JP2001306679A - System and method for service support - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a system and a method for service support which accurately and smoothly provides services corresponding to states without placing any burden on a service requesting side nor a providing side. SOLUTION: An application for a service is received and the service matching the received application most is selected; and a suitable service provider is selected for the selected service and instructed to visit the site the application and provide the selected service.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a service support system and a service support method for supporting, for example, a building maintenance service.

[0002]

2. Description of the Related Art Various facilities are housed in buildings such as buildings. If any abnormality occurs in these facilities, the user using the building as a tenant will request a maintenance service such as repair somewhere.

[0003]

When a tenant (user) of a building requests a maintenance service somewhere, if there is no resident manager (such as a building maintenance manager) in the building, the tenant has the following problems. That is a burden. (1) It is necessary to know in advance the contact information according to the nature of the trouble or complaint regarding the facility. (2) For each event, it is necessary to have experience and knowledge to select an appropriate contact, so-called skills. (3) The response schedule and progress of the requested project are not known. (4) I do not know the contact for various inquiries and consultations regarding the facility.

[0004] Even if there is an administrator, the following burdens the administrator. (1) It is necessary for the administrator to keep track of the drawings and the failure history of the facilities. (2) It is necessary to establish an emergency primary confirmation system regardless of night or holiday. (3) It is necessary to know the contact information of the specialized contractor according to the nature of the failure or complaint regarding the facility.

[0005] The owner of a building has the following disadvantages. (1) The status of occurrence of failures and complaints in the owned building, the response schedule, and the progress are not immediately known. (2) It is necessary to carry out processing such as payment for correspondence such as refinishing to each contractor one by one, which is troublesome. (3) I do not know the contact for various inquiries and consultations regarding the facility.

[0006] On the other hand, the following is burdensome on the side of the contractor who has been requested for the maintenance service. (1) You may be required to respond to unrelated failures and complaints. (2) In some cases, failures or complaints regarding facilities cannot be accurately grasped. (3) It is necessary to perform a process such as a request for a repair or the like for each owner or the like one by one, which is troublesome.

[0007] The present invention has been made in view of the above circumstances,
Its purpose is to provide a reliable service support system and service support that can provide accurate and smooth service according to the situation without burdening the service requester and service provider respectively. It is to provide a method.

[0008]

According to a first aspect of the present invention, there is provided a service support system, comprising: receiving means for receiving a report on a service; and first selecting means for selecting a service most suitable for the report received by the receiving means. The second selection means for selecting the most suitable service provider for implementing the service selected by the first selection means, and the dispatch to the business site selected by the second selection means for the service provider selected by the second selection means. And instructing means for instructing the execution of the service selected by the first selecting means.

A service support system according to a second aspect of the present invention provides the service support system according to the first aspect, further comprising a step of accessing the status of correspondence to the declaration received by the receiving means from a party of the declaration or a related party of the party. Control means that permits the operation according to the conditions.

A service support system according to a third aspect of the present invention is the invention according to the first aspect, further comprising a service confirmation status, a service implementation status, and a service implementation, as a result of a site confirmation by a trader receiving an instruction from the instruction means. A second receiving means for receiving a notification about the cost, etc., a payment processing of the cost to the trader instructed by the instruction means, and a billing of the cost to the service-received side based on the notification received by the second receiving means. And processing means for executing processing.

The service support system according to a fourth aspect of the present invention is the service support system according to the third aspect, further comprising: a party to the declaration or a party to the browsing of the selection contents of each selection means and the notification contents received by the second reception means. Control means for permitting according to the access from the person concerned.

According to a fifth aspect of the present invention, there is provided a service support system, wherein the first communication means owned by the owner of the building, the second communication means owned by the tenant of the building, and the third communication means owned by a company that provides a maintenance service for the building. A call center connectable to each of the communication means via a network or a public telephone line; and a reception means provided in the call center for receiving a report on maintenance of a building issued from the first communication means or the second communication means. A first selection means provided in the call center for selecting a maintenance service most suitable for the declaration received by the reception means; and a maintenance service provided in the call center and selected by the first selection means. A second selecting means for selecting a trader most suitable for the service and a trader provided in the call center and selected by the second selecting means. And, through the merchant of the third communication means, and a, and instruction means for instructing the implementation of the maintenance service selected in turnout and the first selecting means to the site where the subject of the declaration.

