JP2002342510A - Repaired product management system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide speedy and accurate repair elapse information for a user by managing the repair progress state of a repaired product in a public place, i.e., the Internet. SOLUTION: The user who requests the product to be repaired is enabled to confirm the state of the repair product at need by accepting the repair of the product through the Internet, estimating its cost, managing a scheduled period of delivery after completion, a repair process state, and a sending state, and providing information. Further, even a user who does not use the Internet can confirm the repair state through voice guidance or FAX. An aftercall to the user having requested the repair is automatically e-mailed after the repair is completed when the user can use electronic mail. When the user can not use electronic call, the user is communicated with by telephone.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a repair center connected to a user's terminal via the Internet, particularly when a failure occurs in various products owned and used by a user and repair is requested to a repair center. The present invention relates to a repair product management system capable of easily grasping the repair progress status of a repair request product by accessing a homepage.

[0002]

2. Description of the Related Art Conventionally, when a user requests a repair center to repair various products in homes and offices, including home electric appliances and personal computers, the repair center repairs the products. Often, the user himself / herself wants to confirm the progress status of each work stage such as taking in a repaired product, estimating a repair cost, repairing, and delivering for return after repair. I would like to inquire about the repair progress status in the hope that the product will be returned as soon as possible if it is a valuable product, a product that I love, or a product that is used in the office and is essential for the performance of the work. Is common.

[0003]

Conventionally, however, the only way to check the progress of repair of a product for which a user has requested repair is to call the repair center or make an inquiry by fax. As a result, many inquiries about the progress were made to the repair center, and it was difficult to deal with the inquiry. In particular, since the repair center did not manage the repair progress of each repair product in a unified manner, it took time to grasp the repair progress status of each repair product, and sometimes it was not possible to report to the user in real time. there were.

[0004] Also, at night, holidays, trays. In the New Year, etc., the repair center could not be contacted, so the user could not confirm the progress of the repaired product for a long time.

[0005] Further, in the case of picking up and repairing a repaired product by a delivery company, whether the repaired product has passed safely to a repair center, there has been no problem during transportation, or the repair request product has been repaired without any problem. Whether it would have arrived at the center,
In many cases, I felt uneasy.

[0006] As described above, it is necessary to easily respond to the request for checking the progress of the repaired product by the client who has requested the repair at any time, and to remove any anxiety of the user. In addition, the repair center also requires unified management of the repair status of each repaired product. Further, it is necessary for the repair center to operate a check function when a scheduled delivery date for repair completion is delayed.

An object of the present invention is to solve the above problems.

[0008]

A first repair product management system according to the present invention is provided with a user for requesting repair of a repair product requiring repair and confirming the repair progress of the repair product whose repair has been started. A repair center that accepts a repair request for the repaired product from the user terminal, instructs delivery between the user of the repaired product, and publishes the repair progress and delivery status of the repaired product on a homepage. A repair center server owned by the repair center server, and a delivery instruction for receiving and returning a delivery or return of the repair product between the user and the repair center from the repair center server and reporting the delivery status of the repair product to the repair center server. A delivery company terminal owned by a company, and a network connecting the user terminal, the repair center server, and the delivery company terminal. That.

[0009] In a second repair product management system of the present invention, in the first invention, the repair center server receives a request for repair of the repair product from the user terminal; In the case, a voice response server that performs the correspondence with the reception center terminal, a facsimile server that performs the correspondence with the reception center terminal when the user terminal is FAX, personal information including the name of the user, and the repair progress of the repaired product And a repair management database server for instructing delivery to the delivery company terminal when the repaired product is taken over or delivered to the user of the repaired product that has been repaired, and the repair progress status of the repaired product is repaired. A repair center terminal for reporting to the management database server, and a repair having a homepage reflecting the repair progress of the repaired product. An inquiry WWW server; and a mail server that sends an e-mail that instructs the user terminal about a request for replenishment information of a repaired product or an operation status after delivery of a repaired repaired product in response to an instruction from the repair management database server. .

[0010] In a third repair product management system according to the present invention, in the first invention, the user terminal includes a telephone, a facsimile or a personal computer.

A fourth repair product management system according to the present invention is the first repair product management system according to the first invention, wherein an authentication code for authenticating a user when the user terminal requests the repair product and a repair product reference number for identifying the repair product. It has a repair management database server to generate.

