JP2002279096A - Customer service system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a customer service system to be used for a service for the customer of housing, especially, for after-sales maintenance. SOLUTION: A managing means 11 exchanges information with a host computer 7, manages each web page stored in a storage device 20 and edits building structure information and building guarantee information by the form of the web page after handing-over the building. They are registered in the storage device 20. An after-sales service message load means 12 edits a message for an after-sales service by the form of the web page when the schedule of an after-sales maintenance service is established concerning the customer and registers it in the storage device 20. Thus, the customer handed over the building reads the contents of various documents required for the after-sales maintenance of the building through a network 1, a always confirms the schedule of the after-sales maintenance service through the network 1 on an after-sales service message web page 23 and exchanges information.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a customer service system for a house, particularly to a customer service system used for after-sales maintenance.

[0002]

2. Description of the Related Art After a house is constructed, after-sales maintenance of the house is performed for a long time. Housing manufacturers do this by having a large number of service personnel patroll. The housing manufacturer regularly inquires of the customer whether there are any repairs, and services such as regular inspections are performed regardless of the repairs. In addition, services such as renovation and expansion are also performed according to customer requests.

[0003]

However, the above-mentioned prior art has the following problems to be solved. When the house is delivered, various documents are given to the customer. For example, a site survey report including surveying information of a building construction site, a building design document, a delivery confirmation certificate, an instruction manual for ancillary facilities, a warranty card, and the like are also included. It is necessary to keep these documents in a safe place for a long period of time for maintenance and the like. However, in ordinary households, 10
It is not easy to keep such documents for a long period of time, such as 20 or 20 years. In addition, there is a risk of soiling or loss due to fire, earthquake, storm and flood damage. It is conceivable to use a bank safe to store these documents, but for example, it is troublesome to go to the bank each time to check the handling of incidental facilities and the contents of guarantees. Also, it is difficult to use if there is no bank safe nearby. After all, the current situation is that after-sales maintenance is often performed by relying on records and the like stored by the house maker.

[0004] In the case of the guarantee of the house itself, there is a record also on the house maker side, and after-maintenance is possible without the presentation of a guarantee from the customer. In addition, there are other documents that can be stored by the house manufacturer. However, it is not possible to manage documents that are given to customers. Therefore, for example, when a customer requests a repair of a kitchen system, if there is no necessary document, it may not be possible to promptly and appropriately respond to the contents of the guarantee. In addition, it is preferable that the timing of such after-maintenance is matched with a customer's request. It is preferable that a system be set up so that it can be promptly responded to when there is a request from a customer because it is not performed very frequently. The completeness of such after-sales maintenance systems will lead to new customer introductions.

[0005]

The present invention employs the following structure to solve the above problems. <Structure 1> A web page displaying information on the structure of a building used for construction of a building, a web page displaying information on a guarantee of the building, a web page displaying a message to the owner of the building, A web server storing a web page for the owner to input repair request items, message loading means for loading a message for service to the owner of the building on the web server, and repairing the web page by the owner of the building A customer service system comprising: a repair request receiving means for receiving a repair request item when a request item is input.

<Configuration 2> In the customer service system described in Configuration 1, the web server stores a repair request reception web page for inputting the status of the building self-diagnosed by the owner of the building, and performs the self-diagnosis. A customer service system characterized by storing a repair method guidance web page for guiding a simple repair method of a building corresponding to a situation of the building.

<Configuration 3> The customer service system according to configuration 1, wherein the web server stores a web page displaying a past repair history of the building.

<Structure 4> In the customer service system described in Structure 1, when the owner of the building inputs repair request items, the owner recognizes the address of the owner by referring to the customer database, and travels near the corresponding address. A repair request notification means for notifying the terminal of the patroler who has performed the repair request.

<Structure 5> A web page for displaying information on the structure of a building used for construction of a building, a web page for displaying information about the warranty of the building, and a web page for inputting repair items by the owner of the building And a web server storing a repair method guide web page for displaying the repair method, and referring to the structure of the building and the past repair history of the building when the owner of the building enters repair items on the web page. A repair method guidance notifying means for searching a web page for repair method guidance and browsing a web page displaying an optimum repair method specific to the building.

[0010]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Embodiments of the present invention will be described below using specific examples. FIG. 1 is a block diagram of an example of a specific system for realizing after maintenance. As shown in the figure, a terminal 3 provided in a customer's house 2, a terminal 4 of a construction company, and a terminal 5 of a service person performing a patrol service for after-maintenance are connected to the network 1. . In addition, in order to view information for after-sales maintenance through the network,
A web server 10 is connected to the network 1. The web server 10 is connected to a host computer 7 for after maintenance management via an intranet or the like.