A service support system according to a sixth aspect of the present invention is the invention according to the fifth aspect, further provided in a call center, wherein a viewing of the status of response to the declaration received by the reception means is performed by a party of the declaration or by the same party. And control means for permitting access in accordance with access by a related person through the first communication means or the second communication means.

A service support system according to a seventh aspect of the present invention is the invention according to the fifth aspect, further comprising a service center provided at the call center, wherein a result of a site check by a contractor who has received instructions from the instruction means, a maintenance service execution status, A second receiving means for receiving a notification of the cost required for performing the maintenance service through the third communication means of the trader; and a call center provided at the call center, and the instruction means based on the notification received by the second receiving means. Processing means for executing a process of paying the cost to the instructed company and a process of billing the cost to the side receiving the service.

The service support system according to an eighth aspect of the present invention is the invention according to the seventh aspect, further provided in the call center, for declaring the browsing of the selection contents of each selection means and the notification contents received by the second reception means. Control means permitting access according to the first communication means or the second communication means by a party of the party concerned or a party related to the party;
It has.

A service support system according to a ninth aspect of the present invention is the service support system according to the fifth aspect, further provided in a call center, wherein when a report is received by a receiving means, information on a building to be declared is received. An information providing unit provided through any one of the first communication unit, the second communication unit, and the third communication unit.

According to a tenth aspect of the present invention, there is provided a service support method, wherein a report on a service is received, a service most suitable for the received report is selected, and an optimal company for executing the selected service is selected. Instruct the selected contractor to go to the site where the report was made and to implement the selected service.

The service support method according to the invention of claim 11 is the invention according to claim 10, further comprising the step of accessing the status of response to the declaration received by the receiving means from a party of the declaration or a related party of the party. Accept according to.

According to a twelfth aspect of the invention, there is provided a service support method according to the tenth aspect, further comprising the steps of:
A notification of the cost required for the service is received, and based on the received notification, a process of paying the cost to the instructed company and a process of billing the cost to the side receiving the service are executed.

A service support method according to a thirteenth aspect of the present invention provides the service support method according to the twelfth aspect, further comprising the step of checking each selected content and the accepted notification content by an access from a party to the declaration or a related party of the party. Accept according to.

According to a fourteenth aspect of the present invention, there is provided the service support method, wherein the first communication means of the building owner, the second communication means of the tenant of the building, and the third communication means of a company that provides a building maintenance service. And a call center that can be connected to each communication means via a network or a public telephone line, wherein the call center receives a report on maintenance of a building issued from the first communication means or the second communication means, and receives the report. The call center selects the maintenance service most suitable for the declaration, and the call center selects the most suitable service provider for implementing the selected maintenance service. The call center sends the selected service provider a third communication means. Through this, the dispatch to the site where the declaration was made and the execution of the selected maintenance service are instructed.

According to a fifteenth aspect of the invention, the service support method further comprises the step of browsing the status of the response to the declaration received by the reception unit from the party of the declaration or a related party of the first communication means to the call center or the second communication means. Allowed according to access through communication means.

According to a sixteenth aspect of the present invention, there is provided the service support method according to the fifteenth aspect, further comprising a result of a site confirmation by a contractor who receives the instruction, a maintenance service implementation status, and a cost required for the maintenance service implementation. Is received by the call center through the third communication means of the trader, and based on the received notification, the payment processing for the designated trader and the billing processing for the service receiving side are executed.

A service support method according to a seventeenth aspect of the present invention is the service support method according to the sixteenth aspect, further comprising the step of reading the selected contents and the received notification contents from a party of the declaration or a related party of the same to the call center. First
It is permitted according to access through the communication means or the second communication means.