According to a fifth repair product management system of the present invention, in the first invention, the network includes the Internet or a public telephone line network.

[0013] In a sixth repair product management system of the present invention, in the first invention, the repair management database server may further include a reception completion report from the reception center terminal for the repair product repair request from the user terminal, Upon receiving a repair end report of the repaired product from the repair center terminal, the repair center terminal instructs the delivery company terminal to deliver the repaired product.

According to a seventh repair product management system of the present invention, in the first invention, the delivery company terminal reports a delivery status of the repair product to the repair management database server.

An eighth repair product management system according to the present invention, in the first invention, wherein a homepage of the repair inquiry WWW server is provided so that a delivery company starts picking up the repaired product, finishes picking up from a user, and arrives at a repair center. And information on the progress of repairs at the repair center, the collection of repaired products from the repair center, the end of delivery to the user, and the scheduled delivery date to the user.

In a ninth repair product management system according to the present invention, in the first invention, the repair management database server generates an alarm when confirming occurrence of a delay in repair progress of the repair product from the repair center terminal. To the repair center terminal and the reception center terminal.

[0017] The tenth repair product management system of the present application includes:
In the first invention, a repair center server is provided for delivering the repaired repaired product to the user, and after a certain period of time, confirming the operation status of the repaired product by e-mail to the user.

[0018]

Next, an embodiment of the present invention will be described in detail with reference to the drawings.

First, the configuration of an embodiment of the present invention will be described in detail with reference to the drawings.

There is a user, and among the various products including the workstation, personal computer, home electric appliance, camera, furniture, etc. owned by the user, a certain product is out of order and a request is made to a repair center related to the product for repair. Try to. The user makes a repair request to a repair center via the Internet or a public telephone line network. The repair is completed and the repaired product is returned to the user, and then the user checks from the repair center whether the product is operating normally. The above is the process targeted by the present invention.

A repair center for repairing a product includes a repair center server 1300.
Is the reception center terminal 20 and the voice response server 1100
FAX server 1101, repair management database server 1200, repair center terminal 30, repair inquiry WWW server 1000, mail server 1001,
And are connected to each other by a private line LAN 300. ing.

FIG. 1 shows the configuration of a first embodiment of the present invention. An information processing apparatus (hereinafter referred to as a terminal) including a personal computer having the following functions, the Internet 100 and a public telephone network 200 Network 2 including
50.

The contents of the configuration will be listed and described below.

1. User terminal 10 (having a WEB client function) The user terminal 10 is used by a user who requests repairs, and has an Internet connection function implemented as a program and a W
It has an EB browsing function and an e-mail transmission / reception function.

2. Repair Inquiry WWW Server 1000 The repair inquiry WWW server 1000 is located in the repair center server 1300, and has a function of receiving a request for a repair product implemented as a program, a function of receiving an inquiry about the progress of repair of the requested repair product, And is a WWW server that publishes each as a home page.

When a repair request is received from a user or an inquiry about the repair progress is received, each of the requests is received by a repair management database server 1200 having a database storing the personal information of the user and the repair progress of the product to be repaired. Submit the content. The repair management database server 1200 responds to the repair inquiry WWW server 1000 with a corresponding result according to the received contents of the reception. The repair inquiry WWW server 1000 displays the contents of the response from the repair management database server 1200 on the user terminal 10 as a result of accessing the homepage.

Further, when a repair request or an inquiry from a user is received, a user authentication function is provided to prevent leakage of personal information of the user. When the repair inquiry WWW server 1000 receives the authentication code input by the user from the user terminal 10, the repair management database server 12
This is transmitted to 00. The repair management database server 1200 checks whether the received authentication code matches the authentication code on the database, and reports the result to the repair inquiry WWW server 1000. As a result of this report, the repair inquiry WWW server 1000 permits the user to input, search, and display if they match.
If they do not match, no further access from the user terminal 10 is accepted.

3. Mail server 1001 The mail server 1001 is in the repair center server 1300 and is used for contacting the user. For example, if there is a shortage of repair information such as the failure status of the repaired product by the user, an inquiry is made to the user for the lack of information, or the subsequent operation status of the repaired product returned to the user after the repair is completed is performed. And a function of transmitting an e-mail to the user terminal 10.

