Management server, service delivery system, management method, and management program

Abstract

To solve the problem that self-service gas stations are inconvenient for customers because of the lack of services provided by gas station staff.SOLUTION: A management server disclosed herein is configured to receive, from a customer terminal, input details of a customer wishing to use a self-service gas station capable of providing services by staff, identify a gas station based on the input details, acquire information on availability of the services at the identified gas station, transmit the availability information to the customer terminal, and receive order details from the customer in response to the availability information.SELECTED DRAWING: Figure 2

Description

Technical Field

[0001] The present disclosure relates to a management server, a service providing system, a management method, and a management program.

Background Art

[0002] Self-service gas stations where customers perform refueling are increasing. Therefore, customers who want to receive services such as window cleaning by store clerks may sometimes have to look for gas stations that offer full-service.

[0003] Therefore, Patent Document 1 describes a fuel supply system. The fuel supply system is configured to be able to switch between a self-fuel supply control mode by a self-service method and a full-fuel supply control mode by a full-service method.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] At self-service gas stations, customers cannot receive services from store clerks, which is inconvenient for customers.

[0006] An object of the present disclosure is to provide a management server, a service providing system, a management method, and a management program that improve the convenience of customers who use services by store clerks at self-service gas stations.

Means for Solving the Problems

[0007] To solve the above-mentioned problems, in one aspect of this disclosure, the management server includes: a receiving means for receiving input from a customer terminal of a customer who wishes to use a self-service gas station where staff can provide service; a identifying means for identifying a store based on the input; a availability information acquisition means for acquiring information on whether or not the service can be provided at the identified store; a availability information transmission means for transmitting the availability information to the customer terminal; and an order content receiving means for receiving the customer's order content in accordance with the availability information.

[0008] To solve the above-mentioned problems, in one aspect of this disclosure, the management method receives input from a customer terminal from a customer who wishes to use a self-service gas station where staff can provide service, identifies a store based on the input, obtains information on whether or not the service can be provided at the identified store, transmits the availability information to the customer terminal, and receives the customer's order details according to the availability information.

[0009] To solve the above-mentioned problems, in one aspect of this disclosure, the management program causes a computer to perform the following processes: receiving input from a customer terminal from a customer who wishes to use a self-service gas station where staff can provide service; identifying a store based on the input; obtaining information on whether or not the service can be provided at the identified store; transmitting the availability information to the customer terminal; and receiving the customer's order details according to the availability information. [Effects of the Invention]

[0010] This disclosure will make it possible to improve convenience for customers using self-service gas stations. [Brief explanation of the drawing]

[0011] [Figure 1] This is a block diagram showing an example configuration of the service provision system 1 according to the first embodiment. [Figure 2] This is a block diagram showing an example configuration of the service provision system 1 according to the first embodiment. [Figure 3] Firstly, this is a diagram showing an example of basic information for a store according to the embodiment. [Figure 4] This is a sequence diagram showing the operation of the service provision system 1 according to the first embodiment. [Figure 5] This is a schematic diagram showing an example of the display screen of a customer terminal in the service provision system 1 according to the first embodiment. [Figure 6] This is a schematic diagram showing an example of the display screen of a customer terminal in the service provision system 1 according to the first embodiment. [Figure 7] This is a schematic diagram showing an example of the display screen of a customer terminal in the service provision system 1 according to the first embodiment. [Figure 8] This is a schematic diagram showing an example of the display screen of a customer terminal in the service provision system 1 according to the first embodiment. [Figure 9] This is a schematic diagram showing an example of the display screen of a display terminal in the service provision system 1 according to the first embodiment. [Figure 10] This is a block diagram showing an example configuration of the service provision system 1 according to the second embodiment. [Figure 11] This is a schematic diagram showing an example of the display screen of a customer terminal in the service provision system 2 according to the second embodiment. [Figure 12] This is a schematic diagram showing an example of the display screen of a customer terminal in the service provision system 2 according to the second embodiment. [Figure 13] This diagram shows an example of the hardware configuration of service delivery system 1. [Modes for carrying out the invention]

[0012] [First Embodiment] A first embodiment will be described.

[0013] FIG. 1 is a block diagram showing a configuration example of a service providing system 1 that enables receiving service by a store clerk at a self-service gas station. As shown in FIG. 1, the service providing system 1 includes a management server 11 and gas station servers 12a, 12b, 12c, and 12d. The management server and the gas station servers 12a, 12b, 12c, and 12d can communicate via a network N1. Here, the management server is a server that collects and manages information on the stores of each gas station. Also, the gas station server is a server introduced in each store of the self-service gas station. Although FIG. 1 shows four gas station servers, the number of gas station servers 12 is not limited to four.

[0014] FIG. 2 is a block diagram showing a configuration example of the service providing system 1 according to the first embodiment. The service providing system 1 of the present embodiment includes a management server 11, a gas station server 12, customer terminals 91, storage units 92 and 93 respectively connected to the management server 11 and the gas station server 12, and a display terminal 94 installed in the store of the gas station. The main components of the management server 11 include a reception unit 111, an identification unit 112, an availability information acquisition unit 113, an availability information transmission unit 114, and an order content reception unit 115. And the management server 11 may further include an order content transmission unit 116. Also, the gas station server 12 is composed of an availability identification unit 121, an availability information transmission unit 122, an order content reception unit 123, and an order content output unit 124.

[0015] The customer terminal 91 is a terminal held by a customer. For example, a smartphone, a tablet terminal, a wearable terminal can be mentioned. The customer terminal 91 can communicate with the management server 11 via a network (not shown). At a self-service gas station, a customer who wants to receive service by a store clerk performs operations necessary to receive the service using the customer terminal 91.

