SYSTEM AND METHOD FOR NOTIFYING CUSTOMERS OF CHECKOUT QUEUE ACTIVITY

• US 20160171566A1
• Filed: 12/10/2015
• Published: 06/16/2016
• Est. Priority Date: 12/10/2014
• Status: Active Grant

• Current Assignee: Meijer (Meijer Cos. Ltd.)
• Original Assignee: Meijer (Meijer Cos. Ltd.)
• Inventors: Pugh, Brian, Robinson, JR., Elmer L., Pallas, David Scott, Ross, K. Michael
• Granted Patent: US 10,325,294 B2
• Time in Patent Office: Days
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting

Abstract

A system and method for notifying customers of a retail enterprise of checkout queue activity includes a stored identification code identifying a location in or near a customer entry area to multiple point-of-sale systems grouped together in a brick-and-mortar outlet of the retail enterprise, and customer codes associated in a database with various customers of the retail enterprise, monitoring purchase transaction activity at each of the plurality of point-of-sale systems. An operating state of each of the point-of-sale systems is determined based on the monitored purchase transaction activity thereof. In response to a wirelessly received customer code and identification code, a notification message is wirelessly transmitted to a mobile communication device identified by a matching one of the customer codes in the database if the wirelessly received identification code matches the stored identification code. The notification message includes information identifying the operating state of at least one point-of-sale system.

Claims

1. A method of notifying customers of a retail enterprise of checkout queue activity, the method comprising:

storing an identification code, with a processor in a first database, the identification code identifying a location in or near a customer entry area to a plurality of point-of-sale systems grouped together in a brick-and-mortar outlet of the retail enterprise,

associating, with the processor in the first or a second database, each of a plurality of customer codes with a different one of a plurality of customers of the retail enterprise,

monitoring, with the processor, purchase transaction activity at each of the plurality of point-of-sale systems,

determining, with the processor, an operating state of each of the plurality of point-of-sale systems based on the monitored purchase transaction activity thereof, and

in response to a wirelessly received customer code and identification code, identifying with the processor the one of the plurality of customer codes in the first or second database that matches the wirelessly received customer code, comparing, with the processor, the wirelessly received identification code with the identification code stored in the first database, and wirelessly transmitting, under control of the processor, a notification message to a mobile communication device identified by the matching one of the plurality of customer codes if the wirelessly received identification code matches the identification code stored in the first database, the notification message including information identifying the operating state of one or more of the plurality of point-of-sale systems.

2. The method of claim 1, wherein determining the operating state of each of the plurality of point-of-sale systems comprises identifying, with the processor, each of the plurality of point-of-sale systems not presently processing a purchase transaction,

wherein the information in the notification message identifying the operating state of one or more of the plurality of point-of-sale systems includes information identifying one or more of the plurality of point-of-sale systems not presently processing a purchase transaction as available to process a purchase transaction.

3. The method of claim 2, further comprising determining, with the processor, the one of the plurality of point-of-sale systems not presently processing a purchase transaction that is closest in proximity to the location identified by the identification code,

wherein the information in the notification message identifying one or more of the plurality of point-of-sale systems not presently processing a purchase transaction as available to process a purchase transaction includes the one or more of the plurality of point-of-sale systems not presently processing a purchase transaction that is closest in proximity to the location identified by the identification code.

4. The method of claim 1, wherein determining the operating state of each of the plurality of point-of-sale systems comprises identifying, with the processor, each of the plurality of point-of-sale systems presently processing a purchase transaction,

wherein the information in the notification message identifying the operating state of one or more of the plurality of point-of-sale systems includes information identifying one or more of the plurality of point-of-sale systems presently processing a purchase transaction.

5. The method of claim 1, wherein determining the operating state of each of the plurality of point-of-sale systems comprises identifying, with the processor, each of the plurality of point-of-sale systems not presently processing a purchase transaction, and identifying, with the processor, each of the plurality of point-of-sale systems presently processing a purchase transaction,

and wherein the information in the notification message identifying the operating state of one or more of the plurality of point-of-sale systems includes information identifying one or more of the plurality of point-of-sale systems presently processing a purchase transaction and one or more of the plurality of point-of-sale systems not presently processing a purchase transaction.