4. Delivery company terminal 40 The delivery company terminal 40 is located at the delivery company, and is located at the delivery company performing delivery of the repaired product between the user and the repair center.
And a function of receiving a request for returning a repaired product to the user after the repair is completed. This is executed by the repair management database server 1200 transmitting the delivery request data and the return request data to the delivery company terminal 40.

5. Delivery company terminal 41 The delivery company terminal 41 is located at the delivery company, and receives, as appropriate, reception information from the user of the repair product from the delivery person who delivers the repair product by car or the like and return information to the user of the repair product, It has a function of transmitting to the repair management database server 1200 as a progress status.

Public telephone network (Public telephone network 200)
Are connected to the following terminals.

6. User terminal 11 (analog communication terminal) A terminal having a telephone or facsimile function and having a function of transmitting a push tone by a pressed button used by a user who does not have a terminal such as a personal computer.

[7] Voice response server 1100 The repair center server 1300 has a function of receiving a repair from a telephone from a user, automatically responding by voice, and distributing the received call to each section of the reception center.

When the user confirms the progress of the repaired product, the voice response server 1100 receives the repaired product management number and the authentication code by inputting the repaired product management number and the authentication code with a push tone of the telephone. Then, the inquiry information about the progress of the repaired product is transmitted to the repair management database server 1200. As a result, repair progress data is returned from the repair management database server 1200. It has a function to announce to the user by voice response based on the returned repair progress data.

8. FAX Server 1101 In the repair center server 1300, when the user terminal 11 is a FAX, the user can use the F when checking the progress of the repaired product.
Press the AX button and enter the repair product management number and authentication code with a push tone. When the FAX server 1101 of the repair center receives it, it makes an inquiry to the repair management database server 1200 about the progress of the repaired product. When receiving the repair progress data returned from the repair management database server 1200, the repair progress database has a function of transmitting the received repair progress to the user terminal 11 by facsimile.

Further, the following terminals of the repair center are connected to the LAN (communication network 300) owned by the repair center.

9. Repair management database server 1200 The repair center server 1300 has a function of storing customer information such as a user's name, repair progress information and delivery information of each repaired product, and a function of searching.

Data is stored every time data is input, and data is updated at the reception center terminal 20, the repair center terminal 30,
This is performed in response to a data update request from the delivery company terminal 41.

Further, when the repair work is delayed at the repair center, the repair center terminal 30 and the reception center terminal 20 have a function of transmitting an alarm indicating the repair delay.

10. Reception center terminal 20 In the repair center server 1300, the reception center terminal 2
0 has an Internet connection function implemented as a program, a Web browsing function, an e-mail transmission / reception function, a database modification function of the repair management database server 1200, a telephone function, and a FAX function. It is used to register the contents of requests for repair products and to check the progress of repair products.

11. The repair center terminal 30 is located in the repair center server 1300, and has an Internet connection function implemented as a program, a Web browsing function, an e-mail transmission / reception function, and a database search / correction function of the repair management database server 1200. , Repair product list printing function,
And is used to register the repair progress status in the repair management database 1200.

Next, the operation of the embodiment of the present invention will be described in detail with reference to the flowcharts of FIGS.

A user requesting repair of a product makes a call from the user terminal 11 (analog communication terminal) to the voice response server 1100 of the repair center via the public telephone network 200.

The voice response server 1100 automatically detects voice data, and connects to the voice port of the reception center terminal 20 located at the reception center of the repair center (step A1). Since the reception center terminal 20 displays that there is an incoming voice call, the reception center operator who is on standby starts receiving a telephone call.

The user has the user's name, address, telephone number,
The user terminal 11 informs the reception center operator of information related to the repair, such as the name of the product to be repaired, the serial number of the product, the symptoms of the failure, the accessories attached to the repaired product, the date and time of completion of the desired repair, etc. Step A2). The reception center operator inputs these information from the reception center terminal 20 as repair reception information.

Further, the date and time when the repair product is to be picked up from the user is also determined in consultation with the user, and this is input as repair product pick-up request information. Further, the delivery date of the repair product to the user is provisionally determined based on the failure symptoms of the repair product heard from the user, the address of the user, the date and time of completion of the repair desired by the user, and the like.
Input from 0. In addition, the date and time when the repaired product received from the user and the delivery date of the repaired product picked up from the user's address to the repair center are tentatively determined and input from the reception center terminal 20.

