EP1934928A2

EP1934928A2 - A method and a system for product sales support.

Info

Publication number: EP1934928A2
Application number: EP06784200A
Authority: EP
Inventors: Mats Gustavsson; Benny Liljeblad
Original assignee: Volvo Lastvagnar AB
Current assignee: Volvo Truck Corp
Priority date: 2005-09-30
Filing date: 2006-09-26
Publication date: 2008-06-25
Also published as: WO2007037741A2; SE0502158L; BRPI0616102A2

Description

TITLE:

A method and a system for product sales support.

FIELD OF THE INVENTION:

The present invention relates to a method for product sales support comprising: a first step of establishing contact between a customer and a distributor for allowing the customer to place an order for a product; a second step of storing order information relating to said product in a sales system database being associated with said distributor; a third step of transferring said order information from said distributor to a manufacturer of said product; and a fourth step of storing said order information in a manufacturer's order system database.

The invention also relates to a system for product sales support, comprising communication lines for establishing contact between a customer and a distributor of a product in order for the customer to place an order, a sales system database being associated with said distributor and adapted for storing order information relating to said product, means for transferring said order information from said distributor to a manufacturer of said product, and a manufacturers order system database adapted for storing said order information.

BACKGROUND OF THE INVENTION: Many products are marketed and sold by a sales representative or a distributor. For example, in the field of vehicle sales, it is common for a customer to purchase a complete vehicle from a sales representative or distributor before the vehicle is actually manufactured, i.e. before assembly of the vehicle starts at a manufacturing plant. This means that such an order for a vehicle is placed some time before the assembly of the vehicle is actually started. A customer who is considering purchasing a certain vehicle model, for example in the form of a heavy load-carrying vehicle, will contact the distributor or sales representative in order to negotiate regarding a possible purchase. It should be noted that load-carrying vehicles are manufactured in a highly customized and individually specified manner. In other words, today's heavy load-carrying vehicles can be ordered and manufactured with a very large number of specifications and equipment options. For this reason, it can be expected that during the ordering process, the customer will specify various equipment options which are intended to be included in a possible final order. For example, it is common that a load-carrying vehicle can be manufactured with an individual choice as regards its engine type, transmission type, wheel base dimensions, vehicle overall length, the positioning of a fifth wheel, colour of the cabin, tyre type and many other options and types of equipment.

When negotiations are terminated and an order is finally placed, the distributor will confirm the order to the customer. Subsequently, the order specifications, including information regarding the customers various equipment choices, will be forwarded to the manufacturer of the vehicle so that the actual assembly of the vehicle can be prepared some time later.

The customer of a load-carrying vehicle can be in the form of an "end user", i.e. a person or company intending to actually operate the vehicle. Alternatively, the customer may be a type of company referred to as a "body- building company" or super-structure manufacturer, i.e. a company modifying a basic vehicle for a particular use, i.e. with equipment for handling of a particular load (timber, fuel, dairy products etc.) or for a particular use (for example as a fire fighting vehicle). For this reason, it should be noted that there exists a large number of optional equipment on heavy transport vehicles which is usually not provided in the basic vehicle model marketed by the manufacturer of the vehicle, but which is instead provided and assembled by a body-builder company. Independently if the customer is a body-builder company or an end user, there will often be demands for alterations of the vehicle specifications after the actual order has been forwarded to the vehicle manufacturer. Furthermore, it should be noted that according to previously known technology, the ordering process for load-carrying vehicles is carried out in a relatively rigid and formalized manner. In particular, all processing of an order is handled via the distributor's organization, which in turn may establish contact with the manufacturer's organization. In case there is a demand regarding order changes, i.e. alterations of specifications, equipment options and other modifications, it is normally relatively complicated and time-consuming to carry out such order changes.

Furthermore, if a particular customer should need a certain type of optional equipment, or some type of modification of the vehicle, such a choice may lead to demands on other components. If the customer is a body-builder company who should require for example a lifting crane on the vehicle, such a choice will of course put demands on the vehicle as regards strength, i.e. as a result of the need to handle a certain load by means of the lifting crane. This generally means that an alteration in the vehicle's specification may in some situations lead to other necessary changes of other components. For example, the deletion of a certain frame component, or modifications made by means of cutting or welding, may weaken the frame or structure or may reduce its torsional stiffness. As a result, new components may be required so as to compensate for such changes in the properties of the vehicle.