[0016] Next, the main components of the management server 11 will be described.

[0017] The reception unit 111 is one form of reception means that receives input from a customer terminal 91 from a customer who wishes to use a self-service gas station where staff service is available. The reception unit 111 can receive customer input via a network to which the customer terminal 91 and the management server 11 are connected. The reception unit 111 is configured to receive input before the customer arrives at the gas station.

[0018] Here, the customer's input may include, for example, the store where they wish to receive the service, the type and volume of fuel to be dispensed, the type of service they wish to receive, and the time they wish to receive the service. The customer may choose one store or multiple stores. The information that the customer can input is not limited to the above. Furthermore, the input may include, for example, the customer's preferred payment method. The customer may input at least one of the above items.

[0019] The store that wishes to provide the service is the store where the customer wishes to receive service from the staff. The type and volume of fuel to be refueled is the type of fuel and volume that the customer wishes to have refueled at the gas station. The type of service to be provided is the type of service that the customer wishes to receive from the staff. The customer selects the service they wish to receive from the services offered by the staff. Examples of services offered by the staff include refueling by the staff, window cleaning, hand car wash, oil check, tire check, minor maintenance, and interior cleaning. The services offered by the staff are not limited to these. For example, other services may be included depending on the season, region, or store. The time when the service is to be provided is the time when the customer will come to the gas station to receive the service. This time when the service is to be provided can be a specific time, such as 3 PM, or a time slot, such as from 3 PM to 4 PM.

[0020] The identification unit 112 is one form of identification means for identifying a store based on the input content. Specifically, the identification unit 112 identifies stores that satisfy at least one of the customer input contents received by the reception unit 111. When a store where the customer wishes to receive service is entered, the identification unit 112 identifies that store. In addition, when information other than the store where the customer wishes to receive service is entered, such as the type and volume of fuel to be supplied, the type of service to be provided, or the time at which the service is to be provided, the identification unit 112 identifies the store using the basic information of each store that has been registered in advance. Figure 3 shows an example of the basic information of each store that has been registered in advance. This basic information of each store may be stored in the internal memory of the management server 11 or recorded in external memory such as the storage unit 92. The basic information includes the store name, the store address, business hours, the type of service provided, and the type of fuel that can be supplied. It may also include at least one of the following: the number of employees belonging to each store, and information on the qualifications or areas of expertise of each employee. Furthermore, it may also include information on campaigns and events being held at each store. Here, the types of services offered refer to all types of services that store employees can provide to customers at each store. The identification unit 112 identifies stores that satisfy at least one of the customer's inputs by referring to the basic information described above. The number of stores identified may be one or multiple.

[0021] Here, we will explain an example of how to identify a store based on the input content. For example, if the customer's input content includes the type of service they wish to receive, the identification unit 112 refers to the basic information and identifies a store that satisfies the input content. Specifically, the identification unit 112 identifies a store whose basic information's service type matches the type of service entered. If the input content also includes stores that offer other services, the identification unit 112 refers to the basic information and identifies a store that matches that store. Furthermore, if the input content includes the time at which the service is to be provided, the identification unit 112 refers to the basic information and identifies a store that matches the desired time. If the input content includes the type of fuel to be supplied, the identification unit 112 refers to the basic information and identifies a store that offers the type of fuel specified in the input content. If the input content includes multiple items, the identification unit 112 may refer to the basic information and identify a store that satisfies at least one of the items in the input content. Alternatively, if the input content includes multiple items, the identification unit 112 may refer to the basic information and identify only stores that satisfy all of the input content.

[0022] The availability information acquisition unit 113 is one embodiment of the availability information acquisition means for acquiring information on whether or not it is possible for staff to provide services at a specified store. Specifically, the availability information acquisition unit 113 can communicate with the gas station server 12 of the store specified by the identification unit 112 via the network N1. Therefore, the availability information acquisition unit 113 can acquire information from the gas station server 12 on whether or not it is possible for staff to provide services (hereinafter referred to as availability information). Alternatively, the management server 11 may record the availability information previously acquired from the gas station server 12 in internal memory or external memory such as the storage unit 92, and after receiving the input content in the reception unit 111, or after the store is specified by the identification unit 112, the availability information acquisition unit 113 may acquire the availability information from the internal memory or external memory.

[0023] Here, the availability information acquisition unit 113 may refer to information from the gas station server 12 of the identified store or the aforementioned basic information and acquire information on whether or not all services associated with the store identified by the identification unit 112 are available. Alternatively, the availability information acquisition unit 113 may refer to information from the gas station server 12 of the identified store or the aforementioned basic information and acquire information on whether or not only the types of services corresponding to the customer's input are available. The types of services corresponding to the customer's input refer to the services that the customer wishes to receive, if those services were included in the customer's input. Furthermore, if the input includes a time for which the customer wishes to receive the service, the availability information acquisition unit 113 may acquire information on whether or not the service is available at that time.

[0024] The approval / rejection information transmission unit 114 is one embodiment of the approval / rejection information transmission means that transmits approval / rejection information to the customer terminal 91. The approval / rejection information transmission unit 114 can communicate with the customer terminal via a network (not shown). The approval / rejection information transmission unit 114 then transmits the approval / rejection information acquired by the approval / rejection information acquisition unit 113 to the customer terminal 91.