When inputting the repair reception information notified from the user from the reception center terminal 20, the reception center operator issues a repair product reference number for uniquely identifying the repair product from the user and an authentication code for identifying the user. In addition, a search method for notifying the user of the repair product by telephone and checking the repair progress status of the repair product as needed will be described below. In addition, the approximate cost required for repair is estimated from the information heard from the user, and the estimated cost is notified to the user.

A unique number is automatically assigned to the repair product inquiry number and the authentication code by the repair management database server 1200 when the reception center operator inputs repair reception information from the user from the reception center terminal 20 (step A3). . Note that the authentication code uniquely identifies the user, and it is not the first time that the user requests repairs.
If it is the first time or later, the authentication code set at the time of the first repair request is used as it is for the second time or later.

When the reception center operator inputs the repair reception information, the repair product pickup request information, and the repair delivery date information to the reception center terminal 20, these information are transmitted to the repair management database server 1200 (step A4).
When the reception center operator confirms that there is no particular problem in inquiring the user, the reception center terminal 30 notifies the repair management database server 1200 from the reception center terminal 30 that the reception processing has been completed.

The repair management database server 1200
While accumulating the received information in the database using the authentication code and repair product reference number as an index,
Upon receiving notification of the end of the reception process from the reception center terminal 30, the repair product pickup request information is automatically transmitted to the delivery terminal 40 held by the delivery company via the Internet 100 as delivery request data, and the delivery company (Step A5). At this time, according to the contents of the repaired product to be picked up, information on the packing method at the time of transportation is also taken out from the database and instructed. The delivery company starts the work of collecting the repaired product from the user based on the transmitted content.

When the user uses the user terminal 10 such as a personal computer, the WE
The B browsing function is started, and a URL (Universal) on the repair inquiry WWW server 1000 at the repair center is opened.
sal ResourceLocator) and make the connection. The repair inquiry WWW server 1000 includes a “repair application” item for requesting a repair product,
A screen having a “repair status confirmation” item for confirming the repair progress of a product already taken over by the repair center and being repaired is displayed on the user terminal 10 to urge the user to make a selection.

When the user selects “application for repair”, the repair inquiry WWW server 1000 displays a screen for inputting a user authentication code. When the user applies for repair for the first time, since the user is not registered, the user authentication code is not set and the authentication code is transmitted without being input. Repair Inquiry WWW Server 1000
Displays a screen for requesting the input of the user's personal information as illustrated in FIG. 10 when the received user authentication code field is not entered. The user inputs the user's name, address, contact telephone number, and e-mail address from this screen and performs transmission.

The repair inquiry WWW server 1000
The received personal information of the user is transmitted to the repair management database server 1200. Repair management database server 1
200 registers this in a database, generates a new user authentication code for the user, and issues a repair inquiry W
The message is transmitted to the WW server 1000. Repair Inquiry WWW
Since the server 1000 transmits this to the user terminal 10 and displays it, the user stores the displayed authentication code, and uses this authentication code at the time of the next authentication.

In the case of a registered user, a set authentication code is input to confirm that the user is a valid user. In the case of an unregistered user, personal information of the user is registered and authentication is performed. When the assignment of the code is completed, the repair inquiry WWW server 1000 displays a screen for inquiring the content of the defect on the product to be repaired, the collection date and time of the repaired product, the desired delivery date, and the like on the user terminal 10 as illustrated in FIG. . The user makes an input on the inquiry screen to make a repair inquiry WWW server 1000.
Send to

The repair inquiry WWW server 1000 transmits this to the repair management database server 1200, and registration in the database is performed. As in the case of the user terminal 11, the repair management database server 1200 generates a unique repair product reference number for the repair product and transmits it to the repair inquiry WWW server 1000. The repair inquiry WWW server 1000 displays the repair product reference number on the user terminal 10 and notifies the user. Upon completion of the above processing, the repair inquiry WWW server 1000 sends an e-mail including the user authentication code and the repair product reference number to the reception center operator of the reception center terminal 20.

The reception center operator refers to the contents of the repair product registered by the user from the database of the repair management database server 1200 based on the notified authentication code and repair product reference number. As a result of the reference, if there is any matter to be confirmed by the user, call or mail server 1001
The user is queried by the e-mail transmission function of the user. As a result of the confirmation, if a change or an additional item occurs, the reception center operator modifies the database of the repair management database server 1200 from the reception center terminal 20, and when all confirmations have been completed, the completion of the reception processing is confirmed by the repair management. Notify the database server 1200.

