JP2001167189A - Customer information management system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a customer information management system which can quickly send the customer information and can support the business activities of real estate according to each business purpose. SOLUTION: In this management system where the customer information are managed to be used for the business activities of real estate, a terminal system 10 is set up at every business office and a center system 20 is set up at a specific place. The systems 10 and 20 are connected together through a network 30. A database 11 stores the information on customers, a database 21 stores the incidental information on users and a database 22 stores the map information respectively. A terminal device 21 functions as an information display means to retrieve those databases based on each prescribed condition and to display the customer information or incidental customer information after combining it with the map information.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer information management system for managing customer information used for sales activities of real estate such as buildings and land.

[0002]

2. Description of the Related Art Conventionally, sales activities of real estate such as buildings and land are mainly performed at exhibitions and the like for customers (prospective customers) who plan to acquire real estate. Then, once the customer purchases the real estate, business activities such as maintenance and renovation are continuously performed according to the customer's request.

[0003]

By the way, some of the customers who have acquired real estate, for example, need to rebuild due to the aging of their buildings or the aging of their customers or the growth of children. There is a customer who needs to be relocated due to a lack of service or due to regional development. For such a customer, a certain degree of prediction can be made from customer information such as the family structure of the customer, the layout, or the number of years of residence, and the customer can be a powerful target for business activities. This customer information is created from, for example, items described in a questionnaire filled out by a customer at an exhibition of a property for sale, items described in documents at the time of contract, and stored in a database.

[0004] However, conventionally, various kinds of information about the customer, such as the address and age of the customer, the date of construction of the building, and the floor plan, are individually managed. For this reason, in order to use customer information for business activities, a salesperson must find necessary information from such information in accordance with the purpose of the business activities, which requires a great deal of labor. For example, if you want to list customers who are likely to need renovation as your child grows up, you need to find out information about the customer's family structure, the age of the child, the layout of the building, etc. individually. is there. Moreover, when trying to list a plurality of customers, it is necessary to repeat the same work for each customer, which is inconvenient.

The present invention has been made in view of the above circumstances, and provides a customer information management system capable of quickly obtaining necessary information on a customer according to the purpose of a business activity and supporting the business activity. The purpose is to provide.

[0006]

In order to solve the above-mentioned problems, the present invention has the following arrangement. That is, according to the present invention, in a customer information management system for managing customer information used for business activities of real estate, a first database (for example, a component corresponding to a database 11 described later) storing customer information on the customer is provided. A second database (for example, a component corresponding to the later-described database 21) storing the additional information of the customer (for example, an element corresponding to the ground information 211 or the trader information 215 stored in the later-described database 21); A third database (for example, a component corresponding to the database 22 described later) that stores map information and the first and second databases are searched based on preset conditions, and the search is performed in combination with the map information. Information display means for displaying customer information or supplementary information (for example, a terminal The corresponding components that) the function of the information display means 12 is provided, which comprising the.

[0007] In the customer information management system, for example, the information display means reflects the chronological change in the customer information (for example, a database 11 described later).
, Or the additional information (for example, an element corresponding to information stored in the database 21 described later). further,
In the customer information management system, for example, the first
Is characterized in that the customer information is classified and stored as prospective customers, contract customers, and residents.

Further, in the customer information management system, for example, the second database includes at least ground information (for example, an element corresponding to ground information 211 described later) and drawing information (for example, described later) as the additional information. (An element corresponding to the drawing information 212). Further, in the customer information management system, for example, the third database stores, as the map information, map information of a plurality of different scales (for example, elements corresponding to map information 221 to 223 described later). It is characterized by the following.

Further, in the customer information management system, for example, at least the first database and the information display means are installed in each business office, and the second and third databases are specified as common resources. It is installed in a place (for example, a component corresponding to an information center to be described later), and the information display means installed in each business office receives the second and third information via a network (for example, a component corresponding to a network 30 to be described later). Is configured to be accessible.