[0025] The order content receiving unit 115 is one form of order content receiving means that receives customer order content according to feasibility information. The order content receiving unit 115 can communicate with the customer terminal 91 via a network (not shown). The customer specifies the order content based on the feasibility information transmitted by the feasibility information transmission unit 114. The order content is transmitted from the customer terminal 91 to the management server 11. The order content receiving unit 115 then receives the order content. Here, the order content includes the type of service to be provided or information on canceling the order. If the order content includes the type of service to be provided, it also includes the store name and time. Furthermore, for example, the type and volume of fuel, payment method and instructions for the staff may also be included in the order content. If the type of service includes employee refueling, it is possible to change the required input items as needed, such as making the input of fuel type and volume mandatory. Also, there may be one or more types of services to be provided. If the order content includes information on canceling the order, it means that the customer will not be ordering the service.

[0026] The management server 11 has the above configuration as its main configuration. The management server 11 may also have an order details transmission unit 116.

[0027] The order content transmission unit 116 is one embodiment of an order content transmission means that transmits order content to a gas station server. If the order content includes the type of service that the customer wishes to receive, the order content transmission unit 116 transmits the order content to the gas station server. Here, the order content transmission unit 116 can communicate with the gas station server 12 via the network N1. The gas station server 12 to which the order is transmitted is the gas station server 12 of the store included in the order content.

[0028] Next, we will describe each component included in the gas station server 12.

[0029] The Feasibility Identification Unit 121 is one form of feasibility identification means for determining whether or not a service can be provided at a store. The Feasibility Identification Unit 121 determines, at any time, whether or not a service can be provided by an employee at a store where the gas station server 12 is installed. Whether or not a service can be provided may be determined for each service. Alternatively, whether or not a service can be provided may be determined for a predetermined date and time. Furthermore, whether or not a service can be provided may be determined for a predetermined service at a predetermined date and time. Possible reasons why a service cannot be provided include, for example, a shortage of staff resulting in no employee available to provide the service. Other possibilities include the absence of employees who can handle new reservations, the absence of employees with sufficient qualifications or skills, or a shortage of necessary equipment or devices. In any of the above cases, the Feasibility Identification Unit 121 must determine that the service cannot be provided.

[0030] Specifically, one method for inputting information for identification is, for example, input by a store employee. When a store employee determines that it is impossible to provide one or more services, they operate the display terminal 94. The display terminal 94 is connected to the gas station server 12 by wired or wireless communication. Therefore, the availability determination unit 121 can obtain the input from the display terminal 94. The employee may input into the display terminal 94 when it becomes impossible to provide the service, or they may input in advance that the service will be impossible to provide. By obtaining the information that the service is impossible to provide from the display terminal 94, the availability determination unit 121 can determine that the service is impossible to provide. In addition, if the availability determination unit 121 has obtained availability information (whether the service is possible or impossible to provide) from the display terminal in advance, the gas station server 12 may also record it in internal memory or external memory such as the storage unit 93. Then, as needed, the availability determination unit 121 reads the availability information from the internal memory or external memory.

[0031] As a method of identification that does not rely on input to a display terminal, for example, the feasibility determination unit 121 can determine whether or not a service can be provided based on the employee's work information. Specifically, the feasibility determination unit 121 can determine this based on the employee's shift as work information. If the number of employees on duty is less than or equal to a predetermined number, the feasibility determination unit 121 determines that the service cannot be provided. The predetermined number is set to a certain number. For example, it could be a number greater than or equal to the number of people needed to perform tasks other than providing the service. In addition, different numbers may be set depending on the time of day or day of the week. The work information may also include information such as each employee's qualifications and areas of expertise or lack thereof. The feasibility determination unit 121 may further use information such as each employee's qualifications and areas of expertise or lack thereof to determine whether or not a service can be provided. For example, if only employees who are not skilled at providing a certain service are present in the store, the feasibility determination unit 121 determines that the service cannot be provided. Furthermore, if there are other reservations, the availability determination unit 121 can also determine that the reserved service cannot be provided during the reserved time slot.

[0032] The feasibility information transmission unit 122 is one form of feasibility information transmission means that transmits information on whether or not a service can be provided to the management server. The feasibility information transmission unit 122 can communicate with the management server 11 via the network N1. There, it transmits the feasibility information identified by the feasibility identification unit 121 to the management server 11.

[0033] The order content receiving unit 123 is one form of order content receiving means that receives order content from the management server 11. The order content receiving unit 123 can communicate with the management server 11 via the network N1. If the order content includes the type of service that the customer wishes to receive, the order content receiving unit 123 receives the order content from the management server 11.

[0034] The order details output unit 124 is one form of order details output means for outputting order details. The order details output unit 124 and the display terminal 94 are connected by wired or wireless communication. Therefore, the order details output unit 124 outputs the order details received by the order details receiving unit 123 to the display terminal 94.

[0035] The above describes the configuration included in the gas station server 12.

[0036] The storage unit 92 stores information related to the management server 11 or the management server 11. For example, it stores basic information and availability information for each store. The storage unit 92 is connected to the management server 11 by wired or wireless communication.

[0037] The storage unit 93 stores information related to the gas station server 12, such as approval / rejection information. The storage unit 93 is connected to the gas station server 12 by wired or wireless communication.

[0038] The display terminal 94 is a terminal installed in the store. This display terminal is connected to the gas station server 12 by wired or wireless communication. There may be one or more terminals installed in the store.

[0039] Referring to Figure 4, the operation of the service provision system 1 according to the first embodiment will be explained. In Figure 4, steps S101 to S113 represent the operation of the service provision system 1 according to the first embodiment.

[0040] First, in step S101, the customer uses the customer terminal 91 to launch the service provision application program (hereinafter referred to as "app"), and the customer terminal 91 launches the app.