6. The method of claim 1, wherein determining the operating state of each of the plurality of point-of-sale systems comprises identifying, with the processor, each of the plurality of point-of-sale systems presently processing a purchase transaction,

and wherein the information in the notification message identifying the operating state of one or more of the plurality of point-of-sale systems includes information indicating that all of the plurality of point-of-sale systems are busy if each of the plurality of point-of-sale systems is presently processing a purchase transaction.

7. The method of claim 6, further comprising, if each of the plurality of point-of-sale systems is presently processing a purchase transaction:

generating or retrieving from a database, with the processor, at least one virtual discount coupon, and

including the at least one virtual discount coupon in or with the notification message transmitted, under control of the processor, to the mobile communication device identified by the matching one of the plurality of customer codes.

8. The method of claim 7, further comprising:

associating, with the processor in the first or a second database, each of a plurality of customer codes with a different one of a plurality of purchase histories, each of the plurality of purchase histories including information relating to prior purchases made from the retail enterprise by a corresponding one of the plurality of customers of the retail enterprise,

accessing, with the processor, the one of the plurality of purchase histories associated in the first or second database with one of the plurality of customer codes that matches the wirelessly received customer code, and

generating or retrieving from a database the at least one virtual discount coupon based on one or more of the prior purchases included in the accessed one of the plurality of purchase histories.

9. The method of claim 6, further comprising:

associating, with the processor in the first or a second database, each of a plurality of customer codes with a different one of a plurality of purchase histories and with a different one of a plurality of customer accounts, each of the plurality of purchase histories including information relating to prior purchases made from the retail enterprise by a corresponding one of the plurality of customers of the retail enterprise, each of the plurality of customer accounts including information relating to a corresponding one of the plurality of customers of the retail enterprise, and

if each of the plurality of point-of-sale systems is presently processing a purchase transaction;

processing, with the processor, at least one of the one of the plurality of purchase histories and the one of the plurality of customer accounts associated in the first or second database with one of the plurality of customer codes that matches the wirelessly received customer code to determine whether the matching one of the plurality of customer codes includes or is associated in the first or second database with a preferred status indicator, and

including in the notification message information identifying one of the plurality of point-of-sale systems pre-designating as no waiting if the matching one of the plurality of customer codes includes or is associated in the first or second database with a preferred status indicator.

10. The method of claim 9, further comprising, if each of the plurality of point-of-sale systems is presently processing a purchase transaction and the matching one of the plurality of customer codes does not include or is not associated in the first or second database with a preferred status indicator:

generating or retrieving from a database, with the processor, at least one virtual discount coupon, and

including the at least one virtual discount coupon in or with the notification message transmitted, under control of the processor, to the mobile communication device identified by the matching one of the plurality of customer codes.

11. The method of claim 10, further comprising:

accessing, with the processor, the one of the plurality of purchase histories associated in the first or second database with one of the plurality of customer codes that matches the wirelessly received customer code, and

generating or retrieving from a database the at least one virtual discount coupon based on one or more of the prior purchases included in the accessed one of the plurality of purchase histories.

12. The method of claim 1 wherein each of the plurality of point-of-sale systems defines a customer checkout lane through which customers pass during purchase transactions processed by the point-of-sale system,

and wherein monitoring the purchase transaction activity at each of the plurality of point-of-sale systems comprises at least one of monitoring, with the processor, a purchase transaction state of each of the plurality of point-of-sale systems and monitoring, with the processor, customer traffic in each of the plurality of checkout lanes, the purchase transaction state of each of the plurality of point-of-sale systems being one of presently processing a purchase transaction and not presently processing a purchase transaction,

and wherein the method further comprises:

estimating, with the processor, a plurality of wait times each for a different one the plurality of point-of-sale systems based on the monitored purchase transaction activity at the different one of the plurality of point-of-sale systems, each of the plurality of wait times defining an estimated amount of time from the present that the corresponding one of the plurality of point-of-sale systems will be available to conduct a purchase transaction for a customer that presently enters the customer checkout lane, and

determining, with the processor, the operating state of each of the plurality of point-of-sale systems based on at least one of the purchase transaction state and the wait time thereof.

13. The method of claim 12, wherein determining the operating state of each of the plurality of point-of-sale systems comprises determining, with the processor, as available to process a purchase transaction each of the plurality of point-of-sale systems having a purchase transaction state corresponding to not presently processing a purchase transaction.