The service support method of the invention according to claim 18 is the invention according to claim 16, further comprising, when a declaration is accepted, information on a building to be declared is communicated by a first communication means and a second communication means. And third communication means.

[0026]

DESCRIPTION OF THE PREFERRED EMBODIMENTS One embodiment of the present invention will be described below with reference to the drawings. In FIG. 1, reference numeral 1 denotes an FM (Facility Management) call center, which is the center of a service support system, and a personal computer (first communication means) 31 owned by each owner of the building and each tenant of the building via a network such as the Internet 21. Can be connected to the personal computer (second communication means) 41 of the computer and to the personal computer (third communication means) 51 of each contractor.

The telephone set (including the facsimile function; first communication means) 32 of each owner of the building and the telephone set (facsimile function of each tenant of the building) are connected to the FM call center 1 via the public telephone line 22. And a telephone (including a facsimile function; a third communication means) 52 of each contractor.

The FM call center 1 is connected to the Internet 2
1, a firewall (F / W) 2, a mail server 3 connected to the firewall 2, and a LAN (local area / network) connected to the mail server 3.
Network) 4, a plurality of personal computers 5 connected to the LAN 4, a private branch exchange (PBX) 6 connected to the public telephone line 22, a plurality of telephones 7 connected to the private branch exchange 6, a firewall 2
And an FM call center server 10 connected to the private branch exchange 6, respectively.

The firewall 2 is connected to the FM call center 1 by an access from a person other than a person registered in advance.
Acts to prevent unauthorized entry into the Internet. Mail server 3
Provides transmission and reception of electronic mail between the external device and each personal computer 5 via the Internet 21.

The FM call center server 10 includes a LAN adapter 11 connected to the firewall 2,
Web server 12 connected to N adapter 11,
DB server 13 and LA connected to eb server 12
N adapter 14, CTI connected to private branch exchange 6
An adapter 15 includes a CTI server 13 connected to the CTI adapter 15 and connected to the Web server 12 and the DB server 13.

The Web server 12 serves to transmit and receive data between the external device and each of the personal computers 5 and the DB server 13 via the Internet 21.
It has a function of browsing various information in the B server 13 in the form of a homepage.

The DB (database) server 13 is configured as shown in FIG.
, And also functions as a control center of the FM call center 1. The owner common DB 60 includes information on all buildings to be managed, information on the owner of each building,
In addition, information on tenants of each building is stored collectively. The owner-specific DB 70 contains information on buildings,
Information on the owner, information on a maintenance service (menu) required for each building, and the like are individually stored for each owner. Examples of the maintenance service include repair, equipment replacement, protection function release, and advice, which are various.

The CTI server 16 has a function of extracting only a telephone having a pre-registered number from telephones received from the public telephone line 22, and transmitting identification data representing the extracted telephone to the DB server 13.

The DB server 13 has the following [1] to [9] as main functions. [1] Receiving a report on maintenance issued from the owner's personal computer 31 (or telephone 32) or the tenant's personal computer 41 (or telephone 42) (primary reception DB in owner common DB 60)
1) first receiving means.

[2] Information providing means for providing information (floor drawings, etc.) on the building to be declared when any of the above-mentioned first receiving means is received through one of the personal computers 31, 41, 51. .

[3] First selection means for selecting the maintenance service most suitable for the declaration received by the first reception means from the basic information DB in the owner-specific DB 70.

[4] The construction company most suitable for performing the maintenance service selected by the first selection means is classified by owner D
A second selecting means for selecting from the basic information DB in B70.

[5] The construction company selected by the second selection means is dispatched to the site where the declaration is made through the personal computer 51 (or telephone 52) of the contractor and selected by the first selection means. Instruction means for instructing the execution of the maintenance service.

[6] The browsing of the status of response to the declaration received by the first reception means is performed by the party of the declaration (for example, a general employee or contract employee of an owner company or a tenant company) or a related party of the party (for example, the owner). Personal computer (owner's side) 31 or personal computer (tenant's side) by the representative of the company or tenant company
Control means for permitting according to access through 41;

[7] As a result of the site confirmation by the contractor who received the instruction from the above-mentioned instruction means, notification of the maintenance service implementation status, the cost required for performing the maintenance service, etc., the personal computer 51 (or telephone 5
2) Second receiving means for receiving through (2).