[0041] In step S102, the customer uses the customer terminal 91 to make inputs. A screen including an image, as shown in Figure 5, is displayed. Figure 5 is an example of a screen displayed on the customer terminal 91. The customer operates the information input area on the screen shown in Figure 5, enters the necessary conditions to place an order, and finally presses the search button to start the search. The customer's input includes, for example, the store where they wish to receive the service, the type and volume of fuel to be supplied, the type of service they wish to receive, and the time they wish to receive the service. For the store where they wish to receive the service, the customer may specify the store by entering the store name. Alternatively, one or more nearby stores may be displayed based on their current location, and the customer may select a store from among them. For the type and volume of fuel, the customer may enter both, or only one. The type of fuel is entered by the customer selecting the desired type from a list of fuel types offered at the gas station. Alternatively, the customer may enter the name of the fuel type. For the volume, the customer may enter a specified volume, or an item may be provided to allow them to select full tank refueling. Alternatively, customers can input their desired capacity by selecting it from a pre-set list of capacity options.

[0042] Customers select the type of service they wish to receive from a list of services offered by the staff. The list of services offered by the staff displays the name of the service and its price. In addition to the name and price, other information about the service may also be displayed. For example, details of the service, the duration required, images of the equipment used to provide the service, and images of the service being provided may be included.

[0043] Figure 5 shows an example of entering the desired service time by time slot. When entering by time slot, the customer may enter both the start time and end time from the screen shown in Figure 5, or they may enter only the start time or the end time. The customer enters their desired time. Alternatively, a list of start and end time options may be pre-configured on the customer terminal 91, and the customer may select their desired time from the configured options.

[0044] The method for inputting each condition is not limited to the methods described above. It is sufficient if the customer can input the necessary conditions using the customer terminal 91.

[0045] Customers enter at least one of the above conditions, depending on their preference. Then, they click the search button provided on the image.

[0046] Then, in step S103, the reception unit 111 receives the customer's input from the customer terminal 91. In step S104, the identification unit 112 identifies the store based on the input.

[0047] In step S105, the availability determination unit 121 of the gas station server 12 determines whether or not it is possible to provide service at the store. As described above, the determination is made using input from the display terminal 94, employee work information, reservation status, etc. Step S105 is executed as needed. Next, in step S106, the availability information transmission unit 122 transmits the availability information determined in step S105.

[0048] Then, in step S107, the approval / rejection information acquisition unit 113 acquires approval / rejection information, and in step S108, the approval / rejection information transmission unit 114 transmits the approval / rejection information to the customer terminal 91.

[0049] The customer terminal 91 receives the availability information. The customer terminal 91 then displays the availability information on its screen. Examples of screens displaying availability information are shown in Figures 6 and 7. Figure 6 is an example of a screen when there are services available at the specified store. The available services are listed. The customer can select the necessary services from the list of services displayed. If the desired service is not in the list, or if the customer wants to obtain information from other stores, they can perform a search again by pressing the Change button. To cancel the order, the customer can press the End button to end the order operation. On the other hand, Figure 7 is an example of a screen when there are no services available at the specified store. In this case, the customer can perform a search again by pressing the Change button. They can also cancel the order by pressing the End button. When this End button is pressed, the order details, including the order cancellation information, are sent from the customer terminal 91 to the order details receiving unit 115. In step S110, the order details receiving unit 115 receives the order details, which include the order cancellation information. Then, the service provision system 1 terminates its operation. Here, the displays in Figures 6 and 7 are examples only and are not limited to them.

[0050] In Figure 6, once the customer selects the necessary services, the screen shown in Figure 8 is displayed on the customer terminal 91. On this screen, the customer confirms the order details. If there are no errors in the order details, the customer presses the order confirmation button. This operation sends the order details, including the types of services requested, from the customer terminal 91 to the management server 11. Then, in step S110, the order details receiving unit 115 accepts the order details. Then, in step S111, the order details sending unit 116 sends the order details, including the types of services requested, to the gas station server 12. On the other hand, if the customer wishes to change the order details, they can do so by pressing the order details change button. Also, if the customer wishes to cancel the order, they can cancel it by pressing the cancel button. When this cancellation operation is performed, the order details, including the cancellation information, are sent from the customer terminal 91 to the order details receiving unit 115. Then, in step S110, the order details receiving unit 115 accepts the order details, including the cancellation information. Then, the service provision system 1 terminates its operation.

[0051] In step S111, if the order details, including the type of service requested, are transmitted by the order details transmission unit 116, then in step S112, the order details receiving unit 123 receives the order details. Then, in step S113, the order details are output to the display terminal 94.

[0052] When the order details are sent to the display terminal 94, the screen shown in Figure 9 is displayed on the display terminal 94. Figure 9 is a diagram showing an example of the display screen of the display terminal 94. The screen displays a notification that an order has been placed and the order details. In addition to the type of service, other contents of the order may also be displayed. As an example, Figure 9 also displays the customer's arrival time and payment method. Furthermore, buttons that allow the staff to change or cancel the order may be displayed. In addition, a button for sending a service termination notification, which will be described later, may also be displayed. The content and method of display on the display terminal 94 are not limited to these.

[0053] In this embodiment, the management server 11 includes a reception unit 111 that receives input from a customer terminal from a customer who wishes to use a self-service gas station where staff can provide service; a identification unit 112 that identifies a store based on the input; a availability information acquisition unit 113 that acquires information on whether or not the service can be provided at the identified store; a availability information transmission unit 114 that transmits the availability information to the customer terminal; and an order content reception unit 115 that receives the customer's order content according to the availability information. With this configuration, customers can check whether or not they can receive the desired service at the store before arriving at the gas station and before placing an order. Furthermore, they can place an order for the desired service based on the availability information before arriving at the gas station. Therefore, it is possible to improve the convenience of customers using self-service gas stations. In addition, self-service gas stations can expect an increase in sales due to the provision of services by staff.