According to the present invention, the information display control means includes:
From the first database, information on the customer, such as the customer's address, age, gender, occupation, work location, family structure, and the like, is acquired from the first database. Also, as information on the property from the second database, for example, the location of the land, the site area, the land price, the type (the urbanized area, the adjusted urbanization area, etc.), the type of the building (the detached house, the apartment house, etc.), the age of the building , And obtain information such as floor plan. Furthermore, for example, an area map of an area where the customer's property is located is acquired from the third database as information relating to the map. Then, the information display control means displays the property of the customer with a mark on the area map, for example.

Here, the information display control means displays information on the property of the customer who satisfies the designated condition. For example,
When displaying information on the property of a customer presumed to need renovation, if the customer is in his forties and the age of the building is 15 years or more, the customer who satisfies this condition is designated. Information about the property
Marked above the area map. At this time, the information display control means reflects, for example, information about the customer and information about the property in the color and shape of the mark on the area map. Thereby, for example, a plurality of pieces of information can be displayed according to the age of the customer or the age of the property, and the plurality of pieces of information can be easily read on one screen.

[0012]

Embodiments of the present invention will be described below with reference to the drawings. FIG. 1 shows a configuration of a customer information management system according to an embodiment of the present invention. This customer information management system is for managing customer information used for sales activities of real estate, and manages a terminal system 10 installed in each office and common information used in each office. And a center system 20 installed at an information center (specific place). The terminal system 10 and the center system 20 are connected via a network 30 such as the Internet so that two-way communication is possible.

Here, the terminal system 10 comprises a database 11 for storing customer information and a terminal device 12 functioning as information display means for displaying local customer information. FIG. 2 shows a specific configuration of the database 11. As shown in FIG.
Stores customer information by classifying into prospective customers (administrative customers; customers who are pre-contract customers and managed as targets of sales activities), order-receiving customers (contract customers), and residents. Among these, the information on the resident includes information on the disposal of the real estate after moving in, such as resale of the real estate after moving in or making it a rental house. In addition, the customer information includes information such as the name, age, gender, address, telephone number, postal code, and work location of each prospective customer, order customer, and resident customer.

FIG. 3 shows a specific configuration of the terminal device 12. The terminal device 12 is a computer such as a personal computer, on which each component of the information control and display means is constructed. That is, in FIG.
The condition setting unit 121 is for setting conditions for searching for information to be displayed (hereinafter, referred to as “display search conditions”). The information search processing unit 122 searches information stored in the databases 11, 21, and 22 based on the display search conditions set by the condition setting unit 121. As will be described later, the information display means constructed on the terminal device 12 has a function of displaying each customer information and its accompanying information on a screen by reflecting a time-series change.

The buffer 123 is for temporarily storing information obtained by the search. The display control processing unit 124 is for executing a series of control processes for displaying information stored in the buffer 123. The display unit 125 is for displaying information stored in the buffer 123 under the control of the display control processing unit 124. Although not particularly shown, the terminal device 12
Is provided with means for registering / deleting / editing information of each database in addition to the components of the display control means described above.

On the other hand, the center system 20 comprises a database 21 for storing additional information of customers, a database 22 for storing map information, and a terminal device 23 for managing these databases. Here, the database 21 includes the ground information 211, the drawing information 212, the maintenance information 213, the sales information 214, and the trader information 21.
5 is stored. The ground information 211 is information obtained by a survey conducted in advance on the site of each building, and includes, for example, various information such as the hardness of the ground, the presence or absence of a fault, the degree of ground inclination, the geology, and the altitude above sea level. including. Drawing information 212
Is information related to a drawing representing the structure of the building, and includes, for example, information on the design of the building, the arrangement of the lighting equipment, the structural information after the repair, the material, the color scheme, and the electrical wiring of each part.

The maintenance information 213 is information on maintenance of the building after moving in, and includes information (complaint information) on complaints such as rain leaks. The sales information 214 is information obtained by the salesperson through sales activities, and includes, for example, information such as a customer's lifestyle and hobbies, plans for future remodeling and remodeling, and family structure. Trader information 215
Is information related to a contractor, for example, a contractor engaged in a building construction work, a contractor engaged in a water supply work, a contractor engaged in an electric work, and the like.

