customer visit history information in chronological order, A display change step that changes the display control for the change target history information, which is the visit history information selected by the user from the list of visit history information, A customer management method that includes the following features.

8. On the computer, A visit history management step that manages visit history information for each customer who simultaneously registered their visit at the reception terminal, A list display step that displays the aforementioned customer visit history information in chronological order, A display change step that changes the display control for the change target history information, which is the visit history information selected by the user from the list of visit history information, A program to execute.

Images