[0054] Furthermore, in this embodiment, the input received by the management server 11 may include the store where the service is desired, the type and volume of fuel to be dispensed, the payment method, the type of service desired, and the desired time for the service to be provided. By including the above information in the input, the customer's detailed preferences can be used to identify the store. Therefore, customer convenience can be further improved.

[0055] In this embodiment, the identification unit 112 of the management server 11 identifies stores that satisfy at least one of the input conditions. By identifying stores that satisfy at least one of the input conditions, it is possible to easily identify stores or identify stores that better meet the customer's preferences. In other words, at a minimum, the customer can obtain information on whether a store that meets their preferences is available. This improves customer convenience. Furthermore, because the management server 11 can identify stores that meet the customer's preferences, the likelihood of the customer placing an order increases, which is more effective in improving the store's sales.

[0056] In this embodiment, the management server 11 further includes an order transmission unit 116 that transmits the order details to the gas station server. The order details include the type of service the customer wishes to cancel or receive, and the order transmission unit 116 transmits the order details to the gas station server if the order details include the type of service. This configuration makes it possible for the gas station providing the service to be aware of the customer's order when they place an order for the service they want.

[0057] Furthermore, the gas station server 12 in this embodiment includes a feasibility determination unit 121 that determines whether or not a service can be provided at the station, and a feasibility information transmission unit 122 that transmits information on whether or not a service can be provided to the management server. By determining whether or not a service can be provided at the station, it is possible to provide customers with information before they visit the station about whether or not the desired service can be provided. Therefore, customer convenience can be improved. On the other hand, if it is determined that a service can be provided, the station can increase sales by taking orders from customers. Also, if it is determined that a service cannot be provided, no orders will be taken from customers, and the station can carry out its normal self-service gas station operations.

[0058] In this embodiment, the availability determination unit 121 of the gas station server 12 determines availability based on the work information of the store's staff. With this configuration, the availability of service is determined according to the staff's status. For example, when there is sufficient staff, the availability determination unit 121 determines that service can be provided. Therefore, orders from customers who wish to receive the service can be accepted. Consequently, it becomes possible to increase the store's sales.

[0059] The service provision system 1 in this embodiment includes a management server 11 and a gas station server 12. This configuration allows information on whether or not a service can be provided at a store identified based on the customer's input to be transmitted to the customer terminal 91. In other words, customers can find out in advance whether or not they can receive the service they want. Furthermore, they can place orders in advance for the services they wish to receive from the staff. As a result, customer convenience can be improved. Moreover, stores can increase sales by receiving orders from customers when it is determined that a service can be provided.

[0060] [Second Embodiment] Next, a second embodiment will be described. To the extent that the description of this embodiment remains clear, any information that overlaps with the previous description will be omitted.

[0061] Figure 10 is a block diagram showing an example configuration of the service provision system 2 according to the second embodiment. Referring to Figure 10, the management server 21 in this embodiment has, in addition to the management server 11 of the first embodiment, a notification receiving unit 217, a payment information generation unit 218, and a payment information transmission unit 219. Furthermore, the gas station server 22 in this embodiment has, in addition to the gas station server 12 of the first embodiment, a customer verification unit 225 and a service provision instruction unit 226.

[0062] First, we will describe the notification receiving unit 217, the payment information generation unit 218, and the payment information transmission unit 219, which are located in the management server 21.

[0063] The notification receiving unit 217 is one form of notification receiving means for receiving notifications that a service has been terminated. The notification receiving unit 217 receives a notification that a service has been terminated by an employee at a store (hereinafter referred to as a service termination notification). The service termination notification may be transmitted from the display terminal 94, for example, when an employee operates the display terminal 94. In this case, the notification receiving unit 217 may receive the service termination notification via the gas station server 22. Alternatively, the service termination notification may be transmitted from a communication device used to provide the service. When the employee has finished providing the service and has finished operating the communication device, the communication device transmits the service termination notification. At this time, the device used to provide the service is connected to the gas station server 22 by wired or wireless communication, and the notification receiving unit 217 receives the service termination notification via the gas station server 22.

[0064] The service termination notice may include the following information: for example, information about services added by the customer at the store; information about the type and volume of fuel dispensed by the customer if they did not order employee-assisted refueling; and information about any services that were not provided that were included in the order. Examples of situations where a service was not provided include when the customer canceled the order at the store or when the store was unable to provide the service included in the order. In the above cases, the service termination notice will include information that the service included in the order was not provided.

[0065] The payment information generation unit 218 is one embodiment of a payment information generation means that generates payment information. When the notification receiving unit 217 receives a notification, the payment information generation unit 218 generates payment information. The payment information includes the total amount of the ordered services and the type of services. The payment information is generated based on the customer's order details.

[0066] In this case, if the service termination notice includes information about services added by the customer at the store, the payment information will include the total amount including the cost of the added services. Also, if the customer did not order employee-assisted refueling, and the service termination notice includes information about the type and volume of fuel refueled by the customer, the refueling cost may also be included in the payment information. In other words, the payment information will include the total amount including the cost of the ordered services plus the refueling cost. Furthermore, if the notice of service termination includes information that an ordered service included in the order was not provided, payment information may be generated that includes the total amount excluding the cost of the unprovided service. The method of generating payment information is not limited to the above; it is sufficient if it includes the type of service actually provided to the customer at the store and the total amount.

[0067] The payment information transmission unit 219 is one form of payment information transmission means that transmits customer payment information to the customer terminal 91. The payment information generated by the payment information generation unit 218 is transmitted to the customer terminal 91.