In summary, the order process of a heavy transport vehicle may start out with a customer defining certain choices regarding equipment and options. After the order is placed, the order information is forwarded to the manufacturer. In case a subsequent request for a modification of the order is made, the distributor must adjust the order and contact the manufacturer once again with the new information. Such a process is time-consuming and complex. Also, a further disadvantage with the above-mentioned type of ordering process is that the customer has no insight in the process once the order has been placed and transmitted to the manufacturer. This process is handled exclusively by the distributor and the manufacturer.

SUMMARY OF THE INVENTION:

An object of the present invention is to provide a method and system for product sales support, in particular but not exclusively intended for the field of load-carrying vehicles, and by means of which the above-mentioned problems can be solved.

This object is obtained by means of a method as initially mentioned, which comprises the following additional steps: providing access for said customer to said order system database; and allowing said customer to carry out alterations of said order information stored in said order system database after said transferring step.

Said object is also obtained by means of a system as initially mentioned, wherein said order system database is arranged for providing access by said customer and for allowing said customer to carry out alterations of said order information stored in said order system database after said order information has been transferred to said order system database.

By means of the present invention, certain advantages are accomplished. For example, by means of the invention the customer may directly - and independently of the distributor - contact and access the manufacturer's order database. This allows the customer to carry out alterations of a previously placed order without any contact with the distributor or sales representative. Such an alteration process can be repeated as often as needed, up until a final date where no further alterations are possible. The final date is set in order to allow for the manufacturer to start manufacturing of the vehicle at a set date. The process according to the invention makes the ordering of a product such as a heavy load-carrying vehicle much easier and more customer-friendly. Also, to some degree it takes the burden off the distributor in those cases where alterations of an order have to be carried out.

BRIEF DESCRIPTION OF DRAWINGS:

In the following, the invention will be described with reference to the appended drawings, wherein;

Fig. 1 is a general overview of the structure of a system for product sales support according to the present invention;

Fig. 2 is a schematic timeline showing a number of steps being carried out during use of the present invention; and

Fig. 3 is an overview of a graphic user interface according to an embodiment of the invention.

DESCRIPTION OF A PREFERRED EMBODIMENT:

Fig. 1 shows the general structure of a product sales support system 1 in accordance with the present invention. According to a preferred embodiment, the product sales support system 1 is adapted for supporting the sales of products in the form of heavy transport vehicles, i.e. load-carrying vehicles. For reasons explained above, the order procedure for such vehicles can be relatively complex, since there exists a large number of options and possibilities regarding the equipment which can be provided and which can also be subject to modifications during a time period between placing an order and the actual assembly of the vehicle.

For this reason, the basic purpose of the present invention is to provide a method and system by means of which a customer can be given direct access to a manufacturer's order database after an order has been placed, in order to make subsequent alterations in the order. This will be described in detail below.

Although the invention will be described with reference to a preferred embodiment for use in the field of sales of load-carrying vehicles, the invention is not limited to such vehicles only. In fact, the invention can be applied to many other types of products in which it can be expected that changes of the specifications of an ordered product are to be made after an order is placed but before the product is actually manufactured. Examples of such products are cars, pre-fabricated houses and also home equipment such as kitchen furniture.

The principles behind the invention will now be explained with reference to Fig. 1 , which shows the general structure of a system 1 for product sales support according to the invention. More precisely, Fig. 1 indicates the interaction between three different entities in the form of a customer 2, a distributor 3 (i.e. a sales representative) and a manufacturer 4. The distributor 3 may form part of the vehicle manufacturer's 4 sales organization or may alternatively be an independent distributor which represents said manufacturer 4 in marketing and sales of the vehicles.