[8] Based on the notification received by the second receiving means, the payment processing of the cost to the contractor instructed by the above-mentioned instruction means and the payment of the cost to the side (owner or tenant) receiving the maintenance service. Processing means for executing a billing process.

[9] The browsing of the selected contents of each of the selecting means and the contents of the notification received by the second receiving means is performed by the party of the declaration (for example, a general employee / contracted employee of an owner company or a tenant company) or by the same party. Control means for permitting access by a related person (for example, a representative of an owner company or a tenant company, a general affairs section manager, etc.) through a personal computer (owner side) 31 or a personal computer (tenant side) 41.

Next, the operation of the above configuration will be described. First, as an advance preparation, a basic contract for a call center service is concluded between the FM call center 1 and a building owner. The contents of the basic contract include a maintenance service menu for repairs and the like, a fee thereof, and business contents when a report other than the maintenance service menu for repairs and the like is received.

In the FM call center 1, a basic information DB relating to business is constructed. The information stored in the basic information DB includes an owner identifier (for example, an owner name), a building identifier (for example, a building name, a code representing a building, an image of a building), and a filer identifier (for example, a company name, an owner name, Tenant name), an identifier of a construction contractor (for example, a construction company name), and the like.

The FM call center 1 informs the filer (owner or tenant) of a method of reporting a failure or the like, a method of grasping a response status, and the like. There are the following examples as means of this reporting method and grasping method, and any of them may be used.

(1) Telephone (notice of telephone number), (2) Facsimile (notice of facsimile number, or distribution form in which owner name, building name, filer name (address), etc. are already filled out) (3) E-mail (in some cases, an e-mail (notice of e-mail address, or a form for declaration with owner name, building name, filer name (address), etc.) filled out, (4) Homepage (URL) , User name, password, etc.).

Hereinafter, actual work in the event of a failure or the like in a building will be described with reference to the flowchart of FIG. 3 and the work procedure diagram of FIG. The circled numbers in FIG. 3 correspond to the procedures indicated by the circled numbers in FIG.

When a failure or the like occurs in the building (YES in step 101), a report to that effect is sent from the resident or the like to the FM.
The call is sent to the call center 1 (step 102). The method of this declaration is as follows: (1) When reporting the situation such as failure from the owner's personal computer 31 or the tenant's personal computer 41 using a Web browser (writing to a predetermined homepage in the Web server 12), (2) Owner (3) To communicate the answer to the attendant by calling from the owner's telephone 32 or the tenant's telephone 42 to the telephone 7 and to enter the push button code from the tenant's telephone 42 or the tenant's telephone 42 to the telephone 7. There are cases such as (4) filing by image input by facsimile transmission from the owner's telephone 32 or the tenant's telephone 42 to the telephone 7, and the like.

The FM call center 1 accepts this report and inputs it to the system (step 103). That is, in the case of a report using a Web browser, the contents of the report are input to the Web report primary DB in the owner common DB 60. Then, the owner name or the building name in the basic information DB is determined based on the input report contents (the occurrence state of failure etc.), and the determined contents and other related information are stored in the primary reception DB in the owner common DB 60. Is entered.

FIG. 5 is a flow chart showing the flow of processing from the acceptance of the declaration to the confirmation. In addition, a primary reception DB input screen shown in FIG. 6 is displayed on the personal computer 5 as an auxiliary means for making a declaration by operating the personal computer of the attendant. The data displayed on the primary reception DB input screen is data that is appropriately read from the DB server 13, and the data written on the primary reception DB input screen is sequentially input to the DB server 13.

If there is a request from the filer for access, the response status (determination details, etc.) of what kind of response to the report is limited only to the party (or a related person of the party) of the report. Web browser (Web server 12
(A predetermined homepage in the homepage) (step 104).