[0068] Next, we will describe the customer verification unit 225 and the service provision instruction unit 226, which are located in the gas station server 22.

[0069] The customer verification unit 225 is one form of customer verification means that acquires information about a customer's visit and information about the refueling lane the customer will use. The customer verification unit 225 confirms that a customer who has placed a service order has come to the store. The customer verification unit 225 confirms that a customer has come to the store by acquiring a visit notification. The visit notification includes information about the customer's visit and information about the refueling lane the customer will use. The information about the refueling lane the customer will use is used by the staff to identify the customer to whom the service is being provided.

[0070] The acquisition of a store visit notification is performed, for example, based on the customer's operation of the customer terminal 91. Specifically, the customer inputs information about their arrival and the refueling lane they will use into the customer terminal. The customer terminal 91 then transmits the information about the customer's arrival and the refueling lane they will use. The customer verification unit 225 acquires the information about the customer's arrival and the refueling lane they will use via the management server 21.

[0071] Here, each refueling lane is assigned identification information, such as numbers or letters. This identification information may also be displayed on the refueling lane using numbers or letters. Customers can input this information into their customer terminal 91 based on the identification information displayed on the refueling lane.

[0072] Alternatively, customers may use their customer terminal 91 to read identification information, such as a barcode, installed in the refueling lane. In this case, when a customer reads the identification information, the customer information read from the customer terminal 91 and information about the refueling lane are transmitted. The customer verification unit 225 then obtains information about the customer's arrival and the refueling lane the customer is using via the management server 21.

[0073] Furthermore, the store may obtain notifications of customer arrivals based on the operation of a terminal (not shown) by the customer. Specifically, the customer inputs information about their order and the refueling lane they will use into a terminal installed in the store. Here, the order information may include, for example, the customer's name, order number, and telephone number. The order information is not limited to these; it is sufficient if the order information of the visiting customer can be identified. The terminal operated by the customer is connected to the refueling station server 22 by wired or wireless communication, and the entered information about the customer's arrival and the refueling lane they will use is transmitted to the customer confirmation unit 225. This terminal may be a display terminal 94.

[0074] The service provision instruction unit 226 is one form of service provision instruction means that instructs the start of service provision. The service provision instruction unit 226 outputs an instruction to the customer to start providing service. Here, the customer to whom the service is provided is the customer whose arrival and the lane to be used have been confirmed by the customer confirmation unit 225 mentioned above. The instruction may be output to the display terminal 94 or to a customer terminal (not shown) owned by the store clerk. Here, the terminal owned by the store clerk is connected to the gas station server 22 by wired or wireless communication. The instruction to start providing service includes information on the lane used by the customer to whom the service is provided and the order details. The store clerk identifies the customer to whom the service is provided based on the lane information. Then, the store clerk provides the service based on the order details.

[0075] Here, the notification receiving unit 217 and payment information generation unit 218 described above may be provided by the gas station server 22 instead of the management server 21. In this case, as described above, the notification receiving unit 217 receives notifications from, for example, the display terminal 94 or the equipment used to provide the service. The payment information generation unit 218 then sends the generated payment information to the management server 21.

[0076] Next, referring again to Figure 4, the operation of the service provision system 2 according to the second embodiment will be described. Steps S101 to S113, which have already been described, will be omitted from the explanation, and steps S201 to S207 will be described.

[0077] Customers who have ordered service from a staff member arrive at the store and stop their vehicle in a designated refueling lane. Then, by operating the customer terminal 91, the customer sends an arrival notification from the customer terminal 91 in step S201. Here, Figure 11 shows an example of the screen of the customer terminal 91 operated by the customer. As shown in Figure 11, the customer inputs information about their arrival and the refueling lane to be used into the customer terminal 91. Figure 11 is an example of a screen display and is not limited to this.

[0078] Then, in step S202, the customer confirmation unit 225 receives a notification of the customer's arrival. Furthermore, in step S203, the service provision instruction unit 226 instructs the start of service provision. Based on this instruction, the store employee provides the service to the customer.

[0079] When the service provided by the store clerk is completed, in step S204, the display terminal 94 sends a service termination notification. Then, in step S205, the notification receiving unit 217 receives the service termination notification. In step S206, the payment information generation unit 218 generates payment information, and in step S207, the payment information transmission unit 219 transmits the customer's payment information to the customer terminal 91.

[0080] Figure 12 shows an example of a screen displayed on the customer terminal 91 based on payment information transmitted to the customer terminal 91. The example shown in Figure 12 is when the order details include the payment method, and the payment information also includes information on the type and volume of fuel supplied. In this case, the total amount displayed is the sum of the service fee and the fuel fee. If, for example, there are additions or cancellations of services at the store, that information may also be displayed on the screen.

[0081] The customer reviews the payment information and, if there are no errors, presses the "Execute Payment" button. If there are errors in the payment information, they can also press the "Inquiry" button to make an inquiry. Regarding payment, the payment may be executed by other means without displaying the "Execute Payment" button. For example, the payment may be executed when the payment information is displayed on the screen of the customer terminal 91, or after a predetermined time has elapsed since it was displayed on the screen. Alternatively, the payment may be executed when the customer terminal 91 receives the payment information, or after a predetermined time has elapsed since receipt. If the customer does not press the "Execute Payment" button and there are errors in the payment information, a button to temporarily halt the payment process may be displayed. The screen for displaying payment information and the method of executing payment are not limited to those described above. The important thing is that the customer can review the payment information and that the payment is executed with the correct information.