The customer 2 may either be in the form of an end user, i.e. a person or company intending to operate the. vehicle, or may alternatively be a "body- building company" (also known as "super-structure manufacturer") which specializes in modifying a basic vehicle for a particular use and then selling the vehicle to an end user. For example, the body-building company may provide a basic vehicle with equipment for handling of a particular load (for example timber, fuel or dairy products) or for a particular use (for example as a fire fighting vehicle). The body-building company may also equip a vehicle with particular equipment such as cranes, couplings, special towing beams, equipment for securing cargo or other optional equipment. In order to allow communication and interaction, the customer 2, the distributor 3 and the manufacturer 4 are associated with server computers. More precisely, the customer 2 is associated with a customer server computer 2a, the distributor 3 is associated with a distributor server computer 3a and the manufacturer 4 is associated with a manufacturer server computer 4a. In a manner which is known as such, these three servers are connected to the internet 5. The communication lines between the servers 2a, 3a, 4a and the internet 5 are schematically denoted by means of reference numerals 6, 7 and 8, respectively. The actual structure involving computers communicating via the internet is previously known as such, and for this reason it is not described in greater detail here.

Also, a connection 9 directly between the customer 2 and the distributor 3 is indicated in a schematically manner in the form of a broken line in Fig. 1. The purpose of this connection 9 is to indicate that communication between the customer 2 and the distributor 3 may take place in other ways than via the internet 5, i.e. via mail, telephone or even via personal visits.

The customer 2 may place an order for a vehicle by contacting the distributor 3, either via the internet 5 or via some other connection or communication route 9. As mentioned initially, the order procedure for heavy transport vehicles is relatively complex since this type of vehicles is ordered in a manner which involves a large number of different equipment options. It is also relatively common that certain of these options may sometimes have to be changed during the time period which runs from placing an order and up to the actual manufacturing of the vehicle.

The distributor server computer 3a is arranged with a sales system database 10 with stored information regarding each vehicle which has been ordered.

More precisely, the sales system database 10 contains information regarding the specifications for a given ordered vehicle, i.e. the options chosen by the customer 2 regarding for example the specifically chosen engine type, transmission type, wheel base dimensions, cabin colour, tyres etc.

When an order is placed by the customer 2, the distributor 3 will arrange so that relevant information regarding the order is stored in the distributor's sales system database 10. This means that at the time of placing an order, the customer 2 will provide a complete set of order information which is entered into the sales system database 10, including information regarding all the options selected by the customer 2.

The next step in this procedure is normally that the order information is transmitted to the manufacturer 4, via the internet 5 and the connections 7, 8. In this manner, the manufacturer 4 will arrange so that the information regarding the order is stored in the manufacturer's order system database 11 , as indicated in Fig. 1.

As mentioned initially, the prior art implies a disadvantage due to the fact that any changes in the order specification which are requested by the customer 2 after placing the order are exclusively dealt with by the distributor 3 and the manufacturer 4. In practice, this would mean that if the customer 2 wishes to change any of the options or specifications in the order, the customer 2 must first contact the distributor 3 in order to modify the order and then enter corresponding changes in the sales system database 10. After that, the distributor 3 must send the new, changed order to the manufacturer 4. In order to overcome this disadvantage with prior art, the present invention is based on the principle that the customer 2 may be given access to contact the manufacturer 4 without having to contact the distributor 3, if the customer 2 needs to request order changes after the initial order was placed. Such a contact between the customer 2 and the manufacturer 4 can then be a direct contact, which is carried out without first contacting the distributor 3. In order to further explain the principles of the invention, reference is made to Fig. 2, which depicts a timeline 12 extending generally from the time of placing an order to the time of manufacturing of the vehicle. At the time when the customer 2 wishes to purchase a vehicle, the customer 2 will contact the distributor 3. In this manner, an order is placed in the vehicle manufacturer's sales organization, with information regarding the order being stored in the distributor's 3 sales system database 10. With reference to Fig. 2, this stage is indicated by means of reference numeral 13.

At the stage when the entire order is defined and stored in the sales system database 10, the customer 2 is preferably informed of an approximate date of assembly of the vehicle. Moreover, the customer 2 is also informed of an approximate date of delivery of the vehicle at this stage. Furthermore, a final date for making any changes in the order specifications is also determined and communicated to the customer 2. In Fig. 2, the process of manufacturing the vehicle is indicated by means of reference numeral 14, whereas the final time limit for making changes to the stored order specification is indicated by means of reference numeral 15 in Fig. 2. Consequently, this final date 15 represents a time limit within which any changes in the order if the manufacturing date 14 can be made in accordance with the invention.