The repair management database server 1200
Like the user terminal 11, the received information is stored in a database using the authentication code and the repair product reference number as indexes, and the repair product pickup request information is automatically transmitted via the Internet 100. The delivery request data is transmitted to the delivery company terminal 40 owned by the delivery company to notify the delivery company (step A5).

When the repair acceptance processing of the repaired product is completed as described above, the repair management database server 1
200 transmits the repair acceptance information to the repair center terminal 30 of the repair center that repairs the repaired product via the LAN 300, and confirms that the repaired product is present before the repaired product arrives and that the repaired product arrives at the repair center. Is notified (step A6).

Thus, the repair center operator can arrange in advance for replacement parts expected from the type of the repaired product and the symptoms of the failure by referring to the repair reception information.

When the delivery company receives an instruction for the collection work,
The delivery person in charge of the pick-up work is determined, and the pick-up work is started according to the pick-up date. At this time, the delivery company operator notifies the repair management database server 1200 that the pick-up work has been started from the delivery company terminal 41, and the repair management database server 1200 reflects this information on the home page of the progress of the repaired product. From this point, the user can access the homepage of the repair center and check the progress.

After completing delivery of the repaired product from the user, the deliveryer transmits to the delivery company terminal 41 that the delivery of the repaired product from the user is completed by e-mail from a mobile phone or the like of the deliverer. Since the delivery company terminal 41 notifies the repair management database server 1200 of this content, the repair management database server 1200 reflects the progress of the repaired product on the homepage.

When the repaired product arrives at the repair center by the delivery company, the repair center operator uses the repair center terminal 30 to receive arrival confirmation information including the date and time of arrival, information on presence / absence of attached items attached to the repaired product, and information on transportation. If the information on the presence or absence of damage and the delivery date information provisionally determined by the reception center are corrected within an allowable range, the delivery date information is corrected and input to the repair center terminal 30. The input information is sent from the repair center terminal 30 to the repair management database server 12.
00 and reflected in the database (step A
7).

Further, the repair center determines a repair person in charge of the received repaired product, and transmits its affiliation and name to the repair management database server 1200. further,
At the start of the repair, the repair staff inputs, from the repair center terminal 30, diagnostic findings relating to the repair based on the failure status and predictive diagnostic information related to the repair of the parts that need to be replaced, and transmits the repair management database server 1200.

The repair staff obtains the number of days he or she can take charge of based on the delivery date to the user, and inputs the progress of the day or the like appropriately from the repair center terminal 30 such as 5 days.
If the number of repair days is given, the total amount of work is 1
Assuming 00, the first day completes 20, the second day completes 40, the third day completes 60, the fourth day completes 80, and the fifth day completes 100. In this manner, the repair management database server 1200 is notified of the repair completion status at the time of the progress report. The repair management database server 1200 reflects the progress of the repair received from the repair center or the repair staff on the homepage as soon as it is received.

The user who wants to check the repair progress of the repaired product inputs user inquiry information including the repair product inquiry number and the authentication code notified from the reception center terminal 20 on the WEB screen displayed on the user terminal 10. , Repair inquiry WWW server 10 via Internet 100
00 is transmitted.

The repair inquiry WWW server 1000 that has received the user inquiry information transmits the user inquiry information to the repair management database server 1200. The repair management database server 1200 authenticates the user with the authentication code, and does not accept an inquiry for an undefined user. When the user authentication is completed normally, the repair management database server 1200 searches the database using the user inquiry information as an index, extracts the progress of the repair product concerned, and transmits it to the WWW server 1000. Subsequently, the repair inquiry WWW server 1000 displays information on the repair progress on the user terminal 10 (step A8).

A user who owns the user terminal 11 and cannot connect to the Internet 100 can use the public telephone network 2
Call or fax from user terminal 11 using 00
A telephone call is made to the voice response server 1100 or the facsimile server 1101, and the repair product reference number and the authentication code of the repair product are input by push tone in accordance with the voice guidance (step A9). For example, as the voice guidance, “Please input the authentication code first.” Is output, the user operates the push button of the user terminal 11 to input the authentication code.