The database 22 stores map information of a plurality of scales. In this embodiment, 500
Map information 221 at a scale of 1/1000, 1/25000
The map information 222 of three kinds of scales, ie, the map information 222 of the scale of and the map information 223 of the scale of 1/1500 is stored. Each of the map information 221 to 223 includes graphic information for visually expressing the map itself and longitude / latitude / address information for specifying a coordinate position on the map. Here, the longitude / latitude / address information is for associating the address information with the longitude and the latitude, and as described later, is used to display a mark representing a customer of the address location on an address location on a map. Used for

The databases 21 and 22 in the above-mentioned center system 20 are connected to a network 30 via a terminal device 23, and can be accessed from the terminal systems 10 installed in each sales office.

In the following, regarding the operation (use form) of the customer information management system according to this embodiment, information on a customer who needs a renovation is searched under the purpose of a business activity of finding a customer for the renovation. The following describes an example in which the information is displayed. For example, a salesperson who is a user of the customer information management system uses a display search condition for searching for information about a customer in accordance with the purpose of a sales activity (to find a customer for renovation) when using this system. Make the settings for To that end, assume a customer image that requires renovation.

In this embodiment, such a customer is assumed to be an elderly customer who lives in Tokyo and needs to eliminate the steps on the floor and install a railing on the corridor or stairs. , As the display search condition described above, the residence of the customer is Setagaya-ku, Tokyo (hereinafter, “first requirement”
), The customer must be at least 80 years old (hereinafter referred to as "
"The second requirement"), that there is a step of 3 cm or more on the floor of the building (hereinafter "the third requirement"), and that no handrail is installed on the stairs (hereinafter, "the third requirement")
"Fourth requirement"). The display search conditions are set in the condition setting unit 121 by an salesperson of a user of this system via an input device such as a keyboard.

A plurality of types of display search conditions are prepared in a library in advance according to the purpose of the sales activity, and the salesperson selects an appropriate display search condition according to the purpose of each sales activity. May be set in the condition setting unit 121. This saves the trouble of examining the contents of the display search conditions each time.

In addition to the purpose of the above-mentioned business activities of finding customers for renovation, for example, finding customers who need rebuilding due to aging of buildings, customers who have become residents within one year Therefore, the display search condition may be appropriately selected and set in accordance with the purpose of the sales activity, such as a visit to a customer who is at a regular service time and a visit to a customer who wants to sell.

As described above, when the display search condition is set in the condition setting section 121, the information search processing section 122 uses the condition set in the condition setting section 121 as a keyword.
Each information stored in the database (customer information) 11 in the terminal system, the database (auxiliary information) 21 in the center system, and the database (map information) 22 is searched, and all information related to the corresponding customer is searched. read out.

The operation of searching each database and reading out information will be specifically described below. Information search processing unit 122
Refers to the above-described first requirement set as the display search condition, and obtains information on the customer corresponding to the first requirement,
The database (customer information) 11 is searched. As a result, all customers living in Setagaya-ku, Tokyo are specified. Subsequently, the information search processing unit 122 refers to the above-mentioned second requirement, and from among the customers who meet the above-mentioned first requirement,
Information about the customer corresponding to the second requirement is retrieved from the database (customer condition) 11. As a result, customers who are 80 years or older who live in Setagaya-ku, Tokyo are narrowed down and specified.

Subsequently, the information retrieval processing unit 122 refers to the above-mentioned third requirement and, among the customers who meet both of the above-mentioned first and second requirements, relates to the customer who meets the third requirement. Search for information. More specifically, the drawing information 212 in the database (supplementary information) 21 in the center system 20 is searched for the customer who is 80 years or older who lives in Setagaya-ku, Tokyo, and is searched from the database (customer information) 11. Identify a building with a step of 3 cm or more on the floor. As a result, among the customers who live in Setagaya-ku, Tokyo and are 80 years or older, customers living in a building having a step of 3 cm or more on the floor are further narrowed down and specified.

Subsequently, the information search processing unit 122 refers to the above-mentioned fourth requirement and, among the customers who meet all of the above-mentioned first to third requirements, the customer who meets the fourth requirement. Search for information about More specifically, a database in the center system 20 for customers who are 80 years or older who live in Setagaya-ku, Tokyo and who live in a building having a step of 3 cm or more on the floor, retrieved from the database 11. (Supplementary information) The drawing information 212 in 21 is searched again, and a building having no handrail on the stairs is specified.