The authority to browse is notified from the FM call center 1 to the filer. (1)
There is a case where the clerk informs the receipt number and password of the declaration by answering by telephone, (2) a case where the e-mail in which the receipt number and the password of the declaration are described is automatically transmitted from the mail server 3 or the clerk transmits the e-mail. . In the case of transmission by e-mail, browsing is automatically started when the declarant selects and operates predetermined data in the e-mail.

In the FM call center 1, a maintenance service most suitable for the received declaration is selected from a variety of maintenance services registered in advance as a service menu, and the most suitable service for executing the selected maintenance service is selected. A suitable construction contractor is searched and selected from a number of registered contractors in advance (step 10).
5).

In this case, the information on the building to be declared (floor drawing etc. at the site where the failure occurred) is provided to the owner through the personal computer 31 and to the tenant through the personal computer 41 through the selected contractor. Are provided through the personal computer 51. This provided information is also displayed on the personal computer 5 in the FM call center 1 and can be viewed by a staff member.

For the selected contractor, the personal computer 51 (or telephone 5) of the contractor is provided.
Through 2), it is instructed to go to the site where the declaration is made and to execute the selected maintenance service (step 106). At the time of this instruction, the construction contractor can accurately grasp the contents of the instruction while checking the provided information (floor drawing or the like at the failure site) on the display screen.

Upon receiving the instruction, the contractor immediately runs to the site to check the status of the site (step 10).
7), it is determined whether or not a response (maintenance service such as repair) based on the confirmation result corresponds to a predetermined contractual condition (step 108). The confirmation also includes an estimate of the cost of performing the maintenance service.

The predetermined conditions in the contract include (1) that the selected maintenance service is predetermined, and (2) a range in which the cost required to execute the maintenance service does not exceed a predetermined upper limit. (For example, a small amount) and (3) the situation at the site is clearly urgently needed.

If the result of the determination is negative (step 10)
8), the construction company notifies the FM call center 1 of an estimate of the cost required for the execution of the maintenance service as a result of the site check (step 109).

The method of this notification is as follows: (1) We send from the portable terminal of the contractor or the personal computer 51 to the We
When the notification is made by b-browser (writing to a predetermined homepage in the Web server 12) or by e-mail transmission, (2) the notification is made by inputting a push button code from the mobile phone (including PHS) or the telephone 52 to the telephone 7 of the contractor. (3) Mobile phone (PHS)
Or (4) facsimile transmission to the mobile phone (including PHS) of the contractor or the telephone 52 of the telephone 52 In the case of notifying by image input by the user, there is, for example.

The staff (person in charge) of the FM call center 1
The result of the site check and the cost estimate notified by the contractor are input to the system via the personal computer 5 and are notified to the owner (step 11).
0). This notification is for confirming with the owner whether or not to carry out the maintenance service. The means may be telephone, facsimile, electronic mail, etc., and any of them may be used. In the notification by telephone, the telephone number of the owner of the building to be subjected to the maintenance service is determined from data registered in advance, and an automatic call is made to the telephone number. In this case, the actual notification is made by the staff member by the answer. In the notification by facsimile, the facsimile number of the owner of the building to be subjected to the maintenance service is determined from the data registered in advance, and automatic transmission to the data is performed. In the notification by e-mail, the e-mail address of the owner of the building to be subjected to the maintenance service is determined from the pre-registered data, and automatic transmission to the e-mail address is performed.

The owner who has received the notification notifies the FM call center 1 of an instruction as to whether or not to carry out a maintenance service such as repair (step 111). There are telephone, facsimile, electronic mail, and the like as means for giving this notification, and any of them may be used.

When the FM call center 1 receives from the owner an instruction to permit the maintenance service, the FM call center 1 notifies the construction company of an instruction to perform the maintenance service (step 112). As this notification means, there are telephone, facsimile, electronic mail, etc., and any of them may be used. In the notification by telephone, the telephone number of the selected contractor is determined from data registered in advance, and an automatic call is made to the telephone number. In this case, the actual notification is made by the staff member by the answer. In the notification by facsimile, the FAX number of the selected construction contractor is determined from data registered in advance, and automatic transmission to the data is performed. In the notification by e-mail, the e-mail address of the selected construction contractor is determined from pre-registered data, and automatic transmission to it is performed.