[0082] In this embodiment, the management server 21 further includes a payment information transmission unit 219 that transmits customer payment information to the customer terminal. This configuration makes it possible to transmit payment information to the customer. The customer can confirm the payment details on the customer terminal 91. Furthermore, the customer can also make payments on the customer terminal 91. Therefore, customer convenience can be improved. In addition, in stores, store clerks do not need to manage customer orders or process accounting. Therefore, the workload of store clerks can be reduced. Furthermore, customers can also confirm payment information and make payments on the customer terminal 91, leading to improved customer convenience.

[0083] Furthermore, the gas station server 22 in this embodiment includes a notification receiving unit that receives notifications of the termination of service provision and a payment information generation unit 218 that generates payment information. With this configuration, payment information is generated upon receiving the service termination notification. Therefore, in stores, employees do not need to manage customer orders or process accounting, thus reducing the workload for employees. In addition, customers can also confirm payment information and make payments using the customer terminal 91, leading to improved customer convenience.

[0084] Furthermore, the service provision system 2 in this embodiment includes a management server 21 and a gas station server 22. With this configuration, upon receiving a service termination notification, payment information is generated and transmitted to the customer terminal 91. In other words, store employees do not need to confirm the customer's order details and process the accounting based on those details. Therefore, the workload of store employees can be reduced. Also, for customers, ordering and paying for services can be done through the customer terminal 91, leading to improved convenience.

[0085] [Example Hardware Configuration] Figure 13 shows an example of the hardware configuration of the service provision system 1 in this disclosure. The service provision system 1 includes a management server 31 and a gas station server 32. The management server 31 and the gas station server 32 are each implemented by a computer.

[0086] The management server 31 includes a processor 311, ROM (Read Only Memory) 312, RAM (Random Access Memory) 313, a storage device 314 such as a hard disk for storing programs, an input / output interface 315 for data input / output, and a communication interface 316 for network connection. Each component is connected via a bus 317.

[0087] The processor 311 controls the entire computer by running the operating system. Examples of the processor 311 include a CPU (Central Processing Unit), a DSP (Digital Signal Processor), and a GPU (Graphics Processing Unit). The processor loads programs stored in, for example, ROM 312 and storage device 314. Then, the processor 311 executes each process coded in the program. The processor 311 may execute processes or instructions in the illustrated flowchart based on the program.

[0088] ROM312 stores application programs, programs related to each embodiment, etc. RAM313 is used as the work area of ​​processor311.

[0089] The storage device 314 may include, for example, semiconductor memory such as flash memory, or an HDD (Hard Disk Drive). The storage device 314 stores, for example, OS (Operating System) programs, application programs, programs related to each embodiment, and so on.

[0090] The input / output interface 315 is connected to peripheral devices (not shown). The connection method may be wired or wireless. Peripheral devices include, for example, a display as an output device, and a mouse or keyboard as an input device.

[0091] The communication interface 316 is connected to a communication network (not shown), such as a LAN (Local Network) or WAN (Wide Area Network), via a wireless or wired communication line. The communication network may consist of multiple communication networks. This allows the computer to connect to external devices via the communication network.

[0092] The gas station server 32 includes a processor 321, ROM (Read Only Memory) 322, RAM (Random Access Memory) 323, a storage device 324 such as a hard disk for storing programs, an input / output interface 325 for data input and output, and a communication interface 326 for network connection. Each component is connected via a bus 327.

[0093] The hardware configuration of the gas station server is the same as that of the vehicle management device 5, consisting of the processor 311, ROM 312, RAM 313, storage device 314, input / output interface 315, communication interface 316, and bus 317, so a description is omitted.

[0094] Some or all of the above embodiments may also be described as follows. However, some or all of the above embodiments are not limited to the following.

[0095] (Note 1) A reception system that receives input from customers via a customer terminal for customers who wish to use a self-service gas station where staff can provide service, Based on the input content, a means for identifying the store, A means for obtaining information on whether or not the service can be provided at the identified store, A means for transmitting the aforementioned approval / rejection information to the customer terminal, Order content receiving means for receiving the customer's order details according to the aforementioned feasibility information, A management server.

[0096] (Note 2) The input includes the store where the service is to be provided, the type and volume of fuel to be dispensed, the payment method, the type of service to be provided, and the time at which the service is to be provided. The management server as described in Appendix 1.

[0097] (Note 3) The identification means identifies a store that satisfies at least one of the input contents. The management server as described in Appendix 2.

[0098] (Note 4) The system further includes an order transmission means for transmitting the aforementioned order details to a gas station server. The management servers listed in appendices 1 to 3.

[0099] (Note 5) The aforementioned order details include the type of service you wish to cancel or have provided, The order content transmission means transmits the order content to the gas station server if the order content includes the type of service the customer wishes to receive. The management server described in Appendix 4.

[0100] (Note 6) The system further includes payment information transmission means for transmitting the customer's payment information to the customer terminal. The management server described in Appendix 4 or 5.

[0101] (Note 7) A notification receiving means for receiving a notification indicating that the provision of the aforementioned service has ended, Payment information generation means for generating the aforementioned payment information, The management server described in Appendix 6 further has the following features.

[0102] (Note 8) A means of determining whether or not it is possible to provide services at a store, A means for transmitting availability information to a management server, which transmits information on whether or not the aforementioned service can be provided. A gas station server, including one.

[0103] (Note 9) The means for determining whether or not to approve or disapprove determines whether or not to approve or disapprove based on the work information of the store's employees. The gas station server described in Appendix 8.