According to the above processing, a customer who is 80 years or older who lives in a building in Setagaya-ku, Tokyo where the floor has a step of 3 cm or more, lives in a building where no handrail is installed on the stairs. A customer, that is, a customer who meets all of the above first to fourth requirements is finally specified.

Subsequently, the information retrieval processing unit 122 executes the database in the terminal system installed in the sales office for the customer who finally meets the above-mentioned first to fourth requirements and finally specified. 11 and all information related to the customer from the databases 21 and 22 in the center system, and stores the information in the buffer 123 of the display control means in the terminal device 12.

Subsequently, the information search processing unit 122 searches the database 22 (map information) in the center system with reference to the condition specified as the first requirement, reads out the map information of Setagaya-ku, Tokyo, The data is stored in the buffer 123 in the terminal system. At this time, the map information 221-222
3, the map information of each scale is read out and stored in the buffer. As described above, the database (customer information) 1
1. The processing for searching the database (supplementary information) 21 and the database (map information) 22 and reading out information related to the customer concerned ends.

Next, a salesperson who is a user of the customer information management system specifies, from the condition setting unit 121, items of customer information to be displayed. In this embodiment, the customer's "name", "address", "postal code", and "telephone number" are designated as the items. When the item of the customer information to be displayed is specified from the condition setting unit 121, the display control processing unit 124 reads the customer information, the supplementary information, and the map information from the buffer 123 and causes the display unit 125 to display the information.

More specifically, the display control processing section 124 reads, from the buffer 123, map information of a scale of 1 / 50,000 and information on items designated by the condition setting section 121. In this example, the information of the items specified by the condition setting unit 121 is information read as the customer information from the database 11 and stored in the buffer 123, and the information on these items is stored in the buffer 123. Is read from the customer information. Then, such information is displayed on the display unit 125.

FIG. 4 shows an example of a display screen of the display unit 125. As shown in the figure, the display screen is divided into a map information display area 1251 and a detailed information display area 1252, and icons for Internet browsers are arranged in the display area 1253. Here, in the map information display area 1251, a mark (〇) representing each customer is displayed on the map of the area (Setagaya-ku, Tokyo) set as the first requirement described above. The display of this mark is performed based on customer address information stored as customer information.

More specifically, the above-described display control processing unit 124
Extracts the address information of each customer from the customer information stored in the buffer 123, and expresses the address information of each customer by referring to the map information (longitude / latitude / address information) also stored in the buffer 123. Get the longitude and latitude of the address. Then, a mark representing the customer is displayed at the coordinate position on the map information display area 1251 specified by the longitude and latitude. In this embodiment, one mark corresponds to one customer.

However, without being limited to this, the map is divided into a plurality of areas, one mark is allocated to each area, and the size of the mark is changed according to the number of customers in each area. I do. Specifically, the scale of the map is 5000
In the case of 1/0, a mark is assigned by dividing the map into a plurality of areas in units of 1 square kilometer. The size of each mark is determined by the number of customers in that area,
The larger the mark, the greater the number of customers who are targeted for sales activities within the area to which the mark is assigned. Note that if no customer who is the target of the sales activity exists in the area, no mark is displayed in that area.

When the scale of the map is 1/25000, the mark is divided into a plurality of areas on the map in units of, for example, 100 square meters. further,
When the scale of the map is 1/1500, one mark is assigned to one customer, and the customer and the mark are associated one-to-one. Thus, by changing the expression form of the mark according to the scale of the map and the number of customers per unit area, it is possible to easily grasp the distribution of customers on the map. The scale of the map can be switched by selectively clicking the icon 1251A provided for changing the display mode in the map information display area 1251.

On the other hand, a detailed information display section 1252 shown in FIG.
Displays information on items specified by the condition setting unit 121 described above. In this example, the detailed information display unit 1252
Column 1252A of “customer name” and column 1 of “current address”
252B, “Postal code” column 1252C, “Phone number”
Column 1252D, column 1 of "He (charged salesperson)"
252E, "Source of information" column 1252F, "Work"
Column 1252H is provided, and information corresponding to each column is displayed.