After the processing of steps 109 to 112 is performed, a maintenance service is performed by the contractor (step 113). When the result of the determination is affirmative (YES in step 108), the maintenance service is immediately performed only by the judgment of the contractor without the processing of steps 109 to 112 (step 113).

When the owner notifies the FM call center 1 that the maintenance service is not permitted, the FM call center 1 notifies the contractor of the cancellation, and the series of processing ends. Becomes The contractor will be charged for the expenditures required for dispatch according to the contract.

The construction company that has performed the maintenance service notifies the FM call center 1 of the status of the maintenance service and the bill required for the maintenance service (step 11).
4).

The method of this notification is as follows: (1) Welcoming from the portable terminal of the contractor or the personal computer 51
When the notification is made by b-browser (writing to a predetermined homepage in the Web server 12) or by e-mail transmission, (2) notification by input of a push button code from the mobile phone (including PHS) of the contractor or the telephone 52 to the telephone 7 (3) Mobile phone (PHS)
Or (4) facsimile transmission to the mobile phone (including PHS) of the contractor or the telephone 52 of the telephone 52 In the case of notifying by image input by the user, there is, for example.

In the FM call center 1 receiving the notification from the contractor, the processing contents of steps 106 to 114 are stored in the information distribution history DB in the owner-specific DB 70 (step 115), and the contents of the notification from the contractor Is input to the owner-specific DB 70 (step 116).

The owner-specific DB 70 stores a declaration history DB in which a declaration history is stored, a correspondence history DB in which the status of correspondence to the declaration (confirmed contents, etc.), and the status of the maintenance service based on the notification from the contractor. A service breakdown history DB is prepared.

The party to the declaration (or a related party of the party)
If there is access (request) from the owner, all progress from the filing to the response status only for the filing,
That is, the contents of the declaration, the selected maintenance service, the selected contractor, the contents of the notification from the contractor, and the like are disclosed via a Web browser (a predetermined homepage in the Web server 12). Release),
The owner can freely browse this (step 117).

Further, in the FM call center 1, based on the contents of the notification from the construction contractor, a payment totaling process for the construction contractor and a cost totaling process for the owner who has received the maintenance service are executed (step). 1
18). The payment total amount and the bill total amount are stored in the DB for the construction company and the DB for the owner in the owner-specific DB 70 together with the state of execution of the maintenance service.

Then, the FM call center 1 bills the owner based on the data in the owner DB (step 119). For example, telephone, facsimile, electronic mail, and the like are used as a method of this request.

In accordance with the request, the actual payment is made from the owner to the FM call center 1 (step 120).
The M call center 1 pays the contractor (step 121).

As described above, since the FM call center 1 intervenes from the reception of the maintenance service request to the execution thereof, the maintenance service requesting side and the maintenance service requesting side are not burdened with each other, and the maintenance service requesting side and the maintenance service side are not burdened. In addition, the maintenance service can be smoothly performed, and high reliability can be secured for the maintenance service.

The following benefits can be obtained for a building tenant (user) when there is no manager. (1) It is not necessary to know in advance the contact information according to the nature of the trouble or complaint regarding the facility. (2) No experience or knowledge, or so-called skills, to select an appropriate contact for each event is required. (3) The response schedule and the progress of the requested project are known. (4) The FM call center 1 can be used as a contact for various inquiries and consultations regarding facilities.

If there is a manager, the following benefits are obtained for the manager. (1) There is no need for the administrator to keep track of the drawings and the failure history of the facilities. (2) There is no need to establish an emergency primary confirmation system regardless of night or holiday. (3) It is not necessary to know the contact information of a specialized company according to the nature of the trouble or complaint regarding the facility.