Upon receiving the authentication code and the repair product reference number from user terminal 11, voice response server 1100 or FAX server 1101 transmits the repair product reference number and the authentication code to repair management database server 1200.
The repair management database server 1200 authenticates the user with the authentication code, and when confirming that the user is a valid user, retrieves the repair progress status of the repair product specified by the repair product reference number from the database and voice response server 1.
100 or FAX server 1101.

If the authentication of the user by the authentication code fails, the status of the repaired product is not notified.

When the voice response server 1100 or the FAX server 1101 receives the repair progress information of the repair product,
The repair progress information is transmitted to the user terminal 11 by voice message or FAX (step A10).

The repair management database server 1200
The delivery date information of the repaired product is compared with the repair progress at that time on a regular basis, such as every day, to check for the occurrence of a repair delay (step A11). Then, repair delay alarm information is transmitted to the reception center terminal 20 and the repair center terminal 30 (step A12).

For example, in the previous example, at the end of the third day of the five-day work schedule, there is no problem if the completed state is 60 or more. However, if the completed state is less than 60, there is a delay. Therefore, it becomes a candidate for transmission of alarm information.

The reception center terminal 20 and the repair center terminal 30
Displays the repair delay alarm upon receiving the repair delay alarm information from the repair management database server 1200.

The repair center operator or the person in charge of repair at the repair center terminal 30 views the reason for the delay and whether or not the delay can be recovered from the repair center terminal 30 with respect to the repaired product in which the repair delay alarm has occurred, and determines whether or not the delay can be recovered. If recovery is difficult, enter new delayed delivery information within an acceptable range. The repair center terminal 30 transmits the updated delivery date information to the repair management database server 1200, and the repair management database server 1200 updates the delivery date information of the repaired product, so that the user can know the delay occurrence status. (Step A13).

When the repair is completed, the repair center operator or the repair staff inputs a repair result report including the replacement parts used for the repair and the total man-hours of the repair staff from the repair center terminal 30.

When the repair result report is input, the repair center terminal 30 transmits a repair result report and repair completion information such as charge information related to repair including a shipping fee to the repair management database server 1200 (step A14).

The repair management database server 1200
When the repaired product is in the repair completed state, it automatically sends the delivery instruction information including the repair cost for returning the repaired product to the user via the Internet 100 to the delivery terminal 40. As a result, the delivery of the repaired product is instructed to the delivery company (step A15).

When the delivery company starts the work of picking up the repaired product from the repair center, the delivery company terminal 41 transmits the fact to the repair management database server 1200, so that the repair management database server 1200 checks the progress of the repaired product. Update with the contents received. Alternatively, the delivery company terminal 41 is periodically sent from the repair management database server 1200.
And the delivery company terminal 41 may report the status in response to the inquiry (step A16).

The delivery company arranges the delivery of the repaired product by cash on delivery for the repair cost and the delivery fee.

The delivery company terminal 41, which has received the delivery completion notification from the delivery person to the user of the repaired product, transmits the notification to the repair management database server 1200.

The repair management database server 1200
When the delivery of the repaired product is confirmed, the reception center terminal 20 is notified of the delivery of the repaired product. Next, after a period such as one week, transmission instruction information to the user of an e-mail for inquiring the state of the repaired product delivered to the mail server 1001 is transmitted. The mail server 1001 automatically transmits the e-mail to the user via the communication network 100 according to the e-mail transmission / instruction instruction information (step A).
17).

When the reception center operator confirms the notification of completion of delivery of the repaired product at the reception center terminal 20, after an appropriate period, the user who cannot use the e-mail checks the status of the repaired product by telephone. Check if there are any problems.

[0083]

According to the present invention, the only way to check the progress of the repair product is to check it over the phone or at a store.
The user can check the situation as necessary regardless of holidays.

Further, since the shipping status of the carrier is centrally managed on the repair management database server, the shipping status can be confirmed by the user himself. By automatically raising an alarm when a repair is delayed, a check function can be activated for a delivery delay of the repair.

After the repair is completed, an after-call is automatically performed by e-mail, so that the inquiries after the repair is completed and the contents of the repair can be clarified, and a mistake with the user can be prevented.

[Brief description of the drawings]

FIG. 1 is a block diagram illustrating a configuration of a first exemplary embodiment of the present invention.

FIG. 2 is a flowchart illustrating an operation of the first exemplary embodiment of the present invention.

FIG. 3 is a flowchart illustrating an operation of the first exemplary embodiment of the present invention.