Here, the customer information displayed in each section of the detailed information display area 1252 is the map information display area 1251.
Is clicked on, the information on the customer represented by the mark is displayed. Specifically, when a certain mark on the map information display area is clicked, the display control processing unit 124 converts the coordinate position of the clicked mark into longitude and latitude. Subsequently, the above-mentioned longitude, latitude, and longitude in the map information stored in the buffer 123 are stored.
Referring to the address information, address information specified by the longitude and latitude obtained by the conversion is acquired. And buffer 1
With reference to the customer information stored in the address information 23, a customer resident at the address location represented by the address information is specified, and information related to the customer is read from the buffer 123 and displayed in each column of the detailed information display area 1252. .

In the example shown in FIG. 4, in addition to the above-mentioned detailed information on the customer, "incomplete name", "incomplete address", "duplicate", "postcard return", "contracted check", "dead check", Columns such as "Friend's membership date" and "Do not send HC" are provided. In this case, in the column of “defective name”, a check mark is displayed when the name of the customer displayed in the column 1252A of “customer name” is not correctly represented, for example, in katakana. You. In the "address incomplete" column, a mark is displayed when the current address of the customer displayed in the "current address" column 1252B is not correctly represented, for example, when the address is unknown. In the “overlap” column, a plurality of marks are displayed on the same coordinates on the map information display area 1251, and a check mark is displayed when any of the marks is clicked.

In the "postcard return" column, postcards that have been sent to customers in the past (for example, postcards notifying that an exhibition has been held) are returned due to reasons such as no one corresponding to the destination. Mark is displayed when there is. By referring to the “postcard return” column, it is possible to make a certain estimation as to whether or not the customer is still resident at the address displayed in the map information display area 1251.

In the column of “contracted check”, a check mark is displayed when a sales contract has been established with the customer. In the column of “deletion check”, a check mark is displayed when a contract with the customer has not been established. In the column of "friend enrollment date", the date when the customer became a member of an organization that exchanges information about properties and the like is displayed. In the column of "Do not send HC", a check mark is displayed when the customer is not a target of mailing of the property information.

As described above, when the above-described display search conditions according to the purpose of the sales activity and the items of information to be displayed are set from the condition setting unit 121, the information search processing unit 122
, Information related to the customer concerned is read from each database, and this information is edited and displayed on the display unit 125 by the display control processing unit 124.

The features of this embodiment will be summarized below. (1) The customer information is managed using the GIS, and the display form of the information stored in various databases is changed according to the purpose of use (use). This makes it possible to visually grasp the customer information on the map. (2) According to the purpose of the sales activity, necessary customer information is selectively read out from various databases while reflecting time-series changes, and is displayed in a form suitable for use in the sales activity. . Thus, it is possible to display customer information according to the purpose of the business activity based on the current state of the customer, which changes every moment, and thus it is possible to increase the efficiency of the business activity.

(3) Procedures between each business office and the information center are performed via the Internet. This allows
Regardless of where the office is located, as long as it can connect to the Internet, the office can access the database at the information center and use the information in this database. . (4) The history information of each customer is managed. (5) It is a network-type centralized management database.

The effects of this embodiment will be summarized below. (1) A resident information database can be established. (2) A customer information database can be established. (3) It is possible to enhance communication and improve management efficiency by organizing and integrating duplication work. (4) Effective use of resident information in homing (history by region) can be achieved. (5) A marketing strategy can be formulated by looking at the axis of change. (6) An optimal trial area for a strategy can be ascertained.

Although the embodiment of the present invention has been described above, the present invention is not limited to the above embodiment. For example, in the above-described embodiment, the database 11 is installed in the sales office, and the database 2 is installed in the information center.
Although the database 11 and the database 22 are installed, the database 11 is not limited to this, and the database 11 may be installed in an information center, and each database may be installed in an appropriate place according to the use form of the system. I just need.