The following benefits are obtained for the owner of the building. (1) The status of occurrence of failures and complaints in the owned building, the response schedule, and the progress are immediately known. (2) There is no need to pay each construction contractor one-by-one processing for repairs and the like. (3) The FM call center 1 can be used as a contact for various inquiries and consultations regarding facilities. (4) Payment of the cost required for performing the maintenance service can be periodically and collectively made.

On the other hand, the following benefits are obtained on the side of the contractor who has been requested for the maintenance service. (1) No response is required for unrelated failures or complaints. (2) It is possible to accurately grasp the contents of troubles and complaints regarding facilities. (3) It is not necessary to perform a process such as a request for a repair or the like for each owner or the like. (4) It is possible to periodically collect the billing of the cost required for performing the maintenance service.

In the above embodiment, the maintenance service for the building has been described. However, the type of service is not limited, and can be applied to a wide variety of services. In addition, the present invention is not limited to the above embodiment, and various modifications can be made without departing from the scope of the invention.

[0079]

As described above, according to the present invention, a reliable and smooth service can be implemented according to the situation without burdening the service requester and the service implementer, respectively. An excellent service support system and service support method can be provided.

[Brief description of the drawings]

FIG. 1 is a diagram showing an overall configuration of an embodiment.

FIG. 2 is an exemplary view showing storage contents of a DB server in the embodiment.

FIG. 3 is a flowchart for explaining the operation of the embodiment.

FIG. 4 is an exemplary view showing an operation procedure of the embodiment.

FIG. 5 is an exemplary flowchart showing the flow of processing from reception of a declaration to confirmation in the embodiment.

FIG. 6 is an exemplary view showing a primary reception DB input screen used as a reporting auxiliary means in the embodiment.

[Explanation of symbols]

1 ... FM call center, 5 ... Personal computer,
7 ... telephone, 10 ... FM call center server, 13 ... D
B server, 21 Internet, 22 public telephone line, 31 personal computer (first communication means),
32: telephone (first communication means), 41: personal computer (second communication means), 42: telephone (second communication means), 51: personal computer (third communication means), 52: telephone (third communication means) ), 60: Owner common DB, 70: Owner-specific DB

Continued on the front page (72) Inventor Katsumi Akiyama 3-4-1 Shibaura, Minato-ku, Tokyo Inside NTT Facilities Inc. (72) Inventor Mitsutoshi Saeki 3-4-1 Shibaura, Minato-ku, Tokyo Stock F-term in NTT Facilities (reference) 2E176 BB00 5B049 BB00 BB05 CC01 CC21 CC36 CC45 DD01 EE01 EE05 FF03 FF04 GG04 GG07

Claims (18)