In FIG. 1, a storage device 20 connected to the web server 10, a customer database 15, and functional blocks of a computer program running on the web server 10 are illustrated in a dashed-dotted frame. Storage device 20
Includes a web page 21 indicating building structure information, a web page 22 indicating building warranty information, a web page 23 displaying a message for after-sales service, a web page 24 for receiving a repair request, and a repair history. Is stored, and a web page 26 for displaying information for repair method guidance is stored. The customer database 15 stores various information about the customer, such as the customer name, the customer address, and the like. In addition,
The customer database 15 provided inside the web server 10 only needs to store the minimum information necessary for the operation of the repair request notification means 14 described later, and the master database for the customer is stored on the host computer side. It may be stored in a storage device (not shown) managed by.

The management means 11 has a function of exchanging information with the host computer 7 and managing each web page stored in the storage device 20. This management means 11
After the delivery of the building, the structure information of the building and the guarantee information of the building are edited in a web page format. Then, these web pages are registered in the storage device 20. As a result, the customer who has received the building receives the contents of various documents necessary for after-sales maintenance of the building on the network 1.
It will be possible to browse through. After-sales service message loading means 12 edits a message for after-sales service into a web page format when the schedule of after-sales service for the customer is determined,
It has a function of registering in the storage device 20. The schedule of after-sales service will be separately communicated to customers directly by e-mail, telephone, mail or the like. By providing the after-service message web page 23, the customer can check the schedule of the after-sales maintenance service through the network 1 at any time together with these notifications.

The repair request receiving means 13 has a function of executing a process of notifying necessary information to the host computer 7 or the like by referring to the contents when a customer makes a repair request using the web page 24 or the like. have. The repair request can be received by the person in charge by telephone or mail directly from the customer. However, it is also possible to accept a repair request in such a way as to respond to an inquiry in the form of a questionnaire, for example. In such a case, it is convenient to use a network. Repair request receiving means 13
Works well in such cases.

The repair request notifying means 14 recognizes the address of the customer by referring to the customer database 15 when a repair request is received from the customer, and the terminal 5 of the serviceman traveling near the customer's home. Has a function to notify that the customer has requested repair. The same applies when a customer requests a repair by telephone, but it is preferable to respond to a repair request from a customer as soon as possible. By publicizing that we have a system that can respond promptly to customer requests, we will increase the customer's reputation,
This is because it becomes possible to cultivate new customers. The contents of the notification may be a copy of the message from the customer, the time at which the message was received from the customer, the location of the customer's house, and the like.
The service technician notified by the repair request notification means 14 immediately visits the customer's home and checks the content of the repair request. In particular, when a customer makes a repair request via a network, there are many cases in which it is uncertain whether the repair request has reached the person in charge.

In this system, the repair request reporting means 14
Automatically notifies the serviceman of the terminal 5, such a problem is solved. The repair request notification means 14 may notify the contact person, and the contact person may notify the traveling service person. The repair method guidance notification means 16 does not need to request the repair as described above,
It has a function of searching and browsing a web page 26 for a necessary repair method guide so that the customer can perform a simple repair by himself. This is based on a keyword entered by the customer using a method known from an Internet search engine or the like, and a web page 26 for repair method guidance is provided.
It works like searching. The details will be described later in FIGS.
This will be described with reference to FIG.

FIG. 2A shows an example of a top page of a homepage for after-sales service.
(B) is an explanatory view showing an example of an after maintenance service message. Such a homepage can be viewed only by a limited number of members whose members are customers. Therefore, before the page shown in FIG. 2A is displayed, an authentication screen for inputting the member number and password of the member is to be operated in advance. As shown in this figure, the top page displays information about the implementation of the patrol service one year after the delivery of the newly built house. For example, when this display portion is clicked, a web page of the tour information shown in (b) is displayed. The web page requires the customer to perform a pre-diagnosis before patrol and to enter the results.

FIG. 3A shows a screen for creating a pre-diagnosis chart.
(B) is an explanatory view of a browsing screen of a pre-diagnosis chart. On the screen for preparing the pre-diagnosis chart, there is provided an entry field 37 for the customer to observe the appearance of the house and to fill in the condition, in addition to the information on the person in charge of the patrol and the contact information. ing. If the user does not know the entry method, the user clicks the browse button 38. This allows the user to browse past pre-diagnosis charts. When the transmission button 39 is clicked, the contents entered in the pre-diagnosis chart are transmitted to the repair request receiving means 13 of the web server 10. The return button 40 is a button for returning the display to another web page displayed immediately before. A past pre-diagnosis list 41 is displayed on the web page (b).

When one of the pre-diagnosis lists 41 is selected by a check box and the browse button 42 is clicked, the corresponding pre-diagnosis chart can be referred to. The return button 43 is a button for returning to the display of (a). Using the web page as described above, information exchange with the customer before patrol can be performed in detail. In addition, the pre-diagnosis chart can notify the customer of points that the customer has noticed before the regular patrol, and the notification means is simple and
This has the effect that the person in charge can prepare and visit the customer in advance.