Alternatively, there may be an option of delaying the assembly of the vehicle if a change is made after the final date. In this way, the customer has the possibility to make changes after the final date, but he will at the same time postpone the production date. This option may be valid only for a limited amount of components. In this case, the delay time may be indicated including a new final date and production date.

When the customer 2 is in the process of placing an order, it can be assumed that the distributor 3 has indicated that certain items relating to vehicle equipment options are in fact possible to change even after the point in time

13 when the order is actually placed. However, any changes must still be made before the final date 15. In other words, the sales system database 10 will contain information not only regarding which particular specifications the customer 2 has chosen for the vehicle to be purchased, but the sales system database 10 will also contain information regarding which specifications are actually possible to be changed by the customer 2 after placing the order. For example, there may be a need for a customer 2 to change certain equipment at a late stage, even immediately before manufacturing starts, i.e. up to the specified final date 15. For this reason, the distributor 3 and/or manufacturer 4 may define exactly which equipment options are actually open for alterations during this time period.

Consequently, the time interval for making such possible alterations in the specification extends from the above-mentioned order stage 13 and up until the final date 15. This will be described in detail below.

With reference to Fig. 2 again, after the customer 2 has placed an order, relevant information regarding said order is transmitted to the manufacturer 4. This stage is indicated by means of reference numeral 16 in Fig. 2. The order information is then stored in the order system database 11 (cf. Fig. 1). This step is indicated by means of reference numeral 17 in Fig. 2.

The next step in the order process is to ensure that the customer 2 is given access to the manufacturer's 4 order system database 11, according to the above-mentioned basic principles of the invention. This access is a direct access to the order system database 11 , i.e. without having to contact the distributor 3. This is preferably accomplished by transmitting to the customer 2 a password to a website, which in turn gives access to said order system database 11. For this reason, the password is supplied by the distributor 3 to the customer 2 after the order has been placed. The password is suitably transmitted to the customer 2 via an e-mail message or an SMS message. This step is indicated in Fig. 2 by means of reference numeral 18. The password may either be linked to a specific order or to a specific customer, i.e. a customer that has ordered several vehicles may either receive a password for each order or he may be presented with a list of all orders when he has logged in.

By means of this password, the customer 2 now has the possibility of accessing the manufacturer's 4 order system database 11 , via connections 7, 8 and the internet 5. The order system database 11 now comprises information regarding all the component and equipment choices contained in a particular order. Consequently, any alterations in the order specifications can now be entered and communicated directly from the customer 2 to the manufacturer 4 without being passed via the distributor 3. The procedure for making alterations in the specifications will be described in greater detail below.

By means of reference numeral 19 in Fig. 2, there is shown one such occasion in which the customer 2 needs to make an adjustment of the order previously placed. For example, if the customer 2 is a body-building company, it may occur that there is a need to change for example the wheel base or other dimensions of the vehicle. By means of reference numeral 20 in Fig. 2, there is shown a further occasion at which a second alteration of the order is made. By using the above-mentioned password, the customer 2 may then access the order system database 11 for making such alterations. It is to be noted that the customer 2 may access the order system database 11 at a plurality of occasions, if necessary, for making a number of alterations of an order specifications.

In Fig. 3, there is shown in schematically form a graphic user interface 21 being used by the customer 2 when communicating with the order system database 11. By using such an interface 21 , the customer 2 may carry out the necessary changes of an order specification. Consequently, the interface 21 shown in Fig. 3 is shown to the customer 2 after having entered the order system database 11 by means of the password which was previously provided (cf. step 18 in Fig. 2).

The interface 21 will allow the customer 2 to input a desired specification in the form of selections from a presented list. Before inputting any specifications, the customer 2 rfiust first input certain user information 22, preferably comprising the above-mentioned password and suitably also a user number. Such a user number was suitably provided by the distributor 3 when the order was placed or together with the transmission of the password.