14. The method of claim 12, wherein determining an operating state of each of the plurality of point-of-sale systems comprises determining, with the processor, as presently processing a purchase transaction each of the plurality of point-of-sale systems having an associated wait time greater than a first threshold wait time and less than or equal to a second threshold wait time.

15. The method of claim 12, wherein determining an operating state of each of the plurality of point-of-sale systems comprises determining, with the processor, as presently busy each of the plurality of point-of-sale systems having an associated wait time greater than the second threshold wait time.

16. The method of claim 15 further comprising, if the operating state of each of the plurality of point-of-sale systems is presently busy:

generating or retrieving from a database, with the processor, at least one virtual discount coupon, and

including the at least one virtual discount coupon in or with the notification message transmitted, under control of the processor, to the mobile communication device identified by the matching one of the plurality of customer codes.

17. The method of claim 16, further comprising:

associating, with the processor in the first or a second database, each of a plurality of customer codes with a different one of a plurality of purchase histories, each of the plurality of purchase histories including information relating to prior purchases made from the retail enterprise by a corresponding one of the plurality of customers of the retail enterprise,

accessing, with the processor, the one of the plurality of purchase histories associated in the first or second database with one of the plurality of customer codes that matches the wirelessly received customer code, and

generating or retrieving from a database the at least one virtual discount coupon based on one or more of the prior purchases included in the accessed one of the plurality of purchase histories.

18. The method of claim 16, further comprising:

associating, with the processor in the first or a second database, each of a plurality of customer codes with a different one of a plurality of purchase histories and with a different one of a plurality of customer accounts, each of the plurality of purchase histories including information relating to prior purchases made from the retail enterprise by a corresponding one of the plurality of customers of the retail enterprise, each of the plurality of customer accounts including information relating to a corresponding one of the plurality of customers of the retail enterprise, and

if the operating state of each of the plurality of point-of-sale systems is presently busy;

processing, with the processor, at least one of the one of the plurality of purchase histories and the one of the plurality of customer accounts associated in the first or second database with one of the plurality of customer codes that matches the wirelessly received customer code to determine whether the matching one of the plurality of customer codes includes or is associated in the first or second database with a preferred status indicator, and

including in the notification message information identifying one of the plurality of point-of-sale systems pre-designating as no waiting if the matching one of the plurality of customer codes includes or is associated in the first or second database with a preferred status indicator.

19. The method of claim 12, wherein estimating the plurality of wait times for each of the plurality of point-of-sale systems comprises:

determining, with the processor, the purchase transaction state of each of the plurality of point-of-sale systems,

for each of the plurality of point-of-sale systems having a purchase transaction state of not currently processing a purchase transaction, determining the wait time to be less than or equal to the first threshold wait time, and

for each of the plurality of point-of-sale systems having a purchase transaction state of currently processing a purchase transaction, estimating the wait time as a function of the monitored customer traffic in the checkout lane thereof,

wherein the information in the notification message identifying the operating state of any of the plurality of point-of-sale systems for which the wait time is less than or equal to the first threshold wait time identifies the operating state as available to process a purchase transaction.

20. A system for notifying customers of a retail enterprise of checkout queue activity, the system comprising:

a plurality of point-of-sale systems grouped together in a brick-and-mortar outlet of the retail enterprise,

a plurality of wireless signal broadcasting devices located in or near a customer entry area to the plurality of point-of-sale systems,

at least one database having stored therein a plurality of device codes each identifying a different one of the plurality of wireless signal broadcasting devices and, and a plurality of customer codes each identifying a different one of a plurality of customers of the retail enterprise and each associated in the at least one database with a mobile communication device,

means for monitoring purchase transaction activity at each of the plurality of point-of-sale systems,

a processor, and

memory having instructions stored therein which, when executed by the processor, cause the processor to determine an operating state of each of the plurality of point-of-sale devices based on the monitored purchase activity thereof and, in response to a wirelessly received customer code and device code, if the wirelessly received device code matches one of the plurality of device codes in the at least one database and the wirelessly received customer code matches one of the plurality of customer codes stored in the at least one database, to wirelessly transmit a notification message to a mobile communication device associated in the at least one database with the matching one of the plurality of customer codes, the notification message including information identifying the operating state of one or more of the plurality of point-of-sale systems.