FIG. 4A is an explanatory view of an example of a web page showing the contents of the repair executed during the patrol service, and FIG. 4B is an explanatory diagram of a web page displaying the contents of the patrol history. When the patrol service is completed while exchanging information with the customer using the after-service message web page described with reference to FIGS. 2 and 3, the person in charge inputs the fact to the host computer 7. When this is transmitted from the host computer 7 to the management means 11, the management means 11 registers the result on the repair history display web page 25.
FIG. 4 shows the registered contents, and the contents such as what operator has processed the repair item 45 of what kind are displayed in a format like a work record 46. As a result, the results of the after maintenance service can be browsed from anywhere through the network.

FIG. 5A is a web page for displaying the structural information of the building and the guarantee information of the building, and FIG. 5B is an explanatory diagram of a web page for guiding the repair method. (A)
Is provided with a building estimate display column 51, a design drawing display column 52, a warranty display column 53, a work specification and a report display column 54, and the like. When these display fields are selected using check boxes and the browse button 55 is clicked, a web page showing details of each document can be browsed. Therefore, the customer does not need to sort and keep such documents for a long period of time, and can receive a reliable guarantee with peace of mind. In particular, by providing a service that the house maker has no obligation to store, for example, storing the warranty relations of air conditioners, electric water heaters, dishwashers, and other various accessories in the form of a web page, to further enhance customer convenience It becomes possible.
Further, with the guidance as shown in FIG. 5B, it is possible to include guidance such as voluntary maintenance of the repair method in the web page.

FIG. 6 and FIG. 7 are specific examples of a web page for guiding a method of repairing a house or equipment. The web page for guiding the repair method is for improving the service to the customer. It is preferable to prepare a column 57 for inputting a keyword for repair on the page shown in FIG. 5B so as to extract necessary information in a search engine format. Here, a sentence may be input, and the search process may be started by sentence analysis. For example, when the customer inputs a keyword such as "I want to remove dirt from one tatami mat in a Japanese-style room on the second floor", first, the customer database 15 or the structural information of the building is referred to, and the tatami mat of the customer's residence is referred to. Information about the room and its repair history are extracted.

At this stage, for example, a message asking the customer about which tatami mats may be displayed. Different repair guides can be displayed for tatami mats that have just been repaired and for countermeasures against tatami mats that are about to be replaced. Further, for example, when the material of the tatami differs from room to room, when the customer designates the room, a repair method most suitable for the tatami can be guided. If the system is capable of accumulating the structural information of the building of the customer and the repair history without omission and referring to them, it is possible to guide the optimal repair method for each customer. When an optimum repair method unique to the customer's building is found, a specific tatami repair method manual 59 is displayed as shown in FIG. When the tool / part button 60 is clicked on this screen, a tool / part guide as shown in (b) is displayed. Clicking the return button 62 returns to the original screen.

In FIG. 7A, a maintenance company introduction screen 65 for repair items is displayed.
Here, when any place, for example, a part of the outer wall is selected and the search button 66 is clicked, a list (not shown) for introducing the corresponding trader is displayed. Further, in the example of FIG. 7B, a repair location list 67 is displayed. For example, when the user selects the outer wall portion and clicks the work history button 68, a specific repair work history that has already been executed is displayed. Thereby, for example, it is possible to determine whether or not a problem that has occurred in the past has not been corrected. The repair history display web page 25 can be effectively used for such a determination. Also, the transmission button 6 in FIG.
When the user clicks on 9, an email is sent to the effect that the customer has requested repair of the outer wall portion. This email is
Reaches the repair request receiving means 13 shown in FIG. The repair request notification means 14 searches the customer database 15 using the mail address as a search key, and recognizes the address of the corresponding customer.

Further, an inquiry is made to the host computer 7 through the management means 11 to check for the presence or absence of a service person traveling near the relevant address. And
If there is a corresponding serviceman, the terminal 5
Notify that repair has been requested. For example, when the terminal 5 is a PHS, the location display function can always automatically notify the host computer 7 or the management unit 11 of the patrol location. Therefore, the repair request notification means 14 can automatically detect the corresponding terminal 5. It should be noted that other known systems such as GPS (global positioning) are used for position detection.
system) or the like may be used. With the system described above, the service person can immediately visit the customer's home in response to an inquiry from the customer and check the contents of the repair request.

FIG. 8 is a flowchart showing typical operations of the management means 11 and the after-service message loading means 12. First, in step S1, when the after-service message loading means 12 receives the after-service message from the host computer 7, it uploads the after-service message web page 23 to the storage device 20 (step S2). At the same time, it is assumed that the customer is notified of the schedule of the after-sales service by a letter or the like by the attendant.
The customer has a web page 23 for after-sales service messages.
A pre-diagnosis chart is created in the same manner as described above (step S3). When receiving the pre-diagnosis chart, the repair request receiving means 13 transmits the received data to the host computer 7 in step S4.