FIG. 4 is a flowchart illustrating an operation of the first exemplary embodiment of the present invention.

FIG. 5 is a flowchart illustrating an operation of the first exemplary embodiment of the present invention.

FIG. 6 is a flowchart illustrating an operation of the first exemplary embodiment of the present invention.

FIG. 7 is a flowchart illustrating an operation of the first exemplary embodiment of the present invention.

FIG. 8 is a flowchart illustrating an operation of the first exemplary embodiment of the present invention.

FIG. 9 is a flowchart illustrating the operation of the first exemplary embodiment of the present invention.

FIG. 10 is a screen example for inputting personal information of a user.

FIG. 11 is an example of a screen on which a user inputs details of a repair product.

[Explanation of symbols]

 Reference Signs List 10 user terminal 11 user terminal 20 reception center terminal 30 repair center terminal 40 delivery company terminal 41 delivery company terminal 100 Internet 200 public telephone network 250 network 300 LAN 1000 repair inquiry WWW server 1001 mail server 1100 voice response server 1101 FAX server 1200 repair Management database server 1300 Repair center server

──────────────────────────────────────────────────続 き Continued on the front page (51) Int.Cl. ⁷ Identification symbol FI Theme coat ゛ (Reference) G06F 17/30 170 G06F 17/30 170Z 310 310Z

Claims (10)

[Claims] 1. A user terminal owned by a user for requesting repair of a repair product requiring repair and confirming the repair progress of the repair product whose repair has been started, and repair of the repair product from the user terminal A repair center server that has a repair center that accepts a request and instructs delivery between the user of the repaired product and publishes the repair progress and delivery status of the repaired product on a homepage, and the user of the repaired product; A delivery company terminal owned by a delivery company that receives a delivery instruction for pick-up or return between the repair centers from the repair center server and reports the delivery status of the repaired product to the repair center server; and the user terminal and the repair. A repair product management system, comprising: a network connecting a center server and the delivery company terminal. 2. The repair center server, wherein the repair center server receives a request for repair of the repaired product from the user terminal, a voice response server that performs a response to the request when the user terminal is a telephone with the reception center terminal, When the user terminal is a FAX, a FAX server for handling the FAX with the reception center terminal, and personal information including the name of the user and the repair progress of the repaired product are stored, and the repaired product is determined to have been taken or repaired. A repair management database server for instructing delivery to the delivery company terminal when the repaired product is delivered to a user; a repair center terminal for reporting a repair progress of the repaired product to the repair management database server; A repair inquiry WWW server having a homepage reflecting the progress of repair of the product, and the repair management database 2. A mail server for sending an e-mail for requesting replenishment information of a repaired product and inquiring of the repaired repaired product after the delivery of the repaired product to the user terminal in response to an instruction from the server. Repair product management system. 3. The repair product management system according to claim 1, wherein the user terminal includes a telephone, a facsimile, or a personal computer. 4. A repair management database server for generating an authentication code for authenticating a user when the user terminal requests the repair product and a repair article reference number for identifying the repair product. 1. The repair product management system according to 1. 5. The repair product management system according to claim 1, wherein the network includes the Internet or a public telephone line network. 6. The repair management database server, upon receiving a report of completion of reception of a repair request for the repaired product from the user terminal from the reception center terminal or a report of completion of repair of the repaired product by the repair center terminal. The repair product management system according to claim 1, wherein an instruction for delivery of the repair product is issued to a delivery company terminal. 7. The repair product management system according to claim 1, wherein the delivery company terminal reports a delivery status of the repair product to the repair management database server. 8. The home page of the repair inquiry WWW server is provided by a delivery company to start picking up the repaired product, to finish picking up by a user, to arrive at a repair center, to make a repair progress at the repair center, or to indicate that the repair has been completed. 2. The repair product management system according to claim 1, further comprising information on pickup of the repair product from the repair center, completion of delivery to the user, and expected delivery date to the user. 9. The repair management database server generates an alarm when confirming occurrence of a delay in the repair progress of the repaired product from the repair center terminal, and transmits the generated alarm to the repair center terminal and the reception center terminal. The repair product management system according to claim 1, wherein 10. The repair center server according to claim 1, further comprising a repair center server for confirming an operation status of the repaired product by e-mail to the user after a fixed period of time after delivering the repaired repaired product to the user. Repair product management system.