[Claims] Claims: 1. A receiving means for receiving a report related to a service, a first selecting means for selecting a service most suitable for the report received by the receiving means, and an optimum means for implementing the service selected by the first selecting means. Second selecting means for selecting a proper trader, and an instruction for instructing the trader selected by the second selecting means to go to the site where the report has been made and to execute the service selected by the first selecting means. Means, and a maintenance service support system, comprising: 2. The service support system according to claim 1, further comprising control means for permitting a status of response to the declaration received by said reception means in accordance with an access from a party to the declaration or a related party of the party. A service support system, comprising: 3. The service support system according to claim 1, further comprising a notification of a result of a site check by a company receiving the instruction of the instruction means, a service implementation status, a cost required for the service implementation, and the like. A second receiving means for receiving, and a processing for executing, based on the notification received by the second receiving means, a process of paying a cost to a trader instructed by the instruction means and a process of billing a cost to a service-receiving side. A service support system comprising: means. 4. The service support system according to claim 3, further comprising: a party to the declaration or a related party of the party who views the contents selected by the selecting means and the contents of the notification received by the second receiving means. Control means for permitting according to the access of the service support system. 5. A first communication means possessed by the owner of the building, a second communication means possessed by the tenant of the building, a third communication means possessed by a service provider of the building, and a network or a public telephone line. A call center that can be connected to each of the communication means, a reception center provided at the call center, and a reception unit for receiving a report on maintenance of a building issued from the first communication means or the second communication means, provided at the call center; First selection means for selecting a maintenance service most suitable for the declaration received by the reception means; and a service provider provided in the call center and which is most suitable for performing the maintenance service selected by the first selection means. A second selecting means, provided to the call center, for the trader selected by the second selecting means, Through the service support system is characterized in that anda instruction means for instructing the implementation of the selected maintenance service dispatch and said first selecting means to the site as a target of the return. 6. The service support system according to claim 5, further comprising a call center provided in said call center, wherein a browsing status of a report received by said receiving means is viewed by a party of the report or a related party of the party. A service support system, comprising: control means for permitting access according to the first communication means or the second communication means. 7. The service support system according to claim 5, further comprising: a result of an on-site check by a service provider provided in said call center and receiving an instruction from said instruction means, a maintenance service implementation status, and a maintenance service implementation. A second receiving means for receiving a notification about the required cost or the like through the third communication means of the trader; and an instruction provided by the call center, wherein the instruction of the instruction means is provided based on the notification received by the second receiving means. Processing means for executing a process of paying a fee to a company receiving the service and a process of billing a cost to a side receiving the maintenance service. 8. The service support system according to claim 7, further comprising a call center provided in the call center, wherein the contents of the selection selected by the selection means and the contents of the notification received by the second reception means are viewed by a party of the declaration or A service support system comprising: a control unit that permits an access by a related party of the same party through the first communication unit or the second communication unit. 9. The service support system according to claim 5, further comprising: a first communication unit that is provided in the call center and that, when a report is received by the receiving unit, information about a building to be reported. , The second communication means, and the third communication means.
A service support system comprising: an information providing unit provided through any one of communication units. 10. A step of receiving a declaration for a service, a step of selecting a service that best fits the received declaration, a step of selecting an optimal supplier for performing the selected service, and a step of selecting the supplier. Instructing the user to go to the site where the declaration was made and to execute the service selected by the first selecting means. 11. The service support method according to claim 10, further comprising: permitting viewing of a status of response to the declaration received by the reception unit in accordance with access from a party to the declaration or a related party of the party. A service support method, comprising: 12. The service support method according to claim 10, further comprising: receiving a notification of a result of the on-site check by the company receiving the instruction, a service implementation status, a cost required for the service implementation, and the like. Performing a process of paying a fee to the instructed company and a process of billing a cost to a service-received side based on the received notification. 13. The service support method according to claim 12, further comprising a step of permitting browsing of each of the selected contents and the received notification contents according to an access from a party of the declaration or a related party of the same party. And a service support method comprising: 14. A first communication means possessed by the owner of the building, a second communication means possessed by the tenant of the building, a third communication means possessed by a service provider of the building, and a network or a public telephone line. A service support system comprising a call center connectable to each of the communication means; a step of receiving at the call center a report on maintenance of a building issued from the first communication means or the second communication means; A first selection means for selecting, at the call center, a maintenance service most suitable for the declaration; a step of selecting, at the call center, a supplier most suitable for performing the selected maintenance service; From the call center via the third communication means of the trader to the site where the declaration was made And service support method characterized by consisting of the steps of instructing the implementation of the the selected maintenance service. 15. The service support method according to claim 14, further comprising the step of: browsing the status of the response to the report received by the receiving means from the party of the report or a related party of the first to the call center. Permitting access according to communication means or access through the second communication means. 16. The service support method according to claim 15, further comprising the step of notifying, as a result of the on-site check by the company receiving the instruction, a maintenance service implementation status, a cost required for performing the maintenance service, and the like, Receiving at the call center through the third communication means of the trader, executing payment processing of the charge to the trader who received the instruction, and billing processing of the charge to the side receiving the maintenance service based on the received notification; And a service support method. 17. The service support method according to claim 16, further comprising a step of browsing the selected contents and the accepted notification contents from the party of the declaration or a related party thereof to the call center. And a step of allowing access according to the access through the means or the second communication means. 18. The service support method according to claim 14, further comprising, upon receiving the declaration, information on a building to be declared, the first communication means, the second communication means, and Providing the service through any of the third communication means.