After entering the correct user information 22, an order number 23 is displayed, which corresponds to a particular order in which the customer 2 can make alterations and changes as regards the order specifications. Generally, it is suitable that all the options in the particular order is displayed to the customer 2. As mentioned above, the distributor 3 is authorized to specify which of the options which are available for subsequent alterations by the customer 2 (i.e. after the order has been placed) and which of the options which are not open for subsequent alterations. By way of example, Fig. 3 shows two different items, indicated by reference numeral 24, which are open for alterations. In this case, these options are constituted by the choice of engine and the choice of wheel base. By clicking in the appropriate boxes in the user interface 21 , the customer 2 makes the selections or alterations of the order specifications.

Also, the user interface 21 also comprises a particular option 25, in this case the transmission type, which is not open for alterations. In summary, the distributor 3 defines which options and specifications are open for alteration by the customer 2.

The user interface 21 can be accessed by the customer 2 within the time limit which is defined by the final date for making alterations. As shown with reference numeral 26 in Fig. 3, the user interface suitably indicates this final date, which obviously corresponds also to reference numeral 15 in Fig. 2. At the final date, the order is finally fixed in the manufacturer's order system database 11. No further alterations are possible after the final date. Alternatively, the assembly date may be postponed when making a change in the order after the final date, as discussed above.

Preferably, the order system database 11 is arranged so that a log of alterations which have been carried out is stored. In this manner, the manufacturer 4 is provided with a complete history of changes in a particular order.

The present invention is not limited to the above-mentioned embodiment, but can be varied within the scope of the appended claims. For example, the invention is suitable for different types of products, for example cars and other vehicles, pre-fabricated buildings, kitchen furniture and other products in which it can be anticipated that a customer may have to alter a placed order by directly communicating with a manufacturer.

Also, the graphic interface 21 shown in Fig. 3 can be designed in many different ways.

Claims

CLAIMS:

1. A method for product sales support comprising: a first step of establishing contact between a customer (2) and a distributor (3) for allowing the customer (2) to place an order for a product; a second step (13) of storing order information relating to said product in a sales system database (10) being associated with said distributor (3); a third step (16) of transferring said order information from said distributor (3) to a manufacturer (4) of said product; and a fourth step (17) of storing said order information in a manufacturer's (4) order system database (11), characterized in that said method comprises the following additional steps: providing access for said customer (2) to said order system database (11); and allowing said customer (2) to carry out alterations of said order information stored in said order system database (11 ) after said transferring step (16).

2. A method according to claim 1, characterized in that it comprises a step of allowing for said distributor (3) or said manufacturer (4) to specify items (24) in said order information which are open for alteration by said customer (2).

3. A method according to claim 1 or 2, cha racterized i n that said access to said order system database (11) is obtained by forwarding to the customer (2) a password (22) for allowing access to said order system database (11).

4. A method according to any of the preceding claims, characterized i n that it comprises a step of storing in said order system database (11) a log of alterations having been carried out after said transferring step (16).

5. A method according to any of the preceding claims, characterized i n that it comprises allowing said alterations to be made until a specified final time limit (15).

6. A method according to any of the preceding claims, characterized in that said product is constituted by a load-carrying vehicle.

7. A method according to any of the preceding claims, characterized i n that said transferring step (16) is carried out by means of communication via the internet (5).

8. A computer program product comprising software code for carrying out the steps according to any one of the preceding claims when run on a computer.

9. A program storage device readable and executable by a customer server computer (3a), a distributor server computer (4a) and a manufacturer server computer (5a), for carrying out the method according to any of claim 1- 7 when executed by said server computers (3a, 4a, 5a).

10. A system for product sales support, comprising communication lines (5, 6, 7, 9) for establishing contact between a customer (2) and a distributor (3) of a product in order for the customer (2) to place an order, a sales system database (10) being associated with said distributor (3) and adapted for storing order information relating to said product, means for transferring said order information from said distributor (3) to a manufacturer (4) of said product, and a manufacturer's (4) order system database (11) adapted for storing said order information, c h a ra cte ri ze d i n that said order system database (11) is arranged for providing access by said customer (2) and for allowing said customer (2) to carry out alterations of said order information stored in said order system database (11) after said order information has been transferred to said order system database (11).