The host computer 7 operates as described above.
Necessary management data is collected and after-sales maintenance service is implemented. When the after maintenance service is completed, the management means 11
, Repair completion data is transmitted (step S5).
The management unit 11 adds the repair completion data to the repair history display web page 25. In this manner, the customer can always refer to the repair history and check the repair status and the like. The repair history can be referred from the terminal 5 of the serviceman who patrols the customer's home or from the terminal 4 of the construction company in charge of repair with the customer's approval, so that appropriate service for the customer can be provided. It can be carried out.

FIG. 9 is a flowchart showing the specific operation of the repair request receiving means and the repair request notifying means. First, in step S11, the repair request receiving means 13 through the network 1 is operated by the customer in the manner already described.
Has received the repair request, this is reported to the host computer 7 and the repair request notification means 14. In step S12, the repair request notification means 14 sends the customer database 15
See Then, in step S13, the customer's address is recognized, and the patrol person checks the patrol place (step S1).
4). Then, the patrol person is notified in the manner described above (step S15). At this time, the repair request reporting means 14
May notify the terminal 4 of the nearest contractor at the same time that there is a request for repair from a nearby customer. Thereby, the repair request can be automatically arranged (step S16). Each of the functional blocks shown in FIG. 1 may be constituted by a separate program module, or may be constituted by an integrated program module. Is also good. These may be provided on the host computer side or on the web server side.

[Brief description of the drawings]

FIG. 1 is a block diagram of a specific system example for realizing after maintenance.

FIG. 2A is an example of a top page of a homepage for an after-maintenance service, and FIG. 2B is an explanatory diagram showing an example of an after-maintenance service message.

3A is a diagram illustrating a screen for creating a pre-diagnosis chart, and FIG. 3B is an explanatory diagram illustrating a browsing screen for a pre-diagnosis chart.

FIG. 4A is an explanatory diagram of an example of a web page showing the contents of repairs performed during the patrol service, and FIG. 4B is an explanatory diagram of a web page displaying the contents of the patrol history.

FIG. 5 (a) is a web page for displaying building structural information and building assurance information, and FIG. 5 (b) is a web page explanatory diagram for guiding a repair method.

FIG. 6 is a specific example of a web page for guiding a method of repairing a house or equipment.

FIG. 7 is a specific example of another web page for guiding a method of repairing a house or equipment.

FIG. 8 is a flowchart showing a typical operation of the management means 11 and the after-service message loading means 12.

FIG. 9 is a flowchart showing specific operations of a repair request receiving unit and a repair request notifying unit.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Network 2 Customer's house 3, 5 terminal 4 Construction shop terminal 7 Host computer 10 Web server 11 Management means 12 After-service message loading means 13 Repair means receiving means 14 Repair request reporting means 15 Customer database 16 Repair method guidance search means 20 Storage Equipment 21 Building structure information web page 22 Building warranty information web page 23 After service message web page 24 Repair request acceptance web page 25 Repair history display web page 26 Repair method guide web page

──────────────────────────────────────────────────続 き Continued on the front page (51) Int.Cl. ⁷ Identification symbol FI Theme coat ゛ (Reference) G06F 17/60 330 G06F 17/60 330

Claims (5)

[Claims] 1. A web page for displaying information on a structure of a building used for construction of a building, a web page for displaying information about a guarantee of the building, a web page for displaying a message for a building owner, and a building. A web server that stores a web page for the owner to input repair request items; message loading means for loading a message for service to the owner of the building into the web server; A customer service system, comprising: a repair request receiving means for receiving a repair request item when the repair request item is input. 2. The customer service system according to claim 1, wherein the web server stores a repair request reception web page for inputting a condition of the building self-diagnosed by the owner of the building; A customer service system storing a repair method guide web page for guiding a simple repair method for a building corresponding to the situation described above. 3. The customer service system according to claim 1, wherein the web server stores a web page displaying a past repair history of the building. 4. The customer service system according to claim 1, wherein when the owner of the building inputs the repair request item, the address of the owner is recognized with reference to the customer database, and the building goes around the corresponding address. A customer service system comprising a repair request reporting means for notifying a patrol terminal of a repair request. 5. A web page for displaying information on the structure of the building used for the construction of the building, a web page for displaying information about the warranty of the building, a web page for the owner of the building to input repair items, A web server that stores a repair method guidance web page that displays a repair method, and when the owner of the building enters repair items on the web page, referring to the structure of the building and the past repair history of the building. A repair method guidance notifying means for retrieving a web page for repair method guidance and browsing a web page displaying an optimum repair method specific to the building.