[0104] (Note 10) Order details receiving means for receiving order details from the management server, Order details output means for outputting the aforementioned order details, A gas station server as described in Appendix 8 or 9, further comprising:

[0105] (Note 11) A customer verification means that obtains information about a customer's visit and information about the refueling lane used by the customer, A service provision instruction means that instructs the commencement of the provision of the aforementioned service, A gas station server as described in Appendix 10, further comprising:

[0106] (Note 12) The management server described in any of the appendices 1 to 3, The gas station server described in Appendix 8 or 9, A service delivery system equipped with the following features.

[0107] (Note 13) The management server described in Appendix 4 or 5, The gas station server described in Appendix 10, A service delivery system equipped with the following features.

[0108] (Note 14) The management server described in Appendix 6 or 7, The gas station server described in Appendix 11, A service delivery system equipped with the following features.

[0109] (Note 15) The system receives input from customers who wish to use a self-service gas station where staff can provide service, via a customer terminal. Based on the input information, the store will be identified. At the identified store, information is obtained on whether or not the service can be provided. The approval / rejection information is transmitted to the customer terminal. The customer's order details are received in accordance with the aforementioned feasibility information. Management method.

[0110] (Note 16) The process involves receiving input from a customer terminal regarding the use of a self-service gas station where staff can provide service, and Based on the input content, a process is performed to identify the store, The process of obtaining information on whether the service can be provided at the identified store, The process of transmitting the approval / rejection information to the customer terminal, A process for receiving the customer's order details in accordance with the aforementioned feasibility information, A management program that causes a computer to execute a command. [Explanation of Symbols]

[0111] 1. 2. Service Delivery System 11, 21, 31 Management Servers 111, 211 Reception Desk 112,212 Specific part 113,213 Availability information acquisition unit 114,214 Approval / Rejection Information Transmission Unit 115,215 Order Reception Department 116,216 Order details submission section 217 Notification Receiving Unit 218 Payment Information Generation Unit 219 Payment Information Transmission Section 12, 22, 32 Gas station servers 121,221 Possibility identification part 122,222 Approval / Rejection Information Transmission Unit 123,223 Order details receiving section 124,224 Order details output section 225 Customer Verification Department 226 Service Provision Instruction Department 311, 321 processors 312, 322 ROM 313, 323 RAM 314, 324 storage device 315, 325 Input / Output Interfaces 316, 326 communication interfaces Buses 317 and 327 91 Customer terminal 92,93 Storage section 94 Display terminal

Claims

1. A reception system that receives input from customers via a customer terminal for customers who wish to use a self-service gas station where services performed by staff are available, Based on the input content, a means for identifying the store, Feasibility information acquisition means for acquiring feasibility information, which is information on whether or not the employee can provide the service, identified based on information indicating the status of employee response at the store, including at least one of the following: information entered by the employee of the store via a display terminal installed at the identified store, or employee work information at the store. A means for transmitting the aforementioned approval / rejection information to the customer terminal, If the availability information indicates that the service cannot be provided, an operation unit for accepting changes to the input content will be displayed on the screen of the customer terminal, and an order content receiving means will receive the customer's order content as changed in response to the operation on the operation unit. A management server having input content including the type of service to be provided and the time at which the service to be provided is desired.

2. The aforementioned input information further includes the store where the service is to be provided, the type and volume of fuel to be dispensed, and the payment method. The management server according to claim 1.

3. The identifying means identifies the store that satisfies at least one of the input contents. The management server according to claim 2.

4. The system further includes an order transmission means for transmitting the aforementioned order details to a gas station server. The management server according to claim 3.

5. The aforementioned order details include the type of service you wish to cancel or have provided, The order content transmission means transmits the order content to the gas station server if the order content includes the type of service the customer wishes to receive. The management server according to claim 4.

6. The system further includes payment information transmission means for transmitting the customer's payment information to the customer terminal. The management server according to claim 5.

7. A notification receiving means for receiving a notification indicating that the provision of the aforementioned service has ended, Payment information generation means for generating the aforementioned payment information, The management server according to claim 6, further comprising:

8. A means for determining whether or not it is possible to provide services at a store, based on information indicating the status of staff response at the store, which includes at least one of the following: information entered by a staff member of the store via a display terminal provided at the specified store, or work information of a staff member of the store; A means for transmitting availability information to a management server, which transmits information on whether or not the aforementioned service can be provided. A gas station server including, A management server according to any one of claims 1 to 3, A service delivery system equipped with the following features.

9. The system receives input from customers who wish to use a self-service gas station where staff-assisted services are available, via a customer terminal. The input content includes the type of service to be provided and the time at which the service is to be provided. Based on the input information, the store will be identified. The system acquires feasibility information, which is information on whether or not the employee can provide the service, based on information indicating the employee's response status at the store, including at least one of the following: information entered by the employee of the store via a display terminal installed at the identified store, or the employee's work information at the store. The approval / rejection information is transmitted to the customer terminal. If the availability information indicates that the service cannot be provided, an operation unit for accepting changes to the input content will be displayed on the customer terminal screen, and the customer's order content will be received in response to the operation on the operation unit. Management method.

10. The process involves receiving input from a customer terminal regarding the user's request to use a self-service gas station where staff-operated services are available, and Based on the input content, a process is performed to identify the store, A process to acquire feasibility information, which is information on whether or not the employee can provide the service, identified based on information indicating the employee's response status at the store, including at least one of the following: information entered by the employee of the store via a display terminal provided at the identified store, or the employee's work information at the store; The process of transmitting the approval / rejection information to the customer terminal, If the availability information indicates that the service cannot be provided, an operation unit for accepting changes to the input content will be displayed on the customer terminal screen, and a process will be performed to receive the customer's order content as changed in response to the operation on the operation unit. A management program that causes a computer to execute, the input content of which includes the type of service to be provided and the time of day for which the service to be provided.

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