Also, the type of information stored in each database is not limited to the above-described embodiment, and all the information may be aggregated in one database. It may be dispersed. Furthermore, the content of the information in each database itself is not limited to the above embodiment, and it is optional to add other information to each database or delete the information.

Further, in the above-described embodiment, the information is displayed on the terminal device installed in the business office. However, the present invention is not limited to this. For example, the information may be displayed on a mobile phone. it can. This allows salespeople to use this system on the go.
Sales activities can be made more efficient. In this case, for example, by searching for necessary customer information on a terminal device installed in a business office and transmitting only this search result to a mobile phone, this method can be used without adding any special means to the mobile phone. The customer information can be displayed on the mobile phone. Generally, it is not possible to display map information on the display of a mobile phone, so when displaying customer information on the display of a mobile phone, the information is limited to information that can be displayed on the mobile phone, such as name and address. .

Of course, it is also possible to connect a portable type terminal device such as a notebook personal computer to the portable telephone so that this terminal can function as the terminal device 12 installed in the above-mentioned business office. In this case, the use as described in the above-described embodiment becomes possible at the place where the salesperson goes, and the sales activities can be further made more efficient.

[0050]

As described above, according to the present invention, in a customer information management system for managing customer information used in business activities of real estate, a customer information, ancillary information of the customer, and map information are provided. Is stored in the database, the database is searched based on preset conditions, and the information about the customer is displayed in combination with the map information.
Quickly get the information you need about your customers,
We can effectively support sales activities.

Further, since the information about the customer is displayed by reflecting the time-series change, the information about the customer to be the target of the sales activity can be displayed based on the current situation of the customer.

Further, since the customer information is classified and stored as prospective customers, contract customers, and tenants, it is possible to manage the customers who are the targets of the sales activities according to the purpose of the sales activities. it can.

Further, at least ground information and drawing information are stored as supplementary information.
As information on a customer to be a target of the sales activity, information on the property of the customer can be managed and displayed.

Further, since map information of a plurality of different scales is stored as the map information, information on customers can be displayed on maps of different scales.

Further, at least a database for storing customer information and information display means are installed in each business office, and a database for storing additional information and map information is installed in a specific place as a common resource. Since the database for storing the supplementary information and the map information can be accessed via the network from the information display means installed in the company, various types of information stored in the database can be obtained from the remote office.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a configuration of a customer information management system according to an embodiment of the present invention.

FIG. 2 is a diagram showing a configuration of a database for storing customer information according to the embodiment of the present invention.

FIG. 3 is a block diagram showing a configuration of a terminal device as information display means according to the embodiment of the present invention.

FIG. 4 is a diagram showing an example of a screen displayed on the display unit according to the embodiment of the present invention.

[Explanation of symbols]

 10: Terminal system 11: Database (customer information) 12: Terminal device (terminal system side) 20: Center system 21: Database (additional information) 22: Database (map information) 23: Terminal device (center system side) 121: Condition Setting unit 122: Information search processing unit 123: Buffer 124: Display control processing unit 125: Display unit 211: Ground information 212: Drawing information 213: Maintenance information 214: Sales information 215: Trader information 221, 222, 223: Map information

Claims (6)

[Claims] 1. A customer information management system for managing customer information used for sales activities of real estate, wherein: a first database for storing customer information on the customer; and a second database for storing incidental information of the customer. A database, a third database for storing map information, and searching the first and second databases based on preset conditions, and displaying the customer information or incidental information in combination with the second map information. A customer information management system, comprising: an information display unit; 2. The customer information management system according to claim 1, wherein the information display unit displays the customer information or the supplementary information by reflecting a time-series change. 3. The customer according to claim 1, wherein the first database stores the customer information by classifying the customer information into a prospective customer, a contract customer, and a resident. Information management system. 4. The customer information management system according to claim 3, wherein the second database stores at least ground information and drawing information as the additional information. 5. The customer information management system according to claim 1, wherein the third database stores map information of a plurality of different scales as the map information. 6. At least the first database and the information display means are installed in each business office, and
And a third database is installed at a specific place as a common resource, and the second and third databases are accessible via a network from information display means installed at each sales office. The customer information management system according to any one of claims 1 to 4, wherein